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Casino Lab - Withdrawal has been revoked

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Casino Lab Review.

Player's Complaint

I made an initial £20 deposit, to receive a £20 matching bonus. Once my £20 was spent, I was then playing with my bonus. I managed to win £900 with my bonus, which stayed as a bonus fund. As I'm well aware I needed to wager 40x my £20 to unlock the bonus, I wagered a series of £20 wagers until I received a notification about my bonus converting to real money ("you are now playing with real money"), at that point, I withdrew my £870.

However, CasinoLab has revoked the withdrawal, citing it's a breach of their bonus T&Cs. If that's the case, they should've returned the bonus £870 to me rather than cancel it outright.

1. If it's against T&Cs, why did the bonus convert to real money that I could withdraw? Rather than stay as a bonus. I received confirmation that the withdrawal went through, and a note to say that I could not cancel or reverse it.

I made further bets on the basis of this win, money I should not have bet otherwise, but felt comfortable on since I made a significant win. I feel I've been conned.

Read the casino review

6 Responses

User icon
thepogg
July 4, 2021

Hi AXCas190 - welcome to ThePOGG.com!

Specifically what term does the operator claim you violated?

Thanks,

ThePOGG

User icon
AXCas190
July 4, 2021

Hi ThePogg,

They claim the violation is “You placed 66 bets of 10 up to 10, which is not allowed when playing with bonus funds”, specifically clause 10, which I do not understand.

I raised this with the casino themselves, and told them that my bonus fund converted to real money, suggesting it was there to withdraw.

The bonus fund changed to real money after their 40x wager requirement was met, so I withdrew. However; if I have violated any terms or conditions, which I’m not convinced I have, I want to know why the bonus of £870 returned to me as a bonus rather than just being cancelled outright.

User icon
AXCas190
July 4, 2021

Why the bonus of £870 wasn’t returned to me as a bonus fund, rather than just being cancelled and revoked by the casino* sorry

User icon
thepogg
July 11, 2021

Hi AXCas190,

Did you place bets higher than the allowed maximum while completing the wagering requirement?

Thanks,

ThePOGG

User icon
thepogg
July 18, 2021

Hi AXCas190,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
July 25, 2021

Hi AXCas190,

If we haven't heard from you by Friday the 6th of August I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

AXCas190 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 Lab
  • Curacao
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Genesis Global Limited

July 3, 2021

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