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Casino Max - wouldn't offer me the option to limit spending while having a withdrawal pending

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Casino Max Review.

Player's Complaint

This incident happened on the 21st of September. I had been playing a game called Lava Gold over a period of a few days off and on. On the 21st I started playing Lava Gold around 9 am in the morning. I had a normal experience pretty much all day. I had made a deposit for 250 dollars about 4 times that day if I remember correctly. I didn't have any complaints until I won big. I won a little over 3200 dollars and I made the mistake of continuing to play one more cycle. The cycles on this game I refer to describe the process of climbing the progress bar and obtaining the free spins as a reward. This slot is unique compared to other slots. I like to look at it as an investment because you pay a lot while you climb up the notches and don't really see too much return. It's when you complete the "cycle" that you get a reward to compensate for the funds lost climbing up it. So this creates special circumstances for the player that I found out this game was created to exploit. The player chooses a bet and once he begins the spins for that bet its locked in. If the player changes the bet then the game starts over. I always had pretty much no trouble climbing up the meter by connecting 5 or more matching squares when the game starts. I started to notice the game would always give me more difficulty at the top of the meter right before my reward. Sometimes it held me up quite a bit but nothing that alarmed me. These levels were consistent and appeared to be random. Then I won over 3200. Immediately after winning I noticed a change in the softwares behavior. Right away I was losing way more spins than before. I was expecting this. I had planned for it by making sure I had enough money to get through any problems that may arise. It was on a bet of 18.75 a spin which I had completed one like earlier. I t drained quite a bit of money form me till I got to the top 2 notches. Then the game came to a standstill. I was able to bet each spin but the game refused to progress at all. After i reached the top it took 101 spins of no progress and no connections to see that the slot wasn't going to allow me to complete the cycle. I was outraged. I had around 700 dollars left I went and complained to staff that the game was stuck and it wouldn't let me move on. They stopped me and had me exit the while they ran tests just to come back and tell me nothing was wrong with the game. That was ridiculous. It was very clear to me the slot wasn't budging. A sllot dictated should have not been able to be predicted enough for a paying player to know that he was done if he kept proceeeding. These caisnos advertise RNG dictated slots that are unpredictable and certified and guaranteed. I informed the staff of the situation. I didn't have a fair chance. It was very clear the slots were leading me up to the top of the meter and engaging in a dry spell of income from not just the rarer squares, but all squares for that matter. It locked on the second to the top notch. I sent the casino many messages regarding this issue and they didn't listen to me at all. I was so upset by getting nowhere through emails and live chat for a day or 2. I then had enough of them telling me what I was saying wasn't true and giving me no option to compensate for this unfair loss. I got so mad I told the person on live chat to watch me use the rest of my money to prove it is fixed. That I would use what I had left to prove the meter would not progress. I had not had any problems like this with the slot on the same bet prior. It had to have been due to the win I had right before this cycle that triggered this impossible blockade. I proceeded to get on my phone and record exactly what I said would happen. Spin after spin after spin and I had used the entire (around 700) dollar amount left in my account and it didn't budge just like I said. I was furious because it had to come to that to get any kind of acknowledgement that there is a problem. After proving what I said to them was true, they still disregarded my claim and wrote me off as "lost". Lost as in like I had lost fairly. No I have every conversation documented and saved. As well as every email. The manager [EDIT] acted like he was going to get to the bottom of things. He even offered to put me in direct contact with Betsoft to seek resolution. This I was pleased with. The slot at this point had eaten a total of 3224 dollars at this point and it wasn't even finished yet. I had completed every other cycle I had played on this game at Argo in 239 spins or less of all caliber bets prior. This cycle was already on spin 397 and it wasn't even close to being done. It was on the top notch. Any spin could grant me the free spins reward. We exchanged numerous emails back and forth and tons of messaged in live chat and phone calls and it was clear they were trying to push it on me that their was nothing wrong with this slot. The prior completed cycles that day were completed in these numbers of cycles that day: 168, 215, 212, 195, 239, 158, 102. My argument was that this was not consistent with the history of gameplay that I had experienced over a span of a few days. Random wouldn't hold back this much possibility for failure and compress it into one giant Loss Fest at the most critical point of the game where the user is most engaged and committed. This was the plan the whole time when making this game. It is a scam. It's made to lure a person into a financially committed state and be on the verge of a certain payout and purposely change the odds of the player winning or getting any kind of return to sustain gameplay. It would literally let you get to the top and choke you out before you get the spins knowing the player is less likely to adandon the game at this point. I expressed this to Jazz Casino and I have reason to believe that [EDIT] had his IT advisor from a previous conversation forge a statement from Betsoft to deter me from seeking compensation. Then when it clicked and Thinking how he went back on letting me talk to Betsoft and the similarities in the writing of his IT guy and this supposid Betsoft message directed to me it clicked. I'm almost certain it is a forged message which really made me upset. They still refuse to correct this issue and I have been trying to negotiate since it happend. I need the assistance of the licensor and I need help. This isn't fair and according to an email I got from [EDIT] what I was assuming was true and I have evidence to back up with hours of footage and documented gaming sessions, what they are doing is [EDIT] and they could face a lot of trouble for it. I have all this saved and I can provide it all to you. Please help me.]

Also I will be 100 percent honest with you about these casinos. I will not lie about them. I will tell you where they were strong and where they were weak. This situation with CasinoMax was a huge problem. I cannot believe I was not offered the easy option which would have solved all the problems. I was afraid to ask to begin with because casinos can turn anything against a player. Especially when the player suggests being in a vulnerable state. They can use this to their advantage at any time and state the player is a liability. Despite that and being that I had a decent withdrawal coming I knew I had to at least try because I knew it when my friend disappeared and never came back, we had this private party for him, I knew I wasn’t going to be in the right state of mind and I knew I should at least try to run it by the staff and see if they would help me. I didn’t want to push it though too much because I had the withdrawal pending and I didn’t want to give them a reason to mess with that. I’ve seen casinos do all sorts of shady things and manipulate terms and conditions to get as much money as they can prom people. So when I mentioned exclusion I knew I was risking it a bit but I didn’t know what else to call it. I knew I was going to be drunk when this withdrawal hit because casino max decided to hold onto it a week longer than they should have to begin with. When he said exclusion wasn’t possible without messing with my withdrawal, and after I got my point across why I felt this was necessary it was obvious that I wasn’t being given any option around this. I backed off and said it was ok because what other option did I have? If I pressed it any further it was my impression that I was jeopardizing my withdrawal. Then I got a message from the employee and at this time I had a lot going on and I was just dreading my friends goodbye party. I swear I thought that the employee messaged me back starting not to worry and he figured out how to make it so I couldn’t deposit on all accounts because what’s the point of limiting all of them but the one I won the most money on? Drunk and receiving that chunk of money that would be the first casino I go to… I know me…. So I mistook that and thanked the employee for figuring it out I thought and was just focused on when I could get my withdrawal. They had delayed it and in my eyes manipulated their terms to allow them to procrastinate on my withdrawal and it stretched into a really bad time for me. Of course it drops at the party when I was already pretty drunk. A friend of mine disappeared and we heard rumors and they are not good. Officially he is missing… we all are pretty sure why… it’s brutal the rumors…. Anyways I’m not excusing my behavior and I know it’s a problem I have to work on. I shouldn’t get drunk and gamble. I have been using the games to deal with a lot of my problems lately and to be 100 percent honest they have helped me though a lot. You have no idea. They kept my mind occupied through these tough times and gave me less time to focus on the bad things. This is the problem though because being drunk and after that party I know that’s the first thing I would do to get my mind off of things. This is why I tried to find a way to prevent it. The drunk put me over the edge too way more than I thought. I blacked out at the party and I don’t remember anything. All the sudden I woke up by the toilet at home and I had to pay a bill and I remembered I got paid the night before and all that money was gone… plain and simple I should have been given the option to limit my spending and even [EDIT] the other employee told me that. But none of them explained this until I got so upset about it like 2 days after and did some digging on it. I saw other casinos offered options to prevent players from playing and still getting their withdrawal. Then I decided to go through CasinoMax”s terms with a fine comb and there it was…. They had an option all along and none of them admitted this until I confronted them about it. If you think this makes me happy that they messed up it didn’t. I actually enjoyed playing at their casinos. I never had been as lucky as I was with their casinos. But the fact that things happens the way they did I had that feeling they were itching to get some of the money back I won from them somehow…. Someway… I swear I felt a shift in the software fairness after I won that money too. I swear to God. That was also another reason I wanted to make sure I couldn’t spend any of that money there. They should have respected my wishes and offered me the obvious solution to my problem and they didn’t and I tried to prevent it… I did what I was supposed to do and I risked things to do so. I am entitled to be compensated for that because that actually hurt me. A lot of these casinos caused unpredictable harm when I thought I was being calculated but what gets me the most….. is when these unfair and predictable catastrophes happen like when all the sudden the game will go into a 50 to 100 spin losing streak and it will piss me off so I will refuse to lower the bet just to win. I will lose on purpose and it’s cost me a lot it shouldn’t have because when I raise the bet I shouldn’t be locked into a guaranteed losing streak or right after a win. All the misleading information I’m being told also while explaining my issues to the staff contradictions of all I seen is what lights me on fire. Like I said I was taken advantage of by a string of casinos that strung me along for thousands…. I never won one time…. Thousands….

Read the casino review

8 Responses

User icon
xcalaba
January 1, 2022

This was the wrong complaint I pasted I’m sorry

User icon
xcalaba
January 1, 2022

Where is the one I correctly posted?

User icon
xcalaba
January 1, 2022

Oh no you guys kept this one and deleted the other one?

User icon
xcalaba
January 1, 2022

Oh no you guys kept this one and deleted the other one?

User icon
thepogg
January 1, 2022

Hi xcalaba,

Please confirm the url of the operator you are complaining about.

There are several aspects to your complaint.

Firstly - with regard to your assertions that the games are functioning in a non-random fashion - this is not something we can help you with. You are clearly drawing conclusions regarding the function of the game based on short term fluctuations in the variance of the game. This is not a valid way to draw conclusions about the operation of any game.

Moving on - you are playing with, at best, a weakly licensed operator. When you choose to do that you will not receive the protections that you will receive from reputable and well licensed operators. Businesses that choose these weak licenses do so specifically so they do not have to protect players. That being the case it is very unlikely we can do anything to assist you with this aspect of your claim. If you can provide both a term showing you should have been provided with the option to restrict your account and communications showing that the operator refused to provide the protections detailed in the terms, we can try to speak to the operator for you, but it should be stated that given the licensing status of this operator the chances of them engaging a dialogue would be very low.

Finally, your submissions make quite clear that you are not currently in an emotional place where you should be considering gambling at all. We would strongly encourage you to seek help from local organisations intended to support people with gambling addiction issues. You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 15k gambling operator websites for between 24 hours and 5 years.

Thanks,

ThePOGG

User icon
xcalaba
January 2, 2022

no i had the right complkaint i sumbitted after this one. This is a complain in regards to jazz casino

User icon
xcalaba
January 4, 2022

Please close and delete this one

User icon
xcalaba
January 4, 2022

Please close and delete this one

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Agreement

xcalaba consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Any involved parties

December 29, 2021

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