Atlantic Casino - Refusing payout, unfairly accusing me of breaching a term

Also today onlive chat (asking about any news in the case) they say that the reason the withdraw was rejected was because I made a another deposit before withdrawing. My first deposit was by Paysafecard, and when trying to withdraw I was told to make a deposit so that my VISA card coud be used. I did this. First time got an error so tryed again (both with the minimun of 20 euros). Then I started withdraw my money, a total of 4900 Euro, rest of my money (about 60 euro) I played with. Notice: I knew there was a 30% max limit so only played for 2 Euro at the most. All of this have have proof of if anyone want to see them. How can deposit 20 Euro be breaking their rules of max betting? I was told that I had to do this before making a witdraw. Hope this case can be solved, I have pictures og all live chat, and also filmed my entiry playing history, and there is no overbetting.

this is from the operator called steven "allright I have seen it all, if you not deposited the 20 euro, all would have going well".

Funne how they first make you deposit money before making a withdraw, then declining all of your winnings since making av deposit somehow is irregular and overbeting.

Any help please?

Got some answer today fra the casino

I am responding to your email about your cut winnings.
When you made additional deposits in play your max
bets became 30% of your last deposit. In your case
your max bet under €6 while in play. I advise you to
try again just make sure your max bets is under 30%
of your last deposit.

Best Regards,

Account Manager
David

I replied to them with the following:

This is false. I was told to deposit at least 20 Euro before I could make a withdraw since a used a Paysafecard, and not had validated my VISA card yet.. During this time (after last deposit) I made sure NOT to bet more than 30%, so maximun betting after last deposit was 2 Euro only (this is 10% of total amount, and 2% of first deposit). I have the whole game history on videotape, also pictures of all live chat.

How do you then explain this as a overbetting? First I am told to deposit, then this is wrong even if I only betted 2 euro, wich is under the 30% limit. I can provide all the evidence you need, and you will see that you are wrong.

Please tell when and at what game my overbetting has taken place please!

I have now asked for evidence, and as I am was saying, I can provide all game history, ancluding video and picktures. Lets see if they can do the same thing.

Is it so easy for casinos just to rip people off, without any consequenses at all.

Dear Kim Charlie,

We have looked into the matter of your complaint. We will be responding to you directly, very shortly.

Thanks for being patient!

Atlantic Casino Management

Dear Atlantic Casino,

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

I got a letter on monday;

Dear Mr. < removed >

After examining your gaming records it is clear that you did not violate any betting limits. After making your 100 euro deposit on 19 February your largest bets were for 10 euro each. After 20 Feb 21:47 when you made your smaller deposits, you bet only 2 euro each spin. The financial department and the support staff were confused, and we very much regret that.

However, in your case an additional factor comes in to consideration. The General T&Cs (13.5) stipulate that: “If a player's accumulated deposit amount does not exceed €200, player will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €200 accumulated deposit amount.” We call this the “new Player Rule” Most all casinos this rule is applied to those who have received a bonus. In our case we have this rule for all depositors.

The reason why we have this rule is to discourage “hit and run” players of all sorts, not just those motivated by a desire to play with big bonuses. In addition our policy is to be generous with bonuses for any depositing player who wants them. Obligating all new players to abide by this rule, balances out the fact that we allow our established clients to play with generous bonuses after you cross the 200 euro line and keep all your winnings.

This means that you are entitled to receive only 1000 euro from your 100 euro deposit. This sum we will be happy to pay you. In addition we would like to add an additional 300 euro for your time and trouble in setting this straight. Perhaps you may find comfort in the fact that 130% return on 100 euro is a very fine investment by any standard.

Sincerely,

Karl Z Michaels

Internal Review Group

This means that there is a "hidden" term/cond that states that if you deposit less than 200 Euro, you want be abile to withdraw more than 10xdeposit. In my case they are willing to pay additional 300 euro, a grand total of 1300 euro (I had 4900 euro so loosing 3600 euro on the witdraw). I have contacted Karl asking about getting my money back on the account for either playing on or withdraw etc, but since monday I have heard nothing. Also in live chat they dont know anything.

I think that they where "nice" giving me 300 euro ekstra, but still loosing 3600 euro to T&C that is just stupid. Lets see if my money appear sometime soon. This is why I always read T&C, but missed out on this one, since its the first time I ever heard about such a stupid T&C.

Dear Mr Kimcharlie,
A letter was sent to you detailing the concerns you voiced. We look forward to concluding this issue soon!

Once again, have a great weekend!

Me and Atlantic casino have come to an agrement. I woud like to thank the casino for the response and agrement. They have shown good will, and after this I will keep on playing at Atlanticcasino. The case is than closed from my side

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.