ECOGRA- my complaint case

[silentryan7]

Hello all,
I was wondering if you could give me some advice, I recently won £7050 online and got the money the next day, around 2 days later I got an email from the company saying congrats on your big win of £121,000, naturally I was in shock as the money never landed in my balance, so I contacted the live chat team and I asked SEVERAL people if I had really won 121k and I was told, there was no doubt, YES I had won the money, and I would get a phone call and all would be explained to me then. So about 4 days later I get the phone call, they tell me the email was sent out in "error" and it's the amount I had wagered, not winnings, as a result of this I had spent all of that £7050 plus another £12,000, so as a result of this I'm 19k worse off, I have the screenshot of the live chat telling me I have definitely won this 121k and a copy of the email. The company is refusing to pay me a dime. I have taken the case to ECOGRA and I was wondering if all of you could tell me my chances of winning my case, as this is just ridiculous from the company telling me I have won 6 figures when I didn't, its not right.

What are my chances of this going in my favour?

 

[Casinomeister]

If this was a general cock-up. I would wait for eCOGRA to at least give you an answer on this. And speaking from experience, if it truly is a total screwup - casinos usually want to keep this on the down low so at least they can make amends to the player. So I would hold off on naming shaming before you have an answer.

That's just a caveat

 

[silentryan7]

Yeah I'm waiting for their response now, it's been roughly 3 weeks since the complete case file, I haven't reported them to the UKGC yet I'm waiting on ecogra to get back to me, thanks for your input. Much appreciated

 

[Casinomeister]

No worries - and thanks for joining us here. Please let us know how it goes. We have pretty close ties with eGOGRA.

Not so much the UKGC

 

[silentryan7]

Yeah I'm praying this goes in my favour, I'd rather not take this to court. I will keep you all updated with the outcome, hopefully hear back by February 27th 2024, as that's the 90 day mark.

 

[interlog]

Maybe it is just me that is confused, but how did the OP believe he won that £121k on?

 

[silentryan7]

I have no idea, I asked them how did I win that very large amount of money, they told me all would be explained in a phone call. Got said phone call, they said was sent in error. It's a major screw up!

 

[L&L-Jan]

Maybe it is just me that is confused, but how did the OP believe he won that £121k on?

This is applicable, you can see on screen what's happening. Anything around that you can never take for granted, no matter what.

The chances of winning are minimal as the gaming history will be provided where it clearly states:
- total bets/wagers
- total wins
- Gross result

if there is no trace of any £121k win, the case is solved.

All casinos are required to provide gaming history on site, so you could have verified it on site.

 

[silentryan7]

That is a fair point but the members of staff also have access to that information too so why didn't they check this first and tell me the truth? I asked them are you sure I have won this, not just one person, about 4 or 5 people I spoke too all confirmed I had won this money, so who's in the wrong here?

 

[L&L-Jan]

It doesn't matter who's wrong, you never won the amount. That's it.

It sounds to me that you might have played at a unregulated casino.

 

[silentryan7]

It's a pretty well known casino. Not naming. Thank you for your opinion. Will update you when I know more!

 

[L&L-Jan]

Its not my casinos i work for, thats for sure

 

[silentryan7]

Yeah I know I'm not entitled to the full 121k but I reckon I'm due some compensation at least. For damages

 

[L&L-Jan]

Yeah, I would have given 10% of the damage due to human error from our end, which is imo more than fair.

 

[silentryan7]

That was the figure I was thinking, you think my chances of getting compensation are good then?

 

[Webzcas]

Sounds like a 'cock-up' by the Live Chat person you were chatting with. That obviously does not help your situation, especially as you played back your £7k plus extra :-(

But if your gaming history doesn't show the win, nor did you actually encounter the win, then I am afraid your luck is out...

 

[silentryan7]

It was about 5 people I spoke to, cause I still couldn't believe it, so I kept on contacting them asking more than one advisor if this was true and everyone said yes I have won it. So that's beyond a simple mistake

 

[Mark_Lottomart]

Yeah, I would have given 10% of the damage due to human error from our end, which is imo more than fair.

Whaaaaat? 10% of the misquoted “win” or 10% of what the player lost after receiving an email with erroneous info? Either way that sounds pretty generous.

Apologies if I offend the OP here but I personally don’t believe the loss incurred is related to the error on informing the win incorrectly and I suspect (obviously can’t prove) that it would have happened regardless.

I genuinely wish you the best of luck in getting it back though, regardless. Sounds like a bit of a mess.

 

[lnspin]

reminds me of an old childhood saying, "Dont count your chickens before they hatch"

 

[andysbetting1187]

Whaaaaat? 10% of the misquoted “win” or 10% of what the player lost after receiving an email with erroneous info? Either way that sounds pretty generous.

Apologies if I offend the OP here but I personally don’t believe the loss incurred is related to the error on informing the win incorrectly and I suspect (obviously can’t prove) that it would have happened regardless.

I genuinely wish you the best of luck in getting it back though, regardless. Sounds like a bit of a mess.

Even if they said it was 10% of the win, it would only be £12k going back to the OP when he has spent £19k.

OP - whatever you have spent the additional 12k on (plus the 7k, if not gambled it) make sure you keep any receipts/transaction details for it just in case the casino asks for them to prove how you are out of pocket (or you take the matter to court)

To be honest though, I would be surprised if they gave you £12k (or more) - hope they do though.

 

[paul7388]

Maybe it is just me.

But if I got an email saying I had won that amount from a casino I would take it as a mistake.

Then if I was told it was genuine I would want to know how right away. You must know yourselves from your bets that you never won it. And if you have it would have showed in your balance.

And if it was somehow a win you never knew about then pretty sure they would have been in contact right away not people on chat saying it will get explained in a phone call at some point.

One things for sure . If I was told I had won that amount and I did not know how
I certainly would not have been spending a penny of it until it was explained how I had managed to win a fortune and i actually had the funds.

As for the legal route. Sorry but don't think you have a chance in hell of winning. Places make mistakes all the time. Banks put wrong amounts In peoples accounts. Bookies wrongly settle bets. Soon as it is noticed they remove the amount as it wasn't yours.

Any good casino will simply argue that an email was sent in mistake. That you as the customer knew you had not won that amount and your account shows that. And that they can hardly be responsible for you blowing a fortune you had never received.

 

[paul7388]

The more I think of it.

Don't think anyone out or any.member on here would do what you have done.

Common sense tells anyone that if they haven't won a huge amount while playing that an email saying they had a huge win must be a mistake. Certainly can't think of anyone that would go wow I'm rich. Casino says I have won this amount but won't tell me how and why but what the hell even tho its not in balance I will go blow 20k.

Could.maybe understand someone spending money if there had been a mistake and a slot had.paid out wrong amount and it showed in players account. But no one out would spend that sort of money till they found out how it was theirs and actually received it

 

[nfehily]

Not a prayer you're receiving a bean im afraid.
Don't believe ANYTHING until you can see, feel, touch, taste AND spend it.

 

[dealer wins]

Hate to say it, but I doubt you will get a penny from the casino or get anywhere with eCOGRA.

At the end of the day errors occur both with humans and the slots.

Remember the sign on the physical slots "malfunction voids all pays and plays"

 

[satchnz]

The casino in question wouldn’t be called “Nigerian Prince”, would it?