This player has not posted the full story and seems to have omitted most of the communication we have had in an attempt to make us appear disreputable.
We noticed a group of players claiming the largest possible bonus (usually through a third party source where we offer an exclusive) then accruing winnings through our RNG Classic Blackjack, which does not contribute to the wagering requirements. The players would then always deviate straight to our RNG European Roulette and place repeat no/low-risk bets (almost identical between accounts) in order to meet the wagering requirements associated with the bonus at which point they would withdraw. This was not an issue we took with one players gameplay, it was a large group of players doing near exactly the same thing and nearly always winning large amounts.
We have no sufficient reason to suspect that this player was part of a group or network, or even that a group exists. However it became very clear that a number of players (some had won and been paid 3-4 times using this after claiming redeposit bonus offers) where taking advantage of bonuses and following a SET STRATEGY of gameplay to withdraw again and again.
Due to this we agreed that this player was abusing the bonus and applied term 11.1 as the player has stated: "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.”
From this point did not close the players account or confiscate any winnings. Instead we contacted the player saying that we believe she is abusing the bonus by using this strategy and she will have to meet the wagering requirements associated without playing European Roulette again due to the strategic nature of her previous play. The winnings where still open to the player and we made that very clear.
The player then replied asking some questions and mentioning that she will complain, we replied to the questions and stated once again that the winnings are available however you will be required to meet the wagering requirements without the strategy we have identified. The player then emailed back stating that the funds in the account should be freely available otherwise they will complain.
We offered the player the chance to keep her winnings and wager through the bonus fairly several times, however they refused to do this. In the players own words “I will expect my balance to be freely available to me. Short of that, yes I would to issue a complaint.”. Due to this we were left with no option but to lock the players account for bonus abuse and refund their deposit. We did not just “confiscate winnings” as stated.
We are not a casino that kicks everybody and anybody out because we don’t like the way they have played as stated, we take cases like this extremely seriously and when a clear strategy to abuse the bonus is being used by a large number players we do need to act. We did not just rush in and confiscate winnings, we offered the chance for the player (and others) to wager through their balance fairly, since they have refused to do this on several occasions we are left with very little choice but to refund the players deposit.
Due to the this case we added European Roulette to our wagering restricted list, this was AFTER we asked the player not to play the game again and the new term clearly protects us from future bonus abuse. We have not retroactively altered any terms that we have mentioned in this case or that we have applied to the player, by making general, silly and short statements such as this the player is simply trying to make us sound corrupt - something I hope that most can see through.
I'm happy to answer any questions anyone has on here in regards to this case.
Alex – CastleCasino.com