Everygame Casino Classic - Player's winnings were confiscated.

I hit a $35,000 jackpot on one of the slots. EveryGame has a $2500 withdrawal limit every two weeks so I went ahead and requested the withdrawal. After days of waiting, they declined my withdrawal and took the entire jackpot away because "I redeposited winnings."

I’m sure there were some winnings in my balance that I used to pay for spins but I have also been consistently depositing my own money as well. I don’t understand how this is an issue. I played through the necessary wager.

The problem is that I received a bonus with the redeposited winnings, not just that I redeposited winnings. They are claiming I won this with an illegitimate bonus. However, they gave me the bonus and they deny bonuses a lot if you aren’t eligible for them so I guess I didn’t realize that I used "redeposited winnings." Another thing is that I didn’t even win this with the said bonus, it was gone hours before and I won the jackpot on my wallet, not the bonus wallet.

There’s your general wallet that you deposit funds into and then your chips (casino wallet). I think that they’re claiming I sold chips and then took that money from my wallet and repurchased chips so that I could get a bonus. My wallet has newly deposited funds, old deposits, and winnings all in one. Just to note, the only reason I keep money in there is because it takes minutes to deposit and takes like 2 weeks to withdraw, so I'm not going to withdraw until there's an amount that's worth it to me. I also use the two wallets things to keep myself responsible, so I buy chips for only the amount that I want to gamble and I sell some chips if I win so that I am always keeping some amount of my winnings to the side. Hope that makes sense, not trying to break any rules or game the bonuses by "redepositing." Just trying to be practical but I think that's what they're holding against me. I always play with this system and never a problem until I won a big amount.

Dear egkw,

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, so I can understand the whole situation completely. Do I understand correctly that you didn't have any active bonuses when you won the jackpot? Could you please clarify how much money you currently have in your casino account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Hi,

Yes I did not have any active bonuses at the time of winning. I had accepted a daily deposit bonus when I bought chips prior to winning and by the time, I had hit the jackpot, my bonus balance was at $0, meaning I was playing with my own deposits and winnings.

$34,902.50 was removed from my account and my balance is now at $300. They did not even take any other money away that I won on that bonus, just the jackpot. If I truly broke that rule, I must’ve been breaking it more often than just that one time so why just take the jackpot? I did not even realize.

The only other thing I have is this screenshot from immediately after I won:

As you can see here, I had a wager requirement because I had accepted a bonus earlier, but my bonus balance was and had been at 0. I played through that wager and then went to withdraw. I waited about three days before they removed the jackpot from my balance and rejected it.

Thank you very much, egkw, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello egkw,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Everygame Casino Classic to join the conversation and participate in the resolution of this complaint.

Dear Everygame Casino Classic,

Can you please provide more information about the decision to confiscate the player's winnings?

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello egkw,

I have since made contact with the casino via Skype and I am awaiting further information, so I will extend the timer once more.

Kind regards,

Adam

Hi there,

At Everygame Casino, we strictly enforce a policy that prohibits players from depositing funds into their casino account, claiming a bonus, withdrawing any winnings, and then redepositing them to claim an additional bonus on the same funds.

This issue arose recently with a player who engaged in this behavior multiple times. On November 9, the player deposited $100.17 into their Everygame account, the maximum amount eligible for bonus consideration.

In her email, the player explained, "The problem is that I received a bonus with the redeposited winnings, not just that I redeposited winnings. They are claiming I won this with an illegitimate bonus."

Indeed, the player should not have used bonus funds obtained by redepositing winnings into her casino account, a practice akin to 'double-dipping' on bonuses.

Our rules, clearly outlined at classic.everygame.eu/pages/bonus-terms, specifically section 3.8, state that funds withdrawn and then redeposited into a casino account are ineligible for any bonus.

Consequently, while the player's legitimate winnings remain in the account, any amounts perceived to have been won from bonuses for which she was ineligible have been removed.

Hello Everygame Casino Classic,

Thank you for your response. I am not sure I understand fully - the player has deposited, claimed a bonus, accumulated winnings, and then made a withdrawal. They have then repeated this process and that is the reason for confiscating their winnings?

If this is correct, has the player claimed a bonus that they were not eligible to claim? Is the player warned of their ineligibility in some way, or are they somehow blocked from claiming bonuses they shouldn't be claiming?

Kind regards,

Adam

Hi there,

We have a clear rule that players cannot move funds into their casino account and claim a bonus, withdraw any winnings, and then redeposit them into their casino account and claim an additional bonus on the same money.

The rules are clearly stated:

classic.everygame.eu/pages/bonus-terms

3.8 Funds that are withdrawn from the casino account and then re-deposited will not be eligible for any bonus.

The legitimate winnings were left on the account, anything that was deemed to have been won from bonuses she was not eligible for were removed.

Apologies to the player, but the decision stands.

Hello Everygame Casino,

Thank you for your response. Could I ask you to please explain the reason for having this rule? If a player is not allowed to use a bonus, how have they been allowed to claim it?

Kind regards,

Adam

Everygame does not permit players to transfer funds back and forth between their associated products to claim multiple bonuses associated with the same funds. This is clearly stated in the terms of use. If a player does utilize this behavior, Everygame reserves the right to deny any winnings obtained from such actions.

Thank you for your response, Everygame Casino.

While we can understand that this kind of behavior may not be welcome at the casino if a player has exhibited this pattern for a certain period of time, we believe that bonuses should only be given to eligible players. In this case, we believe that once it's detected that a player's been withdrawing their winnings, re-depositing to get a bonus, over and over again, they should lose eligibility for future bonuses, instead of having winnings confiscated from a bonus which they were allowed to claim.

Can you please clarify what you mean when you say "transfer funds back and forth between their associated products"?

Kind regards,

Adam

The Everygame platform utilizes a central wallet where deposits are made. Once a deposit is accepted, players are free to use their funds in any of the associated Everygame products. Each product has its own set of promotional offers; however, players are not permitted to move funds in and out of one or more of the products and claim promotional offers if the same funds are being used to claim bonuses more than once.

Thank you for explaining, Everygame Casino.

As I understand the situation, you are stating that one deposit has been made and then used to claim a bonus in multiple products. I think at this point it would be easiest if you could provide us with the game and transaction history of the player, so we can see how they have deposited and which bonuses have been claimed. Can you please provide this information to my email, adam.m@casino.guru?

Kind regards,

Adam

Dear egkw,

There has been no further response from the casino, but I have made contact with a representative on Skype and the case is being looked into.

I will therefore extend the timer for 7 days while we await further information.

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi there,

Firstly, we want to emphasize our commitment to maintaining the confidentiality and privacy of our players' personal information. Therefore, we are unable to share specific details about any player's account or activities in a public forum.

With regards to the situation in question, it is important to note that the player in question did acknowledge in their original post that they had not adhered to a specific rule of Everygame. We understand that such admissions and the ensuing outcomes can be disappointing. However, our rules are in place to ensure fairness and integrity in all our gaming activities, and they are clearly communicated to all our players.

While we empathize with the feelings of frustration that may arise from such situations, the decision made in this case aligns with our commitment to upholding these standards consistently for all players. We encourage the player to engage with us directly for a more detailed discussion. This allows us to address their concerns in a manner that respects both their privacy and the rules that all players agree to.

We apologize for any misunderstanding and assure you of our dedication to fair play and transparency in all our operations. Our customer support team remains available for any further clarifications or assistance needed.

Thank you for your response, but the situation remains unclear.

It seems that you are stating the winnings have been confiscated due to the use of a bonus from "redeposited winnings". However, the player claims that the bonus was not used to accumulate the jackpot winnings and that it was her own funds she was playing with.

Please clarify the situation further, I still believe the easiest way to do so would be to provide the relevant histories as previously requested.

Kind regards,

Adam

Hello egkw,

There has again been no further response from the casino, I have reached out to them once more via Skype. In the meantime, please let us know of any developments.

We would like to ask Everygame Classic Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Hi Adam,

I have sent you an email.

Hello Everygame Casino Classic,

Many thanks for your email, I have responded hoping to clarify some details further.

Kind regards,

Adam

Dear egkw,

I am still waiting for a response to my last email to the casino but in the meantime, I would like to clarify some details with you also.

The casino provided a breakdown of your use of bonuses, and it seems that you have only deposited $100 back in November. Between then and December 6th, when you achieved the jackpot win, you have claimed multiple bonuses. Each time you have completed the wagering requirements for a bonus, you have withdrawn the winnings to your central wallet, and then transferred money back to the casino wallet to claim further bonuses.. Would you confirm that this information is correct?

The information from the casino also states that on December 6th, you received 3 different bonuses prior to winning the jackpot. Can you please explain if those bonuses had been completed before the jackpot was won and where the money used to win the jackpot came from - was it winnings from one of those bonuses?

Kind regards,

Adam

Dear egkw,

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.

Dear egkw,

As there has been no response from you we are unable to investigate further and have no choice but to reject this complaint as mentioned.

The complaint can be reopened at any time.

Kind regards,

Adam