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Heypoker payout

Discussion in 'Casino Complaints - Non-Bonus Issues' started by bdbro, May 4, 2015.

    May 4, 2015
  1. bdbro

    bdbro Experienced Member

    Occupation:
    Business
    Location:
    Bangladesh
    I have a withdrawal pending with heypoker for the last two days and all I am being told is that because it is a large amount (2500). I am wondering if anyone else is facing such problems.
    Is it possible that the new owners have instituted changes in payout times?
    I'm confused as redbet still claim instant withdrawals however heypoker seems to be in no rush to payout and support can only tell me today or tommorrow, but no specific timeframe.
     
  2. May 4, 2015
  3. bdbro

    bdbro Experienced Member

    Occupation:
    Business
    Location:
    Bangladesh
    Confiscated winnings/bonnier group

    Recent update is that i broke the bonus terms so winnings are confiscated.
    If I made a mistake, then fine but I repeatedly asked if there is any problem with my request for withdrawals and was told no. So I reversed money pending and won some more.
    If support informed me when I inquired, i would have deposited fresh funds from which I would have played but due to wrong information from support and being confirmed all is ok, i used those funds that are waiting to be processed.
    Now they have returned my deposit I played their for ages and did not like that they specifically accused me of intentionally betting higher to reach wr.

    Is this the future of these casinos under bonnier group
     
  4. May 4, 2015
  5. MariusManager

    MariusManager Official Rep for <a href="http://www.casinomeister

    Occupation:
    Senior affiliate manager at Bonnier Gaming
    Location:
    Malta
    HeyPoker prompt answer

    Dear customer,

    I would like to start by introducing myself. My name is Marius Filip and i am Senior Affiliate manager at Bonnier Gaming.

    Please let me firstly apologize for any inconvenience caused and I can assure you that we treat every case with it's due urgency. Can you kindly PM me your HeyPoker username so I advise our compliance department to look into the problem and we will get back to you ASAP.

    Thanks and kind regards, Marius
     
  6. May 4, 2015
  7. bdbro

    bdbro Experienced Member

    Occupation:
    Business
    Location:
    Bangladesh
    Thank you, i have pm you my email id



    QUOTE=RedBetManager1;688150]Dear customer,

    I would like to start by introducing myself. My name is Marius Filip and i am Senior Affiliate manager at Bonnier Gaming.

    Please let me firstly apologize for any inconvenience caused and I can assure you that we treat every case with it's due urgency. Can you kindly PM me your HeyPoker username so I advise our compliance department to look into the problem and we will get back to you ASAP.

    Thanks and kind regards, Marius[/QUOTE]
     
  8. May 6, 2015
  9. bdbro

    bdbro Experienced Member

    Occupation:
    Business
    Location:
    Bangladesh
    Heypoker

    Finally heard back confirming all funds confiscated and no mention of the lies and wrong info provided by support.
     
  10. May 7, 2015
  11. hedgehok

    hedgehok Meister Member mm3

    Occupation:
    self-employed
    Location:
    Germany
    Well, bluntly: Did you break bonus-terms?
     
  12. May 9, 2015
  13. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Alot of support cannot really get the details from game play ect, Trust me when I say I am no big fan of CS & I think alot of people will agree, I do not no what you was told but for all they new is that the withdraw was fine, Until it hit the department for checks,

    It is frustrating and yes If you had deposited fresh it may have been of different story, They are a very respected brand, It is hard to keep up with all the different rules especially as they vary across different sites but No1 rule is always check the max bet rules
     
    1 person likes this.
  14. May 9, 2015
  15. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    I made the mistake of betting more than 10% of my bonus just once when I was on a roll at 10bet. I didn't even go over by much maybe 0.60 but my withdrawal was confiscated. This was 3 years ago and I have never made that mistake again. I always double check this rule and make sure I am well below even if I have built up a good bankroll. It was an expensive lesson learnt. Have never played at 10 bet since though:p

    A lot of casinos have generous max bet something like 5 or equivalent currency and that is the case with Heypoker which I think is reasonable. It is clearly stated in the bonus t&c's so there is no excuse really to go over and if you did op the fault is with you. It seems that this rule was violated before the bonus was cleared and that is the reason for the confiscation. I don't mean to come of as being harsh and I do feel your pain. Anyway that is my take on the situation.
     
    2 people like this.
  16. May 9, 2015
  17. bdbro

    bdbro Experienced Member

    Occupation:
    Business
    Location:
    Bangladesh

    Hi, seems the point I'm making is being missed.
    I agree, I made a mistake and those funds will be confiscated. But, after that if I was told, there wouldn't be a problem.
    I have mails from them stating I broke the rules, i agree.
    I got another mail clarifying the situation from redbetmanager1, firstly it says that withdrawals above 2500 has to be processed by compliance.
    My response was my first withdrawal request was 1950, so it should have been processed.
    The reply was that support don't pay out payments that have broken terms. So that itself proves I was lied to intentionally as support knew this was a request where terms have been broken. Therefore why lie and let me reverse the deposit. After the reversal I won another 700.
    Please tell me where my fault is on the second winnings. I have all emails confirming( five or more) times that I have not made any mistake and cashout will be done tommorrow.
    They have admitted support knew of the fact that terms were broken otherwise it would have been processed, being under 2500.
    So please tell me where my wrong is and why I shouldn't be paid the second amount of 700.
     
  18. May 9, 2015
  19. bdbro

    bdbro Experienced Member

    Occupation:
    Business
    Location:
    Bangladesh

    They have admitted they new withdrawal was not fine or they would have paid it as their support can pay withdrawals upto 2500 and mine was 1950.
     
  20. May 9, 2015
  21. bdbro

    bdbro Experienced Member

    Occupation:
    Business
    Location:
    Bangladesh
    Communication

    If anyone is interested in seeing the correspondence, i would be happy to share
     
  22. May 9, 2015
  23. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    I am always happy to see any thing, We do not get to see alot of the transcripts,

    What use will it be I do not no, As mentioned not all CS can see all the necessary & if you kept to the original withdraw amount than who no's it may well be sitting in your bank by now, You may well of bought red flags when kept asking was your withdraw was ok?

    I am all for the players as there is enough hurdles to jump in the first place, Unfortunate you had broke the max bet rule, & Yet again CS telling us different things, But from there side they may have seen the play-threw met and thought was all fine,

    If all that you have is a CS telling you that every thing was fine than it will not make no difference, If it was a different scenario where the CS was in the wrong and you was locked out due to CS fault it may be a different story, But as long as you kept to the rules,

    I feel for you believe me as its a nice bit of cash & horrible when any amount is lost.

    Edit::: It is abit unfair about being told it was fine and was not, But Would you of made another deposit if they told you the 1st withdraw was voided? This is how they are probs looking at it.

    2 lessons here which no doubt you will no, ALWAYS make sure of max bet & 2nd nether REVERSE, Something I have been telling my self for years and still do
     
    2 people like this.
  24. May 9, 2015
  25. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    Ok I'll admit that in this case support could do with some retraining. As for the second amount of 700 it should be confiscated if the original withdraw was achieved while breaking the max bet rule. Therefore any money made off of that reversal would be void. I know what you are saying about the emails and all but in the end it seems simple to me. You broke the rules so withdrawal is null. Believe me I am not a player to defend casinos but this situation seems clear to me.
     
    1 person likes this.
  26. May 9, 2015
  27. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Another thing is that you may well of made a deposit if told that wins was void & if so your a better man than me,

    But would you have won even if you did make another deposit? how much was eaten up from the original 1650 reverse? You may have took it down to the last 100 than started getting wins, If thats the case you would have had to put in another £1500 to get balance up to 2500, You may not have dropped nothing so I guess this is how the casino also looks at this situation,

    Yes you made another 700 after CS telling you it was fine but as I pointed out you may have dropped more than that from the reverse
     
  28. May 9, 2015
  29. bdbro

    bdbro Experienced Member

    Occupation:
    Business
    Location:
    Bangladesh
    I agree, you make a very good point. I would have redeposited 100.
    The second round win after reversing was nearly immediately but I could be off as I don't have the logs.

    Frankly, at this stage, I'm not after the money but what the casino did was not right and heypoker and their group wouldn't use such tactics under previous owners.
    Support knew about it as their rep advised me later that withdrawals under 2500 are processed by support, so my 1950 withdrawal request was not processed by support as they knew there was a problem. What was the need to say my withdrawal is fine and will be processed tommorrow?


    HR][/HR]

     
  30. May 9, 2015
  31. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    I really did not no what they knew but if thats the case & they did not tell you than its abit deceptive to say the least, Because if you had lost the whole reverse you would of been none the wiser,

    No need for the transcript as I believe that you was told that, If every casino went by what CS state than we will all be struggling to find a casino to play :)

    I have come to find there are some good customer service out there & what know score but have not got much power to do anything, Such as put funds into acount or add a bonus unless they speak higher up and some times alot of smaller casinos unfortunately do not run 24/7 so may have to wait,

    What I have noticed is that emails have come to my rescue and most of the time better to send one of them than go round in circles trying to explain to CS (Live Chat),

    I wish you luck for your next session,
     
    1 person likes this.
  32. May 9, 2015
  33. bdbro

    bdbro Experienced Member

    Occupation:
    Business
    Location:
    Bangladesh
    [if u mean email their rep, i already did that.
    They responded that decision has been taken and I broke the terms.


    QUOTE=spintee;689140]I really did not no what they knew but if thats the case & they did not tell you than its abit deceptive to say the least, Because if you had lost the whole reverse you would of been none the wiser,

    No need for the transcript as I believe that you was told that, If every casino went by what CS state than we will all be struggling to find a casino to play :)

    I have come to find there are some good customer service out there & what know score but have not got much power to do anything, Such as put funds into acount or add a bonus unless they speak higher up and some times alot of smaller casinos unfortunately do not run 24/7 so may have to wait,

    What I have noticed is that emails have come to my rescue and most of the time better to send one of them than go round in circles trying to explain to CS (Live Chat),

    I wish you luck for your next session,[/QUOTE]
     
  34. May 9, 2015
  35. MariusManager

    MariusManager Official Rep for <a href="http://www.casinomeister

    Occupation:
    Senior affiliate manager at Bonnier Gaming
    Location:
    Malta
    Hi bdbro,

    As promised our security/compliance department investigated further and according to our records, it seems that you breach our HeyPoker terms and conditions.

    For a winning with bonus money to be legitimate it is needed to follow our rules regarding bonus offers. One of the rules is that you cannot bet with more than €5 per spin when wagering a bonus. This goes against our TC's: You must register/login in order to see the link. :

    “7.2 In relation to certain games, bonus money must be wagered by the Player a certain number of times before any winnings resulting from the bonus money can be withdrawn from the Player’s Account (called a turnover requirement). The highest wager allowed when using bonus money, until the turnover requirement has been fulfilled, is 5 euro (50 SEK) per spin and 50 eurocent (50 öre) per betting line. For the purposes of this requirement, a spin is defined as a roulette spin, a hand in any table game, a wager in Video Poker, a spin on a game machine, a lottery ticket or a corresponding game in the casino. Any bonus money wager that exceeds the above limits constitutes a breach of these Terms and Sections 4.1 and 12.1 shall apply. The turnover requirements are described on the Site (You must register/login in order to see the link.). The Player is responsible for ensuring that the Player is aware of the terms and conditions of the turnover requirements at all times.”

    According to our records you have made several spins above €5 in order to fulfill the wagering requirement, therefore the winning that you received from the bonus offer is not a winning we can count as legitimate.

    Finally, regarding your comment below I already explained to you that our colleagues from support cannot approve any withdrawals until they don’t have the “go ahead” from our security/compliance department regardless of the amount.

    That said, if there is anything we can do to make your playing experience in our platform more joyful please do let us know.

    Thanks and kind regards,
    Marius
     
    1 person likes this.
  36. May 10, 2015
  37. bdbro

    bdbro Experienced Member

    Occupation:
    Business
    Location:
    Bangladesh
    Once again, maybe I don't understand.
    But a clip from your earlier email to me states
    [as followa


    "Goods morning Amyn,

    I

    I hope everything is well and you had a great evening!



    I tried my best to help out but hope you understand that I’m not able to overturn the final decision of our security/compliance department. Sorry about that :). I hope you can put yourself in their position and can understand that applying T&C with the same measure for all our customers is the most fair approach they can take. Once again I’m truly sorry that has happened to you.



    Alternatively, I would like to shed some light on the communication you had with our support. The withdrawal process in our platform works as follows :



    If the withdrawal amount is less than €2500 then our colleagues from support will be able to approve it. However, if the withdrawal is higher than €2500 then our security/compliance department has to approve it and this might take a bit longer because they need to check if everything is Ok.


    The end

    My notes
    ABOVE IS ONE MAIL FROM THE CASINO AND BELOW IS THE Post
    Am I going nutty or for a withdrawal of 1950.as per above terms, should have been processed and either the below or above is an outright LIE
    AND ALSO it proves support new and intentionally lied that there was no problem when they knew there was a problem

    IF I'M WRONG PLEASE SOMEONE EXPLAIN TO ME.
    Lets see who will catch the discrepancies and how many of the casinomeister members are on the ball.
    Below is the post.

    According to your chat with our support (attached) I noticed that Rebecka explained to you how the withdrawal process will work in your case.

    QUOTE=RedBetManager1;689155]Hi bdbro,
    As
    As promised our security/compliance department investigated further and according to our records, it seems that you breach our HeyPoker terms and conditions.

    For a winning with bonus money to be legitimate it is needed to follow our rules regarding bonus offers. One of the rules is that you cannot bet with more than €5 per spin when wagering a bonus. This goes against our TC's: You must register/login in order to see the link. :

    “7.2 In relation to certain games, bonus money must be wagered by the Player a certain number of times before any winnings resulting from the bonus money can be withdrawn from the Player’s Account (called a turnover requirement). The highest wager allowed when using bonus money, until the turnover requirement has been fulfilled, is 5 euro (50 SEK) per spin and 50 eurocent (50 öre) per betting line. For the purposes of this requirement, a spin is defined as a roulette spin, a hand in any table game, a wager in Video Poker, a spin on a game machine, a lottery ticket or a corresponding game in the casino. Any bonus money wager that exceeds the above limits constitutes a breach of these Terms and Sections 4.1 and 12.1 shall apply. The turnover requirements are described on the Site (You must register/login in order to see the link.). The Player is responsible for ensuring that the Player is aware of the terms and conditions of the turnover requirements at all times.”

    According to our records you have made several spins above €5 in order to fulfill the wagering requirement, therefore the winning that you received from the bonus offer is not a winning we can count as legitimate.

    Finally, regarding your comment below I already explained to you that our colleagues from support cannot approve any withdrawals until they don’t have the “go ahead” from our security/compliance department regardless of the amount.

    That said, if there is anything we can do to make your playing experience in our platform more joyful please do let us know.

    Thanks and kind regards,
    Marius[/QUOTE]
     
  38. May 10, 2015
  39. MariusManager

    MariusManager Official Rep for <a href="http://www.casinomeister

    Occupation:
    Senior affiliate manager at Bonnier Gaming
    Location:
    Malta
    [/QUOTE]

    Dear bdbro,

    Today i’ve sent you a follow up message where I clarified everything:

    Regardless of the amount, our colleagues from support will not be able to approve any withdrawal until our security/compliance department will not give them the “go ahead”.

    That said, I wish you a great Sunday and if you still have some additional questions with regards to your Heypoker withdrawal then you can contact our support/compliance team for further details.

    Thanks and kind regards, Marius
     

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