- Joined
- Jan 20, 2004
- Location
- Saltirelandia
Months ago a player brought us an issue: the casino had confiscated €3000+. The reason given? Violation of the following Term:
Aside from being a prime candidate for the "World's Most Generic Terms" award the bigger problem was the player hadn't actually broken any specific Term. When pressed the casino's response was:
"Just below". In other words the limits in question were not actually broken. The player sent us the details and we tried to contact the casino. After a few bounced emails -- "this mailbox has exceeded its quota" -- their reply was:
Strange response to a formal complaint but whatever, I thought "let's give them some time to deal with it."
Two weeks later the player reported that they'd heard nothing from the casino and nothing had been done to restore the confiscated winnings.
I asked the casino people again to explain their actions, "what Terms were broken?" No response.
I reminded them that they said they would "handle it later" but nothing had been done. No response.
I told them that I needed a response or I'd have to red-flag this case as being unresolved because of casino non-cooperation. No response. And so ...
Warning: Casino Plex is confiscating player winnings without justification. Terms are hopelessly generic and allow the casino to do pretty much whatever they want for whatever reason they decide is good enough for them. Support is highly prone to say whatever BS they think they can get away with. In other words players are strongly advised to avoid Casino Plex.
4.3. We will have the right to withhold or otherwise decline or reverse any pay-out or Winning amount or amend any policy in the event that we suspect you are abusing or attempting to abuse any of the following: (i) bonuses; (ii) other promotions; or (iii) specific policy or rules determined in respect of an existing game or a new game. It is clarified that we may determine that such an abuse has taken place also if your activity in our Online Casino, by itself, is not abusive, but your activities in other online casinos in addition to our online Casino, taken as a whole, constitute such abuse of our bonuses, promotions, policies or rules.
Aside from being a prime candidate for the "World's Most Generic Terms" award the bigger problem was the player hadn't actually broken any specific Term. When pressed the casino's response was:
We believe that you have on purpose tried to keep your play just below the [max bet] wagering limits in order to avoid our bonus fraud systems ...
"Just below". In other words the limits in question were not actually broken. The player sent us the details and we tried to contact the casino. After a few bounced emails -- "this mailbox has exceeded its quota" -- their reply was:
Will handle it later. You can close the ticket.
Strange response to a formal complaint but whatever, I thought "let's give them some time to deal with it."
Two weeks later the player reported that they'd heard nothing from the casino and nothing had been done to restore the confiscated winnings.
I asked the casino people again to explain their actions, "what Terms were broken?" No response.
I reminded them that they said they would "handle it later" but nothing had been done. No response.
I told them that I needed a response or I'd have to red-flag this case as being unresolved because of casino non-cooperation. No response. And so ...
Warning: Casino Plex is confiscating player winnings without justification. Terms are hopelessly generic and allow the casino to do pretty much whatever they want for whatever reason they decide is good enough for them. Support is highly prone to say whatever BS they think they can get away with. In other words players are strongly advised to avoid Casino Plex.