I never thought I'd be posting

[UFOpro]

I never thought I'd be posting something negative about Fortune Lounge and Royal Vegas Casino, but they are not the class act that they used to be. Last week, I went to log-in so I could rebuy in a tournament where I was in position # 39 out of 950 players. I could not figure out why my account had been locked. I called Fortune Lounge Customer service and the rep whoo I spoke with could see no reason for my account to be locked. He told me that he would forward everything to the appriate department, and they would be contacting me. 4 days later I had noty heard anything so I call Fortune Lounge again and again I was stuck on hold for over 20 minutes. The rep returned and told me that my account had been unlocked and I could log in. My response was "That's it!". He asked what I meant. I said what about the tourney that I was unable to finish and the time I spent on hold. He said he would speak to the supervisor. He returned about 15 minutes later and told me that there was nothing that they could do for me. 1 or 2 years ago, they would have at least put a $5 or $10 bonus into my account for all of the inconvenience. I've been an active depositer with Royal for 3 years and have never cashed out with them. I will never deposit there again.

[UFOpro]

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Found available agent: Dave . You can chat now.

Dave : Thank you for contacting the Support Desk, you are speaking to Dave, how can I help you?

Frank Khoury: Hi Dave, I just want to make sure that your management is aware if thi
Frank Khoury: I will be posting this at gambling forums across the net
Frank Khoury: I never thought I'd be posting something negative about Fortune Lounge and Royal Vegas Casino, but they are not the class act that they used to be. Last week, I went to log-in so I could rebuy in a tournament where I was in position # 39 out of 950 players. I could not figure out why my account had been locked. I called Fortune Lounge Customer service and the rep whoo I spoke with could see no re
Dave : Hi there. Please supply me with your user account number and e-mail address, so that I can look into that for you.

Frank Khoury: *snip*
Frank Khoury: *snip*
Frank Khoury: reason for my account to be locked. He told me that he would forward everything to the appropriate department, and they would be contacting me. 4 days later I had not heard anything so I call Fortune Lounge again and again I was stuck on hold for over 20 minutes. The rep returned and told me that my account had been unlocked and I could log in. My response was "That's it!". He asked what I meant.
Frank Khoury: I said what about the tourney that I was unable to finish and the time I spent on hold. He said he would speak to the supervisor. He returned about 15 minutes later and told me that there was nothing that they could do for me. 1 or 2 years ago, they would have at least put a $5 or $10 bonus into my account for all of the inconvenience. I've been an active depositer with Royal for 3 years and have
Frank Khoury: never cashed out with them. I will never deposit there again.
Dave : When was the conversation in question?
Frank Khoury:
Frank Khoury:
Frank Khoury: 3 days ago
Frank Khoury: exactly the same time that my account was unlocked
Frank Khoury: I was never given any explanation why it was locked for 5 days in the first place
Frank Khoury: or why I was never contacted like the first rep said I would be
Frank Khoury: I was in shock the way this was handled from start to finish
Frank Khoury: Til now, I have always had great respect for you and constantly referred new customers to you
Dave : I am sorry, but unfortunately I am unable to see why the account was locked Where are you playing from?
Frank Khoury: Royal Vegas Casino
Frank Khoury: From home in Arizona
Frank Khoury: same place I've played from for almost 2 years
Frank Khoury: If you don't know why my account was locked, then I sure as heck don't know!
Frank Khoury: What I do know is that it cost me time, agrevation and a possible tournament win
Frank Khoury: and it wasn't my fault
Frank Khoury: being in 39th place out of 900 players, is not a guaranteed, but my odds were pretty god
Frank Khoury: good
Frank Khoury: so what does the manager say
Frank Khoury: I own a casino portal and have a good reputation,
Frank Khoury: if this type of customer service has become yours, then players will find out about it
Frank Khoury: Till now, you have held the best reputation among online casinos
Frank Khoury: is our conversation over?
Dave : Do you have tournament id for me so we can check if you were meant to get some winnings?
Frank Khoury: No I don't, remember, I was locked out unexpectedly. when I finally was able to log back in the tourney had been long over
Frank Khoury: so how would I have the tourney ID unless if bI was psychic
Frank Khoury: I do not record every tourney ID that I play in
Dave : You can view your play history, by going to "my account" and clicking on view my play history.
Frank Khoury: Goodbye

[RobWin]

Frank Khoury, you don't have a brother named Anthony and a father named Joe by chance do you ??

[GrandMaster]

It is not the best idea to post your e-mail address and account number publicly.

[chuchu59]

2 issues I want to mention here. UFOPro, did you mention in the first live chat that you were placed 39th in a tourney but couldnt make a rebuy. Then there is also the issue of which tourney it was. Though there may be many, it wouldnt be so difficult to dig this out as it should have been in play at the time of your chat. Being placed 39th is a good position but that also depends on whether other players have played their initial coins yet. If, suppose only 200 of them have played you are not really that well-placed. By the way, what was the top prize for the tourney?

[kakata]

Frank Khoury, you don't have a brother named Anthony and a father named Joe by chance do you ??

what about a grangrangranpa called giovanni?

[jas2587]

2 issues I want to mention here. UFOPro, did you mention in the first live chat that you were placed 39th in a tourney but couldnt make a rebuy. Then there is also the issue of which tourney it was. Though there may be many, it wouldnt be so difficult to dig this out as it should have been in play at the time of your chat. Being placed 39th is a good position but that also depends on whether other players have played their initial coins yet. If, suppose only 200 of them have played you are not really that well-placed. By the way, what was the top prize for the tourney?

also in the tourneys you
do not play under your casino
account # the CS rep was
asking what user name you chose
to play the tourney
You choose your user name
not the casino

Good Luck
Cindy

[vinylweatherman]

It seems CS sink to new depths, even in once good casinos.

These tournaments are highly time critical, and taking 4 DAYS to simply unlock what appears to be a randomly locked account goes beyond unacceptable. The standard of service that goes with these tournaments beggars belief. They are full of bugs, yet far from saying "sorry", the casinos simply use the bugs as an excuse to make even more from these events that already take the p*** in terms or RTP. The worst we used to get in a dispute was having ht ebet voided and stake returned, but even this derisory offering is too good for players who have problems with these tournaments.

TWICE this week I have been booted from a tournamement, and wasted a couple of minutes trying to get back in. Not much of a problem when it involves the main casino, hardly worth so much as an apology, but in one of the MG tournaments, it is a **** BIG PROBLEM, even if for only a minute or two, and warrants MG getting their collective arses into gear, and sorting this long standing issue out.