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Money Gaming Casino - Refusing to return my deposit

RESOLVED
chiquinho United Kingdom Message
Posted on April 20, 2018.

Hi,

I made a careless and stupid mistake. I signed up to MoneyGaming Casino having already had an account. In June 2013 I signed up at their casino. Nearly 5 years later, and I signed up again. I play at a lot of casinos and didn't remember having done so.

For my second deposit I did not receive a bonus. I contacted Money Gaming support saying that they have advertised a bonus that I would like credited. They then sent me an email explaining that I already had an account and was therefore not eligible. Of course this is more than reasonable. I was relieved that the bonus had not been credited since I'm aware that they would have justifiably voided any win. Money Gaming did however tell me that I was welcome to deposit play on my first account.

I decided that since I'd made this careless error, I should withdraw my deposit immediately. My reasoning was that if I lose they will just win my money, but if I win they may use this as an excuse to not pay me my winnings. So I withdraw the £140 I had deposited. Soon after Money Gaming emailed me saying that they would not pay me back my deposit.

If I had won a bunch of money with the bonus I had tried to claim, or if I had even won money off the back of my deposit alone, I think a position to not pay winnings would be justifiable. But in this case they have no justification to withhold my deposit. It is tantamount to theft. If a customer misbehaves in a shop while purchasing an item, the shopkeeper has a right to not serve that customer. But he does not have the right to withhold service AND the customer's money. And even if they do have such a ludicrous clause in their TC's, the clause is unethical and would never stand up in any reasonable court of law. Any reputable casino would return the deposit in this instance. To make matters worse, Money Gaming actually invited me to continue play on my first account!

I hope that Money Gaming pays me back a deposit so I can put an end to this complaint. I realise that I bear responsibility in this for my foolishness, but they do not have the right to withhold my deposit. Thanks for your attention.

Posted on April 20, 2018.

Hi,

Thanks for raising this issue with us, we'll be contacting you directly to help resolve this

Best Wishes
MoneyGaming

chiquinho United Kingdom Message
Posted on April 23, 2018.

Money Gaming contacted me issuing an apology and telling me that they would ask the finance department to process the payment for £125. That was the correct amount, and I was mistaken when I said £140 so for that I must apologise.

I have not yet received the funds but they have told me that it will take up to 5 working days to be processed. So I am happy to close the complaint and will only reopen it if the payment is not honoured.

Thanks

AskGamblers
Posted on April 23, 2018.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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