Ag Awards

Casino Fiz - Contradictory Terms and Conditions

Complaint Info
Disputed casino Casino Fiz
Reason Declined payment
Amount $ 250
Posted on September 27, 2014

The parties involved:
CASINO FIZ - http:/­/ww­w.c­asi­nof­

The lowdown:
I have been an on-line player for close to 20 years now- I am fully aware that before I deposit any amount I need to read the Terms and Conditions. In all of my time this has always meant that one should check four things- make sure that the casino offers a withdrawal method that can be processed in your country, the playthrough, the max cashout and game limitations. Via Casino Fiz, on August 27th I made a $25 deposit using a 210% deposit bonus. The terms were clearly stated on the cashier page- the playthrough was for 100x (crazy I know) with a max cashout of 10 x the bonus amount + the amount I initially deposited. The bonus amount itself would be withdrawn from my winnings, so I needed to have $602.50 sitting in my account if I wanted to walk away with top prize- Which is always my intent with a max cashout bonus.

The gist:
The bonus amount was for $25 x 210% = $52.50. The max cashout would therefore be $52.50 x 10 = $525.00 + $25 = $550 (not terrible but I am ok with that). By the time I had met the playthrough I was well above the max prize value but, because I have been burnt before, I withdrew the entire amount. Sure enough and as stated in the Terms, any remaining funds beyond the max prize value would be cleared from my account. The final value (automatically computed by the software after all requirements were met) cashed out was for $549.81- a number that was remarkably close to what I had showing on my phone's calculator (I assumed, and still do, that the remaining cents were due to intricacies involved with the processing of international funds).

The rub:
I had no problems having my security documents approved and after two weeks of checking daily I finally noticed that a payment had been processed. Unfortunately the amount was for $250. Frustrated yet patient, I contacted support only to be told that this casino (and apparently all casinos owned by this group, listed again here to help nudge search engine indexing: VEGAS DAYS CASINO - http:/­/ww­w.v­ega­sda­ * TRADITION CASINIO - http:/­/ww­w.t­rad­iti­onc­asi­ * ROKBET CASINO - http:/­/ww­w.r­ock­ * CASINO FIZ - http:/­/ww­w.c­asi­nof­ * SLOTS JACKPOT - http:/­/ww­w.s­lot­sja­ckp­otc­asi­no.c­om/) will only allow a withdrawal of 10 x the deposit if less than $250. Hmm, that's strange, as the Terms and Conditions clearly stated what I have written in the gist. Indeed I finally found what support was referencing buried deep within the Terms & Conditions found only on their website: "4.1. All Deposits of 249 USD/EURO/AUS or less have a max withdrawal of 10X the deposit for that specific play session". Obviously that is in direct conflict of what was stated on the cashier page. Also, lest any players here think that this only pertains to non-deposit or deposit bonuses- it does not. If less than $250 they will only pay out 10 x the amount deposited PERIOD, as stated by support. Of course, I asked support to submit a request to have management look into the issue to no avail. Also, just for the record, their finance department had to do some funky things with the Rival software in order to get my amount where they deemed it should be as shown here (pasted from the cashier itself) -> ***205346081787542 500.01 Wire Transfer CANCELLED Sep 11, 07:16:44 AM / 205346043078525 549.81 Wire Transfer CANCELLED Sep 11, 07:16:28 AM***

To casino management:
Please pay me the remaining amount I was expecting as shown to me on the cashier page. I was fine with the terms as stated. My deposit history will show that I have deposited well above the amount I have been paid and well above the amount I would be paid should this complaint be resolved. I would gladly deposit again knowing full and well that most of the time the casino will come out ahead. There is no need to blatantly fool your clients. If there is a max cashout of 10 x a deposit if less than $250 then that should be stated in the Terms and Conditions as shown on the cashier page. It is my guess that this particular rule is going to cost you more money in lost player deposits and time spent by management playing the public relations game than by just paying your customers. You do have an out though- I have noticed that since the time of my deposit and now, all max cashout references have been removed from your cashier page. That was not the case then so please do not use that as an excuse to pay me now. Thank you for your time and thanks for reading.

Posted on September 27, 2014

Dear @getters,
Any update considering your complaint? Thank you.

Posted on September 27, 2014

None yet- thanks for asking...

Posted on October 1, 2014

Hi there,

We are looking into your complaint and will respond shortly.

Kind Regards,

Casino Support

Posted on October 6, 2014

We are speaking to the player at the moment and will update shortly.

Posted on October 9, 2014

Dear @getters,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy