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Mega Casino - Funds held

Ruling

Found for the Casino - This player acknowledges that they've breached the maximum bet rule. As such there's no grounds for us to require MegaCasino to pay the player.

Read our MegaCasino Review.

Player's Complaint

Good afternoon,

I would like to raise the following complaint against MegaCasino.co.uk

On 17th May I deposited £490 into my new account; I was rewarded with a £100 bonus for the first deposit.

On the evening of the 17th May I only had the £100 bonus remaining.

I began by playing Rainbow Riches at £1.40 per bet and played 248 games = £347.

On my account my account balance was now £247.

I then moved onto other games and by the end of 18th May my account balance was on £15600.

I submitted a withdrawal early on 18th May, at 17:05 as I was online an email came through stating my withdrawal had been declined and I watched as my balance went from £15600 down to £242.

I had no contact from the online casino other than my withdrawal had been declined, so I went onto the online chat to speak with a service agent. I was informed that I had broken the bonus terms and conditions by betting over £5 on a game. I was absolutely shocked and attempted to gain an understanding, the £100 I used was in the £1.40 bets and the only outstanding limitation was to bet x30 before being able to withdraw.

All attempted communication has been met with simply it was my fault for not checking T&C's. I requested the complaint to be escalated to higher management which the duty manager did. The following response was received on 20th May;

Dear [EDIT],

My name is [EDIT] and I am part of the Customer Care team here at MegaCasino.co.uk.

We understand all this situation is upsetting for you, however while playing with a bonus several terms and conditions were breached and unfortunately the decision to cancel the winnings made while in breach is final.

We will be more than happy to send you any winnings you will have in our casino in the future when complying with our bonus terms and conditions.

We are always here to help you so, if you have any questions or if you need anything, please don't hesitate to contact us.

Best Regards,

[EDIT]

Support Agent

www.MegaCasino.co.uk

I fully believe that funds have been confiscated without due cause, the casino is unwilling to engage and I have been left with no choice to explore other avenues to find a resolution, which is the return of my rightful winnings.

I hope you can offer assistance on this matter.

Kind regards,

[EDIT].

Username on MegaCasino - [EDIT]

Read the casino review

1 Responses

ThePOGG
May 22, 2017

Hi 16063374 - welcome to ThePOGG.com!

Unfortunately it's unlikely there's anything we can do to help you in this case. Did you bet more than £5 at any point while completing the wagering requirement for the bonus? If so you've broken the following term:

"7. While making bets to wager any deposit bonus/offer (free or deposit) the maximum bet permitted is 5 (eg, 5 EUR, 5 GBP) or 10% of the bonus amount (the lower amount applies), however if your deposit was with Neteller or Skrill the max bet is 1 (eg, 1 EUR, 1 GBP). Failure to comply with this rule means you are in breach of the deposit bonus/offer terms and We reserve the right to void and remove any winnings. A bet includes any special bet feature, any gamble function or any other type of wagering activity (regardless of its name)"

When you accept a bonus from any online casino you are agreeing to abide by the terms and conditions associated with the bonus. If you then break those terms the operator are entirely within their rights to void the bonus contract along with any associated winnings and reset both parties to their pre-contract conditions.

Let us know if you don't believe you did bet more than this amount.

Thanks,

ThePOGG

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Agreement

16063374 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:

May 22, 2017

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.