Casino Plex (whinge)

[LOOKAWAY]

Just got my ass kicked on White Rhino.

So I make a deposit at Casino Plex for there monthly bonus, only for them to lob another $6 bucks on for 30% July bonus which carries a 108 x wagering!

No live support, so now I have to make another deposit at a different casino as there is no live chat.

On another note, I see Novoline slots on the tab listings at Golden Palace yesterday.
They gave me a welcome back $10.

This is a good thing for those of us who can play Playtech casinos, couldn't find the Novoline tab at three other better Playtech casinos. (Just hope it's not just at GP)

PS. There were no actual Novoline slots listed under the tab.

 

[Cleveland]

108 x wagering...ouch

 

[LOOKAWAY]

108 x wagering...ouch

Yep ouch, but now it has been removed. And so was my Golden lounge balance, thanks to Hell Boy!

 

[Simmo!]

So I make a deposit at Casino Plex for there monthly bonus, only for them to lob another $6 bucks on for 30% July bonus which carries a 108 x wagering!

Watch out for their 4 day reverse times and 10k a month cashout limit too.

 

[PlexRep]

108 x wagering!

108X Wagering??!! That's not right. Our rollover requirements are 25X bonus plus deposit and the reloads should not be stackable. I've already fired off a few e-mails to ask about this.

As for live chat we do have it, but not 24/7 as yet. In fact, this is the reason we have not yet entered our trial by fire here at CM, and I hope we can rectify the situation soon. At the moment live chat is only available during office hours mid week.

Lookaway, can you please PM me your username to help me look into this for you.

Thanks.

 

[LOOKAWAY]

108X Wagering??!! That's not right. Our rollover requirements are 25X bonus plus deposit and the reloads should not be stackable. I've already fired off a few e-mails to ask about this.

As for live chat we do have it, but not 24/7 as yet. In fact, this is the reason we have not yet entered our trial by fire here at CM, and I hope we can rectify the situation soon. At the moment live chat is only available during office hours mid week.

Lookaway, can you please PM me your username to help me look into this for you.

Thanks.

It's sorted now. (maybe you missed my above post)

The wagering for the $6 was $650. I found this information threw the cashier. I also stuck it to support by saying 108 x wagering was unacceptable for any bonus. Below there response. (Note, they would of put me right! PlexRep)

Dear Timothy,

This is Maijie from the Casino Plex Support Team.

We have removed the $6.00 additional bonus in your account as per your
request.

You now only have $40.00 funds available ($20.00 deposit + $20.00 Monthly
Reload Bonus).

Thank you.

 

[rainmaker]

Watch out for their 4 day reverse times and 10k a month cashout limit too.

It surprises me to see that Plex have a 10k /month withdrawal limit.

Most of the major Playtech casinos have reduced the betting level on slot games compared to the standard level offered by Playtech. But Casino Plex actually offer a VERY high betting level. For example on Great Blue o), Plex offer play up to €250/spin. I am not sure about Bet365, but I think they offer up to about €6/spin. Centrebet only offer up to about €2/spin on that game.

Another example is Thrill Seekers. Casino Plex offer up to €5000/spin. Centrebet have a €250/spin limit, not sure about Bet365.

I must say it looks a bit strange to see that Plex have a 10K withdrawal limit when they at the same time offer play up to €5000/spin.

 

[LOOKAWAY]

5K a spin. At first I thought it was a typo, till you typed it again!

2 x bet max withdrawal a month (Ridiculous and outrageous)

 

[rainmaker]

5K a spin. At first I thought it was a typo, till you typed it again!

2 x bet max withdrawal a month (Ridiculous and outrageous)

Yes, I find it quite irresponsible by Plex. By the way, I see that Bet365 only offer up to about €62,5/spin on this game (on my account).

From Plex. Bet per line €100, 50 lines = €5000

 

[refre]

Just had a quick look at their website.
Not only do they impliment a maximum withdrawal limit, it seems any amount in excess of the limit will be put back in your playing account (for you to withdraw next month).
Train wreck waiting to happen lol.

Also, if you withdraw before meeting WRs you'll be left with your deposit only.


Freddy

 

[rainmaker]

Just had a quick look at their website.
Not only do they impliment a maximum withdrawal limit, it seems any amount in excess of the limit will be put back in your playing account (for you to withdraw next month).
Train wreck waiting to happen lol.

Also, if you withdraw before meeting WRs you'll be left with your deposit only.


Freddy

Oh..more irresponsibility (regarding "put back in your playing account).

.......................


There are several issues here in my opinion (to summarize) :

1. They have a betting level that is far too high in relation to the withdrawal limit

2. They may have a betting level that is too high in relation to Casino Plex`s financial status

3. It is unethical to offer play up to €5000/spin to new and unknown customers (I can understand it if the player is a VIP++/ high roller- long time customer)

I must say that I have only seen such high betting levels at roguish Playtech casinos in the past. I am not saying that Casino Plex are roguish, but I expect an explanation from the rep.

 

[PlexRep]

I'm as surprised as you to see those wagering limits, and can only assume this is an oversight. I will be addressing all of the points raised in this thread with casino management in the morning and will get back to you.

 

[rainmaker]

I'm as surprised as you to see those wagering limits, and can only assume this is an oversight. I will be addressing all of the points raised in this thread with casino management in the morning and will get back to you.

Great

 

[rainmaker]

.

To give some more examples (max bet/spin :

Gladiator

Plex: €2500
Centrebet: €120
Bet365: €80

Dolphin Reef:

Plex: €1000
Centrebet: €100
Bet365: €25

Sparta:

Plex: €1500
Centrebet: €150
Bet365: €37,5

Golden Games:

Plex: €2500
Centrebet: €125
Bet365: €30

What`s Cooking:

Plex: €3000
Centrebet: €150
Bet365: €37,5


I see that Casino Plex actually have a bet limit of €100 on Blackjack. So they have obviously remembered to adjust on that game


Note: Figures from Centrebet and Bet365 are roughly calculated from Norwegian Kroner (my account). I only use Centrebet, so I do not know if the bet level on slot changes when your VIP level increases with Bet365. But bet level for slots at Centrebet do not change to my knowledge (regardless of VIP status)

 

[rainmaker]

Good morning people

I just want to add some more info. I have read the relevant term (T&C) and it gets even worse:

6.5.3 You are aware of and agree that the maximum amount that you as a Player can cash-out when winning $20,000 or more in casino games (this also includes jackpot and progressive jackpot wins) within a 30 day period, is $10.000 per month or equivalent in GBP, EUR. In accordance with this policy we will be able to process requests up to that amount but any additional funds will be returned to your account.


As you can see, they pay players $10.000 per month or equivalent in EUR. 10 000 dollars is €7000. So they actually only pay €7000 per month.

Several other issues can be raised with this term. For example: Casino Plex offer play on the progressive game "Beach Life". Beach Life jackpot is now almost €1,2 mill.

According to the term, progressive wins are also paid in monthly installments of €7000. If you win this jackpot, then it will take about 160 months before you have been paid. That is 14 years.

.

 

[Simmo!]

Good morning people

I just want to add some more info. I have read the relevant term (T&C) and it gets even worse:

6.5.3 You are aware of and agree that the maximum amount that you as a Player can cash-out when winning $20,000 or more in casino games (this also includes jackpot and progressive jackpot wins) within a 30 day period, is $10.000 per month or equivalent in GBP, EUR. In accordance with this policy we will be able to process requests up to that amount but any additional funds will be returned to your account.


As you can see, they pay players $10.000 per month or equivalent in EUR. 10 000 dollars is €7000. So they actually only pay €7000 per month.

To be fair to CasinoPlex, I tested them out earlier this year - in Euros - and requested a withdrawal of 12,000. They processed 10k of it (and sent me an email stating the max had been reached) so I'd say it's not the $$ equivalent as stated.

 

[chayton]

Good morning people

I just want to add some more info. I have read the relevant term (T&C) and it gets even worse:

6.5.3 You are aware of and agree that the maximum amount that you as a Player can cash-out when winning $20,000 or more in casino games (this also includes jackpot and progressive jackpot wins) within a 30 day period, is $10.000 per month or equivalent in GBP, EUR. In accordance with this policy we will be able to process requests up to that amount but any additional funds will be returned to your account.

That term right there will keep them from ever being accredited. It was also keep me from playing, since Playtech's progressive jackpots aren't paid out by the casino at all, they're paid from the pool. To put a max cashout on a progressive win is a huge red flag to stay far away IMO.

 

[rainmaker]

To be fair to CasinoPlex, I tested them out earlier this year - in Euros - and requested a withdrawal of 12,000. They processed 10k of it (and sent me an email stating the max had been reached) so I'd say it's not the $$ equivalent as stated.

Then it only takes about 10 years to be paid if you win the Beach Life progressive jackpot

But it is really not so important if they pay €7000 or €10 000 per month. They offer play up to €5000/spin and it is obviously irresponsible to have a 2 x max bet withdrawal limit.

But I hope they will clean up. The accredited list needs more Playtech casinos

 

[PlexRep]

Hi All,

Just a quick note to let you know these issues have all been raised and are being discussed by our senior management and Playtech account manager.

I would expect the wagering limits to be lowered and also hope to see an increase in the wd limits shortly. I'd also be very surprised if the progressives are no longer restricted and get paid in full once Playtech have transferred the funds to us. Once I have confirmation of all this I will be back to let you know.

In the meantime if you have any more feedback or questions please pass them on and I will make sure they reach the correct ears.

Thanks.

 

[rainmaker]

Hi All,

Just a quick note to let you know these issues have all been raised and are being discussed by our senior management and Playtech account manager.

I would expect the wagering limits to be lowered and also hope to see an increase in the wd limits shortly. I'd also be very surprised if the progressives are no longer restricted and get paid in full once Playtech have transferred the funds to us. Once I have confirmation of all this I will be back to let you know.

In the meantime if you have any more feedback or questions please pass them on and I will make sure they reach the correct ears.

Thanks.

Your replies in this thread shows us again why you are one of the greatest rep on this forum. Thanks

 

[rainmaker]

.

Just wondering if this thread will be updated by the new rep from Casino Plex when they have looked into the issues raised here ?

 

[jetset]

This thread does again raise the old and controversial issue surrounding how Playtech pays out its progressive wins to the licensees...and that is a question that to my knowledge has never really been answered clearly and unequivocally.

It's been raised in previous progressive disputes between online casino and player, where the casino seeks to eke out payments in instalments having (presumably) collected the full progressive jackpot from Playtech and consequently retained the earning benefit on these large sums of money...at the players' expense.

Of course, if Playtech should reveal that they in fact do not pay out progressive jackpots in full and in a single tranche to the licensee, that would put a different perspective on the issue entirely, but at the moment it kind of looks as if the casino licensee is enjoying the advantage both ways.

 

[LOOKAWAY]

This thread does again raise the old and controversial issue surrounding how Playtech pays out its progressive wins to the licensees...and that is a question that to my knowledge has never really been answered clearly and unequivocally.

It's been raised in previous progressive disputes between online casino and player, where the casino seeks to eke out payments in instalments having (presumably) collected the full progressive jackpot from Playtech and consequently retained the earning benefit on these large sums of money...at the players' expense.

Of course, if Playtech should reveal that they in fact do not pay out progressive jackpots in full and in a single tranche to the licensee, that would put a different perspective on the issue entirely, but at the moment it kind of looks as if the casino licensee is enjoying the advantage both ways.

They are always keen for players to win the progressive jackpots. This week Betfred gave me $5 for Beach Life only.

 

[LOOKAWAY]

I have this thread saved on my favorite list.

 

[rainmaker]

I have this thread saved on my favorite list.

I sent a "heads up" to the new rep now. In case he wants to give us some more info about the issues raised in this thread

 

[CasinoPlex]

Hi all, sorry for my late reply

Hi All

First of all I would like to apologise for my late reply. I’ve been very busy lately.

I’ve been looking at other Playtech casinos regarding the betting limits on slots games and compared our limits with their limits and ours are very similar or exactly the same as their limits. We have however taken note of your comments and changed the limits so the max coin size you can choose now is €5.

Any casino on the Playtech network can decide their own betting limits on any of their games. I have seen casino with very high limits and I’ve seen casino very low limits like Bet365. The limits are used for marketing purposes as well, depending on what kind players the casino is looking for.

We also understand that some players might think our betting limits are high and therefore we offer the option to reduce the betting limit on a player’s account, if the player contacts our support.

With regards to the 30 day withdrawal. I have now updated this rule as showed below:

6.5.3 With the exception of Progressive Jackpot wins, the maximum amount that you as a player can cash-out within a 30 day period is $10.000, €7000, £6000 per month. In accordance with this policy we will be able to process requests up to that amount but any additional funds will be returned to your account.

Regarding the wagering requirement for our bonuses as Freddy mentioned:

It’s correct that you will lose your bonus + winnings, if you haven’t met the wagering requirements. Imagine all the money online casinos would give away, if we didn’t have rules like this. Also our bonus terms and conditions are clearly stated on our website and we always encourage our players to read these before they make a deposit.

Please note that:

• Returning additional withdrawals over the above mentioned amounts is on many casinos and standard rule.
• When a player wins a jackpot on an online casino, the player can make the withdrawal; however, the withdrawal will not be approved until the casino has received the funds from the casino software provider. This is usually a standard rule as well on most casinos.

I hope that I’ve answer all your questions and that you are happy with the changes.

Regards

 

[refre]

Regarding the wagering requirement for our bonuses as Freddy mentioned:

It’s correct that you will lose your bonus + winnings, if you haven’t met the wagering requirements. Imagine all the money online casinos would give away, if we didn’t have rules like this. Also our bonus terms and conditions are clearly stated on our website and we always encourage our players to read these before they make a deposit.

How bout just returning the money to the player account, with a note saying you still have to wager $XXX before you can make a withdrawal?
Or better yet, have the software keep track, so the player can't withdraw before meeting WRs.
I do see your point though, it would cost a lot in terms of actually paying legitimate winnings.

This thread may be of interest

https://www.casinomeister.com/forums/community/online-casinos/


Freddy

 

[rainmaker]

.

Thanks for your reply CasinoPlex rep.

I have seen that you have for example reduced the max bet on Thrill Seekers from €5000 to €500. That is good. I would guess that you also saw that a lower max limit was more appropriate, not only for the player but for your casino as well.

Quote: I’ve been looking at other Playtech casinos regarding the betting limits on slots games and compared our limits with their limits and ours are very similar or exactly the same as their limits

Yes, as I have mentioned. The tendency is that less reputable Playtech casinos have high limits (or the highest possible max bet limit), while larger and more reputable companies with Playtech casinos have lower limits. I am not surprised that for example some of the roguish Playtech casinos have high limits.

As for your €7000 withdrawal limit per month. I still think this is a bit low since you offer play up to about €1000-2000 per spin on some games ( this is after the bet reduction). But this must be up the the players to decide wheter they think it is fair enough.

Again, thanks for your reply and for reducing the bet limit. This shows that your casino are willing to change for the better and this is always a good sign

 

[Simmo!]

I know its an old thread but I just wanted to add a note here that "casino.dk" is the same operation as Casinoplex - same software, same T&C's, same support. The option to display the website in English doesn't translate the FAQ/T&C's (yet).

 

[Betfred]

Hi all,

I just want to point out that not all casinos on the Playtech network are the same. We paid out the full £5.1 million pound jackpot in one installment to our Beach Life winner (

You do not have permission to view link Log in or register now.

). Took about 48 hours from the player winning to having the entire amount in his bank account; we won't profit from someone's legitimate win by retaining the jackpot for as long as possible - we are after all a gambling company and believe it's only fair a player receives exactly what they're due.

Cheers,

Aaron

 

[rainmaker]

Hi all,

I just want to point out that not all casinos on the Playtech network are the same. We paid out the full £5.1 million pound jackpot in one installment to our Beach Life winner (

You do not have permission to view link Log in or register now.

). Took about 48 hours from the player winning to having the entire amount in his bank account; we won't profit from someone's legitimate win by retaining the jackpot for as long as possible - we are after all a gambling company and believe it's only fair a player receives exactly what they're due.

Cheers,

Aaron

To pay out a £5.1 million pound Jackpot in full within 48 hours is quite impressive

I bet the player also was happy with this hehe.

This is yet another example of why players must choose their Playtech casino carefully. You have a great casino like Betfred who will pay out this BIG jackpot within a couple of days, while other casinos would have paid you in monthly installments over the next 70 years or so.

 

[CasinoPlex]

I know its an old thread but I just wanted to add a note here that "casino.dk" is the same operation as Casinoplex - same software, same T&C's, same support. The option to display the website in English doesn't translate the FAQ/T&C's (yet).

Hi there

Casino.dk is targeting Danish players, but we are also working on promoting the site for International players, so in case you have any questions, problems or similar just contact us on [email protected] and we will get back to you asap. We are currently in the progress of updating the whole site, so you may find some pages which are still in Danish and should you require a translation of them immediately, then you are again more than welcome to contact our support.
<snipped url>

Let me know if you have further questions and I will be more than happy to answer them..

Regards,

Martin

 

[Betfred]

'Happy' doesn't quite capture it! The player decided to remain anonymous so I can't show you the photographs of him holding the cheque on the private jet, but, yeah, pretty damned happy The player continues to play with us.

Couldn't agree more ref casino selection. Playtech merely provider the tools; it's up to the casinos to decide how they use them.

Aaron

 

[CasinoPlex]

'Happy' doesn't quite capture it! The player decided to remain anonymous so I can't show you the photographs of him holding the cheque on the private jet, but, yeah, pretty damned happy The player continues to play with us.

Couldn't agree more ref casino selection. Playtech merely provider the tools; it's up to the casinos to decide how they use them.

Aaron

Hi Aaron

Thats quite a statement to put out on a forum "That not all Playtech casinos are the same" specially considering that all casinos who uses Playtech have exactly the same software. Once a jackpot is transferred to the casino, who had a player winning it, then im sure that the casino would pay it out immediately just like we would and just like you did.

If you want to promote your big winner we would appreciate that do this in a thread related to your own brand and not related to us.

Thank you for cooperation.

/Martin

 

[GOCC]

Hi all,

I just want to point out that not all casinos on the Playtech network are the same. We paid out the full £5.1 million pound jackpot in one installment to our Beach Life winner (

You do not have permission to view link Log in or register now.

). Took about 48 hours from the player winning to having the entire amount in his bank account; we won't profit from someone's legitimate win by retaining the jackpot for as long as possible - we are after all a gambling company and believe it's only fair a player receives exactly what they're due.

Cheers,

Aaron

Well done.

Shame when I telephoned to have a bet on my Greyhound at 2/1 for the Grand National I was offered £7.50 (Or a liability of £15.00)

Also, as you are a Gambling Company, Why did Barney Curly have to go to the GGA to get paid?

See we can all Hijack Threads.

 

[Betfred]

Hi /Martin,

I'm sorry you feel I was solely promoting Betfred Casino but I thought it important to make it clear that not all casinos operating with Playtech software have the same policies. My point was that we all have the same tools, but operators make different choices on how they operate those tools. To that end, not all Playtech casinos are the same. The big winner illustrated my point.

Cheers,

Aaron

 

[GOCC]

Hi Aaron

Thats quite a statement to put out on a forum "That not all Playtech casinos are the same" specially considering that all casinos who uses Playtech have exactly the same software. Once a jackpot is transferred to the casino, who had a player winning it, then im sure that the casino would pay it out immediately just like we would and just like you did.

If you want to promote your big winner we would appreciate that do this in a thread related to your own brand and not related to us.

Thank you for cooperation.

/Martin

Completely agree and posted my reply above without reading your comment.

While Betfred may have a "Great PR" bandwagon, in the UK betting world there rep is no where near especially after making a legitimate winner wait TWENTY ONE MONTHS for payment on a winning bet of £823,000.

You do not have permission to view link Log in or register now.

Well done to Casino plex rep though for coming back sharply with responses to concerns.

 

[Betfred]

Okay, apologies if this came across as a hijack of the conversation; I was commenting on one of the latter posts about how Playtech payout their jackpots and whether operators decide to release all their funds once. I was defending Playtech and certainly wasn't directing criticism at any particular Playtech operator. Again, sorry if this didn't come across the right way.

As for your bets, GOCC, I can't speak for the sportsbook team but I'm sure they would be happy to explain their decision. The case of Barney Curly is no doubt before my time at Betfred; I can't find him on the Casino database either.

Cheers,

Aaron

 

[rainmaker]

Hi Aaron

Once a jackpot is transferred to the casino, who had a player winning it, then im sure that the casino would pay it out immediately just like we would and just like you did.

I can not agree with you here. Not every Playtech based casino has a history of paying progressive jackpots in full/immediately. That is also why players in general should choose their Playtech casino carefully. But it is also nice to know that Casino Plex would pay out immediately

Some of you may remember this case from 2009 (from "Worst Player Experience of 2009")

A long story, but worth reading for those who are interested:

Sylvia P. won $4,188,719.98 playing the Beach Life Jackpot at Joyland – a Playtech powered casino which is now part of the William Hill group. This “win” was publicized as one of the biggest jackpots ever paid out. Joyland still has the audacity to boast of this win here

The sad thing is she only received about half of the winnings.

When she signed up at Joyland, they had a policy of a max payout of 9k per month. Do the math – $4.2 million will take around 39 years to pay out. That’s one hell of a long time - who knows if there will even be an Internet in 39 years, much less Joyland casino? Personally I think 39 years is absurd and indefensible. I don't think any player would consider this acceptable.

Here is the kicker: progressive winnings are from a pooled source. In other words, each Playtech casino that participates in the progressive jackpots contributes to this fund. Thus the progressive winnings do not affect the specific casino since this is not 100% of their money to begin with.

Joyland was in control of these funds and chose to pay the player 9K per month.

According to the player, she was told that the only way to collect her winnings was at 9k a month. If she wanted to collect a larger amount, she would have to play that amount first. She also claims that the VIP manager who was making these deals only contacted her with a Hotmail email address or by phone. This is not only unprofessional - Playtech nor the casino have these email records.

She received nothing in writing from the casino detailing her payment plan, and she decided to take them up on their offer to collect only $2,300,000.00 plus bonus which was $61,000.00 - a total of $2,361,000.

WIlliam Hill then purchased the casino, and a deal remained a deal. She had made this agreement with the previous management, but how this "deal" was handled remains to this day unclear.

This leaves one's mind pondering - what happened to the rest of the money? I assume the previous owner of Joyland has this. Who else would have it? Another question: was this a fair way to treat a player? The answer is a solid and resounding "NO"! Situations like this shame the industry - I'm still flabbergasted that this issue floated away into a memory, and no one did a thing.

*Note: One good thing that did come out of this was that the Accredited Casinos at Casinomeister are now required to pay out progressives in full (excluding Wager Works casinos). No funkified whacky crap in Casinomeisterland.

 

[CasinoPlex]

Hi /Martin,

I'm sorry you feel I was solely promoting Betfred Casino but I thought it important to make it clear that not all casinos operating with Playtech software have the same policies. My point was that we all have the same tools, but operators make different choices on how they operate those tools. To that end, not all Playtech casinos are the same. The big winner illustrated my point.

Cheers,

Aaron

Operators do make different choices and that's up to them. I would like to point out, that WE also had many Jackpot winners who was paid immediately after, so before you make statements about any of the companies on Playtech you should check your facts and contact the company about how they do it, and don't comment on a thread which is not related to your own brand.

So next when you have a big winner or want to discuss different procedures on Playtech, kindly create your own thread and we can all have a nice chat there if you invite the brands using playtech software.

Thanks.

 

[GOCC]

As for your bets, GOCC, I can't speak for the sportsbook team but I'm sure they would be happy to explain their decision.
Cheers,

Aaron

No they wont, they repeat the term "Trading Decision", "Trading Decision" The Racing Post printed a Letter and asked Betfred to comment and they decline. Strange for such a company who love their name in the papers.

The case of Barney Curly is no doubt before my time at Betfred; I can't find him on the Casino database either.

Cheers,

Aaron

If you even chose to read my reply correctly it had nothing to do with the casino. It was a horse racing bet that the man had 2 wait nearly 2 years to get paid because thread threw his dolls out of the pram and wouldnt pay from Gibralter but did in the UK. And also, it was February 2012. Are you a noob?

Im not reply no more as I believe it is deteriorating the good work of CPlex