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SlotPlanet – Winnings Confiscation

Ruling

Found for the Casino - This player has been clearly informed that they are restricted from claiming bonuses at any White Hat Gaming managed casino.

Read our SlotPlanet Casino Review.

Player's Complaint

Slotplanet, who are powered by White Hat Gaming, are trying to confiscate the winnings I made using a cash deposit for a bonus. I was emailed by them to say I was no longer eligible for bonuses on my account or any of their brands, however when I signed up to Slotplanet I was not notified of this and I was repeatedly emailed bonus offers to the email address above. When I eventually deposited for an offer, the bonus was credited.

I proceeded to play on the slots using only my cash balance, and managed to win around £737 - and as this was won using cash funds I was able to withdraw this money immediately and forfeit the bonus.

Around 2 weeks after this i received an email about confiscation of winnings, as apparently my account was not eligible to receive or use bonuses, and that therefore the funds were to be confiscated. However my argument here is that I should receive these winnings because firstly, I did not actually use any bonus funds, I only accepted the offer on deposit, the actual bonus amount had not been touched - if it had been used I would not have been able to submit a withdrawal. Lastly, why was I able to sign up and receive a bonus if my account was blocked, and why was I repeatedly emailed bonus offers for several months after signing up?

In addition to all of this, they even confiscated my deposit cash which I believe is illegal in these circumstances. Some help to mediate here would be much appreciated.

Read the casino review

4 Responses

ThePOGG
Jul 16, 2018

Hi roselinaaa - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG
Jul 25, 2018

Hi roselinaaa,

I've discussed this issue with the operator and unfortunately we are not going to be able to uphold your claim.

On the 18th of April 2017 you were sent the following email from SpinStation regarding your account with this operator:

"Dear [EDIT],

After a review of your account by our compliance and risk team, it has become clear that you are attempting to abuse promotions. As per clause 13.3 of the general terms and conditions hxxps://spinstation.com/?page=terms the following actions have been taken

1. Your account has now been terminated effective immediately.

2. You are banned from the group. If you attempt to open any accounts on the network all transactions will be voided and deposits returned to you and accounts terminated. A list of sites can be seen by following this link hxxps://secure.gamblingcommission.gov.uk/gccustomweb/PublicRegister/PRSearch.aspx?ExternalAccountId=38720"

Given the above communication you have been informed that you were prohibited from claiming bonuses with this network of casinos, informed that if you did register further accounts that transactions would be voided and your deposits returned and provided a link so you could see which operators were included in this prohibition. This restriction did not simply include bonuses, it extended to registering new accounts. As such you were clearly informed of the consequences of registering new accounts and by voiding transactions and returning your deposits the actions taken are in line with the advice you were previously given. That being the case there is nothing we can do to help you.

You are still free to take your claim to SlotPlanet's UKGC appointed ADR eCOGRA but there is nothing further we can do to help you.

ThePOGG

roselinaaa
Jul 25, 2018

Hi,

Not sure who you have been speaking or where you got that info from but the operator agreed they were in the wrong and paid me my deposit and winnings in full?

How on earth can thepogg and the casino in question come to opposite conclusions?? better yet why has the casino sided with the customer and the dispute handler sided with the casinos original decision?

Absolutely bonkers

ThePOGG
Jul 27, 2018

Hi roselinaaa,

I've spoken with the operator about this issue. The reason that the operator had reversed their decision and opted to pay you is due to a error in their system that resulted in your account not being automatically detected and prohibited from receiving bonuses. This was not found at the time the initial information was communicated to us.

As such our ruling based on your actions would stand but the operator feels they should have picked up your account automatically (despite no regulatory requirement for them to do so in these circumstances). As such you've been lucky with regard to a system error and a player friendly operator rather than having a legitimate case.

Thanks,

ThePOGG

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