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Fortune UK (Sunny Group) takes my 6000 GBP

Discussion in 'Casino Complaints - Bonus Issues' started by camilasantana, Aug 3, 2006.

    Aug 3, 2006
  1. camilasantana

    camilasantana Dormant account

    Occupation:
    Artist
    Location:
    Sao Paulo
    On 6th of July I played a 100% bonus at casino fortune UK. I played exclusively Blackjack, which was allowed, following the terms they send me in the email offer and the bonus confirmation mail.
    I wagered more than the required turnover and cashed out more than 6.000 GBP. Few days later I received an email stating that all my winnings are void because I was only allowed to play on slots. When I sent their own email invitation back to them, they replied that this was an error and that another email was sent stating that it was an error.
    I have never received an email stating that it was an error and even in the bonus confirmation mail it was clearly written that I am allowed to play Blackjack with this bonus.
    I tried to convince them but after 3 emails they stopped replying, so I think I have just been ripped off big time.
    It is not the first time that I have played in this casino / group and as far as I remember I have never made a cashout before.
    I have contacted playtech about this matter but I did not get any response from them yet. Not even an email that confirms that I made a complaint. (Don't know if this is normal)


    For better understanding, I past some of mine and their emails. If somebody has made similar experiences I woul be happy to hear how this ended. Also if someone received the same email offer form this group on 5th of July I would like to know if they really have sent another email, stating that the first one was sent in error.

    Email offer on 5th July: War of the Casinos:

    Cast you entry vote by making your deposit now and you will be rewarded with a 100% Match. Max bonus payable is $500.
    Once you claim this offer before the expired date; the war will continue with another repeat with the same Percentage.
    With this deposit offer you will need to wager both your purchase and credits received a total of 30xs before any withdrawals can be made.
    All games with the exception of Roulette, Baccarat, Sic Bo and Craps can be played with this incentive. Any winnings retrieved from these restricted games will be voided and initial deposit placed back in your account for continued play.

    Bonus confirmation email on 6th of July:

    Hello Camila
    Thanks for emailing.
    This email is just to confirm, your account has been credited.
    Remember you are required to wager bonus plus deposit 30 times. All games with the exception of Roulette, Baccarat, Sic Bo and Craps can be played with this incentive. Any winnings retrieved from these restricted games will be voided and initial deposit placed back in your account for continued play.
    Have fun playing.
    Regards
    Shelley Ann


    Cancelation of my winnings on 11th of July:

    Hello Camila,
    Our Audit Department reviewed your account and saw on the 06h July, 2006 you made Deposit of $500.00 and received a Deposit Bonus $500.00.
    Camila please note for claiming any bonus you are only allowed to play slots. Any winnings from other games using bonuses or Deposits made to get bonuses will be voided.
    You can cash in after wagering 30X the total amount deposited plus bonus or your balance reaches zero.
    Failure to comply will void any and all winnings, as well as promotional bonus credits.
    Since you did not comply with the bonus policy your total winnings of 6,298.00 from the Deposit and Deposit Bonus was voided.
    Camila please note your initial Deposit of $500.00 remain in your account for you to play.

    Explanation, 13th of July:

    Camila allow me to explain. When this offer was sent to you on the 5th July2006 another mailer right afterwards was also distributed notifying all our customers who received the first offer to ignore for the terms and conditions were incorrectly stated. The second mailer highlighted that once you were willing to accept the deposit offer the correct terms and conditions were Slots Only. Hence the reason your cashins were not allowed.

    My reply:

    Hi and thanks for your answer. But I have to tell you that what you state simply is not true. I did never receive such an email and even when the bonus was credited to my account I received the following...

    My email on 14th:

    Hi
    any news? You did not reply to my last email.

    Reply from the casino on 14th:

    Hello Camila
    No news at this time; however I should have feedback for you before the day is out.
    You will be hearing from me with a confirmation.
    Regards
    Candy

    After a few unanswered emails I got this reply on 23rd:
    We do apologize for the delay in response.
    Camila, your cashins has been voided because it was wagered on Blackjack. Please note, all bonuses are for Slots only. However, your account has been refunded with your deposit.We do apologize for the delay in response.

    This was the last email I received (except new promotional offers of course) from the casino.
     
    1 person likes this.
  2. Aug 3, 2006
  3. cipher

    cipher Banned member - being a jerk

    This is not good news as I'm aware of yet another large payment that is legitimately owed and is being slow walked through the Sunny Group that is working it's way through the system. I think your best plan of attack would be to fill out a PAB and have the Casinomeister see what he can do.

    Have a good one.
     
  4. Aug 3, 2006
  5. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    If you're going to PAB - do it quick because I'm headed for the mountains for summer break in a couple of days. I'm shutting the PAB section down this evening.

    I'll be gone for a week.
     
  6. Aug 3, 2006
  7. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    In the meantime, I've emailed the URL of this thread to Playtech so at least they already have a heads up on this.
     
  8. Aug 3, 2006
  9. rreevy

    rreevy Dormant account

    Occupation:
    Student
    Location:
    UK
    This doesn't look good. I don't see how the casino can rely on a statement that players were notified in a follow-up e-mail of the incorrect terms.

    If I understand this right, this e-mail stating that the original terms were incorrect is supposed to have been sent just after the original invitation. If so, why on Earth were the original terms allowing blackjack repeated in the e-mail confirming the bonus had been credited??? If I'm wrong, and this phantom e-mail only went out after the e-mail confirming the bonus, then that's too late. The bonus had been given under the original terms, and it's unlikely that a player would check their e-mail again between receiving the confirmation and starting to wager.

    Either way, this is a serious mistake and I can't see any reason to justify voiding this player's cash-in. Screwing up something like this is unacceptable - for every player who comes here, how many are there that don't know about sites like this, and simply never see their money?
     
  10. Aug 4, 2006
  11. nafanny29

    nafanny29 Dormant account

    Occupation:
    financail adviser
    Location:
    London, England
    More shady online BS. If that 2nd email was sent then im the Queen of Sheba.
     
  12. Aug 4, 2006
  13. AussieDave

    AussieDave Dodgy whacko backstabber

    Occupation:
    Gaming SEO Specialist & Casino Webmaster
    Location:
    Australia
    :lolup:


    :thumbsup:
     
  14. Aug 4, 2006
  15. Linus

    Linus Dormant account

    Occupation:
    asdf
    Location:
    TX
    Sorry, Camilla.

    It's amazing so many casinos believe they can screw people over like this, without any repercussions... but I guess they do get away with it, don't they?

    You're much more composed than I'd be.
     
  16. Aug 4, 2006
  17. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    This is totally absurd. So the next time you win on slots they will probably say that the offer was for BJ only and they sent you a revised e-mail almost immediately. Actually, whether they did send you the second e-mail is irrelevant because you may not have read it for some reason. As long as their confirmation e-mail to your deposit states that BJ is not disallowed, they should honour that instead of pulling off this disgraceful stunt.

    For the Sunny Group, it may still be summer now but dont think you are allowed to do whatever you like. Shame on you.
     
    1 person likes this.
  18. Aug 4, 2006
  19. rreevy

    rreevy Dormant account

    Occupation:
    Student
    Location:
    UK
    My thoughts exactly.
     
  20. Aug 4, 2006
  21. Rusty

    Rusty Banned User - repetitive flaming

    Occupation:
    IT
    Location:
    Manchester UK
    This is exactly the kind of thing that gives online gambling a bad name.I really feel for you Camila and hope you get justice.
    It is time that the reputable casinos got together and helped us to help themselves.
     
  22. Aug 13, 2006
  23. GOCC

    GOCC Banned User - violation of <a href="http://www.cas

    Occupation:
    Housewife
    Location:
    UK
    Please dont think Im jumping on your head or anything but if you live in Sao Paulo, why were you playing in GBP?

    Its just i always get hyper cautious when I see first time posters complaining, which they have the right to do, but then I find an alarm bell
     
    1 person likes this.
  24. Aug 15, 2006
  25. rreevy

    rreevy Dormant account

    Occupation:
    Student
    Location:
    UK
    Please dont think Im jumping on your head or anything but if you live in Sao Paulo, why were you playing in GBP?

    I suppose players are going to at least consider playing in the most valuable currency at casinos where it's an option, to maximise the value of any bonuses received. If the casino doesn't want players doing this they should say so in their T&Cs. Either have higher WRs for GBP bonuses or state that you have to be in the UK to claim bonuses in GBP. I think the second option is much fairer (but then, I am a Brit ;) )

    In any case the casino has given no reason for disallowing this player's winnings other than that the game she played didn't count for the WR, which contradicted the T&Cs she agreed to and is therefore unacceptable. I don't think the currency she played in is necessarily a relevant factor here.
     
  26. Aug 16, 2006
  27. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Okay, I'm on this one. Hoping for a response soon. There is another member who has had the same problem as well.
     
    1 person likes this.
  28. Aug 16, 2006
  29. thelawnet

    thelawnet Dormant account

    Occupation:
    programmer
    Location:
    UK

    Um, you know that Sao Paulo is in Brazil, right?

    And the currency there is the Real, not the US$?
     
  30. Aug 22, 2006
  31. slimshadies

    slimshadies Dormant account

    Occupation:
    taxi driver
    Location:
    Finland
    Make it three..

    They did the same thing to me: voided over 3000 in winnings because blackjack was voided even tho this was not stated in the original offers. The PAB is on its way.
     
  32. Sep 6, 2006
  33. camilasantana

    camilasantana Dormant account

    Occupation:
    Artist
    Location:
    Sao Paulo
    news

    Any news on this?
    I have none.
     
  34. Oct 4, 2006
  35. camilasantana

    camilasantana Dormant account

    Occupation:
    Artist
    Location:
    Sao Paulo
    Need Help

    Hi,

    it's me again and I have still not been paid.
    It seems that the Meister is quite busy and can't help me a lot.
    Has anyone any other Tips where I can go to ask for help?

    6000 is really a lot of money for me and I would even take a flight to antigua if it would help a thing.

    I have just done a bit of research and I found that they are spending lots of millions for advertising so I cant understand why they dont mind bad publicity as mine when anybody sees that they have just stolen my money. I can prrof that and I would also go to judge with this case.

    Please tell me what else I can do.

    Thanks
     
  36. Oct 10, 2006
  37. tenbree

    tenbree Dormant account

    Occupation:
    Accountant
    Location:
    Las Vegas (just moved from AZ)
    I think I've waited long enough

    Well camilasantana, you are not alone. I also received the same bonus offer back in July and I played video poker and won quite a bit as well. Casino Fortune sent me the same cock & bull story about the terms, so I contacted Bryan Bailey to "pitch a bitch." So far I haven't had any response from either the casino or Bryan. I can understand not hearing back from Bryan, I know that he is extremely busy. But Casino Fortune is giving me the complete run-around.

    PLEASE PLEASE Bryan can you help us. The casino is 100% in the wrong and not honoring their own terms. I even agreed to go on a payment plan, but Casino Fortune has not even responded to this fair offer.

    HELP US!!
     
  38. Oct 27, 2006
  39. hvalen74

    hvalen74 Dormant account

    Occupation:
    Student
    Location:
    Denmark
    That just plain wrong

    I can see that casinomeister have posted a warning against the sunnygroup.

    But that dose not help you guys much does it. If they get away with this sort of fraud it is total C..P

    What about playtech ? dont they care about this matter ?

    I for one have decided not to play playtech before they begin to honor payments.

    The only time I got :xxx was at hammerscasino (apart from Happy Chance :eek: that was learning money) I have played different RTG , Microgaming and Boss Media. Never had any problem eventhough I have had my concerns.

    I though if you got the terms on an email they had to keep their word.
    So I guess this is very rare but when it happens we have to respond BIG time .

    Bye Bye PLAYTECH :what:
     

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