Gate777 - Confiscated money

Hi luuk1988,

As previously directed, if you want us to review your complaint you need to include it here. We do not review complaints via email.~

ThePOGG

Dear sir/madam, I Will start of with giving you some information about myself: [EDIT] Early in august I made a deposit of 200,00 euro at Gate777. I was given a 25% deposit bonus and some free spins when i made the deposit. In total I had 250,00 to play with. I read the terms and conditions and I wasn't aloud to bet more than 20% of the total bonus. Therefor I couldn't make any bet bigger than 10 euro. 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; I played till I got to a little over 4900,00 euro's and I wagered enough to be able to cash some money. I then received an e-mail that betting more then 5 euro was not aloud with them refuring to the additional terms and conditions for a welcome bonus. I was at that moment playing for 17 months at Gate777 and the bonus was not called a welcome bonus. The bonus on their site was called a ' 25% + 25 spins bonus' This is the bonus I activated: 07/08/20 22:54:56 ROLLOVER BONUS 25% BONUS + 25 EXTRA SPINS €50.00 €50.00 I have been in their chat several times but they are telling me that I could have know it was a welcome bonus because I received free spins alongside the 25% bonus. (06:17:46 PM) [EDIT]: Show me where on my account i could have seen that it was an (extremely late) welcomes bonus (06:18:02 PM) [EDIT]: Not in History (06:18:05 PM) [EDIT]: The bonus you selected was a 25% match with 25 free spins other offers at the casino never come with frees spins besides welcome offers. I have played something like 10 times on their website mostly without using any bonus because i don't like wagering that much. So I obviously do not know what type of bonus comes with free spins and what type of bonus does not. Since I joined the site 17 months ago and the bonus was called a 25% bonus + 25 free spins I looked up the regular terms and conditions on their website and therefor played for up to 10 euro. They also refure to an e-mail with the additional terms and conditions in them. The e-mail was supposedly send the 5th of August. I can not find this e-mail and they keep telling me that they cannot "prove" to me that they in fact have send me that e-mail. I have asked for that e-mail at least 5 times but they do not want to forward that e-mail to me showing that they did send me an e-mail with additional conditions. I think their ruling is way to harsh. This situation could have easily been prevented if they would have shown me the correct terms and conditions (either by naming their bonus the correct way ore to send me the e-mail correctly). Can you please look into this situation because they made it very clear that their is nothing they can do for me because i could have known it was a late welcomes bonus because i received free spins. Would like to hear from you soon. With kind regards, [EDIT]

If you need any additional information, please let me know.

Hello, I haven't heard from you since 31/08. Can you give me any updates? Is there any additional information that I can provide you with? Would like to hear from you soon. With kind regards, [EDIT]

Is there anything I can do to speed up the process? It has been 6 weeks and I have yet to receive a reaction.

Could you give me any update on the issue?

...

Stil no update?

The complaint is not closed yet you don't reply at all (I have yet to receive a reply on my email as well)

Hi luuk1988,

Please stop opening new complaint files. As stated on every single complaint page and in our complaint FAQs - we do not provide updates when we have nothing to share with you. Your complaint is ongoing and you will receive a response when we have concluded our investigation.

ThePOGG

Hi there, Thanks for responding. I haven't heard a thing since august so it was not clear for me that there was still an ongoing investigation. I thought something might have gone wrong. Is it taking a bit longer because they are not responding or are you perhaps missing some information? With kind regards, [EDIT]

Hi There, Is there anything i can do to get an update? I would love to speed up the process since it is a lot of money for me and i am afraid they are going to say the lost the data of last juli. Are they -Gate777- even replying to you? Does it happen more often that a case takes several months/half a year to solve? Ore are the frustrating the process? Would like to hear from you soon. With kind Regards, [EDIT]

Hi luuk1988,

Your case is complicated - relating to technical records of specifically how you claimed the bonus in question. These are time-consuming to obtain and interpret.

As with other cases we will provide updates as/when we have relevant information to communicate.

Thanks,

ThePOGG

Hi luuk1988,

Thank you for your patience.

We've discussed this issue thoroughly with the operator. Our understanding is that your balance has been, or will be shortly, reinstated.

The operator are going to contact you regarding payment information to ensure that the funds are paid to an appropriate account. If you could please respond to them directly and let us know when you receive your funds.

Thanks,

ThePOGG

Hi there, They confirmed that they are going to pay out. Thanks a lot for helping. With kind regards [EDIT]

Hi luuk1988,

Have you received your funds?

Thanks,

ThePOGG

Hi there,

Yes I did.

Once again thanks for helping out!

Hi luuk1988,

Thanks for letting us know - it is appreciated!

ThePOGG