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FansBet Casino - Unfairly confiscating around £400 in bonus funds

UNRESOLVED
Complaint Info
Disputed casino FansBet Casino
Reason Bonus removal
Amount £ 400
jokinkerr63 United Kingdom
Posted on February 6, 2020

Dear AskGamblers,

Before this complaint - I want to make it very clear that I am disputing Fansbet's enforcement of their terms, not their terms themselves. My gameplay can not be described as 'irregular' if there is no indication in the terms of what is 'irregular'. I urge you to understand this is a perfectly valid complaint.

I deposited £20 to fansbet and received a £100 bonus. After winning around £400 bonus, my account was closed and bonus balance removed.

"Hey John,

I am getting back to you regarding your account closure.

To specify the breach of the Terms and Conditions clause 16, we have detected an irregular gaming pattern with this.

Therefore the decision of confiscation and account closure stands, and if you wish to take this further, you can do so.

I apologize for any inconvenience caused.

If you have any further questions, please do not hesitate to ask."

Following a back and forth, whereby I have categorically stated that I haven't broken any specific terms, the casino are standing by the opinion that my gameplay was 'irregular', which they aren't allowed to do. They have a term that says max bet £0.75 which I didn't break , and a term that says you can't decrease your stake by over 70% and complete the wagering requirement with the lower stake, which again I didn't break.

I am very frustrated that fansbet are attempting to leave it to their discretion as to what would be deemed 'irregular'. It's simply cheating.

I look forward to fansbet fixing this.

In order to show the relevant evidence for this case to ensure it isn't rejected, I have uploaded the relevant emails showing their 'reasoning' for confiscating my funds (uploaded as private).

They have also sent me this spreadsheet and claim that the highlighted part is the 'irregular gaming pattern'. I changed games after a big win, which I'm allowed to do. The only thing in their terms which is specific is that I can't drop my stake by over 70% and wager out the remainder of the wagering requirement with the lower stake.

The casino are blatently using discretion on what they deem 'irregular' gameplay. It's not fair.

I look forward to the resolution of this case


John

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