SinCity Casino - Unfair confiscation of legitimate winnings

Mitch Meijer Netherlands
posted on September 23, 2016.


A couple of days ago I made an account on Sincity casino and made use of the welcome package they offered. On my second deposit of 200 euro's I won a nice amount of 1450 and made a withdrawal. Now today they e-mail me saying only my payment is declined. I thought it was because I needed to verify my account but the e-mail didn't ask for any documents. So I tried to log in but my account was locked so I contacted support.

After she checked she told me I wound't get my withdrawal paid but only my deposits returned (400 euro's instead of 1450) because players from the Netherlands were not allowed to play in their casino. Now is it that I always check the terms in all casino's I play and they have a long list of prohibited countries but The Netherlands is not one of them. Also I told her that when I made an account The Netherlands is an option to select filling in the details so that didn't make any sense to me either. She then replied that she was sorry and that the terms on the website were not updated yet but they will be soon. I mean good for them but then you can not apply these terms to my case since you haven't even posted them on your site.

Luckily I have screenshots of it all and I will post them below. I have screenshots of the full chat log but I will just post the part where she admits that the terms are not even updated yet and of course the terms where it states the prohibited countries.

I hope they see this and come to the conclusion that the way they handled this is just wrong and they should take responsibility for this since as a player you can only follow the term that are posted on the site. Else they can just make up whatever they want and tell you that it still needs to be updated.


posted on September 30, 2016.

Dear @slotmeister333,

Please let us know if there's some update on your issue.

Mitch Meijer Netherlands
posted on October 1, 2016.


Unfortunately not. The support on their end says they can't do anything as this decision is made by the payments department. They would contact me but all they did was send my deposits back and haven't heard from them since.

posted on October 17, 2016.

The complaint has been reopened as per SinCity Casino request and AskGamblers Complaints Team would like to give this case one more try and help both parties involved to reach a satisfactory resolution.

posted on October 17, 2016.

Hello Mitch,

I hope you are doing good.

First of all I do apologize that it took me so long to get in touch with you. We have double checked your case together with our finance
department and we have changed our decision.

I am more than happy to inform you that we already sent you the remaining 1050 Euro via Neteller.

I am really sorry for any inconvenience caused.

Have a nice day,
Kind Regards,

Mitch Meijer Netherlands
posted on October 19, 2016.


I have received the money so you can close the complaint.

Thanks again for everything

posted on October 19, 2016.

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.