Complaint #8
Roy Richie Casino
Unfair confiscation of a big win
7 years ago
I got a recommendation from a friend regarding Roy Richie Casino. I created an account and made a 3000SEK deposit with the code RRC1. I read the terms and conditions and started to play Jungle spirit and Joker pro with 50SEK/spin. I managed to turnover the bonus and made a 51 187 SEK withdraw.
Then I got a mail which I quote:
“Hello ****,
We would like to inform you that because you have broke the General Terms&Conditions we had to reduce your balance and credited back your deposit. You were not allowed to play in Joker Pro while the bonus RRC1 was active.
According to the T&C points:
5.The bonus is subject to a wagering requirement of 35 times the combined deposit and bonus amount on qualifying games only. Qualifying games which contribute 100% towards the wagering requirements include slot games only, however, certain slot games are excluded, these exclusions include: Joker Pro, Simsalabim, Dead or Alive, Demolition Squad, Devils Delight, Ghost Pirates, Kings of Chicago, Victorious, Zombies & Blood Suckers. All other non-slot games are also excluded.
16.Different games and/or game types contribute a different amount of total wagers towards the wagering requirement of a bonus. All Table Games, Poker Games & Video Poker Slots do not contribute towards rollover, whilst all Slots games contribute 100%. The following games are excluded from all wagering requirements and may not be played whilst a bonus is active on your account: Joker Pro, Simsalabim, Dead or Alive, Demolition Squad, Devils Delight, Ghost Pirates, Kings of Chicago, Victorious, Zombies & Blood Suckers. Players found to have played these games whilst a bonus is active shall have any withdrawal request refused and the sub total of their balance removed and credited back as bonus cash, with a 50x wagering requirement and maximum stake of €1 imposed.”
This isn’t correct and I replayed as follow:
“Sorry but I think this is a missunderstanding.
In the general terms it stated as follow under section "Bonus Conditions - Casino":
"1. For the avoidance of doubt, individual terms & conditions for each bonus will supersede any general terms listed here."
In the terms for the Welcome bonus the excluded games are as follow:
"13. The bonus is subject to a wagering requirement of 35 times the combined deposit and bonus amount on qualifying games only. Qualifying games which contribute 100% towards the wagering requirements include slot games only, however, certain slot games are excluded, these exclusions include: Simsalabim, Dead or Alive, Demolition Squad, Devils Delight, Ghost Pirates, Kings of Chicago, Victorious, Zombies & Blood Suckers. All other non-slot games are also excluded."
In this case, the general terms aren’t valid and the terms and condition for the welcome bonus is the valid one. I haven’t played any slots that are excluded in the welcome bonus terms nor broken any other rule. Therefore, my money should be sent to me.
Regards / ****”
I got no answer in a week and I replayed this:
“It's been over a week since I replied to your email and haven't heard from you. I take this silence as a lack of cooperation. Therefore, I don't see any other option then to start a legal case against you. If I haven't heard from you in a week from to today, I will start a case in the small claims tribunal act in Malta.
Regards/ ***”
I got this message:
“Hello ****,
We would like to apologize for inconvenience. The issue is being handled by a proper department. We will respond as soon as we will get an answer.”
This respond was made one and half month ago. I have now given Roy Richie some time to solve this mater. I can’t see this case being a problem. I haven’t broken any regulation. Therefore, they should be able to pay out my winnings. It feels like they are actively delaying this case and I really need my money now. I’m willing to take this dispute to court, although I will try to solve this with Askgamblers first. If they don’t collaborate, I must go to Malta, which cost time, effort and money.
Then I got a mail which I quote:
“Hello ****,
We would like to inform you that because you have broke the General Terms&Conditions we had to reduce your balance and credited back your deposit. You were not allowed to play in Joker Pro while the bonus RRC1 was active.
According to the T&C points:
5.The bonus is subject to a wagering requirement of 35 times the combined deposit and bonus amount on qualifying games only. Qualifying games which contribute 100% towards the wagering requirements include slot games only, however, certain slot games are excluded, these exclusions include: Joker Pro, Simsalabim, Dead or Alive, Demolition Squad, Devils Delight, Ghost Pirates, Kings of Chicago, Victorious, Zombies & Blood Suckers. All other non-slot games are also excluded.
16.Different games and/or game types contribute a different amount of total wagers towards the wagering requirement of a bonus. All Table Games, Poker Games & Video Poker Slots do not contribute towards rollover, whilst all Slots games contribute 100%. The following games are excluded from all wagering requirements and may not be played whilst a bonus is active on your account: Joker Pro, Simsalabim, Dead or Alive, Demolition Squad, Devils Delight, Ghost Pirates, Kings of Chicago, Victorious, Zombies & Blood Suckers. Players found to have played these games whilst a bonus is active shall have any withdrawal request refused and the sub total of their balance removed and credited back as bonus cash, with a 50x wagering requirement and maximum stake of €1 imposed.”
This isn’t correct and I replayed as follow:
“Sorry but I think this is a missunderstanding.
In the general terms it stated as follow under section "Bonus Conditions - Casino":
"1. For the avoidance of doubt, individual terms & conditions for each bonus will supersede any general terms listed here."
In the terms for the Welcome bonus the excluded games are as follow:
"13. The bonus is subject to a wagering requirement of 35 times the combined deposit and bonus amount on qualifying games only. Qualifying games which contribute 100% towards the wagering requirements include slot games only, however, certain slot games are excluded, these exclusions include: Simsalabim, Dead or Alive, Demolition Squad, Devils Delight, Ghost Pirates, Kings of Chicago, Victorious, Zombies & Blood Suckers. All other non-slot games are also excluded."
In this case, the general terms aren’t valid and the terms and condition for the welcome bonus is the valid one. I haven’t played any slots that are excluded in the welcome bonus terms nor broken any other rule. Therefore, my money should be sent to me.
Regards / ****”
I got no answer in a week and I replayed this:
“It's been over a week since I replied to your email and haven't heard from you. I take this silence as a lack of cooperation. Therefore, I don't see any other option then to start a legal case against you. If I haven't heard from you in a week from to today, I will start a case in the small claims tribunal act in Malta.
Regards/ ***”
I got this message:
“Hello ****,
We would like to apologize for inconvenience. The issue is being handled by a proper department. We will respond as soon as we will get an answer.”
This respond was made one and half month ago. I have now given Roy Richie some time to solve this mater. I can’t see this case being a problem. I haven’t broken any regulation. Therefore, they should be able to pay out my winnings. It feels like they are actively delaying this case and I really need my money now. I’m willing to take this dispute to court, although I will try to solve this with Askgamblers first. If they don’t collaborate, I must go to Malta, which cost time, effort and money.
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