Casino Complaint No Payout from Splendido Casino

craigstorr

Banned User
Joined
Sep 11, 2010
Location
london
Im new here today. Would like to say hello to everyone.
Having never posted a thread before im just going to blab away with my issue i have. Would apresiate any feed back anyone has.

Here we go......

My Issue is that back in March I won a large amount at Splendido Casino. £6,235.00 to be pacific.
I have been worrying for months what I could do, and then some one I met mentioned I should post my problem here and see if anyone has any advise. I do hope I can some how get the winning as I feel that it’s not right that they can choose weaver to pay you out or not. I deposited to the casino and played slots like I would normally do. When I went to withdraw my winning they then ask me to supply my I.D. and utility bill. Which I did with no problem.

They then email me back with the following message:

Dear Craig
As one of the leading online casinos, we pride ourselves in the security we provide in the processing of our players' transactions. We thank you for supplying the requested documents. Our review of your account has been completed and regretfully I must inform you that access to your gaming account has been suspended and it will not be reinstated. Your initial purchase has been refunded to your NETeller account. Should you feel that the steps taken by our organization is incorrect, you are more than welcome to contact ecogra and lodge an enquiry with them regarding this matter.
Regards
Sheila
Risk Management

Being not the confrontational type I did not know what to do and it has been at the back of my mind since then.
Does anyone have any advise what I could do on the matter?
Thanks..... Craig
 

reda

Senior Member
PABnonaccred
Joined
Feb 22, 2005
Location
HOUSTON
so from march until now you have been pondering on this? thats a long time to wait for your money . and the casino offers no reason for non payment. if it was me theres no way i would have pondered on this for 6 months before asking for help. i also being the player would want to know why they are not paying. theres lots of smart people here on the forum that can get information and links . if everything is legit and on the up and up then you should definitely pursue your winnings.
 

heador112

Full Member
PABnononaccred3
Joined
Jul 28, 2009
Location
Germany
Some more information please:

Have you used a Bonus ? Have you contactet ecogra ? What is the reason for closing your account ?
 

BingoT

Nurses love to give shots
Joined
Dec 16, 2004
Location
Hartford,Ct
Hi Craig I sent you a PM
Will you please give us an update after you hear from Esra
Thank You
~T~


Hi Tom,

I am the account manager for Casinomeister. Thank-you for your email and bringing this matter to our attention.

I will need player´s Splendido account number and I will make an enquiry into this and get back to you! Please feel free to contact me any time you need help and assistance!

Thanks
Kind Regards
Esra
 

craigstorr

Banned User
Joined
Sep 11, 2010
Location
london
Esra Responce

Hi all...... This was Esra sespone....

Hi Craig,

Thanks! I will do my best and will liaise with our Risk department to see what went wrong.

Best Regards

Esra

------

We will wait and see (Craig)
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Hi all...... This was Esra sespone....

Hi Craig,

Thanks! I will do my best and will liaise with our Risk department to see what went wrong.

Best Regards

Esra

------

We will wait and see (Craig)

You should have contacted eCogra as soon as you received that deadlock letter. This would have made sure that the issue was dealt with independently. Here, there is also the PAB process available for many casinos, including all accredited ones.

eCogra generally tell you more about what happened than the casino, although they will not tell you everything.

This case looks like they thought you had submitted false ID (or someone else's ID in order to have more than one account & welcome offer).

Wait & see what comes back from Esra. We would all be interested to know whether or not this action was justified, and whether Spendido made reasonable efforts to ensure they didn't confiscate winnings from an innocent player. These matters are far to important to be allowed to go wrong because of "clerical errors", given that the player is never allowed to know what the underlying problem is, so that they can challenge any incorrect assumptions and data used in making the decision.
 

Roxy

Casino Representative
Joined
Dec 17, 2004
Location
Canada
Hi Craig,

Access to your account was suspended as you were found to be linked to three of our other Casino Splendido players, via exact IP address and Identifiers - this was done within 12 hours of registration. It is stipulated in our Terms and Conditions that we reserve the right to de-register and cancel player accounts - if you are found to be:

viii.if you have not played at the Casino on an individual basis for personal entertainment only (that is, you have played in a professional sense or in concert with other player(s) as part of a club, group, etc.);

This was confirmed telephonically on 3 March 2010.

Craig I would be happy for you to email risk@roxypalace.com should you have any further queries regarding this matter.

Regards,
Roxy Rep
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Hi Craig,

Access to your account was suspended as you were found to be linked to three of our other Casino Splendido players, via exact IP address and Identifiers - this was done within 12 hours of registration. It is stipulated in our Terms and Conditions that we reserve the right to de-register and cancel player accounts - if you are found to be:

viii.if you have not played at the Casino on an individual basis for personal entertainment only (that is, you have played in a professional sense or in concert with other player(s) as part of a club, group, etc.);

This was confirmed telephonically on 3 March 2010.

Craig I would be happy for you to email risk@roxypalace.com should you have any further queries regarding this matter.

Regards,
Roxy Rep

With IP addresses being issued dynamically by most ISPs, this is just coincidence, and should never be the mainstay of an argument for breach of terms.

"other identifiers" should be examined to ensure these are not also down to coincidence.

This could happen in blocks of flats, where high degrees of "links" can be created merely because of the technical set-up of the communal wiring for services such as TV, phone, and internet.
My estate here in Bracknell was built like this, with a communal aerial system wired into the entire estate, which later went on to provide broadband internet. Until recently, the set-up was quite unusual, using a regional proxy "cache" between users and the internet, which sometimes caused problems on some websites.

Some players are "linked" merely because they are friends with something in common. This is not proof in itself that they are colluding to "rip off" the casino. Indeed, many casinos positively ENCOURAGE players to get their friends to sign up, offering a bounty per friend signed up.

To keep the trust of players, we must be assured that casinos are NOT using this rule to deny payments based on coincidences, and that they have concrete evidence that these connecting identifiers could NOT be down to coincidence, for example, the same deposit account number being used at more than one casino account.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
With IP addresses being issued dynamically by most ISPs, this is just coincidence, and should never be the mainstay of an argument for breach of terms.

...
MGS casinos are not daft and they fully understand the use of IP addresses. Just like here in the forum, just because two people have the same IP address doesn't mean they are using the same computer. The risk assessment people know this, and some of these guys are the best in the business. That's why they say "IPs and other identifiers". There are other means of connecting people and sometimes it's simply ingenious. I think I spoke about this with you in person in London. If not, please remind me at the next Meister Meeting and I'll fill you in :p
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
MGS casinos are not daft and they fully understand the use of IP addresses. Just like here in the forum, just because two people have the same IP address doesn't mean they are using the same computer. The risk assessment people know this, and some of these guys are the best in the business. That's why they say "IPs and other identifiers". There are other means of connecting people and sometimes it's simply ingenious. I think I spoke about this with you in person in London. If not, please remind me at the next Meister Meeting and I'll fill you in :p

The problem is the secrecy surrounding this. It would be better if NO mention of "same IP address" was made, since in such a statement it seems the most prominent reason, with everything else lumped together as "other identifiers".

There have been cases where they HAVE got it wrong, and "other identifiers" have produced spurious connections between unrelated accounts. I seem to have had this more than once with Palace Group. The first time, the rep told me it was a coincidence into which too much was read by risk management, so they held up a withdrawal until I noticed & complained.
It happened again, and I had to resend my documents.

It then happened AGAIN, and I was placed "under investigation" by Palace Group support in their capacity as providing support services for Prime Casino. In this case, they did NOT want documents. They paid up when I reminded them that after 14 days I could escalate the matter to eCogra. After they paid up, I was "dumped" from the VIP program at Ruby Fortune - I didn't even get a birthday card this year, unheard of with the Palace Group before, even when I hadn't played in the past year.
To me, they STILL think I am "up to something" based on some "other indicators" which they can never reveal, yet I live on my own, NO-ONE else plays casinos from my computer, and I do NOT use "shared" deposit methods (such as joint bank accounts) because I don't have any.

I at least got paid, so in many ways its "case closed", and Palace Group lost a player to other MGS casinos that don't seem to have a problem with me. The OP did NOT get paid, so he CANNOT just "walk away" without trying to prove his case. Although fraudsters will argue that they are innocent, there are players who really ARE innocent victims of the inexact science of verifying accounts through these "indicators".

Because of the secrecy surrounding the issues & procedures, we players have to be able to trust that the procedure is conducted fairly, and that it is NOT merely a convenient ruse to wriggle out of payments in order to support the "bottom line", something MANY companies have been caught red-handed by regulators doing. The directors of Seven Trent Water, a utility company in the UK, were investigated and PROSECUTED for fraud because they doctored information supplied to the regulator in order to be allowed to charge customers far more than they were supposed to under the rules (they tried the "clerical error" defense, but it didn't wash with the court). If we can't even trust companies of this calibre to behave, we cannot be expected as consumers to trust these offshore companies who operate from jurisdictions that often require little more than the fees being paid on time.
In the case of casinos, it is often unidentified subcontractors that carry out these investigations, and pass the verdicts back to the casinos.
 
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