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777 Dragon - confiscated winnings

Ruling

Found for the Casino - 777 Dragon casino are enforcing their 6x deposit maximum win term. While I understand why the player is frustrated by this, when they accepted the bonus they accepted this term and as such there's nothing we can do to help them.

Read our 777 Dragon Casino Review.

Player's Complaint

I won 30,000 went to withdraw and it said I was to use 30.00 left of bonus money was unsure of what was menat so I went to live chat she said keep playing until that bonus amount disappears then it's all good to withdraw, so I played down to 23,000 and withdrew 20.000 and played out the other 3. I got lots of emails saying congrats and got a call from the head honcho then got email saying my withdraw was finalised, and how did I want to withdraw. Then the next day got email stating I did not adhere to their rules and they were going to pay me out 1,500 and the rest is confiscated. I'm not sure what is going on. I got advised to contact you, I'm not sure how to attach the emails here ill email them through your email I got with my password.

Thanks for reading and I'll enclose what I have. My name is [EDIT]

Read the casino review

2 Responses

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ThePOGG
October 23, 2014

Hi dannyh - welcome to ThePOGG.com!

Unfortunately there's nothing I can do for you in this case. 777 Dragon are not saying you did not adhere to the rules, they are choosing to enforce a discretionary term that allows them to limit the maximum amount they'll pay out if you use their sign-up bonus.

The terms and conditions of the 777 Dragon welcome bonus contain this rule;

As you'll see in the term above it states;

"Where a Sign-Up Bonus has been granted to you, subject to you being required to have met all wagering requirements, you will be limited to a maximum withdrawal value of 6 times your first deposit amount and any remaining balance will be forfeited. This clause will only be applied at the discretion of casino management."

I assume that your first deposit was 250 and therefore the casino are restricting your maximum allowed with this bonus to 6x250 = 1500.

I don't like these terms - especially when they are reliant on casino discretion - and mark any casino that carries them down, but the basic reality is you agreed to this term when you accepted this bonus. As such there's no argument to be had with the casino.

Sorry I couldn't be of more help.

ThePOGG

User icon
ThePOGG
October 23, 2014

Hi dannyh,

To answer your email - No, the fact that you've had emails and calls confirming your withdrawal doesn't change the situation. When it come to payment of players the security department by and large has the final say. They don't review an account until after a withdrawal has been placed at which point they undertake a review of game play and other factors. This means that any statement made before this review has taken place is simply a generic customer service response and while 9 in 10 times it will be accurate, there's always going to be the 1 in 10 times that the security department over rule the norm.

Basically all they've said is the review is in process and part of that process is the security review.

When a casino chooses to enforce a term of this nature it basically means that there's something within your playing pattern that makes them believe that you won't be a profitable player for them. In other words they're saying they don't want you as a player without stating that out right. My advice would be to take your withdrawal and choose somewhere else to play.

ThePOGG

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dannyh 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:

October 23, 2014

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