6Black Casino - Player’s withdrawal has been cancelled.

i have had confirmation emails to say that the payment would be made. I have been on live help and spoken to them and they said it was being paid. I have just checked my account history and the cancelled the withdrawal which I have also taken a picture of. All of my details they asked for were verified so I can’t understand why they would send an email to say it was being paid out then cancel it. They are now not answering any emails. I have sent another one this morning. 

Dear Jane,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. From the screenshots that you sent us it’s clear that you have submitted your withdrawal request (Feb 22nd ) successfully and that your documents have been verified (Feb 24th), but there is no confirmation about withdrawal being approved and will be paid. Please could you confirm that you have accumulated your winnings from a bonus play? Please forward me a link of the specific bonus, so I could check promotional terms and conditions. I hope we will be able to help to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Jane, please could you advise how much you have deposited, as there is a maximum win limit 20 x the amount of the deposit.

Additionally, please confirm that you didn’t play any other game than slot machines, as it states: "Bets placed on all games other than slot machines will be deemed a violation of the terms and conditions, your bonus and winnings will be voided". In other words, all the table games, poker games, scratch cards, live dealer games, etc. are strictly prohibited while wagering this bonus. 

Please let me know.

Hi Petronela

My deposit was €50 and I only played on slots nothing else. 
obviously the bonus was taken away as soon as I withdrew.

thanks 

jane 

Thank you very much Jane for providing all the necessary information. I will transfer now your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jane.

From all the information I can only guess that the casino found some breaching of their bonus T&C's. The best is to ask directly them.

If you have your betting history it would be great to send it here, I can check it.  

I want to ask 6Black casino representatives to clarify what's happened it this case.

Thanks

The betting history is so long as it’s all slots. Don’t know how it’s possible to send. What I can’t understand is breaching terms and conditions. it won’t let you cash out until terms are met. Then it takes any bonus it gave on top of initial deposit. How can it say that they are going to pay out then not with no explanation whatsoever. Then they just take the money that you have cashed out and don’t put it back in your account. 

I agree that casino should always explain to the player what happend when they void/confiscate the winnings. 

I trully don't know why casino didn't sand you anything. We will see what or if they write back here something.

Meanwhile, you could specify which exact bonus did you take? How many deposits did you make? Did you finish 40x wagering?

The bonus I took was this one. I can still click on it through the email they sent  
I think I only made 3 deposits. 

£280 in deposits altogether. 

I have got a reply from 6Black Casino Team.

Hi,

Please be advised that the player max withdrawal of 500EUR was paid on the 4th of March 2020.

The player source of winnings are:

• deposit ID 252926 of 50.00 EUR
• deposit bonus ID 252928 of 200.00 EUR
• free bonus of 13.35 EUR

Under term 13.6 If a player's accumulated deposit amount does not exceed €200, player will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €200 accumulated deposit amount.

The player total deposit at the time of the withdrawal is 150Euro. 

Regards

6Black Casino

It looks like you won from bonus play, but casino enforces this rule because your total deposits were under €200 when you got big winnings.

We dislike this rule a lot, but we tolerate this rule when it is used for bonus play.

If this is what happened then, I am sorry, but the casino has right to cap your winnings at €500 as they wrote.

But then what happens to the rest of the money it should go back into your account. This is disgusting. it is also shocking that If this is the case that it should allow you to withdraw. 

The rule of maximum winnings from the bonus is a common rule in the gambling industry. The casino offers you a good bonus but with a condition, that maximum what you can win is ten times what you deposit. So for you, the maximum amount what you can gain from the bonus play is €500, the rest of the winnings was void and deducted from your account. 

That should have been made clear before I withdrew my winnings and lost all of the money as I would possibly not have withdrew. 
It comes up and tells you that you can’t withdraw. It is disgusting that they can do that. 

As casino wrote:

Please be advised that the player max withdrawal of 500EUR was paid on the 4th of March 2020.

Did you receive this €500?

Yes I have checked and this was received. It was a different number to the original withdrawal 

Yes, that makes a sense, casino probably cancelled your original withdrawal which exceeds €500 and then made the new one with a correct value.

I still find it wrong that this is allowed to happen. Their customer service is shocking. No answer to my emails at all. They should have given me the chance to decide whether to bother doing the withdrawal or not. They also shouldn’t have allowed the original withdrawal in the first place. Will never play in their site again and would advise others not to. 

I can understand your frustration from the whole situation. If you check our rating, you could see that we know that this casino is far from good. But in your case, we believe that they act according to their rules and our fair gambling codex.

If you don't have any other troubles with this casino, I will close your complaint as "rejected."

Yes thanks just close it.