Connect To Casino caution

[drhein]

I'd like to caution anyone thinking of taking Connect To Casino up on their very large percentage bonuses and "free chips".

I had a pretty boring Christmas this year so on 12/25/03 I redeemed their then $15 free chip and played for a while since I really do like the RTG games. I lost that "free money" but had fun, so I decided to make a deposit of $100.00 (merry Christmas to me) and try out ConnectTo Casino's then 550% bonus offer. Got my balance up to over $1600.00 after FINALLY meeting their WT requirements (verified with them via email) and requested a cashout via email on 1/5/04. The next day they emailed me back stating the request was "in process" and would take 2-7 days.

On 1/8/04 they returned $75.00 to my Neteller account with no explanation. I called and spoke to Nick at ConnectTo who informed me that I had redeemed a "free chip" prior to making the $100.00 deposit, so I was only entitled to cash out 5x the free chip, per the T&C on their web site. I informed Nick that I had lost that $15 in full prior to making the deposit, therefore that free chip's T&C would no longer apply. He then told me that their logs only show what happened before and after a "session" and that BECAUSE I DID NOT LOG OUT OF THEIR SOFTWARE and back on prior to making the $100 deposit, they do not show whether or not my balance was zero prior to making the deposit.

I have a very hard time believing that ConnectTo doesn't have better logs of transactions made in their casino. And apparently this information is available to them, if only via RTG themselves.
For the record, I've emailed them many times since my last call with Nick, asking for more information, better logs, etc., without a single response. ConnectTo Casino is at the very least guilty of negligent customer service... and so is RTG, as Mr. Staw has also not responded to my requests for logs.

I've already pitched my bitch with the Meister here and he is working on it but this is taking an awfully long time to resolve so I wanted to caution anyone else out there to be careful when dealing with these folks. At least LOG OUT of the software and back on each time you zero out or before trying to claim a bonus!

It's really too bad because the games were fun and I would have come back and probably lost money there next time. Funny thing is, they keep emailing me with bonus offers - LOL!

 

[jyde]

One of the newest members of this forum is the RTG director of engineering. I'm sure he can confirm if the RTG-logs are that bad.

I've always thought that RTG had one of the most advanced casino management systems. Perhaps I was wrong

 

[ftg]

He then told me that their logs only show what happened before and after a "session" and that BECAUSE I DID NOT LOG OUT OF THEIR SOFTWARE and back on prior to making the $100 deposit, they do not show whether or not my balance was zero prior to making the deposit.

I have a very hard time believing that ConnectTo doesn't have better logs of transactions made in their casino. And apparently this information is available to them, if only via RTG themselves.

This is bs and one of their excuses not to play. Most, if not all, RTG casinos can send you the play logs when you request. From the play logs, there are win/loss and balance.

Last year I tried to cash out a small win and after waited for 2 weeks, no process at all. send mail to them, no reply. complaint to the manager e-mail without details and the manager asked what happened; explained in details and then waited for another week with no reply from the manager. Finally I go back to the casino and lost the deposit and winnings. No more on this casino.

 

[drhein]

Just for clarification, Connect To Casino did not leave the money in my account. They only left the sticky bonus of $550.00. The rest was removed and shows in the history as a withdrawal, requested and approved, with a method of "MANAGER". I guess that means that the MANAGER can do whatever he wants with my money. Although I'm sure he doesn't see it as mine.

 

[connectocasino]

Response

As the readers of Winneronline are already aware Connect To Casino has a policy of responding to public complaints publically.

Drhein, you redeemed the $ 15 free chip at 12/25/2003 1:59:22 PM

Here's logs of all your sessions with Connect To Casino from 12/25/2003 1:58:57 PM to 1/6/2004 3:49:51 PM when the withdrawal was requested. Please show me where you zeroed out.

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As per our rules page located at :

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"Maximum payout on a free chip is five times the amount of the chip after meeting playthrough requirements. Your account balance will be reduced to zero after making the withdrawal. Any real money deposits and bonuses on those real money deposits will of course remain unaffected."

Hence you were paid $ 75 and the deposit ($ 100) and bonus ($ 550) were left unaffected which you continued to play with. I don't see why it has become a problem now over a month later.

FTG, please email me your username at john@connectocasino.com and I will look into your case personally.

Regards

John Spears
Public Relations
john@connectocasino.com

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[jyde]

These logs only shows start and end balances for each session. He can have zeroed out a zillion times but have ended up with a balance. Don't tell us you don't bother to check the detailed game logs to see if he zeroed out

I assume he is not a new player on December 25? First session start balance is 5 cent.

 

[drhein]

John,

Why do you wait until I post here to respond, and then only respond here on the board and not to my numerous emails? This isn't *just now* an issue over a month later. I've emailed your company and Keith Kane personally several times, with still no response. Have you been ignoring Casinomeister's emails too? I have been waiting until now because I was giving Connect To Casino an opportunity to resolve this matter privately. You've failed to do that.

This issue is, and always has been, that my balance was zeroed out PRIOR TO making the $100.00 deposit. I have requested detailed logs from RTG. You should have already done so yourself to resolve this.

 

[rbreen]

Same Problem

I had the same problem with Connect to Casino.
I deposit $100 and got $41 Free chip + bonus. I had a playthrough over $25000 and I had met the wagering requirements. I reguest a cashin for $11000 and only got 5 x $41 (free chip) = $205. The rest ($10695) "the manager" stole from me. I`m pretty new to playing casino but why do they offer free chips when I cant withdraw more than 5 times the free chips.
Ex. If I deposit $1000 I get $410 free chip and can only withdraw $2050 even I win $100000. Can someone explain this for me.

rbreen

 

[jyde]

Rbreen - that rule is not unusual. The casino simply won't give away to much money won on free chips. If you read the terms you would have known and probably not accepted the offer - or at least stopped playing when you reached the max withdrawable amount.

 

[caruso]

Connect have an irritating addition to the zero-out rule whereby you must LOG OUT or else the zero-out is not recognized.

I had a moderate-sized withdrawal here recently which I posted some comments about at WOL. That withdrawal has now been paid in its entirity, actually a fraction ahead of the agreed time frame.

 

[gamblinboi]

why do you people deposit AND play with free chips at the same time? and not even bother to read the rules?

 

[jyde]

Connect have an irritating addition to the zero-out rule whereby you must LOG OUT or else the zero-out is not recognized.

Does it say so anywhere in their terms?

 

[caruso]

Yes, they updated them to include it around mid-December. I had a ton of non zeroed-out back wagering, but fortunately my play was all prior to that date so John had it wiped clean.

 

[drhein]

Thanks for the info caruso - this was not in the T&C when I played in December. Of course I didn't print it out so there is no proof. An expensive lesson for me, to be sure.

Jyde - thank you for understanding what I was trying to say. I was beginning to think myself unreasonable for expecting them to be able to check some type of log that has a bit more detail!

 

[connectocasino]

drhein,

This term was added on December 12, 2003, 13 days before you played. The meister is well aware of this situation and that is why he probably did not respond to you.

I have already explained the reasoning for this rule at winneronline. Here it is one more time :

"The 'real money sessions' in the RTG software only records the starting and ending balances. It does not record zero outs if they happen while in session. Yes, we could run a DB report to look at EVERY play this person made. That would slow down the whole casino for 5 minutes because he's played quite a bit and it would take hours for a rep to go through all of them.

Now can you imagine what would happen if we didn't have this rule and we would have to do this for EVERY withdrawal request?"

 

[ftg]

That would slow down the whole casino for 5 minutes because he's played quite a bit and

Don't know why, but RTG casino operator just like to make comments/conclusion without well thought. Just recall Hamptons mouse movement record claim.

How can it be for 5 minutes? but not 1 minute, or 10 minute or 1 hour.

it would take hours for a rep to go through all of them.

I need 5 minutes at most to go through it. Fire the rep if it take hours.

Now can you imagine what would happen if we didn't have this rule and we would have to do this for EVERY withdrawal request?"

Many RTG casinos do not have this rule but they are running in good position.

And I can only imagine what is happening with this rule there.

 

[connectocasino]

Don't know why, but RTG casino operator just like to make comments/conclusion without well thought.

RTG casino operators are not the only ones guilty of this crime.

How can it be for 5 minutes? but not 1 minute, or 10 minute or 1 hour.

Because that is what it would have been in THAT particular player's case considering how much he had played at the time.

I need 5 minutes at most to go through it. Fire the rep if it take hours.

Really? Even if the player played slots and spun em about a million times? I say this because a lot of our players do even if this one didn't.

Many RTG casinos do not have this rule but they are running in good position

And so are we, WITH this rule. Go figure.....

And you never emailed me your username. I'm beginning to wonder if you ever played with us.

 

[ftg]

RTG casino operators are not the only ones guilty of this crime.

So you admit that you are one of them?

How can it be for 5 minutes? but not 1 minute, or 10 minute or 1 hour.

Because that is what it would have been in THAT particular player's case considering how much he had played at the time.

I mean how can you conclude with such a specific number? and that specific number definitely is affected by a few external factors, for example, the number of players online, the number of games being played etc.

Since you know doing that will slow down the servers, you'll probably don't do it quite often which means you are not really know how long it will take. You are just wild guessing.

I need 5 minutes at most to go through it. Fire the rep if it take hours.

Really? Even if the player played slots and spun em about a million times? I say this because a lot of our players do even if this one didn't.

Looking at what the log you have posted here, I don't think the player played a million hands.

Again, you don't have the number of hands played since you said you won't generate the game logs. ?????

A simple question for you:
A player played at your casino for 10 days. The first day he played 1 hour, second day 2 hours, 3rd day 3 hours ...and so on. For how long the game log generation will slow down your server?

Many RTG casinos do not have this rule but they are running in good position

And so are we, WITH this rule. Go figure.....

How good are you?

And you never emailed me your username. I'm beginning to wonder if you ever played with us.

I just e-mail you my username, as requested. I didn't send you becasue it's not my priority and I don't think you can do anything with my account. There is no money there and no activities for a few months. Again, no more guess/wonder but go with the fact please.

To be fair, my BAD experience with your casino is when (I believe) you are not with them. It might be better now but from what I read, ignoring e-mails from players are still common.

 

[connectocasino]

I don't think you can do anything with my account. There is no money there and no activities for a few months.

FTG,

There is money there now. We comped you the equivalent of your last deposit ( $ 50) for all your trouble.

I am confident you will find the service is much improved and the new bonus program is bigger than ever. Check it out :

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[jyde]

Mr. Spears - what are you planning to do with drheins case?

It's not like he didn't meet your terms - he DID zero out and I'm sure he can tell you in what session it happened.

ZERO OUTS

A zero out is defined as any balance of $ 1 or less. Playthrough requirements carry over if you don't zero out and redeem 2 or more bonuses.

**Please ENSURE that you logout after zeroing out and depositing again otherwise the zero out will not be recorded**


Your terms about zeroing out ARE pretty clear - the logging out part is just a technicality with no relevance to the essence of the promotion. Of course the zero out is recorded and if drhein tells you in what session it happened I'm sure it can be easily found.

I understand you prefer people log out because it's easier - but treating people badly because of an oversight isn't fair and can't be good for business. As I recall you got some heat because you DIDN'T tell people to log out when you first had this promotion? Isn't this correct? Aren't we all allowed to make mistakes? Afterall - allowing one mistake would have taken less time than what you've wasted in this thread.

 

[drhein]

As I recall you got some heat because you DIDN'T tell people to log out when you first had this promotion?

Jyde raises a valid point here - how did your computer system handle zero outs prior to December 13? Did you do a massive DOWNGRADE of your system on that date? You are requiring people to play through 30X deposit AND bonus as a WT requirement - you didn't think that might tax your inadequate computer sytem just a little?

FYI, yes, I had played at Connect To Casino before 12/25. I received the $15 free chip offer in email. It was only good on December 25. They called it a "Christmas present". So my balance was .05 before redeeming the $15. I WAGERED AND LOST THAT $15 FREE CHIP IN FULL in the very first session in the first picture of the logs of my play which you have so nicely posted publicly here for everyone to see. I then redeemed the 550% coupon and deposited $100.00, within that same session. That's why my balance was over $800.00 at the end of that session.

I'm also curious, Mr. Spears, how incidents like this are reported to your auditors. Do you let them know how much money you screw people out of each month via MANAGER WITHDRAWALS, so they can take that into account in your payout percentages? I'd also still like answers to my other questions, such as why it took me posting this here to even get a response at all from your company.

 

[connectocasino]

Mr. Spears - what are you planning to do with drheins case

Nothing. She lost her money a loooong time ago. We comped her $ 50 even though she complained after she lost her money. I really don't know what else we can do about this case.

And I'm saying it one more time, please read the rules before you play. No exceptions will be made under any circumstances. You do need to log out after you zero out. No special treatment (such as what Jyde was suggesting) will be offered to anybody. Neither I nor anybody else can help you if you don't follow the rules.

Jyde raises a valid point here - how did your computer system handle zero outs prior to December 13?

We used to run detailed reports such as the ones that have been mentioned in this thread. We stopped doing that because it was causing an overload on the system and introduced this rule.

 

[jyde]

As far as I remember you enforced the rule without mentioning it on your website.

 

[caruso]

I believe that all requests for wagering re-sets on non-recognized zero-outs before the rule was written into the T & C were honoured. What the verification process was in these cases, I have no idea. Maybe they just took the players' word for it?

It's seems a bizarre rule, but since what I know about I.T. could be written on a pinhead with a crowbar, I'll give them the benefit of the doubt.

 

[connectocasino]

I believe that all requests for wagering re-sets on non-recognized zero-outs before the rule was written into the T & C were honoured.

Thank you Caruso.

Jyde, a message was posted on the website on the lines of :

Any or all players that have requested their withdrawal before December 13, 2003 need not follow the "log out after zero out rule" and need to email withdrawals@connectocasino.com to get their withdrawal processed.

We ran detailed reports for all those withdrawals one last time and determined who qualified and who didn't. After that, all players (except drhein of course) have followed the log out rule and we've had minimal complaints.