Gate777 - $9000 confiscated due to breaching terms and conditions

Hi blessed123 - welcome to ThePOGG.com!

As we are the ADR for the White Hat Gaming license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

https://thepogg.com/terms-of-use-for-dispute-resolution-service/

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

I'll contact Gate777 and see what we can find out for you.

Thanks,

ThePOGG

Thank you so much the pogg, really hope you can sort this out. I really appreciate this x

And with all this I do realise that there is a 12 hr difference with GTM time and NZ time but it still doesn't add up :-(

The deposit I made was 01.29am GMT which is 13.29pm NZT 4th July 2019 transaction ID - 11359013 and my withdrawl was at 03.20.07am GMT and 15.20.07pm NZT 4th July 2019

The offer that was made and my deposit where they think I have breached the terms and conditions are: The welcome bonus offer which was Rollover bonus 50% bonus + 100 extra spins was available in my account from 14.59pm DMT 3rd July 2019 ( 2.59am NZT which was 4th July 2019 )

And the deposit made was $20 at 15.22pm GMT 3rd July 2019 which is 03.22 NZT 4th July 2019 and the reference ID - 10386285227 so this is the information where they believe I breached which is NOT the correct transactions to when I DEPOSITED for my winnings

I have every single screenshot of the conversations between the casino operators, screenshots of my account history and all my proof of deposits if you need them . . I have every single bit of info you need to proof that I am in the right. . .they aren't willing to send me any evidence on there behalf that I breached. Have u had any luck yet the pogg? I desperately need my winnings ;-( this has caused me great sadness and frustration.. look forward to your reply

Hi there I have finally figured out where gate777 has made there mistake. 1. The bonus of 50% welcome bonus+100 spins was available (not claimed)in my account on the 04-07-2019 at 01.59NZ (03-07-2019 @ 13.59GMT) Reference ID -11349426 Deposit-$20 2. 04-07-2019 02.05NZ (03-07-2019 14.05 GMT) Reference ID - 11349503 Deposit-$20 3. 04-07-2019 02.23NZ ( 03-07-2019 14.23GMT) Reference ID - 11349684 Deposit-$20 This is where the 50% rollover bonus was added. This is also the deposit for a separate withdrawal of $1000. The withdrawal was made over half an hr after depositing at 03.05NZ (15.05 DMT) So this is where the breach accurred and this withdrawal should of been confiscated. 12 hours later. . . 3. 04-07-2019 13.20NZ (04-07-2019 01.20 GMT ) Reference ID - 11349684 Deposit-$20 4. 04-07-2019 13.29NZ (04-07-2019 01.29 GMT) Reference ID - 1135913 Deposit-$20. This is the deposit I made for $9000 withdrawal. The withdrawal I made was at 15.27NZ ( 03.26 GMT ) 3 hours of playing At Gate777 there is a maxi limit of $5000 A week. I had 4 separate withdrawal pending. 1. 04-07-2019 03.05 $1,000.00 10386633102 2. 04-07-2019 15.27 $1,000.00 3. 04-07-2019 15.27 $1,000.00 4. 04-07-2019 15.27 $2,000.00 I emailed through verification documents and received email stating they had been approved At 03.25NZ (05-07-2019) I received this email from [email protected] Dear [EDIT] Your account has been found to be in breach of clause 8 of the promotional Terms associated. Clause 8. The maximum bet allowed while the bonus is in play is NZD $5.Should you bet higher than this while the bonus is in play, the casino reserves the right to confiscate all winnings. Therefore,your withdrawal has been cancelled, your winnings have been confiscated and your deposit of NZD $230 has been returned to your gaming account. Your $1000 NZD who was won with no bonus attached will be paid out as per normal. Thanks Regards Accounts team. Sooooo,as you can see they should have confiscated that 1st withdrawal of $1000 done at 03.05NZ and not my big win as it's a total different transaction and absolutely no bonus with attached. I have 100% proof as I took screenshots of the conversation with the chat line stating this as well as all of the betting history. I have now been blocked from Gate777 for claiming that the deposit 03-07-2019 15.23.38 (correct time is 14.23.38) was not made by me and my card been blocked. I didn't not once claim that. All I stated was this was not the correct deposit I made for my big win to be confiscated! I've sent through numerous emails with all the evidence and info and I'm being ignored I'm getting so angry and frustrated. I have spent the last 20 days and night figuring this out ;-( Pleeeeeeeeease help pogg.I have all evidence. .I desperately need my money. Yours faithfully blessed123

Hi blessed123,

We've received your second complaint submission. There is no need for you to open further complaint files. All issues will be addressed in this file.

We will respond to you once we have relevant information to pass on.

Thanks,

ThePOGG

Thanks pogg. They have now unblocked my account but not my card. And they saying my card is unblocked on there half and I need to contact my bank. They are lying. And they have manually changed my account history and withdrawal history . I have all the original account history copied. ...would you like me to send through?

Hi blessed123,

Can you please forward on your copies of the account history to [email protected]?

Thanks,

ThePOGG

Hi the pogg

I have had some trouble sending through account history with the pdf format as the file to large . Just wondering if you have received?

Regards blessed123

Hi blessed123,

I've reviewed the file you sent through. Unfortunately the screen shots are not in chronological order, which likely accounts for your error in this case. You can see this from the first and second page. The first page starts at 02:23:21 and ends at 02:22:19 - so starts with the newest at the top and gets older as we work down the page. The second page starts at 02:23:52 and ends at 02:22:50. This means that it in fact duplicates much of the information on page one but shows transactions even newer than page one.

Effectively the pages run from oldest (pg1) to newest (pg37) but from newest (top) to oldest (bottom) with some duplication occurring between pages. This make your particular file somewhat challenging to decode.

Regardless, I've reviewed it and compared it with the transaction history that has been provided by Gate777 and there are no discrepancies in terms of the order of events.

On pg35 of your document you correctly highlight where the contested bonus is 'released' (i.e. the wagering requirement is completed). However, you will also see that both directly above and directly below these lines (i.e. both before and after) you were betting $10/spin:

For the purposes of this discussion it is the bets before the wagering requirement that are important, as these violated bonus terms.

To provide a little more clarity on the specific timeline of events, on the 4/7 at 02:29 server time you deposited $20 and received a $10 bonus. This bonus came with a 35x(d+b) wagering requirement meaning you had to wager a totla of 35x30 = $1050 to release the bonus. You then started wagering and at 03:50 server time placed a wager of $4 taking your completed wagering to $926 (meaning you still had $124 of wagering to complete). A this point you raised your bets to $10/spin. From that point on your bets were in violation of bonus terms and as such the operator are within their rights to void the bonus contract and reset both parties to starting positions. You big win came after this point but was derived from a wager placed with void funds and as such would be considered void.

With regard to the issues with your card - no card provider allows a 3rd party merchant to make decisions for them. Gate777 could certainly restrict you from being able to deposit with them. If they believed you were likely to issue a chargeback they could also file a report with your card provider. But ultimately it would be the card provider that would decide what action to take. Likewise, even if the operator has filed a report and your card provider has viewed it as concerning and put security restrictions on your card, the operator would not be able to release these restrictions. This again would be a decision that is taken by your card provider. In short, if your card is locked for depositing anywhere other than Gate777/White Hat Gaming casinos, you do need to contact your card provider to resolve this issue.

Sorry we could not be of more help.

ThePOGG

Hi there

After weeks of emailing gate777 asking for them for there side of my betting history they finally sent me there version of my gameplay. Its much different. And incorrect. In the gameplay it states at 03.16.25 (correct GMT 02.16.25) that my cash funds turned to bonus. I see that at 03.16.25 while playing rugby star on a 0.50 bet its states debit $0.07 and than balance down to $0.00 and than the same time $0.43 and than next balance is $9.57. So was this the bonus that come into play ?The lowest bet is $0.50, but its stating i done $0.07 and $0.43 bets. And I know I NEVER got my funds down to $0.00 at all for this mysterious bonus to appear. And on the transactions history in my Gate777 account it's doesn't state anything about this. The original screen shots of history before they blocked me states nothing of the sort or any bet, bonus or my money dropping to $0.00 at 03.16.25 (02.16.25 correct GMT) but it seems to appear after they unblocked me in my account history . I know they have edited my history and made a few amendments to make it look like a bonus was added when it wasn't. On there account summery I received from Gate777 they have 2 account ID for my initial deposit( deposit ID 10392982183). They are 30395706 and 11359013. The account ID numbers for my 3 confiscated withdrawals are 30395706 but this mysterious rollover bonus account ID - 30513337 has a different ID all together. Strange and confusing. Another thing is there was no bonus spins added to my account to state this bonus was active in my account.

Gate777 has also failed to provide summary for the history of my cash bets. Can only see the bonus bets. Is there any possible chance you could gather my entire history of my game play and summary from the 02-07-2019 please?

Much appreciate your time and help on this case

Sorry about the account history information I have provided as that's how the format is on the account history . . Very confusing

Hi there, any more info?

If anything they could at least give me a goodeill gesture and pay me half my winnings?

Very upsetting and disappointing as this is still not resolved and I've been very patient ;(

Kind regards blessed123

Hi blessed123, While we appreciate you sending through the additional game play history, this does not show anything abnormal or contrary to the history provided by the operator. At 01:29:60 your time, 02:29 server time you received a bonus: You seem to have mistakenly interpreted the point where the balance reached zero at 02:16:25 as the point where a bonus was added. This is incorrect. Your balance was not actually zero as you had a $0.07 bet in play at this point (i.e. you spun your last $0.07). This is just another bet: You have correctly identified the point where your bonus was released (i.e. the wagering requirements were completed at 02:57:52 your time, 03:57 server time: These bets were placed before you had completed the wagering requirements and as such were in violation of bonus terms and conditions. As such the operator are within their rights to consider the bonus contract void and reset both parties to starting conditions. Thanks, ThePOGG

Hi again

I'm confused.

This still wasn't the welcome bonus.. Could explain the wagering requirements as shouldn't it be the $10 bonus I had to wager?

Hi blessed123,

The bonus you claimed was the fourth stage of the welcome package where you received 50% up to $100 and 100 free spins. As such it was subject to welcome bonus terms and conditions.

Thanks,

ThePOGG

Can you please see what game the 100 free spins were on from the deposit as I can't see any free spins were added. . Kind regards [EDIT]

Hi blessed123,

This has no bearing on your claim. The bonus in question can be clearly identified, the point where you completed the wagering requirement is also easy to establish. Bets placed before the wagering requirement was completed breached the terms for this bonus. No matter where, when or if the free spins were credited, it does not change the basic facts and as such does not constitute any sound ground to contest non-payment.

Thanks,

ThePOGG

This is not true. I have also sent you guys through proof of the screen shots of the conversation with gate777 chat line of the customer support people with them stating " It was not a "welcome bonus" And with them stating I only had to wager the $10 bonus? And I also have sent you through screenshots with a conversation with gate777 with them stating when the " Correct deposit was made

and the welcome bonus was added? . .so were they lying? This was my 11th deposit. . That day I had collected win I already made 7 deposits with me not claiming any bonus. With no 100 free spins added this 100% supports my case of this not being a welcome bonus

Hi blessed123,

The welcome package does not have to be claimed over the first four deposits - it is opt in. And the free spins may simply not have been claimed by you - if they are not played they don't show in your account and expire.

Please send through the Live Chat record where you were explicitly told that this was not a Welcome Bonus.

Thanks,

ThePOGG

Hi blessed123,

I've reviewed the terms and conditions at Gate777 casino again. Unfortunately whether or not the bonus was a Welcome Bonus makes no difference to this case.

For non-welcome bonus play the maximum allowed wager term is as follows:

"2.3 “Irregular play” includes, but is not limited to, any one of the following types of play:

• Placing single bets in excess of 20% of the value of the bonus credited to your account until such time as the wagering requirements for that bonus have been met unless otherwise stated. For example, if you received a bonus of $200, then the maximum bet that can be placed is $40. The 20% rule does not apply if the bet size is less than $5;"

In this instance the maximum allowed wager would be $5 - as 20% of your bonus would be $2, less than then $5 threshold outside of which the term becomes active.

As you were wagering $10, this is higher than either the $2 or $5 limit that would apply to non-Welcome Bonus bonuses.

Thanks,

ThePOGG

Hi there again I have forward the screenshots of the live chat record. As you can see they stated " the offer (50% bonus + 100 extra spins) was available in my account from 14.59 and deposit was made at 15.22 GMT .This is the deposit with bonus was claimed . Cheers [EDIT]

Hi blessed123,

That's simply the Live Chat agent telling you this bonus is still available in your account. It does not stipulate that it is not a Welcome Bonus.

But again, regardless of whether or not this was a Welcome Bonus, the $10 bets you placed violated the maximum allowed be rule for ANY bonus.

I'm sorry, but there is nothing further we can do to help you.

ThePOGG

Hi there the pogg. I have some new information.

At 01.38.20 after spinning my last $0.50 bet my balance is down to $0.17. You cant do a $0.17 bet as the lowest bet on rugby star is $0.50 so this is where my cash funds should of been depleted and bonus funds released. But instead a $2.50 credit was added which carried on my cash funds. 

But as you can see at at 02.16.25 is where they released my bonus funds. I find this a major system glitch as I should of been wagering my bonus funds at 01.38.20 and I would of meet the wagering requirements if this was the case.

As you said I only had $124 left to wager if this was a welcome bonus, I well and truly would have meet wagering requirements.

You guys were wrong when you stated in the above comment that I seem to have mistakenly interpreted the point where the balance reached zero at 02:16:25 as the point where a bonus was added. This is incorrect. Your balance was not actually zero as you had a $0.07 bet in play at this point (i.e. you spun your last $0.07). This is just another bet:

I have numberous information from gate777 that this is where the bonus was added, and I also have new information that this bonus was a deposit match not welcome bonus. This was not my last spin as you can not do $0.07 spins on rugby star . $0.50 is the minimal spin. . So even if this was a welcome bonus tho, I still would have meet the wagering requirements

You guys were wrong when you stated in the above comment that I seem to have mistakenly interpreted the point where the balance reached zero at 02:16:25 as the point where a bonus was added. This is incorrect. Your balance was not actually zero as you had a $0.07 bet in play at this point (i.e. you spun your last $0.07) This is jst another bet

I have numberous information from gate777 that this is where the bonus was added, and I also have new information that this bonus was a deposit match not welcome bonus. This was not my last spin as you can not do $0.07 spins on rugby star . $0.50 is the minimal spin. . So even if this was a welcome bonus tho, I still would have meet the wagering requirements

Hi blessed123,

You can see clearly in the screen shot YOU provided above exactly where you completed your wagering requirement. You can see on both sides of that point you were betting over the limit.

The interpretation of what specifically was happening elsewhere in the play history is not relevant. You bet over the limit while you had a bonus.

I understand that you do not want that to be the case, but that does not change the facts of this case. I'm sorry there is nothing further we can do to help you.

ThePOGG

So are you saying the the gameplay is not revelant? In other words the gameplay bets isn't enough evidence? When my gaming history clearly SHOWS at 01.38 that my cash balance was at $0.17. You cant do a $0.17 bet, So why wasnt my $10 bonus funds released? I would of meet the wagering requirements so there would be no breach on my behalf. Is it ok for gate777 to have in correct gameplay to use against loyal customers to steal there winnings ? Did you recieve my latest email ?

When there is a mistake on my gameplay that clearly states a "error" where my bonus clearly should of come into play when my balance was at 0.17 at 01.38 speaks for itself .How could you ignore this information when it's totally revealant to this case . Clearly there wasnt enough funds to spin at 0.17 so this is where my cash funds should of been depleted and my $10 bonus come into play. So at this stage, I only had the $10 bonus to wager. If you actually took the time to look into this history you would clearly see the error. At least 40 mins of gambling time between the correct bonus release and incorrect bonus release I would of well and truly wagered the $124 i supposedly had to wager before i did the $10 bets.

Hi blessed123, I'm not saying that the gameplay is irrelevant. I am saying your interpretation of the information is incorrect. The relevant point - where your wagering requirements were completed - is very clearly displayed. Thanks, ThePOGG

Yes they are clearly displayed but does that mean they are correct does it ? It also clearly displayed on the gameplay that I gambled right down to $0.17 and theres no such thing as a $0.17 spin on Rugby Star.Its pretty disappointing that you guys are avoiding this error and not recognizing that " The numbers dont add up. Can you or Gate777 please clear explanation of this $0.17 spin and why my bonus wasnt added? as this was my deposited funds which should of rolled into the bonus funds

Hi blessed123, As was explained to you this is your mis-interpretation of the data, not new information. The transaction in question: On line 8240, you placed a wager of 0.50 credits, leaving your balance at 0.17. It can be established from the 'debit' entry that this was the wager being placed. For further evidence of this see line 8241 where your new balance was 0.67, allowing for a wager of 0.5 to take your new balance on the next line to 0.17. This spin resulted in a win of 2.50 credits, which is accounted for on line 8239. Adding this to your balance (hence the 'credit' entry) gives you a new balance of 2.67 (as you had a balance of 0.17 after the wager and before the winnings were added). You never placed a wager of 0.17 credits. This is simply the system using two rows to account for a single spin. One row to remove the bet, the other to add the subsequent winnings. ThePOGG

That still doesn't explain nothing. I have reached out to ECOGRA for help as you guys have not looked into this dispute in the manner i was hoping for .

Hi blessed123,

I'm sorry you feel that way. But we answered your EXACT point, demonstrating that your claims about your balance reaching 0 due to an impossible 0.17 bet were non-valid. There is nothing further that we can do to help you.

ThePOGG

My claims were not about my balance reaching 0 due to an impossible 0.17 bet. I'm trying to say that once the balance was at 0.17 absolutely no spin could of resulted in a 2.50 credits. A 0.50 wager took my new balance to 0.17, and your stating the next spin resulted in a win of 2.50 credits?  

Hi blessed123,

I am saying that your balance was 0.67 (line 8241). You placed a wager of 0.50 (line 8240) which reduced your balance to 0.17. This wager resulted in a win of 2.50 (line 8239) which increased your balance to 2.67.

There was never a wager of 0.17. It did not happen. That was the balance AFTER you placed a wager of 0.50. The wager of 0.50 resulted in a win of 2.50.

As already explained, these these three entries all related to different stages of the same spin.

ThePOGG

No. The wager of 0.50 resulted in a lose as it clearly states DEBIT. At 1.38 while spinning on $1.00 bet my balance was than 0.67. I reduced my bet to 0.50. This was my last spin (0.67 - 0.50 = 0.17) as it states debit. There was no win with this spin. My balance is 0.17 . That 0.50 spin did not result in any of $2.50 as that spin was NOT a win.

Regarding this dispute about the balance of 0.17 the main dispute is regarding the bonus applied . The fact of the matter is this was not a welcome bonus. My conversation with [EDIT] from customer support: [EDIT] - I do see on the 04/07/2019 that a deposit of $20 was made the bonus offer at the time was, 50% bonus and 100 spins was applied to the account once the funds reflected on the account . That was not the welcome bonus just a standard bonus offer available to our plays .The welcome bonus as I mentioned falls through if not selected . Standard bonus wagering requirements is the bonus × 35 not the deposit and bonus . I have screenshots to prove this conversation . My winnings have been confiscated under incorrect unjustified reasonings to begin with . Even with all my screen shots with multiple staff from the gate777 customer support stating this . . Is still not enough proof ? I really cant believe it

[EDIT] And turning to "the pogg" for help as I would of thought you guys would resolve this has been another major let down and disappointment. I feel you guys haven't disect this gameplay and my information properly. And ignoring the information from gate777 staff on chat line backing me up

Gate777 Standard Promotional terms and conditions:

5.5 EXAMPLE 1: A Player has purchased NZ$100 and received a bonus of NZ$100, therefore has a total balance of NZ$200. The Player has decided to play slots only, therefore, the Player must stake (wager) 35 X NZ$100 bonus = NZ$3,500, before the bonus is converted into cash and eligible for withdrawal. 

However, this is different for your Welcome Offer, as this requires you to wager the initial cash deposit figure + the bonus. For example, deposit NZ$100 with a 100% Bonus Match (NZ$100)= NZ$200 x 35= NZ$7,000 . 

As I only played slots ( rugby star ) and considering it wasnt a welcome bonus. My wagering requirements were only $10 (bonus) × 35 = $350.

So why hasnt this been identified that I did not breach?

Hi blessed123,

The 'debit' statement is 'removing funds'. When you wager your bet is 'debited' from your account. Your balance while the spin is in progress in this instance is 0.17, which is what is recorded in the data. When the spin concludes, if there are winnings they are then 'credited' to your account, moving your balance up. In this case there are winnings of 2.50 If you simply refuse to accept that interpretation of the information and instead choose to believe that there was a 0.17 bet that was impossible on the game in question, that is your prerogative. You are free to challenge the operator via the legal systems. But being very familiar with the way that the White Hat Gaming system records wagers I can state as fact that this is what has happened.

As to the Welcome Bonus - this was the forth part of the Welcome Package and was subject to Welcome Bonus terms. And this specifically was the reason that I was reluctant to reopen this discussion with you in the first place. You have not brought new information to be reviewed, you are simply unhappy with the answer you received during the previous review of your claim which does not merit reopening a case.

As stated last year - the Live Chat operator does not tell you that this was not a Welcome Bonus. The screen shot you provided was actually more than a little mis-representative of the facts in question. You went on live chat on the 12th of July, 5 days after all of this had occurred, and posed a hypothetical question to the operative, not asking about the previous bonus but asking what the wagering requirements would be given a bonus you posed. As your previous bonus was the last stage of the Welcome Package, the operator informed you "I have reviewed your account and I see that you are out of the welcome offer phase.", meaning that future bonuses did not use the Welcome Bonus terms. This was very clearly not a statement about the bonus you had previously claimed and representing it as such does not accurately reflect the truth of the situation.

I'm am sorry you are unhappy with the outcome of your case but there is nothing further we can do to help you. As stated, you are free to pursue this issue via the court systems but no further discussion of this issue will be engaged via us.

ThePOGG

Thanks for the reply, could I please send through new information about this deposit and bonus ?

Have sent through new information .

Hi blessed123,

The Live Chat that you sent through was from the 17th of March this year (i.e. long after the events in question). At the time you claimed your welcome bonus, Gate777 allowed the stages of the welcome bonus to be claimed non-sequentially (i.e. you could claim other bonuses in between). In the intervening time period this policy has changed and the welcome bonuses now have to be claimed on your first four deposits. The Live Chat agent you spoke to was employed after the change in system and as such interpreted the information on your account incorrectly. They concluded that as this bonus was awarded on the a deposit beyond the 4th deposit that it was not part of the welcome package.

As previously conveyed, your bonus was the fourth stage of the welcome package.

ThePOGG

Hi there again

Now that is more lies that gate777 has just came up with. There standard terms and conditions where last updated 17 April 2019. So that is not true. Please can you forward me some evidence supporting this ?

And also the live chat agent was not employed after the change in the system and did not give me wrong information about my account .. because as I communicated with 3 chat agents at the time of the confiscation stating the exact same thing saying this was not a welcome bonus

Hi blessed123,

As stated above, we were satisfied that this case had been concluded appropriately in September last year. We've looked at what you have subsequently presented and it does not change that outcome.

There is nothing further we can do to assist you.

If you wish to pursue your case further I would advise you to seek legal representation and engage with the court system to seek further opinion on your case.

Thanks,

ThePOGG