jaaneh Posted 1 April, 2017 Share Posted 1 April, 2017 I recently signed up through an affiliate which offered a non-sticky Welcome bonus and made a deposit to Hello! Casino of NOK 1,000 and also accepted the NOK 1,000 bonus after reading through the terms associated with it. Deposit image- http://i.imgur.com/Ep5viOc.png Welcome bonus T&C - http://i.imgur.com/aCfSQd5.png As you can see by this screenshot of the terms associated by the Welcome bonus. (vi) states: "The maximum bet allowed while the Welcome Bonus is in play is kr50." - Which is fine, I thought, because I never hit the bonus balance. As the hour went on, I hit a big win in the slot Dead or Alive, of NOK kr30.586,00 on a kr9 stake. Note that this is still on my Cash balance, as I didn't hit the bonus money yet. Balance - http://i.imgur.com/cYzrJ2q.png Translated "Account balance" and "Bonus balance" At this time I wanted to cash out my winnings, so I decided to round off my balance from kr32,899 to kr29,000 before doing the withdrawal. When doing this round off I played the slot "Mega Moolah" where the max bet is kr62.50, I went with this bet thinking it was OK since I never hit my bonus balance, as I should be free to use a bet size of my own choosing since I am still playing with my own cash. Because of these bets at Mega Moolah being above the kr50 limit that they supposedly set on my own cash balance, my withdrawal was declined and my winnings confiscated. My original deposit of kr1,000 was returned. I will also add that the reason why I think this is wrong is that other casinos I have played at, with a bonus as well, gives me the right to decide whatever bet size I wish to use as long as I am still on my own cash balance. The following image shows my account details, also showing that my cash balance/withdrawable funds are kr32,893.15.http://i.imgur.com/hbfkqnQ.png The following image shows me withdrawing kr29,000, my bonus being taken away after withdrawing my cash, withdrawal being rejected and confiscated, also shows me getting my original deposit of kr1,000 back.http://i.imgur.com/XsXrFdJ.png I believe the T&Cs are very shady, not worded correctly, and lure players to come play. I fully believed I was in the right by increasing my bet size after the winning as I was still playing with my own cash. Hope that my complaint against Hello! Casino on AskGamblers.com will shed some light on the situation. Link to comment
Ziggy Posted 1 April, 2017 Share Posted 1 April, 2017 Report them immediately to an appropriate Gambling Authority. Also, launch the ADR proceedings, but before, send them a formal letter 'Without Prejudice' and give them 3 working days to proceed your funds. If they fail to do so, you can go to IBAS or any other relevant independent adjudicator. If that fails, sue them. Online casinos are thieves, so before you deposit, remember that. I am currently suing one of the 'well known' online casinos myself. Link to comment
jaaneh Posted 1 April, 2017 Author Share Posted 1 April, 2017 1 hour ago, Ziggy said: Report them immediately to an appropriate Gambling Authority. Also, launch the ADR proceedings, but before, send them a formal letter 'Without Prejudice' and give them 3 working days to proceed your funds. If they fail to do so, you can go to IBAS or any other relevant independent adjudicator. If that fails, sue them. Online casinos are thieves, so before you deposit, remember that. I am currently suing one of the 'well known' online casinos myself. Thank you very much for this. I've considered going this route, but I'll wait and see what happens on AskGamblers when my complaint is approved. Do you by chance have links to the appropriate sites I could go through? For ADR, IBAS etc? Would appreciate it a ton. Link to comment
Skylined87 Posted 1 April, 2017 Share Posted 1 April, 2017 The maximum bet allowed while the Welcome Bonus is in play is €5. Should You bet higher than this while the Welcome bonus is in play, the casino reserves the right to confiscate all winnings. It says while bonus is in play which should mean that if you start wagering your bonus you cannot bet higher. I do think you have the right to your winnings and you should definitely pursue this. But then they also say: (ii) Placing single bets in excess of 10% of the value of the bonus credited to Your account until such time as the wagering requirements for that bonus have been met. For example, if you received a bonus of €200, then the maximum bet that can be placed is €20. The 10% rule does not apply if the bet size is less than €5. Please note, this clause does not apply to the welcome bonus, as bet sizes are covered under clause 7 of the Welcome Bonus Terms. At management discretion this clause can be waived on a player by player level. They have like 3 pages of conditions and it's easy to get lost in the terms, however I think you did nothing wrong. You might wanna raise PAB at Casinomeister, they're very helpful in situations like this. Also, I would advise you to contact the Affiliate from which you signed up under, it should be after all their obligation to help players for the casinos they're promoting (in my opinion). Good luck and let us know how it goes Link to comment
jaaneh Posted 1 April, 2017 Author Share Posted 1 April, 2017 22 minutes ago, Skylined87 said: The maximum bet allowed while the Welcome Bonus is in play is €5. Should You bet higher than this while the Welcome bonus is in play, the casino reserves the right to confiscate all winnings. It says while bonus is in play which should mean that if you start wagering your bonus you cannot bet higher. I do think you have the right to your winnings and you should definitely pursue this. But then they also say: (ii) Placing single bets in excess of 10% of the value of the bonus credited to Your account until such time as the wagering requirements for that bonus have been met. For example, if you received a bonus of €200, then the maximum bet that can be placed is €20. The 10% rule does not apply if the bet size is less than €5. Please note, this clause does not apply to the welcome bonus, as bet sizes are covered under clause 7 of the Welcome Bonus Terms. At management discretion this clause can be waived on a player by player level. They have like 3 pages of conditions and it's easy to get lost in the terms, however I think you did nothing wrong. You might wanna raise PAB at Casinomeister, they're very helpful in situations like this. Also, I would advise you to contact the Affiliate from which you signed up under, it should be after all their obligation to help players for the casinos they're promoting (in my opinion). Good luck and let us know how it goes I agree it's easy to get lost in the T&C - As for what their support told me, the only rules that applied to me are in section 7, as I was on my Welcome bonus, other terms were for other bonuses or for non-bonus deposits. My bonus was on €100, and the highest bet I ever did was €6..25 - So even then I should be fine. I've created a complaint on AskGamblers, and also sent an email to the UK Gambling Comission. I don't expect much from the, but they might lead me in the correct direction. I have also been in contact with the affiliate, but their affiliate manager have given me the same reply as Hello! Casino support has. I'll also take a look at Casinomeister, thank you! Link to comment
Skylined87 Posted 1 April, 2017 Share Posted 1 April, 2017 11 minutes ago, jaaneh said: I agree it's easy to get lost in the T&C - As for what their support told me, the only rules that applied to me are in section 7, as I was on my Welcome bonus, other terms were for other bonuses or for non-bonus deposits. My bonus was on €100, and the highest bet I ever did was €6..25 - So even then I should be fine. I've created a complaint on AskGamblers, and also sent an email to the UK Gambling Comission. I don't expect much from the, but they might lead me in the correct direction. I have also been in contact with the affiliate, but their affiliate manager have given me the same reply as Hello! Casino support has. I'll also take a look at Casinomeister, thank you! What I ment with Affiliate was, if you signed up through a streamer, you should contact the streamer to help you out as they're usually closer to casinos they're advertising. Link to comment
jaaneh Posted 1 April, 2017 Author Share Posted 1 April, 2017 27 minutes ago, Skylined87 said: What I ment with Affiliate was, if you signed up through a streamer, you should contact the streamer to help you out as they're usually closer to casinos they're advertising. That's what I mean too, I did talk with them. They got the same reply that I did from support. It won't be overturned. Link to comment
jaaneh Posted 1 April, 2017 Author Share Posted 1 April, 2017 Received an update from AskGamblers. They cannot help me as they see it as a breach of some other T&Cs Not really sure what to do now.. Link to comment
zzzap13 Posted 2 April, 2017 Share Posted 2 April, 2017 I think the casino is right unfortunately. The confusion, in my opinion, comes from the two seperated balances. As on most casinos, bonus and real cash mix, and will stay that way until wagering is completed. This means you play the bonus right from the start. I have no knowledge abuot this specific casino. I'm only guessing what might have gone wrong, based on the information posted in previous posts. Regards, zzzap13 unnuhuhjkom Link to comment
Tombha Posted 2 April, 2017 Share Posted 2 April, 2017 thank god i will never ever ever ever join and deposit any money at all in that casino. sucks that it happened, hope you get your cash, Link to comment
Badazzbear1 Posted 2 April, 2017 Share Posted 2 April, 2017 as skylined87 said, id contact casinomeister. ive had dealings with askgamblers with a valid complaint and they refused to look into it. Best bet for these kind of things is casinomeister IMO. gl and i hope this can be resolved for you Link to comment
LetsGiveItASpin Posted 3 April, 2017 Share Posted 3 April, 2017 Sad they treat their players like this, even if it's a breach minor ones like this really shouldn't be punished. Hope you'll get it back All the best, Kim Link to comment
EnglishGuy Posted 3 April, 2017 Share Posted 3 April, 2017 The thing i don't understand about this amount of bet.. is... they control the computer that allows you to place a bet. why do they rely on you reading complicated T&C's so you have to self limit yourself. then when you want to cash out, refuse to pay up.. Why doesn't their computer limit your bet. ? Link to comment
Skylined87 Posted 4 April, 2017 Share Posted 4 April, 2017 19 hours ago, EnglishGuy said: The thing i don't understand about this amount of bet.. is... they control the computer that allows you to place a bet. why do they rely on you reading complicated T&C's so you have to self limit yourself. then when you want to cash out, refuse to pay up.. Why doesn't their computer limit your bet. ? Some casinos offer max bet protection (i.e. Videoslots) and I also think they have bonus protection so you don't go over. I think same is on LeoVegas. But some casinos just love screwing people over... Link to comment
Ziggy Posted 27 April, 2017 Share Posted 27 April, 2017 People get tricked into thinking that if T&C's state something, that is the end of it. No it is not. There is a thing called Consumer Rights Act 2015 (for UK players) and also EU Treaties and regulations that forbid unfair terms. You can always challenge them. Remember, when drafting those terms, the casino is trying to minimise the losses and very very often, they breach the basic principles of contract law. Link to comment
SKRAPIIII - Q-10 EDITING Posted 6 May, 2017 Share Posted 6 May, 2017 I'll definitivly stay away from Hello! So sad that they would threat a player like this.. Hopefully a representative from the casino will see this thread and maybe come with a respons? Good luck getting your money! Hope it all works out. Link to comment
jaaneh Posted 11 May, 2017 Author Share Posted 11 May, 2017 After about a month and 1-2 weeks since this incident, I just received this email: Super happy that they came to their senses, and decided to give me the cash back. I have provided them with all needed documents and requested the withdrawal. I will update here again once I receive the funds! I opened multiple complaints towards Hello! Casino on different sites, including AskGamblers, ThePogg, and CasinoMeister,. I've also spoken to the UKGC and eCOGRA. Even though these complaints were either rejected or refused by the sites, and/or the Hello! representatives, I'm sure it gave them a reason to check on my situation again. Again, thank you for your comments, and I will let you know once I have been paid in full :-) Jan Link to comment
LetsGiveItASpin Posted 11 May, 2017 Share Posted 11 May, 2017 Great news buddy, happy it worked out Link to comment
jaaneh Posted 19 May, 2017 Author Share Posted 19 May, 2017 Happy to say that I've received my 28,000 Link to comment
the_68 Posted 20 May, 2017 Share Posted 20 May, 2017 15 hours ago, jaaneh said: Happy to say that I've received my 28,000 Great news! Congrats. Link to comment
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