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Casino Del Rio - Voided 12300 In Winnings

Complaint Info
Disputed casino Casino Del Rio
Reason Bonus terms violation
Amount £ 12300
JESS1984 United Kingdom Message
Posted on August 8, 2014


yesterday I won 12,300gbp on video slots and as in Casono Del Rio terms for the bonus if you breach a bet size of 25gbp there is additional wagering attached . so when I made contact with them in live chat yesterday I asked to know what my wagering was left to do and after they took a while trying to calculate the wagering they said they would email me.

I got an email just now to say due to being in breach of term 7 of their general terms and conditions where I placed bets in excess of 25gbp they have confiscated winnings as per mnagement discretion of WINNER casino.

FIRSTLY....I have signed up an account and won money at CASINO DEL RIO not WINNER casino and
SECONDLY...in the general terms it says if you place bets higher than 25gbp there will be additional wagering attached and nothing to say in the terms that breach of 25gbp max bet rule will void any winnings accrued...all I can see of information in the terms regarding voiding winnings is if you play with multiple bonuses which of course I have not.
I urge casino del rio to reinstate my winnings and inform me of the updated wagering which I need to adhere to complete and withdraw my funds as at the moment there decision to confiscate winnings is a clear breach of contract as that very important part they are referring to about 'voiding winnings upon management discretion' is absolutely not stated anywhere in CASINO DEL RIO GENERAL T&C's

I attach del rio terms as the file is too large please let me know an email address I can forward it to?

thank you and please contact del rio to reinstate my winnings.

Posted on August 11, 2014

Dear JESS1984,

We in the Casino Delrio casino do our best to assist our customers and to resolve their issues. We have checked and reviewed your account and apologize for any confusion with our previous email we have sent you about a different casino's terms and conditions.

We can see that you are having a profitable time in our casino and we hope that you keep your winning streak as you complete the wagering requirement of the first deposit bonus. We can confirm that your winnings and bonuses were returned to your casino balance and that you can continue to play and enjoy in our casino as usual.

As we have previously communicated with you, we have determined that one of the terms of the bonuses you accepted is not fully met. Our bonus conditions and Terms of Use state that the bonuses need to be wagered in a specific manner (point 8 in our General Bonus Terms)

8. Delrio Casino limits the maximum bet amount that players may bet using first & second deposit bonus funds.
The maximum amount per bet is €25 on any given game.
Withdrawals of winnings won using bonus funds bets higher than the limited amount, will only be approved if the bet was placed after completing the wagering requirements.
Any winnings won using first & second deposit bonus funds bets higher than the limited amount, before wagering requirements on the first & second deposit bonus has been completed, will be subjected to further wagering requirements.
The unapproved withdrawal amount will be issued into the players bonus balance, and, in addition to the maximum bet size of €25 a further x12 wagering requirements will be attached.
Delrio Casino reserves the right to remove such winnings from the player's balance in special circumstances upon management discretion.

You may refer to our most recent email correspondence about the latest wagering requirement of your account. With the current balance you have at this moment, you still have a good chance of winning even more and still be able to complete the terms and conditions.

We hope that you will keep on having good time at Casino Del Rio and you can keep your winning streak going!

Casino Del Rio Complaints

  • 6 of 8 resolved
  • 3 days avg response
  • 1 week avg complaint life
  • 2,497 USD avg amount

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