Nostalgia Problem - Quickly Resolved

[jerseyguy11]

the casino made an error and possibly gave this player the impression that they did not intend to deduct the bonus from the first withdrawl. They corrected this error on the second withdrawl. Those are the facts.

Was it right to do this? Was it "legal" in the world of online-casinos. Was this moral? All good questions and subject to ones own opinion. There really isnt any 100% right or wrong answer here. Only opinion.


On the one hand, they gave you the impression that they didnt intend to deduct the bonus (but you should have asked them if you noticed a error).

On the other hand, under your agreement (T&C) you aren't entitled to this bonus amount to be cashed out. If the casino were to sue you in small claims, my guess is they would get a judgement supporting their actions to recover on the second withdrawl (pursuant to their T&C).

I'm sure the casino will sort it out, give them a chance and talk to a manager. I think the fairest outcome would be to split the amount and only deduct 50% of the bonus. I would be very surprised if they dont compromise.

 

[Brackis]

If the casino were to sue you in small claims, my guess is they would get a judgement supporting their actions to recover on the second withdrawl (pursuant to their T&C).

How would they be the ones to sue? They took the money back and are the ones who hold the money, the basic form of this would have been to cancel my cheque the first time around if they saw 900 was being sent, because I recieved emails saying I was being sent a cheque for 900 dollars.

 

[jerseyguy11]

How would they be the ones to sue? They took the money back and are the ones who hold the money, the basic form of this would have been to cancel my cheque the first time around if they saw 900 was being sent, because I recieved emails saying I was being sent a cheque for 900 dollars.

assuming you didnt play with them after your first withdrawl and they realized they were in arrears for this bonus amount and sued. Obviously they dont need to sue as they have already deducted the bonus from your second withdrawl.

 

[bethug]

Brackis , are you a honest person?

 

[murder1]

If the IRS sent you a check for $11,000 and they meant to make it $1,100. Do you think they would like to have their money back? Of Course.

You knew they made a mistake in the beginning. And thought you can go back and do it again. You got caught with your hands in the cookie jar. If you over payed for an item. Wouldn't you want some of your money back?

Hey, look on the bright side. Atleast you came out in the green. Some of us on here are on a losing streak. I wish I could get $2500 back from the $2800 I deposit 3 days ago and lost.

 

[trick]

Let the casino sort it out - they already said they would...

 

[Brackis]

If the IRS sent you a check for $11,000 and they meant to make it $1,100. Do you think they would like to have their money back? Of Course.

You knew they made a mistake in the beginning. And thought you can go back and do it again. You got caught with your hands in the cookie jar. If you over payed for an item. Wouldn't you want some of your money back?

Comparing a casino to the governing financial body of the strongest nation in the world overpaying me 10,000 dollars is pretty outrageous.
Caught red handed? I was playing a promotional offer they sent me, and read the terms and conditions and knew 150 dollars would be removed from my second withdrawl.

 

[Black21Jack]

I can say this, and you can say that. We can all voice an opinion on what is "right". Saying they should do this or that is not going to resolve the problem. As I said earlier, this just happened and Dean has not even had a chance to look at the records, let alone fix the problem. I totally agree with Murder1's IRS example. The world is not perfect and mistakes do happen. I feel that if it was given in error and the player was not entitled then it should be given back (just my opinion). I'm not saying that I am a saint or anything but if I noticed they gave me any money or bonus in error I would not keep it quiet hoping that they would not find out. The best thing to do is tell them right away so that you can avoid problems like this the next time you want to make a deposit and play.

 

[Brackis]

I agree with your point about Dean, I am not trying to make a personal attack on Nostalgia or its sister casinos, just want some advice/views on this odd situation. I do plan on continuing to play at Nostalgia and try Phoenician in the future, while still getting what I deem to be my profitable 2nd withdrawl.
Hopefully it can all be settled soon

 

[Phoenician]

I am currently travelling interstate at present , yesterday when brackis contacted customer support it was a public holiday in our state/country and our customer support people handled the situation within the proceedures ( not that there was a proceedure for this exact problem but they used their best discretion ). Normally this would have been referred to my management team and it would have been sorted out as it should have been -

$300 will be placed back into your account and it is fully withdrawable. This was our mistake that it was paid to you in the first place , if we had an issue we should have emailed you at the time but i am not sure that we even knew we overpaid you until your next withdrawal ( perhaps our automated scripts took it out - i will have to see when i get back into the office).

occassionally odd things do happen and generally our position is we will always try and resolve these odd occurances in favour of the player.


cheers



Dean

 

[Black21Jack]

I told ya it would be resolved quickly. Phoenician Group is the best there is, in my opinion.

 

[caruso]

Excellent - well done.

 

[Brackis]

This is what keeps your casino group on top. I appreciate your staight-forward answers and ability to monitor player problems on public forums.

If casinomeister or a mod could put the following in my first message to let people know my issue was resolved without any hassle:

Dean from Phoenician, Nostalgia's affiliated casino was nice enough to read my problem, explain the mistake and I was paid in full. The support was great and I will have no problems playing their casinos in the future

-Brad

I am currently travelling interstate at present , yesterday when brackis contacted customer support it was a public holiday in our state/country and our customer support people handled the situation within the proceedures ( not that there was a proceedure for this exact problem but they used their best discretion ). Normally this would have been referred to my management team and it would have been sorted out as it should have been -

$300 will be placed back into your account and it is fully withdrawable. This was our mistake that it was paid to you in the first place , if we had an issue we should have emailed you at the time but i am not sure that we even knew we overpaid you until your next withdrawal ( perhaps our automated scripts took it out - i will have to see when i get back into the office).

occassionally odd things do happen and generally our position is we will always try and resolve these odd occurances in favour of the player.


cheers



Dean

 

[bethug]

Brackis, are u honest?

 

[Brackis]

Brackis, are u honest?

bethug, I really don't see what your trying to prove here. I had a problem, got opinions, got it addressed, and now it appears to be solved.
I have done nothing to attack, or indicate my opinions towards the integrity of any other member, and there seems to be no productive reason for you to either.
-Brad

 

[bethug]

Brackis, u com here with a bunch of noise, didnt even give the casino a chance, u knew that bonus was sticky, you got away with it.
I ask a simple question are u honest yes or no ?

 

[Dirk Diggler]

Brackis, u com here with a bunch of noise, didnt even give the casino a chance, u knew that bonus was sticky, you got away with it.
I ask a simple question are u honest yes or no ?

Bethug - I think this a completely out of order question, if what happened to Brackis had happened to me at a casino I would have felt agrieved and would have posted here (and I'm sure many others would have as well). There's no way you should be questioning their honesty for this.

Obviously Nostalgia/Phoenician agree that they made the mistake in the first instance and the player shouldn't be punished for this on their subsequent play, which is what I would expect a top company in any industry to decide - reputation is far more important than $300.

If they hadn't I for one would have been put off playing there in the future - but because they did, it makes me feel even more secure playing there.

Excellent work Phoenician/Nostalgia - if only every RTG was like you

 

[bethug]

dirk, simple he knew the rules and he should not have request for full payment, in the first place.

he ran forum to forum with out given nostalgia a chance , and he was the one dishonest.

i had a simple problem with nostalgia, i didnt run all over the forums,jumping the gun with bad press. Makeing a good casino look bad

 

[largeeyes]

dirk, simple he knew the rules and he should not have request for full payment, in the first place.

he ran forum to forum with out given nostalgia a chance , and he was the one dishonest.

i had a simple problem with nostalgia, i didnt run all over the forums,jumping the gun with bad press. Makeing a good casino look bad

Bethug, have you played there before? You are supposed to request full payment and they are SUPPOSED to remove the bonus automatically for you. Otherwise, he would have withdrawn, had $100 removed from his cashout, and the $100 still would be sitting in his account(or $300 or whatever it was I don't remember). THEY goofed up and tried to rectify it by stealing his DEPOSIT the next time.

 

[Dirk Diggler]

dirk, simple he knew the rules and he should not have request for full payment, in the first place.

he ran forum to forum with out given nostalgia a chance , and he was the one dishonest.

i had a simple problem with nostalgia, i didnt run all over the forums,jumping the gun with bad press. Makeing a good casino look bad

In reply, every sticky bonus I've ever played I always request full payout and THEY remove the bonus. It's the casino's responsibility to get this right NOT the players.

If a player new to casinos joined up, played and withdrew $450 thinking they could keep the bonus, but only got $150 would the casino say 'oh sorry about that, your mistake, here's the bonus again to have another go with'? Of course they wouldn't, it's the players responsibility to read the T&C's - even if the player makes an honest mistake.

Also my understanding was that he contcted support and they had said what they had done was correct - only then did he post his experience on the message boards, and it's from this Nostalgia sorted this out. We all know you generally get nowhere with CS, it's only management that will sort out problems like this.

Anyway, I think this thread has been good for Nostalgia/Phoenician overall, not damaging - they've done the right thing and come out smelling of roses for the sake of $300.

 

[Phoenician]

THEY goofed up and tried to rectify it by stealing his DEPOSIT the next time.

actually it wasnt really like this at all, we automate our scripts and for some reason there was an error when he was paid the first time, in our payment system he had a negative balance when the account was reconcilled at day end to the payments ( automatically). so when his next withdrawal request was made it updated with carried over negative balance. i guess what i am trying to say is that it was not a premeditated decision to take the money from his next deposit it was automatically taken from his next withdrawal.

like i said before errors do happen and obvious errors like this at our casinos will always end up in the players favour.

cheers

dean

 

[largeeyes]

actually it wasnt really like this at all, we automate our scripts and for some reason there was an error when he was paid the first time, in our payment system he had a negative balance when the account was reconcilled at day end to the payments ( automatically). so when his next withdrawal request was made it updated with carried over negative balance. i guess what i am trying to say is that it was not a premeditated decision to take the money from his next deposit it was automatically taken from his next withdrawal.

like i said before errors do happen and obvious errors like this at our casinos will always end up in the players favour.

cheers

dean

Well, I believe using the word "steal" was a bit.....ok a lot.....too strong. I have lost a fair stake to your casino, but you guys seem to have top customer service, so I'm sure I'll be back. It's could to see you taking care of this and I am sure many will make note of it.

 

[trick]

I have never played at any RTG because of their generally crappy image. After reading all the praise about Phoenican and Nostalgia and seeing their way of handling things I can say for sure, that if I am considering trying out the RTG software (which I hear is good) one of these places...

 

[sw2003]

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

I don't think cashing out the whole amount puts him in the wrong. You have to cashout the whole amount at Phoenician/Nostalgia and let their computer take out the bonus. In his case the computer or person failed to subtract the bonus so it was the casino's fault. You can however argue that he was wrong by not talking to the casino about this but that depends on each person's opinion and moral standing. You can also argue about his motives of going or sneaking back in to get some more.

 

[bethug]

before he ran all over the place, he should of tried to get a reponse from the casino. but to think about it more and more he knew he didnt suppose to get that money.

the casino paid him, and is nice to let him keep playing. if they keep the money i would still play there.