Swiss Casino - Bonus issue

I got 10 £ of no deposit bonus and wagered it 99x in compliance with terms and conditions, then I had 550 £ in my account. For withdrawing of more than 500£ I needed to deposit 100 £. So I deposited 100 £. After this I got the first deposit bonus and wagered it, so I played slots and won 2700 £. When I withdrew some of my winnings, the casino wanted my documents, and I sent it. They accepted my bill, but requested the back page of my ID, so I sent it too. The casino accepted it and said that they’ll send my money in 4 days. When the 4d day came, they requested my photo with holding my ID document in my hand. Just before sending those photos the casino closed my account and didnt want to send my money. Downright they’re kidding me and seized my 2700 £. Also I want to remark that I have just one account in Swiss casino and didnt abuse any terms and conditions. Our mails are as the following: Dear David, Thank you for contacting Customer Service. Please note that we have received your documents and approved the copy of your proof of address. In regards to the copy of your ID, however, note that in order to be able to approve it, we also need you to send us a copy of the back side of the document. If you have any further questions, do not hesitate to contact us. Our Customer Service Support is available to you 24/7. Thank you for choosing us as your online gaming site. Best Regards, Tsveti Customer Service Have Fun and Gamble Responsibly Dear David, Thank you for contacting Customer Service. We appreciate your cooperation and would like to notify you that the back copy of your ID has been verified and securely stored. Please note that now that it is approved, you will not need to send it again. Regarding your withdrawal request for the amount of £640.00 (request code is: 4213476), please note that we need 4 days for checks. If approved and once processed on our end, depending on the payment option you choose, there is a different period in which the money reaches you after we process it. In your case with NETeller, you should have an instant access to your money. You can check your cash-out status when you go to Cashier Withdraw Pending withdrawals. Once processed a payment is displayed in the Cashier Transaction history. You have to select a period no longer than 60 days to check it. In case you have further questions, we will be more than happy to assist you. We are available 24/7. Thank you for choosing us as your online gaming site. Dear David, I'm further contacting you in regards to the verification of your account in our casino, username SWR65063862. In accordance with our security procedures, we kindly ask you to provide us with photocopies of an alternative government issued ID, such as your passport. Alternatively, please provide us with images where you are seen holding the ID you previously sent us. If you are to provide us with said image, in addition to this, please also send us images of both the front and backside of the document. You can take the required pictures with a digital camera, attach them to an e-mail and send them to [email protected]. Please make sure that all 4 corners of each document are visible on the pictures, and that all information is easily readable. Have in mind that the size of the files should not exceed 5MB. Your cooperation is appreciated. In case you have further questions, we will be more than happy to assist you. We are available 24/7 by email, chat and phone. Thank you for choosing us as your online gaming site. Best regards, Samuil Customer Service Gamble Responsibly Dear David, I am contacting you in regards to your account with us (username SWR65063862). Note that as per management decision the account was closed and the amount of £2,661.25 was deducted from the balance. The reason for this decision is because the copies of the documents that you sent failed to meet our security requirements. Furthermore note that it is stated in our Terms and Conditions of use that: "10.6 In the event that we will suspect fraud or fraudulent activity, abuse of your Account (including Bonus abuse) on your part or any of your payments are charged back, we will have the right to withhold any pay-out or winning amounts due to you and if necessary, to lawfully collect any payments owed by you. If playing in any of the live games, in any event of suspected card counting we further reserve the right to withhold any withdrawal amount from your account which will be in excess of your original deposit. " http://www.scasino.com/en/terms.html In case you have further questions, we will be more than happy to assist you. We are available 24/7 by email, chat and phone. Best regards, Maria Customer Service Gamble Responsibly

Best Team Askgamblers.

This is my story at Swiss Casino:

I claimed a 300% bonus at Swiss Casino (100+300 bonus). I played some blackjack, (single hand) obviously, because playing with multihand would be a violation of their terms. Anyway, i played blackjack (which has a restriction of a max bet of 100 euros).... I made a reasonalbe profit, wagered on table poker and slots. Emailed Swiss casino asking whether i have fulfilled all wagering requirements. They say yes and than i made a withdrawal request. Sended in the documents to verify my account. Everything gets verified untill they deny to pay me, because i have apparently violated their terms.

This is what they emailed:

11.6 Your use of any real money bonuses is subject to Our review for irregular playing patterns. To ensure fair gaming, We consider low margin, equal, zero bets or hedge betting to be irregular gaming for the use of bonuses. Further examples of irregular playing patterns also include, but are not limited to:

(i) placing single or multiple bets on any single game that sums over the value of seventy percent or more of the bonus credited with the intention of clearing the bonus until the release requirements have been met;

(ii) if We suspect you have attempted to use a bonus contrary to the spirit of the Promotional offering;

(iii) if We suspect that you have sought to deviously profit from a bonus offered by Us in good faith (for example, the acceptance of a bonus, wagering the minimum amount and immediately withdrawing the funds. In the event that we deem that an irregular playing pattern has taken place, We reserve the right to prevent you from cashing out Account funds and/or withhold any of Your winnings derived from Your use of the bonus.”

ok... commenting on their terms (i), apparently they have sent me a screenshot of hands that i played at blackjack. Apparently i have played blackjack placing even up to 200 euros. The reason for that is either i splitted or did a insurance. And the 70% rule of them when applied to me is: 210 euros (70% of 300 euro bonus).

term (ii)... the spirit of their use...that can be interpreted so broadly that in any event if a player wins, than all their money can get confiscated. So in my opinion a bogus term!

term (iii)... Every player that plays at a casino and get a bonus is always trying to gamble and hope to get some profit out of it. Why else play at casino? I mean, it is not like very exciting to lose money everytime if you play at a casino. Further more. At playtech (in this case Swiss casino) there is no way that you can check how much you have wagered. So i honestly do not believe, that i have exactly wagered precisely their WR and than made a withdrawal. As mentioned, i played (a lot), don't ask me how much... emailed them asking whether i have fulfilled all wageringrequirments. They say in that email: yes you have wagered everything and it is okay to make a withdrawal.

So actually when they email this, they actually expect that you don't make a withdrawal and lose all your money or what? Anyway, I had a total pending withdrawal of 1.1k, but they only returned my deposit.

Thanks for reading!

Jos