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Villento Casino (MG) locked account when up almost $6,000

Tycoon83

Banned User
Joined
Nov 20, 2009
Location
USA
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I deposited $200 x 3 times and lost it last night. This morning, I deposited $500. They gave me a bonus, and I checked the rules, nothing is excluded.

I take a break to watch a movie and get back on, and it says my account is locked.

I go to support and they tell me that the ecash company states I have an outstanding charge back at another casino. Which is impossible. I ask for more information and they say they can't give me that information. Which is just a bullshit lie. :mad:

I asked if im locked out forever, they say no, until I resolve the other issue.

But I have no idea what they're talking about, and they cant release me the information of this "owed" money.
 
Casino is:

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I deposited $200 x 3 times and lost it last night. This morning, I deposited $500. They gave me a bonus, and I checked the rules, nothing is excluded.

I take a break to watch a movie and get back on, and it says my account is locked.

I go to support and they tell me that the ecash company states I have an outstanding charge back at another casino. Which is impossible. I ask for more information and they say they can't give me that information. Which is just a bullshit lie. :mad:

I asked if im locked out forever, they say no, until I resolve the other issue.

But I have no idea what they're talking about, and they cant release me the information of this "owed" money.

Sounds like a typical crock of shit from a casino looking for an excuse not to pay. Besides, what does a chargeback at another casino, even if true, have to do with a legitimate win at their casino? Hold their feet to the fire and make em pay!
 
Sounds like a typical crock of shit from a casino looking for an excuse not to pay. Besides, what does a chargeback at another casino, even if true, have to do with a legitimate win at their casino? Hold their feet to the fire and make em pay!

This makes me so angry.

In fact, in the live chat, they even told me to go to my bank to get my money back as they won't refund my $1,100.

This is why I hardly play at online casinos :mad:
 
Here is the full chat:

Please wait for a site operator to respond.
You are now chatting with 'Kanthan'
Kanthan: Hi Chris
Chris Tycoon: Hi, why was my account locked?
Kanthan: How can I help you
Chris Tycoon: I deposited $1,100 so far into it and im winning some, then its locked now
Kanthan: A moment please while I check for you.
Chris Tycoon: thanks
Kanthan: I have checked for you and it seems that you have outstanding charge backs at another Casino therefore the account has been locked by our Ecash processing company
Chris Tycoon: what? thats impoossible
Chris Tycoon: what casino
Kanthan: This is the information I have received. We are not able to say as this is confidential information
Chris Tycoon: So im locked out forever?
Kanthan: Not forever until your charge backs are paid at the other online casino
Chris Tycoon: But if you won't tell me what casino, how will I know?
Chris Tycoon: I hardly play at online casinos
Kanthan: Unfortunately I do not have the required information
Chris Tycoon: So then im locked out forever
Chris Tycoon: if i dont have the info, you dont have the info
Kanthan: The charge backs that you have at are another Casino. This information that you require we do not have.
Kanthan: Once the payments are made the account will be reopened
Chris Tycoon: Oh my god.
Chris Tycoon: You wont give me my money will you
Chris Tycoon: How am I suppose to know who claims I owe them money
Kanthan: Unfortunately until the charge backs have been paid at the other online Casino
Chris Tycoon: What casino?!
Chris Tycoon: This is why people dont trust online casinos kanthan
Kanthan: Unfortunately Chris we do not know this information. As it is confidential
Chris Tycoon: you just tole my money
Chris Tycoon: now i DO have to go to my bank
Chris Tycoon: and inform them
Chris Tycoon: of this chat
Chris Tycoon: you say im a thief
Chris Tycoon: yet you locked my account
Chris Tycoon: with over 6 grand in it
Chris Tycoon: whos the real thief here
Kanthan: No not a thief. Our Ecash processing company have picked up that you have outstanding charge backs at another Casino. Once you have paid these charges your account will be reopened and payments made
Chris Tycoon: But I have never done a chargeback
Chris Tycoon: so hhow can i know
Chris Tycoon: what "casino"
Chris Tycoon: i supposdly owe money to
Chris Tycoon: tell me that kanthan..you say I owe money to a casino, ok cool, what casino? so i can contact them
Chris Tycoon: how much do i supposdly owe?
Kanthan: I unfortunately do not know this information
Chris Tycoon: so then in the end
Chris Tycoon: i cant do anything about this
Chris Tycoon: since you know nothing
Chris Tycoon: and i know nothing
Kanthan: this information is not given to me as it is confidential
Chris Tycoon: so my account will remain locked forever
Chris Tycoon: and you stole my money
Chris Tycoon: then why dont you just refund my deposits
Kanthan: Not forever. only until you settle your charge backs
Chris Tycoon: i dont even care about the $5,000 im up right now
Chris Tycoon: just return the $1,100 deposits
Chris Tycoon: but there are no chargebacks!
Kanthan: A moment please while I check for you.
Chris Tycoon: or why cant you take the money out of my balance
Chris Tycoon: that you say i owe
Kanthan: Have you had any notifications from another merchant?
Chris Tycoon: no i have not
Kanthan: Please check as I have checked again with our Ecash processing company and we are unable to open your account
Chris Tycoon: then why dont you just refund my $1,100
Chris Tycoon: take the 5 grand
Chris Tycoon: at this point, i dont even care
Kanthan: If your account is closed there is nothing we can do at present with regards to refunding deposits
Chris Tycoon: so i have to go to my bank?!
Chris Tycoon: wow
Chris Tycoon: youre the reason people HAVE to do chargebacks
Chris Tycoon: rediculous
Kanthan: You can call your bank yes for morer information
 
I just love how they accuse you, but then won't tell you exactly what is going on because its confidential. It would seem appropriate that they give you an opportunity to clear your name.
 
I just love how they accuse you, but then won't tell you exactly what is going on because its confidential. It would seem appropriate that they give you an opportunity to clear your name.

Exactly. They didn't even send me an email or anything, I had to go to live chat myself.

Cant you get hold of a REP here? or contact Ecash ??

Don't think they have one here.

I have no idea how to get ahold of them. I googled ecash and found a company by that name, but there's probably hundreds of companies that go by ecash.
 
I sent an email to the website thats listed as the pending charge on my account. If that fails I'll go back to chat, but they are kind of worthless.
 
Villento also did in my opinion one of the lowest "tricks" possible with the player anakin80. Absolutely disgusting. https://www.casinomeister.com/forums/threads/villento-casino.19881/

And Villento accepted your deposits and bets so even if you would have an chargeback that shouldnt matter. Someone could point out where in their T&Cs they even say that they can do what they did here if a player has a chargeback.

One day these outfits will mess with the wrong person..
 
I'm sure there's just a misunderstanding going on here. If telling you that you've allegedly had chargebacks at another casino is not something that is confidential, then it seems to me they are obligated to tell you which casino, or alternatively, give you contact phone numbers or emails so that you can rectify the problem.
 
@ Tycoon,

First off, despite your understandable frustration, I do think you're being a little bit harsh on the casino. The Chat rep told you he couldn't name the other casino (even if he wanted to) because it is confidential information which the processor will net tell to Villento. Charge-backs are a major issue for casinos and something they MUST take seriously.

But that aside, there is a Villento rep here on the forum:
https://www.casinomeister.com/forums/members/

Contact him and give him a chance to see if he can sort this mess out.

If all else fails you should Pitch-A-Bitch and let Max get to the bottom of this unfortunate error.

KK
 
see that PAB on my thing....it was from Villento....i dep 100 and won over 3k then they claimed i had a chargeback which i never had cause ive never ever made one....i PAB but they refused to give the details....and I gave up..they did refund my 100 though...they are crooks in my book!
 
see that PAB on my thing....it was from Villento....i dep 100 and won over 3k then they claimed i had a chargeback which i never had cause ive never ever made one....i PAB but they refused to give the details....and I gave up..they did refund my 100 though...they are crooks in my book!


So, let me understand this - when someone wins and they decide that is just a wee bit heavier than they want to pay out, they simply claim that the customer has chargebacks at another casino, then they get away with not paying the winnings? And they don't have to provide proof of said chargeback?

Sorry, but that is rogue bullshit in my book! :mad:
 
So, let me understand this - when someone wins and they decide that is just a wee bit heavier than they want to pay out, they simply claim that the customer has chargebacks at another casino, then they get away with not paying the winnings? And they don't have to provide proof of said chargeback?

Sorry, but that is rogue bullshit in my book! :mad:

And that's definitely not behavior that should be allowed for any casino, let alone one that is accredited.
 
Villento was the only MG casino that I had downloaded and have never had any trouble however, that was before the US facing new casino came along.

Jelsmith, did your trouble happen after or before the change? I think that is something that would be interesting to know.

All this stinks to high heaven and if this is something that they are doing without justification, the IMHO their accreditation should be revolked.
 
see that PAB on my thing....it was from Villento....i dep 100 and won over 3k then they claimed i had a chargeback which i never had cause ive never ever made one....i PAB but they refused to give the details....and I gave up..they did refund my 100 though...they are crooks in my book!

You went through a PAB, they refused to give any details, confiscated your winnings and they're still accredited?
 
Thanks for the support guys.

Jelsmith, that's crazy...doesn't it just fill you with anger that they think they can do whatever they want. :mad:
 
You went through a PAB, they refused to give any details, confiscated your winnings and they're still accredited?

idk if they were accredited then or not...it was 2008....they said i was in a negative database had altered my name and addy etc it was BS i play at MG casinos to this day and no probs....they said they wouldnt give me the info period...so idk they just didnt want to pay as far as im concerned....i did nothing wrong except win on 100 deposit
 
idk if they were accredited then or not...it was 2008....they said i was in a negative database had altered my name and addy etc it was BS i play at MG casinos to this day and no probs....they said they wouldnt give me the info period...so idk they just didnt want to pay as far as im concerned....i did nothing wrong except win on 100 deposit

Back before the UIGEA I had a cashout at a different MGS casino that was being held up because "I owed money" to Firepay. Well, to make a long story short, Firepay had already dumped the USA market and would not allow any customers from the USA to pay any outstanding balances that they might have. Apparently this was common for players to owe FP because of the fact that their bank would not accept charges from FP.

So basically the casino in question waived everything and processed my w/d as usual.

Moral of the story: If they wanted to pay you, they would find a way to make it happen.
 
I really do appreciate the support guys.

I looked at the casino rep on the forum, and his last activity was April, so I might as well just see if I can get a hold of a manager at the casino.
 
Back before the UIGEA I had a cashout at a different MGS casino that was being held up because "I owed money" to Firepay. Well, to make a long story short, Firepay had already dumped the USA market and would not allow any customers from the USA to pay any outstanding balances that they might have. Apparently this was common for players to owe FP because of the fact that their bank would not accept charges from FP.

So basically the casino in question waived everything and processed my w/d as usual.

Moral of the story: If they wanted to pay you, they would find a way to make it happen.

Exactly. Hell, she even told me at the end of the convo to call my bank for more info on a chargeback :what:
 
I looked at the casino rep on the forum, and his last activity was April....

'Last Activity' dates are not a reliable way to judge a rep's availability.

Many reps have set up 'reminders' so they receive an email when someone PMs them. In other words they'll often respond when they get a reminder rather than proactively checking the site (and thereby updating the 'Last Activity' counter).

There was a recent case where the rep hadn't been around for many months, yet responded within hours when a PM was sent. Our usual advice is to just try, regardless of the 'Last Activity' date.
 
... they simply claim that the customer has chargebacks at another casino, then they get away with not paying the winnings? And they don't have to provide proof of said chargeback?

That's not how that PAB went at all. There was good evidence of a chargeback history __and__ the player in question had provided what amounted to false info when they registered. This allowed them get under the wire at sign-up time and proceed to play.

From the casino's point of view the player should never have been allowed in, and would not have been if they had provided fully correct registration data. Based on this we supported the decision and closed the case.

You went through a PAB, they refused to give any details, confiscated your winnings and they're still accredited?

See above: details were provided in the course of the PAB and the case was decided accordingly.

FYI, their Accred status is relatively recent. They were not Accred at the time of the PAB in question.

Appreciate it max, I was unaware of that.

No problem, it's not obvious which reps have the 'reminder' thing set up and which don't. More or less you just try and see what happens. :rolleyes:
 
I guess because they werent accredited at the time they stole anakin80s winnings thats ok. He hadnt requested to be put on a MG "blacklist", just another excuse for the casino for not having to pay, in his case 10k.:barf:
 
I guess because they werent accredited at the time they stole anakin80s winnings thats ok. ....

I said nothing whatever about anakin80's Villento case, not a word. My post concerned jelsmith and only jelsmith, as should have been obvious from the contextual quotes I provided and responded to.

And what I said was there was more than sufficient reason to decide that case the way we did. "because they werent accredited at the time they stole ... winnings thats ok" is something you have fabricated out of thin air here, it has nothing whatever to do with the case discussed or the basis for our decision in jelsmith's case.
 
I said nothing whatever about anakin80's Villento case, not a word. My post concerned jelsmith and only jelsmith, as should have been obvious from the contextual quotes I provided and responded to.

And what I said was there was more than sufficient reason to decide that case the way we did. "because they werent accredited at the time they stole ... winnings thats ok" is something you have fabricated out of thin air here, it has nothing whatever to do with the case discussed or the basis for our decision in jelsmith's case.

Well they are accredited now so obviously it was considered to be ok. My point was that theft of winnings in the past is basically approved by accrediting them.
 
I guess because they werent accredited at the time they stole anakin80s winnings thats ok. He hadnt requested to be put on a MG "blacklist", just another excuse for the casino for not having to pay, in his case 10k.:barf:

I went back and read that thread Spider, and that particular case was due to the player self-excluding themselves at other MG properties because of a gambling problem. I don't want to derail this thread too far, but that MG database of people who have self-excluded is something I personally lobbied for. It was back before responsible gambling (online) was taken as seriously as it is now. One of the biggest roadblocks to getting MG casinos to actually self-exclude players who asked for it, was the fact that they could self-exclude at say the Palace Group...then a week later run right to any other MG and open an account and play. Sort of defeats the purpose doesn't it?

Now to this day I know for a fact there are players who can tell Casino X they just wish to take a break for ie. six months, but continue to play at Casino Y. To be put onto the MG "list", it is my understanding that the player would have had to express a serious gambling problem and a wish to quit. I don't know the particulars of Anakin's case (maybe Max does)...but he had self-excluded at two different MG properties and if he/she worded it in such a way to imply they no longer wanted to gamble, then that is why they were on the list. And IMO, rightly so. Where the system may have failed was in not blocking a new account upon signup. But again, a smart player will figure out ways around that.....different email addy, different deposit method, and so on. Again, don't know the particulars....just trying to clarify my understanding of how it works. And crucify me if you want....but I think it's a good thing. I wish that all softwares kept a database of "self-admitted" problem gamblers, and stopped them before they could even create a new account. JMO.

As to Tycoon's case. I think he needs to PAB ASAP. Chargebacks are a very serious issue, for everyone. You think those costs don't get passed down to everyone in the long run? Sure they do. I'm not saying that Tycoon is guilty, not at all. Could be a mistake....it's happened before. IF, and only if it is proven he was guilty....then no, I don't believe he is entitled to his winnings. And there had better be proof more than "because we say so" to back it up. If it is mistake, he is owed a huge apology, his winnings as fast as possible....and possibly a huge comp in the bargain.

He really needs to PAB to get to the bottom of it.
 
I went back and read that thread Spider, and that particular case was due to the player self-excluding themselves at other MG properties because of a gambling problem. I don't want to derail this thread too far, but that MG database of people who have self-excluded is something I personally lobbied for. It was back before responsible gambling (online) was taken as seriously as it is now. One of the biggest roadblocks to getting MG casinos to actually self-exclude players who asked for it, was the fact that they could self-exclude at say the Palace Group...then a week later run right to any other MG and open an account and play. Sort of defeats the purpose doesn't it?

Now to this day I know for a fact there are players who can tell Casino X they just wish to take a break for ie. six months, but continue to play at Casino Y. To be put onto the MG "list", it is my understanding that the player would have had to express a serious gambling problem and a wish to quit. I don't know the particulars of Anakin's case (maybe Max does)...but he had self-excluded at two different MG properties and if he/she worded it in such a way to imply they no longer wanted to gamble, then that is why they were on the list. And IMO, rightly so. Where the system may have failed was in not blocking a new account upon signup. But again, a smart player will figure out ways around that.....different email addy, different deposit method, and so on. Again, don't know the particulars....just trying to clarify my understanding of how it works. And crucify me if you want....but I think it's a good thing. I wish that all softwares kept a database of "self-admitted" problem gamblers, and stopped them before they could even create a new account. JMO.

As to Tycoon's case. I think he needs to PAB ASAP. Chargebacks are a very serious issue, for everyone. You think those costs don't get passed down to everyone in the long run? Sure they do. I'm not saying that Tycoon is guilty, not at all. Could be a mistake....it's happened before. IF, and only if it is proven he was guilty....then no, I don't believe he is entitled to his winnings. And there had better be proof more than "because we say so" to back it up. If it is mistake, he is owed a huge apology, his winnings as fast as possible....and possibly a huge comp in the bargain.

He really needs to PAB to get to the bottom of it.

He hadnt specifically asked to be added to a software wide self-exclusion. Plus it really wasnt effective, it allowed him to sign up and deposit. He didnt as he told get refunded any deposits when he lost. Only problem, of course, was when he won. A classic win-win situation for the casino. What kind of self-exclusion would that be?
They accepted his deposits and allowed him to play, then they must pay. No room for debate IMO.

Self-exclusion software wide should be set up by the software provider or an organisation like eCogra not by casinos and their processors. It just creates win-win situations for the casino. Im banned at certain groups (for "bonus abuse") and they dont even allow me to sign up, so its not the case that it couldnt be done.
 
I got an email reply back from them.

Pretty much the same thing as the chat said. :rolleyes:

They won't tell me who I "owe" money to, as it's a secret. I have to find out myself, pay them, just for a chance to be able to get my account unlocked. lol

Now I actually have to do a charge back, as I doubt a PAB will help since they keep telling me it's confidential on who I "owe money to. If they won't tell me they wont tell max.

*sigh* I never wanted to go this route, but I won't let them take $1,100 of my personal money.
 
As to Tycoon's case. I think he needs to PAB ASAP. Chargebacks are a very serious issue, for everyone. You think those costs don't get passed down to everyone in the long run? Sure they do. I'm not saying that Tycoon is guilty, not at all. Could be a mistake....it's happened before. IF, and only if it is proven he was guilty....then no, I don't believe he is entitled to his winnings. And there had better be proof more than "because we say so" to back it up. If it is mistake, he is owed a huge apology, his winnings as fast as possible....and possibly a huge comp in the bargain.

He really needs to PAB to get to the bottom of it.

They won't give me an answer. They keep saying it's a secret and they can't release that "information"

If I owe money to a casino, which they won't name, how come I can withdrawal from other casinos just fine?

Hell, I won the 65,000 jackpot and had no issue getting the money. But when I'm up $5,000, they decide I "owe" money to another casino?

It's just a bullshit excuse to keep money.
 
... If they won't tell me they wont tell max.

Sorry, but that's not at all true. Most of what we get from the casinos is not and cannot be shared with the players. Your choice though, not like I don't have enough to do already. ;)
 
I got an email reply back from them.

Pretty much the same thing as the chat said. :rolleyes:

They won't tell me who I "owe" money to, as it's a secret. I have to find out myself, pay them, just for a chance to be able to get my account unlocked. lol

Now I actually have to do a charge back, as I doubt a PAB will help since they keep telling me it's confidential on who I "owe money to. If they won't tell me they wont tell max.

*sigh* I never wanted to go this route, but I won't let them take $1,100 of my personal money.


Dude, what do you have to lose by filing a PAB. If the PAB doesn't go your way, you can still do a chargeback, if you are innocent. Nothing to lose but a bit more time.
 
See above: details were provided in the course of the PAB and the case was decided accordingly.

FYI, their Accred status is relatively recent. They were not Accred at the time of the PAB in question.

About Jelly's PAB.... She never received her winnings. So are you saying they reneged on payment for no reason or that she's lying and did in fact do a charge back?

It has to be one or the other.
 
As others have stated, you should absolutely file a PAB. Villento is accredited here, and as such, agrees to the PAB or mediation process. As Max posted, they will and do share info with him and/or Bryan, that is not made public. The process itself usually takes no more than a few days, and should be your first course of action.

There is also Kahnawake, who is the regulatory body that oversees Villento.com A year or more ago I would have said that Kahnawake is a joke, but since the addition of Micki Oster as their complaints contact..they have really pulled up their bootstraps. I believe they have a 72 hr turnaround or thereabouts. Their complaint form can be found here:

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And where it asks for Member ID, you could either put in Villento or Canvar Limited...which is what their certificate is issued under. For URL, put Villento.com.

But decide which of these avenues you wish to pursue first, as it only causes confusion when you have two separate entities working on the same complaint.

All I know is that if you are innocent, then a chargeback should be the absolute LAST resort, to be done only after you have exhausted every other avenue available to you. If you aren't screwed now, you will be after you do a chargeback for $1,100.

One final note.....I guarantee that this isn't coming from the casino directly, but from their processor. Most MG casinos use an ecash processor which used to be called ProcCyber, but now goes by the name Datacash. I'm not sure if Villento uses them, but I'm going to assume they do. Not only do they do all the ecash processing (ie. deposits, withdrawals, etc)...but they are the frontline for fraud screening as well.

I have no idea if Datacash will deal with you directly, but their website is here:

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And a direct link to contacts within their fraud department can be found here:

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I would attempt to contact them directly, and see what, if anything, you can find out.

Keep the chargeback as a last desperate measure.

As a sidenote, you mentioned winning and being paid 65K at another casino. But I would bet it wasn't a Microgaming casino? As I said, it really comes down to the processor, and which casinos or softwares share a commonality in processing/fraud prevention.

EDIT: I just noticed this on Kahnawake's website:

Please note: If you open a discussion concerning your complaint on any public forum, share information with the media or any other public forum, you may jeopardize our ability to assist you.

Which is pretty similar to the rules here regarding PAB. So my advice would to be not post anything further, if you want to try pursuing either of these options. You can always post an update, once you have exhausted all other avenues. Actually, please do.
 
One thing is confusing to me....

Why not PAB? Like the others have said you have nothing to lose.

If I were you I would be filling out the PAB form as soon as possible. If you haven't done a chargeback and now are considering it, may not be the best move.

PAB right away.
 

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