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kevinhopf vs Royal Vegas

Discussion in 'Casino Complaints - Non-Bonus Issues' started by kevinhopf, Oct 25, 2015.

Thread Status:
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    Oct 25, 2015
  1. kevinhopf

    kevinhopf Banned User - violation of <a href="http://www.cas

    Occupation:
    Truck Driver/Technition/Truth Seeker
    Location:
    Cannada, Alberta
    does anyone have some advice I was playing a microgaming 5 reel slot hit the jackpot then told when I was trying to collect it that I could only receive 5000 per week I have since only receive 5000 butthat does not even reflect in my processed withdrawals the admins stole my cash there is 35000 dollars in 3 processed withdrawel I made I never new how much true cash I had on hand because it was not reflecting into my account I very freaked out and hurt a respect casino would do this to any player. please help me someone please I don't know what to do I am a legit player all my documents legit. All processed withdrawals should reflect into my account . I was not sure how progressive were for sure and I put my trust with this casino to pay me legit but didn't.

    HELP PLEASE SOMEONE HELP ME!!
     
  2. Oct 25, 2015
  3. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    This thread is about Top Game casino Kevin. You should have started a new one.

    Usually, MG is paying bigger jackpot wins directly to the player, hence the casino does not even get the hands on that money.

    If it is a MG casino, then check if it is accredited here at CM.

    - If yes, contact the responsible rep for help.
    - If not, please name the casino and the slot you won the jackpot on to allow us to give more informed answers.

    Congrats on the win and you will be paid if it is MG.
     
  4. Oct 25, 2015
  5. kevinhopf

    kevinhopf Banned User - violation of <a href="http://www.cas

    Occupation:
    Truck Driver/Technition/Truth Seeker
    Location:
    Cannada, Alberta
    help a casino stoled my progressive win

    Sorry I am new at this and this is the very first time I have wrote on a thread I have no idea how to get help. if you have any advice my email is This email is not visible to you.
    do I have any right with bing misled and having force reversals done to my withdrawals I never realised the casino was given all that cash at once I got really ripped off I am afraid I will never see all my winnings.

    Usually, MG is paying bigger jackpot wins directly to the player, hence the casino does not even get the hands on that money.

    If it is a MG casino, then check if it is accredited here at CM.

    - If yes, contact the responsible rep for help.
    - If not, please name the casino and the slot you won the jackpot on to allow us to give more informed answers.

    Congrats on the win and you will be paid if it is MG.[/QUOTE]
     
  6. Oct 25, 2015
  7. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Welcome to the forum Kevin.

    We always try to help. Firstly, please edit your second post and remove your email address. That is a "nono". The forum provides a private message system, hence you can always communicate with someone without revealing your email address.

    To locate a potential representative of the casino in question type the casino name in the top right hand corner. Find the review of the casino and it should show there the rep you can contact. Click on his name and it will take you to his profile where you have the choice: "send a message". You can also see there when the rep was last online here in the forum

    Click on that and type your message. Before you send it scroll down and clink on the option "receive a message read receipt". That way you will get it confirmed when the rep has read your message. Give it 1-2 days to receive an answer.

    Again, we would need more info regarding your win to give more informed answers. Which casino is it? Which slot did you get the win on? Do you have screenshots?
     
    Last edited: Oct 25, 2015
  8. Oct 25, 2015
  9. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    1. Calm down!
    2. Take a deep breath.
    3. Count to ten.
    4. Please post the NAME of the casino.

    I don't think there are ANY rogue MG casinos on the internet (if it is an MG only casino) - so you are probably quite safe. But without knowing who it is you are talking about, it is very difficult for anyone to help or give advice.

    KK
     
    1 person likes this.
  10. Oct 25, 2015
  11. kevinhopf

    kevinhopf Banned User - violation of <a href="http://www.cas

    Occupation:
    Truck Driver/Technition/Truth Seeker
    Location:
    Cannada, Alberta
    the casino name is royal vegas

    To start off my testimony this is the MGA CODE OF CONDUCT IN WHICH WAS VIOLATED IN THE

    REGARDS TO MAKING ME BELIEVE THAT A PROGRESSIVE IS MADE AT 5000 PER WEEK PAYMENTS FORCE

    REVERSAL ON MONEY AND DENIAL OF REQUESTS FOR WITHDRAWAL AND NON-PAYMENT OF LEGITIMATE WIN.


    CODE OF ETHICS AND PROFESSIONAL CONDUCT
    8.
    HONESTY
    Honesty is our duty to understand the truth and act in a truthful manner both in
    our communications and in our conduct.
    As honest professionals we shall:
    8.1
    earnestly seek to understand the truth.
    8.2
    provide accurate information in a timely manner.
    8.3
    make commitments and promises, implied or explicit, in good faith.
    8.4
    strive to create an environment in which others feel safe to tell the truth.
    8.5
    not engage in or condone behavior that is designed to deceive others, including but not

    limited to, making misleading or false
    statements, stating half-truths, providing information out of context or withholding

    information that, if known, would render our
    statements as misleading or incomplete.
    8.6
    not engage in dishonest behavior with the intention of personal gain or at the expense of

    another

    This is the terms and conditions of royal vegas violated as this was a progressive win and

    shpuld have been payed in full on the first payment recieved as it was only 5000 dollars

    which nowhere in my account even show a 5000 processed. Everything that the casino did

    should have reflected in my account as all payments were processed arount the 10th of oct

    totaling 35300 dollars in which i recieve only 5000 as the processed amounts were 15 050,

    7060, 13850.

    If your requested withdrawal amount (singular or cumulative lifetime withdrawals) is five

    times or more than your lifetime deposits across all Fortune Lounge casinos, the withdrawal

    amount will be released in lots of up to 5,000 credits per week. The remaining amount will

    remain in your account until you are eligible for a further withdrawal. Any deposits made

    after the date of withdrawal will not be included in this calculation. This clause will be

    applied at the discretion of the casino management. Wins from progressive games are exempt

    from this clause.


    As you will see my documents were approved on the 10/9/2015 i requested another 5000

    withdrawal a week after i recieved the first 5000 on wich i had recieved on the 13th they

    told me two payment had been made because i requested another 5000 withdrawal and the

    casino would not let me withdraw this was befor i realise i was suppose to be payed out in

    one lump sum. refer to responce 1

    The casiso was forcing my money into my account on a progressive not letting me withdraw

    also even after a week another 5000 would not let me withdraw saying they sent a second

    payment. which later i found out was not a payment. it was not until the 23 of oct that i

    finally was notified even though i sent many emails and contacted customer support many

    times over this none payment issue. I was not allowed to withdraw another 5000 a week

    after my last payment because the casino said that they had sent a second payment. refer

    to responce 2 as all moneys respectrivly should have been sent the same time not in 5000

    per week amounts i feel violated and taken advantage of.

    Also in refrence to the virtual funds if i cannot trust what my own casino account says how

    would i know how much money i have? as there were three withdrawls processed totaling over

    35000 i did not request any of this money to be reversed and and nothing reflected to my

    account when i requested just the wins i had withdrawn the day befor to be reversed which

    was only a few hundred and if it effected any other money i did not want it. the withdrawl

    of that winning never did reflect into my account. As i am aware once winnings have been

    processed it cannot be reversed and should reflected into my bank account. and i only saw

    5000 and this money was not even a processed amount of my withdrawal. How much real cash i

    have in the casino and my withdrawals need to match or i would have no idea what real

    amount of money i have truely avalible.

    I am also aware that processed amounts are not placed back into a casino account if they

    fail but are resent another way of delivery as the amounts were already processed.

    and in regards to the 5000 i never seen it processed in my account like i said there were 3

    withdrawals each of the withdrawals were 15 050, 7060, 13850. all there were processed at

    the time of the first payment was made as I realise all this cash should be refecting into

    my bank account the same time i recieved the 5000 but did not. The casino was is trying to

    take all my winnings minus the 5000.


    ------------------------------responce 1
    Casinodesk Support

    Add to contacts

    10/10/2015
    To: This email is not visible to you.
    This email is not visible to you.
    Hi Kevin
    Thank you for contacting the Support Desk.
    You are receiving this email with regards to your Withdrawal query.
    I can confirm your documents have been received and approved.
    The payment for 5000.00 CAD was processed and released on 10/9/2015.
    The standard turn-around times for your preferred method of payment, which is Swift, is 5-7

    working days.
    Please contact us again, should you have any further queries.
    Kind regards
    Nelisa
    Casino Support
    We promote responsible gaming.
    Support Hours
    Our Support Team is available 24 Hours a Day, 7 Days a Week, every day of the year.
    Alternative Contact Options
    Fortune Lounge offers you the unique opportunity to chat to us from your Mobile Phone. Join

    us on:
    iMessage: Contact This email is not visible to you. from your iMessage App

    WhatsApp: Add +27 76 073 9635 as a contact


    ---------------------------responce 2


    Floor Manager
    23/10/2015
    To: Kevin Hopf

    Hi Kevin

    AJ here, I am the manager on duty.

    Kevin, I see you have sent us several e-mails regarding this issue but I will reply to the

    queries contained in all the e-mails on just this one response.

    Firstly I would like to confirm that the information you received from William is correct

    and only 1 successful payment of 5k was made to you on the 12th of October. I just want to

    confirm that the 5k payment made on the 9th and the 5k payment made on the 12th are the

    same payment and NOT a total of 10k. The total you would have received is 5k.

    The reason for this is that we made the 5k Payment on the 9th. This payment failed so you

    would not have successfully received it although you would see that it was processed. The

    very same payment of 5k was then reprocessed on the 12th of October. As William has stated

    this payment is reflecting as successful and should you not have received it then we will

    require that you submit to us a bank statement for your bank account with the account

    number ending 503 dated from the 12th of October to date so that we can further investigate

    why you have not received the payment that we made to you via that bank account.

    You state in your mail that funds that are processed cannot be reversed which I understand

    but I would like to point out that a processed payment can fail for various reasons and in

    this case the funds that we had processed to you on the 9th failed and this is why you

    would only have received the payment made on the 12th.

    The remaining funds in your account were not virtual as you have stated but were the actual

    funds that you had requested as a withdrawal that were placed back into your account.

    Therefore using the funds to place bets again in your account meant that you were spending

    those funds and not virtual funds.

    Unfortunately if the funds have been played out on the account there is then no further

    action we can take as the funds have been depleted on the account.
    I thank you for your understanding with regards to this matter.
    Regards
     
  12. Oct 25, 2015
  13. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    So you got paid $5000 and the reminder you foolishly decided to gamble and lost it....right????

    Not much we can help there i am afraid.

    You can contact the Royal Vegas/Fortune Lounge/Digimedia rep here:

    http://www.casinomeister.com/forums/member.php?u=281

    I agree that the jackpot win should have been paid in one lump sum, that is the only thing i can see that they did wrong.

    However, for you to gamble that huge sum away in 2 weeks is nothing short of irresponsible gambling.
     
    2 people like this.
  14. Oct 25, 2015
  15. kevinhopf

    kevinhopf Banned User - violation of <a href="http://www.cas

    Occupation:
    Truck Driver/Technition/Truth Seeker
    Location:
    Cannada, Alberta
    I never new how much real cash i had

    like I said, I have a screen print out of my account where all payments were processed befor the tenth the casino was putting diffent amounst of cash into my account and saying I was given two payments of 5000 each I never received the second and none of the processed amounts natch if the casino would have payed e in accordance to the regulation I wpuld have received it at the time I received the 5000 I never once requested any of the money to be reversed ever infact I complained about what they were doing It was not till later I found out that progressive are not subject to the 5000 per week rule and it was not till the other day did I find out that I was never to receive the other five thousand I have requested records over and over of there payments.. I ask if I withdraw an amount and its processed then that means its being payed correct!!
     
  16. Oct 25, 2015
  17. kevinhopf

    kevinhopf Banned User - violation of <a href="http://www.cas

    Occupation:
    Truck Driver/Technition/Truth Seeker
    Location:
    Cannada, Alberta
    hear is a screen shot of my account withdrawal

    you will see 3 withdrawal these were all done around the 10 th of oct shortly after my documents were approved
     

    Attached Files:

  18. Oct 25, 2015
  19. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Kevin first a few facts about online gaming:

    - You are responsible for reading ALL T&C's
    - You are responsible for your funds in your account
    - The decision to keep playing with your funds is YOURS AND YOURS alone.

    - If you hover over your balance in the casino lobby you can always see what are cash and what are bonus funds. Hence, i can't really believe that you did not know how much you had in your balance
    - Gambling away big wins before they are paid is very irresponsible
    - If you would have read the T&C's correctly you would have found out much earlier that Progressive Wins are not subject to the $5000/week rule
    - You could have asked support to lock your account temporarily until all the funds from your Progressive Win would have been paid. This would have ensured that you do not lose it back.

    Contact the rep, he will help you if he can. As i said the only mistake RV made is that it did not pay the full amount from the Progressive Win in one shot. Question remains though, did you request a withdrawal for the full amount? Was it then denied?
     
    2 people like this.
  20. Oct 25, 2015
  21. kevinhopf

    kevinhopf Banned User - violation of <a href="http://www.cas

    Occupation:
    Truck Driver/Technition/Truth Seeker
    Location:
    Cannada, Alberta
    I never recieved any of these withdrawal none

    How could I ever know how much is in my account if anyone were to say my account detail were incorrect? because the processed amount need to match what I receive or I never know how much real cash is in my casino account and how much I have already been paid!!!! for example when the casino still had me believing they could only pay 5000 a month there was just a small amount in my account I requested a reversal of winning seperatly withdrawn from my progressive winning and said I did not want it if it in anyway effected any payouts I had coming and it was assured to me that the money I withdrew only 10 hours before as there is a 48 hour pending on withdrawal, being only a few hundred be reverse as I saw that it was not even pending in my account!!

    so i feel that the casino was taking advantage of me and playing with all my funds to confuse me never knowing how much was being payed out as you can see none of the 5000 dollar payments were beuing reflected into my account as being processed
     
  22. Oct 25, 2015
  23. kevinhopf

    kevinhopf Banned User - violation of <a href="http://www.cas

    Occupation:
    Truck Driver/Technition/Truth Seeker
    Location:
    Cannada, Alberta
    how could i have known how much is truely in my account

    when I do not know how much is being payed out to me as it should have reflected the 5000 and not the other 5000 so I could ahave said something to the casino about my second 5000 withdrawal. if its not being reflected in my account how much is being payed out I have no idea what I have!!!
     
  24. Oct 25, 2015
  25. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    So you won 30,000+. You requested withdrawal of the money.

    Then you kept playing? Where do you think this money came from?
     
  26. Oct 25, 2015
  27. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    The support agent said in his email that your $5000 payment was processed on the 9th October, your statement only goes to the 8th October.

    And please answer this question:

    IF YOU WERE SO CONFUSED WHY DO YOU KEEP PLAYING? WHY NOT WAIT UNTIL IT IS ALL SORTED AND PAID????????? :confused: :confused: :confused: :confused: :confused:

    EDIT: I have been a player at RV since 1998 and never had any payment issues, nor bad support. I was actually thinking of getting my personal VIP host involved with your issue but won't bother him as you kept asking for reversals of funds and kept playing until you lost the lot. Now after 2 weeks you discovered that Progressive Wins are not subject to the $5000/week payment rule and now you want your money back which you decided to gamble away in the previous 2 weeks!!!! :confused: :rolleyes:
     
  28. Oct 25, 2015
  29. kevinhopf

    kevinhopf Banned User - violation of <a href="http://www.cas

    Occupation:
    Truck Driver/Technition/Truth Seeker
    Location:
    Cannada, Alberta
    this is the reason why trhere is a pending and a processed!!

    when its in pending it can be reversed any you know that money has not been paid when it processed that means the money is not in your account anymore if it were different a player could never say for sure how much he has been payed and how much a player has!! a good example of it is when the casino said they had made two payments of 5000 and I had to take there word for it but in fact I found out just days ago they never even paid it !!! so if my account detail are incorrect never would I know how much real cash I have!!! if I were getting payed in 5000 installment per weekly then it should reflect as processed 5000 but it does not !! so never would iknow how much real cash I would have on hand!! explain to me how a player would know !! if those number were incorrect as they have to be correct ad if they are not then a person does not knowe for sre the cash they have cas I had withdrawn manytimes and it was reversed pryer to my document s being approved!!
     
  30. Oct 25, 2015
  31. refre

    refre Senior lurker PABnonaccred PABnoaccred

    Occupation:
    Professional slot player
    Location:
    .
    I just had a good look at their website, and it seems the maximum withdrawal term is only lisited in 'Promotion terms and conditions'.
    You should not be required to read bonus terms for general terms. It's a moot point as progressive wins should not be affected anyway.

    I would definitely expect to have been paid in full by that cashier screenshot.

    I'd realize that something went wrong when seeing my casino balance though.


    Freddy
     
  32. Oct 25, 2015
  33. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Firstly Kevin, please use spell checker and the ENTER key a few times....makes my eyes itch just to try and read your post.

    And for the last time: CONTACT THE REP - http://www.casinomeister.com/forums/member.php?u=281

    We cannot help you to get your money back. Only he can look into it.

    Alternatively, submit a PAB (Pitch-a-bitch) here at CasinoMeister. This is a free mediation service offered by CM and since RV is accredited here they will be able to accept and deal with your PAB.

    How to PAB, read here: http://www.casinomeister.com/forums/misc.php?do=form&fid=1

    Make sure you read the rules first: http://www.casinomeister.com/forums/faq.php?faq=cmfaq_pab
     
    Last edited: Oct 25, 2015
  34. Oct 25, 2015
  35. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    You are right, definitely in the wrong place that term.

    However, the OP never said if he requested the full amount in one withdrawal. All i could see from the email of the support agent is that the OP asked for repeated reversals from his submitted withdrawals. Hence, there is more to this story as the OP admits or posted so far.

    As i mentioned already, i have been a player with RV/Fortune Lounge since 1999 and had over the years multiple payouts >EUR 30K (appr. CAD 45K) and even more between 5 - 20K and never ever had any issues receiving the money in one shot. And none of those were progressives.
     
  36. Oct 25, 2015
  37. kevinhopf

    kevinhopf Banned User - violation of <a href="http://www.cas

    Occupation:
    Truck Driver/Technition/Truth Seeker
    Location:
    Cannada, Alberta
    i am saying

    I am saying I should get payed was the casino proceesed in regard to me getting payed as the casino account says I withdrew. I never request any reversal except on a withdrawal of a few hundred as it was based upon a win that is the only amount I requested. how can you tell me you know how much you have in your account if its said to you you have two five thousand dollar payments coming and its not reflected in your withdrawal saying processed 5000 dollars. as later I found out there was only one that was payed out so in my account it should have said 5000 payment processed and had another pending until the week was over then goto processed !!! but that was never the case !!!! because if I would have had that information I could have said hhey my other five thousand dollar payment has not gone through yet why? I NEVER HAD THE PROPER INFORMATION EVER TO KNOW WHAT KIND OF CASH I HAD IF I WERE TO FOLLOW WHAT THE ADMINS WERE LIEING ALL ABOUT TO ME THE ONLY ROCK A PLAYER HAS IS HIS ACCOUNT DETAILS IN REGARDS TO PAYMENTS PROCESSED AND IF THE ADMINS ARE GOING TO TELL ME TAT IS INCOPRRECT THEN I HAVE NO IDEA WHATS REAL CASH AND HOW MUCH I HAVE ALREADY BEEN PAYED!!! SO I AM GOING BY MY ACCOUNT DETAILS AS I WAS LIED TO BY ALL THE ADMINS AT THIS CASINO !!
     
  38. Oct 25, 2015
  39. kevinhopf

    kevinhopf Banned User - violation of <a href="http://www.cas

    Occupation:
    Truck Driver/Technition/Truth Seeker
    Location:
    Cannada, Alberta
    I DID CONTACT THE REP

    YES I ALREADY DID HE HAS WHAT I POSTED HERE
     
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