Betspins - Withdrawals refused, winnings confiscated

Ruling

Found for the Casino - Betspin casino have provide enough evidence to demonstrate that this individual is highly likely engaged in the operation of multiple accounts under names other than their own. This is a clear violation of terms and conditions and ThePOGG.com will take no further part in the representation of this individual.

Read our Betspin Casino Review.

Player's Complaint

There was an offer for 10 complimentary spins worth £2.50 each if you deposited and rolled over (once) £100. Any winnings from the complimentary spins had to be rolled over 25x. I took part in it for 5 days in a row. I deposited £525 over those 5 days from those 5 offers and the first sign up offer and had no problem depositing the money each time. When I was making my withdrawals they were being cancelled, but when I spoke to customer services about it each time and they said it was for no reason they could identify and just to try it again. I even had one agent tell me they would do it themselves but we were disconnected before it happened. I won £2728.40 over these days (total, including money deposited and then wagered), most of it from the initial deposit which I then played through once. Some of it from the complimentary spins balance which I rolled over as required. Of the £2728.40 I won £1546.32 was from normal gambling (just wagering what I had deposited once) and the rest was from complimentary spins I won money from and then eventually went on to meet the wagering requirements with. All of it was refused to be withdrawn and eventually it was all taken from me. On a couple of the days I wagered £100, they then simply credited my account with £200 from the previous 2 deposits and said I had breached terms. When I asked them what terms they couldn't answer. They then deleted my account history so I couldn't see the amounts, but I had already taken screenshots by then. The transaction history was restored after what they said were technical problems. When I first raised the issue with them they told me they would e-mail a detailed explanation later that day. I did not receive anything and contacted them the next morning about it, they told me they had technical issues but that the issues had been resolved and they would contact me later that day instead. I contacted them later in the day and the team leader who was dealing with the enquiry had left for the day. The enquiry has been hampered quite a lot by technical difficulties it seems.

I believe they are trying to take advantage of me because of my age (70) and condition (I am not well). I understand that slots are not weighted in my favour, and I am content to lose a few pounds each day doing them because I can do it from bed and I enjoy it. However, I am not a senile old woman and I know what I have won and what is mine. Their behaviour and attitude the entire time has been disgraceful and even condescending at times, and I may be old but I am still sharp and tech savvy enough to know what I'm doing.

Here is a detailed breakdown of my deposits, wagering, and winnings:-

Day 1 (01/02/2017)

- Deposited £25, received bonus funds with wagering requirement, lost all £25 in wagering before requirements were met.

- Deposited £100, wagered £100, won £107.54 (net win of £7.54), withdrew, withdrawal declined.

- Received 10 complimentary spins on Wild Chase worth £2.50 each, for the £100 deposit above, won nothing after wagering requirements.

Day 2 (02/02/2017)

- Deposited £100, wagered £100, won £282.58 (net win of £182.58), withdrew, withdrawal declined.

- Received 10 complimentary spins on Wild Chase worth £2.50 each, for the £100 deposit above, won nothing after wagering requirements.

Day 3 (03/02/2017)

- Deposited £100, wagered £100, won £277.82 (net win of £177.82), withdrew, withdrawal declined.

- Received 10 complimentary spins on Wild Chase worth £2.50 each, for the £100 deposit above, won nothing after wagering requirements.

Day 4 (04/02/2017)

- Deposited £100, wagered £100, won £41.70, (net loss of £58.30) withdrew, withdrawal declined.

- Received 10 complimentary spins on Wild Chase worth £2.50 each, for the £100 deposit above, won £709.78 after wagering requirements, withdrew, withdrawal declined.

Day 5 (05/02/2017)

- Deposited £100, wagered £100, won £836.68 (net win of £736.68), withdrew, withdrawal declined.

- Received 10 complimentary spins on Wild Chase worth £2.50 each, for the £100 deposit above, won £472.30 after wagering requirements, withdrew, withdrawal declined.

Total deposits of £525. Total winnings from deposits of £1546. 32. Total winnings from bonus spins after wagering requirements of £1182.08. Total removed from account: £2728.40. Total credited to account (and current balance): £200.

After 2 days of no response to this I have decided to involve yourselves. I have been as detailed as possible but if you require any more information please do not hesitate to e-mail me.

Read the casino review

8 Responses

ThePOGG

February 7, 2017

Hi annmarryafool - welcome to ThePOGG.com!

As a UK citizen and as we are the officially appointed Alternative Dispute Resolution service for Betspin Casino 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/

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).

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

The above is somewhat clunky but a necessary part of the process for any complaint that comes in under ADR procedures.

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

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

annmarryafool

March 9, 2017

Can I have an update on this? It has been over a month now.

annmarryafool

March 25, 2017

When will something be resolved with this? I've heard nothing from Betspin at all.

ThePOGG

April 22, 2017

Hi annmarryafool,

We're currently awaiting feedback from the legal team at the UKGC regarding the management of cases where the operator has used suspected fraud as a justification for non-payment. Once we have received clear guidance from the UKGC we'll provide a response to this issue.

Thanks,

ThePOGG

annmarryafool

April 28, 2017

How long should this take? It's been almost 3 months now.

ThePOGG

May 1, 2017

Hi annmarryafool,

As we're waiting on an outside agency we do not have control over the time that this will take and cannot provide any specific frame statement.

I will provide you further information as and when we're in a position to do so.

Thanks,

ThePOGG

annmarryafool

May 15, 2017

How long does dispute mediation normally take? And who is the outside agency you are waiting to hear back from?

annmarryafool

May 29, 2017

Can I have some kind of update on this please?I notice many other cases that were opened a lot later than mine that have been resolved but this has not progressed at all.