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Double accounts no pay out, but.....( Casino Rewards Group )

Discussion in 'Casino Complaints - Bonus Issues' started by ziljavisser, Oct 16, 2014.

    Oct 16, 2014
  1. ziljavisser

    ziljavisser Dormant account

    Occupation:
    IT
    Location:
    Netherlands
    Hi All,

    Just wanted your opinion on the following matter:

    I have played lot at a lot of different casino's. Last week I opened an account with Grand Mondial. After playing with the bonus ( and fulfilled the wagering rules ) i won an amount of money and asked for a withdrawal.
    Next day I received an email that my winnings where confiscated and my account was closed due to the fact that I opened up another account. Now, I opened up another account with the same registration details thinking I didn,t had an account with Grand Mondial. After this i looked at all my accounts with the Casino Rewards Group and saw that i had double accounts at 3 of their casino's. First of all I thought it would be impossible to open double accounts, second I thought, if I have to love up to their T and C's don't they ? So, pay me back my deposits I had made with the double accounts ? Not more than fair, i think.

    I emailed the risk management, without response, which is very impolite, I think.

    Tell me, what do you think about this ? I have already find peace with not getting my winnings, but somehow it doesn't feel right. they point me out to this when i win, now when I make a deposit....

    Thanks for your attention.
     
  2. Oct 16, 2014
  3. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    Unfortunately very few casinos (if any) check if you have more than 1 account until you actually try to withdraw. :(

    I don't know WHY they can't do this, as an electronic database of names & addresses could be cross-checked by a computerised program in fractions of a millisecond - but that's the way it is.
    I agree with you that if it's a genuine mistake, then it's not really fair.

    Try sending a Private Message to the rep and see if there is anything she can do to help out in your situation: http://www.casinomeister.com/forums/member.php?u=12872

    Welcome to the forum! :thumbsup:
    KK
     
  4. Oct 16, 2014
  5. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    It's quite easy with Casino Rewards to determine whether or not you have an existing account at any of their casinos, provided you sign up with the same details at each skin.

    The promotional emails and newsletters have at the bottom a list of all the casino accounts you have connected to the reward points account. This should prevent players from falling into this trap from the outset, rather than having to plead their case afterwards.

    The casino may cite this ease with which players can check as a reason for them not having acted unduly harshly over this.

    YOU could have a case though if the earlier Grand Mondial account was migrated from the now defunct Playshare group, rather than having been created by you after Casino Rewards took over, and that you did not log in to it whilst Casino Rewards owned the casino.
     
  6. Oct 17, 2014
  7. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    What you failed to mention is that you opened your accounts ONE MONTH apart. You say that you forgot that you already had an account. That is hard to believe -- especially considering that you used a different email address but managed to remember to take THE SAME sign-up bonus on the second account -- but assuming it is true you may consider this a lesson in keeping records of your accounts if you play multiple casinos.

    The truth is that any normal player would have had some tingliy little memory of having been at the casino before. At that point you could easily have asked Support if you already had an account and they would have helped you get things straightened out. Another lesson learned: when in doubt contact Support.

    The argument that the casino SHOULD have been able to protect you from yourself is rubbish. YOU are expected to be and adult and be capable of managing YOUR affairs. If that's not the case then then you have no business being there. If it is the case then you have no one but yourself to blame. Apologies for being blunt but TBH your story sounds like a bunch of BS.
     
    8 people like this.
  8. Oct 17, 2014
  9. gambler777

    gambler777 Experienced Member PABaccred

    Occupation:
    paraprofessional
    Location:
    USA
    I have to agree with Max. Since I have tried many places since starting this adventure, if I have any doubts at all, I check with support before I open an account, I also always check before using the welcome bonus, that I am eligible for it. Takes some extra time, but then no misunderstandings. If a casino refuses to give me information without me opening a new account then they lose my business. And yes I have had casinos refuse to check first and refuse to give me the T&C's of a bonus or tell me if I am eligible. I just leave. In this world Caveat Emptor still rules! JMHO
     
  10. Oct 17, 2014
  11. ziljavisser

    ziljavisser Dormant account

    Occupation:
    IT
    Location:
    Netherlands
    I am so happy that you keep tiny exel spreadsheets with all your usernames and passwords. And more, that you know exactly what happened. You are tha Bomb. Luckely we are not all the same , otherwise this world would be boring.
    I am not going to answer at any of your comment due to the offensive language. You asume that I willingly made more accounts just to scam online casino's. EOD

    I have already trying to contact the rep on this forum, also without any answer, which I think is very impolite. I know I was wrong with the double accounts and didn.t live up to the T and C's. But at least you can answer the emails i send.

    They do some cross-references, but only when you ask for a withdrawal and not when you make a deposit. Kind of strange, since it is very easy to do. Even when you use different emailadresses ( FYI: I use a different emailadress every month, to get rid of the spam I get and for privacyreasons. So simply: I take a emailadress for one month, use it for everything and then close it, forwarding the important emails to my real account. Bit paranoid, maybe..:eek2: )

    I never logged into the Casino rewards site. never thought it was of any importance, just some rewardspoints system ( like we have here in the Netherlands, you can save bonusmiles with a lot of shops like ).

    So, hope I answered all of your questions, and yes: I should have contact support prior to signing up. But I bet :)cool: ) not a lot of playes do that.
     
  12. Oct 17, 2014
  13. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    :eek2: If you think that's offensive language I strongly suggest you get some big puffy diapers to put over your eyes because you're in for a bit of a shock, assuming you keep reading our forums that is.

    And your sarcasm aside, feel free to follow my example:

    I have an account at the following casinos:
    Casino X
    Casino Y
    ...


    There, no "tiny exel spreadsheet" required. ;)
     
    1 person likes this.
  14. Oct 17, 2014
  15. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Hi newbie,

    Please use caution on how you address a moderator here. Maxd is the complaints manager, and if he has a question about a complaint that you are posting in public, then you are obliged to answer it - whether you find the term "BS" offensive or not.
     
    3 people like this.
  16. Oct 17, 2014
  17. ziljavisser

    ziljavisser Dormant account

    Occupation:
    IT
    Location:
    Netherlands
    I answered it, but I won't let me call a fraud, just because I forgot to where I had accounts.

    And this goes all beyond my question.....if you read it right. I just put something up and asked what you think. I am not asking what i should or shouldn't have done !
     
  18. Oct 17, 2014
  19. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    This is where all your BONUSES end up, so surely if you hadn't realised what this was, you would have given support an earful of "I deposited, so where's my *&^%£ bonus!", at which point they would have informed you how the reward account works.

    You no longer need to "log in" either, it shows up in the casino lobby.

    Taking an email address and throwing it away after one month! This must be an absolute NIGHTMARE to manage without keeping comprehensive records of what email address was used where, and if you had this list, you should also have a list of your accounts.

    A better solution would be to have one email address for casinos, and a separate one for your more personal activities. This will also keep spam away from your more personal email accounts, as it will mostly end up on the one you give out.

    It may be true that not a lot of players contact CS before signing up, but it's probably NOT true that not a lot of players keep a record of some sort of casinos they already have accounts at, as getting it wrong can lead to all sorts of problems when the second account is the one that generates the decent win.
     
  20. Oct 17, 2014
  21. ziljavisser

    ziljavisser Dormant account

    Occupation:
    IT
    Location:
    Netherlands
    I totally agree with you. I made some stupid mistakes and am now in the blue that I didn,t get my winnings...;) ( luckily it's almost payday )

    But then still stands my question, and believe me, it's not for me, but more a general point ( although I wished they answer my emails, just a matter of courtesy ), that a casino must do more than only check when you ask for a withdrawal. When they can check everything when they have to make a payout, they can also check if you make a deposit ?
     
  22. Oct 20, 2014
  23. ziljavisser

    ziljavisser Dormant account

    Occupation:
    IT
    Location:
    Netherlands
    Got a reply

    As promised to Renee:

    She emailed me back when i send my complaint to her but my emailaccount bounced it.

    So, she replied very fast instead of not at all.....my bad.
     
    3 people like this.

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