Harry Casino

Hello Guy,

I hope that you might help me with my account at Harrycasino, this is the story.

I played regulary at Harrycasino and my account was already verified before and because i was such a good loosing customer they decided to give me a huge VIP-bonus 350£ stragiht to my account.

I played alot and finally cashed out 7200£, but instead of sending me my winnings they closed my account and keeped the money.

I contacted their support, asking for clarification but the only answer i recived was that they are investigating my account for a "standard security measure" and they will contact me shortly.

Around two weeks later i have still not recived any kind of response beside " we are still investigating"

From my point of view it looks like they are not taking me seriously and are trying to fizzle the whole situation out and keeping my 7200£.

Hi,

I have been playing at harry casino for a little over a month, on the 5/11/13 i was playing on various slot machines @ a bet of 50GBP per spin when i won 13500 pounds,

I proceeded to make a withdrawal of 3500 to my neteller account, The casino asked that i send my documents to them which i did straight away.

My docs were approved and then all my deposits were returned (300) and winnings confiscated. The reasoning they gave me is:;

“Your original Neteller deposits have been refunded to your account today. Your winnings had been confiscated as you had not abided by our 25% bonus rule:

"•You are not permitted to place bets of 25% or more of your total balance via a single game round, when completing wagering towards a bonus. Players deemed to be adopting such a strategy could potentially be excluded from receiving bonuses in the future. If bonus balance is £20 or less, the max bet is £5.
•Bonuses are to be enjoyed as an extension of a guest's playing experience, and should be enjoyed as such. HarryCasino reserves the right to review any guest account after two months of play to ensure game play is within these generally accepted guidelines. Those found to be abusing bonuses will be welcome to continue playing, but will not be eligible for further bonuses. "

You can see that it clearly states the punishment for this offence is to be excluded from future bonuses, there is no mention of forfeiture of winnings there at all.

My account was then locked and i had a livechat conversation where again i was told i had breached the 25% rule to which i explained that it does not mention anywhere that this will result confiscation of winnings but it was forwarded of to the relevant department.

I then received another email saying

“We have decided to close your account permanently, because you have violated our terms and conditions regarding bonuses:

2.6. Bonuses/Freespins at HarryCasino can only be received ONCE per person/account, family, household, address, e-mail address, credit card number, IP addresses and environments where computers are shared (university, fraternity, school, public library, workplace, etc.). HarryCasino reserves the right to close your account and confiscate any existing funds if evidence of abuse/fraud is found. “

So once i challenged the initial reason for confiscation of my winnings they came back with a different response altogether clause 2,6 above

so i would appreciate your help on this if you could mediate as now they are not budging on their stance.

I have the livechat transcript and all the emails between myself and casino if you need to see them too?

Thanks

James

you fail to mention that there is no point in playing this site unless you have a passport or a driving licence.They do not tell you that when taking your money but the minute you try to withdraw you have to send them one of the above or you have no chance of receiving your winnings.The staff are rude,arrogant,unhelpful and basically live help didn't know what i.d is acceptable and said a birth certificate is not official i.d.I asked if i could get a person whom has known me for at least 2yrs and is reliable ie,solicitor,postmaster,doctor etc to sign a letter with photo confirming i am who i am (DVLA find this acceptable when applying for licence) but was told no good only the above will do.That is after i had sent utility bill,screenshot of my VERIFIED neteller account,bank card,mastercard and spoke on the phone to customer service to,in there words "verify my account"(they blocked my account as they had phoned me twice and i wasn't in).One in my opinion to avoid and they brag about the British theme???i couldn't understand the person who phoned me.