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Dream Jackpot Casino - £18,004.07 winnings unfairly voided

RESOLVED
Andy787 United Kingdom Message
Posted on September 16, 2017

I have recently joined https:­//w­ww.d­re­amj­ack­pot.co­m/en/ casino. I made a deposit of £100 and accepted a welcome bonus of 100%. Thus received a bonus of £100.

I familiarized myself with the bonus terms and conditions prior to play. The maximum bet is £5. At no point did I breach the maximum bet during my game play.

After completing the wagering requirement my final balance was £18,004.07. Dream Jackpot have voided these winnings and closed my account.

Their email is as follows;

"Your account has been found to be in breach of clause 7 (vi) of our Promotional Terms and Conditions:

7 (vi) The maximum bet allowed while the Welcome Bonus is in play is £5. Should You bet higher than this while the Welcome bonus is in play, the casino reserves the right to confiscate all winnings.

Therefore, your withdrawal has been cancelled, your winnings have been confiscated and your deposit of £200 has been returned to your Visa card.


In addition, 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 of the general terms and conditions https:­//w­ww.d­re­amj­ack­pot.co­m/?­pag­e=terms the following actions have been taken.

1. Your account has now been terminated effective immediately.

2. Any remaining funds in your account have been returned to you - your deposit of £200.

3. You are banned from the group."

It seems that they have voided my winnings claiming that I broke the maximum bet clause.

Once again I can state with certainty that at no point did I bet higher than the maximum bet of £5,

Posted on September 18, 2017

Dear Andy787

Your statement:

"Once again I can state with certainty that at no point did I bet higher than the maximum bet of £5"

is inaccurate.

There are 20 instances where you staked in excess of the £5 limit. The first being at 16:27 on 11/09/2017 where you placed a £10 bet on Starburst.

The welcome bonus was still in play at this time.

We have your full transactional history to prove this.

Regards

Dream Jackpot

Andy787 United Kingdom Message
Posted on September 19, 2017

Please send me my full transaction history in either a .xls or .csv file.

Please also state why this offers proof, i.e; what measures are in place to prevent your casino editing the entries.

Posted on September 19, 2017

Dear Andy787

See the attached extract from our back office. One highlighting the specific abuses only, and another within the context of other wager amounts.

There were 20 instances of wagers exceeding the maximum bet as per the terms and conditions of our bonus scheme.

Our back office system is fully audited, automatic, does not facilitate editing, and is unimpeachable. There were 1725 stakes in the period.

Our system also notified of us similar bonus abuse on other parts of our network - and it is due to this repeated abuse that you were banned across the entire network and platform.

Regards

Dream Jackpot

AskGamblers
Posted on September 20, 2017

Dear Dream Jackpot Casino,

Please provide a complete gaming log of the disputed session where we could clearly see that player was playing with bonus funds when the bets in violation were made. Aforementioned evidence please send directly to the AskGamblers Complaint Team at suppor­­[email protected]­a­s­kg­­amb­­le­r­s.com.

Thank you in advance.

AskGamblers
Posted on September 21, 2017

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of Dream Jackpot Casino where it is clearly displayed that player has placed bets higher then allowed. Player by these actions breached the Clause 7/vi of the Promotional T&C’s:

(vi) The maximum bet allowed while the Welcome Bonus is in play is €5. Should You bet higher than this while the Welcome bonus is in play, the casino reserves the right to 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 licensing authority responsible for Dream Jackpot Casino.

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