Hi

I deposited a total of €600 on the 08/02/20 (€200, €170 and €230. On my last deposit I won €3,000.

I was told over the live chat that do not worry the funds will be sent over soon, as I am a VIP player within 3-5 days. I was assured of this.

I have had issues in the past where they have failed to pay me on time and I have lost my money that was in pending.

I have deposited many times but only once have they paid me out €1000.

Today a guy named Vincent gave me a call saying as I had a bet over a 30%, they will not be paying me out.

I have always bet over the 30% limit, and so has a friend of mine, and they have paid out in the past.

I feel sick to the stomach and feel like they are stealing peoples money that they win on the site and not paying back.

Is there any legal course of action that can be taken here?  

The money has now simply disapearred from my account, but I got a screenshot of the withdrawal and email and the deposits.

Thanks.

Mr Abraham.

Dear Abraham,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m very sorry to hear about your negative experience. I have checked the terms and conditions, and this is what I found: 

"Betting rules

Irregular play includes, inter alia:

Placing total bets equal to or greater than 30% of the value of the deposit currently in play."

I would like to emphasize that according to our Fair Gambling Codex http://www.kpvfaw.com/fair-gambling-codex-for-casinos:

'Fair and safe casinos' are those that meet all criteria for 'fair casinos' and have also implemented measures that prevent players from accidentally doing something against the rules or their own best interests.

'Fair and safe casinos' should therefore prevent players from accidentally breaking the T&Cs, Bonus T&Cs, or doing anything else that might jeopardize the money in their player accounts. Specifically, 'fair and safe casinos' should:

Enforce maximum bet sizes, restricted games and other bonus conditions.

Please, could you confirm for me that you were playing without a bonus? We will contact the casino and ask for their standpoint, right after your confirmation. Looking forward to hearing from you. Thank you.

Best regards,

Petronela

Yes I can confirm I was playing without a bonus. 

These were funds deposited straight from my bank account.

Thanks

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

Hello Abraham.

I am sorry, but this is a common problem with this group. We talked about these rules many times, and the conclusion is that they don't want to change anything. We consider these rules as predatory:

13.6. If a player's accumulated deposit amount does not exceed €500, player will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €500 accumulated deposit amount.

16.3. "Irregular play" includes, inter alia:

Placing total bets equal to or greater than 30% of the value of the deposit currently in play.

Using Martingale, double-up and similar systems and strategies.

We may try to convince them again, but in case this negotiation fails, we will mark your complaint as unresolved with classification against fair gambling codex. I am sorry for the bad news.

Matej

We would like to ask the Mr. James 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’.

I am genuinely sorry, Abraham. They are unresponsive on complaints regarding 30% maximum bet.

We are forced to close this complaint as "unresolved".

It will damage the reputation of the casino, but the rating very low already.

The player informed us by email that the complaint was resolved.