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Mayan Fortune prob - resolved

Discussion in 'Casino Complaints - Bonus Issues' started by blizeH, Sep 16, 2007.

    Sep 16, 2007
  1. blizeH

    blizeH Dormant account

    Location:
    UK
    Hi guys,

    I signed up at Mayan Fortune a couple of weeks ago since they offered a nice signup offer, I played through accordingly and wiped out my $200 deposit.

    Fair enough, no problems there. I then had an e-mail saying I could get a free $10 as well as a monthly bonus, again, fair enough, I claimed the free $10 and put in another deposit for the monthly bonus after I'd completed the $10 playthrough, didn't receive a bonus, but I didn't pursue it, and continued to play on with my own money for a bit and then just withdrew.

    A few days later, I had an e-mail through requesting a lot of documenation, as well as signed forms, no problem, I filled them out and they were accepted.

    Shortly after, I received an e-mail saying my withdrawals had been reversed, and upon trying to login to my account it had been locked. I wasn't particularly happy about this as I had around $600 in there, $500 of which was my own funds, $10 the bonus (which I'd already played through) and the remaining $80 was profit.

    I queried this and received this e-mail:
    Now since it's only $90 or so that I've lost I'm not really that bothered and plan on just letting it lie, but I'm still a bit concerned considering that I still haven't got paid yet, but I'll keep you guys updated if that's okay.

    Just a warning though, please avoid these as they seem like nothing but trouble.

    Thanks,
    blizeH
     
    1 person likes this.
  2. Sep 16, 2007
  3. cyprean

    cyprean Banned User PABnononaccred

    Occupation:
    Freelancer
    Location:
    Sun/Moon
    FWIW Mayan Fortune is powered by Rival software.

    I believe that they are fairly new, and after this report I would be somewhat vary of depositing there.

    If you followed their terms and conditions, please do Pitch-a-Bitch here at Casinomeister. It seems that they owe you $80.

    They do blame you for using a BONUS that THEY offered. If they don't want players there they would not have had to offer you that bonus. And now that they offered, they should also play. Simple.

    I am assuming that there is no other thing here going on other than that you won. And you won only $80 which is not even that much. Not very impressive from Mayan Fortune and not good advertisement for them and for Rival Gaming casinos.
     
    2 people like this.
  4. Sep 16, 2007
  5. blizeH

    blizeH Dormant account

    Location:
    UK
    Many thanks for the reply, but yes it's interesting they made a fuss when using a $10 bonus (that they offered me via email!) and made a profit, yet didn't mention anything when I lost on the signup! :)

    I think I'll wait until I get paid and then maybe pitch a bitch here, like I said it's only $85 that I won so it's not the end of the world, it's more the principle if anything, I mean at worst they should of confiscated the $10 bonus and paid out my winnings, but nope, not even that.
     
    1 person likes this.
  6. Sep 17, 2007
  7. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    This is ridiculous. They arent even getting it right since you already lost your signup(first deposit) bonus together with your $200. Instead of telling you in the face right away that your play pattern was not acceptable they tried you to tempt you into depositing more with other bonuses. So which is unacceptable, your play pattern in your first session where you lost $200 of your own money or the 2nd one where you seemed to have won fair and square. Unless they come up with good reasons, this is blatant thievery and for only $85/$95. Are they so desparate on such small amounts of cash?
     
    3 people like this.
  8. Sep 17, 2007
  9. SlotsWizard

    SlotsWizard Dormant account webmeister

    Occupation:
    I currently work for the Wizard of Odds
    Location:
    North of Antarctica
    To the casino: What a bunch of garbage! Your options are to:
    • Get rid of the sign up bonus
    • Reduce the contribution % and/or bet limit of whatever game was played, or
    • Disallow play on whatever game was played entirely
    NOT:
    • Confiscate winnings and deposit

    Again what's worse is that you didn't even win with the signup bonus! I sure hope they don't confiscate your deposit. It sounds like Rival needs to keep their licensees a shorter leash... next thing you know we'll start seeing Virtual Group casinos switch to Rival. :rolleyes:
     
    2 people like this.
  10. Sep 17, 2007
  11. RobRival

    RobRival Dormant account

    Occupation:
    Technical Support
    Location:
    Canada
    Please PM me your account details.

    Hello everyone,

    I have not received a PM from the player about this.

    Until I can look into this further, it might be safe to assume that the full story isn't here, but let's not jump to conclusions.

    BlizeH, please PM me your account details and I'll take a look for you.

    Rob
    Rival Technical Support
     
    3 people like this.
  12. Sep 17, 2007
  13. RobRival

    RobRival Dormant account

    Occupation:
    Technical Support
    Location:
    Canada
    Resolved

    Hi everyone,

    The casino staff definitely made a (few) mistakes here, the manager has cleaned it up and the player can now log in to cash-out their funds. I've sent apologies by PM to the player.

    These things happen unfortunately, but I'm glad that it got sorted out.

    Rob
    Rival Technical Support
     
    5 people like this.
  14. Sep 17, 2007
  15. blizeH

    blizeH Dormant account

    Location:
    UK
    Hi guys,

    First of all I'd like to say a massive thanks for everyone's support, Rob in particular who has been absolutely fantastic and fully supportive.

    Also, I'd like to say that for the signup bonus I actually only lost $50 and not the $200 previously stated (I confused the bonus for my deposit somehow) so I apologise for that, although in the bigger picture I'm not sure how much difference that makes.

    I'd like to re-iterate that Rob has been really fantastic through this and I really appreciate it, I'm confident (and hopeful) that I'll get my deposit back at least, anything above that would be a nice, but I don't mind either way. I'm obviously not expecting to be able to cash out the $10 bonus nor receive any bonuses in the future, but it'd be nice to have some of my winnings I guess :)

    If everything goes through as I expect it to, would it be possible for a mod to maybe edit this title away so it doesn't include 'warning' any more? It seems it's a case of a new casino trying to get off the ground more than it does anything underhand, and Rob/Rival's involvement in this makes me think there should be nothing to worry about. I feel kinda bad about warning against a potentially good casino (with very nice custom software I may add).

    Not really sure what else to add, I apologise for making a fuss and once again I thank everyone very much for your support!
     
    3 people like this.
  16. Sep 17, 2007
  17. lojo

    lojo Banned User - repetitive violations of <a href="ht

    Occupation:
    Tradesman
    Location:
    USA
    It's always good to read the rules before potentially damaging a casino's reputation... but I don't see anything wrong with your post other than you didn't try to PM Rob to solve it before posting. The mods will probably just add the word "resolved" to the header.
    He admitted there were mistakes on his end. I've yet to hear of a case involving Rival software that the result wasn't satisfactory. And if outing a problem before all other measures are tried keeps a casino on their toes, it maybe isn't such a bad thing now and then and may even add to their reputation as they solved the problem so quickly.

    /crisis commentary ramble
     
  18. Sep 17, 2007
  19. cyprean

    cyprean Banned User PABnononaccred

    Occupation:
    Freelancer
    Location:
    Sun/Moon
    All good and valid points here. I didn't even remember that Rival had a rep here, which is always nice. I believe if the title gets changed and the players gets paid then this is just good advertisement mostly for rival.

    Thanks for RobRival for sorthing this out so quickly. I hope that the player informs here when gets paid.
     
    1 person likes this.
  20. Sep 17, 2007
  21. blizeH

    blizeH Dormant account

    Location:
    UK
    Yup, well in my defence I did read the T&Cs, and thought the worst case scenario would be that they removed the bonus from my account upon withdrawal, which wouldn't of been a problem :)

    However! It's all in the past now, and once again a massive thanks to RobRival and you guys for being awesome.
     
  22. Sep 17, 2007
  23. GOCC

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

    Occupation:
    Housewife
    Location:
    UK

    So is it safe to assume we did have the full story and didnt jump to conclusions :thumbsup:
     
  24. Sep 18, 2007
  25. sdaddy

    sdaddy Meister Member

    Occupation:
    Retired
    Location:
    Arizona
    Being awesome because they eventually reversed their decision to void a players winnings based on "bonus abuse?" I can't say I'm as effusive in my praise for Mayan Fortune after this.
     
  26. Sep 18, 2007
  27. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Yup, there is nothing I like better than a casino admitting its mistakes and getting the right thing done. This will be beneficial to the industry as a whole.
     
  28. Sep 18, 2007
  29. kingkong098

    kingkong098 Experienced Member

    Occupation:
    selfemployed
    Location:
    north
    And what would have happened if you hadn't found this forum and Rob to help you out? SOL is what.
    Having to complain in a public forum to get an error resolved is hardly "awesome".
     
    1 person likes this.
  30. Sep 18, 2007
  31. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Players make mistakes and so do casinos. Unless we are damn sure that it was intentional or they are pretty consistent with this crap 'bonus abuse' thing, we should encourage casinos to rectify their mistakes and give them a pat on the back rather than just stating that they should have done the right thing in the first place. I have subordinates who underperform but I try to encourage them when they correct their mistakes in the hope that they will get better and better. If they dont receive any words of encouragemnt after having rectification of their mistakes, they could feel depressed and would not seek to improve. Certainly, if they erred continuously on similar issues, the approach may be different. just my 2c.
     
  32. Sep 18, 2007
  33. sdaddy

    sdaddy Meister Member

    Occupation:
    Retired
    Location:
    Arizona
    ^ Yes, I'm glad the player is getting paid his rightful winnings, but it's not as simple as the offending casino saying "mistakes were made," and we move on from this incident. Is the language in the T&C allowing their original decision going to be changed now? I still see it on their website. How about an unequivocal statement from Rival saying that a player's winnings will never again be confiscated by a subjective "bonus abuse" rule? Once those things are done, then I'll truly know they learned from their mistakes in this case.
     
  34. Sep 18, 2007
  35. blizeH

    blizeH Dormant account

    Location:
    UK
    I agree with much of the above, but the phrase "everyone makes mistakes; it's how they deal with them that really counts" really rings true here. I'll admit I was a bit shocked when I received that e-mail, but the service since then seems good, I'm still waiting for my payment of course but I certainly feel a lot more confident about it now and really can't fault Rob's approach since he was alerted to the problem.
     
  36. Sep 19, 2007
  37. lojo

    lojo Banned User - repetitive violations of <a href="ht

    Occupation:
    Tradesman
    Location:
    USA

    Just so I'm clear on what to think here, something in one of your last posts said, <sic> 'I read the T&C and figured the worst case would be that I lose my winnings and get my deposit back'
    That made me wonder if you had purposely 'manipulated' the bonus in some way. I'm having a hard time making it out from your OP, because I don't really try to figure out bonuses. I'm sure I'm reading something into it that isn't there, as in the <sic> 'quote' was after you had a problem?
    Thanks for clearing it up if you can, otherwise I'll just fade on this thread.

    Best to ya:thumbsup:
     
    1 person likes this.
  38. Sep 19, 2007
  39. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    If the player tried to manipulate the bonus & failed, why the hell was he offered a free $10 and ANOTHER bonus:confused:
    It rather looks like this could happen again should another player try a similar game plan. If this was a mistake, why was there nothing in place to resolve this between player & casino, why does it need a player to know about Casinomeister and find the rep to get justice?
    If casinos had a decent dispute resolution procedure there would be fewer cases like this here. I suspect that casinos are showing that they only review such decisions when placed under serious pressure, and that players who do not know about forums just stayed screwed over. There are just too many instances of a player complaining here and then suddenly everything is resolved, yet they have often spent WEEKS if not MONTHS trying to sort it out between themselves and the casino in private getting nowhere. These can't ALL be "stupid mistakes", there is some kind of overriding policy as to how to deal with these instances.
     
    1 person likes this.

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