auCL-Ed
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17 February 2020 - 12:22am

Casino Gods bet limit clause issue/warning

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Hey there everyone. I wanted to share with you all the details of a case we are attempting to assist a player with at the moment. It is yet another in the long list of "winnings voided due to bet size clause" that we see with monotonous regularity these days. This one has an important lesson that everyone can learn from though. It happened at Casino Gods, which is part of the Genesis Global group that includes Casino Cruise, Sloty, and several others.

Here are the rough details:

1. Player deposited CAD $50 and took a bonus of $50 at Casino Gods. After play-through was completed his balance was around $1200. He then played on further and at one stage had a balance of over $10,000 before losing some back and submitting a withdrawal for $5000. This was denied and his winnings were confiscated.

2. At some point during the bonus play-through he was playing Break Da Bank Re-spin which allows players to lock reels and re-spin the remaining reels. This can increase the cost of the spin depending on the symbols present on the locked reels. As such he inadvertently wagered more than the maximum allowed $5 per spin while on the bonus. The casino cited this as reason for the confiscation.

3. Looking at the play history, he broke the $5 limit only 10 times in more than 800 spins. In these spins he wagered a total of $105.26 for a payout of $27.20 - i.e. a net loss of $78.06.

4. The non-standard bet sizes documented (eg $6.98, $5.74 etc) indicate that the wager amount was calculated by the game due to the re-spins, not chosen manually by the player. This supports his claim that the bets were placed using the re-spin feature.

5. It is obvious from the play history that the player was not attempting to "abuse" or take advantage of the bonus rules in order to wager high amounts to maximise variance, then switch to lower bets to grind out the wagering. The prevention of players using such a strategy is the purpose of the maximum bet rule.

I have asked Casino Gods to let us know what steps they take to prevent players breaking this maximum bet rule accidentally, aside from including it in a line half way down a T&Cs page. i.e. Software stopping the placement of bets over the limit, or warning messages after the player has claimed a bonus.

I might be going out on a limb here and assuming that the answer to that is most likely to be absolutely nothing. Even if I am wrong and they do in fact prevent players from inadvertently breaking the bet limit, that would imply a software error on their part in letting the bets through.

Due to the tiny number of spins over the limit, the amount lost on those spins, and the clear evidence that he has not attempted to use mathematically optimal strategies or bonus "abusing" techniques, I believe that the player should be paid. I think that a fair resolution would be the restoration of his balance to what is was when he attempted to withdraw and a deduction of the winnings from the 10 infringing spins - i.e. $27.20. That is exactly what other fair minded casinos have done in cases like this in the past.

I will keep you all informed of how this one goes.

2 coolsongss, WaroftheGods

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usbarbadosslim93
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17 February 2020 - 1:36pm
#1

Wow, that's shameful on the part of Casino Gods. I mean he only did it 10 times AND took a loss during those spins. They need to step up and do the right thing by their customer.

lvblck
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17 February 2020 - 8:42pm
#2

Have to agree. From technical point of view, yes he did break the terms. However, as it was noted, there were no winnings generated from these spins (I mean significant winnings that would help to beat the wagering quicker) and given the fact that they're not a small brand, it would probably be best to pay out the winnings as then the player is more certainly going to come back and play some of the wins back. I have to say that I think that casinos should have the max bet warning message or a function that doesn't allow to place any bets higher than max bet while having a bonus. But unfortunately many casinos want players to break the terms.

auCL-Ed
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19 February 2020 - 1:30am
#3
blck wrote:

I have to say that I think that casinos should have the max bet warning message or a function that doesn't allow to place any bets higher than max bet while having a bonus. But unfortunately many casinos want players to break the terms.

Exactly.

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caWaroftheGods
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19 February 2020 - 12:07pm
#4

These casinos that have these rules with no way to restrict a player from breaking them, no warnings , nothing are shameful.
Sure , they get to hold winnings of 5000 bucks , but they probably made over 100 times that in that day alone. ( Merely speculation on my part) . Not to mention the bonus points they would earn from that player and others by just paying the player his winnings.
Instead they choose the pathetic path and that player will likely never play there again, as well as myself and others that come across this story.
All casinos claim very boldly all they want is for players to win big, it's very few that actually stand by that claim.

lvblck
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19 February 2020 - 12:16pm
#5

Yeah I agree with you on that. At least Twin casino (and others too) do a pop up message that maximum bet is 5eur, when you have a bonus and open a game and I appreciate that.

auCL-Ed
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24 February 2020 - 2:57am
#6

We have a positive development in this case, albeit with a bit of a complication.

Firstly the good news is that the casino has agreed to our proposed solution of restoring the player's balance, less the $27.20 won on the oversized spins. So thank you to Casino Gods and Genesis Global for doing the right thing.

The unforseen complication is that the player initiated chargeback proceedings against the deposits made at the casino, which the casino is understandably not happy about. So they are waiting for confirmation that the chargebacks are cancelled before releasing the money.

Fingers crossed, I'll keep this thread updated.

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caWaroftheGods
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24 February 2020 - 12:10pm
#7

Let that be a lesson in itself. As stressful and aggravating being in that situation can be, if you're going to ask someone for help, sit back and let them try to help you before making any rash decisions. CL-Ed and the Casino Listings staff know what they're doing, be patient and let them do their thing.
I hope for the players sake those chargebacks dont get pulled from the casino. Because if the casino then decides nope, keeps the winnings, tells the player not a chance now, then that is going to sting a hell of a lot worse than if they kept his winnings before CL were able to come to a resolution with them. To know that you've won twice and lost it twice, I'm feeling it from here, ouch. I'm hoping for the best for you, I hope you get to walk away with your winnings.

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24 February 2020 - 2:46pm
#8

Best of luck to the player. Here's hoping the chargeback gets cancelled.

auCL-Ed
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25 February 2020 - 3:04am
#9

Ok so "chargeback" probably wasn't the right description, it was the word used by the casino in their explanation to me but it turns out it wasn't quite accurate. The player was using Instadebit which is linked to their bank account. Anticipating the withdrawal being paid, they made another couple of deposits and when the money was never paid their account became overdrawn. So once they sort that out with Instadebit payment should be processed.

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auCL-Ed
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10 March 2020 - 12:29am
#10

Well finally I have some good news on this one. The player and the casino sorted out the chargeback thing and the player was paid his winnings. 💰💰💰

👍 Well done to Casino Gods for doing the right thing. Other less reasonable casinos would not have paid.
👍 And well done to the player for patiently waiting it out with us and seeing it through to the end.

2 CL - klaw, WaroftheGods

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10 March 2020 - 2:20am
#11

On behalf of tons of players on this position, I d like to say thanks to all the Casino Listings staff for sticking up and battling for players like this and myself.
Without people like yourself CL-Ed , a lot of players would be forced to walk away without what they have rightfully earned , just because a casino is a tough thing to fight for most players.

I'm happy this one turned out in a win for the player, and congrats to him for not giving up when he knew he was being taken advantage of, and fighting back for what he rightfully earned.

2 CL-Ed, CL - klaw

lvblck
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14 March 2020 - 12:09pm
#12

Well done Ed! I'm sure you made this players day! And obviously if you hadn't put up the fight, the money would probably be confiscated/voided.

CL-Ed

nzcableway20878
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5 April 2020 - 12:38am
#13

well done CL-Ed there is certainly one player most grateful for your knowledge on these matters.

CL-Ed

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