Hello Casino !! Banned account after win

[Skapape]

Im little confused and angry, i won 3500 euro and i then started verification of documentation, but then i got a mail about bonus abuse, tho they woud still pay ny 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. Is this something anyone have been through before? Still no mail about it

[cocopop3011]

Im little confused and angry, i won 3500 euro and i then started verification of documentation, but then i got a mail about bonus abuse, tho they woud still pay ny 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. Is this something anyone have been through before? Still no mail about it

 

What exactly was the bonus abuse? Did they give you more details? Also I'm not sure what you mean about manual payout? Do you mean they've agreed to pay but haven't?

 

Sorry your post is a little vague, could you try and give us some more details?

[Skapape]

Yes, they had to do manual pay out since i had been banned. This is what they wrote.

As per clause 13.3 of the general terms and conditions <SNIP? 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 - NOK 29,502.50.

3. You are banned from the Group.


Then after verification , i contacted support and they promised manual pay out. After Even more time i contacted again, and they sayd i woud get a mail from account team ASAP . Nothing yet

Edited April 8, 2017 by cocopop3011
External Link Removed: Please be Careful

[cocopop3011]

Yes, they had to do manual pay out since i had been banned. This is what they wrote.

 

As per clause 13.3 of the general terms and conditions

 

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 - NOK 29,502.50.

 

3. You are banned from the Group.

 

 

Then after verification , i contacted support and they promised manual pay out. After Even more time i contacted again, and they sayd i woud get a mail from account team ASAP . Nothing yet

 

I've removed your external link, please be careful when your copying and pasting from an email.

 

For readers this is clause 13.3

 

 

Maybe you had two accounts?

 

Anyway, do they not have live chat? I guess if you're not getting anywhere and the casino have emailed you to say they will be the winnings they mentioned you can try to open a complaint. You'll need to add the info you gave me in it, then it's up to our complaints team to see if it will be accepted. 

[LeoDubbed]

Hello Casino to me is a very friendly and great casino. I have good experience with them. Never had any problems with my account, payments or withdrawals.

Compared with it's sisters casinos, Hello Casino is quite fast when it comes to paying their customers. If they were right about your account and will pay your winnings, you could consider yourself lucky because most casinos would confiscate all your winnings and some of them even confiscate your deposit(s). I wish you the best of luck of getting your money and I hope this was just a misunderstanding.

[cocopop3011]

Hello Casino to me is a very friendly and great casino. I have good experience with them. Never had any problems with my account, payments or withdrawals.

Compared with it's sisters casinos, Hello Casino is quite fast when it comes to paying their customers. If they were right about your account and will pay your winnings, you could consider yourself lucky because most casinos would confiscate all your winnings and some of them even confiscate your deposit(s). I wish you the best of luck of getting your money and I hope this was just a misunderstanding.

 

When UK players were accepted I too had a smooth withdrawal there. I'm still a little confused with the original posters problem if I'm honest, however I'm purely going on what was said the email. But yep I agree in wishing the player luck to get his money

[ValDes]

Im little confused and angry, i won 3500 euro and i then started verification of documentation, but then i got a mail about bonus abuse, tho they woud still pay ny 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. Is this something anyone have been through before? Still no mail about it

 

 

Yes, they had to do manual pay out since i had been banned. This is what they wrote.

 

As per clause 13.3 of the general terms and conditions

 

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 - NOK 29,502.50.

 

3. You are banned from the Group.

 

 

Then after verification , i contacted support and they promised manual pay out. After Even more time i contacted again, and they sayd i woud get a mail from account team ASAP . Nothing yet

 

Hello there and welcome to AskGamblers. 

 

Your complaints has just been reviewed and processed. You can find it here:

 

https://www.askgamblers.com/casino-complaints/banned-account-and-delayed-payment

 

Please make sure to follow carefully all AGCCS Terms and Guidelines. 

[Jacob86]

This is not good by HelloCasino. In general those terms that they can ban you for anything you can do in a casino is very weird. 

[cocopop3011]

This is not good by HelloCasino. In general those terms that they can ban you for anything you can do in a casino is very weird. 

 

Well, not really just for anything, the OP could have had a multiple account? We don't really know the exact clause the account was terminated for. I do believe they could have been more precise though,

[ValDes]

Hi @skapeape, 

 

I can see the casino management confirmed your payment is on its way now. Please, make sure to update your complaint accordingly and confirm as soon as you got your withdrawal. 

[cocopop3011]

Hi @skapeape, 

 

I can see the casino management confirmed your payment is on its way now. Please, make sure to update your complaint accordingly and confirm as soon as you got your withdrawal. 

 

Excellent news, thanks for letting us know Val.

[12playcasino]

Sorry to hear about your trouble. But also happy for your process is on way hope it will resolve your live casino bonus soon. Can you suggest which online casino offers 100% welcome bonus?

[ValDes]

Sorry to hear about your trouble. But also happy for your process is on way hope it will resolve your live casino bonus soon. Can you suggest which online casino offers 100% welcome bonus?

 

You could easily find this piece of information by simply browsing our Bonus Section and using the relevant Filters on the right side of the page. 

 

By the way, there are far more appropriate topics at the forum where you could ask similar questions. Please, make sure to take this into account on your future posting here. Thanks.