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Resolved My bad expirience with Rialtocasino

Discussion in 'Casino Complaints - Bonus Issues' started by shehovo, Dec 16, 2009.

Tags:
    Dec 16, 2009
  1. shehovo

    shehovo Dormant account

    Occupation:
    homemaker
    Location:
    Bulgaria
    Hello

    i have wait 2 week but i think is time to share my story with that casino

    first i have claim the 10 $ free no deposit with term to rollover 20 times and max cashout 100

    so step 1 done :) i have got 57 $ after i meet the terms contact the support can i cashout she said yes why not ask me for documents and i have sent and have put withdraw request .On the next day my withdraw has been declired when i ask why support told me you have not meet wagering you must deposit and rollover 5 times the deposit to can cashout max 100 $ (deposit and profit from the bonus) really strange but okay i have deposit 25 $ coz if i deposit more can`t win nothing
    make the wagering and have try to request withdraw then the system not allow me to do and i must rollover more 18 times my deposit and the bonus that i have already rollover i have contact support and they told me that there is error in the system and will be fix in few hours and then i can withdraw .this few hours has been 2 days but okay after 2 days all was fix and i have put withdraw request
    on the next day i have got email that i have not meet the wagering again
    contact again the support and they told me that all is clear and there was some error and to put my withdraw again and to wait 5-7 working days to receive my withdraw also ask me again for the documents that i have sent bank statement and copy of ID
    so today this 7 working days has passed ans still no money
    contact the support and she told me that i need to sent credit card authorization form
    she told me that can sent me vie email i say okay send me but no reply
    after 5 minutes she said if you have any question about your withdraw sent email to support ?

    i just can`t understand what kind of service may be and all this for 100 $
    what will happen if they are much more

    Can someone help ?

    PS i have some logs from the chat if someone don`t trust me ..
     
    Last edited: Dec 16, 2009
  2. Dec 16, 2009
  3. Bencuri

    Bencuri Experienced Member PABnononaccred

    Occupation:
    student
    Location:
    Hungary
    I am very glad you posted it. I saw this promo at many affiliate sites: Casino Crush, Latestcasinobonuses, etc. Every of them advertises this promo as a real no deposit bonus, but as you described it is not that. I won 143 USD by completing my wagering requirements for the 10 free, and I was also told I need to deposit. Well. Casino Crush and Latestcasinobonuses webmasters! Don't advertise this promo as a no deposit bonus! You benefit from player sign-ups while at the same time you mislead them! And none of you posted the ture terms of this bonus under your banners!

    And also: Casinomeister manager 'maxd' blamed me for harassing Rialto for this scam, when I opened a thread on this problem a few days ago (it is in bonus complaint section titled: Bencuri vs Rialto). Well. max, did this new post convinced you now? :p
     
  4. Dec 17, 2009
  5. shehovo

    shehovo Dormant account

    Occupation:
    homemaker
    Location:
    Bulgaria
    i have got my money today

    so the epic withdraw story are finished :)

    thank you
     
  6. Dec 18, 2009
  7. Bencuri

    Bencuri Experienced Member PABnononaccred

    Occupation:
    student
    Location:
    Hungary

    I think they started feeling the ground burning under their feet :lolup:
     
  8. Apr 20, 2011
  9. sirjk

    sirjk Dormant account PABnononaccred PABnonaccred

    Occupation:
    computers
    Location:
    canada
    Same story

    I too was scammed. Same story with a free 20, rollover 20x. I played through, contacted support and was told to deposit. I deposited without a bonus and soon after my winning balance disappeared leaving only the deposit. Manager said that I can't keep the winnings from the freebie and then deposit on top of that. He suggested that I deposit again with a bonus. I have no desire to play at this casino. My deposit is to small to cashout 25 and don't want to send documents. Any chance to get my deposit back? I doubt it.
     
  10. May 3, 2011
  11. carlo.s

    carlo.s Dormant account

    Occupation:
    Affiliate Program Manager
    Location:
    CR
    Hi SirJK,

    I'd be happy to try and help mediate here. I'm fully aware that not everyone is happy when they claim a bonus and are unaware that there are terms and conditions attached to it.

    If I am right, assuming you are the same player, I believe that we offered to refund your deposit that you made.

    If you'd like to confirm your player ID and email to me in a private message I'd be happy to private resolve this with you and then publicly announce the resolution. Also, in the PM, if you can send me the website where you were made aware of the Rialto Casino offer I can certainly do my best to look into any dubious claims about the bonus.

    Apologies for any inconvenience. I'm patiently waiting for more information to help you out.
     
    Last edited: May 3, 2011
    1 person likes this.
  12. May 3, 2011
  13. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    privately resolve the issue and then unilaterally announce the resolution publicly? sounds a bit fishy to me. i doubt the credibility of all this.
     
    3 people like this.
  14. May 3, 2011
  15. jod5413

    jod5413 Is That Better?

    Occupation:
    having a good time doing anything
    Location:
    somewhere on the planet
    Hell Carlos. I just welcomed you as a new member that could help out with player issues. I sure didn't expect this doozie of an issue right away. Not a good way to start out here. At all.

    I do hope you players get your deposit back, if not both the deposit and winnings.

    I just realized that the first complaint was from 2009. The second complaint is current. That does not show a good casino with the same or similar issues spanning over two years.
     
    Last edited: May 3, 2011
    1 person likes this.
  16. May 3, 2011
  17. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    Looks and smells like just another CR clipjoint.

    Jod is right. The same problems two years on? Huge red flag.
     
    1 person likes this.
  18. May 3, 2011
  19. carlo.s

    carlo.s Dormant account

    Occupation:
    Affiliate Program Manager
    Location:
    CR
    Hi guys, I said I'd like to work it out privately with the player because his account is private and I'm sure he won't want his account information on the internet. I'm sure you all respect that.

    Announcing it publicly, once resolved, is standard practice so that we clear up these issues.

    I'm a newly signed up member of CM, but the casino isn't new - its over 3 years old

    There have only been three complaints in 3 years of running and The one documented at the top of this thread was resolved. Bencuri's, well I actually don't know the full history on that (before my time) and now I'm here trying to resolve this.

    CR clipjoints are notorious in the industry and I don't think we display characteristics of such a place. As I've said, we haven't actually been known for player problems. We have good investors to back up our business and we have literally only had these few complaints which I'm here now, trying to resolve.

    In the interest of keeping things constructive and positive, I'd like the benefit of the doubt here so that I can help the player out instead of having to come in and do the mandatory "reputation cleanup" while this thread gets de-railed.

    It's the player that is important and I'm here to help him/her out.


    Currently waiting on PM from player.
     
    Last edited: May 3, 2011
  20. May 4, 2011
  21. jod5413

    jod5413 Is That Better?

    Occupation:
    having a good time doing anything
    Location:
    somewhere on the planet
    Benefit of the doubt. OK, I will watch and see. Good Luck, Carlo.S. I really like it when reps make things "right" for the player. We all will watch and see, yes?
     
  22. May 4, 2011
  23. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    What's this mandatory clean up thing?

    Do you know this from years of experience at Casinomeister? Or from handling the other 2 complaints you've ever had (sorry but that's bs even the best operators have more complaints than that).

    De-rail? Where did anyone de-rail?

    IMO you are showing a lack of respect for the membership with these comments.
     
  24. May 4, 2011
  25. Rialto Rep

    Rialto Rep Dormant account

    Occupation:
    Casino Manager
    Location:
    CR
    Hi Nifty

    I am certain Carlo did not mean any disrespect to any member of the forum and was just trying to solve a players problem before it got out of hand.
    The player himself has not responded to any PM's so we are none the wiser if this has been resolved, the CS team has not heard anything either.
    Carlo was being very truthful when he said we have had only 3 complaints regarding this promotion and we have been running it on quite a few sites for a long time.

    As far as derailing the thread, I am not sure what other interpretation of this there can be. Carlo came on the forum to try and resolve this issue and all of a sudden there were posts made that we were a clipjoint and that we were inventing the complaint and then we would resolve it presumably to attain some credibility. This does sound off topic and derisory.

    I just hope the player was attended to and there will be no more complaints.

    Thanks

    David
     
  26. May 4, 2011
  27. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Rubbish!

    You have had only THREE complaints, including this one, so all you have to do is check these THREE complaints to see whether they have all been resolved. You can then directly email each of these THREE players to ask for confirmation that they are satisfied with the outcome.

    The players' tale was very specific, and on the information given, you should be able to check the play records of each of the three complainants and see which one of them met the terms, stopped playing, and contacted CS when their balance was $57.

    Of course, if you had three HUNDRED complaints, the task would be much harder, if not impossible, but as you said, you had only THREE.
     
  28. May 5, 2011
  29. Rialto Rep

    Rialto Rep Dormant account

    Occupation:
    Casino Manager
    Location:
    CR
    I know its hard to believe but that is the truth, 3 complaints and 2 resolved completely.
    We are very sure that the most recent one has been resolved due to the amount in question but have not had confirmation from the player by email or PM so I cannot 100% say it has been resolved.

    We run a tight ship with professional and courteous responses to our players and do our best to nip any potential issues in the bud to resolve them before they are publicized elsewhere so this complaint is isolated and unusual for us.

    Thanks

    David
     
    Last edited: May 5, 2011
  30. May 6, 2011
  31. lottethedog

    lottethedog Newbie member

    Occupation:
    Inbetween
    Location:
    Europe
    carlo cant respond right now as he is busy selling your email address
     
  32. May 6, 2011
  33. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Your evidence being.....................
     
  34. May 7, 2011
  35. jod5413

    jod5413 Is That Better?

    Occupation:
    having a good time doing anything
    Location:
    somewhere on the planet

    There is no evidence, Vinyl. Just someone being stupid, and not the least bit funny. :rolleyes:
     
  36. Jul 20, 2011
  37. sirjk

    sirjk Dormant account PABnononaccred PABnonaccred

    Occupation:
    computers
    Location:
    canada
    Hi carlo.s

    Hi,

    Just to reply that this was finally resolved by a different staff but very inconvenient.
     

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