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Comments Welcome A nightmare the casino took my 19k account balance

H

Hkaris

Dormant Account
Joined
Jan 26, 2020
Location
France
I am playing online for about 12 years. I really like to play..and of course never decline any winnings! I never had really big issues with the many different casinos I played...until today...

I am playing on this casino for about 4 weeks. No big winnings in the beginning until last week. I made a 50€ deposit and....the fun started...playing low in the beginning the game I played went crazy and soon afterwards I was betting 10€ per spin ..then the slot went even more crazy...and few hours later I had a winning of 1k and decided to withdraw...but as many times I changed my mind and got the money back to play more....Well I actually did this several times. Yes, I have many bad memories doing this in the past with the result of losing everything. Not this time.....my balance went up to about 5k and I did withdraw in total 2k. Then problems started with the verification of my account. It took a while and not until yesterday I received the message that my account was successfully verified and I should receive within 2 days an email when to receive the money. Everything good I thought and before I received their email I kept on playing with the remaining money in my account and guess what...the slot went crazy again and soon my balance was over 20k. I switched a few times the slot but went back again to my lucky one. And yes it kept on going crazy. I thought this must be my lucky day and I raised the spins bet up to the maximum of 100€. Soon afterwards my balance was 45k. I thought maybe it’s time to stop but I couldn’t because I had the feeling that there was more. And there was. I hit a big winning....and my total went up to....92k. At that time I had no message back from the casino about the outcome of the verification. I regret very much now that I didn’t stop playing. I played down to 20k....and went on. Another big hit followed and I was back on 60k. Of course you guess right...I kept on playing and lost ..and stopped at 17k. I said to myself it’s time....and still a very good profit considering that I only deposit 50€. Soon afterwards a nightmare started. Today I received an email from the cashier writing me that my 2k pending withdrawal was canceled as well my my 17k balance money. What the heck I thought. They just mentioned that it was because I played bets with 10€ per spin with bonus money and according to their terms only 5€ is allowed. I never experienced an issue like this...But one thing I was sure of...I played all the time with real money. Yes I received in between 2 bonus’s because I reached a higher VIP level. One thing I was sure of is that this casino let you play real money first. So after all nothing wrong and rechecked the terms were it is written. I contacted via chat an agent and tried to explain....no ear...The just keep on mentioning that I bet too much on my bonus money. The odd thing is that I checked once my account after receiving an extra level bonus. At that time I had 55k in my account so didn’t worry about it. Few hours later I checked again and wondered why the bonus was gone while I kept on playing with real money. Unfortunately they have no VIP managers over weekends. I decided to write an email about this and few minutes later they replied that my account was checked again by the finance department and their decision was final...Basta....no words about my arguments.....

yes, I will contact my VIP manager tomorrow...and wait to see what he says ....until then I decided not to mention the name of the casino.
if any of you had the same experience or can advise me what to do....please....meanwhile I will try to stay....calm..
 
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I am playing on this casino for about 4 weeks. No big winnings in the beginning until last week. I made a 50€ deposit and....the fun started...playing low in the beginning the game I played went crazy and soon afterwards I was betting 10€ per spin ..then the slot went even more crazy...and few hours later I had a winning of 1k and decided to withdraw

But as many times I changed my mind and got the money back to play more....Well I actually did this several times. Yes, I have many bad memories doing this in the past with the result of losing everything. Not this time.....my balance went up to about 5k and I did withdraw in total 2k. Then problems started with the verification of my account. It took a while and not until yesterday I received the message that my account was successfully verified and I should receive within 2 days an email when to receive the money.

Everything good I thought and before I received their email I kept on playing with the remaining money in my account and guess what...the slot went crazy again and soon my balance was over 20k. I switched a few times the slot but went back again to my lucky one. And yes it kept on going crazy. I thought this must be my lucky day and I raised the spins bet up to the maximum of 100€. Soon afterwards my balance was 45k. I thought maybe it’s time to stop but I couldn’t because I had the feeling that there was more. And there was.

I hit a big winning....and my total went up to....92k. At that time I had no message back from the casino about the outcome of the verification. I regret very much now that I didn’t stop playing. I played down to 20k....and went on. Another big hit followed and I was back on 60k. Of course you guess right...I kept on playing and lost ..and stopped at 17k. I said to myself it’s time....and still a very good profit considering that I only deposit 50€.

Soon afterwards a nightmare started.
Today I received an email from the cashier writing me that my 2k pending withdrawal was canceled as well my my 17k balance money. What the heck I thought. They just mentioned that it was because I played bets with 10€ per spin with bonus money and according to their terms only 5€ is allowed.

I never experienced an issue like this...But one thing I was sure of...I played all the time with real money. Yes I received in between 2 bonus’s because I reached a higher VIP level. One thing I was sure of is that this casino let you play real money first. So after all nothing wrong and rechecked the terms were it is written.

I contacted via chat an agent and tried to explain....no ear...The just keep on mentioning that I bet too much on my bonus money. The odd thing is that I checked once my account after receiving an extra level bonus. At that time I had 55k in my account so didn’t worry about it. Few hours later I checked again and wondered why the bonus was gone while I kept on playing with real money. Unfortunately they have no VIP managers over weekends. I decided to write an email about this and few minutes later they replied that my account was checked again by the finance department and their decision was final...Basta....no words about my arguments.....

yes, I will contact my VIP manager tomorrow...and wait to see what he says ....until then I decided not to mention the name of the casino.
if any of you had the same experience or can advise me what to do....please....meanwhile I will try to stay....calm..
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Nothing wrong with your post, i just split it into sections to make it a bit more easy to read.
 
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Thx Kroffe
I would like to add that the casinos communication was bad and cold as ice. I feel treated like a criminal.
The main issue is that I was playing real money all the time and meanwhile received some bonuses. It isn’t possible to cancel them. They activate bonus play while I was playing real money and this is clearly in contradiction with what they write in their terms.
They mention in their terms that in case there’s still a bonus in my account and I want to withdraw they will subtract the amount of a bonus from my real money....

Fact is that they apparently threw in some bonuses and made them active while playing with cash. The bonuses just disappeared while playing me not knowing....because I knew their terms and was therefor not concerned.
Finally received an email from the VIP manager....unbelievable.... without any personal note...just writing the words:
1.22 Until bonuses are still active, bonus terms and conditions apply to the whole player account balance.
This means that you have to follow the bonus terms and conditions for the spicific bonus that is active at any given moment, even if you are using your real balance and nothing else mentioned.
What he writes is bullshit ...this would mean that at anytime they throw in a bonus I will be in bonus mode.....and they will not Let you know...so in my case I had at one time 92k real cash ...and after they add a bonus...without me knowing...I can only playSpin bets of 5€!
Its clear to me that they do this intentionally....activate the bonus and voila...I become the bad guy making a mistake without knowing.

Besides the bad feeling of losing money I feel treated like a criminal.....I will contact them a last time...with no result I will post on several forums a complaint...they will find out that I am like a bulldog...​
 
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Bienvenue a CasinoMeister.

First, please kill the links in your post.

I most probably know where you played and the news are not good. The group is rogued here at CM because of trouble with one of their other brands where they did the same, IIRC.

Crediting hidden bonuses while you are winning and still playing, to then confiscate and avoid having to pay out real money. A $50 deposit to 19K is a lot of cash from their own pocket.

You will have a tough time getting paid, they will at some point lock your account, ban you from live chat and stop answering emails. Other forums might have some contact person but I doubt that it will help. There might be even one still here at CM, will check in a moment.
 
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For the sake of clarity: When you started playing with the 50 Eur deposit - Did you receive a bonus on that deposit?

Nate
 
No I never play with a deposit bonus...especially because the wager at this casino is...50x

ps sorry for the links...will not happen again...
 
I had a chat contact with a VIP manager...but apparently he didn’t want to burn his fingers but he promised me that the concerned department will do a further investigation....I don’t know if this is true because yesterday I received an email saying that their decision to not payout was definite....
Anyhow, I will wait for an answer and hope for some goodwill...until then I prefer not to mention the name of the casino because I think this could harm...
 
Nothing wrong with your post, i just split it into sections to make it a bit more easy to read.

@Kroffe Yeah, and also copied a load of links that I had to edit from your post too.....:rolleyes:

5/10 :p
 
Hkaris said:
I had a chat contact with a VIP manager...but apparently he didn’t want to burn his fingers but he promised me that the concerned department will do a further investigation....I don’t know if this is true because yesterday I received an email saying that their decision to not payout was definite....
Anyhow, I will wait for an answer and hope for some goodwill...until then I prefer not to mention the name of the casino because I think this could harm...
Click to expand...

Right - I have seen the country you say you are from. If that's the case then this could well be an unlicensed casino because I don't know any legit casinos that take players from your country. If it is taking illegal deposits then I don't think you'll have any joy getting paid. The behaviour you describe sounds rogue to me. I hope I am wrong, but you can PM me the casino name and I'll advise you if you don't want it in public.
 
dunover said:
Right - I have seen the country you say you are from. If that's the case then this could well be an unlicensed casino because I don't know any legit casinos that take players from your country. If it is taking illegal deposits then I don't think you'll have any joy getting paid. The behaviour you describe sounds rogue to me. I hope I am wrong, but you can PM me the casino name and I'll advise you if you don't want it in public.
Click to expand...

"1.22 Until bonuses are still active, bonus terms and conditions apply to the whole player account balance."

Copy the exact sentence into Google and you'll find out who the shower is that operates the site. :rolleyes:
 
Interestingly, I'm geoblocked from their site. So has the player been using a VPN to get around blocking as well? If so, that's not going to help.
 
Dunover, they can now but they need to have a French license. No VPN used. They also have a French team and French website.
 
Hkaris said:
Dunover, they can now but they need to have a French license. No VPN used. They also have a French team and French website.
Click to expand...

If we are talking about the same..... the name I have starts with Mont..... then they do not have a French licence, only one from Curacao, worth nothing.

The group used to be called Danguard Ltd or something similar.... they even had a Trojan horse with a UK licence at some point. :rolleyes:

Edit: the group was Danguad Ltd.
 
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Well oh well...then this must be the same with Nordicasino. Playing there for almost one year but last December I couldn’t connect to their website...receive message..no server connection possible. Contacted them and had to wait for an answer one week. Nothing mentioned about the reason...I just had to use a different link...nordec instead of Nordic. Yes strange but at least I could play there again. Spent 12k in one year...sad enough no great winnings...so lost all. Then in January I had problems with deposits with my French MasterCard....no explanation...they just said that it must have been a problem with my bank..nope.
This was the main reason why I switched to another casino...not knowing what would happen. Yesterday I went back to Nordicasino and guess what...I were able to deposit. My gut feeling now says...it’s not okay! But is there any alternative for me in France?
 
Hkaris said:
Well oh well...then this must be the same with Nordicasino. Playing there for almost one year but last December I couldn’t connect to their website...receive message..no server connection possible. Contacted them and had to wait for an answer one week. Nothing mentioned about the reason...I just had to use a different link...nordec instead of Nordic. Yes strange but at least I could play there again. Spent 12k in one year...sad enough no great winnings...so lost all. Then in January I had problems with deposits with my French MasterCard....no explanation...they just said that it must have been a problem with my bank..nope.
This was the main reason why I switched to another casino...not knowing what would happen. Yesterday I went back to Nordicasino and guess what...I were able to deposit. My gut feeling now says...it’s not okay! But is there any alternative for me in France?
Click to expand...

AFAIK, online casinos are still not allowed in France.

A licence was planned but I have not heard of one being passed by the regulators.

As of now, if you want to play online it is at "grey market" casinos like the ones you mentioned. The problem is that you are completely at their mercy, they can always choose not the pay you for any reason they can come with.
 
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Harry_BKK said:
For more on Danguad Ltd, who operate now under a new name, look no further. :rolleyes:

You do not have permission to view link Log in or register now.
Click to expand...

Minor derail but I’m very disappointed that you didn’t win any award for the eye roller of the year, nay decade. Would have been a home run:(
 
Thx but I am still waiting for the result of a final investigation....awaiting the results...if non...then I will post a complaint
 
goatwack said:
Sometimes blocks of texts are unintelligible and difficult to read, I didn't find the text from the OP hard to follow. Breaking up and correcting their text is a bit patronizing to put it mildly
Click to expand...

Was not my intention to be patronizing.
I find it easier to read if its not all one big text.
And i did not change anything in the text apart from splitting it into sections.
 
FargoVIP said:
Hey, I knew some guys who reached {elewhere} and they solved their problems. Try it out
Click to expand...
speaking as a member here; it's poor form to suggest within a forum to hit up another
it would be enough to say you've seen it resolved outside of CM :thumbsup:
 
dionysus said:
speaking as a member here; it's poor form to suggest within a forum to hit up another
it would be enough to say you've seen it resolved outside of CM :thumbsup:
Click to expand...
I don't see what use that would be to the OP if he didn't know where else might be able to help?
I see CM mentioned on plenty of other forums by people asking for help, I'm sure in this case, where Max is unlikely to be able to help, it's not a problem mentioning another place where the OP might have a chance of getting his 19k back!
 
Of course I know both reputations CM and AG... If I have more options I never bet on one horse....too important too me...
 
dionysus said:
not a clue; at a guess, @pereblue tinkering :D
Click to expand...
It's annoying as I have one 'seriously likeable'. :eek:

And mine go up to ELEVEN ner ner na ner ner :p

Basically peeps they are showcase trophies. There are ten to be achieved. My 11th. one is for editing, a mod one. Kinda like getting your badges at scouts. Or guides if you are Jimmy Savile.
 
dunover said:
It's annoying as I have one 'seriously likeable'. :eek:

And mine go up to ELEVEN ner ner na ner ner :p

Basically peeps they are showcase trophies. There are ten to be achieved. My 11th. one is for editing, a mod one. Kinda like getting your badges at scouts. Or guides if you are Jimmy Savile.
Click to expand...
ftr I dont think others can see your 11th tag - i think we just see our own
 
Chapter 2..or 3... I had contact with an agent and asked why my playing history at the time of my winnings is not available any longer ....they claim that I can go back in betting history for...one year...so you can select periods...nope...I only can go back until yesterday.



i wanted to check something I didn’t mention before because....I feel embarrassed....anyhow...I need to tell.
At the time I played down my 92k winnings I celebrated and have been drinking a little bit more than....you know...I kept on playing and down at 45k I hit again 25k....Then kept on playing few hours longer and went to bed. In the morning when I woke up in my mind I still had 55k in my account but soon after I noticed that there were only 40k....I started to doubt myself...15k difference and why did I remember 55k. It took me some time to analyze this situation and tried to check the history...but as now I couldn’t go Back In Time. Too much occupied with what happened I decided to check today again. The same problem... I contacted via chat an agent and asked to check on this...and they should be able. The agent waited a long time before answering me and finally wrote...you have to contact your VIP manager for this...Strange enough they only work until 5 pm just after my chat. I am supposed to contact tomorrow morning starting from off 9am.

All of this makes me more suspicious....I am playing online casinos for 12 years, played sometimes high stake and had some issues but far from what is going on now....
 
Update



I had contact with the VIP manager via chat. He said that the investigation is still going on. Good or bad thing?
concerning the blocking of my playing history he contacted the technical department to find out. As I can see myself the history is blocked at the time they took the money but I hope they will give it free so I can check some things.
I also let him no that I do not want to start a complaint procedure with Curacao egambling and Askgamblers because it will not benefit both of us...he said that he would forward all to the financial department....who will contact me via email about the verdict.
I will give them some more time...
 

That sounds like the usual stalling tactic. "I give it to this, to that, to the other department....you will hear from them...no worries, you will get an answer....we are still investigating...."

I would be mighty surprised if they would give you the deposit back, totally flabbergasted if it would be some "goodwill offer a la - we give you 3K" and blown away if they would pay the full 19K. :D
 
Well hope does live...I give them one more day. I gave them a warning about several complaints processes....this might put some pressure on them...Anyhow if they know that they will not pay they would inform me...I made screenshots of the chats...
 


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