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Hello – Winnings confiscated

Ruling

Found for the Casino - Player openly admits breaking maximum bet term. Policies at other operators are not relevant to Hello Casino.

Read our Hello Casino Review.

Player's Complaint

I recently signed up through an affiliate which offered a non-sticky Welcome bonus and made a deposit to Hello! Casino of NOK 1,000 and also accepted the NOK 1,000 bonus after reading through the terms associated with it.

Deposit image- http://i.imgur.com/Ep5viOc.png

Welcome bonus T&C - http://i.imgur.com/aCfSQd5.png

As you can see by this screenshot of the terms associated by the Welcome bonus. (vi) states: "The maximum bet allowed while the Welcome Bonus is in play is kr50." - Which is fine, I thought, because I never hit the bonus balance.

As the hour went on, I hit a big win in the slot Dead or Alive, of NOK kr30.586,00 on a kr9 stake. Note that this is still on my Cash balance, as I didn't hit the bonus money yet.

Balance - http://i.imgur.com/cYzrJ2q.png

Translated "Account balance" and "Bonus balance"

At this time I wanted to cash out my winnings, so I decided to round off my balance from kr32,899 to kr29,000 before doing the withdrawal. When doing this "round off" I played the slot "Mega Moolah" where the max bet is kr62.50, I went with this bet thinking it was OK since I never hit my bonus balance, as I should be free to use a bet size of my own choosing since I am still playing with my own cash.

Because of these bets at Mega Moolah being above the kr50 limit that they supposedly set on my own cash balance, my withdrawal was declined and my winnings confiscated. My original deposit of kr1,000 was returned.

I will also add that the reason why I think this is wrong is that other casinos I have played at, with a bonus as well, gives me the right to decide whatever bet size I wish to use as long as I am still on my own cash balance.

The following image shows my account details, also showing that my cash balance/withdrawable funds are kr32,893.15. http://i.imgur.com/hbfkqnQ.png

The following image shows me withdrawing kr29,000, my bonus being taken away after withdrawing my cash, withdrawal being rejected and confiscated, also shows me getting my original deposit of kr1,000 back. http://i.imgur.com/XsXrFdJ.png

fully believe I was in the right by increasing my bet size after the winning as I was still playing with my own cash.

I want my winnings reversed and withdrawn.

Read the casino review

3 Responses

ThePOGG
Apr 03, 2017

Hi jaaneh - welcome to ThePOGG.com!

Unfortunately there's nothing we can do to help you in this case. Bonus contracts begin at the moment the bonus is added to your account and conclude at the point where you complete the bonus requirements unless specifically stated otherwise.

While a small number of operators do segregate bonus funds so that restrictions only apply if you use the bonus funds, the vast majority do not. Hello casino, and all of the White Hat Gaming group do not operate such a bonus system.

If you've exceeded the maximum allowed bet before the wagering requirement was completed I'm sorry to say that there's no ground for us to request that the operator return your winnings.

Sorry we cannot be of more help.

ThePOGG

jaaneh
Apr 26, 2017

There was no breach. I signed up through an affiliate who offered a non-sticky bonus.

Hello's terms state "..while bonus money is in play" - They never were, as I was still on my cash balance.

ThePOGG
Apr 26, 2017

Hi jaaneh,

In the first instance, terms listed on affiliate sites are not binding. You have to confirm the terms with the operator. They cannot control the information distributed by every site on the web.

Secondly the bonus is not "sticky". That means the bonus can never be withdrawn. At the point of completion of the wagering requirements, when you make your first withdrawal the bonus is removed from your account. The bonuses offered at Hello casino CAN be withdrawn. However they can only be withdrawn at the point where you have completed the requirements. As stated above, if you've exceeded the maximum allowed bet before you've completed the wagering requirements there's nothing we can do to help you.

Thanks,

ThePOGG

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