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Huge Fenix Casino Problem - be warned

Discussion in 'Online Casinos' started by Bigwin7, Feb 27, 2015.

    Feb 27, 2015
  1. Bigwin7

    Bigwin7 Dormant account PABnononaccred

    Occupation:
    in between jobs
    Location:
    New Grove Mauritius
    back in November 2014 they transfered my 6000 EUR balance from the closed Casino For Me to Fenix Casino

    I won 60,000 from that transfered funds now they say they are not going to pay , look at the reason

    Here is the first email

    Dear Mr. H

    Thank you for choosing Fenix Casino!

    Please accept our apologies for the delay in transferring of your funds from Casino For Me. However, if you will log into your Fenix Casino account, you will find that the sum of 6,364.00€ has been added to your balance as agreed. As this balance is unaffected by bonus conditions, you can freely play any game you desire, giving you a chance to increase your winnings. You will find that Fenix Casino has several games and gaming providers that were not a part of Casino For Me, and we are certain that many of them will become your new favourites.

    Should you have any questions, please don't hesitate to contact us.

    Kindest regards,
    Fenix Casino Finance Department


    I was able to collect only 8000 EUR since November due to their huge slow pay and now look at the unreal email they sent

    Dear M

    Thank you for your emails.

    We would like to inform you that we have not received the funds from Casino for Me, nor do we expect to receive them. Nevertheless, we have issued €6,404.00 from our own fund to your new Fenix Casino account and we subsequently paid out €6,000.00. Because Casino for Me never transferred the funds, we cannot consider the amount which we credited to you as real cash, therefore the winnings from it technically do not exist. After significant discussions, we have decided to void all winnings. We hope that since you did receive the most of your initial withdrawal that you made in Casino for Me, this will not result in any ill will towards Fenix Casino. We are under new management, meaning there is a separate operation which has no contact with the one in Casino for Me.

    We understand that you might be disappointed in this decision. If for whatever reason you would like to know more, please contact Casino for Me management directly.

    Kindest regards,
    Fenix Casino
     
  2. Feb 27, 2015
  3. dunover

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

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    So effectively they are saying you didn't win the 58k profit at Fenix at all?
    It has vanished into the ether?

    This stinks, as they would likely not offer the $6404 'from their own fund' if this had occurred.

    Seems you won at a 'convenient' moment for the site, giving them opportunity to 'lose' the winnings in the morass of the transfer period between sites.

    I like the way they mention the $6k+ is 'free from restrictions so you can enjoy our games' instead of informing you it is withdrawable!

    I'd be straight onto Max with this one, as if all the facts you posted stack-up then this is terrible.
     
    2 people like this.
  4. Feb 27, 2015
  5. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Pretty rogue, and smacks of bullshit.

    We are to believe that Fenix casino credited not just your €6K, but the funds of all the other players, before they had received the funds from the closed casino. Rather conveniently, they will pay the original amount as a good will gesture because you won, but they don't mention anything about voiding the play of any player who lost as after all they could never have won.

    To make matters worse, they actively encouraged players to play and try to win more with the transferred funds. It's not the players' problem that they totally screwed up a business deal, and if they can screw up so spectacularly once, they can do so again. This mismanagement means they are at high risk of going bust themselves, which will mean indigenous Fenix players are just as much at risk of losing their balances as those transferred in from the closed casino.

    It is also very odd that they trusted a supposed unrelated casino that was going under SO much that they credited players' accounts before receiving any funds. Now if they were RELATED, such a level of trust might be expected as it would merely be an internal accounting move to transfer the funds over.

    A good starting point therefore would be to look for evidence that the two casinos were related in some way.

    Usually in such situations, players have to wait for weeks until their funds become available in the recipient casino, so it's pretty clear that normal practice is for casinos to only credit funds to players once they have completed the transfer deal to their satisfaction, either having received the funds, or made the decision to credit players from their own funds as a means of retaining much of the player database they have bought.

    Perhaps Fenix miscalculated, expecting that players would either withdraw the original amount, or would (hopefully) play and lose, making the liability for Fenix even lower. You winning tenfold from your balance has thrown their calculation into disarray, and maybe other players also managed to win large multiples of their original balance, resulting in a HIGHER liability than merely paying out the original amounts, hence they have done this U-turn and said they will only be paying out the original amount, not any winnings.
     
    3 people like this.
  6. Feb 27, 2015
  7. bigjohn

    bigjohn Meister Member MM PABnoaccred

    Occupation:
    Swimming Pool Serviceman
    Location:
    Northeast Coastal USA
    CasinoForMe has been here before; http://www.casinomeister.com/forums/showthread.php?t=57766. Their rep has not been online for a while but PM'ing him to hear their side of the story (were the funds ever transferred?) might be a little help.

    I could not see a rep for Fenix.

    Probably best do as Dunover suggested as present it to the PAB guy, Max, and let him have a look into it. Start here; http://www.casinomeister.com/forums/faq.php?faq=cmfaq_pab, read, understand and follow the directions given there, be patient, and see what happens.
     
    1 person likes this.
  8. Feb 27, 2015
  9. Valhalla

    Valhalla The Professional MM

    Occupation:
    Poker Player
    Location:
    Northern Ireland
    Never ceases to amaze me reading the shit casinos come up with to avoid paying a player :rolleyes:
     
    2 people like this.
  10. Feb 27, 2015
  11. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    That too seems to be because they had closed, and then decided to reopen, and the rep wondered why they were not listed here. Now it seems they have closed a second time. The excuse wasn't merely that the funds hadn't been transferred, but that Fenix thought there was little prospect of this ever occurring. Reading between the lines - the casino went bust, sold the players to Fenix with the promise the balances would be included, then they screwed Fenix along with their players. Fenix credited the balances before they had the money, seems unlikely, but quite possible if their management were as inept as that of casino-for-me seems to have been.

    If casino-for-me have gone bust, then there is unlikely to be any response from this old rep, nor their CS.

    If they have merely transferred the players of a particular country, then the funds should follow in due course.

    It's also possible that Fenix said they would bankroll the balances in order to take on the players at a very keen price, and are now trying to back out of the commitment by screwing over the players.

    I do recall that when Casino Rewards took over the old TUSK casinos, they used their own money to restore the balances of the players they had gained, TUSK were bust and had no funds, not even the players' balances.
     
  12. Feb 28, 2015
  13. Azzurri

    Azzurri Banned User

    Occupation:
    Non of your business
    Location:
    From Foil Land
    I think Fenix is a sister site to Hello Casino, hence you should try contacting the Hello Casino rep here, as he has been active recently. His name is Daniel :

    http://www.casinomeister.com/forums/member.php?u=38072

    Hope he can help, as I definitely won't be playing at either site before this is resolved.

    Good luck.
     
    1 person likes this.
  14. Feb 28, 2015
  15. SpinUk

    SpinUk Senior Member MM PABnonaccred

    Occupation:
    Marketing
    Location:
    London
    This makes for worrying reading. I am owed around 600 euros from monday from Fenix. They usually pay within 48 hours. This time however, they are not responding to emails and on chat they apologise for the delay and re-assure me "don't worry you will be paid" etc.

    However, I am yet to receive the money. I will update everyone when I hear something further.
     
    1 person likes this.
  16. Feb 28, 2015
  17. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    I believe the rep for hello said he has nothing to do with fenix,

    Quote::
    I cannot speak on behalf of Fenix Casino as we are not involved in any of their business, we operate under the same license but have different casino management and policies in place.
     
    1 person likes this.
  18. Feb 28, 2015
  19. DanielHello

    DanielHello Dormant account

    Occupation:
    Affiliate Manager
    Location:
    Malta
    Hi guys,

    I have just read this thread and for me this is a very unpleasant surprise as well, I have sent the link of this thread to the whitelabel provider as this is no way to handle a casino operation. In addition, this is not the first time I read/ been contacted about Fenix regarding withdrawals. If you get win in the casino with real money this should be honoured at all times!
     
    12 people like this.
  20. Mar 1, 2015
  21. Bigwin7

    Bigwin7 Dormant account PABnononaccred

    Occupation:
    in between jobs
    Location:
    New Grove Mauritius
    Thank you Daniel for your support I hope it helps.
     
  22. Mar 1, 2015
  23. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Hello Danielhello,

    This is really worrying and casts a cloud on this industry. Meanwhile Casino for me should be renamed Casino for them and Fenix is just a rip=off of Phoenix. These names alone ensure I wont be patronising them. Hopefully, you can help the OP though.
     
  24. Mar 2, 2015
  25. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Last edited: Mar 2, 2015
    2 people like this.
  26. Mar 2, 2015
  27. Bigwin7

    Bigwin7 Dormant account PABnononaccred

    Occupation:
    in between jobs
    Location:
    New Grove Mauritius
    Thank you Casinomeister, I submitted the PAB
     
  28. Mar 2, 2015
  29. SpinUk

    SpinUk Senior Member MM PABnonaccred

    Occupation:
    Marketing
    Location:
    London
    Just to let everyone know I did get paid today
     
    6 people like this.
  30. Mar 5, 2015
  31. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    PAB received but there are issues with it that need your attention before I can proceed. Please check you Private Messages later today for details.
     
  32. Mar 5, 2015
  33. kavaman

    kavaman Senior Member PABnononaccred3 PABnononaccred3 MM

    Occupation:
    It
    Location:
    finland
    My withdrawal also took a while to get processed by fenixcasino. I got it in the end though after chasing it. What bothers me is that the license to hello, vegasberry, fenix is the same. I know hellocasino rep explained they have nothing to do with fenix.
     
    1 person likes this.
  34. Mar 5, 2015
  35. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    This creates an interesting situation.


    Just HOW can, say, Fenix casino have it's licence revoked for misbehaviour without it having any effect on a completely unrelated operation, say Hello casino. It tends to suggest that the licences of this form CANNOT be revoked as it would involve putting "innocent" businesses out of operation due to the actions of an unrelated rogue. This is an extremely poor licencing system, and is pretty much meaningless if there can be no effective sanction.

    If, for example, Fenix turned out to be VERY rogue, to the extent that the regulator was forced to pull the licence to save face politically, this would bring down Hello casino and any other casino on the same licence. It is therefore a dangerous situation for them as much as for players and rogue operators.


    All this makes it VERY hard to accept that there is absolutely no connection between Hello and Fenix, as surely the owners of Hello would not put their company in such a dangerous and dependent position that they would have no control over.
     
  36. Mar 5, 2015
  37. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Does it not work like a franchise? Take KFC for example and some one bought a shop and part of the franchise and it came out that the particular shop was poisoning people on purpose, Yes they will get shut down but does not mean all other vendors has to be closed ?
     
  38. Mar 7, 2015
  39. Bigwin7

    Bigwin7 Dormant account PABnononaccred

    Occupation:
    in between jobs
    Location:
    New Grove Mauritius
    Max, did you send the private message ? because I can't find one
     
    1 person likes this.

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