Rich Reels: Policy blunder, and refuses permanent exclusion.

[3mptyseat]

Hi guys! I have had an issue this weekend with a casino group that I have long been a gold vip at. The Villento Brands casino Rich Reels was for many months now my favorite casino and though I have had some issues of late over their bold face untruths regarding the auditing and seal approval by eCogra of their sites, I have always enjoyed myself there, and until now, had no cause to leave.

But on Friday, I made a deposit, and then another, and while both deposits where debited from my account, neither was ever credited to my players account. Now today I provided sufficent proof that the charges were indeed 'posted' off of my account. And while I maintained all along that in such a situation, a player who has deposited over $25k since Sept 1 2010 deserved to have the small deposits of $34 and $20 manually added to the account, they cited policy and said it was an impossibility.

For more on this issue, here is a link to the thread I started on Friday after the muffed deposits... http://www.casinomeister.com/forums/...tml#post413055

This morning they also said, while they have reiceived payment for the two charges, they are crediting both charges back to my debit card, wtf? I had asserted that I felt tying up my money, however petty the amounts, for this long was not in good faith and I was going to close my accounts. I have done so this morning and attempted to exclude myself permanently from their sites.

And that attempt at permanent exclusion is what leads to this thread: Please read the chat I just finished with their CSR,

Please wait for a site operator to respond.
You are now chatting with 'Rainer'
Rainer: Hi dustin, welcome to our live help facility. How may I assist you today?
dustin: are you the supervisor on duty at the moment Rainer my good fellow?
Rainer: No, but I will be able to assist you with your query.
dustin: no query today Rainer, I want my Rich Reels account closed and I want to be excluded from Villento Brand products in perpetuity.
Rainer: May I ask the reason behind your decision?
dustin: I have endured a quite ridiculous weekend with ur payment processor charging my acct and then not crediting the funds to my rich reels acct, and I am a gold vip, who has lost 25k here in 5 months. For you guys to not manually credit the account after I proved the charges was a huge "Fuck YOU!" and it shows that u guys have no interest in customer service. This blunder has left my hands tied. As much as I have enjoyed ur services, I have reasonable guidelines and principles that will keep me from ever supporting this company again.
dustin: The only reason a casino makes money, and keeps its lights on is bc of CLIENTS. CLIENTS stick around bc of trust, You guys have not shown u understand this concept, and I don't trust u anymore
Rainer: We are unable to manually credit the deposits as all time out deposits are refunded to the respective Cards with which the deposit was made
dustin: OK< then there we are, at diametric opposition over poiicy, close the account and exclude me forever from Villento Brand products
dustin: policy*
Rainer: There was an issue with the processor over the weekend and this has since been resolved
dustin: I understand, close the account and exclude me forever from Villento Brand products
Rainer: As you wish Dustin
Rainer: The account has been closed.
dustin: forever, if I come back and try to reopen the account, and I am allowed to, I will go to the KGC?
Rainer: If you do change your mind it can be re-opened.
dustin: okay, this should suffice as evidence that your group does not deserve the license you hold, thanks a lot, I wish your group continued success and can only hope one day you see the error in ur policy, ur ethos, and through such epiphany; u change ur ways
dustin: perm. exclusion is a hallmark of any casino worthy of licensing, I am sorry ur business model does not include that, good day.

CM, Max,; At ur request, I can substantiate my claims here and I also have some damning evidence of them making claims that their level 11 software (US facing) is audited and sealed by eCogra. Moreover, I have a statement from Tex Rees @ eCogra suggesting that 'no level 11 software is audited or approved by,' eCogra.

I Think they might deserve a trip to rogue section. At least their US facing sites do IMHO. Either way, I felt the punters out there deserved to know...

Good Luck Guys.

[Gret]

...$54 tied up for two days?

Haven't they given you some "free money" over the time you played there?

[CURTSONLYLOVE10]

i had the same problem u had on friday....went to deposit 21.00 money taken off cc but not put in my account...sent support the statement stating that the money was indeed taken off....they said it would be fixed on monday when eprocessing is back up...ok a little upset becasue i wanted to play...before i could express that to cs they said hold for a 35.00 bonus in ur account...sure put a smile on my face.....more than i was going to deposit....


now i just have to hope that the 21.00 and the .45 they charge for the transaction is put back on my card today...

[3mptyseat]

...$54 tied up for two days?

Haven't they given you some "free money" over the time you played there?

IMO, that is not the point, and three days would be more accurate. Plus the 3-5 days until it hits my card that I will be waiting. SO, while I understand that insignificance of 6-8 days and of $54, I fail to see ur point?

I would hate to assume anything, but I think ur implying that $54 is not very much money. If so, I agree, and that is the point I have in the thread linked above. $28k deposited in 5 months between both sites of theirs and they are gonna hold up $54 bux and the hundreds more I would have deposited after that this past weekend if I still trusted them? Seems like brilliant player relations to me. Also seems like an incredible policy given that deposits are the thing they are after. And if every other weekend for the past 5 months was any kind of indicator, that $54 bux was the cherry on the sundae... But that is not the topic of this thread.

The point of this thread is that they are unwilling to close my account and exclude me, and moreover, they have been making bogus auditing claims!

[MommyMachine]

Gret, Doesn't matter if it was a $1, if they took it from his card, put the money in his account. Simple enough, yes? This player was a VIP, played thousands of dollars in a few months and the casino chose to lose that player over $54? Free money or no free money it's ridiculous.

Like I said in the other thread; if the situation was turned around and someone deposited money, it went into thier account, but RR didn't get the money from the processor, do you think they would be so patient? Me thinks not.

The self exclusion is a whole different monster. Promblem gamblers (not saying you 3mpty) need to have a way to close accounts; never to be reopened. What if the OP was a problem gambler, would they tell him "If you do change your mind it can be re-opened."?

That is definitely rogue like behavior.

[petro]

Rainer: May I ask the reason behind your decision?
They always ask me this.
I have become accustomed to not telling them, just saying; I don't think it is polite to say.
I wouldn't be closing my account anyway unless a resolution is impossible.

[Gret]

IMO, that is not the point, and three days would be more accurate. Plus the 3-5 days until it hits my card that I will be waiting. SO, while I understand that insignificance of 6-8 days and of $54, I fail to see ur point?

OK...I'm a very relaxed and mellow person and would have given them the time to make it right about the deposit. The amount of play that you gave them was substantial and I wouldn't want to lose that goodwill, if there was any.

Don't know jack about the audit and closing the account issues.

Lets go ahead and rip a new one and show 'em who's boss!

[mrjones]

dustin: perm. exclusion is a hallmark of any casino worthy of licensing, I am sorry ur business model does not include that, good day.
hi,
sorry to say no online casino seems to have this function at all ask 32red ! you can indeed get this at bricks & mortar casinos without any problems at all , they will ensure that you can never walk through there casino or any other in there group ( uk ), i wouldnt be surprised if 3dice was the only casino to where you could indeed ask then for a life time ban & they would uphold it , casinos see £ signs & $ signs most casinos are only interested in this , not all of them ,but most , it shows in the other thread which ( nate ) had started , about how much bc is there for problem gamblers & so much more. standard should be if any player at any time asks for a total ban from there chain in casinos most be upheld . under no circumstances should any CASINO let the player reopen a account, for whatever reason this way they shall not be held responisble for any problems arising from that player , its simple to most people , just not to casinos , because perhaps theyre thinking more funds into there accounts ,

[3mptyseat]

OK...I'm a very relaxed and mellow person and would have given them the time to make it right about the deposit. The amount of play that you gave them was substantial and I wouldn't want to lose that goodwill, if there was any.

Don't know jack about the audit and closing the account issues.

Lets go ahead and rip a new one and show 'em who's boss!

I dont want to rip anyone a new one for the sake of the ripping. I just feel betrayed by their attitude. I also feel that any dishonesty about auditing is a huge red flag for players, and since I stumbled upon their dishonesty in this regard, I felt a certain responsibility to bring it to the publics attention. I have no reason to believe that the software is not random, but I do have some evidence that they will lie about the auditing that was never preformed on the level 11 software. Now that may lead people to assume their software lacks integrity, but I would only go as far as to say that it shows people running the site lack integrity. And for me thats saying too much for my continued support.

There is another thread here somewhere by a member asking if anyone has had any luck at the Level 11 U.S. facing 'Royal Vegas' site. I know that they are a casino with a commitment to integrity. I would go as far as to say that if indeed their Level 11 software is the same as Villentos, then there probably is no cause for concern about playing on the U.S. facing platform offered by Villento Brands. But it begs the question; "Why the hell are they lying about their auditing?"

I am not asking anyone to stop playing at Villento or Rich Reels, and as I stated, my 'new one' ripping agenda is non-existent. But, as per its purpose in the mission statement, CM is a place for info sharing. Here is that mission statement: http://www.casinomeister.com/philosophy.php

My favorite part is the 'trust is spawned by information' part. It's a truism in my book. And when I got more information, I stopped trusting Rich Reels and Villento. And this remains my point.

[Mousey]

Moreover, I have a statement from Tex Rees @ eCogra suggesting that 'no level 11 software is audited or approved by,' eCogra.

This is a very important point...

since MG chopped off a bit of its software and either sold it or leased it out or whatever (I still do not understand exactly what occurred or why) the U.S. only facing software is NOT accredited here, NOT eCogra certified... no one is looking after the mutated, U.S. only, former MG, hen house in other words.