Mr. James Casino - Τα κέρδη του παίκτη μειώθηκαν στο x10 της τελευταίας κατάθεσης.

I still had 2,500 money in my account in the morning.

During this day, they have played several say euros in the European Jackpot in my account, so that 2500 is 600 euros left !!!

Tililläni oli 2500 vielä aamulla rahaa.

Tämän päivän aikana he ovat pelanneet useita sayoja euroja European Jackpottia tililläni, niin että 2500 on jäljellä 600 euroa !!!

Additional comments from the player:

I won 3,000 euros and made a 2,500 euro raise.

I have deposited 2 x 60 EUR

Now I received a notification:

Hello Anne,

Congratulations on your winnings!

Your withdrawal request has been checked and the amount of 600.00 € is eligible for withdrawal.

The gains were generated on a 60.00 € deposit

For your information:

If the total accumulated deposit amount of as player is below 500.00 € at the time of the deposit, the withdrawal limit is 10x the deposit amount.

In order to complete your account and process your withdrawal request, please fill in and send back the attached document.

Best regards,

Terms and Conditions: https://www.mrjcasino.com/general-terms-conditions/?lang=en

Previously, I had won € 6,907 in bonus money which they did not pay because it had been paid with bonus money.

Now I deposit 2 x 60 euros and no bonus money and again refuse to pay the profit.

Dear Sensusan,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked terms and conditions, and this is what I found https://www.mrjamescasino.com/general-terms-conditions/?lang=en:

"If a player's accumulated deposit amount does not exceed €500, player will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €500 accumulated deposit amount."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider this rule to be unfair and predatory when it’s applied to a real money game. Please, could you confirm, that you have accumulated winnings without any active bonus and clarify how much was your last and lifetime cumulative deposits? Ideally, you could forward your "cashier" history to petronela.k@casino.guru. Looking forward to hearing from you. I hope we will be able to help you to resolve this unpleasant situation as soon as possible.

Best regards,

Petronela

Thank you very much, Sensusan, for forwarding all the relevant screenshots. Do I understand it correctly that your lifetime deposits were €320?

Dear Sensusan,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hey !

I have answered here and I am sent to you by e-mail screen shots from my account and deposits.

I have deposited a total of € 320.

Hei !

Olen vastannut tänne ja olen lähettänyt sinulle sähköpostitse kuvankaappauksia tilistäni ja talletuksista.

Olen tallettanut 320 euroa yhteensä.

As you can see from the screenshots, the gaming company has visited my gaming account and played bets worth many hundreds of euros at some European blackjack table.

My game winnings have been lost from my account.

Kuten kuvakaappauksista näkyy, pelifirma on käynyt pelitililläni ja pelannut monen sadan euron arvoisia vetoja josain european blackjack pelipöydässä..

Minun pelivoittoni ovat hävinneet tililtäni.

Thank you very much Sensusan for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Sensusan.

Thank you very much for sharing your negative experience with the Casino. We will now try to get in touch with them.

Hello Sensusan, Hello Casino Guru,

We have checked the player account and have not found any irregularities.

Please note that when a player has reached 500€ in total deposits, then there is no withdrawal limit for gains on deposits (played without bonus).

We are also happy to note that Mrs. Sensusan is now winning on our casino, as she has withdrawn more than she has deposited.

We remain available.

Best regards,

Mr James casino

That is not the case.

I had deposited I had deposited 320 euros x 10 so by your own logic I should have gotten 3200 !!!

That, too, is a small 6,500 wins!

I am pleased to strange PROVISIONS, if I can get even 3200 that which belongs to me at least!

Now you only paid according to the last deposit, which was 60 euros.

According to this formula, I can never even win big sums because you do not pay according to the deposits but according to the latest deposit result !!!

NO ONE CAN IODE 500 DEPOSITS !!!

You don't even follow your own rules!

Ei tuo pidä paikkansa.

Olin tallettanut olin tallettanut 320 euroa x 10 niin oman logiikkanne mukaan minun olisi pitänyt saada 3200!!!

Joka sekin on vähä 6500 voitosta !

Olen tyytyväinen outoihin säännöksiini, mikäli saan edes tuon 3200 joka minulle kuuluu vähintään !

Nyt maksoitte vain viimeisen tallletuksen mukaan, joka oli 60 euroa.

Tämän kaavan mukaa en voi koskaa edes voittaa isoja summia koska ette maksa talletuksien mukaan vaan viimeisimmän talletulsen mukaan !!!

KUKAAN EI VOI jodneintee 500 talletusta !!!

Te ette edes toimi omien sääntöjenne mukaan !

You will transfer to my account the amount corresponding to the deposit of 340 euros, ie 3400 immediately, and you will act even within the rules you claim!

Siirrätte tililleni sen 340 euron talletuksen mukaisen summan eli 3400 välittömästi, niin toimitte edes niiden sääntöjen puitteissa mitä väitätte !

Hello Sensusan, Hello Casino Guru,

Gains are always on the deposit that generated the gains, not on previous deposits.

The deposit which generated the gains was of 60€.

We invite Mrs. Sensusan to contact us directly. We have been trying to reach Mrs. Sensusan to give further information and to confirm the payment of her withdrawal, but the telephone contact details on her account seem to be incorrect.

We remain available.

Best regards,

Mr James casino

My most recent deposit has been € 60.

If the casino always relies on that last deposit then the Casino will never have to pay out the customer's winnings.

Few deposit one-time payments of € 500.

I have deposited real money, I have not received or used the bonus money.

I have won a real money deposit 6500, and Mr. James Casino refuses to pay voittoani.

I have been in the context of Mr. James to the casino on the basis of their last message and I got the same answer from them, what you say now, that is, do not pay, voitostani than 10%, ie 600 euros, citing the last of EUR 60 deposit.

They do not take into account that I've previously deposited money to the casino a total of EUR 340 from the front, which tarkottaisi their säännöllään 3400 euro charge me the victory.

I find it unreasonable for the casino to rely on the final deposit because on that basis no one will ever win from Mr. James Casino other than a maximum of 10% of the deposit amount.

So I should have deposited € 650 into the casino before my win so I could anticipate my winnings and get the € 6,500 withdrawal made.

This is completely customer cheating!

Viimeisin talletukseni on ollut 60 euroa.

Jos casino vetoaa aina siihen viimeiseen talletukseen niin casinon ei tarvitse koskaan maksaa asiakkaan voittoja.

Harva tallettaa 500 euron maksuja kertaalleen.

Olen tallettanut oikeaa rahaa, en ole saanut tai käyttänyt bonusrahaa.

Olen voittanut oikean rahan talletuksella 6500 ja Mr. James Casino ei suostu maksamaan voittoani.

Olen ollut myös yhteydessä Mr. James casinoon heidän viimeiden viestin pohjalta ja sain saman vastauksen heiltä, mitä nyt sanovat, eli eivät maksa, kuin 10% voitostani eli 600 euroa, vedoten viimeiseen 60 euron talletukseen.

He eivät ota huomioon, että olen aikaisemmin tallettanut casinolle rahaa yhteensä 340 euron edestä, joka tarkottaisi heidän säännöllään 3400 euron maksua minulle voitosta.

Katson kohtuuttomaksi, että casino vetoaa viimeiseen talletukseen, koska sen pohjalta kukaan ei koskaan voita Mr. James casinolta kuin maximissaan 10% talletus summasta.

Minun olisi pitänyt siis tallettaa casinolle 650 euroa ennen voittoani, jotta olisin voinut ennakoida voittoni ja saada 6500 euron noston tehtyä.

Tämä on täysin asiakkaan huijaamista !

And I don't understand what they mean in the sentence of the previous post:

We invite Ms. Sensusan to contact us directly. We've tried to contact Ms. Sensusan to provide more information and confirm payment for her cancellation, but her account phone numbers appear to be incorrect.

I was in touch, they had nothing to do with me.

And I don't understand what the sentence means:

provide additional information and confirm payment of its cancellation.

I have the correct phone number.

Enkä ymmärrä mitä he tarkoittavat edellisen viestin lauseessa:

Kutsumme rouva Sensusanin ottamaan suoraan yhteyttä meihin. Olemme yrittäneet tavoittaa rouva Sensusania antamaan lisätietoja ja vahvistamaan peruuttamisensa maksamisen, mutta hänen tilinsä puhelinnumerot näyttävät olevan virheellisiä.

Olin yhteydessä, heillä ei ollut minulle asiaa.

Enkä ymmärrä mitä tarkoittaa lause:

antamaan lisätietoja ja vahvistamaan peruttamisensa maksamisen.

Minulla on oikea puhelinnumero.

Hello there,

Dear MrJames Casino team.

First of all, thank you for your cooperation in this case. 

I am sorry but the Casino.Guru team considers the rules like this as hidden and predatory.

You can find more information in our Fair Gambling Codex, section one Hidden and predatory rules, link below.

https://casino.guru/fair-gambling-codex-for-casinos

Please, could you reevaluate the case or is it your final decision?

Hello Sensusan, Hello Casino Guru,

Our Terms and Conditions state: If a player's accumulated deposit amount does not exceed €500, the player will be entitled only up to x10 the last deposit. (Withdrawals, Art.13.6)

This rule can be found in one click on our casino homepage: https://www.mrjamescasino.com/general-terms-conditions/?lang=en

By Casino Guru's own Fair Gambling Codex, this rule is not hidden (1. some casinos also apply rules that are not listed in their T&Cs (hidden rules).

All our rules are clearly stated in our T&C's so that all players can play with full knowledge of the casino rules, which can't be qualified as predatory since a player has the choice to agree to the T&C's.

We remain available.

Best regards,

Mr James Casino

Hello there,

Dear Mr. James Casino team.

Thank you for your cooperation.

Unfortunately, we consider this case as against our fair gambling codex: https://casino.guru/fair-gambling-codex-for-casinos.

This rule should never apply for real money play. It significantly changes the RTP and put new players who don't deposit €500+ at first deposit into very unfair position.

For example, if I deposit only €20 and bet them to a single number on roulette, my winnings should be 35x20=700, but instead, I can get only 10x20 = 200. Much worse is this rule in some slots where the winnings could be 500 - 2000 x bet. This rule affects the RTP, which is unacceptable. 

Dear Sensusan. 

I am sorry that we could not help you more. 

I am afraid that until somebody from the platform start thinking why their casinos are so poorly rated and decide to change their terms, we can't do much to get your winnings. Of course, we publish your complaint and give Mr. James Casino more black points but the rating is already close to zero.

Usually, I would recommend contacting the gambling authority but since the casino has this rule clearly in their T&Cs, I am afraid they are not able to do anything about it. 

For the future, I recommend you to choose the casinos with at least a very good reputation on our website (the resolution in case of any problem would be much easier).

Best regards, Jozef

Casino.Guru