Playshare Partners and Casino Rewards

**weplant** · 17th February 2011, 04:18 AM

I was having all kinds of issues..First my withdrawl was missing, I was told to uninstall casino and reinstall, and I am not able to reinstall..Being from the US has made it even more difficult..

HOWEVER, I must say, everyone I have talked to on the phone or live chat and pm's to Renee, have been very nice, very helpful..I feel like they really want to fix it for me..

They have now put my withdrawl back into my account, so I have to request the withdraw again, unfortunately I cannot download the casino to do that..But I have faith it will happen..And yes, it means I have to wait again, go through the pending time again (which I feel I should not have to), but I am just glad they were able to locate my payout..Everything is up in arms right now and I for one will try and continue to be patient.

As long as they are easy to communicate with you and trying to resolve the problems, I am happy and will give them a chance.

**Simmo!** · 17th February 2011, 09:21 AM

As this thread has lots of SPECULATION and assumptions about this deal based largely on HEARSAY, I received some clarification on a few points directly from Casino Rewards last night.

Here is some information DIRECT from the horse's mouth (my accentuation):

As you can imagine, we have been inundated with comments and questions in the last few days.

I would just like to clarify that all casino funds, cashins and loyalty points will be honoured. Please do allow a little time for the migration of data across to our systems - the two companies run on different infrastructures and we therefore need to sort through all outstanding matters and make sure all players are looked after.

We have flown a team of people from the Casino Rewards office to the Playshare offices to handle all these matters and make sure that we receive all correct and up to date data.

Our team at the Casino Rewards office is working around the clock to make sure that the player transition goes through smoothly.

If you have any specific questions please feel free to get in touch with our support team who are available 24/7 and should be able to answer specific queries: http://www.casinorewards.com/main/contactus.asp

I appreciate that the management of Casino Rewards have chosen not to participate in forums so it is understandable to an extent that speculation on issues like this will exist.

However reading this thread, it strikes me that some people are mistakingly treating SPECULATION as fact.

I think this is probably an opportune time to advise all Meister members that while its fine to speculate, it doesn't reflect well on them, or on Casinomeister itself, to be treating unconfirmed information as factual until it is proven.

Cheers,

Simmo!

**jetset** · 17th February 2011, 09:41 AM

I believe the problem here is one of communication - or the lack thereof.

If you create a vacuum of information, it will inevitably be filled by speculative comment.

These two companies should have planned and prepared a clear and comprehensive communication program before announcing the takeover...that would have saved everyone a great deal of time and guesswork.

**weplant** · 17th February 2011, 06:09 PM

Just wanted everyone to know all my issues have been resolved...I was finally able to download the casino again and my money is back in my account. I will now put in for another payout..

Again, I have to say everyone was extemely helpful, curtious and concerned about my needs..I am certainly going to continue playing there and give them the benefit of the doubt...

**vinylweatherman** · 17th February 2011, 06:28 PM

Originally Posted by jetset

I believe the problem here is one of communication - or the lack thereof.

If you create a vacuum of information, it will inevitably be filled by speculative comment.

These two companies should have planned and prepared a clear and comprehensive communication program before announcing the takeover...that would have saved everyone a great deal of time and guesswork.

The ONLY communication was the email sent by CR about the changes. This said all would be complete "in 48 hours". There has been NO further update, despite that fact that some aspects are STILL incomplete 8 DAYS later, such as outstanding comp points.
Given that when Casino Action was taken over, there was NEVER any honouring of comp points, there is every reason to believe that the same would apply this time, and that if the comps didn't turn up by day 8, it was a policy decision, not something that would take longer.

What made it even worse was the complete lack of notice so that players had a chance to get their affairs in order BEFORE losing access altogether to their past histories, and their comp point accounts.

Players can no longer even LOOK at their data, so cannot know what they are owed in this respect.

Given the experience CR have in taking over entire casino groups, I would have expected them to get this almost 100% right, and leave NO room for speculation.

Why did PLAYSHARE not communicate the change to players, it looks like they just "bailed" overnight, leaving Casino Rewards to pick up the pieces. Even BEFORE the change was officially announced, no-one at Playshare was there to field queries from the players when they first noticed some odd things happening with their software, such as opted in bonuses not being credited, and loss of access to game and transaction histories, along with pending withdrawals not being processed.

Why didn't Playshare leave in an orderly fashion, taking responsibilty for withdrawals already in the pipeline, and designing their promotions to terminate the day before the takeover. We STILL don't have "official" answers for this, only speculation as to why this was achieved as an "overnight flit", rather than a clearly planned and executed change over.

This is EXACTLY how the take over of Casino Action happened, a "midday flit" with a last withdrawal being paid that morning, and everything "locked down" a couple of hours later that afternoon. Not ALL players saw their money either, only the CASINO players.

It's like turning up at the bank one day, finding it closed and in darkness, and no notice on the door telling you WHY, and what has happened to your money.

Had I not logged back into my account, I would NOT have known that my £1800 withdrawal had been returned, rather than being processed, and I had requested it CORRECTLY, back to my deposit method, and exactly the way I have ALWAYS requested withdrawals.

**vinylweatherman** · 17th February 2011, 08:50 PM

It's done.

This happened not too long ago - history view makes it pretty obvious.

The complete LACK of communication to players that this would NOT be done anywhere NEAR the 48 hour timescale they promised did not help.

It has taken 8 days from the takeover to complete this, and it seems the correct VALUE has been calculated, rather than a simple like-for-like move of the NUMBER of points.