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Coin Falls - Consficated Winnings
Ruling
Found for the Player - While Nektan are correct regarding the bonus terms and conditions restricting this player's win to £10, on review of the bonus awarded we've discovered that this bonus actively disadvantages players - i.e. this player was mathematically expected to lose more with the bonus than they would be if they'd played the wagering requirements without a bonus.
Nektan have shown no willingness to change their position regarding this issue and as such we've published an article about our findings (https://thepogg.com/nektan-when-a-bonus-is-really-a-tax/), have moved all Nektan run properties to Not Recommended status and will be alerting the UKGC.
Read our Coin Falls Casino Review.
Player's Complaint
Coin Falls:Sorry used pogg as not on list
I deposited £10 and was given %200 and 50 spins. I played from midnight til about 6am. I peaked at £98.00. Played rainbow riches pick and mix. Lost most of it. Logged back in around 11am played rainbow riches again won jackpot x500 now at 100.00. Increased balance again to £128.00 was spinning when £120 was removed from my account, leaving £8.00. I called the casino and spoke to [EDIT] who advised me the casino had given me an additional 25% match bonus which I had no knowledge of? This bonus is capped and only allows you 4x the bonus which is £10.00. This is completely unacceptable nobody would take a bonus when chasing monies after depositing that restricted the winnings to £10. This I understand for a no deposit bonus not a deposit one. I spoke to [EDIT] and then [EDIT] both were unhelpful and just told me about the terms and conditions. I said what they had done was wrong as this meant anytime I had winnings in my account they could activate a bonus to restrict my winnings, [EDIT] said yes and that I agreed to this when I signed up. This casino is acting in an unconscionable manner. I was not aware of this bonus put into my account I just assumed I had won this 2.50 on a spin and played using their bonus when I was under the impression I was playing through my deposit, bonus and spins wagering. They use up real cash first then bonus money. I would not have accepted the bonus as I was chasing a feature which I won only to have it removed. I would have simply deposited another 10 from my paysafecard account. There was no pop up advising of the bonus etc.
I never accepted this bonus and was not aware it had been credited with these awful conditions. I have deposited and played at several Nektan casinos recently but these hidden rules to allow the casino to take money from players should be outlawed. I would be grateful if you take up my complaint please, or at the very least warn other players about these awful bonus conditions at all the related sites to ensure this does not happen to anyone else.
4 Responses
[EDIT] is my email and username thanks.
Hi jmanuh, Having spoken with Coin Falls, as far as they're concerned you have accepted this bonus and are bound by the terms and conditions of the bonus. However, having reviewed the bonus we would agree that you have been unfairly treated in this instance. The factors that contribute to this conclusion are as follows: - This bonus was very small and added to your account without any warnings, alerts or opt outs. - Mathematical review of the "bonus" demonstrates that you were almost certainly disadvantaged by this bonus, i.e. the addition of the bonus increased the amount you were expected to lose. You can find a report on our analysis of the bonus system being used by Nektan here - http://thepogg.com/nektan-when-a-bonus-is-really-a-tax/ Our conversation has at this stage reached a dead end. My recommendation to you would be to contact Coin Falls' appointed ADR IBAS if you are a UK citizen of to contact Coin Falls' regulator the Gibraltar Gambling Commission if your are resident outside of the UK. Feel free to direct these bodies to our report. We will also be alerting the UKGC to this practice. Sorry we couldn't be of more help. ThePOGG
Thank you for time and efforts on this matter. Regardless of my losses the fact you have alerted others to these underhanded practices will hopefully stop it happening to as many people as it would have.
Thank you.
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Agreement
jmanuh 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:
November 19, 2016
Hi jmanuh - welcome to ThePOGG.com!
Firstly apologies for the delayed response - I've been travelling for an industry conference this week.
Before we can do anything to help you I need you to provide us with the username and email address you use at Coin Falls casino. After I have those I'll contact the operator and see what I can find out.
Thanks,
ThePOGG