Casino Complaint Exclusive Casino not abiding by its word

rudy2005

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Hi all. I don't post often but I did want to ask if anyone had any advice for a problem I'm having with Exclusive Casino. I did not see a rep listed on the site nor are they accredited (so I did not PAB) But they are not rogue either. Here is the problem briefly:

They offered a bonus on Thursday Christmas day called Limitlessxmas. Every Thursday prior to that they had a bonus called Limitless with no maximum cashout. I believe they have had this no max bonus every Thursday since then as well. The email said "promotional terms apply" On their website they have terms for regular bonuses and terms for their ' No Limit' bonuses (no maximum withdrawal and usually no playthrough) As it was Thursday and the coupon was very similar in name, I thought it was likely the No Limit promotion rules but just to be sure the terms were the same as the previous Limitless bonuses I went on chat and two of the representatives, Lucas and Sezen, assured me this bonus also had no maximum cashout. I saved the chats. I deposited $60, played slots, and remarkably won $5844. Truly this was a Christmas gift.

They are now saying they will only pay $400 due to a 10x maximum cashout rule. They are not denying I was told there was no maximum. I do not normally play promotions that have maximum withdrawal rules. I like to play up to $1 line when I'm running hot and don't think this is a fair wager with a max cashout. Since I played this promo under the terms I was given I feel they should stand by their word.

Has anyone else had a problem there? Any and all advice is appreciated.
 

mac72

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If you were told by not one,but two reps that there was no max cashout those should be the terms in place and you should be paid.
What is the point of going to clarify something (which i also do often) being told something and then that not being honoured? Either the people that you spoke to were able to clarify the terms (or indeed vary them) or they should of told you just to read the promo as they didn't have the authority to deal with it.
 

bebo67

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Hi all. I don't post often but I did want to ask if anyone had any advice for a problem I'm having with Exclusive Casino. I did not see a rep listed on the site nor are they accredited (so I did not PAB) But they are not rogue either. Here is the problem briefly:

They offered a bonus on Thursday Christmas day called Limitlessxmas. Every Thursday prior to that they had a bonus called Limitless with no maximum cashout. I believe they have had this no max bonus every Thursday since then as well. The email said "promotional terms apply" On their website they have terms for regular bonuses and terms for their ' No Limit' bonuses (no maximum withdrawal and usually no playthrough) As it was Thursday and the coupon was very similar in name, I thought it was likely the No Limit promotion rules but just to be sure the terms were the same as the previous Limitless bonuses I went on chat and two of the representatives, Lucas and Sezen, assured me this bonus also had no maximum cashout. I saved the chats. I deposited $60, played slots, and remarkably won $5844. Truly this was a Christmas gift.

They are now saying they will only pay $400 due to a 10x maximum cashout rule. They are not denying I was told there was no maximum. I do not normally play promotions that have maximum withdrawal rules. I like to play up to $1 line when I'm running hot and don't think this is a fair wager with a max cashout. Since I played this promo under the terms I was given I feel they should stand by their word.

Has anyone else had a problem there? Any and all advice is appreciated.
I just came on here to see what they are all about. I did a ND bonus back last month. I won the max cash out of 100 dollars. I sent everything in they asked for, they sent emails back approving documents. Two weeks go by and I thought hmmm. Still havent heard boo and my account is still in pending state. Now in my mind Im thinking its not about the 100, its about you little buggers are playing games. So I sent a email a couple of days ago, this was my reply........elpdesk <cashier@exclusivecasino.com>
Feb 15 (2 days ago)

to me
Dear jennifer ,

Thank you for your last communication.
I am glad to inform you that your withdrawal should reach your account by the beginning of next week .

I wish you good luck playing and please do not hesitate to contact me again for more assistance.


Should????????? Next week????. lol, really. I went just now and it's still pending. I probably won't see the money, but what if I had deposited? What if I had won shit loads of money?
 

SlotsLover

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I'm having a similar problem at Exclusive Casino (sister to CherryGold and Freespin)

I'm having the same problem with Exclusive Casino, but, fortunately, for much less money than Rudy2005 (below), on that same bonus during Christmas. I had been a very regular player until then, playing the no max cashout bonuses on Thursday and without bonuses on the other days.

For the promotion in question, I have proof in chats and emails that there was no maximum withdrawal. Note that I believe that this casino is a sister to CherryGold and Freespin, both of which I have found extremely honorable in the past, so I am finding the situation a bit remarkable.

Basically I made over $2000 (in $80-$150 or so deposits) and ended with $1500 but they only paid me $590 on an $80 deposit (10x - the $200 bonus). This is after I was told by three different chat operators (Jo, Axel, and Diego) that there was no max withdrawal. They owe me $900. I do not want to give all the details here in case I decide to do a PAB (but they are not accredited) but here is the email I was sent AFTER the chat operator had a day to consult with management about the rules of the LimitlessXmas bonus:

Dear XXXXXXX,

The Exclusive Casino is really happy to contact you today.

Following our chat conversation, here are the 3 things you wanted me to confirm :

- Limitlessxmas does not have any Max Cash-Out

-Limitlessxmass has to be Wagged 30 times

-The Free Spins have to be played 50 times

I hope everything is clear now. I apologize again for this misunderstanding.

Merry Christmas from all of us here.

Best Regards

------------------------------------

Don't you think Exclusive needs to pay me the remaining $900? I continued to gamble big (including getting up to $4000 on my second deposit before going bust) with the understanding (provided by casino) of no max cashout.

Thanks,

SlotsLover



Hi all. I don't post often but I did want to ask if anyone had any advice for a problem I'm having with Exclusive Casino. I did not see a rep listed on the site nor are they accredited (so I did not PAB) But they are not rogue either. Here is the problem briefly:

They offered a bonus on Thursday Christmas day called Limitlessxmas. Every Thursday prior to that they had a bonus called Limitless with no maximum cashout. I believe they have had this no max bonus every Thursday since then as well. The email said "promotional terms apply" On their website they have terms for regular bonuses and terms for their ' No Limit' bonuses (no maximum withdrawal and usually no playthrough) As it was Thursday and the coupon was very similar in name, I thought it was likely the No Limit promotion rules but just to be sure the terms were the same as the previous Limitless bonuses I went on chat and two of the representatives, Lucas and Sezen, assured me this bonus also had no maximum cashout. I saved the chats. I deposited $60, played slots, and remarkably won $5844. Truly this was a Christmas gift.

They are now saying they will only pay $400 due to a 10x maximum cashout rule. They are not denying I was told there was no maximum. I do not normally play promotions that have maximum withdrawal rules. I like to play up to $1 line when I'm running hot and don't think this is a fair wager with a max cashout. Since I played this promo under the terms I was given I feel they should stand by their word.

Has anyone else had a problem there? Any and all advice is appreciated.
 

t4llek

Full Member
Joined
May 31, 2013
Location
portugal
I have a question is in their terms anything related to that promo? especially the no max cash out, if not i highly doubt you will get paid the rest. They can allways say an operator was wrong to give u that info/email.
 

SlotsLover

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I have a question is in their terms anything related to that promo? especially the no max cash out, if not i highly doubt you will get paid the rest. They can allways say an operator was wrong to give u that info/email.
Well, they have terms for both no max and for "standard" bonuses in their Terms and Conditions. But what you say is exactly the point: is it reasonable for them to say "operator wrong, sorry?" I think not. I gambled under the terms THEIR CASINO REPRESENTATIVE told me. Not one representative, but THREE (not that this should matter). And, I have an email from them, the day after CONFIRMING the rule. So, basically they allowed me to play over $2000 in deposits after informing me of the rule and then don't want to abide by what they say.

It's cheating because my method of play has horrible expected value (way worse than standard house edge) with a 10x max cashout (7.5x the odd way they pay). That's why I played there without a bonus except for when they had a no max cashout offer.
 

SlotsLover

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PAB

I'm not going to be posting any more on this. I'm going to submit a PAB and I'm very hopeful of a successful outcome.
 

rudy2005

Full Member
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Joined
Aug 28, 2005
Location
Los Angeles
PAB

Thanks for your input. Since of all Exclusive's operators - or at least 5, how many do they have? were giving the terms we were both given I don't see how they can justify their position not to pay. I will also do a PAB. I have substantially more at risk - $5800. I appreciate the information you have provided.
 

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