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Beware Big Dollar Casino - locked me/confiscated because I won

Discussion in 'Casino Complaints - Bonus Issues' started by KnickNut3, Aug 26, 2006.

    Aug 26, 2006
  1. KnickNut3

    KnickNut3 Dormant account

    Occupation:
    student
    Location:
    Sydney
    Hello. I will explain the facts that led to my account being locked at Big Dollar Casino and winnings confiscated with no actual notice from the casino itself.

    I received a letter in the mail for a $100 promotion.

    I signed up for an account and received the free $100. I read that it had to be wagered 30 times, and most low advantage games only counted for up to 5% of the wagering requirement. I could also only withdraw at least 3 times the bonus amount (so I needed to be aggressive).

    Understanding this, I decided to play some video poker up to 5% of my wagering requirement, then switch to the allowed games (e.g. American Roulette). I had a lucky run of cards at VP and ran my $100 balance up to $600. After this, I went to American Roulette, hoping to keep my luck and keep my balance about the same, at least until I fulfilled the wagering requirement before I decided whether to withdraw my winnings.

    I played about $600 of American Roulette (about 100 spins at $5, and about 10 at $10). This was in addition to a couple hundred I wagered at video poker. After this, my balance was about $500.

    I decided to quit for the night, and checked the cashier to find that, according to them, my "current playthrough" was only $268. I wrote an e-mail 48 hours ago inquiring as to why this was the case--I thought I understood the terms and conditions, so I wanted to confirm that, as well as the definition of the "cash balance" and when some of it could be withdrawn.

    Having not received a reply in 48 hours, I tried to log into my account, to see "The Casino has refused to log you on. Your User Account on the Casino has been LOCKED." I wrote another e-mail to ask about this but have not received a response.

    I have disclosed everything I did in this thread, and I have not violated their terms. As far as I can tell they locked my account because they don't want to pay me my winnings.

    I would appreciate assistance in this matter and would like to hear if anyone else had similar difficulties.
     
  2. Aug 26, 2006
  3. KnickNut3

    KnickNut3 Dormant account

    Occupation:
    student
    Location:
    Sydney
    They just responded and said they wanted to verify my identity/age.

    Not sure if they just screwed up with the locking, if the casinomeister threat made them reconsider, or if this is just another hoop to jump through before they deny payment (hoping they can give themselves a reason to lock me out).

    We'll see.
     
  4. Aug 26, 2006
  5. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Sounds Familiar

    This sounds familiar.

    Free money, must win 3x original amount and 30x WR.

    RTG by any chance?

    Run by a Mr Curran or a Mr Cloud?

    Certainly rogue behaviour to ignore a query and lock an account. At least you find out before depositing your own money!

    It would be worth having a really good look at those T & C to see if you can find the trap you obviously walked straight into!

    The usual is to have a locked account at a sister site, and not know about it or even remember it. Players are not told when accounts are locked, you only found out when you tried to log in again after not receiving any reply.
    You will be ineligible for any other promotion at the same group, although keeping track of who owns what can be hard sometimes.

    I believe Warren Cloud is a member here (assuming Big Dollar is one of his stable), and it may be worth asking him to at least come clean with you why your E-mail was ignored but the account locked after the query was made. If not locked accounts, the trap may have been in the Roulette play, this is normally an excluded game, even if other usually excluded games were listed as contributing 5%. Try looking for an "about us" on the casino site. If it mentions either "Crystal Gaming" or "Doloplex" it will be one of his.
     
  6. Aug 26, 2006
  7. thelawnet

    thelawnet Dormant account

    Occupation:
    programmer
    Location:
    UK


    er, no, they are microgaming.

    The OP has jumped the gun a bit, and should have just called the casino to sort it out.
     
  8. Aug 27, 2006
  9. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    MG!

    This would be the new EZBonus then. I would expect there to be NO issue about excluded games then! However, there may be an explanation for the figure in the cashier. The games that count less are weighted, so that the amount wagered is multiplied by the weight before being displayed. If $10,000 were wagered in a game weighted at 5%, then the amount wagered would be 5% of $10,000

    30x in MG EZBonus is assuming the 100% weight, 5% is a horrendous 600x WR! The norm for VP is 10% weight, except All Aces which is 2% along with Classic Blackjack. Operators can set these parameters differently, and it seems that they have started learning how to do so now from differences I have seen lately.
    The other term of needing to win 3x the initial amount is "so Oliver Curran" that I initially thought he had another casino! MG do not have this under any of the free money offers I have seen so far with EZBonus, although these are for less than $100.
    Locking the account also seems odd for MG, however, MG software will automatically lock an account if the wrong password is attempted more than 3 times (this is to protect the player whose account number only has been compromised, easily done by reading their promotional offer E-mails), and the lock out is either for around 15/30 mins, or needs releasing by support.

    Please post back if this turns out to be nothing more sinister than this type of issue.
     
  10. Aug 27, 2006
  11. KnickNut3

    KnickNut3 Dormant account

    Occupation:
    student
    Location:
    Sydney
    Sorry if I jumped the gun. After two unanswered e-mails, a locked account, and a phone call that didn't go through, I was understandably worried/pissed :)

    Their T&C states:
    So I guess if it said "counts towards 2%" that would mean 2% max, whereas this way means "Wager 100 we'll count it as 2."

    Wow. 1500x WR for blackjack!

    Regardless, that doesn't explain my number. If I played $400 VP and $600 roulette, that should be 600 + .05*400 = $620. They show less than half of that.

    Let's just say their initial bonus offer is not attracting me as a returning customer at this point. (At least I haven't put up any money yet!)
     
  12. Aug 27, 2006
  13. thelawnet

    thelawnet Dormant account

    Occupation:
    programmer
    Location:
    UK

    You haven't checked what you actually did play rather than guessing

    The amounts you have bet are listed in playcheck (the tick icon at top left).

    Have a look and check there.
     
  14. Aug 27, 2006
  15. Macgyver

    Macgyver Dormant account PABnononaccred

    Occupation:
    Student
    Location:
    North Carolina
    Not to be too sarcastic, but it might be a little hard to do that when the player's account is locked. :thumbsup:
     
    2 people like this.
  16. Aug 27, 2006
  17. soflat

    soflat Senior Member

    Occupation:
    Scientist
    Location:
    Florida
    It took more than 48 hours for them respond? That's terrible.

    I sent an email today because my money disapeared without a trace in the CashCheck system. So I guess I'll be waiting a while to find out what happened.
     
  18. Aug 27, 2006
  19. Ryanmccf

    Ryanmccf Guest

    roflmao
     
  20. Aug 27, 2006
  21. satori

    satori Dormant account

    Occupation:
    Unknown
    Location:
    No forwarding address
    Their customer support may be a bit swamped with queries due to this promotion. I had emailed to ask if I was eligible since I already had an account there. I immediately received an autoreply with a 'trouble ticket' tracking number. The answer arrived within 24 hours. A 2nd question was answered in the same time frame but the 3rd took 2 days. The response time seems typical though not as speedy as other casino groups. But I do like the autoreply feature since you know that they have received your email.
     
  22. Aug 28, 2006
  23. Dio

    Dio Dormant account

    Location:
    Canada
    I also received the $100 bonus code through post... Played a bit, lost it, but did not run into any problems, and actually had some fun :)

    It's nice that more casinos are switching to Microgaming.
     
  24. Sep 16, 2006
  25. KnickNut3

    KnickNut3 Dormant account

    Occupation:
    student
    Location:
    Sydney
    UPDATE:

    Well, I finally got my account unlocked after an hour on the phone and sending in ID 5 times to 3 different addresses.

    I took my time playing out the WR since they seemed like a place that might be quick to label people "bonus abusers" and refuse to pay. I played a number of different games for about 1.3x the full wagering requirement, and fortunately was able to build my balance back up to the $300 required to cashout.

    I actually received my cashout, no questions asked, about 3 days after I requested it! What a nice surprise! I know paying people their winnings shouldn't be a surprise, but it was good anyway, :D

    Well, I withdraw my complaint from them, maybe they just did honestly mess up, but I'd still proceed with caution on this one :)
     
  26. Nov 8, 2006
  27. nektar4d

    nektar4d Dormant account

    Occupation:
    sales
    Location:
    European Union
    they must have problems with the coupon offer

    I have received the special letter invitation, signed in, entered coupon code for 100 free but received nothing.
    Their support receives my emails but doesn't reply.
    Not the best first impression so I have chosen to delay any deposit until this is cleared :(
     
  28. Nov 8, 2006
  29. AussieDave

    AussieDave Dodgy whacko backstabber

    Occupation:
    Gaming SEO Specialist & Casino Webmaster
    Location:
    Australia
    Don't take this the wrong way, but, you may want to check if your Country in not on the excluded list to receive bonuses. Try looking in the bowels of the T&C's or Rules...

    I know you got sent bonus by s-mail, but sometime these casino promotions Depts are not too bright, or the more to the point the left hand is not talking to the right.

    If this is not the case, I'd be looking at no loss, no gain and simply moving to another casino :)
     
  30. Nov 9, 2006
  31. Zoozie

    Zoozie Ueber Meister CAG PABnonaccred

    Occupation:
    Software Developer
    Location:
    Denmark
    I still do not get it.

    I also play at Big$ casino and I have made several withdrawals when I had not cleared the bonus completely. According to the EZBonus T&C this is allowed, the bonus will just be removed. Because of the big$ special 5% VP rules it is simply takes forever to clear the bonus unless you increase bet size to a limit I am not comfortable with. Actually this is also the case with just the 10% rule. But I like the freedom of the EZBonus system. You can decide how much of the bonus you want to transfer to cash. On one occassion I made a 75$ deposit (75$ bonus also). I almost instantly hit some gigantic hits on slots and I came up to almost 700$. Then I simply just made a withdrawal and forfeited 75$ bonus money cashing out a little more than 600$. I got my money with no problems.

    Am I missing something here? Maybe the 100$ freebie offer has some special T&C? (I busted on mine.)

    Zoozie
     

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