RESOLVED: Please help!!! re: CasinoMax

lewisnadasurf

Experienced Member
Joined
Jun 11, 2008
Location
Earth
Any casino should automatically only

let you play the games you can play in bonus balance
Automatically restrict you to max bet during bonus balance

any tiny mistake only favours the casino and not the player.

or

just don’t take bonuses
 

ESCJAMIE

He/Him. High Voltage Only
MM
Joined
Aug 17, 2018
Location
UK South west
Mine was on a welcome bonus at LV bet mate.
Maybe the fact I’m a member here had a influence as contacted the rep and they where lovely, and it wouldn’t be in my best interests to attempt to rip of a accredited casino at a site I’m a active member of lol
100% people who have issues at sites on here who are accredited do not get the same service/lenient so to speak when it comes to breaking rules ect, Having a rep on here someone who can deal with your issue 1 to 1 is 100% going to give u a huge chance of coming to some kind of positive outcome V just going to live chat
 

dealer wins

Meister Member
Joined
Oct 25, 2006
Location
London the sh$thole
Hopefully if it is an accredited casino, and that is your only spin above the max, and you immediately contacted them, they will pay out.

This max bet during a bonus thing annoys me. If you are not allowed to bet over a certain amount, then the software should not allow it. Why cant the UKGC sort things like this out, rather than constantly nanny and piss players off!!

And dont get me started on the "max bet" button placed next to the spin button which has caught me several times over the years, once at £240 a spin for 3 spins before I noticed (Yes you sportingbet!!!)
 

FAZI1

Full Member
Joined
Dec 6, 2011
Location
Punta Cana
In additional he hit random Jackpot 8000$ so this slot have some hidden rtp% ( Real time gaming software sites dont display rtp% so varius sites use different rtp% / same story like Playngo software + curacao licensed casinos )

But main point is smal part of rtp % from every customers bet on this game slot go directly to Jackpot prize pool .

So if he got lucky and hit this Jackpot 8000$ and casino void his winings - then basicly casino save 8000$ - true or not ?

Because Jackpot is gone cleared - They not put it back and they voided his winnings - Correct me if i'm wrong
 

zreb

Experienced Member
PABaccred
Joined
Sep 21, 2013
Location
currently in US
Sorry - it is a welcome bonus? One mistake on a welcome bonus is a no go. The casino has zero information on the customer and the rules are set out for a reason.

That's a pretty ridiculous position. You can look at the betting history and if you see thousands of 50 cent spins followed by a single $25 spin - after the player is almost certainly in a position to clear the wagering requirement anyway and immediately contacts chat - it's pretty obvious it was a mistake and not some devious fraudster trying to slip one through. You don't have to give them the $25 back, just don't void all the other winnings.

I'm sure there are some situations where you can't tell - and therefore can't give the benefit of the doubt - but to say there's zero information on a first deposit is absurd. The playing history is literally information. You're absolutely correct that the casinos set rules for a reason, but I swear half the time the casino doesn't even remember what that reason is. Max bet rules can protect the casino from some types of play, but if you apply it in the above hypothetical, you're not using it to protect the casino from being exploited, you're using it as an excuse to screw the player.

With the above said, however, your post is informative in pointing out that a lot of casinos probably think that way, even if in many situations doesn't make any sense.
_________________

Regarding the actual first poster in the thread though, if you've provided an honest summary of the situation that is pretty shitty. They tricked you by saying "we'll make a note of this" - they didn't actual clear it as okay, you should have tried for a more definite answer. Casinomax does have a rep on here, so you should contact the person mentioned in sapit222's post and go from there, but if that doesn't help you're probably screwed since you technically violated a rule - even if it was a clear mistake that didn't give you any advantage.

Regarding the "software glitch," that's not really a glitch, just bad design that it saves your bet size but not number of lines.

Either way, let us know what ends up happening.
 

Karolina-CasinoMax

Accredited Casino Representative
Joined
Mar 3, 2017
Location
UK
Hello I am having some trouble with CasinoMax.
I found through a search; CasinoMax is accredited with Casinomeister, however I did not find them on the list. Im curious if I can get help still or perhaps from the forum.

Here's the problem, I recently signed up with Casino Max and played their welcoming bonus. Im aware of the $10 max bet rule, and played accordingly.
I was playing their slots for $8- $10 a spin ($1 a line). Suddenly I hit a RANDOM JACKPOT for $8000.
How exciting! I went to the cashiers to check my rollover and resumed my game on auto-play.
Immediately I noticed my first spin was for $25 not $10. I canceled the auto-play and put it back to $9 a spin, and called the casino.

The casino agent congratulated me, suggested I continue my playthrough and said they would make a note of this in my account.

I did exactly that, after the rollover was completed I had a balance $8198 and attempted to withdraw $4000.
To my surprise the casino declined my withdrawal and took all my winnings. I have been in contact with them multiple times and they are unwilling to budge or negotiate.

Does the forum think this is fair or have experience with a similar situation? Are they being reasonable in fair gaming practice?
I did not win anything on the spin that went over the limit and it was only one spin due to a software glitch that changed my wager.
I completed the entire play within the rules except for that one spin.
What do people here think and do you think casinomeister can help me?

Hi 420honey777,

Please PM me your casino user name or email address so I can look into the account and advise further.

Kind Regards,
Karolina
 

Playford7

Permanent Ban: Too much flaming
MM
Joined
Jul 10, 2016
Location
North east England
That's a pretty ridiculous position. You can look at the betting history and if you see thousands of 50 cent spins followed by a single $25 spin - after the player is almost certainly in a position to clear the wagering requirement anyway and immediately contacts chat - it's pretty obvious it was a mistake and not some devious fraudster trying to slip one through. You don't have to give them the $25 back, just don't void all the other winnings.

I'm sure there are some situations where you can't tell - and therefore can't give the benefit of the doubt - but to say there's zero information on a first deposit is absurd. The playing history is literally information. You're absolutely correct that the casinos set rules for a reason, but I swear half the time the casino doesn't even remember what that reason is. Max bet rules can protect the casino from some types of play, but if you apply it in the above hypothetical, you're not using it to protect the casino from being exploited, you're using it as an excuse to screw the player.

With the above said, however, your post is informative in pointing out that a lot of casinos probably think that way, even if in many situations doesn't make any sense.
_________________

Regarding the actual first poster in the thread though, if you've provided an honest summary of the situation that is pretty shitty. They tricked you by saying "we'll make a note of this" - they didn't actual clear it as okay, you should have tried for a more definite answer. Casinomax does have a rep on here, so you should contact the person mentioned in sapit222's post and go from there, but if that doesn't help you're probably screwed since you technically violated a rule - even if it was a clear mistake that didn't give you any advantage.

Regarding the "software glitch," that's not really a glitch, just bad design that it saves your bet size but not number of lines.

Either way, let us know what ends up happening.
Agree. When I’d placed that one single £50 bet on LV, prior to that hundreds of spins where all under £2, only takes common sense to realise it was a error on my behalf.
must be honest having a good rep and being a member here does help.
That’s the thing though, we are a tiny community in the slotting world, wonder how many people make my error and get fleeced?..
 

L&L-Jan

Affiliate Manager for Accredited Casinos
Joined
Jun 15, 2013
Location
Malta
That's a pretty ridiculous position. You can look at the betting history and if you see thousands of 50 cent spins followed by a single $25 spin - after the player is almost certainly in a position to clear the wagering requirement anyway and immediately contacts chat - it's pretty obvious it was a mistake and not some devious fraudster trying to slip one through. You don't have to give them the $25 back, just don't void all the other winnings.

I'm sure there are some situations where you can't tell - and therefore can't give the benefit of the doubt - but to say there's zero information on a first deposit is absurd. The playing history is literally information. You're absolutely correct that the casinos set rules for a reason, but I swear half the time the casino doesn't even remember what that reason is. Max bet rules can protect the casino from some types of play, but if you apply it in the above hypothetical, you're not using it to protect the casino from being exploited, you're using it as an excuse to screw the player.

With the above said, however, your post is informative in pointing out that a lot of casinos probably think that way, even if in many situations doesn't make any sense.
_________________

Just saw this now, sorry.

I'm not going to defend my comments that detailed. There are bonus terms set out, if you decide to take the bonus you need to obey by the rules as set out. If you can't don't moan after... if the rules are to complicated to understand? Don't play there.

Sorry but when it comes to bonus issues I have not much of empathy to the problem created or occured. Especially on the welcome bonuses. There are so many games you could abuse being a "joiner" of a new casino - where the management of the casinos have no clue how those games can be exploited in various ways.

Just follow the rules of the bonus terms and all is fine. Unless you don't want to? Skip the bonus in that event and there are no problems.

Kr. Jan
 

laneace44

Newbie member
Joined
Dec 19, 2012
Location
USA
Was this issue resolved? I’m sure there other players looking at this post who actively play at CasinoMax. If the OP’s story is true then it doesn’t look good for CM but I’ll reserve judgment until Karolina updates the group.
 

zreb

Experienced Member
PABaccred
Joined
Sep 21, 2013
Location
currently in US
Just saw this now, sorry.

I'm not going to defend my comments that detailed. There are bonus terms set out, if you decide to take the bonus you need to obey by the rules as set out. If you can't don't moan after... if the rules are to complicated to understand? Don't play there.

Sorry but when it comes to bonus issues I have not much of empathy to the problem created or occured. Especially on the welcome bonuses. There are so many games you could abuse being a "joiner" of a new casino - where the management of the casinos have no clue how those games can be exploited in various ways.

Just follow the rules of the bonus terms and all is fine. Unless you don't want to? Skip the bonus in that event and there are no problems.

Kr. Jan

The topic of the conversation was players mistakenly clicking an oversized bet. You say you don't have much empathy here - perhaps you should. Everyone makes mistakes.

Let's be completely honest here, the main reason the software isn't designed to prevent oversized bets from being played with a bonus or blocked games from being played is because it doesn't hurt the casinos, only the players. For many honest casinos it simply isn't a priority. For dishonest casinos it's an excuse to take money. If the situation were reversed and casinos were losing money, it would be fixed within a week. Instead, how many years has it been? If casinos cared enough to request this feature from software providers, the problem wouldn't exist, especially for casinos that only use a single software provider. (I can empathize that the problem is slightly harder with multiple providers, but mainly because the industry as a whole doesn't really care to fix it. Only a rare few individual casinos.)

In other words, the problem only exists because casinos don't care enough to demand a solution from their software providers.

So please don't give us the "woe are we, there are bonus abusers behind every tree!" excuse. Yes, they exist. No, they aren't an excuse to treat players badly. Nor do these "bonus abusers" have such profound abilities to mysteriously exploit games that it overrides your ability to provide discretion. Yes, you probably have a right to take money for pretty much any bonus violation. I'm just saying that if you do so indiscriminately, you're not exactly standing on a moral high ground.

You state that there are many games "where the management of the casinos have no clue how those games can be exploited in various ways." This reinforces what I said before that casinos either don't care why or don't even understand why they have the rules they do, and so blindly enforce them. There are reasons behind each rule and they are usually pretty simple. If casinos understand why they have those rules, they could also understand when it makes sense to grant discretion or leniency, and when it does not. If they had any desire to do so.

Players don't have to take bonuses. Neither do casinos have to offer them. If casinos choose to offer bonuses and yet complain about players "abusing" them, certainly players also have a right to take bonuses and then complain when they feel the casino has treated them poorly. They may not have a right to getting paid if they violated a term, but they have a right to complain and warn others of their experience.
 

rena35

Meister Member
Joined
Feb 17, 2012
Location
cyber space
I said i would not chime in but upon reading this thread it makes me sad and just goes to show why i backed off playing at online casinos. It is already hard enough to win and taking a bonus helps boost your spin time. If it was truly a one spin mistake i think the player should be paid. I have said it before and i will say it again. It is hard for non USA players sometimes to sympathize with USA players. Saying do not play at a casino would be easy if there were loads of good casinos to play at and that is just it. Our options are limited and even when something is clear, there isn't much recourse. We play at casino's that some CM members would never dream of opening an account at . I do not know what the outcome will be. I hope the player doesn't lose it all. I stopped playing RTG years ago . I guess i am not much of a player because i do not see the joy or entertainment value in dead spin after dead spin. I would be miserable if one day i manage to win and lose on a horrible mistake. It is the casino's choice at the end of the day. I will never pass judgement on any casino for standing by the terms and rules set. I do not usually play with a bonus but i do understand why someone would. I read threads a lot on CM in my down time and i see that a lot of people play with a bonus. I also see a lot of complaints about the bonuses too. I do not want to read thru pages of rules that it would take an attorney to understand in order to play. I feel better depositing, losing my few bucks with the knowledge that if i manage a small win it will be all mine and no worries as to did i break a term. I wish the player luck.
 

420honey777

Newbie member
Joined
Jan 16, 2020
Location
USA
In additional he hit random Jackpot 8000$ so this slot have some hidden rtp% ( Real time gaming software sites dont display rtp% so varius sites use different rtp% / same story like Playngo software + curacao licensed casinos )

But main point is smal part of rtp % from every customers bet on this game slot go directly to Jackpot prize pool .

So if he got lucky and hit this Jackpot 8000$ and casino void his winings - then basicly casino save 8000$ - true or not ?

Because Jackpot is gone cleared - They not put it back and they voided his winnings - Correct me if i'm wrong


yes it is a progressive jackpot on fruit frenzy and it was not added back to the game after they voided ALL my winnings
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
Returning a jackpot to a game is not immediate, the game provider needs to do this I believe, not the casino. In fact, if it had already been returned, there would be no way to pay you and still have the bigger Jackpot standing.

Fruit Frenzy is a game I usually play at less lines myself, that and Count Spectacular.
 

helafast

Spinning in the Great White North
mm1
Joined
Apr 19, 2018
Location
Toronto, Canada
Just saw this now, sorry.

I'm not going to defend my comments that detailed. There are bonus terms set out, if you decide to take the bonus you need to obey by the rules as set out. If you can't don't moan after... if the rules are to complicated to understand? Don't play there.

Sorry but when it comes to bonus issues I have not much of empathy to the problem created or occured. Especially on the welcome bonuses. There are so many games you could abuse being a "joiner" of a new casino - where the management of the casinos have no clue how those games can be exploited in various ways.

Just follow the rules of the bonus terms and all is fine. Unless you don't want to? Skip the bonus in that event and there are no problems.

Kr. Jan

The bonus terms are in place to protect the casino from people trying to "beat the system". Every one of us has made an error because in no way are all casino's bonus terms the same. A player making a geniune mistake should not be a reason for the casino to profit from those rules.

For instance Six Acrobats (MG) is set on a $22.50 bet to start, how many players have made the simple mistake of pressing spin without noticing that huge starting stake? If we want to be fair across the board, all games should open at min bet to avoid these things from happening.

I appreciate all you do for this forum and I think L&L Casinos should be trusted - but I really disagree with you on this. This should be an even playing field, the casino is already at a serious advantage with some of the wagering requirements out there for bonuses.
 

Karolina-CasinoMax

Accredited Casino Representative
Joined
Mar 3, 2017
Location
UK
Hi All,

I've looked into this and spoken with the Casino Customer Support Manager to see what's gone on when OP contacted CS.

There is no evidence (confirmed by RTG) to suggest that there was a glitch that reset/set the next bet to $25. The OP played 25 lines slot game Fruit Frenzy selecting 8 lines in game for $1 bet.

The Fruit Frenzy Slot loads up with a bet of $1.25 as default. The number of lines and bet size was changed manually by the OP, then they left this game and on return the game was reset to 25 lines as this is a default setting giving the previous bet of $1 = $25. I can confirm that this is not a glitch with the game as OP suggested from the start. That’s how this particular game is configured.

In this instance the 202% bonus terms were breached. Adding to the story there was also general Terms and Conditions breach as the OP has a similar account where high % welcome offer bonus was also used.

The original deposit was added to the OP balance and notification email send. We were unable to issue a refund till OP confirms the Bitcoin address.

It is unfortunate that the OP won but broke terms and conditions, resulting in the forfeit of the winnings, it's never nice to deal with but the decision has been made, unfortunately. This has been investigated thoroughly too, so it's not a quick decision and I'm aware that the OP also has another cashout at Roaring 21 with no issues. So it's not that we're not looking to pay out on player wins.

Kind Regards,
Karolina
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
As I mentioned earlier, Fruit Frenzy is a game I usually play on less lines. Even after a bonus round completes, it defaults to 25 lines. I have more than once bet more that I intended on it.

I am not surprised at the decision. I hope Karolina will update us when the Jackpot has been returned to the game.

I do not think it appropriate that Karolina discussed anything about the OP's business at other casinos in the group that the poster did not being up himself.
 

colinsunderland

RIP Colin
Joined
Jan 28, 2016
Location
uk
The Fruit Frenzy Slot loads up with a bet of $1.25 as default. The number of lines and bet size was changed manually by the OP, then they left this game and on return the game was reset to 25 lines as this is a default setting giving the previous bet of $1 = $25. I can confirm that this is not a glitch with the game as OP suggested from the start. That’s how this particular game is configured.

That seems a bit unfair if I'm being honest. I have no idea if this was abuse by the player or not, but if the game resets the number of lines, then it should reset the stake too. Either reset everything or reset nothing.
 

stokes

Experienced Greenhorn
Joined
Oct 10, 2006
Location
Springfield
@Karolina-CasinoMax Could you please comment on this part?

Immediately I noticed my first spin was for $25 not $10. I canceled the auto-play and put it back to $9 a spin, and called the casino.

The casino agent congratulated me, suggested I continue my playthrough and said they would make a note of this in my account

Are you suggesting that one time violation (one spin) of the max bet rule (where the OP probably did not gain anything) is a bonus abuse?
Sorry, but for me it looks just an excuse not to pay.
 

Karolina-CasinoMax

Accredited Casino Representative
Joined
Mar 3, 2017
Location
UK
Hi stokes,

The Terms and Conditions of a bonus or membership in general are created for a reason, otherwise we wouldn't need to have them.

We do not hide any terms and those always attached to any promotional emails we send or available on the casino site.

I'm afraid that terms are terms and OP breached those, therefore we didn't have a choice as to follow casino rules.

Kind Regards,
Karolina
 

stokes

Experienced Greenhorn
Joined
Oct 10, 2006
Location
Springfield
Hi stokes,

The Terms and Conditions of a bonus or membership in general are created for a reason, otherwise we wouldn't need to have them.

We do not hide any terms and those always attached to any promotional emails we send or available on the casino site.

I'm afraid that terms are terms and OP breached those, therefore we didn't have a choice as to follow casino rules.

Kind Regards,
Karolina

Hi Karolina,

Thanks for your reply.

My question may have been lost in my post, so I will try to make it short now.
If you have zero tolerance policy for max bet violation, then why the support staff was not aware about it and
gave misleading information (they would make a note of this in my account)?
 

Karolina-CasinoMax

Accredited Casino Representative
Joined
Mar 3, 2017
Location
UK
Hi Stokes,

The customer support is giving a basic advise, the account and games verification is performed by the cashier team.

Whenever player requests a pay out the account is checked for eligibility of the withdrawal. Cashier is also checking the game logs at this point in order to see if there are any breaches /abnormalities in the game play.

Then the final account decision is made.

I hope this will clarify the process little bit more.

Kind Regards,
Karolina
 

colinsunderland

RIP Colin
Joined
Jan 28, 2016
Location
uk
Hi Stokes,

The customer support is giving a basic advise, the account and games verification is performed by the cashier team.

Whenever player requests a pay out the account is checked for eligibility of the withdrawal. Cashier is also checking the game logs at this point in order to see if there are any breaches /abnormalities in the game play.

Then the final account decision is made.

I hope this will clarify the process little bit more.

Kind Regards,
Karolina

Why does the game reset the number of lines but not the betsize? Surely it should reset everything or nothing? It does seem like its there as a trap for customers to stake more, in or out of a bonus.
 

Skephan

Full Member
PABaccred
PABnononaccred2
PABnononaccred2
Joined
Dec 20, 2016
Location
Earth
Bonuses are crap, The only bonus I would accept is a VIP bonus or prearranged bonus with wager requirements to match your deposit. I mean why would someone who deposits 1k accept a 100 dollar bonus with a wager requirement like 35-50 times. Better use a casino wich also let you cash-out a part of your funds even when wagers are met, cause if you'll probably fullfill the wager but dont want to waste time playing and auto-spinning (what also can be a breach). Some casino's offer you like 1/3 maybe 40% of the total balance to deposit to you rightafter!

I also had a accidental max bet breach in 2016 by moving the cursor accidentally on my laptop. It ruined me mentally because I was already planning in my head to spend the money for gifts for my family and a vacation. Most of the times we lose anyway.

It's way safer to just deposit a bit more and when you hit something or even 2x your initial deposit to stop and set it to cool-off to enjoy the win and everyday life until you have some spare time and money to miss and feel good enough to enjoy the rollercoaster.

I hope this still will be solved to the players favour.
 
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