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

[edlonger]

I deposited 100 euros to take the 100% bonus match on the website, and signed up for an account with King Neptune's Casino (and no other affiliated casino of theirs). I played video poker and slots and won around 600 euros, fulfilling the bonus wagering requirements mainly on slots, and made a withdrawal for my full balance. A few days later they asked for documents, which I sent in, and then they locked my account.

Shortly thereafter, I got an email from them stating:

Hi there Ed,

Thank you for e-mailing Trident Entertainment Group.

Our Operations department has locked your account and confiscated your withdrawal.

Your account will remain closed indefinitely.

This has been done as you were found not to have complied with the terms and conditions for the King Neptunes new player sign-up offer you claimed.


For this reason, your winnings were confiscated, and all purchases you have made (?100) on this account (tknrxxxxxxx) has been processed back to you via your Click2Pay account.


Your ?100 was processed on the 27th January 2008, and you can expect to receive this credit within 2 to 4 business days.


We trust that the above information has been of use to you.

Should you require any further assistance, or wish to offer any comments or suggestions, please feel free to contact us. Our friendly helpdesk is available 24 hours a day, 7 days a week, for your convenience.


Thanks and regards

Gian
Entertainment Executive

That is blatantly false - I have adhered to all the terms and conditions of the wagering of the bonus, and played only allowable games (video poker and slots).

I filed an eCogra complaint and a PAB. They are accredited!

How annoying - I am having a possible problem at Belle Rock, too, but that's a whole other thread...

[maxd]

Normally we advise players to take _one_ of those avenues to file their grievance, not all of them at the same time. It's for your own good really: if there are several efforts to resolve your issue happening at the same time then we're likely to stumble over each other, get things crossed up, etc.

Also, some casino management people view a post on the boards as a hostile gesture, especially if you haven't yet tried to contact them directly and resolve things, and that can be another impediment to getting the issue settled.

In light of this I'll hold off on the PAB until you hear back from eCOGRA. If that proves unsatisfactory then I'll chase the PAB at that time. I will however alert the BelleRock rep to this thread.

[edlonger]

Okay, we'll see - the BelleRock person got in touch with me. That's weird though, because I thought King Neptune's way not the same. Oh dear, there are so many confusing things I have no idea what is going on, especially since I have an issue with BR too.

Sorry about contacting everyone - it's a lot of money to me, and I was just following what I saw on the website. Thanks for helping.

[winbig]

Also, some casino management people view a post on the boards as a hostile gesture, especially if you haven't yet tried to contact them directly and resolve things, and that can be another impediment to getting the issue settled.

IMO, there's no real reason to try and contact them to resolve this issue...The following statement pretty much backs up the fact that it's the casinos final decision (without getting a 3rd party involved).

Our Operations department has locked your account and confiscated your withdrawal.

Your account will remain closed indefinitely.

Just my 2c

[edlonger]

They can keep my account closed for all I care. Just pay me my money.

[RobWin]

This has been done as you were found not to have complied with the terms and conditions for the King Neptunes new player sign-up offer you claimed.

Ed, exactly what terms and conditions are they claiming that you did not comply with ?

[edlonger]

Ed, exactly what terms and conditions are they claiming that you did not comply with ?

I posted the whole email. I have no idea.

[maxd]

IMO, there's no real reason to try and contact them to resolve this issue...The following statement pretty much backs up the fact that it's the casinos final decision (without getting a 3rd party involved). ...

Yes, but I am that third party so when I go to the casino and they see the same issue up on the boards they get hostile at me which, I'm sure you can imagine, is not how I like to open negotiations.

[winbig]

Yes, but I am that third party so when I go to the casino and they see the same issue up on the boards they get hostile at me which, I'm sure you can imagine, is not how I like to open negitiations.

Touche` So true, so true....

It's even in the PAB section (never read it before, sorry )

If you choose to publicize your complaint in the public fora, we reserve the right to disregard it. Making complaints a public issue will usually derail most arbitrations.

[RobWin]

I posted the whole email. I have no idea.

The first thing I would do then is just simply call and ask them...you have to start at the source first ...