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Champagne Spins Casino - Unjustified confiscation of €1,628.60

RESOLVED
Complaint Info
Disputed casino Champagne Spins Casino
Reason Bonus terms violation
Amount € 1628.6
Posted on October 9, 2018

Hello!

The 4 of October i did a deposit at Champagne spins casino of 200 Euro. I then recived a 100% bonus wich was nice
Before i started to play with the bonus i carefully read all the bonus terms.

I then started to play a Microgaming slots called Bust the bank, which was okay and not exckuded from bonusplay.
I started to play for 4,50 Euro per spinn. After a while i won very big (around 2 000 Euro).

Then i wanted to play other games because my bankroll had increased so much, so i wanted to become familiar with more Microgaming slots.

I first changed to the Microgaming slot Alaxe in the Zombieland, and i first played for 2,5 Euro per spinn. After a while i changed game to Alaskan fishing and played for 3 Euro per spinn.

I succeeded to wager the bonus requirment and requested a withdrawal of 1 628.60 Euro.

I did send in all the necessary documents to get my account verified and to proceed with my withdrawal.

A few hours after that i recived a mail, and they told me that i had breach their terms, and that they had confiscated all my winning.

Here is what they wrote in the mail:

"Dear XXXXXXX,

The fraud and risk department have picked up dependencies on your account where you have broken the terms and conditions you accepted when joining the casino.

Please see the clause below from the terms and conditions which you have broken:

2.g. Examples of abusing a promotion are:

Making maximum allowed bets on high variance games in order to increase balance.
Decreasing stake after big win and switching games.
As per the attachment you decreased your bet and changed games after a big win hence breaking the terms of the casino.

For this reason the winnings from your last deposit have been forfeited and the deposit is left on your account. "

First of all, in my opinion i havn't breached any terms.
I maximum bet that was allowed to bet was 5 Euro, and i was playing for 4,5 Euro, so i was not betting the maximum amount.
And cause my bankroll had increased so much, i wanted to test other microgaming games. I did play for 2,5 Euro and 3 Euro on the other games, which is not a dramatical increased betamount...

So i want my winnings back to my account or i will take this further, to the licensce authority of Champagne spins.

Thanks for the help Askgamblers, I also send some print screens as proof.

Posted on October 10, 2018

Dear BLOMMAN92

We are sorry that you feel this way and we apologize for any inconvenience, but the actions that you described here on your claim are clearly stated on our terms and conditions as abusive ones.

You are stating that immediately after the win you changed the game and reduced the amount of bets and according to our terms and conditions that is deemed as an abuse.

Moreover, as soon as you reached the volume you placed a withdrawal for all the funds that you had in the account, another action that is deemed as an abuse.

To prevent clients to take advantage of our bonus program and benefits, it is all clearly stated on our terms and conditions

We are offering benefits and bonuses to our loyal and new clients in order for them to use it as a present and not to take an advantage and abuse the benefits.
ChampagneSpins provide a fair and transparent environment for all our clients.

Again we are sorry that you feel this way and if you wish to take it to the license authority as you stated it is in your rights and we will respond promptly to prevent any delay.

ChampagneSpins will submit all documentation to Ask Gamblers regarding your complaint.

Regards

The Champagne Team

AskGamblers
Posted on October 10, 2018

AskGamblers Complaints Team requested additional evidence and information from the Champagne Spins Casino team due to that fact we considered the information and proofs they presented so far as not justified enough to confirm the accusations against player.

Posted on October 11, 2018

As requested, we have provided AskGamblers Complaints Team with additional explanation and information.

Regards,
The Champagne Team

Posted on October 13, 2018

Hello

Well, when i became a memeber and received the welcome bonus, i hadnt intentions of taking an advantage from it. I did play for 4,5 euro per spinn at first (i did notice that the terms said that maximum bet was 5 euro) and when my bankroll increased i took the decision to change game, i wanted to try other microgaming sloys. And that my bet decreased was just a coincidence. And as i said. I would understand the decision if my bet decreased from 4,5 euro to maybe 0,5 euro per spinn, or 1 euro per spinn. But randomly choosed my betting amount, and it became 2,5 euro. I also played for 3 euros. But i still had to wager the same amount, so it doesnt matter if i played for 4,5 euros per spinn or 2,5 euros per spinn or 3 euros per spinn as i did. I would still be forced to wager the same amount.

So i still dont understand the decision? I want my fairly won money into my champagne spins account, so i can proceed with my withdrawal!

Posted on October 16, 2018

Hello BLOMMAN92

After discussions and suggestions from the AskGamblers Complaints Team, we decided to pay you the total amount.
Please check your email and make a withdraw request again, so we can approve it.

Apologies and regards

The Champagne Team

AskGamblers
Posted on October 16, 2018

Dear @Blomman92,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

AskGamblers
Posted on October 17, 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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