An issue with player - advice needed

[SlotMonster]

Hello, fellow members!

Maybe it sounds a bit strange, but I need your advice as Casino Rep.

We are now dealing with the player who have deposited £400 into BigCasino, received £150 bonus, but asked it to be removed. We did remove the bonus, and sent him an email stating that when he may want to withdraw the funds - a message about uncleared WR will appear, but player should just send us email and we will process his withdrawal manually.

1. Some time after that we got another email from him, where he said that he played our Roulette and managed to build his bankroll to £800, and then decided to submit a withdrawal. As we stated in our email, he saw a message about uncleared WR, went back to his play thinking that he still has WR to clear and eventually lost all his money (£800). He also demanded that it's a "clear breach of codes set by Isle of Man" and promised not to take any legal actions if £800 will be transfered back to his account.

2. In our reply to him we reminded him about our previous email, where we warned him about this message, and about he should have sent us email with withdrawal request. Moreover, as our good will we credited his account with £200 (NO WR!), which he also lost. We also offered a huge deposit bonus on his next deposit.

3. Then he replied back and insisted he didn't receive our email with warning and lost his money thinking he still had WR to clear. He also said that he "have arranged a meeting with his solicitor for next week".

4. After numerous emails back and forth he changed his mind, and sent us email when he said that

In an attempt to reason with bigcasino I would be
prepared to ask for just the £400 back, my initial deposit. I am very
reluctant to do this as it should have been £800 if you have kept to within
the regulations set my the relevant governing bodies, but in an effort to
have a speedy resolution I would accept the £400 returned.

So, what we have now: the player, who lost all his monies in our casino and who demands he didn't get our email and wants his deposit to be refunded. The case isn't closed, so I would like not to be a Casino Rep who will just say: "Our decision is final, and that's all".

Any opinions are welcome. If you need any additional information - please feel free to ask.

Regards,
Viktar.

[lnspin]

Put the $400 in his account, and leave it up to him if he wants to withdraw it or play it. Chances are high he will probably lose it anyway.

But before doing this send him an email stating this is what you are going to do, and have him confirm it first.

Sort of.

Dear ""

We have credited your $400 back to your account, please go and withdraw it at your convience.

Thank you.

[lots0]

Give him the 400 and show him the door...
Sounds like the guy has a problem...

[H1_Roller]

Hmmm... I get the feeling he knew fine rightly that all he had to do was email the withdrawal request (he was explained this), but decided to chance his arm. He lost and is now, again, chancing his arm. I believe he is being opportunistic.

The fact he accepted the £200 with no WR tells it's own story. Had he been genuinely mislead for whatever reason, he would have refused that offer and insisted on the £800 being returned to his account immediately. Plus, why would he spend the £800 and THEN kick up a stink?

[Pulver]

Seems like he is angleshooting a bit to me, but it could be that the email got stuck in his spam filter or something. I think the wisest business descision on your end would be to put the 400 back into his account. Chances are that he would play some more and this way you may have gotten yourself a loyal customer instead of him becomming angry and finding another casino to play at.

I would also suggest that you implement a better system for removing bonuses in the future, as it would be a pain in the ass for every player who asks for their bonus to be removed to have to get that message, send emails etc. when they are about to withdraw. The whole thing can be seen on as a dodgy tactic from the casino to get the player to not withdraw and play on.

[Repro]

Viktar, i think you've done more than enough for this player.

You SPECIFICALLY told him in the email that he should contact you if he wanted to withdraw. He also should have known that there COULDN'T have been a remaining WR, because he himself took action to have the bonus removed.

I think the £200 you credited him - no WR even - was too generous. I'm afraid just BECAUSE you have been this generous he is trying to take (extra) advantage of it.

You already offered him big depositbonusses and i should leave it at that.

My vision on this is: "case closed". You would be crazy to credit him the £400.

Frank

[cpdnd31]

OK Main point that started all of this was player did not want bonus correct? Then you removed bonus correct? So why would player even think he had a wr? If that message showed up as I was trying to cash out I would have been on live chat !!!! He is taking you for a ride. I would fight tooth and nail and then get him blacklisted at every casino you could.....

[oldtrvlagt]

My vote is "you've done enough"! I agree with Repro...and, the player knew the bonus was removed therefore NO WR. I think he is trying to play you. JMO

[anniemac]

Here's my take.

He had a deposit bonus. He asked for it to be removed. It was. So, he knew how much money he had in his account, ei original amount of deposit. So deposit bonus gone, WR gone. He knew there was no wagering requirement. He played, he lost, case closed.

If I got a 'not met wagering' I too would have been on chat like white on rice.

Nope, no refund from me.

[sparkz]

Its a weird 1.

As I player I would love to have £400 but you must see the facts.

They deposited and had bonus removed. Was it CLEARLY stated in the email that when they withdraw it will say "WR" not met and you will process it manually? (some casinos put thing like this in tiny writing at bottom of email).

The player then had £800 winnings? went to cashout and got "wr not met" so gambled and lost the lot? - That relates to post 1, all about how CLEARLY it said you will process it manually.

You then gave him £200 which he could of cashed out right away but instead he gambled and lost it.


Firstly he emailed to ask that the bonus was removed? Thus he would know that of course you would reply to that email to say the bonus is removed (Cant be an excuse about the email not coming through since when he signed up he must of got a confirmation email and you have proof it was sent?). Which he should of checked. Even so if he hadnt then he should of checked to see what the problem was when trying to cashout the £800.


The reality of it is the £200 given to him was a very very goodwill gesture. Too good in fact. Not many casinos would of done that.

If I was him personally I would give myself a slap on the bum and say "not gonna be that silly again".


As for a "legal" case in all fairness no solicitor is going to bother with the "case" for such a tiny sum to be reclaimed.