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

hnrkl

Dormant account
PABnoaccred
Joined
Apr 16, 2016
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.
 

lockinlove

Staring into the sun
PABaccred
Joined
Jan 17, 2014
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?
 

me_and_ed

Paleo Meister (means really, really old)
CAG
MM
Joined
Jun 2, 2006
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.
 

dionysus

Contest Manager
Staff member
CAG
MM
Joined
Apr 27, 2009
Location
the land of snow and maple syrup
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)
 

Deeplay

New World Order
webmeister
CAG
mm1
Joined
Aug 27, 2008
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
 

mina1929

Meister Member
Joined
Jun 13, 2015
Location
Universe
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 :)
 

hnrkl

Dormant account
PABnoaccred
Joined
Apr 16, 2016
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.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
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.
 

hhhelllo

Not really here
MM
Joined
May 31, 2015
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.
 

sapit222

Ueber Meister
PABaccred
MM
Joined
Nov 7, 2012
Location
Sweden
Ive accidently betted "too much" before also a few times. :eek:
I never won anything though.

1 time "over betting" shouldnt mather.
 

Jono777

Meister Member
CAG
mm1
mm4
Joined
May 13, 2014
Location
Wolverhampton
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.
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!
 

dpp00

Experienced Member
Joined
May 19, 2012
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
 

RichyJ75

Has been a very naughty boy ...
PABnonaccred
Joined
Apr 3, 2015
Location
Kent
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.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Are me missing any details here?
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.
 

incrediblestuff

SearchingForTheHolyGrail!
webmeister
CAG
Joined
Mar 22, 2010
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.
 

syrus2

Banned User - repetitive trollish behavior
Joined
Jun 29, 2016
Location
Netherlands
Normally you would expect casino to overlook it as a sign of good will gesture.

Looks like they did'nt !!
 

Users Who Are Viewing This Thread (Users: 0, Guests: 1)

Top