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Casino Ventura – Winnings Void

Ruling

Found for the Player - Casino Ventura appears to have changed their terms, applied the new terms retroactively and tried to hide that they've done this.

Casino Ventura and all operators associated with the Danguad license have now been moved to our Blacklist.

Read our Casino Ventura Review.

Player's Complaint

Hello!

I am looking for any help with situation that happened to me recently with Casino Ventura.

I made a deposit on November 22nd and claimed a bonus. Played, had a win, completed wagering requirements and claimed withdrawal. After some delay I contacted support to ask if everything is alright. They answered that my win was voided because I had bets that were higher than it is allowed by terms and conditions. I've checked through games history and didn't see not a single bet that was higher than allowed. Contacted support again. They've told me to wait, they will investigate the case. Received a reply within 24 hours. It was said that they took my winnings because I violated term and conditions by claiming two bonus deposits in a row. I was surprised that they changed the reason. Also I don't recall that term and conditions had the rule they are saying when I read terms before claiming a bonus.

I would greatly appreciate any help to clarify this situation!

Thank You!

Read the casino review

3 Responses

ThePOGG
Dec 23, 2017

Hi [EDIT] - welcome to ThePOGG.com!

Before we go any further, specifically what bonuses have you claimed at Casino Ventura?

Thanks,

ThePOGG

ThePOGG
Feb 21, 2018

Hi [EDIT],

We can independently verify that the operator has indeed changed the terms after you won. I will provide supporting evidence for that at a later date.

The operator have been presented with this evidence, 7 weeks ago to be exact, and so far have stalled with statements about internal investigations and even an implication that they believe the evidence we have provided (not you) may have been tampered with. We have given them a deadline of Friday the 2nd of March to pay both you and the other complainant otherwise we will be publishing this evidence and Blacklisting their review.

Thanks,

ThePOGG

ThePOGG
Mar 02, 2018

Hi [EDIT]68,

Unfortunately Casino Ventura have chosen to take no further action on this issue.

Below you'll find links to images taken from ChangeDetection.com that show when the change in terms that has been used to justify non-payment of your win happened:

https://thepogg.com/wp-content/uploads/2016/10/casino-ventura-change-detection-1.jpg

https://thepogg.com/wp-content/uploads/2016/10/casino-ventura-change-detection-2.jpg

Not only does this report demonstrate that the change in question took place AFTER your win, it shows that the 'last updated' field at the bottom of the document was back dated significantly to make it appear as if the terms the casino was relying on were in place for a significant period of time.

Effectively this operator appears to not only have engaged in retroactive enforcement of new terms to justify non-payment but has actively tried to cover this action up to make what they were doing appear legitimate.

Unfortunately there is nothing further we can do to help you with this issue at this stage, but we have Blacklisted Casino Ventura and all properties associated with the Danguad license.

Sorry we could not be of further help!

ThePOGG

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