KING NEPTUNES Is Withholding My Winnings!

[piecar]

King Neptunes is not paying me almost 8,000 GBP.

I read the Terms & Conditions at King Neptunes website and the only video pokers on the list of excluded games were Aces video poker and jacks or better video poker. Deuces Wild was NOT on the list of excluded games in regards to the bonus money.

I deposited and played on April 1st in the evening.

I played slots, cyber stud poker, tri card poker, and deuces wild video poker.

They sent me an email that they changed their terms at midnight on March 31st.

Here is a copy of the email they sent me:


Hello xxxxxx

We carried out a thorough investigation to ensure, like we also do, that we deliver what we promise. When you claim a welcome/sign up bonus, you are advised to read the Terms & Conditions of that bonus when you claim it. We never change the Terms & Conditions of any promotion without advising our customers accordingly. We can not notify would-be customers, because we do not know who they are if they have not registered yet. The new Terms & Conditions took effect on March 31 at midnight; you registered, made your first deposit and claimed your bonus in the evening of April 1. It was your responsibility to read the Terms & Conditions that govern the £200 bonus when you claimed the bonus.

You played on Deuces Wild 10 Play Power Poker, a restricted game, with the £200 welcome bonus you claimed, before you played on any other games, including any appropriate games. Since you accumulated winnings with your game play on an excluded game, these winnings have been deemed null and void. Because you continued to play with these void credits to accumulate your additional winnings, all of your winnings have been deemed null and void. We have removed your totaled £7,794 in winnings from your withdrawal and your account balance based on our terms and conditions for the welcome bonus.

We are sorry this is not the answer you wish to hear.

You will notice that we copied eCOGRA on this issue. We have earned our reputation by always conducting our business ethically and with integrity. We are also strong advocates for responsible and regulated gaming; were one of the 1st casino group's to earn the eCOGRA Seal of approval (http://www.ecogra.org) and have received numerous independent awards.

Regards

xxxxxx


I told them, "Look, I saw different terms and I played by the rules so why are you doing this to me?!?"

I had more than 8000 GBP in my account and they reduced my balance to ZERO. I don't know if what they are saying about the Deuces Wild is true or not; all I remember is that I before I played only Aces and Jacks or Better video pokers were excluded, but deuces wild was okay.

The only thing I am guilty of is an honest mistake.

Even if they are right and they changed terms hours before I deposited and played, is it right to just void my winnings? Where is the goodwill? Someone wins big at your casino and you just decide just not to pay them?

King Neptunes told me that they informed eCogra of the situation. I haven't heard anything from eCogra so I assume that they are siding with King Neptunes. But I think eCogra is a sham anyway, especially after reading all of the complaints against them in the online forums...

If anyone can help me with this, I could sure use the help.

[ewhitaker]

This does not seem right at all!

I have played in many online casinos with welcome bonuses and never heard anything like this!

Even if Deuces Power Poker was an excluded game, they could have told you that you can't make a withdrawl until you have met the terms meaning you would have had to wager more on slots or other included games. Your winnings should NEVER have been deemed null and void!

Bit of advice to anyone that plays casinos with bonuses. Don't apply for the bonus until you have run out of your own money first. That way if you win right away, you can withdraw your winnings with no worries on bonus conditions.

[Boomx2Brian]

Well I will be sure not to play there.

[kenneth2816]

piecar:

I am assuming the e-mail you posted was perhaps from a later exchange with the casino since no mention was made of your deposit. Did you get your deposit refunded?

Secondly, you are technically bound by T&C on the date you actually deposit. There can be no possible way the casino COULD know that you were (as you say) unaware of T&C changes overnight.

Thirdly, you can verify ALL play via PlayCheck. I am confident you will find you DID play exactly as they say you did, thus validating the fact that your "restricted" winnings gave you an accumulated pot to further play NON restricted games.

If it were me, and I did get the deposit refunded, I would try to play it through again. Honest mistake or not, the casino is well within its bounds, and this particular group enjoys a very solid rep for being above board, IMHO. I personally deposited $100 at their sister casino, got the matching bonus, and cashed out a very sizeable win with zero problem.

My apologies if this reply seems unduly harsh to you.

[Vesuvio]

Originally Posted by piecar

Even if they are right and they changed terms hours before I deposited and played, is it right to just void my winnings? Where is the goodwill? Someone wins big at your casino and you just decide just not to pay them?

Unfortunately the casino will almost certainly get away with this. eCOGRA will rule in their favour if the casino's actions are even vaguely covered in the terms and conditions (all the way to accepting the cover-all "bonus abuse" terms). To be fair to King Neptunes, though, the terms are pretty clear here (this is another trap for players to watch out for - at many casinos it's fine to play any games but they just don't count to the wr):

If you play any of the restricted games, which subsequently results in winnings, this play will not fulfill/complete the play through conditions. These winnings may be deemed null & void and will be removed/confiscated from your account balance or withdrawals at the sole discretion of Trident Entertainment Group.

That said, they have the discretion not to remove your winnings and in the light of the fact you played only hours after the terms changed I definitely think they should display some good will by restoring your balance and asking you to complete wagering if you haven't already.

Failing that, it'd be worth trying to confirm exactly when they did change the terms (perhaps some other player noticed?) - casinos often don't do this immediately and it's also possible your web browser didn't load the updated page.

[nowinsituation]

Originally Posted by piecar

King Neptunes is not paying me almost 8,000 GBP.

I read the Terms & Conditions at King Neptunes website and the only video pokers on the list of excluded games were Aces video poker and jacks or better video poker. Deuces Wild was NOT on the list of excluded games in regards to the bonus money.

I deposited and played on April 1st in the evening.

I played slots, cyber stud poker, tri card poker, and deuces wild video poker.

They sent me an email that they changed their terms at midnight on March 31st.

Here is a copy of the email they sent me:


Hello xxxxxx

We carried out a thorough investigation to ensure, like we also do, that we deliver what we promise. When you claim a welcome/sign up bonus, you are advised to read the Terms & Conditions of that bonus when you claim it. We never change the Terms & Conditions of any promotion without advising our customers accordingly. We can not notify would-be customers, because we do not know who they are if they have not registered yet. The new Terms & Conditions took effect on March 31 at midnight; you registered, made your first deposit and claimed your bonus in the evening of April 1. It was your responsibility to read the Terms & Conditions that govern the £200 bonus when you claimed the bonus.

You played on Deuces Wild 10 Play Power Poker, a restricted game, with the £200 welcome bonus you claimed, before you played on any other games, including any appropriate games. Since you accumulated winnings with your game play on an excluded game, these winnings have been deemed null and void. Because you continued to play with these void credits to accumulate your additional winnings, all of your winnings have been deemed null and void. We have removed your totaled £7,794 in winnings from your withdrawal and your account balance based on our terms and conditions for the welcome bonus.

We are sorry this is not the answer you wish to hear.

You will notice that we copied eCOGRA on this issue. We have earned our reputation by always conducting our business ethically and with integrity. We are also strong advocates for responsible and regulated gaming; were one of the 1st casino group's to earn the eCOGRA Seal of approval (http://www.ecogra.org) and have received numerous independent awards.

Regards

xxxxxx


I told them, "Look, I saw different terms and I played by the rules so why are you doing this to me?!?"

I had more than 8000 GBP in my account and they reduced my balance to ZERO. I don't know if what they are saying about the Deuces Wild is true or not; all I remember is that I before I played only Aces and Jacks or Better video pokers were excluded, but deuces wild was okay.

The only thing I am guilty of is an honest mistake.

Even if they are right and they changed terms hours before I deposited and played, is it right to just void my winnings? Where is the goodwill? Someone wins big at your casino and you just decide just not to pay them?

King Neptunes told me that they informed eCogra of the situation. I haven't heard anything from eCogra so I assume that they are siding with King Neptunes. But I think eCogra is a sham anyway, especially after reading all of the complaints against them in the online forums...

If anyone can help me with this, I could sure use the help.

I know where you are coming from. You should get paid! The only reason they put terms in there is so they don’t have to pay you. You are asking for help at the wrong place if your asking the guy that runs this place because he has casinos out there that are screwing people as well. He may say and make it look like he is trying to help but trust me he is not on any of us players side he is one of them in Descries. I have casinos over the Internet that owe me over $200,000.00. The best Casinos to play at are the ones that say they will pay the same day. Spanish Luck Casino pays just go talk to Tex and tell him COS**** sent you he will take good care of you. Black Dog Casino is another that will pay you the same day. The Casinos that have to hold your withdraws for days, do not trust them. I am thinking about opening up a web site to help people and advise them of what to look for. I have lost over a 1/2 million over the Internet and have a lot of experience. I don’t plan on owning any of them and you dam sure cant trust someone that is playing both sides. I mean look at the picture of the meister, that tells everything.

[Pinababy69]

Black Dog? Spanish Luck? Man, you must be smoking some good shit in Corpus Christi there bud, lol.

Originally Posted by nowinsituation

I mean look at the picture of the meister, that tells everything.

And whatever the hell that's supposed to mean, I don't have a clue. Make sure you give me a link to this website you're going to open, I'm always up for some comic relief.

Edited to add that an attitude like you're displaying sure isn't gonna help the original poster in any way. Piecar, have you PM'd the Trident rep here and explained the situation? Not sure if it will do any good, but it's certainly worth a try. God, I'm still shaking my head at this guy, what a great post, ha ha ha.

[Vesuvio]

Originally Posted by nowinsituation

You are asking for help at the wrong place if your asking the guy that runs this place because he has casinos out there that are screwing people as well.

Nowinsituation - don't derail a thread with absurd accusations. You'll just be rightly banned, but unfortunately in the mean time you're reducing the OP's chances of seeing any of his winnings.

[elscrabinda]

It really pains me to see King Neptunes in this forum and not the positive one. I've only ever had good experiences with them and to see them pulling this kind of stunt is a real shame.

Of course they're allowed to do it. I'm sure they've covered themselves well enough with their terms but for a group of this calibre sticking to terms should not be the issue. Trust is whats important and EXCLUDING games has no other purpose but to be able to confiscate winnings later. RESTRICT them, fine but do not exclude them unless you are actively picking a fight. The games he played did not have a player edge. He gained no advantage from playing them and to confiscate winnings on these grounds is pathetic.

[GemG7]

Originally Posted by nowinsituation

I know where you are coming from. You should get paid! The only reason they put terms in there is so they don’t have to pay you. You are asking for help at the wrong place if your asking the guy that runs this place because he has casinos out there that are screwing people as well. He may say and make it look like he is trying to help but trust me he is not on any of us players side he is one of them in Descries. I have casinos over the Internet that owe me over $200,000.00. The best Casinos to play at are the ones that say they will pay the same day. Spanish Luck Casino pays just go talk to Tex and tell him COS48945 sent you he will take good care of you. Black Dog Casino is another that will pay you the same day. The Casinos that have to hold your withdraws for days, do not trust them. I am thinking about opening up a web site to help people and advise them of what to look for. I have lost over a 1/2 million over the Internet and have a lot of experience. I don’t plan on owning any of them and you dam sure cant trust someone that is playing both sides. I mean look at the picture of the meister, that tells everything.