- Joined
- Apr 2, 2007
- Location
- Belarus
Hello, fellow members!
Maybe it sounds a bit strange, but I need your advice as Casino Rep.
We are now dealing with the player who have deposited £400 into BigCasino, received £150 bonus, but asked it to be removed. We did remove the bonus, and sent him an email stating that when he may want to withdraw the funds - a message about uncleared WR will appear, but player should just send us email and we will process his withdrawal manually.
1. Some time after that we got another email from him, where he said that he played our Roulette and managed to build his bankroll to £800, and then decided to submit a withdrawal. As we stated in our email, he saw a message about uncleared WR, went back to his play thinking that he still has WR to clear and eventually lost all his money (£800). He also demanded that it's a "clear breach of codes set by Isle of Man" and promised not to take any legal actions if £800 will be transfered back to his account.
2. In our reply to him we reminded him about our previous email, where we warned him about this message, and about he should have sent us email with withdrawal request. Moreover, as our good will we credited his account with £200 (NO WR!), which he also lost. We also offered a huge deposit bonus on his next deposit.
3. Then he replied back and insisted he didn't receive our email with warning and lost his money thinking he still had WR to clear. He also said that he "have arranged a meeting with his solicitor for next week".
4. After numerous emails back and forth he changed his mind, and sent us email when he said that
So, what we have now: the player, who lost all his monies in our casino and who demands he didn't get our email and wants his deposit to be refunded. The case isn't closed, so I would like not to be a Casino Rep who will just say: "Our decision is final, and that's all".
Any opinions are welcome. If you need any additional information - please feel free to ask.
Regards,
Viktar.
Maybe it sounds a bit strange, but I need your advice as Casino Rep.
We are now dealing with the player who have deposited £400 into BigCasino, received £150 bonus, but asked it to be removed. We did remove the bonus, and sent him an email stating that when he may want to withdraw the funds - a message about uncleared WR will appear, but player should just send us email and we will process his withdrawal manually.
1. Some time after that we got another email from him, where he said that he played our Roulette and managed to build his bankroll to £800, and then decided to submit a withdrawal. As we stated in our email, he saw a message about uncleared WR, went back to his play thinking that he still has WR to clear and eventually lost all his money (£800). He also demanded that it's a "clear breach of codes set by Isle of Man" and promised not to take any legal actions if £800 will be transfered back to his account.
2. In our reply to him we reminded him about our previous email, where we warned him about this message, and about he should have sent us email with withdrawal request. Moreover, as our good will we credited his account with £200 (NO WR!), which he also lost. We also offered a huge deposit bonus on his next deposit.
3. Then he replied back and insisted he didn't receive our email with warning and lost his money thinking he still had WR to clear. He also said that he "have arranged a meeting with his solicitor for next week".
4. After numerous emails back and forth he changed his mind, and sent us email when he said that
In an attempt to reason with bigcasino I would be
prepared to ask for just the £400 back, my initial deposit. I am very
reluctant to do this as it should have been £800 if you have kept to within
the regulations set my the relevant governing bodies, but in an effort to
have a speedy resolution I would accept the £400 returned.
So, what we have now: the player, who lost all his monies in our casino and who demands he didn't get our email and wants his deposit to be refunded. The case isn't closed, so I would like not to be a Casino Rep who will just say: "Our decision is final, and that's all".
Any opinions are welcome. If you need any additional information - please feel free to ask.
Regards,
Viktar.