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Wixstars - Confiscated winnings

Ruling

Found for the Casino - This player applied a highly unusual betting strategy matched by a large number of other accounts and could provide no explanation for the exact match activity that would not fall in under the definition of fraud or collusion.

This player should not have been paid. Had we been aware of all of the facts we would have given the operator different advice.

The complaints involved in this investigation can be found below, but it should be noted that a large number of other accounts were also involved:

Read our Wixstars Casino Review.

Player's Complaint

I won £7020 at Wixstars on the 21-10-2017.

The terms at the time where max bet £5 and no more than 15% of bonus to be used when in play. I adhered to these terms in good faith.

After uploading Id i was then asked for certified id, i again obliged and uploaded it.

On the 31st of October i recieved an email saying i had broke the terms so winnings had been confiscated and deposit returned. After doing some digging it turns out they updated the terms on the 30th after my win to the following.

When a bet abuses the betting system – regardless of which game it was placed on – it will not count towards a player’s wagering requirements. If the player placed single bets equal to or greater than £5.50 or £0.50 per line, or 15 percent of the bonus amount before the wagering requirements for the bonus have been met

I have contacted them and explained my win was on the old terms but the reply was this.

Please be advised that our terms and conditions were inf act updated before your cashout was declined.

Obviously you cant start changing terms later on.

I also sent them this from their terms

14.1 We reserve the right to amend and make any changes to this Agreement and/or to the Privacy Policy, Responsible Gaming, Bonus Policy, and/or to the Cash Out Policy , or any parts thereof, at our sole discretion. You will be notified of such amendments, which will come into effect once you approve the change.

Reply

Regarding your previous email I can confirm you that all our players have been informed regarding this change.

Clearly not true again, asked when but no reply.

So looks like they wont budge and i have wins at some more Aspire Global International LTD sites and they have done the same.

I will definitely get a solicitor involved if nothing can be sorted.

any help will be greatly appreciated.

[EDIT]

Read the casino review

3 Responses

User icon
ThePOGG
November 6, 2017

Hi clarke9 - welcome to ThePOGG.com!

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

Thanks,

ThePOGG

User icon
ThePOGG
November 8, 2017

Hi clarke9,

I've spoken to the operator and they've confirmed that while this term was implemented around the time of your play and due to a large number of accounts coming through with a remarkably similar behaviour pattern to your own, the term was added after your play. As such in your case they will be returning your win.

Thanks,

ThePOGG

User icon
clarke9
November 8, 2017

Thank you i think they need to say exactly when the terms where changed and i know this was the 30th as have a screenshot. My win was well before this. They have terms and you sign up and adhere to them. They also have a term that says they cant change them unless agreed by customer. Really poor on their part and although i appreciate they have paid me they have still took £400 of the money for some reason. They refunded the deposit and took the rest, now they have took the deposit and refunded the other. Again though thank you so much for your help I wont be going near them again once my funds are returned.

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clarke9 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 6, 2017

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