The player from Canada had complained about the game design of 9 Pots of Gold where Max Bet was located beside re-spin, leading to an unanticipated bet of $720. Consequently, the casino had confiscated the player's balance due to terms of service. He had expressed frustration over the lack of software that blocked bet size in accordance with the casino's terms of service. However, we had explained that the maximum bet rule was an industry standard and we did not penalize casinos for having it. Despite his dissatisfaction, the complaint was rejected due to adherence to industry standards.
SpinAway Casino Ontario - Player’s balance was confiscated after an unexpected max bet breach.
Amount: Can$720
SpinAway Casino Ontario
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
Public
Public
6 months ago
On 9 pots of gold PC version, MAX bet is beside re-spin. During bonus, a bet size over their ToS limit is not blocked. I looked away while my hand twitched and it span $720 out of nowhere before I even noticed the bet size changed..
Regardless of winning or losing, my balance was confiscated and unfairly lost $720. Both poor game design and poor software preventing your bet size to Max bet $240 from my $1 spins and then confiscates the rounds.
Public
Public
6 months ago
Dear kqphone,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:
30.3 The maximum wager when a Bonus is pending, or actively being turned over is CA$5 or currency equivalent. This includes Bonus Buy features, where the total cost of the purchase is applicable. You may lose your winnings if you do not follow this rule.
Our position is closely explained in Fair Gambling Codex. The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is veronika.l@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards
Veronika
Public
Public
6 months ago
Hey Veronika,
I find it really frustrating that the site doesnt have any software that blocks your bet size that matches their ToS. The "Max Bet" button is 1px away from the rebet button on PC 9 Pots of Gold slot. I've accidentally hit it on other casinos too and they've had software to warn me.
Their max bet size is also ridiculous. 1 Misclick costs you $240. In this case, costed me $240x3.
After asking support, whether I would have won or lost, the money was lost which was the most frustrating part.
They're lazy with their software and limitations and I could see lots of people falling for a ToS breach.
Public
Public
6 months ago
I understand your frustration. However, as I mentioned before, the maximum bet is an industry standard and we do not penalize the casinos for having it.
Due to this reason, the complaint will now be rejected. 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.
Kind regards
Veronika
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