Mybet Casino - Unjustified confiscation of winnings

RESOLVED
amy88 United Kingdom
posted on October 20, 2016.

I joined mybet casino on the 7th October 2016 after seeing an offer on an affiliate site for the casino and on looking further into the promotions on the offers page at mybet they had a "high roller" opening welcome bonus.

As a regular player of such offers i was very interested in the chance of playing/winning with this casino. As with all other casino's online i did my due diligence and made sure i was following the casino's terms and conditions to the letter.

I understand the risks associated and that i have no guarantee's of winning with any casino so deposited the £1000 for a £1000 bonus. I managed to turn the balance into a successful payout of £9542.

The usual ID verification requests were asked of me when i submitted my first withdrawal request so sent those in promptly.

First suspicion arose of a payout problem was when i was asked to send in a photo of myself holding my driving licence. Now I've seen this request a couple of times and as a female gambler it is no longer foreign to me (although slightly annoying) so again i had no problem sending this back promptly. This was October 11th.

On October 12th i couldn't login to my account there was a message on screen saying account suspended. The live chat facility on site informed me they were looking into my account.

I then after another 8 days (October 20th) received an email stating they were confiscating my winning money and returning my deposit.

This is nothing short of scandalous, A casino fully prepared to keep a losing players money but stalling/refusing paying winning customers and I'm putting a warning out there for anyone with the intention of joining this apparent rogue casino not to bother.

In this time I have received no phone call and no correspondence just a short email hid behind the 'suspicious activity' lame evasion with absolutely no justification.

posted on October 24, 2016.

Dear amy88,

thanks for your detailed explanations.
Would you be so kind to send us your mybet user name ([email protected])?
We will check your account and the process and get to you as soon as possible.

We apologize for any inconvenience.

Kind regards,
mybet

amy88 United Kingdom
posted on October 26, 2016.

Emailed mybet with account details on 23/10. Heard nothing back

posted on October 27, 2016.

Dear Amy,
With regards to your post we would like to take this opportunity and clarify the situation.
Every account holding deposits or stakes higher than €2,000 is automatically being checked. This is the reason why the verification took place. During this process it was discovered that another registration using the same device ID was done two days prior to the registration of jumanji98. Since our bonus offers are only valid for one device and one household we confiscated your winnings. This information is included in all bonus terms.
However, you should have been notified by email before further action took place and we failed to do so. The refund has already been processed, but your account has been reopened.
Kind regards,
Your mybet-Team

AskGamblers
posted on October 31, 2016.

Dear @amy88,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.