Breakaway Casino stealing my winnings

[Reynier]

I don't know if I should post this here or in the non-bonus issues but I guess this forum is most appropriate seeing the way Breakaway looks at the case.

Last week I came on a promotional page of Breakaway casino trough an Google search. I had a coupon which would give me a 500% bonus on top of my 200 deposit. The max cashout would be 400 and you had to wager 60.000 before you could make any cashout.. I played there casino and ended up cashing out 400 dollars.

The next day I received an email from Breakaway casino that I used a coupon that wasn't valid unless you subscribed trough a special affiliate site. I don't know how that could be because the coupon was accepted in the casino, so was my deposit and I followed all their rules and cashed out according to the T&C. How should I have known that the coupon wasn't valid..?!?

But well, oke, my 200 deposit was returned into my account and my winnings were deleted. Exactly as the email told me, "You're deposit will be returned to your account"... When I logged in a few days later indeed my 200 deposit had been returned into my account. I felt like gambling and took my 200 to the BJ table and ended up cashing out 1.000 dollars.

I was suprised to find again the same email as before that my winnings were denied because I used an invalid promotion.. WTF?? What promotion, there was no promotion anymore, I was just gambling my own money since the rest was allready deleted from my account..

I contacted live chat at first but they weren't very helpfull. Then last night I made a call and was put trough to a supervisor called Jamy. He told me that the casino has every right to delete my winnings "just because they can when the security department decides to".. He told me also that I was using an invalid promotion which I obviously didn't..

I asked Jamy how it is possible to delete peoples winnings when they gamble with there money.. He told me my case was totally different but I don't see why...

Here are 2 screenshots from my account history showing everything that happened.. I can post the emails I received as well when somebody wants me to..

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[Mousey]

I suppose you've already contacted the rep here?
https://www.casinomeister.com/forums/members/

If the scenario is as you say, I see no reason for your withdrawal to be disallowed. **heavy sigh** However, I will say that the sci-fi group tends to be quite rigid in these situations, so I'm not very optimistic about a change in attitude.

You are probably labeled a bonus abuser, even though they negated the bonus and winnings with that bonus. Do not play with what's left, if they don't relent, cash out and uninstall the casino and its sister.

Let us know how it goes.

 

[lojo]

That sucks, Reynier.

On https://www.casinomeister.com/casino-software/rtg/ they're listed as 'proceed with care' which means they have a rep here who may be able to help you with your problems
https://www.casinomeister.com/forums/members/
He's been on in the last two weeks.

Good luck.

 

[tim5ny]

If you're going to use RTG software, then you may want to consider INETBET. You wont have these problems.
And when you see an RTG giving an insane bonus like 500%, then it's a good indication that they have no intentions of paying winners.

 

[gaydave]

By them not paying Reynier I see that they are totally crooks!

This is what these criminals did to me:

Back when the left the US market I had a balance of $400. I asked for a cashout and they said that they couldnt give me money via Neteller and that they couldnt send U.S. residents checks, so there was no way to get my money out. In the meantime, I couldn't even log into my account any longer.
At this time they SUPPOSEDLY (I dont have it in my deleted box and I never get rid of any email!!) Emailed me asking for docs and fax back form so they could pay me. This already doesnt make any sense since they said they couldnt pay me!!!!! So why would they ask for docs then and why would it even matter???.
A few months later I found out that they COULD give me my money back via Eco Card! I was happy and contacted them to tell them this. They said to send in the faxback form and I did so.... then I got my $100 deposit back with no explanation. I contacted the rep here, I emailed back and forth and got no satisfactory response except that they try to say that the Americans had a "grace Period" to get thier funds out! BUT THEY COULDNT PROCESS THEM TO US! So I thought I would PaB here and that would take care of it.
BUT NOOOOO. Some how I guess it is O.K. for them to keep my money? How does WHEN I ask for it matter? Its my stinking money! They have no right to implement a time limit for me to withdraw! Its MINE not thiers. Here is the worthless reply I got from my PaB which did nothing other than to embolden them to steal other player's money obviously. They need to be rogued or something:

(Notice it doesnt seem to matter to whomever that I couldnt have cashed out anyways and that when I COULD cashout and sent my forms that somehow mattered?)

I thought I had forwarded this to you in July. Sorry about that:

After making some deep research, I found out exactly what happened here:

1) February 2007: US players were banned. Your account was obviously locked then.
2) 3/2/2007 security form requested 1st time so you could withdrawal your balance. No response from you.
3) 3/13/2007 security form requested 2nd time so you could withdrawal your balance. No response from you.
4) 3/22/2007 Balance removed. No more American players activity enabled in the casino. Accounts were zeroed out in order to adjust casino accounting books.
5) 5/2/2007 You claimed your balance 2 months after US players money was properly refunded and casino stopped receiving US customers.
6) 5/2/2007 Breakaway Management decided, as an exception, to return your deposit.
7) 5/31/2007 Documentation received towards deposit refund.
8) 6/6/2007 Deposit refunded to ecocard account.

It's pretty much in their hands. At least you have your deposit back.

Sincerely,

Bryan

So the deal with this casino group is that they will love to have you play... but they will only pay you your deposit back if you win.
They are stinking crooks obviously.

 

[chuchu59]

By them not paying Reynier I see that they are totally crooks!

This is what these criminals did to me:

Back when the left the US market I had a balance of $400. I asked for a cashout and they said that they couldnt give me money via Neteller and that they couldnt send U.S. residents checks, so there was no way to get my money out. In the meantime, I couldn't even log into my account any longer.
At this time they SUPPOSEDLY (I dont have it in my deleted box and I never get rid of any email!!) Emailed me asking for docs and fax back form so they could pay me. This already doesnt make any sense since they said they couldnt pay me!!!!! So why would they ask for docs then and why would it even matter???.
A few months later I found out that they COULD give me my money back via Eco Card! I was happy and contacted them to tell them this. They said to send in the faxback form and I did so.... then I got my $100 deposit back with no explanation. I contacted the rep here, I emailed back and forth and got no satisfactory response except that they try to say that the Americans had a "grace Period" to get thier funds out! BUT THEY COULDNT PROCESS THEM TO US! So I thought I would PaB here and that would take care of it.
BUT NOOOOO. Some how I guess it is O.K. for them to keep my money? How does WHEN I ask for it matter? Its my stinking money! They have no right to implement a time limit for me to withdraw! Its MINE not thiers. Here is the worthless reply I got from my PaB which did nothing other than to embolden them to steal other player's money obviously. They need to be rogued or something:

(Notice it doesnt seem to matter to whomever that I couldnt have cashed out anyways and that when I COULD cashout and sent my forms that somehow mattered?)



So the deal with this casino group is that they will love to have you play... but they will only pay you your deposit back if you win.
They are stinking crooks obviously.

While Reynier seems to have a case, the same cannot be said for you. Although there was no way for the casino to pay you in February, they asked for your docs on 3 separate occasions in March this year. You simply assumed that they were giving you a runaround and chose to ignore them despite the possibility that they may have found a way to pay you. You didnt bother to even ask. As the accounts were then zeroed out as accounting measures, there does not seem any way in which they could reinstate your balance.

The casino also has to be faulted (unless contrary evidence is shown) for failing to notify the customer that the pending balance in the accounts can be withdrawn within a 'grace period' especially for USA customers. The fact that they chose to ask for fax docs in a routine way arouses suspicion that they did not really hope that the docs could be returned timely and that the extra funds could be retained legitimately.

 

[Casinomeister]

Here is the worthless reply I got from my PaB which did nothing other than to embolden them to steal other player's money obviously. They need to be rogued or something...

You got your deposit back - wtf? You are not out a cent of your own pocket.

Worthless reply? How much did you pay me to take the time out to chase these guys down to find out what happened? Zilch - nada.

I could have been playing ball with my kids instead of dealing with thankless players like you. See what happens if you PAB again.

 

[chuchu59]

Have some beer Bryan. With these ungrateful wretches, you will be lambasted even if you got $399 back for him. He didnt admit he was in any way wrong despite ignoring three separate reminders from the casino to fax his documents nor did he wake up to the possibility that there could be an avenue for payment. When he himself realised that Ecocard was a payment option, he started to rant. So what if you helped him get back his $100 deposit. There's the gratitude for you.

 

[poser]

@ gaydave: though I can understand totally that you are angry of not getting your winnings, I think you berate the wrong one here:

First, complain to the US administration..
Second, complain to yourself for ignoring 2 vital emails...
Third, complain to god, for beeing an american (gambler theese days)...

But be thankful to someone who invests time to get the best result for you he's able to get...

Nevertheless, the case of the starter of the thread is HEAVY I think (if all has gone the way he told - I see an 800 $ gone to Neteller at last... ?? - for me it looks, as if they only devided it into 200 + 800 - or substracted 200 ?)

 

[gaydave]

You got your deposit back - wtf? You are not out a cent of your own pocket.

Worthless reply? How much did you pay me to take the time out to chase these guys down to find out what happened? Zilch - nada.

I could have been playing ball with my kids instead of dealing with thankless players like you. See what happens if you PAB again.

Yes. I did get my deposit back BEFORE I EVER PaB. I had already recieved my deposit back before I contacted you about it.
Thank you for whatever time you put into it.
I can tell you that there isnt much fact there in your reply to me. You seem to have took the casinos word and called it a day with no further investigation or questions.
I am telling you that they didnt contact me and ask for fax back. LOL, why would they?
See, the misconception from the posters here is that it was me that figured that I couldnt get paid and gave up on it. The truth is that I contacted them immediately upon being locked out of my account and asked them to send me my money. They never contacted me to tell me I had money there, or explain how to get it out. NO, they simply locked my american account and never said a word about it. I had to contact them.
THEN, They said that they had no way to pay me and that I was out of luck for the time being. Thats it! They simply told me that they could not process any transaction to pay me! They never contacted me to tell me about eco card, I found it out myself and contacted them. THATS when they first mentioned a "grace period". This supposed "grace period" would have already elapsed well before I found out about eco card and contacted them. So what a great plan they have. "you have 30 days to get your money out but we cant pay you anyways" LOL! This is silly.

You know, You say "you are not out a cent from your own pocket". To me this is crazy. Of course I am. ALL OF THAT MONEY IN THE ACCOUNT IS MINE and the casino has NO RIGHT to decide if I get it or not. That is the exact attitude that gives these casinos the courage to confiscate winnings all the time. Why would anyone condone this as appropriate behaviour? If I go to a landbased casino and win is it ok for them to keep my money? I think not! When did stealing players money become acceptable on this forum? How is this not taking money from me? It IS mine - I won it fair and square! If I lost $400 would it be ok for me to take it back? No, this is insanity.
I had $400 in that account. I asked for it right away - but that shouldn't be a point anyways. Its my dang money. If I wanted to wait, what business do they have to tell me that I cant. It certainly wasnt in their T&C! This "grace period" is a bunch of BS. Any legit company would not do this. It is MY money. If they wanted to balance their books then they should remit all outstanding balances. How does adding my $400 balance anything? They now have a surplus which is the money that they stole from me.

The bottom line is that I had $400 in that account. I want it back. I have sent the fax back forms and all other docs. Now what right would they have to steal this money?

 

[gaydave]

Have some beer Bryan. With these ungrateful wretches, you will be lambasted even if you got $399 back for him. He didnt admit he was in any way wrong despite ignoring three separate reminders from the casino to fax his documents nor did he wake up to the possibility that there could be an avenue for payment. When he himself realised that Ecocard was a payment option, he started to rant. So what if you helped him get back his $100 deposit. There's the gratitude for you.

Chuchu59,

I am not ungrateful nor am I a wretch. Bryan didn't help me get back my $100 deposit.
I am glad that bryan looked into it but I don't think he looked too hard. It appears he simply took the casinos word and ended it. That is just not how it should be. That reply is the same reply that they gave me and I already had my deposit back.
I did not admit to doing anything wrong because I certainly didn't. I didn't ignore them and even if I had then why would that be wrong if its not against their T&C?
I only "ranted" when they would not pay me. Doesnt it seem as though a legit company would either find a way to pay you right away or at the very least inform you when they did have a way? I was always looking for a way to get paid from them and when I finally realized that eco card was the way to go I immediately asked them for my money. I did NOT close my mind to them ever being able to pay me. They WISH I would have but I tried the whole time and, in fact, am still trying to get MY money. Its simply MINE. How could anyone side with the casino on this issue? It seems incredible to me: I have a $400 balance. I break no T&C. I am denied cashout because the "cant". When I finally find that they "can" I ask for it again. Then they come up with a 'grace period". Doesnt that just reek of thievery?

 

[MarcyW]

@ gaydave: though I can understand totally that you are angry of not getting your winnings, I think you berate the wrong one here:

First, complain to the US administration..
Second, complain to yourself for ignoring 2 vital emails...
Third, complain to god, for beeing an american (gambler theese days)...

But be thankful to someone who invests time to get the best result for you he's able to get...

Nevertheless, the case of the starter of the thread is HEAVY I think (if all has gone the way he told - I see an 800 $ gone to Neteller at last... ?? - for me it looks, as if they only devided it into 200 + 800 - or substracted 200 ?)

Complain to the US administration? Do you really think that is smart? Not that they would probably care but even if they did why would you want to bring more negative attention to this industry?

And to Brian, I can understand that it's frustrating that a player doesn't appreciate your help but your post about how much they paid you, etc. really rubbed me the wrong way. You put yourself in the position to be an advocate in this industry. You make large sums of money from the affiliate income on your site. Seems to me that you are getting paid quite well.

 

[chuchu59]

Chuchu59,

I am not ungrateful nor am I a wretch. Bryan didn't help me get back my $100 deposit.
I am glad that bryan looked into it but I don't think he looked too hard. It appears he simply took the casinos word and ended it. That is just not how it should be. That reply is the same reply that they gave me and I already had my deposit back.
I did not admit to doing anything wrong because I certainly didn't. I didn't ignore them and even if I had then why would that be wrong if its not against their T&C?
I only "ranted" when they would not pay me. Doesnt it seem as though a legit company would either find a way to pay you right away or at the very least inform you when they did have a way? I was always looking for a way to get paid from them and when I finally realized that eco card was the way to go I immediately asked them for my money. I did NOT close my mind to them ever being able to pay me. They WISH I would have but I tried the whole time and, in fact, am still trying to get MY money. Its simply MINE. How could anyone side with the casino on this issue? It seems incredible to me: I have a $400 balance. I break no T&C. I am denied cashout because the "cant". When I finally find that they "can" I ask for it again. Then they come up with a 'grace period". Doesnt that just reek of thievery?

OK, I take back what I said about you being an unxxxx wrxxxxxx but a couple of lessons in communications is surely in order. Worthless reply? Emboldening rogues to steal money? I cannot understand why you are venting your frustrations on a person who tries to help you. If Bryan didnt get the whole picture, tell him instead of irating him thru such a post flared by such bad tempers. Actually, how could he have known that you hadnt received the e-mails in question unless you told him explicitly. Bryan sent you an e-mail and you should simply have replied to it with your version of events.

You should note that you didnt dispute the facts in Bryan's e-mail when you first posted in this thread. If we want assistance, we must make sure others understand the facts clearly. Being more precise is definitely a start.

 

[Casinomeister]

And to Brian, I can understand that it's frustrating that a player doesn't appreciate your help but your post about how much they paid you, etc. really rubbed me the wrong way. You put yourself in the position to be an advocate in this industry. You make large sums of money from the affiliate income on your site. Seems to me that you are getting paid quite well.

Then you should have reread gaydave's comments. I am not obligated in any which way shape or form to contact casinos not listed on the site. I do this because I am willing to help, and it's a free service. Many people who spend time and effort to do the same sort of thing usually take a percentage of any funds received. I don't ask for diddly-squat.

And actually, I'm not siding with anyone - the casino stated that the player didn't respond to emails sent during the period that they allotted him, and the player says he never received the emails. It's one person's word against another. What am I supposed to do, invest x amount of hours to get to the bottom of this dark mystery??

The guy got his deposit back - I never claimed that this was because of what I did. I just mentioned this because he is not out of pocket. If they confiscated his deposit, that would have been a whole 'nother story.

 

[chuchu59]

In all honesty Bryan, I think your reply stating that you had made some deep research did not sit in well with Dave. Neither would I if both sides had their own side of the story. By saying that you had delved deeply into the issue to come to a conclusion means that you had decided that the casino's version of events was correct. I realise that much effort may have to be put in to reveal the truth but it did seem that this had already been done.

 

[MarcyW]

Then you should have reread gaydave's comments. I am not obligated in any which way shape or form to contact casinos not listed on the site. I do this because I am willing to help, and it's a free service. Many people who spend time and effort to do the same sort of thing usually take a percentage of any funds received. I don't ask for diddly-squat.

And actually, I'm not siding with anyone - the casino stated that the player didn't respond to emails sent during the period that they allotted him, and the player says he never received the emails. It's one person's word against another. What am I supposed to do, invest x amount of hours to get to the bottom of this dark mystery??

The guy got his deposit back - I never claimed that this was because of what I did. I just mentioned this because he is not out of pocket. If they confiscated his deposit, that would have been a whole 'nother story.

I'm not agreeing or disagreeing with gaydave (what a name!) I'm just saying that you have this site here which bills itself as a "casino watchdog and player advocate". Therefore I assume you put in time as an advocate. You say you are not obligated yet if you want your site to be a watchdog and a player advocate then you actually are obligated. You say you don't take a percentage of funds, etc. I agree you should be compensated however your site has affiliate links for accredited casinos and I am sure you get money for those links. Perhaps I'm wrong and the affiliate code is in no way associated with you. Unless I am wrong then you are likely one of the largest and most successful affiliates and this is all because you have a forum of impeccable credibility and the fact that you are the industry watchdog. One hand washes another.

As for the out of pocket comment, once a player wins money isn't it theirs? It doesn't seem right to me to say that someone isn't out of pocket since they got their deposit back. Soon casinos will void winners and just give the deposit money back. Of course they will keep the losing players money and be very profitable.

 

[MarcyW]

In all honesty Bryan, I think your reply stating that you had made some deep research did not sit in well with Dave. Neither would I if both sides had their own side of the story. By saying that you had delved deeply into the issue to come to a conclusion means that you had decided that the casino's version of events was correct. I realise that much effort may have to be put in to reveal the truth but it did seem that this had already been done.

I just wanted to say that gaydave very well could be in the wrong here. I don't know and I don't want anyone to think I'm taking his side. I just didn't like the way Bryan's comments made me feel. I like this site and his comments rubbed me in the wrong way.

 

[Reynier]

You got your deposit back - wtf? You are not out a cent of your own pocket.

Worthless reply? How much did you pay me to take the time out to chase these guys down to find out what happened? Zilch - nada.

I could have been playing ball with my kids instead of dealing with thankless players like you. See what happens if you PAB again.

Any ideas about my case??

 

[chuchu59]

I just wanted to say that gaydave very well could be in the wrong here. I don't know and I don't want anyone to think I'm taking his side. I just didn't like the way Bryan's comments made me feel. I like this site and his comments rubbed me in the wrong way.

The crux of the problem does depend on whether the casino had actually told Dave to send his documents by fax on the 3 occasions as stated. Dave actually gave an earlier impression that he ignored the e-mails which did not bode well for him. Now he is disputing the casino's version of events and states that he wasnt asked for the docs. to start this off the casino should produce a copy of the e-mail sent, possibly the one sent to other players as well to show that they did it in an unbiaised fashion. If they did, why would they purposefully leave out Dave. This bit of detective work may take some time yet but if we are to discover the truth, this may have to be done.

 

[gaydave]

OK, I take back what I said about you being an unxxxx wrxxxxxx but a couple of lessons in communications is surely in order. Worthless reply? Emboldening rogues to steal money? I cannot understand why you are venting your frustrations on a person who tries to help you. If Bryan didnt get the whole picture, tell him instead of irating him thru such a post flared by such bad tempers. Actually, how could he have known that you hadnt received the e-mails in question unless you told him explicitly. Bryan sent you an e-mail and you should simply have replied to it with your version of events.

You should note that you didnt dispute the facts in Bryan's e-mail when you first posted in this thread. If we want assistance, we must make sure others understand the facts clearly. Being more precise is definitely a start.

Yes, your probably correct about me not being clear enough. sorry for that. As for the assumption that I did not respond to bryan with my version that is not correct. Not only did I give him a run down via the PaB but I sent this Email in reply to his response.
I had to ask for a response multiple times but thats not a big deal because everyone over looks things or forgets to reply some times.

Thanks for looking into this for me.

As you have probably guessed this is a crock of pucky. They never sent me these emails until I contacted them about eco card being a solution. The first and only responses were "we have no way of paying US players". Then when I found out that they had eco card I contacted them again. They reluctantly admitted that they could pay me, then they pulled this total BS move of saying I didn't have my docs in a timely manner?
In all honesty, what should that matter??? It is MY money, not theirs and it is just plain thievery. There is no legitimate reason to keep my winnings other than they feel like stealing from me. It would not create any difficutly paying out my money for them - they simply wanted to keep it.
I really hope you don't mind me posting all of this as a reminder to other players to stay away from these crooks. The online biz has become very slimy and it is disheartening that nothing can be done by anybody to make these casino operators act in an honest and responsible fashion.

As you can see I did exactly what you said - we are thinking alike here.

I would also like to add something that I am not agreeing with. I think a point should be made that even if they had asked me for documents so that I could cash out (they DIDNT!) and I waited to send them it should not make a difference if I can get my money out. I think the main point of this whole thing is that it is MY money and now I am telling them that I want it. It is NEVER theirs and they have no right whatsoever to try to steal it based on some wierd imaginary rule that they want to implement.

I think Reynier needs to be paid also. The casino is showing horribly rogue behaviour if you just look at it with common sense I think.

 

[gaydave]

BTW, I would thank MarcyW and chuchu and Reynier but I dont have the ability to do so it seems. Just wanted you to know I appreciate your posts and comments.

 

[SciFiGroup]

I don't know if I should post this here or in the non-bonus issues but I guess this forum is most appropriate seeing the way Breakaway looks at the case.

Last week I came on a promotional page of Breakaway casino trough an Google search. I had a coupon which would give me a 500% bonus on top of my 200 deposit. The max cashout would be 400 and you had to wager 60.000 before you could make any cashout.. I played there casino and ended up cashing out 400 dollars.

The next day I received an email from Breakaway casino that I used a coupon that wasn't valid unless you subscribed trough a special affiliate site. I don't know how that could be because the coupon was accepted in the casino, so was my deposit and I followed all their rules and cashed out according to the T&C. How should I have known that the coupon wasn't valid..?!?

But well, oke, my 200 deposit was returned into my account and my winnings were deleted. Exactly as the email told me, "You're deposit will be returned to your account"... When I logged in a few days later indeed my 200 deposit had been returned into my account. I felt like gambling and took my 200 to the BJ table and ended up cashing out 1.000 dollars.

I was suprised to find again the same email as before that my winnings were denied because I used an invalid promotion.. WTF?? What promotion, there was no promotion anymore, I was just gambling my own money since the rest was allready deleted from my account..

Id like to start by explaining that this 500% bonus is a limited time only promotion that has not been launched yet and therefore no promotional information has been posted anywhere. Its a special promotion for specific players that come to our casino through specific affiliates. It is not an insane bonus, just a one time opportunity.

The terms and conditions are clearly stated. A few months ago, when we launched a similar promotion for one week, many players happily received their winnings. We are a reputable casino and we would never risk our name by creating promotions and offering bonuses if we dont intend to pay well earned winnings.

Nevertheless, in this case Ruben (or Reynier), if you review the terms and conditions of this promotion you will see that it clearly states: This promotion is only valid when download is done by clicking on a banner of an affiliate web site. This is one of the few lines of the Terms and Conditions, so it is in no way hidden in the small print

In the email we sent you on October 1st, the one you refer to as the next day, our Security department said:

We will return your deposit to your NETeller account, please send the following documents in order to make the transfer

The email did not say your deposit will be returned to your account, it says to your NETeller account and in order to do that, we needed your documents. You chose not to send your documents and instead you decided to play.

Usually, we would have been happy to approve and process your withdrawal for $1,000 since, as you mentioned, you were playing with your own money.

However, while waiting for your documents, a routine background check was done and based on your history in other casinos, our Management decided to close your account.

This was explained to you in our second email. If you review our casino policies, it says: The casino reserves the right to reclaim bonuses and / or close accounts in situations of apparent abuse or fraud. Bonus hunting/abusing behavior is defined by the management on a case-by-case basis Outdated URL (Invalid)

As soon as we receive your documents, well be pleased to return your deposit to you as we initially offered.

Thank you

 

[MarcyW]

Id like to start by explaining that this 500% bonus is a limited time only promotion that has not been launched yet and therefore no promotional information has been posted anywhere. Its a special promotion for specific players that come to our casino through specific affiliates. It is not an insane bonus, just a one time opportunity.

The terms and conditions are clearly stated. A few months ago, when we launched a similar promotion for one week, many players happily received their winnings. We are a reputable casino and we would never risk our name by creating promotions and offering bonuses if we dont intend to pay well earned winnings.

Nevertheless, in this case Ruben (or Reynier), if you review the terms and conditions of this promotion you will see that it clearly states: This promotion is only valid when download is done by clicking on a banner of an affiliate web site. This is one of the few lines of the Terms and Conditions, so it is in no way hidden in the small print

In the email we sent you on October 1st, the one you refer to as the next day, our Security department said:

We will return your deposit to your NETeller account, please send the following documents in order to make the transfer

The email did not say your deposit will be returned to your account, it says to your NETeller account and in order to do that, we needed your documents. You chose not to send your documents and instead you decided to play.

Usually, we would have been happy to approve and process your withdrawal for $1,000 since, as you mentioned, you were playing with your own money.

However, while waiting for your documents, a routine background check was done and based on your history in other casinos, our Management decided to close your account.

This was explained to you in our second email. If you review our casino policies, it says: The casino reserves the right to reclaim bonuses and / or close accounts in situations of apparent abuse or fraud. Bonus hunting/abusing behavior is defined by the management on a case-by-case basis Outdated URL (Invalid)

As soon as we receive your documents, well be pleased to return your deposit to you as we initially offered.

Thank you

I'm confused. Did he deposit with Neteller? Then why did you need documents to send his money back to the Neteller that deposited it? When casinos start asking for this kind of stuff it seems to me like they are stalling or trying to not pay. Did you ask for documents when you accepted money from his Neteller?

 

[chuchu59]

Id like to start by explaining that this 500% bonus is a limited time only promotion that has not been launched yet and therefore no promotional information has been posted anywhere. Its a special promotion for specific players that come to our casino through specific affiliates. It is not an insane bonus, just a one time opportunity.

The terms and conditions are clearly stated. A few months ago, when we launched a similar promotion for one week, many players happily received their winnings. We are a reputable casino and we would never risk our name by creating promotions and offering bonuses if we dont intend to pay well earned winnings.

Nevertheless, in this case Ruben (or Reynier), if you review the terms and conditions of this promotion you will see that it clearly states: This promotion is only valid when download is done by clicking on a banner of an affiliate web site. This is one of the few lines of the Terms and Conditions, so it is in no way hidden in the small print

In the email we sent you on October 1st, the one you refer to as the next day, our Security department said:

We will return your deposit to your NETeller account, please send the following documents in order to make the transfer

The email did not say your deposit will be returned to your account, it says to your NETeller account and in order to do that, we needed your documents. You chose not to send your documents and instead you decided to play.

Usually, we would have been happy to approve and process your withdrawal for $1,000 since, as you mentioned, you were playing with your own money.

However, while waiting for your documents, a routine background check was done and based on your history in other casinos, our Management decided to close your account.

This was explained to you in our second email. If you review our casino policies, it says: The casino reserves the right to reclaim bonuses and / or close accounts in situations of apparent abuse or fraud. Bonus hunting/abusing behavior is defined by the management on a case-by-case basis Outdated URL (Invalid)

As soon as we receive your documents, well be pleased to return your deposit to you as we initially offered.

Thank you

I am confused as well. Whether this player intended to be a bonus whore/abuser does not matter in this case because his bonus was already rescinded. All this talk of we would have paid the $1k normally is total BS. If you dont want his business tell him when you had the chance but you cant just void his winnings after play especially since he didnt play with a bonus. This talk of the casino reserves the right to blah blah blah is nonsense. You could have done practically anything you wanted without this unreasonable clause anyway.

In case you wanted to close the account why was the player still able to play. You had several days to communicate this to the player. Oh yes, it must have been coincidence and you only decided on that course of action right after he won. Frankly, I doubt whether bonus abusers or fraudsters would be willing to risk their own funds like Reynier did. He would otherwise have been an exception to those 2 categories of people.

 

[lojo]

I'll just make blanket statement... play with a bonus and (fill in the blank)