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Casino.com - Bonus Winnings Taken

UNRESOLVED
Complaint Info
Disputed casino Casino.com
Reason Bonus terms violation
Amount £ 325
macridgway United Kingdom Message
Posted on December 31, 2014

Hi,

I signed up three weeks ago to casino.com and used their £20 no-deposit bonus. After playing through the wagering requirements I had a balance of £325. Upon requesting a withdrawal I needed to follow their identification process.

I sent the relevant documents in four times due to them not receiving through one of their email addresses. It took three weeks to verify them and whilst they were doing so, I tried to get in contact various times to check on my account status. I was surprised at the lack of knowledge they have when the documents are being verified and got the same response almost every time.

I received an email today stating my account had been re-opened but the bonus had been removed due to me breaking their baffling rules. I followed the terms and conditions of the bonus and played through as required. I was accused of being 'playing as part of a syndicate or in collusion with other players, or is identified as playing in a way designed solely to exploit bonus awards'.

I was then told 'This issue is not debatable nor we will enter into further discussion as to our reasoning behind this decision'.

Im sorry but this is not good enough for taking away that amount of money. I bet over £1500 in this casino to get to that figure of £325 fairly and to have it taken away is pure day light robbery.

I hope you can look into this for me with the up most respect.

Regards
Jack Ridgway

Posted on December 19, 2014

Dear Jack,
Thank you for raising your concerns.
Firstly, let us clarify that here at Casino.com, we take the KYC process very seriously.
The fact that your account had failed security verification checks triggered the request for documentation, and the account being blocked. Please note that, as per our general T&Cs, section 6.5, we are entitled to request documentation and/or take measures to restrict accounts at our discretion.
Secondly, additional reviews carried out on the account revealed a clear bonus abuse strategy, including via collusion. The activity on this account contravened Sections 13.2 and 5.1(xxiv) of our general T&Cs. As a result, and in accordance with Section 13.2 and Section 16 (ix), winnings were cut and your deposited funds returned to you.
If you are dissatisfied with this outcome, may I please direct you to Section 17 of our T&Cs, which details our Complaints Handling process.
Best regards,
Casino.com

AskGamblers
Posted on December 27, 2014

@macridgway,
Is this complaint resolved?

AskGamblers
Posted on December 31, 2014

This complaint is unresolved. We didn't get any proof of the casino that this player breach mentioned T&C terms, nor player confirmed that he/she are satisfied with a respond of the casino.

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