Question Not sure how to proceed with an issue?

[dada55]

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.

 

[jjezebel37]

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.

 

[Harry_BKK]

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.

 

[dada55]

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.

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.

 

[Harry_BKK]

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.

Good plan dada.... make sure you read all the PAB FAQ's to avoid any delays:

https://www.casinomeister.com/forums/help/pab-rules/

Once you have read them complete the PAB form making sure you provide all necessary information.

I hope it will all find a good end for you

 

[KasinoKing]

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.

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

 

[spintee]

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

 

[hedgehok]

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.

 

[Tirilej]

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

 

[dada55]

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.

 

[KasinoKing]

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.

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.

 

[spintee]

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.

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?

 

[hedgehok]

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.

 

[dada55]

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.

 

[Jasminebed]

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.

 

[dada55]

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.

Nope, just Gonzo's Quest

 

[dada55]

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.

 

[Jono777]

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!

 

[dada55]

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!

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.

 

[Jono777]

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

 

[Cassaon-casino]

If I may ask was it a direct sign up or did you sign up via a portal?

The reason why I asked this question. If you signed up via a portal did the site outline the bonus T&C's and the games that contribute towards the completion of the WR?

Problem is many portals don't give a detailed description of the bonus terms. As such players 'blindly' sign up since they trust the site's review of the casino.

For future reference, before you accept a bonus again please visit this thread: https://www.casinomeister.com/forum...ath-of-the-online-casino-bonus.67419/?t=67419

Good luck with solving your query.

 

[KasinoKing]

If I may ask was it a direct sign up or did you sign up via a portal?

The reason why I asked this question. If you signed up via a portal did the site outline the bonus T&C's and the games that contribute towards the completion of the WR?

Problem is many portals don't give a detailed description of the bonus terms. As such players 'blindly' sign up since they trust the site's review of the casino.

Though I agree with you about affy sites not always giving the full info (I do try on my site, but it is hard work when the bloody casinos keep changing things without telling me ), but that doesn't apply in this particular case.
The OP read the T&Cs on the casino's website which say the max bet is £10.
He did not exceed this bet - so rule braking should not be an issue here.

I also totally agree with jonmincher - looks like the casino is stalling with no good reason
Maybe it is time to do the PAB - at least it should be a nice easy one for Max to deal with!

KK

 

[dada55]

If I may ask was it a direct sign up or did you sign up via a portal?

The reason why I asked this question. If you signed up via a portal did the site outline the bonus T&C's and the games that contribute towards the completion of the WR?

Problem is many portals don't give a detailed description of the bonus terms. As such players 'blindly' sign up since they trust the site's review of the casino.

For future reference, before you accept a bonus again please visit this thread: https://www.casinomeister.com/forum...ath-of-the-online-casino-bonus.67419/?t=67419

Good luck with solving your query.

Direct sign up and I did read the terms on the welcome bonus before signing up. There was just no way of me knowing that they mean 10 euros when they advertise '£10'. I don't see how they can even argue with that when the term is still written like that...

 

[spintee]

Direct sign up and I did read the terms on the welcome bonus before signing up. There was just no way of me knowing that they mean 10 euros when they advertise '£10'. I don't see how they can even argue with that when the term is still written like that...

There trying it on, £ is clearly not dollars or euros, It states £ so that should be it, It could well be Euros but as the rule state £ than there should be no argument there,

Its like what KK pointed out, Not that it matters in this case, There are to many greedy people out there that just want there commission, Also alot of sites are not updating affiliates, Like its not hard enough work in the first place,

Even the Meister's states that accredited sites must give credit to the original affiliate, Example is the 888 casava bingo sites, Sign up to one by an affiliate than get bombarded with other sites in the group, The original referrer/ Affiliate is not going to see penny if they sign up to them,

 

[Cassaon-casino]

Though I agree with you about affy sites not always giving the full info (I do try on my site, but it is hard work when the bloody casinos keep changing things without telling me ), but that doesn't apply in this particular case.
The OP read the T&Cs on the casino's website which say the max bet is £10.
He did not exceed this bet - so rule braking should not be an issue here.

I also totally agree with jonmincher - looks like the casino is stalling with no good reason
Maybe it is time to do the PAB - at least it should be a nice easy one for Max to deal with!

KK

Hello KK,

I'm not blowing smoke here but your casino reviews and overall information presented on your site is superbly written!

I agree, if the OP did not violate the bonus terms maybe it's time for a PAB. The least that can happen is the operator returns the OP's initial deposit. But from the sound of things I don't think this is going to happen.