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

[cappync]

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?

More info on this casino can be found here.

 

[sapit222]

@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]

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]

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]

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]

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".

 

[Casino Extreme]

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

 

[Kroffe]

Kind of reads like "Due to you being a loyal customer, we decided to not screw you over on a technicality as much as we could have, be grateful"

Thumbs down.

 

[Nate]

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]

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]

@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]

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.

 

[dealer wins]

Oh come on casino just pay the man.

He's a long standing client as you have said, and saying he breached the t&cs is taking the pizz!

 

[Casino Extreme]

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]

" 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]

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.

 

[Kroffe]

Rules clear as day.
A day in Beijing that is.

 

[CasinoNinja]

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]

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]

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!

 

[bowlingbob]

cappync: You got screwed out of 2500 bucks. Well done Mikey. You always seemed like a honest man. Guess not.

 

[Nate]

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

So the player cleared wagering, stuck to the rules and made a withdrawal. Leaving this open to when YOU process or verify it leaves this open to abuse.

Abuse from your end - meaning you can apply that vague term to your liking.

Do your terms explicitly state they cannot continue playing? I mean the rules no longer apply as wagering was completed. Do your terms state that the withdrawal must be processed?

As the OP said, he fulfilled his part. I read the rule as merely hitting the withdrawal button. Please point me to the part about it being processed in your terms.

Nate

 

[rena35]

Some casinos in the USA can make rules as they go. We have limited to no recourse. I have never used the PAB service but it is great we have something. Until regulations most (not all players) will continue to play and hope if a win is achieved the with draw process will go smooth. That is not always the case. This makes me very sad for the OP. I hope a different out come for him. As for me i sometimes play RTG mostly on a free chip these days. I stick to one casino and bite the bullet. There are only 2 choices IMO , quit or keep playing knowing what could happen. I really wish you luck and WTG on your win.

 

[cappync]

I appreciate all your input. I gathered all of your well thought out points and sent one final email to @Casino Extreme management hoping they will reconsider. I also opened a PAB ticket to see if maxd and crew can help me out.

As a final thought, I have never had any issues with this group at all. I like playing there and they are the fastest paying group I have access to. I only play a few places and I like to build trust relationships. Hopefully, this arbitrary and capricious term is less nefarious than it seems and this will provide them an opportunity to clarify it for future players.

 

[Bloatgoat]

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?

Just take the 4 grand. I saw players completely being booted off the platform including their winnings confiscated.

 

[Casino Extreme]

Hello Cappync ,

Please do not take the 4k and forget about $2501..

I have to apologize as I was misinformed because you had a balance of $7700 and not $3700 ($4000 ) that is why I thought I was doing a favor, Instead, it looked I wanted to screw you.

I have added it back to your account, and thanks to @KasinoKing who has opened my eyes on this case . Thing is that I don't see the pending amount when checking globally so i had to search manually bet by bet when the violation started.

Once again I apologize and hope you understand it was not intentional in any way. I try to deal with every case fairly however sometimes it takes a lot more time and stress to get it right.

Feel free to PM me in case you need any assistance.

Kind regards
Mikey
Casino Management

 

[CasinoNinja]

Happy result

 

[rena35]

Very fair and happy for your win. I hope you enjoy it.

 

[cappync]

Thank you Mikey @Casino Extreme for doing the right thing. I appreciate it.
Also, thanks to @KasinoKing for helping.

Happy result.

 

[irish-ranger]

Some casinos in the USA can make rules as they go. We have limited to no recourse. I have never used the PAB service but it is great we have something. Until regulations most (not all players) will continue to play and hope if a win is achieved the with draw process will go smooth. That is not always the case. This makes me very sad for the OP. I hope a different out come for him. As for me i sometimes play RTG mostly on a free chip these days. I stick to one casino and bite the bullet. There are only 2 choices IMO , quit or keep playing knowing what could happen. I really wish you luck and WTG on your win.

People here constantly moan and criticise the UKGC if it wasn’t for the measures they have put in place we’d still be putting up with the crap the OP has been put thru.

 

[Nate]

@Casino Extreme - good on you for doing the right thing.

I would suggest you clarify your terms in order to avoid this being seen as a trap in future.

Nate

 

[KasinoKing]

Very glad to see we got the right result in the end
I was fairly sure it must have been some sort of misunderstanding, because I have been playing at Extreme since 2011 & promoting them since 2014 and they have always been top class in every respect.
Thanks Mikey!

KK

 

[Reckless Bets]

Glad to see this had a good ending but I'm confused what caused this in the first place. When you clear wagering requirements from a bonus and the funds are 100% yours to withdraw, why in the world would any of those rules associated with the bonus still exist?

 

[Casino Extreme]

Thank you Mikey @Casino Extreme for doing the right thing. I appreciate it.
Also, thanks to @KasinoKing for helping.

Happy result.

You are welcome Sir

 

[Casino Extreme]

Dear CM Members,

Instead of replying to one be one, I would like to express my opinion on how it should be done and why we implement the rule up until the balance is zeroed.

Simply use the bonus win withdraw and take all your money, that why we said up until withdrawal is made, that said that is not clear enough. We will review the terms and make them clearer again.

If you wish to play further because you believe that clearing out the wagering is enough , please PM me our contact pit boss because you start overheating or play restricted games.

I wish i can explain better , the markets are different, and offering high bonuses brings more terms in place.



Kind regards
Mikey
Casino Management