Prime Casino remove my money from Neteller!

[PrimeCasino]

Originally Posted by bash_2357

Josh, Can you explain why you didn't even have the courtesy to explain to players that you had taken money from their neteller accounts? This is underhand.

Also, a reasonable casino would allow us to complete the wagering not to void all winnings. I am prepared to do this.

There is little doubt that this negative publicity is not going to help Prime. I URGE you to reconsider for the sake of probably a few hundred pounss ( which will be the case after you make me wager it !).

I would really like to know what CM's view on this is?

Hi Mohammed,

There is nothing I can do about Neteller "pulling back" payouts. This is something that every Casino is able to do and I don't imagine that it's going to change any time soon. I understand that this is a major issue for some of you but try to understand that the terms, regardless of what they were before, were this way when you intitially deposited. I have confirmation from support regarding this so your accusations of us not paying you out because you were on the old terms are simply not true. At the time you deposited, the new terms and conditions were in place and I've paid out a significant number of people who were on the old T&C's to be aware of who is and isn't on the list.

Having said that though, here is what I'm going to do. I believe that all of you have a valid point here and after sleeping on it, I agree that you should still be given the opportunity to play through your wagering requirements and not have your winnings simply "stripped away". I'm going to put your money back into your Casino account and when you finish the wagering requirements, you'll be free to withdraw.

I've contacted support and instructed them to take care of you and you should see your winnings back in your Casino account within the hour. I apologize for this inconvenience but I stand by what I said before regarding the T&C's. It is every players' responsibility to read and understand the terms before they deposit. I can't be held responsible for what you believe to be true based on other Casino experiences.

I hope that all of you find this to be fair and reasonable and if there are any other concerns along this vein, please PM me or email me first before getting upset in a thread in this forum. I'm always happy to hear what you have to say and to take suggestions seriously from the good people at CasinoMeister.

Best Regards,

Josh.

[uungy]

Originally Posted by XXLClubCasino

Hi Uungy

Please explain me either in the thread or in a PM where you feel our Casino is misleading players. I was always very confident that our T&C is clear and that all our commercial emails contain all needed information needed by the player to fully understand the given bonus or free cash.

I would be more than happy if you could point me to where you found something to be unclear or could be wrongly interpreted. I would then have it corrected or improved.

Thanks in advance, frank

In the past you have also had misleading emails, and as for having it corrected, that may be the case, however for previous cases prior to having it corrected, you displayed different terms

Its a similar situation to here, as you wouldnt go back on to the original terms, and "Frank" I believe the Manager, was really rude about it, and decided against communicating.

So I think out of the many casinos out there, you are the last to complain in regards to casinos changing direction after displaying one set of terms

[bash_2357]

Originally Posted by PrimeCasino

Hi Mohammed,

There is nothing I can do about Neteller "pulling back" payouts. This is something that every Casino is able to do and I don't imagine that it's going to change any time soon. I understand that this is a major issue for some of you but try to understand that the terms, regardless of what they were before, were this way when you intitially deposited. I have confirmation from support regarding this so your accusations of us not paying you out because you were on the old terms are simply not true. At the time you deposited, the new terms and conditions were in place and I've paid out a significant number of people who were on the old T&C's to be aware of who is and isn't on the list.

Having said that though, here is what I'm going to do. I believe that all of you have a valid point here and after sleeping on it, I agree that you should still be given the opportunity to play through your wagering requirements and not have your winnings simply "stripped away". I'm going to put your money back into your Casino account and when you finish the wagering requirements, you'll be free to withdraw.

I've contacted support and instructed them to take care of you and you should see your winnings back in your Casino account within the hour. I apologize for this inconvenience but I stand by what I said before regarding the T&C's. It is every players' responsibility to read and understand the terms before they deposit. I can't be held responsible for what you believe to be true based on other Casino experiences.

I hope that all of you find this to be fair and reasonable and if there are any other concerns along this vein, please PM me or email me first before getting upset in a thread in this forum. I'm always happy to hear what you have to say and to take suggestions seriously from the good people at CasinoMeister.

Best Regards,

Josh.

Josh, I am glad you are finally seeing some sense in the issue. It is a shame it has taken so long and involved so many people. Can you confirm that my account will be credited with £1130 ( i.e including the bonus that was removed?). Otherwise, it simply does not make sense for me to continue wagering as there is no bonus attached to it.

[XXLClubCasino]

Originally Posted by uungy

In the past you have also had misleading emails, and as for having it corrected, that may be the case, however for previous cases prior to having it corrected, you displayed different terms

Its a similar situation to here, as you wouldnt go back on to the original terms, and "Frank" I believe the Manager, was really rude about it, and decided against communicating.

So I think out of the many casinos out there, you are the last to complain in regards to casinos changing direction after displaying one set of terms

We never changed our T&C since our opening except for adding PokerThree as a restricted game and pointing out in bold that restricted games can't be played before meeting WR. No players were ever catch in those changes we even paid out a check of 1500£ to a "smart" player that played PokerThree and win 3 week after our T&C changes.

Please PM me your case for me to review, it's important to me as I do not agree to your statement "So I think out of the many casinos out there, you are the last to complain in regards to casinos changing direction after displaying one set of terms".

We try very hard not to mislead or trap any players as we are looking for long term profit and no quick and dirty benefits.

[XXLClubCasino]

Originally Posted by PrimeCasino

Hi Mohammed,
Having said that though, here is what I'm going to do. I believe that all of you have a valid point here and after sleeping on it, I agree that you should still be given the opportunity to play through your wagering requirements and not have your winnings simply "stripped away". I'm going to put your money back into your Casino account and when you finish the wagering requirements, you'll be free to withdraw.

Congratulation Josh,

This was the right decision to take and it will benefit all the online gambling industry.

[Vesuvio]

Re: Neteller - I've had experience (and I'm sure others have too), of a casino paying me twice and then taking the extra money back from Neteller when they realised. Although I was shocked they were able to take money from my account without informing me (and lost some trust in Neteller), they had a fairly strong case

This issue here is a hundred times worse. It looks like two weeks after the fact a casino can persuade Neteller to allow them to take money from someone's account for a mere technicality, with the casino taking no responsibility for their previous actions (actually I'd love to know what they told Neteller - I'd be very surprised if it was the same explanation we've been given here).

As others have mentioned, this is the casino equivalent of a player making a charge back. It shouldn't be possible, and wouldn't be with most payment methods. In the current situation Neteller can't afford to alienate their customers, and they need to rethink this issue. These chargebacks, if allowed at all, should be restricted to blatant errors (e.g. paying someone twice). In any case the customer should be contacted.

Otherwise Neteller's Achilles' heel - their being so dependent on casinos - could be their undoing in areas other than North America (a lot of players are already wary of keeping more than minimum funds with them).

[Casinomeister]

Originally Posted by tristan727

...I like the original terms at Prime best, contained gems like this...

Prime Casino is registered in Cyprus and is incorporated under whatever Elad said to put there.

Funny you should have this. This was posted on their site three weeks before they launched - more or less like a rough draft. I reviewed their website a few weeks ago and didn't see this.

Anyway - good that the smoke is clearing on this. I think the resolution is fair, and I hope this issue is settled.

[spearmaster]

Originally Posted by PrimeCasino

In addition, we're not pioneers in this respect either as Playtech seems to generally follow this rule as well. In addition, their requirements are twice as hard to meet.

Joshu -

I hope you have the balls to apologize for claiming that Playtech follows any rule - because they don't run any casinos and each operator makes its own decisions. The least you can do is get your facts straight.

[PrimeCasino]

Originally Posted by bash_2357

Josh, I am glad you are finally seeing some sense in the issue. It is a shame it has taken so long and involved so many people. Can you confirm that my account will be credited with £1130 ( i.e including the bonus that was removed?). Otherwise, it simply does not make sense for me to continue wagering as there is no bonus attached to it.

Mohammed,

I'm not "finally seeing some sense" at all. You have not been truthful with any of us regarding the initial T&C's as I can clearly see that on the day you deposited, the new T&C's were in place. Telling me they aren't is not going to change the reality that you haven't been truthful. As a good faith gesture to you and everyone else in this thread, I decided to put the money back in your account because I agree that this is something we should do for everyone. Even for those who make claims that aren't true.

Enjoy the rest of your stay at our Casino,

Josh.

[PrimeCasino]

Originally Posted by spearmaster

Joshu -

I hope you have the balls to apologize for claiming that Playtech follows any rule - because they don't run any casinos and each operator makes its own decisions. The least you can do is get your facts straight.

Hi Spearmaster,

You've unfortunately picked the wrong person to have a Playtech discussion with. I worked at Casino Partners for over a year as an Affiliate Manager and I can tell you two things that others can verify. The first is that Casino Partners is owned by Playtech and until quite recently, so was CPays. Playtech also indirectly had a considerably large share of IOGCasinos which is now owned and operated by PartyGaming. Though Playtech is a public company, the chief shareholder is a man named Teddy Sagit. Teddy is who we all had to answer to at Partners and the same held true with CPays.

I think it's your turn to apologize, my friend.

Josh.