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Golden Riviera casino is trying to trick me....

Discussion in 'Online Casino and Poker Complaints - old section' started by Paola, Jun 4, 2005.

    Jun 4, 2005
  1. Paola

    Paola Dormant account

    Occupation:
    Sales
    Location:
    Mexico
    I played the sign up bonus on Golden RIviera Casino and Miami Beach Casino,

    Before I downloaded the casino I wanted to make sure that Power poker counted as legal wager. I had that confirmed so I started playing. However I ended up with 110 and 254 credits in the two casinos after finishing the wager requirement. However, I recieved this email after my cash in:

    Dear Paola,

    Your 254 cash-in has been returned to your gaming account, as you have
    not met the wagering requirements. You need to wager 2250 in order to
    qualify for the cash-in.

    Wagers on BlackJack, Video Poker and SicBo will not meet wagering
    obligation with regards to your initial download bonus.

    I got a similar mail from the other of the two casinos.

    I found out that GOlden Riviera had a livechat so I contacted them to find out what was the problem. This is cut out of the livachat session:

    Sarah: You have wagered 2250 on Multi Hand Video Poker(a game that does not count towards the wagering requirement) and 1 on Slots at Miami Paradise

    Sarah: You have wagered 3770 on Multi Hand Video Poker (a game that does not count towards the wagering requirement) at Golden Riviera

    Paola Otero Sierra: so if the games had countes I would have fulfilled the wager requirements?
    Sarah: Yes you would have in both cases

    Sarah: Power poker does count towards the wagering requirement, but my records show that you played on a mutli-hand video poker.

    So I asked her what is Multi Hand Video Poker cuz I could not find the game in the list? Apart from that I know that I have played jacks or better 4 play power which was allowed.

    Now I am getting desperate because they try to make me keep on playing even though I have fulfilled the wager requirement...what can I do?
     
  2. Jun 4, 2005
  3. UKDafoe

    UKDafoe Dormant account

    Location:
    US/UK
    "Wagers on BlackJack, Baccarat, Craps, Roulette, Video Poker and SicBo WILL NOT meet your wagering obligation with regards to your initial download bonus."

    I'm not sure what is confusing about their terms.
     
  4. Jun 4, 2005
  5. jpsartre

    jpsartre Dormant account

    Location:
    Denmark
    How did you confirm that Power Poker is allowed? Did they tell you this? It's pretty clear in the terms that Power Poker is not allowed since Power Poker is a videopoker game.
     
  6. Jun 4, 2005
  7. Vesuvio

    Vesuvio Dormant account

    Location:
    UK
    If they actually told you (ideally by e-mail) that power poker was allowed, then they should let you withdraw. It clearly isn't according to their terms (it's just multi-hand video poker), but if they told you the opposite then it's their mistake and they should accept it. You probably have a good case to take this to eCogra, as long, again, as you have written evidence of their position.
     
  8. Jun 4, 2005
  9. paul02085

    paul02085 Dormant account

    Occupation:
    Mgmt
    Location:
    USA
    Sarah: Power poker does count towards the wagering requirement, but my records show that you played on a mutli-hand video poker.

    Another example of CSR who has zero clue. LOL. :lolup:

    I guess the above is proof they acknowledged power poker does count. Now if they only knew what power poker is....geez.
     
  10. Jun 5, 2005
  11. Paola

    Paola Dormant account

    Occupation:
    Sales
    Location:
    Mexico
    I also have a screenshot of the livechat where she says that Power Poker is allowed and I have an email in whihc it is confirmed too, so it is kind of clear that Power poker counts. Lets see what they tell me....
     
  12. Jun 5, 2005
  13. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Do you mind posting the livechat you mentioned.
     
  14. Jun 5, 2005
  15. jpsartre

    jpsartre Dormant account

    Location:
    Denmark
    If that's the case I guess they ought to pay. But why ask them about it in the first place?
     
  16. Jun 5, 2005
  17. vedat

    vedat Dormant account

    Location:
    TURKEY
    power poker is a video poker

    power poker is a video poker every one knows that i think you tryed to confuse casino support generally they dont know a thing players know better than them in some casinos
     
  18. Jun 5, 2005
  19. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    Sad but probably true - players know more than CSRs in most casinos!
     
  20. Jun 6, 2005
  21. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Hi Paola,

    Welcome to the forum. One of their casino reps is a new member here as well, and I'm sure she'll get to the bottoom of this right away. Looks like a case of confusion on the CSR :D
     
  22. Jun 6, 2005
  23. Paola

    Paola Dormant account

    Occupation:
    Sales
    Location:
    Mexico
    Wagers on BlackJack, Baccarat, Craps, Roulette, Video Poker and SicBo WILL NOT meet your wagering obligation with regards to your initial download bonus.

    As I see it the terms dont say that Power poker does not count, but just to make sure I wrote the casino support. When I had confirmed that it was valid I purchased and started to play.

    Now I am kinda shocked. Since I am quite new to all this casino, I really trust the casino supporters and if I have to be punished because a casino supporter has told me something wrong I would find it extremely unfair.....
     
  24. Jun 7, 2005
  25. jpsartre

    jpsartre Dormant account

    Location:
    Denmark
    Come on... your'e telling us that you didn't realise Power Poker is videopoker? The Power Poker games are even in the videopoker section...
     
  26. Jun 7, 2005
  27. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Paola,

    Did you really not know that power poker is a kind of video poker. They are actually the same games except that the former is a multi-hand game and which is likely to make your bankroll last longer than the normal one hand VP. I am surprised that despite having said so much,you have still not shown the relevant chat and e-mail where it is claimed that they allow power poker as part of their WRs. This is distinctly different from another post where the casino says that poker pursuit is a form of VP where obviously it is not. Did you take the clue from there?
     
  28. Jun 7, 2005
  29. Paola

    Paola Dormant account

    Occupation:
    Sales
    Location:
    Mexico
    Well, here is from the livechat:

    -please wait for a site operator to respond
    -you are now chatting with Sarah
    Sarah: Welcome to our live chat service.
    Sarah: How may I help you today?
    Paola Otero Sierra: helllo
    Paola Otero Sierra: I have a question, does any kind of
    Power Poker count as legal wagers for the download bonus?
    Sarah: Yes - only videopoker does not count towards wagering.
    Paola Otero Sierra: Fine

    It may be obvious to me that power poker is videopoker but for me it is not since I am a new player. The point is that I asked a supporter because I was not sure if power poker would count and since she told me that it was allowed I started playing. If I cannot trust the live supporter who can I trust then?

    I have the screenshot but I dont know how to upload it to here, could one of you guys tell me how to upload it?
     
  30. Jun 7, 2005
  31. sharpgambler

    sharpgambler Webmaster

    Occupation:
    webmaster, research
    Location:
    www
    Just choose Post Reply and then browse down and go to Additional Options > Manage attachments and then upload your screenshot.
     
  32. Jun 7, 2005
  33. Paola

    Paola Dormant account

    Occupation:
    Sales
    Location:
    Mexico
    Thanks!
    Here is some more I have copied from our livechat:

    Paola Otero Sierra: but first please confirm that I have fulfilleded the wager requirement and that I am free to cash out
    Sarah: You played multihand video poker with the download bonus - did you not?
    Paola Otero Sierra: no I played jacks and better power poker
    Paola Otero Sierra: multihand video poker = power poker
    Sarah: I have to check with the gaming server, because the system shows multi-hand video poker (jacks or better)
    Paola Otero Sierra: yes which is Power poker
    Sarah: This is not power poker
    Paola Otero Sierra: that is not true
    Paola Otero Sierra: 4 hand power poker
    Sarah: Then that qualifies as a restricted game.
    Paola Otero Sierra: no it is not true!
    Paola Otero Sierra: there is not such a game
    Sarah: Let me check the RN account - please hold...
    Paola Otero Sierra: you are confusing yourself
    Paola Otero Sierra: the name of the game I have played is: jacks or better 4 play power poker

    Casinomeister what can I do? I have still not heard from them and they promised to write back to me on monday.
     
  34. Jun 7, 2005
  35. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
  36. Jun 8, 2005
  37. Paola

    Paola Dormant account

    Occupation:
    Sales
    Location:
    Mexico
    so finally I got paid, I am so relieved.
    I really appreciate that there is a site like this one.

    And to Golden Riviera, I think they should make their terms and conditions more clear so newbees like me dont get confused. Finally I think they should inform they supporters better so they dont give wrong informations on live chat...

    :)
     
  38. Jun 9, 2005
  39. sharpgambler

    sharpgambler Webmaster

    Occupation:
    webmaster, research
    Location:
    www
    They are not thieves.

    The problem here is not with T&C's. It's clearly stated that:

    Wagers on BlackJack, Baccarat, Craps, Roulette, Video Poker and SicBo WILL NOT meet your wagering obligation with regards to your initial download bonus.

    Power poker is a kind of video poker.

    but in this case you spoke with a casino rep, who said that you can play power poker. Then, you can play power poker and they have to pay if you win. This was definately an error of casino rep, and golden riviera paid you only because of that, I think.
     

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