[IN PROGRESS] King Neptune's seizes my cashout ...

[chuchu59]

Originally Posted by lots0

If the casinos are hostile toward public airing of complaints... I say screw em.

If that is their attitude, wanting to keep all complaints quiet... Then they must have something to hide.

I see a lot of casinos that don't seem to mind dealing with complaints in public. I think is shows the casino is working to be honest and take care of players.

All this secrecy is just a bunch of crap for bad casino practices to hide behind and the players deserve better.

It is understandable if casinos take a hostile stance against public airing of complaints as it puts them under a negative light and when they had no opportunity to address the problem. IMO whenever a casino has not had the chance to respond, complaints should be carefully worded so as to draw a response from them. After all, this is not a bashing game but rather an avenue to resolve issues amicably.

Edlonger seems to have stated the facts as they are and did not resort to bashing the casino so Neptunes should not really feel aggravated especially since they sent out a standardized mail which didnt fully describe what the player had done wrong. As with 90% of all cases, communication is vital and King Neptune seems to have done poorly in not addressing the problem properly. Actually, which player will accept having a withdrawal confiscated without a solid reason?

[vinylweatherman]

Originally Posted by Casinomeister

BTW - Carmen Media (Bellerock) picked up the Trident Lounge group about a year ago. There were a number of press releases that announced this. It's also archived in our news section. Only recently did Trident Lounge move over to BR completely. It was a slow process, but nevertheless not a surprise.

Quite, but they are not exactly publicising the fact, and currently King Neptune casino runs under a "stale" site, yet still allows new players to sign up. It is the terms posted at KING NEPTUNE that count, NOT those of BelleRock itself. I recently posted the main BelleRock homepage, and this CLEARLY makes no mention of King Neptune casino in the stable.

If the player broke the T & C, why are the casino unable to say which term was broken. This only implies the only term "breached" was the "FU Clause", which allows the casino to unilaterally decide whether to pay regardless of individual terms. No LEGITIMATE business would be allowed to behave in this manner toward a paying customer, so if online casinos want to be seen as legitimate they must start to behave like it, and give customers PROPER explanations for any problems they may have, and have a proper, AND EFFECTIVE internal complaints process. making a "final decision" and then ignoring all correspondence are the actions of a "rogue trader".

This problem probably results from a discontinuity in the merging of these two brands, with the decisions being made under the BelleRock rules, but with the "stale" King Neptune website still operating under "Trident Lounge" rules.
BelleRock rules differ in two important respects to those at the old Trident Group, one being that BelleRock now only allow one bonus over the entire group, and the second being that of currency, players should use their own. Since Microgaming support the Canadian Dollar, Canadian players should use this, or at least the US Dollar. Use of the Euro, and particularly the UK Pound, are going to get an account flagged for "bonus abuse".
Since this player already has problems with BelleRock, it is no wonder they faced "summary execution" when they turned up at King Neptune and tried to walk off with a win from the SUB.

[mishun]

I AGREE 100% VWM. Belle Rock pulled the same stunt on me. I played at Lucky Nugget back in sept. I deposited $50 and got the $200. I met wager requirement and cashed out $2200+ I was denied without reason. Bare in Mind before the USA Ban. I was a 5 year affiliate of Belle Rock

Andre: Our records indicates that your casino account was locked last year September and your $50 deposit was refunded back to you
tln10XXXXXXr: yea but why?
tln10XXXXXXr: i never gotten a reason
Andre: No reason has been given. As per the terms and conditions of Belle Rock Entertainment no reason needs to be given
Andre: When you registered your account, you acknowledged that the Casino is not obliged to give you prior notice of its decision to refuse, deregister or exclude or suspend you, nor to furnish you with any reasons for such decision.

This whole group of casinos is on my RIP List!

[maxd]

FWIW, we've recently had the BelleRock rep help out on a King Neptune's PAB and it was resolved nicely. I'd say there is good reason to expect that they'll take this issue seriously as well.

And for those of you who have been following the off-topic portion of this thread please note that I'll be trimming that stuff out and moving it over to The Attic under the heading "was King Neptune ...".

[vinylweatherman]

Originally Posted by mishun

I AGREE 100% VWM. Belle Rock pulled the same stunt on me. I played at Lucky Nugget back in sept. I deposited $50 and got the $200. I met wager requirement and cashed out $2200+ I was denied without reason. Bare in Mind before the USA Ban. I was a 5 year affiliate of Belle Rock

Andre: Our records indicates that your casino account was locked last year September and your $50 deposit was refunded back to you
tln10XXXXXXr: yea but why?
tln10XXXXXXr: i never gotten a reason
Andre: No reason has been given. As per the terms and conditions of Belle Rock Entertainment no reason needs to be given
Andre: When you registered your account, you acknowledged that the Casino is not obliged to give you prior notice of its decision to refuse, deregister or exclude or suspend you, nor to furnish you with any reasons for such decision.

This whole group of casinos is on my RIP List!

In my view, this kind of behaviour by a casino is UNACCEPTABLE, they are simply behaving like a rogue, and reneging on a bet. This is what needs to be stamped out in this industry, players need to have a proper appeals process against this kind of thing. If you had lost, you would have seen Lucky Nugget keep your $50 and never tell you there was a problem that meant you could not win.

Either there has been a 1000% increase in fraudulent players over the last year or so, or a large increase in casinos behaving badly. I know what I believe to be the case.

[sdaddy]

Originally Posted by vinylweatherman

If the player broke the T & C, why are the casino unable to say which term was broken. This only implies the only term "breached" was the "FU Clause", which allows the casino to unilaterally decide whether to pay regardless of individual terms. No LEGITIMATE business would be allowed to behave in this manner toward a paying customer, so if online casinos want to be seen as legitimate they must start to behave like it, and give customers PROPER explanations for any problems they may have, and have a proper, AND EFFECTIVE internal complaints process. making a "final decision" and then ignoring all correspondence are the actions of a "rogue trader".

Amen to that! Regardless of whether or not the casino has a perfectly valid reason for seizing winnings, it has a duty to explain its actions to the affected player.

[lots0]

Originally Posted by maxd

how would you like it if next time your mother-in-law wanted to have a chat she started the conversation by hitting you with the a 2-by-4 and stomped on your toes for good measure.

So Max you've met my mother-in-law, have you...

Seriously, I guess I should have been a little clearer in my last post.

No casino wants bad publicity or someone bad mouthing them all over. That is understandable and I'm well aware that there are people that will make bogus complaints for a variety of reasons.

The bogus complaints should be dealt with like Bryan does here, name, shame and ban.

However, there is also the good publicity that comes from a casino handling a valid complaint in public in a fast and reputable way. People do understand that everyone makes mistakes.... even the casinos. It is how you handle the mistakes that most people judge you by.

I know for myself there have been several casinos I have dealt with ONLY because I have seen their rep handle a public complaint or situation in what I consider to be an open and fair manner.

So, I guess it comes down to, how the casino wants to be viewed by players. It is the casino managements choice, if the casino wants to be viewed as being secretive and shady, looking like they have something hide or out in the open with nothing to hide. I do believe the casinos take a very big risk when they appear to not be completly out in the open and trustworthy, after all this a business based almost entirely on trust.

BTW - I have been working with BelleRock as an affiliate for about seven or eight years and for the most part I think they are one of the best of the best. I just disagree with them on this issue of not wanting to air complaints in public.

[edlonger]

Well, great. They sent me my withdrawal statement which has a payment of 100 EUR (my deposit) and seizing my winnings as an "Adjustment."

eCOGRA got back to me today saying they will start the investigation. Who knows how long it will take...

[Roar]

Originally Posted by Casinomeister

BTW - Carmen Media (Bellerock) picked up the Trident Lounge group about a year ago. There were a number of press releases that announced this. It's also archived in our news section. Only recently did Trident Lounge move over to BR completely. It was a slow process, but nevertheless not a surprise.

Will the accredited casino list be amended to reflect that change?

Very confusing.

[maxd]

eCOGRA got back to me today saying they will start the investigation....

I should think this would be a positive step forward. Based on this I'm upgrading the thread to "In Progress".