Racetrack Casino refusing bonus for no good reason

[liquuid_fusion]

I have been looking through the Casinomeister accredited casinos list recently after deciding to try out a few new casinos. I found and signed up with "Racetrack Casino" (Playtech) and deposited £300 in anticipation of receiving the 100% signup match bonus.

I should mention that before I deposited, a live chat window popped up and a CS representative tried her hardest to convince me to take the 200% upto £50 bonus instead... reasons for which are unknown to me

After depositing £300, the bonus was not automatically credited as per the description on the site:

http://www.racetrackcasino.com/promotions.php

I contacted the casino manager at lobbymanager@racetrackcasino.com and asked to have my bonus credited as it appeared not to have worked automatically, before receiving the following reply:

Dear liquuid_fusion,


Let me begin by thanking you for choosing to play with us at Race Track Casino.

I checked your account for details and noticed that you had deposited a £300 and were not matched. This is happening because our system is trying to eliminate professional players from good players. This has nothing to do with you personally. It is something that happens automatically. We will be happy to see you try the casino. You can come and play with your deposit.


I would like to personally invite you to come and try the games with and meanwhile give us some time to re-evaluate your account.


Please email me in case of further doubts and I will be happy to assist you.

All the best and great winnings!


Warm Regards,

Martin Soul

Lobby Manager

Race Track Casino.

So it seems they are refusing me the bonus based on me being a "professional player" (bonus abuser?). I've never signed up to this casino and have accounts at maybe 5 other Playtech casinos, not in the same group. I'm hardly going to play at this casino if they are going to refuse the advertised signup offer *after* my deposit, for no good reason.

It will now take about a week to get my money back to Neteller if I withdraw.

I'm really surprised to find behaviour such as this at a CM accredited casino

It would be nice to get the bonus credited, but if not then I feel I should report this anyway to warn other players of this casino's practices.

[henryVIII]

Is this true? There is nothing missed out from the events?

IF so, it is quite clearly attempted fraud.

Id need to know for sure that there isnt more to the story but still a very weird and worrying email.

[soflat]

So it seems they are refusing me the bonus based on me being a "professional player" (bonus abuser?). I've never signed up to this casino and have accounts at maybe 5 other Playtech casinos, not in the same group. I'm hardly going to play at this casino if they are going to refuse the advertised signup offer *after* my deposit, for no good reason.

Actually it kind of seems like a good reason. Why would they just throw money away?

[liquuid_fusion]

Well, it's just the fact that they enticed me to sign up with all the advertisements for a bonus etc and then refused to give me it. I haven't broken any rules or anything. I wasn't even expecting to cash out anything, especially since it's a sticky/phantom bonus and i've not been having the best of luck recently!

I should add that I don't consider myself to be a "professional player" or bonus abuser etc.

I do take most bonuses if they are offered, but there is no harm in that. I play a lot without bonuses at casinos which have been good to me.

[chuchu59]

This is a lame excuse from the casino not to give bonuses. If they regard you as a pro player why did the CS rep offer you the 200% bonus up to $50. Kinda strange.

What actually do they mean by re-evaluating your account? Could it be that they are actually checking on why there is an automatic refusal of the bonus to you and that it is possible that they will credit your account manually later or are they prompting you to play and then determine whether you are a pro. Until this is cleared up, I wouldnt spend a single dime on their games if I were you.

[liquuid_fusion]

Actually it kind of seems like a good reason. Why would they just throw money away?

Indeed, why should any casino honour a bonus advertised on their site?

[paul02085]

I guess its better they did this now than if they gave it to you and then refused to honor a withdrawal later, but its still sounds cheap to me especially for an accredited site.

BTW, I am glad to make the aquaintence of a "professional" player.

Just another reason not to play Playtech sites.

[vinylweatherman]

Are we missing something, how could they LEGITIMATELY know that you were a professional if you had done no business with them before (as in the group, not just RaceTrack). Misuse of confidential personal data springs to mind, irrespective of how "good" a player you are.

The fact that the CS tried to convince you to take a different bonus looks like they knew something even BEFORE you deposited £300, so the deposit itself was not an issue.
Central negative databases, yep- believe it and ignore the industry denials about it's existance. (I have just found one admitted to for Carmen Media and Proc Cyber).
I am certain a casino rep earlier informed us that these central negative databases were a thing of the past except for outright fraud (nothing to do with play patterns).
Perhaps they determined you were "pro" from the affiliate tag you came through?

[henryVIII]

Actually it kind of seems like a good reason. Why would they just throw money away?

Erm ... maybe because that is what they promised??

Very odd response there??!

[liquuid_fusion]

Are we missing something, how could they LEGITIMATELY know that you were a professional if you had done no business with them before (as in the group, not just RaceTrack). Misuse of confidential personal data springs to mind, irrespective of how "good" a player you are.

No, you're not missing anything. If there is a central playtech database then I guess I might be deemed a bad player (from their point for view) since I believe i'm in profit overall at the playtechs i've joined in the past. But i've never had a problem like this before - in fact just last week Aspinalls offered me a very generous bonus.

I'm not sure what they mean by "professional". Obviously there is not really such a thing as a "pro" at a casino where all the games have a house advantage. I can only assume that they think i'm going to try and make a profit from their bonus.

I certainly haven't been involved in any fraudulent activity.

I think i'll be avoiding any more playtechs from now on!