MajestySlots Casino - Player's winnings are void.

won 500 banked it then they cancelled it saying I won it with comp points which I did not ,they are a disgrace, I tried to find out about it and they kept coming up with rules suiting themselves please people do not go near this site

Dear kennyhaines,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MajestySlots Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please explain if your winnings were capped or confiscated? Would you be able to forward email communication (chats, emails) to my email address at tomas@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

my winnings were void they said, I've asked for chat transcript still waiting for that . they tried so say I was playing with comp money when I know I was not . my email address is *****@tiscali.co.uk thanx for helping

Did the casino mention any specific rules that were breached?

Do you have access to your game history, transaction history, or bonus history in order to determine if the winnings come from an awarded comp point bonus or not?

Did you receive any chat transcript from the casino where the allegations are detailed for us to review?

I'll await your message.

they said chat transcript is not possible, game history as gone from site also I never take bonuses, they said I won 1.34 on comp points and the limit is 10 times win so why they let me win 500 . I never used comp points been waiting for the reply that's why only just replied to your email, they still no replied yet

Thank you very much, kennyhaines, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 kennyhaines,

I'm Michal, and I have taken over your complaint. I will contact the casino to see if I can help.

Just to let you know, MajestySlots Casino was not really much cooperative to resolve complaints with us and has recently begun to ignore us in our attempts to mediate any kind of issue, however, I will do my best to try to help you.

We would like to invite MajestySlots Casino to join the conversation.

Dear MajestySlots Casino,

Can you please provide information and proof that the player has gained their winnings with comp points?

If the information can't be shared publicly please sent them to my email michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

hi michal I've sent some emails that might help

Dear kennyhaines,

I have received your emails. Sadly, I have not heard back from the casino yet. I will give the casino representative another "nudge" so hopefully they will reply.

Dear kennyhaines,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal