Complaint #2 Casino Del Rio

Casinodelrio offers me a bonus but refuses to credit it

By zucker3

11 years ago

Message on forum

Casinodelrio tries to fool me in a very funny way. I signed up at that casino recently and they sent to me an email that said welcome to Casinodelrio and that I could claim a welcome bonus. I was contacted by a live support rep who said I could claim a welcome bonus of 200% up to 200 credits. I said I want to claim this bonus of 200% and the rep said he would credit it once I have made a deposit. I deposited 100€ and I asked the rep the credit the bonus. However, he said that I am not allowed to receive bonuses because of unusual bonus usage in my casino account. Of course I made a protest but it did not help. The rep said it was a decision made by the management after I deposited. hmmm, not sure if I should believe that but anyway I emailed them asking them to credit the bonus they offered me but they refuse to do so. they reason they said is:

"Upon investigation, the bonus has been blocked from your account only after

the bonus offer and your deposit have been made. This is based on the gaming

activities you had in one or more related online casino accounts."

Imo they cannot treat me this way. They offered me a bonus and I claimed it and so we have made a valid deal. They cannot back out of this deal once it has been made so they ought to credit the bonus now. And I do not know what they mean by gaming activities in one or more related online casino accounts so I do not even understand why they act this way.

Disputed Casino Casino Del Rio

Reason Bonus not given

Amount €100

Discussion

zucker3

• Germany

14 years ago

meanwhile Casinodelrio has processed the withdrawal so I have received the 100€ I had deposited. Imo it is not ok that they refused to credit a bonus that they offered me but it is enough now and this case can be closed :)

zucker3

• Germany

14 years ago

so Askgamblers is sure that Casinodelrio will return my deposit quickly. However, I requested a withdrawal of my deposit five days ago but I still have not received these funds yet. Strange.

And imo it is not fair that they offered me a bonus but then refused to credit but like I said I am fed up with this matter now and I only want my deposit back. The term that was quoted about abusive strategies and excluding players from promotions does not apply in my case because I had not played at Casinodelrio before and I wanted to claim the welcome bonus that they had offered me via an email and via the live chat. How could my play be abusive if I am a new player? I do not understand.

But like I said it is enough now and I only want my deposit back and I should have received it by now but I have not received it yet and I wonder when I will receive it.

AskGamblers

• Support Team

14 years ago

Zucker3, you have mentioned twice about their unintentional mistake to post a reply in the comments section, instead official reply.

This is totally irrelevant in this case.

Your case is a very common occurrence in many online casinos, if they found any suspicious activity in your account history.

As they state in their Bonus Terms & Conditions:

"3. The casino reserves the right to review transaction records and logs at anytime, for any reason whatsoever. If, upon such review, it appears that player/s are participating in strategies that the casino in its sole discretion deems to be abusive, the casino reserves the right to revoke the entitlement of such player to the promotion."

They have all rights to void your winnings and given bonuses.

As Casino Del Rio has a very clean history with us, we are pretty sure that you will get your deposits quickly.

After that, this case will be considered as resolved.

zucker3

• Germany

14 years ago

so first Casinodelrio failed to post reply for four days and therefore the case was closed due to their inactivity. Then they posted a comment instead of a reply. Meanwhile the case has been reopened and the comment was turned into a reply so now it is my turn to post a reply again.

Imo the statements by Casinodelrio are useless because they miss the point again and again. The point is that they cannot offer a player a bonus and then refuse to credit it once the player has deposited. They should either not offer a bonus or they should credit it once they have offered it and the player has claimed it. No matter if the player is problematic or not - whatever problematic may mean. Not sure what they mean by that.

But anyway I am fed up with this matter now and therefore I requested a withdrawal of my deposit recently and at least Casinodelrio should process the withdrawal quickly now.

Casino Del Rio Complaint Stats

Resolved 6 / 8

Avg. Amount $2,497

Avg. Complaint Duration 8 days

Avg. Response Time 3 days

Casino Del Rio Complaints

See all complaints for this casino

Locked my account after a withdrawal request

Dear sir, Casino del rio try cheated on me ...after my account verified and update from free bonus $15 then in the next 3 days ill try collect my money for fund my skrill with $50 as terms thats casino for cashing out my winning, after send all documents then my account has been update and verified ., but after my account verified the support told me via email i can make request withdraw my winning, then i take withdraw $250 , but suddenly in over 2 hours when i want to check my status withdraw .....my account had been locked , its make me ungry and sad, i fight with hard for collect $50 for deposit terms withdraw my winning $250, its made me ungry and insulted me , this casino try cheated on me, please help me askgamblers.com , find for this best result , i wanna back my right my winning ...thats my right ...now this casino suddenly robber me without explanations ...so bad behavoir, i ll send you all documents all evidence from this casino, please help me askgamblers.com its make me so hurt , thank you, please please help me sir

Unresolved

$250

Not approving withdrawal for 11 days, suggesting to cancel and play

Won some money and wager my bonus, even more then needed. Ordered withdrawal. As they don't send me a request to send them documents, I made it by my own iniciative, after asking support, where to send it. They said, that will write me back when done. Still silence.

Resolved

$369

Having hard time with my account's verification

Hello, this is more of an unusual complaint in the fact that casino del rio are not receiving my notarised ID or are choosing to say it is not there when it has been delivered !!! I have been trying to send them ID which has gone on for nearly 6 months now and this is the the third time they are saying they have not received this..I firstly sent the parcel signed for and it didnt get there, secondly I sent it global express and paid 62gbp for the pleasure and it got returned as the address did not state the casino name on it (as I was told NOT to state this when sending) so now a third time and over 200gbp down I have had confirmation that this was signed for by W.CASINO on 27/10/14 at 18.10pm obviously by winner casino who now owns casino del rio due to the new uk legislation. Del Rio/Winner still claim yesterday that after it being signed for in there offices nearly TWO WEEKS ago have still not received the items ??? I am growing increasingly frustrated with this casinos behaviour as I am at a loss what I can do when I have proof it has been signed for by the casino and they point blank refuse to admit they have it ??? please help me ask gamblers. I have attached proof of delivery as well. Jess.

Unresolved

Voided 12300 In Winnings

Hello, yesterday I won 12,300gbp on video slots and as in Casono Del Rio terms for the bonus if you breach a bet size of 25gbp there is additional wagering attached . so when I made contact with them in live chat yesterday I asked to know what my wagering was left to do and after they took a while trying to calculate the wagering they said they would email me. I got an email just now to say due to being in breach of term 7 of their general terms and conditions where I placed bets in excess of 25gbp they have confiscated winnings as per mnagement discretion of WINNER casino. FIRSTLY....I have signed up an account and won money at CASINO DEL RIO not WINNER casino and SECONDLY...in the general terms it says if you place bets higher than 25gbp there will be additional wagering attached and nothing to say in the terms that breach of 25gbp max bet rule will void any winnings accrued...all I can see of information in the terms regarding voiding winnings is if you play with multiple bonuses which of course I have not. I urge casino del rio to reinstate my winnings and inform me of the updated wagering which I need to adhere to complete and withdraw my funds as at the moment there decision to confiscate winnings is a clear breach of contract as that very important part they are referring to about 'voiding winnings upon management discretion' is absolutely not stated anywhere in CASINO DEL RIO GENERAL T&C's I attach del rio terms as the file is too large please let me know an email address I can forward it to? thank you and please contact del rio to reinstate my winnings.

Resolved

£12,300

Casino refuses payment by sending bank draft that never reach my address

On June 6'th I requested a payout from Casino Del Rio.

After verification process was done, on June 12'th they informed me by mail that the payment will be processed through bank draft that will be sent to my postal adress in 21business days.

Because the bank draft hasn't reached my address, on July 17'th I emailed them regarding this matter on which they adviced me to wait another week the bank draft to arrive.

After another request to their support team I receive next reply:

"Dear Engelbert,

We are contacting you with regards to your withdrawal.

We have now coordinated this issue with your bank to check the status of the cheque. Once we have received an update, we will immediately notify you via email.

Thank you and have a great day!@

Should you have any questions or concerns, please do not hesitate to contact the Casino Del Rio Support Team.

Email: [email protected]"

I don't understand how this could be possible as long as I didn't received the bank draft to deposit it to my bank.

On August 8'th they canceled the bank draft and founds were returned back to my balance.

After numerous e-mail exchanges on August 14'th they announce me that the withdrawal was processed by bank draft and that I have to wait 21 business days to receive it.

On September 12'th I am writing an e-mail to them to express my concern regarding this case on which I received the next response:

"Casino Del Rio

Sep 19

to me

Dear Engelbert,

We have sent you this email in line with the Bank draft sent to you last 14 of August 2013.

After the investigation of our Finance Department, we can confirmed that the Bank draft has been shipped to the address detailed on the bank statement you have sent us before and to verify again the address, the bank draft was sent to the address below:

Engelbert G***

Aurelienstrasse **,. Leipzig ****

We will be able to cancel the bank draft and send it to your address again however this will prolong the process and the waiting time. In our experience, we have not encountered any issues at all, most of our customers received their bank draft and were able to cash it out from their bank.

Please let us know if there any changes on the address specified on the Proof of address you have sent.

Should you have any questions or concerns, please do not hesitate to contact the Casino Del Rio Support Team.

Email: [email protected]"

After that I e-mailed them and I got no reply by now.

I consider Casino Del Rio avoinds payment to me by using this method of payment. I am not able to check if they really sent the bank draft and they know it.

Also I requested another payment method to be used and they denied this possibility even I made my deposit using Neteller.

Resolved

Delays

I deposited 20 euros at Casinodelrio, I got 40 chips non-withdrawable bonus, and I wagered the required (20deposit+40bonus)(20times)(3 when playing blackjack)=3600 in order to be able to withdraw my winnings. I won, and my balance went to 172, but when I tried to withdraw, I got a pop-up message saying that I will lose my winnings because I still have bonus in my balance. Support insisted to deal with my problem by talking to me by phone, and told me that there is indeed a software error as I met the wagering requirement, and that they will contact me within 24 hours when they would had corrected the error. Obviously, they want to delay the matter and not pay me or perhaps pay me after months etc. Of course, not paying my winnings is a fraud, as it's "you lose your deposit if you lose, you win zero if you win".

Resolved

Doesn't pay and doesn't reply to my emails

Dear Team AskGamblers,

It has been over a month now. This story went like this. Over a month ago around end of March, I downloaded, installed and registerd at Casinodelrio.

I deposited 100 euros and tried to claim the welcome bonus. The customer support told me that I wasn't allowed to receive any bonus. Frustrated as I was, I still gambled some on Blackjack without receiving any bonus. And made my 100 euro's into 300 euro's. Hence I asked for a withdrawal through the Cashier.

I got this email from them asking some documents, which i have sended. I believe they were accepted, since they haven't emailed me back that they were declined. I sended this on 20 april 2011.

Afther that, I only got emails back from their support, that I wasn't allowed to withdraw anything, because they claim (their financial support) that I had received a welcome bonus and hadn't obligded to their terms and conditions.

I have emailed them several times, saying and trying to explain that i have never received any welcombe bonus, because i wasn't allowed to. Now they don't respond to any of my emails anymore.

This is what they email me (it's in french):

Bonjour David,

Vous avez récemment effectué une demande de retrait après avoir reçu un bonus.

Or, vous ne vous êtes pas conformé aux termes et conditions des bonus, car vous n’avez pas misé la somme totale requise et/ou vous avez placé des mises sur des jeux exclus (veuillez consulter la liste des jeux exclus à http://www.casinodelrio.com/fr/bonus.html#general).

Nous avons donc décliné votre demande de retrait et reversé le montant du retrait dans votre compte. Vous êtes prié de miser une somme supplémentaire de Belgium:wage ok, waiting ID,POA (Aneth 30 April 11)(T)

**BS aux jeux autorisés, avant d’effectuer une autre demande de retrait.

Basically it says that i had received a bonus (which i didn't) and that's the reason they don't want to pay me.

Anyway, I think this is really not fair and strange. First they say i wasn't allowed to receive any bonus. Now i have made a little profit and than they claim that i have received a bonus.

Please do help me. If needed i have made a printscreen of the transaction history at Casino Del Rio. Since it is a playtech casino, I understood, that if you receive any bonus it will show up in the transaction history. But on my printscreen of Casino Del Rio, you will see that i have only deposited and received no bonus and that I have asked for a withdrawal 2 time, which were all declined.

Hope you or anyone can help me. And do stay away from this casino. It is really a malpractice to treat your customer this way. I don't mind and completely could understand if there is some miscommunication. But not responding to my emails, is just really ... I prefer not to say that word here.

Thank you for reading.

< name removed >

Resolved