Cherry Red - Does any other casino screw you around like this?

[brianzz]

This really isn't a complaint, it's just one of those things you hear about and shake your head and wonder whos head is up whos ass... maybe I've got my own head up my ass.

Here's the situation..

I gamble online while at work overnight, sometimes I go home and play more and sometimes I don't. Today I decided to go to a gambling buddy’s home, some 30 miles away from my own home, and we sitting around BS'ing and I say lets put some money in and see if we win. I didn't have my lap top with me so I sit down on her computer and go to Cherry Red, knowing all well she already has an account there, and punch in my log in information and get the not allowed to log in message. Contact live support and get this gigantic steaming load.... I masked my account name, who knows why it's about to be closed anyway.

info: Please wait for a site operator to respond.
info: You are now chatting with 'Hollie'
Hollie: Hi and welcome. How can I help you?
bri****: hold on a sec
bri****: I'm having problems with my account
Hollie: no problem im here
bri****: when I try to log into the download version of the casino it tells me I'm not allowed to log in
bri****: but the flash version lets me in
Hollie: is it possible that someone else in your home also as an account with the casino?
bri****: I'm not at home I'm at a friends home
bri****: but they have/had an account there previously
Hollie: so what is happening is that the accounts are conflicting with each other because there is only allowed one account in the same household
bri****: so you're telling me I can't play from here?
Hollie: yeah im sorry thats what that means
bri****: I'll have you know that's a bunch of bullshit, I'm a depositing player and I can play from anywhere I want to
Hollie: i know we arent trying to stop you from playing with us, its that our policy is that each home can only have one account and the system is blocking you from signing in because it is conflicting with your friends account
bri****: so you're refusing to let me play, is that right?
Hollie: the system is, its blocking yuo because of that reason
bri****: so you can take my money from my home but when I want to gamble with friends I can't?
Hollie: Im sorry this is the policy of the casino, Im not trying to upset you
bri****: ok so it'll be ok if I call my bank today and charge back all the deposits I've ever made there
Hollie: what i can do is deactivate your friends account so the accounts wont conflict with each other?
bri****: hold on, I'll do a little registry editting and I will be able to log on
bri****: and you can deactivate all you want
bri****: but just know that it's a complete steaming load of shit that someone can't go to a friends house and play their account on a friends computer just because they already have an account there
Hollie: you can play on her computer but her account will have to be deactivated before you can play
bri****: well, explain this to me, it's ok to play in flash from someone elses computer, it's the same thing
Hollie: i am afraid i do not understand?
Hollie: ok Brian, I understand the question
bri****: you say I can't play in the download version of the casino on someone elses computer just because they have an account.. but it's fine for flash?
Hollie: the download is IP specific and thats where the block comes in
Hollie: as it clearly states in our terms and conditions its one account per household and the download counts as one account per household
bri****: THIS IS NOT MY HOUSEHOLD
Hollie: I appreciate your frustration but we do not control how the system allows players
Hollie: exactly
bri****: I am visiting
Hollie: its not your household hence the reason you cannot play the download at someone else's house
Hollie: because its registered to YOUR ip
bri****: so you're saying I can only play the download from my house?
Hollie: yes, thats what the system allows
bri****: I know that's complete bunk, I play at work from my Verizon wireless broadband connection, played from it most of the night and I've played from here using the wifi connection here also
bri****: 2 different IPs
Hollie: OK well we are not with horizon wireless
bri****: this is just like pissing up a rope
Hollie: did you work with an online casino?
Hollie: because these are the policies that this online casino has
bri****: when did these policies go into effect/
Hollie: I cannot change the terms that you agreed to when you signed up.
bri****: I've been doing this for years
Hollie: from the day we started trading
bri****: was that yesterday?
Hollie: on the basis that you have been with us a substantial time
Hollie: this has not changed since then
bri****: that's fine, feel free to close both of the accounts "associated" with this IP address. I can find another RTG garbage can to throw my money into
Hollie: ok Brian, I am sorry that is how you feel
Hollie: You will need to email deposits@cherryredcasino.com and they will perform the account closure for you
bri****: well obviously you don't want my business
bri****: so live chat really can't do anything, eh?
Hollie: thats not the case Brian and I have not said that at all
Hollie: but I am telling you the rules that I have to work by
Hollie: I unfortunately do not make them but I have to adhere to them
bri****: it's very bad business to tell a paying customer they can't give you business just because they're not at home. I will be sending an email to the address provided and will contact my bank for chargeback advice.
Hollie: OK Brian, that decision is totally yours
bri****: good day and good riddance
Hollie: Bye

I'm just wondering, am I wrong for being so pissed off I could spit molten nails because they refuse to let me play just because I'm not at home? I mean this is like going to Ebay and bidding on something but then Ebay saying well you're not at home so you can't bid on this, go home and bid on it.

BTW, I did go read the terms and conditions and it doesn't state anywhere that you can't go to someones house and log into your account and play, unless you use the broad term:
"You are allowed ONLY ONE ACCOUNT per household, computer and workplace. Winnings will only be paid to players having ONE account. If you have more than one account, all winnings and bonuses will be VOID."
Beacuse technically I don't live here, I'm just visiting and there is only one account per household. One here and one at mine although I wanted to play here on this one. If they can paint with a broad brush I can too... a really wide one.

Now mind you, I have, on HUNDREDS of occasions, came here and played on both her desktop computer with my account information and my own personal lap top computer using the wifi connection here, with absolutely no problems at all, but suddenly this is some felonious act. Hell, there's been times that we've both been playing the same game for real money at the same time on separate computers in a competition to see who can get a bonus first. Guess you can't gamble with friends on the internet anymore.

I've never experienced anything like this, a casino that REFUSES to take money, can they really afford to do that in this economy? I guess yet another example of taking terms and conditions to the extreme. And you bet your ass I won't feel bad at all about doing a few charge backs today and if I get blacklisted, OFW, I'll be saving about 3 grand a month.

[dcpam39]

My understanding is that this policy is the same at other casinos as well, because otherwise, individuals could set up different passwords, log in from the same ip address and use multiple bonus offers. I believe when the casino says "household", they mean ip address--at least I have seen others complain about the same thing, Pam

[doomed4ever]

This can happen and I do understand why some casinos have this rule.

For myself quite often I have to work abroad and always shoot an email to
my fav casinos telling them the Country etc and then its normally no problem so long as they know. Not alot of help though in your case for a spur of the moment bet.

[takethemoney]

For the casino, this might be the only feasible way for them to manage and make sure there are not multiple accounts coming from the same household. I remember when I signed up with Cherry Red, I took their 400% bonus. You can only take that once. I could have easilly given my wife money and had her claim the 400% bonus again, on another account. I can see why the policy exists. You can't really expect the casino to change their policy just to accomodate you. What you might have done is excersised a bit of patience and realized that it was not the end of the world that you could not play right then and there. I do think going off on the customer service person was really NOT the thing to do. It's not their fault and it's not like they have control over the policies of their employer.

Oh, and you threatened to charge them back? On what basis? Like I said earlier, you could have waited and played later. It's not like they stole your money or something. Threatening or even actually doing a chargeback is just wrong.

[incrediblestuff]

and she seems to be saying she will let you play, but has to deactivate the other account of your friend.
and you were a little harsh, from what i read she is pretty friendly
the funny sentence: i appreciate your frustration

but i also think one should be able to play whereever one wants.

[brianzz]

thanks for the replies and the somewhat understanding.

RTG has cookies built in to prevent you from claiming the once off or any coupon for that matter on multiple accounts on the same computer, I guess this blocking log ins are just another security measure to keep from multiple accounts being created. Guess support has more exciting things to do than look around for multiple accounts, like ignore emails for hours and hours. I did get a reply back about closing my account but they didn't question why or anything, evidently they could give a rats ass.

I sent an email to technical support about 7 months ago about an erroneous re-trigger during a bonus spin at an RTG casino, still waiting to hear back from them. Eh well, MG is taking care of my money nicely.

[all4greed]

I can understand your frustration but I think you went a bit off the deep end. The CSR did offer you a temp solution regarding deactivating the other persons account. Why you didn't just do this I don't understand. Almost all casinos have the one account per household rule. You got caught up in a technicality.

Then you threatened charge backs, not a cool thing to do. Seems you were just pissed from the get go, maybe step back and look at it from the casino's side (never thought I'd say that).

Of course, there are always other places to play like you stated.

[takethemoney]

thanks for the replies and the somewhat understanding.

RTG has cookies built in to prevent you from claiming the once off or any coupon for that matter on multiple accounts on the same computer, I guess this blocking log ins are just another security measure to keep from multiple accounts being created. Guess support has more exciting things to do than look around for multiple accounts, like ignore emails for hours and hours. I did get a reply back about closing my account but they didn't question why or anything, evidently they could give a rats ass.

I sent an email to technical support about 7 months ago about an erroneous re-trigger during a bonus spin at an RTG casino, still waiting to hear back from them. Eh well, MG is taking care of my money nicely.

LOL. I don't blame them for not giving a "rats ass", as you so eloquently put it. If I had a customer talking to my support people like that I wouldn't be too heartbroken if you decided to take your business elsewhere. Me thinks, given your attitude, in general, that this is not the first time you acted combative with them. They were all too happy to take out the trash.

[Louise]

This really isn't a complaint, it's just one of those things you hear about and shake your head and wonder whos head is up whos ass... maybe I've got my own head up my ass.

Here's the situation..

I gamble online while at work overnight, sometimes I go home and play more and sometimes I don't. Today I decided to go to a gambling buddy’s home, some 30 miles away from my own home, and we sitting around BS'ing and I say lets put some money in and see if we win. I didn't have my lap top with me so I sit down on her computer and go to Cherry Red, knowing all well she already has an account there, and punch in my log in information and get the not allowed to log in message. Contact live support and get this gigantic steaming load.... I masked my account name, who knows why it's about to be closed anyway.



I'm just wondering, am I wrong for being so pissed off I could spit molten nails because they refuse to let me play just because I'm not at home? I mean this is like going to Ebay and bidding on something but then Ebay saying well you're not at home so you can't bid on this, go home and bid on it.

BTW, I did go read the terms and conditions and it doesn't state anywhere that you can't go to someones house and log into your account and play, unless you use the broad term:
"You are allowed ONLY ONE ACCOUNT per household, computer and workplace. Winnings will only be paid to players having ONE account. If you have more than one account, all winnings and bonuses will be VOID."
Beacuse technically I don't live here, I'm just visiting and there is only one account per household. One here and one at mine although I wanted to play here on this one. If they can paint with a broad brush I can too... a really wide one.

Now mind you, I have, on HUNDREDS of occasions, came here and played on both her desktop computer with my account information and my own personal lap top computer using the wifi connection here, with absolutely no problems at all, but suddenly this is some felonious act. Hell, there's been times that we've both been playing the same game for real money at the same time on separate computers in a competition to see who can get a bonus first. Guess you can't gamble with friends on the internet anymore.

I've never experienced anything like this, a casino that REFUSES to take money, can they really afford to do that in this economy? I guess yet another example of taking terms and conditions to the extreme. And you bet your ass I won't feel bad at all about doing a few charge backs today and if I get blacklisted, OFW, I'll be saving about 3 grand a month.

Hi,

First of all, I'd say that I don't think you really helped yourself there in the chat with the way you spoke to the polite customer service rep. Plus, you should understand, that as soon as you threaten to chargeback, then you're REALLY not helping yourself either.

If you wish to continue to play with us, please PM me your username and I will take a look in to your account and hopefully fix things up for you. It is in the terms and conditions regarding multiple accounts, but in some cases we can make exceptions in the case of having the player's Authorization Form on file etc and see which similarities are showing up, which can be adjusted to allow you to play.

Kind regards,

Louise
Rushmore, Cherry Red & Slots Oasis Rep.

[brianzz]

Me thinks, given your attitude, in general, that this is not the first time you acted combative with them. They were all too happy to take out the trash.

The only time I've ever interacted with live chat were with coupon issues here, if they've taken out the trash they were throwing the money away also. Last I checked I was about 9k down with them, less than a year old account.. c'est la vie.. another name to add to my coveted ignore list.

Hi,

First of all, I'd say that I don't think you really helped yourself there in the chat with the way you spoke to the polite customer service rep. Plus, you should understand, that as soon as you threaten to chargeback, then you're REALLY not helping yourself either.

I wouldn't say live help was polite, maybe in the broadest terms of the word. As you well know chargebacks are the only retribution for US players from online casinos. Your casino refused to let me play some 2 hours after letting me play, wouldn't do as requested.. so yeah. It's funny I'm being berated for threatening to do a chargeback yet in other threads players were bring praised because they did a few chargebacks because they didn't win and thought they were cheated. Lots of standards here I guess.

If you wish to continue to play with us, please PM me your username and I will take a look in to your account and hopefully fix things up for you. It is in the terms and conditions regarding multiple accounts, but in some cases we can make exceptions in the case of having the player's Authorization Form on file etc and see which similarities are showing up, which can be adjusted to allow you to play.

Kind regards,

Louise
Rushmore, Cherry Red & Slots Oasis Rep.

So you can bend/break the rules as you see fit, but if a player tries.. look out. I self adjusted my account by closing it. End of story