BellFruit - casino doesn't want to pay all of my winnings

Ruling

Resolved - Bellfruit have made clear that they have no interest in discussing player complaints with this service. As a result of this decision, Bellfruit casino have been moved to Not Recommended status. They have however decided to pay this player in full.

Read our BellFruit Casino Review.

Player's Complaint

Hello,

I am contacting you with respect to my recent play in Bell fruit casino.

Here is what I did

1. I deposited 200 and 200 was added as a bonus

2. I started playing and lost 280 GBP. My balance was down to 120 GBP and did another 40 GBP spin, bringing my balance down to 80 GBP. That spin gave me complimentary spins. The complimentary spins gave me a total of 11 800 GBP winnings.

3. When I had 11 800, of which it was showing that 4300 was locked as bonus money, the system allowed me to withdraw around 7500 but this would have forfeited my bonus and I would have lost this 4300. I contacted Terry from customer support and he told me that I had two options. The first one is to forfeit the bonus and withdraw 7500 or the other option is to keep on playing until I meed the wagering requirement of 200 000 coins where each 1 GBP bet would give me 20 points and once I reach 200 000 all my money will be converted into real money(also described in the T&Cs of the welcome bonus)

4. I kept on playing and my balance went down to 9300. At that point I met the rollover of reaching 200 000 coins(had 253 000 coins at that time)and the bonus money should have been released , which did not happen

5. When trying to withdraw it was shown again that around 3900 was locked as bonus money. And I could only withdraw around 5400.

I contacted the customer support over the phone again and they raised the issue with the technical team. Later on, they came back with the following email.

Dear [EDIT],

Thank you for your patience.

Our technical team have looked into this issue and unfortunately there has been a bug in the system regarding your bonus money. You rightly should have got your 200 GBP bonus money when you made your initial deposit which you did at around 22:49 (29.06.2016). This 200 GBP of bonus money was converted into 'real money' available to be withdrawn yesterday at around 10:51 (30/06/2016) when you reached the criteria.

The remaining 3902 GBP of bonus money can not be converted into 'real money for withdrawal' as it should never have actually been awarded to your account (this was an effect of the bug in our system).

You now have 2 choices, either create a pay out for the real money on your account 5,458.50 GBP and forfeit the bonus money.

Alternatively continue playing and once you have used up the real money (5,458.50 GB) you will then be able to play the bonus money and subsequently withdraw any winnings you may then have from the bonus money.

Please accept our sincere apologies for the inconvenience and confusion we have caused you.

This is a new 'bug' regarding the bonus money that has not come up before and we are currently working on resolving it as quickly as possible.

Kind regards,

Your Support Team

The casino is saying the the money should never been awarded to me although the whole amount I had was won on the complimentary spins and there was nothing that was added by mistake or so. Please feel free to look at my account and review my bets:

my username is: [EDIT]

Password: [EDIT]

I am more than happy to provide any additional information.

Thank you

Read the casino review

5 Responses

ThePOGG

July 2, 2016

Hi Nendoka21 - welcome to ThePOGG.com!

I'll contact BellFruit casino and see what I can find out for you.

I've deleted your password and would encourage you to change it immediately. I won't access your account as this would give me access to your financial information, that no-one other than yourself should have, and giving someone else access to your account is a technical breach of terms at most online casinos. We don't want to add other problems to the current issue.

Thanks,

ThePOGG

Nendoka21

July 2, 2016

Thank you so much for your cooperation. Please feel free to let me know if I can provide anything further. P.S I have a picture right after the Free Spins showing the total amount won on them (11 800). Happy to provide that if needed.

Thanks again

ThePOGG

July 11, 2016

Hi Nendoka21,

I've had a conversation with Bell Fruit who have made clear that they have no interest in discussing any player issues with this site and asked us to refer you to their UKGC appointed Alternative Dispute Resolution service IBAS.

Sorry we could not be of more help,

ThePOGG

Nendoka21

July 11, 2016

Thank you The Pogg. Bellfruit message me asking to close the case with The Pogg as they confirmed they have re-investigated my case and agreed to pay my winnings. Thank you so much for contacting them. I am sure that had impact on their investigation and resolving the issue for me.

Regards,

Ned

ThePOGG

July 11, 2016

Hi Nendoka21 - thanks for the update.

I'm very glad to hear that Bellfruit have reconsidered their position and I'll update the status of the complaint.

Unfortunately as Bellfruit have made clear that they're not interested in discussing complaints that come into this site the change in status for the review won't be reversed.

I'm really glad to hear you got your money and all the best for the future.

ThePOGG