As mentioned loosely in other threads, I had a lovely 2,400x win at MoboCasino (Viral Interactive group of casinos) back in December which they promptly confiscated when I made a withdrawal request. This was following my account being recently opened, documents uploaded, approved and account verified. Even their CS said all was OK.
The basis of the confiscation was that I had an account at a sister casino which was in cool off (NOT self excluded). I had contacted chat to confirm I was ok to play given the circumstances and was told that the cool off does not affect other accounts, so all is ok. They accepted deposits, kept remaining accounts open so all was ok. They even processed a smaller withdrawal while sister account was in cool off. As soon as I make a big withdrawal - accounts closed and money confiscated citing that a cool off is to be treated as self exclusion! They refunded my deposits which resulted in the win and probably expected me to go away.
I complained to casino - no luck.
I contacted their top bod managing director - no reply.
I tried reasoning with their 'legal counsel department' - they stood firm.
I contacted IBAS - not interested as according to them it was a 'regulatory issue'.
I opened a dispute at AskGamblers as they were registered there - they didn't respond so dispute closed.
I opened a PAB - they didn't respond to Max and made other excuses.
I contacted the MGA - not interested as I am in the UK.
I contacted the UKGC - they showed interest, asked for my approval to view details, etc and then took it on. Unfortunately the UKGC cannot provide regular updates, but then out of the blue, I was contacted by the casino to say that further to working with the UKGC, they will pay me my winnings!! Money received today!
I had honestly thought all was lost and was reluctant to continue to pursue this as next step would have been going through the european court (can be done online).
Anyway, big thanks to Max and the UKGC. It has been an emotional and frustrating journey, but money now received and being put to good use (car repairs and paid off credit card!).
And it seriously helped having screenshots of everything and saved chat transcripts, especially when trying out a new casino! But, alas, probably the best option is to stick with accredited sites listed here!
However, I will also show gratitude to Viral Interactive as although they had misinterpreted the rules which resulted in a lot of stress to me, they did pay out and they did (on the whole) respond to to my e-mails and their online chat were prompt.
The basis of the confiscation was that I had an account at a sister casino which was in cool off (NOT self excluded). I had contacted chat to confirm I was ok to play given the circumstances and was told that the cool off does not affect other accounts, so all is ok. They accepted deposits, kept remaining accounts open so all was ok. They even processed a smaller withdrawal while sister account was in cool off. As soon as I make a big withdrawal - accounts closed and money confiscated citing that a cool off is to be treated as self exclusion! They refunded my deposits which resulted in the win and probably expected me to go away.
I complained to casino - no luck.
I contacted their top bod managing director - no reply.
I tried reasoning with their 'legal counsel department' - they stood firm.
I contacted IBAS - not interested as according to them it was a 'regulatory issue'.
I opened a dispute at AskGamblers as they were registered there - they didn't respond so dispute closed.
I opened a PAB - they didn't respond to Max and made other excuses.
I contacted the MGA - not interested as I am in the UK.
I contacted the UKGC - they showed interest, asked for my approval to view details, etc and then took it on. Unfortunately the UKGC cannot provide regular updates, but then out of the blue, I was contacted by the casino to say that further to working with the UKGC, they will pay me my winnings!! Money received today!
I had honestly thought all was lost and was reluctant to continue to pursue this as next step would have been going through the european court (can be done online).
Anyway, big thanks to Max and the UKGC. It has been an emotional and frustrating journey, but money now received and being put to good use (car repairs and paid off credit card!).
And it seriously helped having screenshots of everything and saved chat transcripts, especially when trying out a new casino! But, alas, probably the best option is to stick with accredited sites listed here!
However, I will also show gratitude to Viral Interactive as although they had misinterpreted the rules which resulted in a lot of stress to me, they did pay out and they did (on the whole) respond to to my e-mails and their online chat were prompt.