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Bonus Complaint I got a $50 bonus and won max cashout was 250 and they refuse to pay the amount!

Discussion in 'Casino Complaints - Bonus Issues' started by chechenboy, Mar 31, 2015.

    Mar 31, 2015
  1. chechenboy

    chechenboy Dormant account

    Occupation:
    i work at removeinsul
    Location:
    België
    You must register/login in order to see the link.

    I got a $50 bonus and won max cashout was 250 and they refuse to pay the amount!

    I made full registration on Lucky red casino filled everything they asked but there was nowhere standing that i had to fill in my house number so i did not and now they are saying that my information wasn't full and they rejected the withdrawl.
    I have send my ID and Utility Bill and there my house number was on the paper but not in my registration form the only reason therefor was that they never asked for it in the registration form! But still i told the support on live chat that my number was not there and she or he told me that it was ok that she would let the cashier know about this and the cashier just saw a chance not to pay so thats why he probably rejected the withdrawl!
    Please can you help me?

    Hello Rachman,

    Hope all is well.

    Thank you for sending in the documents to us.

    You must register/login in order to see the link.

    I have been checking your account and I can see that you have provided incomplete details on sign up.

    This does state in the terms this does need to be full and complete at sign up.

    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. You must register/login in order to see the link.

    Due to the details not being correct we have voided the winnings on your account.

    Kind Regards

    Natasha

    Cashier
    Lucky Red Casino
     
  2. Mar 31, 2015
  3. chechenboy

    chechenboy Dormant account

    Occupation:
    i work at removeinsul
    Location:
    België
    Help me please

    Help me please
     
  4. Mar 31, 2015
  5. 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
    You broke the terms, sorry but they're very strict on accurate sign-up information.
    Not a lot you can do.
     
    2 people like this.
  6. Mar 31, 2015
  7. chechenboy

    chechenboy Dormant account

    Occupation:
    i work at removeinsul
    Location:
    België
    but they never asked for my housenumber?

    but they never asked for my housenumber? and i told them i didnt put they told me its ok they will fix it and i sended them all the right adress and ID everything was right i dont see my mistake? everything was right
     
  8. Mar 31, 2015
  9. clubworld

    clubworld Rogue casino operator

    Occupation:
    Casino Manager
    Location:
    UK
    Hi chechenboy,

    I'm currently out of the office however cashier will double check your account tomorrow. Saying that if the address is incomplete this will be classed as breach of terms. The sign up form ask to fill in full address details. You cannot miss out the house number as in this case such address doesn't exist.

    Please allow till tomorrow and one of our CasinoMeister rep will get in touch.

    Kind Regards,
    Karolina
     
    2 people like this.
  10. Mar 31, 2015
  11. Googobucs

    Googobucs Meister Member

    Occupation:
    IT Manager
    Location:
    Florida, USA
    They asked for your address information. How did you think this meant everything except your house number? Perhaps next time just give the house number and not the street name. They did not ask for the street name specifically.

    You did not provide complete information at registration. They and most other casinos are strict about this. Take this as a lesson learned about how to properly register in the future. At least you are not out any deposited funds as a result.
     
    6 people like this.
  12. Mar 31, 2015
  13. chechenboy

    chechenboy Dormant account

    Occupation:
    i work at removeinsul
    Location:
    België
    thank you for your reply

    I know that but my browser has auto fill in so it give me just my street but still this was not to fraude. Why would i not put my housenumber if i know i have to send them my utility bill anyway for withdrawl. it was just by mistake and having auto fill in on. but i told it to the support 3 days before the cashier responded to me and the support told me they will tell the cashier to fix it. And most off the casino when you put something wrong they just fix it for you even if you have won or not. But the problem is if i had not won they would just have putted my housenumber and they would say its ok but now that i have won they just rejected (the cashier) i have more the 5 account on the club world casinos with the same username everything same and after i realised that you need to put the housenumber (lucky red casino was my first registration) i made sure that i have put the housenumber on the other accounts as long as i know so they could just watch my other account (bcause the cashier can see it anyway) and see that im not trying to fraude or anything but this just happend by mistake.
     
  14. Mar 31, 2015
  15. Googobucs

    Googobucs Meister Member

    Occupation:
    IT Manager
    Location:
    Florida, USA
    This could play info your favor. Be sure the rep here knows that you have accounts at the other sites with the same info. Since you are an existing customer with them, they could give you a break on this depending on your past history.
     
    1 person likes this.
  16. Mar 31, 2015
  17. chechenboy

    chechenboy Dormant account

    Occupation:
    i work at removeinsul
    Location:
    België
    ok well thank you didn't think about that
     
  18. Mar 31, 2015
  19. 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
    I know how this happens as my internet security autofills forms too.
    The thing is, the onus is on YOU to check the information is accurate both in your autofill software plus check the 'account details' in the casino too. I have never seen a casino NOT ask for my house number!
    If you had changed it afterwards but BEFORE playing the bonus you'd have been OK, but at the time you played the bonus the casino had incomplete details for you.
    As said above, you learned the lesson for free and it cost you nothing fortunately.
    No one is saying you're a fraudster, but given that it's a free bonus you can't blame them for not paying you.
     
    6 people like this.
  20. Mar 31, 2015
  21. chechenboy

    chechenboy Dormant account

    Occupation:
    i work at removeinsul
    Location:
    België
    im not blaming them for it im just asking if they could let it go for ones

    im not blaming them for it im just asking if they could let it go for ones bcause i live in belgium and here the casino when you register they ask adress then number this is why my autofill didnt put it in and i cant change the info anymore so i asked the supported for it before i withdrawed any money or requested they told me they will let the cashier now and that it would be ok, so if they say its ok they will fix it why do they just send after 3 days that i gave wrong info when i told them that this happend by mistake en they told me they will fix it,

    Thank you all for your replys
     
  22. Mar 31, 2015
  23. 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
    Look, you've lost nothing. Given you have other accounts with the group and they all have the same details for you and are OK all you can hope for is discretion or maybe another chance with a fresh $50 now the details are sorted. Expect nothing though and then you won't be disappointed.
     
    1 person likes this.
  24. Mar 31, 2015
  25. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    Sometimes forms just say Street Name, and have a different field for house number or name, and not just online casino cashiers. Been way too long for me to remember my Clubworld Broup registrations offhand, but I know I am given an opportunity to review my details at most places. Just this morning I had to correct info, because it showed my part of my address as Ontario ON. While I might have got the package I ordered anyway, I went back and deleted the extra Ontario, guess it automatically added ON from the postal code given.

    Was this a free No Deposit sign up offer? Have you deposited and/or withdrawn, or been verified already at another ClubWorld property? If all you have ever done is play the initial free bonus (which I don't think is against the rules, I am unsure), you might well find they used a reason to when they could, and they did.

    ClubWorld Group pays when terms are met. I hope that if your other accounts have correct details that they realize this is not an attempt to commit fraud. If you have deposited in the past, I would hope they realize this is a mistake, not an attempt to deceive.

    I don't think I personally would hold a decision to be this stringent with their terms against them if you have had 5 ND SUBS before this one if you have never deposited.

    If this was your first account with the group, I'd probably be very sypathetic to your plight as it was a genuine mistake.

    When players register accounts, (or order mail order), please take that moment to review your info. If you made a mistake, let support know before playing. If the form wouldn't take something correctly, then get it sorted. And if you can't get it sorted, I would not be sure I would get paid if I won.

    I don't think a 100% strict adherence to terms is wrongdoing on any casino's part, at least clear and fair rules. But I don't always believe it to be the wisest business decision.

    Many of us CM members have been given a "break" when we inadvertently broke a term, usually related to an accidental max bet or wrong game.

    If you are a depositing player with group, even if you are lifetime ahead, I hope they see this for what it is, a genuine mistake on your part.

    I am saved often on my birthdate as there is no 19th month, as that is not uniform for date fields.

    Karolina is a good rep. I know she will be back with an answer, and I know she is professional enough not to discuss your casino history with us. But that doesn't stop you from telling us here at the forum.

    She of course may correct any lies you tell.
     
    4 people like this.
  26. Mar 31, 2015
  27. Tirilej

    Tirilej On a Break

    Occupation:
    Breathing
    Location:
    Sweden
    ''Someone'' will come back and tell, but Karolina is on vacation from tonight so maybe we can give her a rest a couple of weeks.

    I'm sure she needs it :thumbsup:
     
    2 people like this.
  28. Mar 31, 2015
  29. chayton

    chayton aka LooHoo CAG PABnonaccred webmeister

    Occupation:
    Freelance Designer
    Location:
    Edmonton Canada

    I'm confused, was it the house number or the phone number that was missing?
     
  30. Apr 1, 2015
  31. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    house number. Often a separate field on forms

    so Street Name: Mockingbird Lane, then House Number, 1234.

    Sometimes you might fill in 1234 Mockingbird Lane, then be asked for number, then realize you need to edit previous field so you don't show as 1234 1234 Mockingbird Lane.

    Recently another CM member had a sign up issue elsewhere when their house had a name, not a number, and the field was just numeric, which was quickly sorted by the rep.

    Apartment number fields can usually be left blank, but might not let someone enter "Bsmt" even though that is the delivery address.

    I can see how a mistake could happen easily, but the onus IS on the player to double check and have things corrected.
     
    3 people like this.
  32. Apr 1, 2015
  33. zaalouk29

    zaalouk29 Banned User - troll

    Occupation:
    customer service
    Location:
    canada
    AMAZING!!!!!!!

    Very embarrassing how casinos try everything for not paying!!!! they can send him an email and have him complete the info , thats it no big deal . COME ON!!!! if it was for a deposit, things will be different am I right? and also they will request an utility bill to confirm the address . In my opinion if they dont pay casinomeister should be making a ruling since the player is not trying to fraud them or abuse .

    This is not playing on club world favor...too much to lose for someone who fullfill his wagering requirements
     
  34. Apr 1, 2015
  35. Googobucs

    Googobucs Meister Member

    Occupation:
    IT Manager
    Location:
    Florida, USA
    Wasn’t that where the Munsters lived LOL



    Actually it is a big deal for people to fill in the correct information when they register. This is how people fraudulently open multiple accounts and play the welcome bonus 20 times until they win and then cry foul with some BS sob story about the casino trying to rip them off.

    Every case should be look at on it's own merit by the casino and I'm sure that CW will evaluate this appropriately. We don't know all the facts so don't throw the casino under the Bus too quickly.
     
    5 people like this.
  36. Apr 1, 2015
  37. zaalouk29

    zaalouk29 Banned User - troll

    Occupation:
    customer service
    Location:
    canada
    Actually it is a big deal for people to fill in the correct information when they register. This is how people fraudulently open multiple accounts and play the welcome bonus 20 times until they win and then cry foul with some BS sob story about the casino trying to rip them off.

    Every case should be look at on it's own merit by the casino and I'm sure that CW will evaluate this appropriately. We don't know all the facts so don't throw the casino under the Bus too quickly.


    OK Mr perfect never happened to you to err....club world didnt mention any fraud attempt , so you overlooked the part where I said if it was a deposit , the casino will nice and point out the error to him huh?
     
  38. Apr 1, 2015
  39. Googobucs

    Googobucs Meister Member

    Occupation:
    IT Manager
    Location:
    Florida, USA
    I never over looked that. I said we don't know all the facts. He has accounts at 5 other CW casinos so who knows what his history with them is.
     

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