Confiscated 950$ in bonus winning citing terms violation that never happened

I have deposited 300EUR with Osiris Casino about 5 weeks ago, not because the site is beautiful but the 300% bonus sounded great. Unfortunately after depositing I was informed that the bonus money can only be used for 2 of their 9 providers of which I really didn't like any games. So I asked to cancel my bonus and refund my money. No problem was the first reply, 5 weeks and many chats later I was informed, I cannot withdraw.... just that, no solution, no answer to how players can withdraw.... NOTHING! The CS agent simply told me: Sorry, you can't withdraw. I would love to solve this and I was actually being rather calm, it did not help

My complaint consists of three parts. 1) they didn't respect my choice of closing account immediately, but stalled it, so lost more. Asked it on chat which is possible according to their terms but she said had to mail, so I did, but then stalled it 2) suddenly I started winning more than €1000. I tried to withdraw but the chatperson told me I had to wager first. (She didn't tell me I already violated their rule with bonusmoney on which they later based the reason not paying me) So obviously I had been given a bonus. So checked my email and they had been given me a 15% deposit bonus casino gave me a deposit method bonus of 15% which is €7,50 automaticly of which I wasn't aware cause in their rules was no explainable bonus for me. So kept on and thought only had to wager. Finally I could withdraw and I did. But 2 days later it was conficated due to illegal play! So tried to find out what they mean by the 30% bonus of deposit method, which the manager told me as te reason not to pay. But the rule doesn't apply to my deposit method! I played with ideal, and they still gave me deposit bonus. Secondly the deposit bonus method should be given only once according to their terms, but I have got it more than once but you don't notice when you deposit the small amount of bonus. I know you agree with the terms and conditions when you sign up, but they just give the bonus even when it's not appropriate to you according to their own terms. So how can you know? In my opion they always give it to you, so they never have to pay. They know they have a lot of trouble with customers with their rules, cause the chatperson told me another reason immediately, namely I had bet more than 30% of my deposit, but suddenly the manager took the conversation over and told me a different reason, namely I had been given a deposit method bonus of €7,5 and bet more than 30% of the bonus in a bet. 3) rule nr 8, if the bonus balance has touched zero balance his bonus balance and wagering balance will be reset. So in my case starting when i did my first withdrawal of €300 the balance was zero on juli 9th. A day later lost it all. Then I have had 15 bonus, without depositing, then €5,25 of depositing €35 and then €7,5 for depositing €50. Total sum of bonus €27,75! The balance was never zero during that time and they made me wager €85 plus 27,75 x 25= €2818,75, which I did! But now it comes: the 30% of the total bonus is max bet of €8,3 and I have never overcrossed that!!!! If you read their rules the bonus is the total of bonusses and deposits when you have not had zero balance! They count the wagering as a total sum so it is also reverse! They should pay me at least the money back which i deposited after asking immediate closure on 9th of july, but actually I am entitled to the fair won money of €1000, cause they violate their own rules. Please help me here!

I have an account on www.osoriscasino.com Before the Payout there are massive problems with my balance. they told me i bet more than 30 % of the bonus ( 100 € ). That case is solved after more than 20 Mails and even more chats. Now i did a withdraw an Mai 28 5.000 € They told me before that all my documents are Ok. On June 6 i get a mail - Withdraw approved i will get my money in 5 working days till today June 15 nothing has happend. no money on my bank account no more contact by mail or telephone possible nothing, nothing ,nothing the support in the chat tells me everyday the same - today you´ll get your money this is fraud ! this is cheating i´ll never ever get my money - please help my for any questions from your sit you can contact me via mail. many thx and best regards

I have been advised by AskGamblers to not discuss about righteousness of articles in General T&C of casinos and they are right. Is not the scope of this claims service. So I will just simply depict what happened to me and what is the problem with the casino. The day 6/10/15 I requested a verification of my ID in anticipate prior to make any deposit in the casino. They processed it succesfully, very quick, and everything was ok. I requested them to not give me any kind of bonus, fact that they accomplished. From 6/10/15 until 9/10/15, I deposited and completely lost an overall amount of 2.103 € in Osiris Casino playing live blackjack and live roulette. On a later stage, from 9/10/15 until 12/10/15 I deposited an additional amount of 700 €. From day 9/10/15 until day 17/10/15 I achieved a cash balance of 5.025 € mainly playing live blackjack and live roulette. Please note the relevant fact that the maximum bet allowed by this casino is 500 € and I could never bet more than 500 € as it was limited by the casino systems. The day 17/10/15 I requested a reimbursement of 5.000 € to my Neteller account. The day 19/10/15 I received two mails informing me first of all that my reimbursement was denied, and second of all that was denied because I did "irregular play" as defined in their General Terms & Conditions. Later on, in the chat, they explained to me that I violated art 103 of their General T&C, fully available in their web page: https://www.osiriscasino.com/general-terms-conditions/?lang=en I copy literally the article 103 of their general T&C that "as per them" applies to my case: "Art 103: Conan Gaming reserves the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play. "Irregular play" play. "Irregular play" may include, inter alia: - Placing total bets equal to or greater than 30% of the value of the bonus credited to the player account, prior to the wager requirement for that bonus having been met. - Placing total bets equal to or greater than 30% of the value of the deposit. - Using the double-up feature to increase bet values. “Total bets” is defined as the sum of individual bets (lines, chips, hands, etc.) within a round, i.e., the total bet amount when clicking the “spin” or “play” or equivalent button. After speaking with the support chat representative, she informs me that I violated section two as my bets were higher than the 30 % value of my last deposit. And here comes the HOT POINT: I beg please AskGamblers to review it, as that is the reason why I'm not discussing the righteousness of their general T&C, I'm discussing that they have not applied their own general T&C. Attending to their general T&C, art 103, I can read that irregular play means wagering higher than 30 % value of THE DEPOSIT. As far as I know it is not defined in their General T&C what is considered "THE DEPOSIT" As per my point of view, THE most reasonable DEPOSIT to apply was my amount deposited in the casino, summing more than 2.000 € in previous losses. So basically 30 % of 2.000 € is 600 € It was imposible for me to bet higher than 600 € as maximum casino bet was 500 €. I have not received any proof by the casino about my irregular play even I demanded it. The article 103 is ambiguous and I have the clear proof that Osiris Casino has mistaken the redaction of the article. If we go to Euromoon Casino general T&C: https://www.euromooncasino.com/general-terms-conditions/?lang=en (please note that this one is owned by the same brand but instead of being licensed by Malta is licensed by Curaçao) we can find that they have amended this little "mistake" commited in the redaction of the confiscation clause, art 15, where it can be read "THE DEPOSIT CURRENTLY IN PLAY" To cut a long story short, I have never bet higher than the limit established by Osiris Casino inside their terms & conditions so my playing has not been irregular in any case. They refunded me 600 € of (I don't know what this amount belongs to since they didn't provide any calculation to me), so basically I demand from them: - Proofs and calculations of my irregular playing - Definition of "THE DEPOSIT" in their general terms & conditions I have accepted at my registry. - The reimbursement of my remaining fairly earned 4.400 € Just to add, that this case has been reported to the Maltese Gaming Authority because appart from the uncompliance of their own clause, that I personally consider scam, clear scam, this Casino have commited an indescribable number of negligences and damages to my person that I reserve to myself and to the MGA. Thanks

Made deposit and received bonus of 3 times the amount per usual. Made enough bets to meet that betting requirements to withdraw amount of $365 euro which was verified by one of their customer support personal over the phone last Saturday night (Australian time). Withdrawal pending last 2 days then received email from the casino's finance department advising that funds removed due to irregular betting. Deposit amounts left in account and all winnings removed. In addition it takes this casino about 3 days to respond to emails

Hello, I signed up and played at Osiris casino on the first of April 2015. I got very lucky and managed to have a balance of over 5K, they proceeded to making me sign forms, they asked for a bill, ID, bank statement. When I provided all the documents they replied that the account was approved and the finance department would get in touch with me. Since then it has been 3 weeks with no email response. I tried contacting them again and kept getting the same answer, that I would be contacted from the finance department. Last week I was told that my account manager (Jeff) would contact me within 24h for an update on my account, yet he did not. When I tried to go on chat, I was told he was in the office but in meeting all day and would not be able to help me. I proceeded to tell the chat rep that I was gonna get help online and make a formal complaint to this case. 5 minutes must have gone by and I received a call from Jeff himself. After a short chat he told me that they were going threw changes in their department and that is what caused the delay with my withdrawal. He also said I cancel my withdrawal and proceed to make a 2500 withdrawal and he would approve it instantly since my account had already been verified. He advised I play a little more with the rest of my balance, but once I got the email saying my withdrawal was processed I could go ahead and request the other withdrawal. I took his advice and cancelled my withdrawal and requested a 2500 instead. Played a dozen hands playing blackjack (without a bonus) and lost a few hundred off my balance and decided to stop before I lost everything. The email was not sent instantly approving my withdrawal but the next day. Although there was a delay, I was still happy to know that Jeff was a man of his word and had done what he promised. I then went to withdraw the remaining balance on the account. The next morning(today) I get an email from Osiris saying that withdrawal has been denied and that all my winning have been confiscated for irregular play. I logged into my account this morning and my balance was gone. This is a situation I cannot win alone, I am sure of this. My account has been verified for over 3 weeks now, and approved for withdrawals. Everything was in good standing with my account and the only way the finance department replied to me was when I told them I was gonna make a complaint. Now I understand that there are always changes made at different businesses and I am not doubting that, there could have been a delay because of this. I am also very appreciative of Jeff who personally called me to take care of the situation and did very quickly. What I don’t understand is the choice they made at the end giving me some vague reason about irregular game play, when I made sure to respect all the terms they have on their website. Please help me contact Jeff or someone at Osiris and have them pay me my winnings. I did nothing wrong here, and I am honestly upset with the daily chat sessions and emails I wrote that were ignored until now. Please help me claim my winnings, it is more than life changing for me.