Bogus Complaint joe90joe VS Platinum Play

[joe90joe]

Hello guys. Can you please share advice and help me regain my £2003 winnings.

So I joined this casino and accepted the welcome bonus of deposit £200 receive £200 bonus. I played slots all the way through the wagering requirements and finally finished on about £1400 or so. Because I had a peak balance of over £2000 at one point I was not satisfied with £1400 which caused me to Tilt and play BJ until I eventually got back up to £2003 which i then withdrew. I played Blackjack after all the wagering was cleared!

Now the only response I am getting is - 'I can see that there has been a decision taken by our Player Security department regarding your account, and as such, the account has been locked, and is to remain locked.'

I have broken no terms whatsoever so can you guys tell me the best way in getting my winnings back please.

 

[chuchu59]

We cannot help you simply based on what you have said. This is a trustworthy group and I suggest you send a private message to the forum-rep ie Fortune Lounge. At the same time you should show some sincerity and refrain from posting till this is resolved.

 

[lotusch]

Hello guys. Can you please share advice and help me regain my £2003 winnings.

So I joined this casino and accepted the welcome bonus of deposit £200 receive £200 bonus. I played slots all the way through the wagering requirements and finally finished on about £1400 or so. Because I had a peak balance of over £2000 at one point I was not satisfied with £1400 which caused me to Tilt and play BJ until I eventually got back up to £2003 which i then withdrew. I played Blackjack after all the wagering was cleared!

Now the only response I am getting is - 'I can see that there has been a decision taken by our Player Security department regarding your account, and as such, the account has been locked, and is to remain locked.'

I have broken no terms whatsoever so can you guys tell me the best way in getting my winnings back please.

Not satisfied with a netwin of £1200?
Maybe you should have left BJ ...

 

[joe90joe]

I thought this was a complaint forum. Am I not doing the right thing?

I could save other players from the same incident at this Casino. Any ways thanks for the response, where can I find the Fortune Lounge Rep? Will they not say the same thing I have been getting emailed?

 

[joe90joe]

Not satisfied with a netwin of £1200?
Maybe you should have left BJ ...

Like I said I tilted. Its silly really because I could of busted my balance even after doing all that hard work completing the wagering. I was staking £100 BJ hands at one point aswel!

 

[Sovietsky]

Hi there, I will atleast be freindly.

https://www.casinomeister.com/forums/members/

Can be found in I-gaming reps.

 

[lotusch]

Like I said I tilted. Its silly really because I could of busted my balance even after doing all that hard work completing the wagering. I was staking £100 BJ hands at one point aswel!

Yeah I know,I did not want to sound rude but 1200 net winnings was still nice to take,before going wild on BJ ...
Maybe they found your play behaviour in BJ a bit off....Just thinking here...

 

[irmster]

Yeah I know,I did not want to sound rude but 1200 net winnings was still nice to take,before going wild on BJ ...
Maybe they found your play behaviour in BJ a bit off....Just thinking here...

If he's completed his WR, he can bet how he wants.

Casino's have to give more of a reason than 'the account is locked and will stay locked'. I presume there is more to it.

 

[dunover]

If he's completed his WR, he can bet how he wants.

Casino's have to give more of a reason than 'the account is locked and will stay locked'. I presume there is more to it.

Fortune Lounge are accredited and a good lot. Yes, if he turned his bonus to cash before playing BJ, he can do what he likes. It may sniff of AP to them, but that's not against the terms. I suspect there is more to this - a duplicate account, another in the group he SE'd from or identity issues.

The OP needs to elaborate.

 

[skiny]

Fortune Lounge are accredited and a good lot. Yes, if he turned his bonus to cash before playing BJ, he can do what he likes. It may sniff of AP to them, but that's not against the terms. I suspect there is more to this - a duplicate account, another in the group he SE'd from or identity issues.

The OP needs to elaborate.

We have no idea how he was betting before he cleared the WR but if no terms were broken before the WR was met the money should be his to do with as he pleases. I've always wondered though how a casino can accuse a new player of "irregular" play. Maybe that's how he always plays. What's irregular for you might be quite regular for me.

It's kind of hard to say what's really happening though because so far the story is pretty vague. As they say, the devil is usually in the details.

 

[asadzareef89]

Like I said I tilted. Its silly really because I could of busted my balance even after doing all that hard work completing the wagering. I was staking £100 BJ hands at one point aswel!

Maybe that's their problem that u staked high on BJ while less 2 complete the wagering as they consider BJ low rosk(my opinion - no gambling is low risk)

 

[Nifty29]

If he's completed his WR, he can bet how he wants.

Casino's have to give more of a reason than 'the account is locked and will stay locked'. I presume there is more to it.

My spidey sense tells me....as usual....that there is much more to the story.

 

[joe90joe]

Fortune Lounge are accredited and a good lot. Yes, if he turned his bonus to cash before playing BJ, he can do what he likes. It may sniff of AP to them, but that's not against the terms. I suspect there is more to this - a duplicate account, another in the group he SE'd from or identity issues.

The OP needs to elaborate.

I did indeed complete all the bonus wagering before playing BJ. This is my only account at Platinum Play, but what do you mean by another in the group?

 

[joe90joe]

We have no idea how he was betting before he cleared the WR but if no terms were broken before the WR was met the money should be his to do with as he pleases. I've always wondered though how a casino can accuse a new player of "irregular" play. Maybe that's how he always plays. What's irregular for you might be quite regular for me.

It's kind of hard to say what's really happening though because so far the story is pretty vague. As they say, the devil is usually in the details.

I started playing on Hellboy which has 2 good bonus features. I got to over £2000 from the feature where you pick doors which holds cash prizes. I did lower my bets to complete wagering but nothing minimal, I played like £5-6 Spins. The wagering finished on around £1400 and then I played some BJ and wagered about £2000 extra if not more to which I then cashed out £2003.

Is there anything about my play which seems Irregular?

 

[Sovietsky]

Did you get your deposit money back ?

Maybe you have broken their terms and conditions or something beacuse I doubt that accredited casino closes your account just for winning.

 

[joe90joe]

Did you get your deposit money back ?

Maybe you have broken their terms and conditions or something beacuse I doubt that accredited casino closes your account just for winning.

They said they will send my deposit back but I still want what I won. It sucks because you get really excited about hitting a big win like this and then they just take it away like that .

If I had broken a term in their rules why would they not state that instead of the poor excuse they gave me?

 

[Blathaon]

I started playing on Hellboy which has 2 good bonus features. I got to over £2000 from the feature where you pick doors which holds cash prizes. I did lower my bets to complete wagering but nothing minimal, I played like £5-6 Spins. The wagering finished on around £1400 and then I played some BJ and wagered about £2000 extra if not more to which I then cashed out £2003.

Is there anything about my play which seems Irregular?

The only thing i could find in their T&C's about irregular play is.

28. The casino reserves the right to withhold any withdrawals and/or confiscate all winnings for irregular play. Irregular play includes, but is not limited to, any one or more of the following types of play:
Placing single bets equal to or in excess of 30% of the value of the bonus before the wagering requirements for that bonus have been met
Using the double-up feature to increase bet values
Even money bets on Sic Bo, craps, baccarat, Wheel of Riches and roulette

I could not find anything about max bet rules when not on a bonus.

If you broke the rules before meeting wagering i would expect them to be willing to tell you what you did wrong. If you indeed have not broken any of their rules then i do not know why they would confiscate your winnings.

However as others have pointed out, there usually are more to stories like yours than first meets the eye.

 

[Sovietsky]

They said they will send my deposit back but I still want what I won. It sucks because you get really excited about hitting a big win like this and then they just take it away like that .

If I had broken a term in their rules why would they not state that instead of the poor excuse they gave me?

Read their T&C and look if there was something that you might have broken, like bet limit, multi accounts, wrong information (birthdate) etc.
Also send the rep a PM and ask.

 

[joe90joe]

Thanks Blathaon and everyone else who has been helpful.

I did not break any of them rules you mentioned. I am as baffled as you all seem. Some Casinos just do not like to be fair to players who win so big I take it.

 

[Blathaon]

As Sovietsky mentioned earlier in the thread, you should contact the rep if you haven't already and give him a chance to look into the problem. FortuneLounge Rep

Then if you still think that you have a case, and the rep was unable to help you or explain what you did wrong, you may want use the PAB service.

Make sure you read the PAB FAQ before you submit it.

 

[mrmark21]

You should PM the rep. Let us know what happens. You should be paid if you haven't broken any of the T&Cs.

 

[skiny]

Obviously the irregular play excuse is the problem. If the sole reason for confiscating the winnings is irregular play then I think casinos need to be more specific. If a casino isn't going to pay any players they have to tell them exactly why.

I'm going under the assumption that you read the terms and conditions either before or after and know you didn't break any of the rules that this casino considers irregular play. If that is the case there is something missing from the list of actions that warrant a refusal to pay. If it's not in the terms and conditions then it can't be enforced.

On the other hand if there is some term listed under irregular play that you broke whether intentionally or accidently then this is probably a complete waste of time. There is the possibility that the casino watches for specific betting patterns that they might not want to share with the general public. They might consider these patterns to be advantage play. If contacting the rep doesn't help then the PAB process might. Casinos are sometimes willing to share this kind of information with a third party rather than with a player they suspect as being an "advantage player."

Personally, I don't like the term "irregular play" any more than I like terms like "spirit of the bonus." They're far too vague and open to interpretation. A specific set of rules should be listed and the casino should be able to tell you exactly what you did wrong when they refuse to pay.

 

[vinylweatherman]

The next step would be to PAB (assuming contacting the rep doesn't get anywhere).

It's possible the irregular play took place on the slots with a bet more than 30% of the bonus awarded. The "double up" feature on most slots could also have breached the 30% rule, as it is considered a separate bet. For example, trying to double a win of more than 30% of the bonus would be considered a bet in breach of this term.

If it's more a "spirit of the bonus" issue, then a PAB is the best way to go.

If it's an issue that has nothing to do with the gameplay as represented by the OP, then the OP would be reluctant to PAB or contact the rep. It already seems that the OP would rather carry on putting the case here than contacting the rep as advised earlier.

 

[Nifty29]

The next step would be to PAB (assuming contacting the rep doesn't get anywhere).

It's possible the irregular play took place on the slots with a bet more than 30% of the bonus awarded. The "double up" feature on most slots could also have breached the 30% rule, as it is considered a separate bet. For example, trying to double a win of more than 30% of the bonus would be considered a bet in breach of this term.

If it's more a "spirit of the bonus" issue, then a PAB is the best way to go.

If it's an issue that has nothing to do with the gameplay as represented by the OP, then the OP would be reluctant to PAB or contact the rep. It already seems that the OP would rather carry on putting the case here than contacting the rep as advised earlier.

Looks like someone else got hold of vinyls account.

Pming Bryan now.

 

[chuchu59]

Thanks Blathaon and everyone else who has been helpful.

I did not break any of them rules you mentioned. I am as baffled as you all seem. Some Casinos just do not like to be fair to players who win so big I take it.

We cant simply take your word for it. Contact the rep through a pm and let's see what he says. Posting here damages their reputation and they will be far less willing to cooperate.

Ultimately the choice is yours.

 

[joe90joe]

I have sent a private message to Fortune Lounge Rep but they have not responded to me.

I did not bet over the 30% rule or use any double up option. Should I now use the PAB service?

 

[Nifty29]

I have sent a private message to Fortune Lounge Rep but they have not responded to me.

I did not bet over the 30% rule or use any double up option. Should I now use the PAB service?

The accepted process is as follows:

1. Contact rep via PM.

2. Wait 48 BUSINESS hours for a reply. i.e. do NOT count weekends.

3. If no reply is forthcoming, your choices are:

* Send PM to Casinomeister with subject "Rep not responding" and allow him the chance to find out why the rep has not responded.
Wait 48 BUSINESS hours for a reply from the Bryan (the Rep will usually reply pronto after this in my experience)

OR

* Check out the PAB FAQ: https://www.casinomeister.com/forums/help/pab-rules/ << READ CAREFULLY FIRST<<

THEN

* Submit a PAB: Link Outdated / Removed

VERY IMPORTANT - READ THE PAB FAQ FIRST and ABIDE by the rules. If you DON'T, your PAB will be DELAYED or even REJECTED. You're doing yourself a disservice if you ignore the FAQ.

PERSONALLY, I would take the first option at #3 i.e. contact Bryan about Rep not responding. If you do this, you may not have to waste your time and Max's by submitting a PAB that may not be required. However, I don't think there is a rule that says you MUST do this, it is just the BEST way in my experience.

 

[dunover]

I did indeed complete all the bonus wagering before playing BJ. This is my only account at Platinum Play, but what do you mean by another in the group?

Fortune Lounge have other sites - check the accredited section here:


Link Outdated / Removed

Have you taken a SUB, or excluded from any of these sites, or provided details to them that are in any way different from those you supplied to PP or ever charged back a casino deposit?

If not, then the answer must surely lie in exceeding a limit in the bonus terms. Normally for that they would void the bonus and winnings from it, restore you deposit but not shut your account.

Something more to this I think.

 

[skiny]

Fortune Lounge have other sites - check the accredited section here:


Link Outdated / Removed

Have you taken a SUB, or excluded from any of these sites, or provided details to them that are in any way different from those you supplied to PP or ever charged back a casino deposit?

If not, then the answer must surely lie in exceeding a limit in the bonus terms. Normally for that they would void the bonus and winnings from it, restore you deposit but not shut your account.

Something more to this I think.

None of these would fall under the category of irregular play. If it's something silly like breaching an obvious term or taking welcome bonuses at multiple casinos then it is what it is. I'm really just curious what constitutes irregular play.

 

[chayton]

Where are you guys getting 'irregular play' from?

In the first post the OP quoted that the casino said "..there has been a decision taken by our Player Security department regarding your account, and as such, the account has been locked, and is to remain locked." and the title was 'irregular activity' - which I'm thinking has more to do with the account than with what games were played.

If the player breached the terms by playing the wrong game or betting higher than max, they would have had winnings confiscated, but that's not what happened - the account is locked. That means there's something else going on.

 

[vinylweatherman]

Where are you guys getting 'irregular play' from?

In the first post the OP quoted that the casino said "..there has been a decision taken by our Player Security department regarding your account, and as such, the account has been locked, and is to remain locked." and the title was 'irregular activity' - which I'm thinking has more to do with the account than with what games were played.

If the player breached the terms by playing the wrong game or betting higher than max, they would have had winnings confiscated, but that's not what happened - the account is locked. That means there's something else going on.

"irregular activity" is not something I have seen mentioned as a reason for confiscating winnings, unless "irregular play" was meant.

Usually, an account is locked when fraudulent information has been provided at registration, or false or inconsistent documents have been presented. This is usually titled "locked due to suspicion of fraud".

"irregular activity" is a less serious title than "suspected fraud", and seems to describe a player who does not fit the pattern of someone who is playing for personal enjoyment. Accounts may get closed, but past bets are honoured unless specific terms have been broken. It may not be down to this particular session, but an earlier one, or a pattern of play across several FL properties.

I wonder if this is another of those things that are irregular, but are "neither bonus abuse nor fraud", such as a software bug having been exploited, and the casino satisfied that this was knowingly done by the player.

I remember the "illegitimate play" episode of 2006 that turned out to be a software screw-up during a MGS update, but no rep was prepared to say what the bug was, nor how it was exploited.


The most obvious here would be a suspicion of multi accounting in order to repeatedly hit this 100% welcome bonus, but all they have is an inconsistency in registration details and some odd connections between a number of players that makes them suspect a syndicate at work, hence "irregular activity".

A PAB would ensure their evidence was looked at by an independent arbitrator (Max), who would offer an opinion on whether it was good enough for an accredited casino to void winnings. Accredited casinos generally abide by the opinion of Max in PABs.

Exactly which slots were played, and at what size bets?

 

[chayton]

This is in the general terms:

1.3. Refusal to Register, Deregistration, Exclusion & Suspension

1.3.1. We may refuse to register you as a Player or elect to deregister and exclude you or suspend you as a Player from the Casino at any time if we deem that your participation at the Casino is, shall be or has been previously, in any way not for personal entertainment [i.e. professional], fraudulent, illegal or that your participation is or has been abusive, collusive or irregular in any way.

1.3.2. You acknowledge hereby that the Casino is not obliged to give you prior notice of its decision to refuse, deregister or exclude or suspend you, nor to furnish you with any reasons for such decision.

1.3.3. If Platinum Play becomes aware that a player is underage, we will, except where there are grounds to believe that a fraud has been perpetrated:

1.3.3.1 Suspend the account immediately;

1.3.3.2 Void all wagers that have taken place

1.3.3.3 Refund the value of all deposits net of withdrawals; and

1.3.3.4 Close the account.

I think the player should PAB and then we'll see what comes to light.

 

[MisterBJ]

I betcha its the ole fraud ring team scheme thing

 

[fortunelounge]

Unfortunately I have been out of the office for 3 days but I am looking into it and will reply to the OP's PM as soon as possible.

I will also reply in the thread.

Regards

Wim

 

[fortunelounge]

Hi everyone

I have replied to the OP's PM and, as this issue has been discussed widely in this thread, I also need to inform you of why the OP's accounts were locked and why her winnings were confiscated.

As mentioned in a number of previous posts, we conduct extensive security checks on players we suspect of attempting to commit fraud against our casinos. We will only lock accounts and confiscate winnings where we are satisfied that we are indeed dealing with a fraudster as it is not in the interest of business locking accounts of proper, bona fide players.

In this particular case the OP opened multiple accounts, using the details of friends she had invited to her Facebook page. She then attempted to change the personal details and e-mail addresses afterwards to that of her own. All these "different" players shared the same identifiers, same passwords, purchasing accounts and played exactly the same games.

She disputed the issue with eCOGRA who also turned down her dispute.

Her accounts will remain locked and she has been put onto a central negative database to prevent her from defrauding other casinos as well.

I hope this clears up this issue.

Regards

Wim

 

[joe90joe]

Hi everyone

I have replied to the OP's PM and, as this issue has been discussed widely in this thread, I also need to inform you of why the OP's accounts were locked and why her winnings were confiscated.

As mentioned in a number of previous posts, we conduct extensive security checks on players we suspect of attempting to commit fraud against our casinos. We will only lock accounts and confiscate winnings where we are satisfied that we are indeed dealing with a fraudster as it is not in the interest of business locking accounts of proper, bona fide players.

In this particular case the OP opened multiple accounts, using the details of friends she had invited to her Facebook page. She then attempted to change the personal details and e-mail addresses afterwards to that of her own. All these "different" players shared the same identifiers, same passwords, purchasing accounts and played exactly the same games.

She disputed the issue with eCOGRA who also turned down her dispute.

Her accounts will remain locked and she has been put onto a central negative database to prevent her from defrauding other casinos as well.

I hope this clears up this issue.

Regards

Wim

Firstly I am a MALE. Secondly have you mixed up my account with a fraudsters?

Nothing you say makes any sense. I have no more than one account and I also do not know anyone else who has accounts with you. Im sorry but you are talking crap.

Guys help me out here. how can I prove he is LYING?

 

[The Dude]

Firstly I am a MALE. Secondly have you mixed up my account with a fraudsters?

Nothing you say makes any sense. I have no more than one account and I also do not know anyone else who has accounts with you. Im sorry but you are talking crap.

Guys help me out here. how can I prove he is LYING?

Number #1: If you've come here with a BS complaint, you are in the wrong place.

Number #2: If you feel that you have a legitimate issue, please use our PAB service which has been recommended a number of times in this thread.

Number #3: The casino rep is an upstanding member here - accusing him of lying and stating that he's talking "crap" is flaming. Do it again and see what happens.

 

[joe90joe]

Number #1: If you've come here with a BS complaint, you are in the wrong place.

Number #2: If you feel that you have a legitimate issue, please use our PAB service which has been recommended a number of times in this thread.

Number #3: The casino rep is an upstanding member here - accusing him of lying and stating that he's talking "crap" is flaming. Do it again and see what happens.

I'm sorry If I offended him or you but being called a fraudster by a company who owes me so much money is not a nice feeling. He had no business making that statement here since all I have done in this thread is look for advice and share my situation with Platinum Play, I did not slate them in any way.

I will PAB now, and the reason I havnt yet is because I was advised to wait for the Reps response which was an hour ago.

 

[chuchu59]

Firstly I am a MALE. Secondly have you mixed up my account with a fraudsters?

Nothing you say makes any sense. I have no more than one account and I also do not know anyone else who has accounts with you. Im sorry but you are talking crap.

Guys help me out here. how can I prove he is LYING?

Fortune Lounge has provided details of your fraud. If you believe they have wrongfully accused you please Pitch a Bitch. You will need to provide MaxD with details of your complaint and Fortune Lounge will be required to prove you are lying. This is not to say FL has not erred before as I was also accused of being a fraudster several years back. Their identifiers may not necessarily be correct so if you are not bullshitting us justice will be served. Otherwise, just scram and get outta here.

 

[joe90joe]

Fortune Lounge has provided details of your fraud. If you believe they have wrongfully accused you please Pitch a Bitch. You will need to provide MaxD with details of your complaint and Fortune Lounge will be required to prove you are lying. This is not to say FL has not erred before as I was also accused of being a fraudster several years back. Their identifiers may not necessarily be correct so if you are not bullshitting us justice will be served. Otherwise, just scram and get outta here.

Thanks ChuChu, you have renewed my hope that this can just be all a mix up with accounts or something. Did you get Paid out?

 

[chuchu59]

Thanks ChuChu, you have renewed my hope that this can just be all a mix up with accounts or something. Did you get Paid out?

No money was involved. They only wrongfully locked my accounts.

 

[fortunelounge]

joe90joe

You have previously been requested to return verification documents to us which you have not done.

We need to establish why you and Theresa W share identifiers, passwords, play the same games, etc.

Regards

Wim

 

[Nifty29]

Thanks ChuChu, you have renewed my hope that this can just be all a mix up with accounts or something. Did you get Paid out?

Just stop wailing about how innocent you are and submit the PAB.

Did you know that the casino provides ALL the evidence they have to Max? Like, if you're using the same computer or the same internet connection, or the same webwallet or credit card, right down to the exact games played? Plus other stuff that is found by their special security software? Isn't that AMAZING?

One things for sure ...if I were going to submit a pab, I'd want to be 100% innocent.

 

[MisterBJ]

I'm interesting in knowing. How did PP determine the OP signed up using players name from their facebook account? Also, did or will PP contact those persons who information was used to commit fraud?

 

[chuchu59]

I'm interesting in knowing. How did PP determine the OP signed up using players name from their facebook account? Also, did or will PP contact those persons who information was used to commit fraud?

PP has a guy working for the NSA.

 

[joe90joe]

Just stop wailing about how innocent you are and submit the PAB.

Did you know that the casino provides ALL the evidence they have to Max? Like, if you're using the same computer or the same internet connection, or the same webwallet or credit card, right down to the exact games played? Plus other stuff that is found by their special security software? Isn't that AMAZING?

One things for sure ...if I were going to submit a pab, I'd want to be 100% innocent.

I would not even bring it to this Forum if I was not 100% innocent. Who are you anyway? You seem a little negative on life. For your info I have PAB now.

 

[bsilva028]

I would not even bring it to this Forum if I was not 100% innocent. Who are you anyway? You seem a little negative on life. For your info I have PAB now.

you have already submited the PAB ?

you saw the rules 1st? if yes, simple stop posting until PAB is complete, just to remember

 

[joe90joe]

joe90joe

You have previously been requested to return verification documents to us which you have not done.

We need to establish why you and Theresa W share identifiers, passwords, play the same games, etc.

Regards

Wim

You said in an Email you may request documents, which is different from actually requesting. I will send them right now, its not a problem I am not a fraudster. Do you have a London office? lets go for lunch and you can determine if I am?

I do not know a Theresa W, if she has the same password and played hellboy and BJ then that is remarkable.

 

[chuchu59]

joe90joe

You have previously been requested to return verification documents to us which you have not done.

We need to establish why you and Theresa W share identifiers, passwords, play the same games, etc.

Regards

Wim

Sharing of passwords is suspicious though they could have taken care to use a different password for each account but playing the same games may not necessarily prove anything. A true fraudster may play slightly different games to avoid detection.

 

[bsilva028]

Sharing of passwords is suspicious though they could have taken care to use a different password for each account but playing the same games may not necessarily prove anything. A true fraudster may play slightly different games to avoid detection.

and the rep has posted here cleared names

i don´t know why (i can be wrong of course), but i think i am not...

i dont think that FL rep would post names and facebook pages only to acuse the OP
there is something very strange here