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

[beth115]

First of all, as players we accept the stated "Terms and Conditions" stated on the website and additionally if we have questions about the TandC's we ask before ever making our first deposits, especially in regard to bonus terms and payouts; IMO.

 

When the Casino fails to follow the stated terms or what support has advised you(always keep a copy of emails and chats), then you are no longer bound by those terms legally.  Since it would be next to impossible to file suit against the casino; it leaves players few options to get the money owed them.  A players best recourse when all else fails is to contact their bank or card issuer if that is how they deposited. If you have not made deposits equal to the amount owed you within the last 90 days, you can only file a dispute for the amount you deposited and if you have deposited more than owed you should only dispute an amount equal to what is owed you.

 

Some consider the filing of a dispute a "chargeback", but that is not so because you bank or card company will give the processor up to 60 days to respond.  A player hopes that after the dispute is filed, the casino/its processor will pay what is owed and then you can advise your bank/card company that the company has settled up with you and there will be no charge back to the processor/casino.

 

If they fail to pay you with the 60 days or fail to respond at all to you or your bank/card company, then they will credit back your transactions permanently. 

 

This will likely mean you will be put on a blacklist and not able to deposit again, possibly at any casinos within the software group, i.e. RTG, Microgaming, and so on.

 

So choose your battles.  Only take this measure when you are owed a bunch and are willing to stop playing with this group and others that use the same software.

 

If more players were willing to do this, we could get rid of bad casino groups or hopefully, at the very least, get them to clean up their acts.

 

Not sure about you, but when I deposit via debit card the money is deducted from my bank account immediately.  We shouldn't have to wait weeks and weeks to get paid our winnings.

[ValDes]

Hi Beth and welcome to the forum!

 

Thanks for your input about such a delicate matter like the troubles with online casinos is. And I must say that you are right but only to some extent! FIrst of all, your statement applies only to US players and thus not all banks and card issuers will even bother to make any checks and/or chargeback actions since the online gambling is still under the UIGEA act enforcement in the USA! Not to mention that even if you manage to issue such a chargeback, often it will takes months until it finally clears out. On the other hand as you have correctly stated "This will likely mean you will be put on a blacklist and not able to deposit again, possibly at any casinos within the software group, i.e. Real Time Gaming, Microgaming, and so on.", and not all RTG powered casinos are rogues, right?!

That's why people like me are wasting their time and nerves to write such guides like this one for example! I strongly advice you to have a closer look at it, I'm pretty sure you will learn a lot...

And hey, there is only one way to avoid crooks and rogues in this industry! And it's name is not blacklist, rogue pit or something else. It is called a knowledge! As much as you know, as many details you have , as better your judgement would be and thus no need to rely on someone's else personal opinion!

[Irine]

It has been weeks ago since i made my withdrawal to a specific casino but my money is not yet transfer to my payment processor i asked their representative and said that my withdrawal is under processed? What do you think i suppose to do right now ? or It's better to file a complaint against to that casino? I waited to long and nothing happens.....

[Luciana]

Hey Irine

 

If it's been too long and you don't have any more patience, you definitely should post a complaint!

 

Oooor...you can use the privilege of being our regular forum member and send me your user details at particular casino and I'll check what's happening with your payment, directly, outside the complaint!

 

In that case, don't forget to PM me with the name of casino

[ValDes]

Yeah, Luciana's offer is the ultimate one in your situation, Irine. Although it is slightly suspicious and looks like some kind of a girlish conspiracy to me!

[Luciana]

Hahaha, just benefits for forum members

[snb6448]

  Well, virtual casino put a block on me from using any coupons....claiming I have used too many multiple chips. All this started because I contacted live support to redeem my cash comps. This blew up into a huge issue! The rep, angry at my response towards her, put a active chip into every site that I play including those sites not affiliated with Virtual and I can not get those folks to understand that what they did was wrong, rude and in not to their best interests.

  These online casino sites really believe that players are obligated by their Sharia Mentality to abide by their rules. If you violate those rules you have to be punished...that is what they think. Based in Costa Rica, they have no concept of freedom of speech, will and dissent or how players think in the United States. The concept that, "the customer is always right"  is as foreign to them as the Planet Saturn. These sites which are considered rouge in many circles suffer from a lack of consumer ethics. Any player who deposits money on any of these sites does at their own risk....all you have to do is read the complaints on this blog to understand that depositing money on a site which will probably not pay you is insanity. Anyway, I am probably through with any casino affiliated with the virtual casino group.

[ValDes]

Hello snb6448 and welcome to the AskGamblers forum!

 

First of all, your post was moved to a proper place, I hope you don't mind.

 

Now, back on your issue. Yeah, probably Virtual casino is known with its contravertial reputation over the years, I'm afraid. There's not much to help here, unless you decide to to submit a complaint against them.

[szirtisas]

I think the best way to get the casinos pay is the askgamblers complaint system, i saw a lot resolved case with the askgamblers help.

[cocopop3011]

I think the best way to get the casinos pay is the askgamblers complaint system, i saw a lot resolved case with the askgamblers help.

I agree, many complaints are resolved this way and its really helpful to know that you can always come here if you have a problem

[neven.lepsic]

Hello, and good evening. First of all Im not even sure if this thread is alive, and if someone will answer my little post here. Actually there is nothing much to do, cos I obviously breached terms and conditions from one casino. But I still want to express my feelings here. First of all 2 days ago I receive a letter, from some casino group, bla bla, they offer me 2 bonuses - one of them is 20$ no deposit bonus, I did a quick look over their terms and conditions ( not good enough, cos Im really new to online gambling - actually registered one 2-3 more casinos, long time ago, just to check that bonuses they got, never made it through... ), and I start to play, bet 0.90 - I hit some big win of 500$ after like 100 spins, I check @ bonus money, and it says like Real money : 470, bonus money : 20.... ok Im heading to a live chat support, and they are telling me I need to wager my bonus 30 times, and aswell they say which games wager, and how much ( I have already played like 150$, and they mention roullete is only 2% wagering, while slots are 100%.... Roullete rigns a bell to me, so I went there and played few hands, like 40-50$ hands ( breach of bonus 25% rule I didnt know at that time, but allright ), I played lets say, 6-7 hands, finished with minus of few $$... Later on I went normaly onto slots, even hit one more big win of 500$.... and now Im in situation, that I got 1100$ that I cant withdraw, even better, to withdraw I would first need to deposit some money. Even opening a foreign currency account in the bank, and when I deposit lets say 100 euros, that casino is gonna make my money, and that money I won with a bonus void.

 

So that is complete bullshit, and I think customers should be more protected, I completly understand that small ppl made mistake with terms and regulations ( not reading them, or not reading them carefully ), but still I feel kind of violated here, minimum roullete bet is 1$, its not like im doing a doubling system or anything, im playing plain series 5/8 and my bet excedes my bonus, even better, I dont even get that 6$ wagered, cos roullete wage is 2%

 

So this looks like a complete ripoff to me, Im sorry once again, and Im aware Im barking at the moon, but if u look @ this with plain logic, it seems like those few lucky ***** ( like me ) who win @ those casino bonuses, are gonna get scammed after they deposit their money cos account is gonna get frozen when u try to withdraw. Bet should not exceed 25% of bonus is hardcore joke aswell, specially when its taking your real money. And even one spin like this got you banned....

 

This should be worked somehow, even that casino puts some caps onto those bets, or even remove games like this, cos this is hardcore ripoff, once that u watched in old movies when victim sings on a blank paper...

 

Im gonna leave that 1100$ on account, not even gambling them, but it killed my euphoria, and once again big company is ***** a normal person...

 

Next time they send me some offer via postal office, Im going to take a *****, put it into a nice package and wrap it, and send it back to them.

[Adebisi213]

Hello, and good evening. First of all Im not even sure if this thread is alive, and if someone will answer my little post here. Actually there is nothing much to do, cos I obviously breached terms and conditions from one casino. But I still want to express my feelings here. First of all 2 days ago I receive a letter, from some casino group, bla bla, they offer me 2 bonuses - one of them is 20$ no deposit bonus, I did a quick look over their terms and conditions ( not good enough, cos Im really new to online gambling - actually registered one 2-3 more casinos, long time ago, just to check that bonuses they got, never made it through... ), and I start to play, bet 0.90 - I hit some big win of 500$ after like 100 spins, I check @ bonus money, and it says like Real money : 470, bonus money : 20.... ok Im heading to a live chat support, and they are telling me I need to wager my bonus 30 times, and aswell they say which games wager, and how much ( I have already played like 150$, and they mention roullete is only 2% wagering, while slots are 100%.... Roullete rigns a bell to me, so I went there and played few hands, like 40-50$ hands ( breach of bonus 25% rule I didnt know at that time, but allright ), I played lets say, 6-7 hands, finished with minus of few $$... Later on I went normaly onto slots, even hit one more big win of 500$.... and now Im in situation, that I got 1100$ that I cant withdraw, even better, to withdraw I would first need to deposit some money. Even opening a foreign currency account in the bank, and when I deposit lets say 100 euros, that casino is gonna make my money, and that money I won with a bonus void.

 

So that is complete bullshit, and I think customers should be more protected, I completly understand that small ppl made mistake with terms and regulations ( not reading them, or not reading them carefully ), but still I feel kind of violated here, minimum roullete bet is 1$, its not like im doing a doubling system or anything, im playing plain series 5/8 and my bet excedes my bonus, even better, I dont even get that 6$ wagered, cos roullete wage is 2%

 

So this looks like a complete ripoff to me, Im sorry once again, and Im aware Im barking at the moon, but if u look @ this with plain logic, it seems like those few lucky ***** ( like me ) who win @ those casino bonuses, are gonna get scammed after they deposit their money cos account is gonna get frozen when u try to withdraw. Bet should not exceed 25% of bonus is hardcore joke aswell, specially when its taking your real money. And even one spin like this got you banned....

 

This should be worked somehow, even that casino puts some caps onto those bets, or even remove games like this, cos this is hardcore ripoff, once that u watched in old movies when victim sings on a blank paper...

 

Im gonna leave that 1100$ on account, not even gambling them, but it killed my euphoria, and once again big company is ***** a normal person...

 

Next time they send me some offer via postal office, Im going to take a *****, put it into a nice package and wrap it, and send it back to them.

 

When taking advantage of a bonus (whether it's a no deposit or deposit bonus) it's vital that you thoroughly go through the terms & conditions page and understand all rules. I'm afraid you're out of luck since you breached the terms of that particular casino. You may not like the term, but you did agree to the terms and conditions when you accepted the bonus.

 

The term is put in place by online casinos to protect themselves against advantage players who make huge bets. On the bright side, it was a no deposit bonus so in the end you didn't lose any of your own money. Take it a hard lesson learned I'd say if they informed you that you breached the terms.

[neven.lepsic]

I didnt understand your last sentence. They still didnt inform me that I breached any terms, actually I stumbled up some blog, and see few ppl lost money like that, then I went to check in with their live support, and they are still telling me that I didnt breach any rule.... And I know I did, cos I did that roullete bets, before I wagered bonus. So it all sounds like a scam to me, they will find me breaching the rules when riskmanagment takes that into their hands... And that would be when I withdraw, which requies my deposit

[neven.lepsic]

And about casino protecting themself, lets be completly fair about this, bonus u need to wager 30x is alone by itself nice protection, and they can easily put some block @ roulete or anything else they dont want you to play, and specially where roullete get you only 2% of the deposited money. I understand that they got terms like that, but they suck, and they are made perfectly to abuse some stupid politics, cos I stated before, they can easily block games, or make a limit cap + lets just say I deposited money before I saw those posts on other websites, I easily lose my 50 euros to their "non deposit bonus / free 1500 euros to play" - WOW, and how many other ppl got scamed by their pathetic rule thats made only cos of this, to scam, and protect overly paid gambling machines...

Anyway, this kinda killed my wish for gambling, which is a good thing. And thank you all for listening to my bitching and moaning

[ValDes]

Couldn't agree more with Adebisi. Unfortunately, too many new players are making the same mistake and that's pretty bad way to start gambling online.

 

 

I didnt understand your last sentence. They still didnt inform me that I breached any terms, actually I stumbled up some blog, and see few ppl lost money like that, then I went to check in with their live support, and they are still telling me that I didnt breach any rule.... And I know I did, cos I did that roullete bets, before I wagered bonus. So it all sounds like a scam to me, they will find me breaching the rules when riskmanagment takes that into their hands... And that would be when I withdraw, which requies my deposit

 

There's a logic explanation for that. Usually, it is upon receive of a withdrawal request when casino starts some checks, including but not limited to a thorough inspection of your game play with bonus funds and whether you breached some of the bonus rules.

 

However, I wouldn't recommend you making a confirmation deposit in this situation as your withdrawal request would be declined most probably as you already confirmed breaching one of the bonus rules. 

[neven.lepsic]

Yeah I dont intend to give them free money, they live more than enough even without stupid rules like this one. But actually I find this totaly repulsive, you got better bonus @ real life casino, with real life dealers, with no x30 wagering requiments, and no roulletes that throws orphelins 10times in a row...
I really dont see why would anyone deposit @ online casinos. Anyway guys thank you for time you took to read my story, wish u good luck

[Adebisi213]

I didnt understand your last sentence. They still didnt inform me that I breached any terms, actually I stumbled up some blog, and see few ppl lost money like that, then I went to check in with their live support, and they are still telling me that I didnt breach any rule.... And I know I did, cos I did that roullete bets, before I wagered bonus. So it all sounds like a scam to me, they will find me breaching the rules when riskmanagment takes that into their hands... And that would be when I withdraw, which requies my deposit

 

My bad, I thought that's how you came to the conclusion you breached the term. Like Valdes said, it probably wouldn't be smart to deposit and then find out whether you breached it or not. I agree with you that no deposit bonuses can be quite difficult to cash out from, especially when they require a deposit as well to be able to cash out.

 

Regarding the breach, there are syndicates of advantage players who place huge bets. When this happens with the right game selection, it can turn into huge +EV situation for those gamblers despite the 30x Wagering Requirement. That's main reason they tend to enforce the rule. The rule you mentioned is pretty much still decent, if you knew some of the terms other casinos apply.

 

That's why online gambling isn't for everyone and requires a lot of research (T&C's) especially when taking a bonus. No deposit bonuses are risk free though, me myself I managed to have some great wins thanks to them in the past. Even though 99/100 times I don't manage to win anything.

[neven.lepsic]

This was was supposed to be my biggest win, really 1100$ is like my 2 month salaries, thats why it hurts me, I can understand some rule apply, but in specific situations ofc, my hands really didnt hurt anyone but myself, even that wagering requiment wasnt moved a little bit. Thats why I find it unfair, but as you both mentioned above, at least I didnt deposit....

[Adebisi213]

This was was supposed to be my biggest win, really 1100$ is like my 2 month salaries, thats why it hurts me, I can understand some rule apply, but in specific situations ofc, my hands really didnt hurt anyone but myself, even that wagering requiment wasnt moved a little bit. Thats why I find it unfair, but as you both mentioned above, at least I didnt deposit....

I understand your frustrating. It's something a lot of new players deal with when they are not too common with online casinos and use a bonus. So it definitely sucks you winning that big when not being able to cash it out. I haven't had a big win like that in ages, even though I deposit regularly.

[Awena]

I saw your post this morning and I was so tired to answer.

 

Let me say that online gambling has many benefits for the people that like and want to gamble online.

 

Online gambling is really cool to me, and no one is forcing us to take this bonus offers.

Put your money and play. With 20 euros deposit you can make 600 euros even more or lose it.

But if you are not interested in online gambling then there is no sense to tell you to look trough some threads where you can find all of the incredible and amazing winning screenshots here.

 

Have a great day, and I understand the way you feel.

 

If you decide to stay with us, you are more then welcome!

[sonata789]

good job all

[ValDes]

good job all

 

Hello and welcome to the AskGamblers forum. 

 

Could you please change your avatar. Only casino representatives whose casinos are presented and reviewed by AskGamblers are allowed to have such avatars. Thank you in advance for your cooperation.

[zelmil83]

Hi,can any of Admins tell me how can i setting my profil to see when get private message? Have you some notification,i must open inbox every time to check for answers from my friends,thanks for help 

[Luciana]

Hey Zeljko

 

That's something I'd like to help you about, but I can't...I don't receive notifications myself. That option is lost when we re-launched and re-designed site.

I used to receive emails that I have new message, but even that stopped

 

Maybe Guru has a tip?

[zelmil83]

Hey Zeljko

 

That's something I'd like to help you about, but I can't...I don't receive notifications myself. That option is lost when we re-launched and re-designed site.

I used to receive emails that I have new message, but even that stopped

 

Maybe Guru has a tip?

Thank you for help. Ok, we'll wait Guru...