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Casino Complaint Support and me made deal if i win i can withdraw immediately

C

Cheated gambler

Dormant account
Joined
Jan 5, 2011
Location
Finland
Support and me made deal that i dont get bonus if i put money, because i hate bonus policy and i dont want wager any times...

First i ask support if i put money and win can i withdraw? Support promised yes u can. Ok, then i ask how much i can withdraw per month and support say 18k per month.

Ok, i put 5k and i get 10k bonus... i yell support what a **** i get 10k bonus??? Then i say to support, we made deal: i play if i dont get bonus and i can withraw immediately if i win. Support say: i take bonus off and u must logout for 5 min. I login about 7 min and then i have 5k and few euros more.

Ok, now if i win i can withdraw :) Lets play...

I win 9k and then i have 14k... i finish and support congratulation me.

Support told me to withdraw 7 times 2k and i did that.

I sleep well and next day i have this email:

You recently requested a withdrawal after receiving a bonus. Please note, however, that you did not comply with our bonus policy by not wagering the minimum required total bets. We have therefore declined your withdrawal request and returned the withdrawal amount to your account. You are kindly asked to wager an additional â¬310,420.00 before requesting another withdrawal.

WHAT A HELL :mad:

Player: hello
Player: HUHUU
Player: aaaargh
Player: z
Player: z
Player: z
Player: z
Player: z
Player: z
Player: z
Player: z
Player: z
Player: z
VIP: Hi xxxx
VIP: xxxxxxx here
Player: hello
VIP: How may I help you?
Player: i wanna withdraw my money
VIP: I can see that you have withdrawals via Neteller.
VIP: It takes 3 business days.
Player: before i try to withdraw i get this email... Dear xxxx, You recently requested a withdrawal after receiving a bonus. Please note, however, that you did not comply with our bonus policy by not wagering
Player: i didnt get any bonus
Player: we make deal that support take bonus offf
Player: i am very angry now
VIP: When did you request that yo don't want to get a bonus?
Player: read log!
Player: i told support: i play if u take bonus off and support take it off...
Player: then i start play without bonus and i win 14k
Player: now i want withdraw my money
Player: dont try to cheat me
VIP: Give me 2 minutes.
Player: ok
VIP: Thanks for the wait, xxxx.
Player: we make deal that i dont get anymore bonus... because i hate bonus policy
VIP: Did you zero out your balance before you made a deposit yesterday?
Player: no
Player: there was few euros
VIP: That's right, XXXX.
VIP: Your bonus has been removed yesterday and blocked from receiving bonuses already.
Player: true
VIP: Since you weren't able to zero out the balance then you still need to meet the wagering requirement on your previous deposits.
Player: no
Player: we make deal if i win i can withdraw
Player: read log
VIP: I'm referring to your deposits prior on the last 5000 deposit.
Player: ??
VIP: Upon checking, you've chatted with xxx and yes indeed she clarified that you won't wager anything on your last deposit since you didn't get any bonus.
VIP: However, you still need to meet the wagering requirement if you didn't out the balance for your previous deposits prior on the last one.
Player: we make deal
Player: if i put 5k and win then i can withdraw
Player: !!!
Player: now i want withdraw 14k
VIP: I understand how you feel.
VIP: But you still need to meet the wagering requirement before you can make a withdrawal request.
Player: what i have to do
Player: play those few euros million times???????????
Player: why u cheat me
Player: we make deal!!!!!
VIP: We didn't cheat you, XXXX.
VIP: I know where you are coming from.
Player: yes u do
VIP: But I want you to understand that your balance was not zero out before you make another deposit.
Player: why support dont zero my balance if we make deal
Player: not my fault
VIP: I know it's not your fault as well as us.
VIP: xxx just answered all your questions yesterday.
Player: u can do something that i can withdraw now
Player: i have played almost 5 years
Player: do u wanna put me away now
VIP: I'll forward your concern with the Upper Management.
VIP: Kindly wait for our email response within 48 hours.
Player: do that and tell i will play a lot future if i can withdraw now
Player: if dont then i change casino
Player: ok hope everything going well
VIP: I'm hoping too.
Player: maybe c u soon
VIP: Yeah, see you.
P: bye

2 day after and many emails...

VIP Manager or some else call to me and tell: OK xxxx now u can withdraw your winnings.

and i have this email:

Hi XXXX, Hope you’re all good. It’s XXX, one of the VIP Managers in the Casino. My apologies in behalf of the VIP Team for all the inconvenience caused. We doappreciate your patience and cooperation while resolving this matter. I am inviting you to come online now and make withdrawal requests for yourwinnings. You will not need to meet any amount of wagering requirement. Contact us on Online Support, me and the rest of the VIP Team will be there togive assistance. May you have a wonderful Christmas with your family!

Oh great at last :notworthy

Ok lets get online :D

Hmm because im gambler i think lets play a little bit... lose 4k or win 4k more.

Then i win 4k more :) yeah now i must withdraw. I withdraw 3 x 6k.

Nice xmas i get 4k more and i can withdraw.

And next day i have this nice email:

Dear xxxx:, You recently requested a withdrawal after receiving a bonus. Please note, however, that you did not comply with our bonus policy by not wagering the minimum required total bets. We have therefore declined your withdrawal request and returned the withdrawal amount to your account. You are kindly asked to wager an additional â¬287,895.00 before requesting another withdrawal.

:mad: i lose my nerves

and other is history :confused:

Tell me what to do...
 
Just a little friendly advice, next time (before your anger takes hold) you may want to contact the casino rep for the casino you are playing at, and see if they can straighten out your problem. There seems to be a few problems lately with anger issues, bonus issues, and withdrawal issues with different casinos lately.
 
thats a rogue technique to leave a small amount from the first bonus in your account there thinking you wont notice it [its about as low as a casino can go ]

i have more respect for a thief that steals money to feed his family than a casino that resorts to this

you should PM MAXD here on the forum for advise
good luck R C
 
And the winner is roque casino :eek2:

We have received an update regarding your declined withdrawal concern; weapologized for declining your last withdrawal request and for the delayedgetting back to you. Just want to let you know that you do not need to wagerfor the last bonus that you have received as per managements approval,therefore you can now make another withdrawal request without completing anywagering requirement. However, as we checked your account you already playedwith your balance. Please let us know if you have anything other concern. Have a great day! :axeman2:

:icon_evil
 
Cheated gambler said:
And the winner is roque casino :eek2:

We have received an update regarding your declined withdrawal concern; weapologized for declining your last withdrawal request and for the delayedgetting back to you. Just want to let you know that you do not need to wagerfor the last bonus that you have received as per managements approval,therefore you can now make another withdrawal request without completing anywagering requirement. However, as we checked your account you already playedwith your balance. Please let us know if you have anything other concern. Have a great day! :axeman2:

:icon_evil
Click to expand...

what exactly does this mean are you getting paid or not
 
rockycatt said:
thats a rogue technique to leave a small amount from the first bonus in your account there thinking you wont notice it [its about as low as a casino can go ]

i have more respect for a thief that steals money to feed his family than a casino that resorts to this

you should PM MAXD here on the forum for advise
good luck R C
Click to expand...


Beyond rogue. This player didn't just assume, they checked with support, and made an agreement that they could deposit & play unhindered by bonuses. Not only did support get this wrong, but they DELETED all the records so that now they are denying this ever took place, and are now treating the player as though they merely ASSUMED this deal, rather than having agreed it.

Support were asked to remove the bonus, they DIDN'T, they left behind a little bit so that they could spring this trap.

They are now saying the WR is a MILLION - this is clearly a joke.

The fact that 10K was on offer for a 5K deposit as a "special deal" says alot about this casino. This is how Virtual group entice players to take leave of their senses and deposit.

They used to send me offers like "deposit $30,000 and get $60,000" coupled with "you can ONLY use this code SIX TIMES":what:

I wouldn't even use it ONCE. 6 times is designed to get $180,000 out of a player in a DAY through chasing the elusive big hit and you WOULD need something pretty exceptional to make WR on an offer of this size, and come out ahead.

Meeting WR on 10K for 5K deposit would also be pretty impossible, and on top of this I bet the 10K is "phantom" bonus money.

I remember Winward had a similar trick, where even if a bonus was removed on request, or refused, the player STILL had to meet the 30x WR it carried on just their deposit alone.


Players are often found liable for something they have done on the basis that they "should have known". This is a situation where the agent making this agreement "should have known" at the time that it was INVALID, therefore the CASINO is liable on the grounds of "should have known", and therefore can be said to have DELIBERATELY set this situation up to screw the player (even if this was merely down to failure to properly train CS in how things work, or CS acting outside their remit), just as the PLAYER who "should have known" is deemed to have DELIBERATELY acted in a manner contrary to that expected.


Many rogue casinos screw players by first making an "off the record" special deal with them, and if they win, saying there is no record of such a deal having been offered, and that the player therefore will not be paid from said deal.
 
Sorry RC- the OP played his winnings back.

I know it is tempting to blame the casino in these cases, but it is never their fault.

Accept it as a lesson learned

The other issue of the casino not allowing withdrawal seems to be a case of the left hand not knowing what the right hand is doing. The payments team obviously didn't get the memo that management had approved the waiver of bonus restrictions. It is certainly incompetent, but a long way from rogue. After all, they did eventually sort it but you had already lost the funds.

You deposited $5k. Enough for a decent holiday yeah?

N.B. Support did not leave any bonus in the account. The OP said it was left over from a previous bonus I.E. he didn't zero out his balance before making a fresh deposit which will result in carry-over wagering in just about every casino. Puts a different light on things IMO.

Even if it was a deliberate stall, the player was in no way forced to play back the money.

A little more patience might have produced a very different outcome.
 
Contact your bank (Nordea?) that issued the card and see if its possible to charge back. Show all of the communication etc. This was done deliberately IMO so let them suffer. Assuming it was credit and not debit.
 
Nifty29 said:
Sorry RC- the OP played his winnings back.

I know it is tempting to blame the casino in these cases, but it is never their fault.

Accept it as a lesson learned

The other issue of the casino not allowing withdrawal seems to be a case of the left hand not knowing what the right hand is doing. The payments team obviously didn't get the memo that management had approved the waiver of bonus restrictions. It is certainly incompetent, but a long way from rogue. After all, they did eventually sort it but you had already lost the funds.

You deposited $5k. Enough for a decent holiday yeah?
Click to expand...

nifty about the casino never being wrong why then do we have a rogue pit

and the crime started at the casino's flim flaming the player


on a more serious note this player is a first time poster and id like to see a screen shot of the casino deposite and balance because any one that deposited 5,000.00$$ should have there head examined in my opinion

when 500.00$$ deposits are more than sufficient [lets resolve this ]
respect to the player but i dont want my leg pulled
 
RC - I think you misunderstood. I said "in these cases " I.e. where player chooses to keep pl risking their winnings whilst awaiting payment.

I wonder if this thread would exist if the OP doubled their winnings instead of losing them?

It is also irresponsible for members to encourage others to chargeback
Not only is it grounds for a permanent forum ban, but it could constitute fraud if the casino can clearly show that all services were provided according to their terms and conditions.
 
Nifty29 said:
Sorry RC- the OP played his winnings back.

I know it is tempting to blame the casino in these cases, but it is never their fault.

Accept it as a lesson learned

The other issue of the casino not allowing withdrawal seems to be a case of the left hand not knowing what the right hand is doing. The payments team obviously didn't get the memo that management had approved the waiver of bonus restrictions. It is certainly incompetent, but a long way from rogue. After all, they did eventually sort it but you had already lost the funds.

You deposited $5k. Enough for a decent holiday yeah?

N.B. Support did not leave any bonus in the account. The OP said it was left over from a previous bonus I.E. he didn't zero out his balance before making a fresh deposit which will result in carry-over wagering in just about every casino. Puts a different light on things IMO.

Even if it was a deliberate stall, the player was in no way forced to play back the money.

A little more patience might have produced a very different outcome.
Click to expand...

Support however "should have known" that in this situation, the deal under discussion would not be valid, yet they went ahead and told the player everything was OK. Player deposited, and the $10K bonus was removed.

Support SHOULD have told the player that they could NOT offer the deal until he had played the balance down to zero, and to come back to them when he had, and they would then set the deal in motion.

The agent WORKS THERE, the player does NOT. The onus is therefore on the CASINO to make sure things are set up properly. We are taking 5K, not "small change". We do NOT expect this level of incompetence when we are spending THIS kind of money anywhere else, so WHY is it in any way acceptable online.

The ONLY error of judgement made by the player is impatience, and playing the balance away, rather than sticking to his guns and pursuing the casino for the money. The casino can now argue that the problem no longer requires a resolution, and can then BS an explanation that they WOULD have honoured the payout if only the player was more patient, and there is no way to prove otherwise now the money is gone.

This is a common ploy, stonewall in the hope the player loses patience and plays everything back. It seems this happens in almost half the complaints of this nature seen in the forum, so it clearly WORKS as far as casinos are concerned. The other half who stick it out often DO get paid in the end after a fight.
 
I agree (again:rolleyes:) with Nifty, encouraging a newbie to do a chargeback is NOT good advice. Once again, I would suggest the OP to contact the casino rep, and patiently and politely explain all that transpired.

VWM also has it right when he stated, more and more casinos are doing this delay tactic in hopes the players lose patience and play it all back. We've now seen several threads in the last few weeks with complaints of these issues. Also, the OP should have made sure he/she had zereod out their balance before redepositing to make sure there was no room for doubt about any WR. We've all seen where that odd penny is cause for violation of bonus terms/continued WR on fresh deposits/etc.

BUT on the other foot, players need to start acting responsibly and rationally. If the OP had not lost their temper and applied a little patience, they would now have money in hand.
 
Nifty29 said:
RC - I think you misunderstood. I said "in these cases " I.e. where player chooses to keep pl risking their winnings whilst awaiting payment.

I wonder if this thread would exist if the OP doubled their winnings instead of losing them?

It is also irresponsible for members to encourage others to charge back
Not only is it grounds for a permanent forum ban, but it could constitute fraud if the casino can clearly show that all services were provided according to their terms and conditions.
Click to expand...


nifty i hold true with [as i stated not using the term to decline the cc charge ]

LETS GET TAHT understood , right now im still smelling a rat his pigeon English is sounding rehearsed [ i hope im wrong ]
and the sum of money [unless he won it in a lottery ] should be owned
by a more intelligent person [ degrees of exception ]

i stay by screen shots or it dident happen, if proved wrong ill humbly apologise
everyone's friend rocky catt

P S TO REIETERATE no one should initiate a charge back UNLESS there being robbed
 
ksech said:
I agree (again:rolleyes:) with Nifty, encouraging a newbie to do a chargeback is NOT good advice. Once again, I would suggest the OP to contact the casino rep, and patiently and politely explain all that transpired.

VWM also has it right when he stated, more and more casinos are doing this delay tactic in hopes the players lose patience and play it all back. We've now seen several threads in the last few weeks with complaints of these issues. Also, the OP should have made sure he/she had zereod out their balance before redepositing to make sure there was no room for doubt about any WR. We've all seen where that odd penny is cause for violation of bonus terms/continued WR on fresh deposits/etc.

BUT on the other foot, players need to start acting responsibly and rationally. If the OP had not lost their temper and applied a little patience, they would now have money in hand.
Click to expand...

only if knowingly getting robbed my dear
 
Bottom line is the casino reneged on what was promised. Twice, so they perfectly well knew what they were doing.
In the only hope of getting a 5k deposit.

If a merchant doesnt provide the promised service, chargeback is totally legit. Whatever the OP will go that route or not (and be successful) is up to him, its just that he should be aware that its an option.
 
ksech said:
I agree (again:rolleyes:) with Nifty, encouraging a newbie to do a chargeback is NOT good advice. Once again, I would suggest the OP to contact the casino rep, and patiently and politely explain all that transpired.

VWM also has it right when he stated, more and more casinos are doing this delay tactic in hopes the players lose patience and play it all back. We've now seen several threads in the last few weeks with complaints of these issues. Also, the OP should have made sure he/she had zereod out their balance before redepositing to make sure there was no room for doubt about any WR. We've all seen where that odd penny is cause for violation of bonus terms/continued WR on fresh deposits/etc.

BUT on the other foot, players need to start acting responsibly and rationally. If the OP had not lost their temper and applied a little patience, they would now have money in hand.
Click to expand...

Whilst we all know this from experience, you will almost NEVER find this explained in the terms and conditions. Therefore an inexperienced player has no way of knowing what an individual casino's policy is on this, until the first time it catches them out.

Even EXPERIENCED players are encountering problems like this for the first time, and are wondering "WTF is going on". This seems to be happening quite a bit with MGS after a bug was introduced into ClearPlay that sometimes fails to cancel WR after a player zeroes out. The odd thing is, leave a few pennies behind, rather than zero completely, and ClearPlay DOES cancel the lingering WR (the odd few pennies move to cash balance from bonus after the deposit is made), it is when the balance is EXACTLY zero that the bug can appear.

The casinos KNOW this issue keeps creating problems for players, and has been for YEARS, but they are not going to do anything about it, since it ALWAYS works in favour of the CASINO.

When a bug works in favour of the PLAYER, the software supplier moves FAST to fix it, or at least to disable to buggy game until they do.
 
I just saw the bottom line:what:

Deposit.......bonus........ 0.01


NOW I see the stunt they pulled.

Looks like they dropped a PENNY into your account a short while before you deposited.

It would help even more if you could take a screenshot of what happened BEFORE this.

It's a shame the running balance isn't shown.

I also don't see any sign of the 10K bonus being removed, so can you show this did indeed take place before you played?


Playtech, isn't it....... need I say more:rolleyes:
 
Jasminebed said:
A one penny bonus for a player that deposits large sums! This was meant to be a trap from the start.
Click to expand...

I agree, I too noticed the .01 deposit bonus and I looked also and never saw where they took off the other bonus they said they did. This is definitely entrapment on the casinos part,IMO.

And yes VWM, they are playtech (just looked)...
 
Cheated gambler said:
medroller to thank that 0.01:notworthy

Nice customer service Europa Casino...
Click to expand...


Can you get a screenshot of a few transactions prior to that penny going in, just to ram the point home.

Do you have any way to get a screenshot that makes this even clearer, such as a history around this time showing a running balance total after each of these transactions.

This might be in "games" view, rather than "transactions".

I don't trust Playtech casinos in the slightest, because they are constantly pulling stunts on players, and Playtech wash their hands of any responsibilty.

If you think YOU got screwed, just think how that Canadian player felt when Joyland screwed her out of $2MILLION won from a progressive jackpot, which Playtech handed over IN FULL to the operator. William Hill took them over, but cannot explain what happened to this $2million, and are not prepared to take responsibilty because it happened under the former owners. She DID get the other $2million, but was bullied into accepting half, because the alternative was a payment plan over 30 YEARS, pretty rogue considering this was a network progressive which Playtech handed over IN FULL and AT ONCE to the operator.

Previous to this, a South African player had the ENTIRE amount from a progressive jackpot denied without any concrete reasons. Given that this was money handed over by Playtech, rather than payment from the float of the operator concerned. The fact that the operator was virtually bust at the time should NOT have prevented the payout. It looks like the casino stole it in order to keep themselves afloat. Again, Playtech let it go.

Despite these issues, Playtech see no need to change the way progressives are paid to players, yet a simple change to Playtech paying direct to the player, rather than via the operator, would eliminate these problems.

There are very few accredited Playtech casinos, one less now after another one decided to behave more like it's rogue bretheren.
 
This one is pretty big. Better to leave it for Max.
Ones like this are more Casinomeister's job though.
And he is on holidays as far as I know.

From what I have read, it is looking bad for "Cheated Gambler" beacuse he has played it back.

Just looking at Europa Casino's site now. They're Playtech alright.
 
Maybe this is warning for all you... i dont care.

If u trust somebody or some online casino heh be carefully... They can cheat you if they want?

NO broblems im still alilve :)

I dont play online roulette anymore... ty for E C :cool:
 
Cheated gambler said:
Maybe this is warning for all you... i dont care.

If u trust somebody or some online casino heh be carefully... They can cheat you if they want?

NO broblems im still alilve :)

I dont play online roulette anymore... ty for E C :cool:
Click to expand...

Maybe so, but why let them off the hook. What about OTHER players they might screw over next?

They are NOT in the rogue pit, so there is a case for investigating this incident, even though you played back the money.
 
petro said:
This one is pretty big. Better to leave it for Max.
Ones like this are more Casinomeister's job though.
And he is on holidays as far as I know.

From what I have read, it is looking bad for "Cheated Gambler" beacuse he has played it back.

Just looking at Europa Casino's site now. They're Playtech alright.
Click to expand...

Im not at holiday because E C grr... They ruin my holiday and a lot...

Not my fault and i cant help my self.... im going to play poker to Las Palmas :)

Nice new year to E C... hope u learn your lessons ASS HOLES
 

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