English Harbour Group Warning

[hapaboii]

Hey guys,

First time poster, please go easy on me. I recently joined and deposited at English Harbour Casino and also Silver Dollar Casino in the same day. They are both part of the English Harbour group of casinos and both on Casinomeister's reputable list. Before I received any bonuses, I made large video poker wagers at both of the casinos - I busted out my $100 at Silver Dollar but I hit a nice pat straight flush on the 100 play deuces wild at English Harbour for a $650 score. Great I thought to myself. But today I receive a message from risk management and they say my accounts have both been closed because "security flags" were raised upon signup. That's strange, I signed up as a normal casino patron and had bad luck at one of the casinos and good luck at the other. They are going to refund my deposit of $275 at English Harbour, and conveniently they will just be keeping my $100 bust out at Silver Dollar.

I did not violate any terms or conditions of the casino, heck, I hadn't even claimed or received any bonuses from them yet. The terms did not say anything about it not being allowed to sign up at more than one casino in their group within the same day.

So, long story short, they are basically trying to cheat me out of my winnings at English Harbour. I know that casinos reserve the right to turn down business from whoever they choose, but if they are going to turn me away from their door now, and even not offer me any bonuses, I would imagine I am at least entitled to what I already won fairly.

I am confident that this will resolve peacefully and the casino will honor its players' winnings(even if they should choose to turn that player away from further bonuses or accounts at sister casinos), but I am concerned that they would try and "avoid" paying out to others by doing something similar.

I'll keep you guys updated, but for now I feel like it's better to avoid this group until they are more fair with their patrons.

[KasinoKing]

There is something fishy here.
What does ‘Security Flags’ mean?
If there was absolutely no attempt to claim any bonus (manual or automatic), then I can’t see why there should ever be a problem, even if there was maybe some issue with multiple accounts.
The only other thing I can think of is a fraudulent method of funding the accounts.
I look forward to hearing the full story & outcome on this one!

[Vesuvio]

Having read your post on here and the slightly fuller version at another site (the perils of choosing an unusual username ) I can't see any plausible reason for the casino holding onto your winnings. Unless they can come up with some convincing explanation for "security flags" (other than not wanting to pay someone who won) I'd say their accredited status here is in serious doubt. To take your winnings at one site but not to refund your deposit at the other strikes me as blatant opportunism.

Make sure you pitch a bitch and let us know how this develops.

[chuchu59]

Obviously,the casino must be wrong if they refund your deposit at one casino but not the other. However,I thought that bonuses were credited instantly at these casinos,right? From the amount of your deposits,i believe that you had intended to claim the bonuses,since the maximum match bonus you can claim at English Harbor is exactly $275. I am not trying to be sceptical but it does seem that you were not trying to sign in as a normal casino patron but rather as a bonus player although i must also say there is nothing wrong with that. As KK said,we look forward to hearing the whole stroy.

[Dirk Diggler]

IIRC this happened to some other player a few months back - but they eventually backed down and paid the full amount after he posted on here or WOL (can't remember exactly)

As long as this isn't fraud etc then this is an extremely worrying event. Pitch a Bitch at this with Bryan who should be able to help you and let us know how you get on.

[Vesuvio]

However,I thought that bonuses were credited instantly at these casinos,right?

I think the bonus is credited automatically, but only after 24 hours. The player asked them not to credit the bonus, which as far as I can see should always be an option (in fact even if a bonus is credited you should be able to forfeit it before you've started any wagering). In any case, the player risked his own money and unless we're not being given the whole story there's no excuse for their confiscating winnings from one casino & keeping the deposit from the other.

[caruso]

Bottom line:

1) There is "actual" fraud - fake documents, fake credit cards or multiple accounts at the same casino. Outcome: the casino keeps your winnings and also your lost deposits.

2) There is no fraud, just casino-speak "bonus abuse". Solution: the casino pays everything - deposits, winnings and any bonuses - without any of that "spirit of the promotion", "suspect wagering" or "playing for financial gain and not entertainment" encyclopedic litany of casino double-talk that our good friends at Integrity made their own.

From your account of the events and the casino's extremely limp-wristed response about "security flags", it looks like the second category.

Bryan may be currently out of the saddle, in which case you'll have to hold your peace for a couple of weeks. I'm confident you'll be paid, however.

[Casinomeister]

...Bryan may be currently out of the saddle, in which case you'll have to hold your peace for a couple of weeks. I'm confident you'll be paid, however.

I have one foot out the door on the way to the states for a couple of weeks. PABs are on hold right now, but I've made the casino aware of the thread. They should respond sometime soon.

[hapaboii]

Thanks for the responses. One thing I should point out though, they did not specifically say they would only refund my $275 and not my $100. This is an assumption. I just noticed that the email they sent me informing me of my accounts being closed said "deposits" made would be refunded, but I assumed this would only be my English Harbour deposit where I had won money(because they only make reference to my English Harbour account in the email).

My bigger concern is that they locked my accounts and are confiscating my winnings for no real reason other than what I believe was me signing up for three of their casinos and making deposits(of full bonus value) at two of them within the same day.

[hapaboii]

Well, here is follow up from the casino:
==============================================
Dear XXXXXXXXX,

Thank you for your email. Security flags were raised at the time you registered
your account and made your initial purchase.

After further review, your accounts will be left blocked and we will refund you
your balance in your English Harbour Casino account.

Refunds will be credited to the method you used to purchase.

Thank you and have a nice day.
==============================================

The key wording difference I can see is that in the first email they sent, they started "deposits made will be refunded" whereas in this email I am told that my "balance" will be refunded, which is likely to mean they will pay up my winnings.

I'll let you know if I receive the full amount of the balance I had, but I guess they don't want me playing at their casinos.