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May 16

Complaint Report for 2014

Posted by THEPOGG in Blog.

As part of our efforts to become compliant with new UKGC legislation regarding Alternative Dispute Resolution (ADR) services (we’re not yet accredited) it is incumbent upon us to produce an annual report summarising the activity of our mediation services.

Below we’ve included a complete summary of all complaints closed during 2014.

Some notes on the below tables;

1) The ruling listed in the table does not always match-up with the ruling given in the complaint. This is a by-product of the complaint system. For instance, where halfway through management of a complaint a player becomes non-communicative, it is technically impossible to confirm that the complaint has been resolved. As such an ‘Unresolved’ status would be the logical conclusion. This however would result in negative or ambiguous reports being issued against casinos that may well have done everything that they can to engage with the process. For this reason the complaint report is likely to be marked ‘Found for the Casino’ or ‘Resolved’ while the listing in the below table would be ‘Unresolved’.

2) It would not be appropriate to claim that a ruling was made in every case. As UKGC regulations require ‘Rate of Compliance’ as a figure it was necessary to break the complaints down into those that resulted in a ruling and those that did not and then break those that resulted in a ruling down into a ‘Compliant’ and ‘Non-Compliant’ groupings.

3) Discontinued Complaints would be complaints where either the complainant or the operator failed to engage with the mediation process after an extended time (not including any complaints where there was a resolution between the two parties while we were awaiting a response), those where an operator failed to provide support evidence to validate claims of multi-accounting, those where players failed to comply with security verification procedures, those where the player failed to provide us with enough information to reasonably investigate the issue and those that were Declined by this site.

4) Several complaints potentially could fall into several categories. For instances Multi-Accounting issues almost always also involve bonuses or a Bonus Complaint may also involve Payment Delays. In these situations we have tried to select the most relevant category for listing purposes.

5) Breakdown in Communications is a broad bracket. It can refer to complaints that have resulted from a basic breakdown in communication between the player and the operator (misunderstandings) or it can refer to those complaints where either the player or operator has stopped participating in the mediation process.

Total Complaints Managed159
Bonus Complaint37
Multi-Accounting28
Payment Delays33
Verification Issues19
Breakdown in Communication30
Retro-active term enforcement6
Software Issue2
Number of Complaints Declined4
Discontinued Complaints23% (36/159)
Average Length38 days
Rate of Compliance with Ruling67% (42/62)
Funds Recovered$162844
Average Funds Recovered per Complaint$1024
ResolvedOperatorLengthFunds Recovered as a result of ComplaintRuling GivenCompliant with rulingNotes
http://thepogg.com/complaint/african-palace-delayed-withdrawal/African Palace75 days$1500YY
http://thepogg.com/complaint/all-british-allowed-play-despite-restrictions/All British44 days$87YYPlayer unhappy with resolution but fair to the mind of ThePOGG.com
http://thepogg.com/complaint/bet-busy-cannot-enter-my-account/BetBusy54 days$0NCasino closed and shifted balance to an alternative venue without notifying players
http://thepogg.com/complaint/betsking-relying-on-terms-added-afterwards-to-void-winnings/BetsKing47 days$9005YY
http://thepogg.com/complaint/big-bang-refused-winnings/Big Bang22 days$4336YY
http://thepogg.com/complaint/black-diamond-paying-in-installments/Black Diamond52 days$0NCasino failed to respond - issue resolved without our intervention
http://thepogg.com/complaint/bulldog-777-withdraw-taken-so-long/Bulldog7777 days$497YY
http://thepogg.com/complaint/buldog777-slow-payment/Bulldog77713 days$796YY
http://thepogg.com/complaint/casino-fiz-delayed-payment-and-no-clear-information/Casino Fiz15 days$100YY
http://thepogg.com/complaint/casino-luck-no-responce-to-emails-after-small-win/Casino Luck6 days$0N
http://thepogg.com/complaint/casino-splendido-non-splendido/Casino Splendido29 days$2184YYVague terms and conditions clarified
http://thepogg.com/complaint/cherry-casino-is-being-too-slow/Cherry20 days$200NPlayer paid despite breach of terms
http://thepogg.com/complaint/classy-coin-software-not-paying-out-correctly/Classy Coin15 days$698YYSoftware Malfunction
http://thepogg.com/complaint/club-gold-3000-usd-deleted/Club Gold8 days$2973YY
http://thepogg.com/complaint/crazy-luck-non-payment/Crazy Luck160 days$0YN
http://thepogg.com/complaint/da-vincis-gold-claiming-my-winnings/Da Vinci's Gold2 days$0NIssue resolved without our intervention
http://thepogg.com/complaint/deuce-club-no-payout-winnings/Deuce Club10 days$4379YY
http://thepogg.com/complaint/fairway-casino-non-payment/Fairway44 days$11418N
http://thepogg.com/complaint/funbet-video-slots-change/Funbet63 days$0N
http://thepogg.com/complaint/gala-refuse-to-pay/Gala11 days$8697N
http://thepogg.com/complaint/gala-accused-of-circumventing-an-exclusion/Gala83 days$2820YY
http://thepogg.com/complaint/genting-dispute-with-genting-vip-team/Genting6 days$1398YY
http://thepogg.com/complaint/grand-reef-2974-60-not-paid-for-8-months/Grand Reef57 days$2974YY
http://thepogg.com/complaint/grande-vegas-denied-cashout/Grande Vegas45 days$210YY
http://thepogg.com/complaint/grosvenor-50-back-on-losses-in-the-first-month/Grosvenor15 days$137YY
http://thepogg.com/complaint/igame-double-account/iGame4 days$136N
http://thepogg.com/complaint/inetbet-missing-cheque/iNetBet8 days$300YY
http://thepogg.com/complaint/inetbet-withdraw-complaint/iNetBet42 days$5800YY
http://thepogg.com/complaint/inetbet-causes-collateral-damage-during-withdraw-and-attempts-to-shut-down-mediation-as-separate-issue/iNetBet16 days$0N
http://thepogg.com/complaint/inetbet-eu-unresponsive-after-withdrawal-request/iNetBet.eu99 days$13601YY
http://thepogg.com/complaint/intercasino-wrong-wagering/Intercasino16 days$0YY
http://thepogg.com/complaint/intercasino-promotion-not-honored-and-zeroed-instead/Intercasino9 days$966YY
http://thepogg.com/complaint/jackpot-grand-wont-pay-me/Jackpot Grand84 days$1900N
http://thepogg.com/complaint/ladbrokes-non-payment/Ladbrokes23 days$14802YY
http://thepogg.com/complaint/ladbrokes-wants-a-second-set-of-notarized-documents/Ladbrokes17 days$12875N
http://thepogg.com/complaint/leo-vegas-max-rules-not-always-a-rule/Leo Vegas63 days$1683YNCasino failed to enforce terms consistently and provided "settlement" without consultation
http://thepogg.com/complaint/lucky-nugget-choose-to-enforce-maximum-withdrawal/Lucky Nugget1 day$0N
http://thepogg.com/complaint/lucky-247-casino-not-want-pay-my-win/Lucky24796 days$2804YYUndetected multi-accounting
http://thepogg.com/complaint/lucky-247-funds-confiscated-for-lowering-bet-size-despite-no-prohibitive-terms/Lucky24778 days$3519YYUndetected multi-accounting
http://thepogg.com/complaint/lucky-247-confiscated-my-winnings/Lucky24759 days$2103YYUndetected multi-accounting
http://thepogg.com/complaint/lucky247-confiscation-of-winnings/Lucky24715 days$0NIssue resolved without our intervention
http://thepogg.com/complaint/luna-casino-irregular-play/Luna66 days$0N
http://thepogg.com/complaint/mermaids-palace-withdrawal-problems/Mermaids Palace18 days$0NCasino failed to respond - issue resolved without our intervention
http://thepogg.com/complaint/mermaids-palace-withdrawal-problem/Mermaids Palace143 days$2063YY
http://thepogg.com/complaint/mermaids-palace-bad-withdrawals/Mermaids Palace23 days$318YY
http://thepogg.com/complaint/monarchs-bonus-terms-violation/Monarchs49 days$1200YY
http://thepogg.com/complaint/nogabet-non-payment/NogaBet11 days$0N
http://thepogg.com/complaint/paddy-power-closed-my-account-and-refuse-to-pay-me-4500-pounds/Paddy Power32 days$7059YY
http://thepogg.com/complaint/play2win-problem-of-refundrepayment/Play2Win7 days$448YY
http://thepogg.com/complaint/play2win-withdrawal/Play2Win17 days$232YY
http://thepogg.com/complaint/play2win-not-paying-out/Play2Win12 days$240YY
http://thepogg.com/complaint/play2win-not-responding-to-emailsawaiting-withdrawl/Play2Win15 days$192YY
http://thepogg.com/complaint/red-flush-non-payment-of-2000/Red Flush2 days$2000YY
http://thepogg.com/complaint/casino-riva-not-paid-for-6-months/Riva36 days$0NCasino failed to respond - issue resolved without our intervention
http://thepogg.com/complaint/scratchcard-heaven-making-up-the-rules-as-they-go-along/Scratchcard Heaven125 days$10035YY
http://thepogg.com/complaint/sin-city-getting-the-run-around/Sin City43 days$5580YYNo explanation given for the payment delays
http://thepogg.com/complaint/slots-and-games-payment-no/Slots and Games29 days$10304YY
http://thepogg.com/complaint/slots-inferno-not-receiving-payments/Slots Inferno22 days$1500YY
http://thepogg.com/complaint/slot-nuts-debacle/Slots Nuts77 days$0N
http://thepogg.com/complaint/slot-nuts-withdrawal-problem/Slots Nuts34 days$2875YY
http://thepogg.com/complaint/starwin-casino-unresponsive-and-not-paying/Starwin47 days$272YY
http://thepogg.com/complaint/tropicana-gold-casino-not-paying-3-weeks/Tropicana Gold26 days$118YY
http://thepogg.com/complaint/cashout-not-processed-after-1-monthslownot-responding/Tropicana Gold10 days$0NIssue resolved without our intervention
http://thepogg.com/complaint/tropicana-gold-not-respond-for-my-withdrawal-request-150/Tropicana Gold26 days$150YY
http://thepogg.com/complaint/winner-notarized-id-not-being-received/Winner37 days$0NIssue resolved without our intervention
http://thepogg.com/complaint/winbig21-refuses-to-give-me-the-promised-cashback/WinBig213 days$0N
Found for the PlayerOperatorLengthFunds Recovered as a result of ComplaintRuling GivenCompliant with rulingNotes
http://thepogg.com/complaint/18-bet-wont-pay-legal-playing/18Bet18 days$900YNCasino enforced vague terms - we returned players winning under the Deposit Guarantee
http://thepogg.com/complaint/99-slot-machines-not-being-paid/99 Slot Machines179 days$0YNNon-payment
http://thepogg.com/complaint/all-jackpots-e967-70-confiscated-because-of-irregular-play/All Jackpots25 days$0YNCasino chose to keep deposit due to breach of terms
http://thepogg.com/complaint/betway-sports-bet-not-paid/Betway23 days$0NCasino failed to respond
http://thepogg.com/complaint/bet-at-home-bonus-terms-nowhere-to-be-seen/Bet-At-Home9 days$0YNCasino failed to make the terms and conditions readily available
http://thepogg.com/complaint/bulldog-777-been-waiting-almost-a-year-now-to-receive-all-of-my-money/Bulldog77796 days$0YNNon-payment
http://thepogg.com/complaint/butlers-bingo-refusing-to-cancel-an-unused-bonus/Butlers Bingo9 days$0NCasino behaving unreasonably
http://thepogg.com/complaint/casino-las-vegas-problems-during-gameplay/Casino Las Vegas13 days$0NCasino failed to respond
http://thepogg.com/complaint/casino-plex-confiscated-my-winnings-for-unclear-reasons/Casino Plex6 days$0YNConfiscation with no breach of terms and conditions
http://thepogg.com/complaint/casumo-deemed-winnings/Casumo8 days$0YNCasino refused to discuss complaint
http://thepogg.com/complaint/circlebet-got-their-terms-wrong/Circle Bet19 days$0YNCasino applied new terms to justify seizure
http://thepogg.com/complaint/classy-coin-keno-winnings-paid-out-wrong/Classy Coin22 days$0NSoftware error
http://thepogg.com/complaint/classy-coin-withdrawal-disappeared/Classy Coin15 days$0NCasino failed to respond
http://thepogg.com/complaint/classy-coin-no-pay-no-response-to-emails/Classy Coin31 days$0NCasino failed to respond
http://thepogg.com/complaint/club-777-problems-withdrawable/Club77721 days$0NCasino failed to respond
http://thepogg.com/complaint/cyber-club-no-answer-from-casino/Cyber Club Casino16 days$0NCasino failed to respond
http://thepogg.com/complaint/europlay-withdrawal-problem/EuroPlay61 days$0NCasino failed to respond
http://thepogg.com/complaint/europlay-delayed-payment/EuroPlay40 days$0NCasino failed to respond
http://thepogg.com/complaint/gala-8k-taken-as-failed-security/Gala144 days$0NCasino failed to provide supporting evidence of multi-accounting
http://thepogg.com/complaint/gnuf-payment-made-then-revoked/GNUF19 days$0NCasino refused to discuss complaint
http://thepogg.com/complaint/grand-parker-beware-of-casino/Grand Parker15 days$0NCasino failed to respond
http://thepogg.com/complaint/grand-reef-not-paying-for-over-1-year/Grand Reef366 days$2500YNGrand Reef have made partial payment but continue to find excuses to complete the balance transfer
http://thepogg.com/complaint/inetbet-eu-no-payment-no-answer/iNetBet.eu118 days$0YNPossible multiple accounting, no evidence provided, non-relevant terms used to justify non-payment
http://thepogg.com/complaint/inetbet-eu-no-pay-no-answer/iNetBet.eu51 days$0YNPossible multiple accounting, no evidence provided, non-relevant terms used to justify non-payment
http://thepogg.com/complaint/laromere-confiscated-winnings/Laromere16 days$0NCasino failed to respond
http://thepogg.com/complaint/loco-panda-refusal-to-pay/Loco Panda24 days$0NCasino failed to respond
http://thepogg.com/complaint/lucky247-funds-confiscated/Lucky24723 days$0YNEnforcement of vague and contestable terms
http://thepogg.com/complaint/rialto-casino-will-not-pay/Rialto49 days$0NCasino failed to respond
http://thepogg.com/complaint/slbet-casino-dont-want-to-pay/SLBet20 days$0YNCasino enforced term that was unethically unclear
http://thepogg.com/complaint/slot-nuts-cashout-not-processed-after-13-months/Slot Nuts26 days$0NCasino failed to respond
http://thepogg.com/complaint/smart-live-delayed-payment/Smart Live265 days$0YNCasino failed to provide supporting evidence. Player paid after favourable ruling from IBAS.
http://thepogg.com/complaint/spin-and-win-dispute-over-which-terms-are-applicable/Spin and Win20 days$0YNCasino failed to make the terms and conditions readily available
http://thepogg.com/complaint/sun-vegas-confiscated-winnings/Sun Vegas80 days$0YNCasino applied terms in an inconsistent fashion
http://thepogg.com/complaint/tobwin-casino-change-the-rules-when-you-win/Tobwin10 days$0YNCasino retroactively enforced new terms, poorly written terms, unprofessional behaviour, fraudulent license
http://thepogg.com/complaint/vip-room-not-pay-me-and-not-answer-my-email/VIP Room22 days$0NCasino failed to respond
http://thepogg.com/complaint/winner-casino-very-vague-terms-and-conditions/Winner39 days$0YNCasino enforced non-existant term
Found for the CasinoOperatorLengthFunds Recovered as a result of ComplaintRuling GivenCompliant with rulingNotes
http://thepogg.com/complaint/24h-casino-hidden-bet-limits/24h Casino7 days$0NClear violation of terms and conditions
http://thepogg.com/complaint/777-dragon-confiscated-winnings/777Dragon5 days$0NCasino enforce legitimate terms and conditions
http://thepogg.com/complaint/all-british-withdrawal-problems/All British3 days$0NPlayer submited an expired passport as ID
http://thepogg.com/complaint/all-jackpots-sign-up-bonus/All Jackpots39 days$0NMultiple accounting/syndication
http://thepogg.com/complaint/all-slots-withheld-funds/All Slots18 days$0NMultiple accounting/syndication
http://thepogg.com/complaint/all-slots-casino-doesnt-verify-the-documents/All Slots44 days$0NPlayer failed to complete security verification procedures
http://thepogg.com/complaint/betat-withheld-funds/BETAT6 days$0NMultiple accounting/syndication
http://thepogg.com/complaint/betat-casino-winnings-forfeited/BETAT2 days$0NMultiple accounting/syndication
http://thepogg.com/complaint/betsafe-block-my-account-after-24k-loss-in-deposit-legit-money/Betsafe39 days$0NContested problem gambling policies
http://thepogg.com/complaint/casino-euro-non-payment-on-casino-win/Casino Euro6 days$0NClear breach of terms and conditions
http://thepogg.com/complaint/casino-luck-verification-problems/Casino Luck6 days$0NMultiple accounting/syndication
http://thepogg.com/complaint/casino-moolah-says-ive-breached-their-terms/Casino Moolah5 days$0NClear breach of terms and conditions
http://thepogg.com/complaint/casino-riva-non-payment/Casino Riva15 days$0NPlayer failed to engage with complaint process
http://thepogg.com/complaint/casino-on-net-delayed-payment/Casino-On-Net49 days$0NPlayer could only provide an expired passport as ID
http://thepogg.com/complaint/club-gold-money-not-paid-to-customer/Club Gold3 days$0NPlayer was paid the correct amount by terms and conditions
http://thepogg.com/complaint/crazy-vegas-confiscate-8350-euro-it-is-real-crazy/Crazy Vegas2 days$0NPlayers claims were unfounded and casinos response was validated by terms and conditions
http://thepogg.com/complaint/crazy-vegas-account-closure-and-confiscation/Crazy Vegas10 days$0NMultiple accounting/syndication
http://thepogg.com/complaint/first-web-account-locked/First Web13 days$0NMultiple accounting/syndication
http://thepogg.com/complaint/intercasino-makes-payout-unreasonably-difficult/InterCasino20 days$0NMultiple accounting/syndication
http://thepogg.com/complaint/ladbrokes-twisted-interpretation-of-terms/Ladbrokes3 days$0NCasino enforce legitimate terms and conditions
http://thepogg.com/complaint/laromere-win-denied-based-on-country/Laromere24 days$0NPlayer signed-up from an excluded jurisdiction using an IP masker
http://thepogg.com/complaint/les-a-big-winning-no-payment-at-all/LesA83 days$0NPlayer incorrectly assumed locked payment account was due to casino
http://thepogg.com/complaint/lucky-pro-confiscated-winnings/Lucky Pro159 days$0NCasino presented evidence supporting breach of promotional terms and conditions
http://thepogg.com/complaint/lucky-247-poor-standards-of-customer-relationships/Lucky24722 days$0NPlayer failed to complete security verification procedures
http://thepogg.com/complaint/lucky247-confiscated-my-winnings-saying-i-over-wagered-on-my-bonus/Lucky2473 days$0NClear breach of terms and conditions
http://thepogg.com/complaint/mr-smith-funds-confiscated-for-breached-terms/Mr Smith9 days$0NClear breach of terms and conditions
http://thepogg.com/complaint/netbet-problems/Netbet10 days$0NPlayer failed to provide account information
http://thepogg.com/complaint/netbet-documents-request/Netbet2 days$0NPlayer failed to complete security verification procedures
http://thepogg.com/complaint/casino-770-no-game-error/Netbet17 days$0NPlayer failed to provide permission to discuss account
http://thepogg.com/complaint/platinum-play-casino-account/Platinum Play20 days$0NPlayer failed to provide enough detail regarding the issues they complained about
http://thepogg.com/complaint/polder-refuse-to-pay-1642/Polder44 days$0NMultiple accounting/syndication
http://thepogg.com/complaint/royal-panda-seizing-deposit-and-winnings-with-no-reason-given/Royal Panda27 days$0NMultiple accounting/syndication
http://thepogg.com/complaint/slot-nuts-money-owed/Slots Nuts8 days$0NPlayer set up multiple accounts
http://thepogg.com/complaint/smart-live-taking-too-long-for-payment/Smart Live64 days$0NClear violation of terms and conditions
http://thepogg.com/complaint/smartlive-casino-have-refused-my-winnings-and-closed-my-account/Smart Live11 days$0NMultiple accounting/syndication
http://thepogg.com/complaint/vernons-casino-being-unreasonable/Vernons90 days$0NPlayer failed to meet all security verification requirements
http://thepogg.com/complaint/winbig21-not-paying-out/WinBig2117 days$0NPlayer failed to provide enough detail regarding the issues they complained about
UnresolvedOperatorLengthFunds Recovered as a result of ComplaintRuling GivenCompliant with rulingNotes
http://thepogg.com/complaint/7-spins-unpay-winning-and-only-return-my-deposit/7Spins15 days$0NCasino failed to provide supporting evidence of multi-accounting
http://thepogg.com/complaint/7-sultans-e9429-55-confiscated/7Sultans107 days$0NCasino failed to provide supporting evidence of multi-accounting
http://thepogg.com/complaint/all-slot-win-2443e-and-they-do-not-pay/All Slots17 days$0NPlayer failed to engage with complaint process
http://thepogg.com/complaint/artemis-bet-missing-payment/Artemis Bet68 days$0NCasino failed to provide supporting evidence of multi-accounting
http://thepogg.com/complaint/atlantis-gold-withdrew-may-26-and-still-waiting-for-withdrawl/Atlantis Gold18 days$0NPlayer failed to engage with complaint process
http://thepogg.com/complaint/blingcity-casino-communication-issue/Bling City85 days$0NPlayer failed to meet all security verification requirements
http://thepogg.com/complaint/casino-la-vida-account-closed-and-33k-usd-confiscated/Casino La Vida5 days$0NCasino failed to provide supporting evidence of multi-accounting
http://thepogg.com/complaint/gold-luck-after-withdraw-no-more-response/Gold Luck67 days$0NPlayer failed to follow-up on our advised action
http://thepogg.com/complaint/ladbrokes-is-taking-forever/Ladbrokes14 days$0NPlayer failed to engage with complaint process
http://thepogg.com/complaint/major-tom-alleges-discrepancies/Major Tom12 days$0NCasino failed to provide supporting evidence of multi-accounting
http://thepogg.com/complaint/major-tom-voids-winnings/Major Tom7 days$0NCasino failed to provide supporting evidence of playing manipulating bonus system
http://thepogg.com/complaint/major-tom-they-are-not-telling-me-why-they-wont-pay-me/Major Tom17 days$0NCasino failed to provide supporting evidence of multi-accounting
http://thepogg.com/complaint/majortom-casino-stalling-payment/Major Tom18 days$0NPlayer failed to engage with complaint process
http://thepogg.com/complaint/moneygaming-doesnt-want-to-pay-me/MoneyGaming68 days$0NCasino failed to provide supporting evidente of multi-accounting
http://thepogg.com/complaint/netbet-deposit-problems/Netbet29 days$0NPlayer failed to engage with complaint process
http://thepogg.com/complaint/nogabet-no-customer-service/Nogabet65 days$0NPlayer failed to engage with complaint process
http://thepogg.com/complaint/piggs-peak-voiding-deposit/Piggs Peak38 days$0NCasino failed to provide supporting evidence of multi-accounting
http://thepogg.com/complaint/villa-fortuna-bad-check-no-payment/Villa Fortuna14 days$0NPlayer failed to engage with complaint process
DeclinedOperatorLengthFunds Recovered as a result of ComplaintRuling GivenCompliant with rulingReason for Declining and % (of declined/of overall)Notes
http://thepogg.com/complaint/betphoenix-bonus-terms-violation/Bet Phoenix5 days$0NComplaint too old (25%/0.6%)Complaint was 4 years old and has previously been through other mediators
http://thepogg.com/complaint/cirrus-account-termination/Dreams4 days$0NComplaint frivilous (25%/0.6%)No funds were contested, player simply wanted to play with a casino that did not want them as a customer
http://thepogg.com/complaint/euro-king-not-paying-from-casino/EuroKing8 days$0NInsufficient information provided to validate complaint (25%/0.6%)Player failed to adhere to acceptable behavioural standards and failed to provide required information
http://thepogg.com/complaint/netbet-withdrawel-time-unreasonable/NetBet13 days$0NPlayer was threatening towards ThePOGG.com (25%/0.6%)Player threatened legal action against ThePOGG.com due to perceived discrimination

Reflections on 2014

Below are some general reflections on the complaints submitted during 2014;

  • The Firebrand group were repeatedly reported due to slow payment issues (4% of all complaints). While the majority of these issues did ultimately end up in the Resolved category, the continued occurrence suggests that no efforts were being made to either resolve the issue or manage player expectations.
  • The BestPay Partners group were repeatedly reported due to slow payment issues (3% of all complaints). Again the majority of these issues did ultimately end up in the Resolved category, but the continued occurrence suggests that no efforts were being made to either resolve the issue or manage player expectations.
  • The Real Vegas group were repeatedly reported due to slow/no payment (3% of all complaints). This group were inconsistent in their response to complaints and regularly gave misleading information.
  • The Revenue Jet group were repeatedly reported for a variety of issues (3% of all complaints) including slow/no payment and software issues. It should be noted that they were non-responsive to most complaints and the software issues they were experiencing (Keno games paying out the wrong amounts) don’t appear to be occurring at other casinos using the RealTime Gaming software platform. It’s also relevant to note that the Curacao licensing authority requested that we make clear to our readership that this group’s claims to hold a license with them were untrue.
  • The Commission365 group were repeatedly reported due to slow payment issues (1% of all complaints). Not all players appear to be having the same experience. This appears to impact larger withdrawals and the group have established a practice of breaking large withdrawals into an instalment payment plan without either justification via terms and conditions or consultation with the affected player.
  • Tobwin, who have been connect to various other casino properties, were found to have inadequate promotional terms, to be retroactively changing their terms to justify non-payment of a player and to have forged a Curacao gambling certificate (as confirmed by the Curacao gambling authority).
  • 18Bet were found to have enforced unethically vague terms and conditions and refused to comply with the complaint ruling. This resulted in the players funds being returned by this site and 18Bet losing our Deposit Guarantee seal and being moved to ‘Not Recommended’ status.
  • The Jackpot Factory group took the unprecedented action of seizing a player’s deposit alongside bonus and winnings due to a breach in promotional terms and conditions. This is both against industry standard practice and disregarded the ruling of this site.
  • Both the Crazy Vegas group and Leo Vegas consistently allowed a player to break a maximum bet rule only to decide to enforce the rule when the involved player hit a big win. This practice substantially increases the chances of a player experiencing a substantial loss. Both groups went against the ruling of this site to ensure consistent historical enforcement and they ultimately would have paid out more returning lost deposits than the win itself.
  • SLBet confiscated funds based on a term prohibiting playing with multiple casinos in their group. The term failed to inform the player which casinos were in their group. SLBet went against the ruling of this site and refused to return this player’s winnings, though they did amend their terms and conditions.
  • Winner casino enforced a bonus wagering requirement in a fashion that was not consistent with their terms and conditions and refused to discuss the issue.
  • The expanding Fortune Lounge group (no operating a substantial proportion of all download Microgaming casinos) has been consistently unwilling to share evidence when complaints relate to fraudulent activity.
  • iNetBet has been inconsistent in their approach to the discussion of player complaints, responding to some and not others.

All the above are notable negative practices that have been displayed over the year 2014 within the online gambling industry and as such we would advise players not to engage with the services of any of the above operators.

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