I requested a withdrawal of 1100$ then my winnings were confiscated and they said I violated bonus terms but I never accepted any bonuses from this casino for my deposits. Yes I bet more than 5$ on games but that was using my own money, not bonus money. I always have declined the bonuses. It's very suspicious that when I first played at this casino two days ago and deposited over 2000$ and lost only withdrawal $400 that they never once said I violated any terms and I was betting more than 5$ then too. So this is just unfair and amounts to fraud on behalf of the casino. I want my deposits at this casino refunded since they are not giving me what I "paid" for.
We have reviewed the case, and the player is right. The player received a bonus of 100% up to €50 on his deposit on Friday. The issue is that the player never realized that he had received a bonus offer, and then wagered more than €5 per spin (which is the maxbet allowed on our bonuses).
The mistake is ours, because the player never took any of our welcome bonuses, which suggests to me that the player does not want any deposit bonuses, and therefore, we should never have sent him a deposit bonus.
The player tried to make a withdrawal of €1,100, of which €700 was confiscated by our payments team when they saw that the bonus terms had been violated. €400 was left in the players account, as this was the original deposit. We have now refunded the €700 which was confiscated from the players account, and these funds are available for the player to withdraw. We are currently reviewing our procedures to make sure that this mistake does not happen again.
On behalf of Sir Jackpot, I want to apologize for the errors that lead up to this unfair confiscation of winnings.
I wish to confirm that I indeed received my money back into my account and was able to withdraw. I would like to thank Simon for his professionalism and quick response. As a note though, you really need to have better agents working for you. Some of the emails I've received were very rude.
Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.
Thank you all for your cooperation.