Casino Complaint confiscating my winnings

player2012

Dormant account
Hi, I opened an account at Virtual Casino, got a bonus offer but I had to deposit in order to play the bonus. So, I made the deposit and after fulfilling the requirements (played 30 times bonus) I won 200E and just when I wanted to withdraw my winnings, they announced me that 5 years ago I had another account with them, so they closed my accounts and confiscated all my winnings!
I didn't even know I had another account with them. They could've let me know when I opened the second account, but no, they ask for the deposit in order to get the bonus, they just let me play and when I won - they noticed the other account!
It is true that the deposit was only 1E, but think about it: if a million people will deposit 1E and after that they'll have their accounts closed! Nobody will sue them for 1E or 1$, right?
I've sent them a message and I asked them why they did not announced me (like any other casino) that is already an account on my name, e-mail, home address or my IP.
The answer was that the software can not detect if someone has an another account, even if the personal details were the same!!!!! home address, e-mail, IP, etc.
And I wonder how they found the second account when I tried to withdraw money?
 

chuchu59

gambling addict
PABnonaccred
CAG
Hi, I opened an account at Virtual Casino, got a bonus offer but I had to deposit in order to play the bonus. So, I made the deposit and after fulfilling the requirements (played 30 times bonus) I won 200E and just when I wanted to withdraw my winnings, they announced me that 5 years ago I had another account with them, so they closed my accounts and confiscated all my winnings!
I didn't even know I had another account with them. They could've let me know when I opened the second account, but no, they ask for the deposit in order to get the bonus, they just let me play and when I won - they noticed the other account!
It is true that the deposit was only 1E, but think about it: if a million people will deposit 1E and after that they'll have their accounts closed! Nobody will sue them for 1E or 1$, right?
I've sent them a message and I asked them why they did not announced me (like any other casino) that is already an account on my name, e-mail, home address or my IP.
The answer was that the software can not detect if someone has an another account, even if the personal details were the same!!!!! home address, e-mail, IP, etc.
And I wonder how they found the second account when I tried to withdraw money?
There are times when even Virtual is not entirely wrong. If you had an account with them and got the signup bonus then they are right to deny your winnings. That said, you should be asking them more details about your previous account eg whether it was Virtual or others within the group such as Prism, Cool Cat, Slots of Vegas. If it was Virtual you are screwed big time. Otherwise, they cannot confiscate your winnings if say you opened an account at Cool Cat and got the signup bonus.

Frankly, they obviously view you as a hit and run player as 200E is nothing to them and they might just pay you in the hope you will deposit ore and screw you later. It seems you are of no value to them.
 

PNEFOREVER2

Senior Member
MM
I saw someone comment on a thread other day to say they kept note of which casino's they had signed up to.

Might be useful, as might be the rogue list as others have pointed out. I'd take it on the chin, I guess even the most seasoned of gamblers have had issues like this, happens to the best and the worst of us.

Least it was only 200 Euros, think - it could have been much worse, seen threads like this where people won close to £2000 or more. In contrast you haven't been hard done by.

EDIT: You joined here November 2012, in that 7 months that's passed you MUST have stumbled upon the rogue list, if ever playing/signing up to a casino for the first time the very first thing I do is visit this page. It's there for a reason - use it.
 

player2012

Dormant account
I probably had an account at Virtual Casino City, but 5 years ago........even so, I don't think they had the same bonus offer for 5 years. I do not comment on their terms&conditions, they are probably normal, but it bothers me how they apply those terms! only when it suits them. When I made the deposit I gave them my personal details, right? so they knew right away that I have two accounts but they choose not to announce me, perhaps hoping I'll make additional deposits.
It is true that I won only 200E, not the amount is important but the principle of deceiving the customers.

Their first answer was " the casino software is not able to conduct extensive screening on every account registration" and the second was "Our systems have detected that multiple Casino accounts have been created using your PC, email address or personal details"
So, the first answer is valid when a customer makes a deposit and the second answer is valid when the customer is winning, am I right?

I'll make sure to check the rogue list from now on.
Thanks anyway for your answers.
 

mathsboy1975

Senior Member
webmeister
I wonder did you open this account with the same address, email, or phone number that you had for your old account? If that is the case I would imagine that they would automatically block your attempt to create another account - I have certainly had that happen in the past when I had a very old ladbrokes account that I had not used for years whose details I had forgotten and tried to open a new one - the attempt was rejected instantly as my phone number was the same. If all of your details were different other than your name and date of birth then I would imagine it harder to detect you are the same person and the lack of automatic account creation rejection is more understandable.
All of that aside, multiple accounts are usually not allowed so as you have admitted that you did already have an account (and took sign up bonus) with them I cannot see why their behaviour seems unreasonable to you.
 

Jasminebed

Grumpy old gal
I've often asked if I have an account when signing up. There are many casinos with similar names, and I confess that when I first started, I didn't always keep really careful records either. The casino will either re-activate your old account or close it and ask you to open another. Keep a record of that chat (or confirm by email if you use the telephone).

The OP referred to Virtual Casino City... I'm wondering if he meant Virtual City Casino, which is a Casino Rewards member? I've had that deposit $1 offer from a few in that group (as well as spam for it at ones I already belong to).

Either way, the OP is not entitled to the winnings. He should have any deposit returned though. Even if it was another deposit $1 get $20 offer from CR.
 

chuchu59

gambling addict
PABnonaccred
CAG
I've often asked if I have an account when signing up. There are many casinos with similar names, and I confess that when I first started, I didn't always keep really careful records either. The casino will either re-activate your old account or close it and ask you to open another. Keep a record of that chat (or confirm by email if you use the telephone).

The OP referred to Virtual Casino City... I'm wondering if he meant Virtual City Casino, which is a Casino Rewards member? I've had that deposit $1 offer from a few in that group (as well as spam for it at ones I already belong to).

Either way, the OP is not entitled to the winnings. He should have any deposit returned though. Even if it was another deposit $1 get $20 offer from CR.
You are probably right Jazzy. It might have been Virtual City casino as the infamous CR group has a promo of deposit $1 get$20. That would probably mean the OP claimed the same signup bonus at another CR casino. As far as I know they allow signups at several different casinos but only one signup bonus across the board. The OP is likely to know this and deposited $1 some time ago at another casino to take advantage of the promo with minimal risks.
 

Jasminebed

Grumpy old gal
As far as I know, CR does allow multiple sign-up bonuses, but only one ND bonus and only one SUB unless you have deposited:

viii.In the event that the Player has not made a deposit at this or any other Casino Rewards member casino, you may not redeem more than one sign up bonus within the Casino Rewards network, regardless of the individual casino offering the sign up bonus.
 

player2012

Dormant account
As far as I know, CR does allow multiple sign-up bonuses, but only one ND bonus and only one SUB unless you have deposited:
Well, it wasn't a ND bonus as long as I deposited $1.
And yes, I used the same computer, same IP, same home address, same phone number.
But, I had a similar bonus on another casino, with a different name. Am I supposed to know that those casinos are connected?
Wouldn't be easier and more accurately for the casino to reject instantly a multiple account? Or at least to inform you about the other account you have?
Once again, I do not comment the terms but the way they use to remember those terms & conditions only after you deposit, after you play and only if you win some.
 

player2012

Dormant account
And yes, I am talking about Virtual City Casino.
They have sent me tens of e-mails with that bonus offer(they did not know that I'm already a member?).
And when they void my winnings they didn't return any deposit to me nor asked me if I want to close one of the accounts and stick with one only.
 

chuchu59

gambling addict
PABnonaccred
CAG
And yes, I am talking about Virtual City Casino.
They have sent me tens of e-mails with that bonus offer(they did not know that I'm already a member?).
And when they void my winnings they didn't return any deposit to me nor asked me if I want to close one of the accounts and stick with one only.
Don't just blame them. Did you ever join a casino under their flagship eg Blackjack Ballroom, Golden Tiger etc. , deposited $1 and got a $20 bonus? You may have forgotten the casino name but you are likely to recall participating in such a tempting promo.
 

player2012

Dormant account
Yes, I already said that, I did have sign up but with Quatro casino. How was I supposed to know it is their flagship? Or why? I am just a player. You see the bonus, you take the offer!
There are hundreds of casinos out there, so, a player is supposed to spend hours, days, weeks to do research about their partners before joining a casino? Especially that many casino have similar offers without being connected, on the contrary, they are competing, trying to win customers.
 

Andy Walker

Full Member
Yes, I already said that, I did have sign up but with Quatro casino. How was I supposed to know it is their flagship? Or why? I am just a player. You see the bonus, you take the offer!
There are hundreds of casinos out there, so, a player is supposed to spend hours, days, weeks to do research about their partners before joining a casino? Especially that many casino have similar offers without being connected, on the contrary, they are competing, trying to win customers.
I see a worrying trend of taking money first and then a verification process later when a withdrawal is necessary, not saying the casino is to blame or the OP, this is complicated but for ease any possible understandings should be called upon at the start.

I see signing up to a Casino as a binding contract between both parties and suggest the due diligence side be the onus of a said business.
Yes T&C’s will be buried away in the help files/ FAQ’s that defer the burden of responsibility but come on transparency would be best suited.

Reminds me of this

 
Last edited by a moderator:

chuchu59

gambling addict
PABnonaccred
CAG
Yes, I already said that, I did have sign up but with Quatro casino. How was I supposed to know it is their flagship? Or why? I am just a player. You see the bonus, you take the offer!
There are hundreds of casinos out there, so, a player is supposed to spend hours, days, weeks to do research about their partners before joining a casino? Especially that many casino have similar offers without being connected, on the contrary, they are competing, trying to win customers.
I wont be spending my time sifting through the terms but I believe there is one which states that only one signup bonus is to be allowed throughout their whole range of casinos so it is up to you to find out. Claiming ignorance in this case isn't really on.
 

Blathaon

Senior Member
I wont be spending my time sifting through the terms but I believe there is one which states that only one signup bonus is to be allowed throughout their whole range of casinos so it is up to you to find out. Claiming ignorance in this case isn't really on.
From their T&C's

In the event that the Player has not made a deposit at this or any other Casino Rewards member casino, you may not redeem more than one sign up bonus within the Casino Rewards network, regardless of the individual casino offering the sign up bonus.
 

Andy Walker

Full Member
I wont be spending my time sifting through the terms but I believe there is one which states that only one signup bonus is to be allowed throughout their whole range of casinos so it is up to you to find out. Claiming ignorance in this case isn't really on.
In whole fairness most people just see the lights flickering, yeah the advantage players would know their stuff, but it does take time for a new player even from a old account to know the complicated T&C's.

There seems to be a little core here on the forums that have with gained knowledge they have garnered that would be delighted to brink one up-one-ship to best indicate a new players wrongness and naivety.

And with balance a chancer that just found this place to moan about one single issue, I guess I maybe getting the way here, using fuzzy logic here that does not really represent this thread as an answer but merely thoughts possible :p
 

mrmark21

Meister Member
I wont deposit at any of the casinos within the CR group, not just because they arent accredited, they mislead potential customers through emailing/offering certain bonuses to Australian players for casinos within their group australians cant play. Vegas joker casino starts downloading whenever i think im downloading a different casino.

They cant offer good bonuses? Then dont mislead customers. Wouldnt touch any of them.
 

Andy Walker

Full Member
I wont deposit at any of the casinos within the CR group, not just because they arent accredited, they mislead potential customers through emailing/offering certain bonuses to Australian players for casinos within their group australians cant play. Vegas joker casino starts downloading whenever i think im downloading a different casino.

They cant offer good bonuses? Then dont mislead customers. Wouldnt touch any of them.
If they are pro's then they would have a filter to prevent emails offering people that can't take them?
 

mathsboy1975

Senior Member
webmeister
In whole fairness most people just see the lights flickering, yeah the advantage players would know their stuff, but it does take time for a new player even from a old account to know the complicated T&C's.

There seems to be a little core here on the forums that have with gained knowledge they have garnered that would be delighted to brink one up-one-ship to best indicate a new players wrongness and naivety.
I think that your statement above is a little unfair. Bottom line is that it is a players responsibility to read terms and conditions attached to any bonus. If you break a condition attached to a bonus you can have no cause to complain when the casino do not pay you the "winnings" you made with the bonus.
I have done similar things to the OP before - read 50% of the T&C and then sign up only later to find out that I have broken some term or did not qualify for the bonus in the first place - in such cases I do not blame the casino I blame myself. If the casino is at fault then a player will find support and advice here, but if it is down to player error/apathy then what can anyone do other than advise to read terms more carefully in future??
 

Users Who Are Viewing This Thread (Users: 0, Guests: 1)

Top