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SOS, I got troubles with my casino, what to do? - a practical guide from ValDes

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As I turn back in my memories, cannot remeber of having found a single place, where a regular gambler can actually find complete and consistent information on how exactly to defend his rights in any conflict with the online casino in which he/she plays! Everything I found was either too fragmented and unclear, or too short and concise! I am fully aware of the fact that such moments are extremely sensitive, but I also think that a player deserves the best! So I decided to sit down and share my personal experiences on the issue, moreover, unfortunately, in the recent months I had such battles on several occasions! And the most important is that I won every one of them! But how, you will maybe ask? Well, that's what we'll talk about in this practical guide!

 

And so, sooner or later, everyone who practices online gambling reaches a certain point, when he/she considers that his/hers rights and interests are infringed upon by a casino! In no case is necessarily a casino, you have a problem to be some kind of “rogue” or “scam” – it is entirely possible to get into a conflict situation even with the best in the industry! So, what can be these bottlenecks about?

  • Bonuses, promotions and everything connected with them, like wagering requirements, deadlines, eligibility, possible capabilities for cashing out, so called "bonus abuse" and others;
  • Deposits and withdrawals and everything connected with them, like refusing or delaying payment of the amounts, timing, feasibility and others;
  • Problems with the casino support;
  • Problems with the casino software platform;
  • Any other situations in which there is a disagreement between the casino, on the one hand and the client from the another.

Well, let's imagine that unfortunately you find yourself in such a conflict situation! At such moments it is extremely important that you are fully aware with both rights and obligations, you have accepted voluntary, upon the registration on any online casino! So, you are completely sure that you have no guilt and believe that your casino concerns with you cheating! How to act to protect your rights?

  1. Try to remain calm and keep your mind cool no matter how much money, nerves and emotions are involved! If you can prevent yourself from being impulsive and from making thoughtless actions, I guarantee, you will win the battle in 90% of the cases! But if afford to be rude, disrespectful or even worse - to insult the representatives of the casino, which argue with, I'm afraid that your chances of success decrease dramatically! Every single word can and will be used against you, so very be carefully and think twice what and who you're talking! Again, do your best and behave yourself calm and with good manner to people on the other end - in most cases they are exposed to even more stress and tension by yourself!
  2. Do not rush to publicize the problem, no matter how serious the situation really is! All casinos are very sensitive on this matter and if you make them to understand that you are discreet and give them another chance to correct what you consider is unjust, I am convinced that your chances of success increase significantly! Moreover - in the majority of the cases in which you will rely on outside help, you will notice that maintaining confidentiality is an explicit condition to get such!
  3. Prior to interfere with anyone else in your problem, do try to resolve the case by your own! Try to get in touch with someone from the casino management team and explain everything clearly, accurately and honestly and if possible, support your thesis with all the proves you have like e-mails, chat transcriptions, bank statements, screenshots and etc. Try to show a strong and unshakable determination to seek for your rights – it will make the casino manager to take you seriously and do everything he can to solve the case! If you succeed – great, but if you do not - calm, the battle is just beginning!
  4. Here now is just the right time when you should seek for a help from outside! Generally you have two options - to contact any of the official organizations that deal with licensing and regulation of online casinos or ask for help from any of the numerous websites and portals, dedicated to online gambling. Please note the fact, that no matter of the options you choose, you will be asked to cooperate fully, honestly and fairly when presenting the facts and circumstances that led to this conflict, and to respect for confidentiality and discretion! Do not try to cheating by saving important facts or events - sooner or later everything becomes crystal clear and if it turns out that you were not honest and trustworthy in sharing the problem, I can say that the only loser will be you with one hundred percent certainty!
  5. I recommend that you first seek help from someone of the largest and most reputable websites and portals, dedicated to the lovers of online gambling! I guarantee that you will be pleasantly surprised by just how much the people there can help! A great example of such gaming portal is AskGamblers.com, offering to its members a unique complaint system, through which you are given the opportunity to resolve any kind of issues, by the mediation of the AskGamblers team completely for free! All you are required to do is to present your problem clearly, accurately and fairly and to read carefully the terms and conditions for publication of such a complaint! Typically, such complaints are resolved within a week or two, but may take longer, so be patient and Let the people who deal with your case calmly to do their job! Be absolutely sure they will do everything that is possible to help and provided that it does not cost you a penny, I think it deserves respect!
  6. If, despite everything you've done so far, the problem is still on the table and you remain absolutely convinced that your position in this case is correct, then I'm afraid it's time to interfere with the heavy artillery! And these are just the official, in many cases even controlled by the government, organizations which issued the license, thanks to which, a casino, you have a problem with, is operating! Absolutely all online casinos have such a license! So what you need to do is look for which of them has issued the license, by which operates your casino. Usually this kind of information is marked visibly on the website of the casino and should not hinder you much finding it. So you found the name of the organization, it is time for the next step - contacting and filing a formal complaint! This is the most serious action you can take against a casino and, therefore, you are expected to approach with a maximum dose of integrity and responsibility when describing the details of your problem! Try to be short, clear and precise! Express clearly and unambiguously your claims, try not to make unnecessary emotional comments and in no case allow yourself to insult! If you have an opportunity to present evidence, than do it - saving any effort on your part of the job, reduces the chances of success, so do not be lazy at the very crucial moment! Do not give publicity to the fact that you filed a formal complaint, until the investigation has ended - otherwise you risk your complaint being terminated immediately! Be patient, because the official procedures take longer time to finish! It usually takes at least 6 to 8 weeks, but can last up to 6 months! I know it's awfully hard to wait for such a long time, but these are the rules of the game, so they must be observed! Here I will try to list some of the major players in the licensing market worldwide, as well as to provide you with their Internet addresses, where you can ask for assistance from them!

Alderney Gambling Control Commission

 

Antigua and Barbuda Directorate of Offshore Gaming

 

Costa Rica Commerce, Industry and Economy Ministry

 

Gibraltar Ministry of Finance Gambling Division

 

Malta Lotteries and Gaming Authority

 

United Kingdom Gambling Commission

 

Isle of Man Gambling Supervision

 

Cyprus Ministry of Finance

 

Kahnawake Gaming Commission

 

Curacao Internet Gaming Association /Netherland Antilles/

 

Panama Ministry of Economy and Finance

 

Other useful links:

Central Dispute System - for all players using Real Time Gaming software

eCOGRA Dispute Form - for all players in any casino, certified by this organization

 

 

Well, basically this is the most successful model, I have always tried to stick to when solving my casino problems and issues, no matter of the name and reputation of the casino! In fact, for all those nearly four years, in which I deal with online gambling, I have fought such battles only 9-10 times, but I am extremely proud of the fact that I have not Lost any of them! Anyway, each case is different and has its own specifics, so a universal recipe for success is not yet invented! But I can help you with tips on how to choose an online casino so as to limit the unpleasant emotions to a bare minimum!

 

Be brave but never unreasonable! And remember that here, in AskGamblers.com, you will always be able to find someone to help you!

 

ValDes

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Incredible post. More people need to read these points, particularly #1 and #2. If you want something, the best way to go about it is to be courteous. In all likelihood, the people you're talking to for assistance had nothing to do with the problem you're having.

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Do you have this in Bulgarian? Please say YES! :)

 

Nazdrave, bratle!

 

Hey, Dark Knight! :) I was just thinking of a small vocation from writing guides - it is ***** of a hard job! :p

But it looks like know I have to do it again! :D

Don't want to be too curious but are you going to have it just for your own or you intend to post it somewhere? :ph34r::D

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Perhaps it will be better if you post a link to this forum instead or straight to this guide, so that other players can benefit either from all the information here in AskGamblers.com! ;)

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great job with this. i have not had to do any sort of issue settling with a casino and hope i never do, but i'll make sure to come here if i do.

 

Wish I had your luck and never got any issue, but I play for years already in maybe more than 180 casinos and it was simply impossible to prevent from any troubles, you know! ;) Anyway, along with the troubles I have learned a lot as you have noticed, so I guess every cloud has a silver lining! ;)

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OMG, ValDes! Have you been in all these battles?! You are a very brave man than! :good:

 

Not so brave, I'm afraid! Determined is the correct word perhaps, but really hate when being treated like a fool from any casino! ;) Wish you never fight such battles! :good:

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Hm, sorry to hear that Dark! :huh: Try to stick to the guide as much as possible and everything will be just fine I hope! And you can always submit a complaint if something goes wrong of course! So, plenty of options for you to seek rights and what's yours! Full ahead, as the sailors said! ;)

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...

3. Prior to interfere with anyone else in your problem, do try to resolve the case by your own! Try to get in touch with someone from the casino management team and explain everything clearly, accurately and honestly and if possible, support your thesis with all the proves you have like e-mails, chat transcriptions, bank statements, screenshots and etc. Try to show a strong and unshakable determination to seek for your rights – it will make the casino manager to take you seriously and do everything he can to solve the case! If you succeed – great, but if you do not - calm, the battle is just beginning!...

 

Exactly! And combining the "strong and unshakable determination to seek for your rights" with the "submit an official complaint" just made me believe in Santa Claus again! ;) My little $200 problem was resolved in less than 12 hours! :D

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ValDes, I have a small question to you!

 

What chance do you think I have to return my winnings, voided because I was accused in breaching of a bonus condition. Need just a general answer, the rule was max bet 6.25 and i made ONLY one Spin at 10.00 unawares?! Thank you in advance.

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ValDes, I have a small question to you!

 

What chance do you think I have to return my winnings, voided because I was accused in breaching of a bonus condition. Need just a general answer, the rule was max bet 6.25 and i made ONLY one spin at 10.00 unawares?! Thank you in advance.

 

Hi, StotoHolic.

Forgive me for being straightforward, but my answer is - no chance at all! It doesn't matter whether you broke a rule once or hundreds of times! Yes, I can imagine your point of View - it was only once, perhaps nothing special has occured from that single Spin, but lets think in quite a different way for a while. Maybe you are in aware of the fact, that basically as higher the bet is, as bigger the chances of hitting a jackpot are! What if you had won such from that single Spin? Or had some sort of high paying winning combination for a few hundreds or a few K during this 10.00 Spin?

So, no sense of wasting your time and nerves to chase a chimera, Sloto! Better forget and move on! This is supposed to be the hard way of accumulating an experience, but eventually every cloud has a silver lining! ;)

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...Breaching ANY of all those rules, which come along with promotions and bonuses means you are in serious trouble, you know.

 

Thanks for the advice ValDes! :good:

As usual you were right, although this time I wasn't so happy from that fact :D

This will be a good lesson to be more carefull.

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Hi everyone

i am glad to find this website which give me a hope. i have had explain my iusse with Casino770

i have attached an complainte and made a post with all info.

 

Now i am going to try for last time with them if not all the worst to them as they treated me like fool although it s my money

 

I Guess i have to be more careful with those casinos which are nowadays are unsafe.

 

any help would be highly appreacited guys

all the best for you Specially ValDes

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Hi elliso and thanks for your kind words! :)

 

Firstly, there is no need to post about your issue with casino 770 in three different topics! Stick to one - that should be more than enough to get the desired help!

 

So, back on your troubles. To be honest, I still didn't managed to get a clear picture of what exactly have happened between you and casino 770!? They don't want to pay you? You have tied to reverse back your withdrawals or deposits? I know English is not your native language, but please try to supply us with a decent explanation.

The other way is to submit an official complaint from casino 770 here!

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