Casinoplex confisctated my winnings for unclear reasons

Dear LCB members,

I made an account on Casino Plex and had made deposits on a regular basis and had used some of their promotions which were pretty good and of a large quantity. After losing numerous of these deposits I finally had a cash-out last month of 3331 euro's. I followed the normal procedure sending in my documentation and was awaiting to receive the funds. I always take my time reading the terms and conditions when using a bonus and had not violated them in any way.

After waiting for about a week I was shocked when I received an e-mail saying that i did indeed broke the bonus terms and my winnings were going to be confiscated.

I'll send you a copy of the term which they claim I broke:

"4.3. We will have the right to withhold or otherwise decline or reverse any pay-out or Winning amount or amend any policy in the event that we suspect you are abusing or attempting to abuse any of the following: (i) bonuses; (ii) other promotions; or (iii) specific policy or rules determined in respect of an existing game or a new game. It is clarified that we may determine that such an abuse has taken place also if your activity in our Online Casino, by itself, is not abusive, but your activities in other online casinos in addition to our online Casino, taken as a whole, constitute such abuse of our bonuses, promotions, policies or rules."

This is such a general statement that it is impossible to follow this term as it could be applied with any kind of play. It gives them the unjustified license to confiscate any win and/or withdraw ever made on this casino using a bonus. I feel that this is completely unfair as there is no specific implication of why i have broken this term.

After asking them to clarify what exactly I had done wrong I got this reply:

"In our investigation of your game play on ****** and ****** we found that you have placed high bets close to wagering requirements while playing on auto play continuously. We believe that you have on purpose tried to keep your play just play just below the wagering in order to avoid our bonus fraud systems, however, our systems are built to catch these kind of attempts."

The terms do not make it clear that you can not play the way I did. If a casino limits a certain percentage of the bonus to be bet in one round and you never exceed it what exactly have you broken then? I have never exceeded the maximum bet in their terms. Also the fact that they say I've continuously used autoplay is an invalid argument. When trying to reach the wagering requirement you can't expect a player to sit and keep on pressing the spin button 100's of times. There is no rule in the terms that says autoplay for a long time is not allowed and why else would the feature be implemented.

The fact that I've constantly placed high risk bets should be an extra reason why I should be cleared by them of this accusation. The chance of me not winning a nice amount and losing a big part of my winnings is many times higher then clearing the wagering requirement with a nice balance. The fact that I have only deposited 134 euro's for this win and reached a high balance is not in my control. Casinos know what kind of machines they offer and what the outcome of people playing on them can be.

I would like to ask the rep to contact casino plex on my behalf and maybe they can explain the situation more clearly as I am clueless what to do with these kind of accusations that in my opinion do not make sense at all.

Thanks in advance for taking action.

K

We have a representative of this casino HERE on the forum, you might want to drop him a message and hopefully things will get sorted.

Dutchluckboxxx

I am truly sorry for your situation.  I continually read more and more complaints similar to yours.  These casinos are in the driver’s seat when a player decides to use the zillions of bonuses offered.  The wording in the casino’s bonus use terms and conditions are so general and generic they can apply to every gaming situation.  You referred to this in your post and yet you chose to use the bonus.  I am wondering why? 

Until some type of enforceable regulations are placed on these casinos this type of scenario is going to be replayed over and over again.  I have played previously at these online casinos and I have never claimed a bonus when I’ve made a real money deposit.  I just didn’t want to put my money up for them to scam me out of it.  I don't know if it made a difference or not.

But like I wrote above, until regulations are implemented and enforceable for player redress, any player takes a tremendous risk when they make real money deposits.  Who do you take your complaint to?  Thank goodness the super staff here at LCB!  At least they will go to bat for their membership and hopefully negotiate a satisfactory outcome for the member.


Good Luck with your situation and PLEASE post the outcome good or bad.  It really does help other LCB members with their decision whether to make a deposit or not!     

Thanks for the heads-up!

I am sorry to hear about this situation, and really hope that you will get it resolved. The explanation by the casino is unclear, and it would be nice for a Rep to get involved...

The explanation is very unclear, looks like they simple dont want to pay ur wins and thats why they cant give reason like bonuse abpuse or multiple accoutns and they find something ridiculous..

BS and i dont see a reason  why your winnings should be kept.