RESOLVED: Please help!!! re: CasinoMax

[420honey777]

Hello I am having some trouble with CasinoMax.
I found through a search; CasinoMax is accredited with Casinomeister, however I did not find them on the list. Im curious if I can get help still or perhaps from the forum.

Here's the problem, I recently signed up with Casino Max and played their welcoming bonus. Im aware of the $10 max bet rule, and played accordingly.
I was playing their slots for $8- $10 a spin ($1 a line). Suddenly I hit a RANDOM JACKPOT for $8000.
How exciting! I went to the cashiers to check my rollover and resumed my game on auto-play.
Immediately I noticed my first spin was for $25 not $10. I canceled the auto-play and put it back to $9 a spin, and called the casino.

The casino agent congratulated me, suggested I continue my playthrough and said they would make a note of this in my account.

I did exactly that, after the rollover was completed I had a balance $8198 and attempted to withdraw $4000.
To my surprise the casino declined my withdrawal and took all my winnings. I have been in contact with them multiple times and they are unwilling to budge or negotiate.

Does the forum think this is fair or have experience with a similar situation? Are they being reasonable in fair gaming practice?
I did not win anything on the spin that went over the limit and it was only one spin due to a software glitch that changed my wager.
I completed the entire play within the rules except for that one spin.
What do people here think and do you think casinomeister can help me?

 

[ESCJAMIE]

"software glitch that changed my wager. "

What kind of glitch happend im confused?

I once lost £2000 withdrawal from a £10 deposit cause I took a 100% match and I pressed Spacebar on a game "Gold Factory" and it made it do max bet for £25, I told the casino str8 away explained it was not intentional "didnt win on that spin" They still didnt pay me out as that spin broke there max bet terms, Some casinos are bastards and hearltess when it comes it a very simple mistake not even your ow fault, so unless you have a strong case for why you did that 25$ bet then I wouldnt think you had a chance bud, But deffo submit it a PAB

 

[sapit222]

@Karolina-CasinoMax

 

[argentus]

Casinos are bastards, when you win. They only let you feel love when you loose.
Thats life. Dont waste your time. They won't pay you. Save your energy.

 

[Slottery]

Some are more understanding with some one spin mistakes, some not. As per their T&C:s they have right to confiscate winnings, if it's reasonable for one none winning spin. Some can return wagering to that point where violation happened, in your case if you hit that jackpot just before, that probably would be great too.

Would at least try to negotiate with casino, not cost anything.

 

[L&L-Jan]

Casinos are bastards, when you win. They only let you feel love when you loose.
Thats life. Dont waste your time. They won't pay you. Save your energy.

Sorry but from which planet are you?

 

[colinsunderland]

Casinos are bastards, when you win. They only let you feel love when you loose.
Thats life. Dont waste your time. They won't pay you. Save your energy.

Yet you've just cashed out from one?

 

[FAZI1]

If you play with bonus and make by mistake one or 2 spins over max bet - then you shoud imiddiatly stop play and contact first with live chat and explain them whats happen + send email to casino cashier ( person from payments team ) with explain - you play with bonus and you make by mistake 1-2 single spins over max bet and imiddiatly after noticed this you stop play and reported this - beacouse you dont wonna have later problem with your withdrawal and you stop play till you got answer email from casino cashier ( payments team )

1. If casino is good quality then person from payments team make short revieved your game history last few bets and they see your last 1-2 ( losing ? ) bets over max was done by mistake - and you got back email - you can continue play and wagering your bonus - just keep your bets under max allowed bet as long as you have bonus active

2. If casino is poor quality then they use your clear mistake like a good reason to void your winnigs without mercy - this kind of casinos - not players friendly and shoud be avoid.

Max bet rule in T&C was done to avoid players making to high bets with active bonus - and if casino use this rule to void winning for players who make 1-2 single losing bets over max bets by mistake and imiddiatly after noticed this - stoped play - contacted with casino and reported it - then this is bad practice - and not players friendly casino.

In some software slots max bet button is very close to spin button or player can make simple mistake with change coins bet levels so every player situation is different

Its completly different situations when player finish bonus wagering and in the end they see was several bets done over max bet vs situation when player play with active bonus - player know T&C and make 1-2 single losing bets over max bet and imiddiatly after noticed this stoped play and contacted with casino team to reported / fixed this.

 

[Playford7]

I placed one £50 spin by accident on lv bet a few weeks back, contacted them and they seen it was a obvious error as my previous spins where not even over £2.
depends on the casino, guess i was lucky as LV bet are decent and trusted and have a good rep. That said a few years back I placed two £20 spins on book of dead in error at casino cruise, went to chat straight away to explain my error and contacted the rep, they didn’t however budge.
As said depends on the casino.

 

[Playford7]

"software glitch that changed my wager. "

What kind of glitch happend im confused?

I once lost £2000 withdrawal from a £10 deposit cause I took a 100% match and I pressed Spacebar on a game "Gold Factory" and it made it do max bet for £25, I told the casino str8 away explained it was not intentional "didnt win on that spin" They still didnt pay me out as that spin broke there max bet terms, Some casinos are bastards and hearltess when it comes it a very simple mistake not even your ow fault, so unless you have a strong case for why you did that 25$ bet then I wouldnt think you had a chance bud, But deffo submit it a PAB

Wow that’s well harsh! What casino was that?

 

[Playford7]

Casinos are bastards, when you win. They only let you feel love when you loose.
Thats life. Dont waste your time. They won't pay you. Save your energy.

Ever the optimist lol!
Not all are horrible tyrannical companies whom twirl there moustaches, we do have decent ones.
don’t tar all casinos with the same brush mate, I’ve had nothing from superb experience’s with casumo over the years, lv bet and every l and l brand group.
to just say they are all bad does the very good ones a disservice.

 

[mina1929]

Hello I am having some trouble with CasinoMax.
I found through a search; CasinoMax is accredited with Casinomeister, however I did not find them on the list. Im curious if I can get help still or perhaps from the forum.

Here's the problem, I recently signed up with Casino Max and played their welcoming bonus. Im aware of the $10 max bet rule, and played accordingly.
I was playing their slots for $8- $10 a spin ($1 a line). Suddenly I hit a RANDOM JACKPOT for $8000.
How exciting! I went to the cashiers to check my rollover and resumed my game on auto-play.
Immediately I noticed my first spin was for $25 not $10. I canceled the auto-play and put it back to $9 a spin, and called the casino.

The casino agent congratulated me, suggested I continue my playthrough and said they would make a note of this in my account.

I did exactly that, after the rollover was completed I had a balance $8198 and attempted to withdraw $4000.
To my surprise the casino declined my withdrawal and took all my winnings. I have been in contact with them multiple times and they are unwilling to budge or negotiate.

Does the forum think this is fair or have experience with a similar situation? Are they being reasonable in fair gaming practice?
I did not win anything on the spin that went over the limit and it was only one spin due to a software glitch that changed my wager.
I completed the entire play within the rules except for that one spin.
What do people here think and do you think casinomeister can help me?

You accidentally pressed $25 only once, stopped straight away and contacted casino. I think you have done the right thing. They should pay you really if that's the only mistake you have made.

 

[ESCJAMIE]

Wow that’s well harsh! What casino was that?

Miami Dice was 2-3 years go, It made me so bad mentally as I thought they would allow it as it was something I had no control over so had already spent in my head and was so hyped up as £2000 to me is just MASSIVE and back then I wasn't on here so didn't learn anything like I know now about casinos ect. so never thought they would flat out refuse it even after I went to live chat and told them straight away what had happen I never tried to hide it or nout!

 

[ESCJAMIE]

You accidentally pressed $25 only once, stopped straight away and contacted casino. I think you have done the right thing. They should pay you really if that's the only mistake you have made.

Same thing happend with me but I pressed spacebar on a game and it did max bet went to live chat right away explained casino was having none of it was Miami Dice. Every casino is different depends on there repetition

 

[Playford7]

Miami Dice was 2-3 years go, It made me so bad mentally as I thought they would allow it as it was something I had no control over so had already spent in my head and was so hyped up as £2000 to me is just MASSIVE and back then I wasn't on here so didn't learn anything like I know now about casinos ect. so never thought they would flat out refuse it even after I went to live chat and told them straight away what had happen I never tried to hide it or nout!

Aweful that mate, 2k is a lot to anyone.
I’ve never had a issue with that brand, but I’ve mainly used cash. Bonus’s can be ropey on them sites with the bans. Loads of members here got banned for winning to much it seems.

 

[ESCJAMIE]

Aweful that mate, 2k is a lot to anyone.
I’ve never had a issue with that brand, but I’ve mainly used cash. Bonus’s can be ropey on them sites with the bans. Loads of members here got banned for winning to much it seems.

It took over over 12 hours to clear wagering on 20/40p spins and to think one max bet of £25 which was out of my control, like who the hell makes a slot game where spacebar does a max bet its so rougue, I thought ANY casino would understand this but they didnt

 

[mina1929]

Same thing happend with me but I pressed spacebar on a game and it did max bet went to live chat right away explained casino was having none of it was Miami Dice. Every casino is different depends on there repetition

Some casinos are decent enough to allow one mistake. Its a shame that has happened to you

 

[ESCJAMIE]

Some casinos are decent enough to allow one mistake. Its a shame that has happened to you

Ive seen casinos allow multiple spins above max bet and still pay out tbh, I should of gone to provider and ranted who makes a slot game where pressing space bar does a max bet, Was there fault not mine haha

 

[L&L-Jan]

Some casinos are decent enough to allow one mistake. Its a shame that has happened to you

Sorry - it is a welcome bonus? One mistake on a welcome bonus is a no go. The casino has zero information on the customer and the rules are set out for a reason.

 

[Savatage79]

This is why I dont even mess with bonuses, they are traps and one mistake can ruin a win so no thanks, keep your bonuses

 

[mina1929]

Sorry - it is a welcome bonus? One mistake on a welcome bonus is a no go. The casino has zero information on the customer and the rules are set out for a reason.

He said it was a match bonus. Hang on which person are we talking about lol

 

[ESCJAMIE]

Sorry - it is a welcome bonus? One mistake on a welcome bonus is a no go. The casino has zero information on the customer and the rules are set out for a reason.

Agree, However when its out of the hands on the player which made there break the max bet rules I would like to think that they would be understanding.

 

[Playford7]

Sorry - it is a welcome bonus? One mistake on a welcome bonus is a no go. The casino has zero information on the customer and the rules are set out for a reason.

Mine was on a welcome bonus at LV bet mate.
Maybe the fact I’m a member here had a influence as contacted the rep and they where lovely, and it wouldn’t be in my best interests to attempt to rip of a accredited casino at a site I’m a active member of lol

 

[KasinoKing]

Here's the problem...

I was playing their slots for $8- $10 a spin ($1 a line). Suddenly I hit a RANDOM JACKPOT for $8000.
How exciting! I went to the cashiers to check my rollover and resumed my game on auto-play.
Immediately I noticed my first spin was for $25 not $10. I canceled the auto-play and put it back to $9 a spin, and called the casino.

Come on CM peeps - what "regular player" just goes to a casino and reduces the number of pay lines to 8 or 10 in order to bet the max allowed and deliberately increase the variance of the slot so they can win big on a welcome bonus...?

This is quite obviously a "bonus hunter"... who got careless and forgot to change the win-lines again when they returned from the cashier. This was no software glitch - just a silly mistake.

However, having said that I still think the casino SHOULD pay up if it really was only ONE spin.
But... they are completely within their rights to be mean bastards and decline the pay-out

KK

PS: Whether the $25 spin was a winning one or not is completely irrelevant to the core of this issue.

 

[lockinlove]

The casino should pay. People make mistakes and click buttons they shouldnt. Any casino that would refuse to pay in this circumstance would be an instant no no for me in the future.

He hit the spin button by mistake and did a spin, no win happened and certainly not one of significance. His win came from a jackpot so the casino doesnt lose anything either.

He also spoke to live chat right after

Terms are there to protect the casino not to use them to take advantage of a player and a simple mistake.


Also, lets drop the bonus hunter stuff. They offer a welcome bonus, he took one and the bonus is 80x wager if anyone is hunting bonuses with 80x wager and the bonus money gets taken back after wager is done..they need a higher iq. i change lines around sometimes for something different and so do many players.

Pay the player.

 

[lewisnadasurf]

Any casino should automatically only

let you play the games you can play in bonus balance
Automatically restrict you to max bet during bonus balance

any tiny mistake only favours the casino and not the player.

or

just don’t take bonuses

 

[ESCJAMIE]

Mine was on a welcome bonus at LV bet mate.
Maybe the fact I’m a member here had a influence as contacted the rep and they where lovely, and it wouldn’t be in my best interests to attempt to rip of a accredited casino at a site I’m a active member of lol

100% people who have issues at sites on here who are accredited do not get the same service/lenient so to speak when it comes to breaking rules ect, Having a rep on here someone who can deal with your issue 1 to 1 is 100% going to give u a huge chance of coming to some kind of positive outcome V just going to live chat

 

[dealer wins]

Hopefully if it is an accredited casino, and that is your only spin above the max, and you immediately contacted them, they will pay out.

This max bet during a bonus thing annoys me. If you are not allowed to bet over a certain amount, then the software should not allow it. Why cant the UKGC sort things like this out, rather than constantly nanny and piss players off!!

And dont get me started on the "max bet" button placed next to the spin button which has caught me several times over the years, once at £240 a spin for 3 spins before I noticed (Yes you sportingbet!!!)

 

[FAZI1]

In additional he hit random Jackpot 8000$ so this slot have some hidden rtp% ( Real time gaming software sites dont display rtp% so varius sites use different rtp% / same story like Playngo software + curacao licensed casinos )

But main point is smal part of rtp % from every customers bet on this game slot go directly to Jackpot prize pool .

So if he got lucky and hit this Jackpot 8000$ and casino void his winings - then basicly casino save 8000$ - true or not ?

Because Jackpot is gone cleared - They not put it back and they voided his winnings - Correct me if i'm wrong

 

[zreb]

Sorry - it is a welcome bonus? One mistake on a welcome bonus is a no go. The casino has zero information on the customer and the rules are set out for a reason.

That's a pretty ridiculous position. You can look at the betting history and if you see thousands of 50 cent spins followed by a single $25 spin - after the player is almost certainly in a position to clear the wagering requirement anyway and immediately contacts chat - it's pretty obvious it was a mistake and not some devious fraudster trying to slip one through. You don't have to give them the $25 back, just don't void all the other winnings.

I'm sure there are some situations where you can't tell - and therefore can't give the benefit of the doubt - but to say there's zero information on a first deposit is absurd. The playing history is literally information. You're absolutely correct that the casinos set rules for a reason, but I swear half the time the casino doesn't even remember what that reason is. Max bet rules can protect the casino from some types of play, but if you apply it in the above hypothetical, you're not using it to protect the casino from being exploited, you're using it as an excuse to screw the player.

With the above said, however, your post is informative in pointing out that a lot of casinos probably think that way, even if in many situations doesn't make any sense.
_________________

Regarding the actual first poster in the thread though, if you've provided an honest summary of the situation that is pretty shitty. They tricked you by saying "we'll make a note of this" - they didn't actual clear it as okay, you should have tried for a more definite answer. Casinomax does have a rep on here, so you should contact the person mentioned in sapit222's post and go from there, but if that doesn't help you're probably screwed since you technically violated a rule - even if it was a clear mistake that didn't give you any advantage.

Regarding the "software glitch," that's not really a glitch, just bad design that it saves your bet size but not number of lines.

Either way, let us know what ends up happening.

 

[Karolina-CasinoMax]

Hello I am having some trouble with CasinoMax.
I found through a search; CasinoMax is accredited with Casinomeister, however I did not find them on the list. Im curious if I can get help still or perhaps from the forum.

Here's the problem, I recently signed up with Casino Max and played their welcoming bonus. Im aware of the $10 max bet rule, and played accordingly.
I was playing their slots for $8- $10 a spin ($1 a line). Suddenly I hit a RANDOM JACKPOT for $8000.
How exciting! I went to the cashiers to check my rollover and resumed my game on auto-play.
Immediately I noticed my first spin was for $25 not $10. I canceled the auto-play and put it back to $9 a spin, and called the casino.

The casino agent congratulated me, suggested I continue my playthrough and said they would make a note of this in my account.

I did exactly that, after the rollover was completed I had a balance $8198 and attempted to withdraw $4000.
To my surprise the casino declined my withdrawal and took all my winnings. I have been in contact with them multiple times and they are unwilling to budge or negotiate.

Does the forum think this is fair or have experience with a similar situation? Are they being reasonable in fair gaming practice?
I did not win anything on the spin that went over the limit and it was only one spin due to a software glitch that changed my wager.
I completed the entire play within the rules except for that one spin.
What do people here think and do you think casinomeister can help me?

Hi 420honey777,

Please PM me your casino user name or email address so I can look into the account and advise further.

Kind Regards,
Karolina

 

[Playford7]

That's a pretty ridiculous position. You can look at the betting history and if you see thousands of 50 cent spins followed by a single $25 spin - after the player is almost certainly in a position to clear the wagering requirement anyway and immediately contacts chat - it's pretty obvious it was a mistake and not some devious fraudster trying to slip one through. You don't have to give them the $25 back, just don't void all the other winnings.

I'm sure there are some situations where you can't tell - and therefore can't give the benefit of the doubt - but to say there's zero information on a first deposit is absurd. The playing history is literally information. You're absolutely correct that the casinos set rules for a reason, but I swear half the time the casino doesn't even remember what that reason is. Max bet rules can protect the casino from some types of play, but if you apply it in the above hypothetical, you're not using it to protect the casino from being exploited, you're using it as an excuse to screw the player.

With the above said, however, your post is informative in pointing out that a lot of casinos probably think that way, even if in many situations doesn't make any sense.
_________________

Regarding the actual first poster in the thread though, if you've provided an honest summary of the situation that is pretty shitty. They tricked you by saying "we'll make a note of this" - they didn't actual clear it as okay, you should have tried for a more definite answer. Casinomax does have a rep on here, so you should contact the person mentioned in sapit222's post and go from there, but if that doesn't help you're probably screwed since you technically violated a rule - even if it was a clear mistake that didn't give you any advantage.

Regarding the "software glitch," that's not really a glitch, just bad design that it saves your bet size but not number of lines.

Either way, let us know what ends up happening.

Agree. When I’d placed that one single £50 bet on LV, prior to that hundreds of spins where all under £2, only takes common sense to realise it was a error on my behalf.
must be honest having a good rep and being a member here does help.
That’s the thing though, we are a tiny community in the slotting world, wonder how many people make my error and get fleeced?..

 

[420honey777]

Hi 420honey777,

Please PM me your casino user name or email address so I can look into the account and advise further.

Kind Regards,
Karolina

I have sent her the information requested. Thank you everyone for your supportive and helpful comments. I will certainly keep forum updated as things move along

 

[L&L-Jan]

That's a pretty ridiculous position. You can look at the betting history and if you see thousands of 50 cent spins followed by a single $25 spin - after the player is almost certainly in a position to clear the wagering requirement anyway and immediately contacts chat - it's pretty obvious it was a mistake and not some devious fraudster trying to slip one through. You don't have to give them the $25 back, just don't void all the other winnings.

I'm sure there are some situations where you can't tell - and therefore can't give the benefit of the doubt - but to say there's zero information on a first deposit is absurd. The playing history is literally information. You're absolutely correct that the casinos set rules for a reason, but I swear half the time the casino doesn't even remember what that reason is. Max bet rules can protect the casino from some types of play, but if you apply it in the above hypothetical, you're not using it to protect the casino from being exploited, you're using it as an excuse to screw the player.

With the above said, however, your post is informative in pointing out that a lot of casinos probably think that way, even if in many situations doesn't make any sense.
_________________

Just saw this now, sorry.

I'm not going to defend my comments that detailed. There are bonus terms set out, if you decide to take the bonus you need to obey by the rules as set out. If you can't don't moan after... if the rules are to complicated to understand? Don't play there.

Sorry but when it comes to bonus issues I have not much of empathy to the problem created or occured. Especially on the welcome bonuses. There are so many games you could abuse being a "joiner" of a new casino - where the management of the casinos have no clue how those games can be exploited in various ways.

Just follow the rules of the bonus terms and all is fine. Unless you don't want to? Skip the bonus in that event and there are no problems.

Kr. Jan

 

[laneace44]

Was this issue resolved? I’m sure there other players looking at this post who actively play at CasinoMax. If the OP’s story is true then it doesn’t look good for CM but I’ll reserve judgment until Karolina updates the group.

 

[zreb]

Just saw this now, sorry.

I'm not going to defend my comments that detailed. There are bonus terms set out, if you decide to take the bonus you need to obey by the rules as set out. If you can't don't moan after... if the rules are to complicated to understand? Don't play there.

Sorry but when it comes to bonus issues I have not much of empathy to the problem created or occured. Especially on the welcome bonuses. There are so many games you could abuse being a "joiner" of a new casino - where the management of the casinos have no clue how those games can be exploited in various ways.

Just follow the rules of the bonus terms and all is fine. Unless you don't want to? Skip the bonus in that event and there are no problems.

Kr. Jan

The topic of the conversation was players mistakenly clicking an oversized bet. You say you don't have much empathy here - perhaps you should. Everyone makes mistakes.

Let's be completely honest here, the main reason the software isn't designed to prevent oversized bets from being played with a bonus or blocked games from being played is because it doesn't hurt the casinos, only the players. For many honest casinos it simply isn't a priority. For dishonest casinos it's an excuse to take money. If the situation were reversed and casinos were losing money, it would be fixed within a week. Instead, how many years has it been? If casinos cared enough to request this feature from software providers, the problem wouldn't exist, especially for casinos that only use a single software provider. (I can empathize that the problem is slightly harder with multiple providers, but mainly because the industry as a whole doesn't really care to fix it. Only a rare few individual casinos.)

In other words, the problem only exists because casinos don't care enough to demand a solution from their software providers.

So please don't give us the "woe are we, there are bonus abusers behind every tree!" excuse. Yes, they exist. No, they aren't an excuse to treat players badly. Nor do these "bonus abusers" have such profound abilities to mysteriously exploit games that it overrides your ability to provide discretion. Yes, you probably have a right to take money for pretty much any bonus violation. I'm just saying that if you do so indiscriminately, you're not exactly standing on a moral high ground.

You state that there are many games "where the management of the casinos have no clue how those games can be exploited in various ways." This reinforces what I said before that casinos either don't care why or don't even understand why they have the rules they do, and so blindly enforce them. There are reasons behind each rule and they are usually pretty simple. If casinos understand why they have those rules, they could also understand when it makes sense to grant discretion or leniency, and when it does not. If they had any desire to do so.

Players don't have to take bonuses. Neither do casinos have to offer them. If casinos choose to offer bonuses and yet complain about players "abusing" them, certainly players also have a right to take bonuses and then complain when they feel the casino has treated them poorly. They may not have a right to getting paid if they violated a term, but they have a right to complain and warn others of their experience.

 

[rena35]

I said i would not chime in but upon reading this thread it makes me sad and just goes to show why i backed off playing at online casinos. It is already hard enough to win and taking a bonus helps boost your spin time. If it was truly a one spin mistake i think the player should be paid. I have said it before and i will say it again. It is hard for non USA players sometimes to sympathize with USA players. Saying do not play at a casino would be easy if there were loads of good casinos to play at and that is just it. Our options are limited and even when something is clear, there isn't much recourse. We play at casino's that some CM members would never dream of opening an account at . I do not know what the outcome will be. I hope the player doesn't lose it all. I stopped playing RTG years ago . I guess i am not much of a player because i do not see the joy or entertainment value in dead spin after dead spin. I would be miserable if one day i manage to win and lose on a horrible mistake. It is the casino's choice at the end of the day. I will never pass judgement on any casino for standing by the terms and rules set. I do not usually play with a bonus but i do understand why someone would. I read threads a lot on CM in my down time and i see that a lot of people play with a bonus. I also see a lot of complaints about the bonuses too. I do not want to read thru pages of rules that it would take an attorney to understand in order to play. I feel better depositing, losing my few bucks with the knowledge that if i manage a small win it will be all mine and no worries as to did i break a term. I wish the player luck.

 

[420honey777]

In additional he hit random Jackpot 8000$ so this slot have some hidden rtp% ( Real time gaming software sites dont display rtp% so varius sites use different rtp% / same story like Playngo software + curacao licensed casinos )

But main point is smal part of rtp % from every customers bet on this game slot go directly to Jackpot prize pool .

So if he got lucky and hit this Jackpot 8000$ and casino void his winings - then basicly casino save 8000$ - true or not ?

Because Jackpot is gone cleared - They not put it back and they voided his winnings - Correct me if i'm wrong

yes it is a progressive jackpot on fruit frenzy and it was not added back to the game after they voided ALL my winnings

 

[Jasminebed]

Returning a jackpot to a game is not immediate, the game provider needs to do this I believe, not the casino. In fact, if it had already been returned, there would be no way to pay you and still have the bigger Jackpot standing.

Fruit Frenzy is a game I usually play at less lines myself, that and Count Spectacular.

 

[helafast]

Just saw this now, sorry.

I'm not going to defend my comments that detailed. There are bonus terms set out, if you decide to take the bonus you need to obey by the rules as set out. If you can't don't moan after... if the rules are to complicated to understand? Don't play there.

Sorry but when it comes to bonus issues I have not much of empathy to the problem created or occured. Especially on the welcome bonuses. There are so many games you could abuse being a "joiner" of a new casino - where the management of the casinos have no clue how those games can be exploited in various ways.

Just follow the rules of the bonus terms and all is fine. Unless you don't want to? Skip the bonus in that event and there are no problems.

Kr. Jan

The bonus terms are in place to protect the casino from people trying to "beat the system". Every one of us has made an error because in no way are all casino's bonus terms the same. A player making a geniune mistake should not be a reason for the casino to profit from those rules.

For instance Six Acrobats (MG) is set on a $22.50 bet to start, how many players have made the simple mistake of pressing spin without noticing that huge starting stake? If we want to be fair across the board, all games should open at min bet to avoid these things from happening.

I appreciate all you do for this forum and I think L&L Casinos should be trusted - but I really disagree with you on this. This should be an even playing field, the casino is already at a serious advantage with some of the wagering requirements out there for bonuses.

 

[Karolina-CasinoMax]

Hi All,

I've looked into this and spoken with the Casino Customer Support Manager to see what's gone on when OP contacted CS.

There is no evidence (confirmed by RTG) to suggest that there was a glitch that reset/set the next bet to $25. The OP played 25 lines slot game Fruit Frenzy selecting 8 lines in game for $1 bet.

The Fruit Frenzy Slot loads up with a bet of $1.25 as default. The number of lines and bet size was changed manually by the OP, then they left this game and on return the game was reset to 25 lines as this is a default setting giving the previous bet of $1 = $25. I can confirm that this is not a glitch with the game as OP suggested from the start. That’s how this particular game is configured.

In this instance the 202% bonus terms were breached. Adding to the story there was also general Terms and Conditions breach as the OP has a similar account where high % welcome offer bonus was also used.

The original deposit was added to the OP balance and notification email send. We were unable to issue a refund till OP confirms the Bitcoin address.

It is unfortunate that the OP won but broke terms and conditions, resulting in the forfeit of the winnings, it's never nice to deal with but the decision has been made, unfortunately. This has been investigated thoroughly too, so it's not a quick decision and I'm aware that the OP also has another cashout at Roaring 21 with no issues. So it's not that we're not looking to pay out on player wins.

Kind Regards,
Karolina

 

[Jasminebed]

As I mentioned earlier, Fruit Frenzy is a game I usually play on less lines. Even after a bonus round completes, it defaults to 25 lines. I have more than once bet more that I intended on it.

I am not surprised at the decision. I hope Karolina will update us when the Jackpot has been returned to the game.

I do not think it appropriate that Karolina discussed anything about the OP's business at other casinos in the group that the poster did not being up himself.

 

[colinsunderland]

The Fruit Frenzy Slot loads up with a bet of $1.25 as default. The number of lines and bet size was changed manually by the OP, then they left this game and on return the game was reset to 25 lines as this is a default setting giving the previous bet of $1 = $25. I can confirm that this is not a glitch with the game as OP suggested from the start. That’s how this particular game is configured.

That seems a bit unfair if I'm being honest. I have no idea if this was abuse by the player or not, but if the game resets the number of lines, then it should reset the stake too. Either reset everything or reset nothing.

 

[stokes]

@Karolina-CasinoMax Could you please comment on this part?

Immediately I noticed my first spin was for $25 not $10. I canceled the auto-play and put it back to $9 a spin, and called the casino.

The casino agent congratulated me, suggested I continue my playthrough and said they would make a note of this in my account

Are you suggesting that one time violation (one spin) of the max bet rule (where the OP probably did not gain anything) is a bonus abuse?
Sorry, but for me it looks just an excuse not to pay.

 

[Karolina-CasinoMax]

Hi stokes,

The Terms and Conditions of a bonus or membership in general are created for a reason, otherwise we wouldn't need to have them.

We do not hide any terms and those always attached to any promotional emails we send or available on the casino site.

I'm afraid that terms are terms and OP breached those, therefore we didn't have a choice as to follow casino rules.

Kind Regards,
Karolina

 

[stokes]

Hi stokes,

The Terms and Conditions of a bonus or membership in general are created for a reason, otherwise we wouldn't need to have them.

We do not hide any terms and those always attached to any promotional emails we send or available on the casino site.

I'm afraid that terms are terms and OP breached those, therefore we didn't have a choice as to follow casino rules.

Kind Regards,
Karolina

Hi Karolina,

Thanks for your reply.

My question may have been lost in my post, so I will try to make it short now.
If you have zero tolerance policy for max bet violation, then why the support staff was not aware about it and
gave misleading information (they would make a note of this in my account)?

 

[Karolina-CasinoMax]

Hi Stokes,

The customer support is giving a basic advise, the account and games verification is performed by the cashier team.

Whenever player requests a pay out the account is checked for eligibility of the withdrawal. Cashier is also checking the game logs at this point in order to see if there are any breaches /abnormalities in the game play.

Then the final account decision is made.

I hope this will clarify the process little bit more.

Kind Regards,
Karolina

 

[colinsunderland]

Hi Stokes,

The customer support is giving a basic advise, the account and games verification is performed by the cashier team.

Whenever player requests a pay out the account is checked for eligibility of the withdrawal. Cashier is also checking the game logs at this point in order to see if there are any breaches /abnormalities in the game play.

Then the final account decision is made.

I hope this will clarify the process little bit more.

Kind Regards,
Karolina

Why does the game reset the number of lines but not the betsize? Surely it should reset everything or nothing? It does seem like its there as a trap for customers to stake more, in or out of a bonus.

 

[Skephan]

Bonuses are crap, The only bonus I would accept is a VIP bonus or prearranged bonus with wager requirements to match your deposit. I mean why would someone who deposits 1k accept a 100 dollar bonus with a wager requirement like 35-50 times. Better use a casino wich also let you cash-out a part of your funds even when wagers are met, cause if you'll probably fullfill the wager but dont want to waste time playing and auto-spinning (what also can be a breach). Some casino's offer you like 1/3 maybe 40% of the total balance to deposit to you rightafter!

I also had a accidental max bet breach in 2016 by moving the cursor accidentally on my laptop. It ruined me mentally because I was already planning in my head to spend the money for gifts for my family and a vacation. Most of the times we lose anyway.

It's way safer to just deposit a bit more and when you hit something or even 2x your initial deposit to stop and set it to cool-off to enjoy the win and everyday life until you have some spare time and money to miss and feel good enough to enjoy the rollercoaster.

I hope this still will be solved to the players favour.

 

[dealer wins]

An $8000 win voided for one bet over the max, and the player immediately contacted CS to explain he made an error (Which we all have many times with bet sizes/max bet BS). Rogue casino IMO, disgusting.