ClubWorld Casinos - Player’s complaining about overall casino experience.

Let me start out by stating that terms and conditions are a binding contract by not only the customer, but the casino. All statements provided by the casino are to be taken seriously and are to be accounted for as terms are accounted for when it comes to taking our money we have in the balance until the complete transaction is over and in the past. Transactions can only be complete and laid to rest when all parties involved are satisfied with the transaction. All transactions are governed under some kind of law. These laws are in place to oversee peaceful business. Without these laws in place there would be chaos and disorder. We can all respect the laws that are in place or we can find ourselves being forced to align with them. The law is the final say on these matters. As I have been playing a lot of online casinos in the last few months I have come to the conclusion that it is corrupt. If it couldn't be more obvious then the terms and conditions that by themselves seem to be preparing the customer for a disaster waiting to happen. There are many red flags when going through terms and conditions. Then you start to read up on the fairness statements. Thats when you see that despite the red flags they do guarantee fairness, randomness, unbiased, and impartial results. You take a chance and confirm with the support and you will get all the answers you would like to hear. They make you feel like you have nothing to worry about. That's the whole point. Then you find out from not just that one casino, but around 70 other casinos under the same provider are all consistent in their results. Results that prove nothing of what they advertised was true. When you have about 70 RTG casinos all consistent with the same results its conclusive that this is the reality of it. The results are the truth spoken without personal interest added in for whoever is relaying the information. Here is the issue at hand. The games are proven over and over again to be operating on a personal agenda of the casinos that conflicts with the guarantees and statements made. The software conflicts between profiting the casino, and appearing to be random. Thats why there will always be issues is because something cannot be random and have a directed purpose. It just doesn't coexist. The software actually exhibits the opposite of their claims. I have many documented events that took place where the software had to choose between random and profit, you already know what it chose. Here is what the law states: A contract is not considered valid unless all parties are in agreement to the terms. If the expressed terms are not accurate, then any agreement is based on a false premise and the contract is invalid. Knowingly making false statements -- whether in writing, verbally, through a simple gesture, or even silence -- constitutes false misrepresentation if it has a material effect on the deal. Therefore any deceptive practices used to sell the product is fraud, and fraud voids any contract or terms. The legal remedy for this situation is as follows: Depending on the nature of the case, remedies for fraudulent misrepresentation can include rescission of the contract and damages. Rescission of the contract is the most common remedy, since fraudulent misrepresentation renders it voidable (as opposed to simply "void"). Therefore, the parties may choose not to rescind the contract -- which restores the parties to their pre-contractual positions -- if this is not possible. With respect to damages, only actual losses stemming from the misrepresentation may be claimed. Now let me be very clear on this. I don't have an issue with the games being rigged. If the games are rigged then so be it. My issue is with the fraudulent representation of the product by the companies who run these casinos. Lying to a customer disrespects the customer. Furthermore, it sabotages his or her decision-making process by supplying the customer with faulty information. When you sabotage the customer's decision-making process, you sabotage the sales process itself and you undercut your own professional reason for being. I spoke to the casino on a personal level more times then I can count. I have had nothing but negative experiences with these fraudulent representations giving me a false sense of security and enticing me to continue to put my trust into these casinos. Only to have it result negatively. The reason why I have this much loss is due to thinking that I was dealing with random software. I found out the hard way this isn't the case at all. To top it off I have been attempting to close my accounts with these con artists and they are giving me difficulty doing so. I would really appreciate it if I could have the support of the voice of the people in seeking a justified resolution. Please help.

Dear Xcalaba69,

Thank you very much for submitting your complaint and forwarding the relevant communication. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do.

In regard, to your request for the account closure, I understood that you haven't mentioned the gambling problem. Is that correct? Was your account closed already?

Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Petronela

I didn’t mention a gambling problem I mentioned a problem with a casino defrauding me. I have all of my play history and it shows the change in the games due to bet raises. The games will be consistent and there is a clear change in wins and losses right after the bet change. It is clear these games are operating outside of the statements given to me by the company. The company offers fair and random games but being that I have clear evidence the games are manipulated due to my bet sizes is proof in itself the games are not random.

I also have transcripts of the casino lying to me about the results of the play history. I asked them if there was a losing streak triggered right when the bet changes that was inconsistent with the rest of the gameplay and they denied it. Then later on I got my game history and saw plain as day I was winning right until I changed the bet. Right when I changed the bet you can see the entire game shift and I lost.

Through gameplay and the results people can weed out what is true and not true. The results are the cold hard facts and they answer the question of if it’s fixed or not. I watched the games with my own eyes perform very predictable actions to benefit the casino. The fact that the casino lied to me about the play history caused me to spend more money due to the misinformation given. I trusted them to at least be honest with me about the data and they were not. This hindered my ability to determine if I should or shouldn’t continue to play and I chose to trust them and they lied. That’s fraud. They profited off of misinforming me.

Please forward your game history to petronela.k@casino.guru. Thank you very much in advance.

Dear Magnus52069,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I’m sick of this… I know what’s going to happen. Even if I have a legit concern and I can show that these people lied and defrauded me. You will still see nothing wrong with it.

They have a perfect reputation even though their service destroyed me numerous times just for raising the bet.

Please understand that without supporting evidence such as your game history it is very difficult for us to proceed with this case and confront the casino. Please forward it to petronela.k@casino.guru at your earliest convenience. Thank you very much in advance.

I sent it to you. You can see a clear change in the gameplay due to the bet raises.

Please forward it in Excel sheet. It is impossible for me to read all the data correctly from the screenshots.

Dear Magnus52069,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

? You want the full report? I don’t even know which one it is now I have to look through about 30 excel sheets all in my user names again… You said you can’t see the screen shots? Can you get Club World to send it to you?

Jesus man you don’t believe my photos huh? Can Club World send you one? Cause I just had to start over fresh in my computer due to a damn virus and I’m still situating. There are like 20 excel sheets in one user name and 30 in another.

To find it the first time I had to go through each one and when I consolidated my files and sent them to the backup drive they got all thrown together franticly before I had to reformat my main drive with my operating system like 2 days ago.

Hey…. I know you can read those screen shots….I am looking at them right now…. That and they are numbered… What are you trying to pull here man? You are about to throw out my case because your lying about not being able to see the screen shots I sent you? Seriously? Cause your lying. Now I gotta find the damn file out of like fricken 50 excel sheets man!

Oh… it’s what I said up there huh. You are trying to make it out like they are not guilty of anything. Look I get it man. Hey why do you even have me waste my time like this is you are just going to draw it out and just look for an excuse to take their side anyways? Like your over here, I Jump through your hoops and it ain’t enough. You were about to close my case. Just close it then man. Why do you have to pretend to be an arbitrator? I notice all you people do is just shut all your customers down and give all these people good reputations anyways. Like with Cainomax. I cannot get over the fact that you people told me I wasn’t being clear when I said. " I don’t feel comfortable spending my money here. I want to stop myself from spending my money here." They don’t give me any option but to close my account and they were lying to me. They CONTINUED to lie to me when I had later on researched the issue and confronted them about it and I sent you those transcripts and you said I wasn’t being clear because I was real hesitant based on the fact that they were already delaying my withdrawal without reason when they sent me 2 others that were before and after the larger middle one they were holding onto!? Really dude!? Just stop acting like you are what you are not man…. This is ridiculous. This is costing us money and these casinos are running a muck on us. You people are lying about your standards that you have written on your site and enabling these casinos to get away with everything and anything they want!!! Meanwhile you post a perfect reputation with these casinos and you refer more people to them after they lied to me and denied me responsible gambling options with lies!!!

Yeah you won’t approve of that one I’m damn sure.

Whats up you can’t read those? Really?

Yeah whatever…

Personally all of this is fraud. What they are doing is fraud and what you people are doing is fraud. It’s all one big tag team to pretend like you are helping people when you are really paving the way for them to do what they do and get away with it.

I'm just going to ignore all your accusations for now. I didn't mean I can't read your screenshots as if they were blurry or something I can't analyze them properly if I don't see your entire game history.

You have sent me 51 screenshots of your gameplay for approximately 6/7 days. Your balance was changing throughout the game but I don't see anything suspicious or any sign of RTP being manipulated.

Without the entire game history, we can't proceed with this case. Please understand.

Look… it’s the games…. They are being manipulated. Don’t you see raising the bet alters the game? How about this. Let’s confront the casino and ask them if the games outcomes change due to bet increases. They will deny this and this proves that they are lying….

Lying is a deceptive practice used to decieve people to make people more likely to deposit and get caught off guard with this garbage. That’s fraud man.

These people bind us to terms and conditions. Well those terms and conditions are a contract. Those contracts state that fraud is unacceptable. The reason that is, is that fraud void any contracts. That’s why it’s not tolerated. Yes false or misleading advertisements hinder the customers ability to make responsible decisions because they are not properly informed of the risk involved. I had approached them on numerous occasions prior to getting a copy of the play history and asked many different staff if the games outcomes were being altered because of higher bets. They lied to me. This is the only reason why I continued to play. The issue continued to happen too. They defrauded me for more money by lying to me about simple facts that were written and easily identified when I finally had enough and checked for myself.

I had come to them on many occasions and complained about my raised bets killing the slots. They cannot lie to us when it involves transactions which added up amount to a pretty big chunk that I wouldn’t have played any further if they didn’t lie and promise me that the games were not changing due to the bet sizes. Later on I did research and figured out that the games were changing the odds due to bet sizes specifically because of the fact they are set to specific RTP. Then why did they lie to me? I wouldn’t have played the way I did and raised the bets with truthful information. That’s unacceptable. I didn’t ask them their opinions or official statements on what the games were doing in bet increases. I specifically asked them to examine the play history and tell me if there was a shift on the bet increases. They still denied this and I sent you proof they lied to me the whole time!!!

Thank you, Magnus52069, for the forwarded email. I have listened to the entire phone conversation. As you mentioned several times you have many proofs that the games are manipulated, please forward any supporting evidence to me, otherwise, I will be forced to reject your complaint.

Hey I just saw this. I sent you the proof that the game is dying due to bet increases. This is against their statements and guarantees. If you ask them right now if their slots alter the outcomes based on bet size they will deny it. It's all in the screen shots I showed you. The games would go from good to bad on a bet change. That proves that the gameplay is not random, or fair. How fair can a game be when they are not only taking a house edge, but the software is manipulating the possibility of winning due to increased bet size. This is why they do not admit to it. I have seen it so many times and I complained with them so many times about the part of the game that should be rewarding us for getting lucky by sabotaging a critical part of the game. The seeds are not supposed to change on bet increases. This is exactly what happens. The algorithm shifts so they can make sure we don't have a chance. It is clear that they denied the game is doing what it always did every time I played pretty much. Also I would like to point out how he was honest about the RTP of the game. Does that match up with what they advertise? I doubt it. My whole point about this is that I had first started playing and I complained about the games altering the outcomes on bet raises and they denied it. They told me I was wrong and that it was just my luck. So I continued to spend money and see the same issue. Everytime complaining to staff and they would argue with me and convince me that I was wrong over and over and over again until finally I got sick of it and I demanded to see my play history. That's when I had enough. They were scamming me so bad they couldn't even relay information of my bet history to me truthfully. I had simply asked them if my play history showed that the game had shifted on my bet raise. They told me no. That was a lie. Many many times it shows in those screen shots up there that this was the case and because they lied to me they got me to spend more money than I would have if I was properly informed of hard facts that were listed. Being able to rely on the casinos support to relay information in a truthful manner is critical to us customers making responsible decisions. Yes I understand that we should spend money expecting to lose it and that is fine with me. I spent it because I could. That doesn't mean it is fair game for these guys to say anything they want in hopes that we make the mistake of spending a lot of money because we were stupid enough to trust them in the first place. That's fraud. You know what else is fraud? Advertising a higher RTP then they actually have set up. These casinos are lying to us and you can see proof of this. They obviously act without any worries of reprecussions. So if they can get caught lying to us, what's to stop them from rigging the games or taking advantage of us in other aspects?

Please request the game history from the casino and forward it to me (petronela.k@casino.guru) at your earliest convenience. As I mentioned and explained earlier, without supporting evidence it is close to impossible to proceed with this case. Several screenshots from incomplete game history won't be enough to confront the casino. Thank you very much in advance for your reply and understanding.

Thank you very much, Magnus52069, for your game histories. Please allow us some time to analyze them and we will get back to you.

I do apologize, Magnus52069, but we will need time for the analysis. Thank you very much for your patience and understanding.

I do apologize, Magnus52069, but we still need time for the analysis. Thank you very much for your patience and understanding.

This casino is horrible. I know for a fact that they are using a 75 percent rtp. They even admitted it.

Dear Magnus52069,

Thank you very much for your patience while we were completing our simulations and analysis. Unfortunately, our team didn't find any discrepancies or manipulated RTP.

Return to player(RTP) ratio, also called payout ratio is a number that describes what percentage of each bet is statistically returned to a player from each bet (it is not saying what percentage of deposits the player will get back as some people may think). So if someone wagers 1000$ on a game with 90% RTP his expected return is 900. There are some facts about RTP that we would like to highlight.

First of all, this expected return is just a mathematical average. In short, anyone can get very lucky (or unlucky) and get a much bigger (or lesser) return than his expectation. However, if you play for a long time, your real return will be close to the expected return. In mathematics, this is called the law of big numbers. Many people wrongly believe that this means that if someone was very unlucky during some time period he should get very lucky over the next period of time. Or that if the red number won on roulette ten times in a row, there is a bigger chance that the black one will win next. This is called Gambler's fallacy and it's not true.

Past results have no influence on future results. The law of big numbers is saying that if you get very unlucky in the past you can expect to get average results in the future (you would have the same expectation if you get good or average luck in the past - what happened in the past just doesn't matter in the present). And this average result will give you closer to the average result overall. For example, if red won on roulette 8 times of 10 in the first ten spins and then 5 times of 10 in the next ten spins, it's overall 13 times out of 20 which is much closer to theoretical expectation than 80% wins for red from first ten spins.

If you want to learn more about RTP we recommend you watch our videos about this topic:

https://www.youtube.com/watch?v=s0rVhAZL1-E

https://www.youtube.com/watch?v=s9fzMDzadtA

I understand that the outcome of our analysis won't be satisfactory for you, sadly, my only recommendation, if you do not agree with us, would be to file an official complaint with the Licensing Authority.

Looking forward to hearing from you.

Dear Magnus52069,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.