Casino.com/Lesa refuse to pay €9600 Slot win

khan687

Dormant account
PABnonaccred
I have been a VIP customer there since October 2011. During that time they invited me to deposit multiple times and I purchased there €5415.

All of a sudden when I won over 18,600 EUR they stopped being friendly and closed my accounts.

They asked for notarized documents which helped to be paid 9000 of my winnings but it didn't help to be paid the rest.

In an Email they sent me they say I abused their bonuses which is not true as I played mainly slots and maybe Casino War in the past.

They also blame me of being connected to other accounts which is also not true.

We regret to inform you that your account has been suspended and that we will make arrangements to void your winnings in accordance with 16.1 of our terms and >conditions. The reason for this is that, after extensive review, our Security team has found you to be abusing our bonuses and to be linked by unique identifiers to other >members. In particular, our Security team informs us that the activities would be in breach of: 5.1(i); 5.1(xx); 5.1(xxiv); 5.1(xxvii) and 13.2 of our general terms and >conditions (please refer tohttp://www.casino.com/about/terms-and-conditions.html
 

chuchu59

gambling addict
PABnonaccred
CAG
I have been a VIP customer there since October 2011. During that time they invited me to deposit multiple times and I purchased there €5415.

All of a sudden when I won over 18,600 EUR they stopped being friendly and closed my accounts.

They asked for notarized documents which helped to be paid 9000 of my winnings but it didn't help to be paid the rest.

In an Email they sent me they say I abused their bonuses which is not true as I played mainly slots and maybe Casino War in the past.

They also blame me of being connected to other accounts which is also not true.

We regret to inform you that your account has been suspended and that we will make arrangements to void your winnings in accordance with 16.1 of our terms and >conditions. The reason for this is that, after extensive review, our Security team has found you to be abusing our bonuses and to be linked by unique identifiers to other >members. In particular, our Security team informs us that the activities would be in breach of: 5.1(i); 5.1(xx); 5.1(xxiv); 5.1(xxvii) and 13.2 of our general terms and >conditions (please refer tohttp://www.casino.com/about/terms-and-conditions.html
I love this phrase. This is as rogue as it gets. They must have thought long and hard about it. Most casinos would welcome a customer with your level of deposits with open arms but they must have felt they wont be able to get back your winnings from them. As to them being suddenly being unfriendly that's the nature of the beast. Depositing thousands of euros will make them worship you like a king but now you are withdrawing thousands instead so obviously they will show you their meaner side.

I advise you to Pitch a Bitch with MaxD. If you do so remember to read the FAQs and refrain from posting on this subject in the meantime. Good Luck.
 

vinylweatherman

You type well loads
CAG
MM
They also appear to suggest that multi accounting is involved, rather than mere "bonus abuse". If this is proven in the PAB, the winnings will stay voided with the blessing of Max, Bryan, and especially Nifty:D
 

khan687

Dormant account
PABnonaccred
I have only one account. I am contacting the Rep and pitching a bitch. They are not going to be able to show any proof because they don't have one.


The only thing I can think about - 18,600 made somebody mad there and they started to look for excuses. First it was the certified documents they asked for (my regular documents were approved a while ago) and now it is the bonus abuse.
 

rainmaker

I'm not a penguin
webmeister
CAG
I have only one account. I am contacting the Rep and pitching a bitch. They are not going to be able to show any proof because they don't have one.


The only thing I can think about - 18,600 made somebody mad there and they started to look for excuses. First it was the certified documents they asked for (my regular documents were approved a while ago) and now it is the bonus abuse.

Yes, you should send the rep a PM first and find out if it is possible to resolve the case before doing a PAB.

Good luck!
 

khan687

Dormant account
PABnonaccred
Oops I see I can't pitch a bitch because it is the second time. If Max or Casinomeister agree I will submit one. It is a large amount I hope they agree.
 

chuchu59

gambling addict
PABnonaccred
CAG
Oops I see I can't pitch a bitch because it is the second time. If Max or Casinomeister agree I will submit one. It is a large amount I hope they agree.
Well since everyone is given one free shot only personally I dont feel you should be allowed more than that. The previous PAB was successful it seems and you got back 9000. Frankly you should have stuck to the accredited casinos and avoid potential trouble with the borderline casinos.Bryan and Max are busy guys and may need to divert their resouces elsewhere.
 

rainmaker

I'm not a penguin
webmeister
CAG
Frankly you should have stuck to the accredited casinos and avoid potential trouble with the borderline casinos.Bryan and Max are busy guys and may need to divert their resouces elsewhere.
I agree with you. I think there are better Playtech Casinos out there than those within the Mansion Group. Casinomeister has some excellent alternatives in the accredited section, for example Betfred, Boyle and Bet365.
 

khan687

Dormant account
PABnonaccred
I agree. but just to mention. I made the first pitch a bitch after I was already a player at Casino.com and I don't know why but it was always in my mind this group is accredited.
 

vinylweatherman

You type well loads
CAG
MM
I agree. but just to mention. I made the first pitch a bitch after I was already a player at Casino.com and I don't know why but it was always in my mind this group is accredited.
They were, but they couldn't keep up the standards required.

You should now avoid ALL Playtech casinos, as despite what they say officially, they DO have a central "bonus abuse" database, and data on this may have been used by Mansion to assume you are a fraud or "bonus abuser", even though you have played without issues in the past.
 

chuchu59

gambling addict
PABnonaccred
CAG
Funny how some players seem to have issues with casinos frequently, whilst others never do.
I wouldnt tar them all with the same brush. Its just like some people are more accident-prone. vThey could be branded as unlucky though I am sure there will be players who purposely take a gamble with the lesser casinos for their seemingly better bonuses.
 

Black2999

Dormant account
I can't beleive I am reading this on here, the EXACT same thing has happened to me. LesA Casino
I was seriously considering going to their offices in Gibraltar and sorting this out with them face to face, but after googling what happened to me, I have found this.

I signed up and played BJ and slots and won just under £4k. After withdrawing they asked for notarized ID, so I went straight out and got it done and posted it off to them. They received it, everything was fine, they said they'd pay me within 48 hours. Then a few days later when I chased them up, they emailed me this;

We regret to inform you that your account has been suspended and your withdrawal request declined. The reason for this is that we have found you to be abusing bonuses and to be in breach of our terms and conditions and have found your account to be linked to other players by unique identifiers. We would like to point out that as per our terms and conditions you warrant that:
5.1(i) you are acting on your own behalf;

We also find that you are in breach of 5.1(xx) and (xxiv) of our terms and conditions. Since we have found you to be in breach of the terms above and of 13.2, and in accordance with 16.1(xi) of our terms and conditions, we will be voiding your winnings and your balance will be forfeited.

:confused::confused::confused::confused::confused:

WTF!? I've played on my own PC in my own house.. WTF do 'unique identifiers' mean? I'm wondering if you have been linked to ME somehow? I don't see how that is possible. I don't know ANYONE who has played at this casino, but it looks like you have a very similar problem to me.

Now I've been playing online for a couple of years now, I occasionally do the odd sign up bonus if the company looks like a legit one. I have NEVER had any sort of problems like this before, quite the opposite, I normally play at InterCasino where they have even made me a VIP players.

I am so angry I don't know where to turn. Can the guy who started this page please tell me if they have got anywhere with their complaint on this site? Although I have won similar amounts to this before, I have definitely lost more than I have won, so having £4,000 taken away from me like this is a kick in the *****. :(:(
 

rainmaker

I'm not a penguin
webmeister
CAG
Welcome Black2999 :)

I have seen that the rep for Mansion has been logged in recently. As mentioned earlier in this thread, you also may want to contact him first and see where it goes.
 

Black2999

Dormant account
Thanks for the welcome.. I'm not normally moany, but this whole episode has got me so angry.. I just can't believe it. :mad:

Anyway, I've messaged the rep. :thumbsup:
 

rainmaker

I'm not a penguin
webmeister
CAG
Thanks for the welcome.. I'm not normally moany, but this whole episode has got me so angry.. I just can't believe it. :mad:

Anyway, I've messaged the rep. :thumbsup:

Great :thumbsup:

And remember that you also have the opportunity to do a PAB as described earlier in the thread.

Good luck!
 

vinylweatherman

You type well loads
CAG
MM
The common factor is blackjack and slots play, followed by links suggesting multi accounting.

I suspect the "unique identifiers" are nothing more than a common playing strategy, something one could just as easily learn about by searching the internet rather than colluding with a group of players.

The suggestion seems to be that a group of players have colluded to play the bonus in a particular way on Blackjack and slots, and so they are voiding the winnings of these players. No doubt, they are keeping the money of those who lost with the same strategy.

Trying to win is not allowed it seems, one has to play "dumb" and get lucky in order to get paid. Such "dumb" players tend to go straight to the slots, lured by the "eye candy" rather than the poor RTP.

It seems to be the Blackjack play that has caused them to void the winnings, even though they came from the slots.

Poor regulation that is in the operators' interests allows many to get away with this.
 

Mouche12

Kitty Lover
PABnonaccred
PABnoaccred
PABnononaccred
If PAB is not possible (anymore) I strongly suggest to seek legal assistance. Especially the 18k referred to above is worth the effort and the money. Good luck to both of you! :)
 

khan687

Dormant account
PABnonaccred
Any update regarding this group. The legal process is possible but probably expensive, I understand they don't even answer Casinomeister in complaints and I can see the Rep didn't bother to answer
 
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