Home Complaints CasinoMax - Player has experienced a technical glitch.

CasinoMax - Player has experienced a technical glitch.

Amount: €5,600

CasinoMax
Very good reputation
Submitted: 21 Apr 2021 | Resolved : 14 May 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The player from United States has experienced a technical glitch while playing.

Public
1 year ago

I have been a member at Casinomax for many years along with their sister sites cherry jackpot and spinfinity. The issue I just recently had especially with Casinomax is since the flash player has been discontinued most players play on a mobile. I don't care for that so I still use my PC even though I can't access all the games. I play at a few RTG based platform Casinos but I have noticed that Casinomax and their sister sites have different update software. For some odd reason every time I play at Casinomax there is a glitch in the new software that max's out my bet so I get disqualified which causes their Max Bet Breach. In January 2020 this happened and my total winnings were $800 ( I don''t remember exactly). They felt bad for me so they gave me 1/2 of my winnings in good faith. $400

During one of the games I noticed the bet box said $25.00. The max bet with any match bonus is $10. I know the rules here, I have been playing for many years and this glitch of max bet hasn't even happened until they updated their software. This bet glitch happens all the time even when I play. I am well aware on my bet limit and my actions. On 04/16/2021 last Friday. I took a match bonus and made a deposit. I started playing at 1:30 pm USA time and the slots were loose and paying back like crazy. I was so happy I was having a great afternoon of gambling. I had a large play thru to finish...somewhere in the area of 22000. After many hours of playing BAM! there it was again $25.00 bet. WOW I didn't hit that max bet button... I new this will cause a loss again but i decided to finish my game play. After finishing my play thru I had $5600.00 left over in my account. I made a withdrawal for $4,000.00 wire transfer and $1,600.00 check. I figured they would work with me like that did before especially based on this amount of money...Believe me I really needed this money. I have been depositing and depositing for a very very long time with all losses. Finally I won! But Monday morning i received 2 emails

MAX BET BREACH...again but this time they were not willing to work with me at all.... BANKING DEPARTMENTS FINAL DECISION . SORRY CASINO RULES. Thomas, Jodie, Mark All these customer relations persons know about the glitch I have been having...and when it came down to the amount of $5,600.00.. Sorry you cannot withdraw.

Like I said they have an updated RTG platform that has a glitch. This has happened every time I play at these casino. It does not happen at any other RTG platform casinos. Maybe they can max out my bets!

Player Beware

Public
1 year ago

Dear sting454,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history along with any relevant communication to petronela.k@casino.guru?

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

 

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Private
1 year ago
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This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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1 year ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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1 year ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public
1 year ago

Here is the first issue with the max bet situation last Jan. 2021. below is the email I received from Casinomax where they gave me 50% of my winnings.


On 1/28/2021 7:50 PM, Paul from Casino Support wrote:

Hi Jay, 

I can assure you the game logs sent to you are 100% accurate and show your gameplay for that session. If we had any ill intentions, we would have voided your full winnings, due to a breach in our terms. But as you have been a loyal player we did not do this and have approved 50% of the winnings.

We are always as open as we can. As we provided you the full game logs within a couple of hours of your request. Again if we had any ill intentions regarding your winnings. This is something we would kept close to our chest instead of sharing with you. 

Regarding the change in bet, I’m not to sure why. But as you can see there is no break in the account. The bets are made on the same login session as the prior $2.50 spins. 

I’m afraid the max bet term is something in place, here as you can see in the terms of our website you agreed to. 

In relation to your in game history on that game, I’ve raised this issue with our Tech team to see what may cause this for you. Which we will update you as soon as we hear back from them. If I can please ask what device you are currently using? 

However I would recommend accessing the casino in Incognito mode of Google Chrome to see if this fixes the issue. 

I'm afraid this matter is treated as resolved with the casino and is not something where the outcome will change as the decision was not taken lightly. The hope was that honoring 50% of your winnings to a long standing player like yourself would be preferential over the voiding of the full balance. 

If you have any further questions don't hesitate to reply to this email or our live chat Team is available 24/7. 

Kind regards,

Paul

Casino Host Manager

I RECEIVED $400 from them. I made 10 x or more of that in deposits

Edited
Public
1 year ago

Thank you very much, sting454, for your replies. Could you please forward your game history to petronela.k@casino.guru?

Public
1 year ago

All sent by email to petronela.k@casino.guru

Public
1 year ago

Can you explain this to me?


There rules

As of fair gaming importance, there is a limit on maximum bet size allowed to be placed during the playthrough of any promotion bonuses (including cash back offers). $10 is the maximum bet amount permitted unless specifically stated otherwise. Betting above $10 during an active playthrough will result in any winnings voided.


. If the amount you want to bet is available on the game you should be able to bet the amount that you want like most other casinos out there like Rival, Saucify. I think its unfair to have the max bet button activated while playing a match bonus with a betting limit. They block out the progressive and higher paying games when you get a match bonus so the company or RTG should block out the max bet button also. This way players like me won't get disqualified and loose there winnings. Also on some games why is the max bet button right next to the spin button. That's a poor design

Private
1 year ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public
1 year ago

This particular time I didn't because I figured for the amount of money that I was going to win they would work with me just like they worked with me before back in January 2021. Do you realize how much money I invested in this casino over 3 to 4 years. This is why they worked with me back in January because I am a valued loyal player. Before this for some reason I haven't won in a very long time about 8 -9 months and when I did win it was never this big, always under 2000. Each time I deposited I lose, I deposit I lose, I deposit I lose. This time on that Friday afternoon? every slot I played was paying back like someone left it set for player not to house even though they say that's not how it works, lol they were paying big all the slots. I know that list you showed with the one bet of $25 looks like I accidentally hit the Max back button but I didn't and I didn't on all the other deposits and play time.

The only reason I stay with this casino is because they have a really good reputation but I am out a lot more than $5600. So you and I am not going to get away with telling Casino max that there was a glitch in their software. I lost half my money in January because of this Max bet glitch and I lost a lot of money in between because that Max bet glitch came up many times where I lost anyway so it didn't matter. I am using a pc, everything shows larger than a mobile.

They say I am a valued player and they worked with me on the 1st time in Jan 2021 so why wouldn't they work with me now. $5600 is not a lot of money for them to give out to a player that really won. And I really did win and not on the 25 bet. That bet I won Zero. $5,600 is a lot for me to lose.


This time the $25 bet happened once... and I kept a close look at where my mouse position was ( to the right side of the spin button near the auto play button) not near the max bet button on the left side. I definitely didn't hit that Max bet button by mistake. Casino max is just going to deny that there's nothing wrong with their software, that they have it checked out regularly and I won't get anything out of that unless another player complains of the same issue, so the other part of this Glitch Complaint is that they worked with me last January and gave half my winnings.. so why don't they work with me again and give 1/2 my winnings $2550 as valued player. That's the right thing to do! I had a good standing valued player at $800 so why don't I have a good standing, valued player, at $5,600.


Edited
Public
1 year ago

Thank you very much, sting454, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

 

Public
1 year ago

Hello sting454.


I am sorry to hear about your troubles.


When you accidentally make a higher bet than is allowed, I strongly recommend stopping playing and contacting casino support. (in case that you lose the higher bet, usually support allows you to continue wagering)


In the case of a technical problem, always try to make screenshots (or, in your case, a video) that you can easily show the casino where is the problem.


I would like to invite the casino representative into the case.


Please consider paying sting454's winnings.


He made only one high bet and lost, so he didn't gain any advantage.

  1. He reported the problem with the max bet button before.
  2. Obviously, by making this higher bet, he did not try to cheat the casino anyhow.
Public
1 year ago

Hi all, please give me some time to look into this.


My first thoughts are that if this were a bug or a wider issue, it would affect all players, not just one.


Also, please note that the CasinoMax lobby is the stock RTG lobby, so any update we get there, reflects on all RTG casino lobbies.


I'll speak with the casino manager and review game logs to see what can be done and if the original decision should stand or not.


Please allow some time while we complete the checks.

Public
1 year ago

Well that was fairly straight forward. After a short consultation with the Casino Manager who reviewed game logs we have come to a decision.


No evidence of this max bet issue has been recorded since the opening of CasinoMax, except for this same players two complaints (including this one) and we've never been able to reproduce any such issue in testing. I have just tested the same game with a large balance, with a similar betting pattern to see if it's something that I can reproduce. Unfortunately there was no evidence of this bug during this test.


The 'Max Bet' button is located next to the spin button, so it is entirely possible that this was a mistake on the players part. One way to reduce the risk of this happening again is to perhaps use the space bar to make your spins instead of the mouse or use the auto spin feature to guarantee an error cannot be made with the slip of a mouse?


Alternatively, and for your own peace of mind, maybe screen record your play, should this ever happen again and then you have documented proof. We can then use this evidence to present to RTG if a bug was present that affects this player.


It was decided that due to the max bet breach happening on one bet only that this was likely a mistake or accidental bet, which was adjusted on the subsequent bet to below $10. As a result of our findings, the balance has been reinstated to the players account.


IF, this does ever happen again while you are playing, please contact our support team right away, do not continue to spin. They are available for you 24/7 365 days a year and they will be able to help you instantly. It's best that you do not continue to gamble until reported and dealt with.


I hope this is a satisfactory result for you and thank you for being a loyal player of CasinoMax and our sister sites. As you know we're a fair and honest casino and I hope you enjoy many more years of responsible fun with us.

Public
1 year ago

They didn't mention anything about working with me due to my loyalty long time player. They gave me half of my winnings last January $400 but now since the winnings are $5600 they never mentioned working with me again. That is very unfair! Like you sad I did not try to cheat the casino and i am using a PC, I guess it's much easier to hit the max bet button. I never thought about using the space bar. I have deposited a lot of money in the last 8 to 9 months and thru out my membership. I worked hard and deserve that $5600, that's a lot of money to lose. They should work with me again

Edited
Public
1 year ago

Hello sting454.


The casino put back your winnings on your account and you can withdraw them. They wrote that it was probably an accident and that they are a fair casino.

You will get 100% from what you won.

Public
1 year ago

O my God that's wonderful. Thank you so much. This is unbelievable.

Very much needed. Thank U casino guru and thank you Casino Max.

Edited
Public
1 year ago

Yep the funds were already in the players account. Sorry if this was not made clear enough. It's good to see you're doing the right thing and withdrawing the winnings. 🙂


Enjoy, keep cool and give the spacebar a go. 🙂

Public
1 year ago

I will do that. Thank you Casinomax.

Public
1 year ago

Sting454, let me know when you withdraw the winnings, and we will close the complaint.

Public
1 year ago

Hi, they sent one withdrawal out for 4000 and the other withdrawal is pending

Public
1 year ago

Thanks for the information. Let me know when all the money transfers will be completed.

Public
1 year ago

I will

Thank You

Public
1 year ago

I haven't received the wire transfer yet and the other withdrawal is still pending on my account.

Public
1 year ago

Please, wait a bit longer.

Waiting for approval
1 year ago
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Waiting for approval
1 year ago
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Public
1 year ago

Hi, I received the wire transfer but I did not receive the other withdrawal. I still see it pending in my account as of 05/07/2021.

I will let you know when I receive that also

Thanks

Jay

Public
1 year ago

Hi again sting454. As previously mentioned we need to leave a week between each payment. The one you just received was sent this time last week. The next one will be sent on Monday, hopefully the speed gods are on our side and it'll make its way to you the same week.

Public
1 year ago

Thanks for the update.

Jay, please wait a bit and let us know when you receive the second payment.


Public
1 year ago

ok I will Thanks


Public
1 year ago

Ok I received both withdrawals. Thank you for your time in this matter. Thank you casino guru and casino max.

Public
1 year ago

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Public
1 year ago

Dear Jay and casino representative,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.