Big Fat Fish
Dormant account
- Joined
- Aug 31, 2008
- Location
- Houston, TX
About a week ago, I recieved an email regarding a free 10$ No Deposit Bonus Golden Riviera Poker was running (it's all over their front page, Outdated URL (Invalid)).
I downloaded the software (never played there before, and I soon found out why..) and went through the steps to get my free mini-bankroll. Within about 24 hours, they credited it to my account.
I ran well with it over about two days, and worked it up to around 350$. I decided to cash most of it out, via courier check.
Now, the next day I went to sign back on and play with my remaining funds, however my account was mysteriously locked out. (No mention of what was going on with my withdrawal)
I contact support via email, and 24 hours later, this is the response I get:
I immediately reponsed to this vague email, asking for specifics as to what discrepancies they are talking about.
48 hours go by, no response.
I attempt to contact the toll free number to speak with a live representative. The English option goes directly to a busy line every time. No luck.
I finally get on a live chat application with a representative, who again would not give me any specific information other than that that my account was locked, and my funds would be confiscated. Unbelievable.
I've emailed them again, and still are not getting any reply. They seem content to just pocket my winnings, please help!
I downloaded the software (never played there before, and I soon found out why..) and went through the steps to get my free mini-bankroll. Within about 24 hours, they credited it to my account.
I ran well with it over about two days, and worked it up to around 350$. I decided to cash most of it out, via courier check.
Now, the next day I went to sign back on and play with my remaining funds, however my account was mysteriously locked out. (No mention of what was going on with my withdrawal)
I contact support via email, and 24 hours later, this is the response I get:
Thanks for supporting us here at Golden Riviera Poker!
Please be advised that your account was locked by our Security Department dueto discrepancies that were found on your account.
We hope you will find this in order. Golden Riviera Poker strives to ensure you the best online gambling experience, offering the craziest promotions all the time. We also back ourservices with a 24-hour toll free helpdesk service. Contact us 24 hours a day,7 days a week - if you have any queries or suggestions, visit our website.
Regards, Alex
The Support Team
Golden Riviera Poker
I immediately reponsed to this vague email, asking for specifics as to what discrepancies they are talking about.
48 hours go by, no response.
I attempt to contact the toll free number to speak with a live representative. The English option goes directly to a busy line every time. No luck.
I finally get on a live chat application with a representative, who again would not give me any specific information other than that that my account was locked, and my funds would be confiscated. Unbelievable.
You are now chatting with 'Alec'
Big Fat Fish: hi there
Alec: Welcome to the Casino Support Desk. How can I help you?
Big Fat Fish: my account was locked for some reason, and i can't gain access
Big Fat Fish: also, no one is responding to my emails
Big Fat Fish: so i'm starting to worry about my money and it's safety.
Big Fat Fish: (phone # is always busy, as well)
Alec: Which casino are you referring?
Big Fat Fish: Golden Riviera
Alec: One moment while I check my records please.
Big Fat Fish: thank you
Alec: As per our records your account had been locked by the Center of Fraud and Collusion as you did not adhere to the terms and Conditions of the poker network. Your accounts will remain locked and we will not accept any new account registration.
Big Fat Fish: what conditions?
Big Fat Fish: this doesn't make any sense at all
Alec: The Terms and Conditions you read and understood before signing up with Vegas Partner Lounge.
Big Fat Fish: I know, what condition was violated.
Big Fat Fish: Elaborate, please. Our is my money being stolen?
Alec: Unfortunately the information you are requesting I cannot disclose, if there were any outstanding funds in your account the casino will now confiscate them.
Big Fat Fish: wow.. unbelievable.
Big Fat Fish: Please provide me with a direct number
Big Fat Fish: to someone i can contact representing golden riviera poker
Big Fat Fish: You can't disclose to what means my account has been disabled, and why my money is being 'confiscated'?
Big Fat Fish: That sounds quite illegal.
Big Fat Fish: Provide me with a number to someone I can take this issue up with directly, please.
Alec: You may send us an email which we will forward to our securities department and procedures will follow further from there.
Big Fat Fish: I've already sent emails
Big Fat Fish: No one responds
Alec: You may contact the support desk on 888 652 39 87
Big Fat Fish: Sorry, the support desk doesn't work.
Big Fat Fish: I've already tried that for the past two days.
Big Fat Fish: It goes to a busy line.
Big Fat Fish: I need a direct number to to whoever is in charge of stealing my money.
Big Fat Fish: also could you please provide me with your personal information for my logs
Alec: The number I have provided is the support desks direct line.
Big Fat Fish: Alec, that's the public line listed on the website.
Big Fat Fish: Which, as I already stated, does not work.
Big Fat Fish: Give me a working phone number to contact.
Alec: The number I have provided to you would be for our American players, I could provide you with the United Kingdoms number but I do not know if it would still be toll free since you are from America.
Big Fat Fish: Go ahead and provide it for me, I'll look into the cost.
Big Fat Fish: Is the casino UK based?
Alec: The number is 800 731 42 95
Big Fat Fish: Thanks. Is this a common occurance? Players having their accounts locked and funds stolen without any specific information or explanation?
Big Fat Fish: Or will I be able to get more information, just that you don't have access to?
Big Fat Fish: My only concern is getting my money.
Big Fat Fish: At this point I wouldn't want to keep it on the site any longer anyway, considering the fraudulant activity that appears to be going on.
Alec: As stated above, you may send us an email and we will forward it to our securities department who will proceed from there.
Alec: Is there anything else that I may assist you with?
Big Fat Fish: Yes, please provide the email address I should send for the security department
Alec: Please send through your email to Help@vegaspartnerlounge.com
Big Fat Fish: okay, what is the timeline on response?
Alec: You will be notified accordingly.
Big Fat Fish: Well, I hope so.
Big Fat Fish: thanks for the information
I've emailed them again, and still are not getting any reply. They seem content to just pocket my winnings, please help!