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Bronze - Refusal to pay winnings

Ruling

Found for the Casino - If you do not want a bonus that has been added to your account you need to ask for it to be removed before you start playing.

Read our Bronze Casino Review.

Player's Complaint

I was allowed to deposit £100, got a bonus which I didn’t want and could only withdraw my winnings when I had wagered 10500 euros And I managed to win 4400 euros (and they knocked off £200 for the bonus) then said my ID had been approved and refused to payout anything at all.

Read the casino review

5 Responses

User icon
ThePOGG
November 7, 2018

Hi stu1966 - weclome to ThePOGG.com!

Firstly you are correct that as a UK citizen you should only be playing with UKGC licensed operators. Bronze Casino are breaking UK law by accepting your play.

What reason has the casino given you for not paying out?

Thanks,

ThePOGG

User icon
stu1966
November 7, 2018

Hi thanks for the email. They said I was in breach of a condition about withdrawing funds but were not able to provide me with a reason.

They let you register an account specifily in £’a and when putting your address in the UK is an option. Reading their t’s and c’s there are some many conditions that appear to be have to met that it would seem it’s impossible for anyone to withdraw anything. Having read your report and others on line they appear to be totally dodgy and unscrupulous. I’d go as far as saying criminal. I didn’t ask for a bonus when I deposited my £100 but they added one any way and then told me I had to wager £10500 before I withdrew any money. I did I met this condition and was furtunate to win £4500 and the £200 bonus was deducted and they still refused to pay out £4300. They claim in their T and C’s they only certain games can be played with the bonus which I never asked for but I don’t know which ones were or weren’t included which makes a mockery of the whole thing. Let me know if you need anything else. I can send you snap shots of chat exchanges and some emails if that helps. They really should be stopped from letting Uk residents from signing up and they are allowed to withhold winnings without any real reason and I don’t know how to get my winnings.

User icon
ThePOGG
November 9, 2018

Hi stu1966,

While we would broadly agree that this is a high risk group of operators for players to choose and that UK players should not be playing with them, I'm afraid I do have some concerns about your case.

Regardless of where they are regulated almost all online casino operators will offer players bonuses. Bonuses always come with terms and conditions. And the majority of casinos will add bonuses to your account rather than requiring you to contact support to receive them.

"Acceptance" is a passive term. That means you do not need to take action to have accepted something. Where you receive a bonus and choose to play with those funds rather than ask for the bonus to be removed you have "accepted" the bonus.

If you have received a bonus and you have not adhered to the terms and conditions associated with the bonus then the operator - regardless of where they are regulated - would be entitled to void the bonus contract and reset both parties to pre-bonus positions.

So the question here is did you accept a bonus and if so did you then go on to play games that were prohibited while playing with a bonus?

Thanks,

ThePOGG

User icon
stu1966
November 11, 2018

Hi Below is the latest email exchange with them; Thank you for your email. I would respond as follows 1. I didn't ask for the bonus and it was put on my account without my approval. 2. As soon as I saw it on my account I asked for it to be removed, and the person on chat said I couldn't at that stage which is my fundamental point, he should have done. There is case law to support this. 3. I played, as I had deposited £100, and questioned why there was an outrageous minimum wager (10,500) before I could withdraw my money. 4. I met that condition and only then was then able to request a withdrawl. I am informed by a lawyer friend of mine that you should have (a) not permitted my withdrawl at this stage if I felt I not met the slots/scratchcards only requirement and (b) when I tried to play any game on your site that did not meet the bonus requirement (that you accept you gave me without asking) the site at that point should have notified me I was in breach. You should not have waited until after I'd made my withdrawl. 5. To wager 10,500 only on slots/scratchcards, on a £100 deposit, is a ridiculous, unreasonable and onerous condition and my friend is of the view that this requirement would be unenforceable in a court of law, and there is case law to reflect this is an unreasonable requirement. It would take months if not years to reach that threshold and is seen by the Courts as unreasonable and a deliberate effort my gaming websites to avoid paying out winnings. 6. This is a life changing amount of money for me and to take this to court will cost me nothing I have qualified for free legal aid. It is of no consequence that it will take months to get my winning paid (and I know I will win) it is a point of principle and wont cost me any thing to recover my money. I have images of all the live chat conversations we had. 7. You are only refusing to pay out as I deposited 100 and won 4393 and when it suits you to avoid paying out you have some many terms and conditions you have endless excuses for not paying genuine winners. I have read many accounts of people being treated like me since you refused my withdrawl. 10. I actually won over 4500 euros and you took my bonus off the gross amount which reflects you removed the bonus from my balance when I withdrew it which demonstates acceptance that I had met your terms. I have photo images of this too. You cant take the bonus off and then refuse to pay out on the balance because of it. That is showing acceptance of my balance being fair and honest. As I have also said my original deposit/withdrawl I made a deposit on your site of £100, but the amount being withdrawn is for more than that. I would like my winning paid into my account urgently. Please let me know if you require my IBAN and SWIFT code to make the 4393 euro deposit. I look forward to hearing from you. Kind Regards [EDIT] -------------------------------------------------------------------------------- From: Bronze Casino Finance Sent: 11 November 2018 14:09 To: [EDIT] Subject: [#IMI-EDIT]: Hello from the OverSight Team Dear [EDIT], Thank you for your email. Please read this letter until the very end. Firstly, when you create an account, here at the Casino you are effectively agreeing to a legally binding contract. Further, the creation of this contract means both parties, yourself and the Casino must agree to all the terms and conditions. Also, we expect all players to read the terms. We see that the main area of your complaint is that you received a bonus. It is true that the bonus was automatic and was added to your account when you made your deposit successfully. You would have seen that additional money on your account straight away. We could understand your argument if it weren’t for the following; 1.An additional 219.61 Euro was added to your account, and you would have seen it on your account 2.The Casino has chat 24/7 and if you didn’t want to play with the bonus - you could have spoken to chat agents and asked them to remove it 3.You played with it and only once you had begun playing, did you ask for it to be removed. The reason your winnings were voided in this matter was because you switched games between slots and table games. According to our Bonus Terms and Conditions (found on our website); ‘Where a player has placed bets on games that do not fall under the subheading of slots and/or scratchcards then the casino reserves the right to remove and/or withhold any winnings made by the player that’s connected to an active bonus balance.’ You were found to have played a table game when you had a bonus. For the reasons above, we find in favour of the Casino. Please be aware that your deposit that you made has already been refunded to you and your account has been closed. We have attached a copy of the receipt of payment. Regarding the Korea query that you have made, our processing payment is indeed made through Korea and it is most likely that what you saw was a refund. According to the finance team, the payment should have been in your account between the 7th and 9th of November. Should there be any further queries regarding the refund please do not hesitate to reply. Kind regards The OverSight Team The OverSight Team

User icon
ThePOGG
November 12, 2018

Hi stu1966,

I'm sorry to say that there's nothing we can do to help you. The operator are correct that by starting to play before you asked for the bonus to be removed you have accepted the bonuses presence in your account and thereby agreed to follow the bonus terms. If you have subsequently violated those terms there are no ground upon which we could argue with the operator.

Sorry we could not be of further help.

ThePOGG

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Agreement

stu1966 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:

  • Bronze Casino
  • Curacao eGaming
  • Alpha Interactive Solutions N.V.

November 7, 2018

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