Complaint #15 bCasino UK

Refusal to pay winnings due to twisting of term in wagering

By Pranked

7 years ago

On the 01/04/2019 i deposited £100 for bcasino'a 50% deposit bonus found here: https://www.bcasino.co.uk/promotions/daily-reload-bonus/?lang=en&desktop=true.

I started spinning on a medium variance slot called Gonzo's quest, regularly advertised over numerous casinos globally. The slot is such a regular i assumed it would not have any rules around wagering contributions.

I was spinning at £4 spins and hit a couple of nice wins getting my balance to over £1,000. I decided to check my wagering progress for the bonus, and then noticed that it was in fact only contributing 10% to my wagering progress, something i normally only see on blackjack or super high variance slots like dead or alive.

I did not try to abuse the system in any way by hiding money in blackjack, or slot bonuses. I simply switched to a slot of similar variance and spin size. I believe it was Jackhammer 2 at £5 spins. I finished wagering at a balance of £1,750. i was sent a verification request the next day and sent photos of my bank card. It was accepted and everything seemed fine until i recieved another email stating that i had broken a term in their terms and conditions for wagering. A term designed to stop people multiplying their balance via blackjack, roulette or other means that they had twisted because i simple switched from one slot to another of very similar variance and RTP. It seems a blatant backhanded excuse to avoid paying out a winning customer.

I have held detailed discussions with their customer service and they refuse to budge on this matter. So have let them know i will be raising this with you as an external dispute. I can send you any further information if and when you require it.

Many thanks,
Tom

Disputed Casino bCasino UK

Reason Bonus terms violation

Discussion

AskGamblers

• Support Team

6 years ago

AskGamblers Complaints Team has been informed on behalf of bCasino UK that official complaint, submitted on behalf of complainant in front of eCogra, has been ruled in bCasino UK favor.

Based on the above AskGamblers Complaints Team consider the case as resolved and officially closed now.

Pranked

6 years ago

I've not heard back from ADR to this date, lovely to hear it sounds like this casino has blagged itself out of paying winnings earned through non abusive gameplay. Good job boys!

bCasino UK

• Representative

6 years ago

@ASKGAMBLERS

We confirm that the ADR found in our favour, noting that they found our "terms and conditions to be easily accessible, open, transparent and fair".

Regards,
bCasino

AskGamblers

• Support Team

6 years ago

This complaint has been reopened as per bCasino UK request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

bCasino UK Complaint Stats

Resolved 3 / 3

Avg. Amount $3,177

Avg. Complaint Duration 14 days

Avg. Response Time 2 days

bCasino UK Complaints

See all complaints for this casino

£1,115.10 withdrawal leading to excessive verification lasting over 2 months and 35 emails

I have an ongoing issue with bCasino which has now gone on for over two months.

To date I have provided bCasino: 1. Photo ID, 2. proof of address, 3. back and front of my debit card used to deposit, 4. *proof* of the number phone belonging to me by showing them my phone bill, 5. further phone verification whereby they rang me up and asked me thorough questions, 6. selfie verification whereby I had to hold my passport beside me, 7. a full source of funds declaration form where I had to fill out my job title, annual income etc.

This has gone on over 35 emails, many of which I've had to chase up multiple times on live chat for them to even provide a response.

They have also asked me for source of funds by showing them a bank statement in order to justify the £500 and £200 I have deposited to the site (both on 29th March). I showed them a bank statement showing recent gambling winnings as this more than justifies the deposit amounts. They are arguing many different arguments in order to attempt to avoid paying out. They are saying that my job does not allow me to afford to deposit these amounts as I am a club promoter and my salary on the declaration was £15k-£25k. I made it clear to them that my gambling funds are kept separate to my income. I don't gamble with the money I'm supposed to pay bills with.

They also asked to see the first payment into the account. Even though I shouldn't have had to do this, as the gambling winnings justifies £700 in deposits, I showed them the first payment into the account which was from a casino who didn't accept Mastercard withdrawals. I opened this account so I could get the winnings out.

Now bCasino want to see proof of the Monzo account dating back months. Where does this stop?! Do they need to see a payslip from 2016 where I used these funds to gamble, and kept this gambling fund separate ever since. I have made this crystal clear - I use a separate wallet to gamble and don't use my wages. I have proven where the £700 I deposited came from.

I would urge anyone and everyone to please steer clear of bcasino as it is a massive headache. No other casino I have come across will subject you to this level of harassment when you have adequately verified your account.

I would also like to know why the ridiculously stringent verification measures on the phone verification and selife ID etc.? If it was my source of funds which you wanted to investigate, why were these other measures so ridiculously interrogative?

My withdrawal amount was £1115.10 requested on 8th April

I demand bcasino pay out as I have justified my source of funds and bcasino are just claiming gambling winnings can't be accepted as a source of funds. They want me to track the funds back indefinitely until I give up. There is no end to this, and it's purely an abuse of AML procedures to increase profit.

I urge you to force bCasino to pay my withdrawal immediately

Nadia

Rejected

£1,115

bCasino - Delaying payment by excessively using GDPR regulations to avoid paying a cash win

Hi,

I deposited £500 to bCasino on 5th September 2018 and somehow was bonus banned after my first deposit which in itself seems suspect, but then as I had to turn the money over in order to withdraw - I wagered the £500 on roulette and won £7,200. I had originally deposited to claim the welcome bonus part 1 which was £500 after they confirmed on Live Chat I was eligible.

I then proceeded to send in all my usual verification documents. Following that, they then asked me to provide source of funds, I showed them a transaction on my bank that was my monthly wage from my employer at the time which covered the £500 deposit as well as being within 3 months of the deposit to bCasino (proof of this email correspondence and also what I sent is attached). However, they have rejected this and are asking for full 3 months of my bank statement showing all transactions which they don't have a right to. I know full well that my income is more than enough to meet GDPR regulations as i have used said income to pass Source of funds requests at other casino's previously.

They are using GDPR as a way to purposely slow pay me rather than use it for legal obligations. How are they able to decide that my salary was not what funded my bcasino account or not even though it was?

From my perspective it seems that like the casino are trying their upmost to avoid paying my win as i'm certain had I lost or only won £500 say, I would have not had these issues. This has been ongoing for several months now and at one point I even thought I may get the payslip accepted as they asked for it but to no avail.

In previous correspondence they argue that they can't prove my deposit of £500 in June was related to my deposit in September but if that is their standpoint, how can they prove anything was - for example if i already had £2000 in my bank and then my Dad borrowed me £500 to help with my rent and that transaction appeared directly below the bCasino transaction, would they argue this has been funded by my Dad? I'm sure they would!

Can you please help my case by speaking to them and explaining that my monthly income (of over £1200) is sufficient for a source of funds request for a deposit of just £500!

Please let me know what supporting evidence you would like to help with my complaint.

Thanks

Arron

Resolved

£7,200

bCasino - Withdrawal of 20 GBP now allowed prior full account verification

As for other players, I was scammed by bcasino too. I deposited £20 and they refused to award the first deposit bonus, without giving any reason.

I then requested a withdrawal for the initial deposit, untouched, I didn't play any game at all as I was unhappy that there was no bonus awarded. The casino has then send me an email stating that I have to perform some KYC checks, send documents of all kind, including pictures of my credit card (both sides) and receive a phone call. And that for my £20 pound deposited and never used to play.

From such a website, I am not sure I should trust a request to see my credit card. Total scam, demonstrated also by the fact that their chat service proved useless.

Resolved

£20