Resolved Ruby Fortune "confiscating" over 4000GBP in winnings

[maxd]

What about the "unsavoury" term about limiting players winnings to 6 x their deposited amount ....

That would be a Bryan-and-them thing and afaik he's just coming to the end of his holiday season hibernation.

 

[maphesto]

FTR the OP reports that full payment has been received. Upgrading the thread to "Resolved".

Most important thing is that op got paid!

I still wonder what happened over at the Palace Group, what kind of explanation came from them? Or did they pay the player without talking about the issue?

Also, an active rep would have explained it here in the thread, they are accredited.

 

[chayton]

Yes, good news for the OP! And a big to Max and Bryan - without whose involvement the player would have been SOL.

Between the non-response of the rep and the retroactive term, this case didn't put the Palace Group in a very good light. IMO.

 

[zreb]

Definitely great that Max was able to help the player get paid.

To echo the sentiment of others here, the behavior of the casino still looks pretty atrocious, aside from their willingness to resolve the issue with the PAB. If this weren't for an amount of money which should be small for any fiscally sound casino, it would almost look like the casino created this term specifically to try to steal away the player's winnings. Most likely of course, it is just a case of incompetence, disorganization, and poor service.

But the treatment of the player by the casino is still reprehensible. Even if there had been a maximum withdrawal term in place before the deposit, and it weren't a ridiculously small multiple of the deposit, the player is treated like a criminal. Rather than "Sorry, but there is a maximum withdrawal of 900 on the bonus you received, but we welcome you to keep playing to win some more" the player is effectively told, "You have breached our terms. This decision is final. Don't waste our time with complaints. You're lucky we're giving you anything at all." All for the heinous sin of winning too much. While playing slots. Who would want to play at a casino like this?

 

[maxd]

I still wonder what happened over at the Palace Group, what kind of explanation came from them? Or did they pay the player without talking about the issue?

Sorry, I have no knowledge of what the problem was. I simply received word from the player that payment had been received.

 

[Casinomeister]

Sorry for the delay in getting back to this. One of the problems that we are having is that the Palace group is adamant that they do not participate in an public forum. They are will to have a rep here who will discuss things privately, but they won't be posting at all. I've always felt that this was acceptable if only they maintain communications and monitor an account here.

I spoke to one of the top administrators over the phone about the OPs case last month, and he said that they were still looking into this. I mentioned that I needed someone who would be more active in monitoring the forum and forum account, and he said that this would be done. For any complaints or PABs, these should all be handled swiftly just like any other issue with an accred casino.

 

[slottymcslot]

Hello all, sorry for my delay it has been a crazy Christmas and New Year, but nothing is an excuse for not posting before now. My apologies.

First, and most important: I am happy to report that I received my winnings, in full from Ruby Fortune.

I sent them an email with my certified documents as requested & furthermore demanded, again, full payment of my circa 5k GBP balance. I was paid the 6x deposit, as aforementioned in this thread, whilst being "reinformed" why this was the case. Several more back and forth emails continued, with the (again) aforementioned stonewalling.

I got another response, and was just going to ignore it, but thought one last time, why not? Well tickle my bum and call my Roy Rodgers, I got a response that agreed the term was added after I had joined, deposited, played and attempted to be withdrawn, and it would be investigated. A short term later it was accepted and I was paid in full.

I am just kindof shocked and have no clue what the 180 was caused by.. and TBH I still don't know what to think about it all. Whether it was Max/PAB, this thread, and/or getting lucky getting the right person to read my email (or a combo of the aforementioned), but nonetheless, my winnings have been paid and I am a very happy camper. Or maybe that's relieved, whatever.

One thing that is FACT, and that is I would not be 4k GBP+ richer right now if it wasn't for CM, and in particular forum member Maphesto, who discovered the fact they changed their Ts and Cs and enforced them on me after I signed up etc., so THANK YOU, and as promised, I will send you a nice bottle of something to drink (whenever you reply to my email with your address/choice of tipple )

Casinomeister is a MUST for anyone who wagers regularly online. Just an FYI, the monies CM helped me to restore, paid my rent for the year, you guys make a difference to peoples lives.

Best regards,
slottymcslot

 

[maphesto]

I got another response, and was just going to ignore it, but thought one last time, why not? Well tickle my bum and call my Roy Rodgers, I got a response that agreed the term was added after I had joined, deposited, played and attempted to be withdrawn, and it would be investigated. A short term later it was accepted and I was paid in full.

That they agreed the term was added after you played is good, that they afterwards were honest. Of course, the best part is that you were paid in full.

One thing that is FACT, and that is I would not be 4k GBP+ richer right now if it wasn't for CM, and in particular forum member Maphesto, who discovered the fact they changed their Ts and Cs and enforced them on me after I signed up etc., so THANK YOU, and as promised, I will send you a nice bottle of something to drink (whenever you reply to my email with your address/choice of tipple )

I will reply, I wanted to know if their response to you had something to do with the late added term. I've asked Max,Casinomeister and Palace Group rep about your issue and you were the first to write that they admitted that they added the term after your withdrawal.

To Palace Group:

STILL, the term is not changed on all your languages. You have a history of bad updated T&C:s. Even if you add a term that states that English is the main language and that text is the rule, you have to update the other languages in reasonable time. You have not done this. It's several months now. It's better with only an English site than a Swedish with old T&C:s.