Mysterious Confiscation /TouchCasino Cancels and Deletes Withdrawal!

SOS * Can someone help me here?

Following problem with TouchCasino (Gammix Ltd) :

7200 € in withdrawal requests canceled and deleted / reason: violation of the terms and conditions due to bonus conditions.

Confiscation trigger : Bets over €5 with bonus balance

I describe my approach:

On the night of July 29th, 2022 I registered at TouchCasino.

I won almost 2000 euros from 80 euros (+120 euros welcome bonus money) and gave them up for withdrawal. Unfortunately, I missed the bonus condition, which of course is entirely my own responsibility. I spun to 6€ and 7.50€ a few times in the session (unconsciously but okay I own my mistake) but didn't make any decisive profits for the payout (verifiable). Meanwhile, my account was successfully verified. I also often spoke to the support and they also informed me about bonuses and payouts. Too bad nobody told me that my money would be confiscated. So I was treated like a winner in chat even though you already knew you weren't paying out?

The next day I deposited another €120 and played. After I lost the €120 that I deposited again (WITHOUT BONUS) (account was not at 0 to a few cents), I canceled one of the withdrawal requests again and then made a total profit of over €9000.

In summary: Terms and conditions for bonuses violated, bonuses implemented and paid out. Nothing happens. Deposited money without bonus the next day, but didn't lose it all! Canceled a payout and made almost €9500 out of it. I wake up and see all withdrawal requests canceled with this email :

Hello,

We are writing to you regarding your withdrawal request of €7,194.00. Unfortunately we had to reject your withdrawal request due to a breach of our terms and conditions as you placed bets with an active bonus over the limit:

Therefore, your withdrawal request was rejected and the winnings made were voided. However, your original deposit has been credited to your balance. You are welcome to submit a new withdrawal request.

If you have any additional questions, concerns or comments, please do not hesitate to contact our customer service team.

Kind regards,

Payments cashier.

How should I proceed here? Are there perhaps people here who have contact with the Gammix squad?

You can't do anything there. Maybe they'll be accommodating if you ask politely. I don't think so. Since the casino is not located in Germany and their license is not German, German law does not apply.

Until now, casinos without a German license were still tolerated, but since July 1st even casinos are illegal. If you ask the German authorities for help now, it could backfire

**Update

Long written with the chat and based on these two points in the terms and conditions:

1.11. When using bonus money, no bets may be made that exceed the maximum bonus bet. Maximum bonus wagering is 5 EUR (or currency equivalent) per bet/spin or equivalent unless stated otherwise in the specific terms of each bonus promotion. Please note that it is your responsibility to ensure you are aware of the maximum bonus bet. In cases where wagers exceed the maximum bonus amount, an account may be reviewed and bonus funds confiscated.

1.8. When you participate in a promotion, both deposited funds and bonus funds become ""Bonus Balance"". When a bonus is active, the wagering must be completed or the bonus reset to zero in order for a withdrawal to be made. The only exception is if you just want to cash out your deposit. In this case the bonus funds and all winnings will be forfeited.

"1.3. Touch Casino reserves the right to add, remove or change any promotion/bonus details or terms and conditions."

With 1.3 we know that the casino can do whatever it wants. With the registration I have accepted these terms and conditions. The casino sees exactly what I've done in my history and anyone can look at my game history. If there is any indication of abuse of promotions or bonuses I would accept it. I accidentally turned the bonus money to more than 5 euros a few times, won with it, implemented everything and paid out 2000 euros. Then I deposited another 120 euros and lost almost everything. €1000 withdrawal request canceled (1000 was still in the pipeline for withdrawal) and continued playing. Won up to 9000 high. Sent 7200 to pipeline for withdrawal and went to sleep. I wake up all gone because I supposedly won with bonus money. I'm thinking okay, sorry, confiscate the €2000 I played abusively. Why is all the money confiscated? Especially if the entire bonus money has been converted beforehand and is ready to be paid out as real money and I even deposit 120 EURO without bonuses and gamble away?

Logic, humanism and empathy are all missing here...

1.3. Touch Casino reserves the right to add, remove or change any promotion/bonus details or terms and conditions."

This is exactly why the Curacao license is so popular. Is more or less a blank sheet of paper l. Everything can be changed quickly. I sometimes play Lucky Star Io which is also part of gammix and never had any problems. Gambix is ok. . I think they just have to be tough. If you had written yesterday that they were accommodating and then paid you out, then all hell would have broken loose with support today. *WHY DID HE GET THE MONEY AND I DON'T......

Hello,

seems like this Touch Casino is not on our list of casinos yet.

Can you share the link, please?

We should review this casino at once, I'd say. In the meantime, you can check how we proceed with such an evaluation:

https://casino.guru/our-casino-reviews

Hello,

www.touchcasino.com (Gammix Ltd) they are new.

Hello.

Thank you very much - will forward this site to our Data Team immediately. 👍

Thanks also to everyone for your feeds.

In summary, I would like to state again that

• Software technology in this casino does not harmonize with the terms and conditions (technically it is possible to place higher bets with the bonus money than is permitted in the terms and conditions.) -> Clear scam around the customer, possibly in an intoxicating endorphin-heavy game round let go with 100% guaranteed profit for the casino.

• T&Cs and software engineering were intentionally adjusted to generate blame from player responsibility. The implementation of the GTC guidelines are not specific and will not be proven in detail on request. -> According to the terms and conditions, the casino has the right to confiscate winnings that come from the bonus money. (However, the casino does not mention how much % is confiscated. Here I completely lack the transparency for the customer! For me, an intentional unclear presentation of the terms and conditions to ensure enough leeway for the casino. (Example: Terms and Conditions for Bonus 1. MaxBet for Bonuses 5€ 2. The customer is responsible for informing himself about the bonus conditions - This is by no means a justification as to why it is technically possible to go over the MaxBet with bonus money -----> essential for player protection and here it is not given !)

• In addition, the casino and their support department is not willing to compromise and certainly not willing to pay out any part of a win's although it has not been proven that all winnings originate from the bonus money or are even tied to it. Claiming that all of the winnings actually accrued over multiple sessions and deposits came from the bonus money is a 100% provable charge and confiscating all of the winnings is unacceptable behavior.
• lack of empathy and insufficient customer service when dealing with potential friendly regular customers

I forwarded this source of information as well.

Hi maestro808,

thank you very much for sharing your experiences with Touch Casino. I am very sorry to hear about your difficulties. Although we believe that a good casino should enforce maximal bet limitation while the bonus is active, so the player is not allowed to breach such a condition by the system, it is not industry standard nowadays. Usually, the winnings are indeed confiscated when it is breached, but in Casino.Guru, we believe similar cases should be evaluated individually.

We are just working on the review of the Touch Casino, I will certainly reach you when it is finished. I would highly appreciate it if you can submit a complaint, then we can check your game history and provide our opinion on the case. 

Let me know if you have any questions.

Best regards, Jozef

jozef.k@casino.guru

Hello Jozef,

thank you for your answer and thank you for all your efforts for me and the matter. Should the complaint be opened via the CasinoGuru complaints page?

I have already submitted 2 complaints to : Online Gaming Support - Malta Gaming Authority (mga.org.mt)

1. Complaint - "Unfair Confiscation without clear proof - Sessions from 29th of July until 30th of July To much real money was confiscated too without sense"
2. Complaint - "software technology does not harmonize with terms and conditions"

Hi,

since you have already reached the MGA, we cannot interfere, but I am quite curious about how they decide on this matter. I would highly value if you can inform us about the outcome.

Hello,

I haven't reached anyone at the MGA yet. I have only submitted two complaints for which I have not yet received a confirmation email. Whether the MGA is already working on the matter remains uncertain for the time being. This will probably be delayed as well, since in my case the game history must also be taken into account and checked.

I'll get back to you as soon as something comes from the MGA.

Hello,

still no response from Touchcasino, no response from the MGA Authority and also no response from the community. I realize I've been left completely alone. I had hope that someone could help me here but unfortunately also in vain.... It seems that I am alone...

Hello,

sadly, you chose to contact the licensing authority and have not submitted any complaint here. Allow me to remind you" since you have already reached the MGA, we cannot interfere"

It may take several weeks to get some response, sadly - even more.

Furthermore, I can't imagine how can the community help you now. 🤔 I'm sorry.

Wait for a response from the MGA, they should respond. I used the services of this organization. If the question is put correctly and there is evidence, then you will receive an answer soon.

I read your post above and I have some questions. I understand that you noticed that the RTP of the games does not match the declared value? Is it so ? Did I understand correctly? This is a serious question and it is worth talking about it always.

Hey, it's been over 5 weeks now and I still haven't received a reply. Not even a confirmation at all. I have tried my best to present my expertise in as much detail as possible. Everything seems to be in vain.

If the terms and conditions and technology simply do not match, then everyone should know that the casino intends to do this so that such small mistakes on the part of the player become fatal. Professionalism and authenticity seems to be a foreign concept for most casino operators. Pity..

This is exactly why "customer supporters" are hired. To meet the needs of the players. It is not service if problems are ignored or delayed. Just so as not to overload the support traffic, showing no goodwill does not justify the cartel-like procedures of the casino operators.

If you provide live support chat and boast that you are willing to tackle all players' problems in different languages and take care of your players in a solution-oriented manner then you should do so, which was not the case for me. This is exactly why the casino has no seriousness and 0 transparency, which of course raises the suspicion that the intentions of the casino operators are not just gaming pleasure accompanied by immoral marketing moves.

I am absolutely with you Unfortunately, a Curacao license allows such procedures. In the forum post "Viggoslots general discussion" we took a closer look at the Curaco license system. With "cartel-like" you're right.