December 2016

This is the summary of December 2016’s “Player Arbitration” – complaints submitted to Casinomeister via here.

Player Arbitration December 2016

01 Dec Spinit Microgaming, Net Entertainment, Nyx Malta, UKGC, Curaçao Player claimed they had been allowed to re-register after self-excluding for reasons of gambling addiction, wanted all deposits back. n Turned out the player had never self-excluded, only requested their account be closed because of “poor RTP”. Furthermore the re-registrationS had used markedly different details in order to avoid detection. closed Private complaint
02 Dec Mr Green Evolution, IGT Interactive, Microgaming, NetEnt Malta, UKGC Player was having problems completing KYC on a £600 WD, said the casino was asking for documents that were not possible to obtain. n PAB was incomplete, player was unavailable to provide the required info: player AWOL = case closed. closed Private complaint
2 Dec Club World RTG Curaçao Player had been given information from chat Support that turned out to be wrong (tourney winnings were to be added to the game score not to the player’s account). n The casino proposed a settlement which the player accepted. Resolved Private complaint
3 Dec Slots Garden RTG Costa Rica Player claimed they’d been waiting “2 or 3 months” for a $2000 WD request to be fulfilled. n Ongoing. ongoing Private complaint
4 Dec Casino Cruise Microgaming, Netent, NYX MGA, UKGC Player complained that the casino was withholding £10,000 in winnings because of Terms violations – multiple accounts – but they had previously approved those accounts. y? Ongoing. ongoing Public Complaint
5 Dec Trada Casino Microgaming, Pariplay, Netent Isle of Man and UKGC Player had won £700 on bonus play but the casino denied the winnings on the grounds of “max bet” Terms violations. y Player freely admitted to the Terms violations but said they hadn’t won on those bets so the casino should pay anyway. Sorry, that’s not how Terms work. Live and learn little grasshopper. closed Private complaint
7 Dec Lucky Red RTG Curaçao Player claimed they had “many examples” from six months of play showing “the site is not fair”. Wanted us to warn other players. n Sorry, per the PAB FAQ games verification is beyond the scope of the PAB process. closed Private complaint
8 Dec Dreams Casino RTG Costa Rica Player claimed that the casino had twice reduced their balance per the “max win” clause of a free chip. n Sounds like a simple Terms issue but the casino hasn’t fully responded yet: ongoing. ongoing Private complaint
9 Dec PKR Evolution, Kiron, Microgaming Alderney, UKGC Casino was denying a £10k WD request on the grounds that “max bet” Terms had been breached. Player said the Terms hadn’t been visible, hidden under a pop-up. y Ongoing. ongoing Public Complaint
9 Dec Mr Ringo Microgaming, NetEnt, Novomatic Malta Player had been informed by the casino that their winnings were in jeopardy because they’d detected another account; player was offered either a return of their deposits or escalation of the matter to the MGA. y Casino reported that they’d reviewed the case and decided to pay the player. Player confirmed payment received. Resolved Public Complaint
11 Dec Spinit Microgaming, Net Entertainment, Nyx Malta, UKGC, Curaçao Player reported that the casino was not paying a £150 WD. y Turned out the casino had just been doing KYC, said they’d pay the player in full. Haven’t yet heard back from the player that payment is confirmed. resolved Private complaint
12 Dec Slotocash RTG Curaçao Player had apparently been blacklisted at this casino group and wanted to know how to clear their name. n That’s a tough one. We can asked the casino to help out with this but there are no guarantees: ongoing. ongoing Private complaint
16 Dec InetBet RTG Curaçao player claimed the casino had unjustly confiscated winnings and lied about KYC procedures. n I’ve worked with this casino for almost a decade and have seen zero justification for the player’s accusations. Furthermore the casino does have Terms related to acceptable delays in fulfilling KYC requests which the player repeatedly broke. Sorry, the casino’s actions were justified: case closed. closed Public Complaint
19 Dec Jackpot Paradise ELK, Microgaming, NetEnt MGA, UKGC Player reported that after a very glitchy run on Aloha (they’d been offered Free Spins but they never showed) she’d requested her account closed. The casino did so but apparently took her £56 balance in doing so. y The casino said they’d offered compensation and the player had accepted. Ongoing. ongoing Public Complaint
20 Dec Rubyslots RTG Costa Rica Player reported being stalled by the casino on a $190 WD. n Ongoing. ongoing Private complaint
20 Dec Betsson Evolution, Jadestone, Leander, WMS Malta Player thought the casino’s web page concerning responsible gambling was misleading and short on facts. n The player’s suggestions have been passed on to the casino. resolved Private complaint
22 Dec Mr Ringo Microgaming, NetEnt, Novomatic Malta Player claimed the casino had changed the Terms after his betting and thereby denied his winnings. y Ongoing. ongoing Public Complaint
27 Dec Intertops RTG Kahnawake Player’s claim was that the casino had cancelled $5800+ in winnings on the grounds that the player had violated the Terms regarding deposits required in order to claim deposit bonuses. y The player had tried to beat the deposit requirement by simply moving his money back and forth between casino and sportsbook: bad idea. Case closed. closed Private complaint
27 Dec Rizk Net Ent, Microgaming, Play n Go, Quickspin Malta, Curacao, UKGC pending Player claimed that their account had been locked after they’d reported a faulty payout from roulette. n Ongoing. ongoing Private complaint
30 Dec Maple Casino MGS Malta Player reported that a $900 WD had been processed but the money had never arrived. n Turned out to be a problem at the player’s bank. Player provided an alternate payment option and received full payment. Resolved Private complaint
Total Complaints = 20 | Bonus related = 40% | * Bonus Issue