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Champagne Spins Casino - Legitimate winnings of €2,100 unfairly removed by their system

RESOLVED
posted on April 24, 2018.

Dear Askgamblers.com

First of all, thanks for the great site and all the great infos here.

Now heres what happened to me at Champagnespins.com.

I signed up through askgamblers.com and claimed their first 3 deposit bonuses without any luck.

On my 4th deposit bonus , my balance was down to ~25€ when i was playing two slots : 300 shields and Drive - Multiplier Mayhem (will refer to as DMM).
Exactly then i hit free games on the 300 shields slot. As soon as the free games startet i STOPPED spinning on DMM and watched the free games to finish. 300 shields paid out 2100€ on that free games and thats how it was shown to me (see screen shot). After i saw what i have won and what you can see on the screen shot, i opened the DMM slot again (the balance shown there still was a ~25 € bonus balance at this moment) to spin it for 4.5€/spin (like i did before).
Immediatley after i clicked , my balance showed ZERO.
Now the casino is claiming that by not spinning the 300 shields slot one more time after the win i violated their Terms - heres the latest answer i received:

The service provider has come back again and stated what you have done is deemed as fraud in the casino as per the statement below which I got from them:
"There's a force finish of the bet. It can be seen in the screenshot. All force finish bets are considered to be fraudulent by the system and it subtracts the money."

....
That basically means i was supposed to click one more time on the 300 shields slots to "transfer" the winnings displayed to my account (wich btw. i thought would also happen as soon as i click the DMM slot). So because of this "mistake" the "system"(and thats what i question here - is wrong imho) deducts 2100 € of legitimate winnings and resets my account to Zero.
I have to say i fully understand that a casino wants to protect itself against someone delaying a bonus round to a later point when theres no active bonus.
As explained this was never the case here, i wasnt even close to zero balance.
The point is i HAD in fact enough BONUS balance at this point to cover the 4.5 € spin on DMM, heck i could have even managed (alltough unlikely) to clear the bonus requirements on that slot alone!
What i want:
Having the Bonus balance restored (~2130€) to my account along with the required remaining wagering for it so i have my fair chance to clear the bonus and convert the bonus money to real money.
I really believe the only problem here is "the system" and that it will be possible to find an appropriate solution!

Greetings

posted on April 24, 2018.

Dear Anddidtheypayyou,

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

Regards

The Champagne Team

posted on April 26, 2018.

Dear Anddidtheypayou,

First we want to apologize for any inconvenience that this has caused you.
Please understand that the actions of the funds deduction have been done automatically once the system has been picked up the activity of a paused/delayed game.
We are not claiming you did it with bad intentions we are just claiming that it did happen.
We have all the actions documented and we have send the relevant ones to AskGamblers to show our point and to try and assist with a resolution.
We really want to keep a fair transparent and safe environment for all our clients.
Hopefully you can understand our side and we can get this behind us.

Regards

The Champagne Team

AskGamblers
posted on April 26, 2018.

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Champagne Spins Casino management in regards of this complaint to confirm and justify the casino actions. Player by his actions breach casino's term #72

72. Should the Casino become aware of any user who has accepted the bonus or a promotion with sole purpose of creating a positive expected value on bonus return by using known practices aimed at securing a cash out of said bonus or at any way try to take advantage of bonuses received by Champagnespins, then Champagnespins will enforce immediate confiscation of winnings and closure of the account with the right to withhold any further withdrawals. An example of advantage play would be delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having free spins features or bonus features still available in a game. In the interests of fair gaming, equal, zero or low margin bets or hedge betting, shall all be considered irregular gaming for bonus play-through requirement purposes. Should the Casino deem that irregular game play has occurred, the Casino reserves the right to withhold any withdrawals and/or confiscate all winnings.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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