RESOLVED: Please help!!! re: CasinoMax

Skephan

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Casino actually shoots theimselves in the foot, cause I wonder how many people would read this and not register or deposit again with this disgusting way of player treatment.
It's always the players fault from reversing withdrawals, exceeding maxbet, self-exclusions ect. ect. on and on and it's always a guess if a casino can truly see and take responsible themselves instead of preying.

One spin exceeded shouln't void the winnings period!! Industry protection or not!
I more and more get the opinion that there must be some renewal with maxbet software.

Call me a bitcher or winer but more and more people complain about the treatment you get for being a player at an online casino (at least in my enviroment)!!

Landbased casino's will get the upperhand eventually I think because of all this bullcr#P
 

lockinlove

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@zreb same sort of thing happened with inetbet and while max did at first side with the casino he discussed it with others here and they came to the conclusion inetbet should pay.

Do any of you trust casinomax right now? I sure as heck dont. One bet? One mistake? One slip of the finger and they go all crazy and take all that money. Thats total bs to say the least. That max bet term is so they protect themselves from bonus hunters hitting huge with bonus money with monster sized bets. Did he win on the one accidental bet, no he did not. He won from a jackpot. Stopped went to live chat and admitted his mistake.

casinomax should be ashamed of themselves for taking this stance and causing this person so much stress over one mistake.

Look at all the accredited casinos this happened on and the reps sorted it. I did an accident $30 spins on direx nv...homerbert looked at my history and saw it was a mistake. He sorted it out and I carried on playing.

That is how a decent, honest casino works. Not ready to rob the player at any chance they get.
 

Spikie

Experienced Member
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Dec 5, 2016
Location
Uk
Had similar with free spins from a casino ,at 10 p or 20p or whatever, then when it ends the bet size increases to £2 .....
Had one a few weeks ago on Book of Dead and the spin went from 50p to £5 after the freebies had ended .

It is not rocket science for the software to keep the bet the same to avoid mistakes, or if there are bonus conditions on a slot , eg £5 max spin , then get the casino software or game code to not let you exceed it . Simple.

Otherwise @UKGC will have a new mission soon

They should stop companies hiding behind t&c that nobody can never read fully , and have hard software controls to prevent misuse .
 

Skephan

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its even weirder
casino's give you 100 spins on book of dead and after the freespins end you're not allowed to play that slot because its forbidden in the T&C. what happens is that a lot of people automatically spin the slot after freerounds have ended..... voiding the just received bonus
 

Spikie

Experienced Member
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Location
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The casino pays software engineers. If they are transparent there should be no way of breaching the conditions unless by malicious methods.

So if any reps and providers see this , make it a priority to code your terms into your own software.

Otherwise in the future this will be your next fine from the authorities when the rules get stricter.

Gaming companies need to sort their shit out themselves before the regulators.
 

Karolina-CasinoMax

Accredited Casino Representative
Joined
Mar 3, 2017
Location
UK
Thank you all for the fabulous support I have been shown here in the forum. A few thoughts:
While I have now stated that it was not a 'glitch' but an error on my part due to the odd way the machine resets only the number of lines, the casino representative continues to allow that word to be a distraction rather than practicing reasonable common sense and good customer service values. Irrelevant emphasis on the word 'glitch' takes away from the main point;
after returning from the cashier, I played ONE SPIN over the allowed amount, did not win anything, immediately contacted support, and was informed that a note would be made and that I should continue to play. That is really insult to injury considering the amount of time I played with no chance of a cashout.

The casino representative stated the casino had “didn’t have a choice” when it came to voiding these winnings. As ZREB stated, of course the casino has a choice in this matter, and given that I immediately contacted them and was told to complete the rollover, clearly even the chat operator believed this to be the case.

Also note that I do not have duplicate accounts. The account the casino representative was referring to is from Roaring21, which I now see if one of their sister casinos. On that same response where KAROLINA lists the sister casinos, it states “accredited casinos” yet I did not find them on the accredited list. If they are accredited, does the forum administrator or site operator believe their ruling is in line with what an ‘accredited casino’ would decide?
I am very open to any sort of compromise solution that might include further rollover or some sort of payment plan over time. Does anyone have any ideas on this? Would CasinoMax be open to a compromise solution?
If CasinoMax and Karolina really believe what they are doing is right, maybe they should just state the following:

We at CasinoMax agree that the player played ONE SPIN over the $10 maximum bet rule, contacted support and was informed to finish the rollover and a note a made on the account. In spite of this, we have chosen to void the entirety of said players winnings. As an accredited casino, we believe this to be a fair and equitable decision.
If they say this, I guess there is not much else I can do, unless anyone here can offer any other ideas. I’m open to doing anything necessary to positively resolve this issue. As slotmaster had a similar problem positively resolved, I hate to think casinomax is only making this remarkably stringent decision based on the amount of the winnings. I’m just horrified that my most happy gaming day has turned into an total nightmare.

Thanks again to everyone who has offered such supportive comments on this thread!

Hi 420honey777,

I do apologise about the late reply. I was off work for past few days.

I can confirm that we reviewed your game play again and received a report from RTG in regards to your full game history. They also confirmed that Fruit Frenzy Slot is set the way full lines are reset when player exits the game. After reviewing the extended RTG report again we can see that the winnings were gained prior to the $25 bet.

We appreciate all your comments, we just had to check all the circumstances around it. We agree that this was a genuine mistake on your part.
As much as the max bet rule is in place each similar case is reviewed thoroughly on a one to one basis. Also to clarify a player can have only one account in each brand of our casinos. I can confirm that in CasinoMax you had 2 accounts registered from same household. In case a player is going to share any account details with other player we require them to contact us and ask for our permission - according to our terms of use. This didn't happen in your situation as in reality you should have asked if you can play in CasinoMax as well as the other linked player.

Nonetheless, I can confirm that the Jackpot win is reinstated to your account now. I also asked Customer Support to send you instructions on how to cash out.

Kind Regards,
Karolina
 

KasinoKing

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Nonetheless, I can confirm that the Jackpot win is reinstated to your account now. I also asked Customer Support to send you instructions on how to cash out.
Thank you for making the right decision in the end, as I really hoped you would :thumbsup:

KK
 

420honey777

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Jan 16, 2020
Location
USA
What a great day today has been.
Im very pleased to see the casino has re-evaluated my case and I look forward to playing more in the future.

@Karolina-CasinoMax
thank you for all your help through thorough investigation of my gaming history and advocating for me with the casino.
To the forum members, thank you for all the support and advice, what was once a complete nightmare, has now turned into a pretty good feeling overall and restored my faith in the fairness of reputable online casinos.
Case marked resolved!!
 

ladyhawke

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Sep 23, 2016
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Here, There, Everywhere.
A little late to be posting this after the great resolution to what was an initial unfair decision, but well done @Karolina-CasinoMax for overturning a lousy decision by using your discretion.

Playing at BitStarz and due to the way Booming games work, the actual bet amount is at the top of the screen, so what I thought was a $2.50 bet was actually a $25 bet. Was playing with a bonus so my one accidental bet over the $5 limit could have been disastrous. Instead, contacted Support immediately, who stated something along the lines of...We are not that mean that we would penalise someone for an accidental bet.

One of the reasons I love BitStarz. And yes, I made wagering and cashed out without any problems.


One spin exceeded shouln't void the winnings period!! Industry protection or not!..

@zreb - "same sort of thing happened with inetbet and while max did at first side with the casino he discussed it with others here and they came to the conclusion inetbet should pay."

That max bet term is so they protect themselves from bonus hunters hitting huge with bonus money with monster sized bets. Did he win on the one accidental bet, no he did not. He won from a jackpot. Stopped went to live chat and admitted his mistake.

...I did an accident $30 spins on direx nv...homerbert looked at my history and saw it was a mistake. He sorted it out and I carried on playing.

That is how a decent, honest casino works.
 

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