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Jellybean - Incorrectly awarded a bonus

Ruling

Found for the Casino - This player played on rather than requesting to have a bonus removed from their account. As such they are subject to bonus terms.

Read our JellyBean Casino Review.

Player's Complaint

Good morning

Just interested to see if there is something you can help me with.

I signed up to the online casino, jellybean. During my time, I deposited around Euro1500, which saw me win over Euro4000. When I went to withdraw, I was told I could not, as I had not met the conditions of the bonus I had entered.

When I signed up, I did not enter any bonus. I ensured the bonus code box was empty, similarly when I made deposits, I ensured it was empty.

When I spoke with them on live chat, I was told a bonus was automatically added to my account when I signed up and if I didn't want it, I had to contact them.

My argument is would I contact them to remove a bonus I didn't know was there. They have tried pushing me towards the terms and conditions. However in my view they state:

Promotions and Bonuses

. We have the right as do third parties, to offer you balance deposit enhancements, promotions or competitions.

. When you participate in any such offer, you agree to be bound by the terms and conditions connected with it. The bonus terms and conditions are available to review on the website and it is the players’ responsibility to be informed of these terms.

As I never accepted the bonus, I think this is unfair.

Upon my complaint they offered to remove the bonus and go back to my original deposit, so they take away all the winnings of 2500. I rejected this.

I am going round in circles with them, they point to the T&Cs, which from my point of view support me.

They also argued I should have seen from the balance, that it was higher than the deposit. The issue her turns out that the game I was playing is not even included in the said bonus, therefore my deposit was showing correct. There is no clear area on the site to see if there is a bonus or not.

All of the winnings came directly from my deposited funds, the bonus funds added to my accou t have not even been touched.

Do you think I have some kind of case here, or am I stung by the usual bluriness of an online casino? I find it very unfair, but I don't suppose that counts for much.

I believe the casino is based in Curaçao. I am living in Switzerland, but UK citizen.

Many thanks

[EDIT]

Read the casino review

3 Responses

ThePOGG
August 16, 2019

Hi matthore - welcome to ThePOGG.com!

This is a complex issue.

My first point would be that "acceptance" is a passive term. It does not require action. By not acting you can "accept" something. When someone pushes in front of me in the queue if I don't challenge them I have "accepted" what they've done. If a bonus has been added to your account and you play on without contacting to have it removed you have "accepted" the bonus.

However, if the games you have been playing do not show the bonus you haven't been given the opportunity to be aware of the bonus and as such would not be aware of it. Can you provide a complete list of the games you've played?

Thanks,

ThePOGG

matthore
August 16, 2019

Many thanks for your reply.

I understand this parts, it's just that I didn't know that annoys me. I got a bit fed up with the situation and I accepted my original deposit back. I hope they will still agree to this.

The games I played were:

Azrabah Wishes

Book of gold Double Chance

Lines of magic

Larry the leprechaun

Book of gold classic

Boots of luck

Magic spinners

Many thanks and best regards

ThePOGG
August 20, 2019

Hi matthore,

Magic Spinners is a Fugaso slot and one that would contribute to the bonus - i.e. bonus funds would have been visible in your account on this game even if they were not when you were playing the other games.

Thanks,

ThePOGG

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Agreement

matthore consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Jellybean
  • Curacao eGaming
  • Topia Solutions N.V.

August 16, 2019

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.