Capital Casino - Locked account!

[pommac]

In mars this year I signed up and claimed the welcome bonus at Capital Casino, with the intention of entering an honest casino. I played some video poker and were lucky enough to turn my 50-deposit into more than 900. Then I played some other games with no intention of cashing out my money for a while.
Then one day maybe a week after my deposit I couldn't logon to my account anymore, it was LOCKED. Of course I sent emails to the support who at last told me it was because of I'd abused a bonus offer! I was chocked and sent them a reply asking "Is getting lucky and win some money equal to bonus abuse?". I didn't get any answer, tried again, didn't get any answer....

It seems like capital casino has stolen my money that I won in an honest way.
I'm about to loose faith in online gambling, the odds are so much worse if you can't be sure of get the money you deserve when you once in a while win some. Isn't the House Edge enough for the casinos!?

I just want to know if anyone have had the same experience or if you have any idea of what I could do to get MY money back?

//Pommac

 

[silkprint]

Did you call them and talk to a manager?

 

[kakata]

We dont need a manager when we deposit, do we?
Cmon guys, wake up, its happening all over and every place.........those few,
actually' "very few" 'who do pay withouth incident............do pay cause is very "rare" they do. Just my modest opinion.

 

[Centre-Wise]

I would be hesitant to presume anything at this stage.

Was Video poker an allowed game towards wagering as most casinos disallow them (thanks to the bonus dbl up feature).

You really need to get some clarification from the Casino as to how you can be considered a bonus abuser and what terms did you break that would merit 1, having your account closed, 2, confiscate your balance or winnings?

Make sure you speak to someone within management or within fraud/risk.

All i can say its extremely important these days that you check carefully the terms and conditions of any site that you sign up with, as often mistakes can be avoided.

 

[footdr]

playthrough

Normally video poker does not count toward playthrough but I don't think it is disallowed, it just doesn't count toward the playthrough on the bonus and deposit.

Since you have not made a withdrawal yet, they should let you complete the playthrough on your deposit and bonus.

I WISH PEOPLE WOULD UNDERSTAND THAT THEY SHOULD ONLY PLAY SLOTS AND KENO UNTIL THEY MEET THE PLAYTHROUGH!

I have personally never had the kind of problems posted here because I normally play slots only until wagering is met.

CHECK THE FINE PRINT AND IN THE FUTURE ASK BEFORE YOU START PLAYING

 

[pangloss]

This casino is managed by Fortune Lounge so consequently the circumstances behind the theft of this players deposit and winnings have been well documented on this Forum.

I might add the situation remains (obviously) unresolved with players such as the OP putting funds at risk unwittingly. There is an absolute (and lawful) obligation on affiliates to act responsibly as a matter of urgency and remove all links leading to these self confessed cyber pirates.

eCogra might want to hurry up and exercise a similar responsibility.


...

 

[The Dude]

I have your PAB and have made several requests for information on your behalf. I'll see if I can squeeze the info out of them today.

 

[The Dude]

Just a quick update. This is one of the FL complaints that - like Pangloss stated - is well documented here. I think I had a total of 17 complaints submitted, all but this one was resolved so far. Seven complaints were fraudulent; the other players were paid.

Pommac - I hope you're not one of the fraudsters, and you're merely a dolphin caught in the tuna net.

 

[GrandMaster]

Normally video poker does not count toward playthrough but I don't think it is disallowed, it just doesn't count toward the playthrough on the bonus and deposit.

Since you have not made a withdrawal yet, they should let you complete the playthrough on your deposit and bonus.

I WISH PEOPLE WOULD UNDERSTAND THAT THEY SHOULD ONLY PLAY SLOTS AND KENO UNTIL THEY MEET THE PLAYTHROUGH!

I have personally never had the kind of problems posted here because I normally play slots only until wagering is met.

CHECK THE FINE PRINT AND IN THE FUTURE ASK BEFORE YOU START PLAYING

Why should he only play slots and keno? It is a standard EZ-Bonus with all games counting towards the WR. The T&C even includes an example of using roulette to clear the bonus.

 

[cyprean]

This casino is managed by Fortune Lounge so consequently the circumstances behind the theft of this players deposit and winnings have been well documented on this Forum.

I might add the situation remains (obviously) unresolved with players such as the OP putting funds at risk unwittingly. There is an absolute (and lawful) obligation on affiliates to act responsibly as a matter of urgency and remove all links leading to these self confessed cyber pirates.

eCogra might want to hurry up and exercise a similar responsibility.


...

I agree with your post.

Fortune Lounge locks & steals first. Then they possibly investigates a case if a player PaBs. I think that is not acceptable.

And yes, Capital Casino has the EZ Bonus system and you can play any games and they ALL count towards the WR althought not 100%.

 

[Consty1]

These guys locked my account in March because of the way I played the bonus and as yet am yet to see any of my money, not even my deposit.

Just a quick update. This is one of the FL complaints that - like Pangloss stated - is well documented here. I think I had a total of 17 complaints submitted, all but this one was resolved so far. Seven complaints were fraudulent; the other players were paid.

Pommac - I hope you're not one of the fraudsters, and you're merely a dolphin caught in the tuna net.

I submitted a PAB and have not been paid as yet. My account is still locked when I try and login. Capital specifically told me I abused the bonus so I'd be surprised if I've now been classed as a fraudulent player.

 

[The Dude]

My advice is to contact eCOGRA. Tex has been pretty successful at getting some of the outstanding complaints resolved.

FL's response was that you were not connected to other players, you just were "abusive" and that they had refunded your 50 Euros. I argued the fact that since your account was not fraudulent in nature, you should be paid, but checking my emails - no answer. I thought it was taken care of. Sorry.

 

[NextToYou]

FL's response was that you were not connected to other players, you just were "abusive" and that they had refunded your 50 Euros. I argued the fact that since your account was not fraudulent in nature, you should be paid, but checking my emails - no answer. I thought it was taken care of. Sorry.

And why is FL not in rogue pit yet?

There are several much better casinos in your "not recommended list" than these money stealers. This way the lists lose their meaning completely.

 

[The Dude]

And why is FL not in rogue pit yet?...

Because I thought that this was taken care of. Please don't forget, they were removed from the Accredited Section in March - that's pretty damn serious to begin with - and it's taken weeks to sort though this mess.

As you can tell, there are still some loose ends - my bad. And this changes things a bit.

 

[hakapuku]

My advice is to contact eCOGRA. Tex has been pretty successful at getting some of the outstanding complaints resolved.

FL's response was that you were not connected to other players, you just were "abusive" and that they had refunded your 50 Euros. I argued the fact that since your account was not fraudulent in nature, you should be paid, but checking my emails - no answer. I thought it was taken care of. Sorry.

The problem with ECOGRA is that Capital casino (although they are a part of Fortune Lounge) - are not listed in ECOGRA casinos list. ANd ECOGRA is not dealing with the casinos that are not in their list. I have a complaint about Capital casino to file also and i don't know what to do.

 

[Consty1]

My advice is to contact eCOGRA. Tex has been pretty successful at getting some of the outstanding complaints resolved.

FL's response was that you were not connected to other players, you just were "abusive" and that they had refunded your 50 Euros. I argued the fact that since your account was not fraudulent in nature, you should be paid, but checking my emails - no answer. I thought it was taken care of. Sorry.

I tried to contact eCOGRA but as Capital Casino is not on the pull down list of Casinos I was unable to. I'd have tried to email them seperately until I read "Please note that we will not respond to dispute mediation requests made for non-eCOGRA sites".

Guess I'm screwed then. Thanks for trying anyhow.

 

[The Dude]

I tried to contact eCOGRA but as Capital Casino is not on the pull down list of Casinos I was unable to. I'd have tried to email them seperately until I read "Please note that we will not respond to dispute mediation requests made for non-eCOGRA sites".

Guess I'm screwed then. Thanks for trying anyhow.

Damn! I forgot about that. Sorry - guess you are screwed.

 

[The Dude]

Happy clappy Rogueland

https://www.casinomeister.com/rogue-casinos/

 

[pommac]

Okey thanks for all the replies and I'm still hoping to get my money back...

I have your PAB and have made several requests for information on your behalf. I'll see if I can squeeze the info out of them today.

Okey thanks alot, just tell me when you here from them.

 

[pangloss]

https://www.casinomeister.com/rogue-casinos/

And are there more worthy rogue members than this crowd? I don't think so.

Rogued and good riddance. I guess FL casinos will still yet proudly point to the eCogra seal of approval. What a screaming laugh.


Anyway applause from me for putting out the trash.


...

 

[The Dude]

Okey thanks for all the replies and I'm still hoping to get my money back...



Okey thanks alot, just tell me when you here from them.

I probably won't be hearing from them since I set them off to rogue'sville. Sorry about that.

 

[The Dude]

I probably won't be hearing from them since I set them off to rogue'sville. Sorry about that.

But I'll still follow up on this by the end of the week. That's the least I can do.

 

[footdr]

VIP SUPPORT-FORTUNE LOUNGE-RESPONSE TO T&C BONUS

I emailed support to get an explanation of irregular play and hedge betting in regards to bonus playthrough. The response is below. Hope it helps

irregular play and hedge play are referred to on table games such as Craps and Roulette and not on Slots, Video Poker or any Keno casino games.



"Hedge betting", consists of placing bets that almost entirely cancel out another bet. For example, a pass line bet can be hedged from Craps by betting the proposition bet 'any Craps'. As you can see almost any roll will bring you profit, and your bets now have a much smaller risk.



Irregular playing patterns will be reviewed before withdrawals are processed. Equal or hedge betting shall be considered irregular gaming for bonus play-through requirement purposes. The Casino reserves the right to withhold any cash-ins where irregular play has occurred to meet play-through requirements

SINCE YOU DIDNT MAKE A WITHDRAWAL, it would seem that you should still be allowed to meet the playthrough requirements with bets that are not considered to be irregular or hedge betting. THAT IS HOW I READ THEIR RESPONSE.

 

[GrandMaster]

I emailed support to get an explanation of irregular play and hedge betting in regards to bonus playthrough. The response is below. Hope it helps

"Hedge betting", consists of placing bets that almost entirely cancel out another bet. For example, a pass line bet can be hedged from Craps by betting the proposition bet 'any Craps'. As you can see almost any roll will bring you profit, and your bets now have a much smaller risk.

What? They are totally clueless. Yes, you can hedge your bets this way so that you don't win or lose anything if the dice show 2, 3, 7, 11 or 12, but what if the shooter makes a point and then sevens out? The player has nearly 40% chance of losing. There is a way to set up a perfect hedge in craps (with a guaranteed small loss) but this is not it.

 

[vinylweatherman]

What? They are totally clueless. Yes, you can hedge your bets this way so that you don't win or lose anything if the dice show 2, 3, 7, 11 or 12, but what if the shooter makes a point and then sevens out? The player has nearly 40% chance of losing. There is a way to set up a perfect hedge in craps (with a guaranteed small loss) but this is not it.

Pass, no-pass, double 6 - very tiny losses - this would really be "irregular play" - never do this with an FL bonus.

Easily avoided by not signing up at any new FL casino.

Riverbelle also have pretty much the same tournaments as Royal Vegas, so FL has lost it's monopoly on these.

 

[halfday]

I probably won't be hearing from them since I set them off to rogue'sville. Sorry about that.

Thank you. You did the right thing (of course).

 

[The Dude]

Thank you. You did the right thing (of course).

They are looking into this at the moment btw.

 

[Consty1]

I tried one last attempt to try and salvage something from the situation and got the following reply:

Hi Mark

Thank you for your email.

Mark, I have assessed your account and see not notes regarding the refund of your deposit.

The decision that was made is based on promotional abuse being identified on the accounts. We can unfortunately not provide you with the specific details behind the process of the promotional abuse being identified as this would negatively impact the security of the casino and it's processes.

As per the terms and conditions, if the account is locked by the casino for any such activity, any balance on the account including purchases, free money, bonuses and winnings will be forfeit.

I trust that you will find the above information of use and would like to thank you for your understanding in regards to this matter.


Thank you for playing with the Fortune Lounge


Kind regards

Lee

Casino Desk

Where the Player Comes First



So they stole my money and I hadn't even attempted to withdraw any of it prior to my account being locked. And I think that last statement about 'the player comes first' is basically just a kick in the bollocks!

 

[BBKPoker]

I tried one last attempt to try and salvage something from the situation and got the following reply:

Hi Mark

Thank you for your email.

Mark, I have assessed your account and see not notes regarding the refund of your deposit.

The decision that was made is based on promotional abuse being identified on the accounts. We can unfortunately not provide you with the specific details behind the process of the promotional abuse being identified as this would negatively impact the security of the casino and it's processes.

As per the terms and conditions, if the account is locked by the casino for any such activity, any balance on the account including purchases, free money, bonuses and winnings will be forfeit.

I trust that you will find the above information of use and would like to thank you for your understanding in regards to this matter.


Thank you for playing with the Fortune Lounge


Kind regards

Lee

Casino Desk

Where the Player Comes First



So they stole my money and I hadn't even attempted to withdraw any of it prior to my account being locked. And I think that last statement about 'the player comes first' is basically just a kick in the bollocks!

Time to go to ECogra.

 

[The Dude]

Time to go to ECogra.

And why? Capital Casino is not an eCOGRA casino

 

[The Dude]

I should also mention that I'm still awaiting further word on Consty1's issue.

 

[Consty1]

I should also mention that I'm still awaiting further word on Consty1's issue.

It appears that they are processing a withdrawal for me for the full amount which is a pleasant surprise. Just like to thank you for your perserverance on this one, much appreciated.

 

[The Dude]

And I've been informed that both of the outstanding player issues have been resolved in the players' favor.

To be specific Pommacc's and Consty1's

 

[SuitedPower]

Thanks for doing the right thing and rougueing this lot CM. They were once a good and solid group but they are just plain thiefs these days.

 

[Pommacc]

Haha, I got a hell of a shock when signing into my Neteller-account today, $1200 out of nowhere (that's quite alot of money for me) had been transferred to my account... It took a while for me to understand that it was the money from Capital Casino that I had totally given up on.

I don't know how I should thank you Casinomeister, if it hadn't been for you I'm sure they had kept the money. You really helped me out, now I can pay for that trip to Bulgary this summer without going broke
So thanks alot for your time and effort!!!!

 

[PAWPRINTS]

how to thank him

If you go to the pitch a bitch site you will find (my wish list) a way to thank him Eva

 

[silkprint]

Congrats on getting paid Pommacc .

 

[vinylweatherman]

Don't leave it in Neteller too long, in case they change their mind