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BitcoinPenguin Casino - Declined my winnings with absurd reasons

UNRESOLVED
Complaint Info
Disputed casino BitcoinPenguin Casino
Reason Declined payment
Posted on October 17, 2018

I’m writing because I made the mistake of joining Bitcoin Penguin Casino. I’m hoping that my dispute can be mediated or that at the very least I can make as many people as possible aware of the kind of treatment they can expect at Bitcoin Penguin.

Last week I made two deposits at Bitcoin Penguin. For each deposit a bonus was automatically added to my account. I read the rules and carefully followed them. I lost the first time and then was lucky enough to win the second time even with the huge amount of wagering that the rules stated I had to do. After cashing out I received an email spouting some nonsense about me playing with a “great bonus advantage” and therefore having my winnings cancelled. I’d like to draw your attention to the fact that the bonuses were automatically added.

Dear Player,

Unfortunately, our system detected a great bonus advantage from your side (i.e. bonus abuse). We have to confiscate the winnings from a bonus and leave you the deposit amount.

We are sorry for inconvenience and hope for your understanding.

Best Regards,

Bitcoin Penguin Casino Support Team

Fri, 09/14/18 1:28 pm

I do not understand what you mean. I played the games that were on your

website and the bonuses you gave me were automatically added to my balance,

can you explain why you are stealing my winnings?

Support Agent

Fri, 09/14/18 11:42 am

Dear Player,

Unfortunately, our system detected a great bonus advantage from your side. We have to confiscate the winnings from a bonus and leave you the deposit amount.

To prevent getting to the list of players that abuse bonus offers we have to currently disable bonuses for your account.

It's not permanent and you can continue playing and withdraw the funds anytime.

In case your bonus ratio lowers - we'll be happy to offer you our promos and bonuses as we used to!

We are sorry for inconvenience and hope for your understanding.

Best Regards,

Bitcoin Penguin Casino Support Team

So basically if you deposit twice and win on the second deposit you will not be paid because you have a “great bonus advantage”. One that is actually automatically given to you. I don’t care about being on their “list of players that abuse bonus offers”. I would just like to be paid what I won. Failing that I will at least like to make my experience as public as possible.

AskGamblers
Posted on October 17, 2018

Dear @LuckyBit4,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

AskGamblers
Posted on October 23, 2018

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.

BitcoinPenguin Casino Complaints

  • 4 of 15 resolved
  • 3 days avg response
  • 5 days avg complaint life
  • 7,193 USD avg amount

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