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Everest - Not awarding UK players with bonuses

Ruling

Resolved - Everest has informed us that they've resolved this issue and the player is non-responsive so we assume they are satisfied.

Read our Everest Casino Review.

Player's Complaint

On your review for Everest Casino you say that Everest accept UK players. After depositing and not receiving the bonus I contacted Everest Casino via Live Chat. They told me that that they do not give out bonuses to UK players, and that I may not even receive my money back:

"[CASINO REP]: Hi, how may I help you?

[PLAYER]: Hi [CASINO REP].

[PLAYER]: I've just signed up for a new account. I've made my first deposit, but unfortunately the bonus was not added. Could you please add my bonus for me?

[CASINO REP]: Ok. I will check this for you, please hold one moment.

[CASINO REP]: Thank you.

[CASINO REP]: We regret to inform you that we can not credit any bonuses to players from the UK. This is due to the UK laws and regulations around gambling. The following is stated in our terms and conditions. "4.14. You must not apply for or open an Account if you are located in a jurisdiction in which applying for or opening an Account and/or using our Services is unlawful or contrary to any applicable regulation ("Prohibited Jurisdiction"). It is your responsibility to ensure that this is not the case. We reserve the right to immediately suspend your Account if we discover that your Account has been opened, or is being used, from a Prohibited Jurisdiction. "Prohibited Jurisdictions" include France, Italy, the United Kingdom, the United States of America and other jurisdictions in which we do not operate."

[CASINO REP]: However, you can have an account from the UK. The only thing that differs from a non-restricted area is that you can not receive any bonuses. We are sorry about this, and we know it is not absolutely fair. We can not do anything about this though. We apologize.

[PLAYER]: Are you sure about this?

[PLAYER]: There is no 4.14 in your terms and conditions.

[CASINO REP]: Yes, this is the UK regulation that applies in this case. Sorry for any inconvenience. I cannot credit any bonus since we have the UK regulation.

[PLAYER]: I can still withdraw my money though?

[CASINO REP]: I will check and see with our Paymens department if this is possible as an exception since you did not not about the bonus.

[CASINO REP]: We will contact you by email regarding this as soon as we receive an answer from them.

[PLAYER]: Ok.

[CASINO REP]: Since we have this rule on Money Laundering that you have to play for the money you deposit I have to check with them

.

[PLAYER]: Shall I wait here for the answer or shall I wait for an email?

[CASINO REP]: We will contact you by email! As It could take some time to get a reply from the Payments department.

[PLAYER]: Ok.

[CASINO REP]: I am sorry for any inconvenience regarding this. "

If you check their UK terms and conditions there is no term 4.14. Your review of them states that they accept UK players in both the overall Review and the Bonus section. If this is no longer the case then I hope you guys will remove this as otherwise others like me will fall into this trap.

Read the casino review

6 Responses

User icon
ThePOGG
May 17, 2017

Hi Beary - welcome to ThePOGG.com!

That is a very odd chat conversation. My honest opinion is that the chat rep has got confused. Everest casino do hold a UKGC license and as such there's no legal barrier to them accepting UK players. There are also no license requirements preventing them from issuing bonuses to UK players.

I suspect that they've got mixed up with one of the other properties owned by this group that are not operating under a UKGC license.

I'll contact the operator and see what we can find out for you about this.

Thanks,

ThePOGG

User icon
ThePOGG
June 2, 2017

Hi Beary,

Firstly apologies for the delays. It took longer than expected to get hold of our contact at this group.

Unfortunately they have confirmed that this group do not give bonuses to UK players. This is in fact detailed in their General Terms and Conditions, though not their Bonus Terms and Conditions. I do apologise for this as it was incorrectly listed on our site.

I am currently enquiring to ensure that you can withdraw for free and will revert when I get an answer to this question.

Thanks,

ThePOGG

User icon
ThePOGG
June 7, 2017

Hi Beary,

I've heard back from Everest and they've confirmed that you will be able to withdraw for free.

Sorry we couldn't get you the bonus.

ThePOGG

User icon
ThePOGG
June 19, 2017

Hi Beary,

Have you managed to withdraw your funds?

Thanks,

ThePOGG

User icon
ThePOGG
June 26, 2017

Hi Beary,

If we've not heard back from you by Friday the 30th of June I'll assume you've received your funds and close this complaint.

Thanks,

ThePOGG

User icon
Beary
June 30, 2017

Thanks for your help Pogg,

I had requested a withdrawal but it didn't go through. I received an email asking for scanned copies of my passport and the front and back of my payment card. Is this the usual practice? Even if I haven't played any games at all?

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Beary 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:

May 17, 2017

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