Complaint #15 Mobile Wins Casino

Incorrectly applying terms to confiscate my winnings

By Sandra M.

6 years ago

Hi

I have had £502.10 confiscated from me from Mobile Wins because they are claiming I broke their bonus terms and conditions. Their email is attached to this complaint.

The casino is claiming that I played all of my balance on European Roulette and so I should have my winnings cancelled.

The casinos terms infact state that a player can not bet more than 50% of their bonus balance in one round. It doesn't refer to the total amount wagered on any one game. No player could possibly interpret the term that they've quoted to mean that a player can not wager a total of 50% of their bonus balance, when adding up all spins on that game. They would assume it to mean the max bet on any one game is 50% of the bonus amount, as I have.

On a side note - The casino already caps my winnings at £600.

I hope this matter will be looked at, and will provide future updates to this case where necessary

Yours,
Sandra

Disputed Casino Mobile Wins Casino

Reason Bonus terms violation

Amount £502

Discussion

AskGamblers

• Support Team

6 years ago

Dear @sandykim11,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 complaints 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.

Mobile Wins Casino

• Representative

6 years ago

Hello Sandra,

The case was reassessed, and your remaining winnings were paid. The initial deposit was already refunded on 29/06/2020.

We would like you to understand that it is in our utmost interest to preserve our amicable business-like partnership and to maintain a cordial relation. Furthermore, we do understand the frustration caused.

We do wish to sincerely apologize for any inconvenience that might have been caused and are hopeful that the resolution provided will be considered satisfactory.

We also request Ask Gamblers team to mark this thread as resolved.

Kind regards,
Noel

Mobile Wins Casino Complaint Stats

Resolved 7 / 8

Avg. Amount $1,403

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Mobile Wins Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 6 out of 7 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Mobile Wins Casino Complaints

See all complaints for this casino

Failed withdrawals and going in circles

Deposited here and won £300. Verified documents

Been 5 days now and they keep saying that my withdrawal failed. I have attempted 2 cards now and to my paysafe account and they keep saying it’s failed!

They just send me round in circles on live chat and can’t see this being resolved anytime soon.

All my cards are active and valid as is my paysafe account.

Please sort this mess out

Resolved

£300

Witholding 1500 and very long process and automatic responses

I requested £1500 withdrawal on 4th august. A few days later received an email I had been selected for identity check. I have a virtual card so not a card in person. Uploaded bank statement and online card from online bank. Drivers licence. Proof of address. Another proof of address. And me holding drivers licence. After 4 days no reply so I contact live chat. Wait for verification team. 10 days passed and I received an email please upload a full bank statement ( I only use the virtual card for gambling so that’s fine I did that ) another 10 days passed. They wanted me to get bank statement and I’d verified by a solicitor never been asked before so went to google. Found a company. Paid. Got it sorted resubmitted to them. Another 5-6 days went past number of texts to live chat with the same automatic wait for verification team. I was then emailed 3 days after please have these wet signed and not online verified. So I did that. Drove 6 hours to get the solicitor to hand sign them ( he was cheap and in my area the cheapest was £80 PER piece of paper. A full bank statement and id would have cost £1100 so I paid £9.99 x 3 and £4.99 for hand collection

Collected took photos and sent in. And now I’m receiving the same automatic email over and over and when I go on live chat they say the same please wait for an email from security ect.

Please help Ask Gamblers this is unfair I’ve been gambling for 30 year and I’ve never had to go through this process ever before

Resolved

£1,500

11 months no withdrawal

Everything around 11 months ago, I put my bids on a teams I admire and I won! For long time I was not plying at all, but I was watching the games all the time - and luck this time was with me.

After winning I tried to withdraw my money, but it was impossible because they wanted to double check my all documents. I did everything what I was asked for, I sent for them 10 pictures of me all documents I was asked for, all proofs that needed. But withdrawal still was not made. As they say for the security reason. They ask me to wait. I waited week, then another then month, and another, I keep sending them emails, and contacting their support but nothing happening - no answers where is the money and why after 11months I still didn’t got them!

Now they blocked me - and again explanation was not there like all my money.

Please help me out because I am desperate, I did not just loose my own money but they also don’t want it to return it.

PLEASE HELP ME OUT.