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

[chuchu59]

The casino had paid but the problem is not really solved. In fact, there are many questions still unanswered. While I understand the OP's delight in getting his/her money my advice to others would be not to trust this casino. Frankly, my own take is to listen to players who were paid after complaining and then praising them after many hassles with a grain of salt.

 

[Bozzon]

Hi there! Update ( sorry for bad english )

Since I have been trying to cashout ( 2013-02-25 ) today I did gave up since I get
My last e-mail yesterday with the same answer =

Hello,Thanks for contact us!
We made the review of your withdrawal request and you have a good turnover in your account, however it's necessary to play more to complete our terms and conditions to be able to withdrawal.
If you have any additional requests, feel free to contact us again
Good Luck!

What they did told that I did need to wager on my first deposit + bonus even tho I did lost that balance, I have send e-mails where it states in terms that wagering carrys over on old deposit thats been lost ( never get any answer on that ) so I could understand.. but I just get the same answer above

I did lost my first deposit + bonus then a couple hours later I did make a 15 euro deposit with 50 % bonus ( 7,5 ) so my total balance was 22.5 the bonus req was x 9 so = 202,5 in wager

I did wager over 700 euro on slots on my second deposit

The support answer e-mail ( every 3:e day or so ) same answer like the above ( they never answer my question, I have tried to get an manger to e-mail me with "no luck", tried to let someone to call me with "no luck" so I could understand

Just the same answer on e-mail everytime.

So today I did play my balance back, since it started to get me on ( psychology )

Seems weird but Iam kinda "happy" that I did lost and that I did do a test cashout ( so I did not lost to much, did lose 115 euro "deposits" + winnings, so Iam "happy that I did not win more or did lose more" beacuse then I dont/now have to think about it anymore/send e-mail etc

So I have moved on now, I know its my fault 100 % that I did trust a random casino site beacuse they did have Netent slots ( its my first problem with a casino and I have been playing over 8 years online )

I dont know if they are good or bad, but I cant play at a casino where it is impossible to get answers

 

[wobble33]

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.

the way i read these posts is these people might be using a forum where they knew there was a glitch and extra money added? so tbh imho a lot abused this casino, and then come on here when moneys not released.

 

[CasinoBen]

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?

How can you blame the Netent software? Netent does not handle the actual transaction nor does, MG, Playtech, WMS and I would assume most other game suppliers but will only comment on the ones that I have worked with. The game supplier (Netent as you mentioned) checks the players balance via API which is also how the other providers work. I agree that there is a serious error here but I don't think it is fair to blame Netent software since essentially this could happen with any provider that the casino is working with.

 

[Bozzon]

Just want to clarify that my issue did not have anything do with any extra money added what so ever and no Iam not member of another forum etc

 

[vinylweatherman]

the way i read these posts is these people might be using a forum where they knew there was a glitch and extra money added? so tbh imho a lot abused this casino, and then come on here when moneys not released.

This would be a likely result of such a glitch, but the casino should be on to it. The initial impression here is that they were in something of a state of panic, not knowing what was happening or which accounts were affected.

How can you blame the Netent software? Netent does not handle the actual transaction nor does, MG, Playtech, WMS and I would assume most other game suppliers but will only comment on the ones that I have worked with. The game supplier (Netent as you mentioned) checks the players balance via API which is also how the other providers work. I agree that there is a serious error here but I don't think it is fair to blame Netent software since essentially this could happen with any provider that the casino is working with.

The glitch was reported as happening as players moved from game to game, not when transacting via the cashier interface. This is an in-game balance tracking error, and would be down to the software that serves the individual games, and if it is a NetEnt casino, I would assume that NetEnt is the software being interfaced with at this stage.

It could happen with any software, but in this case it was NetEnt. There was an incident in 2009 where Microgaming did an emergency recall on about a dozen games just prior to releasing the tabbed play lobby. They had run tests that showed a risk of balance tracking errors when these games were used in the tabbed lobby. Since they did the tests, they were able to deal with the problem before it became something that affected players, or indeed something that could be manipulated for gain by some who spotted it.

 

[SirWegs]

How can you blame the Netent software? Netent does not handle the actual transaction nor does, MG, Playtech, WMS and I would assume most other game suppliers but will only comment on the ones that I have worked with. The game supplier (Netent as you mentioned) checks the players balance via API which is also how the other providers work. I agree that there is a serious error here but I don't think it is fair to blame Netent software since essentially this could happen with any provider that the casino is working with.

I don't agree to a 100%, I think its Netent's and other software companies responsibility to know their clients who promote their games. If they see these kind of behaviour they should act. If I had my own casino software company, I would never accept my clients to act like this.

 

[CasinoBen]

I don't agree to a 100%, I think its Netent's and other software companies responsibility to know their clients who promote their games. If they see these kind of behaviour they should act. If I had my own casino software company, I would never accept my clients to act like this.

I agree, and I think the software company has a responsibility to monitor their customers and act if the company is not acting professionally. Netent has closed down a lot of sites in the past and are active with their clients and keeping an eye on what they do, there a are a lot of great Netent casinos out there and hopefully this is a learning experience for this casino and they learn from the way that they have handled the issues that have been posted on the forum.

I do think there needs to be a lot more monitoring from software companies, especially when it comes to regulated markets, but that is another subject and I don't want to derail this thread.