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Non-Bonus Complaint Xfactor Games refusing second payout due to having accounts with sister company’s

Discussion in 'Casino Complaints - Non-Bonus Issues' started by lwilliams9311, Dec 8, 2017.

    Dec 8, 2017
  1. lwilliams9311

    lwilliams9311 Newbie member PABnononaccred

    I have been playing on xfactor games for the last few weeks and I am very disappointed with the actions they have taken. I have deposited over £1000 into my account and played with this money. I withdrew an amount of £900 from there site and upon doing this had to provide all identification documents to prove my identity for security reasons and these were obviously okay as they processed my withdrawal and I recived my monies. I then deposited more money into my account and played it. I then tried to withdraw £3000 and yet again they asked for more proof of identity what I had already provided them with. But again I sent all documents back to them for them to look at. But while they was doing this I cancelled my withdrawal and carried on playing with the £3000 after a few hours my balance was up to £5100 so I decided to stop playing and withdraw this money. After a few days of nothing happening with my withdrawal and not seeing any money being transferred to my bank account I tried to log in to see if my withdrawal was pending but found out that my account had been blocked and I was asked to contact customer services. Upon doing this I was told that y account had been blocked and all withdrawals had been void due to me having accounts with sister companies in the past few years.

    I am very unhappy with this decision as they have had chances to do these checks in the past to see if I had done such things. So they was willing for me to carry on depositing large amounts of money to carrying on funding their buissness but as soon as I won a large amount and tried to withdraw it they said that due to their terms and conditions they hold the right to close my account at anytime.

    My points of this case are that:

    How are they able to keep allowing me to deposit money into their account if I am breaching their terms why did it take me winning a big amount of money for them to realise that I had breached their terms. It looks to me as for asking I was depositing money into their account they was happy for me to carry on playing but as soon as an excsssive amount was won and to be withdrawn they would block this from happening.

    Also I have checked the website for the bear group limited to see who their sister sites are and it appears that the domain does not exist I have attached a copy of this webpage to show that I could not get on this so I was not to know who bear limited owned and what sites I could not go on to break their terms. They should have clearly stated when creating this term who exactly their sister sites are so that their consumers know this and know not to play with more than one account.

    Also if I breached their security checks why after I provided all security information was I aloud to make a deposit of £900 surely I should not of even be aloud to sign up to their sites if I was a member on one of their sites already if they are saying you cannot play more than one. But they do not fail to see this security measure while you are depositing money but only when you try and withdraw large sums

    I feel that they are the ones that are fraudulently conning people out of money and it is not a way they should be conducting depositing and they are not responsible companies they are thieves. Taking from the poor and giving to the rich that’s all it is

    I feel that if they are going to make the rules that they are they should also do all they can to make sure that these cannot be breached by players. By doing that they should do the necessary checks to see if players are breaking these when they first sign up because they obviously have the capacity to do so but seem to only be bothered when your the ones winning and not them

    They should also clearly state on their terms and condition of you are not aloud more than one account including any with their sisters sights they should clearly state who their desisted sights are with that many gambling pages on the internet how are we supposed to know who they own and who they are linked to without them providing us with that information.

    As previously stated I feel that I have been robbed of my money. I have contacted the company and filed a complaint and all they are saying is I breached their terms and that their is nothing I can do about their decision and if I disagree with it that I should contact yourselfs which I have in this email.

    I would like this to be thoroughly investigated and looked into so that my matter can be resolved and that others don’t also lead their selves blind into these situations in the future it is wrong. This move has left me in very financial hardship and I used my last monies to place them bets and it was lucky that I won but now they are denying me of this money which leaves me with a house to run and children to feed bit no money because they will not allow it as they have robbed me.

    Many thanks
  2. Dec 8, 2017
  3. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    International Money Launderer
    the bus shelter, opposite GCHQ Benhall
    Right, the Bear Group have these sites:


    White labels:


    The info is here: You must register/login in order to see the link.

    Now I've played at them and found they were fine, I had accounts open at 4 or 5 of them and as long as I wasn't on a take-a-break from one (which was applied to all in that case) I had no issues. So this leads me to think you had an excluded or old account they discovered within the group.

    Now I do have some sympathy here as the situation is similar to EMSEB (Every Matrix Self-Exclusion Bullshit) whereby casinos NEVER list their co-licensees in the terms, and on that basis alone this falls foul of UK Consumer laws as the terms are incomplete (with a hugely salient piece of info missing) and thus unfair and prejudicial. Exclusion trumps this though, but I can't understand how you can be paid then not paid. I would take a copy of their terms and make a complaint IF you are 100% sure you've no duplicate accounts or excluded ones.

    As for the financial hardship sentence I've bolded, you'll get little sympathy here for that given that you've obviously chosen to gamble irresponsibly first with money earmarked for necessities!
  4. Dec 8, 2017
  5. chiya

    chiya Experienced Member PABnononaccred

    Maybe I'm mistaken here but if a casino voids your withdrawals for whatever reason, shouldn't they be obligated to return your deposits? What they've done here, in my eyes, is essentially theft. WD voided but deposits are kept. Something doesn't seem right ..

    Yeah it's the OP's responsibility to gamble responsibly but unfortunately he hasn't. However, as I stated above, shouldn't the casino return the deposits? So he would be "fine" as it were, not that it makes losing the winnings any better for an arbitrary rule like this. Honestly to me this seems like a case of where they noticed the player is breaching their terms but they allowed them to WD because they spotted a gambler .. They counted on them coming back, and losing more money which will profit them in the long run. And should they manage to win like they did now, they can always just void the winnings .. I'd call that a rogue casino.
    Mouche12 likes this.
  6. Dec 8, 2017
  7. lwilliams9311

    lwilliams9311 Newbie member PABnononaccred

    I have seen before that people talk that if a casino voids winnings that deposits should be refunded. How many deposits should be refunded and back for how long and is it just ones off specific sites or all sister sites too. I have played on their sister sites before and I’m not disputing that with them but my point is how come I was aloud to play and withdraw after checking my identification and then they decide that they have change their mind once a players wins large amounts
  8. Dec 8, 2017
  9. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    International Money Launderer
    the bus shelter, opposite GCHQ Benhall
    If they've been taking void bets then from the moment your account breached any duplicity terms. This happened to me once, and I was refunded the difference between my deposits and withdrawals.

    I would suggest using the CM PAB service if you're sure you've been wronged:

    Mouche12 likes this.
  10. Mar 12, 2018
  11. Lauraabdn

    Lauraabdn Registered

    Hoo can anyone help me here am in a similar situation with slingo! They allowed me to withdraw last month I tried to withdraw tonight and they blocked my account due to having one on their sister site ( I wasn’t aware) will they refund my deposits since they have closed my account
  12. Mar 12, 2018
  13. dionysus

    dionysus can turn wine into water CAG MM

    I'm a Canucklehead
    its considered a big forum nono to cross post seeing as youve already begun a thread regarding this

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