Withdrawel cancelled without knowledge and lost

Shezzzzzzz

Newbie member
Joined
Nov 3, 2017
Location
Northants UK
Hi all,

Bit of a strange situation and looking for some advice.

I was playing on a site (which i am a VIP of) and made a withdrawal in the morning of £1000GBP leaving myself with a balance of £500GBP to play with.

Background: I was travelling and playing on my phone and playing Immersive Roulette. Now my bets were ranging from £50 up to £200 and all on what i would say was quite high volatility bets, so not even money etc, wins ranging from money back to 10x total bet etc. My balance was fluctuating quite a bit at this time as you can imagine with this size of bet.

Anyway so im playing winning some and losing some when i get an email through saying sorry we cannot process your withdrawal through trustly as your most recent deposit has to be the method of withdrawal, please can you cancel this request and resubmit with this method. I replied to this email saying i didnt think that was correct, please could they check this with the VIP manager etc as the most recent deposit was for a very small sum and all my recent large deposits are via Trustly.
Anyway i went back to playing and continued in the same manner as before betting theses similar amounts.

I eventually busted this amount and thought nothing of it. About half an hour later i thought id check on the pending withdrawal and it wasnt there. it then showed as cancelled but it wasnt in my account.

3 emails and live chat later and im told someone in the department cancelled it and that i had lost it during the session i was playing.

I had absolutely no clue it had been cancelled and that i had been playing with it at all. I know it sounds weird but i was on a train in holland playing with not the best signal and it was dropping in and out after i had placed bets and getting back online i wasnt even sure what spins had won/lost sometimes so i didnt notice it.

Do i even have a leg to stand on at all in asking for this money to be refunded? £1k isnt a lot for me but its the principle of them telling me i had to cancel it and then just cancelling it themselves during a session i was playing and no real clue that i had gambled this money away.

Also to put into context i have lost around £30k lifetime at this casino and swings of +£10k and -£10k are quite regular at the casinos i play at.

Any advice/help would be appreciated.

thank you
 

Scott1baird

Senior Member
MM
Joined
Oct 16, 2018
Location
Isle of Bute Scotland
Hate to say but as hard as it seems it's gone. Only thing you might have going for you is if you still have something from the casino asking You to cancel the withdrawal. Then that way the money shouldn't have be put back in your account. Didn't you notice the 1k extra on your balance?
 

Shezzzzzzz

Newbie member
Joined
Nov 3, 2017
Location
Northants UK
Hate to say but as hard as it seems it's gone. Only thing you might have going for you is if you still have something from the casino asking You to cancel the withdrawal. Then that way the money shouldn't have be put back in your account. Didn't you notice the 1k extra on your balance?
Yeah I have the email where I’m requested to cancel it and an email confirming they cancelled it and not me.
Honestly I didn’t even notice it. I understand how that sounds but I was travelling with poor connection and sometimes it was taking 2 or 3 spins to reconnect by the time I was getting back in so I just saw my balance and carried on sometimes not sure if I had won the previous bet or not.
 

Lobo

Repeated violations of rule 1.18 - being a PITA
PABnoaccred2
Joined
Apr 21, 2018
Location
Scandinavia
Same thing happend to me at Dunder about 2 years ago (I was a VIP with cashback). They silently cancelled my withdrawal.
I withdrew €3000 and left myself with €3000ish.
I played Bonanza on outoplay while doing other stuff in my house. I sat on 100 spins then left, came back, another 100 spins and so on... when I came back I noticed my balance had increase alot so I figured it was a good base game hit.
A couple days pass and I checked up on my withdrawal. It said it was cancelled. No emails. No nothing.
I contacted them, and they said it was cancelled due to a "technical error" - so they placed the money back in my account.

I complained, and they gave me a €3k bonus (10x) as compensation.
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
In general it could be nice rule from regulators that when casino have to cancel withdrawal, it wouldn't be allowed to be added gaming balance but moved manually (yes, they can confiscate winnings so moving funds temporarily is not impossible, taking some extra resources from busy payment teams yes), inform player and once player confirm that is aware about funds will return to account, add them that new withdrawal can be done.

As said, quite extra work, but would be player friendly approach and nobody wouldn't accidentally played it back (or even stated that was accident, don't really mention these cases by any means but some players are not that honest and play returned balance and when loose, feeling bad and blame casino). Sometimes if withdrawal fails technically it can be mission impossible as funds just bounce back, but when cancelling it with purpose.

Some casinos have introduced lock function, this would be also good advertisement for casino to guarantee withdrawals never will be returned before player is aware it will happen, these technical issues as exception.
 

spiker1977

Experienced Member
Joined
Dec 1, 2017
Location
Finland
Some casinos have introduced lock function, this would be also good advertisement for casino to guarantee withdrawals never will be returned before player is aware it will happen, these technical issues as exception.

Lock withdraw don't help on this problems, this week i had a situation on casumo with lock withdraw. I deposit on casumo and won some money, made a withdraw (first option that come up) and then lock it. Left some money to play with later.

Next day i when i log to my account the withdraw money was there, a bit later i get a e-mail that i had withdraw with a wrong method and they had put the money back to my account. Its not a big deal but in my mind a lock withdraw is lock't.
 

Nate

Paleo Meister (means really, really old)
webmeister
CAG
Joined
Feb 14, 2007
Location
Cyberspace
I would engage them over the issue. If they asked you to cancel it yourself, why did they then do it themselves?

If I were in the middle of a session, i would also leave it pending and cancel it when I was ready to address the issue.

The cancellation could be down to someone not bothering to check if you had an active balance or session in play... or it could be sinister in nature.

Send a message to the Rep if there is one on this forum

Nate
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Lock withdraw don't help on this problems, this week i had a situation on casumo with lock withdraw. I deposit on casumo and won some money, made a withdraw (first option that come up) and then lock it. Left some money to play with later.

Next day i when i log to my account the withdraw money was there, a bit later i get a e-mail that i had withdraw with a wrong method and they had put the money back to my account. Its not a big deal but in my mind a lock withdraw is lock't.

Nope, it don't help to that if it get cancelled, but for other reasons players have been really happy to have that functionality, just meant that casino who would implement some "lock" for funds which had to from reason or other to reverse when they were in pending withdrawal status, it would be nice invention to be able guarantee that these funds which are pending and locked, never can get back to players balance without player is aware about it.

I would argue with casino about returning locked funds to account just like that, they do it manually and there is no any reason why not to inform player about it and complete it once player have replied that is aware about it. When these are reversed manually there is no any reason (except more work for limited resources and that's not welcome for most of places) not to do that, especially if it locked. That's of course players responsibility to use right withdrawal method, but accidents can happen when using multiple methods so if it's not automatically returned to account without human when method is wrong, then can say that lock function suck a little bit.
 
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