rushed rebuttle and be sure i never new how much i truely ever had!!!
My apologies for the late and long reply but it did take some time to do a full analysis on the account and large number of communications on this issue.
Here are the fact regarding this issue;
The player won a progressive of $29 471.74 on 28 September. He withdrew $15 050 later on the same day.
---I called in regards to the win and that if i needed nto give any more information i was told no.
-- and it was also menttion to me that the mmeny woukld be made in payments of 5000 per week.
He then started playing with the remaining balance of $14 421.74
---correct and i still had totaal control over my account
----and yes that is correct as the whole amount would have be withdrawn but the casino did not allow me to enter in the whole amount also the casino told me i was under the 5000 per week rule in a progressive win which they were fully aware of.
On the same day we requested verification documents from him and we received some documents on 30 September, some on 5 October and the final batch on 7 October.
yes on the very day being 3 days after in which i call three times the first 2 times i was put on hold so long ui hung up the last time i called i begged to not be put on hold there was something thaat had occured in my account to cause me to call in which i was conserned --
---also i sent my picture ID a bill and the front and back of my credit card..
We, however, refunded his account with $15050 on 6 October (this is after a week and when we still did not have all the documents) and this was confirmed with him during a chat on the same day. When the $15050 was returned to his casino account the balance on the account was 85 cents and he was left with $15050.85.
0- the casino kept asking for documents and if i was not yet verifieed why would they put it into a person who is unverified
As so much time elapsed since he won the progressive and kevinhopf continued to play with the refunded funds, the system did not recognize it as a progressive win and the $5000 rule was applied
---- rule was told to me right from the start! or i would have withdrawn it all at once !!
and no the system still saw it as a progressive win bcecause it alloowed mme to still withdraw any amount i wanted to!!!
After receiving all his documents we attempted to pay him the first payment of $5000 on 9 October but it failed due to incorrect information being entered on the Preferred Method of Payment. After we rectified the information a second attempt was made on the same day to pay the amount and payment was successful0
know that i was never aware of this fact and niether were the reps aware of this or were not admitting to being aware if this because in chat i had with a rep it was said that there were two payment made of 5000 each and this was known because when they reversed the last time in which i did not request the reversal except for the 300 i withdrew not even 10 hours befor seperatly from the rest of the cash which had been withdrawn days befor and it was not untill the 23rd oct as i was was sending emails and chatting .to the where abouts of the 5000
The agent that kevinhopf spoke to on did say that two payments were made but she saw both attempts and did not realize that the first attempt, due to the details captured on the preferred method of payment, was unsuccessful.
how could she not be aware of it i made a big deal about it because i could not withdraw the five thosand and she said it was sso that means she had to ssee a second 50000 dollars as processed and i should have also had a record that the first payment fail and there was 5000 being poroceassed By the time the payment was made there was only $5 243.96 left in the account. After making the payment, only $243.96 remained in his account.
Progressives are paid in full and are not subjected to the 5000 credit per week rule. The reality, however, is even if the progressive was paid in full by the time we made the payment, the only amount we could have paid was $5 243.96 because that was all that was left in his account.
kevinhopf was aware that he did not withdraw the full progressive amount and that we returned the withdrawal to his casino account. He was also aware that we were applying the $5000 a week payment rule and did not have any issues with it until he realized that he only received the one $5000 payment.
In an earlier post he mentions withdrawals of $15 050, $7060 and $13850. These are withdrawals made on the reversed amounts he played with and which we also reversed to his account because of the $5000 rule. These withdrawals happened before the $5000 was paid to his account. As stated before there was only $243.95 remaining in his account when the payment was made.
you are incorrect as the systejm was not the thing that was not allowing me to withdraw it what the casino employees. do you think 9i would have left that money in the account if i thought i would ever beable to withdraw it!! i asked another casino about just such a thing here is the thread it is a microgaming casino:
To celebrate our 15th birthday, Casino Rewards is giving away $15 Million over 10 weeks in the $15 Million Giveaway - ask me for more information on how to grab your share!
You are now chatting with Caitlin.
Caitlin: Welcome to the Casino Rewards support chat. How can I help you today?
you: ii was wondering if a payment has been processed and a player has been verified can the processed withdrawal be reversed
Caitlin: Yes you can reverse a cashin
you: no I asked a=can an already processed withdrawal be reversed\
you: having a legit claim on the money
Caitlin: It has already been sent out to you? May I please have your account number?
you: yes
you: vgmr0165015103
Caitlin: Thank you One moment please
you: I just want to kow how progressives get payed out if I were to win
Caitlin: I am sorry, I am unsure as to what you mean. You do not have a withdrawal?
you: i know i don't i am wondering the rules if i were to wi
you: win
you: i think its implrtANT INFORMATION IF I WERE TO WIN THAT KIND OF CASH SO I WILL NOT RUN INTO ANY PROBLEMS
you: sorry about caps
you: accedent
Caitlin: The withdrawal will go into pending for 48 hours, and then be sent out to your preferred method of payment. We may ask for verification documents to process this.
Caitlin: It's okay.
you: so what if i did not have correct documents
you: at the beginning and you requested them
Caitlin: You would need photographic ID, a proof of address, and also the copy of what what used to make the deposit.
you: and i was able to provide them
Caitlin: You have these?
Caitlin:
you: what if i did not supply them quick enough would the transaction be put back into the casino account
Caitlin: It is put back into the casino account if it is in pending for 30 days.
you: till the docuents were verified or would you wait until the verifacation
Caitlin: It is put back into the casino account if it is in pending for 30 days.
you: now if any bets aree made on that progressive winning woud that vouid the payment in one lump sum
you: void
Caitlin: You mean if you bet with your winnings?
Caitlin:
you: after it was put back into the account and if so to you inform the player that they should not spen any of it or loose the lump sum pauyment
you: yes4
you: yes if i bet with the winning put back unto the account
Caitlin: I am sorry I do not understand your question.
you: and then only be payed out in sums of 5000 per week
you: ok if i won and the money was put back into my casino account and i played some of the cash would that void the lump payment
Caitlin: This rule doesn't apply to progressive wins.
you: causein it to only be payed out in 5000 per week sums
Caitlin: No, it wouldn't.
you: ok cool cause i did win at another casino you are not affiliated with and they are trying to screw me out of a legit amate winnings
you: royal vegas
Caitlin: I am sorry to hear that.
you: it could be getting cleared up now i had received two payment of winningh pryer to winning jackpot
Caitlin: I am sorry to hear you are having difficulties, you will be able to read more about us in the terms and conditions of the casino.
you: i asked on the day of the win is there any more information you need i called them andchatted i was very very diligent in asking them if there was anything else and i was not informed that o would need anything else
you: then 3 days later my withdrawel was reversed
Caitlin: Our withdrawals go into pending for 2 business days, and we can tell you how long it should be until you expect to receive this. If it is any longer, please contact us and we will be able to tell you why.
you: so i called them up and they said they needed paperwork then tod me the progressive was no longer considered on time pay out when i gambled a bit and say i was under a 5000 a week pay out
Caitlin: I see.
you: accuallly thy hadc said this in the very first day that i was under a 50900 per week payout
you: 5000 per week
you: i later was going through there terms and conditions and found out that progressives don't apply
you: i looked in my account and i had all verification identified 1qand three payment totaling 35800 dollars all processed but i had only received 5000
Caitlin: You can read our full terms and conditions here
Caitlin: Terms and Conditions
you: i contacted econgra and put in a complaint
Caitlin: Thanks for holding. I'll be right with you.
you: so i feel i have a good case do you think i have a rteasonable dispute if it may go that far?
Caitlin: I am sorry I cannot make a comment on a case that has happened in another casino.
you: a progressive pay out is a progressive payout out it does not mtter if someone gambles some of it it still can be payed in a lumo sum correcty
you: thankyou for the information it was very helpful
Caitlin: You're welcome
Can I help you with anything else?