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Casilando Casino - Winnings Unfairly Confiscated Citing Bonus Terms Violation

RESOLVED
Complaint Info
Disputed casino Casilando Casino
Reason Bonus terms violation
Amount € 1100
Posted on October 19, 2018

I joined up with Casilando at 11am on 16th October, and utilised the Welcome Bonus.
At 11:57 am , i made a Withdrawal of 1100 euro . To this point in time, none of my Bets had been over 1 euro in Value.
As confirmed by their support team, triggering this withdrawal at 11:57am cause the Welcome bonus to be forefeited, and it was no long on my account. (attached Image). I have also attached excel format of my Gambling history right up to my Withdrawal at 11:57 from the beginning of my activity on the site (apologies for the breaking down into sheets as i could only export 20 records at a time, so the sheet numbers are in increasing chronological order, with the winnings and withdrawal on the final two sheet).

I continued to gamble for the rest of the day, and at roughly 8.11 pm and 8.12pm that night, i bet 10 euro on a game. These were the only event that the stake went over 5 euro, but the welcome bonus was forfeited over 9 hours previously and was no longer active.

This bet, made when no active bonuses were on my account, is being used as reason for confiscate my winnings , citing Clause 7 (vi) of the promotional Terms and Conditions (Attached image of Email received). With this evidence at hand, its clear i was not in breach of the T&Cs, and would kindly request my winnings, 1100 , to be returned to the account, and my withdrawal be completed.

I have a livechat script from a following conversation with Support, citing that a withdrawal forfeits the bonus, and no wagering restriction apply.

Id very much appreciate you to action this, as it is a considerable amount of money for me,

Posted on October 22, 2018

I have attached another Screenshot of my account history, highlighting at 11:57:40 on 16th October, a withdrawal of 1100 being made.
At the exact same time, my welcome bonus, 30 euro, is also revoked. This clearly shows the bonus was forfeited and no longer active at the time of the Bets used to claim the bonus terms were broken

Posted on October 23, 2018

Hi Bobbym80,

Apologies for the delay in response,

After looking at this case again, we have overturned our original decision

The player will be paid out in full.

Best Regards
Stephen

Posted on October 23, 2018

Thank you Casilando and Ask Gamblers for fixing this .
This can be marked as resolved

AskGamblers
Posted on October 23, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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