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Casino Disco – Withdrawal rejected

Ruling

Found for the Casino - The player was explicitly told that they could not switch between game times and chose to do so anyway.

Read our Casino Disco Review.

Player's Complaint

Hi, PLEASE investigate and warn your users/readers to take care or rather stay away from the above casino, i.e. CasinoDisco.com. They rejected a payout, after meeting wagering requirements, to me and then summarily took the money off my account, due to "irregular play"; just because I played both table games and slots while still having wagering requirements. Even though their Bonus T's & C's does not forbid it! It says: "Once a player starts to use a bonus on slot games, the wagering must be completed on slot games. Similarly, once a player starts to use a bonus on table games, the wagering must be completed on table games.

They also added "profit" from WAGER FREE spins to my Bonus balance, instead of my REAL money balance.

Please see conversation beneath:

image.png

Hi, How may I help you? :)

11:13

Good morning. Can you PLEASE help me here and explain in detail what exactly is going on in my account and the current state of affairs, please?

I opened an account with Casinodisco on 29/5/19 and made a 1st deposit of 55.9 Euros, receiving a bonus of +-95 Euros. I then proceeded to play, mostly on Tables, sometimes in your Live Casino, mostly also with my Real money (as Bonus money not available for Live Casino play). Sometimes I also played a little Slots (using money from my Bonus balance too).

During this time I NEVER went down or lost more than +-20 Euros. I also confirmed with one of your Live Help that only Table games count for meeting my wagering requirements, as that was where I started play; thus Slots games were allowed, but counted for 0 wagering.

AFTER meeting my wagering requirements and confirming this with a Live Help operator (that my wagering balance was 0), I made another deposit of 21 Euros, on 25/6/19 and again another 31 Euros on 26/6/19, in order to receive "WAGER FREE" spin. The "profit" from these spins was then added to my Bonus balance, even though it was WAGER FREE; I don't understand WHY??!

Then on 29/6/19, when my REAL money balance was +-460 Euros, (my TOTAL balance, including bonus was +-550 Euros), I made a with withdrawal request of 385 Euros, which was then not only rejected, but the money was also not returned to my account! WHY??! (I also lost the Bonus balance of +-90 Euros).

So, can you PLEASE help my understand WHY my withdrawal was rejected and WHY was the money thereupon not returned to my account then??!

Your help will be greatly appreciated. Thank you.

Hello [EDIT]

Hi

11:19

I have our chat here from June 6th

11:19

Operator [EDIT] has joined the chat.

[19:10:09] [EDIT] Hi, How may I help you? :)

[19:11:43] [EDIT]: Hi, I just want to confirm that my Roulette play (Tab;e & Cards play) count for my bonus wagering requirements?

[19:11:51] [EDIT]: Remaining Wagering Balance €4,035.17.

[19:12:04] [EDIT]: yes table and cards play do count for wagering on a 10% rate

[19:12:34] [EDIT]: If I'm correct, none of my slots play count for wagering??

[19:13:04] [EDIT]: slots count on a 100% rate

[19:14:30] [EDIT]: OK. What is this thing then, in your T's & C's, that once you've started with Table, all your must be met there?

[19:15:10] [EDIT]: If you started wagering with table games, you must complete the wagering in tasble games

[19:15:19] [EDIT]: switching games is not allowed

[19:15:59] [EDIT]: OK, so that's why I want to make sure, in MY case, it IS tables (Roulette)?

[19:16:32] [EDIT]: If you have started playing Roulette than yes, in your case you must stick to table games

[19:16:45] [EDIT]: I think (I hope!) I started with Roulette... Cool! Tx

[19:17:05] [EDIT]: Can you maybe make sure for me??

[19:18:52] [EDIT]: I'mn sorry I don't have a way to check it

[19:19:11] [EDIT]: You can send an email to [email protected] to get it checked

[19:19:14] [EDIT]: Oh??! Also, may I partake in your "Special Promos" offer, that you have until end of June, even though I have an "active" bonus?

[19:21:01] [EDIT]: Which special promo?

[19:21:43] [EDIT]: Any one in your "Bonus market", like no wagering spins?

[19:24:57] [EDIT]: You have 250% bonus on your next deposit + 75 spins with no wager

[19:25:34] [EDIT]e: Tx.

Operator [EDIT] has left the chat.

The chat is ended. (19:32:45)

Yes??

11:20

As you can see, I explicitly told you you are not allowed to switch games within wagering

"If you started wagering with table games, you must complete the wagering in tasble games

[19:15:19] [EDIT]: switching games is not allowed "

No, you didn't . You only said it doesn't COUNT for wagering, AS STATED IN YOUR BONUS T'S & C'S

Are you kidding?

Read the chat

11:21

I told you slots are counted for 100% wagering

I also explicitly told you you are not allowed to switch games

[19:15:10] [EDIT]: If you started wagering with table games, you must complete the wagering in tasble games

[19:15:19] [EDIT]: switching games is not allowed

You have played both table and slots games

within wagering

11:22

SHOW me where it is stated in your Bonus T's & C's that switching is not allowed please!

www.casinodisco.com/bonus-terms-conditions

"Once a player starts to use a bonus on slot games, the wagering must be completed on slot games. Similarly, once a player starts to use a bonus on table games, the wagering must be completed on table games."

Yes, as you also said, that pertains to WAGERING; it doesn't say play is not allowed

yes and you ahev switched before finishing wagering

Meaning I can play other games (switch), but it just won't COUNT for wagering... BIG difference

no

11:25

I'm sorry [EDIT] I ahve explained it explicitly

Your T's & C's clearly states that only the one is allowed for meeting wagering once started, but it doesn't exclude us from PLAYING/switching to other NON-wagering games...!!? No one has ever told you slots does not count in wagering

11:27

You ahve the chat in front of you

just read it

11:27

also on the bonus terms and conditions

they state slots wager 100%

Wagering Contribution Table

Game Category Stake % Contribution

Slots (all varieties) 100%

Blackjack (all varieties) 10%

Roulette (all varieties) 10%

Casino Poker (all varieties) 10%

Baccarat (all varieties) 10%

Video Poker (all varieties) 10%

Craps (all varieties) 10%

Casino War 10%

All other games 100%

Yes, I CAN read! It basically say switching won't COUNT for wagering, NOT that it may not be done!

"once a player starts to use a bonus on slot games, the wagering must be completed on slot games. Similarly, once a player starts to use a bonus on table games, the wagering must be completed on table games."

And I also told you on chat switching is forbidden

Just tell me again please, WHY EXACTLY WAS MY WITHDRAWAL REJECTED???

Due to switching games

within wagering

Which is a breaching of our terms and conditions

Which is irregular play

Disco Casino reserves the right to withhold any withdrawals and/or confiscate all winnings and Bonuses for irregular play. "Irregular play"

Whatever. I WILL report you (Casinodisco), since it's clear that you're absolutely adamant in not seeing MY side of the story and do what is right. In NO way did I ever make myself guilty of "IRREGULAR play", but you guys are just set on cheating and stealing from me. Good luck!

What your side of the story?

You knew you are not allowed to switch games. You even came on chat and received an answer you are not allowed, you agreed to those terms and conditions - and you went to do it anyway READ your Bonus T's & C's correctly!

Where do you see it says it won't count to wagering?

I really looked

Couldn't find anything like that

As I said, WHATEVER; your choice. Keep on being crooks. Either rectify this and understand your terms correctly and do the decent thing, or you WILL be reported. I'm not an ashole and giving you the choice here, as it is clear that you yourself understand what your T's & C's actually says, incorrectly.

I think you insist to make up your own interpretation on very clear terms and conditions

You withdrawal will not be reinstated

Your T's & C's clearly states: "...THE WAGERING MUST BE COMPLETED...". NOWHERE does it say play on other games is NOT ALLOWED!

but you then have started playing slots and completed the wagering on slots

that's a clear breachement of the term

Breachment of WHAT term exactly?? Please quote??

this exact quote

"once a player starts to use a bonus on slot games, the wagering must be completed on slot games. Similarly, once a player starts to use a bonus on table games, the wagering must be completed on table games."

You have started wagering the table games, then continued playing the wager on slots games

That's breaching

Exactly, CONFIRMS what I'm saying. Anyway, have it your way... Let's see what Casinomeister e.a. has to say. Bye!

Regards, [EDIT]

Read the casino review

1 Response

ThePOGG
Jul 03, 2019

Hi tpshrek - welcome to ThePOGG.com!

I'm afraid there's nothing we can do for you here. There is perhaps an argument that the terms were insufficiently clear - and I'll say that I'm not personally fond of these terms - but you went on Live Chat and asked for clarification of this issue. You were explicitly told "switching games is not allowed". That is all the clarification that is required to know that you are not allowed to switch game types even if the terms were to be considered insufficiently clear.

Given the above there's no grounds for us to challenge the operator's actions.

Thanks,

ThePOGG

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Agreement

tpshrek 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:

  • Casino Disco
  • Curacao eGaming
  • Game Tech Group N.V.

July 3, 2019