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Vortex Casino - Unjustified confiscation of winnings


Complaint Info

Disputed casino

Vortex Casino


£ 6189

Posted on May 18, 2015

Dear Complaints Department
I won money on Vortex Casino (£6,189) and they have confiscated it. I feel cheated in a big way. I want to have my £6189 given, as a matter of urgency.

Below is the email correspondence with them (in order) - please HELP? This is a grave situation and i am very upset.

Dear Andrew,

After having received your documents, your Vortex casino account has
been checked.
we reviewed your gaming sessions and it appears that your roulette
playing pattern is not allowed by our bonus policy.
This is a severe violation of our terms of use.

Our terms and condition ( http:/­/vo­rte­xca­sin­o.c­om/­ter­ms_­and­_co­ndi­tions )
clearly state:

2.5. .....the casino reserves the right to confiscate any balance or
pending cashin for the following reasons:
i- If observations of your playing pattern suggest that you are
not playing in the spirit of the game, or deliberately playing at
minimum risk in order to cash in bonus money.

Our verification shows that you break one of the rule mentioned in our
bonus policy ( http:/­/vo­rte­xca­sin­o.c­om/­bon­us_­policy )

4-3. We reserve the right to withhold any withdrawals and/or confiscate
all winnings and bonuses for irregular play. The wording ‘Irregular
playing pattern’ may include but is not wholly restricted to any one
or more of the following types of play: Low margin betting, equal
betting, zero risk bets or hedge betting are considered irregular gaming
when done purposely to exploit bonuses. In addition to this, the
following are considered irregular playing patterns:
4-3-1. Increasing the balance then changing the gaming pattern
significantly (bet, game type, bet structure, etc) in order to complete
the wagering requirements for that bonus.
4-3-2. Using any betting system, or placing even money bets on Baccarat
and Roulette.
4-3-3. Making large bets leading to a substantial gain followed by a
drop in bet size equal to or greater than 75% of the previous average
bet size in order to complete the wagering requirements for that bonus.

Therefore, we had no other choice than confiscate your winnings and
close your account with immediate effect.

Vortex casino management

Dear Vortex Casino

I read your terms and conditions and NEVER came across the page that you
linked me - "Bonus Policy”. I thought everything was included in the
section marked “Terms and Conditions”. I still cannot even find it - where
is it and why wasn’t something as important as this, in your T and C? You
didn’t even have a link to it on the t and c page.

You simply cannot expect me to abide by rules that I never saw and were
never in your T and C. Obviously, if I knew I wasn’t allowed to bet on
e.g. Black, I wouldn’t have. Also, betting on Black, is not minimum risk,
as the chances are not even fifty percent. Perhaps if the chances are
95%, it would be understandable - but to say I have small chance of
losing, when betting on black, is incorrect.

The only T and C, that was actually VIEWABLE was 2.5 (above), and I have
not done anything wrong regarding this. "Minimum risk' was not defined
within the T and C, and so I had no way of knowing that betting on black,
was (incorrectly) regarded as minimum risk by Vortex.

Kindly pay me what I am owed as a matter of urgency (£6189).

If not, please be aware that i will be contacting your Regulatory Body. I
will NOT be giving up, until I am given ALL of what is rightfully mine.

Yours sincerely

Andrew Goldin

Dear Andrew,

Following your previous email, we'd like to inform you that the bonus
policy page is related to the promotions page.
The casino has very strict rules, to prevent any fraud or
misunderstanding and the fact that you did not see the page can not
prevent us from applying our promotions Terms and Conditions.

Our Fraud department checked your game sessions and it clearly appeared
you used a fraudulous method to exploit our bonuses.
It stated that you played like the following:
You made large bets on a single number in roulette, using our bonus
money to generate a substancial gain.
When hit, you made smaller bet on red/black only, until you met the
bonus wagering requirements.

This behaviour is considered irregular and described in the bonus policy
mentioned in our previous email.

We are sorry about that matter but there is nothing we can do as
everything is stated clearly on our website
We do hope you will understand our position.

Vortex casino management

Dear Vortex
If I cannot see it in T and C, I can not meet with the T and C - this is
unacceptable and I feel cheated.

NB I bet 100 pound bets and then went down to 50 pound - I did not go down
to 50 pence.

Also, I received this in an email (regarding betting 100pound on a single

Dear Andrew,

This is correct.

£100 is the max for any roulette bet.
You can bet £100 on 34 if you wish.


Elisa Gensac

Dear Andrew,

These terms are specifically related to bonuses.
Therefore, they appear in the bonus policy, not in the general Terms and

Note that we are not contesting betting 100 on a single number or
betting on black.
We are contesting the whole method.
You used our bonus to generate a gain and then changed your play to
grind out the wagering requirements of the bonus.

" 4-3-1. Increasing the balance then changing the gaming pattern
significantly (bet, game type, bet structure, etc) in order to complete
the wagering requirements for that bonus."

Again, we are sorry but this is clearly defined as bonus exploit and
your winnings are illegitimate.

Vortex casino management

Dear Vortex
If I had lost, you would have kept the money (as you did with the other 4
or 5 thousand that I put in). When I win, you still want to keep the
money. You CANNOT have it BOTH ways.

I did not “grind out” wagering - that would be betting on almost the
entire roulette wheel. The chances of landing on black are 18 out of 37.
I did not drop bet size by 75%, because I went from £100 bets to £50 bets
(50%). You say your T and C is “clear” - then why have you not put it in
clear place? Is it in T and C section? NO.

You have to go to “Promotions” - you then have to go to the bottom of the
page and click on "Promotion T and C”, and even then you have to go to the
bottom of the page AGAIN, to click on “Bonus Policy”. Only then, do you
see it. This is so poor, it is laughable.

Dear Vortex,

Given that I never even saw the bonus policy section because it was deeply
hidden,and given that you restricted me to a max of 100pound per bet on
roulette anyway (therefore difficult to say that I changed my gaming
pattern significantly) - surely, you can see fit to give me what I am

Also bear in mind, that it is only human nature, when you win a lot of
money, to try to protect it a little. I didn¹t even bet on both red and
black - I just did one or the other (18 out of 37 chance).

Also, given your withdrawal rule of 20 X Bonus, I could NOT have continued
on the same pathway anyway (bets of 35/1). This is because I either
would have ended up on 0 or I would have been so far above the max
withdrawal, that I would have had a great deal of money taken from me (on
withdrawal) . This would have been unfair on me and so I¹m sure you can
realise that I had little option (to at least try to consolidate a little).

I am asking nicely, to please see my point of view and allow the money to
be given.


Posted on May 7, 2015

This case has been reopened upon submitter's request and we would like to give it one more chance for a successful resolution.

Posted on May 18, 2015

This case has been reopened upon player’s request and we would like to give it one last chance for a successful resolution.