HeyCasino! - Pelaajan voitto on mitätöity.

Hey!

It is so that I played via heycasino.com and I was lucky and won 29000euro. But then they locked my account and blocked my account and canceled the withdrawals. I first received an email that they needed my bank details and that there were problems with the payment provider. I gave them all bank details and cooperated. I received no information about what happened or why they locked the account. After a few days and a lot of emails from my side, I got an answer. They say that there was a malfunction in the game I played and igp has asked for the money back, and they unlocked my account with 0.42 euros left. Sure, maybe I got a few more free spins than usual, but it also says on their website that customers get more free spins over time.

It says they have taken back the profits from fraud. Do you think there is any chance for me to get any of the winnings? It was winnings of money that I bet for a few hours so not a big profit. Am I not entitled to any% of the profit?

Should I report this to arn or do you think I have no chance?

This is a game at heycasino.com

Regards Caroline Nilsson

caroline.nilsson83@live.se

Hej! 

Det är.så att jag spelat via heycasino.com och jag hade tur och vann 29000euro. Men så låste de mitt konto och spärrade mitt konto samt cancellerade uttagen. Jag fick först mail om att de behövde mina bank uppgifter och att det var problem hos the payment provider. Jag gav de alla bank uppgifter och samarbetade. Jag fick ingen information om vad som hänt eller varför de låst kontot. Efter några dagar och massa mail från min sida fick jag ett svar. De säger att det var malfunction på spelet jag spelat och igp har begärt pengarna tillbaka, och de låste upp mitt konto med 0,42 euro kvar. Visst så kanske jag fick några fler freespins än vanligt men så står det även på deras hemsida att kunder får mer freespins med tiden. 

Det står att de tagit åter vinsten för fraud. Tror ni att det finns någon chans för mig att kunna få något av vinsterna? Det var vinster av pengar som jag satsade under några timmars tid så ej en stor vinst. Har jag inte rätt till någon % av vinsten? 

Ska jag anmäla detta till arn eller tror ni jag är chanslös? 

Detta är spel hos heycasino.com 

Mvh Caroline Nilsson 

caroline.nilsson83@live.se

Hello Caroline,

Thank you very much for submitting your complaint and I¨'m really sorry to hear about your issue with HeyCasino!

Before we would try to contact the casino about your voided winnings, I would like to ask you a few more question to specify the case as much as possible.

Did you use bonus money or spins to get the big winnings in the casino? Were you verified in the casino? Did you have any withdrawal request in the casino before?

Also please could you specify the "free spins" glitch which you described before? What exactly happen?

I'm not really sure how will this case escalate yet, but we will try our best to help you out. Most of the casinos are protected by a term and condition where if the player noticed any error in the system, they should stop playing and report it.

Looking forward to your answer.

Regards,

Nick

Dear Caroline,

We haven't hear from you in a while. Please note that if we won't get any respond within the next 7 days, your complaint will be rejected.

The complaint will be now rejected for the above mentioned reason.