Bonus Complaint Fortune Reel forfeits winnings

marioking24

Non-Gambler
PABnonaccred
PABnononaccred
Joined
Jan 10, 2009
Location
Cottbus/Germany
Hi,

got bad new from Fortune Reel:

I took advantage of a 15$ no deposit offer from Fortune Reel on Monday... after fullfilling the wagering requirements, I had the max cashout of 150 left in my account.
I depsoited the min. deposit to cash-out the free chip, which was 25 USD.
Then I sended in my docs.
I requested my cashout on Tuesday.

Today, (Friday) I get a mail saying that my cashout was denied and that I was accused of having multiple accounts (Im pretty sure that its BS).

I have never had a deposit on Rival before, I just took some free chips of serveral Casinos, so maybe they decided I wasnt going to play back enough... ?

In the life chat, they told me, that there was nothing I can do...

Do you have had similar experience with them?
Is there anything I can do?
Is there a rep. who can be more clear then those support guys, who mustly dont really know nothin...

Thanks guys,
Mario
 

same_old

Dormant account
webmeister
PABaccred
Joined
Mar 4, 2007
Location
Australia
Have you done your investigation and can confirm the other places you signed up from are not linked?

You say you have played other free chips at the other casino's, have you done a investigation on this to make sure?,

most rivals are pretty legit so I think if they have used this clause on you i'd say they merrit to do so.


Regards,

Same_old
 

marioking24

Non-Gambler
PABnonaccred
PABnononaccred
Joined
Jan 10, 2009
Location
Cottbus/Germany
well,

I do have an account with almost every rival out there (all but two of em)
I have never made a deposit, but that was not required to claim the free chip

I thinl they gave the chip to me, so if they think that I am a bonus abuser, they shouldnt have given it to me in the first place...
I do not have multiple account with the casino, nor have I claimed this no deposit bonus at any other rival...

is there a rep I could contact about it ( I couldnt find one on the IGameing rep site!)
 

marioking24

Non-Gambler
PABnonaccred
PABnononaccred
Joined
Jan 10, 2009
Location
Cottbus/Germany
I have contacted the management ( apperently they made the decision to take the winnings back)
I am waiting for the 4th day for a reply!!
Yesterday they told me that they had never gotten the email, which is impossible but ok... I sended it again using the same email adress, this time I made the chat support confirm the ingoing of the mail!

I hope I can resolve this situation.
Oh, and
I actually have done my investigation...
I do have two accounts at "Simon Says Casino" but just because I forgot that I already had an account with them. The second account is bonus banned, so I never used any bonuses twice or something like that.

Also I find it strange that their reason for forfeiting my winnings is because I had two accounts at a totally different casino!!
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
I have contacted the management ( apperently they made the decision to take the winnings back)
I am waiting for the 4th day for a reply!!
Yesterday they told me that they had never gotten the email, which is impossible but ok... I sended it again using the same email adress, this time I made the chat support confirm the ingoing of the mail!

I hope I can resolve this situation.
Oh, and
I actually have done my investigation...
I do have two accounts at "Simon Says Casino" but just because I forgot that I already had an account with them. The second account is bonus banned, so I never used any bonuses twice or something like that.

Also I find it strange that their reason for forfeiting my winnings is because I had two accounts at a totally different casino!!


Not really. It's down to you playing free chips at nearly all the Rivals. They share your information between them at a pretty intimate level, even though the owners and operators are unrelated to each other. Since this casino was able to "personally identify" you from this information, and base their decision on it, they have probably breached data protection laws.

Your two accounts at Simon says are a breach of THEIR rules, but this information should NEVER have fallen into the hads of an UNRELATED "third party" operator, since Simon says seems to have been happy with your explanation, and simply bonus banned one of the accounts to prevent any misuse by yourself.

It looks like this was a case of your "player class" being set as "freeloader" by the Rival system, and this casino simply didn't want to pay, so started looking for a reason to confiscate your winnings. They found one, a duplicate account at Simon says which suited their requirements, so they used it as the reason for non-payment. They can now cite a specific term for denial of your winnings, rather than have to risk using the "F U Clause".

It is likely that it was long ago set in stone in the Rival system that you wouldn't get paid on a free chip (player class="freeloader"), but you only discovered this at Fortune Reel, after beating their free chip.

They should have this information already, as other players report the Rival system knocking out all their free chips for far less than this, and even accounts getting locked the moment they are created.

This looks more like they were not sure, and would allow you the free chip, but never intended to let you withdraw winnings UNLESS you became a loyal depositing player. Had they locked your account upon creation, or removed the free chip from your cashier, they would have lost any chance that you might go on to be a depositing player there.

Maybe some of the others thought the same, that they would be the Rival to receive your first deposit after trying so many out with free chips. I am surprised the Rival system didn't catch up with you earlier; it would have saved you needlessly depositing the $25 for your confiscated winnings here.

From now on, you may find all Rival bonuses vanish from other accounts, and future accounts will either be locked upon creation, or contain no bonuses, especially free chips.

You could try Tradition though:D
 

marioking24

Non-Gambler
PABnonaccred
PABnononaccred
Joined
Jan 10, 2009
Location
Cottbus/Germany
Thank you very much for you input on this...
I pretty much agree with you on all points you made!
But, I dont want to be the player who just lets the casino take money i legitemently won.
I think something like that (shareing info between the partys, forfeiting winnings) is rouge and some of them should be on the list!

Do you think there is any chance, that I can get in touch with anybody higher than the "regular support"?

Oh, yeah... I lost the 25$ deposit (it was in my account after they took the winnings from the ND Bonus) ... but OK I AM A GAMBLER :) I admit it!
 

Bencuri

Experienced Member
PABnononaccred
Joined
May 13, 2009
Location
Hungary
Even if you had two accounts at Simon Says -especially when you never used both for bonuses-, they shouldn't have forfeited your winnings. It is full crap. If anyone claims it is hones that they do this is wrong. It is a very stupid thing, and I wonder how players can still admire this group (sorry for the few exception at the Rival group). It is totally crazy what they are doing. If we add together all the complatints about this crazy bonus and security system, this whole mass is just as bad as the case with the infamous RTGs. Isn't there anybody who can discover this? It is simply ridiculous. This, what the Rivals are doing is not a service, it is just a way making players upset. Besides the infamous RTGs , this is the second worst group I have seen. Someone should kick their ass now for this. I am also surprised they are let into the accredited section at Casinomeister. I wouldn't expect this from this site. There are much better casinos out there that are not credited, not even mentioned anywhere, and these crap ones got accredited. Heh, it is crazy...

Anyway, just an example for the case that is the mark of how such things like yours should be treated: at a Playtech casino, I forgotten my user ID, and I didn't manage to retireve it. Then I opened a second account. After I opened it I contacted the live chat, and asked them to close the old one. I told them about my case, they understood it, assured me there will be no problem. And I kept my new account. It is that simple. And it shouldn't be just a rare example. For god's sake, we are humans. And this system at Rival is so crazy that it has nothing to do with honesty or security. It even filters out those who are not abusers. When will they open their eyes???





I have contacted the management ( apperently they made the decision to take the winnings back)
I am waiting for the 4th day for a reply!!
Yesterday they told me that they had never gotten the email, which is impossible but ok... I sended it again using the same email adress, this time I made the chat support confirm the ingoing of the mail!

I hope I can resolve this situation.
Oh, and
I actually have done my investigation...
I do have two accounts at "Simon Says Casino" but just because I forgot that I already had an account with them. The second account is bonus banned, so I never used any bonuses twice or something like that.

Also I find it strange that their reason for forfeiting my winnings is because I had two accounts at a totally different casino!!
 

kakata

Banned User - hyper flamming
PABaccred
PABnonaccred
PABnoaccred
Joined
Dec 2, 2006
Location
miami fl
Thank you very much for you input on this...
I pretty much agree with you on all points you made!
But, I dont want to be the player who just lets the casino take money i legitemently won.
I think something like that (shareing info between the partys, forfeiting winnings) is rouge and some of them should be on the list!

Do you think there is any chance, that I can get in touch with anybody higher than the "regular support"?

Oh, yeah... I lost the 25$ deposit (it was in my account after they took the winnings from the ND Bonus) ... but OK I AM A GAMBLER :) I admit it!


Mario what I would suggest is: speak to Bryan (casinomeister)
He speaks german...and he can help you.
aufwiedersen:thumbsup::D
 

Pocketdiggers77

Gamester
Joined
May 9, 2006
Location
On Top of Old Smokey
Hi,

got bad new from Fortune Reel:

I took advantage of a 15$ no deposit offer from Fortune Reel on Monday... after fullfilling the wagering requirements, I had the max cashout of 150 left in my account.
I depsoited the min. deposit to cash-out the free chip, which was 25 USD.
Then I sended in my docs.
I requested my cashout on Tuesday.

Today, (Friday) I get a mail saying that my cashout was denied and that I was accused of having multiple accounts (Im pretty sure that its BS).

I have never had a deposit on Rival before, I just took some free chips of serveral Casinos, so maybe they decided I wasnt going to play back enough... ?

In the life chat, they told me, that there was nothing I can do...

Do you have had similar experience with them?
Is there anything I can do?
Is there a rep. who can be more clear then those support guys, who mustly dont really know nothin...

Thanks guys,
Mario

Mario, I am waiting on withdrawal from Fortune Reel from a free chip that I submitted last week. I will let you know what happens. I've found their customer service to be lacking, almost nonexistent. I did finally get a request for faxback docs after a few days. Never received a confirmation they were approved. I tried to get this taken care of when I signed up but live support said they would contact me if they needed anything. They just seem very slow to get anything done.

Does anyone know if Fortune Reels is a sister site to any other Rivals? I know Vegas Days and Rockbet are related because I got an email from Vegas Days and the subject line read "Get 200% bonus at Rockbet". Rockbet is not recommended here if I remember correctly and Vegas Days should be too if they are incompetent enough to send out emails promoting the wrong casino.

PD
 
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marioking24

Non-Gambler
PABnonaccred
PABnononaccred
Joined
Jan 10, 2009
Location
Cottbus/Germany
Thank all you guys for the statements you made...

I am thinking the same, the behaviour of the Rival Group is not fair!

I finally got an email back from the "management" turns out that the support didnt give me an email from the mangement, but from the normal support!
RIDICULOUS! I call that lying... straight up!

In the email was none of the details I asked for
(for example which multiple accounts they refer to)
It was just the usual standart reply:

Dear Mario,

According to the Security Department you have multiple accounts at a number of Rival properties. This is why your winnings have been voided out.

I do apologize for this but it is against the terms and conditions of Bonne Chance to have multiple accounts at one property.

I am sorry for the inconvenience.

Kind Regards,
Bernie



I have looked into the terms of "Bonne Chance" it is states there:

"BC permits only one casino account per household at each of its casinos."
I certainly (and I know that for a 100%)
I HAVE ONLY ONE ACCOUNT AT THEIR CASINO!

By letting me only know afterwards that my winnings dont count, they are beeing very unprofessional! It means that basically I could have made a deposit at any Rival (exept the few legit ones) made some profit, only to find out I cannot win, because "I have multiple accounts". If they were really ingterested in FRAUD protection, they would have closed all my accounts! But, instead of doing that they think "Lets see what happens, maybe this guy is stupid enough to deposit a little"
And thats exactly what I did... I feel bad about it!

I really dont know what I should/could do... is that big enough for a PAB... or is there even a chance that the casino will deal with a PAB?
 

marioking24

Non-Gambler
PABnonaccred
PABnononaccred
Joined
Jan 10, 2009
Location
Cottbus/Germany
Mario, I am waiting on withdrawal from Fortune Reel from a free chip that I submitted last week. I will let you know what happens. I've found their customer service to be lacking, almost nonexistent. I did finally get a request for faxback docs after a few days. Never received a confirmation they were approved. I tried to get this taken care of when I signed up but live support said they would contact me if they needed anything. They just seem very slow to get anything done.
PD

I wish you best luck and hope you will get payed!!!
I sended in docs also, just to be sure thats not the reason they are taking winning... I had to contact the live chat three times to get them to confirm that they got the docs.
Then I got an email (after 4 days) saying that they want me to hold up my ID in a picture??? are they crazy? I am not making the clown for them!
I have never had problems with the ID I have at any Casino (Landbased, and all the Online ones I play at), but apparently Fortune Reel has higher security standards as the FBI.. :) lol ridiculous

But this came after they already voided my winnings!
 

marioking24

Non-Gambler
PABnonaccred
PABnononaccred
Joined
Jan 10, 2009
Location
Cottbus/Germany
I found this in Fortune Reels T&Cs:

"2. Promotions are provided one per account and/or per household or at management's discretion. If a second account is opened at the same casino, it will be closed and any promotion and subsequent winnings will be void."

So, it says that if a second account is opened at the SAME CASINO!
I have only one account at Fortune Reel!
My winngings are VAILID! :)
 

Pocketdiggers77

Gamester
Joined
May 9, 2006
Location
On Top of Old Smokey
Good luck with that my friend. They better not try this BS with me. And if they can look at ALL of your other accounts at Rival they would see that it is the same ID.

Just curious, what did you do to get thanked 4 billion times in 9 posts? :)


Join Date: Jan 2009
Location: Frankfurt/Germany
Posts: 70
WTGs: 0
WTGd at 0 Times in 0 Posts
Thanks: 7
Thanked 4,294,967,295 Times in 9 Posts
Nominated 0 Times in 0 Posts
 

marioking24

Non-Gambler
PABnonaccred
PABnononaccred
Joined
Jan 10, 2009
Location
Cottbus/Germany
Just curious, what did you do to get thanked 4 billion times in 9 posts? :)


Join Date: Jan 2009
Location: Frankfurt/Germany
Posts: 70
WTGs: 0
WTGd at 0 Times in 0 Posts
Thanks: 7
Thanked 4,294,967,295 Times in 9 Posts
Nominated 0 Times in 0 Posts

My posts were overwhelmingly great... :)

No, I guess its an error! But I like it :)
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
Mario, send them the picture of you holding your ID. We're seeing this requested more often at Rival. I was asked quite a long time ago for this when I won on the ND bonus at VegasSky. I was paid very promptly after they received it.

It seems the ability to win with a free chip on SLOT play automatically makes you a suspected fraudster.

Any of the players here who reported, and complied, with this ID request got paid as far as I know.
 

marioking24

Non-Gambler
PABnonaccred
PABnononaccred
Joined
Jan 10, 2009
Location
Cottbus/Germany
ok... I would even do that!
BUT, the problem right no wis that they took the winnings.
I have not heard a word of them saying that my ID is no good, just that I have violated the TCs which is wrong, I posteded their TC above!

If it would get them to pay... . I would do it right away. But right now i gotta get that money back into my casino account!

So, should I PAB? Do I have chances?
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
I see you've since filed your PAB. I'll do what I can with it but the chances aren't good.

Once an issue has been knocked about on the forums, as has happened here, it's usually DOA as far as the casino is concerned. The usual procedure is to PAB _before_ you go to the forums.

Needless to say you should not discuss this issue any further here until the PAB has run its course.
 
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marioking24

Non-Gambler
PABnonaccred
PABnononaccred
Joined
Jan 10, 2009
Location
Cottbus/Germany
I have to update on this:

I have submitted a PAB... shortly after that I was informed by a casino rep, that my winnings have been credited back.
I cashed the 150$ out again and
I HAVE BEEN PAYED FULLY TODAY!

After fileing the PAB, the casino was very friendly! It should be like that, without having to PAB!!!
BUT still, they paid and were friendly!

ISSUE RESOLVED
 

CURTSONLYLOVE10

Dormant account
Joined
Jul 28, 2009
Location
NEW YORK
i also used the 15.00ndb and cashed out the 150.00min..this was on the 24th i figured i would not hear anything from them until taday which i did...but found it odd that they sent an email asking for the 25.00 deposit but none asking for my id..so i guess after i make the deposit they will take another 3 days and then ask for my docs...

just hope they dont give me no bs when i go to withdrawal...and that it is quick...

ps. also there r no promotions available for me now...before i cashed out i had promotions...something that makes u go hummmmm
 

Kildare

<a href="http://www.casinomeister.com/meister_awar
Joined
Dec 3, 2009
Location
Paris France
I played with them on the free chip and won. But I recieved no e-mail about documents needed. After checking on the status of my withdrawal Live support told me what they were waiting on. I sent it and and 5 days later they paid me. However after winning they stopped offering me bonuses. :)
So I freed up some harddrive space on my computer.
 

clj7221

Dormant account
Joined
Dec 10, 2003
Location
U.S.A.
I played with them on the free chip and won. But I recieved no e-mail about documents needed. After checking on the status of my withdrawal Live support told me what they were waiting on. I sent it and and 5 days later they paid me. However after winning they stopped offering me bonuses. :)
So I freed up some harddrive space on my computer.

I love this casino it is one of my favorites. They bonus banned me a few days ago for a few wins I had. Thats ok I will play there anyway.There playing time has always been long with or without bonuses.
 

Kildare

<a href="http://www.casinomeister.com/meister_awar
Joined
Dec 3, 2009
Location
Paris France
from what I undersatnd of the rules here you cant PAB if you have been posting about it. But keep fighting.. and keep posting we need to cut out these tumers of dishonest casinos. So that the honest gaming industry can do well and me can play on fair systems
 
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