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Heavy Chips Casino - Non payment of winnings

RESOLVED
Complaint Info
Disputed casino Heavy Chips Casino
Reason Declined payment
Amount £ 50
Posted on May 16, 2014

On the 19th September I deposited £8 and activated the freaky bonus, I was aware of the conditions of this that I had to wager my deposit and bonus 77 times before I could win any money and I would only get £50 even if my winning were more than this. I achieved the wagering requirements on Friday 20th September at 19:29:13 as stated in my betting history and I believe my virtual bonus was around about £540 at this point and that was then wiped out and £50 was then put in my Real Money Account. This means I had completed the wagering requirements were completed and the bonus now ended and the £50 was mine to do as I choose which means use as further stake money or withdraw. As stated in terms and conditions

I decided I wished to play on with my cash as I was enjoying using your site, I later had a big win on Sultan's cash around £2146 and this was now with Real Cash and nothing to do with the bonus I had completed using earlier. I continued to play on the different machines and finally made a decision that I would withdraw a large amount of the winnings and sent documentation to verify my account. When the verification was complete I requested to withdraw £2700 and leave the remaining balance to continue to play. I have now had all the money removed from my balance and replaced with £50 again which I am really upset with as this money I won was not won during the bonus this was won with my £50 I had from completing the bonus requirements.



AskGamblers
Posted on September 12, 2020

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of Heavy Chips Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Posted on September 14, 2020

Dear SCOTTREID1NU and AskGamblers team,

First of all, please accept our sincere apologies for the delay response. We are willing to provide our point of view and explanations of the situation with our Casino terms. Of course, a long time passed and we did some changed on our terms and improved our services.

As we understood from the complaint, the player's winnings were corrected to the maximum possible amount of £50. Unfortunately, the player couldn't increase his winnings by continuing to play, therefore, his balance was corrected again after.

According to bonus terms: Please note: A player may make only one withdrawal of any winnings earned using a free sign-up bonus, and this withdrawal is limited to a maximum amount of EUR/USD/GBP 50 (if the bonus rules do not specify a different amount).

Bonus terms that were in place back in 2014 can be reviewed here: http:/­/we­b.a­rch­ive.or­g/w­eb/­201­404­082­207­10/­htt­p:/­/ww­w.h­eav­ych­ips.co­m/e­n/p­rom­oti­ons.bo­nus­_terms

In this case, the best solution for a player would be to make a withdrawal of the maximum winning amount, to make another deposit and then continue to play with his real balance.

Based on the information above we can conclude that everything had happened according to our terms.

Please accept our apologies for the delayed answer and let us know if you need any additional information.

AskGamblers
Posted on September 14, 2020

Dear @scottreid1nu,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Posted on September 14, 2020

This does not state I can’t continue to use the funds to play to win more money it states I only can make one withdrawal so by that this would have meant if I had withdrawn £30 I couldn’t withdraw the further £20. I do wonder if I had gambled and lost the £50 if you would have given this back since you are saying I couldn’t take anymore than £50 out. Even now after all this time that it has taken you to respond to this complaint it still makes me annoyed as I won that money fairly and the withdrawal should have been honoured. 6 years to respond to a complaint is a terrible way for any company to work.

Posted on September 15, 2020

Dear Scottreid1nu,

Once again please accept our sincere apologies for the delay with a response.

We totally understand your frustration, however, we acted accordingly to our terms. The maximum possible amount that you could win and withdraw from your bonus was 50 GBP and this amount couldn't be increased after you received it on your real balance.

According to Terms and Condition (Back in 2014) paragraph 13.3. Company reserves the right to cancel any winnings inadvertently provided by our system which exceed these limits.

Our players are always welcome to play with real funds only without claiming a bonus to not have winning limitations, however, if you are claiming a bonus there might be specific winning limits and balance correction after wagering requirements are met.

As we described before if you would have withdrawn your winnings and then made a new deposit without claiming any bonuses your winning wouldn't have been limited to 50 GBP.

We appreciate your understanding.

AskGamblers
Posted on September 15, 2020

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Heavy Chips Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

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