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Casino Action - Stealing Balances that they should have cashed out

Discussion in 'Online Casino and Poker Complaints - old section' started by thelawnet, Mar 15, 2006.

    Mar 15, 2006
  1. thelawnet

    thelawnet Dormant account

    This is very poor behaviour by this casino.

    I signed up to UK Casino Club last July. I lost my deposit of 125.

    On 24 November they sent me the following email.

    We have one TASTY TREAT for you this Thanksgiving! at UK Casino Club Casino!

    GOBBLE UP a gigantic 50% Bonus offer on your next deposit!

    You can get up to $50 FREE to your REAL ACCOUNT!

    Yes, that's right! Your 50% Bonus will be credited to your REAL Account.

    Once you have made your deposit, your bonus will be credited automatically in approximately 2 hours

    This offer is valid from 00:01 EST Thursday 24th November to Midnight EST Sunday 27th November.

    Happy Thanksgiving and Good luck with the games!

    Kind Regards,

    UK Casino Club Casino Management

    Terms: You must register/login in order to see the link.

    So I deposited 100 on November 26th, got 50 bonus, and cashed out 640 on November 27th.

    On 28th November (and again on 30th November) they asked me for ID. I responded on 7th December with my ID, and again cashed out 640.

    On 19th December they said that

    So I replied, asking
    "Could you please tell me how much more more I need to wager on blackjack
    to cashout?"

    They said

    "You have wagered 9674 of the 16425 requirement. So you have 6751 left to wager. "

    I replied saying

    "Hi. I checked, and I got a 50 bonus for a 100 deposit.

    I had to play 60 * the total of the 100 and 50, which is 9000.

    So from what you are saying, I had already met the requirements."

    Their reply was:

    "Thank you for contacting the Casino

    I am sorry about the error taht you were told by Ricky. You have wagered $3176.0158 towards your wagering requirements of $5475. "

    I asked

    "Where does the $5475 come from?

    I deposited $100, got $50 in bonus, I cannot see how the wagering
    requirement could be $5475."

    I got the reply

    "I still have wagering requirements on previous bonuses that you have received. "

    So I replied again

    "Hi, how am I supposed to wager for money I have already lost?

    I last played in July, when I lost the deposit and bonus, and your bonus
    terms were different then anyway.

    I can't see anything in your terms and conditions about this."

    I got the auto-acknowledgment of receipt (this was now 19th December), but they did not bother to reply to this email.

    So rather than continue to fight with support staff who give a different answer every time you email them, I just set the autoplay to wager 2,359 1 hands to meet the wagering that the support person had told me I needed to do, and made my withdrawal on 21st December. Lucky for me I had won a bit more, and my balance was up to 717.25 so it was no real loss.

    I heard nothing further from them, apart from the usual promotions mailings you get everywhere until today:

    WHAT THE F***?

    So I logged back in, trying to work out what was going on, checked the cashcheck.

    It turns out that my last withdrawal was reversed, and the money returned to my account, but they didn't bother to tell me, just like they didn't bother to answer my last email either. And to make matters worse, not only did they reverse my cashout without telling me, it turns out that in 14 days time the balance will be 'removed'!

    What kind of joint is this?

    Why are casinos removing balances?

    Why are they doing it at two weeks notice?

    What happens if I am holiday for 3 weeks, as I will be this year, and I come back to find they have silently reversed one of my withdrawals and then 'removed' my balance?

    This is outrageous and inexcusable.

    Clueless support is pretty standard, but silently cancelling cashouts and automatically stealing balances after only 90 days is not.
    Last edited by a moderator: Mar 15, 2006
  2. Mar 15, 2006
  3. winbig

    winbig Keep winning this amount.

    Last edited: Mar 15, 2006
  4. Mar 15, 2006
  5. Zoozie

    Zoozie Ueber Meister CAG PABnonaccred

    Software Developer
    The reason for this is the lack of a decent wagering tool for all MG casinos. They dont even seem to have a good one for internal use.

    If you have a bonus and you go bust, the wagering requirement is normally
    considered gone, and all MG casinos where this have happened for me,
    respect this. However they can not see this from the software or the standart tool, so except this everytime same situation happen at an MG casino. It has happened to me 3 times and every time I had to tell (often more than once!) when what has happened, and in all 3 cases I did the money. The casino needs to manually check you are right and can then flush the withdrawal even though the 'bugged' wagering requirement is not full-filled or maybe they reset it.

  6. Mar 16, 2006
  7. vinylweatherman

    vinylweatherman You type well loads CAG MM

    STILL At Leisure
    United Kingdom
    Casino Action bug.

    The Casino Action software is notoriously buggy. The complication arises partly due to the change to one account for all, which means that Wheels of cash and tournament prizes can hit the real account. If a deposit is wagerd to zero, but another bonus (wheel of cash), is the next "deposit", or you use comps, the software does not see this as zeroed out and all WR are preserved.

    They have finally listened though, and you will now find a wagering tool at UK Casino Club, and this should appear at the others shortly. It works like eZbonus, except that us Brits can take part! A cash-in can be made at any time, irrespective of WR, however any unearned bonus money is reset to zero when real money is cashed out. Under the new system, the WR is 30X the BONUS only on slots, with the other games weighted.
    I have already comlained about the other bug that happened with the bonuses awarded under the old system, but played under the new. eZbonus will say that all can be cashed out, however the Neteller Instant will reject it with the error "WR not completed".
    To correct this, support will ask you to reverse the cash-in (so they can kill the WR), and the player can cash-in again and use Instant Payments.

    They still have the habit of not keeping players properly informed when changes are made, or token refunds are made. I "found" the new bonus and wagering tool, NO MAILER went out telling players this was being introduced.

    "removed balances" are not confiscated, players can ask for them back even after the 90 day security period. They are held outside the software in case an inactive account is compromised and the money gambled away by someone other than the player. I suspect this then allows the account itself to be removed from the server without the player losing the money. I suspect comp points will vanish though.
    2 people like this.
  8. Mar 16, 2006
  9. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

  10. Mar 16, 2006
  11. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    I'm all screwy. There were two accounts - one not activated, and the other very much alive. This is the one you want:

    I've emailed Trish to have her check on this.

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