[Solved] Coolbet - refuses withdrawal on false accusations

[Jbl2099]

Hello there and welcome to AskGamblers. 

 

As usual, I would try to focus on the particular terms affecting the situation which are telling the following... 

 

 

Since you were kind enough to describe the entire situation in details, it's is pretty obvious your mom did not quite participated in the games on her behalf only, but was rather using your advice and tips and so on. Which in my humble opinion could be considered as a violation of the term quoted above in red or at least leave the whole situation opened for different interpretations.  

 

The key moment here though is the fact that your mom failed to explain/describe the bets she made and that was most probably the fact used by the casino operator to justify violation of term #3.1.3 and act accordingly and confiscate winnings. To be honest, if that was a AGCCS case I would do the same and reject the complaint. 

 

Hope the above makes sense. 

 

 

 

 

I see your point, but the first part of the statement was answered earlier in the thread. There are no rule against asking or receiving information regarding bets to be placed. Had there been such rule, no sites would offer any tips or inside information as that would instantly break the rules.

 

The second part is slightly more complex than "failed to explain the bets" There were approx 4-5 bets placed on the account in total and then Casino played as well. The first game was Iran, which she mentioned, while the rest were WNBA games in which not even I remember what teams where playing (WNBA/NBA teams play every night and there is no one placing  bets that can remember the matchup after 10 days) She correctly said Basketball, and also mentioned the casino. So in all honesty, I would fail the same quiz as its an impossible task to give more details.

 

How about other factors that takes into place in such a case? My mother is 66 and had a stoke several years ago which limits her ability to speak which also creates a sense of nervousness when required during a hearing of this sort. What if she was unable to speak at all? Would that be declined too?

 

No - in order to deny someones withdrawal the operator should be able to provide proof of wrong doing, too many factors are not taken into consideration and they are judging by "feeling" instead of proof. Imagine having a court system acting this way...

[ValDes]

 

I see your point, but the first part of the statement was answered earlier in the thread. There are no rule against asking or receiving information regarding bets to be placed. Had there been such rule, no sites would offer any tips or inside information as that would instantly break the rules.

 

The second part is slightly more complex than "failed to explain the bets" There were approx 4-5 bets placed on the account in total and then Casino played as well. The first game was Iran, which she mentioned, while the rest were WNBA games in which not even I remember what teams where playing (WNBA/NBA teams play every night and there is no one placing  bets that can remember the matchup after 10 days) She correctly said Basketball, and also mentioned the casino. So in all honesty, I would fail the same quiz as its an impossible task to give more details.

 

How about other factors that takes into place in such a case? My mother is 66 and had a stoke several years ago which limits her ability to speak which also creates a sense of nervousness when required during a hearing of this sort. What if she was unable to speak at all? Would that be declined too?

 

No - in order to deny someones withdrawal the operator should be able to provide proof of wrong doing, too many factors are not taken into consideration and they are judging by "feeling" instead of proof. Imagine having a court system acting this way...

 

 

Sorry to say that, but if my mother is 66 and had a stroke recently 'helping' her betting in an online casino would be the LAST thing I could imagine doing with/to her ever...  

 

Again, the issue is not whether taking or accepting betting advice/tips, but knowing what you're doing at the casino in a first place. Remembering just a single one of your bets is a clear indication the registered person is most probably not the one who's actually operating the account. You mentioned you've been involved into this industry, so you must be pretty well in aware of that...

 

Anyway, you are of course entitled a different opinion, all I'm doing is sharing mine, that's all. Since the casino in question is not yet reviewed and presented at AskGamblers. I'm afraid you cannot use our complaints service against them, so you may try forwarding the case in front of the relevant regulatory body instead. 

 

Keep us updated, truly curious to know the final outcome... 

[Jbl2099]

My mother has played casinos for a long time, just not betting, and the stroke were years ago. She was interested due to Iran playing in the World cup which is the only sporting event she would be interested in for a tenner, so your statement is not really appreciated.

 

As I said in my last post, she mentioned every bet she made, Iran - basketball and casino. No one, will remember a match-up in a league such as MLB, NBA or WNBA from 10 days ago. I guess you do not follow any sports that are playing every other night.

 

Besides the unneccesary comment trying to make it being the worst thing in the world to help your mother place a tenner on her country in the World cup, I do appreciate your opinions in this matter. I´ll let everyone know if anything happens with my official complaint that is going to be made.

[dfatrickz]

I withdrew 6000 SEK today after finishing the wagering requirements for the 500% bonus. The whidrawl is approved.

 

This casino I looking good so far.

[Jbl2099]

Completely forgot about this post!

 

The ruling by EMTA was that my mother got paid for the full amount she was owed.

 

They (EMTA) were extremely professional, and took all the details regarding the case before they decided that my mother was correct and Coolbet were wrong.

 

So a happy ending for me in this matter

[ValDes]

Glad to hear that, thanks for the update!

[pinnit2015]

Forgot about it too.., as I said earlier, it would have been a very, very harsh judgement if they’d sided with the Casino over this. Also, maybe points to equitable approaches beating the strict, literal, terms and conditions

 

Common sense prevailed - maybe the UK GC can recruit some of their lay members as we need a heavy dose of it over here.

[cocopop3011]

Completely forgot about this post!

 

The ruling by EMTA was that my mother got paid for the full amount she was owed.

 

They (EMTA) were extremely professional, and took all the details regarding the case before they decided that my mother was correct and Coolbet were wrong.

 

So a happy ending for me in this matter

 

Had to have a quick read back to jog my memory - but happy ending indeed for you mam and thanks for updating us!