Dreamvegas (Whitehatgaming) removed my winnings after i hit 1750x on Jammin Jars!

[JamminAMY]

I agree the system should be changed before any more damage. This happened to someone here 10 months ago and most likely many more. It shouldn't be to hard to change?

The actual site at dreamvegas is great, the layout and the best games i was enjoying it very much (Winning helps) but this problem obviously changed that. The Brand White Hat Gaming has many Casinos so they must be huge, they could easily act fairly and payout and wouldn't affect them. I feel like i genuinely haven't done anything wrong, even though saying that will annoy some people here. T&Cs are not supposed to be used to bully people imo, mistakes like these could/should be resolved in good faith.

Yes my deposit is returned to my account and no offer of goodwill

 

[dirtystack]

I’d write them a complaint, be clear that it is a formal complaint.

Don’t go emotionally offensive - insinuating they are bullying you won’t get you anywhere.

Objectively they are not bullying you even though you feel bullied.

Relay to them how this situation has made you feel and express to them any damage you feel it has done to your mental wellbeing. 
 

Tell them that it has been stressful enough that you will lodge a formal complaint with an Official complaints service if they don’t address how their system works.

Ask them which of the complaints services they are most comfortable working with.

Might result in some goodwill, maybe force them to fix their system.

If they fail to respond to you within 8 weeks(might be 4, can’t remember), or don’t answer your queries as to which complaints service to use then they are not following complaint guidelines and it will lend weight to your case.

 

[Teamkayenne]

Unfortunately this is something that all sister casinos of dreamvegas have. (I think) 

The terms were there. You had to read them.

The casino usually doesn't make the system decline the bonus for e-wallet deposits because it's ''easier'' 

By the time terms have this restriction it's up to them if they will confiscate your winnings. They did. 

 

[JamminAMY]

I've checked the whole website T&Cs for Dreamvegas and cant find any relation to confiscating winnings for depositing with Neteller and getting the bonus. They state other reasons for confiscating winnings but nothing relating to Neteller. I've added an attachment to show the list of things they will confiscate winnings for. 

Now in the bonus rules they state "Deposits made by skrill or Neteller not eligible" 

Compare that to the rule on max bet stakes "The maximum bet allowed whilst the welcome bonus is in play is 5€. Should you bet higher than this while the welcome bonus is in play, we reserve the right to confiscate all winnings."

Here they clearly state you will lose the winnings if you bet above max bet. There is a difference in the two comparisons. Not one single time do they state they will confiscate winnings for depositing with Neteller. So i'm even more shocked. 

I wish they'd just say ok whats happened has happened, you got a bonus by mistake but it is what it is and let me keep the funds, i wouldn't even mind if they told me i have to wager the bonus again as a condition and restore my balance or whatever. To flat out just take the money away over something so small is to harsh. 

 

[Slotplayer]

From you quoted T'S and C's that lists items that result in confiscating of winnings, it is made clear that this list is not an exhaustive list. It clearly says "Such breaches include, but are not limited to"

Unless the terms are unreasonable, then you may not have a case. The bonus terms are pretty straight forward and clear.... if you deposit with Neteller or Skrill you are not legible for a bonus.

I would not waste money on a solicitor or court case as you will be set to lose.

 

[JamminAMY]

Do you think the Casino should state If i deposit with Neteller what the consequences would be? As like they did when referring to breaching max bet rules or other breaches where it clearly says what would happen.. @Slotplayer 

I'm not eligible but they gave it, that's their responsibility. I never hacked them or tricked them into a bonus! I'm not sure why so many people here are negative towards my dispute with the Casino and automatically think it would lose. It is possible to resolve things, the casino is not always right or do they always win. Over here in Ireland another girl sued Bet365 for 1 Million Euros for a dispute over the T&Cs and eventually settled with a Win and that's against the biggest casino/betting operator in the world. 

 

[Slotplayer]

Do you think the Casino should state If i deposit with Neteller what the consequences would be? As like they did when referring to breaching max bet rules or other breaches where it clearly says what would happen.. @Slotplayer 

I'm not eligible but they gave it, that's their responsibility. I never hacked them or tricked them into a bonus! I'm not sure why so many people here are negative towards my dispute with the Casino and automatically think it would lose. It is possible to resolve things, the casino is not always right or do they always win. Over here in Ireland another girl sued Bet365 for 1 Million Euros for a dispute over the T&Cs and eventually settled with a Win and that's against the biggest casino/betting operator in the world. 

What you or I think is irrelevant. You're talking taking it to Court who will decide.

What happened in another Court case is irrelevant too. Each case is unique. Not all Courts set precedents.

Good luck with your quest getting your winnings.

 

[ryans_slots]

Ryan i have to disagree with you. As much as I have duty to read the terms the casino has a duty to act fairly and honestly. To award the bonus is a deliberate ploy to go against their own rules which leaves them in a win/win situation and me lose/lose.

I'm sorry if i don't speak to live chat every single time i've played with a bonus. Let me add it took me two days to finish the wagering requirements for the bonus, so what stopped livechat or support contacting me about the problem? Or is it always the players fault? 

 

Even read the first bit you posted ''Its happened to me before when i joined a casino and deposited asked live chat for a bonus and they said deposits with Neteller are not eligible for a bonus. That's how it should be done. ''
You obviously know that some  sites don't allow it and just possibly tested to try get away with it.
 

May I ask why not just deposit via visa card like normal people for welcome bonus?

 

[anonymousapple]

And just to add, the bet365 case was more complicated than it looked and was eventually settled out of court, not via a court decision (for an undisclosed amount- most likely an NDA in place). Not sure why you're even calling it a win, for all we know they could have settled for just her original 25k stakes back - but i am pretty sure she didnt get the 1 million euros for that horse bet. 

Going to litigation is a lengthy, costly and tedious process which can take up to years depending on the complexity of the case. You should go through their complaints/appeal procedure first then go to whichever mediator they use (IBAS for example) and if that fails then u can proceed with litigation. Good luck

 

[JamminAMY]

Yes absolutely and i would hate this going as far as court. I have wrote back to Dream Vegas asking to reconsider. If that fails then i will try the regulators and the complaints procedure etc. I will also write to my local politician. 

I cant just accept it and move on. I think the Casino should take back the bonus which was awarded and let me keep the rest. I still would of played Jammin Jars and won. Or they can make me wager the bonus amounts again with the full balance. Either of these alternatives seem much fairer then just removing the full winnings. 

 

[spanaren75]

Does this goes both ways?

Would the casino automatically refund your deposit if you lost the money+bonus?

I think not!

 

[JamminAMY]

Even read the first bit you posted ''Its happened to me before when i joined a casino and deposited asked live chat for a bonus and they said deposits with Neteller are not eligible for a bonus. That's how it should be done. ''
You obviously know that some  sites don't allow it and just possibly tested to try get away with it.
 

May I ask why not just deposit via visa card like normal people for welcome bonus?

Yes that's because it happened to me once on Casino.com. I'm not sure what you mean "tested to try get away with it"?  As in do a test deposit and see if i get a bonus and if not withdraw my deposit back? That's a ridiculous thing to say. 

Sorry I must not be "Normal" because i use Neteller 

Does this goes both ways?

Would the casino refund your deposit if you lost the money+bonus?

Sadly No! 

 

[Slotspinner]

I've just seen a similar thread here https://casinogrounds.com/forum/topic/29781-confiscate-winnings/

Notice what @Slotspinner says "Good casinos dont credit the bonus if you use a deposit method that is not allowed. Rogue playing casinos do exactly what happened here."

So this happened to someone else in 09/2019 and the same group have done nothing to fix it happening again. Its their responsibility to give bonuses or not. If i deposited and didn't get a bonus that's fine, but the fact they gave the bonus to leave me in a lose/lose situation no matter what happens is not right. If i had lost i guarantee the deposit wouldn't be returned.

Mate that still doesnt mean you are entitled to the money sadly, what they are doing is legal according to their terms and you cant fight it, this is a lost cause basically..

 

[JamminAMY]

Mate that still doesnt mean you are entitled to the money sadly, what they are doing is legal according to their terms and you cant fight it, this is a lost cause basically..

It doesn't say anywhere they would confiscate winnings for depositing with Neteller so its not even in their terms. So this isn't a case of arguing the T&Cs. I don't agree its a lost cause. Lets see what my politician and the regulators say when they see all the facts and evidence. 

 

[ryans_slots]

It doesn't say anywhere they would confiscate winnings for depositing with Neteller so its not even in their terms. So this isn't a case of arguing the T&Cs. I don't agree its a lost cause. Lets see what my politician and the regulators say when they see all the facts and evidence. 

Then you don't need to discuss it any further here, you've heard opinions that you clearly don't like/take well, you are in the fault although you are right on that the casinos should make it little more clearer not to use neteller/skrill for welcome bonus however its your duties as a player to check the terms before playing.

Wish you best of luck with your complaints

 

[anonymousapple]

It doesn't say anywhere they would confiscate winnings for depositing with Neteller so its not even in their terms. So this isn't a case of arguing the T&Cs. I don't agree its a lost cause. Lets see what my politician and the regulators say when they see all the facts and evidence. 

It doesn't have to specifically state that. Yours could even fall under 2.2 for promotional abuse as a result of an error/fault/system bug  "• Whether known or unknown to us, taking advantage of any software or system bug, loophole, fault, error or failure including, but not limited to, in respect to any game; and" 

 

[JamminAMY]

Erm they should state it how they stated it for breaching other rules.

How many people have the Casino got batting for them here then? 

 

[Orzabot]

It doesn't say anywhere they would confiscate winnings for depositing with Neteller so its not even in their terms. So this isn't a case of arguing the T&Cs. I don't agree its a lost cause. Lets see what my politician and the regulators say when they see all the facts and evidence. 

I think they would ask if you can read and if you have a gambling adiction. 

Like i told i have had almost Same problem as you, but it was the double amount of money. But i never saw it as i lost the money, because i got my deposit back. Just a very rough lesson learned. After this i am sure you will never make the same mistake again. 

 

[JamminAMY]

It doesn't have to specifically state that. Yours could even fall under 2.2 for promotional abuse as a result of an error/fault/system bug  "• Whether known or unknown to us, taking advantage of any software or system bug, loophole, fault, error or failure including, but not limited to, in respect to any game; and" 

Its not a bug, loophole, fault, error or failure as this happened to someone else 10 months ago. They are very well aware of whats happening and have done nothing to fix it. Nice try though Casino Agent. 

I think they would ask if you can read and if you have a gambling adiction. 

Like i told i have had almost Same problem as you, but it was the double amount of money. But i never saw it as i lost the money, because i got my deposit back. Just a very rough lesson learned. After this i am sure you will never make the same mistake again. 

Prove it. Prove Dreamvegas or any other Casino took 14k or more from you because you "used Neteller to deposit"... This should be interesting, why do i feel like your lying? 

 

[dirtystack]

Just do what I suggested earlier and you might affect some change with the way the casino operates and might get some goodwill payment.

You can't go any further until you:

1. make a formal complaint to the operator and get a final decision which states the "this is our final decision"

if it isn't a satisfactory decision for you then you use:

2. A complaints service to liaise with the casino on your behalf.

If they agree with you the casino will offer up something, if they agree with the casino then you can:

3.Take it to a solicitor and go to court.

This is the only order there is.

If you try to go to court they will ask you why you haven't done steps 1 and 2 and tell you to come back once you have done so.