This is the summary of July 2016’s “Player Arbitration” – complaints submitted to Casinomeister via here.
Player Arbitration July 2016 | ||||||||
| DATE | CASINO | SOFTWARE | JURISDICTION | THE PROBLEM | BONUS | COMMENTS | STATUS | LINK |
| 01 Jul | Leo Vegas | NetEnt, Playtech, etc. | Malta, UKGC | Player claimed that their game of choice was faulty and only had an RTP of 33%. | N | We passed the player’s complaint on to the casino but RTP issues are beyond the scope of our PAB service. | closed | Private complaint |
| 01 Jul | Sporting Index | NetEnt, Microgaming, etc. | UKGC | Player reported that deposits and winnings were confiscated because of self-exclusion “at a sister site”. | ? | Casino said “the action taken was well within the parameters of both ours and EveryMatrix account operating rules.” However the player was fully refunded their deposits. | resolved | Public Complaint |
| 4 Jul | Grande Vegas | RTG | Curaçao | Player claimed that the casino had “without any reason closed my account and revoked my winnings”. | y | The OP turned out to be a fraudster: bootified! | closed | Public Complaint |
| 6 Jul | Cherry | NetEnt, Microgaming, etc. | Malta | Player’s issue was that two years previously the casino had confiscated winnings of €2000 for “max bet” violations. Player claimed that at the time there was no such Term. | y | Casino showed that the Term had been in place four weeks before the player had signed on and played. Player accused us of “helping casino to avoid paying players†but no counter evidence was provided and the case was closed. | closed | Private complaint |
| 6 Jul | Quasargaming | Novomatic | Malta | Player had been given a birthday bonus chip, played it and tried to withdraw but the casino imposed a Max WD limit. Player said that no such limit was in the Terms. | y | Player later reported that their balance had been restored and successfully withdrawn: case closed. | resolved | Private complaint |
| 9 Jul | Lucky247 | MGS | Malta, UKGC | Player took a bonus, “kept winning so kept upping my bet”, eventually racked up winnings of £4700+ which the casino later cancelled for “max bet” Terms violations. Player said they’d never heard of such a thing. | y | Ignorance of the Terms is no excuse for breaking them, case closed. | closed | Public Complaint |
| 10 Jul | Lucky Club | NuWorks | Curaçao/Cyprus? | Player had taken a NDB, played and won €180. WD was denied on the grounds that the player was from a restricted country. Player claimed there had been no such restriction when they’d signed on. | y | Casino showed the restriction against the player’s country had been in place for four days at the time the player took the bonus. Case closed. | closed | Public Complaint |
| 16 Jul | All Australian | NetEnt, Amatic | Malta, UKGC | Player claimed that they’d won an AUD$86000 jackpot, had requested a WD which had been confirmed, continued to play and ended up with a balance of zero. | ?? | Turned out the player had not requested the full WD but had simply inquired about WD Terms and had continued to play, made a few smaller WDs along the way, and played the balance away. | closed | Private complaint |
| 16 Jul | Royal Vegas | MGS | Malta | Player had apparently burned through their $100 deposit in 15 minutes and felt ripped off: “it just seemed dodgey”. | y | Unfortunately game analysis is beyond the scope of the PAB process: no can do. | closed | Private complaint |
| 17 Jul | Everygame | EveryMatrix | Malta, Curaçao | Player’s complaint was that they’d had a bunch of loyalty points but when they’d gone to redeem them there were none. | y | Player had had a previous PAB weeks before and this one was not regarding an Accredited casino: Sorry, please mind the One Free Shot rule. | closed | Private complaint |
| 20 Jul | Cool Cat | RTG | Costa Rica | Player reported a stalled $350 WD. | n | See above re One Free Shot. | closed | Private complaint |
| 22 Jul | Jetbull | NetEnt, Microgaming, etc. | Malta, UKGC | Player reported £1300 in stalled WDs. | n | Casino paid part of the player’s WD, claimed “payment provider … technical issuesâ€. Two months later they’d still not managed to pay the player. A Warning was posted (since withdrawn). | closed | Public Complaint |
| 28 Jul | Virgin games | Evolution, Gamesys, IGT, etc. | Gibraltar, UKGC | Player had apparently won £2000 which was cancelled because she’d apparently self-excluded at a “sister casino”. | n | The casino initially said they wouldn’t discuss the case, then that they’d only discuss it as a Subject Access Request under the Data Protection Act. Player had since received deposits back and they’d had enough: case closed. | closed | Private complaint |
| 28 Jul | Slottyvegas | NetEnt, Microgaming | Malta, UKGC | Player claimed that winnings in excess of €16000 had been improperly denied for bonus Terms violations including having no invitation to an invitation only bonus. | y | Player made claims but was unable to provide proof that they had received the required invitation: case closed. | closed | Private complaint |
| 29 Jul | 123vegaswin | Betsoft, NetEnt, Evolution, etc. | Costa Rica | Player reported that the casino was stalling on a £550 WD, wasn’t responding etc. | y | The casino never responded to us either, and then they apparently did a runner. Casino AWOL, case closed. | closed | Private complaint |
| 30 Jul | Slots Garden | RTG | Costa Rica | Player’s issue was that a £2500 WD was apparently tied up in an argument over Terms | y | Not yet concluded. | ongoing | Private complaint |
| 31 Jul | Planet 7 | RTG | Costa Rica | Player reported that a £300 WD was stalled and they wanted outside help to get paid. | n | Player did get paid but somewhat less than expected because bonuses are non-cashable. | resolved | Private complaint |
| Total Complaints = 17 | Bonus related = 59% | * Bonus Issue | ||||||||