Casino Complaint Casino Rewards Void Winnings

[mrlucky986]

Hi wonder if anyone can give any advice deposited £20 and got free £20 from vegas country casino before registering i contacted live help as i have a few other rewards accounts they said its no problem then further contacted them when didnt recieve bonus they retrieved it from rewards account for me . I then played and won withdrawing £450 after meeting there wagering requirements i went on live help asking for link to confirm id which i sent to ensure a speedy withdrawal . This morning i recieved this email.

Hello

Our systems have detected that multiple Casino accounts have been created using your PC, email address or personal details.

The Casinos terms and conditions do not permit more than one real account per household, personal computer or e-mail address. This is necessary in order to reduce the casino's exposure to online losses.

As such, the winnings have been voided and confiscated. As a sign of good faith, your deposit will be refunded.

Kind regards,

Alex
Risk Management
Casino Rewards

I have replied requesting more info as i have no other account with this specific casino and the live help told me i could create an account and confirmed i could recieve the bonus and even did it for me so surely if there system is noticing this its a tad suspect that it happens only when trying to withdraw.

Any advice much appreciated its a huge win for me so would be a huge blow thanks guys

 

[vinylweatherman]

This casino used to be owned by Mini Vegas before it became Casino Rewards.

CR have a rep here, and you can try the PAB service.

It all rests on whether or not you have created more than one account at this casino. PAB will get to the bottom of this.

Do you have anything in writing about CS telling you it was OK to register the account?

 

[mrlucky986]

i only have the confirmation email saying you can claim the bonus
Congratulations !

You’ve just earned 3000 BonusPoints
by taking part in the
Deposit Bonus
promotion.
Click here to claim

surely after registering and depositing and being offered this the system would have flagged i have checked my emails for last year and nothing from them so really at a loss ill contact rep though thanks

 

[vinylweatherman]

i only have the confirmation email saying you can claim the bonus
Congratulations !

You’ve just earned 3000 BonusPoints
by taking part in the
Deposit Bonus
promotion.
Click here to claim

surely after registering and depositing and being offered this the system would have flagged i have checked my emails for last year and nothing from them so really at a loss ill contact rep though thanks

That is automatically generated. It is not proof that you asked, they checked, and said it was all OK.

 

[datch]

I have replied requesting more info as i have no other account with this specific casino

Hi,

they did not say that you have multiple accounts with Vegas Country. CR owns lots of casinos, perhaps it relates to one of the other 28 ...

 

[mrlucky986]

no thats what i mean i have several other rewards casino accounts but only with this site as of yesterday as was offered a bonus

 

[mrlucky986]

i see what you mean having read again thats even more daft as have had over 10 and withdrew from all of them over time they always say its fine to register at multiple

 

[vinylweatherman]

There is no problem having ONE account at each of their casinos.

Maybe the CS have explained things badly. What ISN'T allowed is to open successive accounts to just claim the SUB and move on. Players have to make a second deposit at their newly opened CR casino (or one of their others) before being allowed to claim another SUB at another in the group. It's this term that you may have fallen foul of, not multiple accounts at a single casino.


Additionally, how come you didn't know that you had to log in to the Rewards account to retrieve the SUB and put it in the casino? Someone who has played at other CR casinos would know this. ALL boni are delivered this way other than the odd chip that hosts might place directly in one of your casinos. This may only be for VIP players in any case.

 

[datch]

I think you misunderstand (english is not my native language)

Sure, you can register with all of them one account. What I mean is that you maybe have for example 2 accounts at Nostalgia or any other CR related casino. The investigation is not only about Vegas country.

 

[mrlucky986]

well i have never been told that i once accidentally tried to register but it wouldnt let me said you have one so i dont see it being possible at all and i know you have to claim it yourself but it wasnt showing hence i asked the operator to do it for me

 

[vinylweatherman]

The term about having to have made a deposit between successive SUB claims is not present on Vegas Country, so a complaint to the Kahnawake Licensing Authority may pay dividends. They only have the more vague "irregular play" and "not demonstrating willingness to risk own funds" terms.

If a specific term has not been clearly broken, the Kahnawake have made a reputation for themselves of slapping down CR over enforcing these vague or unclear terms. Even where terms have been broken, but they are not clear enough, the Kahnawake have ordered CR to pay half and share half the blame with the player.

There is, however, a max bet term of 25%. It's not the cause of this problem, but something to watch out for.

 

[datch]

well i have never been told that i once accidentally tried to register but it wouldnt let me said you have one so i dont see it being possible at all and i know you have to claim it yourself but it wasnt showing hence i asked the operator to do it for me

I can tell you : It is possible. When the software is uninstalled from your computer long enough it dont remind you, that you allready have an account.

 

[The Viking]

If you go into casinorewards and log on you can see all the accounts under your name,
i used to play a lot at Coloseeum and Grand hotel, never had a prob, and i can see for some reason i have 2 accounts for Grand Mondial
didnt new that until now i havent played at any of the casinos under casinorewards though since they brought up all thos casinos.

 

[mrlucky986]

i would but ive been locked out of the entire network ill try an email to licensing board and have contacted rep

 

[Casinomeister]

i would but ive been locked out of the entire network ill try an email to licensing board and have contacted rep

Is there anyone else using your computer? The email that you got looks like one generated when they detect two or more accounts using the same computer.

 

[chuchu59]

well i have never been told that i once accidentally tried to register but it wouldnt let me said you have one so i dont see it being possible at all and i know you have to claim it yourself but it wasnt showing hence i asked the operator to do it for me

Just to make things clear. Do you have an account at another CR casino other than Vegas Country and claimed the sign-up bonus there too. If you had you are SOL.

 

[mrlucky986]

yes i have had bonuses with other rewards casinos when they have emailed me offering them but the live help have always added it have been using rewards for a long time withdrew from several of them this is the confusing part its a sole use computer nobody else uses it and wasnt logged into broadband at the time was on my new dongle so ip would definetly not match any other account have emailed the gaming commision to see if the can help thanks for replies

 

[vinylweatherman]

yes i have had bonuses with other rewards casinos when they have emailed me offering them but the live help have always added it have been using rewards for a long time withdrew from several of them this is the confusing part its a sole use computer nobody else uses it and wasnt logged into broadband at the time was on my new dongle so ip would definetly not match any other account have emailed the gaming commision to see if the can help thanks for replies

Was the system not adding it automatically to the rewards account?

If CS had to keep on adding it manually, it suggests the system had already flagged your accounts, and perhaps CS were too quick to add the boni manually rather than looking into why it wasn't happening automatically.

Are the casino accounts themselves locked, or is it the rewards account that won't let you in.

It looks rather like another shared blame situation, you claiming too many sign up offers without demonstrating a willingness to risk your own funds, but them failing to deal with you early enough by telling you "no" when asking CS to again manually add the bonus.


This is also their fault:-

i have had bonuses with other rewards casinos when they have emailed me offering them

They aggressively spam sign up offers to players on their database without regard to whether the player is one they are happy to make the offers available to. The material in these offers can also be highly misleading, using phrases like "your email address has won <insert offer here>", or "your IP address has been drawn to receive <insert offer here>". This suggests that an entitlement has already been granted by management when it hasn't. You could in addition submit these offers to the ASA for a ruling in principle. The ASA has no teeth as far as CR are concerned, but it may make them reconsider how they approach their marketing if the ASA rule in principle that it breaches the guidelines in the UK. The ruling may be more important to them by 2016 as they will then need a license from the UKGC in order to hold on to the UK market.

There have been plenty of posts about "CR Spam", but so far they have decided to ignore the issue and carry on as before.

 

[Nifty29]

Was the system not adding it automatically to the rewards account?

If CS had to keep on adding it manually, it suggests the system had already flagged your accounts, and perhaps CS were too quick to add the boni manually rather than looking into why it wasn't happening automatically.

Are the casino accounts themselves locked, or is it the rewards account that won't let you in.

It looks rather like another shared blame situation, you claiming too many sign up offers without demonstrating a willingness to risk your own funds, but them failing to deal with you early enough by telling you "no" when asking CS to again manually add the bonus.


This is also their fault:-




They aggressively spam sign up offers to players on their database without regard to whether the player is one they are happy to make the offers available to. The material in these offers can also be highly misleading, using phrases like "your email address has won <insert offer here>", or "your IP address has been drawn to receive <insert offer here>". This suggests that an entitlement has already been granted by management when it hasn't. You could in addition submit these offers to the ASA for a ruling in principle. The ASA has no teeth as far as CR are concerned, but it may make them reconsider how they approach their marketing if the ASA rule in principle that it breaches the guidelines in the UK. The ruling may be more important to them by 2016 as they will then need a license from the UKGC in order to hold on to the UK market.

There have been plenty of posts about "CR Spam", but so far they have decided to ignore the issue and carry on as before.

If you think that non-UK-licensed casinos will not be able to keep their UK players you're dreaming. Its unenforceable outside the UK....just ask the US government.

@mrlucky... If you get paid, do you think you could invest in some full stops and commas? Your posts are very hard to read.

 

[vinylweatherman]

If you think that non-UK-licensed casinos will not be able to keep their UK players you're dreaming. Its unenforceable outside the UK....just ask the US government.

@mrlucky... If you get paid, do you think you could invest in some full stops and commas? Your posts are very hard to read.

They are likely to lose their casual players because it won't be so easy to deposit. The hardcore will just carry on as before.

I think the question ought to be whether MGS will allow CR to carry on accepting UK players without the license. It was MGS, not the casinos, that shut the Spanish players out of those that didn't have the Spanish license.

If they are true to form, the UK government will "educate" players about which casinos are "safe" (licensed and taxed) and which are "high risk" (not paying any tax), and hope that this will deter sufficient players from depositing at the unlicensed operations that the loss of tax revenue will be relatively small, and not worth the cost of further enforcement.

In Pat's recent thread (32Red), he reveals that 90% of UK players deposit by card, not eWallet. If the banks simply block all card transactions to casinos that don't have a UK license, that's about 90% of UK players effectively deterred.

 

[Nifty29]

They are likely to lose their casual players because it won't be so easy to deposit. The hardcore will just carry on as before.

I think the question ought to be whether MGS will allow CR to carry on accepting UK players without the license. It was MGS, not the casinos, that shut the Spanish players out of those that didn't have the Spanish license.

If they are true to form, the UK government will "educate" players about which casinos are "safe" (licensed and taxed) and which are "high risk" (not paying any tax), and hope that this will deter sufficient players from depositing at the unlicensed operations that the loss of tax revenue will be relatively small, and not worth the cost of further enforcement.

In Pat's recent thread (32Red), he reveals that 90% of UK players deposit by card, not eWallet. If the banks simply block all card transactions to casinos that don't have a UK license, that's about 90% of UK players effectively deterred.

The USA tried that.

It just drove players to prepaid cards etc.

It might reduce it, but it won't stop it. I'm also not hearing of companies rushing to queue for a UK licence.

The UK laws won't be the huge catalyst for the change that you make out IMO.

 

[maxd]

The OP has submitted a PAB so ...

@ mrlucky986 : I have received your PAB and will look into it ASAP. Please ensure that you have read and understood the Pitch-A-Bitch FAQ. It is required reading for all PABers. Among other things the FAQ details your responsibilities in the PAB process (section 3.11), including NOT posting on our forums about your issue while the PAB is in progress. If you know and respect the FAQ things should proceed smoothly. If not ... "it's your funeral" as my dear old dad used to say.