troubles at GWCasino

Mr2jaggy

Newbie member
PABnononaccred
Hey ive recently had a mega win at gwcasino an they dont wanna pay me out. They closed my account for auditing an then when i logged in again they had taking the $197514 from the account .this is what they emailed
Hi Jamie,

We are contacting you regarding your GWcasino account.

After a thorough investigation, with tight collaboration with our game provider, it was confirmed that there was indeed a software malfunction with the game “Bewitched”, that you played yesterday.

It was confirmed by the provider that due to the software error, the game was configured in a way that customers could exploit it by placing an extremely huge amount (greater than the allowed maximum bet) leveraging really high winnings. For instance, placing a bet of 1,500 was made possible by this error even if it is greater than the maximum bet allowed for the game, in fact it should not have been allowed in the first place. In addition, this malfunction was found in customers using AUD currency.

As stated in our General Terms & Conditions:

7. NO WARRANTY, LIMITATION OF LIABILITY

7.3. We make no warranty that the Services, games, software or Site will meet your requirements, be uninterrupted, timely, secure or error free, or that defects will be corrected, or that the software or the server that makes it available are free of viruses or bugs. We make no warranty on the full functionality, accuracy and reliability of the materials, or to the results or the accuracy of any information obtained by you through the Services. We are not liable for any malfunction or error arising from the games, software or Website. If there is an error or malfunction, then all bets and resulting payouts are voided. You also warrant that you will not exploit the error or malfunction.

Due to this, we reserve the right to void all the winnings however since we value you as our loyal customer, we are willing to make an exception by giving you back 14,016.48 AUD (your balance prior to playing the problematic game)as a bonus, which you need to wager ten times (10x) in order to withdraw the winnings. This bonus is subject to all our
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therefore any future winnings generated from this will be audited and can only be withdrawn if it was played according to our terms.

Please do not hesitate to contact us if we can be of further assistance.

Best regards,
GW Payments Team
 
Last edited by a moderator:

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
Did you "exploit the game" by pacing a bet of 1,500? :eek:

If you did, and this was a software "glitch" then I'm afraid you've lost the money as all casinos I know of have a term like this "Malfunction voids wins"

However, if you're adamant that you did nothing wrong, then you can submit a PAB:
PAB = Player ArBitration (previously called Pitch-A-Bitch!)
This is CasinoMeister's FREE service to help players with problems at non-rogue casinos.

To submit your PAB, click here: Player Arbitration

Be sure to read ALL the terms for submitting a PAB, including the Frequently Asked Questions here: PAB FAQs


KK
 

Mr2jaggy

Newbie member
PABnononaccred
I clicked max bet as i was winning i had no idea what the amount was so i continued play i not only lost the money from the win but also the money i had before which was about 15k.
 

Jasminebed

Grumpy old gal
The player won 197K, so $14K with wagering is not an attractive offer. I honestly don't know if a larger max bet is a software error you can "exploit". You run the risk of losing. Casinos usually choose what size to offer, it's not always the same at every casino. $1500 is extremely high however.

My advice is to not play with the 14K bonus you have been offered, but rather use the PAB service here to see if another resolution can be made. There are a number of questions I'd like to ask, but you should not discuss this further if you want to use the arbitration service.

Even if the game bets constitute an error, your prior balance should be reinstated without restrictions at a minimum.
 

maxd

Complaints (PAB) Manager
Staff member
Ok, PAB received and in progress.

@ Mr2jaggy : I'm pretty sure you've already done so but if not please do ensure that you've read the Player Arbitration Policies and Procedures . Failure to follow those guidelines could slow, damage or even kill your PAB.
 

Cody7

Registered
Sounds like didnt read the terms and conditions on this but theres always 2 sides to a story and im not quite sure of either at this point as minimal things have been said
 

maxd

Complaints (PAB) Manager
Staff member
@ Mr2jaggy : again I say please ensure that you have read, understood and comply with the Player Arbitration Policies and Procedures . Failure to do so could slow, damage or even kill your PAB.

The Policies & Procedures make it clear that posting on the forums while we are working on your PAB can and likely will kill your PAB. I don't see how we can make it any clearer than that.
 

nikantw

Ueber Meister
PABaccred
CAG
MM
I hope this gets resolved best way possible. Malfunction clause should only be used if the error gives the player an advantage. Bigger bet size doesn't do that, in fact it can be argued that it is the opposite.
The 15k balance would normally disappear after 10 bets. Player just got lucky.

Worst case player should get paid the balance that norlmal max bet would produce, 14k + 18k = 32k cash
 

Jasminebed

Grumpy old gal
"Bump" means someone is posting on the thread to put it back up at the top of the forum listing. The point being to indicate that an update is wanted.
Since the player has PAB'd, Mr2jaggy can't update us while it's ongoing. Are there any updates you can offer Maxd?
 
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