Skol Casino - Player’s bonus winnings have been voided.

Skol’s promotional team approached me via email, saying i could quote "double up my deposit" (have both physical and technical evidence to strengthen this claim) and i repeatedly asked online chat support (also can provide transcripts) where employees told me that bonus money will be available for withdrawal after wagering amount was met. Considering this, I think it would be fair to pay out my winnings on your website (2000EUR) since Skol employees made false claims about advertising opportunities.

Skol decision about confiscating money without any warnings prior (when I made 1st and 2nd deposits and lost deposited money there was no issue there for some reason) is both unfair and against your own and licensing bodies principles.

I would greatly appreciate if i can receive follow-up email as soon as possible, considering the fact that i really dont want to lose the money i won fairly (2000 EUR) over 50 euro bonus money i recieved.

Your promotional team approached me via email, saying i could quote "double up my deposit" (have both physical and technical evidence to strengthen this claim) and i repeatedly asked online chat support (also can provide transcripts) where your own employees told me that bonus money will be available for withdrawal after wagering amount was met. Considering this, I think it would be fair to pay out my winnings on your website (2000EUR) since your employees made false claims about advertising opportunities, which falls under the "False advertisement" clause and is against guidelines of both MGA and UKGC. If we can settle this disagreement (which is bullshit we both know that, i've had dealings with many casinos before and currently work for 6 of them tbh), i will file both formal and informal case complaints in both licensing bodys of White Hat Gaming LTD (MGA and UKGC). 

Your decision about confiscating money without any warnings prior (when I made 1st and 2nd deposits and lost deposited money there was no issue there for some reason) is both unfair and against your own and licensing bodies principles.

I would greatly appreciate if i can receive follow-up email as soon as possible, considering the fact that i really dont want to lose the money i won fairly (2000 EUR) over 50 euro bonus money i recieved.

Dear Fullchicken,

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. Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated? If there’s any relevant communication, please forward it together with your bonus history to petronela.k@casino.guru.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Thanks, will do as told

Thank you very much, Fullchicken, for the forwarded emails. I have checked the general bonus terms and conditions. Do I understand correctly that the following rule has been used to justify your winnings' cancellation?

https://www.skolcasino.com/promoterms

"5.12

Players from a Restricted Territory (as defined in the Website Terms) and, for the avoidance of doubt, the following countries are not permitted to receive the first deposit bonus (welcome bonus/opening offer) and or any deposit bonuses unless otherwise stated: Armenia, Poland, Greece, Cyprus, Hungary, Croatia, Ukraine, Russia, Czech Republic, Slovakia, Slovenia, Estonia, Georgia, Lithuania, Latvia, Bosnia and Herzegovina, North Macedonia, and Serbia."

I'd like to emphasize our Fair Gambling Codex standpoint on Restricted Bonuses https://casino.guru/fair-gambling-codex-for-casinos#restricted-bonuses:

"Some casinos only list the restricted countries in the Bonus T&Cs for each specific bonus, claiming that their system is not able to ensure that only players from eligible countries get the bonus.

This is extremely unfair towards players for reasons similar to those listed in the previous situation (restricted countries), as detailed below.

If a player can claim a casino bonus, they assume it's theirs to play with. They have no reason to think that they shouldn't have received the bonus in the first place. This is why it is often very startling when they run into withdrawal issues because of this rule and its improper implementation.

To summarize: Casinos should only give bonuses to players who are allowed to get them according to the Bonus T&Cs. And if the casino makes the mistake of granting a bonus to a player who shouldn't have received it, the casino shouldn't take it away from them. Instead, the casino should accept that it was their mistake and pay out the winnings to the player."

Could you please forward your deposit/cashier and bonus histories? Afterwards, we will contact the casino. Thank you.

Thank you, Fullchicken. Please forward your bonus history too, so we can confront the casino with all the supporting evidence.

Hello,

I sent over bonus history screenshots on your email.

Thanks.

Thank you very much, Fullchicken, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Fullchicken,

I'm Nick and I'll be assisting you from now on. I will now try to contact the casino and let them know about your issue.

Hello, Nick, Thanks for your assistance, hope this issue gets resolved.

Hello Fullchicken,

The casino has contacted us but we only got the same answer which we already knew, that you have played from a restricted country which is a violation of their terms. It is common that the casino do not notice the country of residence until your first withdrawal request - as at that time is your account reviewed. Could you please advise if you have received any kind of refund of your deposits?

Dear Fullchicken,

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

Hi, Sorry, Yes I received refund for 380 Euro deposit

Hello Fullchicken,

I've contacted the casino again and let them know our full statement about this case. We still believe that your winnings should be fully paid out as it is the casino's responsibility to block the access of bonuses to restricted countries. We are now waiting for the casino's respond.

However, if they will refuse the payment, we will be forced to close the complaint as unresolved which may then negatively affect the casino's rating.

Regards,

Nick

Dear Fullchicken,

The casino claims that the issue has been resolved between you and them. Could you please confirm that?

The complaint will be now rejected as the player was not responding to us anymore.