Nostalgia Problem - Quickly Resolved

Brackis

Webmaster
Please wait for a site operator to respond.
You are now chatting with 'Customer Care'
Customer Care: Hello, how may I help you today?
you: Hi there, I had an error in a withdrawl that was made this week for my account
you: my account name is (Not mentioning here)
Customer Care: One moment please while I check your account details.
you: I recieved a non-cashable 150 dollar bonus on a 200 dollar deposit, and mad a cashout of around 530 dollars
you: made*
you: 450 of this was removed as bonus, when the bonus was only 150 dollars.
Customer Care: Your first withdrawal that you made for $902.50 did not have the $300 welcome bonus removed from it when it was processed. As a result this money was removed from this withdrawal.
you: Why was this not brought to my attention before I made my second deposit? Do you have a manager with whom I can speak
Customer Care: I am the current supervisor. I am unsure why it was not removed from your first withdrawal.
you: had I not played your casino again I would not have had 300 dollars taken away from me, these are two independent withdrawls and I am essentially now recieving 80 dollars from a 200 dollar deposit and the 350 dollars in cashable earning I had from this deposit
your email stated I would be able to recieve 150 dollars in non-cashable bonus on a 200 dollar deposit, and that 150 would be removed from my withdrawl, not 450
Customer Care: I am sorry for any inconvenience however as the bonus was not removed from the first withdrawal, the system simply corrected itself by removing it from the second withdrawal. If you had not played again you most likely would have received an extra $300.
you: this is certainly unacceptable behavior, I am going to send an email to a manager at a later time and seek other means. I am happy to abide by the rules of the casino and their banking rules, which no where state that my deposit of real money will be removed because of previous computer errors



Any help!?!?
 
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bethug

Banned User - Winner of the "<a href="http://www.c
i dont see what the problem is , he knows that nostalgia has a sticky bonus and he got away with it the first time. so he went back and see if he can do it again and got caught. To me the casino is in the right.
 

Brackis

Webmaster
I had no idea I was in the wrong here, I waited a week for them to even send my cheque, a week for my cheque in the mail the first time around, and took a week to even get to the bank. I was never asked, or told there was a mistake, and they had every opportunity to cancel and reissue anything the first time around. I chatted with them before my first withdrawl was sent to confirm some things for the document verification, and nothing was ever mentioned about an error that would affect the money I recieved in the mail.
If I play a second time around not knowing the software is waiting to remove 300 dollars from me, I read the terms of their promotion which state that I get 150 dollar bonus, and 150 dollars will be deducted from my next withdrawl.
So now my 535 dollar withdrawl gets 25 deducted for shipping, and then turns into only 80 dollars, from a 200 dollar deposit.

I think the least they could do is refund me my second deposit in full for their mistakes and the time they've cost me.
 
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sw2003

Dormant account
Brackis said:
I had no idea I was in the wrong here, I waited a week for my cheque in the mail the first time around and took a week to even get to the bank. I was never asked, or told there was a mistake, and they had every opportunity to cancel and reissue anything the first time around.
If I play a second time around not knowing the software is waiting to remove 300 dollars from me, I read the terms of their promotion which state that I get 150 dollar bonus, and 150 dollars will be deducted from my next withdrawl.
So now my 535 dollar withdrawl gets 25 deducted for shipping, and then turns into only 80 dollars, from a 200 dollar deposit.

I think the least they could do is refund me my second deposit in full for their mistakes and the time they've cost me.
I don't think you are in the wrong here. The casino was trying to correct their own mistake and since you have read their T & C, you know they gave you $300 too much on your first withdrawal, no? And if you went shopping and got $300 too much change, do you expect the shopkeeper not to take it back if he finds out?
 
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largeeyes

Dormant account
It is obvious they botched the first one, but once they send the check, they've given up that $300. They can't go and take part of his next deposit to get their money back. If he had known this would happen, I imagine he'd never have gone back there again.
 

Brackis

Webmaster
Upon reading the terms and conditions of both bonuses once again, I would like to point out "If you reach a zero balance by playing through your deposit plus bonus then the bonus amount is considered paid back and will not be considered in any future withdrawal attempt."

I had 0.00 in my account after the first withdrawl was made.
 

sw2003

Dormant account
Brackis said:
Upon reading the terms and conditions of both bonuses once again, I would like to point out "If you reach a zero balance by playing through your deposit plus bonus then the bonus amount is considered paid back and will not be considered in any future withdrawal attempt."

I had 0.00 in my account after the first withdrawl was made.
The casino obviously interprets that as when you lose all your money, otherwise everyone would withdraw immediately after the bonus is credited in the account. With your interpretation, they will go bankrupt right away.
 

Brackis

Webmaster
I don't follow what you are saying.
What the terms state is that bonus terms are relavent to the initial depsoit and withdrawl from that bonus, and not other withdrawls.

How can the casino go bankrupt from offering a bonus with these terms? they seems pretty standard and logical to me.
 

sw2003

Dormant account
Brackis said:
I don't follow what you are saying.
What the terms state is that bonus terms are relavent to the initial depsoit and withdrawl from that bonus, and not other withdrawls.

How can the casino go bankrupt from offering a bonus with these terms? they seems pretty standard and logical to me.
What I meant was everyone would deposit $300 and got $300 bonus so now they have a total of $600. With your interpretation of the rules, people can all achieve zero balance $0.00 by withdrawing the whole $600 when the bonus would be considered 'paid back'. By giving free money away like this, the casino will surely go bankrupt.
 

Brackis

Webmaster
I agree and understand the concept of a "sticky" bonus, the 300 should have been paid back, but somehow their banking sent me the 300 dollars. By the terms it says this is not applicable to future withdrawls and so my 200 dollar deposit, and the 535 dollar withdrawl I make should not be turned into 80 dollars....
 

Phoenician

Dormant account
Brackis said:
I agree and understand the concept of a "sticky" bonus, the 300 should have been paid back, but somehow their banking sent me the 300 dollars. By the terms it says this is not applicable to future withdrawls and so my 200 dollar deposit, and the 535 dollar withdrawl I make should not be turned into 80 dollars....

brackis,

i am travelling interstate today and i was not aware that there was a problem with the instant scripts and that you were paid the sticky bonus in the first place and you are correct in saying that you should have been notified. IF you can email me your details direct i will work something out for you.



cheers


Dean

dean@phoeniciancasino.com
 

caruso

Banned User - repetitive violations of 1.6 - troll
Sorry, this is nonsense. If the casino makes a mistake, albeit a player-friendly one, they do not have the right to "correct" it subsequently. If the player mistakenly doubles down on a hard twenty, does he have the right to request a refund on the basis of his finger-slip? Of course not. The player pays for his mistake, as does the casino in this case. If the player had known this would happen he obviously would not have deposited again.

This is unacceptable.

EDIT: OK, it looks like it's going to be taken care of anyway.
 

jerseyguy11

Dormant account
seems like the casino and player both have a good argument in this situation. personally, I think the casino does have the right to remove the bonus from the 2nd withdrawl if they did make a legitimate mistake and the player was full aware of their T&C.

If the casino accidently pays your $1000 instead of $100, do they not have the right to ask you and even pursue this $900 error?

I remember when I thought I did not reach playthrough on a cashout of $3000, I called the casino and said "Why did they issue me a check for $3000. I think they should have deducted $200 because I only played blackjack (needed to play slots for playthrough)." The customer service rep responded by telling me if their payment company made a mistake then I should just consider myself lucky. I felt satisfied because I did notify the company of this.


What would be fair in this case would be for the casino to credit your account with 50% of their error. No playthrough required on this. That would be the fairest resolution in my opinion. Ask the casino about this. Speak to a manager. It cant hurt to try.
 

Black21Jack

Dormant account
Holy frig, give Dean a chance to look into this before jumping down their throats. Phoenician and Nostalgia have the best customer support in the business, and the CS reps. are there to answer questions but they really do no good in fixing more complicated problems such as this, as displayed in the live support text you posted. I'm sure Dean will try to get to the bottom of this.
 

cipher

Banned member - being a jerk
Black21Jack said:
Holy frig, give Dean a chance to look into this before jumping down their throats. Phoenician and Nostalgia have the best customer support in the business, and the CS reps. are there to answer questions but they really do no good in fixing more complicated problems such as this, as displayed in the live support text you posted. I'm sure Dean will try to get to the bottom of this.
I totally agree. There is no way that Dean will not take care of this problem. But at least give him a chance to research it.
 

bethug

Banned User - Winner of the "<a href="http://www.c
Brackis, did you not know that was a sticky bonus and u cash out the whole amount, to me u in the wrong. You knew they gave u more money than u suppose to got. Then u tried to sneak back in and do it again
 

Casinomeister

Forum Cheermeister
Staff member
Black21Jack said:
Holy frig, give Dean a chance to look into this before jumping down their throats. Phoenician and Nostalgia have the best customer support in the business, and the CS reps. are there to answer questions but they really do no good in fixing more complicated problems such as this, as displayed in the live support text you posted. I'm sure Dean will try to get to the bottom of this.
I second that comment because I feel that this thread is causing unnecessary stress to the casino management, cs operators, etc. This seems like a very simple problem, and it seems as though no one had a chance to sort anything out before the initial posting was made.

Posting complaints is fine and dandy here (sounds familiar), but posters should at least give the casinos a chance to iron anything out before hanging your problems out in public. The operators and cs reps usual check these forums out daily. You can even PM them if you know who they are.

Give peace a chance.
 

HateMG

Dormant account
If the casino accidently pays your $1000 instead of $100, do they not have the right to ask you and even pursue this $900 error?

I disagree. If any department store put a tag, let's say, of $3 on an item worth $30 they will honor that price in most cases.
 
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