Originally Posted by
JoeyBB74
Attention: Manager of Casinomeister
Grand Duke said that they are taking my winnings because "I hit a big win based on one specific slot machine, in order to significantly increase a bankroll". I played Gold Rally because it was the only one that I could bet 16 per hand, where as every other slot game was a very small amount. I was on live chat about 4 times during my play and note once did they tell me that I had to change games.
They also said "We have good grounds to suspect that you have sought only to exploit a bonus offered by Us in good faith to enhance your entertainment" How crazy is this? Of course playing slot machines is fun and entertaining...isn't that why we all play them?
They also said "on acceptance of a bonus, the minimum wagering requirement is met and funds are subsequently withdrawn".
I played that slot machine for days so I know that I did the wagering and then so much more than required of me. I even asked the guy on live chat if I had done the wagering required of me and he said yes and that I was fine to go ahead and withdrawal some of my winnings.
They have taken the 3000 that I won and the deposit that I put in. This is a disgrace. They should not have a license and be shut down if they are going to steal money from people.
I will be taking this matter further.
Sincerely, Joanne *snip*
Grand Duke were under fire for this almost as soon as they launched. As expected, they kept quiet about your play because you were LOSING, and they didn't want you to know then that they would void your winnings in any case. If they didn't like a 16 bet on this game, why did they put this limit on yet reduced the limits on the others.
16 a spin might seem a great deal, but it is often quite normal for a few players to bet at this level, and bonuses have nothing to do with it.
It now seems they have taken a further step, confiscating DEPOSITS when it is merely the "spirit of the bonus" term they are using to void the winnings.
There is a rep from Grand Duke here who tried to defend an earlier confiscation because the player was using a "Blackjack system" to win on random software that reshuffles every hand, a situation in which NO system could ever work, as they all rely on the abilty to "count cards" as the shoe is penetrated.
The rep then tried to change his story when this "system" excuse got demolished here, and even hinted that they were "sorry", and that it was some kind of "misunderstanding". Few here were fooled, and Grand Duke is considered an "avoid at all costs".
I would love to hear their excuse this time, as hitting a big slot win is VERY rare, and is pure chance, no way could any "system" be used to play "abusively" unless the software was hacked in order to place a bet higher than was set for bonus play, clearly something that has been done with the other slots. With this in mind, it would be reasonable for a player to assume the low bets had been set because they had claimed this bonus, and that they could bet up to this limit if they wanted to. If there is nothing else in the terms that would prohibit bets above a certain level, they don't have a case.
Raise the matter with the ASA and Trading Standards, as Grand Duke have full access to media advertising in the UK because they are on a government "whitelist" of allowed licensing jurisdictions, and would be expected to operate within UK consumer protection law.
The government are already worried that offshore casinos are exploiting this rather lax arrangement to screw over UK players, and are thinking of tightening the rules. They need to be aware of how widespread this has become, as the licensing jurisdictions involved often "rubber stamp" the casino's decision, rather than carry out a proper investigation.
Despite the earlier issue, they were able to persuade Bryan to keep them out of the pit, thus players are not being warned that this is an ongoing issue with them. Betfair more or less pulled the same "spirit of the bonus" stunt, and ended up in the pit.
As well as the ASA and Trading Standards, you should PM the Grand Duke rep, and if no reply, follow this up with a formal PAB. You should NOT post further about this issue until these channels have been exhausted, or the casino is not cooperating.
If you decide to use the PAB service, tell the WHOLE truth from the outset, even if it might seem to damage your case. If you miss something out that is later discovered when Max looks into it, it will look like you were trying to hide something.
A good many Playtech casinos behave like this, and some are even WORSE. Even if not in the rogue pit, ALL Playtech casinos not listed here as accredited should be played with caution, and prior research done to see if they are generating complaints of this nature.
Last edited by maxd; 24th October 2011 at 10:27 AM.
Reason: *snip*, see OP's original post.
Empty Fruities Astern Capt'n
Back to port for unloading.
Full Sails - before we get raided ourselves.
LinkBack URL
About LinkBacks
Reply With Quote
I often go to a casino and play my whole deposit on my favourite of the moment. It's hard enough to win without them hedging their bets with these sorts of obscure stupid terms to ensure we lose.
Bookmarks