MonacoAces Bad Experience

[Nicola]

Imagine I am sitting here right now, and wammo! I'm inexplicably in your account all of a sudden, with full access to your personal details such as phone, address, full name, and bank account details. I also have access to possible active and funded bank accounts or e-wallets, and if I've hit the real jackpot, you've been a customer for some time, and I can deposit and withdraw funds to another new account without too much hassle or fuss. If by chance I'm a seasoned crook or hacker, I can then hold onto these details to do God knows what in God knows where, because now God himself is the only one who knows the truth whilst your double is now possibly out there doing things you as a model citizen have never even dreamed of. I know this is the ultimate dramatization, but worst case scenarios such as this are not only possible in this day and age, but happening more often every day.

Unless someone knows different, we are only talking about one persons 'personal information' being seen by a third party. I'm no expert on how authentication servers work, but if a web site is suffering technical issues (this was clear to see with the amount of timeouts, errors visible) then wouldn't other problems occur like failed deposits, crossed logins etc?

It's a shame that none of us here (apart from the IOM GSC and Monaco Aces) will ever seen the log files from the night in question, over a dozen logouts and blank pages are almost certain going to be visible.

 

[sophia410]

Hi,

I dont know about UK, but yes in Finland i enjoy and never face like this problem..but the system should be placed properly and the website should use such script that the login detail should be secured and it should properly work, i experience with suurimmatjackpotit.com i play mostly daily, they have good system and even they provide backup and proper email alerts we are getting so that we can trust on such websites for playing....

 

[Dinahnana]

2. Somehow being logged into someone else's account

Nicola can you say if you got accidentally logged into your boyfriends account or he onto yours or was it somebody you didn't know at all?

Thanks

 

[Nicola]

Nicola can you say if you got accidentally logged into your boyfriends account or he onto yours or was it somebody you didn't know at all?

Thanks

It was someone totally unrelated, a different country in fact. The account was automatically logged into upon constant clicking the refresh button when the front page of Monaco Aces showed a error message.

Once aware of the access to a third party account, the log out button was pressed immediately. At the first possible opportunity, the casino was made aware of the issue - in accordance with the complaints policy stated at:

You do not have permission to view link Log in or register now.

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18. Complaints

18.1 If you have any complaint regarding any Casino game outcome, you have the right to submit your complaint to us via email to (removed) within fourteen (14) days, starting from the date when the disputable event occurred. We will use our reasonable endeavours to respond to your complaint within 48 hours. If you are not satisfied with the resolution of your complaint, you have the right to refer such complaint to the Isle of Man Gambling Supervision Commission by sending an email to (removed).

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As the casino failed to respond within a timely matter and satisfaction was not met, the matter was referred to the Isle of Man Gambling Supervision Commission as recommended in the Casino's own terms and conditions.

 

[Dinahnana]

It was someone totally unrelated, a different country in fact. The account was automatically logged into upon constant clicking the refresh button when the front page of Monaco Aces showed a error message.

Once aware of the access to a third party account, the log out button was pressed immediately. At the first possible opportunity, the casino was made aware of the issue - in accordance with the complaints policy stated at:

You do not have permission to view link Log in or register now.

--

18. Complaints

18.1 If you have any complaint regarding any Casino game outcome, you have the right to submit your complaint to us via email to (removed) within fourteen (14) days, starting from the date when the disputable event occurred. We will use our reasonable endeavours to respond to your complaint within 48 hours. If you are not satisfied with the resolution of your complaint, you have the right to refer such complaint to the Isle of Man Gambling Supervision Commission by sending an email to (removed).

--

As the casino failed to respond within a timely matter and satisfaction was not met, the matter was referred to the Isle of Man Gambling Supervision Commission as recommended in the Casino's own terms and conditions.

Thank you for responding.

 

[Nicola]

Update:

A ruling of a *potential* data breach is not possible by the Isle of Man Gambling Supervision Commission so the matter will now be passed to the Office of the Data Protection Supervisor within the IOM Government. This will involve the start of a new complaint and re-submission of existing evidence. With it being a Bank Holiday Weekend in the UK, nothing will be submitted until the middle of next week.

It is my understanding, that as of lunchtime today, NO log files have been handed over by the casino to the Isle of Man Government who continue to investigate the original complaint. Progress is slow between all parties involved.

 

[MonacoAces]

Update:

A ruling of a *potential* data breach is not possible by the Isle of Man Gambling Supervision Commission so the matter will now be passed to the Office of the Data Protection Supervisor within the IOM Government. This will involve the start of a new complaint and re-submission of existing evidence. With it being a Bank Holiday Weekend in the UK, nothing will be submitted until the middle of next week.

It is my understanding, that as of lunchtime today, NO log files have been handed over by the casino to the Isle of Man Government who continue to investigate the original complaint. Progress is slow between all parties involved.

Good morning,

I would love to hear any up dates on your actions/ claims to the Isle of Man Gambling Commission. Could you let us know what is the outcome. I think after all the critics and problems mentioned here, people should be up dated on regular basis in order to hear how you are getting on.

For all those of you who have been telling me that by law of the IoM Gambling association we have to have deposit limits in place, I would like to correct you and let you know that this is false. I have been very quiet for long time but now that I get the feeling this chat is becoming very quiet and nobody puts any up dates I would like to put this information from our side.
Nevertheless we are still working hard on having deposit limits for players in place ASAP.

Looking forward hearing Nicola´s up date and wishing you all a nice weekend.
MA

 

[Nicola]

Good morning,

I would love to hear any up dates on your actions/ claims to the Isle of Man Gambling Commission. Could you let us know what is the outcome. I think after all the critics and problems mentioned here, people should be up dated on regular basis in order to hear how you are getting on.

For all those of you who have been telling me that by law of the IoM Gambling association we have to have deposit limits in place, I would like to correct you and let you know that this is false. I have been very quiet for long time but now that I get the feeling this chat is becoming very quiet and nobody puts any up dates I would like to put this information from our side.
Nevertheless we are still working hard on having deposit limits for players in place ASAP.

Looking forward hearing Nicola´s up date and wishing you all a nice weekend.
MA

There is no update as the investigation is ongoing, but as a 'Casino Representative' of Monaco Aces you should already know that.

As previously mentioned, I draw your attention to points 7.1 and 7.2 of your own terms and conditions:

You do not have permission to view link Log in or register now.

You have been misleading players since at least October 12, 2013 as these player protection limits CANNOT be actioned by either player or casino - that cannot be denied.

 

[MonacoAces]

There is no update as the investigation is ongoing, but as a 'Casino Representative' of Monaco Aces you should already know that.

As previously mentioned, I draw your attention to points 7.1 and 7.2 of your own terms and conditions:

You do not have permission to view link Log in or register now.

You have been misleading players since at least October 12, 2013 as these player protection limits CANNOT be actioned by either player or casino - that cannot be denied.

Hi Nicola you are right i already know this but I think you should be up dating all the others as well
I also have seen the log sheet and i know the result of this as well but i will be waiting for your post once you receive the oficial reply.
It will be up to you to describe how all this is on going.
Best regards and have a nice weekend.
MA

 

[dunover]

Good morning,

I would love to hear any up dates on your actions/ claims to the Isle of Man Gambling Commission. Could you let us know what is the outcome. I think after all the critics and problems mentioned here, people should be up dated on regular basis in order to hear how you are getting on.

For all those of you who have been telling me that by law of the IoM Gambling association we have to have deposit limits in place, I would like to correct you and let you know that this is false. I have been very quiet for long time but now that I get the feeling this chat is becoming very quiet and nobody puts any up dates I would like to put this information from our side.
Nevertheless we are still working hard on having deposit limits for players in place ASAP.

Looking forward hearing Nicola´s up date and wishing you all a nice weekend.
MA

You said that weeks ago. It surely isn't difficult, as every other casino manages it.
It was me who spotted this a while back and reported it on this thread. Sorry it got you de-accredited but responsible gaming is an important tenet of the CM philosophy.

 

[MonacoAces]

You said that weeks ago. It surely isn't difficult, as every other casino manages it.
It was me who spotted this a while back and reported it on this thread. Sorry it got you de-accredited but responsible gaming is an important tenet of the CM philosophy.

Well as you see it is not as easy as you all think just to establish this on the system. As mentioned our IT department is working on it and I would prefer telling you it´s ready today then tomorrow.
i just wanted to clarify that this feature is not a MUST by the Isle of Man Gambling commission it is free to every Casino to establish these limits or not.
hope to able to tell you soon that they are established.
thanks.

 

[Nicola]

As of close of business today, there has been no update from either the IoM Gaming Commission or Monaco Aces. Investigation is still continuing.

Will update as soon as we hear anything

 

[MonacoAces]

Dear all,

I would like to announce that we have managed finally to re establish the deposit limits for players.

We apologize that on the change of the platform provider these limits were not established from the beginning but after being advised about this missing feature, we have been working hard to establish these and give players the chance to now put weekly deposit limits.

We appreciate your confidence in our Casino even after these not yet resolved critics on which we are all keen to hear the final customers outcome but I think it is a clear point of reference that we are showing towards the loyalty of the customers that things that get criticized or suggest to improve are taken seriously into account.

Best regards,
MA.

 

[spintee]

Dear all,

I would like to announce that we have managed finally to re establish the deposit limits for players.

We apologize that on the change of the platform provider these limits were not established from the beginning but after being advised about this missing feature, we have been working hard to establish these and give players the chance to now put weekly deposit limits.

We appreciate your confidence in our Casino even after these not yet resolved critics on which we are all keen to hear the final customers outcome but I think it is a clear point of reference that we are showing towards the loyalty of the customers that things that get criticized or suggest to improve are taken seriously into account.

Best regards,
MA.

23rd & 30th, now, Im glad you had the time to respond again now, people ,may be waiting on response, long time to leave forum members waiting

 

[SlotMonster]

It takes time to fix the problem. Or you would prefer if MA posted "In Progress" every day?

 

[MonacoAces]

Good afternoon all,

I am wondering why we are not getting any up dates from Nicola. Wouldn´t you think if things really happened as described by her, the Isle of Man gambling association would have taken action in this already.

Well I think it is now time to tell you that by the time you claimed these issues we had sent a full log sheet to the Isle of Man Gambling association and on this log sheet there was no error found.

So after having had all these critics by this person and several others who jumped on the train I think it now would be time to apologize for all the damage they have created and caused to our brand.

It is a clear point that not all players will win at Monaco Aces and it is clear that some customers might like the Casino and other might not. But why would somebody dedicate so much time in trying to damage a brand?

We have received our accreditation back as the deposit limit issue got solved and we are an 8.8. So think that there must be some things that we have done, offer or expose that are not as bad as it got described by these individuals.

to all those players who showed us their loyalty in-between I would like to appreciate the many messages we received with the positive feed backs. And once again we are sorry that we can´t make everybody a happy winner but this the life of gambling, sometimes you win sometimes you lose and it´s the same for us.

Have a nice evening.

 

[aceking123]

Good afternoon all,

I am wondering why we are not getting any up dates from Nicola. Wouldn´t you think if things really happened as described by her, the Isle of Man gambling association would have taken action in this already.

Well I think it is now time to tell you that by the time you claimed these issues we had sent a full log sheet to the Isle of Man Gambling association and on this log sheet there was no error found.

So after having had all these critics by this person and several others who jumped on the train I think it now would be time to apologize for all the damage they have created and caused to our brand.

It is a clear point that not all players will win at Monaco Aces and it is clear that some customers might like the Casino and other might not. But why would somebody dedicate so much time in trying to damage a brand?

We have received our accreditation back as the deposit limit issue got solved and we are an 8.8. So think that there must be some things that we have done, offer or expose that are not as bad as it got described by these individuals.

to all those players who showed us their loyalty in-between I would like to appreciate the many messages we received with the positive feed backs. And once again we are sorry that we can´t make everybody a happy winner but this the life of gambling, sometimes you win sometimes you lose and it´s the same for us.

Have a nice evening.

good on you maybe some of what youve written should be done via private message