Newbie here! Read loads of threads on here and finally decided to start one myself!
Currently got a complaint with eCogra so wont mention casino name just yet! Anyway in January i recieved a 150% deposit bonus, max bet allowed of £5. I stuck to this the entire £3000 worth of wagering. Managed to withdraw £500 but then got the ‘broken terms email’ and they confiscated all winnings and returned original deposit. Obviously emailed back straight away asking how i could have possibly broken them and was sent a gaming report showing 1 £70 wager on SummerHoliday. Now I did play Summer Holiday and I triggered the free spins at £1, retriggering through the game so i played 30 free spins, none of which counted towards wagering. At the end of the game I selected mystery prize, (still in the bonus round) this resulted in a £30 win. However the casino claim that I in fact wagered £70 in one go by selecting that option! When speaking to the gaming manager via email he was just plain rude, accusing me of lying and that I was never in a bonus round etc, however the gaming report i was sent clearly showed the 30 spins prior not counting towards wagering at all! He told me his decision was final and stopped replying to any emails!
Anyway my complaint went back and forth and is now with eCogra who have been brilliant, kept me informed etc. Just received an email today saying they have closed my case with details submitted by the operator and will hopefully have a final resolution in the next week or so after the operator has chance to respond? This is making me (although maybe falsely) hope that they have ruled in my favour?
Has anyone dealt with eCogra before? Is this normal at the closr of a complaint? I just assumed had they sided with the casino I would have been told straight away without need for the operator to be informed?
Thanks
Currently got a complaint with eCogra so wont mention casino name just yet! Anyway in January i recieved a 150% deposit bonus, max bet allowed of £5. I stuck to this the entire £3000 worth of wagering. Managed to withdraw £500 but then got the ‘broken terms email’ and they confiscated all winnings and returned original deposit. Obviously emailed back straight away asking how i could have possibly broken them and was sent a gaming report showing 1 £70 wager on SummerHoliday. Now I did play Summer Holiday and I triggered the free spins at £1, retriggering through the game so i played 30 free spins, none of which counted towards wagering. At the end of the game I selected mystery prize, (still in the bonus round) this resulted in a £30 win. However the casino claim that I in fact wagered £70 in one go by selecting that option! When speaking to the gaming manager via email he was just plain rude, accusing me of lying and that I was never in a bonus round etc, however the gaming report i was sent clearly showed the 30 spins prior not counting towards wagering at all! He told me his decision was final and stopped replying to any emails!
Anyway my complaint went back and forth and is now with eCogra who have been brilliant, kept me informed etc. Just received an email today saying they have closed my case with details submitted by the operator and will hopefully have a final resolution in the next week or so after the operator has chance to respond? This is making me (although maybe falsely) hope that they have ruled in my favour?
Has anyone dealt with eCogra before? Is this normal at the closr of a complaint? I just assumed had they sided with the casino I would have been told straight away without need for the operator to be informed?
Thanks