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CasinoLuck deny 2000+ balance due to betting over the limit once

Discussion in 'Casino Complaints - Bonus Issues' started by hnrkl, Apr 19, 2016.

    Apr 19, 2016
  1. hnrkl

    hnrkl Dormant account PABnoaccred

    Occupation:
    Sales
    Location:
    Estonia
    Hey!

    I was wondering if anyone here can help me? I will quickly tell my story, and can give more details if it's appropriate (forgive me, as I'm not so sure). Last week I registered on a site called CasinoLuck. I deposited and received a welcome bonus. I managed to have a really nice win on slots of over 2000€.

    I was really excited for my big win, until next day, when I tried to withdraw the money, I got an email from CasinoLuck customer service. They said, that I have violated their bonus rule of max bet (6,5€) and all my winnings have been voided. So, I asked for proof, because I really was aware of bonus terms and every spin I made was under 6,5€. When they sent me the proof, there was a random one single spin of 8,1€ bet found on the spreadsheet they provided. I really have no idea how I changed my betsize to break the rules for a single spin, before changing it back. I'm not saying the casino is lying, I'm just saying I don't understand how I could've done it from 1000s of spins just one time, and then changed it back. Anyhow, I feel like I have been treated harshly about it, because even if I did it, it's a very unfriendly treatment, I think?

    I tried to plead my case but was getting nowhere with them saying that due to the rules set in place by the parent company they could not make an exception, and so I am desperately seeking advice. If I have come to the wrong place, I'd really appreciate if someone could direct me to a better place.

    Thank you so much for reading.
     
  2. Apr 19, 2016
  3. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    That term is put in place so the casino doesnt lose too much from bonus abuse. In this case, it was one spin. One. So it was an obvious mistake.


    Ive had this happen by mistake twice. Both times the casino made an exception because they knew it was an accident and I didnt win anything from the spin.

    If you didnt win anything from the spin then this is a perfect example of a casino taking advantage of their terms to screw a player over.

    I also dont understand how the bet gets raised than lowered right away and you didnt notice this happened?
     
  4. Apr 19, 2016
  5. me_and_ed

    me_and_ed Ueber Meister CAG MM

    Occupation:
    Selling out
    Location:
    Vancouver
    There is a rep for Casino Luck here, Eric, I would contact him and plead your case, under the I gaming reps tab.
     
    1 person likes this.
  6. Apr 19, 2016
  7. hnrkl

    hnrkl Dormant account PABnoaccred

    Occupation:
    Sales
    Location:
    Estonia
    Thanks, I'll do that.
     
  8. Apr 19, 2016
  9. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    $8.10 is rather an odd bet amount. What game were you playing?
     
    1 person likes this.
  10. Apr 19, 2016
  11. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    If I had to guess, any 9 liner with a 9 coin bet size with a ten cent denom (ex BDBA)
     
  12. Apr 19, 2016
  13. hnrkl

    hnrkl Dormant account PABnoaccred

    Occupation:
    Sales
    Location:
    Estonia
    Played Reel Steal.
     
    3 people like this.
  14. Apr 19, 2016
  15. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    I will say this, I know it can happen, as last week when playing, the game crashed and reloaded and the game, which I always play at 1 cent, reset to a dime denom which I got caught out on a larger bet before I noticed.

    To further check, I went to Slots Million, set my bet to 81 cent bet total (9 lines, 9 x bet, one cent denom), then clicked refresh, and the game reset to a dime denom of its own accord; so I can see how players can get burned.

    Granted, it also reset to a 1 coin value (ie 90 cents not 8.10 and had to manually up the bet to 9 times the bet) but if you dont notice it changed to a dime denom I can see how this happens, and at the minimum, getting screwed by a dime bet a few spins.

    Just tried at Rizk too - does same thing, if game relaods, reverts back to dime denom, not last 1 cent setting)
     
    1 person likes this.
  16. Apr 20, 2016
  17. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Occupation:
    Works For Self
    Location:
    The biG Eu
    As said contact the rep here and hopefully they will show mercy ... but some casinos do stick rigid to the terms even for 1 spin over the bet amount and as its in the terms and conditions they would be nothing you could truly do apart from appeal to them on this. And hopefully they will see it as a one off genuine mistake as its only 1 spin. Good luck with it
     
  18. Apr 20, 2016
  19. mina1929

    mina1929 Senior Member

    Occupation:
    Food Catering
    Location:
    World
    I really think you should get paid, it is ridiculous 1 spin and prob no win.

    I have made that mistake before at a different casino, they knew it was an honest mistake and still paid me it was for 1,700.

    Good luck and keep us updated as I play at that Casino as well :)
     
    1 person likes this.
  20. Sep 12, 2016
  21. hnrkl

    hnrkl Dormant account PABnoaccred

    Occupation:
    Sales
    Location:
    Estonia
    Thanks everyone for your advice. I submitted a PAB and finally saw that it failed. Regardless, I would like to thank Casinomeister for their time and looking into my case.
     
  22. Sep 12, 2016
  23. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    The casino had proof that the player violated the "max bet" Terms -- admittedly only once -- and they chose to enforce the rules. Their call but unfortunately that doesn't work out so well for the player.
     
  24. Sep 12, 2016
  25. hhhelllo

    hhhelllo Senior Member

    Occupation:
    Modern age slavery
    Location:
    canada
    Wow really? One spin by mistake and that's it? Are me missing any details here?

    I thought Eric would change his mind after 2 seconds here.

    I know a rule was broken but really? I am a little dissapointed to be honest.
     
  26. Sep 12, 2016
  27. sapit222

    sapit222 Senior Member MM PABaccred

    Occupation:
    Student
    Location:
    Sweden
    Ive accidently betted "too much" before also a few times. :eek:
    I never won anything though.

    1 time "over betting" shouldnt mather.
     
  28. Sep 12, 2016
  29. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Yes have to admit very surprised at the final outcome.

    I usually have a little 'guess to myself' when I start to read this threads (without cheating and scrolling to the end :p) whether they end in the players or the casinos favour.

    I hold my hands up I got this one totally wrong!
     
    1 person likes this.
  30. Sep 12, 2016
  31. dpp00

    dpp00 Experienced Member

    Occupation:
    house husband
    Location:
    uk
    hi all

    seems a bit harsh ive many a time hit the max bet button which always seems conveniently next to the spin button,

    of course depends on casino i done it with 32red yrs ago and stopped and asked live chat who were perfectly happy it was a genuine

    mistake and paid me anyway, but i have to say id be pretty gutted to lose my winnings on one spin ,

    give the rep a try as advised you never know you might get something to ease the pain good luck
     
  32. Sep 12, 2016
  33. RichyJ75

    RichyJ75 Silly Member PABnonaccred

    Occupation:
    Dogsbody and personal servant to my kids
    Location:
    United Kingdom
    Absolutely savage outcome. I honestly feel gutted for the player.

    It upsets me in this day and age that the casino accepts bets which they know will not be honoured and that a tiny breach of T&C's give them the right to confiscate winnings. It's about time Everymatrix got their heads around the concept of blocking SE'd players opening accounts and making deposits and also to stop erroneous bets which fall outside of what they are prepared to pay out on.

    I am old school - if a bet is accepted, then it should be paid out on if it wins. Bonus's issued to players should not be used to catch people out and get their winnings confiscated.

    A big fat thumbs down to the casino on this outcome.
     
  34. Sep 12, 2016
  35. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    The casino may have more information but they've not shared anything with me. As to their hard line on this Eric's response was simply "I have my reasons".

    Reading the case notes over I do see that Eric felt that the player had "threatened" them re posting on CM. I personally didn't read it that way but such things are almost always a matter of interpretation. Since it was not directly pertinent to the case I didn't pursue the matter.
     
  36. Sep 12, 2016
  37. incrediblestuff

    incrediblestuff SearchingForTheHolyGrail! CAG webmeister

    Occupation:
    Currently: Self employed, Previously: Manager
    Location:
    Mostly the Netherlands
    Ok,

    Also initially figured this would turn out in the players favour, because of my own experiences with CL/Next and Eric, but of course that is assuming the o.p.'s story was genuine.

    If Eric stated he had his reasons, i trust him completely. Sorry for the o.p. still, it's never cool to lose out on such a technicality, but perhaps if he had indeed read the rules, and paid close attention to his bets, there would have been no issue.

    Personally, i have always noticed an unintended bet, and either immediately corrected it, or in the one case where i had pressed autoplay on a much higher denomination than i had planned, and came back a bit later, i also knew exactly what had happened: in those cases i always stopped my play and contacted support a.s.a.p., to settle things.

    I assume the o.p. didn't, or as he said, he hadn't really noticed (but still odd it was only one spin then, as why would it be just the one spin if he had not noticed?) but later on was told he had done so.. interesting fact would be if indeed he had won something with that one spin, perhaps even enough to ensure playthrough, or at least gaining enough balance to make it more realistic, then that would make more sense. (to me)

    Again, i fully trust Eric in his call :)

    The man is an excellent professional, that handles each issue and everything else Casino-related very fairly, player friendly, and in my own experience (plus from what i've seen here from other player reports) also very generously.
     
  38. Sep 12, 2016
  39. syrus2

    syrus2 Banned User - repetitive trollish behavior

    Occupation:
    truk driver
    Location:
    Netherlands
    Normally you would expect casino to overlook it as a sign of good will gesture.

    Looks like they did'nt !!
     

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