The Problem
Non-payment of a $4750 winning, that's the problem, and the reasons for the non-payment are curiously strange. Here's the story: a player deposited $500 and cashed out $4750. She was told via live chat that she had met the wagering requirements, but lo and behold they reversed the funds. The reason? The manager stated that this player played the wrong games, that black jack was disallowed and that this change to the terms and conditions were made before she had wagered. He claimed that they made numerous attempts via phone calls and emails to warn her of this. He then went on to explain that the reason they changed the terms and conditions was that they had received some abuse from a some player playing BJ - but not this player.
From the manager:
The player signed up on Feb 07, 2005. She made a $500 deposit the same day and got up to $4750. She is claiming that we changed the our gaming rules and regulations after she won. However immediately after the issue with another member that comitted fraud, we decided to make the changes. In our documentation the changes to the rules and regulations page was done on Jan the 29th of 2005. And on that same day the changes done excluded black jack, casino war, roulette, and baccarat from the rollover allowed games.
The Accounting Department tried to locate the player via phone and e-mail to tell her that she has her account open, and with the total amount of money and if she covers the rollover with the permited games she will be paid instantly. But she didn't reply.
The software we are using AST is not the best as we were promised. And attached a screen shot of why this T and C was changed.
This screen shots and the changes was what made us change the rule and regulation all this before the the day she made a sign up. Not because of the player. We value our reputation and would really hope that with you in the middle this issue will help us keep the good reputation clean.
Here is the screenshot that was sent to me by the manager:
I'm guessing that a player had sent this in to him - note the "busted" hands - everyone of them is "busted - even the dealer's who was dealt a nineteen (I thought they were to stand on 17?).
The question looms - what does this have to do with changing the T&Cs for bonus play? And what does this have to do with this player? Remember the manager stated he had an issue "with another member that comitted fraud".
I asked him what was up with all of this, stating that in all fairness, the player should be paid. She had nothing to do with the "fraud" as far as I could tell.
I forwarded a copy of the chat session that was provided to me by the player:
From me:
I'm still a bit confused here. The player has provided me (which I forwarded to you ) a chat session form your support person that states she had met the wagering requirement. If you are having difficulties with player fraud, I don't see why this player needs to suffer the consequences since it seems you are under the impression that she is legitimate.
The Player : Please confirm that I have completed the wagering requirement
You are now speaking with Moe, Support.
Moe : Welcome to Rochester Casino, let me have your account number please
The Player : Its COS12345678910
Moe : ok, just a minute, let me load your game history
The Player : o
The Player : ok
Moe : it takes some time, please hold
The Player : ok
Moe : I looked at your rollover and is complete, Great Gaming Maam
The Player : great. thanks a lot
Moe : youre welcome, have a great time
The Player : Please tell me, how long will it take to get paid when I cash out
Moe : which method will you choose
The Player : Neteller, just like I deposited with
Moe : ok Maam, it normally takes 24 hours for the payout to be processed
The Player : Thats excellent
The Player : Do you need any documents to be faxed
Moe : you will be contacted by the Payouts department if they need further information
Moe : via email the player : OK. thanks
The Player : bye for now
Moe : youre welcome
So what's up with that?
Bottom line, this is just another shoddy clip-joint run out of some Costa Rican hell hole. They can't afford decent software, and punish the players for using the crap.
Avoid this casino at all costs.
|
Added 29 June 2005
