Resolved Casino Extreme refusing to pay, anyone know of a rep?

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cappync

King of the Crappy Bonus Round
PABnonaccred
Joined
Sep 21, 2009
Location
Durham, NC
I have an odd situation going on with Casino Extreme and I am looking for some help.

I used a bonus code which had a $10 max bet rule. I won, without violating the rule. I put a withdraw request into the cashier, spoke to Live Chat, was told everything was in order. Assuming my withdrawal was being processed, I went back to playing... this time, increasing my bet size. I was shocked to then get an email saying my previous withdrawal was under review for violating rule:

7.1.23. Terms of the promotions are in effect until a withdrawal is made from the promotion

They said that because they had not yet fully processed the request (even though I assumed they did), I violated the terms.

What is usually an honest casino is totally surprising me here. I had already made playthrough requirements, made the withdrawal and spoke to support. What more can a Player do?
 

sapit222

Ueber Meister
PABaccred
MM
Joined
Nov 7, 2012
Location
Sweden
@Casino Extreme

Havnt been online for a few months though.

You cant play with a bonus, withdraw and then continue to play with the rest.
You have to withdraw it all and redeposit, otherwise the bonus might still be there..
 

cappync

King of the Crappy Bonus Round
PABnonaccred
Joined
Sep 21, 2009
Location
Durham, NC
I have an update... They contacted me and said they would honor my original withdrawal request ($4000) BUT they were only doing that in appreciation of my loyalty and would be removing my remaining balance ($2501).

I would really appreciate some advice here... do I have a legit gripe?
 

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
Joined
Aug 25, 2004
Location
Bexhill on sea, England
I have an update... They contacted me and said they would honor my original withdrawal request ($4000) BUT they were only doing that in appreciation of my loyalty and would be removing my remaining balance ($2501).

I would really appreciate some advice here... do I have a legit gripe?
This is a very strange case - I don't recall reading about this happening at any casino before.
I have alerted my contact to this thread to see what he has to say (probably the same person as the CM rep).

KK
 

me_and_ed

Paleo Meister (means really, really old)
CAG
MM
Joined
Jun 2, 2006
Location
Vancouver
I have an update... They contacted me and said they would honor my original withdrawal request ($4000) BUT they were only doing that in appreciation of my loyalty and would be removing my remaining balance ($2501).

I would really appreciate some advice here... do I have a legit gripe?
That actually doesnt sound like a bad deal for you considering there probably was a breach in terms, albeit an unintentional one.
 

cappync

King of the Crappy Bonus Round
PABnonaccred
Joined
Sep 21, 2009
Location
Durham, NC
That actually doesnt sound like a bad deal for you considering there probably was a breach in terms, albeit an unintentional one.
But was there was a breach in terms? I completed the playthrough requirements and initiated a withdrawal. To me, that fulfilled my obligation per their T&C's.

7.1.23. Terms of the promotions are in effect until a withdrawal is made from the promotion

Their argument is that the withdraw must be "finalized".
 
Last edited:

Casino Extreme

Official Rep for Casino Extreme
Joined
Feb 25, 2015
Location
Serbia
Hello Cappync,

Hope you are well, sir.

I hope you do not mind me pasting a couple of paragraphs from our email transcript here. I am hoping it will help clarify the situation.

"Please note that a Withdrawal may only be considered Made after it has been successfully processed. Other withdrawal statuses are: Rejected, Requested, or Pending. Your withdrawal was in the Requested stage at the time when the violations took place. The main issue was that the cryptoaddress verification was not yet done. Only after the cryptoaddress is verified can the withdrawal be moved to the Pending status, where the actual review is taking place. After the withdrawal is reviewed, it is either Rejected or Processed, depending on whether the rules of the Fund Action were honored."

"During the review phase, the entire gameplay up to the point of the review is taken into account, whether it was played before the actual Request, or after it. Unfortunately, in your case, the gameplay following the Withdrawal Request was not honoring the rules of the Fund Action, which is why we were forced to submit your case to Upper Management."

Furthermore, as I've explained:
"Upper Management has reviewed your case, and due to your long history with our Brand, decided to make an exceptional payout of $4,000.00. Any and all remaining balance will have to be removed."

I hope these excerpts from our transcript shed some light on our terms and decision making process. I hope you understand that we've done our best to meet you halfway. We honestly believe we were fair in this case, and we hope that you will agree.

Please let me know if any further clarification is needed. I would be very happy to oblige.

Kind regards,
Mikey
Casino Extreme
 

Nate

Paleo Meister (means really, really old)
webmeister
CAG
Joined
Feb 14, 2007
Location
Cyberspace
I know Extreme has a maximum cashout rule in place on most, if not all of their deposot bonuses

What did you deposit and was there a maximum cashout amount?

What balance did you leave behind to play with and did you win?

Nate
 

cappync

King of the Crappy Bonus Round
PABnonaccred
Joined
Sep 21, 2009
Location
Durham, NC
I know Extreme has a maximum cashout rule in place on most, if not all of their deposot bonuses

What did you deposit and was there a maximum cashout amount?

What balance did you leave behind to play with and did you win?

Nate
Nate,

There was no max cashout attached to the bonus. I left $2501 behind to cash out next week and that is what they took.
 

cappync

King of the Crappy Bonus Round
PABnonaccred
Joined
Sep 21, 2009
Location
Durham, NC
@Casino Extreme

My discrepancy with your post is this... I made it though the playthrough and requested a withdrawal before going over the max bet rule, correct? I don't think that is in question, is it? The issue here is that you have partially taken my winnings because the withdrawal was not actually processed. Quite the technicality in my opinion.
 

cappync

King of the Crappy Bonus Round
PABnonaccred
Joined
Sep 21, 2009
Location
Durham, NC
Also, if you are going to post emails, be transparent and post the chat that occurred moments after I requested the withdrawal. The one where your reps confirm that I had NOT violated the T&C and that everything was in order.
 

Casino Extreme

Official Rep for Casino Extreme
Joined
Feb 25, 2015
Location
Serbia
Hello again Cappync,

Please understand that all of the terms regarding Online Gaming are technical in nature, as is the business we are in. Being technical in nature doesn't make them irrelevant. The rules on this case are clear, as clear as it is that they were violated.

I understand that having money removed from your account can never cause satisfaction, and I am not asking for it. But I hope you will eventually understand that we have done our best to meet you halfway.

Furthermore, the chat session where our CS Agent informed you that no violations of T&C took place was initiated and finalized before any overbetting was made.

Unless you are referring to another chat session which I am not aware of, I do not appreciate the insinuation of us not being transparent, when we have always done our best to be transparent.

Kind regards,
Mikey
Casino Extreme
 

cappync

King of the Crappy Bonus Round
PABnonaccred
Joined
Sep 21, 2009
Location
Durham, NC
" The rules on this case are clear, as clear as it is that they were violated."

But it is not clear that they were violated. I say the withdraw happened when I clicked "withdraw" in the casino cashier... and contacted Live chat... and sent and email with my crypto address.

You say it doesn't count until the transaction is finalized.

The rule certainly is not clear.
 

dealer wins

Senior Member
Joined
Oct 25, 2006
Location
London the sh$thole
Well if it were me I would take your business elsewhere.

You are obviously in the "VIP" category, so you should quickly find another casino that will look after you just as well as this one.
 

CasinoNinja

Senior Member
MM
Joined
Apr 27, 2017
Location
UK
How can a bonus be tied to anything After wagering?? Especially if it's a deposit bonus where he has used real funds.

Makes no sense and seems very scummy imo.
 

Kroffe

เ๓ ค Ŧคภςץ ๒єคг
MM
Joined
Mar 2, 2019
Location
sweden
How can a bonus be tied to anything After wagering?? Especially if it's a deposit bonus where he has used real funds.

Makes no sense and seems very scummy imo.
Yeah, that term exists as a trap of sorts im guessing.
He gained zero advantage by doing what he did, and he even took steps to avoid accidentally breaking any term by contacting chat and making sure things were in order.

Scummy might be an understatement for this.
 

cappync

King of the Crappy Bonus Round
PABnonaccred
Joined
Sep 21, 2009
Location
Durham, NC
Yep. They are basically saying that even after the play through requirements are met, the restrictions are still in effect. Makes no sense.

Worst part is that I deposited $200 with a 200% match so the "play through" was somewhere around 20K. That was not easy to clear!
 

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