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BetUK - voided winnings

Ruling

Found for the Casino - While we understand that the situation will be unquestionably frustrating for the player, the terms regarding playing low contribution games then shifting to higher contributing games were clear and as such there's no grounds to request that BetUK pay the winnings in this case.

Read our BetUK Casino Review.

Player's Complaint

Hello there, my name is [EDIT], and I signed up to play at BetUK, made a £150 deposit and received a £150 bonus as part of their welcome offer.

I recall starting off playing £25 and £50 a box on blackjack and managed to win a few hands and hit a few blackjacks. I then started playing roulette, playing mostly £5 on a selection of numbers, splits and corners. I started off losing a little, and then managed to hit one of my jackpot numbers. I was happy with the win and decided to play a variety of slots, I recall playing Da vinci Diamonds, and also Guns n Roses, which I hit a few good bonus rounds with bets of £4 and £10, and managed to finish the wagering requirement.

A day later, I received an e-mail from their support team that cleared all my winnings, and my balance of around £1,900 was reduced back to my deposit of £150.

Hi [EDIT],

After a review of your account and gameplay, we have cancelled your withdrawal and cleared your winnings leaving your deposit on your account.

You are no longer eligible for your welcome bonus.

Please see our terms and conditions below;

7.5.3 "unfair advantage" shall include, without limitation:

(a) the exploitation of a fault, loophole or error in our or any third party's software used by you in connection with the Services (including in respect of any game);

(b) the use of third party software or analysis systems; or

(c) the exploitation by you, of an Error as defined in clause 12 below, in any case either to your advantage and/or to the disadvantage of us or others.

(d) Manipulating bonus functionality. For example this includes but is not limited to ‘Tier 2’ strategy whereby a player will look to increase the bonus amount awarded by initially staking on a non-contributing or low contributing game before transferring winnings to a contributing game.

Regards

[EDIT]

Verification Team Manager

I was really shocked by this and did not understand two-tier betting at the time, but from searching on google I understand this is what people do to take advantage of their bonuses. I have to admit I loved the idea of doubling your first deposit so I have twice as much money to play with and this is what attracted me to deposit my money and play with betuk. I had a quick read through the terms and conditions before for how much I had to play through to get my money to be withdrawable, but did not understand this term. I feel this term is very unfair and I am really shocked to have my winnings taken away from me. I have tried to e-mail them pleading my case, but they e-mailed back saying the decision is final. I have been advised by a friend who said I should try my luck on here, or complain with the gambling commission.

Thank you in advance for your help! I hope I have clearly explained everything.

My email is [EDIT]

Read the casino review

1 Responses

ThePOGG
May 16, 2016

Hi davecons - welcome to ThePOGG.com!

Sorry for the delay responding to this - as you may have noticed the site has undergone some significant changes in the last few days and it's taken sometime to get everything back in working order.

Unfortunately there's not going to be anything we can do to help you in this instance. While the term "Tier 2" isn't clear in its meaning the operator clearly explain what it means directly after this - "initially staking on a non-contributing or low contributing game before transferring winnings to a contributing game". You've played both Blackjack and Roulette, games that contribute 5% and 0% to wagering requirements respectively. They are "non-contributing or low contributing games". You've then after a win switched to playing games that contribute 100%. You've done exactly what that term prohibits. In this instance the explanation the terms provide is clear about what's prohibited.

I realised this will be a frustrating response - I myself have had several thousand pounds confiscated previously because I didn't read the terms properly and know how this feels, but all I can do is recommend that you make sure you read the terms carefully next time you take a bonus and if you are unsure about a term, don't ignore it, ask casino support to explain what it means.

ThePOGG

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davecons 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:

May 16, 2016

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.