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Multilotto Casino - Won't pay, won't say what I did wrong

Hussam Jordan
posted on March 1, 2017.

I opend account at Multilotto and i played and won and withdraw my winings it was about 700 Euros ) that they did not withdraw to me ).
They closed my account and they want not say what the the reason. they just say standard things , they say that i abused the casino , that is not right . they only trying to say anything,
and if they say that i abused the Casino then i have the full right to know how and what is that.
i deposited 100 Euro.
i tried to do everthing but finally ASKgamblers will help me.

posted on March 4, 2017.

Dear Multilotto Casino,

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

posted on March 7, 2017.

Respond to the above complaint,


The player in question made a casino deposit of €100 in combination with a 400% Welcome Bonus on August 23rd 2016. This resulted in a total of €500 of gambling money with a wagering requirement of €17,500.

Why did the withdrawal get rejected?

The player made a total of 1391 bets of between €0,10 and €1 on 9 different games before his account balance reached 0 (zero), resulting in €1097 wagered.

During the 1391 bets the player accumulated bonus games (free spin features generated by scatter/bonus symbols) on each and every one of the 9 games played. Once a bonus game had been triggered, instead of playing it through, the player shut the game down and moved on to another game, thus saving the bonus feature for later.

After the 1391th bet had been placed, the player’s account balance reached 0 (zero) - meaning the bonus had been used up. This also automatically reset the wagering requirement to 0 (zero) since there was no longer any active bonus in play.

On the following day, the player re-entered the 9 games in which he had accumulated bonus games, collecting all the winnings (€524). Since his wagering requirement was reset to 0 (zero) due to the aforementioned reasons, these winnings were collected as wagering free and “pure-ready to withdraw” funds.

The player now has a total of €524 in his account that is cleared of wagering, although he has only made bets for a total of €1097 out of the €17,500 needed. This was only possible due to the abuse specified above. Despite this, the player then instantly made a withdrawal request of the whole amount.

The withdrawal was rejected and the player received the decision with an explanation through email. After this his account was closed.

Final words; Multilotto would never withhold nor close an account without a notification and a fair explanation of why.

Best regards,
Casino Manager

posted on March 10, 2017.

Dear Multilotto Casino,

Thank you for your response regarding this complaint. To resolve this complaint successfully, can you please provide evidence that can backup your statement, also what exact term/terms player breached by his actions. Aforementioned evidence please send directly to the AskGamblers Complaint Team at suppor­­[email protected]­a­s­kg­­amb­­le­r­ Thank you in advance.

posted on March 22, 2017.

AskGamblers Complaints Team have been provided with additional information on behalf of Multilotto Casino management, therefore this complaint has been reopened as per Multilotto Casino request.

posted on March 22, 2017.

AskGamblers Complaints Team has been provided with the enough information and evidence in regards of this complaint to confirm the fact that Multilotto Casino acted in full compliance with their Terms and Conditions. Player played with bonus funds to progress through the games bonus feature, then close and start to play another game, then claiming the final stage from the bonus features from 9 games, when there is no more wagering remaining with that act he breached casino term # IX.4.f, IX.4.g, IX.4.i

f. Winnings from "free spin" or "bonus" rounds features initiated with bonus funds but completed after the bonus has been wagered, lost or forfeited will be removed.

g. The use of bonus funds purely to progress through the bonus stages of games can result in the winnings from the final bonus round(s) voided.

i. Where there is a reasonable suspicion that the account holder has committed or attempted to commit a bonus abuse, either on their own or as part of a group, Multilotto reserves the right to:­
- forfeit the bonus allocated to the account holder and any winnings from that bonus, and/or, revoke, deny, or withdraw a bonus offer from the Account Holder, and/or, block an access to particular products, and/or, exclude the Account Holder from any future promotional offers, and/or, terminate the Account Holder’s account with immediate effect.

And since AskGamblers Complaints Service is designed and meant to help honest players with real troubles, it is now obvious this is not the case with this particular issue. Therefore this complaint is being rejected.

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