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White Knight - Bonus funds gone

Ruling

Found for the Player - White Knight casino appear to have unfairly manipulated a technological error on their part to justify the confiscation of a players winnings and then refused to discuss the complaint.

Player's Complaint

Dear ThePogg

I made an account with White knight casino on 11 March 2013

I made my first deposit played for a while and made a great win with a balance of €1900 after that win I got the error 2 on the MG slots call assistance I did that and my account was locked. After sending 2 email with out any responds I got 2 days later an email back.

"Your account was temporarily disabled due to a recent high win, dont worry everything is fine. This is normal practice and these procedures are put in place as part of our players protection policy. Our team have carried out there investigations and your account is re open"

After that I want to continue my play and again the error2 on the MG slots the other slots wasn't working as well. So I send an email No responds I tried every day no answer and keep getting the error 2 I left it with that and tried a couple of times and the error2 keeps coming up. Then I checked my account again in April and my bonus funds where gone they left me only my deposits. Again I contacted support after 5 days they responded.

"your bonus had expired this is why your winnings were removed from your account. "

After an angry email that I never could use my account they gave me a €100 bonus in my 200 deposit as a goodwill.

After not accepting that I send them an email back and they told me that my account was unlocked and everything worked perfect. THIS WAS NOT THE CASE.

I've feel a like they did this to void my winnings I am not sure about it. I hope you can help me out here.

my Username: [EDIT]

[EDIT]

Read the casino review

6 Responses

ThePOGG
November 4, 2013

Hi OldSports - thanks for getting in contact.

I'll get in contact with White Knight casino and see what I can find out for you.

I'll let you know as soon as I hear anything.

ThePOGG

ThePOGG
November 6, 2013

Hi OldSports,

Just to let you know - I have had a preliminary response from White Knight casino and am awaiting further information.

Thanks

ThePOGG

OldSports
November 6, 2013

Great stuff !

ThePOGG
November 11, 2013

Since our initial contact with White Knight casino, they've been unresponsive to all further attempts to discuss this issue. I've just tried again and hopefully we'll hear something shortly.

ThePOGG

ThePOGG
November 19, 2013

Hi OldSports,

White Knight casino - after initially seeming positive towards the complaint's discussion - have completely dropped out of the conversation. I've now repeatedly emailed them asking for a follow up on this discussion with no response.

As such we will be closing this case as Found for the Player if we do not have a response by Friday the 22nd.

Sorry for the delays.

ThePOGG

ThePOGG
November 22, 2013

Hi OldSports,

Unfortunately it appears that White Knight casino - via the PlusFive centralized support - have decided not to engage in discussion of this complaint after all and as such there is nothing further we can do to help with this issue.

Given the situation I would strongly encourage you to contact White Knight's regulatory authority the Maltese Lottery and Gaming Authority.

As a result of this case, the upcoming reviews of the PlusFive venues will result in both Not Recommended status for all venues and Red status for Responding to Complaints.

Sorry I could not be of further help.

ThePOGG

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Agreement

OldSports 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:

November 4, 2013

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.