Mayan Fortune prob - resolved

[blizeH]

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:

The account history of xxx clearly illustrates a premeditated methodology used solely by players who are simply out to abuse first deposit bonuses for the purpose of profit. Your account has been linked to a handful of other accounts at Mayan Fortune through wagering patterns, timestamps, and other such information. The Terms and Conditions agreed to upon account activation describe the casino's rights to refute winnings in very specific cases such as this. I apologize for the trouble. Your accounts will remain closed and your deposits will be returned to your *withdrawal method* account.

The casinos decision is final.

Casino Management

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

 

[cyprean]

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.

 

[blizeH]

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.

 

[chuchu59]

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?

 

[SlotsWizard]

The account history of xxx clearly illustrates a premeditated methodology used solely by players who are simply out to abuse first deposit bonuses for the purpose of profit.

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.

 

[RobRival]

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

 

[RobRival]

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

 

[blizeH]

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!

 

[lojo]

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

 

[cyprean]

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

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.

 

[blizeH]

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.

 

[GOCC]

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

So is it safe to assume we did have the full story and didnt jump to conclusions

 

[sdaddy]

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

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.

 

[chuchu59]

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.

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.

 

[kingkong098]

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

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".

 

[chuchu59]

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.

 

[sdaddy]

^ 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.

 

[blizeH]

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.

 

[lojo]

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.

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

 

[vinylweatherman]

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

If the player tried to manipulate the bonus & failed, why the hell was he offered a free $10 and ANOTHER bonus
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.

 

[Zoozie]

I have learned all Rival casino have a shared player database. Since I got bonus banned at Cocoa, whenever I sign up at other Rival casinos I am instantly bonus banned.

Ie. they offer me a 10$ free bonus. I download the casino and try to claim and I get bonus banned 1 minute after completing registration and not able to receive my free gift. And my mails have not been replied to for an explanation. (this was Mayan also)

So if you somehow end up on this 'bad-standing' list you might as well stop playing at all Rival casinos and it seems they ignore you. So be warned if you once had problems with any Rival casino.

Zoozie

 

[vinylweatherman]

I have learned all Rival casino have a shared player database. Since I got bonus banned at Cocoa, whenever I sign up at other Rival casinos I am instantly bonus banned.

Ie. they offer me a 10$ free bonus. I download the casino and try to claim and I get bonus banned 1 minute after completing registration and not able to receive my free gift. And my mails have not been replied to for an explanation. (this was Mayan also)

So if you somehow end up on this 'bad-standing' list you might as well stop playing at all Rival casinos and it seems they ignore you. So be warned if you once had problems with any Rival casino.

Zoozie

If Rival casinos are independent operations, sharing data should not be allowed. Being "bonus banned" is NOT about fraud, which is the ONLY justification for passing data to a central database.
Ignoring players such as Zoozie when they try to use "internal" procedures to find out what the problem is just PROVES this player ONLY managed to get justice by going public here. Perhaps Zoozie's problem is another "mistake", although it could be his Mother's mistake in giving birth in Denmark

 

[lojo]

Zoozie's case might point to that VWM, but really proves nothing.

I don't have a clue why the $10 'after bonus' was offered, seems like a mistake by the casino, which was admitted if not specifically.

My experiences with Rival casinos wouldn't lead me to believe that they are of the "eff 'em unless they complain in public" sort.

Also, I'm not jumping to any conclusions about the OP's original situation, I was asking for clarification so I could form an opinion. There may or may not be enough info in the original post, I'm daft sometimes ya know

 

[blizeH]

I don't know what you mean by manipulating the bonus, but I'll admit I didn't play with my own money between the signup and the $10 bonus they offered me, I didn't realise this would be a problem though since I made sure I abided by the terms anyway (and lost all of my money originally anyway?).

Still haven't been paid btw, but it's very early days so I'm not worrying yet.

 

[vinylweatherman]

I don't know what you mean by manipulating the bonus, but I'll admit I didn't play with my own money between the signup and the $10 bonus they offered me, I didn't realise this would be a problem though since I made sure I abided by the terms anyway (and lost all of my money originally anyway?).

Still haven't been paid btw, but it's very early days so I'm not worrying yet.

I'm not so sure this is "resolved" in general. You won effectively without a bonus, and far from disappearing after playing the SUB you returned a second time, and even though you didn't receive another bonus (the monthly) you went ahead and played anyway. To claim you are a "bonus abuser" is a joke. If it was earlier play that worried them, your account would have been locked before you had a chance to redeem the $10 and deposit again.
There must be something more to this, or it is getting to the stage where almost any player who wins when first opening an account, however this is done, bonus or not, runs the risk of being put through all this hassle to get paid.
If this keeps up, NEW players will be afraid to try new casinos, and will take a VERY conservative line when looking for somewhere to play. This will make it near impossible for new casinos to get into the market, and also for older ones to expand their player base unless they have a VERY solid reputation.

It is even putting ME off trying Rival software for the first time, although my reluctance to try new casinos DID have a plus side when HippoJo came along and was granted "pending accreditation". Last year I would have tried it purely based on that, and the availability of my native currency, which is rare for RTG.