Centrebet false advertising.

skiny

Banned User - violation of <a href="http://www.cas
Joined
Oct 30, 2008
Location
Canada
What a waste of time. I decide to try something different tonight and take a link off the accredited list under the Playtech section. I wanted to play some of the Marvel slots. I checked the Centrebet website specifically to see if they have these slot games. They are listed. I create an account and head over to load my prepaid credit card then make my deposit only to find out I CANNOT play these games. The only reason I deposited there was to play these games.

Live help is NO help. First when I question "Jay" about it the fact that the games aren't listed in the downloaded casino and when I try to play them straight off the website he disappears for God knows how long so I give up and open a new box and ask "Damien" why I can't play these games. He apparently has no idea why. I never did get a straight answer out of him.

So now I cannot play the games that made the deposit specifically to play and I haven't wagered a single penny. I want a refund. I made my deposit under false pretenses. But here's the real bullshit part when I say I want a refund this is my answer.

Damien: Before any funds can be transferred out of a betting account all applicants are required to provide proof of identity, by providing a copy of a passport or driver's license confirming date of birth. We will also require a copy of both sides of any credit card or debit card used to make a deposit into a betting account. These forms of identification can either be faxed to + 61 8 8955 5750, or emailed to [email protected] verified, Centrebet undertakes to process all account withdrawals within 3-5 business days.

So now I'm supposed to jump through hoops to get back money I never should have given this casino in the first place and I wouldn't have if they didn't have pictures of slot games plastered all over their website that I can't even play. I'm not asking for a withdrawal. I want a refund for breach of contract on the casino's part. I was led to believe games are available that are not.

skiny1: Refund my money.

Damien: Provide the level of identification agreed to in the terms and conditions and we will gladly comply

skiny1: I agreed to those terms first of all for the purpose of withdrawing money that I've wagered and second of all under the pretense that I could play games that you listed as available.



This is a farce. Half my night wasted and all of the money on my prepaid credit card because this casino can't provide the games clearly listed on it's website. Not to mention the fact that they aren't even playtech.

Damien: Centrebet Games is not Playtech

It's bad enough these casinos make take you to hell and back to make a simple withdrawal but now I'm supposed to go through all that unnecessary crap just to get a refund on money I never even wagered?

I'm also told it take 5 days to investigate why I can't play these games. The error message is this. Looks pretty straight forward to me.
 

HadEnouth

Dormant account
Joined
May 23, 2010
Location
England
They pulled the same rubbish with me, I asked for my deposit withdrawal after learning they were not what they claimed. They wanted id and all the works just to withdraw a very small amount of money. My own money. I closed my account with them and will never return there.
 

jetset

RIP Brian
Joined
Feb 22, 2001
Location
Earth
That is strange - I seem to recall hearing they had changed to Orbis Openbet, but the casino site at
You do not have permission to view link Log in or register now.
indicates that the software is Playtech.

The games look like GTechG2, though - and Wagerlogic? Maybe a cross-platform choice through the Openbet system.
 

skiny

Banned User - violation of <a href="http://www.cas
Joined
Oct 30, 2008
Location
Canada
Maybe someone also needs to resort the accredited list. Crackpot Capital, Slotastic and Grande Vegas are all listed seperately but are apparently all part of the same group and the only reason I went to that Centrebet website in the first place is because they were listed as playtech and I wanted to play those Marvel slots yet according to them they're not playtech and for some reason those slots aren't available to me.
 

skiny

Banned User - violation of <a href="http://www.cas
Joined
Oct 30, 2008
Location
Canada
From Centrebet live support.

Damien: Centrebet Games is not Playtech

Apparently Centrebet games and Centrebet casino is not the same thing. And apparently I can play at the casino and not the games even though it's the same account.
 

jstrike

Dormant account
Joined
Nov 16, 2010
Location
Europe
It's crap like this that gives the whole industry a bad reputation.
Why can't they just refund your deposit to the same card? That shouldn't require any verification. They can see you haven't played any.
Call 'em up and tell 'em to take their verification to hell and you're gonna do a chargeback if that cash isn't back on your card in the next 24 hours!
 

skiny

Banned User - violation of <a href="http://www.cas
Joined
Oct 30, 2008
Location
Canada
I contacted live support again today and unlike Jay and Damien who seemed to be pretty quiet and unconcerned about the whole situation, Steve (or Steven) was trying to be more helpful. He ran some tests and still isn't sure why I can't play (Personally I think it's because Playtech accepts CAD but for some reason Cryptologic doesn't.) But he said someone would contact me tomorrow from the IT dept and if the issue couldn't be resolved he would either try to set up a new account using USD (which concerns me about fraud flags if I ever try to withdraw) or try to refund the money without the need to go scan and send in a bunch of docs. So for now I guess I play the waiting game.

Meantime my deposit is still locked up in their casino and I haven't gambled a dime this weekend (Which really just means I haven't lost it yet.) because I'm too lazy to go out and reload the prepaid card.

Call 'em up and tell 'em to take their verification to hell and you're gonna do a chargeback if that cash isn't back on your card in the next 24 hours!

I have a hard enough time being accused of fraud and I've never defrauded any casino in my life. I'm not about to start doing chargebacks and give these casinos a real reason to make accusations. :rolleyes:
 

Centre-Wise

Dormant account
Joined
Mar 19, 2007
Location
Sydney
Hi all,

Just to confirm, we offer the following:

Centrebet Casino: Download and Flash Lobby provided by Playtech
Centrebet Games: Flash games provided by Openbet, Cryptologic, Betsoft, and a few others.

Marvel Slots: At present, we only offer these in the currencies NOK, DKK, EUR, GBP. We offer the Cryptologic versions only, NOT the Playtech versions.

Cheers,
Derek
 

same_old

Dormant account
webmeister
PABaccred
Joined
Mar 4, 2007
Location
Australia
I would also like to add that Centrebet IS governed and regulated by the AUSTRALIAN government ,hence them asking for ID as this is a requirement put on them by the government.

Im sorry but wouldnt you rather play somewhere that is regulated by there government- you know the money is safe??
 

skiny

Banned User - violation of <a href="http://www.cas
Joined
Oct 30, 2008
Location
Canada
Hi all,

Just to confirm, we offer the following:

Centrebet Casino: Download and Flash Lobby provided by Playtech
Centrebet Games: Flash games provided by Openbet, Cryptologic, Betsoft, and a few others.

Marvel Slots: At present, we only offer these in the currencies NOK, DKK, EUR, GBP. We offer the Cryptologic versions only, NOT the Playtech versions.

Cheers,
Derek

And none of the three support workers I spoke to knew this?

And did I miss something while creating my account resulting in me finding this out after making my deposit and trying to play?
 

skiny

Banned User - violation of <a href="http://www.cas
Joined
Oct 30, 2008
Location
Canada
So I'm given two choices, convert my money to GBP or Euros or make a withdrawal and wait a week to get my money back.

I give up and figure I'll just convert the money so I can play some games before the weekend is up and guess what? These Marvel games aren't even the same. They're altered versions with the expanding wilds removed. So after all this I STILL do not get to play the games I created this account to play. Furthermore, if I want to play the real Playtech games I have to continually transfer my money in bank like system between the casino account and the games account. I joined that casino under the pretense that it was a Playtech casino.

Converting my money from CAD to Euros ate up 1/5 of my deposit and the fact that these games have the expanding wilds removed makes it rather difficult to actually hit anything. I lost the remainder of my money in a matter of minutes.

There needs to be some sort of note put in the accredited list explaining that this casino is some sort of mixture between two softwares and the games you THINK you're going to play are NOT the games they offer.

Selecting from that list of "playtech" casinos has caused me nothing but grief and after two days I finally got to play fake versions of these games at minimum bet for about 15 minutes.
 

skiny

Banned User - violation of <a href="http://www.cas
Joined
Oct 30, 2008
Location
Canada
Centrebet needs to pick a single software and stick with it. Trying to run a casino out of 2 or 3 different platforms is confusing and having to transfer funds back and forth to different wallets to play slot games at the same casino is a pain.

And the Accredited section needs to be updated more often to reflect casinos that are within the same group instead of listing them seperately and should warn people when casinos are running more than one software. Especially when the same game titles are used by both softwares but are not the same games.
 

chayton

aka LooHoo
webmeister
PABnonaccred
CAG
Joined
Jun 5, 2006
Location
Edmonton Canada
FYI skiny if you decide to open an account at a different Playtech, set your currency to USD.

I don't know if they've changed it or not, but last year when I mistakenly opened an account in CAD, I noticed that if you're playing in CAD the progressive games cost you 20% extra - if you win it pays you 20% extra too, so that part's ok. But if you win the progressive jackpot it's paid whatever the going rate is at the time, which is nowhere NEAR 20%.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Hi all,

Just to confirm, we offer the following:

Centrebet Casino: Download and Flash Lobby provided by Playtech
Centrebet Games: Flash games provided by Openbet, Cryptologic, Betsoft, and a few others.

Marvel Slots: At present, we only offer these in the currencies NOK, DKK, EUR, GBP. We offer the Cryptologic versions only, NOT the Playtech versions.

Cheers,
Derek

Well, your CUSTOMERS are not privvy to the various "politics" and "in-fighting" between different platforms and countries, so stuff like this just makes you look bad.

The fact that front line CS don't have a clue about any of this, and say they have investigated and can find no reason for the problem, and to give them another 5 days to "investigate further", makes you look even WORSE.

Players are NOT used to this cross platform model, and assume ALL games are by the advertised software vendor, and these are the games they EXPECT when they part with their money.

When customers feel mislead, they are going to think you are a "scam", and some may resort to the chargeback path rather than enter into a dispute resolution process, even though this is usually the best option.

IF the cross platform "openbet" model is going to work, the different game vendors have to come to a common agreement about which countries can take part in the openbet platform. There are NO "legal reasons" that allow SOME softwares to offer games to a particular country, and others not. It is about "internal company politics", and NOT "legal reasons". Companies should NOT seek to blame others for their OWN policy decisions, it is straight forward LYING to their customers.

In this case, it should be made clear that only players who select the US dollar will be able to play EVERY game, because other currencies are either not supported by every game, or are not allowed to be used unless you live in the contry concerned (as is usually the case with the GBP).
 

Centre-Wise

Dormant account
Joined
Mar 19, 2007
Location
Sydney
Hi all,

Firstly, thank you for the feedback. I would like to present a few replies in regards to some of the issues raised.

- The Cross platform model is reasonably common these days, especially from Sports bookmakers. All games under the "Casino" tab are from Playtech . All those under the "Games" tab are from Openbet and their partners. Whilst in any of the "Centrebet Games" games, you can see information on the supplier and games version by clicking on the "i" symbol.

- The Cryptologic versions of the Marvel slots were released prior to the Playtech versions. These have been very popular with our players and we are proud to offer them.

- We do intend to offer these in all currencies. There was no intention to blame anyone else here or restrict access via country. Essentially there are 5 games out of the hundreds we offer where your currency choice will restrict you, and we are looking to resolve this.

Regards,
Derek
 

skiny

Banned User - violation of <a href="http://www.cas
Joined
Oct 30, 2008
Location
Canada
We do intend to offer these in all currencies. There was no intention to blame anyone else here or restrict access via country. Essentially there are 5 games out of the hundreds we offer where your currency choice will restrict you, and we are looking to resolve this.

Regards,
Derek

Well, good luck with that. Personally, I'll play where I can sit in one place and access all the games.

It hasn't gone unnoticed that my comments about the accredited list seems to have gone unanswered.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Hi all,

Firstly, thank you for the feedback. I would like to present a few replies in regards to some of the issues raised.

- The Cross platform model is reasonably common these days, especially from Sports bookmakers. All games under the "Casino" tab are from Playtech . All those under the "Games" tab are from Openbet and their partners. Whilst in any of the "Centrebet Games" games, you can see information on the supplier and games version by clicking on the "i" symbol.

- The Cryptologic versions of the Marvel slots were released prior to the Playtech versions. These have been very popular with our players and we are proud to offer them.

- We do intend to offer these in all currencies. There was no intention to blame anyone else here or restrict access via country. Essentially there are 5 games out of the hundreds we offer where your currency choice will restrict you, and we are looking to resolve this.

Regards,
Derek

It may only be 5 games, but it seems to be the very 5 that "everybody wants to play" that are affected.

Surely you don't expect customers to understand WHY their currency doesn't work, because there is no reason for this, it's all just NUMBERS IN SOFTWARE, the software doesn't care whether these numbers equate to dollars, Euros, Pounds, Camels, Goats, or Seashells - it's all the same to a computer. Currency ONLY becomes relevant when money moves between the software gaming environment and into the banking environment, where the numbers have to be converted back into the currency the original deposit arrived in before being paid out to the player. THIS is the understanding players have, and is also what we are told by operators in the same breath they use to assure us the games are random, and don't take account of past wins and losses, or whether we are using a high value currency, or beans.

Excluding a currency is the SAME as excluding a country that uses that currency, whether intended or not.

Given that this turns out to be a known issue, it's hardly impressive that not only didn't CS know, but that they were unable to find anybody who DID know.
 

skiny

Banned User - violation of <a href="http://www.cas
Joined
Oct 30, 2008
Location
Canada
Given that this turns out to be a known issue, it's hardly impressive that not only didn't CS know, but that they were unable to find anybody who DID know.

I knew.

I told them the currency was the problem the first time the box popped up. When the error ends in CAD it's pretty obvious.

But then I was told they have many Canadian players that don't have these problems.

The confusing part is that there are tabs on the website and when you click the games tab you see a bunch of game icons. I have seen similar links before where the "games" link was a link to show what games were available to play in the casino. What I didn't know was that the games under this tab was NOT the casino games. It was a whole other section separate from the casino requiring it's own wallet.

A header at the top of each page explaining this would be nice. And a warning that only some currencies can be used while playing some games.

I did get a 10 dollar bonus for my 3 hours of trouble figuring all this out. And a message telling me that support went to "great lengths" to assist me. (with a problem they should have all known about long before I got there.)
 
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