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The demise of WhiteHatGaming

N

nutnut

Meister of Infractions
CM Veteran (10yr+)
Joined
Sep 11, 2014
Location
england
Sadly WHG have now started the tactic of letting me deposit then blocking my account asking questions about my income and gambling.

I answered these questions now they want bank statements and payslips. 3 websites this stunt has been pulled across thus keeping my deposit across them all.

Will not provide details, but how can I get my deposits back

See Related:
Our review of White Hat's Hello Casino
 
Last edited by a moderator:
nutnut said:
Idk will try but can't access anything in my account.

Annoying as fuck as they have like 100 quid in deposits. Why let me deposit then instantly ask.?
Click to expand...

I think UKGC regulation says they can't keep your money hostage during a SOW and have to pay whatever is in your account when you ask to close it. Hope you can access live support without logging in or otherwise email them.
 
nutnut said:
Sadly WHG have now started the tactic of letting me deposit then blocking my account asking questions about my income and gambling.

I answered these questions now they want bank statements and payslips. 3 websites this stunt has been pulled across thus keeping my deposit across them all.

Will not provide details, but how can I get my deposits back
Click to expand...
If they could have reasonably asked the questions and asked for the documentation before you made the deposit then they have to refund you. They cannot hold it to ransom.
Have they refused a withdrawal? Which casino is it, do they have a rep here?
 
£100 across 3 deposits doesn't sound like justification for that to me. Sounds like a knee jerk reaction to the fine they received that NewsHound posted just last week.

The issue is, and this isn't just WHG, the UKGC went mad because in the case discussed on here, the amounts deposited were north of 50k over a short amount of time. There's a huge difference between that and a casual £40 deposit. It's lurching from one extreme to another.

If these casinos can't strike a happy medium and keep their houses in order both with customer retention and in terms of fulfilling licensing obligations then they might as well pull out of the UK market.
 
It could be that your total deposits across the brand have reached 10k then it automatically triggers SOW. It’s happened to me a couple of times lately.

As mentioned it is bloody annoying when they let you deposit and then block you. I had a chap from ABC actually phone me this evening asking why I haven’t bothered completing the due diligence form they sent.

Decent chap and to be fair understood my frustrations with it being as I am well in profit there. I also pointed out how farcical it is really because completing all of this before a player can use the account would save any surprises in the future.

Whereas the way it’s done allows a player to deposit 10k before they need to prove it’s legit. Surely a bit like locking the door after the horse has bolted. Well we have had your 10k and it wasn’t legit but we’ll keep it anyway but you can’t play anymore.:rolleyes:

As I also pointed out there are plenty of ways around it if a person is laundering money. Simply keep your deposits below 10k and sign up to 50 Casinos. There’s half a million that could slip through the net and that’s the problem the honest player gets hit with this, whilst the dishonest player will be wise to it and avoid it.

It’s simply not a means to an end.
 
Mr Wild said:
Well they just had issues with UKGC. I do think they should just put a threshold when to do SOW like in Spain. So all operators follows same logic. In Spain it is on 36k deposits.
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The problem with that is if you know all casinos SoW you at say £10k, and you are money laundering, or have a gambling problem, you do £9990 at each then stop.
What I think is particularly scummy is allowing people to deposit but at the same time refusing to pay out withdrawals. If a casino suspects money laundering or you hit RG limits, then continuing to accept deposits, if play is allowed or not, is making the situation worse, not better.
@WhiteHatGaming
 
Another problem with the systems in place is they aren’t bullet proof and easily circumvented if you are of that mind.

You could provide payslips and bank statements that are absolutely fine but what’s to say you haven’t got £50,000 worth of debt racked up on a credit card and haven’t got a penny to spare?
 
WhiteHatGaming said:
Hi nutnut, if you DM me your username and the brand, i will look into this for you

Thanks

WHG
Click to expand...
Thank you for the fast reply. Can I ask, what is the theory in allowing deposits but not play (and presumably withdrawals)?
I get why scummy casinos allow play to continue as normal (yes Casumo looking directly at you, and others) hoping that you keep losing, while having no chance of cashing out, but you don't do that, only allow deposits, which, if someone refuses or fails the SoW, then you just have to refund. That surely results in extra costs for yourselves, and does absolutely nothing, except piss the player off (as seen here) and put them off ever playing there again. Surely the better option would be block the account completely?
 
You are right, we don’t want to let a player deposit and stop them. It only upsets the customer and costs us money in transaction fees both on the way in and on the way out. We want to return the funds as fast as possible in these scenarios, and in an ideal world we would stop all deposit if we knew that it will trigger the algorithm, we do stop a lot currently.

Unfortunately, it isn’t that simple, there are literally hundreds of scenarios that the algorithm that cause a trigger to stop allowing a player to gamble without further information.

We are working on improving the process and this will be a never-ending task, to make the process as friendly as possible, will it ever be perfect, I highly doubt it due the complexities of it, but we are working on it.

I can’t comment on nutnut’s case, as I don’t know the scenario yet, and that will be for them to comment on as I can’t comment on individual cases for obvious reasons.

However, I can ensure you the idea that this is some kind of tactic of ours to hold onto a customer’s deposits is completely false, we return the players deposits back as fast as possible while always obeying the various regulations we have to comply with.
 
WhiteHatGaming said:
You are right, we don’t want to let a player deposit and stop them. It only upsets the customer and costs us money in transaction fees both on the way in and on the way out. We want to return the funds as fast as possible in these scenarios, and in an ideal world we would stop all deposit if we knew that it will trigger the algorithm, we do stop a lot currently.

Unfortunately, it isn’t that simple, there are literally hundreds of scenarios that the algorithm that cause a trigger to stop allowing a player to gamble without further information.

We are working on improving the process and this will be a never-ending task, to make the process as friendly as possible, will it ever be perfect, I highly doubt it due the complexities of it, but we are working on it.

I can’t comment on nutnut’s case, as I don’t know the scenario yet, and that will be for them to comment on as I can’t comment on individual cases for obvious reasons.

However, I can ensure you the idea that this is some kind of tactic of ours to hold onto a customer’s deposits is completely false, we return the players deposits back as fast as possible while always obeying the various regulations we have to comply with.
Click to expand...
Thanks for that reply, just to be clear I wasn't suggesting it was a tactic, it didn't make sense to me why that would happen when you also block play :)
 
These people...confiscated $1.000 once, and $2.500 another time i deposited with skrill which wasnt allowed... my friend they confiscated $10.000 there was some bets above the $5 max during wagering.

They suck and they deserve nothing in this world. I tried getting an insurance from Dream Vegas that they would not confiscate my winnings if i deposited, i didnt get it... I got an insurance however that they would never confiscate winnings that didnt breach the rules....
 
kimss said:
These people...confiscated $1.000 once, and $2.500 another time i deposited with skrill which wasnt allowed... my friend they confiscated $10.000 there was some bets above the $5 max during wagering.

They suck and they deserve nothing in this world. I tried getting an insurance from Dream Vegas that they would not confiscate my winnings if i deposited, i didnt get it... I got an insurance however that they would never confiscate winnings that didnt breach the rules....
Click to expand...

Why would you keep doing business with someone if they keep taking money and then ask them for insurances so you can do more business?!



As for White Hat their one of the best in the UK at the moment. 21Casino all the way baby!

And there is something i never thought i would say.
 
I never deposited again there since i didnt get that insurance - i was hungry for a new account and their welcome bonus. But no - white hat gaming will never see a dime from me or anyone i know! Believe you me!!
 
So you got robbed twice but was hungry for their welcome bonus so thought you would try and get some additional insurance?

I would love to have seen or heard that conversation. Sorry but you still sound nuts to me. Not that i see that as a bad thing, we can all be a little cuckoo but not when it comes to doing everyday business.
 
kimss said:
These people...confiscated $1.000 once, and $2.500 another time i deposited with skrill which wasnt allowed... my friend they confiscated $10.000 there was some bets above the $5 max during wagering.

They suck and they deserve nothing in this world. I tried getting an insurance from Dream Vegas that they would not confiscate my winnings if i deposited, i didnt get it... I got an insurance however that they would never confiscate winnings that didnt breach the rules....
Click to expand...
With respect, in regard to your friend, the max bet rule is pretty standard across most sites, and it's in the terms, so if he was betting over that, what did he expect to happen? Same as your guarantee, not understanding what you were wanting from them? A guarantee that if you broke the terms they would pay you :confused: ?
 
bamberfishcake said:
So you got robbed twice but was hungry for their welcome bonus so thought you would try and get some additional insurance?

I would love to have seen or heard that conversation. Sorry but you still sound nuts to me. Not that i see that as a bad thing, we can all be a little cuckoo but not when it comes to doing everyday business.
Click to expand...
Being nuts is a prerequisite to being on here, no?

Or, at the very least, wrapping the nuts in tin foil.
 
I sure could pull that conversation from my email archive, however it's pretty straight forward as I am more than pissed and totally i hate of this company. But hey - atleast we apparently agree that sister casinos are one and the same, given I have to be such a nut asking for guarantee not being screwed over!

My first confiscation was due to me parking a bonus game, didn't read that rule. The second time it was a deposit where I took the welcome bonus, but later when I cashed out I was informed that Skrill was not allowed for the bonus so no money. They waited until last minute with this message, then blacklisted me and blocked my IP in firewall. I understand I should read the rules, and I should not expect Skrill being a valid deposit for the welcome bonus just because it worked and bonus was credited. Most casinos do not allow you to even complete a deposit with a method not allowed. But ok, aparently White Hat Gaming are extremely generous with freespins and such for one reason it seems - to make you fuck up somewhere and confiscate. This was the reason I wanted to have some sort of guarantee to register at another White Hat Gaming casino - after all they are accredited aswell even if they are so predatory and goes for the kill. Stupid me - I know - I know of no man or woman that have ever succesfully withdrawen from this group either.

My friend betting higher than $5, I know - tough lough - I would never done that as you say this is a pretty standard rule all over the board. I think however its worth mentioning other brands have blocked to possibility to even do the bet higher during bonus - White Hat Gaming have not. They rather start the slot with a setting of a bet at $50 hoping you fuck up. What about lowering bet, one time to many.... MAX! Whatever!

But you are right, no reason to be foled so many times just becasue I have had problems gambling during many years and wagered extensively at my own expense. I have been treated pretty damn bad by many of theese casinos - and learned the hard way!

By the way, this is why I say dont bet on betsson, group either thats my advice, they have started doing alot of stalling lately. Been going on the last 6-8 months now. Very unprofessional by a company that big!
 
They rather start the slot with a setting of a bet at $50 hoping you fuck up.

This is a genuine problem.I have noticed L and L start many,if not all their slots at minimum stakes and you adjust it yourself..If they can do it then so can everybody else. It's a sneaky trick during bonus use.There is no reason why a message cannot pop up with a warning or games being set to a £0 balance if you open an excluded one. These are underhand tactics.
 
steinhaug said:
I sure could pull that conversation from my email archive, however it's pretty straight forward as I am more than pissed and totally i hate of this company. But hey - atleast we apparently agree that sister casinos are one and the same, given I have to be such a nut asking for guarantee not being screwed over!

My first confiscation was due to me parking a bonus game, didn't read that rule. The second time it was a deposit where I took the welcome bonus, but later when I cashed out I was informed that Skrill was not allowed for the bonus so no money. They waited until last minute with this message, then blacklisted me and blocked my IP in firewall. I understand I should read the rules, and I should not expect Skrill being a valid deposit for the welcome bonus just because it worked and bonus was credited. Most casinos do not allow you to even complete a deposit with a method not allowed. But ok, aparently White Hat Gaming are extremely generous with freespins and such for one reason it seems - to make you fuck up somewhere and confiscate. This was the reason I wanted to have some sort of guarantee to register at another White Hat Gaming casino - after all they are accredited aswell even if they are so predatory and goes for the kill. Stupid me - I know - I know of no man or woman that have ever succesfully withdrawen from this group either.

My friend betting higher than $5, I know - tough lough - I would never done that as you say this is a pretty standard rule all over the board. I think however its worth mentioning other brands have blocked to possibility to even do the bet higher during bonus - White Hat Gaming have not. They rather start the slot with a setting of a bet at $50 hoping you fuck up. What about lowering bet, one time to many.... MAX! Whatever!

But you are right, no reason to be foled so many times just becasue I have had problems gambling during many years and wagered extensively at my own expense. I have been treated pretty damn bad by many of theese casinos - and learned the hard way!

By the way, this is why I say dont bet on betsson, group either thats my advice, they have started doing alot of stalling lately. Been going on the last 6-8 months now. Very unprofessional by a company that big!
Click to expand...
I still don't understand, pretty much everything you have said is saying you broke the bonus terms and thats why your winnings were void. You still haven't said what guarantee you asked for, it sounds like you asked for a guarantee they wouldn't void your winnings and they said yes, if you don't beach any of the T&C's?

I don't know what the site is like in your country but the £5 max bet part is on the landing page, in the very first line of the T&C's under the 100% welcome bonus banner. It can hardly be missed.

They are also pretty good when it comes to terms surrounding holding bonuses. Most casinos have a generic term that states something like 'we reserve the right to void winnings if we believe you aren't acting in the spirit of the bonus' that could mean anything, dream Vegas say this

(iii) “Delayed winnings”, for example, while playing a game, a "free spin" or "bonus" feature is initiated with bonus or cash funds, then the player steps out of the “free spin” or “bonus” feature bonus by closing the game and moving to another game. The player then goes back to the original game to complete the “free spin” or “bonus” feature at a later time in circumstances such as after the bonus money has been forfeited, lost or wagering met and converted to cash.

I mean you can't really get more specific than that in regards to what you say you did.

Having said that, Skrill isn't banned for welcome bonuses here, so not sure how prominent that is on the site you use, and regardless of that, if you can't use Skrill for the welcome bonus, then why was it added to your account. Clearly if it's added then you would expect your deposit method to be accepted for that bonus. I have a feeling I've seen complaints about this previously. @WhiteHatGaming any reason you can't just not add a bonus if it can't be used with a certain type of deposit?

I also sort of agree about the max bet settings. Other, smaller sites, have this implemented, so a casino group the size of WHG should easily be able to do so. Doesn't mean your friend should have attempted to take advantage of them not being blocked though.
 
johnnymcc1966 said:
They rather start the slot with a setting of a bet at $50 hoping you fuck up.

This is a genuine problem.I have noticed L and L start many,if not all their slots at minimum stakes and you adjust it yourself..If they can do it then so can everybody else. It's a sneaky trick during bonus use.There is no reason why a message cannot pop up with a warning or games being set to a £0 balance if you open an excluded one. These are underhand tactics.
Click to expand...
L@L certainly don't set doa on min be as every time I start a new session I have to adjust it from £4.50 to and more sensible bet and have been caught out a few times..
 
colinsunderland said:
I still don't understand, pretty much everything you have said is saying you broke the bonus terms and thats why your winnings were void. You still haven't said what guarantee you asked for, it sounds like you asked for a guarantee they wouldn't void your winnings and they said yes, if you don't beach any of the T&C's?

I don't know what the site is like in your country but the £5 max bet part is on the landing page, in the very first line of the T&C's under the 100% welcome bonus banner. It can hardly be missed.

They are also pretty good when it comes to terms surrounding holding bonuses. Most casinos have a generic term that states something like 'we reserve the right to void winnings if we believe you aren't acting in the spirit of the bonus' that could mean anything, dream Vegas say this

(iii) “Delayed winnings”, for example, while playing a game, a "free spin" or "bonus" feature is initiated with bonus or cash funds, then the player steps out of the “free spin” or “bonus” feature bonus by closing the game and moving to another game. The player then goes back to the original game to complete the “free spin” or “bonus” feature at a later time in circumstances such as after the bonus money has been forfeited, lost or wagering met and converted to cash.

I mean you can't really get more specific than that in regards to what you say you did.

Having said that, Skrill isn't banned for welcome bonuses here, so not sure how prominent that is on the site you use, and regardless of that, if you can't use Skrill for the welcome bonus, then why was it added to your account. Clearly if it's added then you would expect your deposit method to be accepted for that bonus. I have a feeling I've seen complaints about this previously. @WhiteHatGaming any reason you can't just not add a bonus if it can't be used with a certain type of deposit?

I also sort of agree about the max bet settings. Other, smaller sites, have this implemented, so a casino group the size of WHG should easily be able to do so. Doesn't mean your friend should have attempted to take advantage of them not being blocked though.
Click to expand...
I see that you don't get it, I do not have to much love for predatory rules. I'll sumarize quickly:

> it sounds like you asked for a guarantee they wouldn't void your winnings and they said yes,
> if you don't beach any of the T&C's

Have you ever played casino drunk, fell aslweep in the middle and when you restart you cant really recall that you were in a freepsin game? Or what about the lowering betsize, and fuck me, your betsize is on MAX and you by accident spin 1 spin... 2 ways of totally normal gameplay in my opinion that I hate being penalized for by some idiotic rules!

1. Delayed winnings, making one such payout render the total winnings void I find insane (wasnt the games random aswell... so it shouldnt matter.... hrm). My bad, I should have read it - however - most casinos have no problems with this so I forgot myself, not every day such a "miss" has such a huge impact though....
2. Wagering above the €5 limit, no problem we all know this. But - many casinos do not let you even do a spin above $5 and certainly they do not initially start the machine at larger than €5. Having to pay attention so you do not fuck up by mistake - i find white hat gambling especially worst in class. You may love gambling with them - you are a strange man that will conform to most I guess....
3. Skrill was removed from bonus terms in the "terms" however if despositing with Skrill at say Dream Vegas - you got the bonus credited so not that easy to spot unless reading the terms . Again my bad, I was under the impression that the casino was not out to screw me!

So my problem is only that - other than the above €5 betting - other casinos would never void my winnings - only in the land of White Hat Gaming I am a player that "breaks the rules" - and penalty is voiding winnings.

Wouldnt you agree that "delaying" a $1 win should not void $1000 in winnings? Or in simpler and better terms - a casino where this is an option I will neverplay again. and we as players should not give such companies our money as they aqre really screwing us big time!

And, trust me! I haveby mistake donea few of those €50 bets - because quickly switching betsize while playing, and hey ho silver!Whats the lowest betsize? Its the highest! FUCK ME!

I only hope that others that get what I am saying please stay away from this group, as you will seriously put your self in a disadvantage and you could - by mistake - lose all your winnings on a techicallity.

Casinos like rizk, videoslots etc. will not allow you to void your winnings while playing, probably because they enjoy their customers....

Anyway -I have started reading theese terms in later years so I am not doing theese mistakes anymore.
 
steinhaug said:
The second time it was a deposit where I took the welcome bonus, but later when I cashed out I was informed that Skrill was not allowed for the bonus so no money. They waited until last minute with this message, then blacklisted me and blocked my IP in firewall. I understand I should read the rules, and I should not expect Skrill being a valid deposit for the welcome bonus just because it worked and bonus was credited. Most casinos do not allow you to even complete a deposit with a method not allowed.
Click to expand...
In my opinion, the casino is totally WRONG if it gives you a bonus, lets you play and then only afterwards tells you that you can't have your withdrawal because you deposited the wrong way. That's just totally ridiculous! They gave you the bonus, so it's THEIR mistake - not yours.
If no other T&Cs were broken on that occasion, I would 100% submit a PAB.

KK
 
steinhaug said:
I see that you don't get it, I do not have to much love for predatory rules. I'll sumarize quickly:

> it sounds like you asked for a guarantee they wouldn't void your winnings and they said yes,
> if you don't beach any of the T&C's

Have you ever played casino drunk, fell aslweep in the middle and when you restart you cant really recall that you were in a freepsin game? Or what about the lowering betsize, and fuck me, your betsize is on MAX and you by accident spin 1 spin... 2 ways of totally normal gameplay in my opinion that I hate being penalized for by some idiotic rules!

1. Delayed winnings, making one such payout render the total winnings void I find insane (wasnt the games random aswell... so it shouldnt matter.... hrm). My bad, I should have read it - however - most casinos have no problems with this so I forgot myself, not every day such a "miss" has such a huge impact though....
2. Wagering above the €5 limit, no problem we all know this. But - many casinos do not let you even do a spin above $5 and certainly they do not initially start the machine at larger than €5. Having to pay attention so you do not fuck up by mistake - i find white hat gambling especially worst in class. You may love gambling with them - you are a strange man that will conform to most I guess....
3. Skrill was removed from bonus terms in the "terms" however if despositing with Skrill at say Dream Vegas - you got the bonus credited so not that easy to spot unless reading the terms . Again my bad, I was under the impression that the casino was not out to screw me!

So my problem is only that - other than the above €5 betting - other casinos would never void my winnings - only in the land of White Hat Gaming I am a player that "breaks the rules" - and penalty is voiding winnings.

Wouldnt you agree that "delaying" a $1 win should not void $1000 in winnings? Or in simpler and better terms - a casino where this is an option I will neverplay again. and we as players should not give such companies our money as they aqre really screwing us big time!

And, trust me! I haveby mistake donea few of those €50 bets - because quickly switching betsize while playing, and hey ho silver!Whats the lowest betsize? Its the highest! FUCK ME!

I only hope that others that get what I am saying please stay away from this group, as you will seriously put your self in a disadvantage and you could - by mistake - lose all your winnings on a techicallity.

Casinos like rizk, videoslots etc. will not allow you to void your winnings while playing, probably because they enjoy their customers....

Anyway -I have started reading theese terms in later years so I am not doing theese mistakes anymore.
Click to expand...
I do get and I did say what I found wrong with what happened. However terms are there for a reason and if you don't read them, then you can't blame a casino for your failings.
Plenty of casinos would void your winnings for going over the max bet, we see it here regularly.
You won't be playing at many places if you won't play at places that void your winnings if you delay bonus rounds until after wagering is complete. I don't know of a single one that would allow that. You specifically mention Rizk, try saving some bonus rounds up there till after wagering is complete, you won't get paid. I know for a fact the Betsson group void winnings for that exact reason.
 

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