Fortune UK (Sunny Group) takes my 6000 GBP

[camilasantana]

On 6th of July I played a 100% bonus at casino fortune UK. I played exclusively Blackjack, which was allowed, following the terms they send me in the email offer and the bonus confirmation mail.
I wagered more than the required turnover and cashed out more than 6.000 GBP. Few days later I received an email stating that all my winnings are void because I was only allowed to play on slots. When I sent their own email invitation back to them, they replied that this was an error and that another email was sent stating that it was an error.
I have never received an email stating that it was an error and even in the bonus confirmation mail it was clearly written that I am allowed to play Blackjack with this bonus.
I tried to convince them but after 3 emails they stopped replying, so I think I have just been ripped off big time.
It is not the first time that I have played in this casino / group and as far as I remember I have never made a cashout before.
I have contacted playtech about this matter but I did not get any response from them yet. Not even an email that confirms that I made a complaint. (Don't know if this is normal)


For better understanding, I past some of mine and their emails. If somebody has made similar experiences I woul be happy to hear how this ended. Also if someone received the same email offer form this group on 5th of July I would like to know if they really have sent another email, stating that the first one was sent in error.

Email offer on 5th July: War of the Casinos:

Cast you entry vote by making your deposit now and you will be rewarded with a 100% Match. Max bonus payable is $500.
Once you claim this offer before the expired date; the war will continue with another repeat with the same Percentage.
With this deposit offer you will need to wager both your purchase and credits received a total of 30xs before any withdrawals can be made.
All games with the exception of Roulette, Baccarat, Sic Bo and Craps can be played with this incentive. Any winnings retrieved from these restricted games will be voided and initial deposit placed back in your account for continued play.

Bonus confirmation email on 6th of July:

Hello Camila
Thanks for emailing.
This email is just to confirm, your account has been credited.
Remember you are required to wager bonus plus deposit 30 times. All games with the exception of Roulette, Baccarat, Sic Bo and Craps can be played with this incentive. Any winnings retrieved from these restricted games will be voided and initial deposit placed back in your account for continued play.
Have fun playing.
Regards
Shelley Ann


Cancelation of my winnings on 11th of July:

Hello Camila,
Our Audit Department reviewed your account and saw on the 06h July, 2006 you made Deposit of $500.00 and received a Deposit Bonus $500.00.
Camila please note for claiming any bonus you are only allowed to play slots. Any winnings from other games using bonuses or Deposits made to get bonuses will be voided.
You can cash in after wagering 30X the total amount deposited plus bonus or your balance reaches zero.
Failure to comply will void any and all winnings, as well as promotional bonus credits.
Since you did not comply with the bonus policy your total winnings of £6,298.00 from the Deposit and Deposit Bonus was voided.
Camila please note your initial Deposit of $500.00 remain in your account for you to play.

Explanation, 13th of July:

Camila allow me to explain. When this offer was sent to you on the 5th July2006 another mailer right afterwards was also distributed notifying all our customers who received the first offer to ignore for the terms and conditions were incorrectly stated. The second mailer highlighted that once you were willing to accept the deposit offer the correct terms and conditions were “Slots Only”. Hence the reason your cashins were not allowed.

My reply:

Hi and thanks for your answer. But I have to tell you that what you state simply is not true. I did never receive such an email and even when the bonus was credited to my account I received the following...

My email on 14th:

Hi
any news? You did not reply to my last email.

Reply from the casino on 14th:

Hello Camila
No news at this time; however I should have feedback for you before the day is out.
You will be hearing from me with a confirmation.
Regards
Candy

After a few unanswered emails I got this reply on 23rd:
We do apologize for the delay in response.
Camila, your cashins has been voided because it was wagered on Blackjack. Please note, all bonuses are for Slots only. However, your account has been refunded with your deposit.We do apologize for the delay in response.

This was the last email I received (except new promotional offers of course) from the casino.

[cipher]

This is not good news as I'm aware of yet another large payment that is legitimately owed and is being slow walked through the Sunny Group that is working it's way through the system. I think your best plan of attack would be to fill out a PAB and have the Casinomeister see what he can do.

Have a good one.

[Casinomeister]

Originally Posted by cipher

This is not good news as I'm aware of yet another large payment that is legitimately owed and is being slow walked through the Sunny Group that is working it's way through the system. I think your best plan of attack would be to fill out a PAB and have the Casinomeister see what he can do.

Have a good one.

If you're going to PAB - do it quick because I'm headed for the mountains for summer break in a couple of days. I'm shutting the PAB section down this evening.

I'll be gone for a week.

[Casinomeister]

In the meantime, I've emailed the URL of this thread to Playtech so at least they already have a heads up on this.

[rreevy]

This doesn't look good. I don't see how the casino can rely on a statement that players were notified in a follow-up e-mail of the incorrect terms.

If I understand this right, this e-mail stating that the original terms were incorrect is supposed to have been sent just after the original invitation. If so, why on Earth were the original terms allowing blackjack repeated in the e-mail confirming the bonus had been credited??? If I'm wrong, and this phantom e-mail only went out after the e-mail confirming the bonus, then that's too late. The bonus had been given under the original terms, and it's unlikely that a player would check their e-mail again between receiving the confirmation and starting to wager.

Either way, this is a serious mistake and I can't see any reason to justify voiding this player's cash-in. Screwing up something like this is unacceptable - for every player who comes here, how many are there that don't know about sites like this, and simply never see their money?

[nafanny29]

More shady online BS. If that 2nd email was sent then im the Queen of Sheba.

[Trezz]

Originally Posted by nafanny29

More shady online BS. If that 2nd email was sent then im the Queen of Sheba.

Originally Posted by rreevy

If I understand this right, this e-mail stating that the original terms were incorrect is supposed to have been sent just after the original invitation. If so, why on Earth were the original terms allowing blackjack repeated in the e-mail confirming the bonus had been credited??? If I'm wrong, and this phantom e-mail only went out after the e-mail confirming the bonus, then that's too late. The bonus had been given under the original terms

[Linus]

Sorry, Camilla.

It's amazing so many casinos believe they can screw people over like this, without any repercussions... but I guess they do get away with it, don't they?

You're much more composed than I'd be.

[chuchu59]

This is totally absurd. So the next time you win on slots they will probably say that the offer was for BJ only and they sent you a revised e-mail almost immediately. Actually, whether they did send you the second e-mail is irrelevant because you may not have read it for some reason. As long as their confirmation e-mail to your deposit states that BJ is not disallowed, they should honour that instead of pulling off this disgraceful stunt.

For the Sunny Group, it may still be summer now but dont think you are allowed to do whatever you like. Shame on you.

[rreevy]

Originally Posted by chuchu59
Actually, whether they did send you the second e-mail is irrelevant because you may not have read it for some reason. As long as their confirmation e-mail to your deposit states that BJ is not disallowed, they should honour that instead of pulling off this disgraceful stunt.

My thoughts exactly.