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Bonus Complaint Ruby Fortune confiscate 17000 euro's for a conflicting bonus rule

Discussion in 'Casino Complaints - Bonus Issues' started by Rayongunited, Aug 19, 2015.

    Aug 19, 2015
  1. Rayongunited

    Rayongunited Dormant account

    Self employ
    View attachment 57559 I got a daily bonus offer from Ruby Fortune casino for 25% to 800 euro bonus on one deposit.
    In the lobby where you can claim the bonus it also has a button with rules where you can click and read them. So I read them and you can maximum bet 30% from the bonus so I follow this rule when I make a 1000 euro deposit for 250 bonus. I do this 3 days because I can do this bonus every day and lose one day and win 2 times for a total of 20000 euros.

    When I wait for my withdrawal for 20000 they send that I break the terms and conditions because in the standard rules it says you can only bet 8 euros for a spin and 50 cent for a line when you have a bonus. (How can you do that with a 800 euro bonus and deposit 3200?)

    But the problem is this is not in the rules from my bonus that I played and they have this term in the bonus rules:

    The standard terms and conditions of the Casino apply to this Promotion. Insofar as there may be any conflict between
    the terms of this Promotion and the Casino's standard terms and conditions,these Promotion specific terms and conditions shall prevail but only to the extent that the terms and conditions conflict with one another. In all other instances these Promotion specific terms and conditions are complimentary and additional to the Casino's standard terms and conditions.

    So what they say is that I can follow the bonus rules for 30% because these rules prevail if the rules are not the same with the standard rules. I did not break a rule I read the rules and follow them and still they want to take all my winnings.

    I try to ask them about this rules but they not answer my question and only copy the same mail every time about the 8 euro and 50 cent rule. After that they say that the rules are not conflicting but complimentary. I feel this is not the truth and an easy way for the casino to make me have nothing I can do about it anymore/

    I have a screenshot from this terms from my bonus. It is about rule number 16 and rule number 19. And you can see that this is conflicting with the standard rules on the website. Why do they say you can bet max 30% when this is not the rule. View attachment 57559

    This is my first post on the forum. I always read but myself never have a problem with a casino like this. I let everyone know that this casino makes different rules from the bonus they give in the lobby from the casino and use this against the player.

    Please let me know what everybody think and please also look for the screenshot i send from the terms from the bonus

    Thank you, Ruby Fortune confiscate 17000 euro's for a conflicting bonus rule: term ruby fortune.PNG,Aug 19, 2015
    1 person likes this.
  2. Aug 19, 2015
  3. elrudo

    elrudo Experienced Member

    The rule for the maximum betting is in the standard terms and conditions and appears to be EUR 8 per spin / 50 cent per line.

    Rule 16 of the bonus T&C is about irregular play. The "30% of bonus" there serves as an example.

    That rule is not for specifying an different max bet from the standard T&C, and is in my opinion thereforenot conflicting.

    Just my 2 cents
    Last edited: Aug 19, 2015
  4. Aug 19, 2015
  5. GoldenGhoul

    GoldenGhoul Experienced Member

    Freelancer, translator, IT
    This sucks, because I think elrudo might actually be right here. I sincerely hope you will get paid in the end, but all those bonus rules often cause problems for the players. I would congratulate you on an amazing win, but... I guess we'll have to see how this ends.
  6. Aug 20, 2015
  7. Jasminebed

    Jasminebed Closer to 100 than Birth

    Not in workforce
    First thing to do is to contact the casino rep here: http://www.casinomeister.com/forums/member.php?u=33700

    Send him a private message with the details he will need to look into it (real name, acct number).

    Go read this http://www.casinomeister.com/forums/faq.php?faq=cmfaq_pab. This is a free mediation service offered by Casinomeister. If you are not happy with the answer from the rep, or he fails to respond within a few days, you might need it.

    An important part of the PAB process is to not post while a PAB is active. So you would be best served by not posting further about your issue.

    I have to agree to offer a $800 bonus where the maximum bet is 1% of the bonus awarded seems ludicrous.
    5 people like this.
  8. Aug 20, 2015
  9. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    House-Husband and Casino Advisor
    Bexhill on sea, England
    Wow that is a crazy situation. :eek2:
    I fear the posters above are correct, as the bonus rules do NOT say the maximum bet is 30%.
    And I do agree it is totally ridiculous to offer such massive bonuses with a (relatively) tiny max bet - but as it's in the rules, I fear the worst.

    Follow Jasmine's advice above: Pitch-A-Bitch.
    I don't really fancy your chances of success though if I'm honest, as you don't deny you broke the max bet rule... :(

    1 person likes this.
  10. Aug 20, 2015
  11. quber

    quber Senior Member

    I don't agree with the above posters, term 16 states that irregular game play is a bet of 30% or above, therefore they are saying that he can play a spin at 29% and it would not be considered irregular gameplay. If promo specific rules take precedence over standard rules then he can play a spin of less than €75 on a €250 bonus.

    If the irregular play rule is not pertaining to max bet then they should use the €8 as the example and not some fictitious number that purposely misleads.
    4 people like this.
  12. Aug 20, 2015
  13. hedgehok

    hedgehok Meister Member mm3

    Since when do MGS casinos start with a flat max-bet? First time I've read that bollocks. Most of them have a bonus% as max-bet which makes most sense because they sometimes offer these fance big bonuses like that of the OP where a flat max-bet is just nonsensical.

    It seems they have implemented this €8, 0,5€/line maxbet recently and they now have both max-bet rules in place (€8 and 30% of the bonus). They also have this silly x6 deposit max-withdrawal on the SUB like many others have nowadays. I can only shake my head when I read this.

    Sad days :(
    I feel with you OP, maybe the PAB achieves something.
    3 people like this.
  14. Aug 20, 2015
  15. deucebag

    deucebag Experienced Member PABnononaccred PABnonaccred PABaccred

    Very sneaky of them to hide this crucial bit of info in the general terms, while putting 30% of the bonus in the bonus terms. This group seems to want to cater to high rollers -- just recently I got a 25% up to 1500 bonus offer. Who in their right mind would deposit this amount if they could only bet $£€8?

    I call this entrapment.
    1 person likes this.
  16. Aug 20, 2015
  17. FAZI1

    FAZI1 Experienced Member

    Punta Cana
    In bonus terms and conditions is clear write max allowed bet is 30% of recived bonus. So all is clear - Legit win Operator shoud got payments.

    If casino add deep in terms and conditions other rule like - max allowed bet is 8€ per spin and 0.5€ per line but dont add same rulez in Promotional bonus terms and conditions
    ( where is write max bet 30% of recived bonus) and most players read this bonus terms before deposit NOT some deep general hidden terms and conditions.

    So who cheting in this case? who " forgot " add 8€ rule in Bonus terms and conditions ? and add Not true Rule abaout allowed 30% of bonus amount bet ?.....

    Just amazing casino add fake informations in bonus terms in same time add other hidden rule Deep in general terms ... and void players winings.

    Copy from Promotionals bonus terms ( points 16)


    what we see in this place - Clear rule abaut max bet is 30% of recived bonus thats all Nothing abaout any 8€ per spin or 0,5€ per line....

    Rule for bonus terms and conditions shoud be write : max allowed bet when player have active bonus is 8€ per spin . 0,5€ per line if in this place is write 30% of recived bonus ( thats all nothing abaout 8€) then this is clear informations player is allowed to bet maximum up to 30% his recived bonus balance per spin.)

    They have mess in bonus terms or they hidden terms and conditions making 2 different terms for same case and players need be victim ?
    1 person likes this.
  18. Aug 20, 2015
  19. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    House-Husband and Casino Advisor
    Bexhill on sea, England
    Believe me - I really wish there was a 30% rule so that the player would be OK - but rule 16 does NOT say "The maximum bet is 30% of the bonus"
    The whole of rule 16 is talking about "bonus abuse" and not max bet limits. The key words are "for example".
    Say a player deposited €40 and got a €20 bonus - if he bet the max of €8 (40%) he could still be penalized for breaking the 30% rule. Both sets of rules apply to the bonus and unless it's very clearly stated, one should assume the lower figure is the maximum.

    This rule 16 IS open to different interpretations, I understand that, and why some might think 30% is allowed - and indeed, I could even be wrong here (I hope I am!) - but the KEY rule for all players is IF IN ANY DOUBT - ASK BEFORE YOU START PLAYING.

    1 person likes this.
  20. Aug 21, 2015
  21. SlotsLover

    SlotsLover Senior Member PABnorogue PABnononaccred3 MM PABinit PABaccred

    tie goes to the player!

    Whatever happened to "tie goes to the player!" Casinos routinely invoke "spirit of the bonus" when a player wins and has not broken a rule so how about letting the player get the benefit of the doubt when he clearly plays "within the spirit of the bonus" and the rules are unclear or contradictory? The bonus wasn't all that great to begin with and even 30% of a 25% bonus is only 7.5% of the deposit, which is not a high bet. It's rogue for a casino to accept such a large deposit and then impose de facto and de jure a 1% max bet limit.

    ENOUGH. Casinos need to PREVENT players from making wagers that break the rules. The problem is not the bonuses, it's the casinos making and enforcing rules that are "against the spirit of fair play."
    4 people like this.
  22. Aug 21, 2015
  23. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    House-Husband and Casino Advisor
    Bexhill on sea, England
    Precisely! :thumbsup:
    I and many others have been banging on about this for 10+ years - and yet so far only Rival Gaming, Video Slots (and maybe a few others) have implemented systems which ensure players are "safe".
    It's NOT rocket science, which means there can be only ONE logical reason why casinos do not do this - it's a win-win position for them. :mad:

    5 people like this.
  24. Aug 22, 2015
  25. kavaman

    kavaman Senior Member PABnononaccred3 PABnononaccred3 MM

    I have also been very active here in this regard, saying that the number of pab:s from breaking the max bet rule, is very high. Very often when reading the bonus issues section if a player has broken a rule it has been the max bet rule. Casino's should start making it so, that it is impossible for a player to break the max bet restriction.

    As for ruby fortune, i also think it is sneaky to put this rule in general terms rather then bonus terms. If the bonus terms did not have 30% mentioned the player could have read the general terms, and noticed the 8e rule from there. I also think it is pretty irresponsible for a casino to offer such high deposit bonuses , and limit the max bet to a crumble of the deposit/bonus.
    1 person likes this.
  26. Aug 22, 2015
  27. heador112

    heador112 Experienced Member PABnononaccred3

    This is not acceptable , Ruby Fortune should pay this player !
    It is very good if a bonus has individual terms and conditions and it clearly says that the player can not bet equal to or more then 30 % of the bonus . It does not say in the individual terms something about 8 max bet .
    I understand this 8 max bet is relatet to the Welcome Bonus like the 6 x deposit max win rule , because the welcome bonus has no individual terms displayed at the promotion page .
    It is conflicting and misleading with the individual bonus rules that players are not allowed to bet equal to or more then 30 % rule .
    This individual rules mention all important bonus rules like the wager requirements , game weightings and max bet (lower then 30 %) . This is conflicting and misleading with the 8 max bet besides as others have said it makes totally no sense to play with a total balance of 4.000 when claiming the max bonus for this offer with 8 max bet :lolup:
    This is ridiculous :eek2:
    The player should contact the Rep and if he cant resolve this he should PAB or contact a lawyer in Malta in my opinion he has good chances to receive his money . This looks like a bad excuse not to pay a high win to me .
    2 people like this.
  28. Aug 24, 2015
  29. michielm1

    michielm1 Senior Member mm1

    teamleader/techical operator
    who wants to bet more than 30% of his damn balance anyway. op is full of it if you ask me
  30. Aug 28, 2015
  31. spintee

    spintee Meister Member webby mm2

    gambler :)
    The rule is very misleading, Using the 30% as an example, Like KK pointed out, If you depo £20 and get £5 free than 30% of £5 is £1.67 so betting £2 would be breaking the rule and thats far from the £8 max bet,

    So the example rule would only work if deposit less than (about £106) £106 / 25% bonus = £26.50 30% of £26.50 = £7.949999999999999

    So that example is complete rubbish and would only work if deposit £106 or less

    So telling you that you can have a bonus up to 800 and not showing the £8 rule is day light robbery. So if deposit full whack to take advantage of the offer 3200+ 800 bonus would give you 4k = .2% of balance at max bet allowed
    2 people like this.

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