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Casino Complaint casinorewards Yukon Gold Casino

Discussion in 'Other Complaints' started by dawn2012, Feb 16, 2012.

    Feb 16, 2012
  1. dawn2012

    dawn2012 Quit Gambling

    Occupation:
    Not Working At the moment
    Location:
    England
    I joined a casino called Yukon Gold Casino from casinorewards.com, I wasn’t sure if my partner joined it before so I went on their live support to ask if The account I had vygr0129782819 was it ok to play with and if I was to win will I have any problems, They replied on the live chat as (Yes indeed. You can use UKash no problem. And withdrawals would be processed normally.)

    I took this like any one would and decided to play it, I then went on to win over £1,000 pounds, I placed my withdrawal and now I get an email saying this (Our systems have detected that multiple Casino accounts have been created using your PC, email address or personal details.

    We understand this is often accidental, however the Casinos terms and conditions do not permit more than one real account per household, personal computer or e-mail address. This is necessary in order to reduce the casino's exposure to online losses.

    Due to this your account has been closed and the bonus and winnings have been confiscated. Your deposit will be refunded to you.

    I find this very upsetting after being told that my account would be just fine.

    Can you please look in to this for me A.S.A.P?

    Best Regards
    Dawn

    Chat Transcript Below!

    Check out the article while you wait for the next available operator. Click here

    You are now chatting with Valentin. Would you please enter your name next to the OK Button below and press OK.

    Valentin: Welcome to the Casino Rewards support chat. How are you doing today?

    you: Hi Im tring to add my credit card to make more deposits but it will not let me

    you: You have reached the maximum number of cards that you may register.

    you: I haven't even added one

    you: u there

    Valentin: YEs I'm here. Let me check this out for you =)

    you: ok ty

    Valentin: Can you please confirm your Casino account number for me?

    you: vygr0129782819

    Valentin: Ok thanks

    you: is it because i used ukash

    you: I want to add my credit card

    Valentin: Ok let me see..

    you: ok

    Valentin: Ok It seems that you are not able to use credit cards on the casino at the moment.

    Valentin: but you can use any form of prepaid method.

    Valentin: Ukash will do just fine =)

    you: is there a problem with my account

    you: but can I still play this casino acount and use ukash, and if i win, i will be able to withdrwal

    Valentin: Sure.

    you: Sorry I say It again, my keybord playing up

    you: Just want to be told all ok to still play this account

    you: can I still play this casino acount and use ukash, and if i win, i will be able to withdrwal

    you: Please just Answer that for me

    you: just need to to say yes thats all lol

    Valentin: Yes indeed. You can use UKash no problem. And withdrawals would be processed normally.

    you: Thank you Valentin

    Valentin: It's just credit card that you can't use right now.

    Valentin: Most welcome Dawn. =)

    Valentin: Is there anything else at all that I may be able to assist you with?

    you: Thank you I do really appreciate it
     
  2. Feb 16, 2012
  3. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    You asked if the account was OK to play with.....you did NOT ask if your partner had an account, or if anyone else had an account at your address.

    The rep, seeing your account was open, would of course say it was OK. You didn't say anything about why you were asking.....perhaps deliberately,perhaps not.

    If you were unsure whether your partner had an account, you should have asked your partner before playing. Its just common sense and would have avoided the whole situation.

    I don't think you have a case as you knew there was a risk that someone else in your house had an account, and you didn't bother to check.
     
    2 people like this.
  4. Feb 16, 2012
  5. spoton

    spoton Senior Member webmeister

    Occupation:
    Student
    Location:
    Right behind you
    Was it an email bonus offer from them that made you sign up, or did you just find them yourself? If they sent you one of those personalised emails with bonus offers id say that they should have checked if you were eligible for it before, and therefore you should be paid. You were a bit vague talking to the live chat though.
     
  6. Feb 16, 2012
  7. IanO

    IanO Regular Human

    Occupation:
    Marketing and promotions
    Location:
    Ireland.
    I'm sorry but I'd have to agree with Nifty and spoton here. If your concern was that your partner may already have an account there, then that's what your question should have been. Or you could have just asked your partner. :rolleyes:

    The casino MAY show some leniency based on the chat transcript, but in all fairness I think it's more likely that this will just become an expensive lesson for you.
     
    1 person likes this.
  8. Feb 16, 2012
  9. PNEFOREVER2

    PNEFOREVER2 Senior Member MM

    Occupation:
    Parcel Sorter.
    Location:
    Preston,lancs
    Agree with the above posts.

    Although,would the casino staff be able to see that there was already an account in that household at the time of this chat even though the specific question was never asked?

    Seems pretty sly if so,all too often this "oh there are 2 accounts in your household therefore you forfeit your winnings" excuse is used too often when A) I bet they could tell you there's already an account under your IP-but never do,and/or B) sometimes say you must ask before a 2nd account is opened if someone else is already playing 1 in your house.

    I mean,what good would the latter do? Seems thats only used AFTER you win something and is something of an escape route for the casino.

    You could bet your bottom dollar if you asked beforehand they would say yes you could go ahead and open an account.
     
  10. Feb 16, 2012
  11. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    It is unlikely that frontline support drones would be able to access the casino backend where the security systems are......if the OP asked them to check for other accounts at their address they could possibly have been able to, but the OP made no reference to anything of that nature. He just asked "can I play" and he received the correct answer.

    It's nothing to do with "escape routes" or anything of the sort. It's a simple breach of the rules which could have been prevented by the OP actually bothering to confirm whether their partner also had an account. You don't necessarily need to "ask" before you open it, as you could open one from anothe PC in the same house, and nobody has suggested the casino opened an account for them whilst knowing they would never pay.

    I realise you have been caught under the multiple accounts per household rule at another casino, but it's no reason to start making accusations that the casino is doing something underhanded when the evidence suggests it is the players fault entirely. You have NO way of knowing what the casino would have said if he asked beforehand about their partner, so suggesting they would say "yes" and deliberately rip the OP off is completely unfounded.

    It doesn't make sense to say that you "agree with the above posts" and then suggest the casino is/might be out to do a number on the player...??
     
    1 person likes this.
  12. Feb 16, 2012
  13. PNEFOREVER2

    PNEFOREVER2 Senior Member MM

    Occupation:
    Parcel Sorter.
    Location:
    Preston,lancs

    You evidently didn't read my whole post then.First line?

    2nd line was a question,not an accusation.

    My point in the latter half of the post I was trying to make,is if I had asked beforehand knowing someone else was playing an account under the same IP as myself would they say yes in allowing me to make my own account?

    I bet they would.Yet when you genuinely have no idea someone else has an account in your household,and you have won something it then go's against you.

    As it did with me.

    This isn't a rant about all casinos being evil at all Nifty,its a fact,an unfortunate event I found myself in.God knows I have made many posts praising casinos on here-and not just when i win.
     
  14. Feb 16, 2012
  15. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    If you notice, I removed the last line from my post as I thought better of it so we'll put that aside.

    From experience, if you asked a live chat rep about whether someone else had registered under the same IP or machine ID etc, they would almost certainly refer you to their security department, where you would have to send your IP/machine details for them to check. Live chat reps can usually check simple things like addresses, but only if they are asked, and only if their privacy policy allows. In most cases, as I said, they would refer you up the chain.

    So, the answer to your question is that no, they would not allow you to open an account if you asked beforehand about the IP etc....unless management confirms in writing that they will accept your bets and pay out regardless. Some casinos allow it if permission is obtained beforehand, some do not. Problem is, in the OP's case they already setup an account and didn't mention anything to the chat rep about other accounts in the household, so there is no way the chat rep would think to check the address etc as they had no idea why the OP was asking if his account was "OK to play". As I said, it almost seems like a deliberately hazy question to illicit the "yes go ahead" response so they could use it as a defence if they won. Nobody I know would go ahead and play anywhere if they had any inkling that there might be problems with other players in the household....and the OP had more than an inkling.

    If you genuinely have no idea at all that someone else in your house has an account, then that is a case where some casinos might be flexible if no fraud was intended. Otherwise, it's just one of those things that you have to cop. I'm the only person in my home who plays, but I've lived in shared accommodation before and always asked my housemate if they had an account where I was signing up because I knew that they gambled. Seems like common sense to me.

    Fair enough comment about you not always complaining, but recently you do seem to have a bit of a bee in your bonnet about casinos, hence the comment which i later withdrew and I apologise for.
     
    3 people like this.
  16. Feb 16, 2012
  17. PNEFOREVER2

    PNEFOREVER2 Senior Member MM

    Occupation:
    Parcel Sorter.
    Location:
    Preston,lancs
    Only about 2 casinos,maybe 1 I was a little harsh on and was due to my own impatience.The other that you have already referred to was in my eyes justified (course it would be lol),especially as I had my account first and had no idea the brother had opened one.
     
    1 person likes this.
  18. Feb 16, 2012
  19. BustedFlush

    BustedFlush Account suspended until further notice

    Occupation:
    Driver
    Location:
    Midlands
    Of course Yukon God, upon spotting the 2 accounts in a house, would have immediately e-mailed the OP and refunded 500 bucks had the OP lost that............
     
  20. Feb 16, 2012
  21. dawn2012

    dawn2012 Quit Gambling

    Occupation:
    Not Working At the moment
    Location:
    England
    Yes It was from an email they sent to me...
     
  22. Feb 16, 2012
  23. dawn2012

    dawn2012 Quit Gambling

    Occupation:
    Not Working At the moment
    Location:
    England

    Yes, maybe I should of asked that question but I really thought if there would be a problem they would of told me there and then surely, I say this because me and my partner have our own Ladbrokes accounts, this was allowed after asking Ladbrokes the same thing and they told me that my partner has an account but it will be fine to open my own account.

    Some times it’s hard for me to ask my partner as his away on duty.
     
  24. Feb 16, 2012
  25. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    Maybe they could have told you there was another account in your household, but you'll never know because you didn't ask them.

    I sincerely doubt that you just said to ladbrokes "is my account OK to play" and they just assumed you meant that your partner had one and you wanted permission for yourself to have one as well, and they said "yeah go ahead". You can't expect people to read your mind and answer questions you don't ask.

    You just need to accept that you did the wrong thing. You rolled the dice on whether your partner had an account and lost. A little patience and a quick email asking them to cross check your ip and address would have prevented the whole thing....you can't expect the casino to make exceptions for you when you didn't bother to check things out first.

    It's not a case of MAYBE you should HAVE asked specific questions.....its a case of you DEFINITELY should HAVE asked. You don't appear to be new to online casinos, and you're obviously aware that multiple accounts in a household are a no-go, so you need to move on and take it as a lesson learned.

    @bustedflush

    You know full well that things like IP addresses and MAC IDs are only checked via the backend at cashout time. AFAIK the OP didn't say her deposit wasn't refunded, and when these situations occur most casinos will refund deposits, so what's your point?

    If you want new accounts to be screened individually before the first deposit so this situation can't happen, then I assume you're also OK with waiting days to be able to play after signing up? Unless every online casino implements this at the same time, its never going to happen, as players will just go play where they dont have to wait days to get started. It would be financial suicide. So, the next best option is the way things are now i.e. a mix of checking accounts at first cashout and some onus on the player to make sure they abide by the rules that they agree to at signup, like not having more than one account in the house.

    I have no respect for Casino Rewards let me tell you, but in this case they are totally justified as the player did not make reasonable efforts to avoid breaching their terms.
     
    2 people like this.
  26. Feb 17, 2012
  27. Realitybitez

    Realitybitez Experienced Member

    Occupation:
    Cati Interviewer
    Location:
    New Zealand
    Oh dear:eek2: You asked if it was ok to have an account. You didn't ask if anyone else had an account in your home. In fact, the emphasis in your conversation seemed to be whether you could play with the account you had created. The best thing would of been to mention that you weren't sure whether your partner had an account there, and how could you check. And then they would of done the checking for you.

    Im sorry:( but you'll not going to get anywhere with this. It sounds like you knew that your partner probably did have an account but you thought that if you got the CS to say it was ok to play with this account, then it was written in rock.

    Even though partner had account, CS said it was ok to play. Therefore it was ok. When it reality it is not ok.

    My apologies if this sounds abit harsh, but thats how it seems:oops:
     
    2 people like this.
  28. Feb 17, 2012
  29. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    I know when I get mails from Casinorewards I have all my accounts at every casino listed. Don't everybody get that?
    I don't mean the constant spammailsoffers you get from every casino in the group to sign up again, but the ones from Casinoreward.

    I did found out from one of those mails that I had signed up twice in one casino in the group:oops:
    I just went in and ask them to close one of them. No problem at all.
    Nope, I don't play there but I can if I want to.
     
    1 person likes this.
  30. Feb 17, 2012
  31. dawn2012

    dawn2012 Quit Gambling

    Occupation:
    Not Working At the moment
    Location:
    England



    Well I just thought from someone doing that job would of checked all that for me, when someone asks is this account ok they should do all checks, please remember I only started asking if my account was ok to play on because I couldn’t add a credit card, so that’s why I was concerned in the first place.

    Over £1000 is a lot of money to lose when you have a 1 year old baby and I could really do with that now as I have to find a new place to live because the landlord is selling up.

    This really makes me lose faith in humanity.
     
  32. Feb 17, 2012
  33. spoton

    spoton Senior Member webmeister

    Occupation:
    Student
    Location:
    Right behind you
    If it was an email because you been registered at other casinorewards casinos i feel the case is kind of different. They should do some checkups before sending out all those spammish mails they do send out. When they decided to do such a stupid thing they should take some of the responsibility if you ask me.
     
  34. Feb 17, 2012
  35. dawn2012

    dawn2012 Quit Gambling

    Occupation:
    Not Working At the moment
    Location:
    England
    Thank you so much, makes me feel better that you agree they should do some checkups before sending out emails, they are now even denying sending out that email to me that I still have in my email box.
     
  36. Feb 17, 2012
  37. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    You still aren't getting it.

    It's YOUR fault that you created a second account in your household. It doesn't matter who sent what email....I get emails all the time inviting me to places I already play. It doesn't mean I think "oh cool I can make another account and they'll have to pay me because the email offered it to me etc". Come on. The whole idea is absurd.

    The CSR WAS doing their job perfectly. In regards to the email you received, how on earth is the casino supposed to know someone's partner has an account based on an email address?? It's a ridiculous suggestion. The bottom line is that it doesn't matter what email you receive, the terms of use that YOU agreed to clearly state only one account per household....and you kinda knew creating another account might be breaking the rules, so you should have been even more aware.

    It continually disturbs me that so many players refuse to take responsibility for their own actions, and how many jump on the bandwagon accusing the casino of entrapment and other such nonsense.

    It's not a case of accidentally breaking the rules without knowing. It's not a case of a casino digging up an excuse not to pay. It's a case of someone taking a risk and losing.

    Also, if you have a 1yo and are so desperate for money, why were you gambling in the first place? You didn't lose $1000.....it was never yours to begin with. I always have sympathy for those doing it tough, but not when they're gambling what they obviously cant afford to lose. At least you can now put your returned deposit towards your family.
     
    2 people like this.
  38. Feb 17, 2012
  39. dawn2012

    dawn2012 Quit Gambling

    Occupation:
    Not Working At the moment
    Location:
    England


    I don't think £40 deposit will break the bank, I was clearly saying I could do with the £1000 I won, and I play for entertainment purpose only winning is a bonus, just like when some people decide to go out to the pub or a football game for entertainment purpose, I’m sure there are many people on here with children that play.
     

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