The player from Norway had deposited money on chips.gg for a 200% deposit bonus and had made a single bet exceeding $5.00. The bet was not blocked, but it had resulted in the loss of the deposited funds, which he equated to a withdrawal difficulty at the casino. The player had claimed there was no notification about the max bet amount. The casino had argued that the player was required to agree to their terms of service, including bonus/rollover terms, upon registration. They had also provided several ways to avoid such situations. The player had consented to share his full account data for review, but the casino had considered the information confidential. Despite the player's insistence that bet blocking was possible, the casino had maintained that their current system was the most effective. We had concluded that the casino had taken sufficient steps to inform players about their terms and conditions, and therefore, we could not provide further assistance to the player.
Chips.gg Casino - Player's winnings were confiscated.
Amount: Ł4
Chips.gg Casino
Safety Index:Above averageUnjustified complaint
REJECTED
Case summary
Hello
I deposited money on chips.gg for 200% deposit bonus. I play some slots on it and i done one single bet above $5.00 and the total amount of deposited money got taken and not refunded. On websites like stake, howl.gg and many other casinos player when want to do bet over xx amount on deposit bonus it is blocked and player is not able to do this. This here it looks like it was created simply to take all the money that the player deposited on the site and not give him any chance to withdraw it. Disputed amount deposited 4,38781575LTC
Dear snajper51,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
Our position regarding maximum bet rules is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:
"The max bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time."
However, if you feel like you have been accused mistakenly, such as when you made only such bets, feel free to forward me your game history together with a link to the specific bonus that you activated and played. My email address is tomas@casino.guru
Thank you in advance for your reply.
Best regards,
Tomas
Hey i send an email, also you can check when you will deposit 50$ for this deposit bonus promotion you will see that there is no notification or smth that will show you max bet amount is 5.00$
Thank you very much, snajper51, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello there,
Thank you snajper51 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Chips.gg Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and how can we help resolve this issue.
Thank you!
Hello all,
We are sorry to hear you had a negative experience with us. We are happy to learn of any further ways to improve this process by welcoming feedback from our players. When registering on our website, the player is required to explicitly agree to our terms of service including our defined bonus/rollover terms. As with many other casinos it is the player's responsibility to read these terms before registration. These limits and bonus restrictions are in line with industry standards and we try to make things as easy as possible for the player to avoid negative experiences.
Thank You,
Chips
The following outlines a few ways we currently offer to avoid these situations:
- The player can cancel the bonus at any time for a full refund if they did not place any bets, this process is fully automated.
- We include all applicable bonus terms inside our terms of service.
- https://chips.gg/terms/casino#10.
- https://chips.gg/terms/rollover#3.10.
- https://chips.gg/terms/rollover#3.2.
- We offer a range of articles in our FAQ describing how our bonuses work.
- We created a dynamic page that clearly displays your current bonus state and what games are eligible for play. This page only allows you to search and see eligible games for the current activated bonus.
- We display a clear popup outlining all bonus terms for the bonus you are activating.
- Before depositing we clearly display the terms of the bonus you are activating.
- When attempting to play a game not eligible, we display a warning that the player will void the bonus by playing that game.
Before depositing we clearly display the terms of the bonus you are activating.
no no no, this is fake i didnt seen that notification.
Thank you for the clarification Chips.gg Casino representative. Would it be possible to provide me with the full gaming history of the player to my email? (peter.c@casino.guru) Thank you in advance for your cooperation!
Hello Peter,
We are not willing to freely share player game play activities, this information is considered confidential. We do not manually review bonus payouts. The system we have to process bonuses is automated and clearly defined inside our terms of service.
Thanks,
Chips
I fully consent to you providing to casino guru my full account data as, deposit history, withdrawal history, gaming history
Hello,
When registering on our website, the player is required to explicitly agree to our terms of service including our defined bonus/rollover terms. As with many other casinos it is the player's responsibility to read these terms before registration.
"It is your sole responsibility to ensure the game you are playing is eligible and shows the required tag(s) for your enabled bonus."
"The maximum permitted bet amount while a bonus is pending or actively being turned over is $5.00 USD."
"You cannot purchase a Bonus Buy on slots while in rollover mode."
The attached image contains the bet the player placed which voided the bonus:
Thank you for the update Chips.gg Casino representative.
Dear snajper51, we at Casino Guru are very much against the confiscation of funds due to max bet and other rules and believe they should be implemented on a software level. However, when this is not possible we recommend adding pop-ups and other ways to inform the players about the bonus they are taking. As shown by the casino representative the casino has taken steps to help circumvent situations like these. Unfortunately, we are unable to help in this matter further. Thank you for your understanding. I'm sorry I could not have been of more help on this occasion. Let me know if I have missed anything.
When it comes to programming to block bets above $5, it is possible, it has stake, howl.gg and probably many other casinos. It would not be a problem for them as they have an automatic bonus cancellation system if bet exceed 5.00$. I only hope that other users will not be treated in such a fraudulent way.
Are you able to provide more clarity on how this is exactly implemented?
How is this bet "blocked" exactly?
Sharing a video of this would be most ideal.
Thank You.
IT simply shows that you do not have enough funds to bet, and need f5 to continue game on the slot, when it comes to pragmatic, hacksaw on stake. i do not have active deposit bonus on those websites so i can`t show. If you want just create account.
Every casino has different implementations of these games. We have explored options on how to approach this situation, however providers give us no way to display an error in the game relative to the issue.
You would simply have a generic error that leads to a poor user experience with no explanation. As a result we have opted to display the terms of the bonus in numerous ways and locations on our website as mentioned in our previous replies. Additionally, our support is available anytime 24x7 for any questions you have.
Thank you,
Chips
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Kind regards,
Peter
