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Casino Extreme - Refusing withdrawal with unjustified accusations


Complaint Info

Disputed casino

Casino Extreme
Posted on January 18, 2021

I deposited 94$ on a bonus given to me by a casino representative 233CHIPY. I won $4560 and they refuse to pay me, saying I over bet. I asked the representative (his name was Mario) on Sunday 01/10/2021 what the max bet was for that specific code and he said $10. The highest I bet was $6.25. I have a screenshot of a conversation with another representative and he states 10$ is the max bet for Chipy codes as well. I have asked for chat logs from management and they insist that they don’t have chat logs, but sent me one chat log that was completely irrelevant that I didn’t even ask for. They seem to be deflecting the entire situation and will take no responsibility for this. I didn’t bet $6.25 until the morning after I was told by a rep (Mario) that my max bet allowed was $10 when I asked about my specific code 233CHIPY. I asked them for my specific chat log with the representative Mario, and they will not respond. I hope you can help.

Posted on January 18, 2021

Hello Teardrxp,

Hope you are well.

For anyone reading, it is crucial to note that the 233CHIPY bonus code is an Affiliate Exclusive bonus, offered solely through the Chipy.com Bonus Blog section. The terms of this bonus are not listed on our Casino webpage. These terms can only be seen on Chipy's Blog Post.

On this Blog Post, the Maximum Bet rule is clearly listed as $/€ 5. I have attached a screenshot of these terms to this post, as I am not certain whether I am allowed by @AG to submit the full URL to another website.

This rule was clearly broken. Here are all the relevant facts, in regards to your betting:
1) You've made your deposit and claimed the bonus at 01:00:13 AM on the 10th of January,
2) You've made your first bet at 01:01:43 AM on the 10th of January,
3) The first batch of overbets was made between 02:08:08 AM and 02:17:34 AM on the 10th of January,
4) The second batch of overbets was made between 05:02:12 PM and 05:13:42 PM on the 11th of January,
5) In total, you've made 157 invalid bets, and triggered multiple Free Game Features from these bets,
6) Your total overbet sum was below $1,000, while your total invalid winnings exceeded $3,000, which is why these violations were crucial to the Bonus Play result.

As we already discussed, we have no way of making exceptions to this amount of violations made. As per our terms of service, your winnings were voided, and your original deposit was refunded to your account.

This complaint is focused on your claim that a Chat Representative has given you incorrect information in regards to the Maximum Bet Rule for this specific bonus. We were not able to find any chat logs which corroborate this claim, and we did a thorough search. Before this complaint was posted, there was an elaborate transcript between the plaintiff and Casino Management in which we've provided all chat logs in the relevant time period. The only chats found were related to the Account Verification process. Neither the bonus nor the maximum bet rule were mentioned in any chat session.

While our Customer Service agents are well trained and well informed, they are only human. I will state again that no chat was found, where you were given any incorrect information. While it may not have happened in your case, operator mistakes do happen. This is why one of our terms specifically states that no Terms or Rules may be altered or changed by any means other than the correction of relevant Terms or Rules:

3.5. These Terms are the full and final expression of your relationship with the Casino. They constitute the entire agreement between you and the Casino, and supersede any prior understandings, agreements or commitments, whether written or oral between the parties. No employee, officer or agent of the Casino, or anyone else involved in creating, producing or delivering the Casino, may verbally alter, modify or waive any provision of this agreement. By entering the Website, opening a User Account with the Casino, using or reusing any such User Account, or the acceptance of any cash-in, you hereby agree to all rules given in the Terms, as amended from time to time.

We are deeply sorry about the disappointment this entire situation must be for you. We never enjoy removing winnings from our players, as we know what it feels like, and how similar complaints impact our reputation, which we stake very highly. We do our best to make exceptions wherever possible, but in this specific case, due to the excessive amount of winnings made, no such exception was possible.

I hope I've given sufficient information, and I hope that it sheds some light on what has happened. Please let me know if there is any further info I can add, which you would find helpful.

Kind regards,
Casino Management

Posted on January 18, 2021

Dear @Teardrxp,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Posted on January 19, 2021

I was given the 233CHIPY code by a representative of the casino over live chat. I did not use a 3rd party. This code was given directly from the casino. Also there was absolutely a live chat with me asking representative Mario what the max bet was for my specific coupon 233CHIPY. He informed me it was 10$ max bet. I also have a screenshot from another representative of Casino extreme named Luigi and he also stated CHIPY codes have a max bet of $10. I do not feel this is resolved and believe sole responsibility belongs to the casino for not training the representatives with the proper t&cs. I would agree to a settlement but I am not willing to agree in any way this is the fault of myself as a paying player who was told incorrectly.

Posted on January 19, 2021

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Casino Extreme management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.