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666casino – complaint

Ruling

Found for the Casino - This player has exceeded the maximum allowed bet while playing with a bonus. As such there is nothing we can do to help them.

Read our 666 Casino Review.

Player's Complaint

Hello. I will tell you about circumstances of a problem. I was registered in casino on May 22, 2019. I made a deposit of 200 euros. I received a bonus of 50 euros. I played different games several times. The balance at the end of the game was 3245 euros. 24.05. I received the letter that my account has been found to be in breach of the Specific Terms associated with the welcome offer. All my money was confiscated. Also I received the letter where the casino requested my documents for additional verification. I attached necessary document, namely the bank statement. 27.05. I received the letter that I have to provide other additional documents. 30.05. I directed the certificate of the residence and family composition. I hoped that the casino will return my prize because I cooperate honestly. 31.05 my data was checked and the account is approved. But the casino did not return my prize.

I was sure that the casino will return my means when verification ends. I am sure that I did not violate the Specific Terms associated with the welcome offer.

When I filed a complaint, casino offered me 500 euros as gesture of goodwill. I agreed to receive money, but I do not agree with the decision of casino. Now the casino holds 2545 euros. I want to return a prize and to receive an explanation about the delay reasons. I ask you to help me, please.

Read the casino review

4 Responses

ThePOGG
Sep 03, 2019

Hi maga - welcome to ThePOGG.com!

As we are the ADR for the White Hat Gaming license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).
https://thepogg.com/terms-of-use-for-dispute-resolution-service/

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Moving on to your complaint directly - specifically which term has 666Casino claimed you violated?

Thanks,

ThePOGG

ThePOGG
Sep 10, 2019

Hi maga,

I'm following-up on the above?

Thanks,

ThePOGG

Maga
Sep 11, 2019

Good afternoon. The casino 666 claims that I violated Point of the Significant Terms and Conditions of the Welcome Bonus 666casino.com/promotions/welcome-bonus. This point gives the reference to the General Terms and Conditions. Paragraph 8 "Our standard website terms and standard promo terms also apply." There is no concrete rule in this point.
I do not understand what I am accused of. I never come across this. Please, investigate my case.

ThePOGG
Sep 24, 2019

Hi Maga,

I've discussed this issue with 666Casino.

On the 22nd of May at 16:56:50 server time you deposited €200 and received €50 bonus. This bonus came with a 35xbonus wagering requirement (50x35 = €1750).

At 17:10:06 server time, after completing only €35 of the wagering requirement you started placing wagers of €25/hand on Blackjack. These terms breached the following bonus term:

"12. The maximum bet for any of your bonus funds is limited to €5. Should you bet higher than this using your bonus funds, you revoke such bonus funds and they shall be removed from your account."

As your bets have exceeded the maximum allowed bet while you have a bonus the operator are within their rights to consider the bonus contract void and reset both parties to their starting positions.

Having reviewed your email communications with the operator both the specific term and the consequences of this infraction have been clearly explained to you. As a good will gesture the operator offered you €500 to settle this matter, an offer which you accepted.

I'm sorry, there is nothing further we can do to help you.

ThePOGG

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Agreement

maga consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • 666 Casino
  • Malta Gaming Authority
  • Curacao eGaming
  • United Kingdom Gambling Commission
  • Imperium Network Solutions Limited

September 1, 2019

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.

Disclaimer:

The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.