Play Jango - Confiscated Winnings

Ruling

Found for the Player - Despite our repeated efforts to contact Play Jango Casino to discuss this issue the operator has refused to discuss this issue.

Read our Play Jango Casino Review.

Player's Complaint

On Thursday 23 April 2020, I stumbled across Play Jango on an online casino website.

I liked the look of it so I created an account, read through the general Terms and Conditions and Bonus Policy before making a deposit. I proceeded to make a deposit of EUR25,00 whilst claiming the 100% welcome bonus and free spins. I played the free spins first (as stated in paragraph 25 of the Bonus Policy), wagered the winnings and then proceeded to play and wager the 100% welcome bonus amount. I successfully managed to wager this after several hours of gameplay.

The next day on Friday 24 April 2020, it seems I created two accounts with sister sites Luna Casino and Euro Mania. I was immediately blocked from receiving bonuses and received emails confirming this. However, I also received email from Simba Games and Casino and Friends which are websites I have not logged into for a very long time and I'm not sure if I ever deposited at either of them. I continued to deposit on Euro Mania (without claiming a bonus as I was not permitted to do so), played, lost and logged out. I did not make a deposit with Luna Casino as I didn't like the look feel of the website so logged out after creating the account. Please note, at this point, I did not know they were sister sites of Play Jango and I wouldn't have been breaching and terms and conditions even if I did.

Over the weekend of Saturday 25th and Sunday 26th I played on at Play Jango for a few more hours. On Sunday 26 April 2020, I requested a final cashout of EUR700,00.

On Monday 27 April I received an email simply saying my withdrawal had been declined and reversed back to my account. I assumed more documents were required so logged into my account only to find that my balance was just EUR50,00. I immediately contacted live chat who responded immediately but kept me waiting for almost 30 minutes before stating that I had created 3 or 4 accounts on sister sites between the 23rd and 24th April and claimed welcome bonuses on all of them which was in breach of Paragraph 1 of the Bonus Policy. Therefore EUR650 of my winnings had been confiscated as a result. I asked which other websites I had (apparently) claimed welcome bonuses on but the agent was unable to provide this information.

I immediately started my own investigations which is when I discovered the two sites I had created accounts with on the 24 April were sister sites. These were also the sites that emailed me upon completing registration saying I was not eligible for claiming any type of bonuses.

On all 3 sites, it clearly states on Paragraph 14 of the general Terms and Conditions that an automated check is carried out upon registration and welcome bonuses, in particular, will be blocked if you are not eligible to receive them. It also states that the user will immediately receive an email informing them of this. Therefore, how could I claim welcome bonuses on more than one site and thus breach Paragraph 1 of the bonus policy if the system does not physically allow this?

14. All advertised first deposit bonuses/welcome offers are subject to an account registration check. After your registration is completed there is an automatic review of the account details entered and the system may decide that your account is not eligible for bonuses. In the event that your account is not eligible for bonuses an email with this decision will be sent to You as soon as the account is created.

It seems there has been a misunderstanding in the financial department or a grave system error that has occurred which has resulted in me having my legitimate winnings confiscated.

Could you please review all the information I have provided. I have supporting documents which clearly show there were no bonuses claimed on the 24th April on any other site, but Play Jango (on the 23/4).

I have complied with all terms & conditions as stated and therefore kindly ask that my full winnings are returned to my account so I can proceed with my cashout.

It would be great if we could resolve this matter discreetly and in a timely manner. Please note, I have been a responsible online gamer for more than a decade. I carefully read through all clauses before depositing at Play Jango and claiming and successfully wagering the welcome bonus I received.

As mentioned, I have all documentation that supports my claim and is clear evidence that there is no bonus history available on the sister sites as it simply doesn't exist.

I would like to thank you in advance for your time and consideration. So far, I have received no response to the information and evidence I have provided under Play Jango ticket number [EDIT] which is why I have asked for my complaint to be passed on to their casino manager, but I do not expect a reply.

If you require anything else, please do not hesitate to contact me via telephone or email and I will be more than happy to help.

Many thanks and kind regards,

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