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Bonus Complaint Gnuf.com voided my account winnings

Discussion in 'Casino Complaints - Bonus Issues' started by Argstyle, Jan 15, 2014.

    Jan 15, 2014
  1. Argstyle

    Argstyle Dormant account

    I am a new member of this forum and this is my first post, I am from Argentina and I apologize if my english is not good.
    Recently I played at Gnuf.com because I read about it and looked to be a legit site, some sites recommended that site as a good casino to play, I signed up, deposited and got a bonus with the first deposit. Then I won a prize and made my bet requirements, I attempted to withdraw and verify my account, and then they send me an email (in spanish, so I don't post it here) telling me that my account had been reviewed and I was breaking their terms and conditions referred to this point:

    "Your play will be reviewed for any irregular playing patterns e.g. playing of equal, zero margin bets or hedge betting, which all shall be considered irregular gaming for bonus play-through requirement purposes. Other examples of irregular game play include but are not limited to, placing single bets using Your entire or the majority of Your account balance, where the majority of that balance is made up of bonus balance. The Casino reserves the right to decide in its sole discretion which activities constitute “irregular play” or “bonus abuse” for bonus play-through requirement purposes from time-to-time and to withhold any cash-ins where irregular play has occurred to meet bonus play-through requirements."

    So they removed all my winnings and just refunded my initial deposit in my account telling me that I could continue playing following the rules.

    As I understand I didn't break any of the rules that say there, I tried to read and understand that many times and I didn't do any of those things. So I replied them telling them that, and asking what was going on, asking what did I do to break the terms and conditions, telling them that as I understood I played correctly and asking specifically for some of the things that those terms say, or at least to tell me what exactly did I break. Their answer was that I didn't break any point particularly, that I just broke that "in general" and that I could continue playing following the rules with my initial deposit without bonus and winnings. I tried to reply them again a couple of times asking what I did to break that, but the answer was the same, telling me to read the terms and if I don't agree with that I could complain to some link that they gave to me.
    After that I saw that here in casinomeister I could talk to a member of gnuf.com and I told him my issue, first he answered me asking for account details and then he stopped answering my messages since now, and I tried to contact him some times sending personal messages here in casino meister.
    So in conclusion I think that basically they don't want to pay me and use some kind of unspecific terms and conditions to void the accounts of some of their customers like me, then they don't explain anything because there is nothing to explain, I didn't break any rule and they should know so they don't answer anymore. I have all the emails sent from gnuf.com and if someone ask me I can post them, but they're all in spanish so I didn't post here.

    I hope this post help other people to know what is going on on gnuf.com and one more time I apologize about my bad engilsh, thanks.
    1 person likes this.
  2. Jan 15, 2014
  3. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    House-Husband and Casino Advisor
    Bexhill on sea, England
    Well this is VERY simple - all you have to do now is Pitch-A-Bitch.

    You have already done everything the correct way and a PAB is the only next step you can take.
    Accredited Casinos are obliged to not confiscate winnings for "vague or non-specific reasons" - so if you are as genuine as you say, you should get paid.

    Good luck and Welcome to the Forum! :thumbsup:
    2 people like this.
  4. Jan 15, 2014
  5. Nifty29

    Nifty29 Dormant account

    Turn right, then right. then right again
    If the rules aren't specific, and they certainly aren't, why did you AGREE to them?

    You DID accept them, and so are bound by them, so Gnuf can take your winnings. Simple.

    It's a stupid rule, and I personally don't and won't agree with it...but you DID.

    Take it as a lesson learned, or file a PAB here:


    BE WARNED....Everything will be revealed to the mediator during the process, so if you've lied then you WILL be found out.

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