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TTR Casino - Confiscated winnings for weird reason

UNRESOLVED
powerduck Deutschland
Posted on February 6, 2017.

I had a nice win of 3672.50 EUR at TTR.
Very short time after I requested a withdrawal, I received this email:

"(...) Unfortunately, you have been issued with a bonus which you a not eligible to get. You have misled our support with BTC deposit.
According to our Bonus Terms - "18. TTR Casino management has the right to void any bonuses or winnings obtained through suspected deceptive behavior. ", all your winnings are confiscated and your initial deposit reinstated. (...)"

As I thought they might have committed an error, so I wrote them, and now it is two weeks and I still didn't get any reply at all.

I don't understand at all what happened, the only thing I know is that I wanted to make a Bitcoin deposit, then couldn't find the login information for my wallet any more, so I deposited by instant bank transfer. The bonus originally hadn't been credited, so it was credited manually by after requesting it in the chat.
Then I won, completed the wagering requirement and requested a withdrawal, and now this, and total silence.

Posted on February 6, 2017.

The bonus rules clearly state that WR100 weekly reload bonus is individual and is only available for players who received an email about it:

"7. Not all players can receive a weekly reload bonus WR100. If a player eligible for this bonus he will be notified by email on Thursday or Friday and will be able to claim this bonus on Friday, Saturday or Sunday every week."

You could not have received such email, because you were not eligible for this bonus promotion at the moment of incident. If you were eligible for this offer, there would be no problem at all, but you decided to get this bonus without reading the bonus rules first.

Therefore the winnings obtained from a bonus, which you were not eligible for, were confiscated according to this clause of our terms and conditions:

“If we mistakenly credit your Member Account with winnings that do not belong to you, whether due to a technical, error in the pay-tables, or HUMAN ERROR or otherwise, the amount will remain our property and will be deducted from your Member Account. If you have withdrawn funds that do not belong to you prior to us becoming aware of the error, the mistakenly paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us. In the event of an incorrect crediting, you are obliged to notify us immediately by email.”

powerduck Deutschland
Posted on February 6, 2017.

Dear Casino Representative,

you are advertising this bonus on your website.

1. How can you advertise something that is only available upon invitation? This is not only misleading, THIS is deceptive behaviour.

2. The bonus has not been credited automatically, and after reading your reply I can understand why - I was not eligible for that. However:

a) your support staff credited me with the bonus, even if I was not eligiblele. I cannot credit something somebody is not eligible for, and then taking it back in case he wins.

b) your quoted terms do not cover this case at all. It is obvious that winnings that are credited by mistake need to remain the casino's property; however, this is not about winnings credited by mistake, it is about a bonus happily credited to my account, and it is a no-go that a such a bonus is credited by your staff without checking eligibility.


You advertise on your main promotion page, in a prominent spot:
"Don’t forget to spend your weekends with us and enjoy our weekly 50% reload bonus of up to €100. Each Friday, Saturday and Sunday, our loyal players can receive this charming offer by using WR100 bonus code while making deposit to TTR Casino. We hope we are not gonna spoil you too much with this weekly offer, as it can be claimed absolutely every week, no matter how many times you claimed it before."

Honestly, if this is not a trap, what is it otherwise? There has been a discussion some weeks about a similar situation with Casino Cruise at Casinomeister, where somebody who deposited with a restricted payment method was credited an automatic bonus.

General conclusion (of all writers in that thread, without exception), was, that this is something that shall not happen and it constitutes close-to-rogue behaviour.

Here in this case it's even worse, as a) you advertise something that is not even available and b) your support staff committed an error (and if my staff commits an error, I am responsible for that and will have to respond with the appropriate actions).

I bet that I am not the only one falling into this trap - what else could be the reason to publish this? You're putting players into a situation where they would have no chance of winning at all, and then take your terms in order to justify actions, and this is really dirty.

From a highly-rated casino with a spotless reputation I'd expect anything else but this.

I am totally aware that, if you don't change your opinion, there are few things I can do about it, considering your Curacao license. However, I'd really expect to recognize you're dead wrong here, change the way this promotion is advertised in the future to avoid other players being mislead, and reconsider your position.

Thank you for your consideration.

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