Interwetten confiscating winnings

[Casinomeister]

Like I said, they are claiming that there was a technical malfunction and that it was reported to their licensing agency immediately when it was discovered. Technical problems void the bonus winnings - I'm just telling you how it is. I don't work at Interwetten, so I can't tell you what they were thinking when they wrote their terms.

Like I said earlier, I'll forward the PABs that Max has to the LGA. My advice would be to follow up on your own with this. The LGA is aware of this situation.

[vinylweatherman]

Originally Posted by Casinomeister

Like I said, they are claiming that there was a technical malfunction and that it was reported to their licensing agency immediately when it was discovered. Technical problems void the bonus winnings - I'm just telling you how it is. I don't work at Interwetten, so I can't tell you what they were thinking when they wrote their terms.

Like I said earlier, I'll forward the PABs that Max has to the LGA. My advice would be to follow up on your own with this. The LGA is aware of this situation.

In this case, ANY player, win or lose overall, who made a bet containing ANY amount from this erroneously credited bonus should have their play rolled back, BUT, players who NEVER used any part of the bonus should merely have the amount of the BONUS removed from their account, and recalculated as if it had run as intended by management, and not as believed by some players due to the stilted terms & conditions.

So far, it seems they have selectively voided overall profit from WINNING players, but have kept losses from those players that suffered an overall loss. Worse, they made a profit the PREVIOUS week, and I bet they have kept this.

Of interest would be the date and time of when they DISCOVERED the problem, did they allow the event to continue beyond this, while behind the scenes they were constructing and sending their report of to the LGA.

Whatever LGA decide, the casino has dealt a blow to the relationship of trust with it's players, and probably to those new players it might have recruited.

[Zoozie]

Originally Posted by thelawnet

There is no malfunction. The system did exactly what they told it to do. Chartwell software, which they use, operates like this. Betfair had a very similar promotion.

There is absolutely not, categorically not, any malfunction.


The only error is the incompetent casino managers who don't understand basic mathematics. That is not the same as a malfunction.

It is not a malfunction when a slots player plays penny slots with a 15% edge until he has lost £10k. He can't ask for a refund, he can't say he had a 'technical reason' (i.e. stupidity), and didn't realise what he was doing, and neither can a professional, multi-million annual profit casino that expects players to entrust them with their personal details, bank account records, and potentially thousands of euros of their cash. They CANNOT welch on its bets on the basis that 'our promotion was not profitable for us'.

I believe this sums up the situation pretty good. The malfunction excuse is BS. Maybe the manager made a configuration mistake for the bonus within the software. But this is not malfunction and therefore the T&C can not be used.

They lost money on the promotion and now they are doing a kind of opposite 'chargeback'. They behave excactly the way lousy players do. After the first week they won money and it was not a problem.. But then the following week the players won (I guess) and then it is suddenly a malfunction.

The manager is clearly not mentally gifted in anyway, but he makes a huge mistake believe that also is the case for all the players. This in fact has happened so many times before, namely that the casino management underestimates the intelligence of the players.

[Ferretktf]

Originally Posted by Casinomeister

. My advice would be to follow up on your own with this. The LGA is aware of this situation.

Can you let me know how to do this --- contact name / e-mail etc.?

Thanks.

[klankenstein]

I would also be interested in a contact for the LGA. Will probably just state my case and refer them to this thread for the argument against Interwetten's statements. No point me re-hashing the already very strong and valid arguments that have been made by the posters on here.

[Roar]

Originally Posted by Casinomeister

......they are claiming that there was a technical malfunction and that it was reported to their licensing agency immediately when it was discovered. Technical problems void the bonus winnings - I'm just telling you how it is.

This is an important aspect of this matter and since I am involved in this mess I will offer my further opinion. To quote yet again the offending T+Cs:

"Interwetten may cancel, terminate, modify or suspend the promotion or these terms and conditions at any point and for any reason, including for technical reasons such as and not limited to computer viruses, bugs, tampering or technical failures."

These T+Cs do not convey any entitlement for the Casino to recover liabilities in any retrospective sense whatsoever. They merely empower the Casino to bring an end to the promotion "at any point" other than the advertised and anticipated close. You would be challenging the rational mind to argue that "at any point" could be applied at some point in the historical past.

Furthermore, should the Casino seek to exercise the rights conveyed by the T+Cs above it seems reasonable to me that the Casino is obliged to communicate it's decision first and foremost to affected Players, or indeed, Players who may subsequently be affected by that decision.

This could have been accomplished, at least in part, by a corresponding notice posted to the web site. This was not done. Apparently the LGA was advised but the priority must surely have been to those affected by the decision to cancel said promotion (Players) rather than some regulatory authority that takes 8 weeks to stir.

To recap my own Interwetten situation. I played and lost my deposit of 50 euros in quick order (wagering just over 150 euros). Unlike others my play (losses) were not immediately or subsequently rewarded with any type of cash-back.

If the Casino is claiming that all bonus play on this day is void then I am owed 50 euros. If the promotion had come to an end at the time of my play then just how was I to know? I would not have otherwise deposited and played if not for the promotion.

A couple of days later I did deposit without a bonus, played, won and withdrew. My account was then locked without explanation.

Like others all my emails seeking explanation and whereabouts of the promotion funds have been ignored. I concur with previous comments that this level of stonewall communication from Interwetten exposes the level of integrity practiced by this organization.

The LGA should act and enforce the regulations.

.

[Duncan Disorder]

Like I said before, I did make profit without a bonus on the second week and I was able to cash this out, after my account was unlocked. It would appear (though could be wrong) that if you played and lost on the second week with money that was already in your account then your balance was restored to what it was before.

May I say how crassly unprofessional and incompetent Interwetten have been about the issue: the way they only notice that they have had a promotion that works differently to how they intended after the second week it has run; the way they ignore all emails from players about the issue. These things alone deserve a slap from their regulators.

[Ferretktf]

i am still a bit confused over what action I need to be taking here

If i need to contact the LGA then please can you provide (by PM if necessary) contact names and perhaps reference numbers so that they can find my complaint.

thanks

[uungy]

I have given all the info somewhere in this thread, so has maxd. Please take some time to check

[Ferretktf]

Originally Posted by uungy

I have given all the info somewhere in this thread, so has maxd. Please take some time to check

Apologies for not making myself clear., I did see the generic information but given that Bryan has said that he has passed this on, I did not want to open a separate compalint to them but instead wanted to link any communication I do send to what Bryan has already told them.