Gale&Martin - Owed 30000€

Ruling

Found for the Casino - Where you claim a bonus with a maximum win term the maximum the term defines the maximum you will ever be allowed to withdraw from play associated with those funds.

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Player's Complaint

I signed up to this casino in September naively not realising that they weren't licensed by the UK..anyway I've deposited a total of £1100 over that period. I submitted a deposit of £20 (22.7€) and received what they said was a 100% bonus it was actually (22.6€) but maybe that's me being petty!!!I won 1500 and decided to withdraw....the next day I thought I'd give it one last go and susequesntly won 30000€. Excited I processed a withdrawal...I had to submit my details over 6 times until they were finally approved. I then received several emails which stated it was processing and I would receive the funds within 4 to 5 days. I enquired with the support team and all of them assured me it was processing and would be available shortly. I then receive an email which said everything was successful and complete. 20 minutes later I received and email from the VIP team asking me to be in contact with regards to the withdrawal . they promptly rang and acknowledge that the win was a large one and then subsequently told me they weren't paying it...Bar 470 they had voided the lot due to the bonus ruling of 20x deposit..now I see this is posted in their terms but I was under the impression that it would be tied with wagering and I knew I had far out wagered any limits that could of been placed. I had a rather heated debate with the man and asked why in earth he had rang me to tell me this after 6 days and several conversations with several members of team who had all acknowledged a 30000 win...His response was he doesn't receive and email until processing is complete...angry, I then go back to email to find a new email appear, except this has been back dated, saying my 470 withdrawal is accepted and processing therefore making the successful processing email look like it is associated with that amount rather than the 30000. During the phone call I asked for him to email me everything we had discussed. He then emailed me saying I and wagered enough for the 30000 but due to terms and conditions I couldn't withdraw...a concept I still don't understand...I then did my research to the company after feeling completely mislead and found they have no UK licence...I emailed asking if this was indeed true to no response. I the emailed with regards to the fact I didn't actually receive 100% bonus (I know it was petty but I was angry!) and therefore the terms and conditions should apply. He then returned my email saying it didn't matter whether I had received 30% of 100% (despite the advertising) I still want getting paid. I just feel like I've been completely conned to be fair... now I'm not daft enough to relaoaw that terms are terms...upset as I am I get that but on the flip side every single person acknowledge my win as I knew it to be...and also they've accepted and processed my money as well as my verification documents without a UK licence. And I still haven't received my 470 that they say is all I'm entitled to. I now know they are absolute cowboys but that doesn't help what's happened!!!

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