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Resolved Casino Del Rio

Discussion in 'Casino Complaints - Non-Bonus Issues' started by Gi01, Jun 2, 2008.

    Jun 2, 2008
  1. Gi01

    Gi01 Dormant account

    Occupation:
    Consultant
    Location:
    Italy
    I deposited 400 @ Casino del Rio

    Received a non-cashable bonus of 100.

    I played for over 2000 at slots.

    Final result was that i should bet 4000, not 1600, as stated in T&C that says "deposit+bonus"

    Too bad that max bonus was 100, then max deposit that qualifies is 100.

    They also say that, if i deposit 1000, i should bet 8800 (1000+100)*8, all for a non - cashable bonus of 100 that in fact was held by the casino.

    This T&C's are ridicolous, and qualifies as rogue almost everywhere in the word.

    If Casinomeister is able to solve the issue, well, otherwise please put them under rogue casinos for tragical T&C's.

    Giulio
     
  2. Jun 2, 2008
  3. DemonUK

    DemonUK Senior Member PABnoaccred

    Occupation:
    Software
    Location:
    Warrington, UK
    Had a quick look at casino site. Where did you get the 8x from. Looks more like the playthru was 20x as stated in most of their terms, and if the figure of 4000 is what they gave you then that certainly looks like (100+100) x20.
     
  4. Jun 2, 2008
  5. Gi01

    Gi01 Dormant account

    Occupation:
    Consultant
    Location:
    Italy
    It's 8x and is exactly what they stated in the chat: 400+100, all 8x.

    I have just 1st deposit bonus, nothing else.
     
  6. Jun 2, 2008
  7. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    No offense, but Del Rio is not currently on the Rogue list and whether they get listed as Rogue or not is not up to you. You should not have taken the liberty to flag them as such in the subject heading (my apologies if I've assumed that incorrectly).

    As such I'm editing the thread title to exclude the '[Rogue]' tag you've put there.

    You are however free to use the 'Roguish' prefix, intended to allow our members to indicate Roguish activity, and I'll apply that here on your behalf because I think that's more in the spirit of what you meant.

    Finally as to us being 'able to solve the issue' we would need there to be an issue that requires solving. I've seen no PAB filed so there's no issue there for us to solve. Furthermore if you look under the terms of the '100% up to $100 Welcome Bonus' you will see the following:
    As I read it that means (whatever your deposit is + the applicable bonus up to the max $100) x 8.
    In your case this calculates to ($400 + 100) x 8 = $4000, just like they told you.

    Again, I see no issue that needs solving.

    If what troubles you is that you only needed to deposit $100 in order to get the $100 bonus, and you needlessly deposited an additional $300 for which you are now embarrassed and wishing you hadn't because it locks you into an unnecessarily high WR, I can totally understand your consternation.

    However your mistake, and their (admittedly funky) Terms, doesn't make the casino a Rogue. I might remind you the 'Rogue' here is defined as "casinos ... guilty of gross customer negligence bordering on the criminal." You can accuse Del Rio of having odd, even slightly bizarre, Terms but calling them 'Rogue' because of it is, I daresay, an unwelcome distortion of the term.
     
    Last edited: Jun 2, 2008
    1 person likes this.
  8. Jun 2, 2008
  9. Gi01

    Gi01 Dormant account

    Occupation:
    Consultant
    Location:
    Italy
    TY for your reply

    However i now wagered fairly over 4K and i'd like to see if now the problem is solvable...

    I also apologize if i tagged the topic in the wrong way.

    Finally, i saw your descriptions of "not reccommended casinos". I'd say that these vaguish T&C's are very similiar; i think that both way there were mistakes (me and the casino), may you "suggest" them to SPECIFY in the T&C this "little" particular? Cause of course you have fairly more power than i do.
     
  10. Jun 2, 2008
  11. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Indeed! If I were you I'd try to withdraw ASAP and see what happens. If they agree and honour the withdrawal then well and good, though there's still the question of the pointlessly oblique Terms. There it's not so clear what would best be done though I'll contact them and point out the problem.

    Power!?! Mais non! It is only my charm and finely sculpted visage that win the day, I assure you! :)

    Jokes aside, you've brought up a worthy point and I'll write them ASAP about it.
     
  12. Jun 2, 2008
  13. Gi01

    Gi01 Dormant account

    Occupation:
    Consultant
    Location:
    Italy
    Thanks again.

    I had a chat with the online support (too bad, in italian) and i copied that i reached the "minimum req for withdraw".

    So let's now see what happens.

    Your help and consideration was greatly appreciated, but i hope i'll be able to do everything "alone". But of course, if you are able to make them state that the T&C's are a bit...vaguish, would be better.
     
  14. Jun 2, 2008
  15. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    As mentioned, I have contacted them. The point I made is that they are basically punishing players who make larger than necessary deposits but giving them higher play-through requirements but no additional benefits.
     
  16. Jun 4, 2008
  17. Gi01

    Gi01 Dormant account

    Occupation:
    Consultant
    Location:
    Italy
    UPDATE

    After 2 days they contacted me, asking for front/back of ID.
    I had sent it many days ago, but they want them again.
    Now they are asking for TWO documents (like ID and Driving License).


    Dunno about what you think, but all points in the direction of "delay transaction as much as you can".

    Any news from them?
     
  18. Jun 6, 2008
  19. Gi01

    Gi01 Dormant account

    Occupation:
    Consultant
    Location:
    Italy
    UPDATE

    They now say they didn't received any image of my IDs; please send them again (and i had to contact them, otherwise they'd probably need days).

    So i am sending them again.

    Does this qualify as "time delay"?
     
  20. Jun 6, 2008
  21. Gi01

    Gi01 Dormant account

    Occupation:
    Consultant
    Location:
    Italy
    ANOTHER UPDATE

    I think that now you must change to rogue

    They are REFUSING to pay me. In the address, i put the address i was living at that moment (a residence in Florence), supposing that they needed it for mailing.

    Now they are refusing to me cause i don't have any utility bill regarding that particular address.

    Please contact them and do what you can this is UNREAL.
     
  22. Jun 6, 2008
  23. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    I invite you to visit our Pitch a Bitch page where you should enter the details of your case and submit it. I'll send you a confirmation to let you know I've received it and then I usually process them within 48 hours.

    This is our procedure for formally submitting an issue to the casino for evaluation.
     
  24. Jun 6, 2008
  25. Gi01

    Gi01 Dormant account

    Occupation:
    Consultant
    Location:
    Italy
    Max you are absolutely great. Sorry for all of this, but i am very unexpert of these things...i have to learn, and i appreciate you help a lot.

    Regarding bitching them: i had a long long chat and now they are telling me that we should be ok within 48 hours or so. I can surive a little longer, even though i wouldn't reccommend a so slow casino. If after this weekend nothing has changed, i will "pitch a bitch".

    Really TY

    G.
     
  26. Jun 6, 2008
  27. lauram

    lauram Dormant account

    Occupation:
    self employed
    Location:
    toronto
    First off congrats on your win. Now deep breath all of us for first time was tough getting those ids through to the casino but trust me once its done its done and as you register with a new casino submit id before your deposit. Now here is how i did mine they couldnt read mine either. I place driver lisc in scanner scanned front side of it to desk top called it momid next i turned it over scanned back side momid2. Now for a bill do you have a cell phone that bill must be sent to your home address that you signed up with casino make sure its a newer bill do it the same maybe front side call cell1 back cell2. Other things that have worked also tv bill i know friend even used a magazine subscription renewal just to show her correct address to casino. Its more or less to make sure you live there and can prove thats your home id. I also have downloaded heating bills
    or electricity bills newer ones as i said and just keep these on desk top. If you have a passport they like those also. It does take a few days for them to view it at times then maybe few more then to get the money over to how u asked it to be released to you. Good luck not sure i helped much.
     
  28. Jun 7, 2008
  29. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Yes, that sounds about right. The fact that they're talking you through it is a very good sign. It's when they go silent (unresponsive) or keep making promises which they never fulfill that things are looking bad.

    Fingers crossed for you on this,
    Regards,
    Max.
     
  30. Jun 7, 2008
  31. kavaman

    kavaman Senior Member PABnononaccred3 PABnononaccred3 MM

    Occupation:
    It
    Location:
    finland
    Me just thinks that in the particular case the casino has the perfect right to not pay the customer, because the utilitybill did not match the address that was registered on the casino account.

    If a customer registered a different address on her account, he/she should have some kind of proof that he has sometime at his life lived there. If that can be proven, then np, pay up.

    -kavaman
     
  32. Jun 7, 2008
  33. Nicole50

    Nicole50 Dormant account

    Occupation:
    customers support
    Location:
    Netherland
    I think there is no need to confirm the adress by the casino or to ask for documents . Do you know that nearly all the payment methods (Neteller, click2pay and others) have verifyed everything before you can upload the money into your account especially Neteller. When all this companies have already did it and they are trustfull, why the casino have to do it again. I think when somebody deposit with Netteler and the casino is already merchant there, the casino know that Neteller have verifyed already the player account. Anyone who can upload money to Neteller from his bank account is proof that his account and his identity were already verifyed.

    Simply The casinos are wasting time.
     
    1 person likes this.
  34. Jun 8, 2008
  35. dynamitewoman

    dynamitewoman Dormant account

    Occupation:
    retired
    Location:
    roswell,n.m
    playthrus

    An 8 times playthru seems like a normal gouge amount to me. The biggest and most horrific playthru I have encountered is at the Grand Mondial.. A whopping 50x. Several Mondial promos touted a 20 times, but when I went to live help, it was made clear that it was a 50 time and I could NOT have seen a 20 time reported..in spite of the fact I sent him a screenshot with the 20x stated. He became blind and without comprehension at that point and just kept muttering..its a 50 time playthru...its a 50 time playthru..like it was something to be proud of. He couldnt understand why I kept screaming " pinch my nipples" at him over and over....He called his manager in and he asked me also why I am shouting this at his support guy. I told him..." because I like to have my nipples pinched when I am being screwed"!
    My account is disabled.LMAO!

    :confused:
     
    1 person likes this.
  36. Jun 10, 2008
  37. Gi01

    Gi01 Dormant account

    Occupation:
    Consultant
    Location:
    Italy
    FINAL UPDATE

    After 15 different documents and proofs and hours of chat with the help of a girl from assistance, i was able to recover my money.

    I have to say that, at last, all was ok. I would not reccommend them given the absurd requirements, but after all, they payd, and looks like ok.

    TY all for your replies and your help, i learned a lot of things

    Giulio
     

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