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Live.Casino - Winnings confiscated

Ruling

Resolved - Both the submitting complainant and Live.Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Live.Casino Review.

Player's Complaint

Dear miss sir,

friday the 7th of feb and sat the 8th of feb i played at live casino. I had a deposit bonus. 7 feb i won 2800 euro. I tried to withdraw but because there was a bonus i limit of 2000 euro and couldnt withdraw and 800 euro was confiscated by livecasino. I contacted customer support through live chat and asked if the 2000 that was left in my account now could be bet with no limits with the automatically chance to win bigger and the chance to cash out big winnings. Customer support told me yes and i start playing again the whole day.

Then sat the 8th go my dream came through and i won 24000 euro on asgardian stones.

I tried to cash it out and livecasino then confiscated al my winnings again above the 2000 euro. I am still in shock and very mad because i have the right to cash out that.money that i won because i asked specifically of i could bet with no limits what automatically means that i also can win bigger and therefor cash out if it is the case. In this case i won bigtime and livecasino falls back that i cant cash out more than the 2000 euro and all other winnings or confiscates by livecasino in this case 22000 euro. Again i ask specifically if the money was no limit once the 800 euro was confiscated above the 2000 euro because why would i play further with money that has already reached its max cashout?

I have a lot of documens to back up my case for example the transcript with livecasino where they admit there mistake but wont do anything about it. because i have the right for the money i won. I kindly want to ask to help gwt me my winings back so i can cash them out.

Hope to hear from you soon

Regards,

[EDIT]

Read the casino review

13 Responses

User icon
ThePOGG
February 14, 2020

Hi dhfdk - welcome to ThePOGG.com!

Can you please confirm the url of the casino you are complaining about?

Thanks,

ThePOGG

User icon
dhfdk
February 14, 2020

Dear miss/sir, The url: live.casino.com Thank u very much. I hope u can help me. Regards, dhfdk

User icon
dhfdk
February 14, 2020

Dear miss/sir, The url is: live.casino Thank u very much. I hope u can help me. Kind regards, dhfdk

User icon
dhfdk
February 14, 2020

Sorry for the inconvienience live.casino is the right one. Kind regards dhfdk

User icon
ThePOGG
February 14, 2020

Hi dhfdk,

I need you to confirm that you give your consent for us to share your personal information with the following organisations and that you give the same permission for these organisations to share your personal details with us:

- N1

- Curacao eGaming

- Direx N.V.

- Malta Gaming Authority

Thanks,

ThePOGG

User icon
dhfdk
February 14, 2020

Dear miss/sir,

I give my consent. I already spoken to MGA and they directed me to you. If you need further proof such as transcripts of live chat that the say i can play with no limits after the confiscated winnings let me know please.

Kind regards

User icon
dhfdk
February 18, 2020

I got an message from you sir/miss but i cant see it here? Do u need documentation is that what u mean?

Kind regards

User icon
ThePOGG
February 18, 2020

Hi dhfdk,

As we are the ADR for the N1 Interactive Ltd 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).

– 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 the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
ThePOGG
February 21, 2020

Hi dhfdk,

My understanding is that this was an error on the part of the operator and that they have returned your funds to your account. Could you please check and confirm?

Thanks,

ThePOGG

User icon
dhfdk
February 21, 2020

Dear sir,

Just now the withdrawal has been accepted! I am very happy! Thank u for everything!i am.so happy!

User icon
dhfdk
February 24, 2020

I still havent got in my bankaccount

User icon
dhfdk
February 24, 2020

Just got it i am so happy! You can close the matter and out of the bottom of my heart i want to thank u for your time, help and everything u have done for me. I am very grateful.

User icon
ThePOGG
February 25, 2020

Hi dhfdk,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

dhfdk 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:

  • Live Casino
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • ProgressPlay Limited

February 14, 2020

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