August 2020 PAB Summary
| Casino | Status | Jurisdiction | PAB Type | Comments |
|---|---|---|---|---|
| 21Casino | Closed | UKGC | Other | Issue summary: Player objects to the placement of the Max Bet button, feels there should be a confirmation request. Conclusion: Casino said “we’ve investigated and there are no Responsible Gaming concerns”. Case closed. |
| 24Monaco | Closed | Curaçao – Unspecified | Technical Issues (Software) | Issue summary: Game malfunctions, casino non-responsive to the problem. Conclusion: Player did not respond to our questions. Case closed. |
| 888 Casino | Closed | Malta (MGA) | Non-payment | Issue summary: Casino not responding to withdrawal request after 3 days. Conclusion: 888 does not accept player complaints so unfortunately we were unable to help. |
| AgentSpins | Closed | Curaçao – Unspecified | Non-payment | Issue summary: Player feels they are being stalled after very large win. Conclusion: Player never returned to answer some basic questions, case closed. |
| Arcanebet | Closed | Curaçao 365/JAZ | Bonus | Issue summary: Casino not paying player, claims “bonus abuse”. Conclusion: Player did not respond to us. Case closed. |
| Betmaster | Closed | Curaçao 1668/JAZ | Other | Issue summary: Player asked for their account to be closed but was still able to access it and make deposits. Conclusion: Given the jurisdiction and the slim chance of success here the player cancelled the PAB. |
| Campeonbet | Closed | Curaçao – Unspecified | Bonus | Issue summary: Casino claims player broke terms and refuses to pay. Conclusion: Player broke PAB rules. Case closed. |
| ElRoyale | Resolved | Curaçao – Unspecified | Non-payment | Issue summary: Player claims casino insists on paying winnings in bitcoin instead of a wire transfer. Conclusion: Player reports casino has begun payments. |
| Fairspin | Closed | Curaçao 1668/JAZ | Other | Issue summary: Player has a variety of complaints with this casino including SE. Conclusion; Player did not respond to our request for further information. Case closed. |
| GossipSlots | Closed | None/Unspecified | Other | Issue summary: Casino closed player’s account week’s ago and has not yet explained why. Conclusion: Player unavailable for further discussion, case closed. |
| Grandbay | Closed | None/Unspecified | Bonus | Issue summary: Casino claims player broke bonus terms; player feels customer service misled them. Conclusion: Casino will not respond. Case closed. |
| JupiterSlots | Closed | UKGC | Other | Issue summary: Player claims casino will not pay winnings, return deposits or respond to emails. Conclusion: Casino insisted player take their issue to eCogra. |
| King Billy Casino | Closed | Curaçao 8048 /JAZ | Other | Issue summary: Casino closed player’s account and now displays a “your country is restricted” notice. Conclusion: Player unresponsive and has not returned to the site. Case closed. |
| Kitty Bingo | Closed | UKGC | Non-payment | Issue summary: When player attempted to withdraw winnings, casino locked player’s account and became unresponsive. Conclusion: Casino would not discuss the issue, said the player had to take it to their designated ADR. Case transferred and closed. |
| Ladbrokes | Closed | UKGC | Self-Exclusion | Issue summary: Self-exclusion issue. Conclusion: Ladbrokes only allows cases to be handled by their designated ADR. |
| Lapalingo Casino | Resolved | Malta (MGA) | Other | Issue summary: Player claims casino charged them 30 euros for getting their first name wrong. Conclusion: Player reports case has been resolved. PAB closed. |
| Malina Casino | Closed | Curaçao 8048 /JAZ | Non-payment | Issue summary: Casino closed account saying deposit came from another party. Player denies this. Conclusion: Player could not complete KYC. Case closed. |
| MuchoVegas | Closed | Curaçao 1668/JAZ | Bonus | Issue summary: Casino says player broke bonus terms, player says they didn’t. Conclusion: Player did not respond to some basic questions, hasn’t been back. Case closed. |
| Novibet | Closed | UKGC | Bonus | Issue summary: Player had no problem with KYC, but when they tried to withdraw winnings, they were told “it was not me playing” and their deposti was returned. Conclusion: The evidence available from the casino did support their actions against this player. Case closed. |
| Playfrank | Closed | Malta (MGA) | Bonus | Issue summary: Player claims casino’s help desk advice led them to break terms. Conclusion: Casino refuses to respond to us. Case closed. |
| RedRose | Closed | Curaçao – Unspecified | Bonus | Issue summary: Player says they broke bonus terms but should be paid regardless. Conclusion: Casino disagrees and will adhere to their terms. Case closed. |
| Slotastic | Closed | None/Unspecified | Bonus | Issue summary: Casino claimed the player had violated bonus Terms but did not specify how or where. Player claims Terms breach was an accident. Conclusion: Casino never responded, case closed. |
| SpinMadness | Closed | None/Unspecified | Bonus | Issue summary: Casino claims Max Bet violations which the player disputes. Conclusion: Casino will not respond. Case closed. |
| Springbok | Closed | Curaçao – Unspecified | Non-payment | Issue summary: Casino says player broke coupon terms. Conclusion: Player never responded to our request for further information. Case closed. |
| Springbok | Closed | Curaçao – Unspecified | Bonus | Issue summary: Winnings denied. Player claims bonus entrapment. Conclusion: Casino will not respond. Case closed. |
| Sultanbet | Closed | Curaçao – Unspecified | Non-payment | Issue summary: Casino not paying or responding to player. Conclusion: This was a repeat of a previous case and the player was unresponsive. Case closed. |
| SunriseSlots | Resolved | Curaçao – Unspecified | Non-payment | Issue summary: Player says casino took 3 weeks to approve withdrawal; now wondering how long it will take to arrive. Conclusion: Player reported payment received, case closed. |
| TempleNile | Resolved | Malta (MGA) | Bonus | Issue summary: Casino claims player broke terms, player claims bonus invalid. Conclusion: Casino returned deposit, player played it to zero. Case closed. |
| Topsport | Closed | Other | Non-payment | Issue summary: Player claims casino refused to pay withdrawal without an IBAN number, despite the fact that Australian banks don’t use IBANs. Conclusion: Casino will not respond. Case closed. |
| VulkanVegas | Closed | Curaçao 8048 /JAZ | Other | Issue summary: Player claims “abnormal losing streak, unfair games and fake eCOGRA test certificates” and would like their money returned. Conclusion: We found none of the claims to be true insofar as the available evidence would indicate. Unfortunately, testing games for fairness is beyond the scope of the PAB service. |
PAB Status Explanation
- New: Default Status when a Complaint is opened
- InProgress: we’re working on the case.
- WaitingForResponse: the other party needs to reply to us before the case can proceed. In other words, the ball is in their court.
- OnHold: For whatever reason we have stopped work and nothing is happening for the time being. That may change at some point in the future.
- Resolved: Favorable to the User.
- Closed: User’s Complaint was not successful.
- Cancelled: Case was halted before a conclusion could be reached.