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4.20

Imperial Status: Not Recommended

Affiliate Program:
BeAffiliates

Imperial Casino

Overview

Review last updated – January 2019

Imperial casino are one of two Playtech properties owned by the BetClic/Everest group. This group has several historical player issues but have come forward to improve their reputation now.

Trustworthiness

 - 2 / 10

The BetClic/Everest group have a fairly poor reputation online, with complaints at all the major 3rd party mediation sites, all unresolved due to BetClic’s unwillingness to engage.

More recently the BetClic/Everest group have re-engaged in communication with Casinomeister.

In January 2015 we had an extended conversation with the BeWinners group, who run all of the BetClic/Everest properties excluding Bet-At-Home. They have assured up that any and all player issues that come up will be dealt with appropriately. As such they will be moved to a Trustworthiness of 4 and for each 6 months that pass without further unresolved issues this score will increase by 1 point. This does not apply to Bet-At-Home who are still non-responsive to player complaints.

This group is also Rogued at Affiliate Guard Dog for unethical treatment of their affiliate partners.

In late 2018 this group decided to close one of the two affiliate programs (Monte Carlo Affiliates) they ran and migrate the properties on that program over to their other affiliate program (BeAffiliates). While all of the casinos remained open and all the referred players were retained, the group decided it would no longer honour the agreements they had with affiliates working with Monte Carlo Affiliates and that they would only paid agreed revenue rates on referrals for one year beyond this point (rather than the lifetime of the player revenue that was advertised and agreed with affiliates). This change of approach was not communicated to all affiliates in any clear manner.

This type of action - where the program chooses to act on their right to change contracts simply for the purpose of reducing their own costs, while short-changing their affiliate partners - entirely undermines the trust that is necessary within the affiliate relationship. If the company were to make similar changes to their player agreements, changing terms of an advertised product that resulted in financial detriment to players, this would likely result in questions being asked by regulatory bodies.

Where a group cannot be trusted to honour the terms of the contracts they agree with their business partners, we do not trust them to take a diligent and fair approach to the management of players. As such all properties associated with this group have now been moved to Not Recommended status.

For references see BetClic Everest Group Player Issues

Payout Speed: 24h

 - 10 / 10

Using Neteller our reviewers report withdrawals usually paid within 24. However one of our reviewers experience difficulty getting their documentation verified with the casino asking again and again for the documents to be resent. Eventually the BetClic identified the problem – that the documents were too small – and asked the reviewer to increase the size of the attachments. This is highly unusual and the first instances of attachments being rejected for being too small that we’ve ever heard of.

Minimum withdrawal - 15 EUR, 3,000 HUF, 330 CZK, £10, 60 RON, 150 SEK, 120 NOK, 30 BRL or 20 USD15 EUR, 3,000 HUF, 330 CZK, £10, 60 RON, 150 SEK, 120 NOK, 30 BRL or 20 USD. Smaller withdrawals will incur a fee.

Maximum withdrawal - 30,000 EUR, £25,000, 100,000 PLN, 7,200,000 HUF, 700,000 CZK, 120,000 RON, 300,000 SEK, 225,000 NOK, 65,000 BRL or 30,000 USD

Banking options available - Credit/Debit cards, Neteller, Skrill (Moneybookers) or PaySafeCard

We recommend using Neteller for speed, convenience and security. To sign-up to Neteller click here.

CLICK HERE TO JOIN NETELLER

Software

 - 10 / 10

Imperial casino use Playtech software for their download casino. Check out our Playtech Software Review.

Game selections are as follows;

Download

Instant

Table Games – 38

Table Games – 30

Slots – 113

Slots – 107

Video Poker – 15

Video Poker – 15

Live - 6

Live - 3

Jackpot - 25

Jackpot - 23

Customer Service

 - 0 / 10

Email Testing Record

  • November 2018 - No Response
  • November 2016 - 2 hours 43 minutes
  • June 2015 - 1 hour 44 minutes
  • November 2014 - 21 hours 41 minutes
  • June 2014 - 1 hour 17 minutes
  • December 2013 - 36 minutes
  • September 2013 - 2 hours 53 minutes

Licensing

 - 8 / 10

Imperial casino hold the following gambling licenses :

  • Malta Gaming Authority - In our experience the MGA is the best regulatory authority in terms of the management of player complaints. Their complaints team is open and cooperative in the discussion of player issues and we've managed to resolve a number of credible player issues working with the MGA. You can find further information regarding this regulator's complaint policies. You can find further information regarding this regulator's complaint policies here.

Restricted Countries

Imperial does not accept players from the following countries: Afghanistan, Australia, Bulgaria, China, Croatia, Denmark, France, French Guiana, French Polynesia, French Southern Territories, French Southern and Antarctic Territories, Iran, Iraq, Israel, Italy, Malaysia, Singapore, South Africa, Spain, Sudan, Thailand, Turkey, U.S. Minor Outlying Islands, U.S. Miscellaneous Pacific Islands, U.S. Virgin Islands, United States.

Contact

Contact Information;

Email : [email protected]

Slots RTP

Imperial casino publish the House Edge/RTP figures for all of their slots games.

Comp Points

The Imperial comp point program awards players with 1 comp point for every $10 wagered and for every 100 comp points you earn you can exchange them for $1.

Closing Thoughts

Imperial casino are part of a group that historically haven't done a great job when it comes to player complaints (though there was a period where they were more cooperative than they had been with this service) and given that they've now failed to respect their affiliate agreements, in our opinion this group have sent a very clear message about who's interests they will prioritise when money is on the line.

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