I was offered free spins which I won £12 off after completing all the wagering requirements. I went to withdraw but was told a minimum of £20 is to be withdrawn. I added £10 to make 22 then withdrew. Two days later I recieve a e-mail saying withdraw declined and my winning are voided. Now they won't even give me my added £10 back. This started as free spins and has ended with me loosing out on 22 quid Inc 10 of my own money. Discussing. I have e-mailed and live chatted but they are standing firm. What can I do
Any update regarding your complaint? Thank you.
This case has been reopened upon the request of All British Casino and we would like to give it one more chance for a successful resolution.
I have since been informed that you have since received your £10 deposit back, as a matter of goodwill.
However I would also like to explain why you could never withdraw the funds you won from the free spins you got upon registration. As per the terms and conditions, you didn't complete two of the points, these are:
2. Winnings from free spins is a bonus. The bonus must be wagered 35x before players can withdrawal winnings or transfer money to the live casino.
4. Registered players who have never deposited before activating Free Spins and want to withdraw winnings gained by these Free Spins need to withdrawal a minimum amount of £40.
Firstly, when you won your £12 from the free spins they were not wagered enough times to withdraw. Secondly, because you had never deposited prior to getting the free spins, the minimum amount you could withdraw from such winnings was £40. As you never reached that total, you couldn't withdraw.
Then you decided to deposited £10 cash to take your balance over £20, because our minimum withdrawal is £20. However If the funds already on the account had been unlocked and you were able to withdraw them, you still could not withdraw your £10 deposit. This is because as stated in our terms and conditions all deposits need to be wagered at least once as an anti money laundering deterrent. Please see below:
17. A player, who wouldn’t have placed any bets, cannot withdraw any money from the casino Account. A player always needs to have placed at least his deposit amount in bets before he or she is able to withdraw the money.
These T&C's were on the site and available for you to access prior to signing up and depositing.
However as I previously mentioned, as a show of goodwill you were credited your £10 deposit back on 14/10/15, so the funds would have cleared shortly afterwards.
I hope you understand the stance upon first contact, and appreciate the goodwill
l gesture that we have made.
Are you satisfied with casino response, can we close this complaint?
Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved and closed.
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