Casino Cups Ask Blog
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Unfair or Broken Game
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Typically, a dispute about the fairness of a game would be a matter we would suggest that you directed to the Gambling Commission. We would consider that an allegation of cheating.
However, sometimes, if a customer’s complaint is very specific, that a particular game has not been delivering the returns that a customer has expected, we may ask the operator to supply data relating to the customer’s gameplay and to the total outcome of recorded results of a particular game.
We often remind customers that if a game promises to return, say, 90% of stakes to players, this does not mean that a customer depositing £100 into his or her account should expect to withdraw £90 at the end of their gameplay. If they only bet a total of £100 the average return should be £90, but in the process of playing casino games, customers often reinvest their returns and the ‘average return to player’ figure governing a particular game refers to the total stake money, not the total deposits.
Game Software Issues
As regulator of the gambling industry in Great Britain, the Gambling Commission sets out specific technical standards that licensed operators must follow. These cover, for example, what should happen to a game that is interrupted by server or software failure.
The most common complaints received by IBAS are:
- A slot game has interrupted during a feature round and when connection has been restored the returns are less than the customer expected to receive
- A bet on a live dealer game, such as roulette, has appeared on the customer’s device but not been settled as successful when the result of the game confirms the bet to have been a winner
In the first case, the Panel will ask to view the logs of the game to see whether the game outcome is recorded and to identify whether the reason for the game being interrupted was as a result of the company’s equipment or the customer’s. The Panel will consider whether the operator has acted fairly in the way that the interrupted game has been treated.
In the second case, the Panel will again request the operator’s server logs of bets to identify where the problem may have occurred. We often find that the difficulty is caused by apparent temporary loss of internet connection at the customer’s end, where the software allows bets to be displayed on the customer’s device but without communicating them to the operator’s server.
If it emerged that the bets had been communicated to the operator but somehow not fed into the game (e.g. if it was operated by a third party) the Panel would consider whether it was fair to deny a customer any winnings that he or she might otherwise have achieved.
Disputed Offer Terms
Where a customer complains that an operator has not honoured an offer or promotion in which they have participated, the Panel will consider the terms of the offer, the actions of the customer and the way the terms of the offer were advertised to customers.
Gambling operators should ensure that they adhere to the law and to regulatory requirements regarding accessibility and transparency of terms governing special offers. Customers should take care to read the terms and conditions governing special offers before they agree to participate. You should not assume that the terms governing a similar offer with a different online casino will be the same as the casino you are currently using.
Our Panel will also consider whether the terms of a particular offer are fair in their own right, however clearly they are displayed.
We have received some complaints that an operator has not honoured a ‘VIP’ arrangement. Some customers have reported having longstanding agreements with operators, for example that routinely refund a certain proportion of losses to regular customers. Customers in those situations should take care to clarify whether these types of arrangements form part of the contract between customer and operator or whether they are an informal arrangement that can be offered or withdrawn at the operator’s discretion.
Hello again from me, Dermot Gallagher, and welcome to another week’s blog with a difference. Yes, a difference, because it’s you, the readers and listeners, who have set the agenda.
The following are a sample of the questions submitted and include queries about Law, my career or the bizarre.
Dominic from Nottingham asks:
What was the toughest match you undertook?
Wow, tough question to start. However, Dominic, in my experience you may think a match is tough but in reality it actually has tough phases.
Matches, in general, have intense periods that see peaks and troughs. It is the intensity and length of the peaks that determine people’s perception of how tough a match has been.
For me the toughest period I ever encountered was in the FIFA Military Games in Egypt 2001.
I was appointed for the final group match between Syria and the Ivory Coast to be played in front of a full house 34,000 in Alexandria.
As the group table stood Syria would have to win to progress to the quarter finals and Ivory Coast had to avoid defeat.
The second half commenced with Syria leading 2-1 and both teams believing they could achieve the result needed to reach the knockout stage.
That all changed in the 58th minute. A Syrian header towards goal beat the opposition goalkeeper and a defender, on the line, handled it clear.
Penalty. Red card. Goal. 3-1. Jogging back to the half way line I could sense the atmosphere on the pitch change – and not for the better.
I think the Ivory Coast players saw that as the end of their tournament and their disappointment boiled over. There were fierce tackles and within the next 20 minutes a further five yellow cards shown plus another red for a two footed tackle.
The 81st minute then produced the worst moment of the match.
Still leading 3-1 and now against nine opponents, a Syrian forward attacked towards the penalty area. Coming towards him a 6ft plus defender who lifted his boot and lunged his studs into the forward’s thigh, bringing his studs down towards his knee.
Another red card. A forward who’s thigh was wide open and probably not going to take any further part in the tournament let alone the match.
Many would describe as a senseless act and left the Ivory Coast with eight players. Ironically, it actually seemed to diffuse the intensity as both teams realised it was sensible to see out the last nine minutes almost like a testimonial match.
For me though, it had been 23 of the toughest minutes in my 22 professional years.
Danny of London asks:
What was the difference refereeing me at The Emirates and Stamford Bridge as opposed to Thierry Henry or Didier Drogba?
Danny, in a word, pace! Yes, unbelievably that’s the only difference.
For the last few years I’ve been privileged to have been asked to referee some corporate matches at the end of the season on Premier League grounds.
It’s a wonderful experience. It gives me a chance to have another run out at such fantastic venues. It’s incredible seeing the faces of players that day as you see their dream unfold and they get to play where many of their heroes had before. It’s fun being grilled by many as to what it was like to referee Henry, Bergkamp or Ian Wright. Across the city it’s Drogba, Lampard and John Terry.
When the games start though all that is forgotten. To the players on the day it’s the most important game in the world and the only way to referee it is with that in mind.
Yes, they may not be able to run as fast. Yes, they may need to use rolling subs and take more rest. And most certainly yes, they want to perform to their best and win. They want to make sure their dream is fulfilled – albeit more sedately.
Darren from Norwich asks:
What were the best and worst parts of being a professional referee?
Great question Darren! Without doubt the best parts were the training, preparation and the match. Simple you may say – but it was.
I’d receive my appointment Monday at 4pm and then my focus began. Depending on whether my match was Saturday, Sunday or Monday I’d then map out my week.
Firstly my training was planned. I had to get in my tough, long, intense sessions giving me enough recovery time prior to match. It’s no use burning yourself out on the training field and having nothing left in the tank come match day. I’d got to litter this with speed sessions and ensure I also had rest and recovery time.
My preparation included travel plans, whether I would need to travel the night before. My dietary plans, focusing on when and what I’d need to eat pre-match.
Further preparation would be liaising with my colleagues as to their travel plans. Working out our meeting point and departure time for the stadium on match day. Pitch inspection, warm up times and time to be in tunnel would all be sorted.
The match? That was the greatest part of my week. The challenge, the feeling out there is indescribable – it was like living your dream week after week after week and it never lost any of its sparkle.
The worst part? Easy! Travelling back after matches.
Casino Cups Ask Blog 3
That may come as a massive surprise to many, but for me, it was the only downside and eventually ground me down.
Going to a match I’d be so excited I felt I could drive to the other side of the world. I’d be thinking of the players, the stadium, the games I’d had there before – it was amazing.
When the game had finished I’d shower and change and then I’d hit my wall. I just wanted to be home. I never ever relished getting into my car for that journey and as each match went by that journey seemed to become tougher.
Russell from Dumfries asks:
Playing in my Sunday League I slipped the ball past a defender in the penalty area. He was attempting a sliding tackle and as he fell back the ball clearly struck his arm which he was using to cushion his fall. We felt it was away from his body but the referee said no penalty.
Interesting Russell. There have actually been a few of these incidents in the Premier League this season and I’ve been asked similar.
Prior to this season there were some guidelines issued regarding handball and this was part of it.
When you think of the situation the defender has to put his hand down somewhere, gravity alone dictates that. It was decided that if the players hand is on the ground, in a somewhat supporting action, and the ball strikes the hand or arm that play would continue and no penal offence would have occurred.
I believe that is a wise decision and have to tell you, even though you were upset at the time, your referee did apply the law correctly.
Well, I hope you liked that – I certainly did. I’ll try and sieve through some more next week and hope, by then, we’re closer to a resumption as I’m really missing our beautiful game. Thank you.
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