Fenix Casino - Refusing to pay legitimate winnings

RESOLVED
posted on May 6, 2015.

hello,
yesterday I won at this casino 2787 GBP.
The casino is refusing to pay my winnings and accuse me in abuse behavior.
I have a video where i filmed how i wan this money.I played very popular slot Dead or Alive which on very rare occasions can generate such big winnings.
Please help me solving this issue.

AskGamblers
posted on May 12, 2015.

Dear @stanrola,
Any update considering your complaint? Thank you.

posted on May 12, 2015.

Not yet.But NetEnt informed me that they are investigating the issue and also I hope Curacao eGaming authority do so because I write complain to them.
Here is a screenshot how they in simply way confiscated my money.

posted on May 13, 2015.

Dear Mr. Stankevicius

We would like to highlight the previously quoted clause in our terms, which states that our bonuses are intended for recreational purposes only. As we have reviewed your gameplay and depositing patterns, we noticed that you all too frequently claim the maximum bonus available and use the casino's bonus money to win. You have never visited our casino to enjoy the games by playing with your own funds alone, rather you only come when there are promotions. In this regard, your playing cannot be considered recreational, but a source of livelihood. Because you abuse our bonuses for your own gain too frequently, we have irrevocably voided your win and are excluding you from receiving any further promotions.

Specifically we are referring to the following clause of Terms & Conditions, section 'General Bonus Terms and Conditions':

''Bonuses offered by Fenixcasino.com are intended for genuine recreational players only. Abuse of any bonus offer will not be tolerated. Fenixcasino.com reserves the right to investigate, cancel, suspend or lock any account if bonus abuse is suspected. At our discretion, all bonuses and subsequent gaming activity may be revoked and voided, and deposits returned.''



Best regards,
Fenix Casino

posted on May 13, 2015.

I play with bonus at 199 casinos and sometimes loosing and sometimes winning BUT your are the first who stealing my legitive winnings.shame on you.I will do all my best to get my money back

posted on May 15, 2015.

Since this last comment , the client has been contacted , and will be contacted again the following week with an update .

Management
Fenix Casino

AskGamblers
posted on May 19, 2015.

Any news?

posted on May 19, 2015.

They promised to pay until friday
4000 euros must be a lot to collect for such casino

posted on May 19, 2015.

Dear Mr. Stankevicius ,

You must have clearly misunderstood our conversation over the phone as I never once promised that we will pay you , I very clearly explained that your winning was voided to due blatant and constant bonus abuse and furthermore that I would have tried finding a solution with management over this matter and once i had any news that i would contact you with this friday . Im very confused by your latest comment as you have also contacted me by phone just an hour ago , and I re-explained to you exaclty what i just wrote here above . I spoke to you very politely over our 2 telephone coversations and thought that we could found an amicable way to resolve the matter so it saddens me that you need to comment this way and stating the untrue.

Management
Fenix Casino

AskGamblers
posted on May 23, 2015.

We consider this complaint unresolved. We didn't get any evidence from the casino that this player breach T&C.

AskGamblers
posted on June 2, 2015.

This case has been reopened upon player’s request and we would like to give it one last chance for a successful resolution.

posted on June 2, 2015.

hi,
finally they paid all my winnings.I suggest you to remove them from blacklisted casinos list.

Also I would like to thank for you help!

AskGamblers
posted on June 2, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.