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N1 – Withdrawal Cancelled

Ruling

Found for the Casino - The player asked for a "bonus" yet does not believe that bonus rules should be applied to the free spins they received.

Read our N1 Casino Review.

Player's Complaint

Hello,

I started using www.bobcasino.com to play live roulette online. I confirmed that this website is licensed by the MGA prior to registering an account.

I started depositing money in this account so that I can wage bets. I always ended up losing my funds and having to top up again which is fine and understandable since its gambling. I continued to use this website as it had the games I enjoy playing like Lightning Roulette and Double Ball Roulette.

So, today I decided to deposit a small amount again and after a few minutes I lost the funds. I decided to check with their support team if I am entitled for some kind of cash back (even a small one) on their chat service. The agent advised me that I cannot be given any cash backs, to which then she offered free spins. I accepted and used these free spins and won approx. 2eu. I continued playing the usual games I play Roulette and after some minutes I ended up with a balance of more than 1020eu. I decided to make my first withdrawal of 1000.10eu.

I was so happy honestly and was so cheerful then I received an e-mail stating that my winnings were confiscated. I honestly felt like having a heart attack and was very agitated. I quickly tried to search for a contact number of betcasino.com but only chat was available so I chose that option. I was speaking with this agent '[EDIT]' and I explained my concern about the email. All I was told is that I accepted the T&Cs. I explained that I NEVER chose any bonuses (when doing a deposit on betcasino.com you can choose a bonus before submitting the deposit). I ALWAYS chose No Bonuses and continued playing the usual games. When the agent gave me the free spins no T&Cs were mentioned. I assumed it was a gesture of goodwill like other websites do. I only play Roulette and sometimes other Evolution games like deal or no deaI and dragon tiger but never slots/spins. I played these free spins and the winnings were approx. 2eu (less than 3eu for sure) in the end (after the free spins ended).

I was requesting someone to call me or for a contact number but I was told they don't offer phone support and kept on mentioning the T&Cs which I had agreed to. I never agreed to any T&Cs of this kind. [EDIT] I used multiple websites which were always licensed by the MGA and never had any issues. Also copy of chats were always sent by e-mail, like your website even offers the option for me to receive copies. Bobcasino did not send me anything even after I requested a call from them or my chats history.

Please help me as Im really sad and frustrated because I was not told about the T&Cs bobcasino keep on mentioning to me. I kept on playing and no one advised me. I wasn't even given any support. Honestly I cannot express how upset I am and I would like to also thank [EDIT] who was kind enough to listen to me explaining this issue.

Attached I provided all the first email I received from them. I would like to also share more details as my transaction history with www.bobcasino.com.

Can you please help me and guide me what more I can do?

I contacted already the MGA and they advised me to log a complaint here.

Looking forward to your reply.

Thanks

Read the casino review

6 Responses

ThePOGG
Mar 12, 2020

Hi stressallday - welcome to ThePOGG.com!

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

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

Thanks,

ThePOGG

stressallday
Mar 13, 2020

Hi ThePOGG, Thank you for the prompt reply. Just wanted to add that I can provide the Ticket email conversation I had with bobcasino which shows me asking for information and they reply by copying and pasting the same canned reply without answering my questions.

stressallday
Mar 13, 2020

Hi ThePOGG, Im trying me best to speak with bobcasino via chat (their only source of communication). I am asking them questions and they are simply ignoring me. Im seeing the 'read' status however they do not communicate with me anymore till the chat gets discontinued due to inactivity. They are treating me very badly. I have never encountered this type of customer service / approach. Please help me. I will be happy to provide you with all the conversations I have with them and any other information you might require.

ThePOGG
Mar 27, 2020

Hi stressallday,

Please find below the specific Live Chat conversation that resulted in you receiving the free spins:

Hello. How may I help you?

hi can you give me bonus?

Please, wait , I need to check it.

I'm sorry, but we can't offer any special bonuses for you at the moment.

cancel my account then

You may set a self exclusion/deposit and wagering limits though the following link: betamo.com/profile/limits

give me last bonus before i cancel

if you give me i wont cancel

Your Free Spins have just been issued. Please, make sure to activate them in your account.

You specifically and explicitly requested a bonus. Given that request there are no logical grounds to assume that anything you were provided was not subject to bonus terms unless the operator explicitly directed otherwise, which they did not.

That being the case the free spins unfortunately would be subject to the standard bonus terms as available on site and if you have exceeded the maximum allowed bet while playing with these funds the bonus contract would be considered void and all transactions associated with this bonus would also be void.

Sorry we cannot be of further help.

ThePOGG

stressallday
Mar 27, 2020

ThePOGG,

They did not mention any T&Cs, even the email I received specified FREE SPINS and no T&Cs. This is very misleading and destroys the whole point of playing online. I joined the website to play and entertain myself not to be mislead into having something free. At least they could have mentioned the T&Cs. I will make sure my voice is heard as I do not want any other players to experience what I did. This is totally irresponsible and bobcasino.com should have mentioned the T&Cc when given the FREE SPINS.
Their system also showed me that the full amount was in my active balance, meaning I could withdraw and I continued playing freely with no warnings at all. So basically they let me play knowing all the money would be confiscated. This does not make sense at all. I will be escalating this matter to the MGA because I cannot believe that such a casino is licensed. I also expected more help from ThePOGG to be honest.

Regards,
[EDIT]

ThePOGG
Mar 31, 2020

Hi stressallday,

I'm sorry to hear you feel that way. However you explicitly asked for a "bonus". When you ask for a "bonus" you are obviously going to be subject to bonus terms.

I'm sorry there's nothing further we can do to help you.

ThePOGG

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Agreement

stressallday 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:

  • N1
  • Curacao eGaming
  • Direx N.V.

March 12, 2020

The North American country of Canada shares a border with The United States of America and has coasts on the Atlantic, Arctic and Pacific oceans. The population of Canada is currently in the region of 37.8 million people. With regard to the gambling sector, Canada has historically existed in a grey area but in recent years there has been a move towards officially recognizing that casino gaming, slots play, horse racing, lottery play, video lottery play, charitable gaming and interactive gaming are permitted in the country’s borders. There is no land-based licensor, but online gambling appears to be perfectly legal for Canadian citizens who wish to play.

Disclaimer:

The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.