Explanation
Hi all & Dalia,
I'll keep this brief as I explained this in segments quite a few times over now. Apologies that it took a while however the working day was full and i haven't a chance to appropriately answer every query and post correctly. I hope this will settle things.
The case -
The OP made a small deposit and proceeded to wager $1.50-$3 hands. We run a proprietary software which caters to most elements of play including bonus awards and monitoring. The software following bets higher than 10% of deposit and starts monitoring game-play. The reports are consistently fed as notifications to the relevant team members for decision making in varying colours and comments. The process is automated.
Unlike OP's post, the OP did not start with 30c and escalate, the OP started relatively big for her deposit 1.50-3 (and a few 90c bets) and proceeded to play until depleting her funds and while bonus was in play hitting a sizeable win with approximately 83% of wagering requirement remaining. The moment this was achieved, the OP proceeded to decrease her bets to 30c putting the game on auto-spin for the remainder of her volume. System watches these elements in an automated fashion and reports accordingly. I wont go into a debate whether there is such a thing as AP and whether the Casino has the right to condition bets and whether that should be controlled by game providers etc etc as it was discussed so many times previously and reality is some things cannot be technologically achieved. One fact remains, when there is bonus in play Terms and Conditions are to be respected. Our job is to make them clear and unambiguous.
The term specifically states:
hen proceeds to drastically decrease their bet value (less than half) without having reasonably decreased their bankroll will be deemed to employing unnatural and advantageous betting patterns.
Less than 50%. The OP has decreased their bet to 20% of the bet size previously and set the remainder of the WR volume (more than 80% of it) on auto-spin grind. The term is clear as day and the OP's betting pattern was in direct breach of terms. There are no if's or but's about it. By right, her bonus balance can be reversed due to a breach.
This is where human error comes into it. The person reviewing her account, saw an account flagged as red. It was red as her initial bets were greater than 10% and majority of her WR was grinded on autospin minimum bet. However this is why the machine doesn't make decisions but only notifications, because mathematics isn't everything. A more experienced manager would have seen that she is betting too small a bet to be deemed an AP and that such a big win already happens once in a blue moon, so to take that away is just plain wrong.
Which brings me to the first part of the term, which makes this case our fault due to it's ambiguity:
User who wagers high value hands with the sole purpose of rapidly increasing bonus bankroll, then proceeds to...
$1.50 is not a high value hand. $3 isn't either. It may be large in proportion to the size of her deposit, but in now way can that be considered a bet focused on "rapidly increasing bankroll". Due to relative inexperince and being 3 weeks into the job, this slipped the cracks for my employee.
The OP was informed her balance is to be revoked due to breach of terms. This was Saturday (or Sunday to be honest).
By Monday, (I or the CM review every reversal case on daily basis in a short afternoon meeting) I was informed of the case. However by this time, i was also informed that upon receiving such an email OP went on a rampage via chat and email threatening to never rest until we suffer. That same Monday, a message was sent to the Casino rep here, who was replied instantly, in verbatim:
Hi Dalia,
Account issues regarding fraud/security/KYC are reviewed by a different team and fall outside my scope, but I've forwarded your messages to the appropriate parties.
and
Security, , documents, etc, fall outside my remit, but thank you for informing me and keeping me apprised. While I have no direct influence over cases of this nature, I can insure they are elevated to the correct departments.
Player was informed that day that her case has gone to senior management for review, meaning it's reopened and decision is not final a this point (obviously).
Tuesday (i think around mid-day to be honest) I received all information regarding the case, her bet sizes, full game-play and all chats and emails. A decision was made that
1) The OP should not have had her balance revoked. Such a term needs to be applied in appropriate measures.
2) The staff member who made the call was educated and
3) We realised that the term itself leaves ambiguity so the fault cant fall fully on the staff.
By visiting the site, you will notice that the term has already been changed to reflect that bets are considered high-value when above €6, while previous term defines that anything over 20% of the bankroll will be monitored.
What was also noted on Tuesday is that her emails are atrocious. The threats, tone and persistent behaviour toward the staff while waiting for our review is not something I will allow on my casinos. I request a reply to be formulated for Dalia and set a deadline that by Wednesday (today - and on the second working day since her raising the issue) the system algorithms that control the monitoring are modified to set minimum bet to be monitored at €6 (6 units of near currency equivalent value actually 6 - $€£, 60 NOK/SEK, etc), that Term is changed and that an email is sent stating the following:
1) That she will be paid the bonus funds and additional compensation for our mistake.
2) That we have changed the system flags and educated the team that made the decision
3) That we changed the terms
4) That her account is closed to to abusive communication and that CM will be notified.
This was to go out today as things are resolved in respect of the various teams efforts. In the meantime, the OP felt the second day is far too long and proceeded to post on this thread, the winning screenshots thread, our special CM promotions thread and send us an email stating she has done so and there is more to come. I find it so ironic and sad personally, that we reached a point when even just resolutions cannot be made due to peoples need to publicly slander a business in this day and age. Irony is, fo the OP to be paid, we had to do the right thing IN-SPITE of T&C's which she breached. We had to recognise the fault in our T&C's and not hide behind them, but strive to fix them - to honour the morality of our arrangement which stretches beyond what is agreed in terms. Terms did not help the OP, our desire to do the right thing is what resolved this scenario.
And knowing that, I've been, again forced to read the comment and speculations and frankly, blatant attacks on the business that keeps striving to do the right thing in the end, even in the face of error.
I feel the community is not what it used to be, I feel the notion that "the world is justly mine, I own it dammit" has run thick.
So with that in mind, The resolution as of right now is that Dalia, enjoy your winnings. They are well deserved.
As for the rest, i'll send the PM's to the ones that have been dear to me over the last few years with aim to continue being in touch.
To the forum, I bid you all an honest farewell, and I leave you with one of my favourite clips of all time:
BETAT Rep and BETAT_CM (Casino Manager) will remain to cater to any issues or comments that may arise.
Best of luck and may many winning spins find their way to you.
Igor
And this is not ment to anyone particular. Lets just all keep calm instead of "JUMPING" the gun all the time. One of the reason I have become less active in here.
really sorry to see you go Igor, really enjoyd reading your comments around the forum.
