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Casino Gods – Account frozen andmoney confiscated

Ruling

Found for the Casino - Casino Gods have provided sufficient evidence to demonstrate that this player has been engaged in activities that are a clear contravention of operator terms and conditions.

Read our Casino Gods Review.

Player's Complaint

i have recently joined this casino, i deposited and got the £300 for £300 welcome bonus.i played various games mainly live roulette,some live dice games and a few slots.

i got very lucky and got up to £5600 real cash which i withdrew ( i had to withdraw this in parts as i couldn't withdraw all in one transaction so it was £1000,£1000,£1000 £1000 ,£1600 as far as i'm aware).

i have been verified so no problems there, but i received an email saying that i have broken terms and conditions saying that i have undertook fraudulent activities to my advantage and they were closing my account and confiscating all winnings.

i haven't a clue what they are trying to say here so i went onto chat and was told that i have broken the rules of the bonus terms and conditions.

i then replied that i didn't use any of the bonus money and all winnings were from the real cash balance. i then asked for proof that i have done this and i wanted an email with my account history with gameplay included so i could see for myself.

i was told that they couldn't send this information and couldn't get into it her end.

i also asked for clarification on the total withdrawal amounts that i have asked for, eventually she came back with £4600 which i think is incorrect.

i was given an email to complain which i have done so asking for account history and gameplay.

i have since received an email ignoring my request for the account history and repeating saying that i have broken t and c's.

can you please help , i do not see how a casino can confiscate your winnings if those winnings were made from real cash bets, surely this isn't right and i don't see how they can operate like this

Read the casino review

6 Responses

ThePOGG
Sep 16, 2019

Hi humpty777 - welcome to ThePOGG.com!

Specifically which term do the operator claim you have breached?

Thanks,

ThePOGG

Humpty777
Sep 16, 2019

The last I sent I tried to get them to say specifically what I had done wrong, they narrowed it down to 2 terms and conditions which they sent me but still no specific details, the terms were
14.3 and 14.4
But the original email said 12 and 14.
I can email you all emails and chat manuscripts so far if you want, the last email basically said that they won't talk about the matter anymore and don't have to etc

ThePOGG
Sep 17, 2019

Hi Humpty777,

Please forward these communications to [email protected].

Thanks,

ThePOGG

Humpty777
Sep 17, 2019

Hello, I have sent emails and chat transcript to you as requested.
Just to keep you updated, I have just received one payment for £999.20 from casino gods.
I'm guessing that this explains why the lady on chat said I'm only owed £4600 and I said £5600,as they had already processed one of the withdrawals.
I'm sure this helps my case even more as surely if I'd done anything wrong they wouldn't have paid one of the withdrawals.
Also if the site let me withdraw all my money in one transaction and not 5 separate withdrawals I would have been paid out by now.
Thank you

Humpty777
Sep 25, 2019

Hello pogg, just seeing if you had any updates and to make sure you received the emails I forwarded to you last week?
Thank you

ThePOGG
Oct 17, 2019

Casino Gods have provided sufficient evidence to demonstrate that this player has been engaged in activities that are a clear contravention of operator terms and conditions. As such we will take no further part in the representation of this player's claim.

No further posts will be approved on this thread.

ThePOGG

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Agreement

humpty777 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 Gods
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Genesis Global Limited

September 16, 2019