SlotHeaven - confiscating winnings.

Ruling

Found for the Casino - We can only help players where they actively engage with the mediation process. In this case the player never got back to us.

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Player's Complaint

I have had my initial deposit returned and all winnings (which totalled £1600) confiscated because I wagered £10 on a slot and they are saying £5 is the maximum, or the promotion terms have been breached.

I dispute that £5 is the maximum for me because I carefully read the terms and saw:

"Players depositing from the UK, Romania and Croatia using the following payment methods cannot bet more than £/€/$10 in a single bet, spin or game round while completing wagering requirements, otherwise the bonus and winnings may be voided: E-wallets (e.g. Neteller, Skrill, Paypal), Prepaid Cards (e.g. PaysafeCard), Prepaid Vouchers (e.g. Ukash)."

As a UK player depositing by skrill, it seemed to me from the above term that my set maximum was £10. That is why I bet £10. This is given further weight by the example on the Welcome bonus page:

"For example: for every $10 you bet on Slots, $10 will be deducted from your total wagering requirements, however, for every $10 bet you place on all types of Roulette, $2.50 (25% of the bet value) will be deducted."

They point out that they have a contradictory general term stating:

"If you bet more than £/€/$5 per spin and £/€/$0.5 per bet line on any game round on any slots or videopoker games, while wagering funds that are associated with a deposit bonus, the bonus and winnings may be voided."

So in the general terms they specifically say a player in my country and my deposit method has a limit of £10 per bet. Plus another stating the £5 is the general limit. I took the specific one that applies to my deposit method as applying to me.

More concerning is that their example on the promo page of their offer gives and example of a £10 wager. So by their definition, even their own example on the promo page will give them cause to confiscate any winnings as a result of taking part in the promotion. This is extremely misleading.

So to conclude, I was mislead by their wagering example plus the terms specify that my wagering limits are £10 while there is another general term saying the limit is £5. I feel they have done this to mislead and enable them to pick and choose when to confiscate winnings which I feel were won honestly and in accordance with their terms.

-Thanks, [EDIT]

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3 Responses

ThePOGG

September 23, 2015

Hi wessnipes - welcome to ThePOGG.com!

I'll be happy to talk to SlotsHeaven for you but before I can do that I need you to provide me with your username and email address at this casino.

Thanks,

ThePOGG

ThePOGG

September 30, 2015

Hi wessnipes,

I can't do anything to help you until you provide me with the information requested above.

Thanks,

ThePOGG

ThePOGG

October 7, 2015

Hi wessnipes,

If I haven't heard back from you by Friday the 16th of October I'll assume you no longer want us to look into this issue and close this complaint as 'Resolved'.

Thanks,

ThePOGG

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