I won in a tournament then that was a paid entry tournamenttheb completed a playthrough (yes a playthrough on a prize from a paid entry tournament) and they voided the winnings saying that i had played two free roll tournaments in a row. But how are they considering them to be free roll tournaments?

Dear Mikeydee707,

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. Are there any records showing that you paid to enter the tournament? Have you participated in any free-roll tournaments in the past?

If there’s any relevant communication, please forward it along with supporting evidence to [email protected].

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes i have records of the tournament having a buy in price and will send with this e mail.

I kind of expected something from like this from them. I did have an incident with this casino once before at new years they had a tournament that i entered and won 1st place on they then said inhad to do a playthrough to be eligible to claim it for withdrawal i completed that then they told me i had to make a bitcoin deposit to verify my bitcoin address and when i did that they tried to deny the withdrawal claiming i was mixing funds? They told me that i had to do that and then try to deny the deposit for mixi g funds that they said i had to do?

Long story short i ended up settling with them for yhe original amount that i won tin the tournament because after the playthrough i was at around 7500 in winnings. Ionly got 500 out of itall together not a great experience with them.

Now they are saying multiple free rolls in a row when not a single one was free? They cost 5 to enter them and 5 more to add on? Each round cost 20 total if you want to have a chance to win?

Thank you very much, Mikeydee707, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) 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.  

I hope you guys have some good news for me ive had the worst month of my life so far....

Hello Mikeydee707,

I'm Michal and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Heaps O Wins Casino to join the conversation.

Dear Heaps O Wins Casino,

Can you please provide information on why the player's winnings were confiscated when the tournament was available only to depositing players?

We would like to ask the 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’ which may negatively affect its rating.

But that will be it ? They wont have to pay me? So whats the point of this if it does result in them having to be accountable for the wrong they do?

Dear Mikeydee707,

I understand your frustration, but our capabilities are limited, we act as a mediator in resolving disputes between the players and casinos, but we cannot legally force the casinos to cooperate with us. We had good communication with Heaps O Wins Casino in the past, but this has recently somehow changed. I will try to give the casino representative a "nudge" again, so hopefully they will come back to me.

We would like to give this case more time to get resolved. We are extending the timer for additional 7 days.

If the casino fails to respond or provide the evidence in the set time frame, we will be forced close the complaint as ‘unresolved’ which will have a negative impact on the casino rating.

Dear Mikeydee707,

Unfortunately, we have come to a point, where we are not able to move forward with this complaint. I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal