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Robert D of Sydney, Australia, says that he doesn't understand the accusations of cheating that Casino 770 made when cancelling his his 2000 GBP in winnings.
Robert played there in November, won, and did cash out 840 GBP. He went back in February, armed with a 50% bonus coupon the casino had sent him, and played again.
"I won around 2500 GBP," he told us, "which I didn't withdraw and when I logged in a few weeks later I was shocked to see that my balance was 0. I wrote them several emails, which they only responded to one saying I won't be receiving any more bonuses from them - so they ignored the question of where did my money go.
"I don't think I did anything wrong to go against their bonus terms. I made a deposit of 500 GBP and used the 50% bonus coupon they gave me and I was automatically credited with a 250 GBP bonus. I then played BJ and got it to 2500 GBP".
We contacted Casino 770 and were told by Albert of its Customer Service Department that Robert "is a bonus seeker, he did not respect any of our Terms of Service and he has opened more than one account in order to use Promotional codes.
"Because he disregarded these conditions we banned him from our site and we canceled all the withdrawal requests he registered on our site."
Robert denies this and challenged the casino to give user names of any multiple accounts that it says he had.
Albert ignored that question completely, saying "We inform you that this customer is a cheater. His situation dates since 2009 an we have tried many times to ask him for explanations and to finalize with him this story.
"At this moment we do not want this person to be a client on our site anymore, he is completely banned".
The one thing that Gambling Grumbles did accomplish was to get Casino 770 to change its mind about keeping Robert's 500 GBP deposit.
That was a very unusual step in the on line gambling industry. In all of Gambling Grumbles' dealings with casinos, when they have said that a player violated their Terms and Conditions, they kept his winnings but returned his deposit. At first, Casino 770 had proved itself the exception to that rule:
"In response to yout last e-mail, I inform you that we did not return the deposit to (Robert D), because he is a cheater and a bonus seeker," is all that Albert would say.
That refusal was in the original version of this report, but after it was published, Albert wrote back to us saying, "Mr. Dawson's deposit of 500 GBP was refunded to him last week.
"So, we please ask you to get in touch with your client and, thus, update your website."
(Just for the record, Gambling Grumbles does not consider anyone who contacts us with a complaint to be our "client". If there is a dispute, our first aim is to be a mediator and reach a mutually satisfactory agreement. Failing that, we simply publish what both sides have said -- just as we did in this report.)
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