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Question Not sure how to proceed with an issue?

Discussion in 'Online Casinos' started by dada55, Nov 28, 2015.

    Nov 28, 2015
  1. dada55

    dada55 Full Member PABnonaccred

    Occupation:
    None
    Location:
    England
    Hi all, I have an issue with a non accredited casino but not sure whether a complaint will help or if there is a better way to go about it.

    The essence of the issue is that I took a welcome bonus and played for a bit. I then decided to check the wagering I have to do and saw that it had increased substantially. This occurred 2 weeks ago. After contacting support numerous times to find out why, I was either redirected to email support from live chat or get a useless reply from email. Eventually I found out that they believe that I have triggered the term of betting more than their max bet and so the winnings have had wagering allocated. The problem with this is, is that its not true. They are claiming the terms are in euros and thus me playing in GBP has gone over the max bet rule when conversion takes place. However, the terms ( I have screenshots, and I believe they are still currently this way) clearly say the max bet using the '£' symbol only.

    I tried to understand why they are not following their terms but they would just completely ignore the fact that it has the GBP symbol and that I had no way of knowing that they mean euros.

    I am not on a massive win either given the initial wagering requirements are still very high, so they are just sticking to what they want for the sake of it.

    I have a feeling they are now just trying to keep me going in circles until my bonus expires in 2 weeks time, and I do not know what will be best to do.

    I have tried to find a rep here but I do not think there is one. I haven't named the casino because although most of their replies have been useless, they at least tend to reply and I would rather have the situation sorted without complicating things if it is not necessary.

    Thanks for any help and sorry if I did not post this in the right place.
     
  2. Nov 28, 2015
  3. jjezebel37

    jjezebel37 Meister Member mm1

    Occupation:
    sales/marketing
    Location:
    Belfast (Northern Ireland)
    My God. So we are supposed to be mathematicians now as well?

    I have never heard of this before.

    I really hope you get your money.
     
    2 people like this.
  4. Nov 28, 2015
  5. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Every CM member has 1 PAB shot at a non-accredited casino. It might be a good idea to do that if you have no progress by dealing yourself with their support.

    Other than that you only have the choice to accept the higher wagering amount and lower your bets to the max. amount in Euro, with the hope to make the WR.
     
    1 person likes this.
  6. Nov 28, 2015
  7. dada55

    dada55 Full Member PABnonaccred

    Occupation:
    None
    Location:
    England
    Ok thank you. I will try one last time through email and see what happens. If they don't respond, I will consider doing PAB.
     
  8. Nov 28, 2015
  9. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    2 people like this.
  10. Nov 28, 2015
  11. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    I suggest you name the casino here first, before doing your PAB.

    I can't see that you've said anything so far which could prejudice your PAB, but if you name them, someone here might be able to help so that you don't need to go down that route.
    Sounds to me like you have a rock solid case anyway - would be a shame to "waste" your one shot on this.

    KK
     
    2 people like this.
  12. Nov 28, 2015
  13. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    It would be good to know what casino you are playing at or a hint, or Even private message me, I could understand if you was in a diffrent country and using £ and the casino excepts your own currency but as you are in U.K than that does not seem right,

    Like I said unless we really know the casino there's not much to go on
     
    1 person likes this.
  14. Nov 28, 2015
  15. hedgehok

    hedgehok Senior Member mm3

    Occupation:
    self-employed
    Location:
    Germany
    From a practical point of view it might be smarter to accept the WR and try to clear them instead of PAB'ing and let your bonus expire especially if the operator is reliable.
    If everything goes wrong you PAB, your bonus expires and Max won't be able to help you out after that because the casino can always say that it's your fault.
     
    1 person likes this.
  16. Nov 28, 2015
  17. Tirilej

    Tirilej On a Break

    Occupation:
    Breathing
    Location:
    Sweden
    Please name the casino or group at least. Just because you didn't find a rep doesn't mean there isn't one.
    Many are affiliate managers and you won't know what casinos they represent in case you don't look at their profile.
    Some of us probably know.

    Have you searched for the casino in the search bar up to the right. I bet there must have been some thread about them before.
    Also if they don't have a rep yet maybe this is their chance to visit us. The more reps that wants to be here, the easier for us to get help and to be heard :)
     
    8 people like this.
  18. Nov 29, 2015
  19. dada55

    dada55 Full Member PABnonaccred

    Occupation:
    None
    Location:
    England
    Its Betclic, part of the everest group I think. Friend told me their reputation had improved recently so I decided to give them a try. No reply to my email yet but it is the weekend so will wait till about Tuesday/Wednesday.
     
    1 person likes this.
  20. Nov 29, 2015
  21. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    The Welcome Bonus Terms are Black & White - the maximum bet is £10. If you didn't exceed that, then they have no right to impose more wagering.

    I haven't had any contact with the Everest Group since they tragically ditched the fantastic Grand Virtual software in Feb 2013 - but hopefully someone else can help or point you in the right direction.
     

    Attached Files:

    1 person likes this.
  22. Nov 29, 2015
  23. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    From what KK has shown the terms clearly state £ and as your in U.K and using £ I see this as a term they give you as rubbish,

    Do you mind us asking what is the max bet you had used?
     
  24. Nov 29, 2015
  25. hedgehok

    hedgehok Senior Member mm3

    Occupation:
    self-employed
    Location:
    Germany
    One question:

    Did your initial wagering requirements increase or is it that your gameplay did not decrease the wagering requirements like it should have been?

    AFAIK this group has a fairly big selection of games that just don't count for WR. You usually should see when you open the slot that only the cash fraction of your total balance will be shown. Only games which contribute to WR will show your TOTAL balance.

    This group is absolutely trustworthy from my experience. Quick payments, quick support, I play at the sister casino "expekt" for years on occasion. Never any trouble.
     
  26. Nov 29, 2015
  27. dada55

    dada55 Full Member PABnonaccred

    Occupation:
    None
    Location:
    England
    I did exactly £10 bets. No gamble or any other weird features used, so I assumed I would be okey given the bonus terms.

    My wagering amount has increased in the 'my bonus' section and I have completed 1% of it or so so it is not a disallowed slot issue.
     
  28. Nov 29, 2015
  29. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    You did not by any chance play blackjack? There a double or split would count as over max bet if you were playing 10 pound hands.
     
  30. Nov 30, 2015
  31. dada55

    dada55 Full Member PABnonaccred

    Occupation:
    None
    Location:
    England
    Nope, just Gonzo's Quest
     
    1 person likes this.
  32. Dec 2, 2015
  33. dada55

    dada55 Full Member PABnonaccred

    Occupation:
    None
    Location:
    England
    No reply to my email so I went to live chat to talk to them again. Apparently they will reply to me on the 9th December (Don't hold much hope after previous promises being broken).... My bonus expires on the 14th December.

    I have a few more questions:

    They seem to be a member of eCOGRA, and it mentions on the PAB page to contact Tex Reese, the link doesn't seem to work for me though, is it worth complaining through eCOGRA?

    If I was to submit a complaint/PAB, and it is likely that the resolution will be after my bonus expires, will my funds be reinstated if I am recognised as 'correct'?

    I can see the reasoning behind just giving up and doing my best to complete the wagering, but it has increased substantially to the point I might as well tell them to take my money. I don't think that a casino should act in such a way to force players to do things when the casino is most likely at fault. So I will do my best to get this sorted the right way.
     
  34. Dec 2, 2015
  35. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Why the wait until the 9th December, another whole week away????

    I would not sit around for that long, sure couple of days but not a week!
     
  36. Dec 2, 2015
  37. dada55

    dada55 Full Member PABnonaccred

    Occupation:
    None
    Location:
    England
    I asked them why they needed over 2 weeks to check their terms and realise their mistake, I have provided them with screenshots and everything they have asked from me ( which isn't much to be fair). The answer is always: ' I am not authorised to answer that'.

    So for any chance of me realistically getting any fair resolution to this would be to do a 3rd party complaint, but I would like to know the answers to my 2 questions above to see what is the best plan of action.
     
  38. Dec 2, 2015
  39. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    After reading another thread yesterday about a player who blew all their money whilst waiting, there is no way on this planet I would consider wagering anything until I knew for sure that I had somehow 'messed up' and incurred the extra wagering myself.

    Whilst I agree wasting your 'one shot' at a PAB on none accredited casino could prove a pain in the future, I still would not wait around until 9th December to see where I stood.

    Only my opinion but to suggest you have to wait another week seems to me like they are stalling for some reason, maybe to give them extra 'digging' time, who knows.

    Wait for some other members to provide further feedback but if it was me in this situation, I would probably be reading the PAB FAQ's right about now ;)
     
    2 people like this.

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