Thebes Casino Complaint

RESOLVED
jamieh Serbia
posted on June 1, 2009.

I am not sure you can help but I recently had a situation with, thebes casino. I was playing and hit the progressive jackpot (I have a screen shot of it). I did not receive a payout in fact all I received was 5.00 for a different line. I contacted them and they said to send them the screen shot and an email and I should hear something Monday. I have heard nothing and when I go to log on I cannot log on to there casino or any other casino with that same game. Where do I go from here? I do not have a number for their support team.

AskGamblers
posted on June 1, 2009.

We have forward this complaint to the reps of Thebes Casino. Hopefully, we'll receive their answer soon. Thanks for your patience!

posted on June 1, 2009.

Thanks for letting me know.


I will send a few emails to have this checked immediately, and get back to you as soon as possible.

posted on June 1, 2009.

As you can see below, I received this answer from one of the managers at Topgame yesterday and it has now been escalated upwards. I have also asked our casino manager at Thebes, to look into it and have them respond as soon as possible.


We have had two major upgrades on our platform this week and it seems that all the attention (at topgame) has been directed to them. This is not an excuse and I will put more pressure on them to give us a more detailed answer. I will get back to you tomorrow.



I have checked all the game sessions and did not find any jackpot win – the player claims to have won the jackpot but got only 4.99 paid out – I can see the whole session and all looks ok:


27/02/2009 23:45:07 0.45 0.00 4.99 0.01 0.00 27.85 – vs9q dougie’s delight

posted on June 3, 2009.

I just received the reply that was sent to the player after confirming that he did not play the Max Lines as required for  winning the Jackpot. (and which is as a side note, a well known  industry standard anyways)


We have not heard back from him yet  and I do hope he understands and realizes that in order to win the JP the bet must be played on Max lines (which is stated clearly on the payout table)


If you are in touch with him, please do try and find out if he received the response and if he still requires a clarification on anything .


I apologize for the delay in our support response and if there is anything more we can do for him please inform him that he can email me directly and I will escalate his inquiries and follow up on them.


Following is the email he received from the Support department.



Dear Jamie,


Thank you for choosing Thebes Casino.


After making the proper inquiries we have come to the conclusion that there was no max bet on max lines made as is explained in the game rules.


Your account was credited according to the rules and the sum that was won is $4.99.


Should you have any further questions or queries please dont hesitate emailing us at [email protected]


Sincerely,


The Thebes Casino Staff


jamieh Serbia
posted on June 6, 2009.

I did play on max lines.  I will include a snap shot.  They state that I would have had to place a max bet of 45.00 per spin; I played only .45 per spin but max lines.  I still contend that if I had 5 wild cards all the way across line 1 I should have won something.  I only received 5.00 for a separate line, and zero for that line.


Thank you for your assistance.  Also I would like to add that they contend to have 24/7 support and no one ever contacted me until I called them and then as they admitted that 5 wilds all the way across is rare and should win something, they said they would contact me once their casino was back online via chat and they never did.  They deleted my email without even opening it.  Not until I sent another email as customer service did someone respond.

posted on June 9, 2009.

I got an answer back from casino manager which says that apart from not playing max lines, the player got paid according to his winning line.


I was also told that there will be attempts to get hold of him over the phone to try and solve his claimed problem.