XXLclub casino disappears with players' money!

[XXLClubCasino]

I'm know we didn't fully disclose our move with affiliates or players but all of them were clearly informed about our moves and the technical difficulties associated with it.

As you know every emails sent or forum post is directly made public and sometimes a little extra cautions is required. Without going too much into details you might understand that it might be smarter not to publicly disclose all upcoming organizational changes when you deal with governmental organizations.

Don't miss interpret what I was writing about your board. It's a precious entity in the online gambling industry and a great way to "self" regulate the industry. I fully accept your constructive critics and will do my best to solve the issues we are involved in. I've always been receptive to comments posted here at casinomeister and will continue to do so in the future.

Labeling a casino as unresponsive because he doesn't closely monitor the forum and post back is in my opinion not right but I will have to deal with it. I know that we have answer every players that have/had withdrawals problems and also answered all the PM send to me that were forwarded to my email account . Bryan and Max were kind enough to drop me an email alarming me of the 4 forum posts regarding player complains, thank you for this extra service!

[chuchu59]

Frank,

I am afraid you will have to post everyday for the next 2 weeks to appease players' fears.

[Trixa07]

hi xxl club
i guess i can expect my money now then.

i sincerely hope so

Jan Trixa

[maxd]

Originally Posted by XXLClubCasino

Labeling a casino as unresponsive because he doesn't closely monitor the forum and post back is in my opinion not right ....

No arguements there. Some casinos don't, and won't, post on message boards at all. I for one say "hurrah!" for your willingness to participate here. I've been in the biz for almost a decade and I can tell you that having an active presence here is a good thing for your casino, as long as everyone gets paid in a timely fashion, etc, etc.

I don't think anyone is going to blacklist you because you don't frequent the boards. Proper payouts + not available on the message boards = a decent casino; Proper payouts + responsiveness to message board issues = a better casino. See what I mean?

[winbig]

Originally Posted by maxd

No arguements there. Some casinos don't, and won't, post on message boards at all. I for one say "hurrah!" for your willingness to participate here. I've been in the biz for almost a decade and I can tell you that having an active presence here is a good thing for your casino, as long as everyone gets paid in a timely fashion, etc, etc.

I don't think anyone is going to blacklist you because you don't frequent the boards. Proper payouts + not available on the message boards = a decent casino; Proper payouts + responsiveness to message board issues = a better casino. See what I mean?

<devil's advocate>

But if the player(s) were kept in the loop to begin with, why would they need to bring their problem to the forum? (This goes for any casino, not any specific)

[vinylweatherman]

Originally Posted by XXLClubCasino

I clearly accept the arch critic addressed to XXL Club. The move to an independent casino wasn't planed like you said but we decided as a group to make this move, due to different opinions about how things were handled on a daily basis.

I would like to clarify that Playtech as a company as absolutely nothing to do with what happened and that the casino owners decided to go a different way, this after analyzing in details how the casino was running.

Please keep in mind that our main market as always been Russia and will remain Russia. Due to Russian law changes we had to rapidly make structural changes so not to risk having the B&M casinos that are part of the same group closed.

Honestly I also don't think that we need to be saved by anyone! I like to participate in this forum as the members are well informed, interesting and knowledgeable but casinomeister is only representing a infinite small part of our target market and will only have a small impact on our global revenue.

Nevertheless one unpaid player is one too much and we need to correct this.

This looks like Russia changed the law, and the owners decided to "jump ship", leaving everyone in the lurch. This "move" was more of a scramble to get things restructured to adhere to the new laws, get hold of more investors to "own" the casino, and engage a new processor. At the same time, the old processor also "jumped ship" and refused to complete the payments that had already been placed in their system, but didn't bother to tell the management at XXLClub. SOME players were clearly not kept up to date on what was happening, as these are the ones who have posted here. The WEBSITE could also have been used to carry a message as to the current status of the move, and by changing and dating this status message regularly, players could see that the casino was still a currently running entity.

The comment about being unable to monitor all the forums is true, no-one could be expected to keep on top of them all, but where you are an active member, such as here, a sudden 2 month silence DOES get interpreted negatively, it would not have been hard to keep up to date with forums you participate in.

There may not be too many Russian players here, but I am sure they have their own forums, and may very well be discussing this 3 month hiatus there, but in Russian. If any of these Russian players have been left owed money, this has probably also been aired to the Russian customer base.

It would have been better to ensure ALL outstanding payments had been made BEFORE this temporary 3 month closure, it was unpaid players that started this thread, not those complaining they could no longer open new accounts, and/or deposit.

After 3 months, there is also the danger that current players have simply moved on, they are hardly likely to just give up playing while they wait for an unspecified amount of time to get back into XXLClub, there are other offerings for the Russian market.

[XXLClubCasino]

Originally Posted by Trixa07

hi xxl club
i guess i can expect my money now then.

i sincerely hope so

Jan Trixa

Hi Trixa

Please PM me your XXL Club account.

Thanks
Frank

[nottsccole]

I am owed £1804.

I sent a private message to XXLClub's rep.

I've been told repeatedly by customer service that I would be paid as soon as the technical problems with XXLClub are resolved. Although, their customer service has not responded to any of my emails in at least two weeks. The rep on this forum told me in a PM that I was on Playtech's bonus banned list. Now I have a few casino accounts, with Playtech, and I've gotten bonuses on more or less all of them, but I doubt that is true that I am completely banned, I get bonus offers frequently for my accounts on Bet365 and a few other sites as well.

Anyway, XXLClub's response was that because I apparently appear on this list, he would "try" to "at least" get me back my deposit. With the obvious implication that he would be thieving my winnings after they've already been delayed several weeks.

Not very reassuring. I'll let you know if I actually get paid, but until then I would definitely avoid the casino at all costs.

[XXLClubCasino]

Originally Posted by nottsccole

I am owed £1804.

I sent a private message to XXLClub's rep.

I've been told repeatedly by customer service that I would be paid as soon as the technical problems with XXLClub are resolved. Although, their customer service has not responded to any of my emails in at least two weeks. The rep on this forum told me in a PM that I was on Playtech's bonus banned list. Now I have a few casino accounts, with Playtech, and I've gotten bonuses on more or less all of them, but I doubt that is true that I am completely banned, I get bonus offers frequently for my accounts on Bet365 and a few other sites as well.

Anyway, XXLClub's response was that because I apparently appear on this list, he would "try" to "at least" get me back my deposit. With the obvious implication that he would be thieving my winnings after they've already been delayed several weeks.

Not very reassuring. I'll let you know if I actually get paid, but until then I would definitely avoid the casino at all costs.

You know exactly that your playing behavior is typical for bonus abusing and you will for sure get your deposit back. Casinos can decide to lift your sanction or you were flagged on the Playtech platform at a later date.

By the way three of the players that are complaining here and that have PMed me for withdrawals are flagged as bonus abuser on the playtech platform or even flagged for fraud.

The problem is always the same most of the time players posting complains in the forum are very often blocked for fraud or flagged as bonus abuser.

How to best handle bonus abuser is a very tricky task but slowly and surely we will make full right of our T&C to minimize our exposure to bonus abusers.

http://www.xxlclubcasino.com/terms.html

9.8 We reserve the right, at our sole discretion, to offer and advertise from time to time promotions, bonuses or other special offers and each such offer will be subject to specific terms and conditions which will be valid for a limited period of time. In connection with the specific terms of the above promotions, bonus and special offers, we further reserve the right to withhold any withdrawal amount from your account which will be in excess of your original deposit. In addition, we reserve the right to withhold or otherwise decline or reverse any pay-out or winning amount or amend any policy in the event that we suspect that you are abusing or attempting to abuse any of the following: (i) bonuses; (ii) other promotions; or (iii) specific policy or rules determined in respect of an existing game or a new game.

For over a year we have been paying bonus abusers without further investigation but this will definitely come to an end.

Fair gaming should also apply to players and not only to operators at least this is my point of view.

I honestly believe that honest players will be better of not to take any bonuses and get a higher comp ratio and kickback bonuses without any restrictions.

We are now finalizing a new bonus concept that will get rid of signup bonuses. We will take into account that our new player signup rate will drop but as a counterpart our retention rate will dramatically improve. I'm sure this will be the way the online gambling industry will head in the near future. Deposits bonuses only create major problems for players and operators and it's just not worse it!

[sdaddy]

Originally Posted by XXLClubCasino

For over a year we have been paying bonus abusers without further investigation but this will definitely come to an end.

Fair gaming should also apply to players and not only to operators at least this is my point of view.

I honestly believe that honest players will be better of not to take any bonuses and get a higher comp ratio and kickback bonuses without any restrictions.

We are now finalizing a new bonus concept that will get rid of signup bonuses. We will take into account that our new player signup rate will drop but as a counterpart our retention rate will dramatically improve. I'm sure this will be the way the online gambling industry will head in the near future. Deposits bonuses only create major problems for players and operators and it's just not worse it!

So why not just eliminate your problem by implementing the new bonus structure?

Addressing the issue by using subjective "bonus abuse" criteria to confiscate winnings, as done in these recent cases, is not going to look good in the eyes of many players.