Bcasino - refusing to pay my winnings!

Ruling

Found for the Casino - bCasino have provided more than sufficient evidence for us to establish that this player's account is unnaturally associated with other accounts. As such we will take no further part in the representation of this player.

The player should feel free to take their case to bCasinos UKGC appointed ADR eCOGRA if they wish.

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Player's Complaint

A few weeks ago I deposited £150 at bCasino. I received a bonus opened a slot and played a ton of spins. I managed to get through the huge amount of wagering with my balance at £5817. I was really excited and cashed out. This is when the problems started.

First I had to send them my ID documents by email. I felt nervous sending sensitive documents to a casino but understand that they need to ask this to make sure I’m overage etc. After that they told me that they needed to phone me. I got in touch with them last Friday and told them I could take a call from them. They called and asked me a few questions about by account. I answered them and they told me that everything was in order.

This morning I received the following email:

Dear [EDIT],

In line with our Terms and Conditions, your account has been blocked.

As part of our regular withdrawal review process, we have seen that multiple accounts were opened in order to benefit from our bonus credits which contravenes clause 10.3 of our General Terms and Conditions.

Therefore in line with our Terms and Conditions, we have declined your withdrawal request and blocked and voided your account.

Regards,

bCasino Verifications

It was a huge sum of money for me and I’m shocked that they can just do this. I didn’t break their rules. I even played a slot in which I had to wager 10 times more than usual to finish the bonus wagering but nonetheless played it because I figured it was lucky and I was prepared to gamble. After all this they say that I am playing multiple accounts. No one else in my home has access to my computer so what they are saying is not possible. I really hope that this can be resolved because this experience has been very upsetting and confusing.

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