Ag Awards

Hello! Casino - £17,398 unfairly confiscated

Complaint Info
Disputed casino Hello! Casino
Reason Declined payment
Amount £ 17398
Inactive user
Posted on September 5, 2017

Dear askgamblers,

I have been a loyal player at Hello casino and have won and lost over the last (x) months with no troubles. Recently they sent me a nice offer where if I deposited £500, I would receive a £150 bonus. I did this on the 29th august and played some slots betting £28 a go. Amazingly on one spin I hit a huge win, around £18,000. I kept betting at the same rate and cashout in the end £17398. I had made sure to read all the terms and conditions to make sure I had done nothing wrong. I had indeed done nothing wrong - there was a maximum bet of 20% of the bonus, in this case £30, which I never exceeded.

To my dismay I received an email with the following:
Dear Mr Mark < surname removed >,

User marktlincs

After a review of your account by our compliance and risk team, it has become clear that you are attempting to abuse promotions.

As per clause 13.3 (viii) and 8.3 of the general terms and conditions:

13.3 Hello Casino reserves the right to cancel Your account for any reason whatsoever at any time without notice to You. Any balance in Your account at the time of such cancellation will be credited to Your credit card and/or sent to You by cheque. However, the Casino reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in a Casino account in any of the following circumstances:

(viii) If You have not played at the Casino on an individual basis for personal entertainment only (that is, You have played in a professional sense or in concert with other Player(s) as part of a club, group, syndicate etc.)

8.3 Eligibility All Player offers are limited to one per person, household address, IP address, email address, telephone number, same payment account number (e.g. debit or credit card), or shared computer (e.g. school, public library or workplace). Breach of this, the Casino reserves the right to withhold any withdrawals and/or confiscate all winnings.


The following actions have been taken.

1. Your account has now been terminated effective immediately.

2. Any remaining funds in your account will be returned to you subject to verification checks - £1000.00

3. You are banned from the Group. If you attempt to open any further accounts on the Network they will be terminated and any funds accumulated will be confiscated.

The casino has decided to confiscate over £17,000 in winnings because they deemed that I was not playing for personal entertainment. I can assure the casino that I had a lot of entertainment in the course of my bets and it was very enjoyable to win £17000. How could they possibly be able to make this judgment? What they have done would be laughed out in my favour in a court of law. That will of course by my next step, but I thought I would try here first to see if they can come to their senses and avoid that process.

To summarise, I am requesting payment of £17,398, my rightful winnings.


Posted on September 6, 2017

Hi marktlincs,

Your complaint is being looked into and we will respond shortly.

Kind regards,

The Hello Casino Team

Inactive user
Posted on September 7, 2017

I look forward to your reply.


Posted on September 11, 2017

Dear Hello! Casino,

Please let us know if there's some update regarding this case.

Inactive user
Posted on September 12, 2017

Still no response from Hello casino since their reply on the 6th September 2017.....

Posted on September 13, 2017


Yesterday we provided Askgamblers with all the necerassy evidence that shows this complaint is unfunded.

We're waiting on Askgamblers to post their findings here.

Kind regards,

The Hello Casino Team

Inactive user
Posted on September 13, 2017

This should be interesting?! Ask Gamblers please enlighten me....

Posted on September 15, 2017

Hi Marktlincs,

Askgamblers has asked us for additionial documents which we are now gathering.

Kind regards,

The Hello Casino Team

Inactive user
Posted on September 15, 2017

Thankyou I again look forward for this update. Clearly Askgamblers are not happy with your first explanation....

Posted on September 18, 2017

Hi Marktlincs,

Additional evidence is sent to Askgamblers on their request and we are now awaitening their response.

Best regards,

The Hello Casino Team

Posted on September 19, 2017

AskGamblers Complaints Team have been provided with clear and undisputed evidence on behalf Hello!Casino management that player violated their Terms&Conditions stated above and more specifically commited potential fraudulent activity.

AskGamblers Complaints Team maintains zero tolerance towards player trying to abuse our complaints service and not using it in a good faith. Based on the above AskGamblers Complaints Team decided to reject the case and close it officially.

No further communication with the player shall be maintained on behalf our team.

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