Resolved Stryyke Casino Complaint

mudnav

Banned User - violation forum rule 1.9 - multiple
Joined
Sep 26, 2008
Location
Far away
I have been waiting for over 1300 euros from Stryyke. They are refusing to pay me based on something to do with IP address which i don't understand anyway.

All i know is that i deposited something like 125 euros was credited with a bonus ( I remember i didn't even claim the full bonus). Played some high stakes VP and hit lucky.

And i have been chasing this money for the last few weeks and they have stopped responding to me.


Perhaps now that we have a rep , he/she can get involved?
 
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RobWin

closed account
Joined
Apr 24, 2004
Location
A Vault!
I have been waiting for over 1300 euros from Stryyke. They are refusing to pay me based on something to do with IP address which i don't understand anyway.

All i know is that i deposited something like 125 euros was credited with a bonus ( I remember i didn't even claim the full bonus). Played some high stakes VP and hit lucky.

And i have been chasing this money for the last few weeks and they have stopped responding to me.


Perhaps now that we have a rep , he/she can get involved?

That is total BS if that IP issue is the case because you can travel with your laptop and log in to your account from different locales you know...so are they saying that you can only play at their casino if you play from the original location that you registered from...your first IP location ?? BS..:rolleyes:
 

mudnav

Banned User - violation forum rule 1.9 - multiple
Joined
Sep 26, 2008
Location
Far away
Yup they are not budging on this. I agree completely. Its been nearly 4 weeks and they are still holding on to it. I eventually managed to get my deposit back but they will not pay me my winnings!!
 

RobWin

closed account
Joined
Apr 24, 2004
Location
A Vault!
Yup they are not budging on this. I agree completely. Its been nearly 4 weeks and they are still holding on to it. I eventually managed to get my deposit back but they will not pay me my winnings!!

I'm curious why the rep here has not commented on this ??
 

LOOKAWAY

Senior Wember
PABnonaccred
Joined
Oct 29, 2007
Location
England
IP Address issue

I had the same problem at grand bay about 18 months ago, they asked for docs in the end.

And yes it was a problem a big one for them, i think it has something to do with me being on AOL, and there servers are in USA territory.

Funny thing though before i had sent them in, i phoned up about something else, got chatting with a differnet support op, told her about my ip address problem and she just unlocked my account, just like that in minutes..and a no problem sir done! :rolleyes:
 

mudnav

Banned User - violation forum rule 1.9 - multiple
Joined
Sep 26, 2008
Location
Far away
I have provided all ID documents etc but they think i will just go away.
Presumably the rep doesn't work weekends?
I'll wait until monday...I have waited for over 4 weeks now!
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
I'm curious why the rep here has not commented on this ??
For a few of reasons:

1. The complaint was posted in the wrong forum. :D
2. The rep was in Barcelona and probably didn't have a chance to look at this.
3. And yeah, most reps don't work weekends.

I'll contact the rep to see if he can't look into this.
 

Stryyke_Team

Dormant account
Joined
May 20, 2008
Location
Malta
Bonus Complaint

Hello!
In fact, i was in Barcelona and had my day off yesterday.
Now i am in the office again. I will check this site every day i am on work.
To the mentioned issue: We allow to play with the same ip adress but it is displayed in our bonus terms and conditions that we just grant one deposit bonus to each ip adress. We do that to avoid bonus abuses. Two other users had the same ip adress as mudnav, so we paid him out his deposits, but not his winnings.

Best regards
Florian
Casino Manager Stryyke.com
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Hello!
In fact, i was in Barcelona and had my day off yesterday.
Now i am in the office again. I will check this site every day i am on work.
To the mentioned issue: We allow to play with the same ip adress but it is displayed in our bonus terms and conditions that we just grant one deposit bonus to each ip adress. We do that to avoid bonus abuses. Two other users had the same ip adress as mudnav, so we paid him out his deposits, but not his winnings.

Best regards
Florian
Casino Manager Stryyke.com

Sorry, that's bullshit - proves nothing. You are going to need corroborating indicators since many IP addresses are dynamic, this means that they are allocated from a pool by the ISP when a customer turns on their modem, and are then "leased" for a period of time. Sometimes, they can change mid-session as the modem will renew the lease. The main reason for this is that there are simply not enough IP addresses to go round under the current naming convention rules, so that it is impossible to allocate a permanent IP address to each attached device.
MAC address is more telling, if you have 2 users with the same IP AND the same MAC address, it shows the same computer has been used, and that clearly the users are "connected", even if just through being friends or having sold on the computer.

It is also possible to check the IP address and see what ISP has it, and what area they allocate this IP range to. Check this with where the player says they played from, and normally it should match assuming the ISP has updated the internet databases with the current data about their IP address allocations.

Each ISP does things differently, and only users with the most expensive packages, involving a dedicated connection, will keep a static IP address.

I am with Virgin Media, and in the past they allocated static IP addresses, but now they don't, not enough capacity, so they allocate one dynamically when I switch on the modem. This is NOT what a casino sees though, as they use a proxy server arrangement, 6 in all, to cache and connect my area to the WWW - the more loaded this is, the worse my connection.

Most internet users have no idea what is going on behind the scenes unless they ask their ISP, and sometimes even THEY don't really know at their general support levels (a bit like casinos really:rolleyes:).

If you are only using IP addresses alone, you are going to end up branded a rogue, as many innocent players will get shafted. The fact this has not happened much so far is that only a MINORITY of internet users play at online casinos, and there are HUNDREDS to choose from.

OP should therefore submit a PAB to get to the bottom of this either way. The casino MAY have far more than "IP Address" on this case, but are not saying for security reasons at this stage.
 

Stryyke_Team

Dormant account
Joined
May 20, 2008
Location
Malta
Hello weatherman!
We dont need to check the mac address in this case (by the way: is that legal?)
since i talked to user mudnav personally and he told me he used the same computer as his friend.
But we think about concretizing these terms in the future.
Best regards
Florian
Stryyke.com
 

RobWin

closed account
Joined
Apr 24, 2004
Location
A Vault!
Hello!
In fact, i was in Barcelona and had my day off yesterday.
Now i am in the office again. I will check this site every day i am on work.
To the mentioned issue: We allow to play with the same ip adress

So are you saying that if a customer travels with their laptop and logs in to play and it is from another IP Address then they will be considered fraudulent ??

but it is displayed in our bonus terms and conditions that we just grant one deposit bonus to each ip adress. We do that to avoid bonus abuses. Two other users had the same ip adress as mudnav, so we paid him out his deposits, but not his winnings.

Best regards
Florian
Casino Manager Stryyke.com

So how do you determine as Vinylweatherman mentioned that there can be several different players from the same general locale who are also using the same IP Address ?? I agree with vinyl that this is BS if this is really the only way you are determining the legitimacy of a player !!
 

mudnav

Banned User - violation forum rule 1.9 - multiple
Joined
Sep 26, 2008
Location
Far away
I really think they are being very harsh. I admitted that i played on my friends computer as i was over at the weekend. After all my friend suggested i try out this casino.

I deposited my money- did not even claim the full bonus- as i was suspicious of depositing in a casino and played got beginners luck and i withdrew.

I provided all necessary ID etc and then find they withhold my money.
Incidently it tooks about 10 days to get a response from them.

I don't think the conditions are clear about this. And if there was a problem the casino should not have granted me the bonus.

I really regret starting out on a casino like this when there are so many reputable places without little catches.

I can't help thinking its a casino pulling a fast one.
 

Slotster!

I predict a riot.
Joined
Oct 17, 2004
Location
Location, Location!
If the OP is to be given the benefit of the doubt, it does seem extremely harsh. I've played at my regular haunts all over the place (geographically), and sometimes on other people's PC's who already have accounts (although not often)... Mind you, I suppose the length of membership/usage the OP has with the casino should be taken into account... I guess all the places I've done that with are 'well established' with whom I have a good depositing/withdrawal history.
 

Stryyke_Team

Dormant account
Joined
May 20, 2008
Location
Malta
The bonus is granted by the software automatically to every new account, so we cant deny the bonus preventive. And in our bonus conditions is clearly announced:
All bonuses and promotions are available only once per day and per person, family, household, address, e-mail address, ip address and credit card number. In case of abuse credits resulting from deposits will be reimbursed to the betting customer(...) Gratuitous credits and bonuses as well as winnings from gratuitous credits or bonuses and winnings will be forfeited entirely.

So this user took the bonus at the same household with the same ip adress and on the same day as "his friend" - thats why we denied the bonus afterwards.

We had to be strong with that since we had have a really attractive bonus offer in August that attracted many bonus abusers.

Best regards
Florian
stryyke.com
 

mudnav

Banned User - violation forum rule 1.9 - multiple
Joined
Sep 26, 2008
Location
Far away
I can understand what you are saying but if i was really interested in abusing the bonus i would have deposited the full amount. I didn't even claim the full bonus! I claimed a fraction of it. In the end it does appear that i won big and you are penalising me. I don't think you would be particularly bothered if i made say 50 euros?

And a mistake was made about playing on my friends computer. Is there no compromise here that we can reach? We are talking about 1300+ euros?
 

RobWin

closed account
Joined
Apr 24, 2004
Location
A Vault!
The bonus is granted by the software automatically to every new account, so we cant deny the bonus preventive. And in our bonus conditions is clearly announced:
All bonuses and promotions are available only once per day and per person, family, household, address, e-mail address, ip address and credit card number. In case of abuse credits resulting from deposits will be reimbursed to the betting customer(...) Gratuitous credits and bonuses as well as winnings from gratuitous credits or bonuses and winnings will be forfeited entirely.

So this user took the bonus at the same household with the same ip adress and on the same day as "his friend" - thats why we denied the bonus afterwards.

We had to be strong with that since we had have a really attractive bonus offer in August that attracted many bonus abusers.

Best regards
Florian
stryyke.com

So let me try this one more time to see if you are willing to answer my previous questions that I asked in my previous post...:rolleyes:

So are you saying that if a customer travels with their laptop and logs in to play and it is from another IP Address then they will be considered fraudulent ??


So how do you determine as Vinylweatherman mentioned that there can be several different players from the same general locale who are also using the same IP Address ?? I agree with vinyl that this is BS if this is really the only way you are determining the legitimacy of a player !!
 

GrandMaster

Dormant account
Joined
Jan 21, 2004
Location
UK
The bonus is granted by the software automatically to every new account, so we cant deny the bonus preventive. And in our bonus conditions is clearly announced:
All bonuses and promotions are available only once per day and per person, family, household, address, e-mail address, ip address and credit card number. In case of abuse credits resulting from deposits will be reimbursed to the betting customer(...) Gratuitous credits and bonuses as well as winnings from gratuitous credits or bonuses and winnings will be forfeited entirely.

So this user took the bonus at the same household with the same ip adress and on the same day as "his friend" - thats why we denied the bonus afterwards.

We had to be strong with that since we had have a really attractive bonus offer in August that attracted many bonus abusers.

Best regards
Florian
stryyke.com
Was this translated from German by any chance? It sounds very strange in English.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
The bonus is granted by the software automatically to every new account, so we cant deny the bonus preventive. And in our bonus conditions is clearly announced:
All bonuses and promotions are available only once per day and per person, family, household, address, e-mail address, ip address and credit card number. In case of abuse credits resulting from deposits will be reimbursed to the betting customer(...) Gratuitous credits and bonuses as well as winnings from gratuitous credits or bonuses and winnings will be forfeited entirely.

So this user took the bonus at the same household with the same ip adress and on the same day as "his friend" - thats why we denied the bonus afterwards.

We had to be strong with that since we had have a really attractive bonus offer in August that attracted many bonus abusers.

Best regards
Florian
stryyke.com

Well, you seem to have a little more than just IP address. You have two players playing from the same house and PC. This is much closer to the profile of multiple account fraud.

HOWEVER, you continually dodge my general point about IP address logging. Players themselves DO NOT CONTROL THIS, it is down to their ISP how they allocate IP addresses. You will end up screwing over players who can PROVE they played at their own house, with only ONE account, and with their own ID details.
You also leave yourself wide open to scamming, since those terms also list "per day", so if someone played on Monday, and then again on Tuesday, with different details and a new account, this would be WITHIN your rules, despite the fact this could be one person playing two bonuses.

This will lead to a poor reputation among players, and this pair are going to be telling their friends NOT to play there, and that you are cheats.

Provided this pair can PROVE they are two different people, and used COMPLETELY different deposit methods, and registered their details as shown on their documents, they are likely to be two friends who are new to online casinos, and didn't realise this might be a problem.

The terms are always worded technically, and anyone who doesn't know much about the "black box" that connects their PC to the internet will not know that playing at a friend's house means they will probably have a problem because their IP address will match that of another customer.

As far as I know, reading MAC address is not illegal, it is used by big companies like Microsoft to enforce it's licensing rules for it's software. If it sees that ONE copy of Office, say, requests updates from TWO different MAC addresses, it knows there are TWO separate PC's using the one copy, and they can check that the correct license has been purchased.

Mudnav has done something silly though, by using a friends computer, and on the same day. This should NEVER be done, it leads to many problems, not least the fact that casinos, not just this one, cannot tell this situation apart from a single player creating multiple accounts.

In this case, there are said to be THREE accounts from this IP address, and mudnav has only explained TWO. The THIRD also has to be accounted for, and if this turns out to be "another friend" that will only be admitted to once they have been asked for documents or had a bonus removed, this will look VERY bad for mudnav.

mudnav should PAB, and tell the WHOLE truth. If THREE friends played on that PC, say so, don't try to hide this fact, as the PAB will fail due to dishonesty.

The casino also needs to realise that IP addresses alone do not show whether they have one player with duplicate accounts, or two (or more) players who have been allocated the same IP addresses by the ISP for that area at different times - when one player shuts down, the IP address is freed and will be reallocated to another user of that ISP.
MAC address identifies the actual hardware, be that the modem, router, or end PC. If MACs are duplicated on different accounts, you have a close connection between them, the usual being that both played on the same PC, and/or in the same household. Such cases are more likely to involve multiple account fraud rather than have purely innocent explanations, but nevertheless CAN have an innocent explanation, such as the PC being sold on, or given away to another person.

Having automated bonuses makes such problems worse, and having a bonus awarded after a software check into several "indicators" would be far better than the confiscation after the fact route. Players denied the bonus would have to convince the casino that they are indeed eligible, and not simply chancers creating duplicate accounts.

There should be enough talent in the industry to produce software that minimises the risk of players having winnings confiscated through silly mistakes, so one has to wonder why casino operators prefer being able to pull off a confiscation rather than ensure their customers are shielded from silly errors of judgement.
 

RobWin

closed account
Joined
Apr 24, 2004
Location
A Vault!
:rolleyes:
HOWEVER, you continually dodge my general point about IP address logging. Players themselves DO NOT CONTROL THIS, it is down to their ISP how they allocate IP addresses. You will end up screwing over players who can PROVE they played at their own house, with only ONE account, and with their own ID details.

The casino also needs to realise that IP addresses alone do not show whether they have one player with duplicate accounts, or two (or more) players who have been allocated the same IP addresses by the ISP for that area at different times - when one player shuts down, the IP address is freed and will be reallocated to another user of that ISP.

MAC address identifies the actual hardware, be that the modem, router, or end PC. If MACs are duplicated on different accounts, you have a close connection between them, the usual being that both played on the same PC, and/or in the same household. Such cases are more likely to involve multiple account fraud rather than have purely innocent explanations, but nevertheless CAN have an innocent explanation, such as the PC being sold on, or given away to another person.

Well you and I have both asked him/her about this now 4 times between us Vinyl...:rolleyes:

Lets see if he/she gets it now and chooses to dodge our question one more time here...
 

GaryWatson

Dormant account
Joined
Jun 15, 2007
Location
Europe
You have to remember you are dealing with the ONGAME network. Personally i can accuse them of theft & fraud & rigged software (all on different occasions).
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
I'd have to agree with V-man here, I think it's time to Pitch-A-Bitch, if for no other reason than to get a final, formal answer from Stryyke on this. Normally the fact that this issue has played out on the boards, instead of in the privacy of a PAB, would render the PAB DOA, but ...

If the OP submits a PAB and suspends discussion of the case here while the PAB is in progress then I'll accept the PAB and do what I can. No promises though, Strykke has already stated their position and may not be open to further discussions on this.

So just to be clear: it's PAB now before this goes any further here on the boards, or we'll just leave it as one for the boards and I'll have one less PAB to deal with. Sorry to be firm about this but there you go.

If you do decide to PAB then please have a read through the new PAB FAQ, the link is in my sig.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
I'd like to know from Mudnav when, where, and how often he used his friend's computer.
 

mudnav

Banned User - violation forum rule 1.9 - multiple
Joined
Sep 26, 2008
Location
Far away
Ok, I have spoken to my friend about all this and he now tells me that he encouraged his flat mate to also sign up to Strykke. I didn't know about this.

I live elsewhere, have ID with a different address/ payment method etc. And i can't believe i got myself into this. I could have simply waited to get home that evening and play and i would have been fine - but i wasn't sure what i was doing to my mate helped (!) me.

The fact remains I signed up, did not claim the full bonus ( if i was really intersted in bonus abusing). Did so on my friends computer as he told me how to do it. Played and won big. Provided all ID to verify my account details and Stryyke wont pay.

Ok, so i broke a term and condition but it feels very harsh that i am being heavily penalised for this. I am happy to accept that i made a mistake and accept a concession but i think i deserve some of my winnings at least.

I will issue a PAB if others think so. But these are the facts as they are slowly unravelling to me.

I do think Strykke should be a little reasonable and appreciate that players do make mistakes. Its so easy to sign up and hand money over but when it comes to withdrawing.... I wish they never gave me the dreaded bonus as it was worth very little anyway.

Shall i PAB or not?
 
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