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Bonus Complaint Golden Riviera wagering scam, play 8 houres amd only clear 7% of the bonus

Discussion in 'Casino Complaints - Bonus Issues' started by gjerken, Jan 29, 2015.

    Jan 29, 2015
  1. gjerken

    gjerken Banned User

    casino king
    Played for 8 houres at the golden riviera casino after getting the 100% bonus,
    Deposit 150 and got 150. The next day i had to ask the support of how much of the bonus I had cleared, and it was only

    Miley: Play-through achieved: 310.60. Play-through required: 5,125.00

    How can that be possible, when i play at 1.20 - 1.50 euro per time.
    Never experienced anything like that.
    Usually when I get a 100% bonus, and play for 8 houres straight, I usually clear about 50-60 % of the bonus, and now i have cleared like 6-7%, They operate with 50x bonus.

    In other word I have to play like 160 housres to clear the bonus of 150 euro

    I think its funny that you have to ask the support, to check how much of the bonus you have cleared..!

    Just a warnig to you guys, I have never experienced anythin like this before, and have played at a lot of casinos
  2. Jan 29, 2015
  3. Tirilej

    Tirilej Still a Lady CAG MM

    They are accredited here so I suggest you send a private message to their rep and ask him to investigate.

    It does sound strange so you shouldn't just accept it and give us a warning, without knowing what have happened.
  4. Jan 29, 2015
  5. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Self- Employeed
    I would ask them to dig a little deeper for you, looks like some sort of 'freak' error from where I'm sitting

    Before they pulled out of the UK I was a very loyal player at Vegas Partner Lounge (Golden Riviera included) and even managed low roller VIP status.

    Wagering was always x30 or x50 depending on the %age match and on my 'winning' days I always cleared it within a max of a couple of hours even at low stakes (0.30p / 0.60p bets) so something defo not right here unless they've suddenly adopted a ludicrous bonus policy which somehow I doubt lol....then again :p
  6. Jan 29, 2015
  7. The Viking

    The Viking Ueber Meister CAG MM

    Faroe Islands
    It sure sounds strange, are you sure you didnt play any games that count as 0% towards the WR ?
  8. Jan 29, 2015
  9. gjerken

    gjerken Banned User

    casino king
    yes, im sure played slots only
  10. Jan 29, 2015
  11. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    International Money Launderer
    the bus shelter, opposite GCHQ Benhall
    Check the terms of the bonus - were some slots operating on a reduced WR% contribution?
    1 person likes this.
  12. Jan 29, 2015
  13. sigothx1

    sigothx1 Experienced Member

    Civil servant
    just spitballing but some slots do not count towards wagering, mainly slots with jackpots that can be won, go into there terms and see if any of the slots you played are excluded from wagering, failing that get support to explain how and why you've cleared barely any of the WR.
  14. Jan 29, 2015
  15. gjerken

    gjerken Banned User

    casino king
    just spoke with them, and they want do anything, what a joke casino
    her is my chat with them:

    You are now chatting with Kayleen
    Kayleen: Hi there, how are you doing today?
    Me: hey how much have i wagerd of the bonus
    Kayleen: Please could you confirm your casino username?
    Me: tgrr0005043839
    Kayleen: Thank you Stian.
    Kayleen: You have 4 125.00 play-through left remaining.
    Me: like i said in previous chat,its not correct. i played 87 houres yestrday, and only wager 315, and i play 1 houre now and wager 800
    Me: 8 houres
    Me: im in contact with casino rep from casinomeister forum
    Kayleen: Apologies, 4 125.00 is the total amount you have to wager. You have achieved 120.47 play-through and play-through required is 4 004.26
    Kayleen: Please note that different games count different wagering contributions.
    Kayleen: Slot games count 100% towards wagering requirements, that could help with lowering the wagering requirement quickly
    Me: can you provide me with the list
    Me: i have only played slots
    Kayleen: I feel it is important for you to know which game types count what toward wagering, so here it is. Slots, Parlor Games count full (100%) to wagering requirements. Table Poker, all Roulettes, Casino War and Sicbo count an eighth (8%) to wagering requirements. Video Poker, Craps, Baccarat count a twentieth (5%) to wagering requirements. All Blackjacks counts a fiftieth (2%) to wagering requirements.
    Me: so i have played for 9 houres total the bet I use is 1.20. 1.75 euro per time, and i have only wagerd 120 points,, do you think that it is realistic?
    Me: i only play video slots, and they all wager 100%
    Me: can you answer my question, all people at the forum said it has to be a mistake, the rep from your casino,also find it strange, but none of you in the chat, find it strange?!FUNNY
    Kayleen: I am only going from what I see on the system, I would not and cannot fabricate such information. We have always used this to view player's wagering requirements, played and remaining. The information I gave regarding your wagering is the correct information.
    Me: omg
    Me: how much have i wager til now, ande wat is the total wager amount? can you give me that
    Kayleen: You have to wager a further 4, 004.26 and the total amount you had to wager is 4, 125.00
    Kayleen: Are you still with me Stian?
    Me: yes
    Kayleen: Is there anything else I may assist you with?
    Me: so i have only wager 120 points so far after 9 houres of playing 100% slots machines
    Me: do YOU feel that its correct, and its nothing you want to look into
    Me: when i spoke with you guys a little earlyer i was told this
    Me: Miley: Play-through achieved: 310.60. Play-through required: 5,125.00
    Kayleen: One moment please.
    Kayleen: Please hold for my pitboss..
    Me: OK

    You are now chatting with Natalie
    Natalie: Hi there Stian, you are chatting to the pitboss on shift.
    Natalie: Please note that I will be taking over this issue from now.
    Me: ok great, i assume you have read what i trped in the chat
    Me: typed
    Natalie: Yes, and Kayleen was looking into your play check.
    Me: yes
    Natalie: Kayleen is providing you with accurate information in regards to the wagering that is still requested from you.
    Me: and i was told that i had only wager like 120 points or so after 9 houres of playing 1.20-175 euro bet. how is that possible when i have only played video slot machine
    Me: that wager 100%
    Me: then i have to play like 150 houres or so, to clear the bonus, is that realistic?
    Natalie: Remember, you need to use your cash balance to wager on the bonus.
    Me: i assume all the video slot machines are 100% wager, that i was told
    Natalie: That is correct.
    Natalie: Please note that our games have all been created by Microgaming™, and the games make use of a Random Number Generator, which is designed to produce unpredictable results. This is the same as throwing a pair of dice: you never know what number will come up next.
    Me: but can you answer the question, do YOU feel its correct to only wager that low after 9 houres of playing
    Me: then i have to play 170 houres to clear the bonu?
    Me: all other casinos you play for like 15 houres to clear a 100% bonus, but her i have to play for 170 houres?
    Me: and why do i get diffrent wager amount from you chat people
    Me: Miley: Play-through achieved: 310.60. Play-through required: 5,125.00
    Me: and the other ay 120 of 4000 or something
    Natalie: It seems impossible, we never had a complaint like this before.
    Natalie: The Random Number Generator is completely independent from any other part of our system. Our systems have been independently reviewed for fairness and conformity with gaming rules, payout regulations, and standards of fairness. Our casino is continually reviewed and monitored by a leading international auditing organization. (You must register/login in order to see the link.)
    Me: i talked to people at casinomeister forum, and the all find it very strange
    Me: its not a random "rake" each time you spinn, its the same number for each bet, if i bet less i have to play more to clear the bonus right?
    Me: do you read what i write, so every player i have to play like 160.170 houres to ckear the bonus at you casino, but all the others you can play like 10-15 houres ( depending of the x time wagering)
    Natalie: I read the comments on casinomeister and we had more good comments about this casino than bad. We have players that have been gaming with us for many years and they never had to wager on a bonus for that long.
    Natalie: We have no control over the games and wagering. The games make use of a Random Number Generator, which is designed to produce unpredictable results.
    Me: i m not saying your casino is bad,but why do i have to play that long to wager the bonus, that is my question, I am just syin it has to be something wrong.
    Me: You have to find it strange to?!!!
    Me: if evry player experienced the same thing that i do,I don't think you would have a single player left
    Natalie: I find it very strange that you had to wager for that long but we have no control over the wagering. Would you like us to send you an audit report so that you can see how your gaming in the casino has been and which games you have been wagering on?
    Me: yes, but you have the control of the casino, Do you feel that its correct to let me play 150 houres so i can clear my bonus and make a whitdraw. I can't make a whitdraw from my account before i have played 150 houres. if the wagering continue to be that low. You know and I know that i'm gonna loose all my money
    Me: You can help me to make a whitdraw and forfeit the bonus, THAT IS IN YOUR CONTROL
    Natalie: I do not think it is fair, hence we are saying that we have no control over the games and the wagering. I'm afraid that will not be possible.
    Me: so your saying that its not in the contro of yours to stop a bonus? do you mean that the random generator is in control of that to. Do they own your casino?
    Me: So in this case you mean I should just play on for 160 houres before i can make a withdraw?
    Me: this conversation ig soing on casinoimester
    Natalie: I am not mentioning the time it will take for you to wager, I'm afraid I do not have control over that either. What I would advise you to do is meet the wagering requirements as stated in the casino terms and conditions in order to make a withdrawal.
    Me: your not helping me at all, fucking waste of time
    Me: you do not control anything
    Natalie: I'm afraid the bonus is not forfeit table.
    Me: it is if you want to, please don't say that you can't stop a bonus, because that is a lie
    Me: when its obvious that something is wrong, YOU should stop the bonus and let me withdrtaw???????
    Natalie: I'm afraid we will not be able to do that. You will need to wager the bonus.
    Natalie: You accepted the terms and conditions when you register so the T&C’s were in place and that it is unfortunate but necessary that we enforce them.
    Me: yes i did , but when its something wrong. nad you can't fix it. So I have to play 150 houres moere to clear the bonus. T
    Me: ok posting this on casinomeister
    Me: good luck
    Natalie: I'm sorry that you feel that way, however, we will not be able to remove the bonus.
    Me: Ty so much
    Me: fk cu...
  16. Jan 29, 2015
  17. vinylweatherman

    vinylweatherman You type well loads CAG MM

    STILL At Leisure
    United Kingdom
    This is going to be seriously embarrassing for the casino if it turns out that it is an error on their end after all this denial.

    However, it's not the length of time spent playing that matters, it's the total amount placed in wagers multiplied by the weighting factor. Given 9 hours spent playing, it is inconceivable that any player could play so little with bets of that size without dying of boredom, so the CS and pitboss are not really doing so well here as they are simply not reading what the player is actually saying, rather they are answering the question they THINK the player is asking, and answering from the assumption that the player is wrong, and has no idea what they are on about.

    There is one thing you can do for yourself, log in and go to Playcheck, then take copies of all your bet transactions from the point you started play with the bonus to the point where they add up to more than the amount the CS claimed you had made in wagering. If you are able to reach this point, the casino has the problem, not you.

    Sometimes it takes this kind of effort to force the casino into a corner where they have no choice other than to admit their systems are faulty.
  18. Jan 29, 2015
  19. Tirilej

    Tirilej Still a Lady CAG MM

    You did use really bad language in there and that is not acceptable no matter how irritated you are.

    You talked to the rep here. Didn't he promise to look in to the matter for you?
    It clearly is something wrong with the wagering. That's obvious, and the staff should promise to investigate too, not ask you to read the logs.
  20. Jan 29, 2015
  21. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Admin Warning

    Do not ignore our procedures on properly posting complaints. Read the rules. We have a zero tolerance policy concerning these violations and any further transgressions will cause your account to be closed.

    Thank you.
  22. Jan 29, 2015
  23. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    House-Husband and Casino Advisor
    Bexhill on sea, England
    This is NOT the way to resolve an issue at any casino. :(

    It is blatantly obvious that something has gone seriously wrong with your wagering - but you can't expect the Live Chat people to sort it out.
    You need to look at your play-logs and see what you played (and if possible, work out how much you actually did wager), then contact the casino management, and then give them REASONABLE TIME to investigate and find out what happened.

    If they take more than a couple of days - or come back with an unsatisfactory answer, THEN contact the forum rep.

    If HE doesn't come back to you with a satisfactory answer, THEN you Pitch-A-Bitch.

    The total time consumed doing it the right way would probably be less (and less frustrating) than the time you spent on the Live Chat.

    3 people like this.
  24. Jan 29, 2015
  25. curremon

    curremon Senior Member PABnononaccred MM

    But really if you have placed bets 1,20-1,75 that means you have played hundred or less spins during that 8 hour perioid.. that makes it about 1 spin per ~4-6 minutes :D
    If you really have played that long and with that betrange there must be error in system.
  26. Jan 30, 2015
  27. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Self- Employeed
    There is definitely an error somewhere in the system but like the experienced members here advise you got to stay calm and focused to get things sorted.

    I am confident it will turn out in your favour but not if you start attacking the casino staff etc, I have had similar issues at other casinos over the years and when I have provided a very 'rough' breakdown of wagers met without even using playcheck they have always ruled in my favour (even if it is eventually lol)

    A good portion of live 'helps' across the board do not really fully understand the complete in's and out's of the MG software, casino policies etc and I feel in an attempt to be helpful will sometimes say anything, why In your case she started on about RNG's I do not know!

    Stay cool, work out and write down which games you played and even estimate how long you were on these games and work out a very rough estimate of what YOU think you've wagered and use that as a starting point to help the casino investigate.

    I would recommend approaching via e-mail next time as live help can be equally frustrating for both parties over complicated issues

    Hope this helps
    Last edited: Jan 30, 2015
  28. Jan 30, 2015
  29. spintee

    spintee Meister Member webby mm2

    gambler :)
    Something does not seem right, I have not a clue why the CS bringing RNG into it ?

    Some times there could be lag on there system, Once I had this problem at Guts, And Joonas sent me my logs and turned out every thing was fine,
  30. Jan 30, 2015
  31. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    International Money Launderer
    the bus shelter, opposite GCHQ Benhall
    CS doesn't understand the issue. They obviously have no experience in playing bonuses through.
  32. Jan 30, 2015
  33. adamtheaddict

    adamtheaddict Meister Member

    my beard will have grown back in 160 hours.

    couldn't help but notice this line:

    ''Natalie: Remember, you need to use your cash balance to wager on the bonus.''

    maybe that has something to do with it? still horrendous though.
  34. Jan 31, 2015
  35. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Self- Employeed
    If I totalled the amount of wasted time on various live chats over the years lol.....

    Go for the e-mail option and ask for a pit bosses or managers email addy to send it to.

    Its apparent to everyone it seems that something is not right apart from the casino in question!!
    1 person likes this.
  36. Jan 31, 2015
  37. gjerken

    gjerken Banned User

    casino king

    It has now been sorted out, I think its a big misunderstanding. I couldn`t see how much of the bonus I had cleared, and asked the chat host for answers, I asked 2 of them and they both gave me the same answer, that I haden`t cleared more than 5-9 % of the bonus.
    That had to be a mistake, becaus I cleared the bonus after playing about 15 .20 houres or so. thank god!!

    The problem is that i really have to beg the chat host, and the pit boss of the chat, to look into my case. they just copy things in and talking about random generator...

    Some of you guys say I`m a bit aggro or harsh and use a bad language, is that so strange, when i get chat host, that nearly no what I`m talking about and has no clue what it takes to clear a bonus,and not so helpful, talking about random generator, and auto copy paste things all the way.

    I have played poker for many years, and they have cleaned up the buisness, but at the casino world, there are so many casinos that are untrustworthy, almost every time I`m at a new casino, ther is a problem, so not so used to that.

    I`, m not saying that golden riviera is untrusthworty, I have no such experience, just that some of the chat host, didn`t help me that much...

    All of the casinos have a lot to learn of how Pokerstars.com treat players, and people don`t be so fucking sensitive... jeez
  38. Jan 31, 2015
  39. Tirilej

    Tirilej Still a Lady CAG MM

    Have you ever learned to show some respect to people?
    Are you talking that way in your own language too? I doubt you are.

    They are just doing their job in chat. The reason they maybe can't help you is because they don't know how to. They have been trained to say certain things. In this case they were not correct, but that does not give you any right to talk to them like that.

    Maybe you also should understand that it's not correct language to use in this forum either, and can eventually get you banned.

    Glad you managed your playthrough though.

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