The accredited Vegas Partner Lounge forced me to lose everything

[A23456789TJQK]

I signed up at 777dragon, deposit and got the intial deposit bonus, played and lost. I immediately made another deposit and this time I won and won and (after a few reversed withdrawals) I went on to cashin. 2 days later my withdrawal was denied and they sent me this email with all the terms for their bonus and whatnot. I complaint to support and their response was yet again some generic email with some terms and they told me how I played BJ and it only counted 5%. But I was NOT asking them about the bonus , I didn't take any with my last deposit!

They even told me to email support again so they could help me further!!!! This is first class service indeed.

Well readers could guess what happened next, with no means of getting money out when I legitimately won, I lost everything in attempt to fulfill terms I shouldn't be bound by. *sigh*

This is what ruins internet gambling. When you thought you found an 'ok' group to play with and you are willing to play there everyday even without a bonus and this is what you get. *sigh*

 

[vinylweatherman]

Tut Tut to both.

You are the life blood of the casino industry!
The main cause of this debacle is an error in the Microgaming system for tallying wagers prior to EZBonus.
What happens is that the software fails to recognise a bust out situation on a bonus, and then carries the WR over to the next deposit.
It can be a hell of a job explaining this to CS, and often one needs to keep on at them, sometimes quoting session numbers and balances from Playcheck (at this point they normally concede defeat, especially when their attention is drawn to the condition that server playcheck records are the final arbiter in a dispute).

Sadly, since you played and lost, they are unlikely to give back the original amount, but may offer compensation for the incompetence of the software, and the inability of their CS to read the whole E-mail before shooting off a standard reply. Other players have been caught by this, played and lost - the casino have then argued that they did not make you play at that time, and that you chose to play rather than assert your rights to have the T & C honoured.

In such a situation, and when you are certain you are in the right, it is best to not play at all, and let the account remain idle, even to the point of uninstalling it and telling them it goes back on the PC when they get the issue sorted. If they say you must withdraw again, do so through Flash logon, and tell them you don't play through the Flash interface, you are just withdrawing to assist them.

Don't forget, you have the choice to make the banishment from your PC permanent!

Those MG casinos with instant Neteller payments are what the industry needs. You get the money instantly if the EZBonus is in place, although it can still go wrong under the earlier system (and it DID, TOO!).

I am sure it can't cost that much more to do the instant payments, and they can always put a frequency limit on to prevent overuse.

 

[chuchu59]

No harm trying to PM the casino rep here. If the casino had insisted that they were right you had no choice than to play till you reached their WRs. Although you had lost everything, the casino should look into this and offer comepnsation if they are in the wrong.

 

[spearmaster]

Before we get too far... A-K said played and lost - he did not say busted or zeroed out.

A-K, how much was left in your account before you made your second deposit?

 

[The Dude]

No harm trying to PM the casino rep here...

A...K is in the red for rep points. When you get in the red, your PMing and search functions are disabled. I'll PM the rep for him.

 

[A23456789TJQK]

Before we get too far... A-K said played and lost - he did not say busted or zeroed out.

A-K, how much was left in your account before you made your second deposit?

I busted out, that's why I made another deposit.
If my memory serves right, I deposited $25 and got the $50 sign up bonus which I lost (balance=$0). I then deposited a $100 and played and withdrew and reversed and played and reversed (or did I even make a 3rd deposit I can't remember) but eventually I think I had $260 or so.

As you guys pointed out I don't think would actually refund me. I think even if they did I'd gamble and lose it all anyways. But I am just very very unhappy not being able to cash in when I win and these incompetent CS really can and will do anything to ruin your day. They actually told me to email them again for a better explaination. Can you believe this?

 

[A23456789TJQK]

A...K is in the red for rep points. When you get in the red, your PMing and search functions are disabled. I'll PM the rep for him.

Well thank you for being so thoughtful
but seriously what exactly have I done to deserve being labelled 'less than zero'?
I am gambler, I am technically a spender and are my demands of a little respect and a better service from these casinos too much? Nobody will come up here and spend time typing a post complaining a casino if he wasn't being wronged by the casino to begin with. My posts in the past are genuine but I am 'less than zero' in the forum I thought was designed for players like myself.

 

[spearmaster]

Rep points can be given by any member to another member. These points can be positive or negative, and usually reflect their opinion of a particular post, or sometimes the poster themselves.

I don't know what you did to get to -33 - I gotta say that's pretty bad, but somewhere along the line you must've attracted someone's attention in a negative way.

But don't worry about it too much. I think that as long as your posts are constructive or relevant they will quickly start heading in the other direction. Personally, I don't pay too much attention to my own rep points because these are a relatively new development here and I believe each member's own efforts here in the forums will properly reflect their reputation, or lack thereof.

By the way, in future, if you think you are being treated unfairly, don't play just to blow off steam - let the relevant people know and perhaps the issue will be solved. I find that when people do this (including me, btw), we typically play less carefully and end up blowing the lot.

 

[silcnlayc]

Interesting enough, this happened with me also at Cherry Casino this week. Somehow my Neteller deposit wouldn't go through the first time so I cancelled it (the banking screen was hung up) and I tried again and it went through. I saw my balance and it surprised me for it was 2 times my deposit (the first one must have went through I figured then ) plus a $15 bonus (which I did not ask for).

I e-mailed CS and asked what the requirements were since I recieved a bonus on my FIRST deposit but a second one went through by accident and added to my balance and I recieved no bonus on it. I was told I must play out all funds in my account to be able to withdraw any amount and to count towards my wagering requirements....hmmm...was not a happy person at all...for the second deposit should not have counted towards ANY wagering requirements..so...

I won some and knowing I wasn't close to meeting the requirements due to the double deposit... I too lost all my winnings trying to reach the requirements ....I even still have the e-mail which told me this...and I actually got up over $600 but I knew I didn't meet the requirements...sure made me a little upset..didn't even ejoy the session.....bummer..

 

[vinylweatherman]

Wrong.

This is wrong. If the extra deposit was due to a malfunction, it should be considered VOID, just as they would for a game result in similar circumstances. The WR should be based on the bonused deposit only, and they should allow the removal, or VOIDING of the second one as it was the result of malfunction.
It's not as if this particular issue with Neteller is new, the error messages generated are highly misleading, and may even SAY "just try again later". I have pointed out the misleading nature of the MG error message, but absolutely nothing has been done, yet all it needs is the replacement of a string of text, not hard is it!

The correct action is this.
If ANY deposit for ANY reason appears to malfunction, do NOT simply try again UNTIL you have checked with the source, such as Neteller online statements, to first see if the amount has been deducted.
If the amount has been deducted, players should contact the casino to manually credit the stuck deposit, if it has NOT been taken from source, then the automated banking function can be used as normal for a "try again".

 

[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]

my email to VPL

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 Players total account balance consists of a cash account balance and a bonus account balance.
A Players 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]

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]

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]

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.

 

[mitch]

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.

VPL

You simply have to do right by A-K here.

You must refund all the monies he had in the casino at the moment you misled him into gambling again.

In addition a little gift for all the hassle and stress you have caused him would be nice (and gift does not mean something with a WR with it!)

Lets be honest A-K appears to be a bit of a bonkers gambler, redepositing to chase losses, reversing cashouts etc.

If you had gotten into his good books by treating him well it is likely you would have got your money back many times over eventually.

Please read the 'We are Customers' thread and reflect! (failure to do so will cause Slotster to track you down lunchbox in hand!)

Mitch

 

[chuchu59]

VPL,

If you admit this is purely your mistake, your offer is simply ludicrous. For 777 Dragon, you should place the $265 back into his account with no strings attached as you had erroneously returned the cashin back to his account. The player should take some of the blame for his plight at Maple as he didnt even read the Terms and gambled away his balance.

 

[soflat]

VPL,

If you admit this is purely your mistake, your offer is simply ludicrous. For 777 Dragon, you should place the $265 back into his account with no strings attached as you had erroneously returned the cashin back to his account. The player should take some of the blame for his plight at Maple as he didnt even read the Terms and gambled away his balance.

I agree.

777 Dragon was the casino's fault. A gift of $25 bonus with an enormous WR is an insult.

The Maple incident was the player's fault.

 

[vinylweatherman]

Must agree

I agree.

777 Dragon was the casino's fault. A gift of $25 bonus with an enormous WR is an insult.

The Maple incident was the player's fault.

Must agree here. $25 @ 30x is an insult. It would have been better to have offered a non monetary comp and a PERSONAL apology (not a standard E-mail one). 30x is simply the EZBonus system, it was not intended as a personal affront!

I believe that 1500x only applies to Classic Blackjack (2% weighted) under EZ Bonus. Vegas Strip (10% weighted) is a 300x WR.

On the whole, EZBonus is an improvement in nearly all cases. I believe the previous terms for the ongoing 15% bonus was 10x D+B, and quite a few excluded games, including BJ. Wagering based on bonus alone makes the small but regular preferred deposit method bonuses worth having, rather than being a millstone round the player's necks.

 

[A23456789TJQK]

This is funny.
I also have an account with Casino US. When I lose there...as a matter of fact, yesterday!...the purchase bonus is never credited.

So when you win and cash out, they credit you with an UNWANTED bonus ALMOST IMMEDIATELY and not tell you and reverse your winnings and make you do push ups.

When you lose, such bonus will never arrive - they simply pretend they don't see you.

VPL, I will leave that Maple matter as it partially is my fault. But are you really treating the 777Dragon matter as closed?

I wonder what CasinoMeister has to say about this. This is totally unacceptable. VPL don't deserve any honours. If you will I will even let you log in into my casino accounts and you can see what VPL is trying to pull here.

 

[VPL]

This is funny.
I also have an account with Casino US. When I lose there...as a matter of fact, yesterday!...the purchase bonus is never credited.

So when you win and cash out, they credit you with an UNWANTED bonus ALMOST IMMEDIATELY and not tell you and reverse your winnings and make you do push ups.

When you lose, such bonus will never arrive - they simply pretend they don't see you.

VPL, I will leave that Maple matter as it partially is my fault. But are you really treating the 777Dragon matter as closed?

I wonder what CasinoMeister has to say about this. This is totally unacceptable. VPL don't deserve any honours. If you will I will even let you log in into my casino accounts and you can see what VPL is trying to pull here.

Hi A - K

Please check your email. I sent you a resolution regarding the 777 Dragon affair about half an hour ago.

Please note that Casino US does not offer an ongoing purchase bonus, as it has the Platinum Club Loyalty program instead. This is why there was no bonus credited to your account.

Regards
Schalk
VPL

 

[chuchu59]

I have accounts at both Maple and Crazy Vegas and I can tell you for sure that the crediting of bonuses has nothing to do with cashins, if any. Most of the time the bonuses are credited to your account within 4 hours. So be fair, if you didnt ask support not to credit you with the ongoing 15% bonuses, then you have to accept the fact that they are there per the Terms and Conditions.

As for Dragon 777, you can see from the posts that many of us are on your side and hope that VPL can offer you an amicable solution. Let VPL respond to the posts before jumping into conclusions that the case is considered closed. A wee bit of patience is often required.

 

[quber]

A wee bit of patience is often required.

A wee bit of patience wouldn't be needed if the casino did the right thing in the first place.

When will casino's realise that if they comp proper regular players when they truly have an issue that money will be wagered away and more deposits will follow. There are plenty of casinos to move to when you feel you are not treated fairly.

 

[A23456789TJQK]

The casino and I have reached an agreement and I now regard this matter as closed.

I've posted some wrong info throughout this thread, which includes:
1, the WR for the bonus offered by VPL is only 300x on BJ, not 1500x.
2, CasinoUS does NOT offer the 15% bonus like other VPL casinos.

As my rep points is still negative I am not at liberty to rectify these mistakes using the 'edit' key. But I stand corrected.


****
To Chu57
I think one of these online casinos should hire you as spokesperson. I see everytime a player has a problem you challenge him and challenge him and challenge him. What patience do you want me to exhibit in my situation?
1, I deposit and lost and deposit and play HARD and finally won
2, but meanwhile I losing my ass at other casinos of the same group
3, few days later they return my winnings
4, email suppot but keep getting brainless answers such as:
a, "email us again for a better explaination."
b, "you wagered only $75 on BJ" (NB: my cash in was $265 so maybe somebody could tell me how on earth it is possible to bet only $75 on a BJ hand and come out with $165 profit. )
5, I take precious time to post here at the forum.
6, and I was offered a $25 bonus with a 300x WR (some say this is an insult which I might have to agree)

AND YOU ASK ME FOR PATIENCE?

 

[Slotster!]

Please read the 'We are Customers' thread and reflect! (failure to do so will cause Slotster to track you down lunchbox in hand!)

Yeah! Take note casino's! Make sure the pictures of your slots look EXACTLY like they do in reality as well... Or else

 

[chuchu59]

The casino and I have reached an agreement and I now regard this matter as closed.

I've posted some wrong info throughout this thread, which includes:
1, the WR for the bonus offered by VPL is only 300x on BJ, not 1500x.
2, CasinoUS does NOT offer the 15% bonus like other VPL casinos.

As my rep points is still negative I am not at liberty to rectify these mistakes using the 'edit' key. But I stand corrected.


****
To Chu57
I think one of these online casinos should hire you as spokesperson. I see everytime a player has a problem you challenge him and challenge him and challenge him. What patience do you want me to exhibit in my situation?
1, I deposit and lost and deposit and play HARD and finally won
2, but meanwhile I losing my ass at other casinos of the same group
3, few days later they return my winnings
4, email suppot but keep getting brainless answers such as:
a, "email us again for a better explaination."
b, "you wagered only $75 on BJ" (NB: my cash in was $265 so maybe somebody could tell me how on earth it is possible to bet only $75 on a BJ hand and come out with $165 profit. )
5, I take precious time to post here at the forum.
6, and I was offered a $25 bonus with a 300x WR (some say this is an insult which I might have to agree)

AND YOU ASK ME FOR PATIENCE?

You didnt read the promotion terms for Maple and Casino US obviously and you slammed the casinos for this. 777 Dragon wronged you on this one but you seemed to be wrong on the other two. Obviously VPL didnt give you a satisfactory solution initially but after some of the posts in this forum which were one sided in your favour, you should have given VPL the opportunity to respond. And yeah, your time is precious but ours is too. I am surprised that you cannot be subjective on these matters lumping everything together. Our my posts are pro-casino and all the casinos listed in this thread are evil ie 777, USA and Maple. In your previous posts you said that USA casino didnt credit you with the bonus when you lost when they didnt even give out such bonuses. Well, it seems that you are one of the players that have been around for some time but dont even bother reading the terms but slam casinos just because of a gut feeling.

 

[chuchu59]

A wee bit of patience wouldn't be needed if the casino did the right thing in the first place.

When will casino's realise that if they comp proper regular players when they truly have an issue that money will be wagered away and more deposits will follow. There are plenty of casinos to move to when you feel you are not treated fairly.

We would be lving in a wonderful world if casinos always did the right thing. The truth is, they always dont. VPL has been responding to this thread and while the offer of $25 was way off the mark, with many posters condemning this, an opportunity should be given for VPL to respond again. The player is now lumping a third casino with his original complaint, making things complicated. The fact is, he is again wrong on this one.