Interwetten confiscating winnings

Like I said, they are claiming that there was a technical malfunction and that it was reported to their licensing agency immediately when it was discovered. Technical problems void the bonus winnings - I'm just telling you how it is. I don't work at Interwetten, so I can't tell you what they were thinking when they wrote their terms.

Like I said earlier, I'll forward the PABs that Max has to the LGA. My advice would be to follow up on your own with this. The LGA is aware of this situation.
 
Like I said, they are claiming that there was a technical malfunction and that it was reported to their licensing agency immediately when it was discovered. Technical problems void the bonus winnings - I'm just telling you how it is. I don't work at Interwetten, so I can't tell you what they were thinking when they wrote their terms.

Like I said earlier, I'll forward the PABs that Max has to the LGA. My advice would be to follow up on your own with this. The LGA is aware of this situation.

In this case, ANY player, win or lose overall, who made a bet containing ANY amount from this erroneously credited bonus should have their play rolled back, BUT, players who NEVER used any part of the bonus should merely have the amount of the BONUS removed from their account, and recalculated as if it had run as intended by management, and not as believed by some players due to the stilted terms & conditions.

So far, it seems they have selectively voided overall profit from WINNING players, but have kept losses from those players that suffered an overall loss. Worse, they made a profit the PREVIOUS week, and I bet they have kept this.

Of interest would be the date and time of when they DISCOVERED the problem, did they allow the event to continue beyond this, while behind the scenes they were constructing and sending their report of to the LGA.

Whatever LGA decide, the casino has dealt a blow to the relationship of trust with it's players, and probably to those new players it might have recruited.
 
There is no malfunction. The system did exactly what they told it to do. Chartwell software, which they use, operates like this. Betfair had a very similar promotion.

There is absolutely not, categorically not, any malfunction.


The only error is the incompetent casino managers who don't understand basic mathematics. That is not the same as a malfunction.

It is not a malfunction when a slots player plays penny slots with a 15% edge until he has lost 10k. He can't ask for a refund, he can't say he had a 'technical reason' (i.e. stupidity), and didn't realise what he was doing, and neither can a professional, multi-million annual profit casino that expects players to entrust them with their personal details, bank account records, and potentially thousands of euros of their cash. They CANNOT welch on its bets on the basis that 'our promotion was not profitable for us'.

I believe this sums up the situation pretty good. The malfunction excuse is BS. Maybe the manager made a configuration mistake for the bonus within the software. But this is not malfunction and therefore the T&C can not be used.

They lost money on the promotion and now they are doing a kind of opposite 'chargeback'. They behave excactly the way lousy players do. After the first week they won money and it was not a problem.. But then the following week the players won (I guess) and then it is suddenly a malfunction.

The manager is clearly not mentally gifted in anyway, but he makes a huge mistake believe that also is the case for all the players. This in fact has happened so many times before, namely that the casino management underestimates the intelligence of the players.
 
I would also be interested in a contact for the LGA. Will probably just state my case and refer them to this thread for the argument against Interwetten's statements. No point me re-hashing the already very strong and valid arguments that have been made by the posters on here.
 
......they are claiming that there was a technical malfunction and that it was reported to their licensing agency immediately when it was discovered. Technical problems void the bonus winnings - I'm just telling you how it is.

This is an important aspect of this matter and since I am involved in this mess I will offer my further opinion. To quote yet again the offending T+Cs:

"Interwetten may cancel, terminate, modify or suspend the promotion or these terms and conditions at any point and for any reason, including for technical reasons such as and not limited to computer viruses, bugs, tampering or technical failures."

These T+Cs do not convey any entitlement for the Casino to recover liabilities in any retrospective sense whatsoever. They merely empower the Casino to bring an end to the promotion "at any point" other than the advertised and anticipated close. You would be challenging the rational mind to argue that "at any point" could be applied at some point in the historical past.

Furthermore, should the Casino seek to exercise the rights conveyed by the T+Cs above it seems reasonable to me that the Casino is obliged to communicate it's decision first and foremost to affected Players, or indeed, Players who may subsequently be affected by that decision.

This could have been accomplished, at least in part, by a corresponding notice posted to the web site. This was not done. Apparently the LGA was advised but the priority must surely have been to those affected by the decision to cancel said promotion (Players) rather than some regulatory authority that takes 8 weeks to stir.

To recap my own Interwetten situation. I played and lost my deposit of 50 euros in quick order (wagering just over 150 euros). Unlike others my play (losses) were not immediately or subsequently rewarded with any type of cash-back.

If the Casino is claiming that all bonus play on this day is void then I am owed 50 euros. If the promotion had come to an end at the time of my play then just how was I to know? I would not have otherwise deposited and played if not for the promotion.

A couple of days later I did deposit without a bonus, played, won and withdrew. My account was then locked without explanation.

Like others all my emails seeking explanation and whereabouts of the promotion funds have been ignored. I concur with previous comments that this level of stonewall communication from Interwetten exposes the level of integrity practiced by this organization.

The LGA should act and enforce the regulations.

.
 
Like I said before, I did make profit without a bonus on the second week and I was able to cash this out, after my account was unlocked. It would appear (though could be wrong) that if you played and lost on the second week with money that was already in your account then your balance was restored to what it was before.

May I say how crassly unprofessional and incompetent Interwetten have been about the issue: the way they only notice that they have had a promotion that works differently to how they intended after the second week it has run; the way they ignore all emails from players about the issue. These things alone deserve a slap from their regulators.
 
i am still a bit confused over what action I need to be taking here

If i need to contact the LGA then please can you provide (by PM if necessary) contact names and perhaps reference numbers so that they can find my complaint.

thanks
 
I have given all the info somewhere in this thread, so has maxd. Please take some time to check

Apologies for not making myself clear., I did see the generic information but given that Bryan has said that he has passed this on, I did not want to open a separate compalint to them but instead wanted to link any communication I do send to what Bryan has already told them.
 
Go ahead and lodge a complaint at Malta - even though these are being passed on, this is more or less an FYI for them. Most entities like this cannot deal with player issues unless the player submits a complaint him/herself.
Link Removed ( Old/Invalid)
 
did as advised but haven't heard a dicky bird since submitting it two weeks ago --- how long before i should expect a response?
 
Duncan Disorder said:
I have heard nothing from anyone about this since I emailed the LGA. Anyone else?

I'm contacting their CEO and forwarding your complaints to him (4).
 
LGA's CEO has informed me that their customer support team is already investigating this incident and should be able to reach a verdict soon.
 
while they did say "one of the following days" they paid in the first week in real-time and did not revoke that. so they must have meant to pay in real time until they realized how dumb that is.

yes it does matter when they give it back to you, because it construes differently. if i make clear the day by saying to you "tomorrow, i will give you $10 for every $100 that you lose today", it sounds a lot more like you get the money based on the end balance.

now the hypothetical, i play 4 hands of $100 each at blackjack. i lose two hands and win two. overall i break even. in real time i lost 200 and won 200. am i owed $20 at the end of the day? or did i break even and lose 0, therefore am owed no cashback?

bonus crediting in real time means something different than cashback on losses, it means essentially a 10% comp rate on all losing bets. all winning bets don't earn get cashback but win, and losers only lose 90% of the investment due to the cashback. almost every bet in the casino becomes positive expectation.

what casinomeister is saying is "way to go guys, you clever buggers solved a stupid bonus and i'd love to see you get paid because of their fault, but please realize they were out of their minds to offer it and you shouldn't be surprised they try to whine out of it". i can't blame you all for working it though. they made it up and crafted it to work how it worked, their bad for offering such a deal to the players.

and meister also highlighted the closure of the monthly bonus at interwetten, where they got featured on bonuswh0ring sites and began losing money to savvy players. and likewise they retro-voided the bonus in its final month. so it makes sense that their response is "we don't look into our promotions until we see an overall loss from it". i say roguedom is in order.

players, you had no reason to think anything amiss, as it was playing out strictly how the words said. you have a point that the "following days" ought to have been listed, but strictly speaking "on one of the following days" could means one day following the promotion. but in that case it makes no sense that it was credited the same day, live to your accounts. and truthfully, you had to see it for what it was, and realize this was not the standard cashback offer you'd expect to get from a casino. but i can't fault you for jumping on it, as you would a tenner you find in the parking lot.

i can fault you for even playing there to begin with, but it's possible you didn't know any better. they aren't highest-order crooks (til now) but definitely quite sketch. and one thing i will say is that if you know you were heading there exclusively to wh0re that promo, please don't cry or be bitter if the meister can't get your money back. you're in the right, but life's not fair sometimes. and at least you're martyrs for the cause; once they get rogued it will help people to steer clear, should they stay in business.

i agree with post #2, RIP interwetten, they did a runner and will in all likelihood fold up shop and go launder their assets in bolivia or something.

:thumbsup:
 
^^ not sure i agree with everything you say there, but I do agree that they should be rogued over this issue to alert other players to the risk of not getting paid by this bunch of crooks.

And with regards to going there just for this bonus, i have been a player at IW for 18 months now, and although I have regularly had certain hassles with them, typically over withdrawals, withdrawal costs ,withdrawal times and withdrawal methods, but I never had cause to believe that they would totally stiff me --- until now.


Problem soon to enter it's third month - hoping for a resolution soon
 
Keep in mind that this Interwetten stuff is now in the LGA's hands. Whatever happens next on this will come from them.
 
LGA's CEO has informed me that their customer support team is already investigating this incident and should be able to reach a verdict soon.

do we have any idea of when "soon" is? that's another 3 weeks gone and it appears nobody has heard a single thing from either the LGA or Interwetten. based on this the LGA appear to have no power to resolve anything at all. it would be nice for Interwetten's CEO or anybody from the LGA to have the courtesy to give us an update on this if it truly is being dealt with.
 
I agree. What is normal in these cases? I am not altogether convinced that the LGA are treating this matter seriously. Have they made up their mind already and are just ignoring the players?

The LGA are regarded as a trustworthy name in Internet gambling. This performance does not instil confidence.
 
I agree. What is normal in these cases? I am not altogether convinced that the LGA are treating this matter seriously. Have they made up their mind already and are just ignoring the players?

The LGA are regarded as a trustworthy name in Internet gambling. This performance does not instil confidence.

I am having to agree with this. It appears that nothing will come of this, players are completely in the dark about what, if anything, is happening. If this is "normal", then it hardly inspires confidence that the LGA have player's interests high on the agenda.
This will serve to undermine their credibilty, and will devalue their value as perceived protection for players from industry rogues. I seem to recall Kahnawake going down the same route when it came to dealing with player issues, and their credibility has been steadily eroded, and only now have they decided to change after the UK Gambling Board rejected their application for a place on the Whitelist, a rebuttal that could cost them a lot of future revenue (strangely, that is what seems to have got their attention, although many still think they haven't done enough given their handling of the Absolute Poker scandal).
 
Thanks for the effort you have put into this Bryan, it is appreciated.

I was one of the players who suffered a locked account and the removal of considerable funds. What is so annoying that our case just goes unanswered. Lots of players have submitted details to the LGA and heard absolutely nothing. If they held an proper and full investigation and found in favour of Interwetten it would at least be easier to accept. I mean if this went before Aldernay say and they found in favour of the Casino you would at least feel that due process had taken place and that the issue had been looked at from a legal perspective and a judgement made.

The Malta LGA are in very hot water with a Sportsbook called Betchance who owe large sums to players. This has gone on for over six months now and Betchance is still in business taking peoples bets dispite the unpaid players.

If the LGA can't even deal with Sportsbooks who don't pay then I have very little confidence in any Casino in their jurisdiction. I am not saying all Malta casino's are bad but if you do get a problem it seems you are playing in a totally unregulated area - which is dangerous for players.
 

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