Hello! Casino - Verification problems and delayed payment

I joined Hello Casino on 11th August 2019. I’ve not had a problem with Hello Casino until I made a withdrawal for the amount of £30 on 27th August 2019. I contacted Hello Casino via live chat on 2nd September regarding my withdrawal pending. Told to wait for the payment. Logged into my Casino account to find that the payment had been reversed into my Casino account instead of being paid into my bank account. On 4th and 7th September I made withdrawals. On 9th September I sent an email ( I also contacted them via live chat ), to Hello Casino to inquire about my payments. I received no response to my email. On September 9th I was locked out of my casino account by Hello Casino after I spoke with them via live chat. It is now 16th September and I’ve not received my payment. I’ve contacted Hello Casino several times via live chat and I’m always told the relevant department will be in contact via email.

Please help.

On 7th March I got an email offer from Hello Casino of which I am a member. The offer was deposit £25 get 50% match bonus and 50 free spins on Temple Cash Frogs and Flies up to 4 times. I deposited and during free spins triggered the temple bonus feature. At the end of the run I had won £64.40 it didn't credit my account. I contacted Hello Casino who said they were aware of the issue and it was being resolved. On 8th March I received a new email offer from Hello Casino, deposit £25 get 50% match bonus and 50 spins on Lucky Links, I deposited but didn't get the free spins, I contacted Hello Casino who asked for a forward of the email then said they could see the free spins on Temple Cash Frogs and Flies not Lucky Links as that wasn't an offer i advised I couldn't see them, the casino replied they were aware of technical issues with the game. It would all be resolved soon.
A week later my winnings have still not been credited I can't access the free spins and Hello Casino has removed the game

I will try to describe my issue and confirm the problem as clear as possible while going through my own troubleshooting steps taken to try and resolve this.

I Made a deposit on Hello Casino last week with a normal welcome bonus of 100% and deposited 1000 NOK. I was granted the bonus and was well known with the bonus T&C as they are a part of the same group of other casinos i play at. What baffles my mind is the clause i have allegedly broken. They claim i have at a point during my welcome bonus bet over 50kr bet on a spin which is over the Max bet of 50kr. What should stand out here is i never have ever in my life Made a single bet of over 30kr a spin in my whole life, i am a small low stakes gambler.
I got lucky and ran my initial deposit of 1000kr upto 20000kr and managed to complete the wager. Mainly playing normal games like book of dead of either 20/30kr spins.

Once the wager was completed i went ahead and bought a bonus as this was prohibited beacuse the system stopped me from buying while on a bonus. I ended up playing down to 10000NOK on real money balance on several games and had no bonus balance.
I Made a withdrawal and got requested for documents.

Documents was sent in and approved two days later.
The day after i was approved i got the email from Hello casino stating my wins have been confisicated and my original deposit have been returned to my gaming account.

I sadly don’t have any access to my account right now to show my betting history to backup my part that i have never bet over 50kr on a spin, due to self-excluding myself for 5 days so i would not mess with my withdrawal. I have been in contact with Hello casino on livechat and Mail with no help to get and automated responses.

This is my first time ever being in a situation like this because i always hold up my end of the bargain when it comes to T&C in a casino. I feel shocked and sad at the same time, because I have seen several times people make this mistake and the casino without it being on purpose and the casino have in goodwill returned the winnings as a good gesture.
Hopefully since this is my first time we can come to a resolve in this case with Hello casino and both parts can be happy.

Thanks in advance to both Hello Casino and AskGamblers for any help.

Dear Askgamblers, I am thankful I have found your site which reassures me am I not the only player having problems with Hello Casino. I started playing on their site a few weeks ago and had been receiving some nice bonuses. I have had some wins and loses on their site and I have been generally happy playing there with no problems. On the 30th of August 2017 I received a bonus through my email offering me a £150 bonus if I deposited £500. I did this and played the slots ensuring that I didn't breach there 30% bonus term whereby i could place bets any bigger that 20%. I played the slots with a £30 bet at a time and I won £4550 after I had done the wagering. I then received this email:- After a review of your account by our compliance and risk team, it has become clear that you are attempting to abuse promotions. As per clause 13.3 (viii) and 8.3 of the general terms and conditions: 13.3 Hello Casino reserves the right to cancel Your account for any reason whatsoever at any time without notice to You. Any balance in Your account at the time of such cancellation will be credited to Your credit card and/or sent to You by cheque. However, the Casino reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in a Casino account in any of the following circumstances: (viii) If You have not played at the Casino on an individual basis for personal entertainment only (that is, You have played in a professional sense or in concert with other Player(s) as part of a club, group, syndicate etc.) 8.3 Eligibility All Player offers are limited to one per person, household address, IP address, email address, telephone number, same payment account number (e.g. debit or credit card), or shared computer (e.g. school, public library or workplace). Breach of this, the Casino reserves the right to withhold any withdrawals and/or confiscate all winnings. https://www.hellocasino.com/?page=terms The following actions have been taken. 1. Your account has now been terminated effective immediately. 2. Any remaining funds in your account will be returned to you subject to verification checks - £1000.00 3. You are banned from the Group. If you attempt to open any further accounts on the Network they will be terminated and any funds accumulated will be confiscated. A list of sites can be seen by following this link: https://secure.gamblingcommission.gov.uk/gccustomweb/PublicRegister/PRSearch.aspx?ExternalAccountId=38720 To complete verification checks please provide the following documentation: - A copy of passport, or both sides of drivers licence or ID card - A copy of both sides of Visa card ending xx0217 - please allow visibility of the first 6 digits and last 4 digits on both sides of the card. Cover the remaining digits and the 3 digit security code on the back of the card. - A copy of proof of address not older than 3 months As soon as we receive and verify these documents your funds will be released to Visa card ending xx0217. Regards Casino Management Hellocasino https://www.hellocasino.com Email: [email protected] Live Chat available on https://www.hellocasino.com 18+ Please Bet Responsibly - We believe in Responsible Gambling, For more information go to www.gambleaware.co.uk The casino are seizing my £4550 as they 'believe' I am not playing alone! I have never played with anyone else. I play from my house where no one else plays. How can they say this? Askgamblers please can you help me get my rightful winnings of £4550.

Dear askgamblers, I have been a loyal player at Hello casino and have won and lost over the last (x) months with no troubles. Recently they sent me a nice offer where if I deposited £500, I would receive a £150 bonus. I did this on the 29th august and played some slots betting £28 a go. Amazingly on one spin I hit a huge win, around £18,000. I kept betting at the same rate and cashout in the end £17398. I had made sure to read all the terms and conditions to make sure I had done nothing wrong. I had indeed done nothing wrong - there was a maximum bet of 20% of the bonus, in this case £30, which I never exceeded. To my dismay I received an email with the following: Dear Mr Mark < surname removed >, User marktlincs After a review of your account by our compliance and risk team, it has become clear that you are attempting to abuse promotions. As per clause 13.3 (viii) and 8.3 of the general terms and conditions: 13.3 Hello Casino reserves the right to cancel Your account for any reason whatsoever at any time without notice to You. Any balance in Your account at the time of such cancellation will be credited to Your credit card and/or sent to You by cheque. However, the Casino reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in a Casino account in any of the following circumstances: (viii) If You have not played at the Casino on an individual basis for personal entertainment only (that is, You have played in a professional sense or in concert with other Player(s) as part of a club, group, syndicate etc.) 8.3 Eligibility All Player offers are limited to one per person, household address, IP address, email address, telephone number, same payment account number (e.g. debit or credit card), or shared computer (e.g. school, public library or workplace). Breach of this, the Casino reserves the right to withhold any withdrawals and/or confiscate all winnings. https://www.hellocasino.com/?page=terms The following actions have been taken. 1. Your account has now been terminated effective immediately. 2. Any remaining funds in your account will be returned to you subject to verification checks - £1000.00 3. You are banned from the Group. If you attempt to open any further accounts on the Network they will be terminated and any funds accumulated will be confiscated. The casino has decided to confiscate over £17,000 in winnings because they deemed that I was not playing for personal entertainment. I can assure the casino that I had a lot of entertainment in the course of my bets and it was very enjoyable to win £17000. How could they possibly be able to make this judgment? What they have done would be laughed out in my favour in a court of law. That will of course by my next step, but I thought I would try here first to see if they can come to their senses and avoid that process. To summarise, I am requesting payment of £17,398, my rightful winnings. Mark

PLEASE NOTE !!! I signed up through an affiliate which offered a NON-STICKY bonus, which also seperated my balances into CASH and BONUS. With this I have all rights to my winnings! -------------- I recently signed up through an affiliate which offered a non-sticky Welcome bonus and made a deposit to Hello! Casino of NOK 1,000 and also accepted the NOK 1,000 bonus after reading through the terms associated with it. Deposit image- http://i.imgur.com/Ep5viOc.png Welcome bonus T&C - http://i.imgur.com/aCfSQd5.png As you can see by this screenshot of the terms associated by the Welcome bonus. (vi) states: "The maximum bet allowed while the Welcome Bonus is in play is kr50." - Which is fine, I thought, because I never hit the bonus balance. As the hour went on, I hit a big win in the slot Dead or Alive, of NOK kr30.586,00 on a kr9 stake. Note that this is still on my Cash balance, as I didn't hit the bonus money yet. Balance - http://i.imgur.com/cYzrJ2q.png Translated "Account balance" and "Bonus balance" At this time I wanted to cash out my winnings, so I decided to round off my balance from kr32,899 to kr29,000 before doing the withdrawal. When doing this round off I played the slot "Mega Moolah" where the max bet is kr62.50, I went with this bet thinking it was OK since I never hit my bonus balance, as I should be free to use a bet size of my own choosing since I am still playing with my own cash. Because of these bets at Mega Moolah being above the kr50 limit that they supposedly set on my own cash balance, my withdrawal was declined and my winnings confiscated. My original deposit of kr1,000 was returned. I will also add that the reason why I think this is wrong is that other casinos I have played at, with a bonus as well, gives me the right to decide whatever bet size I wish to use as long as I am still on my own cash balance. The following image shows my account details, also showing that my cash balance/withdrawable funds are kr32,893.15. http://i.imgur.com/hbfkqnQ.png The following image shows me withdrawing kr29,000, my bonus being taken away after withdrawing my cash, withdrawal being rejected and confiscated, also shows me getting my original deposit of kr1,000 back. http://i.imgur.com/XsXrFdJ.png

I recently used a bonus offered by Hello Casino. After completing the offer , I tried to make a withdrawal , but only received my deposit and had my winnings confiscated. I received an email from Hello Casino and was accused of bonus abuse. They say my account had been found to be in breach of clause 7 (vii) of our Promotional Terms and Conditions: 7 (vii) Deposits made via Skrill or NETeller are not eligible for the Welcome Bonus and if taken, any winnings will be confiscated. But as this bonus was a free spins offer and not a welcome offer , the accusation of breaching clause 7 does not apply .As there is no mention in the free spins terms and conditions of Deposits made via Skrill or NETeller as not being eligible for the promotion. So Hello Casino have used a clause in the welcome offer as an excuse to steal my winnings from a free spins offer. So my conclusion is , Hello Casino is happy to accept your deposit and keep your funds if you lose , or return your deposit and confiscate your winnings, if you are lucky enough to win and use any excuse to confiscate your winnings .A win / win situation for Hello Casino and a lose/lose situation for the customer .

Im little confused and angry, i won 29 000 NOK and i then started verification of documentation, but then i got a mail about bonus abuse, tho they woud still pay my winnings to my credit card. End of mail it says , you Are banned from the group. This is almost 4 weeks ago, and been in contact with customer support several times, and every time they conclude with manual pay out... And also a promise of a confirmation mail about payout. Still no mail about it.

I won a pretty huge amount, considering it was only a small bonus. The day after the win occurred, I found my balance reset to 0 with the remark "PWC audit". I inquired with support, and they told me to be pacient and they would check it and get back to me. After some weeks, they did, and told me the bonus was removed as it would be only valid for 30 days. However, they took the bonus away only two weeks after the win. I have attached the relevant screenshots.