Hello Casinomeister people!
My situation is a bit weird, but would appreciate any advice that is given. Basically I play at a casino in binges - will play at one and after a while will just close an account and move onto another. I'll close the account at the one then move onto another - I played at Fun casino and (as far as I can remember) didn't win anything so just moved on. Stupidly I self-excluded to close the account quickly, but it does mean that I will never hear from that casino again (I've done it a few times over the years).
Anyway, a couple days later, I played at Hyper Casino and won (net) £1150. I was pretty chuffed and so decided to cash out. I gave all the relevant verification info and got told that it looked good then later a short email saying:
As it turned out, they noted (after I had deposited, played and cashed out) that I had self-excluded from Fun Casino and so then returned the deposit (£150) and nicked me winnings (£1150) on the basis that I had self-excluded previously from a sister casino.
This has wound me up proper - aside from the fact that they were quite happy for me to play and lose, I had absolutely no idea that this casino was even in a group - the only indication they give is that it says:
at the bottom in tiny text - no mention of other casinos, no mention of being in a group - even if I had noticed that text, I would just assume it was owned by another company
This seems duplicitous and just finding reasons not to pay out a modest win. I pointed out that it was completely unfair to expect a player to research a casino, but they have been belligerent and made me feel like I should be happy that they didn't nick my deposit as well.
In fairness, I did look through their T&Cs to find the relevant part (it took a while):
I'm not even sure if this covers them.
When I pointed out that they were expecting me to research their casino from a tiny bit of text at the bottom of their page, they were dismissive stating that they had no responsibility to declare that they were part of a group at all - despite the fact that they had nicked my winnings because of exactly that.
Note that I had not self-excluded from Hyper Casino themselves and Hyper Casino state that they were unable to warn me before I deposited that I was self-excluded from their whole group (something which I was dubious about)...after they sent the initial email they then self-excluded my hypercasino account so I can't even check.
Sorry for the essay - if anyone can advise in terms of what I can do. I am considering getting legal advice as I'm so very out of my depth.
Read the Casinomeister review of Hyper Casino here
My situation is a bit weird, but would appreciate any advice that is given. Basically I play at a casino in binges - will play at one and after a while will just close an account and move onto another. I'll close the account at the one then move onto another - I played at Fun casino and (as far as I can remember) didn't win anything so just moved on. Stupidly I self-excluded to close the account quickly, but it does mean that I will never hear from that casino again (I've done it a few times over the years).
Anyway, a couple days later, I played at Hyper Casino and won (net) £1150. I was pretty chuffed and so decided to cash out. I gave all the relevant verification info and got told that it looked good then later a short email saying:
Dear ***,
I hope this email finds you well.
As you have self excluded from a sister casino we have now self excluded you from Hypercasino and sent back your deposits.
Kind regards,
As it turned out, they noted (after I had deposited, played and cashed out) that I had self-excluded from Fun Casino and so then returned the deposit (£150) and nicked me winnings (£1150) on the basis that I had self-excluded previously from a sister casino.
This has wound me up proper - aside from the fact that they were quite happy for me to play and lose, I had absolutely no idea that this casino was even in a group - the only indication they give is that it says:
Hyper Casino is owned and operated by L&L Europe..
at the bottom in tiny text - no mention of other casinos, no mention of being in a group - even if I had noticed that text, I would just assume it was owned by another company
This seems duplicitous and just finding reasons not to pay out a modest win. I pointed out that it was completely unfair to expect a player to research a casino, but they have been belligerent and made me feel like I should be happy that they didn't nick my deposit as well.
In fairness, I did look through their T&Cs to find the relevant part (it took a while):
During your period of self-exclusion, you promise not to circumvent, or to attempt to circumvent, the self-exclusion agreement by attempting to stake using hypercasino.com or our Services, either yourself or using a third party. Any Accounts found to be in breach of a self-exclusion agreement will be closed as soon as they are discovered. Please note that if you access your Account and/or open a new Account during the self-exclusion period by fraudulent means or by deliberately entering incorrect information and our automated checks do not prevent this happening, then we shall have no responsibility or liability to a player or any third party for any gambling activity that takes place (including to return any deposits, winnings or other funds in respect of such activity). Any new Accounts during a self-exclusion agreement will be closed as soon as they are detected by us.
I'm not even sure if this covers them.
When I pointed out that they were expecting me to research their casino from a tiny bit of text at the bottom of their page, they were dismissive stating that they had no responsibility to declare that they were part of a group at all - despite the fact that they had nicked my winnings because of exactly that.
Note that I had not self-excluded from Hyper Casino themselves and Hyper Casino state that they were unable to warn me before I deposited that I was self-excluded from their whole group (something which I was dubious about)...after they sent the initial email they then self-excluded my hypercasino account so I can't even check.
Sorry for the essay - if anyone can advise in terms of what I can do. I am considering getting legal advice as I'm so very out of my depth.
Read the Casinomeister review of Hyper Casino here
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