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


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Ok, everyone! Please, I need your advice. And forgive me if i didn't post in the right topic, but the name of this one seems to be perfectly matching to mu current troubles.

I'm not going to involve the casino name yet, because we are still on an early stage of our dispute and as this guide recommends, I'll try to "Do not rush to publicize the problem, no matter how serious the situation really is!" So basically my issue is that my casino refuses to pay my last withdrawal with the explanation that I've breached one of their bonus terms. Yes, it is true, I really made a couple of higher bets than it was allowed and honestly I didn't have any intentions to argue with the casino. But the trouble is that only a couple of months earlier they also breached one of their own terms and conditions, but delaying my credit card payment with almost a week, although it is written in the terms that it takes between 3 to 5 days! So it turnes that the casino can break as many of its own rules as it wants, but if a player breaks even the slightest one, then he is immediately punnished! Why is that injustice? Do you think I must continue the fight and do I have any chances to win?

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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 c

I would also like to say sorry to you if i misled you in anyway.I did not know that you could talk on here like this.If i had known i would have been on here sooner.i did not look around the site nor

I'm not a boss. I'm just a guy, who's working hard to provide all of you with some valuable stuff, such as decent casino info, fair and fast complaints resolution process and help to anyone who's in a

Ok, everyone! Please, I need your advice. And forgive me if i didn't post in the right topic, but the name of this one seems to be perfectly matching to mu current troubles.

I'm not going to involve the casino name yet, because we are still on an early stage of our dispute and as this guide recommends, I'll try to "Do not rush to publicize the problem, no matter how serious the situation really is!" So basically my issue is that my casino refuses to pay my last withdrawal with the explanation that I've breached one of their bonus terms. Yes, it is true, I really made a couple of higher bets than it was allowed and honestly I didn't have any intentions to argue with the casino. But the trouble is that only a couple of months earlier they also breached one of their own terms and conditions, but delaying my credit card payment with almost a week, although it is written in the terms that it takes between 3 to 5 days! So it turnes that the casino can break as many of its own rules as it wants, but if a player breaks even the slightest one, then he is immediately punnished! Why is that injustice? Do you think I must continue the fight and do I have any chances to win?

 

Hello Dark Knight! :) And welcome back to AskGamblers!

 

Now on your question. I must admit that the situation you have is really very interesting. But straight to the questions:

"Why is that injustice?" - It is not injustice, it's just the way the whole world is existing and keep moving! The strong one always dominates over the weaker! :( Sad, but true!

"Do you think I must continue the fight..." - Yes, you should! If you won't manage to set up the issue with the casino on your own, I'm afraid your only chance is to call for the heavy artillery! Submitting an official complaint in either the licensing organization, issued the casino gaming license or some of the certifying bodies (if the casino has any certificates, of course) would probably help to some extent.

"...and do I have any chances to win?" - Frankly speaking, NO! You don't have a big chance to win this battle and mainly, because it is your fault in both cases. Firstly, because you didn't seek for your rights right after the casino has breached one of its own rules by delaying your payment. And secondly by breaching one of the strictest bonus rules, used by almost every single online casino out there! So basically, yes, you got your right and yes, from a moral point of View, justice is on your side! But... gambling, my friend, is not the field for proving a moral. It's a severe game of money and iron rules! :unknw:

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Rather interesting situation, really! :o Because, just imagine what will happen, if all players began to seek their rights for every single delay in a casino payment?

 

What will happen is ... a casino armageddon! :lol: Half of the online operators should close doors in less than a week! ;):D

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  • 4 months later...

hello my name is bashmc.i have a complaint against a casino and am wondering do i stand a chance in sorting this matter out.when i joined the casino i won £5000 and when i went to withdraw they closed my account and said it was due to a tech error on a game that i didn't even play.that issue was sorted and account back open and £5000 put back in.i went to withdraw again and again they closed my account said it was due to multiple accounts.i explained the situation and they accepted my explanation sent me an email apologizing and said that i could withdraw.instead though i went to gamble and my total winnings that i tried to withdraw was £14.000.i then received a phone call saying that due to a tech error i would only receive £4000.they deny this phone call.they say that when they phoned me it was on offer due to multiple accounts..the issue had already been sorted and money back in my account.why would i accepts their offer of 4k when they had already given me 5k.if i had gone to withdraw the 5k instead of gamble they would have let me withdraw the full amount.they would not have rung me to say it was an offer and we only giving you 4k otherwise they would have done that 1st instead of giving me back the full 5k.i have wrote to the lga and have had no response.not even a confirmation to say they have the email of complaint.how long does it take for the lga to get back to you on a complaint.i am left in limbo.i have sent them another email asking are they looking into it and nothing heard from that.what do i do next.please help

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Hi bashmc and welcome to the forum! :)

 

It turns out your case to be one of the complexed ones, since we have more than one problem here. So far you have mentioned about some technical error and/or multiple accounts. In order to get a decent answer, I'm afraid you have to answer the question if you really had multiple accounts or not. Because if you have done this then the offer of 4 or even 5K is more than generous, since most of the online casinos would kick you out in the very first second after you are Busted with more than one account, confiscating all of your bonuses and winnings and refunding only the initial deposits! If you have only one account, then the situation becomes completely different. These guys are supposed to prove that your winnings are generated because of the aforementioned technical error. And when I said "to prove", I mean they must put some solid evidences on the table, such as game logs, server logs and so on, so that one would be able to understand and be sure what have happened actually!

 

As for the Maltese Lotteries and Gambling Association, they are well known as being slow and that accommodating when it comes to player's protection! :angry:  But this should not make hesitant at all, just be patient and follow their instructions very carefully when submitting your case. ;)

 

Let me know if you need further assistance.

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hi thanks for the reply.no i do not have multiple accounts.family and friends used my comp and went on the casino i have all id for everyone that used my comp.they had cleared me of this when i explained who they where and that i could provide all id.not only that it states in their rules that only 3 people are allowed to join the casino from the same ip address.i was one of the first to join so any person that joined after the 3rd person had registered should have their winnings took off them for not abiding by the rules.they deny that they rang to say tech error where money wasn't being deducted.it will be in the chat log.i was cleared of both misunderstandings twice.like i said they gave me the money twice.i have asked for my phonecall details and they do not provide,i asked for my case to be sent to 3rd party again this was denied.everything i have asked for they will not give me.as far as i can see they had no right in taking 10k off me due to another tech error.i did not incur a tech error as my gaming log will prove and the phone chat log will also prove exactly what was said that day they rang and said i will only get 4k.do i have a chance of getting this money.its a long dogged fight but if there is a chance i will carry on.

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Frankly speaking, it is a little bit hard to follow your explanation, since you underestimate the usage of any punctuation rules as far as I see! :p

Anyway, now I have a better picture of your problem and unfortunately I don't have many good news for you. :( Seriously, I can't imagine how it is even possible for 3 or more people to use ONE PC and to play in ONE AND THE SAME online casino and not to breach some of the casino terms and conditions?! Especially if there are any bonuses involved, you must be lucky if you get 4K, at least IMO! ;)

One way or another, I would recommend you to check carefully the terms of submitting an official complaint in front of LGA if it is not forbidden to give a publicity of your issue, before it is not over yet,  then try to submit a complaint, using our free complaint system! Wish you luck.

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When i joined the casino it said you was allowed a maximum of 3
people per household.I was the 3rd to join.The other two people are
family and friend who was with me at the time.They Lost their money.I
however did not.I met the wagering requirements ,spoke to casino live
chat about how do i withdraw and they told me that i all i had to do was
deposit £30 and i could withdraw the £5000 that i had won.I deposited
the money and soon as i did they closed my account.When i asked why they
told me that it was due to a tech error and that i took advantage of
this tech error.All comes to all this so called tech error was on
blackjack.This is what they emailed me.I told them that i did not play
blackjack therefore this tech error was wrong.After writing on ask
gamblers they looked in to my issue and sent me an email apologizing and
reopened my account and gave me back my £5000.I went to withdraw again
and again they closed my account and said it was due to multiple
accounts.I do not have multiple accountsIi told them this and explained
who the other people was and that i could provide all identification.I
also said to them that i was the 3rd person to join so therefore i
should have No Worries.It states that you can have a maximum of 3 people
per household.I have done nothing wrong.i cannot see how i broke the
t&c's.They agreed because they reopened my account put the £5000
back in and told me that this time it would be validated.This surely
means that all accusations about multiple accounts is over and done with
or am i missing the point.To me at this stage after everything is
cleared this £5000 that they put back is therfore mine to either
withdraw or gamble.I chose to gamble and won a further £9000 making my
total £14.000.Is this not mine then after being told that i could
withdraw the £5000 and it would be validated.In my eyes it does.I then
receive a phone call from them and they said due to a tech error,the
tech error being my account wasn't deducting after i lost on a game, we
will only give you £4000.In no way in this conversation did this woman
say due to multiple accounts we are offering you £4000 and in no way did
i accept.All i was told was a tech error.They had no reason to say
multiple accounts because that matter had been resolved had it
not?.tThey deny that they said due to a tech error.If i had gone to
withdraw i would have received the £5000. Is it not, that the casino may
have thought that i was going to withdraw because i had already tried
twice and when i gambled they decided not to pay me the full £14.000 and
come up with the excuse of a tech error.They certainly would not have
phoned me if i had just gone to withdraw they would have let the
withdrawal go ahead and be validated.I see no valid reason for them
taking this £10.000.My account was deducting the game log will show it
was so why take the £10.000 off me.The phone call log will also prove
that i was told due to tech error.So basically if the 5k is mine to
withdraw its mine to gamble am i right?.If i win more is this extra
money mine?.If it is then there shoulld be no reason for them to take £10.000 from me?.

 

ps...hope all my stops are  now lol

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may i also add.There was another complaint that i read,about a lady who had registered an account with the same casino as me,and her account was closed.Her mum and dad had an account each from the same address.She was told it was due to multiple accounts and in return she explained the situation.This lady was the 3rd member at the same address,just like me.The situation was sorted and she got paid out,a bit like me only i got some of what i was asking.

I believe this casino has took £10.000 from me for no valid reason and that this money is mine.This is the reason why i have been fighting it for so long.If i have breeched the t&c's.then all i ask for is for them to show me the proof.If they can do this,then it's fair enough,and the matter will be closed.In my honest opinion,i really do not think i have and am willing to stop going on about it and move on.If you really believe in somthing then you fight for it, and if you are wrong then you need proof.This is all i am asking and the casino will not provide me with proof.In your honest opinion,what would you do.

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Well, I have just found that you have already submited not one but two complaints against the casino in question! It was going to be much easier if you have stated this fact before asking for opinions here at the forum! :angry:

Anyway. Since your issue with Casino 770 has generated much attention I will try to put my personal point of View about your case.

 

1. As you may have already noticed , AskGamblers.com has a totally different phylosophy when it comes to a player's protection. We do not count that much on terms like blacklists, rogue pits, scams and so on, but try to supply all of you with as much information as posible, including but not limited to our detailed casino reviews, members own casino reviews, news, announcements, bonuses, campaigns, etc. And most important, you have the ability to see the full history of complaints against any online casino we have currently presented on our website! We do not protect any casino, we do not protect any group, we give you all we have so far as facts and details and leave you draw your own conclusions! That's why we have chosen our slogan to be "Get the truth. Then play."And when speaking of complaints, just a quick look at the aforementioned casino is showing that we have 60 complaints in less than two years and almost a third of them closed due to the casino inactivity. For me that's more than enough to draw some conclusions!

 

2. This is from the Casino 770 terms and conditions

 

3.4 By registering on Casino770, the user irrevocably authorizes Casino770 to limit to a maximum of three (3) the number of registered accounts with Casino770 per IP addresses. The user acknowledges and agrees that he shall not use an IP address that has more than three registered accounts and that it is his sole responsibility to verify the number of registered accounts with Casino770 prior to registering his own personal account. In the event a user uses an IP address that has three or more registered accounts with Casino770, the user irrevocably agrees to authorize Casino770 to block at its sole discretion any payment request(s) and to forfeit fully any amount in dispute to Casino770.

 

Simple and clear, isn't it?! You have breached a casino term and that's more than obvious.

 

3. But all the above could not explain why you have decided to play in a casino with such a controversial reputation (more than obvious from its complaint history), to win 5K, to get the ability to withdraw them but to play again on top of that, although you must have been in aware at that time that you have problems with the casino?! :shok: Excuse me, but I just can't get your logic. Either you are completely new to online gambling or you are just a lover of the extreme emotions! :fool:

 

4. I doubt you will get a different outcome from the Maltese LGA, but this is the only choice left for you, so wish you luck.

 

Please, read carefully all the guides in my signature! You really need to learn a few things about the tricky world of online gambling mate. Really! ;)

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i did not know of this site when i 1st joined the casino.i did not check any history about this casino or any other casino.if i had then i would not have played.As it states you are allowed 3 users to play at the casino i was the 3rd user so how have i broke the rules.This is what i do not understand.if 3 other people had joined and i was the 4th to join,then yes i have broke the rules but i was the 3rd to join.If like i said i was the 4th and went to withdraw by all means they have the right to take the money.So because say for instance 2 other people register to the casino the 1st 3 people that joined they will get their money confiscated and be told due to too many accounts.is this right.Do the 1st 3 that reg lose all their money when they go to withdraw,or would the 1st 3 be ok and this rule applies to those that reg in 4th 5th 6th etc.If i am wrong i am wrong and yes i would consider that getting what i got was lucky.Maybe i am blinkered on this one because i do not see how if i am the 3rd to reg, have i broke the rules.theses rules should apply to those that reg after me.

as for the gambling again,after having my account closed twice and the waiting i did i just decided to gamble,do not know why but just did.i was pretty fed up by this time.

This casino was adament at the 1st accusation of tech error.They stuck by it.Then all comes to all they accused me of playing on a game i did not play.Why accuse me of this.Then the 2nd accusation was accounts.All i can see is this casino accused me of 3 different things,the last one was another tech error.

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I think you still did not get it right dude! :(

You have breached certain casino term! End of story! Any consideration whether it is good or not are totally useless, since you have accepted these rules upon the registration! To be completely honest, I wouldn't even pay you those 4K they already gave you if I was a casino manager, since you are in obvious violation of the casino T&Cs! Anyway, all you can do now is to wait for the LGA decision, accept it and move on! Anything else would be just a waste of time IMO! ;)

 

 

I would also like to say sorry to you if i misled you in anyway.I did not know that you could talk on here like this.If i had known i would have been on here sooner.i did not look around the site nor forum and only clicked on the other day.please accept my apologies.

 

No need to apologize for anything. Now you know where to look for reliable information before join any casino, right? :p

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  • 2 weeks later...

There is no online gambling that is totally safe. You have to remember that there is very little you can do to dispute anything that is going wrong. I have played for many years off and on and have basically had to fight to get paid. One time I sent over 101 emails to get my pay.

 

It is a living nightmare. Even on line Bingo is really bad. They have hidden rules and bottom line, both casinos and bingos on line will close out your account if you win too much and that has happen to me.

 

If you want to gamble, do not do it on line. Go to a real casino you can walk in and win, take the money home right then. It is just not worth all the hassle to play on line.. You get all excited that you won and then fight fight and sometimes don't even get paid. I recently played a free birthday gift from slotsjungles and won and met their playback requirements. I still have not received my money and its been 3 weeks for $350.00. Thank goodness I didn[t make a deposit but bottom line they lie, cheat, and there is nothing you can do, they are over seas. Be smart, do not gamble on line.  

Edited by ValDes
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Hi kittyoutlaw1 and welcome to the forum! :)

 

To be honest, reading your post was the amusement of the day for me! :D It's not even worth arguing, since what you have written is totally wrong and unduly! You can't just walk in and say that all online casinos are *****, based on the huge experience you have stated with ... only One Casino?!! :shok: It is stupid and irresponsible to summarize like that, cause the same criteria could apply to all areas in the everyday life! :unknw: Following your logic (just kidding of course, yours is a mile away form logic :p ) if my last ISP provider was giving me bad connection, would it be correct to say that all ISP providers all over the world are bad? ;)

 

Come on, use your head for a while before posting such nonsense please!

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Dear ValDes,

 

I've read your guide and will follow your suggestions.  :rolleyes: But first, I made one more attempt to contact Mr. Jack Wells, who is allegedly the Operations Mgr. of 99 Slot Machines. I've given him the benefit of a doubt and asked him one last time to handle my withdrawal request that dates back to 7/8/11 and come through with my winnings. Being polite is one of my fortes. I've been in Customer Service in the Indurance Industry for over 14 years and Payroll Industry for approximately 4 years. So I do know how to "kill them with kindness". ;) So thanks for the advice. I'll let you know what Mr. Wells (if in fact there is one) responds. If the answer is not acceptable, I will write to www,ciga.an (licensed from Curacao) as you suggested. Thanks again.

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