Refusing to refund deposit after violation of bonus terms

I recently opened an account at Casino Room where I deposited 10 000SEK and received the welcome bonus of 100%.
So With the bonus i had 20 000SEK to play with. The wager requirment for the bonus was 35 times the deposit which gives a wager requirement of 350 000SEK before you can make a withdrawal.

On Casino Room the slots You can play with a bonus active is under the section ”bonus games” and these are the ones you are allowed to play with the bonus active. I only played slots under bonus games!

For 3 entire days I played and managed to fullfil the wager requirement of 350 000SEK.

Once finished I had a balance of about 14 000SEK left. Which is 4000SEK in profit beacuse my deposit was 10000SEK. I made a withdrawal and received the money the day after!

Since it worked quite well the first time I played on casino room I decided to deposit another 1000SEK. This time I had no bonus activated in my account. I played all night and managed to turn these 1000 sek into 19 151SEK playing different slots. Happy with my big win of 18 151SEK I made a new withdrawal but this time i had not received the withdrawal the day after. And when I tried to log in to the site again i got one message that said that my account is blocked ....

I contacted live support and asked them what was wrong and they said i would receive an email later.
In the email I got they said I had cheated and been working together with other people ...
Which for me sounds very strange beacuse it is the first time I play this site! I sent another email confronting them about this and the reply I got was that they would investigate this and send me a reply in 10 days. I have now received the reply and read and I still don’t understand why they took my win of 18 151SEK.

I have saved the emails and only want to get some answers to what has happened! I don’t like being called a cheater when I havent done anything wrong :/ I fulfilled the wager requirement and so on and followed the terms and agreement of the bonus ! I I don’t think this is fair to me as a new player on casino room And I have never experienced anything like this on any other casino site ! I looked online to see if this had happened to other people and found ask gamblers. So this Is why I write to ask gamblers now to try and get some answers.
Best regards
Elise

The past TWO times withdrawing money the 3-5 day withdrawal time stated in casino rooms t&c has been violated and I am given the excuse that their is a “delay” with their payment provider. Also when I requested a way to contact the payment provider myself I was denied that request. Whereas it used to be very simple and quick to withdraw money from casino room where I could request the withdrawal on a Saturday and at the latest I would gave the money by Thursday at the latest. This has now turned into 5+ business days the past two withdrawals whereas I’m still waiting for a $400 withdrawal I made on the 7th. Making it 6 banking days atm. Very frustrating.

I've been waiting over a month for my winnings. I've gone through the verification process and been in touch with customer support at casino room several times. The first time the bank transfer was rejected by my bank and the money was refunded to my casino room account. I then confirmed the bank transfer information needed with my bank and went through the withdrawal process again. It has now been over a week and I still do not have the winnings in my account. I was told via email from customer support yesterday that their system shows the issue was settled and that it shows my withdrawal of $437 was settled with the provider. I've checked my account and the money is not there. I'm extremely frustrated and have no idea what to do at this point to get my winnings. I've dealt with many online casinos and have never had this problem.

My Deposit via Neteller is still not credited to my account despite having complied with requests to show receipt of deposit etc......... I have had several emails ignored even though its apparently a 24 hour support via email........... There are also questionable withdrawal issues pending also.

This is story from beggining.I come from Croatia,and i was searching casino who have nice range of games,casino who wall make payment if u finally win some money.I search here and other casino reviews,casinoroom was not the best on list,but im first five.So i went there and make account for first time.It says players from Croatia accepted.After i made account,i got bonus.Since i was not searching casino for bonus,i ask customer support can they remove my bonus.I Just wanted to make clear Depozit and if i win something ,i wanted to try how they make payments to my account.Because i follow long time askgamblers and read reviews,i see how Many People's dont get their payment.Anyway after long chat with customer support(they Were great) we manage that i dont have any bonus,online clear Depozit i make.So i make something like 30 euro Depozit,I played few hours games,Had fun,and i deicide to redraw some money from my account.I choose to redraw exact ammount that i Depozit.Then 1-2 days later i got e- mail that they want Id-check.My problem was i make Depozit from my wife Card,So the Owner of account and Card where they must make payment was different.They told me they must check Id from my wife too.So i send them everything they asked from me and my wife,i even told them if IT is too much Trouble they can give the money back on my gaming account So i can Play little more,and next time I'll make Depozit on my name.They answered IT is no Trouble,everything will be fine.Few days later i ASK them how much time they need to process payment.31.07.16 they answered payment was send to account.Still nothing,i would Wait longer for money IT is not problem,anyway i tested casinoroom So i can see how they make business with their customers.But what really bothers me is when i tried to Play again on casinoroom i discovered i can't log in and they banned my account.I send them mail but no response from them.That is not proffesional and i would Like to have explenation anyway.

I won over 57,000 GBP in Casinoroom October the 28th 2014. The deposit was 500 and the bonus was 500, it was an ongoing bonus offer. I won big playing Dead Or Alive 18 a spin. Before the big win I won around 6000-8000 in slots name Thief or Jack Hammer(I can't recall the exact amounts and games) The casino sent an email they are not willing to pay due to a max bet rule. They say you can't bet over 30% of your current balance in a single bet I remember I checked the terms and condition before and I couldn't find any max bet rule. I went again to check the terms but still couldn't find any 30% rule I checked the Promotion terms and it wasn't there (now they added it to the promotion terms, it was added after I emailed them it is missing and and they admit it wasn't there nor in the full terms or terms of service, the email below prove that fact) I went to check the terms of service but still could find nothing. I clicked inside the terms of service and clicked FULL TERMS and still nothing - no such term I sent them an email asking where in the terms and condition it says you can't bet 30% of your total balance. This is the link they sent: http://www.casinoroom.com/termsofservice/ellmount/ I continued to check the terms and it took me around 20 minutes to reach this link, it is hidden to such an extent it is impossible to reach these terms I don't want to waste anybody time and I will send the instructions of how to reach these terms but just for the challenge and for me to express and describe the issue here can I ask you to try and find it yourself in casinoroom, I wonder if it is only me who simply had no chance to reach this promotion rule. Well here is the answer if you couldn't find, go to bonuses then click on Terms of service, then when you are inside terms of service click where it says FOR FULL TERMS PLEASE CLICK HERE, click on it, now you are at the full terms, you won't find it there but if you look for the word Ellmount you will find the click here link and only then you will see the 30% rule (now they changed it a bit and it says clearly terms and condition click here but back then it was just written in full terms - for Ellmount’s respective terms and condition click here and only then you would see this 30% of balance rule.) Not only that this 30% is an ILLUSIONARY RULE because if you have a dollar in your account and you bet 0.4 it leaves them a reason not to pay, this rule is not valid anyway. They added the rule to the bonus terms right after I let them know it is missing and this is what they had to say "We have updated the bonus games page which doesn't change the fact that the terms that you agreed to when you signed up to Casino Room" The full email: Hello Krisna the clause has always been present in the terms and conditions and this has to go through the LGA in Malta who has a copy of these terms. This clause is included under "Gaming restrictions and jurisdictional issues" and it belongs to the games that you have played from NetEnt These games are regulated and authorized by the Lotteries and Gaming Authority of Malta under the license issued to Ellmount Gaming Ltd and therefore while using these games your relationship is governed by the terms of service of this latter company. Your relationship with Ellmount Gaming Ltd and the use of these games is governed by the respective Terms and Conditions available here. We have come to this decision after careful review of your game history. I am aware that you want to go all the way, but the situation is quite the opposite as it is you who is claiming winnings that were acquired through irregular gaming for bonus play-through requirement purposes. We have updated the bonus games page which doesn't change the fact that the terms that you agreed to when you signed up to Casino Room have always been there and remain as the final and official contract between us. I always like to provide the best possible solution and there's nothing wrong with going public, you have the right to do that, but we are not arguing about different opinions on the bonus system, it's all about facts that ultimately lead to our full terms, specifically the games governed by these terms http://www.casinoroom.com/termsofservice/ellmount/ Before any withdrawals are processed, Your play will be reviewed for any irregular playing patterns. In the interests of fair gaming, equal, zero or low margin bets or hedge betting, shall all be considered irregular gaming for bonus play-through requirement purposes. Other examples of irregular game play for bonus play-through requirement purposes include but are not limited to, placing single bets equal to or in excess of 30% or more of the value of your total balance (including any given bonus) until such time as the wagering requirements for that bonus have been met. Should the Casino deem that irregular game play has occurred, the Casino reserves the right to withhold any withdrawals and/or confiscate all winnings and bonuses. You cannot justify your conduct on the grounds that you were not aware of these rules. I am willing to improve my offer, just for the sake of making this easier for us, if you agree I will give your total deposits back and please trust me this is by far the best I can do, considering I should not be offering compensation on the first place. If you have any questions please don't hesitate to contact us. This is what Steve Russo from Gambling Grumble had to sum which explain the situation better than I can: "The Very Hidden Rule....Casino Room, however, presented a problem we have never before run across -- it is refusing to pay Krisna K of the UK the 57,000 GBP she won because of a rule that is almost impossible to find. ...