Complaint #1 Castle Casino

Casino takes back winnings

By asalsps

12 years ago

Message on forum

Hello, I deposited 100 at Castle Casino. I received a 200 bonus. I didn't break any bonus terms in my playing. They decided they didn't like how I played and have taken back all my winnings of 1000.

They said I used a "betting system" and are quoting a vague clause: "11.1. All our promotions are designed for genuine players who may be interested in continuing membership and play at the casino and are happy to wager with and risk their own money. Promotions may be deemed void at any time to individuals or groups who are suspected to abuse or have a record of promotional abuse or fraud at CastleCasino.com or any of our affiliate merchants. Any winnings accrued by such individual or groups will be deemed void and withheld.”

Let me be clear. I did not violate any specific betting rule in their terms in either games I played or how I played them. I am not part of any group, although they have not accused me of that. They simply don't want to pay.

They have now retroactively altered the terms slightly since I played.

thanks

Disputed Casino Castle Casino

Reason Terms violation

Discussion

AskGamblers

• Support Team

13 years ago

After the investigation, we found this case as the breach of casino rules and regular playing behaviour , so have to decide in favor of casino. This complaint is solved!

asalsps

14 years ago

It's odd how you have put the onus on me to raise a "valid" point. The onus is clearly on you to show how you are in the right to take winnings from me when I have broken no rule. You certainly have not done this, as the commenter in this discussion has pointed out. In fact, everything you have said only helps my claim: The games I played were not restricted, I am not part of a group, etc. Did you read the comments from the third party?

Now since you are losing the discussion you want to run away?

As to your gaming license, it is indeed not noted in the second paragraph as you claim. The first statements in your terms page are a disclaimer and not part of the terms themselves. So, the part you reference regarding the license is actually in the first paragraph.

You still haven't answered the question though, unsurprisingly. What body do I contact with a complaint? You say you are licensed in Cost Rica. Ok. So. Whom do I contact to file? That is what I want to know. The address. The phone. The email. The website. Any legitimate casino should be happy to provide these details without making the player go to outside channels.

Castle Casino

• Representative

14 years ago

The second paragraph states that we are operated by "a live online gaming company incorporated and regulated in Costa Rica", the paragraph you have pasted is the 3rd paragraph on the page.

We've been through the other questions several times, via Ask Gamblers and other means of contact. We can't continue to go round in circles with this and therefore have no further comments on this unless of course you can raise a new valid point.

Kind Regards,

Alex

asalsps

14 years ago

1. The casino has repeatedly called me a liar, resorting to ad hominem attacks because they have no grounds for an actual argument. They are the ones misleading in fact. Case in point: the second paragraph of their terms does in no way state who their regulator is. I invite everyone to read it for themselves. It says in full:

Financial transactions are completed through our European subsidiary Earthsky Limited. Earthky Limited is incorporated in Nicosia, Cyprus and has it's registered address at: 10 Samou Street, Elysium Building, Agioi Omologities, P.C. 1086, Nicosia, Cyprus.

Where in there does it say who the regulator is? Nowhere. Your financial processing company is NOT the same as your regulator Castle Casino. Did you know this? Your company's location does not indicate your regulator either.

I ask again: Who is your regulator? What body? Why can't you answer this simple question?

2. What do "a large number of other players" have to to with me? You yourself said you do not suspect me part of a group. Why do you insist on bringing this up? It is not relevant at all to my case. This an attempt to smear me it appears.

3. It is not the player's responsibility to pay for the casino's errors. If your terms are vague and unclear that is your mistake, not mine. Pay the players and then fix your terms for the future. That would be honorable. Don't pass the cost of your mistake on to me by taking my winnings. You admit I broke no, specific, stated terms in your responses. Case closed.

User rd120786 agrees. Are we part of a group now too?

Castle Casino Complaint Stats

Resolved 2 / 4

Avg. Amount $301

Avg. Complaint Duration 21 days

Avg. Response Time 3 days

Castle Casino Complaints

See all complaints for this casino

Castle Casino closed my account down for "potential" fraudulent activity

I joined Castle Casino on the 1st of October 2014 and played on their site for exactly one day. I deposited a total of £630 and wanted to withdraw approximately £770. I initially did ask for their bonus but when I realized the fold over amount I forfeited all bonuses to my account and played with my own money instead. After requesting for a withdrawal, I received an email congratulating me and asking me to verify my documents. Five hours later before having the chance to respond, I received a second email which was Please be informed that our credit card processor has warned us and flagged your account for potential fraudulent activity. For this reason, we decided to refund your deposits and voided all activity in your account. Please note that you have been permanently excluded from Castle Casino, you will not be allowed to play here again. We wish you good luck at another casino. If we can help you with anything else, please feel free to let us know. Thanks and best regards, I tried to log onto my account and they have wiped all my information, my username does not exist. I spoke to one of their workers on live chat and she informed me I should be hearing from the payment team in 24 hours, two days now and still not a word. Firstly, it states "potential" fraudulent activity, I have no idea what I did wrong for them to think this and they did not elaborate what they meant. I find it hard to believe that they can get away with this without even communicating with their customers and closing down an account without any hard proof. I do not know how to cheat and with a winning of £140 minus my deposit, that is hardly fraudulent. They only offered to give back my deposits which still I have heard nothing of and out of principle despite how little or large the winning is, I want what I won fair and square. This Casino has great customer service when you are a customer but once they throw you out, or deactivate your account and wipe all your details then good luck getting any response from them. I have never experienced anything remotely as bad as this from casinos and I am very insulted and disappointed that castle casino did this to me. I just want my money back and my winnings and for someone to actually contact me to tell me what the situation is. I do question if I had lost, would they have offered my deposits back?

Resolved

£770

they just refuse to pay out?????

this guys are just refusing to pay out.
they keep saying a lot of workload ??? wich is just a bunch of rubish
I play with huge site wich have over 3000 betting shops and over a miljoen registerd custumers and when i cash out the money is in my neteller account in less than 2 h.
so this guys telling players the cashier has just tooo mutch work to send out the cash outs is just a joke.
I am waiting over a week for my small cash out wich still has not been send. funny think is the money is Always available on my playebal account and each time i log in and go to a table the money is just right there to play with. not in proccesing account or cancel withdraw page just right there to use.
so that just shows that castle wish not to pay out honestley and correctly and only think they care about is to keep u on the tables so u do lose ur money . how big or small the amounth is.
wich is shame full.
and yes we can have over 100 deposites a day and each in matter of secounds but u can have only 2 withdraws a week??? wich once again must be a joke or part of a scam.
so if u wish to play and cash out sometimes i guess castle is just not the right place.

Unresolved

Castle casino uses different excuses not to pay & took my winnings

I won at Castle Casino and them they removed my winnings, saying that I did not withdraw in a timely manner and they sent me the following email :
"Dear Peter,

I hope you are well.

Unfortunately due to the winnings you’ve accrued from a bonus provided at Castle Casino not being withdrawn the full balance will now be reverted back to the original deposit. You can view information on this in our terms and conditions which I’ve listed below for convenience:

11.8. Unless otherwise stated, all bonus money needs to be either used or the complete balance withdrawn within 21 days after being credited to the customer’s account. If these credits are not used, the full balance, including any winnings accrued, may be removed from the players account. No claim shall lie against the CastleCasino.com in the event the balance is forfeited in these circumstances.

If you have any questions please do not hesitate to get in contact.

Thanks and best regards,
Alex Robinson"

I notified the casino that the system would not let me withdraw until they received my documents. And they sent the following email:
"Hi Peter,

Apologies for my slow response in this case.

I see your point here and in this case agree that the KYC delay was the reason for overstepping this timeframe which is fairly new, we need to refine our terms to ensure cases like this are taken into consideration. Given this circumstance, your account will be reinstated with its previous balance shortly and you should be able to withdraw without issues.

Enjoy the winnings and I hope to see you back at Castle Casino soon, we owe you a bonus on the house for the misunderstanding!

Kind Regards,
Robert Dunn"

After a few days my money was not returned to my account, I sent an email "Hi Robert
When can I expect my winnings placed back into my account? You said I would not have any issues with my withdrawal and yet the money has not been put back."

A few days later Robert Dunn emailed me with another excuse not to pay me. This was his email:
Dear Peter,

Thanks for your patience with my response.

The reason for the delay was that I noted your account was under investigation from our software team in a completely different scenario, therefore I had to delay this until it was concluded.

The investigation, which was to identify a group of players who have a set strategy to take advantage of special bonuses in order to cash out large amounts, has identified your account as that of a bonus abuser and therefore under term 11.1 all winnings will be voided and your deposit returned. You can see this term below:

11.1. All our promotions are designed for genuine players who may be interested in continuing membership and play at the casino and are happy to wager with and risk their own money. Promotions may be deemed void at any time to individuals or groups who are suspected to abuse or have a record of promotional abuse or fraud (charge backs) at CastleCasino.com or any of our affiliate merchants. Any winnings accrued by such individual or groups will be deemed void and withheld.

As you’ve previously mentioned complaining to the websites we partner with to provide these bonuses I’ve provided them with an outline of the game strategy used across yours and several similar accounts in advance. I’m happy to provide you directly with further information on our case if you’d like this.

Kind Regards,
Robert Dunn

They closed my account. This is a mistake and completely unfair!
Regards

Unresolved