Casino changes T&C retroactively, how to store proof?

derhookahey

Newbie member
PABnononaccred2
Joined
Dec 31, 2016
Location
Germany
Hi all,

in short: long-time lurker, now first post because of huge issue and I don't know what to do.

A casino (I might better not post the name yet, but of course am willing to tell it by PM to admins) changed their T&C today and deleted my balance (high 4 figure). Bonuses have been valid 21 days per their terms, now they changed it to 4. I know it because I had to travel, so I checked.

Today change made, google cache is from 27th (just after I accepted the bonus), and google cache still has the 21 days.
I found wayback machine but it's not possible to store a google cache due to robots text.

Does anyone have an idea what I could do? Casino is, unfortunately, licensed in Curacao, but they have a pretty spotless reputation, they are not big though, so I'm pretty sure that my win "triggered" their T&C change.

I'm glad about any crazy or not crazy idea.

derhookahey
 

incrediblestuff

SearchingForTheHolyGrail!
webmeister
CAG
Joined
Mar 22, 2010
Location
Mostly the Netherlands
Hi all,

in short: long-time lurker, now first post because of huge issue and I don't know what to do.

A casino (I might better not post the name yet, but of course am willing to tell it by PM to admins) changed their T&C today and deleted my balance (high 4 figure). Bonuses have been valid 21 days per their terms, now they changed it to 4. I know it because I had to travel, so I checked.

Today change made, google cache is from 27th (just after I accepted the bonus), and google cache still has the 21 days.
I found wayback machine but it's not possible to store a google cache due to robots text.

Does anyone have an idea what I could do? Casino is, unfortunately, licensed in Curacao, but they have a pretty spotless reputation, they are not big though, so I'm pretty sure that my win "triggered" their T&C change.

I'm glad about any crazy or not crazy idea.

derhookahey

Do you mean you can't use the wayback to see the terms before update on said date? Or can you see it, but dont't know how to save it?

I think you only need to make a screenshot of the page with the terms before they were updated, with a timestamp placed in it, which can be achieved several ways: you can open the atomic clock page and fit it so it doesn't interfere with the view of said terms, or you can make a video instead, which often have a timestamp by default..

No chance the Casibno is accredited, or has a rep here? If no, there may be a few other sites that do have a rep for that Casino..sometimes it can help. Also, if they aren't accredited here, but do have a rep, they may be able to still work things out for you.

Sounds like a nasty joke though:) Hope it's some kind of faux pas, or else it would be quite amazing they would stoop so low!
Hope you can work things out.
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
Hi all,

in short: long-time lurker, now first post because of huge issue and I don't know what to do.

A casino (I might better not post the name yet, but of course am willing to tell it by PM to admins) changed their T&C today and deleted my balance (high 4 figure). Bonuses have been valid 21 days per their terms, now they changed it to 4. I know it because I had to travel, so I checked.

Today change made, google cache is from 27th (just after I accepted the bonus), and google cache still has the 21 days.
I found wayback machine but it's not possible to store a google cache due to robots text.

Does anyone have an idea what I could do? Casino is, unfortunately, licensed in Curacao, but they have a pretty spotless reputation, they are not big though, so I'm pretty sure that my win "triggered" their T&C change.

I'm glad about any crazy or not crazy idea.

derhookahey

License from Cup-o-cocoa is worth less than the stream off of someone's piss. This is where new start-up casinos get their 'licenses' because they aren't too fussy who they hand them too. Some may be genuine casinos but many are rogues or under-funded so will happily change terms retrospectively to rip a player off for a relatively small amount, which at that stage is worth more to them than their reputation. Don't be afraid of naming the casino, and we can advise you on what your chances are of getting paid. It wouldn't surprise me at all if they enacted the term change especially for you. I mean we've even had a casino do this brazenly and retrospectively in front of the CM forum (Mr Ringo) after a player came on here complaining, and they have a rep here!

You don't have to name the site if you think that's best and you can still PAB (the CM arbitration service) privately to Max without telling us the name if you prefer, but the disadvantage of that is that you may be unaware if the casino responds to arbitration until you've contacted Max so filling in a PAB may be a waste of time for you. I'd suggest tell us the name OR if not PM Max to see if the casino is on the NCD (no-can-do) list BEFORE filing a PAB.
 

derhookahey

Newbie member
PABnononaccred2
Joined
Dec 31, 2016
Location
Germany
Hi,

happy new year to all, and thanks a lot, at least now I made a video, great idea, and that's at least something.
Well, my issue is that it's not possible to use waybackmachine with google cache, so it's not possible to add a timestamp to google cache (but well, it already has a timestamp by default).

Vacation here currently, so I'm single father with three small kids and will have to get up quite early tomorrow, so I didn't have the possibility to check if they have a rep here or something else. Accredited, no way. I will sleep now and with a fresh mind tomorrow morning I think I'm gonna know better what to do ;)
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
@ derhookahey : PAB received. Please ensure that you have you read and understood the PAB FAQ (see
You do not have permission to view link Log in or register now.
) The FAQ tells you the scope of our service, what you can expect from us and -- also very important -- what we expect from you. If you don't understand and/or cooperate with the PAB process then your PAB will very likely fail. So please ensure you have read the FAQ. Thank you for your cooperation.
 

danchop

Newbie member
Joined
Sep 20, 2016
Location
new zealand
funny i had a south african casino do the exact same thing to me when i queried a max cashout rule in thier t&c.One minute im arguing with my vip rep and the next morning WHAM the whole area on thier websites been changed to suit thier version of my complaint.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
@ derhookahey : I'm waiting to hear back from you regarding the email I sent on Tuesday the 3rd concerning the casino's latest response. Please get back to me on that (via email) ASAP.
 
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maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Dear Max,

now I'm waiting for a reply from you from my email from February 22...

You know full well that the way to reach me quickly is to email me, as you've done several times before. Most of my time is spent working on PAB cases, not reading the forums. I just discovered this recent post of yours by accident.
 

Metallica87

Dormant account
Joined
Mar 13, 2017
Location
munich
I had the same happen to me before. They would make you go through KYC and when thats completed they change the terms to something that they can use to void your winnings.

I been trying to understand why they would always go through KYC first, cant really come up with an explanation though.

Anyways, unfortunatly its too late now, but next time i would recommend to take a video of their terms and conditions when u win sth big/meaningful. basically record your screen, scroll through their TC's and then google sth like "todays date", to show which date the video has been taken. Optionally you can use waybackmachine i guess but they might deny that evidence since it profits them.

I've seen more complaints lately about this type of stuff, pretty scary. Good luck with your case anyways.
 

derhookahey

Newbie member
PABnononaccred2
Joined
Dec 31, 2016
Location
Germany
Still no reply

Hi,


So, I have been waiting for response from Max for a very long time. Not sure what is going on here. It has already been almost three months and I got no update on my issue. I am wondering what is the reason...
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
Private message or email Maxd.

I do know he suffered an accident which has left him at less than full capacity dealing with backlog, so please do try to be patient. This is probably your best course to pursue.

Since the casino is licenced in Curacao, you have few other options.
 
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