July 2016

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	y	Player later reported that their balance had been restored and successfully withdrawn: case closed.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 issues”. 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