Vladik7 VS Nedplay

[Vladik7]

Some time ago I deposited 90 euro into my Nedplay account. I was automatically awarded 180 euro bonus .
Since I did not know if it was Nedplay's system mistake or some kind of additional bonus- I

started to play. I finished 1300 balance and withdrew the money.

Now later they asked me to send documents. I send the documents. And now, I receive the

nex message from Nedplay support- they blame me for their own mistake and confiscate my

winnings. All the winnings.

Dear Vladimir,

Unfortunately the system has given you twice the amount of bonus on your deposit, you

should have contacted support so that they could change this. Therefor your winnings are

not valid. You have been winning with bonusmoney. We have changed your balance and brought

it back to the original amount: 90 cash and 90 bonus.

Regards,

Jan
****

Now I think that was probably a trick of this casino. If I win they don't pay. And if I

lose- who cares.

[Marie2473]

They should not have done this. If they want t automatic bonuses atleast they should makesure that it works.
Its not unusual with 200% bonuses!!!
That really sucks!

[Slotster!]

you
should have contacted support so that they could change this. Therefor your winnings are
not valid.

As a new poster - and therefore taking your post/story at face value, let me get this straight.

The onus is on YOU to contact the casino and tell them they made a mistake - presuming you were aware they even had made a mistake!? As a consequence of you not doing that, they are now voiding all your winnings - despite you depositing and risking some of your own actual money from a legitimate source?

Uninstall, run as far away as you can from this casino and make sure everyone you ever met knows what Nedplay Casino consider 'customer service' to be. Idiots.

[spiderlegz]

You could (actually you should) try to contact their rep http://www.casinomeister.com/forums/...utchrobin.html

and if that doesnt sort things out you should PAB http://www.casinomeister.com/forums/...ad.php?do=form

but remember to first read the PAB FAQ http://www.casinomeister.com/forums/...?faq=cmfaq_pab

[Slotster!]

You could (actually you should) try to contact their rep http://www.casinomeister.com/forums/...utchrobin.html

and if that doesnt sort things out you should PAB http://www.casinomeister.com/forums/...ad.php?do=form

but remember to first read the PAB FAQ http://www.casinomeister.com/forums/...?faq=cmfaq_pab

That is good advice!

Here's the thing though... This is clearly the 'level' of customer service at this casino. This is how they 'do business'. What about the 95% of regular depositing players at this place that probably don't know about or participate in Casinomeister?

Regardless of how these issues are resolved through this resource or otherwise - should the above facts be accurate - Nedplay think it's ok to treat customers like this. Casino's will continue to do so until people just walk away from anywhere other than excellent.

[Jasminebed]

When casinos make mistakes, they need to swallow them IMO. If we make a mistake (playing a disallowed game or making too big a bet), we pay for them.

In the OP's case, the additional $90 credited in error being removed would have been a more appropriate solution.

I'm also curious if the additional bonus brought additional wagering with it?

As Marie said, 200 percent bonuses are not unusual.

[Vladik7]

This post has been concealed because there is a PAB in progress regarding this issue.
The Terms of the PAB process state that PAB issues should NOT be discussed on the forums while the PAB is in progress.
Open discussion of the contents of this post could harm the OP's chances of a successful PAB resolution.
See the Pitch-A-Bitch FAQ for details (here, especially the section on posting regarding PAB issues here).

When casinos make mistakes, they need to swallow them IMO. If we make a mistake (playing a disallowed game or making too big a bet), we pay for them.

In the OP's case, the additional $90 credited in error being removed would have been a more appropriate solution.

I'm also curious if the additional bonus brought additional wagering with it?

As Marie said, 200 percent bonuses are not unusual.

yes offcourse it brought an additional wagering. Instead of 90* 30 wagering on slots, I made 180* 30 wagering on slots. 5400 wager instead of 2700.

I already sent a message to dutchrobin at this forum

[spiderlegz]

That is good advice!

Here's the thing though... This is clearly the 'level' of customer service at this casino. This is how they 'do business'. What about the 95% of regular depositing players at this place that probably don't know about or participate in Casinomeister?

Regardless of how these issues are resolved through this resource or otherwise - should the above facts be accurate - Nedplay think it's ok to treat customers like this. Casino's will continue to do so until people just walk away from anywhere other than excellent.

Agreed. There has been some alarming signs from Nedplay. Slow support and slow cashouts.
Thats why its important to PAB if the rep cant solve it. As they are in Baptism of Fire Maxd and Bryan needs to know what goes on. Okay, this is clearly a PAB issue if the rep cant solve it, but also smaller issues should be brought to Maxds and Bryans attention so that they see the whole picture.

[De Beuker]

Some time ago I deposited 90 euro into my Nedplay account. I was automatically awarded 180 euro bonus .
Since I did not know if it was Nedplay's system mistake or some kind of additional bonus- I

started to play. I finished 1300 balance and withdrew the money.

Now later they asked me to send documents. I send the documents. And now, I receive the

nex message from Nedplay support- they blame me for their own mistake and confiscate my

winnings. All the winnings.

Dear Vladimir,

Unfortunately the system has given you twice the amount of bonus on your deposit, you

should have contacted support so that they could change this. Therefor your winnings are

not valid. You have been winning with bonusmoney. We have changed your balance and brought

it back to the original amount: 90 cash and 90 bonus.

Regards,

Jan
****

Now I think that was probably a trick of this casino. If I win they don't pay. And if I

lose- who cares.

Agree, thats lame, their fault. Besides, you should have contacted support?
Ever tried to contact their livesupport?
You made a deposit, you wanna play, not wait 3 days until somebody replies to your ticket.
But I think Robin will sort this out for you, he's always very helpful.

[vinylweatherman]

Nedplay are WRONG. It was ONLY the €90 that was credited in error, and this error ALSO forced the player to make DOUBLE the WR on their deposit.

I have OFTEN received additional bonuses through participating unintentionally in automated promos. Often, I simply didn't get the email, and the promo didn't appear in the lobby.

Contacting support may not have helped here, since Nedplay have quite a problem making timely replies. Casinos have long argued that they MUST cater to players' desire to deposit and play IMMEDIATELY, and NOT have to wait. This argument has been used to shoot down many suggestions to make the experience safer for players, such as asking for ID verification FIRST, and ONLY then letting the player risk their own money.

Nedplay ASSUME this player DELIBERATELY manipulated the system such that it awarded double the bonus, so they are voiding winnings for "abuse".

I know of no way for the PLAYER to do this, but it can be done by the OPERATOR simply through programming the wrong percentage of bonus.

This could be the case here, or it could be a case of the system awarding two separate bonuses, perhaps because the player was incorrectly classified.

In order for Nedplay to justify this decision, they must show that the player did something DELIBERATELY to circumvent the system, such as giving false information upon registration such that they were able to qualify for a "special" bonus. Without this, we have evidence that the policy at Nedplay is to void winnings if THEY make a mistake, as well as if a PLAYER makes a mistake.

I have experienced mistakes in my favour before, and sometimes I just do not notice, because they are still within the norm of my experience, such as this case of a 200% SLOTS bonus - perfectly normal. 2000% however, €900 bonus on a €90 deposit might be the norm for some RTG outfits, but would stand out as an obvious mistake in an MGS casino. A player of RTG, who tries their FIRST MGS however, might not even spot this extreme as an obvious mistake.

The only way to deal with this properly would be for the OP to submit a PAB, and contact the rep.

Sadly, the last first time poster who posted an issue with a casino (Spin Palace) turned out to be a fraud, which is why there is often scepticism when a complaint is made by a first time poster, especially when said complaint seems out of character for the casino.