February 2021 PAB Summary
|32Red||Closed||UKGC||Responsible Gambling||Issue summary: Player claims Unibet failed in their Responsible Gambling duties by allowing an account to be opened at 32Red.
Conclusion: No proof has been shown that either casino failed in their duties. The player did close their account at Unibet but it was not a self-exclusion issue and thus not a Responsible Gambling matter.
|bet365||Closed||Malta (MGA)||Non-payment||Issue summary: Player says that after winning their account was suspended.
Conclusion: In spite of being Accredited, the casino refused to reply to the player’s complaint. Casinomeister is revamping the Accredited section with an eye to cases like this. Case closed.
|Betchan||Closed||Malta (MGA)||Other||Issue summary: Player claims someone at the casino accessed their account and played away their €20,000 balance.
Conclusion: In progress.
|Betflip.io||Closed||None/Unspecified||Non-payment||Issue summary: Player says they are unable to withdraw and that the casino has become unresponsive.
Conclusion: Casino remains unresponsive — we will be posting a Casinomeister Warning.
|Big5Casino||Closed||Malta (MGA)||Other||Issue summary: Player objects to withdrawal fees and the parceling out of their payments as not in accordance with the Terms.
Conclusion: Casino will not respond. Case closed.
|BitcoinPenguin||Closed||None/Unspecified||Technical Issues (Software)||Issue summary: Player says that after reporting technical issues the casino stopped responding.
Conclusion: Casino will not respond. Case closed.
|Club Player||Closed||None/Unspecified||Non-payment||Issue summary: Player says casino has been promising every week since November to pay remainder of winnings, but hasn’t yet done so.
Conclusion: The casino never responded and they stopped paying the player. Case closed, but a Casinomeister Warning will be posted.
|Cool Cat Casino||Resolved||None/Unspecified||Non-payment||Issue summary: Player says that after over 2 months after submitting a withdrawal request, the casino has informed them that they do not do business with the player’s bank.
Conclusion: Player and the casino rep were able to get this resolved. Case closed.
|Dream Vegas||Closed||UKGC||T&C Dispute||Issue summary: Player claims that after winning, the casino claimed their had broken the Terms — then closed their account, returned their deposit and banned them from all casinos in the group.
Conclusion: Player took their case to the casino’s designated ADR, case closed.
|Goldwin Casino||Closed||Curaçao 1668/JAZ||Other||Issue summary: Player says casino removed their loss limit despite being asked only to increase it.
Conclusion: Player asked us to close this PAB.
|Jackpot City||Closed||Malta (MGA)||Non-payment||Issue summary: Player says casino not paying first of two withdrawals and not responding to them on this issue.
Conclusion: Casino first claimed they could not discuss the case “because of data protection”. When we showed them that was BS they said the player would have to take the matter to their designated ADR.
|MonacoSpins||Waiting for Response||None/Unspecified||Bonus||Issue summary: Player says they are unable to withdraw after a win and that the casino is not responding to emails or in live chat.
Conclusion: In progress but it’s not looking good; the casino claims to hold a license which does not exist.
|Mr Vegas Casino||Resolved||Malta (MGA)||Technical Issues (Software)||Issue summary: Player having technical/payment issue.
Conclusion: Casino has paid the player.
|MrJames||In Progress||None/Unspecified||Bonus||Issue summary: Player says casino is enforcing bonus max withdrawal limits even though no bonus was taken. Casino claims to be licensed in Curacao under Master License 1997/JAZ. There is no such Master License.
|Platin||Resolved||Malta (MGA)||Non-payment||Issue summary: Player says they are unable to withdraw as the casino is generally un-contactable and has not responded to the submission of their documents.
Conclusion: Casino finally allowed the player to withdraw their balance, case closed.
|Play24bet.com||Closed||Curaçao 1668/JAZ||Responsible Gambling||Issue summary: Responsible gambling issue.
Conclusion: Player decided they didn’t want to bother, case closed.
|RedBet Casino||Closed||Malta (MGA)||Other||Issue summary: After difficulties with KYC, player requested deposit refund but says casino refused and blocked account.
Conclusion: The casino insisted that the player use their in-house service to further pursue this case, meaning “case closed” unfortunately.
|Rizk Casino||Closed||Malta (MGA)||KYC||Issue summary: Player claims the casino is giving them the run-around on a KYC issue.
Conclusion: The casino refused to discuss the player’s complaint with us, forced the player to take it to their designated ADR. It’s a shame to see an Accredited casino take this route but in truth the Betsson group as a whole does the same.
|Slottyway||Closed||Curaçao 5536/JAZ||Unknown||Issue summary: No idea, the player gave no information regarding their issue.
Conclusion: The player never gave the necessary details, case closed.
|Spin Casino||Closed||Kahnawake Gaming Commission||Non-payment||Issue summary: Despite previous withdrawals, the casino is requesting the player’s ID.
Conclusion: The player got frustrated with the casino’s stalling, played the balance away and asked for the PAB to be closed.
|Stargame||Closed||Curaçao 5536/JAZ||Non-payment||Issue summary: After offering a bonus and verifying the account, player says the casino closed their account when they tried to withdraw claiming that they are from a restricted country.
Conclusion: The casino never responded to the player’s issue, case closed.
|Vegas Casino Online||Resolved||None/Unspecified||Non-payment||Issue summary: Player says casino claims they have no idea when payment will be processed as it is with a third party.
Conclusion: Player reports the casino paid in full, case closed.
|VeryWell Casino||Closed||None/Unspecified||Non-payment||Issue summary: Player says they are having problems withdrawing from this casino.
Conclusion: Casino never responded to this case or others like it. A Casinomeister Warning was posted and the case was closed.
|Videoslots||Cancelled||UKGC||Other||Issue summary: Player says they accidentally placed a much larger bet than intended, requests “goodwill” from casino.
Conclusion: Player requested we cancelled this case.
|Videoslots||Resolved||UKGC||Other||Issue summary: Player claims that despite documents being approved their account is locked.
Conclusion: The player reported that their account was unlocked and the money was in place, case closed.
|Videoslots||Closed||Malta (MGA)||Source of Wealth||Issue summary: Source of wealth issue: player claimed the casino had let them continue to deposit long after they had refused to cooperate on the SOW process.
Conclusion: It turned out there was not sufficient grounds to pursue this complaint against the casino. Player has since opened a complaint at the regulator. Case closed.
|Zevcasino||Resolved||Curaçao 8048 /JAZ||Non-payment||Issue summary: Players says that despite being verified they cannot access their winnings and casino has become unresponsive.
Conclusion: Player paid in full.
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.