Everest and Imperial are trying it on

[Rusty]

Oh nad since we are doing PM here is the one I received today from Jerrylee;

Maybe sir one day you will realize the validity of BubbleG's post in your GV complaint thread.
Without the facts presented to everyone-the exact correspondence, you continue to twist the truth and skew it in your favor.
Are you afraid people will uncover the truth?
GV reps don't have a tendency to post in threads, like other casino reps do. I don't know why.
But I do know, from past experience that players who don't put things into the open, are doing so because they have something to hide.
It's a shame you may never realize that people are just trying to help you understand the points of view-from both sides.


I am happy for you (Jerrylee) to post my reply

[cerdikola]

I sent a PM to Jennifer and she told me that:

Hi,

Thanks for the heads up. I am communicating with both of them via Private Message. I can certainly post the answers to questions in the thread, but I would rather just resolve the issues for these customers. I know that forum users don't appreciate casino managers to post in the forum too much.

The bottom line is that

1. Rusty had 7 casino accounts, violating the clearly stated policy of having only 1 account. We are usually fairly lenient with this since we have many brands. But that in combination with a recent Moneybookers fraud ring probably set off alarms with our fraud team. So we asked to verify his identity and that the Moneybookers account was indeed his. During this process, he proceeded to play through all of his winnings. So, he ended up with no money to cash out. Our policies clearly state that we have the right to verify the identity of any player at any time in our casino. The fact that he played through his winnings is not the fault of the casino.

2. I am verifying BubbleG's situation. But I suspect he deposited $150 into his casino account. We don't take the money from ewallets or off credit cards right away. We only run processing at the end of the day. I suspect he then had winnings and cashed out $525. However, since we hadn't charged him for the $150 yet, we just netted out his deposit from his winnings and cashed out $375. We would have then never charged him the original $150. We find this process to be most favorable for the player in terms maximizing his liquidity. In addition, it reduces transaction charges for us.

If you have any additional concerns, please let me know.

Best Regards,
Jennifer Joyce
VP of Marketing
Forward Message

I'm sure that they are not rogue, they payed me all withdravals and casinomeister is agree.
If you make a lot of accounts or try to make moneybookers fraud they have reasons to ban you

[mikepipe]

Nice. Maybe that one helpeth
But we should keep one thing absolutely clear: No one accuses Rusty of players fraud and you should be so kind not put him near to that.
As far as i know, fraudsters are banned, not only from casinos, but - even worse - from the forum.

[Rusty]

So we asked to verify his identity and that the Moneybookers account was indeed his. During this process, he proceeded to play through all of his winnings. So, he ended up with no money to cash out. Our policies clearly state that we have the right to verify the identity of any player at any time in our casino. The fact that he played through his winnings is not the fault of the casino.

I was not asked to verify my moneybookers account I was asked for credit card details etc.I emailed offering to verify my moneybookers account and received no response.
I was not aware you were not allowed more than 1 account with Grand Vitual but for whatever reason they feel fit to make it one of their T&C's and I did brake that T&C so no argument there.
Why could I have not been informed of this when I made a deposit at more than 1 Grand virtual account?
Why did it take several Days and an email from me to prompt this we want ID response.
Why was I allowed to make further deposits when they must have already known there was an issue with my cashout request.
Why was the money returned to my accounts and why was I allowed to play if there was a fraud issue?
Why when I wanted to verify my account was I confronted with supplying a copy of credit card details and NOT my moneybookers account?

I have never said any of this is rogue behaviour(why must I keep repeating myself?) .
I just see it as shoddy business practice and awful customer support but that is my personal view from personal experience.

[BubbleG]

Just to clarify...

My situation is fully resolved and i'm very happy with the explanation provided

All in all the GV experience was a good one for me. The banking was a bit confusing at first, you just assume deposits will be processed instantly but as per their system there is no GV debit from my credit card just a single payment to my Neteller

I did get a PM from Jennifer Joyce (AffiliatedWeb) earlier today saying she would look into my issue. To which I responded that support had the previous evening answered my query and clearly explained the way the banking system works.

[Rusty]

Glad you got sorted Bubble.

[KasinoKing]

We don't take the money from ewalletsremember or off credit cards right away. We only run processing at the end of the day. I suspect he then had winnings and cashed out $525. However, since we hadn't charged him for the $150 yet, we just netted out his deposit from his winnings and cashed out $375. We would have then never charged him the original $150. We find this process to be most favorable for the player in terms maximizing his liquidity. In addition, it reduces transaction charges for us.

Several years back I played at a casino where this was the norm. In fact, I think they didn't process credit card transactions for 3 or 4 days in case you won & cashed out again.
Seems like a great idea as it saves the casino & the player money if a 'cashout' is made.

For the life of me, I can't remember who it was though... anyone?

[jerrylee]

I sent a PM to Jennifer and she told me that:
...
I'm sure that they are not rogue, they payed me all withdravals and casinomeister is agree.
If you make a lot of accounts or try to make moneybookers fraud they have reasons to ban you

This PM from Jennifer and the previous one is very useful to this thread. Terms were not read/broken.

cerdikola, I think suggesting Rusty tried to commit moneybookers fraud is going too far though. Jennifer was just sharing that GV was watching a fraud ring but not suggesting he was part of it.

Oh yeah - on a personal note, I even signed up to a sister casino myself recently, casino Lux and played Eureka (thanks BubbleG) for the tip! That's the one with Frankenstein yanking the handle LOL
I lost $65 but what the heck...that's life. Entertainment, I say.
If at some point the casino asked me to send my passport and neteller while they verify my account before a cashout is processed, I wouldn't hesistate.

It's in their terms after all. Doh!

From Jennifer's PM, let's remember this
Policies Regarding Cash-Outs (Withdrawals)
http://www.imperialcasino.com/en/policies/cashout.html
Payouts. Payouts will only be issued to the name and address of the bearer of the Account as it exists in our records. The Casino reserves the right to suspend a cash-out request pending verification of Player's identity, age and location.

But Rusty continues to say customer service is non existent or sub par.
Wait! (light bulb turns on) I just thought of something to ask you Rusty (hey, it's not an attack so don't worry).

I used to work for an e-commerce company selling PC software, that was before the casino industry..in wholesale sales. One thing our clients told us is that they never received their order confirmations and thought our CS was piss poor. So we called them up, really?? We send order confirmations with each sale.

Turns out they were using free email addresses like msn, hotmail, yahoo, etc. and never got them..even in their bulk/junk folder. But our records proved responses were indeed sent. Funny, the pattern continued..the same customers that were disgruntled with CS were the ones with those freebie, faulty emails.

Question to you Rusty: You mentioned Jennifer's PM about terms, the bonus issue, multiple accounts and ID verification.

Did you receive the same request to check your ID in a GV customer service email? Or nothing at all?
Also, did you send a follow up email from another email address, or just throw your arms up in frustration when stuff hit the fan, so to speak?

[BubbleG]

Several years back I played at a casino where this was the norm. In fact, I think they didn't process credit card transactions for 3 or 4 days in case you won & cashed out again.
Seems like a great idea as it saves the casino & the player money if a 'cashout' is made.

For the life of me, I can't remember who it was though... anyone?

In 10 yrs or so of on line gaming Ive never come across anything like this before..... I agree its a good system, it must save them a fortune!

Seems a bit open to abuse though. If you lose could you not simply empty whatever method ie Neteller before they process the payment??

[jerrylee]

Final note of the day.
In case there are posters who think I lynched Rusty into revealing the truth, I did help him before. I tested the GV software in play money mode out of the goodness of my heart (OK, I also wanted to make a deposit)
http://www.casinomeister.com/forums/...t=lucky+charms

I even sent a PM to Jennifer on Rusty's behalf. (surprised?) GV eventually fixed the bug.

Just 2 months ago, Rusty wrote

I have heard back from Imperial customer support and they have credited my bonus account for apparently reporting this bug to them...
In summary I would say that Imperial Casino is a safe place to wager..

Hey Rusty, if it's any consolation, it doesn't sound like you were banned from Grand Virtual. So who knows, maybe the red carpet is out for your return.
Let's not forget folks, the chain is accredited for a reason.