Casino Complaint Help / Advice - 5% loss on Withdrawals

EngrishJonny

Banned User
Joined
Jan 19, 2019
Location
BC
So I find myself in the following situation and I would really like to know if this is even allowed; does it go against any gaming laws; and what is any recourse do I have when said casino does not see this as an issue ….

For now I won’t name the casino -

I am located in Canada, I have an account with this Casino, that account is in CAD dollars; I send funds in CAD dollars either directly interac or via the wallet “muchbetter”.
Casino claims no fees on withdrawals.

If I win and the last deposit was the wallet, I have to withdraw via the wallet. And same if last deposit before withdraw is interac have to withdraw that way (think that somewhat standard)

Here is where the problem lies - when I withdraw - CAD dollars - to the wallet - the casino sends Euro’s - so the wallet exchanges into CAD so my $2000 withdrawal becomes $1900; $8000 becomes $7500. Basically 5% handling fee

(Other casinos - Have paid the wallet in CAD and if I withdraw $5000 I receive $5000)

Casino has told me fundamentally to pound sand and that’s the way it is , I should blame the wallet for the fees and there decision is final they will do nothing ……..

(if they paid the wallet the correct currency this would not be an issue)

So anyone know legalities or actions I can take ??
 

me_and_ed

Paleo Meister (means really, really old)
CAG
MM
Joined
Jun 2, 2006
Location
Vancouver
So I find myself in the following situation and I would really like to know if this is even allowed; does it go against any gaming laws; and what is any recourse do I have when said casino does not see this as an issue ….

For now I won’t name the casino -

I am located in Canada, I have an account with this Casino, that account is in CAD dollars; I send funds in CAD dollars either directly interac or via the wallet “muchbetter”.
Casino claims no fees on withdrawals.

If I win and the last deposit was the wallet, I have to withdraw via the wallet. And same if last deposit before withdraw is interac have to withdraw that way (think that somewhat standard)

Here is where the problem lies - when I withdraw - CAD dollars - to the wallet - the casino sends Euro’s - so the wallet exchanges into CAD so my $2000 withdrawal becomes $1900; $8000 becomes $7500. Basically 5% handling fee

(Other casinos - Have paid the wallet in CAD and if I withdraw $5000 I receive $5000)

Casino has told me fundamentally to pound sand and that’s the way it is , I should blame the wallet for the fees and there decision is final they will do nothing ……..

(if they paid the wallet the correct currency this would not be an issue)

So anyone know legalities or actions I can take ??
Yes, you are losing on internal fees and the banks exchange rate as opposed to spot rate, this used to happen to me ages ago, I think it may have been Energy or Comeon casino.
 
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EngrishJonny

Banned User
Joined
Jan 19, 2019
Location
BC
Yes, you are losing on internal fees and the banks exchange rate as opposed to spot rate, this used to happen to me ages ago, I think it may have been Energy or Comeon casino.
I pay CAD, everything I view on account is CAD, and CAD is on my wallet but I’m on the hook for the casino - wallet conversion? I don’t think it’s right ;
 

me_and_ed

Paleo Meister (means really, really old)
CAG
MM
Joined
Jun 2, 2006
Location
Vancouver
I pay CAD, everything I view on account is CAD, and CAD is on my wallet but I’m on the hook for the casino - wallet conversion? I don’t think it’s right ;
Nobody said its right, its just how some casinos process, I would play elsewhere, I have not seen conversion like this in quite some time and doesn't happen where I play, all my accounts are CDN with the exception on Everum, that is USD and I get paid in USD.
 

EngrishJonny

Banned User
Joined
Jan 19, 2019
Location
BC
Well Playing elsewhere or not this week alone I got stiffed out of approx $460 in fees; and if I can find a precedent I may be able to get older amounts - I’m not wealthy enough to walk away from that kind of $$

Also not sure if you scanned over this but my account is in CAD; and every transaction I do is in CAD ; and my account Only shows CAD - it’s just the casino took my withdrawal request exchanged to Euro sent to wallet where everything is CAD and had to convert it back and I have zero say in the matter till after the fact …
 

EngrishJonny

Banned User
Joined
Jan 19, 2019
Location
BC
If you deposit and play in CAD, you should be paid in CAD or at least reimbursed for your losses. If you win $100, you should get paid $100 imho.
I would of thought there has to be some rule/law stating that I’m not fiscally responsible for movement of funds outside my control and fees incurred and especially as site states “free withdrawal”
!! Oh the irony
 
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