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Hello – Casino confiscated winnings

Ruling

Resolved - When Hello casino management reviewed this issue they agreed that given Live Chat's mistake this player should be paid. The player has received their funds.

Read our Hello Casino Review.

Player's Complaint

Hi,

I made a deposit €100 using Skrill (which is not eligible for 1st deposit bonus) and I contacted the support telling that I didn't get the bonus which was stated on the site. Instead of telling me that Skrill isn't eligible he credited me with it manually anyway.

I managed to win and had a balance of €1300 (€100 dep + €200 bonus + €1000 winnings).

I was allowed to cancel my bonus (€200) and withdraw remaining €100. They then sent an email telling me all funds were confiscated due to that Skrill isn't eligible for the bonus (they left me with my €100 deposit).

I told them that support gave it to me manually so he is responsible for this therefore Hello Casino is liable to pay, cause if I would have lost my €100 they wouldn't have credited it. If I wasn't eligible the support should never have credited it.

I was left it a position:

- if I win they will confiscate everything

- if I lose then bad luck, I lost my deposit of €100

These terms are unacceptable and support didn't care that my deposit was Skrill and gave me bonus anyway so I played in good faith.

They then backtracked and told me that its actually not this that is reason for confiscation, but instead its because I bet more than €5 spins which is prohibited. This was a lie, and it was proven 2 emails later and they apologized and said "sorry we checked your betting history incorrectly, you did not breach that rule, but still we will confiscate cause of the 1st reason we gave you"

I have an email thread of about 20 emails which goes through the whole process in details. I can send everything in organized format.

Thanks,

[EDIT]

Read the casino review

6 Responses

ThePOGG
Jan 16, 2017

Hi 1superuser - welcome to ThePOGG.com!

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

Thanks,

ThePOGG

1superuser
Jan 16, 2017

Hi ThePOGG,

Thanks for getting back to me. As mentioned I have a 14 emails (from me and them combined) and I can send them to you in preferred format. They will only reply to you that I used 1st deposit bonus while depositing with Skrill and therefore they have right to confiscate. They will not address that their support knowingly gave me the bonus after I made the deposit, they say that since I used it I have to blame myself.

ThePOGG
Jan 30, 2017

Hi 1superuser,

I've spoken to Hello casino and they've agreed that a mistake has been made at their end in this instance. As such they've re-credited your account with the €1000 winnings. If you could withdraw this and let me know when you receive your funds I'd appreciate it.

Thanks,

ThePOGG

1superuser
Jan 30, 2017

Hi ThePOGG,

I can't express my gratitude for your efforts in resolving this... Gamblers are truly lucky to have the opportunity to get help from such a professional organization as yours.

I will recommend ThePOGG to everyone and thanks again for taking your time dealing with my case, it means a lot to me.

Best regards,
Super satisfied customer

1superuser
Jan 31, 2017

Hello ThePOGG,

Hello Casino credited my account with the €1000 and it has now been withdrawn to my Skrill account.

Thank you very much!

ThePOGG
Feb 01, 2017

Hi 1superuser,

Thanks for letting us know. I'm really pleased that we got a positive result for you!

ThePOGG

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