Non-Gamstop Casino - Player’s winnings have been confiscated.

I had recently won €4200 from my first initial deposit, this deposit included a bonus of 150% which stayed in T&Cs not to exceed a €2 bet amount, i played through half of my bonus and won €4200. Whilst in the playthrough unaware of the the TCs i increased my bet size to €5 and spun however i was told with a message on my screen i cannot do this as it violates my bonus after i saw this message i clicked close and reduced my bet size STRAIGHT away back down to €2. After i had won i followed all of the necessary steps to withdraw and completed my verification process. Today after requesting a withdrawal i received an email stating

"We inform you that the request for withdrawal of funds has been canceled. Reason: you have placed bets that exceeds the allowable value of wagering the bonus. 

Your winnings, which were received after the last deposit, have been debited."

whixh is not true i had decreased my bet size as soon as i saw the message but i strongly believe even after increasing the bet size and spinning ONCE the website allowed the spin to complete to make me fail my bonus without cancelling the obvious mistake of the spin. My €4200 winnings were won from a €2 bet. the €5 bet was 1 spin in which i decreased the bet size immediately after the message on the screen but how am i allowed to spin on a bet size i’m not allowed to and why does the message on the screen pop up straight away as soon as i press spin but not cancel the spin itself as it is prohibited?

Hello utopia1771,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Non-Gamstop Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Is it possible to forward your full betting history to nikolas.b@casino.guru?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes my account is fully verified from yesterday, i have been in contact with the casino and i have over 40 emails to and from them which i will forward along with my bets, The issue i have found is that i was able to place a single bet of €3.75 which forfeited my bonus, however this spin was followed by a warning stating anything over €2 a spin will forfeit my bonus so i decreased my bet size immediately for the next 100 spins in which i won €4219. However the issue is that the casino are very sly and allowed the bet of €3.75 to successfully go through even though the warning sign should have prevented it, either the warning sign should have been placed as soon as my bet size was selected to be increased or it should have bounced back my bet after i pressed spin and clicked okay on the warning sign. The casino have been very vocal with me replying within 10-30 mins today with over 40 emails however they state that the warning sign shows up as soon as the bet size changes and not after you spin without knowing the consequence. They stated that they believe in a fair game with no limit which is why they choose not to block bets which forfeit winnings from bonuses. But why would someone knowingly place a bet which would refuse all of their potential winnings ? This is a clear sign of the casino trying to prevent possible winnings from bonuses which in my case has saved them having to pay out €4219 from a €2 bet.

Quick Follow up:

I have just been made aware that the bet of €3.75 that exceeded the actual amount was from my own balance and my own initial deposit and did not use any Bonus funds, in fact i did not use any of the bonus balance before i won €4200. Therefore the bonus was never in effect, well it shouldn’t have been since i was able to cancel it and not have to wager any amount from the winnings i had won, if i had won with bonus balance i would of had to wager 45x €4200 but i did not need to meaning the €4200 was from my initial €150 deposit and they claim since i had a bonus active during this time my own deposit should have been limited to €2 a spin despite it being my OWN money which i can use however i would like

Hello utopia1771,

Please forward the betting history to my e-mail address as it is necessary to move forward in resolving this matter.

Regards,

Nick

Dear utopia1771,

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.

Hi, yes i am still awaiting the betting history from the casino at the moment

Hello utopia1771,

Isn't it possible to download or make a screenshot of your bets from within your casino profile?

Is the casino responding to your request regarding the betting history?

Awaiting your response.

Regards,

Nick

Dear utopia1771,

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.

We’ve reopened this complaint at the request of utopia1771. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear utopia1771,

Can you please clarify from which e-mail did you forward your request for the betting history (as you claim that you have included us in the e-mail) as I did not receive any from you regarding this matter?

Regards,

Nick

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.