Hi all,
Need some advice on the following scenario which I've experienced. I know SE threads and issues are common and covered in other threads, however there's some slight complications with this one and could do with some advice whether there's a case against the casino, in summary:
- Signed up to Casino, was careful to check the UKGC licence to see if had previously signed up to any of their brands/sites, hadn't signed up to any.
- Account was opened, all personal details correct.
- Made several deposits over the next 2-3 hours. No bonuses taken.
- Win and decide to cash out.
- Account becomes blocked (seconds after a big hit), cannot withdraw. Call made to CS who state that security had locked the account but couldn't see why. Advised to wait for an email from them.
- Email arrives, they pull up a term and condition stating "you have not excluded yourself from betting or gambling and have neither we nor any other online gaming operator has excluded you from betting or gambling".
- I email back the casino asking for proof of SE and where, to which they reply with a casino brand which was (but no longer) trading, which used to come under their licence.
So clearly the issue is the T&C which implies a "cover all" ban on SEing at any casino (otherwise they'll take your winnings and close your account) and also the fact they're pulling old data from a casino which has now closed down.
Winnings confiscated were 3k. The CS were not willing to engage with conversation from me about the issue, so dispute has been submitted to IBAS.
Any thoughts?
Need some advice on the following scenario which I've experienced. I know SE threads and issues are common and covered in other threads, however there's some slight complications with this one and could do with some advice whether there's a case against the casino, in summary:
- Signed up to Casino, was careful to check the UKGC licence to see if had previously signed up to any of their brands/sites, hadn't signed up to any.
- Account was opened, all personal details correct.
- Made several deposits over the next 2-3 hours. No bonuses taken.
- Win and decide to cash out.
- Account becomes blocked (seconds after a big hit), cannot withdraw. Call made to CS who state that security had locked the account but couldn't see why. Advised to wait for an email from them.
- Email arrives, they pull up a term and condition stating "you have not excluded yourself from betting or gambling and have neither we nor any other online gaming operator has excluded you from betting or gambling".
- I email back the casino asking for proof of SE and where, to which they reply with a casino brand which was (but no longer) trading, which used to come under their licence.
So clearly the issue is the T&C which implies a "cover all" ban on SEing at any casino (otherwise they'll take your winnings and close your account) and also the fact they're pulling old data from a casino which has now closed down.
Winnings confiscated were 3k. The CS were not willing to engage with conversation from me about the issue, so dispute has been submitted to IBAS.
Any thoughts?