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David H of Heusenstamm, Germany, will not be receiving $3500 in winnings from the Bingo Las Vegas Casino Caribbean because, he was told, he was logged in twice.
The casino did, however, return his last deposit of $140.
He insists that he did not play on both log ins at the same time and that the casino changed its T&Cs retroactively to make the double log in against the rules. (This is not the first complaint Gambling Grumbles has received saying that BLVC changed T&Cs after the fact. The other case cancelled payouts of winnings and deposits of a British student who had used the same IP as someone else.)
Cindy, of the casino's Affiliate and Player Relations Department, says that David was not only logged in twice at the same time but also played on both windows.
"(David's) activity was alerted for a variety of reasons, the spotlighted one is the sheer amount of winnings he made in a 10- minute period being impossible, and the amount of action he had was not possible by a human being (unless multiple windows were accessed)," she told us.
She denied that the T&Cs were changed retroactively, saying "at the time of play at 20:14 on 07-Feb-2010 was against the Terms & Conditions."
David wrote to Gambling Grumbles saying, "I've won much more then I lost in this Casino (around 12K winnings total) and they searched a reason to get rid of me . My account was frozen for 3 months and they always told me 'we have to investigate'. During the time my account was frozen they updated their Terms and made a new clause that it's not allowed to be logged in 2 times in one gaming session".
Before contacting BLVC, Gambling Grumbles wrote back to David asking if he had been playing on the two log ins simultaneously and he said he had not.
"I did this 2 or 3 times consciously in January or February because the casino had 2 tournaments ending at the same time and during switching within one log in session took too long because their site is often very slow.
"However the casino claimed that I logged often 2 times before. This doesn't make sense since there was no reason to do it because the number of tournaments was much less and they never ended at the same time. So this could be explained by connection errors or a bug at their casino if you log out and then click on the tournament leader it appears an error message 'you're performing an illegal action and your IP has been logged out'.
"I don't know how that is possible since you are logged out but this message appeared when I logged out and clicked on tournaments . I was not playing at the same time I was just skipping between 2 leaderboards and when someone had a better score then me then I started playing . This should be a gaming session between 5 or 10 mins I was playing the tournaments in the end. Please note that I made also a lot of winnings with regular gambling and not tournament play. They had a lot of buy in tournaments so they have also stolen from all players who paid the buy in."
Cindy said that the multiple log ins "was not only noticeable to our Fraud & Risk, but to his fellow players registered on our site in which received several complaints regarding (David) specifically. (David) claims he did this unintentionally 1 or 2 times which in fact he would do this continuously."
She added that "In the interest of attempting to keep a civil relationship, we offered to return his last deposit (even though he has proven that his purpose with his funds were completely malicious in nature). This was the decision of our Company director. We even have chosen to keep his account open, as everyone is allowed to make mistakes in life".
For all that, however, Cindy accused both David and the British student of slandering the casino and told us, "We do not stand for blackmail, slander, and especially false statements against our Casino....It will be resolved in a court of law".
Gambling Grumbles, of course, has no subpoena power, no way to put either players or casinos under oath, and certainly can not require either to take a lie detector test. In most cases, both the casinos and the players agree on the facts and Gambling Grumbles merely helps them see each other's point of view. In some cases, the arguments put forward by one side or the other are, on their face, proof that the particular side is wrong.
In this case, however, it comes down to the casino's word against the player's. Was David playing on two log ins at the same time and was that against the T&Cs at the time? As we have no way of knowing, we have topped this report with a large circle, meaning that we can not resolve the complaint or judge fairly who was at fault.
Each reader, of course, is free to make his own decision.
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