Saga Kingdom Casino - Player is questioning the promotional offer's rules.

Hello!

First to give a better understanding, why I did decide to do a complaint.

Folkeriket with comeon and mobilebet had a campaign called "Evolution 500.000". This campaign said that: every time you bet at least NOK 250 on qualifying games in the live casino, you get a share of the prize pool. This campaign was seperated into two round, so the total amount in the prize pool was 1 million NOK. The maximum amount of pieces was regulated to 200 pieces each day.

The first round was between 1st - 14th of december, and the money should be given to the players within 20th of december.

The second round was 15-31th december, and the money will be given to the players within 5th of January.

With that said, I played for 67.581 NOK on qualifying games that gave me 270 shares of the prize pool.

Second round I did play for 304.826 NOk wich should be 1277 share.

Now over to the problem:

I did get in touch with the support team, and waited for reply. They then told me that I should get 250 NOK for my participation in round one. I then asked the loyalty team, because I did get a feeling that this was a wrong amount. The 250 NOK, did i never recieve either

The respond from loyalty team was that in this case it was 80 NOK per share, and since I only had played for 112 Euros, I only should get one share of the prize pot (80NOK). This 80 NOK did i never recieve either.

To understand from here, that they haven't a clue what to do, is for each 25 Euros you play for, it is one piece. How can 112 euros then only be one piece?

I then got the message about this was a campaign with raffle and it was not shared pot.

With then giving them proof of my playing historic, with what the actually campaign said. The respond I got was that the case was closed.

Following the case and the terms for the casino, you can give a complaint to the casino, and §1.4 state that the casino have seven working days to give a respond.

With the formal complaint sent to the casino, I have still not recieved any respond (16.01) and it have now gone over the deadilne for respond.

In the terms of the campaign, they say: "Folkeriket reserves the right not to pay out a prize where the winnings are due to an obvious error or technical error (including incorrect payouts of games)"

At my playing historic says, i haven't done anything wrong, and played fairly. I can't either see that as a "obvious error", both since casinos often have campaign like that, and even when the state of text is in bold text (both in the terms and front page).

With all of the mails between me and loyalty/support they changed the whole campaign on 05.01.2023. This is long after the campaign was done, and i see that as fraud to not be able to give back to the players who have been participated in this campaign.

With all that being said and everything: I did get 1547 share pieces in this campaign, and as the E-mail from them said that each piece is worth 80 NOK, i see this as 123.760 NOK missing.

With all proof of them changing the campaign after the ending, what they have said, and what the actual campaign said in the time of the campaign, I see this as a SCAM, and hope that Casino.Guru can help me get what i have played for.

If you need some more proof or better explanation, I will give it.

Thanks

Truls

Dear TheGambler,

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. Is the tournament over already? Were the winners announced? In which currency is your casino account held, please?

In order to proceed with this case, we will need your entire game history. Please forward it to petronela.k@casino.guru.

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

Hello.

The first part of the tournament ended 14th December, with prizes been given within 20th of December.

The second part ended 31th December with prizes been given within 5th of January.

Already 16th of January I requested my share of the part one. And haven't got anything.

Through the casino campaign rules, this was a shared prize campaign, but they did have the announcements through a raffle. Sadly the raffle isn't telling anything about who actually won. And this campaign is not a raffle tournament, but a shared prize for every participation.

https://www.youtube.com/watch?v=WDZRekdL71U

my account is with the Norwegian currency (Norske Kroner).

My game history will be around 40-50 pictures, but I took a video of my whole history who was 4.30 minutes long.

Is there some way I can send it to you, since Gmail have a maximum 25mb each file.

[Edited]

I have now made a video of my history. Here is the link (can you please anonymous the link?)

https://youtu.be/Uo*******QA

Thank you, TheGambler, for your reply. Please understand that it is very difficult to pull any data from a game history that is recorded on video.

Is the tournament over already? Were the winners announced?

Dear petronela.

I have twice now already answered that..

The first part on the tournament ended 14th January

The second part ended 1st January..

The prizes should been given 20th December and 5th January..

The winners did only get published private through a video on YouTube, you need to have the link to see. BUT IN A RAFFLE!

The whole campaign was not a raffle but they decided to do a raffle.

I will take screenshot today, but its going to be around 50 of those..

Hello again.

Have you forgotten me ?

Dear TheGambler,

As I mentioned earlier, I will need your game history in a format that I can easily extract the data. Excel would be ideal. Please understand that we do not have the resources to go through 50 screenshots and count the entries. Please try requesting your game history from the casino directly in Excel format and forward it to me. Thank you.

With your respond time on 6 days, I have been waiting a long time for that answer.

How is it easier for you, if I put 101 screenshots in a excel format?

Been trying to request the game history from my casino, but the game log there is total wrong from what I have actually played.

In their game log, it's saying that I have played on the game deal or no deal, when I actually have been playing on instant roulette.

Been in touch with evolution aswell to get them to send the game log, but they won't send it to me

Evolution Gaming is telling me to contact Folkeriket

Folkeriket Game history is totally wrong comparing to what i have been playing and even told me that earlier that they cant fix it.

Give me a method with all that 101 pictures, and how i can give it to you on a better way than, putting everything into a excel format.. I used 90 minutes to take all the screenshots, i used an hour to make the dropbox.

If im going to make a excel, i will probably use six-seven hours..

There are a log with over 1000 game rounds.

I have now sent zipped files with only numbers from the days I have been playing. I have already send total information about how much I shall have,

Thank you very much, TheGambler, for your reply. I see that downloading the game history is not an option in this case. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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.  

Hello TheGambler,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Folkeriket Casino to join the conversation and participate in the resolution of this complaint.

Dear Folkeriket Casino,

Can you please provide further information regarding the mechanics of this tournament, how the prizes are shared and how much should have been played to earn one share?

Kind regards,

Adam

I have been waiting for some answers since 16th of December. Don't know they will answer here either..

I see that the headline says I'm questioning the campaign, but that's not true.. I'm fully aware of the rules, and folkeriket haven't followed them

Dear TheGambler,

Our Compliance Team is handling this case and you should receive an update as soon as possible.

Thank you for your cooperation and patience.

Best regards,

Folkeriket Casino Team

Thank you for your response, Folkeriket Casino Team.

We will wait for further information.

Kind regards,

Adam

Dear folkeriket.

I did inform you about this 16th of December..

I send a complaint 4th of January to you..

On your t&c it is stated that you have 7 working days to give me an answer..

I honestly don't know what you guys are doing, but I do believe 7 working days is long time ago.

I also did send you a mail and asked for why my point to the shop can't be used. I have wagered around 600.000 NOK to get my points..

Dear TheGambler,

Can you please provide an update on the situation?

Has the casino made further contact with you?

Kind regards,

Adam

I got a mail there folkeriket is telling me that its my fault, since I kept playing on the campaign.. even when they didn't change the campaign before 04.01.2023 (when it was finished).

They are also saying that I should have known that this promotion is wrong, since giving out 500.000 NOK (50.000 euros) in 15 days is an obvious mistake. For me this isn't an obvious mistake, since a lot of casinos are giving out that, and even more to the players.

From the response I got, I feel like they are just saying that the promotion was false.. And I decided myself to play on it..

For me it's complete wrong since I got multiple times answer from them, where they said the campaign is good.. even when I asked early December, they said this one is going normal..

If it had been some wrong with the promotion, why wait one month to change it, and after the deadline of the promotion?

Have in mind that folkeriket is the same as comeon, but only for Norwegian player. This is when you're going to look at their reputation.

Hello TheGambler,

Thank you for the update. I have had no further response from the casino, so I will attempt to contact them one more time in the hope that we can resolve this issue.

We would like to ask Folkeriket Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Thank you for fast respond.

I did send you the mail I got to you on mail.

I see that since they didn't change the promotion until the promotion ended, I have all the rights in this case.

Can I hear what you think about my case?

Hello TheGambler,

Thank you for the email. Unfortunately, it is hard for me to comment on your case without more information from the casino.

Hopefully they will respond and we can investigate further.

Kind regards,

Adam

Hello TheGambler,

Thank you for your patience and cooperation. You have received a response regarding the settlement of this complaint.

Kind regards,

Folkeriket Casino Team

Im fully aware of that, and have sent the e-Mail to Adam (casino.guru).

in the Mail You attacked me and said it was my fault, but its folkeriket who had a false campaign..

Dear TheGambler,

I have asked the casino to provide more information and your game logs, but they have expressed that they do not wish to escalate the case and that the resolution provided to you via email stands.

Without sufficient information from the casino, we are unable to continue investigating this situation, and so the complaint will be closed as 'unresolved'. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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.

In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1), and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the MaltaGaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know how the ADR responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam