Casino Extreme - Player's winnings have been confiscated due to an unintentional breach of terms.

First I play at extreme and it’s sister sites a lot. I rarely win enough to cash out but I have withdrawn small amounts at extreme with no problem. I was very surprised when I won over 3000.00. I was playing with a no rules bonus and I had met the bonus requirements so I went to cash out. For the first time ever I was prevented from withdrawing for kyc. I immediately sent them the documents. I emailed asking how long it would take and asked to make the withdrawal. I was not able to even request a withdrawal pending approval. They responded it could take several days.. So I continued to play. I am very careful to never bet more than 5.00 a spin and I had met the bonus terms so didn’t worry.

The last game I played was 777, I had never played it before. I bet 2.50 per spin. But I held part of the spin a few times not realizing this was considered a bet.

It was at the end of playing this game that I sent an email explaining I had never had to wait before and I felt like this was a stalling tactic. And almost immediately I received a response that they had lifted the kyc and I could request a deposit. I was happy and relieved because I like these casinos and I did not like to think they were trying to not honor the payout. I sent them a response telling them how thankful I was that they were the good faith casino I thought they were.

i am now pretty sure they only allowed me to request the withdrawal because I had finally given them a reason to deny it.

I do not feel like I breached the terms and conditions that says bonuses have a 10.00 wager cap. I had met all the requirements of the bonus and the cap should no longer apply. This game had nothing to do with my winnings or the bonus. Even if they think I broke the terms keeping everything I won just because they can and just because they know I have no recourse is bad business and bad practice. And I wasn’t the only one that broke the terms of our agreement, I play there because they guarantee fast payouts, if they hadn’t breached there terms I wouldn’t have unknowingly breached mine.

I will send the emails if you need them. I sent the id documents to them at 330pm asking to be allowed to make a withdrawal. The overbets occurred from 1124pm to 1136pm. The block on withdrawals was lifted at 11:59 pm. They waited until I made an unintentional and unknown mistake and used it as a reason to take all my winnings.

Dear Newmoney2006,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand the situation completely.

Could you please confirm if you passed the KYC verification?

Was the money requested for withdrawal locked when you continued playing?

Could you please advise how many overbets did you make? Did they all occur only after you requested your winnings from the bonus be paid out?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your response.

Best regards

Veronika

At 330 pm I had met the bonus terms. It was a no rules 1 x play through bonus. I had around 3700 balance all withdrawable. I went to withdraw and it stated I could not even request a withdrawal until I submitted a kyc form. There are no forms so I submitted the usual identification requirements. They said it would take around 48 hours to approve documents.

I have been playing at this group of casinos for years. I deposit frequently and I make occasional withdrawals this was the first time I was asked to do the kyc. I play at these casinos because they have instant withdrawal it is all over their site and it has never been an issue. I deposit exclusively with crypto and never had a problem.I have played at enough shady casinos so the change in withdrawal process was already raising alarms. I didn’t think they could find a reason to deny the withdrawal and if they did find something it would have to be for something I already did. I played off and on the rest of the day keeping the balance around 3000. It had been so long since I met the bonus requirements that I didn’t think it was an issue but I still never exceeded a 5.00 bet. The last game I played was 777 at 1124pm , first time I ever played it and my bet was 250 but during the game you have to choose what reels to hold and respin and I just did not consider this was increasing my bet. I knew it cost me to hold a reel but I did not think of that as a bet. Sounds stupid now.

while I was playing this game I had sent an email asking why withdrawal this time was different and reminding them of their instant withdrawal policy and how long I had been a customer. 10 minutes later they no longer needed to complete the kyc they just miraculously lifted the block on making a withdrawal request. I was so relieved, I mean yes I wanted the money but I like theses casinos and I really did not want them to become one of those casinos that will find any missed dot as a reason to keep your money. In reality they had found a reason to deny the withdrawal so they could now let me make the request.

i just want to say that I understand the need for policies to protect the casino and the player. But it is not spelled out that until you withdraw the money you are bound by the bonus terms and they are not using the vagueness of the terms to protect themselves they are using it as a tool to not pay the player. I met the bonus terms, playthrough terms and tried to make a withdrawal request but was blocked and hours and hours later I inadvertently broke a term that is not explicitly stated, changed nothing and so they don’t have to pay me anything?

Sorry this was so long, I know I will never see the money, but I hope others think hard about this group of casinos. In the terms and conditions it says they can confiscate winnings if you violate the terms it doesn’t say they have to, gambling always favors the house, not paying money to a customer who legitimately won it should be the very last resort for a fair casino.

You can close this complaint, it might have been an inadvertent mistake, but once the mistake was made their terms allow them to confiscate all of the players winnings and that is the end of it.

I realize people just accept these kinds of things as the price of playing online, but whether online or brick and mortar, an honest and above board casino does not actively look for reasons to confiscate winnings. In fact, they would not view a persons winnings as property of the casino. If they are honest and reputable and had to confiscate a persons’s winnings they would not keep the money. A lot of brick and mortar places donate confiscated winnings to problem gambler treatments. Online casinos profiting off these confiscated winnings is a scam that should automatically deem them untrustworthy. If they did not profit off your confiscated money they would probably find themselves working for their customers and not against them.

LAST words on this. You can delete the responses waiting for approval. I recognize these sites aren’t really casinos they are gaming sites and they aren’t there to help you keep their money. I have "won" a lot of big amounts while playing that I never left with. I also know no matter how many times I play on a site there are still stupid mistakes I’m going to make and they will get to keep everything. Like that 777 game. Any other time I would have thought it was sort of funny.

I don’t expect much from the sites I play on but the criteria they use to get you there and my one reason for choosing them should be expected. I play on sites that have instant withdrawal. Extreme and its sister sites advertise their fast withdrawal as their selling point. But even more than the instant withdrawal I would absolutely never play on a site that would make me wait 48 hours to even request a payout. I know my weaknesses.

i know the withdrawal process isn’t guaranteed and yes I know I had the choice to quit playing but as I said I know my weaknesses and choose sites where I can quit when I want. Blocking my withdrawal worked as intended, they get to keep the money. But they know it was not what they advertise and it was a very underhanded tactic even if it was not intentional. In the long run they will lose more than I did. I spend a lot at this group of casinos. Adrenaline is one of my very favorites and I spend crazy amounts there. I rarely play at sites that make me wait 48 hours to get my money after a request, but ones the block your ability to even request a withdrawal for 48 hours is an absolute no for me. Thanks.

Could you please forward all the relevant communication between you and the casino regarding this issue to veronika.l@casino.guru?

Have you been warned in any way that the bonus rules apply even after you finish the necessary wagering requirements?

Did you play with a deposit bonus or was it a no-deposit bonus?

Also, could you please advise if you have access to your gaming history (preferably in Excel)?

Bonus terms are in effect until cash out.

I did accidentally breach the max cash out.

My argument is that I attempted to cash out 8 hours before the breach and they prevented me from doing so.

i responded to this

and used the bonus. The bonus came with instant payout.

But even i didn’t get the cash out immediately If bonus terms are in place until cash out I should have been able to request a cash out.

Could you please send me your game history in Excel format? If you do not have it in your account, you are entitled to request it from casino support. My email is veronika.l@casino.guru.

Dear Newmoney2006,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.