A positive story! Casino-Mate

[Joshk007]

Just thought it worth sharing a good story as I know a few have had issues lately with bonuses. Ive been a long time gamer at Highnoon and Rivernile. A few months ago I went on a gambling break and closed my accounts.

Last week I decided it was time for some fun so I emailed my rivernile (vegas partner lounge) VIP manager to reopen. Quintin advised that Casino-Mate had taken over rivernile and I was surprised, however he had me setup in minutes and threw in a welcome back bonus of $50.

I wasnt expecting much from the bonus, I had always found the playthrough for Vegas Partners to be very high. Anyway long story short I ended up meeting play through and having a good bank to withdraw. Excitedly I spoke to Quintin on chat who advised me that all the winnings were mine and that it would be processed quickly (he even double checked with managent to make sure I wouldnt be disapointed later).

Over the following days I read stories about people having issues with cashins on bonuses and was worried, knowing if I had a bad experience I'd never be able to return (and I love the games at Casino-Mate!).

Needless to say Quintin was helpful all the way through explaining next steps and timeframes. Today I received my first withdrawl and couldn't be happier. I dont see a need to reopen my Highnoon account as Casino-Mate and Quintin have shown that fair operators still exist.


Sorry if this belongs in another thread but I think we should call out operators when they do the right thing by players.

 

[Jono777]

Before the UK pullout I was a regular depositor at Vegas Partner Lounges 'Cinema Casino'

As a low roller they still made me a VIP and I had regular calls, promos, emails etc from a guy called Richard (Ayanda)

NDB, Depsoit bonuses, FS and even general none gambling related 'How are you' type chats, it was great so also good to read another positive about these guys.

All of a sudden though, Richard left and although the activity on my account had not changed (in fact it had slightly increased) they weren't interested in me as a customer anymore (or so it seemed, major swing)

No more calls, only the bog standard offers which were available to most and then the icing on the cake the voiding/confiscation of over £300 of legitimate winnings from a promo they sent (yes I did read the T&C in full!)

They kind of disgruntled me how fast they dumped UK players too after making us think we were going to be able to play still after an initial migration of accounts to Casino UK.

Mixed feeling about these guys from me personally but always love to read a positive story!

 

[Joshk007]

I can't speak to the UK situation as am in Australia, but I did always find Rivernile and thus Vegas Partners to be fair on payments. I think perhaps there was a change across the entire industry re freebies and bonuses etc as they did slow down some time ago, it may just be there are bigger rollers taking all the good stuff (I remember getting posted an apple TV one year from Rivernile).

In fairness since I mentioned them, I never had any issues with receiving funds from Highnoon either, and their cashback on losses promo (it was an automatic VIP benefit for some time) was always really good.

Before the UK pullout I was a regular depositor at Vegas Partner Lounges 'Cinema Casino'

As a low roller they still made me a VIP and I had regular calls, promos, emails etc from a guy called Richard (Ayanda)

NDB, Depsoit bonuses, FS and even general none gambling related 'How are you' type chats, it was great so also good to read another positive about these guys.

All of a sudden though, Richard left and although the activity on my account had not changed (in fact it had slightly increased) they weren't interested in me as a customer anymore (or so it seemed, major swing)

No more calls, only the bog standard offers which were available to most and then the icing on the cake the voiding/confiscation of over £300 of legitimate winnings from a promo they sent (yes I did read the T&C in full!)

They kind of disgruntled me how fast they dumped UK players too after making us think we were going to be able to play still after an initial migration of accounts to Casino UK.

Mixed feeling about these guys from me personally but always love to read a positive story!

 

[hedgehok]

You won more then $100 from the free chip and they paid you in full? If yes, then credit where credit is due.

My experience is quite positive with VPL. My VIP-manager regularly writes emails and had called me 2 times. It's not too often and not too rare - just okay. Promotions are reasonable but not extraordinary. I still play there fairly often. I have some good memories because I had the biggest withdrawal ever with these guys and they even flushed my withdrawal request before the standard pending time elapsed.

 

[hedgehok]

Before the UK pullout I was a regular depositor at Vegas Partner Lounges 'Cinema Casino'

As a low roller they still made me a VIP and I had regular calls, promos, emails etc from a guy called Richard (Ayanda)

NDB, Depsoit bonuses, FS and even general none gambling related 'How are you' type chats, it was great so also good to read another positive about these guys.

All of a sudden though, Richard left and although the activity on my account had not changed (in fact it had slightly increased) they weren't interested in me as a customer anymore (or so it seemed, major swing)

No more calls, only the bog standard offers which were available to most and then the icing on the cake the voiding/confiscation of over £300 of legitimate winnings from a promo they sent (yes I did read the T&C in full!)

They kind of disgruntled me how fast they dumped UK players too after making us think we were going to be able to play still after an initial migration of accounts to Casino UK.

Mixed feeling about these guys from me personally but always love to read a positive story!

Hi Jon, can you elaborate that part?

 

[Deeplay]

Agreed its good to give a positive shout out when things are done in the right way. Cant all be about the casino bash Played them in brief few years ago dont recall any negative experiences. Good you hit the bank with the free chip

 

[Joshk007]

Not sure on the policy re disclosing payout amounts but it was considerably more than $100 so I think they definately deserve credit. And yeah I figure if people talk more about the good experiences / reward those casinos that play fair, then more people will be attracted to said fair casinos and they can continue doing the right thing while starving the rouges / no good venues...

You won more then $100 from the free chip and they paid you in full? If yes, then credit where credit is due.

My experience is quite positive with VPL. My VIP-manager regularly writes emails and had called me 2 times. It's not too often and not too rare - just okay. Promotions are reasonable but not extraordinary. I still play there fairly often. I have some good memories because I had the biggest withdrawal ever with these guys and they even flushed my withdrawal request before the standard pending time elapsed.

 

[Jono777]

Hi Jon, can you elaborate that part?

Sure, No worries....

Richard (Ayanda) during his numerous calls would occasionally ask 'Hows your luck in the casino Jon?' I was always honest (as they can see deposits, withdrawals, game time etc) and If I'd had a bad run (say 3-4 poor deposits with little game time) he would always throw me a £20-£25 no deposit free chip as a good will gesture etc.

I asked him, after my very first 'comp' 'What if I was to win big from this/future freebies please?' His reply was that basically there were no cash out limits or restrictions on VIP comp chips and I recall his example at the time, If I won a million quid it would be paid in full.

However most 'comps' lead directly to a bust until the once I was having one of those days when every slot I played was throwing wins at me, features galore and could do no wrong.

Icing on the cake was 5OAK top symbol (not the wild) on Agent Jane Blonde during FS feature taking balance IIRC to around £450.

At this point I banked £400, leaving £50 to play (which I later lost) W/D seemed to be taking longer than I was used to so a visit to live help confirmed that they had honoured £100 and confiscated the rest due to some term relating to a max cash out rule in their T&C's

I explained the conversation with my VIP host and that from what they has said the Term live help were referring to was in relation to standard No deposit bonuses and / or Free spins and not the VIP host comp chips.

It ended up being a futile conversation and I never got anywhere with it. It was shortly after this also that the phone calls from Richard stopped.

This information is pretty accurate as I recall things, however this all happened well over 2 years ago.

 

[hedgehok]

Sure, No worries....

Richard (Ayanda) during his numerous calls would occasionally ask 'Hows your luck in the casino Jon?' I was always honest (as they can see deposits, withdrawals, game time etc) and If I'd had a bad run (say 3-4 poor deposits with little game time) he would always throw me a £20-£25 no deposit free chip as a good will gesture etc.

I asked him, after my very first 'comp' 'What if I was to win big from this/future freebies please?' His reply was that basically there were no cash out limits or restrictions on VIP comp chips and I recall his example at the time, If I won a million quid it would be paid in full.

However most 'comps' lead directly to a bust until the once I was having one of those days when every slot I played was throwing wins at me, features galore and could do no wrong.

Icing on the cake was 5OAK top symbol (not the wild) on Agent Jane Blonde during FS feature taking balance IIRC to around £450.

At this point I banked £400, leaving £50 to play (which I later lost) W/D seemed to be taking longer than I was used to so a visit to live help confirmed that they had honoured £100 and confiscated the rest due to some term relating to a max cash out rule in their T&C's

I explained the conversation with my VIP host and that from what they has said the Term live help were referring to was in relation to standard No deposit bonuses and / or Free spins and not the VIP host comp chips.

It ended up being a futile conversation and I never got anywhere with it. It was shortly after this also that the phone calls from Richard stopped.

This information is pretty accurate as I recall things, however this all happened well over 2 years ago.

Thank you. Interesting read. We had this kind of experiences here fairly often where players got information from their VIP-hosts that was not in compliance with the T&C. Players won more then the max cashout or played higher than the max-bet and got their winnings confiscated.

I don't even ask if they can make an exception for me because I couldn't sleep if I violated against the T&C and would need to rely on information of some anonymous VIP-manager I've never seen in my life and which I can not "visit" if things go wrong.

Next time play on until you reach the max-withdrawal. You get at least some comps for it or climb the VIP-ladder.

 

[Joshk007]

An Update

I thought I would post an update!

I have been fortunate to be on a bit of a winning streak, while I know the fortunes may / will reserve at anytime, Casino Mate have been great with flushing my winnings and making quick payments. I am amazed at how there have been no tricky tactics just honest gambling.

Definitely worth a go if you've not already tried.