Resolved CasinoMaxi making mistake by not paying me 2310EUR

palapaisti

Dormant account
PABnoaccred
Joined
Oct 30, 2008
Location
Finland
I had birthday last week and CasinoMaxi sent me email about 100% Birthday bonus. The maximum bonus amount was 2500EUR which is quite unusual. That's why I wanted to confirm the details with their support. I got the following reply:

"Dear xxxxx
We wish you a happy birthday again! The bonus offered to you has the maximum amount of 2500 Euros. And as you've already mentioned wagering requirement for this bonus is 30 times.


Best Regards,
Sencer

CasinoMaxi Support"

They have offered me many smaller bonuses and they have always paid very fast so I deposited 2500EUR. After I finished wagering requirements my balance was 4810EUR. I tried to cashout my winnings, but the cashout was rejected. Their support told that I will get only my deposit back. They claim that the offer was sent mistakenly. I guess they are just trying to use any excuse not to pay (their support confirmed I'm eligible for the bonus).
 

KasinoKing

WebMeister & Slotaholic..
webmeister
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I've never even heard of this casino before! :eek2:
It's a NetEnt for anyone else who is wondering.

If you have got as far as you can with them & reached a dead-end, your best hope might be to Pitch-A-Bitch:

This is CasinoMeister's FREE service to help players with problems at non-rogue casinos.
To submit your PAB, click here: Pitch-A-Bitch
Be sure to read ALL the terms for submitting a PAB, including the Frequently Asked Questions here: PAB FAQs

KK
 

Nifty29

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Jun 20, 2001
Location
Turn right, then right. then right again
Some members think I always side with the casino in disputes, as I am regularly citing the fact that players should be fully versed in the terms of each bonus they take and not complain if they get caught by something they didn't read or understand.

Well, I've actually always said that due diligence works both ways.

If an operator offers a bonus, mistakenly or not, and the player accepts it and meets the requirements, they should be paid. It's irrelevant if the bonus offered was erroneous. Until a retraction email is sent, the offer is valid.

In fact, in this case the OP even double checked with support, which gave the casino an extra opportunity to investigate and correct their error.

Unless something vitally important has been omitted by the OP (has happened before), then it looks to be a clear cut case of "pay the player".
 

Seventh777

RIP Roy
Joined
Sep 28, 2010
Location
Planet Tharg, dark side, where nothing grows.
What Nifty said, they sent you a bonus, you double checked and afaics you have adhered to the T&C`s, like a player when they make a mistake they get slapped with a harsh penalty costing them cash, also, would they have been as forthcoming if you were to have lost it all and offer to reimburse you due to an *error*?.
 

rainmaker

I'm not a penguin
Joined
Dec 28, 2010
Location
-
I've never even heard of this casino before! :eek2:
It's a NetEnt for anyone else who is wondering.

I think this casino is connected to Betsson's B2B section.

I remember from one of their presentations last year that they (Betsson) identified 3 different B2B models:

1. White labels where Betsson owns the customers and the partner has a brand based on their platform

2. Partnerships where the partner owns the customers and has its own license, but the platform is powered by Betsson

3. Franchise partners


I am pretty sure that Realm Entertainment Ltd, who operates CasinoMaxi is an alternative 2 partner. This means that they are running their own customer support. If they had been a Betsson white label where Betsson owned the customers, then you at least could have tried to contact the Betsson rep on this forum. But in this case, as KK said, you should do a PAB.
 

jetset

RIP Brian
Joined
Feb 22, 2001
Location
Earth
Net Entertainment has a pretty good rep as a licensor that has few player problems of this sort, and I would hope that the OP lets them know about this unfair conduct by the operator.

Nifty is absolutely right in criticising the casino on the basis of the facts so far presented in this case - it's their mistake, their problem - not the player's.

But as we saw not long ago with the Betfair fiasco, some operators have an issue eating their own mistakes.
 

jetset

RIP Brian
Joined
Feb 22, 2001
Location
Earth
Did you guys notice this on the website?

"CasinoEuro, who has brought casino excitement to online gamblers from all over the world since 2002 is now CasinoMaxi."
 

rainmaker

I'm not a penguin
Joined
Dec 28, 2010
Location
-
Did you guys notice this on the website?

"CasinoEuro, who has brought casino excitement to online gamblers from all over the world since 2002 is now CasinoMaxi."

I think that CasinoMaxi primarily is targeting the Turkish market. I know that Betsson a couple of years ago sold their Turkish database to Realm Entertainment. My guess is that these players were redirected from other Betsson brands to CasinoMaxi.




edit. Here is the press release from that time (Dec 2010):

Betsson Business Solutions has, today, signed an agreement with Realm Entertainment of providing a complete gaming portal and the technical operation of it. Behind Realm stands a former partner of Betsson who has an extensive knowledge and experience of the industry. The agreement is for five
years with an option for extension. The gaming portal includes Sportsbook, Poker, Casino etc, and is translated into Greek, English, Dutch, Turkish, German and Spanish.


At the same time, Betsson ceases to operate towards the Turkish market by selling its Turkish client base for MEUR 1.9 to the same party, Realm. Betsson believes that the sold client base will have improved possibilities for a positive development on the basis of a new gaming solution with an external party with licence on Malta having specialist knowledge of a number of markets.
 

palapaisti

Dormant account
PABnoaccred
Joined
Oct 30, 2008
Location
Finland
This case seems to be solved. I got phone call from CasinoMaxi and they admitted making mistake by not paying me. They told that promotion email has been sent mistakenly, but I finished the wagering requirements so I can keep winnings.

I will inform after I receive the money to my Moneybookers account.
 

chuchu59

gambling addict
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Sep 26, 2004
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SOMEWHERE IN ASIA
While they can be given the 'benefit of the doubt' it is certainly more than a simple mistake as they had the chance to make amends yet still initially decided to return the deposit to the OP first. OK maybe not stealing but definitely an unwillingness to pay 'rightful winnings'.
 

palapaisti

Dormant account
PABnoaccred
Joined
Oct 30, 2008
Location
Finland
Seems it was "a mistake" then, not "stealing". Thread title updated accordingly.

Sorry about the title. I read after I sent my message, that it's not allowed to use words like "steal" on the title. I would have changed it yesterday by myself, but it wasn't possible.

I received my payment a couple of minutes ago, so this problem is now solved (even though I did not get direct help from here, I guess posting the problem on the forum made them realize they must pay winnings - even if they had sent the promotion message by mistake)
 

maxd

PAB (Complaints) Manager
Staff member
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