- Joined
- Oct 1, 2011
- Location
- Northern Countries
About two months and two weeks ago I got my winnings voided by a casino for the first time. During this time I've gone through the PAB and also some members have reached out to their contacts in order to try and help me out (thanks to everyone for their time and effort). Sadly to no avail so I'm writing this to the forum for the members to give their opinion about this issue.
First I'd like to tell you a little about me and my gaming habits. I started to play online casinos on 2011 and since the beginning I've played mostly with bonuses. I play only slots - tried some table and card games but those weren't my thing. During this time I've registered and played at tens of casinos (mostly accredited) and I've got a pristine track record (or had until this bonus issue with Redbet). So no, I'm not out there to try and maliciously take advantage of casinos who offer me bonuses. I'd also classify myself as a low roller (most bets are under 2€).
It was an ordinary playing session for me at first. I checked my email for bonus offers and saw that Redbet (and Whitebet) had sent me a match bonus offer up to 100€ promoting their newly released WMS games. I set out to play only those few newly released games that were being promoted. The start wasn't promising as I busted out at Whitebet. I then took the bonus offer at their sister casino Redbet and ultimately ended up winning a little over 2900€. To my surprise soon after my withdrawal I was contacted by Redbet stating that I had broken their terms and they had voided my winnings. This is the rule they quoted:
"7.9 Gaming Operator reserves the right to void bonuses and winnings if the Player or any person in the customers household has previously received a similar or equal bonus on one of our other brands. This applies to both sports betting and casino bonuses."
Looks pretty straightforward right? I took identical bonuses on both casinos so they have the right to void my winnings. The twist is that I had been playing the same way for over two years at these casinos: taking identical bonuses that I was offered via email and playing at both casinos. Until this day I had no issues whatsoever and did not think I ever would.
I had read the rules and as it states the casino reserves the right to void winnings if a player uses bonuses this way. So as I understand it the casino, at their discretion, can allow a player to play this way. Now after playing this way over two years I was naturally under the impression that I was allowed to take bonuses at both casinos. So I was quite shocked to hear the news that suddenly I wasn't allowed and furthermore they had voided the biggest win I had on their casino because of this.
I contacted the rep immediately and asked one of the über meisters to weigh in on the matter. At this point I thought surely the matter will be fixed and the casino will honor my withdrawal. As it turns out it was not and I had to take the next step and PAB. I won't got into details about that but ultimately Max concluded that I had been breaking the rules all along (that would be the 7.9. rule mentioned above) and I had no grounds for a complaint after all. Now that got me flustered: how an earth had I been breaking the rule all along if the casino allowed me to play this way. Again the rule states the casino reserves the right - it does not say that a player is not allowed to do so and if it did I wouldn't have been playing this way. So yeah, now the rule was suddenly ironclad and all along I had been taking advantage of the casino.
Naturally I was not happy about where the PAB ended up so as instructed I contacted Bryan and asked him to take an another look. He was more understanding but the end result was basically the same: I still didn't have my money that I won fair & square. During this exchange Redbet stated that they had clear rules which state ¨you are only allowed to use the bonus on one of our brands¨. So again the term 7.9. term is presented like it's ironclad when it benefits the casino.
I maintain that I did not do anything wrong. I had read the rules, followed them and it was the casino's decision to allow me to use bonuses at both casinos. They did this until I won big and then swooped in to void my winnings quoting the same rule that allowed me to play this way - now only using it the other way around in order to void my winnings. I'm fine with being bonus banned if they do not like the way I play (they did bonus ban me about a month after this incident took place) but the way Redbet did it to me is far from fair play.
So what do you forum members think about this: should I get paid or was the casino in the right in voiding my winnings?
First I'd like to tell you a little about me and my gaming habits. I started to play online casinos on 2011 and since the beginning I've played mostly with bonuses. I play only slots - tried some table and card games but those weren't my thing. During this time I've registered and played at tens of casinos (mostly accredited) and I've got a pristine track record (or had until this bonus issue with Redbet). So no, I'm not out there to try and maliciously take advantage of casinos who offer me bonuses. I'd also classify myself as a low roller (most bets are under 2€).
It was an ordinary playing session for me at first. I checked my email for bonus offers and saw that Redbet (and Whitebet) had sent me a match bonus offer up to 100€ promoting their newly released WMS games. I set out to play only those few newly released games that were being promoted. The start wasn't promising as I busted out at Whitebet. I then took the bonus offer at their sister casino Redbet and ultimately ended up winning a little over 2900€. To my surprise soon after my withdrawal I was contacted by Redbet stating that I had broken their terms and they had voided my winnings. This is the rule they quoted:
"7.9 Gaming Operator reserves the right to void bonuses and winnings if the Player or any person in the customers household has previously received a similar or equal bonus on one of our other brands. This applies to both sports betting and casino bonuses."
Looks pretty straightforward right? I took identical bonuses on both casinos so they have the right to void my winnings. The twist is that I had been playing the same way for over two years at these casinos: taking identical bonuses that I was offered via email and playing at both casinos. Until this day I had no issues whatsoever and did not think I ever would.
I had read the rules and as it states the casino reserves the right to void winnings if a player uses bonuses this way. So as I understand it the casino, at their discretion, can allow a player to play this way. Now after playing this way over two years I was naturally under the impression that I was allowed to take bonuses at both casinos. So I was quite shocked to hear the news that suddenly I wasn't allowed and furthermore they had voided the biggest win I had on their casino because of this.
I contacted the rep immediately and asked one of the über meisters to weigh in on the matter. At this point I thought surely the matter will be fixed and the casino will honor my withdrawal. As it turns out it was not and I had to take the next step and PAB. I won't got into details about that but ultimately Max concluded that I had been breaking the rules all along (that would be the 7.9. rule mentioned above) and I had no grounds for a complaint after all. Now that got me flustered: how an earth had I been breaking the rule all along if the casino allowed me to play this way. Again the rule states the casino reserves the right - it does not say that a player is not allowed to do so and if it did I wouldn't have been playing this way. So yeah, now the rule was suddenly ironclad and all along I had been taking advantage of the casino.
Naturally I was not happy about where the PAB ended up so as instructed I contacted Bryan and asked him to take an another look. He was more understanding but the end result was basically the same: I still didn't have my money that I won fair & square. During this exchange Redbet stated that they had clear rules which state ¨you are only allowed to use the bonus on one of our brands¨. So again the term 7.9. term is presented like it's ironclad when it benefits the casino.
I maintain that I did not do anything wrong. I had read the rules, followed them and it was the casino's decision to allow me to use bonuses at both casinos. They did this until I won big and then swooped in to void my winnings quoting the same rule that allowed me to play this way - now only using it the other way around in order to void my winnings. I'm fine with being bonus banned if they do not like the way I play (they did bonus ban me about a month after this incident took place) but the way Redbet did it to me is far from fair play.
So what do you forum members think about this: should I get paid or was the casino in the right in voiding my winnings?