Mr. James Casino - Player’s struggling to withdraw his winnings.

I have won 13.500,00€ with cash balance but the casino refusing me to withdraw this amount saying there is a withdraw limit of 150€ while even their system says the amount is able to withdraw and a bonus they added on my account without accepting this bonus (50€) will be forfeit (got a screenshot of this) if i continue with the withdraw with resulting an cash amount available for withdraw. After contacting them to withdraw and sending my kyc documents they locked the full withdraw screen in my account stating that there are no funds available for withdraw.

The customer supports is very rude and doesnt want to help and even suggested to me to kill myself as this will solve the problems (got screenshots of this).

On the mobile version of the website there is also no info to be find regarding bonus terms and when you contact support about this they always come with different answers about the terms resulting that the terms are not clear and therefor also cannot apply to the player.

I have checked online a bit and see that there are allot of people with the same problems

Dear bm,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you accumulated your winnings with or without an active bonus? How much was your last active deposit? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

My last deposit was 100€

The money was won with a cash balance as you can see in one of the screenshots which I made before I hit a big win but was already having a nice balance.

Could you please specify which bonus has been activated automatically in your account?

Dear Bm,

Could you please advise if you have ever opted out from the promotional offers?

T&Cs:

"Canceling a Bonus by players can be made by contacting support 24/7. The Bonus can be canceled as long as the player did not make a single bet.

If a player wishes not to receive an automatic Bonus by the system, the player may do so by contacting support 24/7."

Thank you.

Hi,

I did not, However it should also not be relevant as the funds were won with cash balance not with bonus money. Next to that on their mobile version you cannot even get to the terms and conditions so playing on their mobile version their T&C's cannot apply as they are not available apart for a page with some terms but not the detailed bonus terms etc.

Dear Bm,

Could you please specify when the bonus was added to your account? Was it when you have deposited funds in to your account or during the game with your real money deposit?

I don't know when they added it. I was playing with real cash and I found out about it when I went to the withdraw page and saw that message (I sent you the screenshot of this). Later when I won big my withdraw page was locked so I contacted support and there they screwed me over by saying "you can only withdraw 150€" wile I have a balance over 14k..

Thank you very much Bm for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much!

Let's hope it will be resolved but assuming on their reputation i afraid it would be a tough one...

Hello bm.

Do you still have access to your game history? You should be able to see when the bonus was activated and all the history of your account. If you can download it and send it to me, it would be amazing (matej@casino.guru), and I will try to find out what happened.

Hi,

There is still game history but it doesn't show details only the game and the bet/win amount not if it is bonus or cash balance. They have also blocked payment methodes now and from inside info i know they are now not focusing on mrjamescasino.com anymore (probably will be closed down soon due to all bad exposure) and opened a new scam brand called :casinofantastik.com Under new names and even new licenses and company names but they are the same people so please also be aware of that brand!!

Please make for sure a copy of your game history. I would like to invite casino representatives into the discussion to explain what happened in this case.

Okay will check in i can download it!

Hi guys.

Yesterday I received an email from both sides basically says the same, that the other side made a mistake.

There is a super simple solution. Let's look at the player's log. Please, casino representatives, send to my email the game history, bonus history, basically everything what you think is necessary to find the truth.

Then we can compare it with proofs from bm and confirm that they are genuine. And I believe that we can find what really happened.

We received the game logs from Mr James Casino representatives.

Bm, could you please check your game log and post here screenshots from these date and time:

6/20/2020 3:53:00 PM - Medusa Megaways

6/20/2020 3:43:00 PM - Medusa Megaways

6/20/2020 10:29:00 AM - Medusa Megaways

Hi! I cannot provide you with screen shots of these times:

6/20/2020 3:53:00 PM - Medusa Megaways

6/20/2020 3:43:00 PM - Medusa Megaways

as shown in the first screenshot the history of those times are missing in my history for some reason.

I do have a screen shot of 6/20/2020 10:29:00 AM - Medusa Megaways

In the mean time they still have blocked the function to withdraw for me and other actions towards them have been taken. They now own me 17.000,00€ And i would strongly suggest to them to get things moving now and start paying me the money before it is to late. Because soon we will come the point of no return back to a ''friendly'' dispute to solve the problems. 17k € is allot of money and people are willing to go extremely far to get their money.

I see that there is a time zone difference in the game log from the casino and on your game log from your screenshot.

On your second screenshot from 10:29 please scroll down a bit you should be able to find a bet with ID 18235630389. time is 10:28 

The correct time in your game log:

6/20/2020 4:53:00 PM - Medusa Megaways

6/20/2020 4:43:00 PM - Medusa Megaways

6/20/2020 11:29:00 AM - Medusa Megaways

Please find these as well.

Thank you.

Thank you, now we know that the game log from the casino is genuine.

Now the most important screenshot.

6/11/2020 6:17:00 AM

This is the date where the casino credited you a bonus of €50 with max cash out 3x the bonus (€150)

Before that bonus, you didn't have any balance in the account.

Thanks

That still doesn't make it genuine, who says that the game logs are not manipulated by them? I mean look a bit online and you see everywhere that these guys are the biggest fraud in the igaming industry. The sabotage and manipulate.

Next to this please explain me why there is still 50€ untouched bonus in the account and the rest is cash money? That means the bonus is never been played in general so don't make decisions on manipulated logs. The evidence is clear enough and they need to pay my winnings.

If not, they will regret that they screwed the wrong person. That is the last thing I will say to them. They better can pay fast.

Next to all this if I log in to my account the that part of the gaming logs are not there. A big part between the 10/06 and 11/06 is deleted including the time frame you talk about. How strange right?

I also noticed that they removed my balance of 17,000€ from my account now..

They might not know it but I have all their locations GPS tracked (silent tracking links got to love technology). So I know where these criminals are hiding. This will be soon also public.

Hello Bm.

I am sorry, but from all information what we have, we believe that the casino has the right to cancel your winnings.

I understand that you cannot be sure that the casino doesn't manipulate the log or other proofs, but we didn't find anything suspicious. I would recommend you to contact the licensing authority: complaints@curacao-egaming.com or through the validator form.

In case you decide to contact the licensing authority, let us know, and we will wait on their response. Otherwise, I am afraid we have no other option, and we close this complaint as unjustified.

Hello,

I have provided multiple evidences that they own me this money. Multiple screenshots where it is literally saying how much cash balance I have and that the 50€ bonus that I never asked for or accepted is still in the account and in used.

It it very clear now on which side you stand and therefore shows that you guys are just simply there to receive affiliate commissions instead of helping the customer. You are even back in up the most trashy and fraudulent casino which in the past used pirated games from netent and other game providers and which company is blacklisted everywhere due to the fact they full time scam customers and beeing a big fraud.. This will not look very good for casino guru's trust and reliability in the sector. It's a bit like ditching your own grave now.

Curaçao is also contacted but so far contacting trough the normal ways they do not respond.

As it takes so long not to get my €17k I'm going to take steps to another level including involving personal contacts in the igaming to get my money. This was not something I wanted to do but I feel forced to do this now. I also work close with you casino guru but this partnership will beeing concidered to be over if you choose to decide to support fraudulent companies such as Mr james casino.

And a note to them. I will not stop until my money is payed to me wich is over €17.000,00 euro (in the mean time they even take it out of my account).

Also I want to point out that this company is now trying to blackmail me and I have loads of chat transcript where it shows their behavior.

Be aware that I will make sure that I will go as far as needed to get my money and if this means I need to break any (privacy) laws, I will do that. If I need to source the action out to other parties to get my money I will do this to.

They tried to screw the wrong person and they will notice that soon enough. They wanted a war, I tried to be nice until now but beeing nice doesn't help so they will get the war they asking for.

I am sorry, Bm for the negative answer.

I can say that I didn't receive from you any email and all that you post here is seven screenshots (5 of them I asked you for).

From the casino, we received the explanation what happened + your game logs. We made some checks, and this game log looks OK (but you said it might be altered somehow) If you check this log carefully, the first record started with 50 bonus - 6/11/2020. Since then there was no withdrawal but multiple violations of max bet rule - also on your screenshots.

All numbers fit. There is no glitch or missing money in your game log.

End now imagine that you are in our position:

So on one side, you have angry player whos big argument is that he had €17000 on his account and the system says too that he had bonus only 50 and on the other side game log, and this log is clear + explanation which makes sense also.

As I told you only based on your weak evidence, we cannot punish the casino. As an alternative, I offered you to submit the complaint to Curacao eGaming, where they have much better options on how to discover the truth.

I may decide only based on evidence what I have, and I don't have much evidence in this case.

BTW: If our ruling proved something, that would be our neutrality. Do you think we are covering a casino which has a 0.7 rating from our website? What would be the reason? We are not promoting this casino anyhow more likely the opposite. But you didn't give us any solid proofs and casino did. 

If you do not believe this initial 50 was a bonus then publish here a screenshot from the deposit made that day - that would be a solid proof - but without it, I am sorry, but we can't help you.

Here you go:

Here you can see that the funds before I had the big win (you have all game logs so you can look it back right) were won with cash balance and that the 50€ bonus they randomly dropped in the account was not even touched.

Then here you can see that their customer support is literally suggesting to commit suicide

Here you can see that they suddenly blocked my account for doing banking stuff

Here you can see another block from them

I have also numerous other chat transcripts where they try to intimidate me saying '''we now where you live'' following an address and that they have all details of me and can do with it what they want (possible criminal offences under my name as they have the kyc etc of me).

Like I said you guys standing on their side will make you an enemy of me as well.This will have consequences of all our work related partnerships with you as i do not like to partner up and have our brand attached with companies supporting scams and that not make a clear statement against these fraudulent activities.

Like i mentioned previously i did not want to involve business in this private matter but i am forced now to do this. If you trust a company that lies, manipulate, threats customers, use stolen gaming software, sabotage and cover up evidence in cases like this more than your own business partners that know exactly how the game works then i know enough.

You trusting their logs while in the mean time they blocked everything for me and hand you over logs that are easily to be changed manually and considering the behavior of that company in the past you most likely cannot trust their ''evidence'' but you still trust that more then a fair and honest customers who provides you with screenhots of how that casino scams people then i know i should be as a customer but also as a business partner be far away from you and protect other brands to also not work with casino guru anymore as casino guru can effect their trustworthy of their casino as they partner up with scams. We do not want to be affiliated to any company that can have negative influence on our brand and i'm sure allot of other brands does not want that either.

Ok, so you had doubts about the game log from the casino.

So tell me how I can accept your screenshot as evidence? First of all, from which date is this screenshot?  

Bonus history from your account and deposits history would be a beneficial proof, but I am sorry, screenshot without visible time, where you had €1877 balance and €50 bonus, I am afraid is not a proof.

As I said from your side, I am missing the crucial proofs. I already suggested you contact Curacao eGaming License Authority. From what I saw, I believe it was likely as casino told us - at least their proofs are suggesting it and better proof I don't have. 

I would like to help you, but without any other proofs from your side, it would be very hard.

You have the gaming logs right, and you trust them so there you can see what time and date I had the balance of that screenshot of 1877€ next to that that is a screenshot not a file that can be edited. That screenshot also littarly says that the bonus is not been used and the funds are cash. If you look back in those logs you will see that I won 13k with these cash funds. That's more than enough evidence that proofs it has been won with cash and that the bonus that I never accepted and they randomly dropped in my account were not touched at all and therefore their ridiculous rule of 3x the bonus cannot apply to my winnings.

Another big mistake of the casino is star they do not have these terms and conditions available on the mobile website from where I signed up my accoung so these terms in general cannot apply to my account as they were not available to me wile signing up and therefore also never have been accepted be me as an player..

To help you a bit I can give you date and time of the screenshot and this was on the 11th of June at 02:14 pm.

You can check this in the gaming logs that you have received from them which you trust to the fullest.

Regarding curaçao I already contacted them trough the customer way but did not have any response from them yet. But I will bother them trough my business contact with them if needed.

I will also contact jozef, Peter m or Katrina to discuss our partnership with you on a business perspective as I mentioned before that we do not want te be related to an affiliate that partners up with casino frauds to screw over customers while they claim to be there for the customers instead of protecting the dogy casino's.

First of all, I never said that you are wrong or that casino is right - but based on proofs I believe more the version from the casino.

Second: You have a super simple way how to prove that you are correct, send me your bonus history and deposit history. From this, we will know the truth on 100%.

You can do it, you have access to your account and obviously to your bank too. If I would be on your place that would be first what I post. But if you are avoiding to post the crucial evidence, you are only increasing my suspicion.

As I mentioned this casino does not have this option for me, there is no section where you can see your bonuses. they probably do this so they can cover up these scams towards customers.

I do have deposit history but that is only showing the amounts no bonuses or what so ever.

What I also found out now is dat they suddenly added their bonus terms on the mobile version now that I have pointed it out on multiple platforms already that they were not available on the mobile website and therefore cannot apply to customers signed up from there. It says enough that they suddenly added this now and can be seen as an acknowledgement from their side that they were wrong with that and now sneaky added it. However I have also screenshot of that proving they were not available so this also say enough that they cannot even put these terms on me and need to pay me my €17,000,00!

Hello bm.

I have checked all your evidence once again, and I believe that the screenshot where is written that €50 that were given to you as a bonus, will be removed... you saw it because the bonus is sticky - which confirms the logs and everything that casino wrote. STICKY = Before you withdraw the winnings the bonus the initial bonus amount is deducted. 

In your deposit screenshots, there is none deposit of €50, which confirms that we are all the time talking about the bonus.

Technically it works like this - first they deduct the initial bonus amount and when the withdrawal is processed another limitation applied (in this case 3x max win)

The missing bonus terms in mobile version: 

This is the point where we are on your side. However, we are talking about the free bonus, so We do not believe that because of that you should get the winnings. More likely, this could be considered as a website error from their side - which could happen, and they already fixed it. In the case of deposit bonus and clearly misleading information, the situation would be different, of course. Here we are talking about the free bonus. This free bonus term is obvious, and I don't know about free bonuses with unlimited winnings, do you?

It's a play of words what you are doing here,

I know what sticky means and this is no where mentioned on their terms or website, nevertheless they have added a bonus in my account without me accepting it. So in that case they should remove the 50 as I won my money with cash money. I have made deposits and was playing with the funds I later collected by saving bonuses. Then they added apperantly a bonus in my account which I never knew or accepted. So only based on that they cannot apply those bonus terms to me and they should be paying my winnings (hard lesson for them in this case). 17k is what they now also removed from my player account while this was cash balance and what they also never can do. They should have keeping that balance on my account until this case is solved. Especially concidering that it is a cash balance.

Further than that like mentioned before their terms were not available on the mobile version. They have now noticed that mistake and sneaky added it now on the mobile website, probably to try to cover up their mistake so they can say that I'm lying about this or what so ever. (never trust these kind of nasty pigs). These kind of actions all together say enough. They need to pay me the 17k or for half of the price I will hire some people to come and get it from the ceo personally (all is details are already known by me and I have by coincide people living very close to him). The people from Mr james casino can better be paying the money before things will walk out of hand as I will never back down and will fight till the money is received. If they are smart they pay it because the consequences of not paying me the 17k they own me will be of a much higher price!

I also will not be the formal and decent person which I was before as my patience is gone.

First of all, I would like to mention that we have a zero-tolerance against threatening. So please choose your words more carefully.

Let's look one more time on what we know:

a) (game log)

From your game log which we already check and it looks genuine we discovered that:

6/11/2020 6:17:00 AM was approved a €50 bonus - before your account has €0 balance.

6/11/2020 11:55:00 AM you started to play game Clash of Gods, and in five-round, you hit a big win, and your balance becomes more than €2000.

Since then, you never reach zero or deposit money. (from the game log)

b) (deposits)

You never made a deposit of €50 which indicates that it was a bonus.

c) (sticky bonus rule)

https://www.mrjamescasino.com/bonus-terms-conditions/?lang=en

General Bonus Terms and Conditions (applicable to all bonuses)

Bonus money is virtual money that cannot be withdrawn.

On the other hand, you are telling:

a) that game log may be altered by the casino.

b) that you played 100% real cash, but can't prove this anyhow.

c) casino just randomly gave you the bonus on the top of your winnings from real money. (but again you can't prove it, and the game log showed nothing like this)

We check the game log, and I believe it is genuine and indicates that you played with a bonus. I explained why you saw the message that €50 would be deducted.

I explained to you why doesn't matter much that bonus rules were not available for a mobile version at that time. (but in this part we are on your side)

Still, it is like you come to the supermarket and try a free sample of cheese, and because the free sample is not tasting good, you are demanding to get a whole cheese for free.

I am very sorry, but I believe that in this case, the casino has the right, and your winnings should be voided.

(also multiple rules of bonus play were breached)

Because you didn't bring anything new into the case and your doubts and arguing not lead us anywhere, we decided to reject your complaint.

If you disagree with our decision, I strongly recommend you to contact the Curacao Gaming Authority before you do any other actions.