Beschwerde #34
WestCasino
Unjustified Confiscation of Funds
vor 6 Jahren
Hello,
I recently signed up to West Casino and deposited for the welcome bonus, The welcome offer was a 100% to £100 deposit match on my funds . I wagered all my funds in accordance with the terms and conditions displayed on their site, I finish the wagering with £6553.50 and was ecstatic. I then tried to withdraw my funds from their site, I was told to contact their customer services which I did. The customer service representative congratulated me on my winnings and informed me I just had to send in a few documents to comply with their verification procedures.
I sent in the documents requested which where approved by the casino, I proceed to withdraw from their site.
A few days later I got a heartbreaking email saying they where confiscating my winnings and returning my deposit. The email reads:-
Hello Faye,
We hope this email finds you well.
Please be informed that the winnings (the total amount from your withdrawal request) were confiscated, according to our Terms & Conditions :
GENERAL TERMS AND CONDITIONS FOR PLAYING WITH BONUSES
1. Each promotional bonus is limited to one per user, IP address, computer device, family, residential address, telephone number, credit or debit card and/or e-payment account, e-mail address, and environments where computers are shared (university, school, public library, workplace, etc.), unless otherwise stated in the Promotions' Terms.
3. West Casino reserves the right to confiscate any bonuses or winnings received in a fraudulent manner or generated from games which are restricted from being played with active bonus. West Casino rules forbid abusing bonus offers. If such abuse is discovered, the Casino has a right to confiscate the winnings and deny the player any bonus access.
Your deposit amount of 100.00 GBP has been left in your balance, and you can request a withdraw.
Kindly note that our decision is final regarding this matter.
Best Regards,
As I was very upset about this I emailed the casino back to ask for more details on the subject as I didn't feel I broke any of the terms they were accusing me of breaking.
Hi,
I am very upset by this. Please provide some evidence for this, as you are completely making it up. I only have one account.
Please advise me on your complaints procedure.
Regards
Faye
I then got an very abrupt email back answering none of my questions I had raised with the casino.
Hello Faye,
Please be informed that the decision regarding your case is a final one.
Kindly direct further complaints to complaints@everymatrix.com and they will provide you more details regarding this matter.
Let us know in case you have any further inquiries.
Best Regards,
I proceeded to email the complaints department asking for more details on why they were confiscating my winnings.
Hello,
Please could you provide me with the details regarding this matter.
Faye
The email I got in return to this shocked me deeply as they were no truth in the reason for confiscating my winnings, They simply made it up so they didn't have to process my withdrawal.
Hi Faye,
Thank you for contacting the EveryMatrix Complaints department.
We have analysed your case and reached the conclusion that the bonus confiscation is correct as per the following T&C article:
1. Each promotional bonus is limited to one per user, IP address, computer device, family, residential address, telephone number, credit or debit card and/or e-payment account, e-mail address, and environments where computers are shared (university, school, public library, workplace, etc.), unless otherwise stated in the Promotions' Terms.
We have detected in our system that multiple accounts using the IP 5.10.108.3 have received the first deposit bonus. Your account was among them and, as a result, the winnings were confiscated.
Kindly visit Terms and Conditions for more information regarding bonus restrictions.
Yours Sincerely,
EveryMatrix Complaints Team
The IP they were claiming I used was not even registered to the broadband provider I use (BT) but to a hosting company based in London (http://www.softlayer.com/).
As what they were saying was all false accusations I emailed them back again:-
Hello,
In reply to your email dated 21/01/2019 13.49.
The IP you are claiming I accessed and signed up to your site with is from an ISP I do not use or have ever heard of before.
The ISP I use is BT which is what I accessed your site with when I signed up. I even have a record of the IP I used when I signed up to your site.
I feel you are just trying to confiscate my funds by claiming I signed up with a different IP than I actually did.
I would like this escalating onto your senior management for their input on the situation, failing this I will be opening up a case with your ADR as I feel this is a gross misuse of your terms and conditions at your casino.
Regards Faye
I notice from other complaints on here this is not the first time this has happened, I am shocked they can just claim someone at any point in time has logged in with the same IP would result in confiscating funds, as there are only so many IPs registered to ISP in any given country.
But to then fabricate a story to confiscate funds is bordering on criminal.
I have also read that Every Matrix is losing its UK Gambling licence so one would presume these practises are a common theme upon the Every Matrix group.
I would be grateful for my funds re instated to be made available for immediate withdrawal
Kind Regards Faye
I recently signed up to West Casino and deposited for the welcome bonus, The welcome offer was a 100% to £100 deposit match on my funds . I wagered all my funds in accordance with the terms and conditions displayed on their site, I finish the wagering with £6553.50 and was ecstatic. I then tried to withdraw my funds from their site, I was told to contact their customer services which I did. The customer service representative congratulated me on my winnings and informed me I just had to send in a few documents to comply with their verification procedures.
I sent in the documents requested which where approved by the casino, I proceed to withdraw from their site.
A few days later I got a heartbreaking email saying they where confiscating my winnings and returning my deposit. The email reads:-
Hello Faye,
We hope this email finds you well.
Please be informed that the winnings (the total amount from your withdrawal request) were confiscated, according to our Terms & Conditions :
GENERAL TERMS AND CONDITIONS FOR PLAYING WITH BONUSES
1. Each promotional bonus is limited to one per user, IP address, computer device, family, residential address, telephone number, credit or debit card and/or e-payment account, e-mail address, and environments where computers are shared (university, school, public library, workplace, etc.), unless otherwise stated in the Promotions' Terms.
3. West Casino reserves the right to confiscate any bonuses or winnings received in a fraudulent manner or generated from games which are restricted from being played with active bonus. West Casino rules forbid abusing bonus offers. If such abuse is discovered, the Casino has a right to confiscate the winnings and deny the player any bonus access.
Your deposit amount of 100.00 GBP has been left in your balance, and you can request a withdraw.
Kindly note that our decision is final regarding this matter.
Best Regards,
As I was very upset about this I emailed the casino back to ask for more details on the subject as I didn't feel I broke any of the terms they were accusing me of breaking.
Hi,
I am very upset by this. Please provide some evidence for this, as you are completely making it up. I only have one account.
Please advise me on your complaints procedure.
Regards
Faye
I then got an very abrupt email back answering none of my questions I had raised with the casino.
Hello Faye,
Please be informed that the decision regarding your case is a final one.
Kindly direct further complaints to complaints@everymatrix.com and they will provide you more details regarding this matter.
Let us know in case you have any further inquiries.
Best Regards,
I proceeded to email the complaints department asking for more details on why they were confiscating my winnings.
Hello,
Please could you provide me with the details regarding this matter.
Faye
The email I got in return to this shocked me deeply as they were no truth in the reason for confiscating my winnings, They simply made it up so they didn't have to process my withdrawal.
Hi Faye,
Thank you for contacting the EveryMatrix Complaints department.
We have analysed your case and reached the conclusion that the bonus confiscation is correct as per the following T&C article:
1. Each promotional bonus is limited to one per user, IP address, computer device, family, residential address, telephone number, credit or debit card and/or e-payment account, e-mail address, and environments where computers are shared (university, school, public library, workplace, etc.), unless otherwise stated in the Promotions' Terms.
We have detected in our system that multiple accounts using the IP 5.10.108.3 have received the first deposit bonus. Your account was among them and, as a result, the winnings were confiscated.
Kindly visit Terms and Conditions for more information regarding bonus restrictions.
Yours Sincerely,
EveryMatrix Complaints Team
The IP they were claiming I used was not even registered to the broadband provider I use (BT) but to a hosting company based in London (http://www.softlayer.com/).
As what they were saying was all false accusations I emailed them back again:-
Hello,
In reply to your email dated 21/01/2019 13.49.
The IP you are claiming I accessed and signed up to your site with is from an ISP I do not use or have ever heard of before.
The ISP I use is BT which is what I accessed your site with when I signed up. I even have a record of the IP I used when I signed up to your site.
I feel you are just trying to confiscate my funds by claiming I signed up with a different IP than I actually did.
I would like this escalating onto your senior management for their input on the situation, failing this I will be opening up a case with your ADR as I feel this is a gross misuse of your terms and conditions at your casino.
Regards Faye
I notice from other complaints on here this is not the first time this has happened, I am shocked they can just claim someone at any point in time has logged in with the same IP would result in confiscating funds, as there are only so many IPs registered to ISP in any given country.
But to then fabricate a story to confiscate funds is bordering on criminal.
I have also read that Every Matrix is losing its UK Gambling licence so one would presume these practises are a common theme upon the Every Matrix group.
I would be grateful for my funds re instated to be made available for immediate withdrawal
Kind Regards Faye
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