Complaint #21 River Belle Casino

Winnings annulled as per 'management decision' with no further details given

By Oleksandr K.

8 years ago

10.05.2018 in River Belle Casino I won $ 709. At their request I sent all the requested documents. I was not paid winnings. All the winnings were annulled. It's impossible to log in into my account - the account is blocked. On my e-mail inquiries, why did this happen, the casino representatives told - this decision has been taken by Casino Management and there will not be provided any additional information regarding this from the casino side.
I'm sure they have to provide all the information.

Disputed Casino River Belle Casino

Reason Account closure

Amount $709

Discussion

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River Belle Casino Complaint Stats

Resolved 1 / 11

Avg. Amount $2,438

Avg. Complaint Duration 18 days

Avg. Response Time 4 days

River Belle Casino Complaint Summary

Most user complaints about this operator fall under the Bonuses category.

So far, 0 out of 3 complaints in this category have been resolved.

This operator's average complaint duration is 18 days, while the average duration across all operators is 8 days.

River Belle Casino Complaints

See all complaints for this casino

Confiscated winnings on dubious grounds

River Belle Casino confiscated a win (US$170) including my deposit by decision of the casino management. They did it applying paragraph: "5.8.3 In the event that the Casino believes you are abusing or attempting to abuse a bonus or other promotion, displaying irregular betting behavior, or you are likely to benefit through abuse or lack of good faith from a gambling policy adopted by Us, the Casino Group may at its sole discretion, deny, withhold or withdraw from you any bonus or promotion, or rescind any policy either temporarily or permanently, or terminate your access to the Services and/or block your account. In such circumstances, the Casino shall be under no obligation to refund to you any funds that may be in your accounts other than your original deposit amounts. Yes, of course, I agreed to the terms&conditions during registration including with this clause, but I do not agree with their decision. This item can be applied to any player, regardless of whether he broke the rules or not. I played according to the rules. I demand that the casino management has to provide concrete evidence on exactly how I violated the conditions. But to submit a clause that says 'In the event that the Casino believes you are abusing or attempting to abuse a bonus' and confiscate on this basis, I think it is not fair on their part.

Unresolved

$170

Unreasonable verification process followed by unjustified confiscation of winnings and account closure

I deposited SEK 2000 and received a bonus. Once the money was lost, I received a new bonus offer and deposited another SEK 2000. This money was also lost. The same then occurred again, i.e. new bonus offer and a new deposit of SEK 2000. On this last SEK 2000 deposit, I managed to win some money and after having cleared the wagering requirements, I requested a withdrawal of SEK 16,017. I was then asked by support to provide standard verification documentation in the form of a copy of an identification and a utility bill. I provided the requested documentation, but did not hear anything for almost a week nor was any payout made. I contacted support via chat and was suddenly told that I needed to provide a certified copy of my driver license. Nota bene, the casino did not inform me about this request until I contacted them. The request of such was unheard of from my end and I questioned the actual need for this. I could not interpret this as anything but an attempt to stall the payout. Nonetheless, I went to a law firm/notarius publicus (!) and obtained certified copies (this was not for free...). I sent over the certified copies to the casino. After not hearing from them for four days, I asked again why the money had not been paid out. The short response I received was that the casino had decided to seize my winnings, repay my deposits and close my account. The casino pointed to this clause in their terms: "5.8.3 In the event that the Casino believes you are abusing or attempting to abuse a bonus or other promotion, displaying irregular betting behavior, or you are likely to benefit through abuse or lack of good faith from a gambling policy adopted by Us, the Casino Group may at its sole discretion, deny, withhold or withdraw from you any bonus or promotion, or rescind any policy either temporarily or permanently, or terminate your access to the Services and/or block your account. In such circumstances, the Casino shall be under no obligation to refund to you any funds that may be in your accounts other than your original deposit amounts." I asked for the casino to motivate this decision and explain in what way I have violated the terms, but I have still not received a response. Without a satisfying explanation/motivation in what exact way I have violated their terms, I insist on the casino owing med SEK 10,017 (SEK 16,017 less the repaid SEK 6,000).

Unresolved

kr10,017

Error with free spin feature at Lost Vegas slot on a $45 bet per spin, support unable to help?!

I was playing lost vegas on the 11th of october via my mobile at $45 per spin when i got the blackout feature which also awarded me the free spins. The game then started to load the spins and then a pop up box came came up 'a general error has occurred, please contact customer support' so i did. They emailed back to clear my history etc which i did and uninstalled the app hard reset my phone, everything but the game would not load the spins. I have emailed then a few times and get the same generic replies to clear my cache and check my phone is up to date and was even told to change my internet from wifi to mobile. I have done all of this and a week later tonight i am still waiting for my spins with no contact from the casino regarding this since i asked them on friday (4 days ago) for an update. This was the only game not working on my mobile and was still able to loadand play any others so it's not my internet or phone. Everytime i chat with someone they confirm i have open bets on the game but I can't play them. Please help get this sorted as i already have $90 sitting in the game prior to the free spins as part of the blackout feature

Unresolved

Withdrawal refused due to verification issues

I have been a VIP customer of River Belle for some time and I was spending anywhere from $100-$500+ per week at he casino. I used various methods of depositing, prepaid cards, ukash and direct debit (citadel). Never once had the casino contacted me to say there were any issues with my deposit options or deposit transactions. On this particular occasion I made my deposit via ukash. I believe it was $50 ukash. I was lucky enough to win $27000! I withdrew this amount. I attach copy withdrawal receipt (screenshot). I was contacted via the casino provided my id documents and copies of the bank cards I still had an a recent bill. My casino host said it was fine, the funds had been released and all was well. The following day the host called me and said that there were some disputed amounts and approximately $4500 would be held back by the casino for the said issue. I was unaware f these disputes however I said I was ok. The host assured me again te funds were on their way to me. I was under the impression that as I made the deposit via ukash i shouldn't have to provide any copies of bank cards. Again the next day the host called me and said there was further disputed amounts and the casino has decided to confiscate the funds and that was it, there's nothing I can do about it. I asked the host why this occurred and why the casino let me deposit money frequently and play when there were issues with my account, only when I withdrew money did these issues come to light. I was happy for the casino to take the further disputed funds from my winnings and pay me te balance. I have since been locked out of my account and the casino has refused further contact :( Please help me resolve this issue! I want to have my winnings and I want the casino to get the disputed amounts back (if that's the case). They let me deposit every day, not a problem at all, I received free credits and spins and was treated like a VIP!! Only when I wanted to withdraw my money did these issues come to light. The deposit I made these winnings on was done via UKASH!

Unresolved

$27,000

River Belle Online Casino - Missing games with a 60 x multiplier!

yesterday I was playing isis multiplayer, as normal, I had 60Xs to be used in the free spins when I hit zero balance so waited for free spins, an error box appeared saying an error had occurred I would be returned to the lobby, after returning to the lobby I was disconnected from the casino, NOT the internet, when I logged back in I got the box that informs u that u still have spins waiting to be play , that was normal as I had my 60x but when I logged into isis the multiplier was at 0, my 60 were gone, this is the 3rd time I've had multipliers vanish in the last 12 months, but as the first 2 times only involved small amounts, I contacted live support was told some rubbish about them looking into it and getting back to me, never happened, but I never chased it up as the amounts were small, this time it wasn't a small amount it was 60x that I had spent over $200 to build up, I called river belle was told they would look into it call me back, they never did, so I just called them again, spoke to a Michael, who wouldn't u know it couldn't find any record of my first call. then blame my internet for the problem, I explained I wasn't disconnected from the internet only the casino, but he still insisted it was my issue but couldn't explain why even if my internet dropped out, which it has done in the past, why my multipliers have gone or where they have gone to, but to add insult to injury he basically washers his hands of the problem and offers me 25 free spins on some other game, that's 25 free spins at 20 cents a spin that's $5 to make up for cheating me out of my 60x multiplier that I wasted over $200 to build up, I have played at river belle for over a year, spent over $26000.00 at their casino made 1 withdrawal for a 1000 bucks in all that time, i play because I like playing and multiplayer isis my fave game, if I win I play it all back, I don't mind losing, but I don't like being cheated, I don't like being dismissed because I complain about an issue the casino trys to blame me for, no matter what my internet does that shouldn't cause multipliers to vanish, I ask ask gamblers to find out where my 60 multipliers are and I strongly suggest river belle to improve their so called customers services or they will lose more players then just me

Unresolved

River Belle Online Casino did not close my account when I asked!

I put a request in to close my account with this casino last night as I am spending too much. I sent in an email request to close the account, I have done with many others and it was close straight away. Not one person had replied to my email and I have now ended up spending more than £500 today (when they should have had it closed!), I don't believe this is fair practice and want a refund! They have no problem sending me promotions everyday of the trying to get me to deposit and when I eventually do and then realise that I have spent enough and want to close it, they don't do as I ask! If I had an issue regarding depositing money they would be quick enough getting back!,, not good enough!

Unresolved

£500

River Belle Online Casino - Refuse to remove my bonus

Prior to depositing to this site I specifically requested I didn't want any bonuses. When I deposited £20 they added a bonus and said I couldn't do anything about it. I requested to withdraw funds and they won't let me. Please can you look into this as I want my money back.

Unresolved

Welcome bonus terms issue

Hi, just created an account to make sure people are aware of theT's and C's in signing up for new account with Riverbelle.

The situatiation is I deposited some money ($100) as a new user on Riverbelle and got the sign up bonus of $100 to match. I ended up getting my account up to $7000 (on a luck streak) I obviously had to playthrough 50x what the initial bonus was and that was great, I did that in a month (would be $5000 and kept calling Riverbelle Support to confirm this amount).

After I hit the playthrough amout I was able to withdrawal the money and I did, I went to withdraw the balance of my winnings and I end up getting a fraction of the original amount only to be told that as a new user my first withdraw can only be 6x what I put in- regardless of playthough. AND YOU FORFIETE THE REMAINDER. I withdrew $5K and ended up with a cheque fro $600.

The reality is I could have kept gambling whit the money in the account instead of withdrawing it for a year and could have won even more only to be told that I would never get to access those funds becsue my first deposit was $100.

These terms and conditions are cleary written, they just don't tell you that when you phone up.

I had good fun gambling but I don't gamble to win peanuts. I'll be stickign with real casinos from now on, can;'t trust a online casino anymore.

New users beware - call up to cancel sign up bonuses and any bonuses for that matter. The playthrough will be impossible to hit unless you win big like I did, and when you win 6x your initial deposit amount WITHDRAW IT. No point to conitune going.

Unresolved

Self excluded but wont refund deposit

I opened an account at River Belle Casino I've never had an account with them before so assumed I was fine to use it, an hour and a half later after I had made several deposits the account was closed half way though playing. They told me that I had self excluded from a sister casino so I would also need to be self excluded from this casino. I have never received an email or a list of sister sites I wouldn't be able to play at so I was unaware of this. I used all my correct information I didn't use a different name, address or ip address so the system should have picked it up straight away. I've opened accounts in the past with different casinos and I've been locked out before I can even deposit if the account has a self exclusion on it. I feel this should have happened when I opened account with River Belle but instead they let me make several deposits. Today I received a phone call that said the managers reply was I would not be receiving the deposits I made back as I played them. I don't think this is fair as the account was open for ages for me to deposit when I shouldn't have been able to in the first place. I don't understand why we cant come to a mutual agreement they casino doesn't lose any money by returning the deposits and nor do I. I wasn't trying to cheat the system or anything like that I was just unaware of the exclusion on a sister site. I know if I had made a profit on whilst I was playing that they would not pay out any of my winnings and they would only refund the deposits that I made, so why cant they do that as I've made a lost.

Unresolved

Fighting for Full Withdrawal

In Dec 2010 Riverbelle begged me to come back and would give me a $50 welcome back bonus plus 100% deposit bonus up to $100. I deposited $125 and while waiting for my bonuses I played and won well over $1000.00. I had to beg and plead for my bonuses and finally got them but was disgusted with length of time so tried to withdraw but had to "play thru" the bonuses. I finally got to where I could withdraw $725 but they only gave me $200 of it and "confiscated" the rest. After raising so much h---- they released $475 but are "stealing" $50 from me as out of the $725 I only got $675 from withdrawal #BRE2011011703030045. In reality I should have been able to withdraw much more than the $725 as I made all the profit before they finally gave credit on the bonuses!!

Resolved

$4,350