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Hello! Casino - 29,000 NOK withdrawal unfairly confiscated

RESOLVED
JanHen Norway
posted on April 26, 2017.

PLEASE NOTE !!!
I signed up through an affiliate which offered a NON-STICKY bonus, which also seperated my balances into CASH and BONUS. With this I have all rights to my winnings!

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I recently signed up through an affiliate which offered a non-sticky Welcome bonus and made a deposit to Hello! Casino of NOK 1,000 and also accepted the NOK 1,000 bonus after reading through the terms associated with it.

Deposit image- http:/­/i.i­mg­ur.c­om­/Ep­5vi­Oc.png

Welcome bonus T&C - http:/­/i.i­mg­ur.c­om­/aC­fSQ­d5.png
As you can see by this screenshot of the terms associated by the Welcome bonus. (vi) states: "The maximum bet allowed while the Welcome Bonus is in play is kr50." - Which is fine, I thought, because I never hit the bonus balance.

As the hour went on, I hit a big win in the slot Dead or Alive, of NOK kr30.586,00 on a kr9 stake. Note that this is still on my Cash balance, as I didn't hit the bonus money yet.

Balance - http:/­/i.i­mg­ur.c­om­/cY­zrJ­2q.png
Translated "Account balance" and "Bonus balance"

At this time I wanted to cash out my winnings, so I decided to round off my balance from kr32,899 to kr29,000 before doing the withdrawal. When doing this round off I played the slot "Mega Moolah" where the max bet is kr62.50, I went with this bet thinking it was OK since I never hit my bonus balance, as I should be free to use a bet size of my own choosing since I am still playing with my own cash.

Because of these bets at Mega Moolah being above the kr50 limit that they supposedly set on my own cash balance, my withdrawal was declined and my winnings confiscated. My original deposit of kr1,000 was returned.

I will also add that the reason why I think this is wrong is that other casinos I have played at, with a bonus as well, gives me the right to decide whatever bet size I wish to use as long as I am still on my own cash balance.

The following image shows my account details, also showing that my cash balance/withdrawable funds are kr32,893.15.
http:/­/i.i­mg­ur.c­om­/hb­fkq­nQ.png

The following image shows me withdrawing kr29,000, my bonus being taken away after withdrawing my cash, withdrawal being rejected and confiscated, also shows me getting my original deposit of kr1,000 back.
http:/­/i.i­mg­ur.c­om­/Xs­XrF­dJ.png

posted on April 28, 2017.

Dear JanHen,

We're sorry to hear that there has been a misunderstanding regarding our terms and conditions.

Paragraph 7.6 of our promotional terms and conditions states that "The maximum bet allowed while the Welcome Bonus is in play is €5. Should You bet higher than this while the Welcome bonus is in play, the casino reserves the right to confiscate all winnings."

When you accept a welcome bonus the €5 (or in your case 50kr) max bet rule applies to the total balance on the account.

We have have followed our T&C's correctly the therefore the decision will not be reversed.

Kind regards,

The Hello Casino Team

JanHen Norway
posted on April 29, 2017.

Thanks for your response.

I still feel like this still should be reversed, as no where in your T&C does it say it applies to my own cash. It simply states "..while the Welcome Bonus is in play"

I was offered a non-sticky bonus with the ability to withdraw when I wanted, which I did.

The term "..in play." means "being played", "in action", or simply "while playing". It is clear you broke your own T&C.

I still stand by my complaint(s) toward you, and await your positive response.

posted on May 2, 2017.

The requested information is sent to Askgamblers support.

AskGamblers
posted on May 4, 2017.

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of Hello! Casino where it is clearly displayed that player has placed bets higher then allowed, when he played  Welcome Bonus rollover. Player by these actions breached the Clause 7 (vi) of the Promotional T&C’s:

 7 (vi) The maximum bet allowed while the Welcome Bonus is in play is 5 eur / kr50. Should You bet higher than this while the Welcome bonus is in play, the casino reserves the right to confiscate all winnings.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for Hello! Casino.

AskGamblers
posted on May 11, 2017.

AskGamblers Complaints Team have been informed on behalf of both parties involved into this dispute, that Hello! Casino management have actually reversed their decision as a good will gesture, and decided to pay the player confiscated winnings, therefore this complaint has been reopened.

Dear @JanHen,
Would you please confirm that you have been payed, and that satisfactory resolution has been met? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved.

JanHen Norway
posted on May 11, 2017.

I can confirm that the confiscated winnings have been returned to me.

At this moment in time I am awaiting verification from Hello! Casino, and for the withdrawal to be processed.

JanHen Norway
posted on May 14, 2017.

Still waiting for my Hello! Casino account to be verified and my withdrawal processed.

All required documents was sent to Hello support Wednesday May 10th.

posted on May 15, 2017.

Dear JanHen,

Hereby I would like to inform you that your account has now been verified after you provided us with the additional information we requested.

Your withdrawal has been processed and the money has been sent to your bank account.

Kind regards,

The Hello Casino Team

JanHen Norway
posted on May 18, 2017.

Still waiting for the money to hit my bank account. WIll update once I have them.

JanHen Norway
posted on May 19, 2017.

I can confirm that I have received my withdrawal of 28,000 NOK.

Thank you.

AskGamblers
posted on May 19, 2017.

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.

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