The player from Germany had his winnings cancelled due to violation of an unfair rule. The player was offered a partial compensation and in order to get paid at least something, he accepted the offer.
Reeltastic Casino - Player's winnings have been voided.
Black points: 40
Amount: €700
Reeltastic Casino
Safety Index:Very lowSafety Index
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RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Good day,
I just saw that my account balance is only 50 euros.
My payment of 400 euros has also disappeared.
Can you give me more information about why this is the case?
A few days ago you wrote me an email that I had violated your terms and conditions.
This is not the case because I only bought free spins with a maximum wagering limit of 40 cents.
Therefore it is wrong that I violated the 30% max bet of the deposit made.
You wrote to me in the email if I am still active in your casino to ignore it. Although their reason is not in order.
I am very satisfied with you so far and I hope that you can resolve this problem quickly.
I would like to file non-official complaints via askgamblers or casinoguru.
Please ensure that my credit is transferred back and that my payout is properly accepted and processed.
Thanks,
Marcel Bahlau
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2 years ago
Dear Marcel,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your winnings (here)?
"Betting Rules
...
10.3. Placing total bets equal to or greater than 30% of the value of the deposit currently in play is prohibited. Acquiring an in-game Buy Feature to trigger free spins for a buy-in cost equal to or over the 30% max bet limit is considered as irregular play.
10.4. When a player receives a bonus, a cashback or redeemed the Comp Points, a maximum bet limit applies. This bet limit shall not be equal or exceeding 30% of the value of the bonus or cashback or Comp Points currently in play. If multiple bonuses are in play, the limit will be calculated against the smallest bonus. This limit also includes acquiring or purchasing an in-game bonus feature."
Could you please confirm that you haven’t activated any bonus when depositing funds into your account and advise how much was your last deposit?
Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Good day,
exactly I played with no bonus whatsoever.
I deposited more than $ 200 and my last deposit was $ 50.
Now you have canceled my winnings and I only have 50 euros left in my account.
Exactly this rule 10.3 they applied to me.
Please help me.
if I understand this rule correctly, the entire "commitment" is decisive for 10.3.
In other words, the stake in "free play purchase" is also 20 cents at 20 euros and 40 cents at 40 euros. I hope you can follow me.
Thanks,
Marcel
Edited
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2 years ago
Thank you very much, Marcel, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.
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2 years ago
Translation
Thanks for the quick answer and the effort so far.
Marcel
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2 years ago
Hi Marcel,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Reeltastic Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
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Thank you very much, I hope for a positive result 🙂
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2 years ago
Dear All,
Thank you for contacting us.
We understand that Bahlau has made a complaint regarding the decision made by the Casino and Bahlau's voided winnings owing to irregular play.
Please be aware that the Casino expects all potential players to read all the terms and conditions. Bahlau's winnings were voided for breaking the 30% Rule.
https://www.reeltastic.com/general-terms-conditions/?lang=en
"Betting Rules
10.1. The casino expects you to follow the rules of each game while playing at the casino. We reserve the right to withhold any withdrawals and/or confiscate the winnings and bonuses for violation of the Betting Rules.
10.2. If a player attempts to gain an unfair advantage over the casino by using gaming strategies such as ‘Martingale, double-up, one number betting, ’ and it is reasonably evident, then the casino will take action including the confiscation of winnings and bonuses.
10.3. Placing total bets equal to or greater than 30% of the value of the deposit currently in play is prohibited. Acquiring an in-game Buy Feature to trigger free spins for a buy-in cost equal to or over the 30% max bet limit is considered as irregular play."
In Bahlau’s case, the deposit in play is deposit ID 2586769 of 50 Euros. Therefore, according to the Terms and Conditions of the Casino you are unable to bet more than or equal to 15 Euros.
According to Bahlau's game-play, he made about 100 over-bets that were ranging between 20 Euros and 40 Euros on the games: "Treasure Wild™" and "Sweet Bonanza"- this is the reason why Bahlau's winnings were voided.
Please be aware that we consider "over-betting" to be a breach of the service we provide and an effort to treat us unjustly. If a player tries to do so, the winnings will be confiscated. Of course, Bahlau may argue that he was misinformed and meant no harm. We are always cautious to return to the balance the deposit from whence the confiscated wins were accrued to the balance, therefore Bahlau's investment of 50 euro has been returned to his balance.
The Casino understands Bahlau’s frustration, but all players have had the opportunity to check the terms and conditions to ensure that it fits their gameplay before signing up at the casino.
We hope this clarifies your concerns, should you have any further questions don’t hesitate to contact us.
Regards,
Reeltastic Casino
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2 years ago
Translation
Why are only my winnings being canceled, and you seem to be keeping my losses in which I have violated the terms and conditions in your opinion?
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2 years ago
Dear Bahlau,
Thanks for your reply.
As stated in our previous response, we understand your frustrations, however, all players have had the option to examine the terms and conditions to verify that it meets their gaming before joining up at the casino.
Please keep in mind that your deposit of 50 Euro has not been voided and it is available on your account. You may choose to keep playing with it, this time following the T&C in order to have a successful withdrawal, alternatively, you may choose to request a refund of your last deposit.
Regards,
Reeltastic Casino
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2 years ago
Translation
1.
they speak of the bet limit themselves.
"The acquisition of an in-game buy function to trigger free spins for buy-in costs of at least 30% of the maximum wagering limit is considered irregular play."
the stake at buy in costs was also 20 cents or 40 cents.
therefore, according to their terms and conditions, I did not do anything wrong.
Furthermore, I made deposits worth more than 200 euros, in which, according to you, I should have played against your rules, why don't I get this money back either?
and only the 50 euros when I won for once?
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2 years ago
Hello Bahlau,
Thank you for your response,
Please be advised that it is the sole responsibility of the player to play in accordance with the Casino’s Terms and Conditions.
The casino cannot be held responsible for the deposits you have lost during your time playing with us.
We have explained in our initial reply that you have violated the maximum betting rules up to 100 times where you have made bets that are ranging from 20 to 40 euros.
Below please find several examples of the irregular bets placed on 28-Nov-2021:
time - game_name - bet - win
2021/11/28 23:16:50 - Sweet Bonanza - 20 - 222.2
2021/11/28 23:15:07 - Sweet Bonanza - 20 - 1
2021/11/28 23:14:44 - Sweet Bonanza - 20 - 20.62
time - game_name - bet - win -
2021/11/29 13:51:49 - Sweet Bonanza - 40 - 337.98
2021/11/29 13:49:46 - Sweet Bonanza - 40 - 17.42
2021/11/29 13:48:59 - Sweet Bonanza - 40 - 30.64
time - game_name - bet - win
2021/12/01 08:13:37 - Treasure Wild™ - 30 - 42.65
2021/12/01 08:12:33 - Treasure Wild™ - 26 - 159.74
2021/12/01 08:11:21 - Treasure Wild™ - 30 - 58.6
The game history is available on your side as well in case you wish to review your gameplay.
For your information, the casino is under no obligation to refund any deposit that has been depleted through the course of your game-play. Your last deposit of 50 Euros is the only deposit that has not been lost and from which is reimbursed.
We hope it's all clear.
Regards,
Reeltastic Casino
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2 years ago
Translation
You do not understand what I am referring to, can that be?
Below are some examples of irregular bets placed on November 28, 2021:
Time - game name - bet - win
11/28/2021 11:16:50 PM - Sweet Bonanza - 20 - 222.2
11/28/2021 11:15:07 p.m. - Sweet Bonanza - 20 - 1
11/28/2021 11:14:44 PM - Sweet Bonanza - 20-20.62
Time - game name - bet - win -
11/29/2021 1:51:49 PM - Sweet Bonanza - 40 - 337.98
11/29/2021 1:49:46 PM - Sweet Bonanza - 40 - 17:42
11/29/2021 1:48:59 PM - Sweet Bonanza - 40 - 30.64
Time - game name - bet - win
12/01/2021 8:13:37 AM - Treasure Wild ™ - 30 - 42.65
12/01/2021 8:12:33 AM - Treasure Wild ™ - 26 - 159.74
12/01/2021 8:11:21 AM - Treasure Wild ™ - 30 - 58.6
->
what they call the total bet is not the maximum bet.
the stake related to the bets is 0.20 cents 0.26 etc.
For example, I buy free spins worth 20 euros with a stake value of 20 cents!
so the max bet is 20 cents on this bet.
and in your general terms and conditions you speak of the "value of the investment".
Unless this rule is unfair.
I hope you react to what I'm trying to explain to you.
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2 years ago
Hi all,
Thank you for your replies.
Dear Reeltastic Casino team,
We understand that your decision is in accordance with the casino's T&Cs. However, we consider the rule itself (max bet for real money play) to be unfair and predatory. The players playing with their own real money shouldn't be limited this way and therefore the player should get paid in full. The casino may have its standards, but the whole industry is evolving, and so do the rules. You won't find such a rule in the top casinos.
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2 years ago
Dear All,
Thank you for your comments.
It's imperative to understand, the maximum betting rule on Reeltastic casino is explicitly advertised in the casino's Terms & Conditions. Moreover, our live-chat support is always available to assist the players should they have any questions regarding the betting rules.
While we respect your opinion, we believe that the judgment about the fairness of the maximum bet rule, or any rule for that matter is rather subjective and unfair without accounting for other factors like the Casino Bonuses, Games, Player Support Structure, etc.
While you might prefer to play with no maximum betting limit, another player can see higher cashback, better collection of games, ability to play bonus on certain games and etc. with the maximum bet a fair trade-off.
In conclusion, in this case, the casino acted with respect to the agreed terms and voided the winnings.
Furthermore, The casino is always careful to return to the balance the deposit from which the confiscated winnings were accrued.
Having said that, the casino management is ready to offer 200 Euros as a goodwill gesture in order to resolve the complaint.
Please let us know your feedback @Bahlau.
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2 years ago
Translation
Okay, I'm fine with that.
I am at least happy about a concession, if this had been communicated earlier via customer service, the complaint could have been avoided.
Thanks, as soon as I have received the money I will confirm the complaint has been resolved.
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2 years ago
Hi all, thank you for your replies.
Dear Marcel,
Even though you should get paid in full, this seems to be the only way to get at least a part of your winnings. I recommend choosing a different casino based on reviews for future play. If you want me to mark the complaint "resolved", it will be done. Let me know when you receive the funds (peter.m@casino.guru). Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues in the future.
Best regards,
Peter
