WARNING Mainstreet Group is refusing to pay players for arbitrary reasons

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
It is with great disappointment that I find myself having to post this particular Warning. We've known the Mainstreet folks for well over a decade and have always been able to get whatever needs doing done in terms of seeing player disputes fairly resolved. We've talked with their senior people many times and even chatted over foofy drinks at a Tiki bar not so long ago. Times change I guess and that brings us the problem we now have on our hands.

About a year ago it started getting a lot harder to get player complaints at Mainstreet casinos resolved. Things moved slower and slower, emails went unanswered for weeks and months at a time, and eventually the management started telling us "our processor doesn't like this player" or "our processor says we shouldn't pay" or whatever. The point being that suddenly there was a fourth party in any complaint discussions and they were not only unreachable for comment but their word was apparently gospel: whatever the processor "said" the casino would do and there was no further debate.

Worse yet "the processor" had apparently decided they would no longer pay out on cases that were deemed "too old" which turned out to mean "not this calendar year". Regardless of the circumstances, regardless of the evidence, anything from last year or earlier was old news to them and they wouldn't discuss it.

Ok, setting aside for the moment the fact that we're supposed to accept that the Mainstreet Group is now controlled by their payments processor -- the tail wags the dog -- we're also supposed to accept and be party to them making completely arbitrary decisions about cases based on when they occurred. Let me give an example: player wins big in 2016, casino agrees to pay but only in small monthly instalments, player agrees and the payments begin. Fast forward a year and a bit and the payments suddenly stop but the player is still owed 7 or 8 grand. Player comes to us some months later, we go to the casino, and the response is "we can't process this old payment". But it was only "old" because the player accepted a slow-pay payment plan that the casino itself had devised. And now suddenly that's all old news and they simply won't pay? So they said, repeatedly.

Bad enough so far but there was more of the same to come: more complaints and more with the "processor won't pay this old player", "processor has flagged this player so we can't pay", etc and so forth. We've tried getting RTG involved, we've appealed to the senior management guys, we're warned repeatedly that this "too old, can't pay" and "processor this"/"processor that" stuff is not going to end well for them. Nada. And so ...

WARNING: Mainstreet group cannot be relied on to pay player winnings. Either their processor is holding them at gun-point or they're simply BSing their way through this but the upshot is that the casino management is abdicating responsibility for player payments. They are refusing to pay out on cases outside the current calendar year because "the processor" said so. In fact they are refusing to pay out on any case where "the processor" has decided they shouldn't. Until such time as the dog regains control of its tail players are advised to avoid these casinos.

The Mainstreet Group includes the following casinos:
Las Vegas USA
Old Havana
Slots Plus
Sun Palace
Vegas Online
 
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maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
I'm sorry to say that the complaints regarding this group's casinos keep coming in. Players Beware!

PS. I should add that the casino did pay on one case where that mysterious "processor" said they shouldn't. I shouldn't have said that they never do this.
 
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