Casino dicking me around over cashout, gawdammit!

[bernynhel]

Got an email from DaVinci's Gold offering a 100% bonus plus a $20 free-chip once the promotion was completed. I hadn't played there since Dec but I checked it out and the WR was only 14xdep+bonus and I'd get a $20 free-chip after? So I emailed all my IDs and proof of residency and credit cards, etc. to support and deposited. Well I went down in consecutive flames on the first deposit of $28.60 playing with $57.20 so I deposited another $25 eschewing any bonus offers. Got fanned again. Oh well. F it. Forgot about the free-chip promise til after I drained my NetSpend at various sites. Then I went back, found the $20 (Yippee!) and beat the 20x WR and had $190.97 and in the cashier it said I had satisfied the dealio go ahead and cashout. The max cashout on the $20 was $200. I checked my history and had used QT to deposit last year. So I selected a QT WD, entered the amount and was DENIED cuzza "amount exceeds balance" WTF?!
So I tried again. this time I entered $150 and denied again for the same reason. I exited the casino, the re=opened and logged in and tried to WD $150.00 from a balance of $190.07. That should have left a balance of $20.97 after the sticky bonus was removed. Denied!
Live chat:
Nicole: Welcome to DaVinci's Gold Live Support. How may I assist you?
William: Hi Nicole
William: cashier appearers to be confused
William: I'm trying to cash out
Nicole: May I have your Login name and email address please?
William: (deleted by bernynhel)
William: deleted by bernynhel
Nicole: One moment please.
William: np
Nicole: May i ask how much you are trying to cash out?
William: $150
William: error msg says that exceeds my bal
William: i tried exiting and re-entering the casino
William: didn't work
Nicole: May i ask which method you are trying to withdrawal with?
William: UseMyWallet/QuickTender
William: deposited with that method on 7/18/2008
Nicole: But the system shows that you made a deposit today with ewalletxpress.
William: yes!
William: but i don't care to cash out that way
Nicole: Then you need to make another verification deposit using your Quick ender account.
William: and since QuickTender already established my QT account here as well as at other Silverstone Overseas Ltd casinos, some of which i have made withdrawals to the same QT acct within the last 60 days, i don't see any reason for your demands
William: they seem, uh
William: uh..I need a euphamism for BULLSHIT here...
William: ...unnecessary?
William: i only deposited today in response to a promotional email
William: and Ive sent all of my I
William: ID documents today as well
William: and I don't see anything in your terms that annual deposit method re-verification is required
Nicole: One moment please.
William: np
Nicole: Your patience is appreciated. I will be with you shortly.
William: what patience?
Nicole: We are currently extremely busy. Please be patient I will be with you shortly. I apologize for this delay.
William: np
Nicole: Sorry but since we can't seem to figure out what the problem is, we will have to forward your account to the accounts department.
William: ...np
Nicole: As soon as your account has been reviewed, you will be notified by email.
William: i had this exact same thing happen at another Silverstone Overseas Ltd site but i ended up playing the balance back
William: not today
William: this time ill wait for a reply
William: i did what was required and then some since i deposited a second time after the promotion was completed
William: 2nd time in a row i've gotten flack trying to WD from a Silverstone Overseas Ltd site
William: the last time it was resolved after i posted a complaint on CasinoMeister.com
Nicole: Ok


I just wanna say this so it's perfectly clear. This is NOT an issue with casinos using Rival software. This is an issue solely with Silverstone Overseas Ltd that owns and operates DaVinci's Gold Casino and 11 other Rival sites.
I have never had any problem like this at a rival site other than with casinos owned and operated by Silverstone Overseas Ltd.

Tune in tomorrow and see what happens. Same bat-time. Same bat-channel.

 

[chuchu59]

Buddy,

You should ask them to flush your account if you dont want to play it back. I have tried this before at another Rival and I believe Davinci's Gold could do the same. Live chat support at all Rivals bar slotocash are the same. They dont know what they are doing and sometimes just impose something on you. Annual verficiation forms? That's ridiculous. Last night when asking live chat on the status of my withdrawal (8 days) I was told that i hadnt sent in identity proof and that I will be notified soon to do so. WTF. They approved my docs in Feb and I have since deposited and withdrawn dozens of times. Then another Rival (7 days pending) told me the same thing. If I hadnt just received my dough, i would have started a thread. Dont take their word seriously. Now that you have posted here the rep will look into the case personally. All that is said in live chat is pure rubbish.

 

[vinylweatherman]

Their "oh so wonderful" central database seems to have effed up again! It can track players deposits, and especially BONUSES, and can accurately block bonuses across ALL Rival casinos using the database in the blink of an eye if certain criteria are met, yet it CANNOT seem to track a player's ID verification history, nor their valid deposit method history.

It seems this database is exclusively designed to be "anti player", it has no "pro player" functionality that by logic it should due to the way it can track an individual player across all Rival casinos using the database.

Silverstone Overseas seems to lack it's own ability to track a player over all it's properties - perhaps an over reliance on this imperfect central database.

There seems to be poor handling of player data here, with records of previous activity seeming to disappear from the system, for example:-

Last night when asking live chat on the status of my withdrawal (8 days) I was told that i hadnt sent in identity proof and that I will be notified soon to do so. WTF. They approved my docs in Feb and I have since deposited and withdrawn dozens of times.

Approved in Feb, but now not in the system. This information is SENSITIVE, and should NEVER become "lost in the system" in this way. Imagine my bank suddenly telling me they had no record of me having an account I opened only a few months earlier - they would be in BIG trouble with the regulators, and the Information Commissioner's office.

These casinos want to be seen as legitimate and responsible businesses, especially by the US govermnent, yet they consistently behave as though run by a bunch of amateurs. This kind of incompetence would NEVER meet the proposed standards I read were to be included in the Barney Frank bill for a licensing and regulation regime to allow offshore online casinos to legally operate in the US.

It would be great if this bill went through, and top notch casinos got their licenses, and the incompetent ones were shown the door, and told to come back when they had got their acts together. It is a shame that the UK regime has not been as effective as hoped, since it has no sanction against casinos not based in the UK itself.

From what I have read about Rival, it seems even the cream of the crop is below the standard of many of the casinos I play at already. TIV has been a special disappointment, since it now seems to be behaving the same as the rest, yet started out as though it wanted to be THE top Rival casino to play at.

 

[bernynhel]

Buddy,

You should ask them to flush your account if you don't want to play it back. I have tried this before at another Rival and I believe Davinci's Gold could do the same. Live chat support at all Rivals bar slotocash are the same. They don't know what they are doing and sometimes just impose something on you. Annual verification forms? That's ridiculous. Last night when asking live chat on the status of my withdrawal (8 days) I was told that i hadn't sent in identity proof and that I will be notified soon to do so. WTF. They approved my docs in Feb and I have since deposited and withdrawn dozens of times. Then another Rival (7 days pending) told me the same thing. If I hadn't just received my dough, i would have started a thread. Don't take their word seriously. Now that you have posted here the rep will look into the case personally. All that is said in live chat is pure rubbish.

There was no mention of annual verification forms by them, those were my words when chat support suggested that I needed to make another deposit with QuickTender before using them as cash out method. This unreasonable demand, as you can see in the chat transcript, followed the question of "what method did had I used to deposit?" Even though I deposited with EwalletXpress I had deposited with QT last year. I said I saw nothing in their terms requiring "annual verification deposits", or something to that effect meaning that I knew that there was no other requirement for designating QT for a WD other than a deposit through QT prior to requesting a cashout using QT.

I hadn't played there, preferring other Rival sites, for some time and was really PO'd at myself for simply not clicking SPAM upon seeing their email. NEVER AGAIN! After all, even among Silverstone Overseas Ltd sites, DaVinci's (sic) Gold Casino only rates 11th out of 12 and of all 21 Rival sites, only 18th out of 21 in popularity.

I got so worked up over starting this thread that, afterword, I immediately went back to DaVinci's Gold, opened a bottle of Jack Daniel's, got a NICE buzz on, and played back every penny. F 'em in the neck! Life's too short!

 

[bernynhel]

From what I have read about Rival, it seems even the cream of the crop is below the standard of many of the casinos I play at already. TIV has been a special disappointment, since it now seems to be behaving the same as the rest, yet started out as though it wanted to be THE top Rival casino to play at.

Yeah, you're so glad to not be living in the USA. And I know what you mean about TIV - my only email from them in the last several months, and my reply:

To: (deleted by bernynhel)
Subject: Congrats!
From: support@thisisvegas.com
Date: Wed, 1 Jul 2009 02:02:17 -0400


Dear William,
Your thisisvegas account login is (deleted by bernynhel).
As a sign of our appreciation for your continued loyalty I have added a 100% Club Member Exclusive Promotion for you to enjoy at your leisure. Your promotion expires in 4 days so login now to claim and play!Kind Regards,

Alicia Harding
thisisvegas


So I check it out and ther's a 40X WR!! Add that to the BS above and how's that for balls thisBIG?!?

My tactful reply:

Fromdeleted by bernynhel)
To: support@thisisvegas.com
Subject: RE: Congrats!
Date: Thu, 2 Jul 2009 21:03:11 -0700

Have you lost your MIND???? 40X WR??? HAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHA!