GrandAcesGeisha said:
You were advised by the Casino manager as you have been advised previously re the weekend promotions that the particular promotion is for play on the game Blackjack only not on variations of 21 games.
This was done over the phone unfortunately ,i did berate him for this.
This is classic. Maybe they did say that, maybe they didn't, nothing can be proven.
But the claim is that a decision was made on THREE THOUSAND DOLLARS and nobody could be bothered to send an email out confirming this.
Certainly it appears that the casino normally classes the Blackjack family games as Blackjack from their other posted t&cs, and any promotion that didn't would be a derogation from this.
So the casino deviates from its normal rules, accepts $2,500 of the player's money, gives $500 out and can't be bothered to send anything out saying what they'd done?
Shoddy, very shoddy.
What does this remind me of?
Oh yes, that's right, the reverse situation, where the player claims the casino told them that something was ok, but doesn't have a screenshot or chat log.
And what happens then?
The player gets jack shit, because they have no proof.
It's quite likely the player *was* told this, but frankly the bonus abuse argument doesn't really wash with me - no-one takes $2,500 + $500 and turns it into $10,000 without being a gambler. You simply can't do that at a casino expectation game like Caribbean 21, without putting your own funds at substantial risk.
But nevertheless I am going to urge the Casinos to do the following :
1) have your winnings deducted ,
2) your reversal bonus deducted ,
3) your original winnings sent to you.
I am also recomending that your account be closed as i think you need to go out and experience the customer service and policies of other Casinos.
Which policies would those be?
The ones where the casino sends the player *WRITTEN NOTICE* when they derogate from their normal playing conditions?
The ones where the casino *pays* the player who has turned $3,000 into $10,000 by gambling like crazy, and where the casino can provide *NO EVIDENCE* that they have done anything wrong.
The ones where if the casino offers say a $500 slots bonus (real example from Belle Rock Gaming), then if you play blackjack and win $10k, and cashout, they don't SEIZE THE WHOLE WINNINGS. In fact they won't even seize the bonus, they will simply tell the player to complete the wagering on slots, and when they have wagered the right amount they can cashout.
This is very very poor.
You're saying the player was told previously, but have no evidence of this either. The casino has a responsibility to safeguard itself, and if it doesn't, then it must take the consequences.
Of course in the very likely event that the player had lost his money, nothing would have happened. Had he played this promotion before? Played the same game? Lost his money and nothing was said?
These particular partners are very good and always honour their commitments.I think your tactic of firstly not playing on the agreed game which is Blackjack and then trying to smear its name is not a very wise policy .
You can complain about player smears all you like, but it's a situation the casino has placed itself in through multiple failures of policy and practice. This was avoidable.
Casinos open themselves up to these hassles by offering players bonuses. These bonuses encourage people, who understandably want to make money.
So you better dot every i and cross every t, because the result of this bonus situation is that it won't take long before a player like this comes a long, and it shouldn't be a surprise to you when they provide your casino with unneeded bad publicity, which could have been avoided with better practice.
It is no use to say 'the player should be more honest'. People aren't always honest. Casino players, managers - all want to win. There will always be situations like this occurring as a result of this.
There are only three ways to handle this:
1. don't offer players bonuses,
2. pay players when you screw up, or
3. make sure you cover your ass by putting everything in writing
Unless you do this, smears and bad publicity are waiting to happen. Avoidable for sure, but unless you do one of these three things, inevitable. To think otherwise is naive, and will lead to this happening again in the future.
This publicity isn't good - there's another complaint not far below this one - your software told the player that he had met the wagering requirements, and so he went to double up on roulette. When it turned out the software was wrong and he hadn't met them, he had his winnings confiscated.
Again, bad publicity, but avoidable, by making sure there's no loophole or shortcoming, or by paying up when things aren't clear cut.
I do feel sorry for you as this is a bitter pill to swallow but you were told that this is for Blackjack only and i can tell you right now that this particular partner will not relent or change their minds regarding this.
It has also highlighted a particular issue for the partner ,the fact that they have to not only call but to also confirm via email .
By partner you mean casino?
It seems like a poor cop out to me. The casino erred, by handing out $500 with no confirmation, and now having found out (apparently) what can happen, they wash their hands and say 'sorry, our mistake, we should send out emails, but you lose anyway'.
Assuming the casino's story is accurate the player sounds a bit sharp, but frankly I don't believe he can be that poor of a customer for you. All casino games are profitable, and a player who makes $10,000 from $3,000 is demonstrating behaviour that will long-term tend to casino profits.
Honestly, while these casinos are recommended here, I know for a fact that you just don't get these kind of hassles with Microgaming casinos.
