Casino Complaint Casino Juegaocho(netent), refuses to pay my winnings . Now claims that they have . .

[maosk21]

So, i decided to play on www.juegaoccho.com, a spannsih Casino.
(Thought they seemed legit cause of the Netent software)

I put in some money, around 300-400 Euro total.

I decided to play Jack and the beanstalk, and i managed to hit a big win.

This is what happened

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Ended up at 3400 euro or something, and requested a withdrawal of 3200 E euro.


Everything seemed fine, sent in documents and some info about my Moneybookers id etc.

I sent the details they requested and got this response:

Hi, Martin

Thanks for the information, we will review the data in order to continue with the withdrawal process.

Best regards

Juega Ocho Support

De: Martin Oskarsson [mailto:maosk21@gmail.com]
Enviado el: sábado, 02 de marzo de 2013 07:14 a.m.
Para: soporte@juegaocho.pe
Asunto: My withdrawal, maosk21 (moneybookers information)

After i received this message everything seemed to be fine. Until around a day later when i got this message:

Dear martin !

You have got a message from support, please see below:

We have detected an error in our system, so we need to temporarily disable your Juega Ocho account to be reviewed.

We are Sorry for the inconvenience that this has created for you.

We hope to have this issue resolved soon and we will be back in touch with further information
Thanks for understanding.
Support Team


You can reply to this message at Juega Ocho or by clicking here

Best regards



After this i have spoken to the live support, and this is what they say:

Chio
Hello martin oskarsson. How may I help you?

martin oskarsson
hey. could you please explain whats going on with my withdrawal?

Chio
hi

like i told you before

we are checking

martin oskarsson
what are you checking?

Chio
tht problem that we have

the error in the systemt that we found

martin oskarsson
what error?

what did the error make"

Chio
in the emailtht we sent to you

explain that

martin oskarsson
well it dindt explain much

it didnt explain anything

this was the only thing it said

"We have detected an error in our system"

Chio
yes

martin oskarsson
i know you're trying to scam me, it so easy to see. Its the typical behavior

Chio
That's not our intention, the problem we have recently detected

martin oskarsson
And in wich way will this affect me?


No answer after this . . .

A thing to note is that i didn't play with bonus money, it was my own that i had deposited.

The funny thing is that, ofc they claim that they have a tech-issue, just when i'm waiting for my withdrawal.

Obvious scam behavior .


So please DON'T ever ever, play at their site. You won't get your winnings.

(I know i shuldn't have deposited to a unknown Casino, and yes i regret it. Please no comments about this)



I have a feeling i know how this will end, they will claim that the error they had made me win that much, no doubt.

My intention of this thread, is to make so many as possible to stay away from them!

The money they wont pay me is almost equal to my salary. So its not that i really need them . I just want them blacklisted!

. . .I will keep this thread updated . . . . . .

 

[Nifty29]

1. Don't tell members what they can or cannot comment upon.

2. Why start another thread when you already posted in another one about the same problem?

3. You shouldn't have played at an unknown site.


Should you wish to take things further:

https://www.casinomeister.com/player-arbitration-pab/

Please READ CAREFULLY before you submit. Oh, and did I mention to READ CAREFULLY?

I will say that going off your head when communicating with the casino is going to further jeopardize your payment. Sometimes even rogues will pay if you play it cool and go via the correct channels etc. Calling them scammers etc (even if they are) pretty much ensures they won't pay.

 

[dionysus]

1. Don't tell members what they can or cannot comment upon.

2. Why start another thread when you already posted in another one about the same problem?

3. You shouldn't have played at an unknown site.


Should you wish to take things further:

https://www.casinomeister.com/player-arbitration-pab/

Please READ CAREFULLY before you submit. Oh, and did I mention to READ CAREFULLY?

I will say that going off your head when communicating with the casino is going to further jeopardize your payment. Sometimes even rogues will pay if you play it cool and go via the correct channels etc. Calling them scammers etc (even if they are) pretty much ensures they won't pay.

I think his 'no answer after this' refers to no response from CS after his last Q, not that members arent to respond

 

[Nifty29]

[(I know i shuldn't have deposited to a unknown Casino, and yes i regret it. Please no comments about this)ot that members arent to respond[/QUOTE]

Fair call, but this was the bit I was referring to:

(I know i shuldn't have deposited to a unknown Casino, and yes i regret it. Please no comments about this)

 

[dionysus]

[(I know i shuldn't have deposited to a unknown Casino, and yes i regret it. Please no comments about this)ot that members arent to respond

Fair call, but this was the bit I was referring to:[/QUOTE]

my bad

 

[maosk21]

Why cant i say that? its pretty obvious that i shuldn't deposit in unknown machines. And i knew every ppl in this thread would comment on that .


you're probably right, shuldnt have said that. Tough i was so angry ..

(And i shuldn't have called them scammers, it was my angry moment that made me go berzerk.)

I'm sorry about making a new thread, tough this wasn't bonusrelated and i thought it deserved a own thread.
(shuld rather have made a new thread than written in the other)

Sorry for that.


Well well, we'll se where this goes.

 

[bigjohn]

Why cant i say that? its pretty obvious that i shuldn't deposit in unknown machines. And i knew every ppl in this thread would comment on that .


you're probably right, shuldnt have said that. Tough i was so angry ..

(And i shuldn't have called them scammers, it was my angry moment that made me go berzerk.)

I'm sorry about making a new thread, tough this wasn't bonusrelated and i thought it deserved a own thread.
(shuld rather have made a new thread than written in the other)

Sorry for that.


Well well, we'll se where this goes.

Well, what you should do is make a formal complaint here before you go off the rails. There are people here that can look into things like this but most of the ones that start off with hootin' and hollarin' in bold face usually don't go very well.

If they don't pay make a formal complaint, but you should do it in a business like fashion. If you decide to go this route you should read and understand the rules for using the complaint system. That will make 'The PAB guy' very happy.

 

[maosk21]

An excuse. (to you forum members, and to Juegaocho(if you read this) (as the period since i requested the withdrawal is short, its not right to call you scammers).


First i would like to say, now when i look at this thread. I wish i had thought things trough before making this thread. And if i had created this thread today, it would definitely be different.

I know this looks bad, and gives me a bad impression(im normaly a happy and funny person =) ).

Now to the update:

I've spoken to live-support today, and asked again why they closed my account? and when it will get unlocked.

Support said, " Its in process ".

(i don't really know what's in processes, and what they're doing, but i responded nicely and said that i would wait)

So i'm now waiting for an email with explanations, according to my account closure, and withdrawal.

According to their T&C,(quote from their site) :

"Complaints regarding Juega Ocho should be made within thirty (30) days from the time of the occurrence or circumstance which caused the complaint. The Operator will never be responsible for complaints made after thirty (30) days.

So i have 30 days to make a complain. .

i'll give it 1 more weak before submitting a PAB. .


I'll keep this updated:

 

[onkel]

Have played here as well, and I know what the error they have detected is: When a player (or at least for me) played a game after making a deposit, and then left that game, they received an extra amount equal to their recent deposit. This wasn't credited as a bonus or anything, just additional funds.

I pointed out this problem to Juegaocho's support, but they didn't seem to care.

FWIW I'm also waiting on a withdrawal OP. 6 days and counting.

 

[chuchu59]

An excuse. (to you forum members, and to Juegaocho(if you read this) (as the period since i requested the withdrawal is short, its not right to call you scammers).


First i would like to say, now when i look at this thread. I wish i had thought things trough before making this thread. And if i had created this thread today, it would definitely be different.

I know this looks bad, and gives me a bad impression(im normaly a happy and funny person =) ).

Now to the update:

I've spoken to live-support today, and asked again why they closed my account? and when it will get unlocked.

Support said, " Its in process ".

(i don't really know what's in processes, and what they're doing, but i responded nicely and said that i would wait)

So i'm now waiting for an email with explanations, according to my account closure, and withdrawal.

According to their T&C,(quote from their site) :

"Complaints regarding Juega Ocho should be made within thirty (30) days from the time of the occurrence or circumstance which caused the complaint. The Operator will never be responsible for complaints made after thirty (30) days.

So i have 30 days to make a complain. .

i'll give it 1 more weak before submitting a PAB. .


I'll keep this updated:

Yes, you should exercise patience especially since its a Sunday and most people arent at work. As for the 30-day complaint rule I think its bullshit as you may have discovered something irregular after a month so you are justified to lodge a complaint after that period.

 

[vinylweatherman]

Have played here as well, and I know what the error they have detected is: When a player (or at least for me) played a game after making a deposit, and then left that game, they received an extra amount equal to their recent deposit. This wasn't credited as a bonus or anything, just additional funds.

I pointed out this problem to Juegaocho's support, but they didn't seem to care.

FWIW I'm also waiting on a withdrawal OP. 6 days and counting.

That is shockingly careless of them. This is surely a MAJOR bug, about as serious as it gets. If they have allowed this to go on unchecked they will now have a huge mess to untangle, and will have to go through the transaction records of all players to put things right. At best, a PR disaster for them, at worst, it could finish them off.

I think EVERYONE plays a game after making a deposit, and then leaves that game.

 

[maosk21]

Ah. i didnt notice this bug myself, as i deposited and went straight on to Jack and the beanstalk where i made my big win.

Will be very interesting to se how this will end!

 

[Bozzon]

I did lost my first deposit, I did play alot of slot games and no amount was added what so ever ( if that was the case I would have a huge balance as I did play alot of diff games )

I did won my second deposit, hardly any profit when I decided to cashout

 

[onkel]

That is shockingly careless of them. This is surely a MAJOR bug, about as serious as it gets. If they have allowed this to go on unchecked they will now have a huge mess to untangle, and will have to go through the transaction records of all players to put things right. At best, a PR disaster for them, at worst, it could finish them off.

I think EVERYONE plays a game after making a deposit, and then leaves that game.

Well since they don't seem to be processing cashouts in a hurry I'm guessing it wont have a big monetary effect (except for the PR of course)

However, since we have other players in this thread that didn't experience this bug, maybe the problem is contained just to a few accounts.

 

[maosk21]

Ok, so have talked to livesupport today, they said that they would have an answer tomorrow.




Lets se where this goes

 

[maosk21]

Update, 13-03-05


Talked to support today, still have nothing new.

But they're at least saying that this will be fixed.


Would be incredibly boring if my biggest win EVER gets lost, due to a bug., that i didn't even noticed..

 

[maosk21]

OK!

Just recieved this email:

Sorry for the delay in answering this email. Now your account is active.
We have reviewed your account and loaded 951EUR by an error in our system.
Therefore, this amount has been adjusted on your balance and your withdrawal request has been declined.
If you want to cash out your current balance, you can send the request via your Juegaocho account .
We hope your understanding.
Support Team
Juega Ocho

So my new cashout request is now 2200Euro.

Little less, but still something


I hope ill get them soon. And i will mark this thread as solved!

 

[maosk21]

So i talked to support today, and they said that they will pay me today!

Hope, hope everything goes smoothly now!

 

[LuchaLibre34]

I am new to casinomeister and havent posted but I saw this and thought I would give you my update. I have played on juegaocho.com for a few weeks now. I also had an issue with withdrawing my money after a hot streak on the slots. It took longer than I would have liked but I got paid in full today. The staff was very helpful and apologetic throughout the entire process, and stressed that the company is continuing to work on efficient and effective payment solutions. They also said that since they are pretty new, they are really focused on getting everyone paid in the hope that they come back. I will probably give them another chance.

 

[maosk21]

Update!

Juste recieved my payment! 2100Euro to my Skrill!


I take back everything bad i said about this casino!

Livesupport is really nice, even tough they speak bad english.


So i would mark this thread as "Solved" .


Thanks JuegaOcho!

 

[aceking123]

Update!

Juste recieved my payment! 2100Euro to my Skrill!


I take back everything bad i said about this casino!

Livesupport is really nice, even tough they speak bad english.


So i would mark this thread as "Solved" .


Thanks JuegaOcho!

its good you got paid & thx for the update but......... what happened to the other 1100 euros you won ? ? ? ?

 

[vinylweatherman]

its good you got paid & thx for the update but......... what happened to the other 1100 euros you won ? ? ? ?

Exactly. How can we be assured that this is a genuine error, and not just a load of horseshit being used to skim a bit from those who win too much.

By their own admission, they have a pretty insecure system if it can randomly load arbitrary amounts into a players' balance. What if the error can also REDUCE a players' balance in error. I bet the casino would not be voluntering this information if players requested the lesser amount without question.

For the moment, we have a casino using Netent software that can randomly load arbitrary amounts into players' balances. This is not just an indictment of the casino, it is one of the software too! Can we trust Netent software elsewhere?

 

[bigjohn]

Update!

Juste recieved my payment! 2100Euro to my Skrill!


I take back everything bad i said about this casino!

Livesupport is really nice, even tough they speak bad english.


So i would mark this thread as "Solved" .


Thanks JuegaOcho!

While I do agree that it's nice you got paid this casino still leaves a lot to be desired. Did you get paid before or after you made the above statements?

 

[Sovietsky]

Update!

Juste recieved my payment! 2100Euro to my Skrill!


I take back everything bad i said about this casino!

Livesupport is really nice, even tough they speak bad english.


So i would mark this thread as "Solved" .


Thanks JuegaOcho!

First you say don't play there and now you praise them... Also you won 3200€ but you got 2100€ what happend to the rest?

Ligger det en hund begraven här eller?

 

[maosk21]

Dont praise them, but im happy that i eventually got my money. When i think about it , i think i had 600euro or something on my account wich i dont know where they came from(tought it was bonus money). Also i played theese up.

I do belive they had a tech=issue. Cause other ppl had said so to.

Well anyw. Im happy.