The player from the United Kingdom had raised concerns about the integrity of an online slot game, suspecting unfair practices and poor responsible gaming measures. They had requested a data subject access to review their play history and had sought a refund. The Complaints Team had explained that they couldn't make a case based on the player's description of the issue with the game. They also had clarified that casinos could restrict or close players' accounts for various reasons. The player was unsure if any funds had been held by the casino. The Complaints Team had asked for evidence of withheld funds, but the player could only confirm that their balance had been too low for the casino to process payment. Consequently, the Complaints Team had decided not to pursue the case further.
McBookie Casino - Player suspects unfair practices.
Amount: £3,348
McBookie Casino
Safety Index:Below averageUnjustified complaint
REJECTED
Case summary
Hi,
I am writing to raise a complaint regarding your online slots namely "Big Bass Bonanza Keeping It Reel"
Does this game "state (and meet) its own individual %RTP figure?"
The following is my net deposit over the the space of a couple of days. (26th Feb 2024 - 2nd Mar 2024 = £3,348.00) I have never ever experiencesd anything like it online betting company. What you are doing is surely illegal and basically theft?
I have been a customer since October 2023 yet I was only asked to verify my account on 28th February 2024 which prevented me continuing to playing the game. I believe this was done strategically as was actually winning something for change. I had been playing the slot for 2 days at that point. Why wait to then to request? Please see attached email and transactions around the time of verification request.
I would like to submit a data subject access request for all my data to be sent to me.
I would like some of my money back due to this (in my opinion) extremely unlawful act of not treating customers fairly and your gaming are now being purpose.
Also at no point did anyone reach out to advise of safer gambling procedure that were on place despite me depositing and spending thousands of pounds. This is absolutely absurd.
I understand you have 8 weeks in which to resolve my complaint.
I will be taking this Matter further and contact the media so other consumers stay away. I have seen similar reviews on trust pilot raising concerns that the company is corrupt.
I will be creating a support group for others you have scammed and looking to take this to parliament.
However for my personal complaint I await your reply and further investigate at my side legal action I can take to get my money back. Rest assured I will take this as far as I can.
I believe you are are a white label company can I ask the last time you were audited and what was the outcome? As I don’t believe you are fit for purpose.
Dear Clarky1872,
Thank you very much for submitting your complaint. First, I would like to clarify that we are not a casino. Casino Guru Complaint Resolution Center offers independent mediator services between the players and the casinos.
Furthermore, I want to inform you that we cannot make a case solely based on how you described the issue with this game. 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
Moreover, there are no unified rules when it comes to verification. Some casinos don't let players make deposits before they submit documents, and other casinos let players withdraw the first or few smaller withdrawals without it, but most often casinos ask for documents at the point of the first withdrawal. We are not in a position to penalize the casino for not requesting documents immediately.
Regarding Safe Gambling Practices concern - I am afraid that most online casinos let players deposit and play without any limitations. Unless you requested self-exclusion due to having gambling problems before depositing, there is no valid reason to request a refund.
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. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Kristina
Also as soon as I complained they closed my account In the first instance.
is this ok for them to do so!
Thank you very much for your reply, Clarky1872. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
Could you please advise if any funds are being held by the casino? If the casino paid out all the winnings or no active balance has been withheld, I’m afraid, there’s not much we can do for you.
Unsure if I have any outstanding funds. This is literally the worst online casino ever
Please note that we cannot proceed with this case until we receive evidence that funds have been withheld. If you are unsure, please contact the casino and ask the support. Then forward the conversation to me at kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
Dear Clarky1872,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
I apologize, but it seems that your balance is so low that no casino would process the payment. Therefore we decided that we will no longer pursue this case. 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.
