UNRESOLVED - Majestic slots no-paying a bit under 10 000 €.

Hi, all,
I have checked the reps list, tried resolving the issue with the casino, and searched for a good thread to post this in, as per the tips for this forum; after doing all that, I have to start a new topic.

I have registered at Majestic slots over a month ago.

I took their welcome bonus offer which they grant upon registration; only part 1.

I had a livechat with them about the Terms, just to feel them out as well as to ask a bit to see if they bury Terms around (typically that can be things like restricted slots, countries, betsizes etc., which at times aren't laid out as clearly as one would expect), and they seemed like a professional organization at first. That has, unfortunately, changed abruptly later on.

I happened to win over 15 000 euros at one point, and end up with a bit under 10 000 euros when I completed all requirements (and then some).
I completed all their verification procedures, a phone chat (they again seemed curteous and professional), ID scans, and so on. I requested a withdrawal.

So now one should be exhilarated, right? You gamble, you lose, you gamble, you lose, then you gamble and happen to win!

Just one thing has remained, though.  And that's where they stopped being professional and curteous.

Here is the only e-mail they sent me upon me requesting a withdrawal, and my reply to them. They sum up the entire issue.

"You have been identified playing with a system that was meant to leverage the bonuses given by the Casino, ensuring the winnings on the long run from the Casino. This system is against our terms and conditions and purely taking advantage of the bonus generosity of the Casino. Casino bonuses were meant to enhance the enjoyment of our players and indeed increase their chances of winning, which is why, in cases where players winning in normal play style, Majestic Slots Casino is one of the fasted  paying Casinos when it comes to withdrawals of winnings.

This system and gaming pattern was built to abuse the Casino bonus system and we will do our best to ensure our Casino is not being attacked by this level of abuse.

We decided to block your account and refund the deposits made on the Casino. Majestic Slots Casino registered in Curacao and oblige to the license agreement of the Curacao government.

Please refrain from opening any other accounts with Casino Majestic Slots, or any deposits made or winnings will not be refunded."

Here is my reply to them.

...

"Thank you for your message.

Please note that I have not broken any Terms and conditions stipulated by you in any way.

The murky "playstyle" and "system" qualifications must have some kind of concrete Terms and facts attached to them, otherwise you could tell that story to anyone. However, as anyone will see from my playhistory, no "system" whatsoever was used unles you consider hitting "spin" button repeatedly a system.

And no abuse whatsoever has appeared unless you consider simply  getting lucky as "abuse".

It is surprising - and a bit disappointing - to have to now go through some kind of ordeals after getting lucky. 

I broke no Terms, and I expect to get paid, as is the industry norm in any legitimate online casino."

Now, I have no idea what they mean by playing a "normal playstyle" (the only "style" they'd supposedly tolerate) if my playstyle was not "normal", and what's the point in "bonuses that increase your chance to win!" if they just - don't pay you in the end. And what is this long run when I had just registered.

Overall, no idea whatsoever. I just played slots and kept spinning. That's it.

And, to reiterate, I am 100% certain I did not break any Terms stipulated by them; as you can see from our correspondence there is nothing to pin on me in that regard, otherwise it would've been mentioned.

I hope they will, with a nudge from mediation sites, make amends and treat me fairly. If not, at least the story will be heard.

If all of what you said is true, i don't see why they will not pay. It sickens me that some casinos pull this crap after you win but will happily take your deposits in the mean time while you lose. I never understood the system they speak of when denying big wins. I too press the spin button and hope to win. Seems a ploy to deny players a huge sometimes life changing win. If this is the case here then shame on the casino. 

Yeah.
Everything I said is 100% true, and the mails I just copypasted.
There was no other correspondence (other than automated receipt e-mails and such), they haven't answered that e-mail of mine.

I really hope this gets sorted out. This cannot be the new norm, otherwise online casinos are pointless.

Hi Eagle7,

what games did you play. And did they say what was the system that you used?  

Also since you were accused of using a system please do let us know what kind of betting paterns did you use. Not that it matters in terms of beating the house as no system can beat the house. But we would need all the details before someone from our complaints team is to reach out to them on your behalf.

Hi, Zuga,
Thanks for taking a look.

They did not say anything else; this was all the correspondence that we had.

I did not use any betting pattern. I just kept hitting spin (or rather, autoplay). Nothing else. As for the games, I played one slot, all the way through their (largish) rollover. Start to finish.

That's why in my reply to them I state that any kind of those talks is plain wrong, and anyone who takes a look at my session history will clearly see that.

hmm that makes it even more weird. What was the name of the slot? And did you change the bet size , if so how much were you betting, or was it a flat betting all the way  ( again not that it matters in terms of "systems" ) ?

No, no changes of the sizing, of the game, of anything. Pay Dirt was the slot, I was betting 25$ if I recall correctly.
It was like that all the way.

Essentially, it looks like they threw a story in there just to say something. It makes no sense.

No Terms were broken.

Hi Eagle7,

We've contacted the casino and your username has been forwarded. Hope they'll get back to us shortly and this issue will be sorted out. We'll keep you posted. 

Hi Eagle7,

We've contacted the casino several times so far and each time we got the same reply: "We're looking into it".

If we don't get the answer within 2 days, we're going to contact them again next week. Hope they'll have something to say then.

An update: We finally got "some sort" of an answer which does not really clarifies anything yet.

It seems this casino has denied the payout on the grounds of "betting system" being used. We are yet to confirm this , but if that is really the case then we will ask them to reconsider their decision and pay the player, as no system can beat the house ( not in the long run ). 

We did find they have this rule:

"In the event that MAJESTIC believes a user is abusing or attempting to abuse a bonus or other promotion using different systems or strategies, or is identified as playing in a way designed solely to exploit bonus awards, or is taking advantage of any Software or system bug or failure, or is likely to benefit through any form of abuse, then MAJESTIC may, at its sole discretion, block, suspend, close the account of or withdraw any user from any bonus or promotion and revoke any associated Loyalty Points in such manner we deem fit and/or withhold the pay out of the proceeds of such abuse to the player in question."

The problem is, having such rule in your T&Cs is predatory as any casino can claim betting systems being used when a player wins. Which we all agree is not fair.

WizardOfOdds.com clairly states that use of any betting systems will fail to beat the casino games: http://wizardofodds.com/gambling/betting-systems/

Anyways, we asked for more details and will wait to pass any judgements until we determine what exactly happened.

a betting system ? huhhh... you hit spin when its stops you hit spin again this does not make sence i will never play at this casin i really hope you get your winnings seems like the only button  they alow you to click is the deposit button  

I fully agree with what Zuga says.

I would also like to add the following - I have signed the waiver they sent me exactly three weeks ago, allowing them to share my playhistory with mediation websites. I have just asked them to include me as a recipient of the email when they do send it, in order for them not to be able to alter it in any way.

I would bet they have not sent anything to anyone, even though they claimed  it'd take them seven days and it'd get done.
It takes about three minutes to get my playhistory for them.

All in all, as it stands now, it seems they simply might not pay if you happen to win, so playing there can hardly be advisable.

Hi Eagle7,

Thank you for sharing this info with us. We've also contacted them,we don't know how many times so far, asking for more details, but they just promise very time they're gonna solve it "asap". We're doing our best to help you and get this case finally resolved. 

I waited a bit, gave them some leeway, as they said "in 7 days we'll do this and that".
However, by now they're waaay over any timeline. So I figured it is time to describe what has happened further.

All checks should've been done by now.

I am afraid they have been done, and now they don't know what to do so they just want to ignore this and run away (with my money).

I agree, it's high time for all of us to get the details regarding your case. This is really frustrating for you, and for us as well.  They could have done all checks weeks ago and this issue could have been resolved by now. we are sorry you have to go through all this. 

Anyway, we'll keep you posted. 

Hi Eagle7,

Just an update. We've heard back from them today and they have promised we would get the full info on Wednesday. We're looking forward to it. 

RTG casinos are well known for their non payment issues. I wasn't surprised when I read this article and I really feel sorry for you and I hope they'll pay your winnings.

p.s. they always have an excuse for not paying their players and sadly I was one of the players.

It is frustrating, of course, but what can you do other than what we're doing.

I hope they do pay in the end; they have no reason not to.

But you just never know.

Oh, great news!

Looking forward to it as well.

Here's where a case of mine from a year ago is now -
https://lcb.org/onlinecasinobonusforum/direct-casino-support/hello-from-the-betftv-team!/90#forum

That is the (in)famous BetFTV case.

The casino in the end recently got suspended, had their license revoked by their regulator after a year long dispute and a bit over six months long process, and after getting warned about on every news site out there.

This just got finished.

Dear Eagle7,

We got nothing last Wednesday although we reminded them what they'd promised the week before. Finally, we've reminded them again today and the whole team's been included in this email and they've promised again to send us details till the end of this week. 

Unfortunately, we got nothing so far. However, we are doing our best to get them resolve this issue and hopefully we get some info by Friday. 

Thanks for the update!

I'm following what's going on.

Dear customer,

First we apologize for the late answer.

Following additional review ,it has been decided that there will be no further consideration of your account status. The conclusions that were reached by Majestic Slots Risk department is fully supported by its management and are too severe, and therefore no winnings will be paid.

We have refunded your deposit amount back to your Skrill account and see this matter as fully closed and not debatable.

Moreover, we kindly ask that you refrain from opening any other account in Majestic Slots. Any such account will be closed immediately.

Best regards,

Majestic Slots Support

Dear Majesticslots,

This reply is - once again - saying absolutely nothing of substance.

"There will be no further consideration" would just mean that the considerations so far were the last one, but you do not mention what they are. No surprise there, the ones you were mentioning so far (play style, and so on) were blatantly bogus so you just are trying to drop that story alltogether. "The conclusions are supported by management" does not say what these conclusions are. Your last paragraph, "we ask you to refrain from opening any other account", is out of place as well as I most certainly never opened accounts there prior to this.

I am betting latestcasinobonsuses staff never got any information from you, either, despite you promising them several times they would. That is because no real information exists. You noticed a win happening, and then the story was "system of betting" or whatever. I logged in, deposited, played slots, hit, period.

So all this text of yours is an attempt to tiptoe around the fact that you never even mention what exactly is your reasoning and are not paying rightful winnings. A month ago you stated it'd take you 7 business days to provide information. 7 days have passed, you have provided none.

The real question is, Why would I not get paid? And how can I make you pay me what is righfully mine, my winnings?

What is the point of an online casino if it takes your money if you lose, and does not pay you if you win?

thank you for your response Majesticslots, unfortuantely it's not good enough.

Did we really have to wait for an entire month to get this sort of statement that is not explaining anything really, and what are the real reasons for the confiscation of ( what seems to be legitimate ) winnings.

I'm sorry but you cannot simply say its managements decision and thats it. If there was the actual breach of T&Cs you need to specify what was it exactly. Mentioning betting systems is not a reason good enough to confiscate the winnings. There is NO betting systems that can beat the house in the long run. This is a known fact. And Im quoting my earlier response in this regards:

man its obvious these guys don't want to pay the player and just made up some BS excuse . Seriously if this 10K euro means that much to them then I really wonder if they are properly funded in the first place.

I am afraid things definitely look like that at this point.
I hope there's a turn of events.

To remind everyone, they even requested me to sign a special waiver for them to disclose the info (my info, gameplay history and whatnot) with the mediators.
I happily signed it, immediately. I know any checks there will look just fine.

And, after that nothing was ever sent nor forwarded to anyone.
.

Ok enough is enough, we had plenty of patience and all with hope we will be able to get to the bottom of this complaint and resolve it. But we too were given a runaround for weeks. The Rep we are in touch with has been saying we will get more details soon, which never happened. And frankly there is nothing they could have said that would not incriminate them if they are to stick to their "betting system" vague explanation they given at one point ( with no further evidence to support their claims ). So I guess that's why the lack of explanation. Either that or they simply do not care.

We will be issuing a warning in regards to this casino shortly. We believe they wronged the complainant , and the simple fact is there is no proper communication and transparency, combined with confiscation of winnings for vague reasons,all this warrant them a warning list ( at least until they do the right thing, which is to pay the player and update and remove some of the predatory T&Cs they got ).

Jus to update this thread. Majestic Slots was placed on our warning list couple weeks ago. And now we have issued a rouge report and warning which can be seen here Warning! Majestic Slots Casino Unpaid Winnings

Players are advised to stay away.

Two days ago I have reached their regulator (or supposed regulator); I had a phone chat with their Managing Director. He seemed curteous and professional.
He directed me to their Operations office (to their email). I have sent them an inquiry. I will let you all know how that goes.

I have taken a look at your editorial. It looks like thorough and excellent work, thank you for that!