ECOGRA and Vegas poker casino don't pay.

[MiniVegasGroup]

Hi Ritasilva

Firstly, everyone here at MiniVegasGroup and Vegas Poker Casino wish to apologise for the frustrating time you have had.

You have absolutely done the right thing in complaining to both us and ECOGRA and we fully admit that while you received comprehensive replies in attempt to rectify the problem, this issue was not addressed in accordance with our typical professional standards.

As a Casino our business is people, and primarily our relationship with our clients. We apologise profusely and ultimately suffer in your loss of faith because we are only ever going to be as good as our reputation; albeit typically a very good one which we work hard to preserve.

As highlighted above by Max, your difficulties were particularly trying to fix. When a breakdown in communications between ourselves, ECOGRA and of course yourself occurs like this, it can be difficult to determine where the problem begins and ends.

Despite sending all audits to you and repeatedly checking and assessing the terms and conditions under which you had played, today we noticed you had reached the right balance to cash out before receiving €15 but not the wagering requirement. We have sent the reminder cash-in back to you via Neteller.

Please note that each cash-in is checked manually and despite every effort to avoid any error, sometimes confusion can inevitably arise once the client has received several promotions with different Terms and Conditions.

The suggestion that our casino would orchestrate a problem like this as a ‘trick’ is an understandable outside perception. The reality is that the €15 free, given without bonus wagering requirements, was literally given as a gesture of good will to encourage clients to enjoy playing with us, not as a means of retaining or generating further funds.

Other posters who have highlighted the importance of client consent in awarding free credit are quite right to do so. We understand this naturally dubious attitude to these circumstances, however we would like to stress that this free cash bonus was credited to Rita Silva’s CASH BALANCE, not BONUS BALANCE. This illustrates our intentions in giving out said bonus at cost to our casino. The sole intention in doing so was to encourage players to enjoy the bonus and play with us, nothing more.

That would be totally unethical and go against every business practise and licensing we retain here within The MiniVegasGroup.

The promotion given to you was in no way intended to make cash-ins difficult. It was a bulk promotion sent to many clients that had not used their account for a while, with a view to welcoming them back to Vegas Poker.

We are sorry for your frustrating ordeal here Rita Silva and we sincerely apologise. Rest assured that it is people like you; who choose to raise these paramount issues in a productive and comprehensive manner, who help us to stop them from reoccurring.

We appreciate your help and patience.

Our most sincere apologies,

The MiniVegasGroup

[Ritasilva]

I have received my money finally!!!

I want to thank Casinomeister, maxd ,vinyl, grandmaster- you guys are the best! From the start I knew this was a lack of communication between me and casino, and this website has helped me to fix that communication problems. Well done, Casinomeister!

I am also glad to see Vegas Poker acting responsibly and acknowledging their mistakes. That is a good sign in my view.

[vinylweatherman]

Hi Ritasilva

Firstly, everyone here at MiniVegasGroup and Vegas Poker Casino wish to apologise for the frustrating time you have had.

You have absolutely done the right thing in complaining to both us and ECOGRA and we fully admit that while you received comprehensive replies in attempt to rectify the problem, this issue was not addressed in accordance with our typical professional standards.

As a Casino our business is people, and primarily our relationship with our clients. We apologise profusely and ultimately suffer in your loss of faith because we are only ever going to be as good as our reputation; albeit typically a very good one which we work hard to preserve.

As highlighted above by Max, your difficulties were particularly trying to fix. When a breakdown in communications between ourselves, ECOGRA and of course yourself occurs like this, it can be difficult to determine where the problem begins and ends.

Despite sending all audits to you and repeatedly checking and assessing the terms and conditions under which you had played, today we noticed you had reached the right balance to cash out before receiving €15 but not the wagering requirement. We have sent the reminder cash-in back to you via Neteller.

Please note that each cash-in is checked manually and despite every effort to avoid any error, sometimes confusion can inevitably arise once the client has received several promotions with different Terms and Conditions.

The suggestion that our casino would orchestrate a problem like this as a ‘trick’ is an understandable outside perception. The reality is that the €15 free, given without bonus wagering requirements, was literally given as a gesture of good will to encourage clients to enjoy playing with us, not as a means of retaining or generating further funds.

Other posters who have highlighted the importance of client consent in awarding free credit are quite right to do so. We understand this naturally dubious attitude to these circumstances, however we would like to stress that this free cash bonus was credited to Rita Silva’s CASH BALANCE, not BONUS BALANCE. This illustrates our intentions in giving out said bonus at cost to our casino. The sole intention in doing so was to encourage players to enjoy the bonus and play with us, nothing more.

That would be totally unethical and go against every business practise and licensing we retain here within The MiniVegasGroup.

The promotion given to you was in no way intended to make cash-ins difficult. It was a bulk promotion sent to many clients that had not used their account for a while, with a view to welcoming them back to Vegas Poker.

We are sorry for your frustrating ordeal here Rita Silva and we sincerely apologise. Rest assured that it is people like you; who choose to raise these paramount issues in a productive and comprehensive manner, who help us to stop them from reoccurring.

We appreciate your help and patience.

Our most sincere apologies,

The MiniVegasGroup

If this was simply a free, no strings 15 Euro, how come the initial problem was down to a max cashout rule related to the free 15 Euro, which resulted in the initial confiscation of 800 Euro?

The MiniVegas rules are horrendously complex, with some promotions run under the EZBonus system, but with others run outside of this system. There are also convoluted rules about restricted games & min/max withdrawals, yet this is an EZBonus casino (players see the bonus bubble), and game exclusions are not expected.

This is simply an accident waiting to happen, and happen it did!!!

Generally, casino CS have trouble understanding the simple rules of EZBonus, so to have multiple promotions and different rules makes any calculation of WR, and ability to cash out, something for university graduates.

It would be far simpler to recalculate all promotions such that they can be run under the player friendly(ish) EZBonus system, with appropriate game weightings (including zero) for games that attract "bonus abuse"