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Credit Card prob at Casino-on-net

Discussion in 'Casino Complaints -- Archive through Dec 2001' started by Jrmarinho, Feb 7, 2001.

    Feb 7, 2001
  1. Jrmarinho

    Jrmarinho Guest

    My wife and I Played on the casino ( casino-on-net.com ) on 01/20/2001 and deposited and lost $200.00. The deposit was accepted and no incident arose over the loss. Some time later we logged on again and deposited $300.00 and after playing awhile managed to win $5050.00. We cashed in and later recieved an e-mail saying our accounts were closed.
    Upon contacting the casino several (10+) times and recieving very vague responses as to what is occuring with our cashout, I come to find out that they had no intention of honoring our winnings. They did offer, however, to return the $300.00 deposit. They never mentioned the $200.00 deposit and to this day (02/02/2001) they havent credited that back to my account. In other words they're keeping the money we lost.
    They never sent me documentation stating that "I could no longer play on the casino or that my account was permenantly closed". I didn't falsify information ( Why would I? A check or bank account has to be in my name if I'm going to cash it) and when ommunicating with thier Security supervisor I've recieved vague and undetailed responses.
    His reasons as to why they are not going to credit us with the winnings are unjustified and have no merit. I submitted documentation that they had requested at an earlier time but they claim they never recieved it. I offered to submit it again, but they never responded to that idea. It all seems fishy to me. This Casino does not have a telephone # and all communication was done electronically. Prior to this I've recieved solicitations to play, If I used a card that was near or pushing above its' limit I would recieve a "Decline Notice' that contained invitation "try another credit card", and if I lost they kept the money. Now I finally win an they refuse to pay me. Is this right? Is this Fair? Plaese tell me!

    If you don't want to get stiffed on a Bet stay off of CASINO-ON-NET !
  2. Feb 8, 2001
  3. dave_r

    dave_r Dormant account

    Don't give up. C.O.N does have a phone #. Its not toll free, but I have called it myself so I know it exists. I'll try to get it for you.

    1)Contact the IGC and file a complaint.
    2)Post this same message on www.gambling-links.com
    Joel, the webmaster, advertises these guys, but he gives a damn about player complaints like this, and will above and beyond to help you get paid.
    3)Contact the software provider- Random Logic in Israel and demand a full audit trail. As an IGC member, Random-Logic is required to make this available. This company is located in Israel. I will try to get you thier phone #. Since you have a real chance at 5000 its worth paying 50-100 for the long distance call to Israel.
    4)Go to www.gamblingcommunity.com and click on Gamblng Grumbles. Then file a complaint against C.O.N. This site will also go above and beyond the call of duty, and if the casino accuses you of fraud, they will attempt to make the casino substantiate this.
    5) Last and most important of all -- Become a member of the OPA, and file a complaint. It costs $25, but the OPA is probably your best hope of getting your funds. Still there are no guarantees.
  4. Feb 8, 2001
  5. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    I've just contacted Casino-on-net to see what they have to say. I would like to have this ironed out immediately since we have been considering whether we should recommend them or not.

  6. Feb 12, 2001
  7. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Dear Bryan,

    This is Dylan DeSilva, Security Supervisor at Casino-On-Net. I would
    like to thank you for allowing me time to respond.

    Mr. Marinho has wrote you that he and his wife played in our casino on
    the 01/20/2001 and deposited $200.00 in one account and then opened
    another with $300.00. He goes on to state that the accounts were then
    closed and that when he contacted us he received "vague responses" as to
    the reasons why. What he has not informed you about is that he has been
    a client of ours since the 03/18/2000 and has played before in the
    casino. On the 07/18/2000 he received a notice from another member of
    the Security Team at our casino informing him that a credit card that he
    had used to make a deposit with us was not in his name. When this occurs
    we view it as a potential fraud case, as the person may be using a
    stolen credit card, and ask the client for documentation to verify his
    name and address. Mr. Marinho was asked for this documentation and was
    told that for Security reasons his accounts will be closed until he
    could provide us with this. He then wrote us on the 07/19/2000 stating
    that he was unaware that guests could not play on someone elses account
    and was again told by Mr. Dell of the Security Department that in order
    for his accounts to be reopened he will have to send us the documents

    These documents were never sent although he keeps suggesting to do so.
    Mr. Marinho also found a very convenient excuse of claiming that he
    sends the documents, but we do not receive them. We are asked to believe
    that out of hundreds of documents being sent to us every day, somehow
    only his documents never reach us.

    Mr. Marinho continued to open seven other accounts with us and deposit
    money. This was done on the following dates: 8/6/00, 8/17/00, 11/3/00,
    11/11/00, 1/20/01, 1/20/01 and 2/6/01. All his accounts were blocked and
    deposited funds returned. When a client that is blocked from play in the
    casino opens up a new account , it takes a few hours for our team to
    complete their full investigation and to close that account. We have to
    make sure that we are not blocking an innocent member who has similar
    registration information.
    This is why Mr. Marinho was able to play for a few hours on the 01/20/01
    and win money before his account was blocked. On the account that he
    requested the $5050.70 cashout, he had deposited $300. The $300 was
    refunded to his card and he was informed that he will not be able to
    receive the cashout as he still had a dispute pending with us and we had
    not received documentation. This was explained to Mr. Marinho in many
    e-mails by both myself and members of our Support Department. According
    to our policy, the $200 could not have been returned out of the cashout
    because he did not use that card to make the deposit. The funds
    (200+300) were otherwise returned by our Accounting Department.

    Concerning him receiving "solicitations to play" on the day after his
    account was closed, he most probably received our bi-monthly Newsletter
    informing him of the upcoming promotions. Apparently, when we prepared
    the Newsletter to be sent to all active members of Casino-on-Net, Mr.
    Marinhos account was still open. We then closed his account, but our
    system was already set for that particular mailing. Nowhere in this
    e-mail, however, did we state that his account would be reopened or that
    he could open new accounts. Also, the e-mails asking him to try another
    card were sent to him before his accounts were closed as he was
    depositing with cards that were being declined by his bank. Once the
    accounts were closed, we never asked him to try another card to deposit.

    There are also a few general points that I would like to address.
    With almost 1,000,000 members from virtually every country in the world,
    Casino-on-Net is the largest on-line casino in the world. We did not
    build our success by not paying our members. Nevertheless, we did
    acquire trust and loyalty of our members by being able to stop and weed
    out any fraudulent activity that could have harmed them. Mr. Marinho is
    one of those members who are not welcomed to our casino because of their
    fraudulent activity. We have notified him and reinforced our intent not
    to allow him to use our services by repeatedly blocking each and every
    one of the accounts opened by him and his associates. I can assure you
    that we will continue to do so.
    Casinomeister.com is not the only public forum where Mr. Marinho aired
    his complaint. Although it is his right, it is also our right to take
    every measure necessary to protect the integrity of our casino and to
    provide safe and enjoyable gaming environment for our members.

    As a Security Supervisor at the largest on-line casino, I have to deal
    with many problems on a daily basis. I give everyone my individual
    attention and in some cases I do have to give clients responses that
    they do not agree with. This was one of those cases as the facts do
    clearly state. At Casino-On-Net our goal has always been to provide our
    members with the best service and we are always willing to listen and
    understand our members' needs and concerns.

    I thank you once again for allowing me the time and space to explain our

    Dylan DeSilva
    Security Supervisor
  8. Feb 13, 2001
  9. dave_r

    dave_r Dormant account

    Despite my disklike for Casino-On-Net, I must give them credit for a satisfactory explanation of events. So unless I hear a satisfactory rebuttal from the player, it looks as if C.O.N. handled everything appropriately.
  10. Feb 13, 2001
  11. Anonymous

    Anonymous Guest

    Yeah, they are great at "talking trash", but the bottom line is that they do business on their OWN terms, and their claim of "customer satisfaction" is CRAP! And no, I am not Marinho, just another VERY UNSATISFIED player at CON..
  12. Feb 13, 2001
  13. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Hi Anon,

    So, why are you unsatisfied? What in your opinion is unsatisfactory at Casino-on-net?

    Enquiring minds want to know.

  14. Feb 14, 2001
  15. Anonymous

    Anonymous Guest

    O K Bryan, since "enquiring minds" want to know.....I am very unsatisified with their payout policy of charging back to CLOSED CC accounts.....since THEY accept deposits, from whatever method, they should honor the customers request for a payout!! I have seen this complaint in the past on this message board...(Steve, you had this problem)......And what about other customers requests for an audit trail, that was IGNORED?? Want more feedback?, just let me know.......
  16. Feb 14, 2001
  17. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    So anon,

    If someone were to open an account using their credit card, and let's say, a couple of months later they lose the credit card. They cancel the card and order a new one from the bank. Then they decide to cash out their winings from Casino-on-net, and the casino tries to credit the original amount to the old credit card, but cannot since this card has been cancelled. It would make sense to me for them to write a cashier's check to the individual and fedex it.

    Wouldn't the same thing happen at Walmart if you tried to return something that you purchased with a cc that had been closed? Wouldn't they give you a voucher for the amount purchased? I don't live in the states, so I can't call Walmart to find out, but I think that's what they would do. I'm using the states as an example since many casinos use customer service policies from the US as a business model.

    These issues ought to be addressed in the Casino's faq on payment policies and procedures. It would save a lot of time and prevent a lot of bullshit stress.

  18. Feb 15, 2001
  19. Anonymous

    Anonymous Guest

    Yes, Bryan, it would make sense! I have no problem with Bossmedia/Webdollar, since they don't charge back to any cards....they send a draft....I think that CON should do the same! Just something to think about.
  20. Mar 28, 2001
  21. billfromoz

    billfromoz Guest

    G'day Bryan

    I'm a new member and cannot let the casino-on-net issue go by without some input from me.

    I have played with casino-on-net for nearly a year. My turnover is high..win or lose CON operates with integrity. I have never had any problems getting paid...e-mails are always responded to without fail. I am saddened to see the problems people have with some of the on-line casinos...some of the names would turn me off. Put CON at the top of your list as a safe and professional place for serious gambling.

    Before I started with them last May I checked them out as best as I could...Small deposits and bets to begin with until I was comfortable with them. I have had my share of rough patches,but plenty of good ones too. If you want more info I update records after each session and can make this available to you if you wish.
  22. Mar 29, 2001
  23. Anonymous

    Anonymous Guest

    Whatever....but CON STILL needs to upgrade their payout policy!!!
  24. Mar 29, 2001
  25. jen

    jen Dormant account

    It is quite possible to make a refund to a cancelled credit card. I used to received refunds to my credit cards that were invalid on the moment of such refunds. Maybe, the cancellation reason matters, I dont know.

    For example, my cards were cancelled because my bank issued new ones so the old ones became automatically invalid on a set date.

    I purchased and lost at a casino, then few months later I won same amount on some no-deposit bonus, made a withdrawal request thinking they would send me a check. I got it as a cc refund despite the fact my card used to make the purchase was invalidated soon after the purchase and I never registered my new card.
  26. Mar 30, 2001
  27. Anonymous

    Anonymous Guest

    Attn jen:
    Maybe the player wants a check or draft, and doesn't want his/her credit card charged back.....CON REFUSES to honor customer requests to do this!! They STILL need to change their policy!!
  28. Mar 30, 2001
  29. jason

    jason Guest

    Charging the card back with the purchase amount protects the casino from fraud.

    The mycasino group listed on the ASX lost over 3 million because they sent deposits back in check form rather than returning the funds to the credit cards. Of course, the checks went to people using stolen credit card numbers, so the transactions were eventually disputed by the card owners, with the scammers receiving the funds from the checks.

    It is only reasonable that deposits be returned to the card to protect casinos from this exact scenario.
  30. Apr 9, 2001
  31. Rhonda

    Rhonda Guest

    Ok..I have a complaint about Casino on Net and I will take partial responsibility for it but please read on to the way they are handeling it. I had a minor open an account under my name and make charges to MY credit cards...3 different ones to be exact. This all started last Monday I believe. I was notified Saturday morning by another one of my cc companies that someone had tried to use my cc on an internet site but entered the wrong experation date and it was declined. I immediately emailed Casino on Net and asked for my account to be cancelled and explained what had happened. This happened at about 10 yesterday morning. I was then emailed back that they had NO way of knowing how old someone is and this minor did actually lie so believe me he was in the wrong and i know it. I don't even know the total sum that was charged to each account and I have in several emails to Casino on Net asked for a listing of that but have been unable to get it. As a matter of fact, NO ONE from casino on net will even email me back. I've emailed the customer support people and the manager several times. It's just amazing to me that in 4 days thousands of dollars can be charged but they now can't even take 5 minutes to try and help me out with this. I've never used an online casino before and this is really giving me a bad taste.
  32. Apr 9, 2001
  33. Anonymous

    Anonymous Guest

    Yeah, been there, done that......CON doesn't give a crap about their "customers" needs of requests.....they will occasionly reply to this board with their "high handed"
    garbage.... but they are still NOT respecting their "customers" .....read that SUCKERS wishes!!!!
  34. Apr 9, 2001
  35. Rhonda

    Rhonda Guest

    Just a note to the message of "complaint" I filed yesterday. I was just contacted by casino-on-net stating that the only reason I had not been contacted was because security doesn't work on the weekends. Maybe I got a little hyper too fast. The email was from an asst manager and it was very polite.
  36. Apr 10, 2001
  37. Anonymous

    Anonymous Guest

    Minor? One of your kids? A relative? Step kid? Neighbor Kid? If the card was stolen, just call the credit card company and contest the charges. You won't have to pay if you didn't make the charge.

    But from the tone of your post, it dounds as if you know this "minor".

    The fact is this "minor" needs a good ole fashioned ass whooping. Yeah, I know that's not politically correct, but too bad.

    One swift kick in the rear, and this kid won't be making anymore charges with your CC. Problem solved.

    Sorry, but I don't see CON as being at fault on this one. But this "minor" needs sure needs some tough love.
  38. Apr 10, 2001
  39. Anonymous

    Anonymous Guest

    Of course you dont see CON at being at fault......since you work for them....don't try to cloud the subject!! CON Ignores their customers (suckers) requests!!

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