The accredited Vegas Partner Lounge forced me to lose everything

[VPL]

Hi There A - K,

Could you please email your details (Acc number) to me at schalk at 777dragon dot com, and I can look into the situation.

Regards
Schalk

[A23456789TJQK]

To CM,
Thank you for bringing VPL up, I appreciate your help truely.

To other kind readers of this thread,
For the record, I am posting an email I just sent VPL in its entirety (with account numbers removed). As you will see I was also being treated unfairly by Maple Casino so in case you are returning to VPL you have been forewarned as to what might happen to you and your money.

"Hello

I actually have two complaints about two VPL casinos, 777Dragon (I posted over CasinoMeister) and Maple (I have not posted about this). I will try to make things simple:

777Dragon- T7dr03xxxxxx
1, opened account and deposited $25 and got bonus and lost everything
2, almost immediately made a fresh deposit of $100
3, played, withdrew, reversed, played, withdrew, reversed etc and finally cashed out $265
4, two days later the $265 was returned as your support say I didn't met wager requirements
5, complaint to support, no use
6, forced to play and lost the whole $265

Maple- vmcr031xxxxx
1, on 6/13/2006 deposited $100, played and lost everything
2, immediately made another deposit of $100, played, withdrew, reversed, played, etc and finally withdrew $228
3, the other day, I found $25 in my account which I played and lost. (As you can I see I am very much a player who reverses withdrawals. I thought I did not cash in my whole balance and left $25 there that's why I played.)
4, three days later my withdrawal of $228 was returned and I was asked to wager a crazy sum. I had no idea what's going on, but having just dealt with your 'professional' support team (777Dragon) I knew you won't be satisfied until I lost everything, which I did.
After I lost, to my astonishment I learnt from Playcheck that $25 was NOT my own money but actually a bonus being credited on 6/13/2006- I DID NOT ask for this bonus and this bonus was given while my account was literally EMPTY- my withdrawal of $228 has passed the 'pending period' and long gone from my account when I checked. I didn't receive any email telling me I was given a bonus neither. How can an honest casino sneak a tiny bonus into a player's account long after his withdrawal and then return all the money and apply a wager requirement on everything?

I really don't think you guys are treating me fairly. I am not a high roller but I play $10/$20 a hand BJ so I don't know whether you think my business is nothing or what. The aforementioned sum ($265 and $228) could be lost anyday by me but I really do not like being forced to wager and I think it's a shame not to allow players withdraw when they win.

I thank you for taking time to look into this matter.
Regards,
Tina "

[A23456789TJQK]

Between my start of this thread and yesterday I am down $2k playing $10-$50 BJ over the three casinos of the Trident's Group and Vegas7 (not sure which group it belongs).

VPL's returning of my winnings at both instances really got me 'going' I guess. Damn I really need a rest, not returning when I can win or at least when I win I am paid.

[soflat]

With that Maple Casino situation, I thought maybe you got the 'Bonus on every deposit' bonus. But that is only 15% and you got $25 on a $100 deposit, so it must be something other.

Anyways, you shouldn't have to clear the bonus if you lost it (unless there was a different bonus system when this happened).

The current T&Cs state:
"A Player’s total account balance consists of a cash account balance and a bonus account balance.
A Player’s cash account may be cashed in at any time. "

I had a similar, but much better, experience with a VPL casino last week. I deposited and won, withdrew. While the wdw was pending I got an email that I had not cleared the bonus and my cashout was reversed. I was quite surprised there was a bonus (I hadn't read the website). However, I had the option to forfeit the bonus, and their support made me aware of that option.

[VPL]

Hi A - K,

Maple Casino :

The $25 in your account was the ongoing 15% credited for the two deposits you made in short succession.

These bonuses are credited to your account automatically (in this case, almost exactly an hour after your deposits), but can be opted out of. All you need to do is send an email to support, requesting NOT to receive any bonuses on your account.

Also, you can request the bonus to be removed from your cashin amount, and you will then not be bound by wagering requirements. Support should notify you of this when the money is placed back into your account.

777 Dragon :

I have checked with our Finance Department, and I have confirmed that this was purely our mistake. Your account was in fact zeroed out prior to your subsequent deposit.

I apologise, as there is no excuse for this kind of support, and I have forwarded your details to our VIP hostess, who will be in touch with you shortly.

Hopefully this type of situation should not occur again, as we have recently implemented the EZBonus system across all our brands. This should simplify all bonus issues, and make life a little easier for players as well as support staff.

Please do not hesitate to contact me if you have any more queries.

Regards
Schalk
VPL

[chuchu59]

As usual, a prompt, straightforward and detailed reply from VPL plus an apology. Nothing of the ' BS excuses' which we often hear from some casinos. The only thing outstanding is some training for your CS staff. You cant handle each case personally, can you?

I hope that the VIP hostess has something in store for A-K and that he will come away a satisfied customer.

[A23456789TJQK]

Originally Posted by VPL

777 Dragon :

I have checked with our Finance Department, and I have confirmed that this was purely our mistake. Your account was in fact zeroed out prior to your subsequent deposit.

I apologise, as there is no excuse for this kind of support, and I have forwarded your details to our VIP hostess, who will be in touch with you shortly.

I was given a GENEROUS comp by your hostess - $25 with a 30x wager requirement! So that's what a returning player's worth, eh?

As you appreciate the fact that it was TOTALLY your mistake, I think the refund of my losses is the only appropriate thing to do. That's what I'd do if I were running an honest business. Because if I don't do that from now on I can stiff whoever I like by reversing players winnings and have them lose and in the end pretend to be sorry and give them a trashy $25 sticky bonus with a 30x WR. But of course that is only my opinion.

$25 sticky bonus is a total joke and I wonder how you can expect me to be a satisfied customer. Never again will you clowns get my business again. (Sorry CM, I think I signed up my VPL accounts under you.)

As a matter of fact none of any online casinos will get my business anymore. I hope they ban online gambling in US and you get no customers, then you will know how to treat them right.

[Devo11]

Originally Posted by A23456789TJQK

I was given a GENEROUS comp by your hostess - $25 with a 30x wager requirement! So that's what a returning player's worth, eh?

As you appreciate the fact that it was TOTALLY your mistake, I think the refund of my losses is the only appropriate thing to do. That's what I'd do if I were running an honest business. Because if I don't do that from now on I can stiff whoever I like by reversing players winnings and have them lose and in the end pretend to be sorry and give them a trashy $25 sticky bonus with a 30x WR. But of course that is only my opinion.

$25 sticky bonus is a total joke and I wonder how you can expect me to be a satisfied customer. Never again will you clowns get my business again. (Sorry CM, I think I signed up my VPL accounts under you.)

As a matter of fact none of any online casinos will get my business anymore. I hope they ban online gambling in US and you get no customers, then you will know how to treat them right.

I'm sorry but thats an absolute joke by VPL.

Casino screws up when the player obviously wanted to withdraw and due to the casinos incompetent staff the player is not aloud to cashin and forced to wager and loses. After admitting the error the casino compensates with one of the crappiest bonuses I've seen in a while.

No wonder this industry is under attack by the US. These casinos have the right to do whatever they want with no "Real" recourse.

Congratulations VPL for once again providing evidence why this industry is incapable of regulating itself.

[soflat]

Originally Posted by Devo11

I'm sorry but thats an absolute joke by VPL.

Casino screws up when the player obviously wanted to withdraw and due to the casinos incompetent staff the player is not aloud to cashin and forced to wager and loses. After admitting the error the casino compensates with one of the crappiest bonuses I've seen in a while.

No wonder this industry is under attack by the US. These casinos have the right to do whatever they want with no "Real" recourse.

Congratulations VPL for once again providing evidence why this industry is incapable of regulating itself.

If support did not inform customer that bonus could be removed, then I agree that it is an absolute joke.

The Casino Rep said that customers are being informed of this. And in my own experience I was informed that bonus could be dropped (before I even asked).

By the way I never heard VPL giving out sticky bonuses.

One other thing, I don't see any need to bringing up the attack by the US everytime someone has a problem with support.

[A23456789TJQK]

I never asked for the bonus nor have I expect to be credited.

I am a BJ player, why they hell do I want their bonus for? So that I have to wager it 1500x times????
More importantly, I never received any notifications about bonus being credited. This is total, absolute lie about customers being informed as such.


This has become very simple. When you win, VPL almost immediately credit your account with a bonus and without notifying you AFTER you have withdrew the money. If a player plays it by mistake then the casino has an excuse to reverse the player's winnings and rape him with the impossible WR (30x on slots, 1500x on BJ).

This is actually more than a joke, this is outright rogued behaviour.