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MrJames – Non payment

Ruling

Found for the Casino - This player accepted a bonus with a max win cap, withdrew the maximum and then reversed the withdrawal to continue playing. The original win cap remains in force.

Player's Complaint

My complaint is against mr James casino I played with a bonus and won approx 5000 euros I was told I had to play through the bonus requirement which I did which then left me with around €2500 euros which I requested to withdraw I was then told the maximum I could withdraw in winnings was 20x my deposit which was only €600 as this was the rules I accepted this and sacrificed the €1900 and had the €600 paid .a few days later I decided to play again and as I was offered the choice to play with my winnings or deposit I decided to cancel my withdrawal request and play with some of my winnings . I went on to win €2200 so requested a withdrawal but was told the maximum I could withdraw was €550 as I was playing with bonus money . As I was actually playing with my winnings and already met the rules I feel I should be able to withdraw all my winnings . If what they say is correct what was the point of offering me to play with my winnings when I had no chance of winning anything

Read the casino review

5 Responses

ThePOGG
Aug 20, 2018

Hi marstan1 - welcome to ThePOGG.com!

Before we go any further I need to make you aware that as a UK citizen you should only be playing with operators that hold a UKGC license. MrJames casino do not have a UKGC license and as such are breaking UK law by accepting your play.

Secondly, I need to make you aware that MrJames are part of a group of operators run by Alpha Interactive Solutions. This group are Blacklisted with this service. As such the chances that we will be able to do anything to help you are low. Nevertheless I will try to contact the operator and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG
Sep 12, 2018

Hi marstan1,

I've spoken to the operator regarding this issue - they inform us that the deposit that originally triggered the bonus was only €27.50, meaning that the maximum you were allowed to withdraw would have been 27.50x10 = €275. Despite this maximum they allowed you to place a withdrawal request of €600 as a good will gesture. When you reversed your withdrawal you were playing with this good will gesture which is technically void funds and would not have been entitled to win further funds with this.

So what deposit did you make to trigger the initial bonus?

Thanks,

ThePOGG

ThePOGG
Sep 19, 2018

Hi marstan1,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
Sep 19, 2018

Hi marstan1,

I'm aware of what you feel the issue is. However the facts appear to be that the operator is already paying you out more than you were due in the first instance by paying you 600 when you were only due 275. That was their good will concession.

As it stands, you were not enticed to reverse your withdrawal. Had the operator encouraged you to do this we would agree with you that you should be paid. But you chose by yourself to reverse a withdrawal comprised of a maximum allowed withdrawal from a bonus play and play with these funds again. The win limit hadn't changed. That being the case there's no grounds to argue with the operator further.

Thanks,

ThePOGG

ThePOGG
Sep 21, 2018

Hi marstan1,

Whether or not the operator has made a goodwill gesture or not is irrelevant, though I would point out that if you have received any more than you were due you have received a good will gesture.

I understand you are unhappy with this, but you made a deposit and accepted a bonus that had a win cap - i.e. you would only ever be allowed to withdraw 10xdeposit when playing with that deposit. By reversing your withdrawal when you were already at that limit you placed yourself in a position where you could not win more. Had the operator encouraged you to do this rather than make a fresh deposit we would entirely agree that they bear the responsibility. Without that the choice was yours.

Sorry we cannot be of further help.

ThePOGG

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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.

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