usnewflorida
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22 July 2019 - 8:51pm

My Declined Withdrawal Request from Desert Nights Casino

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The other day, I used a Desert Nights Casino Bonus bonus code with my deposit to play. I was playing mostly between $3.75-$5 per spins. I won over to $1575 on a $3.75 bet and about $2.500 on a $5.00 bet. By the time I met waging requirements, I had $4000 left in the account. I just got an email today in which the casino said that I placed some bets above $6.50, which they say they don't permit when you have a bonus, and therefore they are voiding my winnings and returning my deposit.

The thing is that I was not aware that they had a $6.50 rule. Most casinos tend to be higher than that. Also, I don't even remember that I placed bets above that amount. Even if I did, it was only a few times and my winnings were from $5 bets or less.

Therefore, it seems that they should have voided only the winnings from the bets I placed above $6.50. Voiding the entire win seems highly unfair, specially when the casino does not warn me and preclude me from making bets above that impermissible amount. In fact, the casino precluded me from playing 3d slots while I was using the bonus. You assume that I would be precluded from making any impermissible bets as well.

A couple of years ago, I encountered the same issue with Jackpot Capital where I mistakenly played several bets above the permissible amount. They disavowed any winning from the impermissible bet and gave me the rest of the money.

I have been playing at Desert Nights Casino for years and do my best to obey their rules. I want them to treat me more fairly as Jackpot Capital did.
Right now, I think they are being highly unfair. What do you think?

nzMattl
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23 July 2019 - 10:50am
#1

Ouch...sorry about this typical casino trap. Feels like a set up and i think we've all been there (i have too many times). Try to plead your case and they will stone face ya and then hand you the book/t&c's to read yet again Erm
Hate to say it BUT it's a lesson you usually only need once.

newflorida

usbarbadosslim93
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23 July 2019 - 1:26pm
#2

Yeah that sucks man, and I've had something similar happen to me. Maybe your best bet would be to butter them up and see if there's anything they can do to help you out. Good luck!

newflorida

usnewflorida
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23 July 2019 - 3:51pm
#3

I usually don't make this kind of mistake. But in mind, I thought you could not exceed $10 as many RTG casinos' rules state. The thing is that I might have bet $7 a few times. But whatever I won came from lower bets. I have sent an email to cashier. So far, they have not responded.

usnewflorida
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24 July 2019 - 1:21am
#4

I received an email from them. They are not budging for their decisions. Below are the bets that caused them to void my $4000 win. The bets were for $7 ($0.50 over the limit) and they happened only on one game. When I mistakenly placed those bets, I had already won 3797 fair and square and I lost $96 on those bets. Obviously, there are other Casinos that would have been more understanding..

7.00 3,797.00

7.00 3,790.00

7.00 3,783.00

7.00 3,776.00

7.00 3,769.00

7.00 3,762.00

7.00 3,757.10

7.00 3,750.10

7.00 3,743.10

7.00 3,738.20

7.00 3,733.30

7.00 3,726.30

7.00 3,722.10

7.00 3,715.10

7.00 3,708.10

7.00 3,701.10

usnewflorida
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24 July 2019 - 2:30am
#5

However, upon further review of their rules, they seemed to be violating their terms and conditions by voiding the entire winnings.

This is what their terms and conditions explain:

"For example, if $200 or more in bets are wagered at $6.50 or above, the bonus and any winnings thereof will be voided."

The word "thereof" means “of there” or “from there”. In other words, in the terms, they are saying that any winnings “from the wagered bets” that are over $6.50 will be voided. If they had meant something different, they should have made that clear in the terms and conditions. In my case, I had already won $3797 fair and square when I made the 16 bets at $7 each. Only the 16 bets and any winnings from those bets should have been voided based on their rules. As a result, I sent them an email requesting that they comply with their rules and pay the winnings after they deduct the 16 wagered bets, the winnings and the bonus.

auCL-Ed
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24 July 2019 - 3:05am
#6

Ugh not this again. I hate these ones.

This whole casino group, which includes other casinos such as Sloto'Cash, Uptown Aces and Miami Club Casino, are super strict on this rule even though they don't do anything to prevent you from making the mistake aside from a line in the fine print somewhere when you claim a bonus. To be fair they are far from alone in doing this.

I have asked them time and time again why they don't set limits in the actual casino to prevent this from happening. They always shift the blame onto the game suppliers or their software provider. I've been over this with them time and again for several years now so it is clear to me that neither they, nor RTG, nor Rival Gaming, or whatever other software suppliers they use, are interested in fixing this problem. They clearly would prefer the bad publicity and to lose customers over this sort of thing. I don't get it.

That said newflorida, I'll get in touch with them one more time and see if we can't encourage them to rethink your case.

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usnewflorida
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24 July 2019 - 3:42am
#7

Thanks, CL-Ed. You are always a good sport.

auCL-Ed
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24 July 2019 - 4:06am
#8

No worries - I sent you a private message, please get back to me there with the requested info.

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usbarbadosslim93
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24 July 2019 - 4:56pm
#9

Good luck!

newflorida

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24 July 2019 - 6:56pm
#10
barbadosslim93 wrote:

Good luck!

Thanks, Buddy.

krcoolsongss
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25 July 2019 - 5:51pm
#11

Ah, they put smaller max bet than Slotocash and UptownAces, which is $10 per spin.
It is bad for them to apply their rule unclearly, possibly in a wrong way.

I think that you put the screenshots of the big wins in the winning thread before, right?

Good luck for you!!!

usnewflorida
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25 July 2019 - 7:20pm
#12
coolsongss wrote:

Ah, they put smaller max bet than Slotocash and UptownAces, which is $10 per spin.
It is bad for them to apply their rule unclearly, possibly in a wrong way.

I think that you put the screenshots of the big wins in the winning thread before, right?

Good luck for you!!!

You are right. My experience is most casinos have $10 bet maximum with a bonus. I have never seen a $6.50 bet before.

usnewflorida
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30 July 2019 - 7:53am
#13

It's official. After further review, the casino decided that they would not pay. Keep in mind that the 16 bets that they have problems with came after I already won several thousand dollars. The 16 bets were over the limit by 0.51 cents. They were only on one game and I lost every bet.

There are casinos that would be more understanding. Therefore, I would play at those casinos instead.

As a result, I sent them a formal request to close the account because I don't have any intention to play there anymore.

coolsongss

auCL-Ed
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31 July 2019 - 8:14am
#14

Sorry newflorida, we really tried.

We have reformatted the Desert Nights review page to make the warning about how they do this sort of thing much more visible. It was already there but it was a bit unassuming in the middle of the review text. We also lowered our rating of Desert Nights, along with a few more of their casinos as they apply this rule in the same way across all of them.

newflorida

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usnewflorida
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31 July 2019 - 9:06am
#15
CL-Ed wrote:

Sorry newflorida, we really tried.

We have reformatted the Desert Nights review page to make the warning about how they do this sort of thing much more visible. It was already there but it was a bit unassuming in the middle of the review text. We also lowered our rating of Desert Nights, along with a few more of their casinos as they apply this rule in the same way across all of them.

Thanks Ed for everything. The account is now closed. I want everyone to know that I made a similar mistake at Jackpot Capital Casino once. Jackpot Capital voided the bets and paid me.

krcoolsongss
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6 August 2019 - 1:58am
#16

That's good bad. They should treat regular players and high rollers like you in a different manner.
They should not count in the a few higher bets.

Or, if they take away the whole wins, they should give you back your original deposit to withdraw and give you a free bonus big enough max withdrawal and lower wagering, etc.

I think that you closed your account, not by them, correct?

usnewflorida
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6 August 2019 - 2:47am
#17

Yep. I asked them to close the account.

auCL-Ed
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7 August 2019 - 12:21am
#18

I tried really hard on this one. They did not dispute any of the facts which were:

- The bet limit at this casino is $6.50. It is $10 at every other casino they run.
- A small number of illegal bets were made for $7 after the big win already occurred.
- Newflorida lost money on those illegal bets.

If they aren't going to be flexible and waive the rule and pay in those circumstances then they aren't going to do it for anyone.

I am sorry to say that they had zero sympathy really. All they did was state the player broke the rule so bad luck, too bad, so sad. They promised they would take my suggestion of programming bet limits into the games to management. I've heard that one before from them several times over the past five years. It isn't going to happen.

It is my belief that their management likes having this rule up their sleeve because it enables them to avoid paying out in cases like this. While I don't think it is rogue casino behaviour because they state the rules up front and they are consistent in their application, I do think it is unethical and predatory behaviour that likely would not be tolerated in a properly regulated jurisdiction.

newflorida

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usnewflorida
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7 August 2019 - 1:56am
#19

There were two things that led me to make the mistake. The first was that in the back of my mind I could not bet $10 or more. These were the rules that I was used to at other casinos. The second thing was that when I tried to play some 3d games, I got a warning and I was prevented from doing so because of the bonus. Therefore, since I din't get any warning for any other games, I assumed all other bets were legal.

auCL-Ed
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7 August 2019 - 2:36am
#20

Oh wow I think that makes it even worse, as the rules are only partially enforced but enough to make you think they are being fully enforced.

newflorida

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