Nostalgia Problem - Quickly Resolved

[Brackis]

Please wait for a site operator to respond.
You are now chatting with 'Customer Care'
Customer Care: Hello, how may I help you today?
you: Hi there, I had an error in a withdrawl that was made this week for my account
you: my account name is (Not mentioning here)
Customer Care: One moment please while I check your account details.
you: I recieved a non-cashable 150 dollar bonus on a 200 dollar deposit, and mad a cashout of around 530 dollars
you: made*
you: 450 of this was removed as bonus, when the bonus was only 150 dollars.
Customer Care: Your first withdrawal that you made for $902.50 did not have the $300 welcome bonus removed from it when it was processed. As a result this money was removed from this withdrawal.
you: Why was this not brought to my attention before I made my second deposit? Do you have a manager with whom I can speak
Customer Care: I am the current supervisor. I am unsure why it was not removed from your first withdrawal.
you: had I not played your casino again I would not have had 300 dollars taken away from me, these are two independent withdrawls and I am essentially now recieving 80 dollars from a 200 dollar deposit and the 350 dollars in cashable earning I had from this deposit
your email stated I would be able to recieve 150 dollars in non-cashable bonus on a 200 dollar deposit, and that 150 would be removed from my withdrawl, not 450
Customer Care: I am sorry for any inconvenience however as the bonus was not removed from the first withdrawal, the system simply corrected itself by removing it from the second withdrawal. If you had not played again you most likely would have received an extra $300.
you: this is certainly unacceptable behavior, I am going to send an email to a manager at a later time and seek other means. I am happy to abide by the rules of the casino and their banking rules, which no where state that my deposit of real money will be removed because of previous computer errors



Any help!?!?

 

[largeeyes]

WOW. I really put Nostalgia above this kinda stuff.

 

[bethug]

i dont see what the problem is , he knows that nostalgia has a sticky bonus and he got away with it the first time. so he went back and see if he can do it again and got caught. To me the casino is in the right.

 

[Brackis]

I had no idea I was in the wrong here, I waited a week for them to even send my cheque, a week for my cheque in the mail the first time around, and took a week to even get to the bank. I was never asked, or told there was a mistake, and they had every opportunity to cancel and reissue anything the first time around. I chatted with them before my first withdrawl was sent to confirm some things for the document verification, and nothing was ever mentioned about an error that would affect the money I recieved in the mail.
If I play a second time around not knowing the software is waiting to remove 300 dollars from me, I read the terms of their promotion which state that I get 150 dollar bonus, and 150 dollars will be deducted from my next withdrawl.
So now my 535 dollar withdrawl gets 25 deducted for shipping, and then turns into only 80 dollars, from a 200 dollar deposit.

I think the least they could do is refund me my second deposit in full for their mistakes and the time they've cost me.

 

[sw2003]

I had no idea I was in the wrong here, I waited a week for my cheque in the mail the first time around and took a week to even get to the bank. I was never asked, or told there was a mistake, and they had every opportunity to cancel and reissue anything the first time around.
If I play a second time around not knowing the software is waiting to remove 300 dollars from me, I read the terms of their promotion which state that I get 150 dollar bonus, and 150 dollars will be deducted from my next withdrawl.
So now my 535 dollar withdrawl gets 25 deducted for shipping, and then turns into only 80 dollars, from a 200 dollar deposit.

I think the least they could do is refund me my second deposit in full for their mistakes and the time they've cost me.

I don't think you are in the wrong here. The casino was trying to correct their own mistake and since you have read their T & C, you know they gave you $300 too much on your first withdrawal, no? And if you went shopping and got $300 too much change, do you expect the shopkeeper not to take it back if he finds out?

 

[largeeyes]

It is obvious they botched the first one, but once they send the check, they've given up that $300. They can't go and take part of his next deposit to get their money back. If he had known this would happen, I imagine he'd never have gone back there again.

 

[murder1]

No Harm, No Foul! As we call it "Even Steven"

 

[Brackis]

Upon reading the terms and conditions of both bonuses once again, I would like to point out "If you reach a zero balance by playing through your deposit plus bonus then the bonus amount is considered paid back and will not be considered in any future withdrawal attempt."

I had 0.00 in my account after the first withdrawl was made.

 

[sw2003]

Upon reading the terms and conditions of both bonuses once again, I would like to point out "If you reach a zero balance by playing through your deposit plus bonus then the bonus amount is considered paid back and will not be considered in any future withdrawal attempt."

I had 0.00 in my account after the first withdrawl was made.

The casino obviously interprets that as when you lose all your money, otherwise everyone would withdraw immediately after the bonus is credited in the account. With your interpretation, they will go bankrupt right away.

 

[Brackis]

I don't follow what you are saying.
What the terms state is that bonus terms are relavent to the initial depsoit and withdrawl from that bonus, and not other withdrawls.

How can the casino go bankrupt from offering a bonus with these terms? they seems pretty standard and logical to me.

 

[sw2003]

I don't follow what you are saying.
What the terms state is that bonus terms are relavent to the initial depsoit and withdrawl from that bonus, and not other withdrawls.

How can the casino go bankrupt from offering a bonus with these terms? they seems pretty standard and logical to me.

What I meant was everyone would deposit $300 and got $300 bonus so now they have a total of $600. With your interpretation of the rules, people can all achieve zero balance $0.00 by withdrawing the whole $600 when the bonus would be considered 'paid back'. By giving free money away like this, the casino will surely go bankrupt.

 

[Brackis]

I agree and understand the concept of a "sticky" bonus, the 300 should have been paid back, but somehow their banking sent me the 300 dollars. By the terms it says this is not applicable to future withdrawls and so my 200 dollar deposit, and the 535 dollar withdrawl I make should not be turned into 80 dollars....

 

[Phoenician]

I agree and understand the concept of a "sticky" bonus, the 300 should have been paid back, but somehow their banking sent me the 300 dollars. By the terms it says this is not applicable to future withdrawls and so my 200 dollar deposit, and the 535 dollar withdrawl I make should not be turned into 80 dollars....

brackis,

i am travelling interstate today and i was not aware that there was a problem with the instant scripts and that you were paid the sticky bonus in the first place and you are correct in saying that you should have been notified. IF you can email me your details direct i will work something out for you.



cheers


Dean

[email protected]

 

[caruso]

Sorry, this is nonsense. If the casino makes a mistake, albeit a player-friendly one, they do not have the right to "correct" it subsequently. If the player mistakenly doubles down on a hard twenty, does he have the right to request a refund on the basis of his finger-slip? Of course not. The player pays for his mistake, as does the casino in this case. If the player had known this would happen he obviously would not have deposited again.

This is unacceptable.

EDIT: OK, it looks like it's going to be taken care of anyway.

 

[jerseyguy11]

seems like the casino and player both have a good argument in this situation. personally, I think the casino does have the right to remove the bonus from the 2nd withdrawl if they did make a legitimate mistake and the player was full aware of their T&C.

If the casino accidently pays your $1000 instead of $100, do they not have the right to ask you and even pursue this $900 error?

I remember when I thought I did not reach playthrough on a cashout of $3000, I called the casino and said "Why did they issue me a check for $3000. I think they should have deducted $200 because I only played blackjack (needed to play slots for playthrough)." The customer service rep responded by telling me if their payment company made a mistake then I should just consider myself lucky. I felt satisfied because I did notify the company of this.


What would be fair in this case would be for the casino to credit your account with 50% of their error. No playthrough required on this. That would be the fairest resolution in my opinion. Ask the casino about this. Speak to a manager. It cant hurt to try.

 

[Black21Jack]

Holy frig, give Dean a chance to look into this before jumping down their throats. Phoenician and Nostalgia have the best customer support in the business, and the CS reps. are there to answer questions but they really do no good in fixing more complicated problems such as this, as displayed in the live support text you posted. I'm sure Dean will try to get to the bottom of this.

 

[cipher]

Holy frig, give Dean a chance to look into this before jumping down their throats. Phoenician and Nostalgia have the best customer support in the business, and the CS reps. are there to answer questions but they really do no good in fixing more complicated problems such as this, as displayed in the live support text you posted. I'm sure Dean will try to get to the bottom of this.

I totally agree. There is no way that Dean will not take care of this problem. But at least give him a chance to research it.

 

[bethug]

Brackis, did you not know that was a sticky bonus and u cash out the whole amount, to me u in the wrong. You knew they gave u more money than u suppose to got. Then u tried to sneak back in and do it again

 

[The Dude]

Holy frig, give Dean a chance to look into this before jumping down their throats. Phoenician and Nostalgia have the best customer support in the business, and the CS reps. are there to answer questions but they really do no good in fixing more complicated problems such as this, as displayed in the live support text you posted. I'm sure Dean will try to get to the bottom of this.

I second that comment because I feel that this thread is causing unnecessary stress to the casino management, cs operators, etc. This seems like a very simple problem, and it seems as though no one had a chance to sort anything out before the initial posting was made.

Posting complaints is fine and dandy here (sounds familiar), but posters should at least give the casinos a chance to iron anything out before hanging your problems out in public. The operators and cs reps usual check these forums out daily. You can even PM them if you know who they are.

Give peace a chance.

 

[HateMG]

If the casino accidently pays your $1000 instead of $100, do they not have the right to ask you and even pursue this $900 error?

I disagree. If any department store put a tag, let's say, of $3 on an item worth $30 they will honor that price in most cases.

 

[cipher]

I disagree. If any department store put a tag, let's say, of $3 on an item worth $30 they will honor that price in most cases.

In this case the player knew he was not WAS NOT entitled to that $300.00 and he accepted it anyway. If there's any analogy at all that applies in this instance it would be that of a person taking change for a hundred dollar bill when that person knew he only gave the store clerk a ten.

 

[HateMG]

In this case the player knew he was not WAS NOT entitled to that $300.00 and he accepted it anyway. If there's any analogy at all that applies in this instance it would be that of a person taking change for a hundred dollar bill when that person knew he only gave the store clerk a ten.

Cipher,

He got that check in a mail. In Nostalgia casino you have to request a withdrawal for the whole amount and they are supposed to do deduction for sticky bonus. It's not his fault for getting a check in his favor.

 

[Brackis]

Thank you one and all for the remarks towards my situation, I realize that these are not evil people I am dealing with, but I wanted to come here for an outside take on it. Clearly the casino will want to remove 450 dollars from my 512 dollars withdrawl, and I want them to withdraw 150.

 

[caruso]

The player canNOT be held responsible for casino mistakes.

If the player KNEW what had happened but kept schtum and played again you could possibly give the casino a little of the moral high ground, but they are still no more entitled to remove anything from his subsequent cashout. And it's nothing to do with the technicality of achieving a "zero balance" by cashing out - that's a silly argument. It's about the casino holding the player responsible for their own mistakes, which is well out of order.

 

[bethug]

a casino is not a store, he knew he got money by mistake, hey knew he should not have gotten it. I run a company if i over pay my people, i will deduct out there next check. Honest people will not take money that dont belong to them.

 

[jerseyguy11]

the casino made an error and possibly gave this player the impression that they did not intend to deduct the bonus from the first withdrawl. They corrected this error on the second withdrawl. Those are the facts.

Was it right to do this? Was it "legal" in the world of online-casinos. Was this moral? All good questions and subject to ones own opinion. There really isnt any 100% right or wrong answer here. Only opinion.


On the one hand, they gave you the impression that they didnt intend to deduct the bonus (but you should have asked them if you noticed a error).

On the other hand, under your agreement (T&C) you aren't entitled to this bonus amount to be cashed out. If the casino were to sue you in small claims, my guess is they would get a judgement supporting their actions to recover on the second withdrawl (pursuant to their T&C).

I'm sure the casino will sort it out, give them a chance and talk to a manager. I think the fairest outcome would be to split the amount and only deduct 50% of the bonus. I would be very surprised if they dont compromise.

 

[Brackis]

If the casino were to sue you in small claims, my guess is they would get a judgement supporting their actions to recover on the second withdrawl (pursuant to their T&C).

How would they be the ones to sue? They took the money back and are the ones who hold the money, the basic form of this would have been to cancel my cheque the first time around if they saw 900 was being sent, because I recieved emails saying I was being sent a cheque for 900 dollars.

 

[jerseyguy11]

How would they be the ones to sue? They took the money back and are the ones who hold the money, the basic form of this would have been to cancel my cheque the first time around if they saw 900 was being sent, because I recieved emails saying I was being sent a cheque for 900 dollars.

assuming you didnt play with them after your first withdrawl and they realized they were in arrears for this bonus amount and sued. Obviously they dont need to sue as they have already deducted the bonus from your second withdrawl.

 

[bethug]

Brackis , are you a honest person?

 

[murder1]

If the IRS sent you a check for $11,000 and they meant to make it $1,100. Do you think they would like to have their money back? Of Course.

You knew they made a mistake in the beginning. And thought you can go back and do it again. You got caught with your hands in the cookie jar. If you over payed for an item. Wouldn't you want some of your money back?

Hey, look on the bright side. Atleast you came out in the green. Some of us on here are on a losing streak. I wish I could get $2500 back from the $2800 I deposit 3 days ago and lost.

 

[trick]

Let the casino sort it out - they already said they would...

 

[Brackis]

If the IRS sent you a check for $11,000 and they meant to make it $1,100. Do you think they would like to have their money back? Of Course.

You knew they made a mistake in the beginning. And thought you can go back and do it again. You got caught with your hands in the cookie jar. If you over payed for an item. Wouldn't you want some of your money back?

Comparing a casino to the governing financial body of the strongest nation in the world overpaying me 10,000 dollars is pretty outrageous.
Caught red handed? I was playing a promotional offer they sent me, and read the terms and conditions and knew 150 dollars would be removed from my second withdrawl.

 

[Black21Jack]

I can say this, and you can say that. We can all voice an opinion on what is "right". Saying they should do this or that is not going to resolve the problem. As I said earlier, this just happened and Dean has not even had a chance to look at the records, let alone fix the problem. I totally agree with Murder1's IRS example. The world is not perfect and mistakes do happen. I feel that if it was given in error and the player was not entitled then it should be given back (just my opinion). I'm not saying that I am a saint or anything but if I noticed they gave me any money or bonus in error I would not keep it quiet hoping that they would not find out. The best thing to do is tell them right away so that you can avoid problems like this the next time you want to make a deposit and play.

 

[Brackis]

I agree with your point about Dean, I am not trying to make a personal attack on Nostalgia or its sister casinos, just want some advice/views on this odd situation. I do plan on continuing to play at Nostalgia and try Phoenician in the future, while still getting what I deem to be my profitable 2nd withdrawl.
Hopefully it can all be settled soon

 

[Phoenician]

I am currently travelling interstate at present , yesterday when brackis contacted customer support it was a public holiday in our state/country and our customer support people handled the situation within the proceedures ( not that there was a proceedure for this exact problem but they used their best discretion ). Normally this would have been referred to my management team and it would have been sorted out as it should have been -

$300 will be placed back into your account and it is fully withdrawable. This was our mistake that it was paid to you in the first place , if we had an issue we should have emailed you at the time but i am not sure that we even knew we overpaid you until your next withdrawal ( perhaps our automated scripts took it out - i will have to see when i get back into the office).

occassionally odd things do happen and generally our position is we will always try and resolve these odd occurances in favour of the player.


cheers



Dean

 

[Black21Jack]

I told ya it would be resolved quickly. Phoenician Group is the best there is, in my opinion.

 

[caruso]

Excellent - well done.

 

[Brackis]

This is what keeps your casino group on top. I appreciate your staight-forward answers and ability to monitor player problems on public forums.

If casinomeister or a mod could put the following in my first message to let people know my issue was resolved without any hassle:

Dean from Phoenician, Nostalgia's affiliated casino was nice enough to read my problem, explain the mistake and I was paid in full. The support was great and I will have no problems playing their casinos in the future

-Brad

I am currently travelling interstate at present , yesterday when brackis contacted customer support it was a public holiday in our state/country and our customer support people handled the situation within the proceedures ( not that there was a proceedure for this exact problem but they used their best discretion ). Normally this would have been referred to my management team and it would have been sorted out as it should have been -

$300 will be placed back into your account and it is fully withdrawable. This was our mistake that it was paid to you in the first place , if we had an issue we should have emailed you at the time but i am not sure that we even knew we overpaid you until your next withdrawal ( perhaps our automated scripts took it out - i will have to see when i get back into the office).

occassionally odd things do happen and generally our position is we will always try and resolve these odd occurances in favour of the player.


cheers



Dean

 

[bethug]

Brackis, are u honest?

 

[Brackis]

Brackis, are u honest?

bethug, I really don't see what your trying to prove here. I had a problem, got opinions, got it addressed, and now it appears to be solved.
I have done nothing to attack, or indicate my opinions towards the integrity of any other member, and there seems to be no productive reason for you to either.
-Brad

 

[bethug]

Brackis, u com here with a bunch of noise, didnt even give the casino a chance, u knew that bonus was sticky, you got away with it.
I ask a simple question are u honest yes or no ?

 

[Dirk Diggler]

Brackis, u com here with a bunch of noise, didnt even give the casino a chance, u knew that bonus was sticky, you got away with it.
I ask a simple question are u honest yes or no ?

Bethug - I think this a completely out of order question, if what happened to Brackis had happened to me at a casino I would have felt agrieved and would have posted here (and I'm sure many others would have as well). There's no way you should be questioning their honesty for this.

Obviously Nostalgia/Phoenician agree that they made the mistake in the first instance and the player shouldn't be punished for this on their subsequent play, which is what I would expect a top company in any industry to decide - reputation is far more important than $300.

If they hadn't I for one would have been put off playing there in the future - but because they did, it makes me feel even more secure playing there.

Excellent work Phoenician/Nostalgia - if only every RTG was like you

 

[bethug]

dirk, simple he knew the rules and he should not have request for full payment, in the first place.

he ran forum to forum with out given nostalgia a chance , and he was the one dishonest.

i had a simple problem with nostalgia, i didnt run all over the forums,jumping the gun with bad press. Makeing a good casino look bad

 

[largeeyes]

dirk, simple he knew the rules and he should not have request for full payment, in the first place.

he ran forum to forum with out given nostalgia a chance , and he was the one dishonest.

i had a simple problem with nostalgia, i didnt run all over the forums,jumping the gun with bad press. Makeing a good casino look bad

Bethug, have you played there before? You are supposed to request full payment and they are SUPPOSED to remove the bonus automatically for you. Otherwise, he would have withdrawn, had $100 removed from his cashout, and the $100 still would be sitting in his account(or $300 or whatever it was I don't remember). THEY goofed up and tried to rectify it by stealing his DEPOSIT the next time.

 

[Dirk Diggler]

dirk, simple he knew the rules and he should not have request for full payment, in the first place.

he ran forum to forum with out given nostalgia a chance , and he was the one dishonest.

i had a simple problem with nostalgia, i didnt run all over the forums,jumping the gun with bad press. Makeing a good casino look bad

In reply, every sticky bonus I've ever played I always request full payout and THEY remove the bonus. It's the casino's responsibility to get this right NOT the players.

If a player new to casinos joined up, played and withdrew $450 thinking they could keep the bonus, but only got $150 would the casino say 'oh sorry about that, your mistake, here's the bonus again to have another go with'? Of course they wouldn't, it's the players responsibility to read the T&C's - even if the player makes an honest mistake.

Also my understanding was that he contcted support and they had said what they had done was correct - only then did he post his experience on the message boards, and it's from this Nostalgia sorted this out. We all know you generally get nowhere with CS, it's only management that will sort out problems like this.

Anyway, I think this thread has been good for Nostalgia/Phoenician overall, not damaging - they've done the right thing and come out smelling of roses for the sake of $300.

 

[Phoenician]

THEY goofed up and tried to rectify it by stealing his DEPOSIT the next time.

actually it wasnt really like this at all, we automate our scripts and for some reason there was an error when he was paid the first time, in our payment system he had a negative balance when the account was reconcilled at day end to the payments ( automatically). so when his next withdrawal request was made it updated with carried over negative balance. i guess what i am trying to say is that it was not a premeditated decision to take the money from his next deposit it was automatically taken from his next withdrawal.

like i said before errors do happen and obvious errors like this at our casinos will always end up in the players favour.

cheers

dean

 

[largeeyes]

actually it wasnt really like this at all, we automate our scripts and for some reason there was an error when he was paid the first time, in our payment system he had a negative balance when the account was reconcilled at day end to the payments ( automatically). so when his next withdrawal request was made it updated with carried over negative balance. i guess what i am trying to say is that it was not a premeditated decision to take the money from his next deposit it was automatically taken from his next withdrawal.

like i said before errors do happen and obvious errors like this at our casinos will always end up in the players favour.

cheers

dean

Well, I believe using the word "steal" was a bit.....ok a lot.....too strong. I have lost a fair stake to your casino, but you guys seem to have top customer service, so I'm sure I'll be back. It's could to see you taking care of this and I am sure many will make note of it.

 

[trick]

I have never played at any RTG because of their generally crappy image. After reading all the praise about Phoenican and Nostalgia and seeing their way of handling things I can say for sure, that if I am considering trying out the RTG software (which I hear is good) one of these places...

 

[sw2003]

Brackis, did you not know that was a sticky bonus and u cash out the whole amount, to me u in the wrong. You knew they gave u more money than u suppose to got. Then u tried to sneak back in and do it again

I don't think cashing out the whole amount puts him in the wrong. You have to cashout the whole amount at Phoenician/Nostalgia and let their computer take out the bonus. In his case the computer or person failed to subtract the bonus so it was the casino's fault. You can however argue that he was wrong by not talking to the casino about this but that depends on each person's opinion and moral standing. You can also argue about his motives of going or sneaking back in to get some more.

 

[bethug]

before he ran all over the place, he should of tried to get a reponse from the casino. but to think about it more and more he knew he didnt suppose to get that money.

the casino paid him, and is nice to let him keep playing. if they keep the money i would still play there.