System Bug $13,770 winnings revoked

[Defaria]

Hey all, 

First time posting - mods remove if I'm in the wrong place. 

Need some advice on a situation.

I recently won a large sum of money on emucasino.com

I requested a withdrawal of the funds i had won, the withdrawal was held for almost 2 weeks. 

After numerous back and forth emails, i was informed that my winnings were revoked due to a system bug which gave me an abnormal win amount.

This is after the site had advertised and messaged players of my huge win. 

I have attached screenshots of my win and correspondence with emucasino.com

My question is; 

Is this legit from the casino? Do i have any grounds to challenge this? 

Any advice would be most appreciated.

Thanks in advance. 

[cocopop3011]

Hi and welcome to the forum!

Hmmmm, this is an interesting one. Not sure what they even mean by you increased the multiplier? 

Sorry I am not familiar with this game,. So you bet size was $0.60 and you had triggered a bonus game had you? 

[kayenne23]

game has a 4.000x max win. You won 13.000 dollars on a 0.60 cents.  its a 22.950x win. 

Sounds strange but it has happened before. I think this needs to be validated by wazdan also. If it was a bug (pretty sure) then you must get compensated at least someething for the trouble. But it really depends on the management. 

[cocopop3011]

6 hours ago, kayenne23 said:

game has a 4.000x max win. You won 13.000 Dollars on a 0.60 cents.  its a 22.950x win. 

Sounds strange but it has happened before. I think this needs to be validated by wazdan also. If it was a bug (pretty sure) then you must get compensated at least someething for the trouble. But it really depends on the management. 

Yeah his email asks if the casino has notified them, I'm wondering if they have and received any response?

I'm interested to learn what win appeared to trigger this kind of win (bug or not)

[Defaria]

More screenshots attached. They didnt upload in original post for some reason. 

Any more thoughts? Questions?

[Flatzem]

go look up what happened to a 21yo Aussie guy that played at Emu Casino and then the casino stalled his 30K cashout and repeatedly said the KYC excuse of "documents not being clear enough".

[Afi4wins]

The Grand Pearl prize is only 600, yet it showed 6585 on that Golden Pearl...definitely a bug in the game!

Wazdan should confirm this bug and decide what to pay you...most probably 600 and not 6585.

[kayenne23]

Did they tell you if they contacted wazdan about this issue? @Defaria

The casino is obligated to contact the provider for the validation of bug. The same happens when a player wins a jackpot. Validation is mandatory.  Confiscating the winnings without the validation by the provider is against every term in the casino industry. Emu casino must give you the provider's response.  And by the way. I hate when a casino does not show its licence. We all know its curacao one but at least have the decency to show it and let users click on it. 

[Defaria]

1 hour ago, kayenne23 said:

Did they tell you if they contacted wazdan about this issue? @Defaria

The casino is obligated to contact the provider for the validation of bug. The same happens when a player wins a jackpot. Validation is mandatory.  Confiscating the winnings without the validation by the provider is against every term in the casino industry. Emu casino must give you the provider's response.  And by the way. I hate when a casino does not show its licence. We all know its curacao one but at least have the decency to show it and let users click on it. 

No. They have mentioned nothing about communication with Wazdan. 

What do you suggest i do now? 

Can i go through the complaints channel here?

[kayenne23]

3 minutes ago, Defaria said:

No. They have mentioned nothing about communication with Wazdan. 

What do you suggest i do now? 

Can i go through the complaints channel here?

you are entitled to go through the complaint procedure. By the time emu casino has confiscated winnings without receiving validation by wazdan and also not contacting wazdan for the bug

[cocopop3011]

56 minutes ago, Defaria said:

No. They have mentioned nothing about communication with Wazdan. 

What do you suggest i do now? 

Can i go through the complaints channel here?

Yes absolutely! Please include everything you have told us and add the screenshots please and email proof. 

[pinnit2015]

There's a good first test of Betfred High Court ruling

What the High Court summary judgment in the Green V Betfred case means for gambling operators (cms-lawnow.com)

Doubtful you'll see the money though - that being said, it is a very obvious 'glitch' as opposed to some of the more back-end ones. 

[kayenne23]

2 hours ago, pinnit2015 said:

There's a good first test of Betfred High Court ruling

What the High Court summary judgment in the Green V Betfred case means for gambling operators (cms-lawnow.com)

Doubtful you'll see the money though - that being said, it is a very obvious 'glitch' as opposed to some of the more back-end ones. 

Green won the case i think due to the lack of terms Betfred had for this occasion if im not mistaken of course.  But clearly a player winning a big amount (13700 dollars) due to a glitch, emotions skyrocketing that eventually drop to the floor like a roller coaster, clearly deserves to be compensated.  But that depends on the management. Some casinos give free spins (really sad tactic) some others pay half or at least a good percentage of the winnings.

[cocopop3011]

@Defaria

 

Here are some links you may fund useful:

If you feel you have exhausted all your options with the casino then maybe you should consider the idea of using AGCCS . More about how to use it here.

Also, don't forget to read carefully all the AGCCS Guidelines and make sure to adhere to them. For more information how to use AGCCS, please visit our Knowledge Base.

Using AskGamblers Casino complaints Service

Let us know in case you need further assistance.

 

[Defaria]

Thank you to everyone who took the time to read and reply!

I have decided to go through the complaints channel AGCCS.

[cocopop3011]

42 minutes ago, Defaria said:

Thank you to everyone who took the time to read and reply!

I have decided to go through the complaints channel AGCCS.

Excellent! Please let us know the outcome. 

[RazorX]

Emucasino [shivers] I remember them from bygone days I wont mention what happened but 

yeah ..... it wasn't good I can tell you that much . 

 

Right now Only ones I'm touching are Betsson , Rizk (I need to give those guys more credit in the review) , Videoslots , Bitstarz , 

and Betvictor . (there are others but I'm solid with these) . 

[cocopop3011]

9 hours ago, RazorX said:

Emucasino [shivers] I remember them from bygone days I wont mention what happened but 

yeah ..... it wasn't good I can tell you that much . 

 

Right now Only ones I'm touching are Betsson , Rizk (I need to give those guys more credit in the review) , Video Slots , Bitstarz , 

and Betvictor . (there are others but I'm solid with these) . 

Haha, Shivers  I only played here once, back in the day too. Think UK are restricted now, but I remember their rubbish welcome offer. 

[Defaria]

Here it is... (screenshot attached)  

I'm not sure what this means though.

I'm guessing that there is another channel through emucasino directly that i can lodge a complaint through...

I will have a look tonight on their site to see if i can find anything. I don't have high hopes though, they have been slow to respond to emails and aren't very good at answering questions... 

Any other suggestions helpful... 

Anyone got any contacts at Wazdan?  

[cocopop3011]

1 hour ago, Defaria said:

Here it is... (screenshot attached)  

I'm not sure what this means though.

I'm guessing that there is another channel through emucasino directly that i can lodge a complaint through...

I will have a look tonight on their site to see if i can find anything. I don't have high hopes though, they have been slow to respond to emails and aren't very good at answering questions... 

Any other suggestions helpful... 

Anyone got any contacts at Wazdan?  

Hmmm..Let me have a chat with the complaints team tomorrow as it is really on the casino to contact Wazdan not you,  before this next step they've mentioned is required, not sure why this has been rejected considering the casino has not followed protocol here. The thing is if this is the case any casino can just throw out this stupid term to not pay out, without proof from the provider!

@ValDes Can you jump in on this one please?

@Defaria I'm wondering - did you explain  in the complaint that the casino has not provided any proof from Wazdan that this was in fact a game error?

 

[Defaria]

4 hours ago, cocopop3011 said:

 

@Defaria I'm wondering - did you explain  in the complaint that the casino has not provided any proof from Wazdan that this was in fact a game error?

 

@cocopop3011 thank you so much for your help! 

No,  I did not state in my agccs complaint that the casino hasn't provided any poof from Wazdan. 

But i provided all the relevant emails.

Not sure why it was rejected so quickly

The casino has since come back to me and offered me $100 bonus credit with a x35 wagering requirement. 

While this is nice gesture. It is less than 1% of the total winnings, and still requires a wager to be met.

I would really like to know how they come to a fair and reasonable outcome on matters like this. Bearing in mind that I also had a balance of about $300+ dollars before this win was credited. 

Also, what was the feature win meant to pay, if not $13770?

There is a lot to be answered here. 

Appreciate your efforts on my behalf @cocopop3011. ❤

 

[cocopop3011]

7 hours ago, Defaria said:

@cocopop3011 thank you so much for your help! 

No,  I did not state in my AGCCS complaint that the casino hasn't provided any poof from Wazdan. 

But i provided all the relevant emails.

Not sure why it was rejected so quickly

The casino has since come back to me and offered me $100 bonus credit with a x35 wagering requirement. 

While this is nice gesture. It is less than 1% of the total winnings, and still requires a wager to be met.

I would really like to know how they come to a fair and reasonable outcome on matters like this. Bearing in mind that I also had a balance of about $300+ Dollars before this win was credited. 

Also, what was the feature win meant to pay, if not $13770?

There is a lot to be answered here. 

Appreciate your efforts on my behalf @cocopop3011. ❤

 

I have just spoken to the complaints team. 

The next step for you to take is to ask the casino for validation from Wazdan that this was a bug. When the bonus triggers do you get to pick a mulitplier? 

[Defaria]

7 hours ago, cocopop3011 said:

I have just spoken to the complaints team. 

The next step for you to take is to ask the casino for validation from Wazdan that this was a bug. When the bonus triggers do you get to pick a mulitplier? 

I will reply to emucasino asking for the information and see what they come back with. 

There is no picking option in the bonus feature. It is a hold and win type feature. Credit prizes (pearls) hold when hit, and game will respin until 3 consecutive non-hits. 

[cocopop3011]

44 minutes ago, Defaria said:

I will reply to emucasino asking for the information and see what they come back with. 

There is no picking option in the bonus feature. It is a Hold and win type feature. Credit prizes (pearls) hold when hit, and game will respin until 3 consecutive non-hits. 

Yes please do because we need this before we can try another complaint. I really don't understand what the casino means by you have took advantage of the bug and increased the multiplier but I am not familiar with this game. 

Please contact the casino and let me know what they say. If there is a bug then they should contact Wazdan.

[Defaria]

No reply from emucasino yet.
I have emailed emucasino again, asking for validation from Wazdan that this is a bug.

They sure do like to take their time to reply, and when they do it is very little in response. 

Is it worth contacting Wazdan myself?  ( https://wazdan.com/en/contact )

Thanks again for sticking around.