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Casino Splendido – Non Splendido!

Ruling

Resolved - Casino Splendido took on board our recommendations about an ambiguous term and went the full distance and returned both the players deposit and winnings. As far as I'm concerned this was a surprising outcome of a very positive type. I'm really impressed with Casino Splendido's dedication to treating their players right!

Read our Casino Splendido Review.

Player's Complaint

I signed up to a Casino Splendido offer wager £120 get bonus £120 but £30 max bets. I played some slots and some playing atlantic blackjack when I got offered double or split on blackjack sometimes I did double, I thought this meant my £30 and the double £30 but when I tried to withdraw they said I bet £60 and so have not played by the bonus terms! Point 7 in their terms and conditions. I have tried to ask them this and they say it's one bet. I don't know really where I, stand it's seems to offer split to double and then if you double it means you can't withdraw your winnings!! In your vast knowledge of casinos do I have a leg to stand on do you think? I won £1.266.00 so it seems like I should battle it out a bit. I kind of think they should say that if you double in blackjack on a bonus play then the bet becomes one and exceeds the bet amount and therefore is not a option. Your thoughts/help appreciated.

Cx

Read the casino review

11 Responses

ThePOGG
Apr 09, 2014

Hi coyne - welcome to the site!

This is a difficult one to answer. I've had a quick look at Casino Splendido's terms and conditions and I'm not entirely happy with them;

"7. The maximum stake per bet will be 25% of the bonus amount while the wagering requirement is being met. For example if the bonus value is £100 the maximum bet permitted would be £25."

If I'm frank, I don't think there's a snowball's chance in hell of reclaiming any funds in this instance. What makes me unhappy is that I - like you - am not convinced that the term in question is clear enough. While the term is clear enough when we consider games like Roulette or Slots, where you look at games that allow multiple stages of bets like Blackjack or many of the Poker variants, to me the term needs to read something along the lines of "on a single round of play". The round of play part makes clear that it's the bet on the complete round rather than simply the initial bet.

If you want to provide me the username and email address you use at Casino Splendido I'll be happy to chat to them about this, but I would stress at the outset that I'm not in anyway confident that you have the funds returned.

Thanks

ThePOGG

coyne
Apr 09, 2014

Thanks Pogg

Yes i agree it's a bit ambiguous point 7 . If i had know playing blackjack and taking a double meant i could not win anything i would not of done it . I appreciate your honesty about the chances of getting my win , but if your happy to try and talk to them then thanks and maybe if nothing get their terms made clearer so others dont fall into the honey trap with me . My username at Splendido is [EDIT].
Thanks Cx

ThePOGG
Apr 11, 2014

Hi coyne,

To keep you informed - I have reached out to Casino Splendido and they have got back to me. I have not yet shared the details of the complaint with them as they're trying to establish who the best person to deal with complaints is.

Bear with me.

Thanks

ThePOGG

coyne
Apr 12, 2014

Thanks for keeping me in the splendid on loop
C

coyne
Apr 29, 2014

Hi

Hi

I was just wondering were i stand with my deposit with this , am i in my rights to ask for that back ? wanted to know your thoughts before i email them .
Thanks
C

ThePOGG
Apr 29, 2014

Hi coyne,

I'm still (trying to) discuss this with Casino Splendido right now so please bear with me for a while longer.

Could you clarify for me - you're saying that Casino Splendido confiscated your entire balance including your deposit? If that's the case, unless there's some other issue that Casino Splendido have not so far revealed there's absolutely no justification what-so-ever for them withholding your deposit. I'll bring that up as soon as I can get back in contact with them.

Thanks

ThePOGG

coyne
Apr 29, 2014

Hi Pogg

Thanks for getting back to me, yes they kept my £120 deposit too !
Thanks for helping
C

ThePOGG
Apr 29, 2014

Hi coyne,

I've just checked my email and I received an 'Out of Office' response to my email yesterday. This explains the delays. My contact should be back in the office on Monday the 5th of May, so I wouldn't expect to make any progress before then.

Thanks

ThePOGG

ThePOGG
May 06, 2014

Hi coyne,

I have good news. Casino Splendido have got back to me and they agree with my assessment. They are going to pay you in full - both deposit and winnings - and adjust their terms accordingly.

Please confirm when the funds reach your Neteller account.

Thanks

ThePOGG

coyne
May 06, 2014

Hi Pogg

That's brilliant news and the fact that you have changed something for the better in the shark infested casino world , i was hoping for my deposit back so a massive thank you for your skills in negotiating with them .
I will let you know as soon as it arrives with Neteller
Thanks
C

coyne
May 07, 2014

Hi Pogg

Big thanks to you for getting Splendido to change their terms on this which were blurred till you stepped in . Money arrived today in my Neteller account and i thank you .
C

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