I deposited £50 (GBP) at Cosmik casino on 29th May which was converted to €59, and I also received a deposit bonus - I instantly contacted the live chat facility to have this removed.
I then played a number of games, mainly various types of blackjack, with a degree of success and at one point my balance was over €400. After playing some more this reduced to €387.50 which I promptly withdrew.
After several days of hearing nothing about my withdrawal, I received an e-mail stating that the withdrawal had been declined - with no explanation as to why. I contacted live chat on Thursday 5th June and was told that I had to speak to my account manager 'Jeff', who had left work but would be in the next day at 8am and a message would be left for him to call me right away. Friday morning came and with no call by 9am I went back on to live chat and asked for Jeff, only to be told "he isn't working today, come back Sunday". I asked for another manager to be told that there were none in the office - what sort of online casino has no managers available or in the office?? Clearly a lie to try and fob me off!
The assistant on live chat then explained that the winnings were void due to 'irregular play', which involves placing a bet of more than 30% of the bonus value. When I then explained that I didn't use a bonus (had it cancelled), it was pointed out that this policy also applies to 30% of a deposit value?? Therefore when depositing my €59, the biggest bet I could place was €17.70. And if by some miracle I won 10 hands on the run so my balance was over €200, the maximum bet I could place would STILL be only €17.70!! it's absolutely nonsensical, and a complete and utter con designed to avoid EVER paying out any winnings. These T's & C's (which I have never heard of at ANY other online casino, and I have played at many!) are not clearly explained on signing up and are not like any other online casino.
Unless my winnings are reinstated and credited to my bank account I will not rest and will not stop this complaint, whether it involves the gambling commission or elsewhere.
Red Ping Win Casino