Bonus Complaint Mr Ringo - Unfair cancellation of bonus

McMaNGOS

#1 Great Blue Shill
PABaccred
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Joined
May 1, 2015
Location
Sweden
So I've had a bit of an iffy experience with this casino, here's how it all went.

On the 11th of May, I deposited €25 to Mr Ringo with a bouns (100%). I played and got some big wins and managed to meet wagering, so a bit later I sent in a withdrawal request for around €600. The day after that, I received a mail requesting documents for verification. Sent those in and by the 13th I was fully verified, and my withdrawal was ready to be paid.

I waited 10 days, still no withdrawal processed, so I wanted to check up on it. I first checked my account, which was useless, as they literally do not show your pending withdrawals in your transaction history. Sent them a mail, got a response saying that they have a technical issue so they can't process withdrawals/deposits at the moment. Fair game.

I wait an additional 6 days, then contact them again to see what's up. The response states that my withdrawal has supposedly been processed by the financial department and is to be paid out "soon". Excellent, I thought, and moved on with my life.

8 days later (that being today), I contact them, asking where my withdrawal is. Some bloke in the live chat assures me that "it will be paid out today". I choose to trust him, then continue waiting. And just a couple of minutes ago, surprise surprise, I get an email! Stating that I broke some bonus rules. The problem being that I played a restricted game (Dead or Alive) and "won" on it (my highest win during the 143 spins I made being a whopping 15x on a .90 cent stake).

The problem here, aside from the absolutely unacceptable withdrawal times, is that their Swedish bonus terms, the ones I were presented with, say NOTHING about excluded games. This information is only present in the English terms and conditions. Of course their main T&C include that sneaky "if we botched up our translation, the English terms are the ones that apply", but this is not a mistranslation, this is a clear-cut lack of crucial information. There is no way that you overlook something as important as excluded games, unless you want to trick your customers into breaking your rules so you can confiscate their winnings. And their claim that I "won" on Dead or Alive is completely bogus. And why would they ban that game if other super-high variance games are supposedly perfectly OK to play with bonus funds (Novo and Merkur slots)?

Reading around on the forum, I see that others have had bad experiences with this site. Now I can tack my own story onto those - please avoid this casino.
 
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colinsunderland

On a Break
Joined
Jan 28, 2016
Location
uk
my thoughts are if the game wasn't mentioned as being excluded in your countries/language T&C then you should be paid. What if you don't speak English, how are you supposed to check then?
 

McMaNGOS

#1 Great Blue Shill
PABaccred
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Joined
May 1, 2015
Location
Sweden
my thoughts are if the game wasn't mentioned as being excluded in your countries/language T&C then you should be paid. What if you don't speak English, how are you supposed to check then?

That's my stance as well. I can certainly understand if something is lost in translation - but if it's straight-up missing information then that's the fault of the casino rather than the player.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
I see you have a pab ongoing or am I misreading that? Otherwise that is what you should have done now.

I was in reading the rules in Swedish and I can confirm there is no rules against playing any games why playing with a bonus. Have anyone found that rule in the English version?

It doesn't look like a relible casino to me.
 

McMaNGOS

#1 Great Blue Shill
PABaccred
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Joined
May 1, 2015
Location
Sweden
I see you have a pab ongoing or am I misreading that? Otherwise that is what you should have done now.

I was in reading the rules in Swedish and I can confirm there is no rules against playing any games why playing with a bonus. Have anyone found that rule in the English version?

It doesn't look like a relible casino to me.

The ongoing PAB is completed, I'm just waiting for Max to close it off. I may start a new one after that if I can't get it resolved by other means. Thanks for the suggestion though :)
 

Tirilej

Still a Lady
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MM
Joined
Apr 18, 2009
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Sweden
The ongoing PAB is completed, I'm just waiting for Max to close it off. I may start a new one after that if I can't get it resolved by other means. Thanks for the suggestion though :)

I checked the English rules and it's in there, doa and other games. They forgot to put it in the Swedish rules and that is of course what should be the rules for this payment. They need to either remove the Swedish version or correct it. This is a clear case and they should pay!

You can only do one PAB at an unaccredited casino...if Max doesn't decide to be nice. That is the rule though so I hope the one you have now was against an accredited site.
 

McMaNGOS

#1 Great Blue Shill
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Joined
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I checked the English rules and it's in there, doa and other games. They forgot to put it in the Swedish rules and that is of course what should be the rules for this payment. They need to either remove the Swedish version or correct it. This is a clear case and they should pay!

You can only do one PAB at an unaccredited casino...if Max doesn't decide to be nice. That is the rule though so I hope the one you have now was against an accredited site.

My last one was for an accredited casino, so it shouldn't be an issue. :)
 

McMaNGOS

#1 Great Blue Shill
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Then do yourself a favour and keep out of places like that. You do seem smart even if you're young ;)

Don't get me wrong, I usually do stick to accredited casinos, but it's very hard to find places that offer Merkur slots, this site being one of the few "reliable-looking" ones that I found. Otherwise I probably would've never played at this casino. :thumbsup:
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
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the bus shelter, opposite GCHQ Benhall
Mr. Ringo's?? Sounds like a gay bar. What group of casinos do they belong to, licenses etc? TBH I have never heard of them.

If they lie about having processed pay-outs then we need to avoid them.
 

hedgehok

Meister Member
mm3
Joined
Jul 30, 2014
Location
Germany
Then do yourself a favour and keep out of places like that. You do seem smart even if you're young ;)

You underestimate your young compatriots. I've rarely seen a Swedish geek on the internet who wasn't smart ;)

Don't get me wrong, I usually do stick to accredited casinos, but it's very hard to find places that offer Merkur slots, this site being one of the few "reliable-looking" ones that I found. Otherwise I probably would've never played at this casino. :thumbsup:

I think you stand a good chance that they will pay you. Tell them about their messed up terms and send them the link to the Casinomeister forum thread. They are pathetic if they are willing to get blacklisted for 600 €.
 

McMaNGOS

#1 Great Blue Shill
PABaccred
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Joined
May 1, 2015
Location
Sweden
Mr. Ringo's?? Sounds like a gay bar. What group of casinos do they belong to, licenses etc? TBH I have never heard of them.

If they lie about having processed pay-outs then we need to avoid them.

They're licensed by the MGA and are operated by "Star World Limited". Seems to be their only outfit. I think the site itself is primarily German-facing, so that would explain why it's largely unheard of.

To be fair, they never really lied about processing my payment, but they were giving very misguiding information about when it was to be paid out (along with cancelling it mere hours after they told me it'd be paid out that day, citing my supposed "bonus abuse"). The complete lack of any transaction history in regards to withdrawals is also quite worrying, there is literally no record available to me that I even submitted a withdrawal.
 

hedgehok

Meister Member
mm3
Joined
Jul 30, 2014
Location
Germany
They're licensed by the MGA and are operated by "Star World Limited". Seems to be their only outfit. I think the site itself is primarily German-facing, so that would explain why it's largely unheard of.

To be fair, they never really lied about processing my payment, but they were giving very misguiding information about when it was to be paid out (along with cancelling it mere hours after they told me it'd be paid out that day, citing my supposed "bonus abuse"). The complete lack of any transaction history in regards to withdrawals is also quite worrying, there is literally no record available to me that I even submitted a withdrawal.

Apparently they are quite new. According to Link Removed (Old/Invalid) the owner sits in Germany. You can also see his phone-number.

Looks like someone wanted to earn some quick money and hired some foolish clowns to operate the casino. If you are lucky they are just clueless and unqualified and you get paid.
 

dunover

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the bus shelter, opposite GCHQ Benhall
They're licensed by the MGA and are operated by "Star World Limited". Seems to be their only outfit. I think the site itself is primarily German-facing, so that would explain why it's largely unheard of.

To be fair, they never really lied about processing my payment, but they were giving very misguiding information about when it was to be paid out (along with cancelling it mere hours after they told me it'd be paid out that day, citing my supposed "bonus abuse"). The complete lack of any transaction history in regards to withdrawals is also quite worrying, there is literally no record available to me that I even submitted a withdrawal.

Well I won't be putting them on my Deutsch Casinos page if they keep delaying by finding various FU excuses.:thumbsup:
 

McMaNGOS

#1 Great Blue Shill
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May 1, 2015
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Sweden
Excerpt from a live-chat conversation I had just now with the support:

Jannet
as i've contacted to our finance department just a minute ago.

your bonus account has been miscalculated by the system and it's been corrected by our finance department. You will receive your winnings ASAp

we apologize for this inconvenience. there are lots of attends by the bonus hunters since couple of weeks from Sweden. Therefore, the system detected and locked automatically whole bonus balance in which excluded games has been played.

So I suppose my account was simply mistakenly flagged for bonus abuse. I've had mixed messages from live chat support/email support previously, though, so I won't call it a day until the winnings are in my bank account. At least I have a little bit of hope now. :D
 

Tirilej

Still a Lady
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Apr 18, 2009
Location
Sweden
Excerpt from a live-chat conversation I had just now with the support:



So I suppose my account was simply mistakenly flagged for bonus abuse. I've had mixed messages from live chat support/email support previously, though, so I won't call it a day until the winnings are in my bank account. At least I have a little bit of hope now. :D

That sounds great! :thumbsup:
I have to confess that I was in having a little small talk with Jannet too a few hours ago.

If they get their site translated to Swedish they have to make sure it's the correct rules even in our language. No wonder they call Swedish players abusers.
They have no clue that the rules doesn't match with no Swedish staff but I hope they fix them now.
 

McMaNGOS

#1 Great Blue Shill
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Email just now:

We calculate everything and decide to payout 552,90€ to you.
Please notice that we are deleted the win amount of the game "Dead or Alive" and also the 3% fee, which is also explained on our website.

Your money is paid out now.

We wish you a nice day.

Best Regards,

Your Mr Ringo Support-Team

Fair enough, I guess. :thumbsup:
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
Email just now:



Fair enough, I guess. :thumbsup:

It would have been fair if the game had been listed as restricted in the bonus rules, but it's not.

I wonder how much money they have confiscated because their translator didn't do his job:(


Happy you got paid though:) Me I would not touch that casino!
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Surely if Sweden was such a problem, they would make extra sure that the Swedish terms were correct. It's not "bonus abuse" if the terms are not broken, which they are not if there are no excluded games shown for the Swedish site, but only for the English site.

It still managed to take them several weeks to come up with this simple reason for non payment. This is either incompetence, or a sign that they needed that long to concoct an excuse not to pay, and perhaps hoped that you would do something daft, like reverse and play it all back, so that they didn't need to come up with a reason for not paying.

I expect that if it was the English terms that had no excluded games, their "problems" would have been from English speaking players, whereas the Swedes would mostly have steered clear of the excluded games.
 

McMaNGOS

#1 Great Blue Shill
PABaccred
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Joined
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I am glad you got a resolution but its not fair enough to me. If it wasn't listed as restricted for you then it wasn't restricted. Absolute clowns.

It's unfortunate, but I'm not going to raise a huge fuss over some €50. If I had won more on the slot then that'd be worth some effort, but I think I'll just leave it at this.

I do hope they fix their terms so nobody else has to experience this in the future, though.
 

hedgehok

Meister Member
mm3
Joined
Jul 30, 2014
Location
Germany
I wouldn't touch these guys with the bargepole. The German article is full of greed. How big the margins are supposed to be in the online gambling market bla bla.
Well if you don't pay anybody or you are very reluctant to do so you have great margins for a short while - until you are blacklisted.
 
Last edited:

McMaNGOS

#1 Great Blue Shill
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Just for some closure: the final amount was paid out as promised, and the Swedish terms now seem to include the excluded games. Make of all that what you will.
 

Artem MrRingo

Dormant account
Joined
Oct 28, 2016
Location
Malta
So I've had a bit of an iffy experience with this casino, here's how it all went.

On the 11th of May, I deposited €25 to Mr Ringo with a bouns (100%). I played and got some big wins and managed to meet wagering, so a bit later I sent in a withdrawal request for around €600. The day after that, I received a mail requesting documents for verification. Sent those in and by the 13th I was fully verified, and my withdrawal was ready to be paid.

I waited 10 days, still no withdrawal processed, so I wanted to check up on it. I first checked my account, which was useless, as they literally do not show your pending withdrawals in your transaction history. Sent them a mail, got a response saying that they have a technical issue so they can't process withdrawals/deposits at the moment. Fair game.

I wait an additional 6 days, then contact them again to see what's up. The response states that my withdrawal has supposedly been processed by the financial department and is to be paid out "soon". Excellent, I thought, and moved on with my life.

8 days later (that being today), I contact them, asking where my withdrawal is. Some bloke in the live chat assures me that "it will be paid out today". I choose to trust him, then continue waiting. And just a couple of minutes ago, surprise surprise, I get an email! Stating that I broke some bonus rules. The problem being that I played a restricted game (Dead or Alive) and "won" on it (my highest win during the 143 spins I made being a whopping 15x on a .90 cent stake).

The problem here, aside from the absolutely unacceptable withdrawal times, is that their Swedish bonus terms, the ones I were presented with, say NOTHING about excluded games. This information is only present in the English terms and conditions. Of course their main T&C include that sneaky "if we botched up our translation, the English terms are the ones that apply", but this is not a mistranslation, this is a clear-cut lack of crucial information. There is no way that you overlook something as important as excluded games, unless you want to trick your customers into breaking your rules so you can confiscate their winnings. And their claim that I "won" on Dead or Alive is completely bogus. And why would they ban that game if other super-high variance games are supposedly perfectly OK to play with bonus funds (Novo and Merkur slots)?

Reading around on the forum, I see that others have had bad experiences with this site. Now I can tack my own story onto those - please avoid this casino.

Whilst we do work with industry translators, we also state in the Terms & Conditions that the English version prevails over all translations. As was noted by McMaNGOS, they were paid, and this has been now changed in all translations. If anyone spots something that is wrong in a translation they can email the support team before it becomes an issue. And that way it can be resolved.
 
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