Non-Bonus Complaint maks1m88 VS All Star Slots

[maks1m88]

hello!my username in this casino maks1m88!
the essence of my complaint is this: I played no deposit bonus on your account remains $ 250, sent all the necessary documents and waited for their approval
but then my e-mail message arrives that my hard earned money reset
In the live-chat, I was told that this is due to the fact that my room is provided during registration does not match the number specified in the form of
I compared and it was found that the first digit is different, instead of 7 is 8
but the thing is that you can write in Russian and so and so, the numbers 7 and 8 in phone numbers are equal
But the casino refused to believe me and do not want to return my money
How do I explain this to the casino? Help me get my money back?
Thanks in advance, I will be very grateful for any help!

 

[KasinoKing]

Normally the first thing to do is send a private message to the rep - but he just left the forum & the company!

So maybe you need to go straight to the Pitch-A-Bitch process.
This is CasinoMeister's FREE service to help players with problems at non-rogue casinos. (This casino is accredited)
To submit your PAB, click here: Pitch-A-Bitch
Be sure to read ALL the terms for submitting a PAB, including the Frequently Asked Questions here: PAB FAQs

There are several Russian speaking members on the forum if you need help translating.

KK

 

[dionysus]

Normally the first thing to do is send a private message to the rep - but he just left the forum & the company!

So maybe you need to go straight to the Pitch-A-Bitch process.
This is CasinoMeister's FREE service to help players with problems at non-rogue casinos. (This casino is accredited)
To submit your PAB, click here: Pitch-A-Bitch
Be sure to read ALL the terms for submitting a PAB, including the Frequently Asked Questions here: PAB FAQs

There are several Russian speaking members on the forum if you need help translating.

KK

Can we assume, to remain accredited, another rep will be joining us in short order?

 

[maks1m88]

There are several Russian speaking members on the forum if you need help translating.

KK

I want them to help me

 

[homerbert]

I want them to help me

Link Outdated / Removed
привет, нажми на ссылку и отправь мне в лс текст, который нужно перевести.
Offer him help with translate.

 

[chuchu59]

hello!my username in this casino maks1m88!
the essence of my complaint is this: I played no deposit bonus on your account remains $ 250, sent all the necessary documents and waited for their approval
but then my e-mail message arrives that my hard earned money reset
In the live-chat, I was told that this is due to the fact that my room is provided during registration does not match the number specified in the form of
I compared and it was found that the first digit is different, instead of 7 is 8
but the thing is that you can write in Russian and so and so, the numbers 7 and 8 in phone numbers are equal
But the casino refused to believe me and do not want to return my money
How do I explain this to the casino? Help me get my money back?
Thanks in advance, I will be very grateful for any help!

This group handles issues fairly and is unlikely to stall over a $250 payout. I don't get it. How is 7 and 8 in phone numbers equal? Anyone who has gone to Russia care to explain? Confusion would reign if this were so. Besides, how is it possible that you stated 7 the registration form and 8 somewhere else. You have been very careless if this were so.

Its not your hard-earned money as it was a no-deposit bonus but then English isn't your first language so you cannot be blamed. I am certain that if what you state is the truth you shall receive your $250 pretty soon.

 

[maks1m88]

This group handles issues fairly and is unlikely to stall over a $250 payout. I don't get it. How is 7 and 8 in phone numbers equal? Anyone who has gone to Russia care to explain? Confusion would reign if this were so. Besides, how is it possible that you stated 7 the registration form and 8 somewhere else. You have been very careless if this were so.

Its not your hard-earned money as it was a no-deposit bonus but then English isn't your first language so you cannot be blamed. I am certain that if what you state is the truth you shall receive your $250 pretty soon.

I will be very grateful to you if you decide this issue

 

[homerbert]

Okay.
As user describe me, his money was really taken off for this reason, he made mistake while sending verification form and this is problem with 7 and 8.
I am from Belarus, but i can confirm for Russia too. Probably we all have same thing from USSR(RIP), probably all the world have this number. I gave you example, how he made mistake, why it is possible, and why it is not the fraud.
For example, we have user A and user B both from Russia. To call to user B, user A should type in phone something like 8939482394. If casino decide to call user B, they cant reach him with this number, instead of this they should change first number to 7 (worldwide russia code). In belarus same, i can call my mother with number 8******, but if casino want to call her ( i do not know why, really ), they should use 375 code instead of eight. Hope this make things clear.
I pm to club world rep right now instead of OP, and give link to this thread. Also i will try to support OP on all his way.

 

[chuchu59]

Okay.
As user describe me, his money was really taken off for this reason, he made mistake while sending verification form and this is problem with 7 and 8.
I am from Belarus, but i can confirm for Russia too. Probably we all have same thing from USSR(RIP), probably all the world have this number. I gave you example, how he made mistake, why it is possible, and why it is not the fraud.
For example, we have user A and user B both from Russia. To call to user B, user A should type in phone something like 8939482394. If casino decide to call user B, they cant reach him with this number, instead of this they should change first number to 7 (worldwide russia code). In belarus same, i can call my mother with number 8******, but if casino want to call her ( i do not know why, really ), they should use 375 code instead of eight. Hope this make things clear.
I pm to club world rep right now instead of OP, and give link to this thread. Also i will try to support OP on all it way.

That's clear enough. I believe it was the OP's standard of English that is the problem. He was unable to convey the message clearly to ASS's support staff. If they read this post of yours it should already suffice IMO.

 

[maks1m88]

That's clear enough. I believe it was the OP's standard of English that is the problem. He was unable to convey the message clearly to ASS's support staff. If they read this post of yours it should already suffice IMO.

I do not understand what you write

 

[homerbert]

он пишет, что если всё так, как пишешь ты, то тебе выведут деньги и уже давно уже вывели бы. Проблема с твоим английским. Не пиши пока ничего тут, подождем представителя казино.
I explain him a bit whats going on here
sorry...?
oh, it will be hard

 

[maks1m88]

thank you, I'll wait for good news

 

[Nate]

Normally the first thing to do is send a private message to the rep - but he just left the forum & the company!

KK

Karolina has been manning the CW Account for a while already so it shouldn't affect contact

Nate

 

[clubworld]

Hi maks1m88, your account required verification by the cashier in order to cash out. Our cashier team spotted the two different phone numbers and have been unable to make contact to verify the account on either number. According to our terms and conditions (point 12)

You do not have permission to view link Log in or register now.

account details need to be verified.

I understand that there may be a typing mistake, however I personally tried to phone both numbers provided and they both appeared invalid. Given this breach of terms and conditions unfortunately the free chip winnings were voided.

Kind Regards,
Karolina

 

[mimi26]

Hi maks1m88, your account required verification by the cashier in order to cash out. Our cashier team spotted the two different phone numbers and have been unable to make contact to verify the account on either number. According to our terms and conditions (point 12)

You do not have permission to view link Log in or register now.

account details need to be verified.

I understand that there may be a typing mistake, however I personally tried to phone both numbers provided and they both appeared invalid. Given this breach of terms and conditions unfortunately the free chip winnings were voided.

Kind Regards,
Karolina

Are you going to try and help him sort it out?

 

[chuchu59]

Are you going to try and help him sort it out?

I reckon the only thing that can be done is to phone the OP again at both numbers and if these are found to be invalid verification cannot be made and thus the casino is right in not sending the winnings.

 

[mimi26]

I reckon the only thing that can be done is to phone the OP again at both numbers and if these are found to be invalid verification cannot be made and thus the casino is right in not sending the winnings.

It may just be a simple thing though of a dialing code or something, or his lack of english

 

[PaaskeDenmark]

Hi maks1m88, your account required verification by the cashier in order to cash out. Our cashier team spotted the two different phone numbers and have been unable to make contact to verify the account on either number. According to our terms and conditions (point 12)

You do not have permission to view link Log in or register now.

account details need to be verified.

I understand that there may be a typing mistake, however I personally tried to phone both numbers provided and they both appeared invalid. Given this breach of terms and conditions unfortunately the free chip winnings were voided.

Kind Regards,
Karolina

Surely OP is in his rights to update his contact details to get the verification done??

I don't use my new phone numbers anymore when signing up at casinos, as I got tired of phone calls and also have feeling some casinos use your phone number for marketing purposes (meaning selling it on etc ) (i am not talking about Club World Casinos here though)

But to void winnings does not seem right?

 

[chuchu59]

Surely OP is in his rights to update his contact details to get the verification done??

I don't use my new phone numbers anymore when signing up at casinos, as I got tired of phone calls and also have feeling some casinos use your phone number for marketing purposes (meaning selling it on etc ) (i am not talking about Club World Casinos here though)

But to void winnings does not seem right?

The OP had not deposited so the casino simply deems that the phone number given during registration is correct. All the time the OP was arguing about the '7' and '8' in the dial codes and never mentioned that he may have submitted inaccurate phone numbers. If, after he has won on a NDB and he wants to update his info to get winnings surely this is fishy and a bit unfair to the casino. If the OP believes he has submitted an erroneous phone number and wants to update it he should provide a reasonable explanation. Right now, he simply claims its the '7' and '8' which is causing the problem and not the inaccuracy of the phone number.

Actually, I understand the winnings are not voided as yet but if a player, without reason, provides inaccurate personal info leading to verification not being made we cannot fault the casino.

 

[PaaskeDenmark]

The OP had not deposited so the casino simply deems that the phone number given during registration is correct. All the time the OP was arguing about the '7' and '8' in the dial codes and never mentioned that he may have submitted inaccurate phone numbers. If, after he has won on a NDB and he wants to update his info to get winnings surely this is fishy and a bit unfair to the casino. If the OP believes he has submitted an erroneous phone number and wants to update it he should provide a reasonable explanation. Right now, he simply claims its the '7' and '8' which is causing the problem and not the inaccuracy of the phone number.

Actually, I understand the winnings are not voided as yet but if a player, without reason, provides inaccurate personal info leading to verification not being made we cannot fault the casino.

Hi Chuchu.

I do not see why submitting incorrect phone numbers is "fishy" ? As long as address and all personal details are correct and can be proofed with submitting ID and Documents supporting that?

 

[chuchu59]

Hi Chuchu.

I do not see why submitting incorrect phone numbers is "fishy" ? As long as address and all personal details are correct and can be proofed with submitting ID and Documents supporting that?

When claiming ND bonuses players will just provide anything until they win. In this instance, the OP never claimed that he may erroneously have provided an inaccurate phone number. Should he now state that he had provided an inaccurate one and no reasonable explanation is given then I would be quite sceptical. Every casino has its own way of verification and for the CW group if they choose telephone verification the player has to comply. Actually, it boils back to whether the player has been totally honest in the first place.

 

[Mouche12]

When claiming ND bonuses players will just provide anything until they win. In this instance, the OP never claimed that he may erroneously have provided an inaccurate phone number. Should he now state that he had provided an inaccurate one and no reasonable explanation is given then I would be quite sceptical. Every casino has its own way of verification and for the CW group if they choose telephone verification the player has to comply. Actually, it boils back to whether the player has been totally honest in the first place.

Even if the OP had deliberately provided incorrect telephone numbers, there is a simple solution: provide the correct number and have CW's verification team call the OP. It seems a bit harsh to deny his winnings at this stage since telephone verification can still take place. I also agree with Paaske: how could this be interpreted as "fishy"? I read on this forum before that some players don't like to give their actual phone numbers. As I understand it, the OP's other (contact) details (address and date of birth) are correct.

If I were to play (with a bonus), win and withdraw from CW now, they would find out that my mobile number and land-line number are no longer correct, because I opened an account a few years ago. So, this would mean that my winnings would be voided as well??

 

[homerbert]

I sent OP pm, in which ask to clarify why he can not receive call from CWC.
By the way, there are a lot of things why they can not made call for him, because i am also have some things when casino told me we unable to call you, but i get some stupid phone calls almost every week with just ' deposit and go win, you can!'. Also i am really sure, that if you can not reach user via phone, this is not reason to void his winnings, because this is mmm stupid a bit? I will probably provide some help to OP, and probably he can call to CWC himself, and confirm all his details.
By the way, thank you CWC for fast responce and looking into this, really nice.

 

[vinylweatherman]

The big question is whether it's a false number, or a casino failing to correctly dial the international codes necessary to reach said number. It's the responsibility of the caller to ensure they are using the correct international codes, and this is NOT necessarily just a case of adding the country code to the number.

In the UK, a similar situation exists. All numbers start with an area code of the form 0nnn, and the country code is "44". However, it is not a case of simply dialling 44 0nnn etc, as the leading zero must be dropped when calling from outside the UK, leaving the correct number to dial as 44nnn etc.

The Russian system of the 8 becoming a 7 appears a similar concept, however, all the other numbers should be the same.

I have casinos that have claimed to call me, but I have received no such call, nor can find a missed call in the logs. This is despite the fact that they have my correct number, and have even managed to use it in the past.

The problem stems from the ABUSE of players' home phone numbers that some casinos have been responsible for. Unlike email and the post, the phone requires immediate attention, even if it is just to unplug it at 3am to get some sleep. This has lead to players putting a random number in the field just to get past the software block that does not cater for "decline to provide - contact me another way". In many cases, this has not lead to serious problems as casinos will just send emails instead.

There is now a new habit of casinos trying to get our mobile numbers too, and these can be abused far more seriously than landline numbers. Work numbers too are a problem as many employers forbid the use of the workplace facilities for "personal matters", and this includes receiving and dealing with a personal call in the employer's time.

It is a particular problem for players at Club World because they use the phone number provided for verification purposes, and if a player can't be reached, they can't pass verification.

What is needed is a clear standard for the industry that the phone number provided will NEVER be used for anything other than account verification purposes unless the player specifically opts IN to receiving marketing calls. It would make players more confident that their phone number getting into the hands of casinos would not lead to a deluge of marketing calls, cold calls, and calls at 3am when they are asleep.

Does Russia have a service whereby the number of someone can be looked up from the street address? If so, it would provide official verification for the number associated with the players' address. Here in the UK we have "directory enquiries" that can be used for this, and some online versions free to use. Knowing someone's name and address, their landline number can often be found (it's possible to have this access blocked, in which case no number should be returned). As the casino say they have tried "both" numbers they have, it's possible they have already tried this and still failed to get a valid number.

Do casinos always get the difference between "invalid number" and "called party not answering" right? This could be down to how the exchanges work in Russia. In the UK, there is a different tone and/or message returned for an invalid number than for an unanswered call. A caller can also be blocked if the line they are trying to call is already in use on another call. Unfortunately different phone providers here do it in different ways, so no longer do we hear the standard "engaged tone" from the days of "The GPO", the forerunner to British Telecom, which survived for a while as a monopoly before the market was opened up.

 

[homerbert]

Okay, i have reply from the OP.
As he stated, he is living in village, where sometimes no phone network. But even without it, he stated that when someone call to him, he then get SMS text. He looks really good and i am sure he is not fraud any way, he ready to do anything to confirm that he is ok, he ready to call to clubworld himself, he ready send them SMS, he ready to speak with them and want they give him timeframe when they call, so he can be ready.
What the best way to do this now? Sent this to rep, or what?
Probably just let OP call to club world?