Question A dispute with a very reputable accredited Casino

Manesh123

Dormant account
Joined
Feb 10, 2014
Location
Canada
Hi
I need some direction as to how to dispute a situation with a very reputable online and accredited Casino. I have been a regular VIP player at a major accredited casino for 6 years. Long story short, I was told by them that I am able to have a regular account and a mobile account at the same casino. I have all emails very well documented. It is in writing from the management and staff that it is indeed possible. So i went ahead and opened a mobile account. I have deposited well over 300k in my regular account and started depositing in my mobile account regularly. I spoke with almost all staff and no one ever mentioned anything to me about this being against their terms and conditions. Until a few days ago i was asked to choose between the two accounts because it is against their terms and conditions to have 2 accounts at the same casino. When asked why they have led me to believe it was ok to open a mobile account and make daily deposits, the support manager said he doesn't know why the staff didnt know this is against their policy but i must choose between the two accounts.
I was offered $50 in bonus for the situation but they have to close one account! Well i made many deposits both there and at my regular account. The reason i opened the mobile account was because there were different promotions that was just available to mobile players so i wanted to take advantage of them both!
I mean had they told me when i asked them "are you sure I CAN have 2 accounts?" They said YES. You can. Only to lock it after a few months of daily deposits!
The money I deposited there could've been spent other ways! What are my options to dispute this? They don't seem to give me a straight answer. At one point the manager said he doesn't know why his staff didnt know about their terms and later he said they let me open 2 accounts as a good will gesture as I was having many issues with the casino at the time.

I need directions. Where and how do I dispute this? I will not name this casino yet until later date if this doesnt get resolved!
 

Diane

Ueber Meister
Joined
Dec 20, 2009
Location
WI
Hi
I need some direction as to how to dispute a situation with a very reputable online and accredited Casino. I have been a regular VIP player at a major accredited casino for 6 years. Long story short, I was told by them that I am able to have a regular account and a mobile account at the same casino. I have all emails very well documented. It is in writing from the management and staff that it is indeed possible. So i went ahead and opened a mobile account. I have deposited well over 300k in my regular account and started depositing in my mobile account regularly. I spoke with almost all staff and no one ever mentioned anything to me about this being against their terms and conditions. Until a few days ago i was asked to choose between the two accounts because it is against their terms and conditions to have 2 accounts at the same casino. When asked why they have led me to believe it was ok to open a mobile account and make daily deposits, the support manager said he doesn't know why the staff didnt know this is against their policy but i must choose between the two accounts.
I was offered $50 in bonus for the situation but they have to close one account! Well i made many deposits both there and at my regular account. The reason i opened the mobile account was because there were different promotions that was just available to mobile players so i wanted to take advantage of them both!
I mean had they told me when i asked them "are you sure I CAN have 2 accounts?" They said YES. You can. Only to lock it after a few months of daily deposits!
The money I deposited there could've been spent other ways! What are my options to dispute this? They don't seem to give me a straight answer. At one point the manager said he doesn't know why his staff didnt know about their terms and later he said they let me open 2 accounts as a good will gesture as I was having many issues with the casino at the time.

I need directions. Where and how do I dispute this? I will not name this casino yet until later date if this doesnt get resolved!

I am confused. Did you fail to get paid on a win? Or are you just bringing up the fact that you were given inconsistent and misleading messages? It is their right to only allow one account, if that's what they want. How have you been harmed - other than having to pick between the two accounts?

Diane
 

K2C

Webmeister
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Mar 17, 2014
Location
USA
Did they confiscate any of your winnings? Did they freeze or threatened to freeze any of your balances? If yes, you should submit a PAB immediately and back it with those old emails.

If not, there is not much you can do. They have a full right to close both of your accounts with no explanation, provided they have satisfied all prior obligations and paid out all your balances. Not to mention simply asking you to choose one of the two accounts.

Just talk to them again politely, and hopefully you will come up with a solution. Based on what you wrote they likely have a rep here on CM and those forum reps are typically more cooperative than the regular management folks.

The whole story sounds a little strange to me because many casinos allow and even encourage players to play both from PC and Mobile on different occasions. Not sure if and why one would need two separate accounts for that. I understand you are reluctant to quote the exact terms as you do not wish to disclose the casino's name yet, but may be you can provide more information somehow.
 

BMWSTACK

Ueber Meister
Joined
Nov 26, 2009
Location
US
Did they confiscate any of your winnings? Did they freeze or threatened to freeze any of your balances? If yes, you should submit a PAB immediately and back it with those old emails.

If not, there is not much you can do. They have a full right to close both of your accounts with no explanation, provided they have satisfied all prior obligations and paid out all your balances. Not to mention simply asking you to choose one of the two accounts.

Just talk to them again politely, and hopefully you will come up with a solution. Based on what you wrote they likely have a rep here on CM and those forum reps are typically more cooperative than the regular management folks.

I am not too familiar with the mobile casinos, but the one I have played is accessed through my regular account same account name and password. This casino requires you to register separate accounts for both casino and mobile one?
 

K2C

Webmeister
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Location
USA
I am not too familiar with the mobile casinos, but the one I have played is accessed through my regular account same account name and password. This casino requires you to register separate accounts for both casino and mobile one?

Yeah, I just edited my post and added a paragraph about that. This sounds strange to me too.
 

Manesh123

Dormant account
Joined
Feb 10, 2014
Location
Canada
No I could play with my regular account with my mobile phone and PC. However, in their promotions, they have a free chip (weekday) which when I asked why I haven't won a single time in 5 years they said because that only their mobile players are entitled to that promotion. So i asked if i needed to create a mobile account in order to participate? They said yes. So I asked if it is allowed to have 2 accounts, i was informed yes. So I went on depositing regularly. Now they have locked one account saying its written in the terms and conditions etc...
 

BMWSTACK

Ueber Meister
Joined
Nov 26, 2009
Location
US
No I could play with my regular account with my mobile phone and PC. However, in their promotions, they have a free chip (weekday) which when I asked why I haven't won a single time in 5 years they said because that only their mobile players are entitled to that promotion. So i asked if i needed to create a mobile account in order to participate? They said yes. So I asked if it is allowed to have 2 accounts, i was informed yes. So I went on depositing regularly. Now they have locked one account saying its written in the terms and conditions etc...

You should probably be entered in the contest when you played on the mobile casino through your regular casino. But then again who cares about a free chip at 60x? (yes sure it may be fun to see you got a free chip)

I mean standard rules are no multiple accounts at one casino. This should be one of the few rules the reps know.

But Im still not following the dispute. You say "you deposited for months at mobile casino and could have spent the money other ways." No clue what this means you were still able to play the money you deposited, and if you won you got paid.

Still not following this whole dispute. Your one account is closed great so play with the one open. If your worried about different promotions get a manager to help you with deposit codes or whatever you want.

I really don't see the issue unless they are not trying to pay you, and in that case you have the emails from management saying its ok for 2 accounts, so no big deal you would get paid if it is an accredited.
 

Manesh123

Dormant account
Joined
Feb 10, 2014
Location
Canada
Curiouser and curiouser. A high roller depositing over 300k is going out of his way to get some free chip. Anyway,



Was there any money in it?

I'm not looking for free chip I want to keep both accounts open! These casinos are regulated and shouldn't be allowed to keep changing their words. When they kept promising me it was ok to have 2 accounts how can they change their words by saying the staff made a mistake or it was done as a goodwill gesture but now we choose to close one... I'm surprised how this seems like a normal thing and that you guys are agreeing that the casino can choose to do whatever they want?
 

refre

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Curiouser and curiouser. A high roller depositing over 300k is going out of his way to get some free chip.

I think that's unfair.

The more you deposit, the more you have to gain by making sure you're playing at the right casino and/or in the right way to maximise offers.

It usually takes a long time to establish yourself as a VIP.

I would be dissappointed too if my account were closed.

While they are not holding back money, those deposits could have led to a VIP account with better offers elsewhere.

It shouldn't really be an issue here though, as it's the same casino.
Seems strange to offer seperate promos when you are not allowed two accounts.

Freddy
 

miso

Meister Member
MM
Joined
Mar 27, 2012
Location
Ireland
No I could play with my regular account with my mobile phone and PC. However, in their promotions, they have a free chip (weekday) which when I asked why I haven't won a single time in 5 years they said because that only their mobile players are entitled to that promotion. So i asked if i needed to create a mobile account in order to participate? They said yes. So I asked if it is allowed to have 2 accounts, i was informed yes. So I went on depositing regularly. Now they have locked one account saying its written in the terms and conditions etc...

Manesh, since you note that the casino in question is accredited and well known, I assume the way they
operate wouldn`t be too different from the "norm".

When they said that certain promotion is available for mobile players, it means play on mobile. No need to create new account,
just log in with your existing account through mobile device, simples. Seems like support badly explained themselves.
Btw I played mobile cashback at Ladbrokes several times, think it was mondays. Is it them?

Secondly, reputable casinos have often stated in their terms that when there are duplicate accounts they will merge funds to one
account, when there was no harm done, i.e. claiming two welcome bonuses, claiming the same bonuses etc.

But to be honest, I still don`t know what this complain is about.

(On side note, 300k in deposits and they offer 50 comp :confused: :mad:)
 

K2C

Webmeister
webmeister
Joined
Mar 17, 2014
Location
USA
I'm not looking for free chip I want to keep both accounts open! These casinos are regulated and shouldn't be allowed to keep changing their words. When they kept promising me it was ok to have 2 accounts how can they change their words by saying the staff made a mistake or it was done as a goodwill gesture but now we choose to close one... I'm surprised how this seems like a normal thing and that you guys are agreeing that the casino can choose to do whatever they want?

Yes, they are allowed to change their terms and to close peoples accounts for any reason.
Of course, it is not a nice thing to do it (the way you told the story). So why don't you vote with your feet? There is a plenty of reputable casinos out there, willing to accept a high roller and allow him getting bonuses both on PC and mobile.
 

Manesh123

Dormant account
Joined
Feb 10, 2014
Location
Canada
I think that's unfair.

The more you deposit, the more you have to gain by making sure you're playing at the right casino and/or in the right way to maximise offers.

It usually takes a long time to establish yourself as a VIP.

I would be dissappointed too if my account were closed.

While they are not holding back money, those deposits could have led to a VIP account with better offers elsewhere.

It shouldn't really be an issue here though, as it's the same casino.
Seems strange to offer seperate promos when you are not allowed two accounts.

Freddy

Thank you! Exactly my point!
 

Manesh123

Dormant account
Joined
Feb 10, 2014
Location
Canada
Yes, they are allowed to change their terms and to close peoples accounts for any reason.
Of course, it is not a nice thing to do it (the way you told the story). So why don't you vote with your feet? There is a plenty of reputable casinos out there, willing to accept a high roller and allow him getting bonuses both on PC and mobile.

I may very well have to do that. I've asked them for further explanation. Depending on their response I may have to say goodbye to the 6 years and 300k history I've built there!
 

Manesh123

Dormant account
Joined
Feb 10, 2014
Location
Canada
Manesh, since you note that the casino in question is accredited and well known, I assume the way they
operate wouldn`t be too different from the "norm".

When they said that certain promotion is available for mobile players, it means play on mobile. No need to create new account,
just log in with your existing account through mobile device, simples. Seems like support badly explained themselves.


Btw I played mobile cashback at Ladbrokes several times, think it was mondays. Is it them?

Secondly, reputable casinos have often stated in their terms that when there are duplicate accounts they will merge funds to one
account, when there was no harm done, i.e. claiming two welcome bonuses, claiming the same bonuses etc.

But to be honest, I still don`t know what this complain is about.

(On side note, 300k in deposits and they offer 50 comp :confused: :mad:)

No, that is exactly what i thought but when I asked how is it that after 5 years not once have I ever won and they explained it is for mobile players only. I said i always play on my mobile? They then said no, you play with your regular account through your mobile phone. You need a separate mobile account.
And no, it is not ladbrokes. I used to be a high roller there too and loved them. But since they changed their gaming software, i stopped depositing.
 

K2C

Webmeister
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Mar 17, 2014
Location
USA
I may very well have to do that. I've asked them for further explanation. Depending on their response I may have to say goodbye to the 6 years and 300k history I've built there!

Like I said in the very beginning, talk to their CM rep, point them to this thread and hopefully you can work out a solution.

I have not deposited 300k in any single casino and I may be mistaken, but I believe you overrate the value your history with them. There is a large competition in the industry and plenty of reputable casinos eager to sign up a player like you and give him the same VIP privileges. Not immediately of course, it may take several months, but definitely not 6 years. And you will treated the way you want and allowed to play from mobile whenever you want with no obstructions.

P.S. Could you please PM me the name of the casino in question? Just dying of curiosity here :)
 

Manesh123

Dormant account
Joined
Feb 10, 2014
Location
Canada
Like I said in the very beginning, talk to their CM rep, point them to this thread and hopefully you can work out a solution.

I have not deposited 300k in any single casino and I may be mistaken, but I believe you overrate the value your history with them. There is a large competition in the industry and plenty of reputable casinos eager to sign up a player like you and give him the same VIP privileges. Not immediately of course, it may take several months, but definitely not 6 years. And you will treated the way you want and allowed to play from mobile whenever you want with no obstructions.

P.S. Could you please PM me the name of the casino in question? Just dying of curiosity here :)

I'm not sure if I should :( how do you PM here?
 

cpdnd31

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Mar 23, 2009
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where the taxes are the highest
OK I am confused. I understand mobile gaming is new to many places. However I have CW acct and I have club world mobile acct. I use the same name and password for both.

If they told you and you have proof that mobile casino acct and computer acct need to be 2 separate accts then yes I would pab.
 

Manesh123

Dormant account
Joined
Feb 10, 2014
Location
Canada
OK I am confused. I understand mobile gaming is new to many places. However I have CW acct and I have club world mobile acct. I use the same name and password for both.

If they told you and you have proof that mobile casino acct and computer acct need to be 2 separate accts then yes I would pab.

Yes I have multiple proofs. It was stated on multiple occasions in different formats! Over the phone, in email and in chat!
 

chuchu59

gambling addict
PABnonaccred
CAG
PABinit
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Sep 26, 2004
Location
SOMEWHERE IN ASIA
Yes I have multiple proofs. It was stated on multiple occasions in different formats! Over the phone, in email and in chat!

I am not sure why you are stating in the title of this thread that its a very reputable accredited casino unless you are trying to exert pressure on them. To back up your claim, cant you show us at least one of the emails? I do understand though that more and more casinos encourage play through a mobile account so it does not really make any sense in forcing customers to make a choice between a regular account and a mobile account.
 

Perc

Webmeister
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May 19, 2010
Location
Canada
No I could play with my regular account with my mobile phone and PC. However, in their promotions, they have a free chip (weekday) which when I asked why I haven't won a single time in 5 years they said because that only their mobile players are entitled to that promotion. So i asked if i needed to create a mobile account in order to participate? They said yes. So I asked if it is allowed to have 2 accounts, i was informed yes. So I went on depositing regularly. Now they have locked one account saying its written in the terms and conditions etc...

Instead of letting you keep both accounts, you should simply be eligible for the regular mobile promotions since you play mobile on your first account.

Can you play on a PC with the new account you made for the mobile casino?
 
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