N1 - Withdrawal Cancelled
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
