Brandy denies my 20k Royal

[Simmo!]

I personally think that if a casino denies payment based on information that they had prior to accepting the players wagers, then that casino should be immediately rogued.

Thats a very good point

 

[tennis_balls]

a "rouge" coloured brandy

welcome to the rouges, brandy!

 

[handkey]

congratulations!!

And , How do you deal with this great 20K?

 

[backjlack]

Brandy quotes made-up rules to deny payment of my winnings.

Yesterday (Sept. 8), I finally received a reply from Brandy's manager Lisa.

To justify Brandy's refusal to pay me she quotes rules that weren't (and still aren't) part of the terms and conditions.

Dear xxxx,

I would like to congratulate you on winning that spin!

Meanwhile, I am sorry to inform you that our fraud department found out that some of the promo rules were misunderstood by several players which led to violation of promotional requirement which states that: “one player can get only one 2TD account, one 20TD account, and one 200TD account”.

All of the accounts which voided this requirement were frozen and deposits returned to the players.

I again apologize for any possible inconvenience caused and hope for your understanding and cooperation.

Warmest regards,

The line that she quotes is not and was not part of the very complete and very detailed terms and conditions that were emailed to elligible players.

Lisa also completely fails to address the fact that I was explicitly made welcome to open more than one account on the days when I played.

I'm just realizing that there is an important detail I forgot to mention previously : I played this promo in the course of FOUR separate days (Sept. 1, 2, 3 and 4), which implies :

1 - That I wasn't trying to 'slip under the radar' or anything of the sort.
2 - That they had plenty of time to react, unless, of course, they were quite happy with my playing again and again up until the moment I won.

 

[nafanny29]

Brandy have no legitimate excuse not to pay you. They accepted your deposit and let you play several times.

If they insist on not paying you then they are no better than the worst online casinos out there and I hope the word gets out and it costs them 100 x the $20000. This industry is 10 years old and still we see this BS all the time.

 

[frufrugirl]

AMEN!!

 

[jetset]

This is increasingly beginning to look as if it is a casino management screw-up in offering a too-generous promo (other recent examples are the clowns at Joyland and the now dead Winners Only)

That's bad, but retrievable from a casino viewpoint if they pay everyone who signed up under the original T&Cs offered, and then change those T&Cs for other players going forward. The fact that they admit the promo was *misunderstood* by other players shows that they know they screwed up.

However, like Joyland et al this management takes the low road (why am I not surprised by that after their underhand tricks to get players to spam other players?) The management makes a retroactive change to the T&Cs, and then thinks it can get out from under by simply disqualifying everyone's winnings and returning only their deposits instead of meeting their fair obligations.

This is, in my view, rogue behaviour and players need to be warned about it.

 

[backjlack]

That's bad, but retrievable from a casino viewpoint if they pay everyone who signed up under the original T&Cs offered, and then change those T&Cs for other players going forward.

Of course, it's retriveable. Most people's reaction when I posted my win was that Brandy is a trustworthy place. It's not too late for them to correct the situation and show that they can be trusted.

Meanwhile, I submitted my pitch-a-bitch form a few days ago. I hope Brian will be able to help.

 

[backjlack]

There seems to be an openness to discussion coming from Brandy manager Lisa, but there has been no notable development. She still hasn't adressed the many holes in what has been their position so far.

Lisa declined my inviation to explain her views in this thread because Brandy's T&C don't allow staff to participate in any other forum than their own. So basically, I am still awaiting an explanation of Brandy's position, either via an email to me or through Brandy's forum.

 

[chuchu59]

There seems to be an openness to discussion coming from Brandy manager Lisa, but there has been no notable development. She still hasn't adressed the many holes in what has been their position so far.

Lisa declined my inviation to explain her views in this thread because Brandy's T&C don't allow staff to participate in any other forum than their own. So basically, I am still awaiting an explanation of Brandy's position, either via an email to me or through Brandy's forum.

You mean OGF. There is no way you can have your say there given the numerous pro-brandy supporters.

 

[jetset]

"Lisa declined my inviation to explain her views in this thread because Brandy's T&C don't allow staff to participate in any other forum than their own."

You have to laugh at the sheer hypocrisy of this statement. It comes from a company that ran competitions whereby it's members were rewarded on the amount of *creative* spam they could dump on other people's fora!!!

 

[backjlack]

Manager Lisa Evans at first game me the impression that she was willing to have an open discussion, but it isn't the case.

Here are the facts that I submitted to Lisa's attention and which she has entirely failed to address :

1- The fact that Brandy's refusal to pay my winnings is based on a quote that isn't and wasn't part of the terms and contions of the 'Test Drive x 10' promotion.

2- The fact that Brandy's staff were well aware that I had opened multiple 'Test Drive by 10' accounts, and that they welcomed me to open more.

2- The fact that these special accounts were created (and bonuses put in them for me to play with) by Brandy staff with during the course of FOUR days, and that it is only on the day after I signaled my win to Brandy that Brandy's practical interpretation of their own rules suddenly changed : my winning was denied, 'Test Drive X 10' deposits were suddenly refunded.


I have tried very hard to get Lisa to address these three points but my efforts were vain.

Instead of adressing my difficult-to-answer arguments, Lisa invited me to submit my questions to Brandy's forum instead. I told her that I didn't feel comfortable to post in Brandy's forum because it is not moderated by a third-party. Also I don't see the point in this since SHE is the manager and Brandy's forum postings are answered by a subordinate.

 

[fredb]

Brandy

Anything new with your Brandy complaint, backjack?

 

[sancho]

backjlack, have you received/noticed this month's Brandy Casino newsletter? It mentions a player named Wladimir N. who they claim has violated the rules by opening 'several similar 20TD accounts'. I suppose this must be you.


I also played the Test Drive x 10 more than once and I was really shocked when I saw in the newsletter that someone had their 19k + winnings denied on this basis.

Here is what happened to me :

I opened a number of Test Drive accounts, just like you, and just like you I felt welcomed to open additional accounts until at one point, instead of receiving a new username/password combination, I received an email telling me that I violated the rules. This got me very angry and I replied that there was no rule saying that the promo was limited to one account of each kind. I explained that I deeply resented their accusations. The interesting part is their reply : they replied that they were in no way blaming me for violating the rules. That the part about the accounts being limited to one of each kind had not been included in the rules by mistake and that as a consequence I couldn't have been aware of said rule.

I think this shows very clearly that they know that they have no ground for accusing players of violation of a rule that was omitted by a 'negligence' of theirs. Unfortunately, they only recognized their mistake where it cost them little (me), but not where it cost the a lot (you).

What they're doing doesn't make any sense. It's completely dishonest.

Hope it helps.

 

[chuchu59]

Just to let everybody know that it seems that the moderator of Online Gambling Forums, which is Brandy's so-called official forum, has deserted the site and it's now being spammed by the worst of spammers with nobody taking any action for the past 2 weeks. Does that mean that something is going to happen to this casino? Beware!

 

[backjlack]

Sancho, yes, I am Wladimir N.

What you say shows how dishonest Brandy is.

They have admitted to you that it was their mistake, yet they still refuse to pay me.

Nice example of double standards.

I guess that when they saw themselves confronted with a 20k+ win, honesty, integrity, standards, etc. all suddenly appeared to be a luxury they couldn't afford.

 

[backjlack]

Anybody knows how long it normally takes for Playtech to process compaints?

I filed my complaint many weeks ago and I still haven't heard from them.

 

[backjlack]

I have finally decided to post about my dispute on Brandy's own forum, even if I don't feel comfortable with the fact that it's not moderated by a third party.

The thread can be found here :

You do not have permission to view link Log in or register now.

Any show of support there would be immensely appreciated.

 

[backjlack]

I'm told the link above is not valid.
Since I can't edit my post anymore, here's the correct link :

You do not have permission to view link Log in or register now.

 

[Casinomeister]

This is increasingly beginning to look as if it is a casino management screw-up in offering a too-generous promo (other recent examples are the clowns at Joyland and the now dead Winners Only)

That's bad, but retrievable from a casino viewpoint if they pay everyone who signed up under the original T&Cs offered, and then change those T&Cs for other players going forward. The fact that they admit the promo was *misunderstood* by other players shows that they know they screwed up.

However, like Joyland et al this management takes the low road (why am I not surprised by that after their underhand tricks to get players to spam other players?) The management makes a retroactive change to the T&Cs, and then thinks it can get out from under by simply disqualifying everyone's winnings and returning only their deposits instead of meeting their fair obligations.

This is, in my view, rogue behaviour and players need to be warned about it.

I agree with Jetset.

Sorry for my late entry into this big mess, but I'm not sure if this casino is capable on offering clear and concise promotions. There should never be any doubt in a player's mind on how to participate, and Brandy casino has been in the business long enough to know better not to write sloppy ads like this.