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ECOGRA- my complaint case

No updates as of yet, I have however submitted a data subject access request and also took a note of the casinos terms and conditions just incase they change them! In the meantime I have emailed ecogra and proposed a solution that I think bodes quite well, £10,000 paid to me in cash for compensation and a further £10k credited to my gambling account with 10x wagering, then if they do that the complaints over and done with and I said it would restore my faith in the casinos operations, I'm not really sure about this ecogra because they have not been replying to any of my emails, and iv sent alot. Is this normal? For them to be so "distant"

I want to believe all is being done to really help me out here and I get it is Christmas but why have a phone line if they never answer it? I just want to actually SPEAK to someone about all of this at ecogra really to just get my point across so that they really understand. What iv offered is a resolution is fair I think. 10k comp, 10k as a bonus. Then I'll be there customer again, I even emailed the CEO of the company too. I'm getting very impatient and the not knowing is killing me. I just want it to be over with. Anyone had dealings with ecogra think it's normal for the lack of communication? Only email iv gotten is the complete case file notification.

Any advice is appreciated
 
silentryan7 said:
No updates as of yet, I have however submitted a data subject access request and also took a note of the casinos terms and conditions just incase they change them! In the meantime I have emailed ecogra and proposed a solution that I think bodes quite well, £10,000 paid to me in cash for compensation and a further £10k credited to my gambling account with 10x wagering, then if they do that the complaints over and done with and I said it would restore my faith in the casinos operations, I'm not really sure about this ecogra because they have not been replying to any of my emails, and iv sent alot. Is this normal? For them to be so "distant"

I want to believe all is being done to really help me out here and I get it is Christmas but why have a phone line if they never answer it? I just want to actually SPEAK to someone about all of this at ecogra really to just get my point across so that they really understand. What iv offered is a resolution is fair I think. 10k comp, 10k as a bonus. Then I'll be there customer again, I even emailed the CEO of the company too. I'm getting very impatient and the not knowing is killing me. I just want it to be over with. Anyone had dealings with ecogra think it's normal for the lack of communication? Only email iv gotten is the complete case file notification.

Any advice is appreciated
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I know that this must be frustrating for you and that you want answers, but you need to step back and wait for ecogra to make a decision. I belive their normal time frame is up to 90 days for an ADR (it may have changed). Emailing the CEO of the company etc., especially when you have filed a dispute will probably get you nowhere.

I also don't really understand why you have put that proposition forward (or why the casino would accept it). To me (just my opinion), the dispute will determine whether the casino owes you £121k or nothing. I don't think that eCOGRA can put your proposed offer to the casino, especially when it has not been decided yet whether the casino owe you the full amount or not.

Not sure why you would think that noting the T&C's would make any difference in the case as it's not a condition that has been broken

As hard as it is, you just need to try and chill and await a response. At this time of year, I would be surprised if you heard anything back until mid-Jan at the earliest.
 
andysbetting1187 said:
I know that this must be frustrating for you and that you want answers, but you need to step back and wait for ecogra to make a decision. I belive their normal time frame is up to 90 days for an ADR (it may have changed). Emailing the CEO of the company etc., especially when you have filed a dispute will probably get you nowhere.

I also don't really understand why you have put that proposition forward (or why the casino would accept it). To me (just my opinion), the dispute will determine whether the casino owes you £121k or nothing. I don't think that eCOGRA can put your proposed offer to the casino, especially when it has not been decided yet whether the casino owe you the full amount or not.

Not sure why you would think that noting the T&C's would make any difference in the case as it's not a condition that has been broken

As hard as it is, you just need to try and chill and await a response. At this time of year, I would be surprised if you heard anything back until mid-Jan at the earliest.
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Yeah your right, I'll just wait from now on and let them do there thing, cheers mate
 
Who's got bets on for today? I have a few on.
 

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Well guess what people, God must be looking out for me, iv just had a 10k win, an it's legit this time it dropped into my balance, playing blackjack. Withdrawals been made, just a waiting game now for it to reach my account. Not a bad way to end the year! Be even better if I get compensation from that other gambling company too!!!

Happy Christmas people. <3
 
Not taking any sides on this, just merely a thought.

If with the 19k you gambled (on the strength of the believed win). Had you hit a lucky streak and won 50k (hypothetically), and been paid that 50k, would you still be seeking compensation as well?
 
snorky510238 said:
Not taking any sides on this, just merely a thought.

If with the 19k you gambled (on the strength of the believed win). Had you hit a lucky streak and won 50k (hypothetically), and been paid that 50k, would you still be seeking compensation as well?
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It's not about that, it's the principle of it all. You tell a customer they've won a fortune and they're 100% going to get it then I'd expect nothing less. Even though iv won more, I still incurred great psychological stress and financial harm due to this so yes I would be. It's all about principle.
 
I'm still awaiting information from ecogra, I got my DSAR through from the company with all the evidence I need, they forgot to add in all call records though, no audio files were added. So iv contacted the team again to get those. I sure hope ecogra get back to me soon as in 12 days it will have reached the 60 day mark. It can take upto 90 days tho so I just need to be patient. This is killing me!
 
Just a mere thought here, eCOGRA have requested further information (that the operator hasn't already handed over) which is basically all the account details and chat logs and call records so why are they asking for more information now? Seems intriguing to me. I don't know if it's a good or a bad thing. I guess time will tell. Anyone have any thoughts on this?

I got my DSAR through and I found all the chat logs where one advisor tells me that I don't need to worry iv 100% won the 121k and got congratulations and all that but it was 3 different times and it was the same guy, telling me over and over and told him I had doubts and anxiety over all this, said there was no need to worry so he had PLENTY of opportunity to fix his mistakes, 3 different conversations for him to simply check my gaming history. The utter lack of common sense from one person, so not only is it a system error for sending out the wrong win figure in the email it was human error also. So what are my chances of getting compensation for that? And the fact I have mental health problems which have worsened because of this. And the fact I lost 19k in one month after being told I won. Would almost encourage you to gamble getting that kind of email saying you've won 6 figures from a regulated legit casino. I can't name it yet but I will once it gets resolved and let you people know if it was made right or not.

Any advice, thoughts are welcome.
 
silentryan7 said:
And the fact I have mental health problems which have worsened because of this. And the fact I lost 19k in one month after being told I won. Would almost encourage you to gamble getting that kind of email saying you've won 6 figures from a regulated legit casino. I can't name it yet but I will once it gets resolved and let you people know if it was made right or not.

Any advice, thoughts are welcome.
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OK - you asked for it.
To be brutally honest, I think you have a SERIOUS gambling problem and should urgently seek professional help.

No matter that you were assured several times that you have won this £121K, surely you would know HOW you won it?
It seems from your posts that you have no idea.
And then to go and spunk away a HUGE £19K before you've got your pay-out is just crazy.

Probably not what you wanted to hear, but I seriously hope you take some action to get this under control and I only wish you the very best.

KK
 
Never trust anything before the money actually hits your bank account. And even then you should still be suspicious if you have no clue about how you won over 100k. Could very well be some kind of scam where they're using your bank account to store stolen money or whatever.

This whole thing seems like something straight out of a Hollywood movie.
 
I don't have a serious gambling problem, I have a trust problem. If you guys knew the casino and seen all of the evidence I have, your opinions would be different. It's almost unheard of but what I'm telling you all is the truth.
 
KasinoKing said:
OK - you asked for it.
To be brutally honest, I think you have a SERIOUS gambling problem and should urgently seek professional help.

No matter that you were assured several times that you have won this £121K, surely you would know HOW you won it?
It seems from your posts that you have no idea.
And then to go and spunk away a HUGE £19K before you've got your pay-out is just crazy.

Probably not what you wanted to hear, but I seriously hope you take some action to get this under control and I only wish you the very best.

KK
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I got Trips in blackjack about 4 or 5 times in a short space of time. So I thought I'd won it in a competition or something like that. It's easy for you to sit and say that but you weren't there, you don't know what casino it is, you haven't seen the overwhelming evidence. So your opinion on the matter does not help.me whatsoever. And with all due respect, its not your place to tell me I haveca gambling problem when I was literally told not to worry at all I'm 100% getting the money. Like I said I will update this post with all the evidence I have once it's concluded.
 
Besides the 19k I lost was all winnings from different sites, so it wasn't as if I gambled my fucking inheritance. I thought I was just very lucky. And fir a well known accredited casino to tell you that you've won a fortune, give you an email, contact live chat and it's also confirmed by them, makes you care less about the money you have in the bank currently. Wasn't the smartest idea but hey what's done is done. I gave away alot of that money to those in need, my family and friends and gambled around 10k. So it's not like I blew the whole lot on gambling. Even if I did blow the lot on gambling that's my choice. Its my money at the end of the day and it's easy for you to sit and judge. But you were not there, you didn't speak to the same advisor who says. Not to worry at all I'm ? going to get the money.

Judge all you want. It don't faze me. In the slightest.
 
KasinoKing said:
OK - you asked for it.
To be brutally honest, I think you have a SERIOUS gambling problem and should urgently seek professional help.

No matter that you were assured several times that you have won this £121K, surely you would know HOW you won it?
It seems from your posts that you have no idea.
And then to go and spunk away a HUGE £19K before you've got your pay-out is just crazy.

Probably not what you wanted to hear, but I seriously hope you take some action to get this under control and I only wish you the very best.

KK
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Iv forwarded all the information and proof I have in a private message, maybe once reading all the evidence you will understand.
 
silentryan7 said:
Iv forwarded all the information and proof I have in a private message, maybe once reading all the evidence you will understand.
Click to expand...
I have never for one moment doubted what you were saying - I didn't need proof.

But you asked for "thoughts" and so I gave mine.
My opinion is that it was reckless to lose such a huge sum before you got the winnings in your bank.
Your average gambler probably doesn't lose anywhere near £19K in a year, let alone a month, but of course I know different people have difference financial circumstances. Some people don't even EARN that much in a year!

I hope that eCOGRA finds in your favour :thumbsup:

KK
 
KasinoKing said:
I have never for one moment doubted what you were saying - I didn't need proof.

But you asked for "thoughts" and so I gave mine.
My opinion is that it was reckless to lose such a huge sum before you got the winnings in your bank.
Your average gambler probably doesn't lose anywhere near £19K in a year, let alone a month, but of course I know different people have difference financial circumstances. Some people don't even EARN that much in a year!

I hope that eCOGRA finds in your favour :thumbsup:

KK
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I earn less than 19k a year. So you can tell why this means so much to me. Thank you
 
It’s hard to pass judgment without knowing the full story but you haven’t posted any transcript of the many conversations, that say you won that amount. (You could edit if you don’t want to name and shame).

You earn less than 19k a year, yet gambled that much away, in a month, but are adamant that you don’t have a gambling problem.

The bit I don’t get, is that you said yourself, you were very sceptical about how you had won that money and even more concerned that you wouldn’t get it. With this in mind you still decided to gamble away 19k.
 
It's easy for all of you to judge and say what YOU would have done differently. Your not me. You didn't get the messages. You never got the email. I have sent all the evidence I have to some people via private messages. I'm not doing it again until the outcome happens. Iv told you what was said in the live chat transcripts. He said I had 100% won the 121k. And I said I had anxiety with all this, but he said there was no need to worry. That I would get it. Can't be anymore clear!
 
snorky510238 said:
It’s hard to pass judgment without knowing the full story but you haven’t posted any transcript of the many conversations, that say you won that amount. (You could edit if you don’t want to name and shame).

You earn less than 19k a year, yet gambled that much away, in a month, but are adamant that you don’t have a gambling problem.

The bit I don’t get, is that you said yourself, you were very sceptical about how you had won that money and even more concerned that you wouldn’t get it. With this in mind you still decided to gamble away 19k.
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I spent 9k, on friends and family. I gambled 10k. Anyway what I do with my money is my choice factvremains I was promised 121k never got it therefore that's damages. Plain and simple as that.
 
If I want to high stakes gamble and have fun I will. Its my money and its up to me what I do with it. Feels like some of you are just plain jealous iv won money and yes gambled majority of it away but I had fun and enjoyed myself. That's what gambling is about. I'm just back from Amsterdam after my recent legit 10k win. Went to the casino there, had fun. Although I had fun and enjoyed myself at the time, I'm not enjoying being promised a 6 figure sum then to be told I'm getting nothing, if this was the national lottery it would be a different story, I'd be getting compensation. Fact!
 
silentryan7 said:
It's easy for all of you to judge and say what YOU would have done differently.
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You posted your story in a public forum and asked people here for advice. Of course you are going to get judged. What else were you expecting? Many of us would not have acted as you did, in what we feel is a reckless way. Especially considering you had no idea what the win was for.

I don’t think you’re getting what you want from this thread so perhaps it’s time to stop? You are clearly getting very agitated which is not helping you nor your cause.
 
satchnz said:
You posted your story in a public forum and asked people here for advice. Of course you are going to get judged. What else were you expecting? Many of us would not have acted as you did, in what we feel is a reckless way. Especially considering you had no idea what the win was for.

I don’t think you’re getting what you want from this thread so perhaps it’s time to stop? You are clearly getting very agitated which is not helping you nor your cause.
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I agree on the last part. Maybe I should just put this to a stop. I'm agitated because of what the company has done and they shouldn't get away with this. It's as simple as that. People can think what they want. There are some here that do generally wish me the best, despite what I did or should have done. So I owe it to them to give the case outcome, as this case might help others who are in the same situation as me. As I couldn't find anything or anyone else in my position. Like someone said it's something out of a movie. But it's all fact. When I asked for thoughts I meant on my case outcome, not my gambling which is no one's business but my own. I won't be judged for spending money that's mine and I don't need to hear some people don't even earn 19k in a year. It's not my fault the world is poor. So I'm keeping my account open and will continue to post updates to those who want to hear it. Hey if I get a decent settlement I will even do a giveaway to the people of this forum. To use fir whatever purposes they want. If they wanna gamble then that's fine I'm not a judge and I really want to do some good with this money
 
Do you know what, fuck it. So far nothing has happend with ecogra but I'll show you the email I got, blocking out the operators name. Then the chats to follow
 

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And here is one of the live chat transcripts with a few edits.
 

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silentryan7 said:
Do you know what, fuck it. So far nothing has happend with ecogra but I'll show you the email I got, blocking out the operators name. Then the chats to follow
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To be honest, I don't think you really have much of a case anymore. The email does state that you won the money, but it is also caveated with the term that you will only receive your withdrawal when all of the checks have been passed. One of these checks will be "did you legitimatley win the money", which if you are honest is a no (or at least you have no reason to think you have won something big like a jackpot round)

The same for the chat log - depending on how you read it, the customer service agent is quite clear that you need to wait for a call from the team who will be in touch to confirm everything.

I don't see eCOGRA siding with you on this and I don't think that your evidence (email and chat logs) will be enough to sway them into paying you out 121k (or any part of that). I genuinly hope I am mistaken, butI don't think you will get anything as those documents show clearly around additional checks which they will say was an admin error etc.
 
andysbetting1187 said:
To be honest, I don't think you really have much of a case anymore. The email does state that you won the money, but it is also caveated with the term that you will only receive your withdrawal when all of the checks have been passed. One of these checks will be "did you legitimatley win the money", which if you are honest is a no (or at least you have no reason to think you have won something big like a jackpot round)

The same for the chat log - depending on how you read it, the customer service agent is quite clear that you need to wait for a call from the team who will be in touch to confirm everything.

I don't see eCOGRA siding with you on this and I don't think that your evidence (email and chat logs) will be enough to sway them into paying you out 121k (or any part of that). I genuinly hope I am mistaken, butI don't think you will get anything as those documents show clearly around additional checks which they will say was an admin error etc.
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I guess the moral of the story is never get your hopes up and you'll never be let down. That's just one chat transcript, I have more where I specifically ask ? are you sure iv won that, and he says yes. But I would get a timeframe in the phone call. But thanks for setting my expectations I guess.
 
And I said before I got Trips in blackjack several times in a row.... that doesn't happen often. And I had those side bets on... so I could have won a jackpot in blackjack you just never know
 
silentryan7 said:
And I said before I got Trips in blackjack several times in a row.... that doesn't happen often. And I had those side bets on... so I could have won a jackpot in blackjack you just never know
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I understand what you are saying with this, but as with all casinos until the money is in your account, therer are always ways they can get out of it and this is looking more like an admin mistake on their part (will probably gibe you 50 free spins on starburst for compensation)

Don't get me wrong, I can 100% understand why you wouldspend some of the money (if I won 121k, I am probably going to spin off 20k of it) and I would be arguing/exploring all avenues to try and get the money out of them but I just can't see eCOGRA siding with you on this one. Really do hope I am wrong.
 
andysbetting1187 said:
I understand what you are saying with this, but as with all casinos until the money is in your account, therer are always ways they can get out of it and this is looking more like an admin mistake on their part (will probably gibe you 50 free spins on starburst for compensation)

Don't get me wrong, I can 100% understand why you wouldspend some of the money (if I won 121k, I am probably going to spin off 20k of it) and I would be arguing/exploring all avenues to try and get the money out of them but I just can't see eCOGRA siding with you on this one. Really do hope I am wrong.
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Yeah the casino has ceased all communication with me now so only option is ecogra. I said to ecogra I know I'm probably not entitled to the full amount but due to the lack of common sense here I should be entitled to at least a percentage of what's in the email. I suggested 10k cash and 10k as a bonus, then my faith will be restored in the casino and I'd happily be there customer again, because I ain't gonna lie it was an alright entertaining site. I specifically enjoyed there blackjack eclipse, if you get 3 of a kind Jack's it's 250/1 payout. Got it a few times. I hope ecogra see where I'm coming from and recommend compensation as they do give it, if its caused the player stress or made things bad for them. In my case that's a yes but you just don't know really. I pray for Mondays now as that's a day of work.
 
What a weird case. So they officially congratulate you for your win before they've even checked said win. No 121k in your casino balance. Neither player nor casino has any idea how the win came about it seems like.

They should definitely pay you some kind of compensation for all of this. Unbelievable cock up.
 
pekka55 said:
What a weird case. So they officially congratulate you for your win before they've even checked said win. No 121k in your casino balance. Neither player nor casino has any idea how the win came about it seems like.

They should definitely pay you some kind of compensation for all of this. Unbelievable cock up.
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Exactly mate, a bank would offer compensation so why not this company
 
All you will do going to court is spend even more money you don't have and will LOSE in court as well and be even worse off when the people your taking on will get their costs award from you.

Time to let it go as a life lesson, don't spend casino winnings until its physically in your bank account!
 
It's a gamble but if I plead my case right and have a good lawyer then that's a price I'll pay, I'm unemployed have an income of 1200 a month so if it comes to it I'll pay it threw a payment arrangement
 
It's an odd one, had it been me I'd have waited before spending significant amounts, however might have had an extra dabble if I had comfortable, available funds anyway but then there's a risk of chasing, so on that basis should a gambling firm be able to do this [genuine mistake or not] and face no comeback.

You're contacting a gambler to tell him he's come into a lot of money, not just a general member of the public, there should be a 'responsibility' factor I feel.

This kind of thing must happen very rarely and is unusual, but I wonder how a civil law Judge would view it on the basic facts and whether the laws available to him could allow him to rule against the casino. Or apply a reasonable person test, what would they do in this instance - just wait till the money arrived?

I couldn't see it in the posts but if he deposited the 19k with them [after they told him abt the win] that would put it on another level, surely?
 
mack341 said:
It's an odd one, had it been me I'd have waited before spending significant amounts, however might have had an extra dabble if I had comfortable, available funds anyway but then there's a risk of chasing, so on that basis should a gambling firm be able to do this [genuine mistake or not] and face no comeback.

You're contacting a gambler to tell him he's come into a lot of money, not just a general member of the public, there should be a 'responsibility' factor I feel.

This kind of thing must happen very rarely and is unusual, but I wonder how a civil law Judge would view it on the basic facts and whether the laws available to him could allow him to rule against the casino. Or apply a reasonable person test, what would they do in this instance - just wait till the money arrived?

I couldn't see it in the posts but if he deposited the 19k with them [after they told him abt the win] that would put it on another level, surely?
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Common sense would lead you to want to know exactly what the win was for and the OP admitted he had no idea (apart from wildly speculating).

You’d expect the casino would want to offer a token of goodwill for their error, but I don’t know if goodwill can be claimed in court? Either way, those chickens never hatched…
 
Do we even know which Casino it is (can’t remember if it has been named). My point being, are they even in a jurisdiction where they can be pursued? I think this Industry is a law unto itself in the main.

Even if it was possible for you to employ a top lawyer, they will be able to afford and therefore have, the best of the best.

I really do wish you all the best but I would be extremely surprised if it goes your way. Wheels within wheels and all that jazz.
 

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