I had a big win at a ￡4 stake on the monopoly website, I would think it would have been at least ￡10,000 at these stakes. I had a page full of wilds and the game crashed, I could not log in to that game for 4 or 5 days and I told the operator immediately after the win failed and crash, I believe they manipulated the out come so that they did not have to pay me back, they blocked my account told me the win was ￡48 and refunded the money back to my card. This is not fair game and as far as I'm concerned this illegal and constitutes a element of fraud. This is the email that they sent to me afterwards.

We're sorry to hear you feel we have closed your account in an effort to hide what you believe is fraud. Please rest assured, this is far from the case. In your Live Chat conversation with Ashley you advised that you felt we had maliciously manipulated your game to ensure you would not gain a large amount of wins, and if the matter remained unresolved, you would contact your bank and ask for the funds you had legitimately placed on site to be returned to you. It is a part of our internal policies and processes to close an account to prevent any further activity if there is a dispute regarding deposits and/or if a member threatens to chargeback any transactions. 

We can absolutely appreciate your disappointment regarding this matter, and we can only apologise for any upset caused. Regrettably, we can only refer to the data recorded by the secure servers on which all games are played. This matter was escalated on to the game provider, who reviewed their logs and confirmed ￡48 was the outcome and as such, this was credited to your account. Please note, the information regarding this matter was available in our site Terms and Conditions, which you had full access to prior to registering your account on site, and which you confirmed you had read, understood and agreed to when completing the registration process. For your own peace of mind, we have included the relevant Terms and Conditions below: 

13. PAYMENT OF WINNINGS

13.3 Our Decision is Final: You agree that we and our records (and/or the records of any of our third party Game and/or service providers) shall be the final authority in determining the terms of any Games you play, any Wagers you place and the circumstances in which such Wagers were placed, subject to your rights under section 19.1 of these Terms and Conditions.

Please note, we can appreciate this is not the response you had hoped to receive, and we can only apologise for your experience. 

In the meantime, may we just take this opportunity to wish you all the best for the future. 

They surely cannot do this. I have already contacted the gaming board regarding this matter.

Dear Richard,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m sorry to hear about your problem.

Unfortunately, since you have contacted the Licensing Authority already, I’m afraid there is not much we can do for you at this time as we won’t interfere with their investigation. Unfortunately, we’re not in a position to help you. I will set the timer for 30 days and kindly ask you to inform us about the outcome of investigation. Thank you for your understanding.

Best regards,

Petronela

Dear Richard,

We are extending the timer by 7 days. Was your problem settled by the Licensing Authority? Could you please update the status of your complaint? Otherwise, we will be forced to reject it.

Dear Mr ***

Please accept my apologies for the delay in responding to you.

From your correspondence I understand that you have made a complaint about a game crashing and not being able to withdraw your money from the gambling site.

You have contacted us for help in this matter. I am afraid we cannot become involved in your complaint or get money back for you. This is because we are an industry regulator and not an ombudsman. Our role is to consider whether a gambling business has breached their licence conditions. We will take regulatory action where appropriate. But we do not have the power to get money back for individuals.

I can see that you have already made a formal complaint to the gambling business.

We would recommend that you fully exhaust the complaints process. The gambling business will detail the process in their terms and conditions. It has up to 8 weeks to respond to a complaint.

If you are not happy with their final decision, you can contact their nominated Alternative Dispute Resolution (ADR). This is an impartial adjudication service which is free of charge. They do not adjudicate on all types of complaint and you should check this with them first. You can find details of the nominated ADR in the complaints process. The ADR will ask you to exhaust the complaints process before taking your complaint to them. They may ask for a "deadlock" letter as evidence of this.

The ADR’s decision is usually the end of the complaint process. We cannot get involved with the ADR provider’s decision or ask them to reconsider. If you wish to challenge their decision, you can consider taking your complaint to court. You may need to get some legal advice to do this. Citizens Advice

Please can you now pursue this for me now, this company should not be able to get away with this. Their descion maybe final in thier terms and conditions but when this constitues fraud and manipulation of an outcome it can well become a criminal investigation. I wont leave this as a matter of principle.

Please can you now pursue this for me now, this company should not be able to get away with this. Their descion maybe final in thier terms and conditions but when this constitues fraud and manipulation of an outcome it can well become a criminal investigation. I wont leave this as a matter of principle.

Thank you very much Richard for your reply. I will now transfer your complaint to my colleague Jozef 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 Richard.

Thank you very much for sharing your negative experience with the Casino. We will now try to get in touch with them.

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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Richard.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Your last option is to file an official complaint at the licensing authority of the casino (UK). I will gladly help you with it. Please, let me know if you have any questions or require further assistance. 

Best regards, Jozef

www.kpvfaw.com

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