Beschwerde #5
7 Sultans Spielothek
7 Sultans Casino - Won £3,913 and my account was immediately closed
vor 11 Jahren
I deposited £500 for their welcome bonus, then received it automatically. My balance at this point was £1000 (500 deposit, 500 bonus) I looked around for a slot that I would like to play, and found one eventually in Gold Factory. I started playing with £20 spins, and ended up hitting a bonus round where I won a substantial sum. I don’t know the exact amount but the non-decimal value was £3913 (plus some value in pence).
I then went to look around for other slots to play and decided upon Reel Thunder, which I played at £18 a spin for around 250 spins. I noticed as I was playing that whenever I would win a large amount on a spin (roughly £200 or more), my balance would drop immediately afterwards, as if my winnings were being erased somehow. This happened twice before I went to livechat.
On livechat a representative named Iris informed me that my account had been closed. It was a decision made by the security team, and there was no further explanation that Iris could provide.
I asked to be contacted by the security team, and i was eventually provided with an email address to contact. I received a response which accused me of breaking terms and conditions of the bonus & casino -- this was completely and utterly untrue. Every single term that they presented was not invalidated in any shape or form. Having checked through tens of times, i cannot even begin to see how I have breached any terms; I honestly have not at all.
In particular, the casino cited an ambiguous term of "irregular" play, which I can only assume is implying that spinning a win on a slot machine was not normal. Does this mean that losing on a slot machine is also "irregular"? Furthermore, the terms which elaborate on how the bonus can be played clearly indicate what play is not allowed, what the maximum bet sizes are, and so on. I'm very clear on what the terms are, and using this against me is nothing more than a weak excuse for not wanting to pay out winners.
No answers were offered to my responses to these accusations, and i have been told that the account will remain locked as per the casino's decision. I have also been informed in the most recent email that I may send through documents to have my account verified, but it "may not impact the status of the account".
I do not understand what I could possibly achieve by sending documents through to the casino, for them to decide "no, sorry, but its going to remain locked and you're not getting your winnings". On a positive note, by changing the subject it does show that the casino is considering their actions.
I am quite honestly stressed out by this, and I find it disgraceful that this is even allowed to happen on a licensed Casino. Complete foul play. I am intrigued as to what feasible justification they could ever come out with publicly without lying profusely. Thankfully I have logged every single conversation I have had with the casino staff and can bring this to light.
I can provide a document of all transcripts, both on livechat and on email if necessary.
I then went to look around for other slots to play and decided upon Reel Thunder, which I played at £18 a spin for around 250 spins. I noticed as I was playing that whenever I would win a large amount on a spin (roughly £200 or more), my balance would drop immediately afterwards, as if my winnings were being erased somehow. This happened twice before I went to livechat.
On livechat a representative named Iris informed me that my account had been closed. It was a decision made by the security team, and there was no further explanation that Iris could provide.
I asked to be contacted by the security team, and i was eventually provided with an email address to contact. I received a response which accused me of breaking terms and conditions of the bonus & casino -- this was completely and utterly untrue. Every single term that they presented was not invalidated in any shape or form. Having checked through tens of times, i cannot even begin to see how I have breached any terms; I honestly have not at all.
In particular, the casino cited an ambiguous term of "irregular" play, which I can only assume is implying that spinning a win on a slot machine was not normal. Does this mean that losing on a slot machine is also "irregular"? Furthermore, the terms which elaborate on how the bonus can be played clearly indicate what play is not allowed, what the maximum bet sizes are, and so on. I'm very clear on what the terms are, and using this against me is nothing more than a weak excuse for not wanting to pay out winners.
No answers were offered to my responses to these accusations, and i have been told that the account will remain locked as per the casino's decision. I have also been informed in the most recent email that I may send through documents to have my account verified, but it "may not impact the status of the account".
I do not understand what I could possibly achieve by sending documents through to the casino, for them to decide "no, sorry, but its going to remain locked and you're not getting your winnings". On a positive note, by changing the subject it does show that the casino is considering their actions.
I am quite honestly stressed out by this, and I find it disgraceful that this is even allowed to happen on a licensed Casino. Complete foul play. I am intrigued as to what feasible justification they could ever come out with publicly without lying profusely. Thankfully I have logged every single conversation I have had with the casino staff and can bring this to light.
I can provide a document of all transcripts, both on livechat and on email if necessary.
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