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you fail to mention that there is no point in playing this site unless you have a passport or a driving licence.They do not tell you that when taking your money but the minute you try to withdraw you have to send them one of the above or you have no chance of receiving your winnings.The staff are rude,a­rro­gan­t,u­nhe­lpful and basically live help didn't know what i.d is acceptable and said a birth certificate is not official i.d.I asked if i could get a person whom has known me for at least 2yrs and is reliable ie,sol­ici­tor­,po­stm­ast­er,­doctor etc to sign a letter with photo confirming i am who i am (DVLA find this acceptable when applying for licence) but was told no good only the above will do.That is after i had sent utility bill,screenshot of my VERIFIED neteller account,bank card,mastercard and spoke on the phone to customer service to,in there words "verify my account"(they blocked my account as they had phoned me twice and i wasn't in).One in my opinion to avoid and they brag about the British theme???i couldn't understand the person who phoned me.

Disputed Casino Harry Casino

Discussion

User name loyalty-level-2

didn't think Harry's would continue to answer my questions with regards to solving the withdrawal issues i had and think sites like this are exploiting honest players and are all to quick to grab your cash but when it comes to withdrawal up comes the "we need a dna sample" scenario.Also Harry's i won with a free pound YOU gave me,do you always give free cash to people you don't know?its about time sites like this verified people before taking their cash,because from personal online gaming experience no one wants to play on a site where you win but the whole winning experience is lost as you know a big ???? hangs over your withdrawal.

User name loyalty-level-2

Smaller withdrawals?My partners withdrawal was similar to my initial withdrawal.As for the two accounts registered through one household/ i.p address,you say it is in breach of terms "Only one Member Account for each household is allowed. If two or more users share the same household, Harry's Casino must be informed by the users residing in the aforementioned household."Harry's Casino were already aware of this as my partner didn't receive the 1st deposit bonus for this very reason.You keep moving the goalposts one minute its for this reason and the next its for that reason.Also with the new government legislation coming into effect with the bedroom tax you are going to find multiple occupancy households sharing one i.p address due to people renting out rooms so you may find this problem arises commonly in the near future.As Harrys were already aware that two people from the same address/i.p it is in my opinion based on that fact harrys were obliged to payout in the first instance of trying to withdraw.Basically you are not going to pay a person out if they cannot afford to purchase a passport or afford to learn to drive and hold a license.Isn't that some form of discrimination?I provided enough i.d to support a bank loan application,surely that was sufficient enough to satisfy you as to who i am.

User name

As for smaller withdrawals it is generally enough with the verification that we get through payment providers. In your case the flag has come up due to the fact you have two accounts from same household/IP which is in breach of terms and conditions and now requires documents to be sent in.

User name loyalty-level-2

if that is the case then why was my partner able to make a withdrawal without any i.d needing to be shown?was it because i won with a free pound harry's gave me and met the wagering requirements?and why wasn't my withdrawal put as "pending i.d" instead of being constantly returned into my account?is it to encourage the player to replay and lose their winnings?also why is it harry's ask for this i.d when others covered by the same jurisdiction don't?also i do believe what i.d i sent was more than appropriate even more so with having a verified Neteller account whom are a financial institution from which you were happy to accept payments from,it is illegal as far as am aware for a person underage to gamble in the first place so can you tell me why as to you take that risk of allowing a person who could possibly not be who they say they are and not be of age gamble in the first place? wouldn't it be more responsible to ask for i.d first?but more importantly the first question i asked,didn't you say "this could cause serious consequences on your licence"?and as for this statement you made....When a customer is depositing on Harry Casino, with most payment options, the player is already verified by their payment provider.???self explanatory to me.

Harry Casino Complaint Stats

Resolved 0 / 3
Avg. Amount $3,004
Avg. Complaint Duration 11 days
Avg. Response Time 6 days

Harry Casino Complaints

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Confiscation of Winnings and closing of account

Hi,

I have been playing at harry casino for a little over a month, on the 5/11/13 i was playing on various slot machines @ a bet of 50GBP per spin when i won 13500 pounds,

I proceeded to make a withdrawal of 3500 to my neteller account, The casino asked that i send my documents to them which i did straight away.

My docs were approved and then all my deposits were returned (300) and winnings confiscated. The reasoning they gave me is:;

“Your original Neteller deposits have been refunded to your account today. Your winnings had been confiscated as you had not abided by our 25% bonus rule:

"•You are not permitted to place bets of 25% or more of your total balance via a single game round, when completing wagering towards a bonus. Players deemed to be adopting such a strategy could potentially be excluded from receiving bonuses in the future. If bonus balance is £20 or less, the max bet is £5.
•Bonuses are to be enjoyed as an extension of a guest's playing experience, and should be enjoyed as such. HarryCasino reserves the right to review any guest account after two months of play to ensure game play is within these generally accepted guidelines. Those found to be abusing bonuses will be welcome to continue playing, but will not be eligible for further bonuses. "

You can see that it clearly states the punishment for this offence is to be excluded from future bonuses, there is no mention of forfeiture of winnings there at all.

My account was then locked and i had a livechat conversation where again i was told i had breached the 25% rule to which i explained that it does not mention anywhere that this will result confiscation of winnings but it was forwarded of to the relevant department.

I then received another email saying

“We have decided to close your account permanently, because you have violated our terms and conditions regarding bonuses:

2.6. Bonuses/Freespins at HarryCasino can only be received ONCE per person/account, family, household, address, e-mail address, credit card number, IP addresses and environments where computers are shared (university, fraternity, school, public library, workplace, etc.). HarryCasino reserves the right to close your account and confiscate any existing funds if evidence of abuse/fraud is found. “

So once i challenged the initial reason for confiscation of my winnings they came back with a different response altogether clause 2,6 above

so i would appreciate your help on this if you could mediate as now they are not budging on their stance.

I have the livechat transcript and all the emails between myself and casino if you need to see them too?

Thanks

James

Status unsolved Unresolved