Hertat Casino - Declined payment despite following their terms

UNRESOLVED
posted on June 14, 2016.

Dear AskGambelrs

I made a complaint about Hertat 2-3 days ago but it was not published yet to due to lack of information.

Here is more details to my case

Around a week ago I played without a bonus, and won. I played various slot games during my time there. I am not sure what is the reason behind the declination of the payment. If I had to guess, the most likely guess is that I played Devil's Delight game.

However that game was not forbidden. They have a bunch of games that are forbidden, but that game is not.

Some other Maltese casinos have disallowed this game in their rules, but Hertat has not. I was under the impression that the game was allowed as the rules allow it. However they seem to be using this game play as an excuse to forfeit my winnings.

Due to this they should pay me. If they wanted to ban this game, they should write in their rules. Misleading rules is one thing, but having the game in the allowed section and then forfeiting winnings based on that is entrapment.

I hope you can help me with my case

posted on June 15, 2016.

Hi

For me to look into this i would need your username, please send it to [email protected]

Thanks

posted on June 16, 2016.

Email with username sent

posted on June 16, 2016.

I have just looked into this issue and the player has had detailed communication with several member of our team, and an explanation has been given in detail to the player.

We consider the case as closed.

Thanks

Shaun

posted on June 18, 2016.

Hello

I have not received any detailed explanation

The only thing the support has sent me is a copy paste of their terms and conditions, in which they say they can do pretty much whatever they like

That however doesnt explain or justify why my funds were confiscated

posted on June 18, 2016.

Here is what they wrote and keep repeating. You can google translate it. It pretty much says they can do whatever they want. Breaking rules isnt necessary for them to confiscate winnings. I think that is rogue behaviour.





Pelaaj­atu­rva­lli­suu­sos­astomme on nyt tarkistanut asiakirjasi ja tilisi.

He ovat huomanneet että olet rikkonut Sääntöjä ja Ehtojamme.

Tilisi on nyt suljettu lopullisesti ja varat takavarikoitu.



https:­//w­ww.h­er­tat.co­m/b­onu­kse­t-j­a-k­ier­rat­ysv­aat­imus/





Kasino voi oman harkintansa mukaan pidättää kaikki bonusrahalla saadut voitot. Tappioita ei kuitenkaan korvata.


Epäselvissä tapauksissa Hertat-sivustolla on oikeus tehdä asiasta lopullinen päätös.

Kaikki kotiutukset tarkastetaan ennen niiden käsittelyä. Kasino varaa oikeuden mitätöidä bonukset ja voitot, jos tarkistus osoittaa, ettei ehtoja ole täytetty. Kasino varaa oikeuden muuttaa sääntöjä tai peruuttaa kampanjan oman harkintansa mukaan. Tämän tarkoituksena on varmistaa reilun pelin toteutuminen ja oikean voittajan löytäminen.

Pelaajalla ei ole oikeutta pelitilillään noteerattuihin varoihin, jotka on hankittu petoksella tai muulla pelisääntöjen tai käyttäjäehtojen rikkomuksella, rikollisella toiminnalla, pelijärjestelmän manipuloinnilla tai muulla sopimattomalla tavalla. Hertat-sivusto pidättää itsellään oikeuden rajoittaa Pelaajan käyttöoikeutta pelipalveluun ja/tai oikeutta pitää hallussaan pelitilillä noteerattuja varoja tiettynä aikana, josta Hertat-sivusto päättää epäillessään tai todistettuaan, että Pelaaja on rikkonut pelisääntöjä ja/tai käyttäjäehtoja.

Pelaaja, joka ei noudata näitä Käyttäjäehtoja, menettää oikeutensa bonukseen ja se poistetaan hänen pelitililtään.


Hyvää päivänjatkoa!

Terveisin,
Hertat

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