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Resolved BetVoyager - No response and money "missing"

Discussion in 'Casino Complaints - Non-Bonus Issues' started by tombee, Aug 17, 2009.

    Aug 17, 2009
  1. tombee

    tombee Experienced Member

    Occupation:
    student
    Location:
    Wageningen, Netherlands
    I have been playing at betvoyager, the even chances casino, 6 days ago. Both blackJack and Roulette. About 5-10 times an hour my game gets cut off, every time after I placed a bet, before getting my cards dealt. I get an error message stating there is a "synchronisation error". If I close the game and load the game again, I always get another error. So I need to log-off. I started to notice that when I login again the money from the bet I placed seemed to be gone. So after watching closely, I concluded that indeed the bet was lost every time! I've lost about 30 euro this way, never getting a game with the bet I made.
    Although this is a problem, it should not be something that would be difficult to resolve. I tried to contact their live chat. Here is a copy of this chat:

    09.08.2009 01:28 xxxx1: i make a whitdrawl buy moneybookers and the money is not in my account ? can you help me please


    09.08.2009 11:21 xxxx2: i think there many problems...


    10.08.2009 10:49 xxxx3: hi


    10.08.2009 10:50 xxxx3: how Can I cancel my account


    10.08.2009 10:50 xxxx3: ??


    10.08.2009 11:22 xxxx4: hai


    11.08.2009 10:01 xxxx5: hell


    11.08.2009 10:01 xxxx5: o


    11.08.2009 10:01 xxxx5: anyone here?


    11.08.2009 10:02 xxxx5: i need support


    12.08.2009 00:20 tombee: hey I need some help?


    As you can see, there has not been any operator for days. I tried to e-mail my complaint to This email is not visible to you.. I got a Delivery Status Notification (Failure). So this wasn't much help either. Then I tried to mail them using the form on the website. It has been 6 days and I did not get any response to that!!
    So in my opinion, this casino is VERY VERY badly organised. There is no support at all (maybe the phone works, but this will cost me much money) and the software seems to be dodgy. I wanted to know what this error was about and why my money is gone every time I get this error. I still don't know it :what:
     
  2. Aug 17, 2009
  3. florin

    florin Dormant account

    Occupation:
    multimedia consultant
    Location:
    Romania
    BELIEVE IT OR NOT!

    I was waiting for their live chat and decided to read new posts at CM.
    Today I tried AGAIN their address: This email is not visible to you.. I received a Delivery Notification - Failure. I tried the same the other day, with the same result.
    ...Wait! Someone showed up. Right now I explained what I wanted. Now he (she) left: "17.08.2009 18:20 * Support: has left."

    - What an exciting report, right?

    I have been waiting long for the support to show up. He took a glance and left.
    Everything I said is 100% accurate!
     
  4. Aug 17, 2009
  5. florin

    florin Dormant account

    Occupation:
    multimedia consultant
    Location:
    Romania
    THE SUPPORT IS BACK

    While I was typing here their support came back and answered my question.
    And what do you think? His answer really makes sense - it is quite logical (except for the fact he is asking me to write an email through their dedicated window on the site).
    I am chatting right now with him.

    Hurry up, tombee!
     
  6. Aug 17, 2009
  7. Tengil

    Tengil Senior Member

    Occupation:
    -
    Location:
    Finland
    Doesnt sound good, especially the e-mail problem. Always tought there was something fishy about them. Hopefully Im wrong and both of you get your issues resolved.

    Their "unofficial" spokesperson will probably soon jump in on their defense.

    Edit: florin, report back on the progress.
     
  8. Aug 17, 2009
  9. florin

    florin Dormant account

    Occupation:
    multimedia consultant
    Location:
    Romania
    I did what the live support said: wrote an email through their dedicated window.
    I must confess this is the first time I use it, so I don't know how long will it take till their reply.
    As I said, I used the normal email and the address This email is not visible to you. and I got the message: Delivery Status - Failure.
     
    1 person likes this.
  10. Aug 17, 2009
  11. me_and_ed

    me_and_ed Ueber Meister CAG MM

    Occupation:
    Selling out
    Location:
    Vancouver

    Gee I wonder who that is???:D
     
  12. Aug 18, 2009
  13. tombee

    tombee Experienced Member

    Occupation:
    student
    Location:
    Wageningen, Netherlands
    Let me know if you got any response. I do not expect mine anymore.. I'm glad I'm not the only one with problems over there, although of course I hope it all gets resolved :)
     
  14. Aug 25, 2009
  15. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    I'm seeing a number of complaints and issues related to these guys, Betvoyager, popping up recently so I'm thinking we should get a PAB or two rolling on them to find out what is what. Interested? The PAB process starts here: Pitch-A-Bitch FAQ.
     
    1 person likes this.
  16. Aug 28, 2009
  17. tombee

    tombee Experienced Member

    Occupation:
    student
    Location:
    Wageningen, Netherlands
    I'll be in Paris for a week, probably without internet, so maybe I'll try to PAB afterwards so I can properly watch any progress :)
     
  18. Aug 29, 2009
  19. SlotMonster

    SlotMonster SoftSwiss Representative webmeister

    Occupation:
    Manager
    Location:
    Somewhere in eternity
    Hello to all forum members.
    I just arrived from my vacation (Golden Sands, Bulgaria :)), so I was unable to make a quick reply.
    As you know, I'm playing at BetVoyager almost since it was launched. I won a lot of money from them, and I was paid in full. But it's not the case. I just wat to say, that I know how to deal with them...

    tombee, which channel did you use to contact Support in chat? I hope you know, that BetVoyager's Chat has two channels: General (where players talk to each other), and Support (where you can contact Support Operator). I hope you used right channel (Support).
    As for contact email, I have successfully sent them test message (see attachment). By the way, the best way to contact support is to send them an email through their internal email system ("Mail" benu item above the main page).
    I personally hope that all your issues will be solved quickly.
    If someone has any questions - you are welcome.

    P.S. I saw their news, informing players about server maintenance. Maybe that is why you are experiencing these problems.
     
    1 person likes this.
  20. Aug 29, 2009
  21. tombee

    tombee Experienced Member

    Occupation:
    student
    Location:
    Wageningen, Netherlands
    I tried both chat channels after I saw there were two options. I dit not get any reply to the internal email-system :) Maybe the server problems were to blaim, I'll try to contact them again. However I still believe problems could have been handled better.
     
  22. Sep 8, 2009
  23. Mr Badger

    Mr Badger Dormant account

    Occupation:
    selfemployed
    Location:
    uk

    Hi TomBee

    Have you managed to get anyfurther with your situation.
    Being new to this site i couldnt find them or a Casino rep listed for support
    Do you have e-mail add for a rep for betvoyager !!! as i am unable to get a response from them

    cheers Badger
     
  24. Sep 8, 2009
  25. SlotMonster

    SlotMonster SoftSwiss Representative webmeister

    Occupation:
    Manager
    Location:
    Somewhere in eternity
    Hello, Mr Badger and welcome to the forum!
    BetVoyager isn't listed at Casinomeister (not in Accredited, not in Rogue section) and they don't have Casino rep here. The best way to contact 'em is to send email through their internal email system.
    Also you may ask you questions here - I will be happy to answer :)
    Cheers
     
  26. Sep 9, 2009
  27. Mr Badger

    Mr Badger Dormant account

    Occupation:
    selfemployed
    Location:
    uk
    Hi Slotmaster, cheers for the welcome,

    being new to on line casinos i joined the Betvoyager site as they do penny bets
    deposited my 10 over the 5 days turned that into 106 with some lucky numbers but i never betted above 2 it was all penny bets so after a few thousand penny bets up and down i logged out on going back in to the site it said i only had 6 left:eek: WTF after a few days of emails to support, managment, they said on my last bet i placed a 100 bet and lost:eek: which i did not make, over 6 days and thousands of bets i only made penny bets and looking at my history they can see this, and i no when i went to log out i had 106 in the account. HOW THIS HAPPENED I HAVE NO IDEA, i have asked them to look into it but guess what They are not returning my emails so it looks like i,ve been shafted, and welcome to on line gamberling emmm
    and i no its only 100 but its the princable behind it
    Ok thats that moan out the way

    So hi and any other penny roulette sites to look at, that you would recommed

    cheers Badger
     
    1 person likes this.
  28. Sep 20, 2009
  29. florin

    florin Dormant account

    Occupation:
    multimedia consultant
    Location:
    Romania
    Playtech!...

    Hi, Mr Badger

    I could recommend 3-4 decent Playtech casinos. Minimum bet = 0.1.
    In this order: Club Dice, Carnival Casino (NOT "Carnaval"!), Magicbox Casino, 21Nova.

    21Nova is the former 32Vegas, which is rogued here at Casinomeister. Frankly I can not tell anything bad about it: they pay in 4 days (plus 4-5 hours), have very good support and roulette is quite decent.

    The first one, Club Dice, provides the most balanced roulette outputs I ever saw!

    As with all Playtech, you will have to play short sessions (30 min max).
     
  30. Sep 21, 2009
  31. SlotMonster

    SlotMonster SoftSwiss Representative webmeister

    Occupation:
    Manager
    Location:
    Somewhere in eternity
    Hello, Badger, and thank you for your explanations. Although I cannot say anything about your situation, because I've never experienced such problems. The only one I know is when player closes game window just by clicking on [x] instead of clicking "Exit" button. In this case your money you "took" for play will reamin "in game" and won't be appearin in you balance. For example, I have 300 on my acc, then I start the game and take 100 "on the table", so my balance will be = 200. And when I close game incorret, my balance won't be = 300, because 100 are still "in game". I will sned an email th their support with link to your post and ask to comment it. thank you.
     
  32. Sep 21, 2009
  33. Mr Badger

    Mr Badger Dormant account

    Occupation:
    selfemployed
    Location:
    uk
    Hi Slot Monster,

    I look forward to there response, if indeed they respond. I realy injoyed playing there, there loss, i will have to find somewhere else to play. On that note do you recommend any other 0.01 sites for Roulette

    Many thanks Badger
     
  34. Sep 24, 2009
  35. SlotMonster

    SlotMonster SoftSwiss Representative webmeister

    Occupation:
    Manager
    Location:
    Somewhere in eternity
    I just got an email from Management:

    Sorry, I cannot advise any other casino to you, because I play only at BetVoyager and trust them 100% (I have never had ANY issue with them, and was able to withdraw over the 18.000 euros).
     
  36. Sep 24, 2009
  37. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    This does not add up:confused:

    That certainly looks like a software glitch to me, taking a 100 credit bet whilst processing the log out command.

    There is a pretty simple check they can do to check out this story too, if true, the 100 credit bet should be the FINAL bet of the session, OR the FIRST bet of the new session.

    MORE BS! Surely the software does not increase a bet all the way from 0.01 to 100 for a VERY COMMON but accidental thing that happens whilst sat at the computer. To have this "design feature" is clearly at odds with the principle of "supporting responsible gambling".

    More BS still.

    They disclose a surprising amount of info to a third party, yet WILL NOT RESPOND to the player concerned.


    They clearly KNOW that around the time of these incidents that they were having server issues, yet seem to dismiss this out of hand as a possible explanation.

    Shoud have investigated whether disconnects and botched software "resets" could have been the cause.


    This may be the tip of the iceberg;

    A few PABs should reveal if there is any "bigger picture" to all of this, so anyone here not satisfied should submit one (and then stop posting further until it has been processed).
     
    1 person likes this.
  38. Sep 25, 2009
  39. SlotMonster

    SlotMonster SoftSwiss Representative webmeister

    Occupation:
    Manager
    Location:
    Somewhere in eternity
    Fully agree with you, vinyl.
    PAB should be posted.
     

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