When casino gives you the wrong info

Sometimes casinos have very unclear and vague terms that in order to find out what you can and cannot do you have to ask in the chat. Should the casino be responsible when the chat people advise you to do something that is apparently wrong resulting in the casino taking all your winnings?

I exactly know what you're talking about since this sadly happens quite often and our Complaints team deals with such cases on a regular basis. I'd say it depends on the information you get from the customer support.

For example: You come to a casino, you register, choose US as your country of residence, then you go to the chat. You ask the support if it's OK to play in their casino from US. If they confirm it's OK, you make a few deposits, lose, then you make another one, win and they refuse to payout the winnings since you apparently play from a restricted country, I believe it's their fault since the support gave you wrong info. In such cases, you should get your winnings and then they can close your account.

In such cases, casinos sometimes say that their Terms say your country is restricted no matter what the support said, but I don't think it's right. The support should be there for you and they must provide you with the correct information.

Whenever you ask the support for information that could potentially have some impact on you in the future, I always recommend to take screenshots.

Taking screenshot of chats should always be a habit for us (and I guess not just in dealing with casinos, but in general day-to-day communication with companies) because that's the only proof we can provide. They can delete the chat convo so it's safer if we also have our own way to prove that the support gave a misleading info.

Just a side note, this reminds me of one topic about using VPN...

Hello. You're absolutely right. It's important to take screenshots because it's the only proof you have if something goes wrong in the future, whether it's a casino or anything else. As you said, the casino can delete the chat and therefore it's a detriment if the player has no proof. The ideal case is when the support does not provide information just to make the player deposit to the casino and the best case is when they know the Terms and Conditions of the casino where they work, because it has happened more than once that the support or live chat has provided incorrect information, which I do not think is right.

As far as VPNs are concerned, I found a thread that deals with exactly this topic, so if you're interested you can read something about players' experiences here: https://casino.guru/forum/general-gambling-discussion/vpn--when-to-use-one

Hopefully you won't run into anything negative in the future and you won't have to deal with any unpleasant situations, although I think that's extremely difficult nowadays. Good luck. 😊

I do take photos of the chat. I’m just curious as to what everyone thinks. Should the casino be held responsible for this? I think so!

What happened to me is that I actually do read the terms and conditions. However in this case the terms and conditions were not clear. It says that if you win with a free chip and decide to cancel the withdrawal the money will go back on your balance however the max cash in the original bonus terms will still apply. That’s all it says. what it doesn’t say is what happens when the withdrawal is cancelled and combined with a new bonus. The casino has a bonus that says "270% 10x max cash out. Use with $25 deposit or by reversing a withdrawal".

since the terms and conditions don’t say what happens when a free chip withdrawal is applied to new bonus terms nor does it state anything in the actual bonus, I reached out to the chat to find out prior to using this bonus. I was specificallly told yes you can use the bonus and THE NEW BONUS TERMS WILL APPLY. Because I was told this twice in the chat. Every single time I had winnings from a free chip or spins or a coupon with a max cash out I reversed it and tried again with new coupon. Resulting in losing every single one of my withdrawals for 4 months straight. The casino never once informed me to stop doing this. They just watched me do it… until one day I actually won. Then they took all my money and claimed the reverse withdrawal coupon can only be used on withdrawals that did not have a max cash out. So basically they allow you to use a coupon in which the only option is that you lose all your winnings.

so not only did they provide me with wrong info that resulted in loses of all my withdrawal and never told me otherwise , but the one time I won on this coupon they took all the winnings from it.

I feel as if this casino has screwed me over so bad.

I should note the manager didn’t even apologize. They didn’t even offer me a free chip!!!

i was told by someone in the chat "on behalf of the casino I sincerely apologize, this person is no longer with the casino".

thats it? What about the $12,000 I spent here in 5 months? What about all the winnings you cost me?

Oh, I'm very sorry. I think that if you don't understand something and you try to contact live chat or support to help you and they give you information that is not true, then I think the casino is at fault in this case. Of course you should always read the Terms and Conditions if it is a bonus, but support should not be misleading. The explanation that this person no longer works at the casino would not be enough for me personally, because as you said, you lost quite a bit of money. 

May I ask about which casino this is ? Did you also try to resolve the situation somehow ?

I always read the terms and conditions as well. The problem is the casino is there is only 1 tiny sentence about max cash outs on free chips. To sum up what it says.. it says that if you reverse a withdrawal from a free chip and put the funds back on your balance the casino does not consider this a new deposit and original bonus terms would apply.

here’s the conflict… this cannot apply when a withdrawal is reversed and combined with a match bonus. A match bonus also call a "deposit match bonus" can only be used and is always used with a DEPOSIT.

the people working at this casino just aren’t that smart I guess. But that little sentence they refer to was not intended for this purpose. It is simply saying we don’t consider a reversed withdrawal alone to be a deposit.

THEY have to consider a reserved withdrawal combined with a DEPOSIT match bonus a new deposit . The casino denies winnings and says yes they allow players to reverse withdrawals and use this bonus in order to "extend playing time" wtf does that mean? You mean you lock them into a playthrough and they are guaranteed to lose their original withdrawal and never ever had a chance to win anything more. You don’t need to tack on a 30x playthrough just to "extend playing time". This is the craziest thing ever.

when you asked in the chat because the terms are so unclear and they tell you the exact same thing I thought. The new terms apply if a withdrawal is reversed and bonus is used. Max cash stays the same if you simply reverse withdrawal and put back on balance and nothing more. So I literally lost alllll of my max cash out withdrawals for 4 months having no idea this was incorrect. Hell maybe it isn’t incorrect perhaps they just change their mind as they please. Then when I won the confiscated all the winnings

Ducky luck casino and slots and casino

Ofcourse some manager got on chat and basically said ur shit out of luck. I have filed a complaint on this website which to be honest is pretty frustrating. Every comment you have to wait like 7 days. Guru replies to me asking for screen shot of my most recent bonuses used. This literally has nothing to do with the complaint. This is as simple as looking at the bonus terms in which I posted in the complaint. Reviewing the chats I also provided and the terms and conditions the casino is trying to claim apply to this bonus. Anyone who deals with casinos often will know that this clause in the t and c’s is not referring to anything other than reversing a withdrawal and placing the funds on balance and nothing more. There are zero terms that explain reversing and RE DEPOSITING using a match bonus. According to the casino’s q and a section… a match bonus is ALWAYS used with a deposit.

I am hopefully guru will at some point get an answer from the casino as to why they allow and encourage players to use a bonus in which the only option is they lose.

Here is the bonus….

Crypto Elite SuperMatch 270% up to $2700 (Max Cashout)

Claim now

Get a 270% bonus on your next deposit or by reversing a withdrawal! You must deposit or reverse a withdrawal of at least $25 to qualify.

The maximum bonus amount is $2700.

Hide Details

Crypto Elite SuperMatch 270% up to $2700 (Max Cashout)

Get a 270% bonus on your next deposit or by reversing a withdrawal! You must deposit or reverse a withdrawal of at least $25 to qualify.

The maximum bonus amount is $2700.

30x (deposit+bonus) playthrough

Playthrough is the amount that must be wagered (put at risk) before you may cashout. It is a multiple of your deposit or a multiple of your deposit plus the bonus. For example, "20x deposit" on a deposit of $100 means playthrough is $2000. "20x deposit + bonus wagering" on a deposit of $100 with a bonus of $100 means playthrough is $4000.

Unless otherwise stated, 1 credit wagered in a game counts as 1 credit toward playthrough requirements. Play is only allowed at the following games and their variants: Game Type: Arrow Slots, Arrow Tables, Baccarat, BetSoft Slots, BetSoft Table, Blackjack, Blackjack with Sidebets, CaribStud, Dragon Games, Dragon Tables, Groove Games, Kaboom, PaiGow, Qora Games, RedDog, Ride 'em Poker, Rival Slots, Roulette, Saucify Games, Spinomenal Games, ThreeCard, Tom Horn Games, Videopoker. Play at the following games, and any variants, count toward playthrough requirements at a reduced rate: Game Type: Arrow Tables (1/10) Baccarat (1/20) BetSoft Table (1/10) Blackjack (1/10) Blackjack with Sidebets (1/10) CaribStud (1/5) Dragon Tables (1/10) Kaboom (1/2) PaiGow (1/5) RedDog (1/5) Ride 'em Poker (1/5) Roulette (1/20) ThreeCard (1/5) Videopoker (1/20) 

Playthrough is the amount that must be wagered (put at risk) before you may cashout. It is a multiple of your deposit or a multiple of your deposit plus the bonus. For example, "20x deposit" on a deposit of $100 means playthrough is $2000. "20x deposit + bonus wagering" on a deposit of $100 with a bonus of $100 means playthrough is $4000.

Outside bets for Roulette are not allowed for this promotion.

A maximum cashout of 10 times the deposit applies.

A maximum cashout applies. For example, if you make a deposit of $50 and the maximum cashout is 5x the deposit your maximum cashout is $250.

If your balance is greater than the maximum cashable amount the remainder will be removed automatically on cashout.

A maximum cashout applies. For example, if you make a deposit of $50 and the maximum cashout is 5x the deposit your maximum cashout is $250.

The following games and any variants may have different table limits while this promotion is active: Game Type: Arrow Slots, Arrow Tables, Baccarat, Betixon Games, BetSoft Slots, BetSoft Table, Blackjack, Blackjack with Sidebets, CaribStud, Dragon Games, Dragon Tables, Groove Games, Kaboom, PaiGow, Qora Games, RedDog, Ride 'em Poker, Rival Slots, Roulette, Saucify Games, Spinomenal Games, ThreeCard, Tom Horn Games, Videopoker

Your table limits may change while this promotion is active.

No comp points are awarded for play during this promotion

Valid from 2023-01-23 00:00:00 to 2026-12-23 23:59:59. Promotion may be expired by casino at any time. If you do not login to the casino for 30 days the promotion will be automatically expired due to inactivity. Note that all free spins and progress in i-Slots will be lost at the completion of a promotion.

The casino's general terms and conditions (available from the casino website) also apply.

Promotion Status:Not Claimed

Here is the clause in the terms and conditions they use to justify denying your winnings…

6.8

Withdrawals of funds earned from Free Chips or any other No-Deposit type of promotion can be reversed and placed back into a players account at their request, but the maximum cash out amount on these funds remains the same as on the original promotion.

this a common casino rule which is simply saying by reversing a withdrawal and just putting it on your balance is not considered a deposit so obviously the original bonus terms apply. Haven’t seen a casino yet that does not have this rule. This rules however says nothing about when the reversal IS considered a deposit. Because you have to use a deposit in order to use a deposit match bonus. The terms they refer to are not terms for the sale scenerio. But since there are no rules apparently and this was not enough for me to know for sure. I asked in the chat and they advised me that new bonus terms apply

Oh you've written quite a lot I'd say. As for the bonus, I understand what you are saying and what is the problem. 

Regarding the complaint, I noticed that it was closed after you didn't answer Nick's questions. I think it was good for the follow-up to the complaint to answer them and move forward. If you think that everything was fine on your side and you didn't do anything to violate the casino rules, then you can reopen the complaint. Wouldn't that be good for you ? 

Since we don't handle complaints here on the forum, I can only look at it as you describe it to me, but our team is trying to resolve the case and look into it in depth, which is certainly better if you provide all the evidence to them. 

Think about it and let me know how you decide.

That was a different complaint that was closed. That complaint was more about false advertising. The casino says on the website that they do weekly drawings and give out 2500 a week. All the winners are announced on social media. They have announced 1 winner since may. When you ask about it they claim the winner gets an email. I truely believe the do not do this drawing as they claim and only 1 person has ever gotten this prize. So that was a different complaint. I just let this complaint go because there is no way for me to prove the casino is not actually doing the drawings. Even tho I know they are not giving any player $2500 a week! No casino gives out this amount of money. And if they were they would surely be advertising this to get new players. As they did with the one and only winner back in may. My complaint about this issue in this forum is still open

Hello!

I really appreciate you took the time to clarify this situation. Your comment is also very welcome here. I just do not understand one thing. If you are sure the casino is not paying out the winners, why did you stop responding?

You don't need to answer that; of course, I imagine one has a limited capacity for unpleasant stuff, so sometimes it is just better to let go...

Additionally, from your response, I'm assuming you really created two accounts for two complaints, is that right? You don't need to do that. 🙂

No the two accounts was an accident. I log in from with Apple ID and when I logged in on the computer it’s a different Apple ID. I guess I could make another complaint about the same thing.

In my opinion, yes they are accountable, and they should give proper and complete and CONSISTENT information so that this kind of issue will be prevented. I'm sorry about your experience, and thank you for giving the name of the casino.🚩🚩🚩

I reopened the complaint. Also I should note that since I have been hounding them about who is winning and when is is drawing actually held and blah blah every week for months…. A couple of days ago I noticed they took the promotions off the website. How convenient lol

regardless I have asked sooo many times and not once did they tell me this was not an active drawing. So they led crypto elite players to believe if they deposit everyday they could win 2500 every week .

Uhm, I try to pick up the positives; thanks to your persistence, you probably saved many players from sour confusion! That's marvelous!🐱‍🏍