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777Dragon refused my 1st deposit bonus?

Discussion in 'Online Casino and Poker Complaints - old section' started by frankie750, Nov 23, 2004.

    Nov 23, 2004
  1. frankie750

    frankie750 Dormant account

    Location:
    london
    I was refused my 1st deposit bonus by 777dragon.the reason I apparently have mutiple accounts (NOT TRUE) below is a copy of the live chat I had with them.

    info: Please wait for a site operator to respond.
    info: You are now chatting with 'Diran'
    Diran: Welcome to the Vegas Partner Lounge Casino Support Desk. How can I help you?
    darren: Hi can you check if I recived the 1st time deposit bonus ti my account xxxxxxxxxxxxxx
    darren: Diran r u still there?
    Diran: One moment while I check my records please.
    Diran: Our Risk department have found you account to be linked to numerous accounts on our systems. For this reason they have held back all bonuses until we receive a copy of your ID, Utility Bill and copies of your CC.
    darren: ok once I fax you the details what bonus do I get & what is your fax number
    Diran: Once we receive your documents we will have Risk department further investigate the matter. They will then decide if the bonus will be credited to your account.
    darren: well ok I think that stinks. I deposited in good faith. you ROUGE casinos dont do any RISK checks before clients deposit at your casino. does that not tell you something? TAKE OUR MONEY NO QUESTIONED ASKED. I AM NOT HAPPY
    Diran: As per the terms and conditions of the casino, only one real casino account is allowed per a house hold and therefore for this reason the bonuses have been with held.
    darren: GOODBYE
    Diran: It has been a pleasure to assist. Please do not hesitate to contact us again with any queries you may have. Enjoy the rest of your day.

    Is there anything I can do??????
     
  2. Nov 23, 2004
  3. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Yeah, for one thing - grow some manners. You're one of the reasons why CSRs have such high suicide rates.

    Also read the posting instructions for this section. Since this is an eCOGRA casino, you should have gone through them first, but since you decided to post your complaint in public, they are not obligated to assist you.

    Instead, you've decided to bash this casino in public, and I would encourage them not to assist you since you have chosen to take this route. But I'm sure VPL will look into this as soon as possible; this is a top notch group which takes pride on treating their customers fairly no matter how rude they behave.
     
  4. Nov 23, 2004
  5. Black21Jack

    Black21Jack Dormant account

    Occupation:
    Courier driver
    Location:
    Toronto, Ontario, Canada
    Are you for real? You are calling this casino a rogue casino because they do not want to give you a bonus? This is their choice and are under no obligation to do so. Have they ripped you off for legitimate winnings? Have they refused a withdrawal? Have they stolen your deposit?

    Yeah, you can do what they asked and send in the documents before coming and bashing one of the best casino groups around and possibly giving them a bad name. Why would you not just do what they asked and allow them time to straighten it out?
     
  6. Nov 23, 2004
  7. Stanford

    Stanford Dormant account

    Location:
    USA
    I would try the eCOGRA route. I hate the gag rule and hope they don't enforce it. Please be calm and to the point when dealing with them.

    Edit your post and remove any identifying information - that may help. I think I would remove the whole post.

    If eCOGRA turns you down, your only hope is another mediator or that VPL just resolves it.

    If eCOGRA does intervene and resolves it, then let us know the whole story - but try not to be inflammatory. eCOGRA did resolve a complaint for me after I had posted on a forum I went to them at the recommendation of someone on the forum. I don't know when they inserted the gag rule, but that isn't good.

    Stanford.
     
  8. Nov 23, 2004
  9. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    VPL is the direct point of contact for this group. He should be the first person to go to if the CSR fail to do their job. Here there is no indication of this; the CSR simply asked for some document to prove the player's identity (standard SOP).

    What we probably have here is some player who has opened multiple accounts and got caught, and then thought that forum members here are too stupid or gullible to figure this out. There are a number of casino groups who are RARELY wrong when it comes to detecting fraudulent players - this is one of them.

    But then, I may be wrong. There could have been a simple mistake made on the casinos behalf, and this player simply just panicked. Eh? :what:
     
    Last edited: Nov 23, 2004
  10. Nov 23, 2004
  11. Stanford

    Stanford Dormant account

    Location:
    USA
    Yes it could be either. It certainly crossed my mind that this was a scenario where more than one account played from one computer.

    Its a good idea to contact VPL in a PM if supplying the documents doesn't cure the issue. But I think the player in this case may best preserve his options by removing his post. If it is a VPL error, it won't hurt him. If he is a multple account player, the post won't hurt the casino.

    I am not at all sure however. You have more experience than the rest of us so what ever you suggest is probably best.

    Stanford.
     
  12. Nov 23, 2004
  13. sw2003

    sw2003 Dormant account

    Location:
    somewhere :)
    He/she never denies that he has multiple accounts?? Don't you find that strange? I don't understand his logic or are we supposed to assume implicitly that he has not registered more than once?
     
  14. Nov 24, 2004
  15. jerseyguy11

    jerseyguy11 Dormant account

    Location:
    new jersey
    I was refused my 1st deposit bonus by 777dragon.the reason I apparently have mutiple accounts (NOT TRUE) below is a copy of the live chat I had with them.



    He says NOT TRUE
     
  16. Nov 24, 2004
  17. RobWin

    RobWin closed account

    Occupation:
    Who knows?
    Location:
    A Vault!
    Hey Guys, In frankie750's defense, this group did me the same way. In particular Sun Vegas Casino and Maple Casino also, and I had signed up here thru the Meister for the both of them. Sun Vegas in April 04 and Maple in Oct. 04

    They required me to send in all this documentation first so that they could verify who I was I guess, before they finally gave me the $60.00 sign up bonus, and this was at Sun Vegas and they did me the same way again in Oct. when I signed up at Maple Casino.

    I still have the e-mails they sent me and the reply e-mails I sent them back. Basically they were saying that :

    Quote from Sun Vegas: Please note that your bonus has been credited in good faith as per our Risk Department, although your wife is linked to several other players, 10 in total. The casino policy is only one account per household to get the bonus although in good faith we have credited your account, as one of the linked accounts has already qualified for this bonus. As per our Risk Department no other Initial Deposit bonuses will be credited until all information has been received from you.

    My wife has never had an account at Sun Vegas or Maple Casino but she does have an account at 777Dragon and Cinema Casino, they never would say or tell me how she was supposed to be linked to several other players, they said 10 in total as I stated in their quote above. this was the e-mail they had sent me......


    Dear Robert

    We thank you for your support at Vegas Partner Lounge.

    Please note that during a routine security procedure we have found some discrepancies in your account.

    Please understand that the strictest controls are required in this industry in order to manage and protect our players' interests.

    We at Sun Vegas Casino really want to assist you, however we need the following information from you in order for us to look into your details further.

    We would really appreciate it if you could forward the following information to us via email to This email is not visible to you. or you can send it by fax on +27 11 656 0738.

    The information that we require is: -

    o If you are aware that you have used someone else's details, e.g. address, telephone number or computer, please explain to us the relationship you have with the person.
    o If you are aware that you have any disputes with any other casino, please provide us with full details.

    1> Full Name
    2> Full Residential Address
    3> All Telephone Numbers
    4> Copy of recent utility/telephone bill
    5> Copy of picture ID or drivers license

    Once these have been received, and satisfactorily reviewed, we will advise you accordingly.

    We thank you in advance for your understanding on this matter, and apologize for any inconvenience.

    We strive to give you the best online gambling experience of your life, offering the Craziest promotions all the time and backing our services up with a 24 hour toll free helpdesk < You must register/login in order to see the link. <http://www.cinemacasino.com/english/contact.asp> > service.

    Contact us 24-hours a day, 7 days a week if you have any other queries or suggestions.

    Regards,
    Harry
    The Support Team
    Sun Vegas Casino
    Vegas Partner Lounge Group



    What was curious to me though is the fact that they were asking me:

    If you are aware that you have any disputes with any other casino, please provide us with full details.


    Notice they didn't just say one of their casinos in their group but "disputes with any other casino" I thought was really strange.

    They did however finally give me the bonus but damn put me through the same mess when I signed up through Maple Casino six months later. Since then though they have taken all my Payspark deposits in a very friendly manner, I have never tryed to cash out yet at either one of them, so I don't really know how they will act and how fast they will pay me when I do but I certainly hope that it is easier than trying to collect the bonus.

    Good luck frankie750 :cool:
     
  18. Nov 24, 2004
  19. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Frankie 750,

    If you havent even played yet and you are adamant that it is a rogue casino and that you dont want to send your documents to them,simply withdraw your money. There wont be a loss on your part,right.
     
  20. Nov 24, 2004
  21. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    QUOTE VPL is the direct point of contact for this group. He should be the first person to go to if the CSR fail to do their job. Here there is no indication of this; the CSR simply asked for some document to prove the player's identity (standard SOP).UNQUOTE

    Well said, 'Meister.

    The system eCOGRA follows is to step in when the player has been unable to obtain satisfaction at casino level (preferably with a supervisor or manager) the reason being that most cases can usually be resolved once a rational dialogue between complainant and a manager with more authority and discretion is commenced.

    Ask any mediator and they will tell you that resolving a dispute is more difficult when a trashing session has started prior to negotiations and attempts to resolve the issue higher up the line.

    Trashing at that stage is therefore counter-productive and almost all mediators (including the Fair Gaming Advocate at eCOGRA) discourage it. It is not rigidly applied, as Stanford confirms in his post above, but where undisciplined, unreasonable and damaging trashing has been done a case can be rejected.

    In this case, I'm surprised that the poster didn't simply send in ID as requested - if he was on the level that would probably have been sufficient to get the bonus and save all this nastiness.
     
  22. Nov 24, 2004
  23. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Well - what's the deal? Frankie, have you PMd VPL?
     
  24. Nov 25, 2004
  25. VPL

    VPL Casino Representative

    Occupation:
    Call Centre Manager
    Location:
    South Africa
    VPL Response

    Hi Frankie750,

    I have investigated you situation, and the reason that we need ID documents from you is the following:

    You have accounts at 777Dragons' sister casinos, Cinema Casino, and Casino US.

    The surname (last name) you registered on these accounts has a different spelling to your 777 Dragon account. These are your accounts, because the first name, as well as the email address and physical addresses are the same.

    This is basic security measures that all our casinos take, and we realise that it could have been an honest mistake on your side. All we need however to issue your bonus, would be for you to verify your name, by sending us an ID document.

    Regards
    Schalk
    You must register/login in order to see the link.
     
  26. Dec 3, 2004
  27. frankie750

    frankie750 Dormant account

    Location:
    london
    He says NOT TRUE[/QUOTE (JERSEYGUY11)

    YES I DO SAY NOT TRUE, as stated below it was a simple typingggg errorrrr.
    and all of you are ready to behead me??????????????
    As only true Americans can do ATTACK now ask for the facts later.
    You see I had no W/O/M/D :lolup:


    I have investigated you situation, and the reason that we need ID documents from you is the following:

    You have accounts at 777Dragons' sister casinos, Cinema Casino, and Casino US.

    The surname (last name) you registered on these accounts has a different spelling to your 777 Dragon account. These are your accounts, because the first name, as well as the email address and physical addresses are the same.

    This is basic security measures that all our casinos take, and we realise that it could have been an honest mistake on your side. All we need however to issue your bonus, would be for you to verify your name, by sending us an ID document
     
  28. Dec 3, 2004
  29. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Like I mentioned before, grow some manners. This is not an "American" board and if you would take a brief second to pause, you'd notice that the posters in this thread range from South Africa, the UK, Hong Kong, Germany and the States.

    Honestly, how often do people misspell their own names? Not often. And this is a major red flag for a casino, since people often misspell names they aren't familiar with - like when they're faked. Read fraud.

    The casino had every right to request documentation from you. I'd do it in a heartbeat.

    Any more acidic rude postings will not be tolerated, No more warnings.
     

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