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Betspin Casino - Withdrawal problems & unjustified confiscation of legitimate winnings

UNRESOLVED
annmarryafool United Kingdom Message
Posted on February 11, 2017.

There was an offer for 10 free spins worth £2.50 each if you deposited and rolled over (once) £100. Any winnings from the free spins had to be rolled over 25x. I took part in it for 5 days in a row. I deposited £525 over those 5 days from those 5 offers and the first sign up offer and had no problem depositing the money each time. When I was making my withdrawals they were being cancelled, but when I spoke to customer services about it each time and they said it was for no reason they could identify and just to try it again. I even had one agent tell me they would do it themselves but we were disconnected before it happened. I won £2728.40 over these days (total, including money deposited and then wagered), most of it from the initial deposit which I then played through once. Some of it from the free spins balance which I rolled over as required. Of the £2728.40 I won £1546.32 was from normal gambling (just wagering what I had deposited once) and the rest was from free spins I won money from and then eventually went on to meet the wagering requirements with. All of it was refused to be withdrawn and eventually it was all taken from me. On a couple of the days I wagered £100, they then simply credited my account with £200 from the previous 2 deposits and said I had breached terms. When I asked them what terms they couldn't answer. They then deleted my account history so I couldn't see the amounts, but I had already taken screenshots by then. The transaction history was restored after what they said were technical problems. When I first raised the issue with them they told me they would e-mail a detailed explanation later that day. I did not receive anything and contacted them the next morning about it, they told me they had technical issues but that the issues had been resolved and they would contact me later that day instead. I contacted them later in the day and the team leader who was dealing with the enquiry had left for the day. The enquiry has been hampered quite a lot by technical difficulties it seems.

I believe they are trying to take advantage of me because of my age (70) and condition (I am not well). I understand that slots are not weighted in my favour, and I am content to lose a few pounds each day doing them because I can do it from bed and I enjoy it. However, I am not a senile old woman and I know what I have won and what is mine. Their behaviour and attitude the entire time has been disgraceful and even condescending at times, and I may be old but I am still sharp and tech savvy enough to know what I'm doing.

Here is a detailed breakdown of my deposits, wagering, and winnings:-

Day 1 (01/02/2017)
- Deposited £25, received bonus funds with wagering requirement, lost all £25 in wagering before requirements were met.
- Deposited £100, wagered £100, won £107.54 (net win of £7.54), withdrew, withdrawal declined.
- Received 10 free spins on Wild Chase worth £2.50 each, for the £100 deposit above, won nothing after wagering requirements.

Day 2 (02/02/2017)
- Deposited £100, wagered £100, won £282.58 (net win of £182.58), withdrew, withdrawal declined.
- Received 10 free spins on Wild Chase worth £2.50 each, for the £100 deposit above, won nothing after wagering requirements.

Day 3 (03/02/2017)
- Deposited £100, wagered £100, won £277.82 (net win of £177.82), withdrew, withdrawal declined.
- Received 10 free spins on Wild Chase worth £2.50 each, for the £100 deposit above, won nothing after wagering requirements.

Day 4 (04/02/2017)
- Deposited £100, wagered £100, won £41.70, (net loss of £58.30) withdrew, withdrawal declined.
- Received 10 free spins on Wild Chase worth £2.50 each, for the £100 deposit above, won £709.78 after wagering requirements, withdrew, withdrawal declined.

Day 5 (05/02/2017)
- Deposited £100, wagered £100, won £836.68 (net win of £736.68), withdrew, withdrawal declined.
- Received 10 free spins on Wild Chase worth £2.50 each, for the £100 deposit above, won £472.30 after wagering requirements, withdrew, withdrawal declined.

Total deposits of £525. Total winnings from deposits of £1546. 32. Total winnings from bonus spins after wagering requirements of £1182.08. Total removed from account: £2728.40. Total credited to account (and current balance): £200.

After 2 days of no response to this I have decided to involve yourselves. I have been as detailed as possible but if you require any more information please do not hesitate to e-mail me.

AskGamblers
Posted on February 14, 2017.

Dear Betspin Casino,

Please let us know if there's some update regarding this case.

AskGamblers
Posted on February 19, 2017.

This complaint has been reopened as per submitter's 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.

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