Resolved - When Hello casino management reviewed this issue they agreed that given Live Chat's mistake this player should be paid. The player has received their funds.
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I made a deposit €100 using Skrill (which is not eligible for 1st deposit bonus) and I contacted the support telling that I didn't get the bonus which was stated on the site. Instead of telling me that Skrill isn't eligible he credited me with it manually anyway.
I managed to win and had a balance of €1300 (€100 dep + €200 bonus + €1000 winnings).
I was allowed to cancel my bonus (€200) and withdraw remaining €100. They then sent an email telling me all funds were confiscated due to that Skrill isn't eligible for the bonus (they left me with my €100 deposit).
I told them that support gave it to me manually so he is responsible for this therefore Hello Casino is liable to pay, cause if I would have lost my €100 they wouldn't have credited it. If I wasn't eligible the support should never have credited it.
I was left it a position:
- if I win they will confiscate everything
- if I lose then bad luck, I lost my deposit of €100
These terms are unacceptable and support didn't care that my deposit was Skrill and gave me bonus anyway so I played in good faith.
They then backtracked and told me that its actually not this that is reason for confiscation, but instead its because I bet more than €5 spins which is prohibited. This was a lie, and it was proven 2 emails later and they apologized and said "sorry we checked your betting history incorrectly, you did not breach that rule, but still we will confiscate cause of the 1st reason we gave you"
I have an email thread of about 20 emails which goes through the whole process in details. I can send everything in organized format.
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Hello - Casino confiscated winnings
Posted by 1superuser
January 16, 2017
1superuser 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:
January 16, 2017