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I have been a user of DoubleU Casino since June of 2014 and play regularly and like many, I win sometimes but the odds usually are such that I lose much more than I win. My habits are usually to bet big and continue doing so in hopes of getting a large residual pool of chips (virtual currency required to play that has no withdrawal value and cannot be exchanged for other goods or services).
The chips are strictly used for entertainment and you get a certain amount free each day but not enough to be competitive with other players. So chip packages can be purchased for sums that go up to 1000's of dollars. I am actually classified as a Diamond VIP which means nothing other than you have spent a lot of time and money playing on this site. Only chip discount coupons and increased daily free chips as well as a special VIP casino are received as perks.
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On October 7, 2014 I logged in like normal, began playing their new video poker game which is a favorite of mine although when the jackpots are large the odds become impossible. I am quite adept at this game and have gotten jackpots which were repeated twenty times in one round of 500 hands. SO when I won a series of jackpots I began my normal routing of increasing my bets. But I was super lucky today because I was up to the trillions of chips level in no time. A friend was visiting and also was experiencing this same major streak of big wins.
Something which troubled me however was the each time I won amounts in excess of 1.3 trillion, I was automatically disconnected from the server and had to log in again. This happened several times and when such an event occurs, the user loses those chips and are not made whole because their 'network connections' are bad. This is a resourding citation of their support group. If erriors occur the user is usually just out the chips. So up login the 4th time, I was reset to 197,000,000,000 (197 billion chips) which was way less than I had won but it is a significant win so I went about playing other games and slots.
The video poker machines were inaccessible so an apparent malfunction had occured IN FAVOR of the Users of DoubleU Casino. A few minutes later I was playing and my chips were reset from 197 billion to 40,000 and so I sent an email inquiring as to the reason. My cousin and his friend who also play were present as well and two of us were reset in this manner but my cousin was not. My e-mail inquired as why my chips were removed and the response I got which is below was unbelievable. In my e-mail I included their stated policy aginst reimbursing for chips removed: See Below
10. Reimbursement Policy
“Reimbursement” means a compensation for damage or loss in in-game currencies and goods, including but not limited to chips, Premium/VIP membership period and gift, daily free spins (“items”).
A. You shall be reimbursed if conditions i) and ii), below, are satisfied.
i) Your request was raised within 30 days after the occurrences of damage or loss.
ii) Claim has been raised from one of the following damages or losses:
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a. Damage or loss in items from server instability, server crash, system malfunction, shutdown due to maintenance, or operational mistake.
b. Damage or loss in items from bug, glitch, code or logic error, erroneous policy, or mistaken operation.
c. Damage or loss in items from abnormalities correspondent with activity logs on DoubleU Casino’s system
Their insulting response is below but basically they implied that we had intentionally abused a glitch (we had no idea existed) and to be fair they had to remove all the chips (including ones we bought previously). No notifications were sent regarding the error, just a complete removal of all chips won which is not the the action their policy states they will take.
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On Oct 8, 2014 9:27 AM, 'Kevin Smith'
Dear, Nosaj Tluanihs.
I'm Kevin, the customer service manager at DoubleU Casino.
I sincerely apologize for any inconvenience caused.
There was an issue that video poker players could build up numerous chips by abusing a glitch.
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To make it right, we forfeited all the chips those players had won through the glitch.
Please understand that we had no choice but to forfeit those chips since it is fair for the other players who didn't abuse the glitch.
Thank you for your patience.
P.S.) It would be very appreciated if you could leave your inquiry on Help Center(http://apps.facebook.com/doubleucasino/?action=helpdesk), our primary communication channel for customers.
Best regards,
Kevin.
2014-10-08 3:59 GMT+09:00 Nosaj Tluanihs
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So a quick review and survey of other friend on the site showed that they saw (and retained) wins which upped their chips by as much as 100 billion. Most of the jackpots on the machines were thousands of dollars only. My own cousing did not have his chips removed so this was a clear arbitrary targeting of people whose habits were such that they won large sums during this time. When an error ovccurs in the player's favor, DoubleU will imply that you are to blame and takes all of your chips.
The fact that this occurs and the added fact that at 1.3 trillion, I was auto disconnected means that they have safeguards in place to prevent big user wins in excess of 1.3 trillion. I knew that there was some degree of rigging in place but this chance occurence made it much more obvious. As far a recourse, we have none, because the customer service is the only layer your can e-mail and no direct contact info exists. I tried to ask my financial institution to rescing amounts paid in light of this failure to follow their stated policy which was the premise for my acceptance of their terms of service. But online games are not covered, so they can do this without recourse. Facebook hid the help post I submitted because it was about a third party app. The Casino must have purged the logs because no history shows but it does show on my facebook activity log. My cousin kept all of his billions of chips. So just be aware that this company has in fact rigged winnings payout that are large and when an error occurs in your favor, they will make themselves whole (even these chips have no real value).
What do we do?