Ripper Casino - Player's winnings were confiscated due to accepting a bonus during withdrawal.

I deposited money into this casino and won $3000. I withdrew $1800 and played the rest of my winnings. During the period that I was waiting for the withdrawal to process the casino offered me a $25 bonus which I accepted and played. Because of this the casino advised my withdrawal was not approved and my winnings forfeited because I had breached their terms and conditions by accepting a bonus during a withdrawal period. A policy I was not aware of. I believe they sent me the deposit so I would unknowingly accept it so they did not have to pay me my winnings. This is unacceptable and I wish to make a formal complaint.

Dear 5gjpcnsw86,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

Am I correctly assuming that the casino accused you of breaching the following rule?

25.Players with one or more pending withdrawals currently in their account are not eligible to receive any bonuses, promotional or otherwise, until such withdrawals are either processed or cancelled. Abuse of this policy, as defined by the casino, may result in cancellation of the player's winnings.

Could you please specify how exactly did the casino offer you a $25 bonus? Was it by email, was it visible in your profile or was it offered by customer support? Were you warned in any way that accepting the bonus would result in the cancellation of your winnings?

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

Best regards

Veronika

Hi Veronika

Thank you for your reply and appreciate you looking into my complaint.

Yes correct, that is the rule the casino accused me of breaching. I was offered the $25 bonus by email. There was no mention on the email that if i accepted the bonus my winnings would be forfeited. I can send the correspondence if required. Please let me know if you need any further details.

thanks again for your help.

Corey wagland

Please forward the email with the $25 bonus offer as well as any relevant communication between you and the casino about this issue to veronika.l@casino.guru. Thank you.

Emails have been forwarded to you.

thank you

Thank you very much, 5gjpcnsw86, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, 5gjpcnsw86,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, while we will wait for the casino's response, can you please provide me with this information:

• Confirmation that your deposit was returned and lost by playing in the casino - it is enough to confirm it in this thread
• Since it does not make sense that the email with the bonus offer from the casino was provided to us from a different email, and I can see you use Gmail - please, send me the email with the bonus offer as follows - log into your Gmail account on a PC using one of the most common internet browsers, click mouse right button on the email with the offer, and send it to my email address (branislav.b@casino.guru) by choosing "Forward as an attachment" in the drop-down - not the forwarded email, but the original email from the casino sent to the email address registered with your disputed casino account

Looking forward to hearing from you.

Now I would like to also invite Ripper Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Ripper Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the withdrawal been denied and why have the winnings been confiscated? Why does the casino have such a rule at all? Were any other casino's rules (apart from rule 25) breached?

If we are talking about a breach of another of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear 5gjpcnsw86,

I recently received the following information from the casino:

• The casino apologies to you for the inconvenience caused
• After a thorough review of the situation, a decision has been made to return the confiscated winnings to your casino account; according to the casino, this should be the best way to make things right
• The casino's current rules do not allow claiming bonuses during a pending withdrawal, and they have already started working on improving these rules and their system to prevent such issues in the future since their aim is to ensure a smoother and more enjoyable experience for all our players
• The casino needs your confirmation, that you are OK with the suggested solution

Once you confirm the solution (returning the confiscated winnings), I will inform the casino about it. After the subsequent confirmation from the casino, I will provide you with an update, and your casino balance should be adjusted accordingly.

Could you please confirm you agree with this solution?

Hello Branislav. Thank you for your assistance with this and yes I confirm i agree with the suggested solution.

Thank you

Corey W*****d

Thank you for your confirmation, Corey.

The casino was informed about it, and I am currently waiting for an update from them.

To keep track of the complaint processing time, I will set the timer for the casino.

However, once I have any news, I will inform you here.

Thank you for your patience and understanding.

Dear Corey,

Great news is here.

I was received with an update and confirmation from the casino:

• The customer's account was credited with the winnings, and an email was sent additionally to advise on the changes

Can you please check your disputed casino account and the inbox of the email address in question, and confirm the provided information?

Was your issue sorted out, and I can consider the complaint successfully resolved, or is there anything else we could help you with?

Are you going to withdraw your balance from the casino? If yes, would you like me to wait until it is completely processed and withdrawn?

Hi Branislav

Yes great news. The casino has credited my casino account with the winnings. I have now withdrawn this amount and expect this to take a week to be credited to my bank account. I don't expect there will be any further issues from here and consider my complaint successfully resolved.

I would like to thank you so much for helping me with this case, i am very grateful for your assistance in resolving my complaint.

Many thanks

Corey

Great, Corey. Thank you for confirmation and for using the Casino Guru complaint resolution centre. Based on the update provided, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Although only outside the thread, thanks also to the Ripper Casino team for their help and cooperation.

Best regards,

Branislav, Casino.Guru