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Hello! Casino - Winnings confiscated unfairly

LÖST
Klagomålsinformation
Omtvistat casino Hello! Casino
Orsak Överträdelse av bonusvillkor
Summa kr 5000
Luckyd95 Sverige
Publicerat den 29 oktober 2018

I will try to describe my issue and confirm the problem as clear as possible while going through my own troubleshooting steps taken to try and resolve this.

I Made a deposit on Hello Casino last week with a normal welcome bonus of 100% and deposited 1000 NOK. I was granted the bonus and was well known with the bonus T&C as they are a part of the same group of other casinos i play at. What baffles my mind is the clause i have allegedly broken. They claim i have at a point during my welcome bonus bet over 50kr bet on a spin which is over the Max bet of 50kr. What should stand out here is i never have ever in my life Made a single bet of over 30kr a spin in my whole life, i am a small low stakes gambler.
I got lucky and ran my initial deposit of 1000kr upto 20000kr and managed to complete the wager. Mainly playing normal games like book of dead of either 20/30kr spins.

Once the wager was completed i went ahead and bought a bonus as this was prohibited beacuse the system stopped me from buying while on a bonus. I ended up playing down to 10000NOK on real money balance on several games and had no bonus balance.
I Made a withdrawal and got requested for documents.

Documents was sent in and approved two days later.
The day after i was approved i got the email from Hello casino stating my wins have been confisicated and my original deposit have been returned to my gaming account.

I sadly don’t have any access to my account right now to show my betting history to backup my part that i have never bet over 50kr on a spin, due to self-excluding myself for 5 days so i would not mess with my withdrawal. I have been in contact with Hello casino on livechat and Mail with no help to get and automated responses.

This is my first time ever being in a situation like this because i always hold up my end of the bargain when it comes to T&C in a casino. I feel shocked and sad at the same time, because I have seen several times people make this mistake and the casino without it being on purpose and the casino have in goodwill returned the winnings as a good gesture.
Hopefully since this is my first time we can come to a resolve in this case with Hello casino and both parts can be happy.

Thanks in advance to both Hello Casino and AskGamblers for any help.

Publicerat den 30 oktober 2018

Hi Luckyd95,

We have emailed you privately. Please respond to the email.

Thanks,

The Hello Casino Team

Luckyd95 Sverige
Publicerat den 30 oktober 2018

Hello,

I confirm to receiving a email from Hello Casino. They have offered me 5000 NOK in goodwill as a good gesture.
Once I have had this amount added to my account and had a successful withdrawal with money received to my bank account I will go ahead and make a second post to confirm a successful resolve of this complaint.

To be noted : Hello casino have been very kind and understanding through this whole case. Thanks also to AskGamblers for the help received. I appreciate it.

Luckyd95 Sverige
Publicerat den 30 oktober 2018

Update:

Cashout has been requested.
Will update once more when the money hits the bank without any problems.
Wil update One last time when money is received and have this case resolved.

So far nothing but good to say about this casino and AskGamblers.

Publicerat den 2 november 2018

Hello Luckyd95,

Could you please confirm that the cash out request is processed?

The money has been sent to your bank account and should be in your account within 1 - 5 business days depending on your bank.

Thank you in advance.

The Hello Casino Team

AskGamblers
Publicerat den 3 november 2018

Dear @Luckyd95,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Luckyd95 Sverige
Publicerat den 3 november 2018

Hi Hello Casino and AskGamblers,

I have already confirmed a cashout request have been requested, however no money have been received in my bank account yet.
I will respond once more when the money arrive and then you can mark it resolved. Until then it stands.

Luckyd95 Sverige
Publicerat den 5 november 2018

Small update :

Cashout was sent 31th oct. It is now 5th of november and still waiting for the money.
Nothing Hello Casino can do at this point so we will just have to wait, and see in maybe 5 days for what might have gone wrong.

Luckyd95 Sverige
Publicerat den 6 november 2018

Last update:

Cashout has been received and funds arrived.
This case can now be marked as resolved.

AskGamblers
Publicerat den 6 november 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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