Monaco Aces - New Viaden Casino - passed BoF

[Azzurri]

I wasn't suggesting anything, rather asking a question. Usually when you don't hear back from both CS and the rep, it's fair that concerns will arise. History shows that when casinos start ignoring customer queries, it's usually because issues are creeping in, and the main reason for a casinos demise, is financial trouble. Being a new casino, I don't think it's unfair of me to ask the question.

My research showed the reps last activity was in this thread. If I got that wrong I apologise, however the fact you are stating they were on here yesterday, and still didn't respond to my pm, does nothing to subside my concerns.

I also have to politely disagree with you, as I'm of the opinion that all my comments have a strong basis. There's a difference between assumption and asking a question. Fact is, if CS or the rep responded to my pm, you wouldn't have even seen my concerns posted here.

 

[Dinahnana]

I wasn't suggesting anything, rather asking a question. Usually when you don't hear back from both CS and the rep, it's fair that concerns will arise. History shows that when casinos start ignoring customer queries, it's usually because issues are creeping in, and the main reason for a casinos demise, is financial trouble. Being a new casino, I don't think it's unfair of me to ask the question.

My research showed the reps last activity was in this thread. If I got that wrong I apologise, however the fact you are stating they were on here yesterday, and still didn't respond to my pm, does nothing to subside my concerns.

I also have to politely disagree with you, as I'm of the opinion that all my comments have a strong basis. There's a difference between assumption and asking a question. Fact is, if CS or the rep responded to my pm, you wouldn't have even seen my concerns posted here.

Firstly you can check the last time a rep was online by checking their profile. Secondly you need to give the rep more time to respond. Thirdly you were making a suggestion by stating "I'd recommend any new players wait to see for any signs of life from the rep before joining and depositing there, just in case there are any serious financial issues or the like." and "I'm just concerned. With a few other complaints surfacing, is there any chance these guys have dropped the ball and busted? Really worried now that maybe I did get taken for a ride considering my suspicious happenings whilst playing there."

So my question here is what other complaints have you seen leads you to the conclusion that the casino might be in trouble?

 

[Azzurri]

I'm not going to entertain your attempts to enter into an argument with you. Frankly, I've stated my concerns, and stand by my comments. I did check the reps page for last activity, and thus apologised for misreading the information there.

I won't however apologise for trying to protect fellow players until a response from the rep is obtained. Thanks for your comments, but as its now the third day since contacting support, and it appeared the rep had been absent for a month, I think I have a right to state my concerns and try the forum for a response.

You'll notice I haven't accused the casino of any wrong doing except not responding and some technical issues on their site. I'm not sure why you are getting so defensive, but I respectfully ask that you don't involve yourself, unless your are authorized to speak on behalf of MA. I do however thank you for pointing out my error regarding the reps last activity, which was an honest mistake on my behalf.

 

[Dinahnana]

I'm not going to entertain your attempts to enter into an argument with you. Frankly, I've stated my concerns, and stand by my comments. I did check the reps page for last activity, and thus apologised for misreading the information there.

I won't however apologise for trying to protect fellow players until a response from the rep is obtained. Thanks for your comments, but as its now the third day since contacting support, and it appeared the rep had been absent for a month, I think I have a right to state my concerns and try the forum for a response.

You'll notice I haven't accused the casino of any wrong doing except not responding and some technical issues on their site. I'm not sure why you are getting so defensive, but I respectfully ask that you don't involve yourself, unless your are authorized to speak on behalf of MA. I do however thank you for pointing out my error regarding the reps last activity, which was an honest mistake on my behalf.

I did not post trying to get into an argument with you. I was merely pointing out that some of your comments had no basis in fact AFAIK. This is a public forum so I am within my rights to post a reply. I understand that you are having communication problems with the casino. So why not state that without adding that the casino might be having financial issues? Now if there were many players with slow pay issues I would probably agree with you but I see no evidence of that.

 

[Azzurri]

Are you even reading my responses? You've repeated yourself twice, so please refer to my previous response, in response to your lastest offering.

This is my last response to you in this matter, and I eagerly await any response from a MA representative. Thank you for your concern.

 

[MonacoAces]

Does the MA rep still visit this site? Fairly sure the above post was the reps last, more than a month ago.

Asked CS three days ago if I could simply be told what my RTP was for my short playing time. I was told they would send my request to the relevant department and get back to me. I don't even know what that's suppose to mean, and unsurprisingly I haven't heard from anyone.

Sent the rep a pm, but just noticed how long they haven't been to the forum, so now I'm just concerned. With a few other complaints surfacing, is there any chance these guys have dropped the ball and busted? Really worried now that maybe I did get taken for a ride considering my suspicious happenings whilst playing there.

I'd recommend any new players wait to see for any signs of life from the rep before joining and depositing there, just in case there are any serious financial issues or the like.

Please respond MA, or more appropriately, MIA.

Hi Azurri,
thanks for your message. and sorry for not replying to you yesterday. But I think on a weekend in a Forum you may expect a reply in 24 to 48h and your message hit my inbox only yesterday morning.

We are not busted and we are not taking the quick money from all our players. As many times explained in this Forum, MA runs Viaden and Microgaming software. Being an IOM Licensed Casino there is absolutely no chance to rip off any customer at any stage as otherwise the Casino would be closed for long time already.
The RTP does not depend on us but does depend on the software owners, Microgaming and Viaden and are checked and controlled by the Isle of Man Gambling Commission on regular basis, so this is nothing were we as Casino operator really can modify or change anything.
We have many winners every day as well as people who lose their money. It is not that we can decide that now we need more losers and next eek we will allow more winners. So if you have lost your money in a short time, then it is nothing that I could have controlled and it could have happened to you at any other Casino at any other time.
I will reply to your Personal Message tomorrow once I have checked your Players activity.

Further please bare in mind we are based in Europe and not in Australia, meaning we have a rough time change of 12h.

Wishing you all a happy sunday.
MA

 

[Azzurri]

Thanks for the response MA. Usually I am happy to wait the required 48 hours for a rep to respond, however as it had already been 48 hours with no response from your CS, and I thought you hadn't been active here for over a month, a little panic started to set in, and I thought this coupled with my terrible playing experience, may be due to some major issues the casino was having that I hadn't heard about yet. Hence I came on this thread to tell of my experience and ask if anyone had heard of anything.

I apologise for any confusion, and appreciate you finally taking the time to respond. Maybe you could also investigate why your CS team never got back to me once you've had a chance to look into my pm. Thanks again for the clarification.

 

[bigjohn]

I'm not going to entertain your attempts to enter into an argument with you. Frankly, I've stated my concerns, and stand by my comments. I did check the reps page for last activity, and thus apologised for misreading the information there.

I won't however apologise for trying to protect fellow players until a response from the rep is obtained. Thanks for your comments, but as its now the third day since contacting support, and it appeared the rep had been absent for a month, I think I have a right to state my concerns and try the forum for a response.

You'll notice I haven't accused the casino of any wrong doing except not responding and some technical issues on their site. I'm not sure why you are getting so defensive, but I respectfully ask that you don't involve yourself, unless your are authorized to speak on behalf of MA. I do however thank you for pointing out my error regarding the reps last activity, which was an honest mistake on my behalf.

This kind of stuff is probably not a good idea.

Responses from other members will not hinder the rep. from responding. I've seen quite a few members chastised for suggesting what other members should or should not comment on (moderators job).

 

[Azzurri]

Point taken. However I didn't appreciate being interrogated over a legitimate concern, especially when all the answers to the questions could be found within this thread. I saw it as a calculated attempt to discredit my concerns, so I politely advised the member I didn't wish to engage. I aired my concerns which were legitimate, and thankfully the rep responded, and eased some of them. I'm not telling anyone they can't comment, but if your intentions are purely to discredit my concerns, then I have every right to say I don't appreciate it, and would rather not engage. My intentions are never to offend, but good sites have turned bad, so I asked a legitimate question if anyone had heard any news I may have missed. I was happy to accept the reps polite response to my concerns, and I am happy they treated them as legitimate concerns.

 

[Dinahnana]

Point taken. However I didn't appreciate being interrogated over a legitimate concern, especially when all the answers to the questions could be found within this thread. I saw it as a calculated attempt to discredit my concerns, so I politely advised the member I didn't wish to engage. I aired my concerns which were legitimate, and thankfully the rep responded, and eased some of them. I'm not telling anyone they can't comment, but if your intentions are purely to discredit my concerns, then I have every right to say I don't appreciate it, and would rather not engage. My intentions are never to offend, but good sites have turned bad, so I asked a legitimate question if anyone had heard any news I may have missed. I was happy to accept the reps polite response to my concerns, and I am happy they treated them as legitimate concerns.

Okay Azzurri I have been a member of this forum for almost five years and never have tried to discredit any member on this forum. That is not in my nature. I agree you posted your concerns regarding communication with the casino and they were legitimate. I also pointed out that the rep was not MIA. I didn't agree with your other statements because as far as I can tell there was no evidence to back them up. This was not interrogation. It was an observation. I am glad you had your concerns addressed by the rep We will just leave it at that

 

[dunover]

Beware on this site - there are NO self-set methods for responsible gaming, and when I went on live chat 'George' told me they 'cannot provide a deposit limit'.....even manually.....

I'm sorry, but a site that cannot provide a deposit limit even manually via live chat should not be accredited. (IMO)

 

[Dinahnana]

Beware on this site - there are NO self-set methods for responsible gaming, and when I went on live chat 'George' told me they 'cannot provide a deposit limit'.....even manually.....

I'm sorry, but a site that cannot provide a deposit limit even manually via live chat should not be accredited. (IMO)

In this day and age they should be able to provide all players with deposit limits. They definitely need to address this quickly.

 

[Azzurri]

Just an update for those who care.

I finally got a response, and as not to double post, details can be found here:

https://www.casinomeister.com/forums/threads/monacoaces-bad-experience.62015/

You can all draw your own conclusions, however it's relevant information for those contemplating signing up. Cheers.

 

[Nicola]

To highlight further dunover's comments, I have just found this in the terms and conditions of Monaco Aces...

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7. Responsible Gaming

7.1 You may at your own discretion select to set up a limit on the maximum stake, the maximum losses within a specified period of time, and/or the amount of time that you may play the Casino in one session by using the functions in the "My Profile" section on the Website.

7.2 You may also select to exclude yourself from playing at the Casino for a definite or indefinite period of time. Upon selecting the option you will not be able to play games during the exclusion period that you have set. If you request to terminate the self-exclusion, your access will be restored after a seven (7) day period.

--

The responsible gaming section of the 'My Profile' section simply does not exist - can anyone here confirm if it has ever existed?

Rather bizarre that a casino's terms and conditions are so wrong.

(Apologies for posting in another thread, but if possible I would rather keep these issues separate and the responsible gambling relates directly to the accreditation i.e. this thread - thanks)