Resolved Need advice on iNetBet - don't want to lose 6k from one spin :(

[lockinlove]

I really dont think anything matters aside from it was an obvious mistake. And not even a misslick. Its poorly designed and advertised and it was one spin which gave no benefit to the player either.

He beat the slots and won. The screw up had no outcome. Pay him imo.

There is just no way this isnt the casino acting ridiculous and taking advantage of the player unless one thing. And thats if the casino told him to stop playing until they review it. Which to me doesnt look like it happened.

The player contacted support and told them about it. And again, since there was no benefit to the player, he most likely thought oh well not a big deal, I did my part and just let them know.

Even if he didnt contact support, does the casino have the right to take the players money in this circumstance given how misleading this game is? No way.

I get that the rep has been answering to Max and casinomeister and that is all that needs to be done when it comes down to it. But to not come in here and say a word or anything?

I guess we are just used to videoslots reps and others who care to pipe in when there are issues with their casinos. I could be wrong but I get the feeling iNetbet could care less what any of us think. All they have to done for me, is tell me I cannot count on them for anything.

What does PAB mean anyway?

Player Arbitration: ADR Service for Casino Complaints -Casinomeister

 

[Cocochanel]

I feel SO SORRY for mfrasher. I believe him 100 % and for sure hope he gets paid, I think he will be, anything else would be SO unfair.

Slotastic locks the slots that you cant play if you are playing with a bonus, that prevents this situation the op is in now.

And they should not put new slots games beside a non slots game without telling you what kind of game it is.

I x my fingers for mfrasher and hope for an HAPPY Ending after all.

 

[mfrasher]

I still think this whole issue is being approached from the wrong angle. It shouldn't matter how or when the player contacted support, the question should be: "Is it reasonable for a casino to confiscate $6k because of one bet breaking the rules, giving the player no significant advantage vs the bonus no matter the other circumstances". The answer should 100% always be no, it should be quite obvious to any casino when it's a deliberate attempt to take advantage of the bonus, if a casino is so worried about these cases they can implement controls that just won't allow illegal bets to be placed just like some already have.

I totally agree with this. The rule they are standing by is to prevent players from taking advantage, and I clearly gained no advantage.

The one spin won about $16. They can keep the $16.

The rest of it was won fair and square off of spins and a jackpot win.

It shouldn't even matter who contacted who...

 

[mfrasher]

I avoid Inet bet due to their way to strict adherence to their rules. Any good casino can see a player that opened a disallowed game and played one spin and then stopped was an honest mistake. If the winnings came from slots and none from this game I think Inetbet should payout. In addition after the PAB process was concluded the fact that the Rep is nowhere to be seen in relation to this thread doesn't bode well for them. In my opinion this is the behavior of Grey Zone casino and not an Accredited casino.

Perfectly said.

 

[nutnut]

Wait he won a JACKPOT??? How can he at not least be paid this? is that Jackpot put back into the slot or does the dodgy casino keep it?

 

[goatwack]

This is where good casinos use discretion and don't throw the Rule Book in the player's face. Accreditation should incorporate helpful CS past the fact and a smidgeon of empathy, not number-crunching and player-entrapment backslapping around the office

 

[dionysus]

the fact the casino chose to adhere to the letter rather than the spirit may well be their prerogative ( though I mean, really, consifcate the few dollars from the one prohibited spin and move along) it will cost them much more than the 6K as pretty much anyone reading the thread wont touch them wth a barge pole now

 

[shadow123]

Think if the issue is still being looked at ,best course of action is to refrain from any more comments
until the case is finally closed either way.I am in this situation with something totally unrelated to gambling
but with a lot of money at stake and have been advised the same way

 

[geordiecolin]

Yes I understand human nature and all the rest of it BUT there are times when one needs to do what is smart as opposed to what comes naturally.

Experience is the very best schooling but the fees are extortionate

 

[Balthazar]

It's 2018 and casino operators should be able to block the games/stakes they don't want us to play while on a bonus.

That's all I have to say.

 

[pinnit2014]

I know,but I can’t imagine the business reason why some don’t. Oh wait...

 

[mfrasher]

Wait he won a JACKPOT??? How can he at not least be paid this? is that Jackpot put back into the slot or does the dodgy casino keep it?

Yes. I hit a jackpot.

1st spin on Banana Jones won $16

Next played Nova 7's and won about 2k or so. I never went below $16 so that money never factored into the other wins.

Then played Cleopatra and hit a jackpot for 4K 'ish

Had it up to about 7k I think, and cashed 6k after the play through.

Well, tried to cash I should say...

 

[maxd]

... Bottom line ... voiding $6000 in winnings because of ONE spin ... ROGUE ...

I totally disagree. There are countless scenarios where that one spin -- or one "mistake" of whatever sort -- could totally skew things in a player's favour and that's more than sufficient reason for a casino, including this casino, to stick to their guns. We all know that the Terms are there for a reason -- admittedly not always a good reason -- but if you agree to them them you are bound by them. And BTW the "I only made 5 cents by breaking the rules so keep the 5 cents and give me the rest" is a BS argument. Every scammer and fraudster in the world says that when they do the dirt, win, and want a payday. "Get out of jail free" cards don't grow on trees and that's as it should be. IMHO.

As to who is and isn't "ROGUE" you are welcome to nominate whomever you like when you build your own casino portal and are doing the webmastering. I suspect you'd find that "calm and reasoned" is a rather better policy for such things than waving the shit-stick around whenever someone breaks the rules and gets burned because of it.

... on a game you can't exit once a bet is selected, that looks like a slot, and was placed in the "latest games" section between two other slots is ROGUE behavior.

Yeah, well, that certainly complicates the issue. One of the things we'll be looking into.

That said I'll repeat what I've said before: if you're playing and some shit happens that could ruin your day then stop, report it, get it resolved (however it goes), and then and only then play on. If you shrug it off and play on immediately then that's how any complaint you may make will be judged: you ignored the problem and decided to proceed. That's on you not the casino. Inconvenient? Yes. PITA? Yeah, probably. A good case to later demand the casino waive the Rules to accommodate you? I seriously doubt it.

Then citing their T&C's which are meant to protect against scammers/cheaters, which I clearly am not ...

Yeah? How do we know that? I've dealt with a lot of chancers in my time at the PAB desk and my spidey sense is telling me that I shouldn't be making any hasty decisions here.

 

[labeled]

Erm, sorry for the mis-post. lol

I'm shooting you a pm in a sec.



Which is cool enough, but I'm the opposite, I guess...I got burned out on rtg & in particular their newer games, which I hate. I still play the Bovada group because I like their Rival choices.



I used to feel the same. I just kept chat closed because I wasn't "in the loop" and didn't want to be. Now I tend to chat more, but that's whatever your choice is. As for one woman hitting a lot (it does happen, where you notice one player is just hitting crazy high) it's not weird, really. If you look at the number of players that're on at any given time, it's not a lot. 3Dice isn't for everyone, for sure, and there aren't hundreds of us playing in real-play on most days. So once you get to know who our high-rollers are, it's easy to make sense of who's more likely to hit some pretty high-stakes wins, including jackpots. 3Dice makes that transparent, btw, as Anna pointed out w/regard to the zeitgeist page, so maybe the difference isn't that "one person is hitting like every day" but you can actually see that one person is tearing it up.

Anyway, I think your reasons are your reasons, they're valid, and whatever. But for someone else to say it's on a "stay away" list is pretty crazy to me. The slots can be horribly tight (or our personal rtp is tight?) but it's literally the only casino that will *never* give you a problem in getting your winnings. No stalling, no bs, no wait periods. The only "wait" for w/d's is waiting for the w/d to be processed from another time zone.

 

[trancemonkey]

So, about North Korea...

Damn it, wrong thread again...

 

[anddi32]

That said I'll repeat what I've said before: if you're playing and some shit happens that could ruin your day then stop, report it, get it resolved (however it goes), and then and only then play on.

This. Now I can see player continued playing before situation was resolved.
Hard to see any "rogue" in this case. Casino hasn't broken their own rules so rogue-term does not match

 

[maxd]

... Now I can see player continued playing before situation was resolved.

Very much so! The time line here is very tight: player comes on for first time, breaks the rules in less than 2 minutes, contacts chat about 2 mins later, starts to play slots within 5 minutes, contacts chat again 2 minutes later, stops playing slots an hour later. Whatever did or did not happen in chat the "resolve first then proceed" approach was not taken here.

 

[Jono777]

It's 2018 and casino operators should be able to block the games/stakes they don't want us to play while on a bonus.

That's all I have to say.

They can!

The more important question is, Why don't they?

 

[TheAverageGuy]

AH.. for the good old days where all this $**t was avoided because the PAB process was incomplete...

 

[goatwack]

I suppose it's like doing this

only to be told it was offside to begin with

 

[Sonict]

You aren't forced to make a bet on the game if you accidentally loaded it up as long as you don't make a bet first since there were a few posts saying that "you are stuck unless you force quit it". If you have selected your bet, then that is true, but if you are on this screen shown below, you can hit the "x" in the upper right ( Assuming you are using the download client. No idea if it works on the web based site )

It is hard to tell that this is not a slot unless you look close at the background where the spin ( Roll dice ) buttons are. I do agree that the slots / games on Inetbet are not sorted by name or anything which does make this situation very possible to occur.

 

[anddi32]

I really hope player gets his money in this case because it doesn't sound fair to void winnings just because one spin-failure. But casino has all rights to do so. Casino isn't "rogue" if they follow their own rules. This is the case right now and technically casino hasn't done anything wrong. It's in casino's hands right now if they pay or won't pay. If they are fair they pay. If not I don't like them and It's a bit unfair. But rules are rules and casino says final word.

In my opinion this kind of case shouldn't affect at casino's status in casinomeister-rankings. Nothing to do with reliability.

 

[nikantw]

They can!

The more important question is, Why don't they?

Exactly.
For example, try to play Mega Moolah in fun mode. You can't.
Try to play a restricted game in your country. You can't.

Other examples:
Since more than 15 years ago there was this "play with 500 for 30 min and keep what you win" promo. It would open a page with all allowed games, with max bet limits and all that.
Other casinos had max bet limits placed on the regular games when you had bonus money. Also 15 or more years ago.

There is no question about it. They can definitely make sure the rules can't be broken ...... if they want to

 

[anddi32]

There is no question about it. They can definitely make sure the rules can't be broken ...... if they want to

Yes casinos could build the system where breaking the rules is impossible. I guess everyone knows why they don't want to do it.

 

[labeled]

So, about North Korea...

Damn it, wrong thread again...

lol, I was wondering wth I did, but I think it's because the thread that I originally posted in was deleted, and somehow my post thought it was so important it should settle in somewhere totally unrelated so everyone could see it.

 

[mfrasher]

I totally disagree. There are countless scenarios where that one spin -- or one "mistake" of whatever sort -- could totally skew things in a player's favour and that's more than sufficient reason for a casino, including this casino, to stick to their guns. We all know that the Terms are there for a reason -- admittedly not always a good reason -- but if you agree to them them you are bound by them. And BTW the "I only made 5 cents by breaking the rules so keep the 5 cents and give me the rest" is a BS argument. Every scammer and fraudster in the world says that when they do the dirt, win, and want a payday. "Get out of jail free" cards don't grow on trees and that's as it should be. IMHO.

As to who is and isn't "ROGUE" you are welcome to nominate whomever you like when you build your own casino portal and are doing the webmastering. I suspect you'd find that "calm and reasoned" is a rather better policy for such things than waving the shit-stick around whenever someone breaks the rules and gets burned because of it.



Yeah, well, that certainly complicates the issue. One of the things we'll be looking into.

That said I'll repeat what I've said before: if you're playing and some shit happens that could ruin your day then stop, report it, get it resolved (however it goes), and then and only then play on. If you shrug it off and play on immediately then that's how any complaint you may make will be judged: you ignored the problem and decided to proceed. That's on you not the casino. Inconvenient? Yes. PITA? Yeah, probably. A good case to later demand the casino waive the Rules to accommodate you? I seriously doubt it.



Yeah? How do we know that? I've dealt with a lot of chancers in my time at the PAB desk and my spidey sense is telling me that I shouldn't be making any hasty decisions here.

I guess this is the risk of Internet relationships. People aren't trusting, and in some cases, a bit aggressive. It's just sad because I know I've been honest, forthright, and upfront.

I've been very polite to you Max, and have thanked you multiple times for your efforts. I've expressed and still do feel very appreciative for all you do/have done.

I feel slighted by this casino. So I've waived my "shit stick". It's my opinion and others are welcome to agree or disagree that the casino should be rogue.

The facts remain nonetheless.

1. I didn't know it wasn't a slot.
2. The casino could have locked the game and didn't.
3. It appeared to be a slot.
4. It was placed next to slots.
5. Their support was non-responsive.
6. I gained no advantage and clearly tried to rectify the situation.
7. I tried emailing them to reconsider prior to the PAB with no response.
8. I submitted the PAB and didn't name them per your rules.

Since that time I've waited patiently for you to work and upon the conclusion decided to name them so others would know what happened to me.

Your spidey senses are wrong. But I'm thankful for your work, this site, and the members here nonetheless.

Respectfully,

 

[ladyhawke]

OK....I just want to clarify what happens - or did to me when I made a live bet - when playing Banana Jones.

Note: I was playing on the Instant Casino, so I don't know what happens when using the download casino.

"you aren't forced to make a bet on the game if you accidentally loaded it up as long as you don't make a bet first since there were a few posts saying that "you are stuck unless you force quit it". If you have selected your bet, then that is true, but if you are on this screen shown below, you can hit the "x" in the upper right ( Assuming you are using the download client. No idea if it works on the web based site )"

1: You are NOT in the actual game at the point when you need to select a bet size, so whether or not you can exit the game from this screen is irrelevant. And at this point, you still can't see that it is a board game.

2: If you try to exit the game in real mode after selecting a bet, you will get a message along the lines of: "Unfinished game. You must complete the bet." Clicking on the "x" simply has no effect. Believe me, I tried.

This is why it is not possible to exit the game once the bet size has been chosen. You are forced to play out the spin by the game's software. So personally, I think it was reasonable of the OP to play out the 5 spins relating to his one bet, in order to be able to get out of the damned game.

And finally, for everyone who has suggested options like Task Manager, Reboot, etc. just to close a game, does this not add weight to the OP's argument that getting out of a game that was effectively holding him hostage was almost impossible?

 

[nutnut]

Why is the main defence for this casino the "player decided to play on"

That is the natural thing to do, very few players have the patience rightly or wrongly to sit and wait for a response, given the reputation of this casino you probably still be waiting now for a reply if it wasn't for this forum. One single spin voids 6k? if he had won the 6k off the spin i'd understand but he didn't and common sense would be applied at the other casinos accredited here. and still not been told if jackpot he won was put back in? Whether you call the casino rogue, shit or strict, they simply should be avoided and deserve no ones money.

 

[anddi32]

5. Their support was non-responsive.

This is the mistake you made. If support is non-responsive you just have to stop and wait their response and final decision. Basic rules which everyone should know. You knew you had violated their terms but still continued playing without approval from the casinos side that everything is okay.

 

[goatwack]

Question is what is the acceptable time frame to wait for a CS response, at an accredited casino. Because if it's "As and when" then this could be perceived as a tactic by the casino to frustrate the player?

And Live Chat, where was that when needed?

 

[geordiecolin]

Why continue posting in this thread when you could easily start a party in the Bar and Grill?

 

[Supababe]

Why continue posting in this thread when you could easily start a party in the Bar and Grill?

It your ‘vodka night’ is it? Drinks on you!

 

[geordiecolin]

It your ‘vodka night’ is it? Drinks on you!

If I was female I would be better equipped to do all of the things that I am attempting to do right now. I have seldom seen a man making love while texting yet the opposite has been my experience way too often

 

[Supababe]

If I was female I would be better equipped to do all of the things that I am attempting to do right now. I have seldom seen a man making love while texting yet the opposite has been my experience way too often

Does this mean you are making love whilst thinking about me?

 

[goatwack]

No, silly, Colin's saying he's seldom seen men texting whilst making love

But he's seen a few

 

[geordiecolin]

Does this mean you are making love whilst thinking about me?

You said "Drinks are on you". You can balance your drink on me wherever you wish too. But I have slots to play at the same time if you don't mind?

 

[colinsunderland]

This is the mistake you made. If support is non-responsive you just have to stop and wait their response and final decision. Basic rules which everyone should know. You knew you had violated their terms but still continued playing without approval from the casinos side that everything is okay.

out of interest, can you point to where it says that in their basic rules? Just because you know it doesn't mean everyone does, can you honestly say, the first time you played slots you were aware of what to do in a situation where you may have broke a rule? Regardless of if the OP knows the 'rules' or not, there are probably other players who have had the same happen to them and not knowing to post on forums, so we never hear about them. Judging by the comments on here, inetbet aren't exactly well thought of, and not sure, if this was my site, that they should be accredited even without this, as theres barely anything good written about them.

 

[geordiecolin]

No, silly, Colin's saying he's seldom seen men texting whilst making love

But he's seen a few

Your just twisting things now for your own warped mores!

 

[Tirilej]

out of interest, can you point to where it says that in their basic rules? Just because you know it doesn't mean everyone does, can you honestly say, the first time you played slots you were aware of what to do in a situation where you may have broke a rule? Regardless of if the OP knows the 'rules' or not, there are probably other players who have had the same happen to them and not knowing to post on forums, so we never hear about them. Judging by the comments on here, inetbet aren't exactly well thought of, and not sure, if this was my site, that they should be accredited even without this, as theres barely anything good written about them.

Well said , and exactly what I was going to post. Who's basic rules?

I would hate to see him not getting paid because of him being impatient not waiting long enough. I wouldn't have either.
I never talk to live chat and I would probably send a pm in here to a rep but continue to play thinking I've done what I should. I'm lucky though since I don't use bonuses.

When it comes to accreditation then Inetbet is strict yes, but they also always pay without trouble if all is fine.
I also believe it's better that some casinos are accredited just in case something like this happen. I don't like them though. They owe me $50

 

[zreb]

I totally agree with this. The rule they are standing by is to prevent players from taking advantage, and I clearly gained no advantage.

The one spin won about $16. They can keep the $16.

The rest of it was won fair and square off of spins and a jackpot win.

It shouldn't even matter who contacted who...

If anything, the casino should be begging people to play this game. Just tried it a bit on play money, seems like a pile of garbage. Since it's "not a slot" and plays very slowly, I wouldn't be surprised if the the house edge is higher than the slots - but only the casinos and software provider actually have that info since it's RTG. (Unless some of our non-US players who have access to other sites feel like chiming in? It looks like there are some accredited providers with RTG games who may list rtp values.)

It basically plays like a low variance slot with a boardgame skin on it. Wins are from .1x to 50x with a hypothetical 2500x your bet jackpot - I'm guessing the chance of hitting that 2500x are absurdly low, but again, who knows. If you reach the end of the board, that's where you reach a "pick chests until you get 3 of the same prize" - there are 16 chests with 5 different symbol types (so 1 extra). In only about 20 "plays" of this slot, I had 3 different occasions where I had 2/3 gold bananas (2500x prize) before conveniently magically coming back and hitting the minimum 1x prize. It feels like this "near misses" - that were not actually anything of the sort, are designed to give the false impression that players were close to hitting the 2500x prize and that it is achievable.

That kind of design isn't necessarily uncommon in slot or casino games, but this is just an example that looks particularly designed to take advantage of naive players.

So yeah, while it may have been a violation of the rules, I think it's pretty fair to say that OP could not have reasonably gained any sort of advantage against the casino AT ALL by playing this game.

 

[zreb]

...

ThePogg added them to 'Not Recommended' status citing: 'Recent complaints at iNetBet have brought to light either a failure in their email system which they are not investigating or ignoring ID submissions to justify non-payment of players'

I can believe that as I have also seen them re-request documents from verified players again and again to stall payments. They did it to me too.

In any event, IF what the player is claiming is true.... Sorry but they are shit outta luck with this outfit.

Nate

I've been waiting about a week on my verification from inetbet and was told they would leave a message for the payment or whoever people to look at it, which apparently didn't happen, so still waiting...

Didn't make a big deal of it since 95-99% of US facing sites are super slow with withdrawals and it's not THAT far out of the ordinary, but now wondering if the "whoops, didn't get around to it again today and the payment people aren't working now so nothing can be done right now" is intentional or not. Kind of annoying as literally my only RTG winning deposit in almost 2 months over dozens of deposits.

 

[Mouche12]

To zreb and all other RTG lovers - Casino Extreme has had some very positive feedback at CM and payments are super-fast (just ask live chat to process them for you).

 

[anddi32]

out of interest, can you point to where it says that in their basic rules? Just because you know it doesn't mean everyone does, can you honestly say, the first time you played slots you were aware of what to do in a situation where you may have broke a rule? Regardless of if the OP knows the 'rules' or not, there are probably other players who have had the same happen to them and not knowing to post on forums, so we never hear about them.

I said "Basic rules which everyone should know".
I guess this wasn't first time when OP deposited in any casino. And he (or she) is not a beginner. He knows too much to be first-rate.
Seriously think. You make mistake and you can red-flag yourself you did something wrong. And you know the rules so what to do? There is only one good option left. You don't have to be some professional to find out what is right way to solve situation.

Beginner is always beginner and we all make mistakes but this case is not beginner-case.

 

[colinsunderland]

I said "Basic rules which everyone should know".
I guess this wasn't first time when OP deposited in any casino. And he (or she) is not a beginner. He knows too much to be first-rate.
Seriously think. You make mistake and you can red-flag yourself you did something wrong. And you know the rules so what to do? There is only one good option left. You don't have to be some professional to find out what is right way to solve situation.

Beginner is always beginner and we all make mistakes but this case is not beginner-case.

So its not a rule then and as its not written in any rule, then its not against the casinos T&C's?
If theres nothing saying he should stop playing and support didn't tell him to, then it can't be held against him.

 

[anddi32]

So its not a rule then and as its not written in any rule, then its not against the casinos T&C's?
If theres nothing saying he should stop playing and support didn't tell him to, then it can't be held against him.

Basic rules which everyone should know when playing in casinos. You know? an unscripted rule. Why casinos should write some "what to do when you break our rules?" terms in their condititions?

 

[colinsunderland]

Basic rules which everyone should know when playing in casinos. You know? an unscripted rule. Why casinos should write some "what to do when you break our rules?" terms in their condititions?

Is that not obvious from this thread? If they are going to use it as a reason not to pay someone then it most certainly should be in the rules. Casinos can't just make up rules to deny paying someone, how can you not see that?

 

[anddi32]

Is that not obvious from this thread? If they are going to use it as a reason not to pay someone then it most certainly should be in the rules. Casinos can't just make up rules to deny paying someone, how can you not see that?

Is there something I just can't understand? Player broke rules. So player tried to solve situation trying to get some help from chat. But chat was unavailable so player continued playing without getting any answers from CS if everything is okay and can he continue playing with bonus without fear loss of profits.

And yes if you break the rules you don't have to take contact if you don't want. Then it's 99% sure your possibly winnings will be void. But if you take contact casino usually see you realized you broke rules unintentionally and its fine them.

That's the case atm and just wondering how you not see that?

 

[Mouche12]

Right, so we have the casino's T&Cs and now there appear to be some unwritten rules that we, experienced players, should also abide by. If that's the case there should also be some unwritten rules for casinos, like (the principles of) fairness and reasonableness.

 

[colinsunderland]

Is there something I just can't understand? Player broke rules. So player tried to solve situation trying to get some help from chat. But chat was unavailable so player continued playing without getting any answers from CS if everything is okay and can he continue playing with bonus without fear loss of profits.

And yes if you break the rules you don't have to take contact if you don't want. Then it's 99% sure your possibly winnings will be void. But if you take contact casino usually see you realized you broke rules unintentionally and its fine them.

That's the case atm and just wondering how you not see that?

No the casino stated he kept playing and that seems to be the main reason the PAB was denied. It certainly implies that he might have got paid if he hadn't done so. If he wasn't told to stop playing and theres nothing in the rules telling him to stop playing, then that excuse is flimsy at best. The casino also say he contacted support while the played has, on more than one occasion, flatly denied this.

 

[anddi32]

Right, so we have the casino's T&Cs and now there appear to be some unwritten rules that we, experienced players, should also abide by. If that's the case there should also be some unwritten rules for casinos, like (the principles of) fairness and reasonableness.

I'm talking "rules" what everyone should know when playing casinos. Those rules are not any written rules but rules player should know what to do when gambling. Like rule nr. 1: Always check the casino backgrounds before deposit. And use google plus read comments before decision. You know.
Sorry my bad english, it's in same level as our national hero, ex-F1 champion Mika Häkkinen: Not so good.

No the casino stated he kept playing and that seems to be the main reason the PAB was denied. It certainly implies that he might have got paid if he hadn't done so. If he wasn't told to stop playing and theres nothing in the rules telling him to stop playing, then that excuse is flimsy at best. The casino also say he contacted support while the played has, on more than one occasion, flatly denied this.

PAB was denied because player broke rules. It's player's responsibility to do something if player see rules were broken by the player. Sorry but it's not enough when you try to get contact. You need to get it and get an answer. After it when you have proofs you start playing again.
You play you accept casino's T&C. So simple.