I.S.A. Gaming Casino - Player’s winnings were cancelled.

Hi, 30.06.2019 isagaming canceled my whole balance (real money + bonus money) of 1489.45 EUR. I sent them an mail compalining about the limits they had palced on my account after one bet I placed, right before kick off on MLS. They proceeded to cancel my balance. They did this based on no rational explanation (or any explanation for that matter). As I hope you can understand, I want my balance credited back to my isagaming account. I placed four bets with isagaming, I did this in the time of three days. I will attach screenshots. Hope you can help me with this.

Dear Hans-Petter,

I’m sorry to hear your winnings were cancelled. Let me ask you a few questions to fully understand the problem. Which bonus exactly did you play with? You also mentioned there was no explanation from the casino. Have you tried all available ways to contact the casino? 

Best regards,

Peter

Hi, thanks for taking time to help with my compalint. 

I played with their welcome sports bonus (100 % up to 200 eur). i deposited 200 eur and got 200 eur in bonus. 

I have contacted them through chat three times. Each time they have said the managment would reply in internal messages. I never got any reply. Not by internal message, email or any other way. After two weeks of this I made a complaint with SBR, with their compalint form. After this, my account was blocked. I therefore can not log on to my account with isagaming anymore.

Hi Hans-Petter,

Thank you for you reply. What do you mean by "I sent them an mail complaining about the limits they had placed on my account after one bet I placed"? Is it possible that you broke the Bonus T&Cs?

Best regards,

Peter

I sent that email because I saw it as unfair to limit me to max 90 eur, when I had to wager 4000 eur in the space of 20 days.  This was after one bet.

 I can not see any wrongdoing per Bonus T&Cs or general T&Cs (https://www.isagaming.com/#/promos/?slug=chinese-poker&news=201522.).

Hi Hans-Petter,

Thank you for you response. I contacted the casino and we will now wait for a reaction.

Best regards,

Peter

We would like to ask the I.S.A. Gaming 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’.

Hi Hans-Petter,

I tried to contact the casino repeatedly but I wasn't successful. It seems the casino is not interested in resolving the complaints publicly. Since there is no gaming authority to regulate the casino‘s online gambling services to turn to, there is not much we can do. We can only display the complaint on the casino’s review page and close it as unresolved. I understand this isn't a satisfactory solution and you would prefer your winnings. However, this will negatively influence the rating of the casino which could eventually lead to changing their approach. I’m really sorry I couldn't be of more help. 

Best regards,

Peter