Highnoon bonus issue

[psmith2020]

but on cashino sign ups in the past I haven't allways put in my correct mobile number in and I haven't had a problem and plus I haven't got a landline either

 

[Casinomeister]

but on cashino sign ups in the past I haven't allways put in my correct mobile number in and I haven't had a problem and plus I haven't got a landline either

I think it's relatively new. I signed up yesterday just to give it a test run, and yes I had to include my mobile/cell/handy #.

 

[shaky]

Did you not say earlier in the process "I included an obviously wrong cell (123-4567) only because it was a required field"?

Things seem to have changed from "yes, I buggered the cell number field because ..." to "they did it on purpose to screw me out of my cash". Two very different versions of the story. Which is it?

I buggered the cell but included the proper home number. the home number was the problem they said not the cell. There has been one version all along. they say my HOME NUMBER was no good (somehow the cell got put in the home number area thus not matching faxback home number) not the cell and i know the home was good when i filled form out

 

[skiny]

Just to add - this was a free chip, so there was no funds taken or given. The casino's position is that all players must follow its instructions on signing up - the player purposely entered erroneous information. If it had been an honest mistake, then I'm sure there would have been a different outcome. But it wasn't, so there isn't.

If it had been an honest mistake?

The truth is, if it had been an honest casino he would have been paid. This a Club World casino. That means the casino's position is if they can find an excuse not to pay, they will. I said this was a waste of time right from the start.

I've disagreed with decisions by casinos in this group several times. In fact most of the members discussing these cases have disagreed with casinos in this group. The last time one of these Club World casinos just didn't bother paying someone it was because the player broke a term that you agreed was too vague to use and yet the casino used it. Whether or not they changed the term after is irrelevant. They used a vague term to renege on a payment and remained accredited.

This isn't some unknown, new member you're talking about this time. This is my brother. I was talking to him when he signed up. I'm not speaking from conjecture or opinion. I'm speaking from fact. The only number he was unwilling to give was his cell phone number and I don't blame him one bit.

The casino requires a cell phone number at sign up. An unnecessary piece of information that many people are not willing to give. How many people do you think sign up and not enter their cell phone number? That leaves the casino open to not pay these people any time they feel like it and obviously they're quite happy to use it.

The Virtual casino group wanted out of the pit and everyone said no. I say what's the difference? If accredited casinos are going to use any loophole they can find not to pay people you might as well let them all in. There was absolutely no reason not to pay this player other than they didn't want to and this time it's not my opinion. It's a fact.

If this is the kind of honest and fair behaviour expected of by accredited casinos then you tell me what the point is in using that list because until Club World casinos start paying all the people they owe money to, I see absolutely none.

 

[clubworld]

I have never made a complaint via PAB, or any other method, before but I feel
I am being wronged by a casino and I believe I need some help.
I downloaded the highnoon casino through a no deposit link at a friends forum.

In the sign up form it asked for a cell phone number and I do not own a cell phone
other than a work cell which I do get bills in my name for but I am not permitted
to use in these cases. I entered my appropriate home phone number where
applicable and tried to leave the cell part out. It was a required field so I had no choice
but to enter a number to carry on. I entered 613-123-4567 as i i didn't think the cell mattered
as it never had before on any of my other casinos. So i carried on and completed the
sign up form and claimed the bonus.

The bonus was a 60.00 no deposit bonus with a 30x WR (pretty typical) and to my
surprise for the first time ever I was able to pass the WR with 481.00 remaining as
a cashable withdrawl. I contacted the live chat to find out the requirements and
was instructed on what to do. I was told max cashout was 5x the 60.00, so 300.00.
Great! All I needed to do was make a 21.00 dep and send in proper documentation
for verification including faxback form. I made a 25.00 dep and sent all forms in right away.

Monday morning i received an e-mail from highnoon casino telling me 2 things needed
to be adjusted before verifying my account and processing my 300.00 WD.
I needed to rescan my ID ( drivers license ) as the resolution was too low and that my
phone number on my account didn't match the one on my faxback form.
The e-mail asked me to provide a time that they could contact me by phone to verify
my phone number. Nowhere in the e-mail did it say this was a problem other than
verifying my phone number.

I replied that I would fix the ID and wasn't sure which phone number was wrong.
I resent the new ID file and all documents were fine now.
At that time I contacted live chat to ask about the number as I was unsure as to
what they meant. The support asked me if I could give them a contact number
and when they could call me to verify it. I gave them my home number (same one on
my sign up and faxback form ) and the lady called me within 2 minutes to verify.
I told support about the cell i entered and maybe that was the problem. She said
that was ok and calling me to verify home number was fine and that there should be
no problem going forward and she would forward that info to the cashier.

The next day I received another e-mail from highnoon telling me that my phone
was incorrect and they would not be paying me and closed my account also.
I was shocked. I contacted live chat to find out what was going on. I explained the
cell thing again and again was told that wasn't the problem. They said my home number
on my account was entered wrong and that was the reason. I told her there is no way
I entered a wrong number for home. I have several casino accounts and they are all
fine and I can assure you I know my home phone number, besides they called me
the night before and it was verified.

According to chat support the cell number i used
was entered in all phone number spaces on the sign up form. I now that is untrue.
Besides, they verified my number already. Why would I enter the same number in all
the spaces for phone contact? That makes no sense. I don't know what happened after i
filled the form out but they claim I entered a false home number when I know
I didn't. This is the reason for not paying me?

I contacted my friend as to what to do before coming here as i did get
the casino from his site. He told me he would speak to them about it.
According to him in all his years he has never seen
a casino not pay over a phone number and was confident it would be resolved no
problem. He said even if the number was wrong it should be ok once they verify my
number ( even though I know the number was correct).
He got nowhere and is still shocked and has no idea why they are being like this.
Now I am here. I don't know what else to do but I feel that highnoon is just making an excuse
not to pay me for some reason known only to them.

Hi shaky,

I Would like to clarify the facts from when you signed up:

The sign up form asks for a cell phone number which was entered incorrectly as stated in your very first post 613-123-4567. We didn't have a valid contact number until you won and wanted to cash out and sent the verification documents. The phone number provided on the verification form didn't match your account number so we asked why.

Your explanation in email correspondence with cashier:

As far as my phone number I am not sure what you mean. On the faxback form I listed the same number for day and evening. This should match my home phone number on my account (613-xxx-xxx).

Again the phone number on the account was the fake cell phone.

Our cashier team deals with hundreds of new sign ups claiming free bonuses every day, it is a vital fraud protection tool to check each account and make sure that any new customers provide correct account details in line with our T&C's.

The fact is that sign up details were incorrect from the start as we didn't have a valid phone number to contact you on. If you were unsure about the sign up form we do have customer support who can answer any questions.

I'm really sorry that this happened, we are not trying to find any loopholes, the terms of use clearly state to provide accurate /correct /verifiable account information.

I feel the $60 free chip available to all in Highnoon casino is very generous, all we ask from you is to provide correct details to protect us and you from fraud.


Kind Regards,
Karolina

 

[aceking123]

Hi shaky,

I Would like to clarify the facts from when you signed up:

The sign up form asks for a cell phone number which was entered incorrectly as stated in your very first post 613-123-4567. We didn't have a valid contact number until you won and wanted to cash out and sent the verification documents. The phone number provided on the verification form didn't match your account number so we asked why.

Your explanation in email correspondence with cashier:

As far as my phone number I am not sure what you mean. On the faxback form I listed the same number for day and evening. This should match my home phone number on my account (613-xxx-xxx).

Again the phone number on the account was the fake cell phone.

Our cashier team deals with hundreds of new sign ups claiming free bonuses every day, it is a vital fraud protection tool to check each account and make sure that any new customers provide correct account details in line with our T&C's.

The fact is that sign up details were incorrect from the start as we didn't have a valid phone number to contact you on. If you were unsure about the sign up form we do have customer support who can answer any questions.

I'm really sorry that this happened, we are not trying to find any loopholes, the terms of use clearly state to provide accurate /correct /verifiable account information.

I feel the $60 free chip available to all in Highnoon casino is very generous, all we ask from you is to provide correct details to protect us and you from fraud.


Kind Regards,
Karolina

hi no wonder online casinos are getting a bad name a simple telephone number & no breaks of terms is regarding wagering or bets to high get this kind of result although clearly they did get hold of the op via telephone anyway , makes me wonder

 

[Redbush54]

Was the players $25 deposit returned when his account was closed?

 

[clubworld]

Hi Redbush54,

Player deposit was refunded when cashier made the decision.

Kind Regards,
Karolina

 

[Casinomeister]

...

The truth is, if it had been an honest casino he would have been paid. This a Club World casino. That means the casino's position is if they can find an excuse not to pay, they will. I said this was a waste of time right from the start.

C'mon. That's a load of crap. We get it, you don't like Club World. But if that's the case, why did you allow your brother to play there?

They used a vague term to renege on a payment and remained accredited.

How is this a vague term? It's explicit - right there in black and white.

This isn't some unknown, new member you're talking about this time. This is my brother. I was talking to him when he signed up. I'm not speaking from conjecture or opinion. I'm speaking from fact. The only number he was unwilling to give was his cell phone number and I don't blame him one bit.

Then what are you complaining about if you don't blame him one bit? You provide the info or you don't. Follow the terms or choose not to. These are decisions that you and your brother made. If they request info, you are obliged to give it to them, or bail from the website.

The casino requires a cell phone number at sign up. An unnecessary piece of information that many people are not willing to give...

I don't understand why you feel it's unnecessary when it's been explained ad nauseum via the forum that phone numbers are used to combat fraud. I'm sure if you placed yourself in the operator's shoes you'd be doing the same thing.

The Virtual casino group wanted out of the pit and everyone said no. I say what's the difference? If accredited casinos are going to use any loophole they can find not to pay people you might as well let them all in. There was absolutely no reason not to pay this player other than they didn't want to and this time it's not my opinion. It's a fact.

There wasn't a loophole. They enforced their terms which are clear and to the point.

If this is the kind of honest and fair behaviour expected of by accredited casinos then you tell me what the point is in using that list because until Club World casinos start paying all the people they owe money to, I see absolutely none.

It was the casino's choice to not give your brother a free ride. I spoke to them over the phone about this yesterday, and they made it clear that it was a free chip, and that the player had intentionally given them false info. You and your bro are asking them to make an exception. Sure that's the normal thing to do, but if you don't like the outcome, then it's just an unfortunate turn of events.

To go on and on how evil they are is not justified. It was up to them to let your brother slide. They chose not to - that's just the way it is.

 

[Balthazar]

I don't understand why you feel it's unnecessary when it's been explained ad nauseum via the forum that phone numbers are used to combat fraud.

Or in this case, used as an excuse not to pay. If it were solely to combat fraud (ie: verifying players), OP would have been paid once they'd have verified the new phone number. Bryan, please.

 

[BMWSTACK]

12. The player is required to provide their complete, current and full personal details, including a phone number where they can be contacted. Incomplete, inaccurate or fraudulent information may result in the player’s account being closed and any bonuses and winnings being removed.

The term is right there. It doesn't say anything about being allowed to provide inaccurate information and then fix it once requesting a cashout.

I am in the middle on this one. If Clubworld made the decision to pay thats fine, and if they made the decision not to pay that's also fine. I can certainly understand that the player was not intending to be fraudulent, but inaccurate info was provided.

If Clubworld ignored their own term and allowed people to reenter info after the fact they would be bending the rule everyday of the week. Can you imagine the number of people that take a free chip, and don't provide proper info? I would have to think that this happens quite often. I can see where people would take a "free bonus" and not want to provide correct info, especially the ones that don't know much about online gambling. So if they made this one exception it would allow for people to come out the woodwork to get their same situation handled.

Remember accurate information is nothing new in this life. Provide one digit off on an address or telephone #, and your credit card application, home loan, auto loan can get denied.

 

[cpdnd31]

I understand everything that is being said here and lets face it us old timers know the rules. BUT what bothers me is they called and verified him. He was honest and said to the club world staff on the phone about his number she said OK. So then he was led to believe it was OK then it was taken away. ---

So one person said one thing and then someone else did something different.

That bothers me big time/

 

[Jasminebed]

C'mon. That's a load of crap. We get it, you don't like Club World. But if that's the case, why did you allow your brother to play there?

To go on and on how evil they are is not justified. It was up to them to let your brother slide. They chose not to - that's just the way it is.

I've met both skiny and shaky, and I can't see that anyone gets to ALLOW the other's behaviour, they are grown men.

I'm disappointed for shaky, I truly am. I have no knowledge myself if the home number was entered correctly or not, or maybe came back blank when the form was originally rejected, and then the casino only had the fake cell in their records.

There are quite a number of ClubWorld casinos, and most offer free chips. You might want to close any accounts you have opened at their properties as well.

I guess the lesson for all of us here is if we don't have, or don't wish to provide, certain information to casinos, that we clear what to do with support and save the chat, or choose a different casino if they tell us we can't sign up without a cell, or a home phone, or our Social Insurance Number.

 

[BMWSTACK]

I understand everything that is being said here and lets face it us old timers know the rules. BUT what bothers me is they called and verified him. He was honest and said to the club world staff on the phone about his number she said OK. So then he was led to believe it was OK then it was taken away. ---

So one person said one thing and then someone else did something different.

That bothers me big time/

I understand your point, but the sequence of events shows that the contact did not happen until the telephone # was provided to Live chat after the attempt to cashout. See below.

The support asked me if I could give them a contact number
and when they could call me to verify it. I gave them my home number (same one on
my sign up and faxback form ) and the lady called me within 2 minutes to verify.
.

Contact happened after # was provided.

ME: i don't understand what you meanby all numbers were incorrect...which ones? my home number was correct

Kirsty: IDay Phone: 6131234567

Kirsty: Home Phone: 6131234567

Kirsty: Mobile/Cell Phone: 6131234567

.

This is just a case of what the OP says he provided and what Clubworld says they have. Maybe all the #'s reverted to the cell # provided somehow.

But even if they did have the correct home # they could have still voided because cell # was incorrect.

 

[maphesto]

This issue isn't an easy one. I can certainly understand both sides.

Hign Noon really have a good ND bonus offer, it's probably the highest for an accredited casino (am I right?). With these kind of offers there is of course many players who want to try it again and then provide a friends name/address. That's probably ok for the friend, but the friend doesn't want to answer the phone and lie...

The easiest then is to give false phone number and then correct it if you win. The casino knows about tricks like this and therefore they write their T&C's in a way to make sure this doesn't happen. Shaky obviously broke those rules.

The rule is there to prevent fraud. If the player breaks the rules, but can provide info that makes the casino believe that he is the real person who signed up you might think that the casino pays. Why wouldn't they?

They might think that the player is someone else? Maybe they still think it wasn't shaky who registered and played, maybe they think it was Shorky, Twarky or even Skiny who played?

Or they might think that if we pay this player, we have to pay all other players who provides false info from the beginning?

If someone now reads this and think that it's a brilliant idea to use their friends info, please think of the fact that the casino can check IP addresses and compare.

I think I would have paid the player if I was the boss. I would have thought about all who read this thread and then thought of those measly 300$.

 

[spintee]

Whats done is done, Yes its a shame but you have to understand that most of us are reg gamlers and no the rules, Some sites do give you a break, But it does come to a point when enoughs, enough, Just because you a member her or any where else does not mean you get the special treatment, Some people may think this is an unfair rule, Me also, But simple thing is not to signn up,
We all no that if casino is unfair and made mistake than will be in our favour, Just because it does not go our way does not mean its unfair or rouge, Considering skiny and shaking have both had there fair share of time on here and there best mate promote the group now they say its out of tune?
Once again I do feel bad for OP but casinos canot keep letting people of as when will it ever end?

I do not mind geting a few hatters for what I have write but Im only stating the facts,

 

[bpb]

What an absolute fucking joke of an outcome.

 

[kadcox]

Lord only knows the number of times I hate that I gave out my cell number to a casino. They call all through the night and while I'm at work. From a player point of view. You can't blame some of us for not wanting casinos to have your number. They sometimes can be worse than bill collectors.

Some people don't have land nor cellphone. But uses cable service for Internet. What should they fill out on the casino form then?

 

[psmith2020]

but why do some cashinos need to ring you to check who you are and most don't

 

[BMWSTACK]

The rule is there to prevent fraud. If the player breaks the rules, but can provide info that makes the casino believe that he is the real person who signed up you might think that the casino pays. Why wouldn't they?

I think I would have paid the player if I was the boss. I would have thought about all who read this thread and then thought of those measly 300$.

Yes indeed the rule is to prevent fraud. If the casino were to allow people to break the rule and then allow them to fix it, then why even have the term?

Paying them because of this exposure isnt neccessarily the right thing either, because now your setting a precedece. How many more people are going to come and issue the same type of complaint expecting Clubworld to bend the rules?

I have said I am in the middle. I could see it going either way. So now that the decision was made I am understanding why it was done.

I see lots of people getting on the casino, but remember, the player actually did create the issue with the fake #. I dont think that the casino sticking by a term is reason enough to attack them. We can all agree that Clubworld is a good casino that does pay rather quickly. We do not see often Clubworld just trying not to pay someone. Yes indeed the player may not be fraudlent and take advantage, but a term was broken. I am sure plenty of good people here have had a PAB denied because of a term breach.

 

[Balthazar]

It all comes down to one little thing: is the casino pro-players or pro-terms? Some casinos will do whatever they can to get their players happy to make sure that they stick around. If something is wrong, they will fix it (like a good business/customer relationship). Other casinos will go through their terms back and forth and try to find the little line that will allow them not to pay (like a car insurance company).


Now that we have a perfect example of the 2nd kind, let me share my experience with the 1st kind:

Back when Guts opened 1.5 year ago Ben offered me a $50 np bonus to try it (that's similar to what OP's got at High Noon). MGS' Playboy was a brand new slot at the time and I tried it with my $50. I got absolutely destroyed and had a very poor RTP even at low bet. I msg'd Ben to thank him for the $50 and he looked at my account and realized how bad of a session I got. He then decided to give me another $50 and told me to be careful (I didn't ask for that and I wasn't even a depositor yet!)

I won $900 with that 2nd $50, got paid quickly (no hassle nor faxback bullshit) and that made me a life-time player at this casino. I since gave them back more than $900 of course so being nice was profitable for them.

CGC, on the other hand, won't make a penny with OP, nor his brother and probably not from a couple of people reading this thread as well. Did they really save any money here?

Choose your business model carefully, casinos.

 

[Gaz237]

Well I don't have a mobile, as we don't get a signal where I live.

So could not fill the box in either.

The outcome of this thread stinks to high heaven, so I will never be depositing at Club World or any of their sister sites.

The bad publicity from this debacle has/will cost them plenty in the long time.

Should of just paid out the player. Rather than weasel a way out of paying him.

 

[BMWSTACK]

Well I don't have a mobile, as we don't get a signal where I live.

So could not fill the box in either.

The outcome of this thread stinks to high heaven, so I will never be depositing at Club World or any of their sister sites.

The bad publicity from this debacle has/will cost them plenty in the long time.

Should of just paid out the player. Rather than weasel a way out of paying him.

So in that case wouldnt you just list a home # as all the telephone #'s?

What if the player had listed the same good# in all the spaces? Would that have been sufficient to get paid?

 

[Gaz237]

So in that case wouldnt you just list a home # as all the telephone #'s?

What if the player had listed the same goo# in all the spaces? Would that have been sufficient to get paid?

Yes I list a home in both at other casino's.

The OP was contacted at home at some stage of events to confirm ID.

Just my 2 cents worth. But the OP should of been paid out.

Bad management. Now with bad publicity.

 

[Tirilej]

It all comes down to one little thing: is the casino pro-players or pro-terms? Some casinos will do whatever they can to get their players happy to make sure that they stick around. If something is wrong, they will fix it (like a good business/customer relationship). Other casinos will go through their terms back and forth and try to find the little line that will allow them not to pay (like a car insurance company).


Now that we have a perfect example of the 2nd kind, let me share my experience with the 1st kind:

Back when Guts opened 1.5 year ago Ben offered me a $50 np bonus to try it (that's similar to what OP's got at High Noon). MGS' Playboy was a brand new slot at the time and I tried it with my $50. I got absolutely destroyed and had a very poor RTP even at low bet. I msg'd Ben to thank him for the $50 and he looked at my account and realized how bad of a session I got. He then decided to give me another $50 and told me to be careful (I didn't ask for that and I wasn't even a depositor yet!)

I won $900 with that 2nd $50, got paid quickly (no hassle nor faxback bullshit) and that made me a life-time player at this casino. I since gave them back more than $900 of course so being nice was profitable for them.

CGC, on the other hand, won't make a penny with OP, nor his brother and probably not from a couple of people reading this thread as well. Did they really save any money here?

Choose your business model carefully, casinos.

You hit the nail there B, and that's exactly what I told the rep when I closed my account there today.

I am willing to pay whatever if I feel that the casino are willing to go the extra mile for me.
In here we have Guts, 32Red, Tropica, Thrills and many more of that kind...some walk 10 miles and I love them for it
...and they have never called me.

Maybe I'm spoiled, but I'm spoiling them back. I believe they can bend rules in any way they want, and they are...if it keeps the customer happy.

CWC and I won't miss eachother. Our relationship wasn't strong anyway, but it was 5 years.