Casino.com - Withdrawal declined without explanation given

RESOLVED
69659062 United Kingdom
posted on September 15, 2014.

Casino.com uses every excuse not to pay out on winnings obtained via a bonus. I recently signed up for a no deposit bonus of £20. I then realised that there were wagering requirements, however this was explained and although I never expected to win anything, I was lucky enough to be £100 in credit once wagering requirements were met. I then was told that I needed to make a deposit to enable me to withdraw my winning. I then did this and played through my deposit but also won a further £20. I then requested the withdrawal of my £80 (£100 from bonus winnings minus £20 non refundable) along with the other £20 I won from deposit. I was then told that I needed to send documentation to verify my identity. Was a little bit cautious but provided what they required. I have today received an email stating that my £20 request has been processed but £80 declined! I have apparently breached section 13b of terms, although they refuse to tell me which bet has breached this term, only to refer me to a code where I can check my bets online.

I feel that casino.com have looked for every excuse possible not to pay out on winnings gained from bonuses. The small print on the terms and conditions have not been explained.

I thought that this company would do everything possible to keep customers however I cannot see how they can with the service they provide. The terms are far too complex and not made clear enough!

Casino.com allowed me to make instant deposits but made it impossible to withdraw. Seems like they are quick to take your money but don't like paying out!!

Would appreciate any support possible to get the money that I won fairly. I regularly use other online accounts and have never experienced anything like the experience at casino.com.

I have also attached the following screen print where the adviser states that everything looked good for my withdrawals.

posted on September 16, 2014.

Hello,

Please be advised you were sent an email today to your registered email address providing you with a detailed explanation of the disallowed behavior exhibited in your game-play as per the agreed terms and conditions of use.

We would like to remind the player that our Terms and Conditions of Use are always available to all players at all times on our casino web page and should they have any doubts about its content (players and non-registered players alike) are free to contact our Customer Service team directly to ask for clarification 24 hours a day 7 days a week.

More importantly these Terms and Conditions of Use have to be agreed to before anyone is permitted to create an account at Casino.com.

Furthermore please be advised that the code provided to you is a game code which you can use to identify the bets you've made that were found to be in breach.

You can access your Historical bets on each game you play by clicking on the Menu button in each of those games.

Should you have any further questions or require further assistance on how to review your previous game history please do not hesitate to contact our customer support team directly who will be more than happy to assist you.

We consider this matter closed.

Best Regards

Customer Support
Casino.com

69659062 United Kingdom
posted on September 17, 2014.

Haha, the level of arrogance I expected and have experienced throughout this process.

All I can say is that this should be a lesson on how not to trust something that seems a good deal! I was disallowed due to not being able to make a bet that was in excess of 20% of the bonus (£4). As I was playing roulette and the minimum chip is £1 then my chances of ever winning on this is slim to nothing! These were written in t's and c's that are 30 pages long, you tell me how many customers who enjoy online betting will read these. The software should stop you from wagering in excess of 20% if that is the case or a pop up at least.

You have certainly lost a potentially good customer in me and no doubt many more if you continue with your cowboy tactics.

I'm sure legally I don't have a leg to stand on however from a marketing/publicity perspective I certainly hold an advantage.

Thank you for your quality service casino.com, it has certainly NOT been a pleasure! Enjoy my £80 winnings!

AskGamblers
posted on September 17, 2014.

Obviously, this complaint concerns violation of casino's terms and conditions. While we are not able to influence particular casino terms and conditions, it is player's responsibilities to read all of them prior registering and consider whether to proceed with registering there or not. There's nothing more we could do in this situation.