All accounts locked at Rival White Labels - no explanation

[mclee321]

Now, I mostly play at independant Rivals (Spartan Slots, Black Diamond etc), but I have have still been playing at Superior Casino, because they have some decent offers and (always for me) cashed out quickly.

Just to set the scene - I only ever play slots. I often take a bonus, but not always. I've always played through bonus requirements with a great deal of playthrough on top. I've only made 1 or 2 withdraws at Superior, compared to 25 odd deposits. The withdraws were probably $500. I've never chargedback, and wouldn't dream of doing so. I don't grind out bonuses after a big win, all my slot bets are between 80cent and $3.

I attempted to log in on Friday (Superior) and was imformed my account was locked. Checking the other white labels (that I don't really play at), I was also locked out of those. I've not played at Superior for over a week, and my last cashout was a month ago at the very least.

I contacted live chat -
--------------------------------------------------------------------------
All operators are currently assisting others. Thanks for your patience. You are currently placed in queue number 1. The average wait is 31seconds. An operator will be with you shortly.

You are now chatting with '******'
******: Welcome to casino Live Chat. How may I help you?

mclee321: Hi, my username is xxxxxxx and my e-mail address is xxxxxxxxx@xxxxxx My superior account (and a few other rival accounts) has been locked out. I was just checking why

******: Your patience is appreciated. I will be with you shortly.

mclee321: Thanks ******

******: We are currently extremely busy. Please be patient I will be with you shortly. I apologize for this delay.

mclee321: Its no problem

******: I will be right with you.

******: The accounts have been closed due to charge backs.

mclee321: ******, that can' be right, i only deposit via moneybookers. I've only ever made 1 credit card deposit.

mclee321: And i've certainly never charged back.

******: I'm sorry my mistake the reason the accounts were closed was a decision made by management.

mclee321: I don't understand, what could I possibly have done? I deposit, I mostly lose. I occasionally withdraw. Any particular reason?

******: I am sorry to inform you but the casino reserves the right to deny promotions to anyone, without disclosing the reason why.

mclee321: Promotions? My account is locked, I not really asking about promotions.

******: The account was locked by management and the reason therefore is not disclosed why.

mclee321: Forgive me, but you first claimed I made a fraudulant act, a chargeback, which I didn't. Then I get get no explanation as to why my accounts is locked at all. I don't want to fight with you ******, I know you have guidelines to follow, but can anyone tell me why?

******: I apologize for the previous statement made but the reason the account was closed was a decision by management and we as support do not know the reason why this was made. You can however send an email to support@superiorcasino.com inquiring why this decision was made by management and you will be replied as soon as possible per email.

mclee321: Ok thank you ******. I really don't understand the Rival companies sometimes, it like the management go out of their way to alienate genuine playes. Hope you have a better night following this ******, see you.

******: Thank you for using Live Support. Should you have any future questions, please contact us again.
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So I'm accused of making chargebacks, then told thats not the reason and I can't be told what the reason is. They really have hired some special people to manage these casinos.

I e-mail support as advised (no rep here), asking why I had been banned from playing, mentioning the confusing reports I had from live chat. Inevitabily I recieved -

------------------------------------------------------------------------
Dear xxxxx,

We have checked our records and as we can see, you were already
informed by the representative that assisted you in chat that the
account was not locked by chargebacks but based on decisions made by
management.

We are sorry to inform you that your account will remain closed.

The casino reserves the right to refuse membership in the casino to any
applicant or to suspend an existing member's playing privileges without
notice or cause at The casino's sole discretion.

Sincerely,

Superior Customer Support
--------------------------------------------------------------------------


So who knows what they thought I did. If they accused me of making chargebacks, then retracted it, what other fantasy reason could they be using.

I don't want to play here ever again, I just want to make them look incompetent. The monkeys who make these policies, be it managers at Superior or Rival, are truly the most uneducated, brain damaged morons I've ever expeirenced.

Seeing them rogued, would also be nice.

[Mousey]

Most are 'Not Recommended' and a couple are Rogued.

Personally, as much as I enjoyed their software, I don't trust them as far as I could toss a bowling ball.

Your problem, unfortunately, is that you don't know their reasoning behind the white labels lock out. If it has anything even slightly to do with payment processing, or your ID, whether the problem is real or imagined, it could cause you difficulty with other casinos and processors in future.

If it's simply because you're ahead (in the black) at their casinos, then congrats, and their lock out assures they don't get a chance to get any of their money back.

Good luck.

[voodookitty]

I am not surprised, as they have such unexplainable business practices.
(with the exception of the SlotoCash and Box 24 groups)

I would look at it like this ~ they probably did you a favor!

I stopped playing at them a couple of years ago and really have no desire to ever play at their casinos again.
Long withdrawals times with every excuse in the book, bonus blocked, etc... they did me a favor, by pissing me off!

[vinylweatherman]

Try this


Contact the INDEPENDENT Rival casinos and tell them about this unexplained lock-out, and the accusation first of making chargebacks, and then it's retraction and CLEAR suggestion that you have "done something wrong". Tell these independents that you KNOW all Rivals share information, and until this matter is "cleared up" and you get a proper explanation and assurances, you will NOT be making any further deposits because you cannot be confident that this problem will not surface at the independents because you don't know what it is, but it is clearly VERY SERIOUS given the action taken.

With you being a genuine player, rather than a "bonus abuser", the independents will have some common sense, and think "WTF! We are not going to lose a player over this Rival incompetence........".

Since there IS this sharing of data, these independents CAN find out what has been going on

You may find out this is based on some algorithm that determined you are a "negative value player", which can simply mean you don't lose enough, rather than anything to do with HOW you play, and whether this is with, or without, bonuses.

Rival already look bad, and it seems they don't care HOW much worse this gets. Unlike US players though, you have plenty of choice, and there is every chance the independents will "sort this out" quickly, and you will be able to return to playing a few Rival casinos.

[mclee321]

Thanks for the replies guys.

Vinyl, my independant accounts (sloto, spartan, black diamond) were never locked out at all.

A clue which backs up your theory is that I was suddenly bonus banned at Spartan slots (at the same time my white label accounts were locked), which means the Rival database made a system wide ajustment to my profile.

Spartan quickly cleared this up. This group and Sloto have always been excellent casinos to use, it's a shame they have to share the negative perceptions of the Bonne Chance white labels.

I had no funds stored in the white labels, but what would have happened if I had? Locked out, no explanation, no way to release the funds and no one willing to explain the issue.

Basically criminal activity on Superior/Rivals part.

If I play by all the rules I expect better treatment, at no point have I done anything remotely wrong. They disgust me.

[KasinoKing]

Basically criminal activity on Superior/Rivals part.

If I play by all the rules I expect better treatment, at no point have I done anything remotely wrong. They disgust me.

If you'd like me to, I could get in touch with my contact at Superior to see if he would investigate what exactly has occurred in your case. (I can't make any promises though, obviously).

I didn't offer after reading your first post because it seemed you weren't interested in pursuing it further. Let me know if you'd like me to try for you. (I would need your Superior Casino username).

KK

[mclee321]

Thank you KK, I have sent you a PM with the details.

As mentioned to KK, I'm seemingly being accused of being linked to a fraudulent account.

One of the Rival Casinos when logging in claims "your account has been linked to fraudulent action in our database"

This is, of course, Horseshit.

I'm concerned this libelous information could be passed around, therefore I'm grateful for KK's offer.

I'm sorry but how can I let this go. I say again, I have done nothing remotely improper.

[vinylweatherman]

Thank you KK, I have sent you a PM with the details.

As mentioned to KK, I'm seemingly being accused of being linked to a fraudulent account.

One of the Rival Casinos when logging in claims "your account has been linked to fraudulent action in our database"

This is, of course, Horseshit.

I'm concerned this libelous information could be passed around, therefore I'm grateful for KK's offer.

I'm sorry but how can I let this go. I say again, I have done nothing remotely improper.

Clearly, it HAS been passed around, which is why ALL your white label accounts were suddenly locked. It has even been passed to the independents, which is TRUE libel, having been shared to a third party not related to Bonne Chance.
ONE independent just bonus banned you, and the other two didn't seem to think the matter important enough to take any action.....yet - and this is the problem; without knowing what is going on, you cannot assume that the remaining 2 independents will not take this further, and lock you out when you DO have funds tied up.

This is perfectly NORMAL behaviour for Rival, which is WHY they ended up as "not recommended". Despite protests and interventions, Rival HAVE NOT CHANGED, and whatever KK achieves in your case does NOTHING to address the underlying problem, and soon another player will suffer, and another, and another, and so on.....

[lots0]

TI'm sorry but how can I let this go. I say again, I have done nothing remotely improper.

You don't have to do anything improper.

They can close your account and refuse to do business with you FOR ANY REASON and they don't have to tell you why... That's the deal you agreed to when you deposited... Read the Terms of Service.

Don't get me wrong, I am not saying you did anything wrong. I am just saying the casino didn't do anything wrong either.

You may not agree with or like their decision to close your account... But they are completely within the terms you agreed too... And the fact is you are not entitled to an explanation... and you agreed to that before you deposited in this casino.

They also tell you in the agreement that they will 'share' your information with their partners... again you agreed to let them share your info, before you deposit and play... Now you complain about it.

I am not saying that RIVAL are good guys... but they didn't break the agreement you made with them, at least from what has been said here.

[vinylweatherman]

You don't have to do anything improper.

They can close your account and refuse to do business with you FOR ANY REASON and they don't have to tell you why... That's the deal you agreed to when you deposited... Read the Terms of Service.

Don't get me wrong, I am not saying you did anything wrong. I am just saying the casino didn't do anything wrong either.

You may not agree with or like their decision to close your account... But they are completely within the terms you agreed too... And the fact is you are not entitled to an explanation... and you agreed to that before you deposited in this casino.

They also tell you in the agreement that they will 'share' your information with their partners... again you agreed to let them share your info, before you deposit and play... Now you complain about it.

I am not saying that RIVAL are good guys... but they didn't break the agreement you made with them, at least from what has been said here.

They may not have broken the agreement, but may have broken the LAW. Certain "agreements" in contracts are simply illegal, and CANNOT be legally enforced. There are also many "reasons" that CANNOT be used to deny service to a customer, and these relate to such things as race, religion, gender, etc. In law, it is up to the BUSINESS to prove that the reason to refuse service is NOT down to one of these things, and the only way to do this is to give the reason as part of their defence. There are many cases where people are refused service, and have grounds to believe the discrimination was illegal, and where this turns out to be the case, the terms do NOT matter one bit, the business is found guilty, and has to pay damages.

Also illegal are "one sided" contracts, where the business gives itself the right to do pretty much anything it wants, and the consumer has little or no say. Many casino terms and conditions fall into this category, and the ONLY reason they have been able to get away with it is because the internet makes recourse to law difficult, and hence rarely used.

If this industry DOES become more mainstream, it will find that recourse to law becomes more common, and they may find their terms being thrown out by the courts, leaving them exposed to claims they thought their terms protected them from.

At the moment, this policy by Rival has cost them MANY customers who WOULD be playing had there NOT been a constant stream of such tales of woe. If we don't know WHY this happens to other players, how can we know it won't happen to US when we play there.