[IN PROGRESS] King Neptune's seizes my cashout ...

edlonger

Dormant account
Joined
Jan 28, 2008
Location
canada
I deposited 100 euros to take the 100% bonus match on the website, and signed up for an account with King Neptune's Casino (and no other affiliated casino of theirs). I played video poker and slots and won around 600 euros, fulfilling the bonus wagering requirements mainly on slots, and made a withdrawal for my full balance. A few days later they asked for documents, which I sent in, and then they locked my account.

Shortly thereafter, I got an email from them stating:
Hi there Ed,

Thank you for e-mailing Trident Entertainment Group.

Our Operations department has locked your account and confiscated your withdrawal.

Your account will remain closed indefinitely.

This has been done as you were found not to have complied with the terms and conditions for the King Neptunes new player sign-up offer you claimed.


For this reason, your winnings were confiscated, and all purchases you have made (?100) on this account (tknrxxxxxxx) has been processed back to you via your Click2Pay account.


Your ?100 was processed on the 27th January 2008, and you can expect to receive this credit within 2 to 4 business days.


We trust that the above information has been of use to you.

Should you require any further assistance, or wish to offer any comments or suggestions, please feel free to contact us. Our friendly helpdesk is available 24 hours a day, 7 days a week, for your convenience.


Thanks and regards

Gian
Entertainment Executive
That is blatantly false - I have adhered to all the terms and conditions of the wagering of the bonus, and played only allowable games (video poker and slots).

I filed an eCogra complaint and a PAB. They are accredited!

How annoying - I am having a possible problem at Belle Rock, too, but that's a whole other thread... :(
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Normally we advise players to take _one_ of those avenues to file their grievance, not all of them at the same time. :eek: It's for your own good really: if there are several efforts to resolve your issue happening at the same time then we're likely to stumble over each other, get things crossed up, etc.

Also, some casino management people view a post on the boards as a hostile gesture, especially if you haven't yet tried to contact them directly and resolve things, and that can be another impediment to getting the issue settled.

In light of this I'll hold off on the PAB until you hear back from eCOGRA. If that proves unsatisfactory then I'll chase the PAB at that time. I will however alert the BelleRock rep to this thread.
 

edlonger

Dormant account
Joined
Jan 28, 2008
Location
canada
Okay, we'll see - the BelleRock person got in touch with me. That's weird though, because I thought King Neptune's way not the same. Oh dear, there are so many confusing things I have no idea what is going on, especially since I have an issue with BR too.

Sorry about contacting everyone - it's a lot of money to me, and I was just following what I saw on the website. Thanks for helping. :)
 

winbig

Keep winning this amount.
Joined
Mar 10, 2005
Location
Pennsylvania
Also, some casino management people view a post on the boards as a hostile gesture, especially if you haven't yet tried to contact them directly and resolve things, and that can be another impediment to getting the issue settled.
IMO, there's no real reason to try and contact them to resolve this issue...The following statement pretty much backs up the fact that it's the casinos final decision (without getting a 3rd party involved).

Our Operations department has locked your account and confiscated your withdrawal.

Your account will remain closed indefinitely.
Just my 2c :)
 

RobWin

closed account
Joined
Apr 24, 2004
Location
A Vault!
This has been done as you were found not to have complied with the terms and conditions for the King Neptunes new player sign-up offer you claimed.
Ed, exactly what terms and conditions are they claiming that you did not comply with ?
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
IMO, there's no real reason to try and contact them to resolve this issue...The following statement pretty much backs up the fact that it's the casinos final decision (without getting a 3rd party involved). ...
Yes, but I am that third party so when I go to the casino and they see the same issue up on the boards they get hostile at me which, I'm sure you can imagine, is not how I like to open negotiations.
 

winbig

Keep winning this amount.
Joined
Mar 10, 2005
Location
Pennsylvania
Yes, but I am that third party so when I go to the casino and they see the same issue up on the boards they get hostile at me which, I'm sure you can imagine, is not how I like to open negitiations.
Touche` :) So true, so true....

It's even in the PAB section (never read it before, sorry :))

If you choose to publicize your complaint in the public fora, we reserve the right to disregard it. Making complaints a public issue will usually derail most arbitrations.
 

lots0

Banned User - troll posts - flaming
Joined
Jun 3, 2006
Location
Hell on Earth
Max said:
Also, some casino management people view a post on the boards as a hostile gesture...
If the casinos are hostile toward public airing of complaints... I say screw em.

If that is their attitude, wanting to keep all complaints quiet... Then they must have something to hide.

I see a lot of casinos that don't seem to mind dealing with complaints in public. I think is shows the casino is working to be honest and take care of players.

All this secrecy is just a bunch of crap for bad casino practices to hide behind and the players deserve better.
 

Mousey

Ueber Meister Mouse
Joined
Sep 12, 2004
Location
Up$hitCreek
If the OP already has accounts at Belle Rock casinos they may consider that as claiming another signup bonus 'within the group' when signing up at King Nep -- which didn't used to be a problem (most casinos actually used to encourage it) but is now generally frowned upon. (Exactly how players are to keep up with who owns who and when whichever was bought/sold/merged, etc. is beyond me.)

Also, can Canadian players play in Euro?
 

RobWin

closed account
Joined
Apr 24, 2004
Location
A Vault!
If the OP already has accounts at Belle Rock casinos they may consider that as claiming another signup bonus 'within the group' when signing up at King Nep -- which didn't used to be a problem (most casinos actually used to encourage it) but is now generally frowned upon. (Exactly how players are to keep up with who owns who and when whichever was bought/sold/merged, etc. is beyond me.)

Also, can Canadian players play in Euro?
Did Bellerock Group finally buy out the King Neptunes group ? I must have missed that too...I had heard talk of it, but never heard for sure :confused:
 

Mousey

Ueber Meister Mouse
Joined
Sep 12, 2004
Location
Up$hitCreek
Did Bellerock Group finally buy out the King Neptunes group ? I must have missed that too...I had heard talk of it, but never heard for sure :confused:
Well, I sure can't keep up with it either. But on the Belle Rock casino rep's profile is :

Location:
South Africa
Occupation:
CSR Supervisor
Casino Properties:
Bellerock Casinos
Aces High Casino
Gaming Club Casino
Lucky Nugget
Jacpot City Casino
Riverbelle Casino
Trident Lounge
King Neptunes Casino
VegasUSA Casino
Trident Poker

I recently downloaded King Nep again (after my year hiatus) and I did ask someone about King Nep -- the website is pretty stale and only old promos show up in the software -- -- so I wondered what was up... and the reply was:

We are reviewing all Trident brands and will update KN accordingly. Unfortunately I cannot give any specifics at this time.

Best regards,

XXXXXX
__________________
bellerock




I uninstalled King Nep again, BTW
 
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edlonger

Dormant account
Joined
Jan 28, 2008
Location
canada
The first thing I would do then is just simply call and ask them...you have to start at the source first ...
They won't answer me via email, why would they do it via phone?

Check out the new email they sent me. Focus on the bolded part...

Hi there Ed,

Thank you for e-mailing Trident Entertainment Group.

Your account has been closed and it will not be re-opened.

All the deposits you have made into this account ($100), are already on their way to your Click2Pay account, you should be receiving them in the next 2 to 4 business days.


Any winnings you may have had, have been confiscated.

Kindly note that the casino reserves the right to close any of our players accounts at any time, without having to provide a reason.


Thank you for your understanding in this regard.


We trust that the above information has been of use to you.

Should you require any further assistance, or wish to offer any comments or suggestions, please feel free to contact us. Our friendly helpdesk is available 24 hours a day, 7 days a week, for your convenience.


Thanks and regards

Gian
Entertainment Executive
Wow.
 

acepedro45

Dormant account
Joined
May 19, 2006
Location
Arlington, VA
Deep Breaths

Let's slow down and wait to see this resolved. If the casino is on Brians White list, chances are they will play ball honorably.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
If the casinos are hostile toward public airing of complaints... I say screw em.

If that is their attitude, wanting to keep all complaints quiet... Then they must have something to hide.
While I can certainly understand how you might take that perspective on the situation there are other ways to view it. Often a player complaint is born of misunderstanding or miscommunication. While a casino is trying to address and resolve such genuine but resolvable problems it does them no good to have "Casino XYZ steals money and tells lies every day !!!" type posts on the forum.

You might think, "ah yes, but it gets their attention." Yes, maybe it does, but how would you like it if next time your mother-in-law wanted to have a chat she started the conversation by hitting you with the a 2-by-4 and stomped on your toes for good measure. Kind of derails the conversation doesn't it? Same thing, from the casino's point of view, with the inflammatory and hostile forum posts.

Please note that I'm not saying casinos should not be criticized on the forums, far from it. But I am saying that many of them operate legitimate businesses and are trying to do a good job for their customers. For them having to see accusations and attacks -- often before the player has even tried to work things out with them -- is a real slap in the face. They don't like it, don't feel they deserve it and I largely agree with them.

On the other hand if a casino really is messing with a player then of course they deserve to see those issues up here for all to see.
 
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Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
BTW - Carmen Media (Bellerock) picked up the Trident Lounge group about a year ago. There were a number of press releases that announced this. It's also archived in our news section. Only recently did Trident Lounge move over to BR completely. It was a slow process, but nevertheless not a surprise.
 

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