Luxury Casino - Declined payment

Hello I joined to luxury casino yesterday 18/08/2015 they sent me an email saying 10 free spins no deposit required I won and carried on playing an then I hit big an won over £1400 I tried to withdraw but was a bit confused so I went to live help and they walked me threw the process the operator said there was no problem an it should go threw within the next 6-10 working days also after there pending period which is 48 hours
Well I just tried to log into my account as I have done so all day just to check that I was not dreaming an it said pending now however I can't log in I have been locked out an been told to email risk management department as there is a problem Now there saying I breached the tearms which is a lie they just don't wanna pay out

Dear @Samantha18,

Any updates regarding your complaint? Thank you.

Hi Samantha

Annabelle from risk management sent you an email explaining that you had broken the 25% rule since the "free spins" were given as a bonus of $3, so the max bet you could make was $0.75. She also sent you the bets placed that broke the 25% rule.

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Hi Samantha,
Thanks for your email.
Your cash in has been blocked due to a breach of the terms and conditions of the casino.
The Casino reserves the right to withhold any withdrawals and/or confiscate all winnings for irregular play. 'Irregular play' includes but is not limited to any one or more of the following types of play:

i. Placing single bets equal to or in excess of 25% or more of the value of the bonus credited to the account prior to the play-through requirement for that bonus having been met;

This means that if you received a bonus of $3 , your maximum bet is $0.75. Here are the irregular bets you made immediately after receiving the bonus.

21706896 08/18/2015 08:08:02 AM Mega Moolah 1 3.56
21706896 08/18/2015 08:12:53 AM Mega Moolah 1 16.92
21706896 08/18/2015 08:10:37 AM Mega Moolah 1 5.4
21706896 08/18/2015 08:11:12 AM Mega Moolah 1 4
21706896 08/18/2015 08:14:19 AM Mega Moolah 1 175.16
21706896 08/18/2015 08:24:59 AM Major Millions 5 Reel 3 30
As such your cashin is void and has been confiscated.
Please note that our decision is final.
Kind regards,
Annabelle

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As this was explained to you, and the rule was broken, this is obviously not a lie as stated by you, and there is nothing I can do here. It is always the players responsibility to read the terms and conditions they agree to when joining the casino.

Cheers

No I won that money after the bonus was used so that has nothing to do with my winnings my solicitor has looked over it an says I have a case against you if you choose not to pay so I would like my money which is owed by your casino before this matter reaches the papers to plus I have all transcripts an screenshots an recorded calls to an from the casino which a few of them state that there was not an issue with my claim

Hi again Samantha

I am looking at your entire betting from when you claimed the £3 bonus to the cashin.

The first bet you made after receiving the bonus was £0.50. Then after that the next 55 bets placed were of £1. You then took the bet up to £1.25 for 119 bets, then up to £3 for the next 270 bets until you made your cashin.

The only bet that was under 25% was the first bet you made. Since the bonus amount given was £3, after betting £0.50 you still had bonus money and wagering requirements to fulfil meaning you indeed broke the 25% rule.

If you are not happy with the casino's decision you're welcome to make a complaint to eCogra, however since the terms were broken I would advise this would be a waste of time for all involved. How you proceed from here is up to you.

Good luck.

Cheers

Already made a complaint to them and will be taking this matter further as I have like said got transcripts an proof from your colleges that everything was fine so the fault is at your side which will be dealt with severely as I am not letting this go I have been ripped by your company

As I'm sure you understand, the support staff in our call centre have limited access to accounts. They are not the risk management department and there are procedures within the company that must be followed. Once the cashin is initiated, our risk management department checks for things like terms broken, as well as fraud.

This situation is no different to someone using a stolen credit card asking support if everything is ok, then risk management confiscating the cashin and voiding the purchase.

A term was broken at the end of the day. It is the player's responsibility to ensure they understand the terms, which you did agree to when you opened your account.

Cheers

As I said I have transcripts before you even stepped in so therefore what your saying means nothing of importance just excuses to not pay out which in the long run is gonna work better in my favour as my solicitor is preparing the papers as we speak against you as I'm not letting this go as I have stated before

No problem. Good luck.

Nothing else to say no
The fact you steal from people and think it's ok well it's not It's not like it's for little money you stole an ripped me off for a lot

I want my money you stole

Luxury Casino management provided our Complaints Team with all the necessary information and evidence regarding this case and we can confirm that player indeed breached Term #13 from the casino Bonus Account Terms And Conditions and more specifically:

"...Luxury Casino reserves the right to withhold any withdrawals and/or confiscate all winnings for irregular play. 'Irregular play' includes but is not limited to any one or more of the following types of play:

Placing single bets equal to or in excess of 25% or more of the value of the bonus credited to the account prior to the play-through requirement for that bonus having been met; A single bet in Roulette counts as the total of all chips placed on the table when the wheel is spun...."

Based on the above we consider this case as Resolved. We would also like to remind player that further assistance on this matter in case of a disagreement with our decision could be requested from the relevant licensing authority for Luxury Casino.

The case is now officially closed.