Jackpot Capital issue

[Stovetopp]

(This conversation took place 30 seconds after creating my account.)

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What the hell kind of security check takes 30 seconds to perform using only my name, address and phone number? (By the way, I moved 4 months ago and gave all correct and current information.)

What ever the security check is, if it wasn't a simple case of multiple accounts which would have been their fault it is 100% inaccurate and completely useless.

And no where here did SKINNY MENTION HE HAD PREVIOUSLY ASKED THAT ONE OF HIS ACCOUNT TO BE CLOSED
And here everyone was ready to condemn a truly first class operation without having all the facts I am surprised it took as long as 30 seconds to reject. After all the casino was just trying to protect those who wanted it this way I have read several times here on this forum whgere people bitch and moan how they have asked that accounts be closed and the casinos wont

 

[jelsmith]

Yasmeen said herself that the CSR should have been more clear with him and let him know that. He may not have know they are owned by the same place.....These days who the hell knows who owns who? These RTG's are bought and sold faster than I can pick my nose.

 

[ksech]

Okay, I'm *confused* by something here...
Just because skiny asked to have his account closed at one casino in this group, it means he can't open an account with a different casino in this group? But he can open an account with THIS casino if he reopens his account with the other casino?

And as someone else stated, what if he didn't realize the 2 casinos were from the same group, wouldn't it have been nice/more convenient for CSR to "educate" him on this when he initially went to live chat to inquire on his casino status?

I know, I don't keep track of which casino belongs to which group. I too, would have been a little offended at the inferences made by the CSR and I'm sure I'm not alone with this line of thinking.

I don't keep track of the casinos I've had my accounts closed at throughout the last 10 years, and I'm sure some have switched ownership in that time...
So, do I now stand the "risk" of being denied membership due to faulty memory and my careless casino membership management bookkeeping?

 

[vinylweatherman]

Hi there,

Just wanted to shed some light on this incident skiny had recently experienced.

Skiny had previously asked to have his Grande Vegas Casino account closed as he was unhappy with the casino. As you all know, Grande Vegas Casino is part of the Jackpot Capital Group and when a customer has requsted his account closed at one of our casinos, they are then added to a internal no-account-allowed list (initiated as per customer's request) which is why he was unable to hold an account because this feature triggered our risk filter.

Skiny I do appreciate that you were a bit taken a back with the response from our customer service rep, who should have been more generous with the information provided, but wish to remind you that each time you contacted our CSR, you were given accurate information, in that you either you didn't have an account with Jackpot Capital or that the account didn't pass this risk filter therefore not allowed to hold an account, because of your previous account closure request.

I do sincerely apologize for any misunderstandings and invite you to contact me here should you have any further questions.

If you do wish to re-open one or all accounts, please don't hesitate to contact me.

Cheers,
Yasmeen

Well, implying that this was down to a "risk filter" is not appropriate, because this is generally used to imply the player has been flagged up as a potential fraudster. Asking for an account to be closed is NOT a reason for a blanket exclusion, unless the closure was due to a "gambling problem" related exclusion request.

The refusal by CS to make the information clearer REINFORCED the impression this was down to a fraud related block, where further information is NOT given out to the fraudster.

The move of Grande Vegas to JC seemed a little "shady" to some, with JC claiming they were NOT responsible for anything the previous owners had done (even to the extent of being responsible for player's account balances "lost" in the move), which may have been WHY skiny closed his Grande Vegas account in the first place.

At least this was INTERNAL information, but not knowing who owns which casino often makes it look like EXTERNAL sharing of players' personal information has taken place.

Did skiny even know that Grand vegas was now part of JC, so naturally JC knew all the information that Grande Vegas had on him.

 

[Mavin1]

I too would have felt the same as Skiny had this happened to me. If I had a closed an account at a casino and not put the two together as related and cs never mentioned this, how then would I know this is the reason for being blocked?

CS and Casinos needs to stop the cloak and dagger tactics and just inform the new player of why they are blocked upfront. Then the player would have something to go on to straighten things out, rather than thinking they are just blacklisted for some unknown reason.

If I play in a group, I may find I like one casino in that group better than the others. I may decide to close the others not knowing this could possibly ban me from the one I want to continue with. So this again is an unfair practice. Players should not be forced to stay active anywhere, be it because of past ownership of a casino or current. This is an individual players choice.

Also, Skiny may be snarky, but he's not stupid and would not have initiated this thread had he known a past choice he had made, was the reason for him being blocked.

Deciding to stay with one and closing the others should never be flagged as a risk, it is a choice.


p.s. Jel, go take a shower now.

 

[jelsmith]

Its not Saturday....and Saturdays are bath days....

 

[Casinomeister]

...
I want to nominate 'Crackpot Crapital' for beeing the most hilarious threadtitle of 2010.

10 out of 10.
...

Funny as it may be, I think it's rather unfair to rag on a casino whose support people are doing their jobs. And a pretty good one at that. I really don't know why Skiny made such a big deal out of this. He had closed his account at Grande Vegas - thus all accounts are closed across the board. Why pick on Jackpot Capital?

Changing the thread name to something more reasonable.

 

[just play]

He had closed his account at Grande Vegas - thus all accounts are closed across the board.

Do all casinos do this?

 

[skiny]

Hi there,

Just wanted to shed some light on this incident skiny had recently experienced.

Skiny had previously asked to have his Grande Vegas Casino account closed as he was unhappy with the casino. As you all know, Grande Vegas Casino is part of the Jackpot Capital Group and when a customer has requsted his account closed at one of our casinos, they are then added to a internal no-account-allowed list (initiated as per customer's request) which is why he was unable to hold an account because this feature triggered our risk filter.

Skiny I do appreciate that you were a bit taken a back with the response from our customer service rep, who should have been more generous with the information provided, but wish to remind you that each time you contacted our CSR, you were given accurate information, in that you either you didn't have an account with Jackpot Capital or that the account didn't pass this risk filter therefore not allowed to hold an account, because of your previous account closure request.

I do sincerely apologize for any misunderstandings and invite you to contact me here should you have any further questions.

If you do wish to re-open one or all accounts, please don't hesitate to contact me.

Cheers,
Yasmeen

What do you mean "as I know" Grande Vegas is part of the Jackpot Capital group? Here, at Casinomeister neither of them are listed as part of any group. I gave my email address and stated quite clearly that I wanted to know if I ever had an account at Jackpot Capital before trying to open one. If there was going to be a problem opening an account it could have been told to me before downloading your software, creating the account and then getting locked out of it.

Also you don't accuse people of being a "risk" simply because they closed an account at a different casino, especially if you're not even going to explain why. I did nothing wrong or fraudulent at this other casino. I broke no rules. If closing a casino account out of personal choice makes me a risk to other casinos I shouldn't be playing at any of them anywhere because over the years I've closed lots of them and over the years I will probably close more. Being told you are a "security risk" with no explanation why is an insult. It implies that I have done something wrong. I have not.

If I have no intention of playing at a casino in the foreseeable future I will close the account. I know this leaves all my information at the casino and really only locks it but I would prefer that over casino accounts with my name on them floating around active.

I am well within my right to have an account locked that I have no intention of playing at. It is at the very least a safety measure in case someone gets my password. There was no possible way for me to know these casinos belonged to the same group simply by opening their websites and downloading their software and at no time did anyone at this casino make me aware of it.

Funny as it may be, I think it's rather unfair to rag on a casino whose support people are doing their jobs. And a pretty good one at that. I really don't know why Skiny made such a big deal out of this. He had closed his account at Grande Vegas - thus all accounts are closed across the board. Why pick on Jackpot Capital?

Changing the thread name to something more reasonable.

I do not think it's unfair to open this discussion. Whether this is the casino's standard procedure or not, the way this was handled by the casino's support staff was insulting and wrong and if that is what you consider doing their jobs then we'll have to remain in disagreement.

Yes, I had my account closed at Grande Vegas but that is it. There is no "thus" anything... Jackpot Capital is not Grande Vegas and I have no idea who owns either one of them. If it is really so important to them that I closed an account at one that I should not be opening an account at the other, that should have been explained to me long before the second account was ever created. They had their chance.

And you can change the name if you like but I'm still going to call them Crackpots.

 

[vinylweatherman]

Funny as it may be, I think it's rather unfair to rag on a casino whose support people are doing their jobs. And a pretty good one at that. I really don't know why Skiny made such a big deal out of this. He had closed his account at Grande Vegas - thus all accounts are closed across the board. Why pick on Jackpot Capital?

Changing the thread name to something more reasonable.

Support may be doing their jobs, but one job they failed to do well was SUPPORT. They told skiny SOME information, but the vague way they glossed over why the account was locked gave out ONE message only, and that was that it was down to some NEGATIVE INFORMATION they had on skiny. He protested since he may be a "jerk", but had NOT done anything wrong that he was aware of. Although the rep cleared this up quickly, support were NOT going to elaborate further on the decision. I can see NO way a request from a player to close one account can lead to a different casino seeing them as a potential risk if allowed to play.

It is certainly NOT "normal" for a straight forward request to close one account to lead to a total across the board lockout due to "risk concerns". The justification for an across the board lockout is where a player tells a casino they have a GAMBLING PROBLEM, and are asking for account closure to prevent their gambling from getting out of control. Simple "housekeeping" such as closing an account you never intend to play at again is NOT an admission of a gambling problem.

At the time skiny requested closure of the Grande Vegas account, was the casino lead to believe this WAS a request related to a gambling problem. If the reason was not clear, Grande Vegas should have asked skiny for clarification at the time, giving him the option of closing just that account, or requesting a formal exclusion to give him a break from a possible gambling problem. JC would have had this information too. CS should also have had this information, and although they correctly answered skiny's question, they failed to correct the fact that skiny had not asked the RIGHT question in order to find out what he really wanted to know, namely - whether he was OK to open an account at JC based on information held by JC. At the time, skiny was clearly NOT OK to have an account at JC due to company policy concerning his closure request at Grande Vegas. Poor communication with the player created this mess, and it needed the intervention of the rep in the forum to do what CS should have done straight away once they became aware this had become an issue that skiny was going to pursue in the belief that the decision was based on a suspicion that he was going to do something "fraudulent" were he to be allowed to operate an account.

Casinos still insist on running their CS "on the cheap", but this can be a false economy when an issue CANNOT be dealt with by CS that use a scripted system to govern responses, rather than use their brains.

 

[skiny]

Amazingly enough....Jackpot Capital didn't want my business either. Unfortunately I was able to make a deposit and lose first. Then I tried to make a second deposit a few weeks later and was not allowed to log in. I got the same BS that you did. My details were flagged. I asked why my details were ok to play at every other casino online. Just got some crap about risk filters. Whatever.

Did you close an account at Grande Vegas?

 

[funeral979]

Did you close an account at Grande Vegas?

No....I have had very few accounts closed so I am sure I would remember.

And I cannot really say for sure how long it took them to close it. I had made an initial deposit, lost it, then came back a few weeks later to make another deposit and it was locked. They could offer me no further information.

I don't know if I had a different address on file at those 2 casinos, and this could have been the issue...as I have had 4 different addresses since I started gambling online.

 

[skiny]

I have had 4 different addresses since I started gambling online.

Well, you're The Fugitive. No wonder you're considered a security risk.

 

[vinylweatherman]

I don't ever request account closure, I just uninstall a casino I get bored with, and allow the account to become dormant.

It seems this was a good idea, because it now seems that casinos are all too willing to interpret a request to close an account as a "risk indicator", regardless of the reason for the request. The most common, and frankly rather ARROGANT assumption made by casinos that the only POSSIBLE reason a player would have for actually CLOSING their account is because they have a "gambling problem". It could not possibly be down to something the CASINO has done, or even not done (such as appreciate a loyal player).

It looks like this is what happened to skiny. Grande Vegas assumed skiny requested his account to be closed because he had a gambling problem, so automatically added his details to their internal list of "problem gamblers". This meant that any other account he later opened within the same group would be closed as a means to protect skiny from himself.

Their solution requires skiny to reopen his Grande Vegas account, and presumably confirm that he does NOT have a gambling problem now, nor had one at the time.

 

[skiny]

Their solution requires skiny to reopen his Grande Vegas account, and presumably confirm that he does NOT have a gambling problem now, nor had one at the time.

Sounds like a perfectly reasonable request.

"Hey, didn't you used to get your heroin from my brother? Well, you're going to have to shoot up some of his too. Just to make sure you're not an addict."

 

[chayton]

I used to have all sorts of accounts at one MG group, but I mainly only played at 3 of the casinos. I was cleaning house one day and decided to close all but the one I played most often.

When I contacted support to close the accounts they told me that they'd be completely locked for 6 months, so even if I begged them they wouldn't be reopened - after the six months they said I could request they be opened again. It seemed a little weird to me because it wasn't like I told them I had a gambling problem or anything like that - it was just that so many bloody MG casinos take up so much hard disk space.

In hindsight maybe I kept the wrong one because I can't win sh*t there anymore! (you hear me Royal Vegas? )

 

[De Beuker]

I used to have all sorts of accounts at one MG group, but I mainly only played at 3 of the casinos. I was cleaning house one day and decided to close all but the one I played most often.

When I contacted support to close the accounts they told me that they'd be completely locked for 6 months, so even if I begged them they wouldn't be reopened - after the six months they said I could request they be opened again. It seemed a little weird to me because it wasn't like I told them I had a gambling problem or anything like that - it was just that so many bloody MG casinos take up so much hard disk space.

In hindsight maybe I kept the wrong one because I can't win sh*t there anymore! (you hear me Royal Vegas? )

I dont think I've ever closed an account.
I mean, why not just uninstall?
At least you can take advantage of any 'welcome back' offers they might send you after not playing for a while.

Btw, my rocksolid losingstreak is also still active, might be the time of year, last year autumn was terrible too. But not as bad as it is now..
Even complaining on the forum doesn't help!
It usually does for other members!
Just ONE tiny little withdrawl...please... just one.. doesnt have to be alot, 3x deposit is ok... 2x is also cool... please..

 

[vinylweatherman]

I used to have all sorts of accounts at one MG group, but I mainly only played at 3 of the casinos. I was cleaning house one day and decided to close all but the one I played most often.

When I contacted support to close the accounts they told me that they'd be completely locked for 6 months, so even if I begged them they wouldn't be reopened - after the six months they said I could request they be opened again. It seemed a little weird to me because it wasn't like I told them I had a gambling problem or anything like that - it was just that so many bloody MG casinos take up so much hard disk space.

In hindsight maybe I kept the wrong one because I can't win sh*t there anymore! (you hear me Royal Vegas? )

This seems a common problem encountered when trying to close an account. It is NOT necessary to close an account in order to "clean house". Uninstalling those surplus to requirements will do fine, and you avoid all these issues like "6 month lockdown", and worse - being added to a list that in at leat one case documented here lead to a player having winnings confiscated at a new casino because they were added to an "addict list" when closing an old one (funny how the "addict list" didn't stop them from DEPOSITING)

When you don't close an account, each operator has it's own policies for "dormant accounts". Very often, this leads to a "please come back" offer that can be even better than the welcome bonus. Dormant accounts sometimes get taken off the system, and you have to ask for reactivation, but because a closure was never requested, the issue of "gambling problems" does not arise, and the casino are usually pleased you have come back for another go.

In practice, I have found some very "dormant" MGS accounts of mine are STILL "in the system", and I have received many "please come back" offers, more especially since the US pull out, and global downturn - funny that

 

[skiny]

I don't buy any of these excuses about assuming people are addicts because they want to close an account. It's just a way for these casinos to try to scare or bully you into keeping your accounts open for fear you'll never be able to play there again or even worse closing an account at one casino means you won't be able to play at others.

If they were really concerned about me being an addict they wouldn't be emailing me offers of bonuses and free spins to get me back into the casinos. Now I'm not saying all casinos do that but I get more mail from casinos I have closed accounts at then I get mail from casinos with active accounts. But then I think I get more mail from casinos I've unsubscribed from than casinos I haven't.

 

[chayton]

Even complaining on the forum doesn't help!

If that's all it took, I'd be here every day whining.

 

[skiny]

If Grande Vegas and Slotastic are both part of the Crackpot Capital group how come they're all listed separately in the accredited section?

I email Slotastic to reopen an old account and get a reply from Crackpot saying I don't pass the security assessment. Security risk, of course means I have an account at closed at one of the three casinos.

High Noon support told me I shouldn't be playing there because I have a closed account at Club World from about 2 years ago, Doyles isn't even really RTG, iNet has always been a bottomless pit, King Solomons has Moneybookers as a deposit option but not a withdrawal option, Mainstreet thinks you should wager all deposits at least 5x before cashing out, bonus or not.

As far as RTG goes, the accredited section is starting to look a lot less enticing. Time to start thinking outside the box, I think.