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Casino Complaint Online Casino accusing us of exploitation

Discussion in 'Casino Complaints - Non-Bonus Issues' started by angm, Apr 18, 2015.

    Apr 18, 2015
  1. angm

    angm Dormant account

    Occupation:
    IT
    Location:
    UK
    Hi all,

    I hope you can help.I am after some advice please.

    At the end of last year we won over a period of a couple of months winnings equating to a six figure sum.

    we have subsequently been suspended from the site and our account has been locked. We have received notification today as follows: -

    'these winnings considerably exceeded the level that we would normally expect. Our investigation established that the game developed
    a technical fault which essentially increased the chances of winning as a result of the game awarding invalid reel combinations. In addition, our
    initial analysis of your playing patterns during this period indicates that you may have become aware of this fault and exploited it to your advantage
    Our investigation is on-going and we hope to complete it shortly. In the meantime, pending completion of our investigation, we have
    Suspended your account pursuant to clause 12.9 of the terms of use and wish to put you on notice that, should it be confirmed
    that you have acted in breach of the terms of use, we will seek to recover any associated pay-outs, bonuses or winnings from you. In
    this regard our rights are reserved'

    Please confirm by return that you will not spend, transfer or otherwise dissipate the winnings generated from playing the game
    We and/or our solicitors will write to you again shortly regarding the outcome of our investigation.

    Of course enjoying gambling and playing on-line, if you are winning you keep going and if the going is good you increase you bet and take a chance. We are now really worried as all we did was play on a site and win and now they are deciding whether to try to reclaim the money.


    Please can anyone offer any advice
     
  2. Apr 18, 2015
  3. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    Nothing much anyone can say as you haven't gave any details as to what happened.

    Have to ask why you refer to yourself as we tho. Does this mean there was more than one of you???

    Anyway basically the casino is saying a game had a fault and paid out too much. They are also saying that basically they feelyou knew thatand used it to defraud the casino.

    If the casino is right and a slot was malfunctioning and you knew that then you have no chance of getting anymore money paid out to you. And from the amount you are stating you won then it looks like the casino is correct. I could be wrong but its looking like you found a slot that paid incorrectly and got greedy and tried to win a fortune.

    But feel free to give all details of what happened then members can give more accurate advice.

    And if indeed the casino can prove beyond doubt that the game malfunctioned and you deliberately set out to defraud them then they can try to recover money legally. Hard bit is proving it tho and I am surprised youwon so much without alarm bells ringing earlier. Tho id guess you won smaller amounts and got away with it then pushed your luck and got real greedy which launched their enquiry.
     
    3 people like this.
  4. Apr 18, 2015
  5. mimi26

    mimi26 Meister Member

    Occupation:
    nurse
    Location:
    uk
    What casino? what slot? who is 'we?
     
  6. Apr 18, 2015
  7. angm

    angm Dormant account

    Occupation:
    IT
    Location:
    UK
    It was my other half's account. Only he played but I was sat besides him. We did push it and played some big bets and we lost a lot too . The game was a game where you worked up. The more you played the more chance of better bonuses etc. I have my own account with them and when I played the game didn't have the same luck but i wasn't at the highest level. We played a lot of money as well as won lots.

    We gamble on a lot of sites not just this one so when you win you keep playing, its the nature of gambling.
    It was a really cool game as well and I am not sure how we are supposed to know if the game had a fault and exploited it we just thought we were lucky. We had worked up o the highest level and thought this was what the best level was like.
    We had had some luck on other sites too and played other games on this site.

    Basically there was a new game. We played it and it was really cool. The more you played the more the chance of a bonus. We won some money and kept playing. we placed bigger bets and won more and then needed to stop as we had won lots and didn't want to lose it all by going over the top. We complied with security requests several times and were playing, sometimes winning sometimes losing but at no point did we think there was a fault
     
  8. Apr 18, 2015
  9. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    It might be a good idea if you name the slot. No need to name the casino just what slot it was as the slot will either have been pulled or fixed by now if it was paying incorrectly.

    By naming the slot members will be able to tell if they had heard of problems on that game. I could maybe guess but see no point. But I do see you had reached the highest level so the slot name would be helpful.
     
  10. Apr 18, 2015
  11. angm

    angm Dormant account

    Occupation:
    IT
    Location:
    UK
    The slot in question was Gorilla go Wild
     
  12. Apr 18, 2015
  13. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    Was it at William Hill by any chance.
     
  14. Apr 18, 2015
  15. angm

    angm Dormant account

    Occupation:
    IT
    Location:
    UK
    I don't like naming the Casino but yes it was. reason we are worried is because we honestly thought we were lucky and at no point thought that things like this happen on gaming sites that may make us naive but we didn't
     
  16. Apr 18, 2015
  17. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    Cant offer you any real advice I will leave that to others.

    But its weird as you say they just informed you today and they are continuing investigations. I played that slot last year but hated it but I wonder why if they thought it was paying incorrectly they never removed it. Its been in Vegas since launch and still is today.

    You don't say how much you normally gamble but to win a 6 figure sum on a slot like that is very unusual unless of course you are doing huge bets.
     
  18. Apr 18, 2015
  19. angm

    angm Dormant account

    Occupation:
    IT
    Location:
    UK
    Yes we were doing huge bets at some points. It all started with a lucky bonus of £3k we start betting at £1.50 and then went to £3.00 but there were points we were betting £90 and a few at double that. Many thanks for looking at my post though. I halve also won 2K on a slot at a £2 bet and this was the original start of this although that was on another site
     
  20. Apr 18, 2015
  21. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    Not saying the casino is right . But from their point a player was winning at small bets and im guessing you withdrew no problem.

    The same player then kept going to a slot that doesn't pay great and kept winning at higher bets then withdrew again.

    That player then kept going back to the same slot and was eventually doing bets of nearly £200 a spin. It would raise alarms and get investigated. They would also have looked at your history the whole time you have had an account and realised this betting pattern is totally irregular.

    This would have led them to go through everything and get the provider to check the whole lot out. Maybe there was a fault which this picked up and from their point of view your betting patterns would show that you knew their was a fault to have been betting so high.

    Best bet would be to wait till they finish the investigation and ask for proof of their findings. Then you can get proper legal advice if you feel you have done no wrong or put a complaint into the proper authorities to get it investigated independently.
     
    2 people like this.
  22. Apr 18, 2015
  23. angm

    angm Dormant account

    Occupation:
    IT
    Location:
    UK
    Hi Paul,


    Many thanks for your advice this is what we are going to do and yes what you are saying is what happened, but this is no different to our habits on other sites and our betting history but I would guess most gamblers would keep betting if they keep winning. I am struggling to see how they think we knew the slot had a problem, particularly if it had better chances of bonuses etc the more you played?

    Many thanks for you info
    Angm
     
  24. Apr 18, 2015
  25. mimi26

    mimi26 Meister Member

    Occupation:
    nurse
    Location:
    uk
    Is there money still in your account?,
     
  26. Apr 18, 2015
  27. angm

    angm Dormant account

    Occupation:
    IT
    Location:
    UK
    No its all withdrawn and we had some security checks which passed and were fine. We stopped in beginning of Jan
     
    1 person likes this.
  28. Apr 18, 2015
  29. refre

    refre Senior lurker PABnonaccred PABnoaccred

    Occupation:
    Professional slot player
    Location:
    .
    I doubt there's anything wrong with this slot.
    As far as I can see it's still online everywhere.

    Gamblers will often raise their bets after big wins.
    The winning streak may continue, and bets may be raised even more...

    The casinos need to limit bets to a level they're comfortable with.
    Betting £180 per spin certainly poses a risk for the player bankroll - and it may be risky for the casino as well.
    High variance slots can and will dish out wins of several 1000 times bet.
    You could literally win a milion!

    It's gonna raise all kinds of red flags of course.
    The problem may be that the casino did not manage their risk properly.
    I doubt they'd even notice had the player been betting £2.

    I wonder if the game supplier is aware of this?
    Usually a game gets pulled right away if there are doubts about randomness and fairness.
    How many players will contact their casino asking for refund after this?


    Freddy
     
    1 person likes this.
  30. Apr 18, 2015
  31. mimi26

    mimi26 Meister Member

    Occupation:
    nurse
    Location:
    uk
    Just wondering how they would prove you knew there was a fault on the game and used it to your advantage, surely its their word against yours.
     
    1 person likes this.
  32. Apr 18, 2015
  33. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    If it was such a great payer why stop? As you had got every withdrawal okay and the game was still paying great then why would you have stopped playing it.

    Anyway as you have got all the money they would need to be a 100% that the game had malfunctioned. To have any chance of getting any cash back they would have to have a cast iron case before they could look to recover money. Just saying the slot must have been paying incorrectly and the player must have known will not get them any money.

    Hopefully all you say is correct then you would have no worries. But if I had a slot that paid me a fortune even at high stakes id always play it till It stopped paying.
     
  34. Apr 18, 2015
  35. Finn

    Finn Senior Member MM

    Occupation:
    Engineer
    Location:
    Finland
    William Hill can easily afford the risk of a high roller occasionally winning six figures in slots.
    You must register/login in order to see the link.

    Revenue £1,609.3 million (2014)
    Operating income £363.2 million (2014)
    Profit £206.3 million (2014)
     
    1 person likes this.
  36. Apr 18, 2015
  37. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    True but a six figure payout to William Hill is nothing. Its a drop in the ocean and if a player was just having a lucky streak they would payout. In this case they paid out all the wins no problem so something has obviously caused an alarm after the player has been paid out.

    Also like I said if a player was winning so much why would they suddenly stop playing for no reason if they thought the slot was genuine and it was paying out so much. You would continue till you started losing then stop.

    And to be talking about recovering money 4 months after paying out something must be showing somewhere. But as always we don't have the full details to know exactly whats happened.
     
    1 person likes this.
  38. Apr 18, 2015
  39. angm

    angm Dormant account

    Occupation:
    IT
    Location:
    UK
    Many thanks. We thought it was a run or luck and we did stop playing as we then gambled quite a bit and got nothing and didn't want to get sucked in. We had previously spent lots and got nothing on the slot and previously got a win and then it all went as we continued playing. We been on slots before and won £1000 and then gambled and lost it all or spent half of it so we knew we had a chance to sort our life out a bit with our winnings and decided to calm it down a bit

    It is their word against ours and we know we did nothing wrong - we played until it stopped paying and thought our lucky streak was gone

    I appreciate your views from both angles and your advice
     

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