Live Roulette - Cash Funds Confiscation

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

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Player's Complaint

I am writing to complain about an issue regarding Gambling with Live Roulette. I have already raised the issue with this organisation and it has not been resolved to my satisfaction in the several months since I first contacted them. I have now exhausted their complaints procedure.

This is what I asked Live Roulette to do to resolve my issue: I would like the full £8160 reinstated to my account as I have not broken any terms and conditions

This is how they responded: Live Roulette (BML Group) Refused to, failing to specify which term I had broke. They then closed down their site to the UK two weeks later and refused to investigate the case further.

I have decided to escalate my case to you because: The company didn't uphold my complaint

I signed up to Live Roulette Casino (BML Group) on 25/09/2020. I deposited £100 several times and whilst doing so claimed the first three parts of the welcome offer as prompted to do so upon making a deposit. After my third deposit bonus, I had completed wagering my £25 bonus on Golden Legend using £6 Spins. I finished with £705 in cash, available to withdraw. I decided to use the £705 cash to play on Roulette. I opted to spread the £705 over a few numbers. Fortunately, the resulting roulette spin won, leaving £8460 in my account, ready to withdraw. Much to my astonishment, I received the below email on 01/10/2020: Hi [EDIT], I am writing today regarding your account with us. Please note that your account has been reviewed by our management team. The active bonus that was on your account has been removed along with any winnings made from that bonus. We refer you to 12.10 in our terms and conditions. Though we welcome you into the casino and you are able to play, you will not be eligible for any further bonuses or promotions. We kindly ask for your understanding in this matter as it was done in line with our Terms and Conditions. If you have any further questions, do not hesitate to contact us again. We will be more than happy to assist. Best regards, [EDIT] LiveRoulette Customer Service. There was no active bonus on my account at the time of my roulette spin as I had completed wagering my £25 bonus. I then attempted to contact live chat and email Live Roulette representatives to identify which term I exactly broke as 12.10 covers an array of terms: 12.10 We offer promotions in good faith to players who use our services for entertainment purposes. We reserve the right to cancel or remove a player's access to these Games in the case of suspected abuse of this offer and also, should we deem so necessary, terminate the offender’s account with immediate effect. In the case of an offender’s account being closed, we will not be liable to refund any losses made by a player on any Games or to refund any balances on the players account. 'Abuse' includes but is not limited to using software and/or opening multiple accounts in order to gain an unfair advantage on a Bonus. In all cases of abuse, we retain the right to withhold all winnings and any balances remaining on Your Account. Therefore: If we notice that a bonus is being abused and/or the bonus terms are being breached, we may take the following actions against such abusers: - Revoke and/or cancel any bonuses and bonus winnings that we regard may have been redeemed by misuse of the system; and/or - Players found to be abusing bonus offers may be barred from receiving further bonuses; and/or - Abusing player accounts may be terminated A list of what may be deemed abuse may include but is not limited to: - Using more than one account - Equal, zero or low margin bets - Placing bonus bets in excess of the maximum stake allowed when having an active bonus is £6 per game round or 50 pence per line - Wagering bonuses on excluded Games Collusion - Manipulation of software, exploitation of loopholes or other technical forms of abuse or other behaviour which amounts to deliberate cheating - Masking IP address or using a VPN Since then, I have escalated the issue to management requesting them to identify which specific term I broke. They failed to do in the below email on 28/10/2020: Hi [EDIT], Thanks you for your patience while I reviewed your query. When you register a game account, you also accept the rules and conditions we have that apply to be able to maintain a fair service. We assume that you read these rules before you agree to relate to them. After a thorough examination of the game account by our security department, it was discovered that you have breached our terms

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