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29th March 2006, 01:00 AM
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Winner Casino Revoked Winnings of $715
This is most of the email I sent to casinomeister.
Hello. I deposited $100 into Winners casino and received a $185 bonus. I played blackjack one day and video poker another. I'm not sure exactly how much I won at each, but my final balance was around $1000. I withdrew all my winnings and deposit, leaving the $185 bonus in my account. A few days later they email me a $25 gift certificate for Amazon which didn't even work. I log back into my account and there is only $285 sitting there. I contact them and they say that there was a glitch in their blackjack software so all activity was erased. The blackjack game appeared normal to me, except I had better than average luck which happens sometimes, but nothing outrageous. No game logs are available in the casino. At least I can't find them, and their customer service can't seem to tell me where they are. I asked them for the BJ game logs and they say they have been deleted. I asked them exactly what the glitch was and they said the tech dept will send me an email with the details. I 'm waiting for this. As far as the Video Poker, I can't find the game logs on their website but they say they have them but can't send them to me right now. I'm waiting for these too. They said nothing about a glitch in video poker. I'm very frustrated over this as I thought I had made a nice winning. Do you have any idea how I can recover it? Katy George I will post updates later, including emails sent and conversations through their live chat. Has anyone else played there during this time or had similar problems before? |
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29th March 2006, 01:12 AM
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What is their url?winnerscasino.com?I think it is not.
If they say there is a problem with their software,they have to pay you. I had a problem like this at the past.I deposited 100$ and play bj.And I made more than 2k. I played 10$ each hand and I saw that I won 24 hands in same row.Then software begun crazy and there were 8 software on the screen.I saw there is a problem but continue to play .I lost all my hands and drop about 1k.Then closed software and install it again.I again made more than 1500$ and again same problem occur.I continued to play with all my money and lost all of them. I thought ''there is a problem with software.I can win 100k today or lost all of them.'' : ) so continued to play and lost. It was exciting. We are waiting updates about your issue. |
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29th March 2006, 01:15 AM
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Ouch, Katty. You are not alone in the dark forrest though.
Winner Casino has been doing a "decent" spring-cleaning of their BJ-winners as you may read here. Good luck. |
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29th March 2006, 01:46 AM
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here is their URL http://www.winner.com/
Now they have closed my account saying that I cashed out before meeting the wage requirments! I never requested a cashout but the original one they revoked. The other one was initiated by them. Here are our conversations. LIVE CHAT MARCH 25 Anna: Hello Catherine George: hello Anna: How may I help you? Catherine George: I am extremely frustrated Anna: I was just reading the email you sent... Catherine George: I played blackjack until my balance was up to $1000 Catherine George: I made a cash out Catherine George: and next thing I know, all my winnings are gone Anna: I know Catherine George: I can't believe it Anna: I understand that you are frustrated about this Catherine George: Then you send me a gift certificate for $25? Catherine George: what are you thinking? Catherine George: is that supposed to rectify things? Anna: Well first I hope you understand that all the decisions that led to this situation were made by the casino manager Anna: and not customer service Catherine George: I don't care who they were made by Catherine George: this is ridiculous Catherine George: I've never felt so cheated Anna: so I would really like to answer all your quetions Anna: Please bare with me when I try to explain Catherine George: where are you from? Catherine George: and in what country is this casino? Catherine George: based Anna: the casino is located in Cyprus Anna: It's all in our website if you would like to check I can give you a link Catherine George: I don't want to check anything Catherine George: I want my winnings back Anna: basically when theres a glitch in the system as it was during the dates mentioned in the email that was sent to you Catherine George: what??? Catherine George: a glitch?? Catherine George: that's not my problem Catherine George: that's yours Catherine George: I bet there's a "glitch" everytime people win Anna: no, many players win at our casino all the time Anna: this is the first time it ever happend Anna: hopefully the last Catherine George: BS Catherine George: if this situation isn't resolved favorably Anna: click here Catherine George: I will report it to everyone I know who gambles online Anna: please check the link I gave you Catherine George: and every casino site I see online Catherine George: it's probably a virus Anna: please read section 4.4 Catherine George: so? Catherine George: that says nothing about what happened to me Catherine George: I won money Catherine George: WHERE IS MY MONEY???????????????????????????? Anna: well indirectly it does Catherine George: WHERE WHERE WHERE???????????????????????????? Catherine George: no it doesn Anna: when you signd up to our casino you agreed to our T&C Catherine George: and where does it say there Catherine George: that you have the right to confiscate my winnings? Catherine George: no where Catherine George: this is BS Anna: this is from the section: IN THE EVENT OF COMMUNICATIONS OR SYSTEM ERRORS OCCURING IN CONNECTION WITH THE SETTELMENT OF ACCOUNTS OR OTHER FEATURES OR COMPONENTS OF THE SOFTWARE WE WILL NOT BE LIABLE TO YOU OR TO ANY THIRD PARTY FOR ANY COSTS, EXPENSES, LOSSES OR CLAIMS ARISING RESULTING FROM SUCH ERRORS. Anna: since your winnings were a part of the glitch in the system Anna: or caused by it Anna: the cashout had to be void Catherine George: I can't even read your crap Catherine George: why is the text size so large now Catherine George: this chat box is terribl;e Anna: sorry I didn't know it would show up this big.. I just pasted it from the site Catherine George: no where there does it say you are allowed to confiscate my winings if your software malfunctions Catherine George: I don't even believe your software malfunctioned Catherine George: where are you getting that from Catherine George: what is that malfuction anyway? Anna: the system went though some upgrading a week ago Catherine George: the game worked perfectly fine when I palyed Catherine George: I had better than average luck Catherine George: so what/ Anna: and becasue of that there were some errors in the BJ game Catherine George: sometimes you win and sometimes you lose Catherine George: WHAT ERROR? Anna: well it wasn't exactly better than average luck Anna: what happend is the odds were in favour of the player Catherine George: how in favor? Catherine George: what was the glitch in the BJ game Catherine George: the game of BJ isn't complicated Catherine George: tell me what the glitch was? Catherine George: huh? Catherine George: WHAT WAS IT? Anna: I'm not sure about the small details, the tech dept. never explained that to me Anna: if you want I can email them and ask for the specifics Catherine George: WELL YOU BETTER EXPLAIN IT Catherine George: HASN'T ANYONE ELSE ASKED? Catherine George: AM I THE ONLY PERSON ENRAGED AT BEING STOLEN FROM? Catherine George: OR DID EVERYONE ELSE HAPPEN TO LOSE Catherine George: SO THEY KNOW NOTHING OF THIS MYSTERIOUS "GLITCH?" Anna: Other people who played during those dates had the same actions taken on their accounts Catherine George: who are they? Anna: It is not possible for me to give out players' details Catherine George: this is ridiculous Catherine George: I will contact every onling gaming website Anna: I assure you you are not the only person whos in this situation Catherine George: until your scam is shut down Catherine George: oh really? Catherine George: and no one before has asked you what the glitch was? Catherine George: don't you have an answer prepared? Anna: actually no, I really am sorry Catherine George: WHAT IS THIS GLITCH? Catherine George: HUH??????????????????????????????????????????????? ??????????????????????????? Catherine George: "THE GLITCH" Catherine George: WHAT IN GOD'S NAME ARE YOU TALKING ABOUT? Anna: the email that was written by the manager should supply al the asnwers.. Catherine George: it supplies nothing Catherine George: what was this glitch? Anna: I'm sorry to hear that Anna: it was a fault in the game engine, that really is all there is Catherine George: what? Catherine George: did it magically deal me blackjacks all the time? Catherine George: seemed perfectly normal to me Anna: again if you like, I can ask the technical department to send a details email Catherine George: Yes, send me the details Catherine George: along with MY WINNINGS Anna: you may cash out your balance if you wish Anna: it includes your initial and bonus Catherine George: Funny Catherine George: My balance should be $1000 Catherine George: not a measly $285 Catherine George: Oh thanks for the $25 Amazon certificate Catherine George: that was really nice Catherine George: It didn't even work Catherine George: I don't believe you people Anna: I'm sorry, your winnings were void, this was the casino's decision and it cannot be undone. Anna: the certificate should work, if it does not I will send you the link again Catherine George: I don't want the certificate Catherine George: I want my winnings? Catherine George: where are they? Catherine George: Am I the only player who cares that I was stolen from? Anna: the answers I have given you are the only answers I've got Anna: If you would like to be contacted by my manager Anna: I can arrange for that Catherine George: I would like my winnings Catherine George: That's all I want Catherine George: I don't want to hear any BS from the manager Catherine George: or whoever else Catherine George: tell me what this glitch was Catherine George: BJ is a simple game Catherine George: what could your software have done to give me this "unfair" advantage you speak of? Anna: it is a computer program after all Anna: errors could occure Catherine George: like what? Catherine George: it's just cards being dealt Catherine George: all that determines whether I win or lose is the order in which they're dealt Catherine George: If I'm dealt the A and the Dealer the 6, I'm in good shape Catherine George: if the other way around, he has the advantage Catherine George: it makes no sense that there is a glitch that sytematically gives me an unfair advantage Anna: well, consider if it was the other way around Anna: and the dealer would have the advantage Catherine George: what? Anna: and you would get 99% loses and 1% wins Catherine George: So? Catherine George: I won because I got luckier than average Anna: you would probably complain right? Catherine George: that doesn't mean the software was glitched Catherine George: Of course Catherine George: but that wasn't the case Catherine George: I wasn't winning 99% of the hands Catherine George: that's ridiculous Catherine George: To me it looked like a regular game Catherine George: where I won some hands and lost others Catherine George: but won more than I lost Catherine George: 99%? Catherine George: where are you getting that from? Catherine George: it was nothing like that? Anna: that was just an example... Anna: like I said before, I don't actually know the specifics Anna: but I will be happy to try and find out for you Catherine George: If I had lost my whole balance I wouldn't have complained Catherine George: I would attribute it to worse than average luck Catherine George: that's all Catherine George: this is ridiculous Catherine George: And if I remember correctly Catherine George: I played more than one session Catherine George: 2 I think Catherine George: and won during both of them Catherine George: was there a glitch both times? Catherine George: I played on different days Anna: as was written in the manager email that was sent to you Anna: this happend between March 15 th to March 21st Catherine George: where are my game logs? Catherine George: have they been deleted? Anna: let me check Catherine George: I don't see them in the casino? Anna: yes they were erased Anna: I only see the game log for Video Poker Catherine George: how convenient for you Catherine George: I don't see that either Catherine George: I don't see any of my logs? Anna: I can send you the ones I see of the Video Poker Anna: a session on the 19th Catherine George: send me them Anna: ok one moment Catherine George: I suppose that game had a glitch too Catherine George: ridiculous Anna: umm no as far as I know the glitch was only with BJ Catherine George: how come my balance wasn't affected by when I played VP then? Catherine George: where can I find the game logs in the casino? Anna: ther should be a history section Catherine George: wher? Anna: hold on let me check Anna: I think through Cashier Anna: let me verify, check though Anna: ok I think you should be able to access it through Cashier, then Account Info Catherine George: where? Catherine George: rewareds info? Catherine George: account info? Anna: yes account info Catherine George: cash out history? Catherine George: and in account info Catherine George: ? Catherine George: under what Catherine George: cash out Catherine George: deposit Catherine George: or rewards? Anna: are those the only sections? Catherine George: yes Catherine George: there's nothing about game logs Anna: I think it should show as gaming history Anna: but I'm not sure where to access it from Anna: as far as I know it should be under account info Catherine George: nothing shows Catherine George: and my winnings are gone Catherine George: no game logs? Catherine George: well, there's nothing there Catherine George: As far as you know it should be there? Catherine George: ha Catherine George: winnings confiscated Catherine George: game logs gone Catherine George: where the game logs ever there at all? Catherine George: did you delete them all? Anna: well the BJ ones were erased, I don't see them Catherine George: and the video poker ones? Catherine George: well, where are my game logs? Anna: I'm checking.. Anna: I'm afraid I don't have access to a Real Player account so I don't exctly know except for what I was told Catherine George: do you have my video poker logs? Anna: yes I can see them Catherine George: well, how did I do there? Catherine George: send me the logs please Anna: I can't send them at the moment Anna: I'm sorry you're not satisfied with my answers Anna: I have told you everything I know Anna: and I will contact the tech dept. for more details Catherine George: why can't you send them? Anna: please expect an email from us Catherine George: at the moment? Catherine George: are you going to doctor them up before you send them? Catherine George: is that why? Anna: absolutely not, this is all about biorocracy, I need to get approval before giving out personal information Anna: please understand Catherine George: send me my video poker logs Catherine George: I need them Catherine George: It's amazing I can't access them through the casino Anna: like I said before I'm pretty sure you should be able to Anna: I'm just not sure where from Anna: but I will ask and you will get an email from us with a reply Catherine George: There are hardly any places to click on in you casino site Catherine George: if I could access them, I think it would be simple to find them Catherine George: Please send me the logs immediately Anna: I'm sorry this is not possible at the moment Catherine George: ha Catherine George: it keeps getting better Catherine George: I'm demanding my logs Catherine George: I see no reason why I cannot have access to them Catherine George: It's bad enough that you deleted my BJ ones and that I can't access my video poker ones through the site Anna: can you see your Cash out History? Catherine George: It's empty Catherine George: apparently it's been deleted too Catherine George: how nice Anna: well the email mentioned this... Anna: listen I really wish you would understand that everything you know is everything I know Anna: if I had different answers to give you I would Anna: I'm not keeping anything from you Catherine George: How about my logs? Catherine George: are you now witholding those from me? Anna: well like I said, I need to get approval from my manager first Catherine George: do you record these conversations? Catherine George: Please email me the transcript immediately Anna: hold one one moment If you need any further assistance please let us know. Anna Customer Service Team service@winner.com www.Winner.com LIVE CHAT MARCH 28 Dear Catherine, Thank you for contacting www.Winner.com service center. As we discussed on live chat, attached is the transcript of our conversation: Nicky: Winner costumer service, Welcome to our live chat! How may I help you? Catherine George: hello Catherine George: I spoke Anna (I think earlier) Catherine George: my winnings were stolen Catherine George: because supposedly there was a glitch in the BJ game Catherine George: I'm still waiting for you to credit my account back with them Catherine George: Anna told me that the tech department would send me the details of the BJ glitch Nicky: Your account has been credited with your initial deposit and welcome bonus. Catherine George: but I haven't received anything Catherine George: That's very nice of you Catherine George: but I don't expect to win only to win my money back Catherine George: I expect my winnings to actually hold up Nicky: Reviewing your account I understand you were already given all information, as well sent an e-mail from the casino manager Catherine George: ha, funny me Catherine George: Anna also said she would send me the game logs Catherine George: I haven't received any of those game logs Catherine George: No I wasn't given all the information Catherine George: Did you read what I just typed? Nicky: Yes I did Nicky: I understand you were also told that all of the casino activity has been reversed Nicky: That includes player who lost and players who won Catherine George: Your tech department was supposed to send me the details of the "glitch" Catherine George: I never received that email Catherine George: I never received the game logs Catherine George: where are they? Catherine George: I made money playing video poker as well as blackjack Nicky: I apologize but all cash outs were void Catherine George: was there a glitch in your video poker game? Catherine George: HELLOO Catherine George: AM I GETTING THROUGH TO YOU? Catherine George: WAS THERE A GLITCH IN YOUR VIDEO POKER GAME? Nicky: Yes you are, please hold while I check something Catherine George: ?? Nicky: No there was not, please hold mawam Nicky: ma'am Catherine George: Then why were my winnings from that game revoked as well? Catherine George: Question 1) Catherine George: Where is the email from the tech dept concerning this "glitch?" Catherine George: Question 2) Catherine George: Where are my game logs from the dates in question? Catherine George: Question 3) Catherine George: Why were my winnings from video poker revoked when there was no glitch in the game? Catherine George: I would appreciate straightforward answers to those 3 questions Catherine George: and no more platitudes Catherine George: Question 4) Catherine George: Why is it that when I log into my account and click on Cashier, a message saying Nicky: As for you first question, for your first two questions, they have been forwarded by Anna, and we will contact you regarding that once we have an update. Catherine George: "please contact customer service regarding the status of your account" pops up? Catherine George: What? Nicky: Once we have a reply from them, I will be able to answer all questions regarding your video poker games and winnings Nicky: You received this massage because your account was automatically closed when you cash out your initial deposit Catherine George: they have been forwarded by Anna to who? Catherine George: My account wasn't closed when I cashed out my initial deposit along with my winnings Catherine George: It was closed after you revoked my winnings and sent me that idiotic gift certificate Catherine George: Where is my money? Catherine George: Where are the game logs? Nicky: It was forwarded to the correct departments, we will contact you with more news regarding this matter the moment we hear anything. Catherine George: your answer to that is Catherine George: that Anna forwarded a message? Catherine George: what? Catherine George: WHAT? Catherine George: I played video poker Catherine George: Where are the game logs from that? Catherine George: shouldn't I have access to them?" Catherine George: where are they? Nicky: Players have access to their deposit history, cash out history and comp points history Catherine George: Actually, I have access to none of those Catherine George: since you closed my account now Catherine George: where are my game logs? Nicky: The casino has all the log games, however I cannot provide you with this information without a permission from my superior and as I informed you we have forwarded your queries and we will update you regarding all of them one we receive any news on them. Nicky: I understand you frustration and the inconvenience, but I cannot credit your account with the winnings, since this procedure was general and supervised by the casino's management. Catherine George: You forwarded them from whom? Nicky: I an here to provide you with the information that I have, and this is all I can do at the moment. Catherine George: Let me speak to them then Nicky: To the people who are responsible to each one of the issue you raised. Nicky: Certain questions to Tech department, and the casino's management. Catherine George: Yes I heard that days ago Nicky: Should you wish to contact Casino's Manager you may send her an e-mail. Catherine George: How come I received no email from the tech department? Nicky: Every mails is replied. Catherine George: I sent an email and received no replay Nicky: Because Tech department is an intern department and has no contact with players. Catherine George: reply Nicky: There is no way to get around this. Nicky: Reviewing your account I see you were sent an e-mail from our manager. Nicky: Yesterday. Catherine George: really? Catherine George: when? Catherine George: what did it say? Nicky: If you'd like I may forward it to you once again. Catherine George: yes Catherine George: what is the email address from this "manager? Nicky: Yes, Taylor Waters Nicky: You might want to check your "spam" or "bulk" folder Nicky: Can you locate it? Catherine George: That email? Catherine George: Ha Nicky: Yes. Catherine George: they answered none of the question I posed Catherine George: is this a joke? Catherine George: do you do this to all of your customers? Catherine George: It says he appreciates my "understanding" of this matter Catherine George: I don't understand it at all Catherine George: that's why I continue to pose my questions Catherine George: 1) Catherine George: where are the details concerning this mysterious glitch? Catherine George: 2)Where are my game logs? Nicky: As I said we are still awaiting certain replied regarding your questions, you may address the manager personally should you like, or wait until we contact you back with answers regarding your questions. Catherine George: 3) Why were my winnings from Video poker stolen as well? Catherine George: 4) Why was my account closed? Catherine George: replies from whom? Nicky: From the different people who are in charge if this information. Nicky: Catherine, I understand you are upset, but at the moment I cannot provide you with the answers you seek. I am doing all within my power to shorten the process and provide you with the best service I can. Nicky: But I apologize for I am too, waiting for some answers. Nicky: And as I said, the moment I receive them - you will be contacted. Nicky: Should you like to address the manager personally with your questions, you may. Catherine George: Do I have access to my game logs in the download casino? Nicky: At the moment you cannot access the cahier page in your account, you have no access. Catherine George: ha Catherine George: so now my access has been revoked? Catherine George: what is going on in yoru casino???! Catherine George: Before I did have access to the cashier and there were still NO game logs Catherine George: are they normally found there? Catherine George: or do they not exist? Nicky: Once the cash out was completed the account has been closed. Nicky: You may also take a look in our Terms & Conditions page, and review paragraph 4.4 Catherine George: what cash out? Catherine George: the cash out that was revoked? Catherine George: listen idiot Catherine George: nowhere is an account closed because a cashout was mde Catherine George: furthermore there was no cashout because you revoked my cashout Catherine George: which cash out was it that caused my account to be closed? Nicky: the cash out of the initial deposit Catherine George: What kind of idiotic practice is that? Catherine George: to close an account when someone makes a cashou? Catherine George: WHEN Nicky: that was not played again but rather cashed out when not meeting wagering requirements. Catherine George: DO YOU READ?? Catherine George: THE CASHOUT THAT WAS REVOKED? Catherine George: WHAT???? Catherine George: I MET THE WAGERING REQUIRMENTS Catherine George: AND CASHED OUT Nicky: Yes I do Catherine, and will not be able to continue and provide you any service should you keep addressing me like that. Catherine George: YOU REVOKED MY CASH OUT Catherine George: STOLE MY WINNINGS Nicky: That's correct but I am referring to the period after the activity was reversed. Catherine George: I NEVER MADE ANOTHER CASHOUT AFTER THAT NOR PLAYED ANOTHER GAME Catherine George: I NEVER MADE A CASHOUT AFTER THAT Catherine George: I DID NOT PLAY A GAME OR MAKE A CASHOUT Catherine George: NOTHING Catherine George: I JUST CONTACTED YOU Catherine George: about your theft Catherine George: now my account was closed beacause I cashed out without meeating wage requirments? Catherine George: what are you talking about? Nicky: I see your Neteller account has been credited with your initial deposit Nicky: Is there anything else I may assist you with at this moment? Catherine George: I got an email from Taylor saying that it was credited back to my account Catherine George: I looked and it wasn't Catherine George: Maybe it's still in process Catherine George: I will check again Catherine George: But I did not make that cash out request Nicky: I have a transaction ID to provide you with should you like Catherine George: So for you to say that my account was closed because I made a cash out without meeting the wage requirements is ridiculous Catherine George: I never requested a cash out Nicky: Ok, I will have to check that as well, since we let the players who wanted to cash out after this do as they wish, considering the unfortunate situation. Nicky: I would like to mention Nicky: that this time, players did not logged in their account and cash out themselves Nicky: but rather sent cs or manager an e-mail stating they would like to cash out Nicky: and the casino did it for them, without the 5 pending period. Catherine George: I sent no such email Catherine George: if any cashout was made Nicky: We did all within our power to make this is as easy as we can, and avoid any further inconvenience and hassle on players side. Catherine George: it was intiated by your inept casino Catherine George: easy as possible?? Nicky: Ok Catherine, if you are saying you have not then I will have to ask and see why it was done Catherine George: WHERE ARE MY WININGS? Catherine George: VIDEO POKER?? Catherine George: HUH? Catherine George: DOES THAT NOT COUNT? Catherine George: WAS THERE A GLITCH IN THAT GAME? Nicky: Catherine, we have discussed this already. Catherine George: WHERE ARE MY WINNINGS???!!!!!!!!!!!!! Catherine George: We've discussed it unsatisfactorily Nicky: We are currently looking into your questions, and once we have answers we will contact you. Catherine George: where are my game logs Catherine George: don't you have them right there? Catherine George: Anna was able to access them Catherine George: No Catherine George: Look at my game logs Catherine George: I know you can see them there Nicky: I have, and I told you I have forwarded your questions. There nothing more I can do at the moment, or any further information I can provide you with at the moment. Catherine George: look at my game logs Catherine George: you have access to them Catherine George: can you see them there? Catherine George: for the record Catherine George: I expect you to deliver my deposit Catherine George: $100 Catherine George: my winnings $715 Catherine George: as well as extra for wasting my precious time Catherine George: now look at my game logs Nicky: I have told you all the information I have at the moment 25 minutes ago. Catherine George: no you didn't Catherine George: look at my game logs Catherine George: why are you sidestepping this? Catherine George: do you have my game logs there? Catherine George: look at them Nicky: It is in your hands to repeat asking the same questions I have answered over and over again. Catherine George: no you haven't Catherine George: please look at my game logs Catherine George: I know you have access to them Catherine George: hello? Nicky: Catherine I have checked them, and have followed casino's policy by forwarding them to the people who are in charge of this. Catherine George: are you looking at my game logs? Catherine George: do you see the BJ ones? Catherine George: do you see the video poker ones? Catherine George: Hello? Catherine George: anyone there? Catherine George: can you see my game logs? Catherine George: are you looking into them Catherine George: ? Nicky: No I am not, it is irrelevant at the moment. Catherine George: ha Catherine George: how is it irrelevant? Catherine George: I want a record of the games I played at your casino Catherine George: that is not irrelevant Nicky: It is irrelevant for this chat since I have done all that I can with them by now. Catherine George: what have you done? Nicky: After I forwarded that, it does not concern this chat anymore since I cant answer any further questions. Catherine George: can you see my BJ game logs? Catherine George: are they there? Catherine George: what? Catherine George: where are my game logs/ Catherine George: ? Nicky: Catherine, I am not discussing the game logs with you right now. Catherine George: do you see the BJ ones? Catherine George: are they there or have they been deleted? Nicky: The activity has been reversed and so were logs. Catherine George: logs reversed? Catherine George: yo umean deleted? Nicky: Between the times we specified Catherine George: were the video poker logs deleted? Nicky: The activity between March 15th and March 21st. Nicky: As stated in the e-mails you received. Catherine George: nothing about my game logs was stated Catherine George: stop saying that Catherine George: now, do you see my video poker logs/ Catherine George: ? Nicky: Catherine, for the last time, I am not discussing game logs any further for now. Catherine George: HELLO Nicky: If you have any questions that we have yet to discuss, I will be more than happy to help as much as I can Catherine George: CAN YOU SEE MY VIDEO POKER LOGS? Catherine George: HOW IS THAT NOT RELEVANT? Catherine George: YOU STOLE MY WINNINGS Catherine George: NOT ONLY FROM BJ Catherine George: BUT FROM VP TOO Catherine George: NOW Catherine George: YOU HAVE A RIDICULOUS EXCUSE FOR YOUR THEFT OF MY BJ WINNINGS Catherine George: BUT WHAT ABOUT MY VP WINNINGS Catherine George: I WON MONEY PLAYING THAT TOO Catherine George: AND YOU HAVE PROVIDED NO REASON Catherine George: FOR STEALING WHAT I WON PLAYING VP Catherine George: HOW IS THIS NOT RELEVANT Catherine George: PLEASE HELP ME UNDERSTAND! Nicky: Because I am a customer service representative, I cannot analyze or have every permission to do as you wish. Therefore it is irrelevant at this time, since as I told you, it has been forwarded to the people in charge of this issues. Nicky: Once we have their reply, we will update you. Catherine George: I come home from work Catherine George: only to have to haggle with some scam artist casino Catherine George: who stole my winnings Catherine George: jsut give them back and it will be resolved Nicky: I am sorry you feel this way Catherine George: quit wasting our time Catherine George: I FEEL THIS WAY? Catherine George: IT IS THIS WAY Catherine George: I PLAYED AT YOUR CASINO Catherine George: I WAS PROMISED MONEY IF I WON THE GAME Catherine George: I WON Catherine George: NOW WHERE IS MY MONEY? Catherine George: you have not provided satisfactory answeres to any of the 4 questions I posed Catherine George: of what use are you? Nicky: I agree it is unfortunate and we never intended the engine to damaged. But it was, and these things happen, we try to minimize the damage and we have credited all accounts with the funds (deposits+bonuses) and sent Amazon.com gift certificates and let players who wanted to cash out to cash out with no pending periods Nicky: Catherine, I told you at this chat right now you will not receive the answers for you 4 questions for they are currently being investigated. Nicky: I also told you, that we will contact you once we have the answers. Nicky: I also told you, 30 minutes ago Catherine George: How many other players had their winnings revoked? Nicky: That I do not have any further information at this moment regarding those questions, and nothing more I can do right now. But I have done all that I can to make sure it is being taken care of Catherine George: Or was I the only targeted one Nicky: as swiftly and as efficiently as possible. Catherine George: as you beliveed that being an older woman I would be easy prey? Nicky: I cannot provide you with this information, but please note it has happened to witll all players who played Blackjack during that time. Nicky: I have no Idea how old you are Catherine, I have not checked. I provide service to everyone the best I can. Catherine George: Did it happen with everyone who played video poker too? Nicky: Depends on the time he played Nicky: and if he or she were playing Blackjack as well Catherine George: So if someone played 5 hands of BJ and 200 hands of other games Catherine George: all winnings were revoked? Catherine George: I am so angry with you Catherine George: your casino Catherine George: how would you feel if someone stole $715 from you? Nicky: Catherine, honestly I do not want to give any false answer. I do not wish to take this responsibility of telling you something which is incorrect or partially correct and I am sure you would like to receive a straightforward answer and an absolute one. So if you'd like we may go over all questions you have at the moment so we make sure everything is taken care of Catherine George: what/ Catherine George: ? Catherine George: now you want to go over the questions I have? Catherine George: Where are my VP logs? Nicky: I have written that one down Nicky: all the four questions you kept repeating earlier, I have them, I would like to know if you have any more Nicky: So I can make sure I have them all and that all will be answered Catherine George: who exactly are you forwarding these to? Nicky: As I said earlier, I follow my department's procedure and forward it to the relevant departments. Nicky: That is all the information I may provide you about my working procedures. Catherine George: Please email me a transcript of this conversation Catherine George: I have sent an email to the watchdog site casinomesiter Catherine George: concerning this problem Nicky: You may copy and paste it to a new document Catherine George: and I will begin posting on its forum Catherine George: as well as any other gambling forums Catherine George: no, do me the courtesy of sending me the transcript Catherine George: as Anna did Nicky: I will have to ask if I may do so, and that would make the process even longer. Catherine George: no you don't Catherine George: Anna did it immediately Nicky: So if you wish to have it at this moment you may copy it, otherwise it will have to wait. Catherine George: send it now Nicky: You may wait online while I check. Catherine George: I want to make sure it is evident that you sent me the transript Catherine George: hello? Catherine George: have you sent the transcript? Nicky: Please hold while I send you this conversation by mail. Please note, I will personally make sure all of the questions you raised during our chat will be forwarded immediately to the right department as soon as we finish our chat and will be thoroughly investigated so we may proivde you with the answers as soon as possible. Sincerely, Nicky Customer Service Team service@winner.com www.Winner.com |
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29th March 2006, 02:53 AM
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Hi Katty, I understand that you are upset, anyone would be. However, Schankwart posted a link to the ongoing complaint thread relevant to this casino one post above yours, not sure if you saw it. There is a ten page thread in the Complaints forum regarding Winner Casino. And just my own opinion, but it really isn't necessary to post that long chat transcript on the board here. You should add your complaint to the existing thread in the other forum, and make sure that the Casinomeister has all your details so that he can add your complaint to the list of others. Just a suggestion. Welcome to the forum by the way!!
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I'll promise to be nicer, if you'll promise to be smarter. |
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29th March 2006, 05:59 AM
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Honestly, I think Anna should win an award for best customer support. She was really gracious and helpful under fire. The CS obviously doesn't know what's going on. You should have taken her up on her offer to send you to a manager. What point is there in spending 30 minutes haranguing a poor CS person when you could be haranguing a manager who at least might be able to help you?
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| The Following User Says Thank You to JohnGalt For This Useful Post: | ||
moonchica (29th March 2006) | ||
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29th March 2006, 08:08 AM
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Quote:
In fact, Bryan would it not be a good idea to move this to the main thread on this disgraceful issue. It has useful information and indications of the attitude at Winners Casino management and would be valuable there?
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jetset |
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29th March 2006, 08:15 AM
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Living on the edge!
QUOTE: I had a problem like this at the past.I deposited 100$ and play bj.And I made more than 2k. I played 10$ each hand and I saw that I won 24 hands in same row.Then software begun crazy and there were 8 software on the screen.I saw there is a problem but continue to play .I lost all my hands and drop about 1k.Then closed software and install it again.I again made more than 1500$ and again same problem occur.I continued to play with all my money and lost all of them.
I thought ''there is a problem with software.I can win 100k today or lost all of them.'' : ) so continued to play and lost. It was exciting. UNQUOTE Holy S***, senolcemrem - You clearly enjoy living on the edge! Was this experience at Winner's Casino, too? If so, what did they say about it? If not Winners, then maybe you should let us know where it occurred - this is obviously a software to be avoided!
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jetset |
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29th March 2006, 08:16 AM
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Is it just me or are we seeing a genuine increase in non payment and casino scallywag activities?
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29th March 2006, 10:07 AM
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It wasn't a bad casino.It was planetluck.
I still like to play there and I am still luck there. |
TOTW/F/M Award(s): 1
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