Resolved Platinum Play casino wont pay my 3000

[kauphy]

hi

hi guys as we all know when you frist sign up with fl you get a 100% match bonus. which is what happened and sometimes the bonus can take up to 12 hours or more to get put into ur account. i do belive this is what has happened you put ur money in and somewhere along the line you did,nt see where you would get the 100% match bonus and you played ur money and won and then did a cash-in not reambering that you would get that 100% match bonus and when it did get put into ur account instad of telling them to take it out you played on it which means that you now have w/r on the 100$ that you frist put in. but do try to work it out with them they r a very good group of people and r more then willing to go the extar mile to help players.

 

[vinylweatherman]

BOTH their excuses are bullshite, the first one about not meeting WR is bullshite since NO WR exists on a deposit with no bonus.

The SECOND excuse about "hedge betting" is also bullshite, since such a strategy simply COULD NOT EVER result in a 100 + 100 bonus reaching 3000 credits. The "hedge betting" strategy has two parts, first, the entire balance of 200 credits is wagered on a single outcome, such as all on black, or all on red. This would give a 50% chance of getting a 400 bankroll from a 100 deposit. THEN the "hedge betting" comes into play. 1 credit on RED, and 1 credit on BLACK, and set the autoplay running. This covers every eventuality except zero, and does indeed mean the casino cannot win in the long term unless the weighting of roulette is very low indeed.

The terms have also been contravened by FL, since in the event that a withdrawal is made without meeting WR, the amount is refunded back to the account and the player is told to complete WR.

The FULL playcheck log should show the full story, and selecting "detailed view" will show the exact moment the bonus was credited, which the player claims was after withdrawing the 3000 won from their own money. If this proves the case, their second and more serious claim fails, since the strategy "hedge betting" or otherwise, is irrelevant if applied ONLY to the player's own deposit, and not the bonus money. IF a withdrawal voids the right to the bonus, it should not have been credited. Grand Mondial use the MG bonus system, and if you withdraw over the weekend, you do NOT get the weekend bonus when they eventually get around to crediting it.

The MG cashier was upgraded to BLOCK a withdrawal where a bonus balance is included, and casinos have to turn this off when they wish to allow withdrawal with sacrifice of bonus, which again supports the OP's story that they generated the 3000 from their deposit alone, as they were able to withdraw.

It does not matter if a PAB sorts this out, it should NEVER have been necessary in the first place, a detailed trawl through Playcheck will show the exact playing patterns, and timings of play.

If we are going to start having casinos claiming that somehow, "abusive play" is possible even BEFORE a bonus is present on an account, then we have to question the integrity of the games, given that this is more or less a claim that there is an MG "roulette system" that can give player's an advantage WITHOUT any bonus being involved.
MiniVegas pulled this "stunt" a while back, and on a player who deposited into a new account, took no bonus, used the CORRECT currency, and played SLOTS. They called them out for "illegitimate play.... that was neither fraud nor bonus abuse".

In effect, MiniVegas announced to all and sundry that there was a "slot system" that could be used with MG slots, and many players started looking for it. Among the results of this search came the now famous "slot cracking" exercises for the MG slots, the revelation that the OLD video slots were WEIGHTED (tut tut.....), as well as guaranteeing eternal suspicion that MG slots can be "fixed" to either "suck" for a bit, or pay for a spell.


I am further puzzled by this:-

************************************************** **********
********* GREAT NEWS: Your Account's Been Credited *********
************************************************** **********

Casino : Platinum Play
Casino
Account : fpprxxxxxxxx
Credits : 2900 Casino Credits
Promotion : Bonus Comp Amount Forfeited
Time/Date : 9 /12/2008

************************************************** **********

Congratulations, please enjoy your 2900 Casino Credits.


Ths is presented as a CREDIT, yet they seem to be confiscating 2900 credits.

FL had better be able to show FRAUD is behind this, as both the offered reasons for non-payment simply do not add up.

 

[fortunelounge]

I have received the PM from bim and I am busy investigating the issue.

I will reply to bim and post in this thread as soon as possible

Wim
VP Operations
Fortune Lounge

 

[fortunelounge]

Fortunately this one was quick, easy and straight-forward.

Bim, in fact, did receive the bonus AFTER the cash-in and is therefore fully entitled to the amount.

Because the cash-in was pending for 24 hours, nobody noticed that the bonus was actually added after the cash-in was initiated.

We apologize for the inconvenience and aggravation and will ensure that an issue such as this will not occur again.

Bim's cash-in has now been processed and she will receive it within 3 business days.

Wim
VP Operations
Fortune Lounge

 

[vinylweatherman]

Fortunately this one was quick, easy and straight-forward.

Bim, in fact, did receive the bonus AFTER the cash-in and is therefore fully entitled to the amount.

Because the cash-in was pending for 24 hours, nobody noticed that the bonus was actually added after the cash-in was initiated.

We apologize for the inconvenience and aggravation and will ensure that an issue such as this will not occur again.

Bim's cash-in has now been processed and she will receive it within 3 business days.

Wim
VP Operations
Fortune Lounge

How long have FL been in the business

It is incredible that this mistake should happen ONCE, let alone continue, and even escalate, as the player continued to communicate with the casino.

It seems to me that after the initial denial of the withdrawal through an error, the attitude immediately switched to "talk to the hand, the CS aint listening....." and every attempt by the player to resolve this between themselves and the casino was duly bound to fail. As soon as this issue becomes public, members here quickly pick up on what happened, so why didn't the CS?

Each time something like this happens, we hear "....and will ensure that an issue such as this will not occur again." - Well, it HAS, and more than once after hearing such fine words.

When a player is denied a cashout, LISTEN TO THEIR CASE, do not simply dump them into "talk to the hand...." category as if you are 101% certain they are frauds in some way.

FL have inflicted public embarrassment on themselves quite unnecessarily by only dealing with this issue after it has gone through Casinomeister channels, had this been dealt with properly, this issue would have never appeared here, and the player's second communication would not have been a change of non-payment reason, but an apology and payment of the full amount.

IF there is an element of software failure or shortcoming that contributed to this problem, then press MG for a fix, even if we get fewer cloned new slots next month

 

[GrandMaster]

Fortunately this one was quick, easy and straight-forward.

Bim, in fact, did receive the bonus AFTER the cash-in and is therefore fully entitled to the amount.

Because the cash-in was pending for 24 hours, nobody noticed that the bonus was actually added after the cash-in was initiated.

We apologize for the inconvenience and aggravation and will ensure that an issue such as this will not occur again.

Bim's cash-in has now been processed and she will receive it within 3 business days.

Wim
VP Operations
Fortune Lounge

I am glad that this issue has been sorted out promptly. I still have two questions:
1. Why was this not caught before rejecting the withdrawal?
2. How can you employ people who write such tripe as
"The bets that you placed on the Roulette tables are considered to be hedge Betting. Now as per the Casino Terms and Conditions, hedge betting is not allowed and it is a very serious offence.

Your play on the Roulette tables were based on wagering on Black and/or Red. Wagering on Black or Red will result in no loss or win for either the Player or the Casino. The main outcome is the increased wagering (unless a Zero is landed).

Therefore there is no fair chance for the casino to win. The manner in which you have wagered and met your play through is considered as Promotional misuse."?

 

[bim]

Hi Guys

The past 3 days have been a nightmare for me. I have never felt so stressed in my life!:sob:

Last night I composed mysef and wrote one last email to the floormanager at Fortune Lounge. I tried to make the email as simple as possible to get my point across here it is:

I have taken your comments on board and have read the terms and conditions on your website and have also saved a copy of your terms and conditions, and have all play check and cash check information saved as regards to my account and game play.

The terms and conditions you quote are in regard to the casinos promotional bonus and yes it does state hedge betting is not allowed. I quote from your previous email 'The manner in which you have wagered and met your play through is considered as Promotional misuse.'
There was no promotional misuse as:

This is not a bonus or promotional issue, as proven by play check, withdrawal was made before bonus was credited to my account.

I do not believe that Fortune lounge group should of credited a bonus whilst a withdrawal was pending as this has maybe complicated the issue.

The issue is funds 'won' do not come under promotional terms and conditions as game played was a cash deposit, my money, no promotional bonus credits involved.

No bonus credits were played as I did not receive bonus credit from you until 22 hours after I made a withdrawal of 3000.

It is quite absurd to suggest hedge betting on the game of roulette when game played was not liable under your promotional terms.

There are many types of bets you can place on a roulette table as shown on microgaming guide on how to play roulette. Using expert mode on french roulette You can place 1 bet that covers numbers 1-18, 1 bet that covers numbers 19-36 and so on, that is the whole point of the game.

Bottom line is if I cover say 25 straight bet numbers, 24 of those bets are losers before I spin. There is no rule in casino land that states there is a limit to how many numbers you can cover on roulette, if there was no one would play. The only rule is maximum chips allowed on one bet.

The promotional terms and conditions do not apply as winnings were played with no promotional bonuses as you already know. For that reason Hedge betting rule does not apply.

There are many 'rogue Casino's on the internet. I did my research on the fortune lounge group before I decided to deposit and play at your casino as I was happy with what I read about your company. I am devastated that you are taking this stance in the matter.

I expect fair play from Fortune Lounge group. It seems to me that you just don't want to pay me. I am not a professional gambler or spend all my time on roulette wheels. I got lucky.

I still have hope that you will do the right thing. Customer service and fair play are what makes a good casino.

Regards

XXXXXXX

I received the reply below 4 hours later and the brick on my head began to feel lighter


My name is Jade and I am the Floor Manager on duty at the Fortune Lounge Casino Group.

I have compiled a detailed request regarding the confiscation of the withdrawal.

I have sent this to our Player Security Company Manager and I have also copied my manager on this request.

The requested basically indicates the time of the withdrawal and when the first bonus was credited to the account. I have also indicated that this bonus should not have been able to credit your account.

Utimately it is not up to me to have this withdrawal processed. I have merely highlighted the information provided by yourself as well as your history at the casino since registration. I cannot assure you that the withdrawal will be processed as this is not my call to make. The player security company have certain guidelines they need to adhere to and my request is basically querying a reason, taking the compiled request into consideration.

Unfortunately the Player Security Company's Manager will only be in the office from tomorrow.

I will be in the office between 7am-3pm GMT+2 on Monday. When I return to the office tomorrow, I will query this matter and provide you feedback regarding the request as soon as I receive any updates.

I would like to apologize for any inconvenience in this matter and hope to have the matter resolved as soon as possible.

Kind regards

Jade

Floor Manager

At last:yahoo: I thought, Somebody has actually listened and I may have more than a hope in hell of seeing my money!

Jade came through for me - He telephoned twice this morning - he's a guy not a gal! - and said Asses will be kicked regarding previous emails received and apologised unreservedly. I checked Cashcheck and there is a credit for 2900 which is being processed, should hit my bank by the end of this week.

At least there was a happy ending for me.

You guys have been fantastic. Thankyou from the bottom of my heart. Big thanks to Maxd for agreeing to PAB request.

Casino Meister is a powerful force. I did not realise how powerful, until I had this experience.

I am thinking of changing my user name on here to Roulette Rookie!

I never want to see a bonus credit in my account again!

 

[kauphy]

hi again

hi i told you that they would get it fixed for you. everybody has a fubar day including casinos. i have had trouble before at the csino but somebody there has always help me. i hope this does,nt sour you on them they r a great bunch of people and a good place to play just be careful next time to tell them you don,t want a bonus caz it does take a long time for them to put it into ur account and that sometimes can cause prombles like yours glad to see that ur getting ur money

 

[KasinoKing]

I never want to see a bonus credit in my account again!

I'm delighted that this has turned out OK for you in the end!

Just wonder if you could answer my earlier question though - did you actually claim the bonus?
(By entering a special code via their website).
I would be very interested to know if you did or didn't.

Cheers!

 

[luckydabberbingo]

Expired Image

I love those guys for my own reasons , I was sure you would be ok.When i cashed out my $25,000 they took less than 24 hours to pay.

 

[kmay87]

Bottom line is if I cover say 25 straight bet numbers, 24 of those bets are losers before I spin. There is no rule in casino land that states there is a limit to how many numbers you can cover on roulette, if there was no one would play. The only rule is maximum chips allowed on one bet.

Just being awkward here but covering all the numbers would consititute bonus abuse (if a bonus was involved) as it's just the same as betting red/black.

I recall my naive days of roulette, thinking the martingale system was going to make me rich. And when it didn't, and left me with 36 left in my account, to make myself feel better - and get a bit more play out of my money - I covered the whole board with 1 chips, bar the one number I didn't have enough for. It also meant I could virtually guarantee a small return each spin. Needless to say, you can guess what happened on the first spin

 

[GrandMaster]

and left me with 36 left in my account, to make myself feel better - and get a bit more play out of my money - I covered the whole board with 1 chips, bar the one number I didn't have enough for. It also meant I could virtually guarantee a small return each spin.

Would you explain this again?

 

[kmay87]

Would you explain this again?

Ok, from the beginning

I discovered this fantastic winning roulette system on google. You couldn't lose! Huge profits to be made, no fees to pay anyone, etc etc. (this would later become the martingale system, but I didn't know at the time). Started off with the 1 bet. Winning, losing, as you do, then a bad run which ended up in me staking 512 on black. It lost of course. Fuming at what I'd just done, and the fact I couldn't increase the stakes, I decided to cut my (huge) losses and walk away. I had 36 left in the bank. Considering what I'd lost - I'll omit figures as it would horrify some people - a cashout of 36 was pathetic.

So I thought I'd cover the table with 1 chips in the foolhardy idea that the odds of it landing on the only number I couldn't cover, and obviously wouldn't, as I'd lose 1 every spin guaranteed, were minimal,and if I did this enough I would have a chance to make a little bit.

As I said, bearing in mind my naivity at the time, it was pointless anyway. The idea was to accrue enough comp points (this was a while ago) to exchange something decent. Don't crucify me by saying 'hang on, odds of 35/1 with you wagering 36 means you can only lose or break even' I know I was stupid

Still with me?

So, I place 36 chips on the board, leaving just one random number. I think it was 27. And the very first spin.....yep, you guessed it, 27. That was the end of my relationship with both roulette and the martingale system.

 

[bim]

I'm delighted that this has turned out OK for you in the end!

Just wonder if you could answer my earlier question though - did you actually claim the bonus?
(By entering a special code via their website).
I would be very interested to know if you did or didn't.

Cheers!

Hi Guys

Sorry I have not answered sooner.

Kasino king - I didnt claim the bonus by entering a code, Platinum play credited it to my account without asking if I wanted it.

I have now closed my account with Platinum Play because of the way I was treated and the untold stress it caused me.

I got my money and opened an account with Canbet. Deposited 250 and won 1000 yesterday. Hopefully there will be no mishaps in the payout process.

In regards to roulette systems, I do have a system and it works 75% of the time, but you have to know when to leave the table.

With the 100 deposit I made at fortune lounge group it took 45 minutes to win 3000.

I play solely at Microgaming flash casinos.

The next bet I make is made solely on the basis of the previous winning number that came in.

For example if 13 was the previous winning number I would reverse the digits and bet heavily on 31 and vice versa. If number 3 came in I would bet big on number 30 and 33. If number 10 comes in I bet on numbers 20 and 30.
If number 8 was previous winner I will bet heavily on 18 and 28 and so on.

If number 11 comes in I will bet heavily on 22, I double numbers, reverse numbers around, and my god it does work sometimes

I start off on French roulette, then will move to European and European gold roulette games. I alternate between the 3 roulette games available.

I dont play American roulette as the roulette wheel numbers are placed differently to european roulette and of course you have the double 00 which I dont like.

Could this be a glitch in Mg software? I have no idea

 

[LaHutti]

I'm glad you finally got your money, and I most certainly can understand why you have closed your account there.
I wonder how many people this happens to, that don't have any idea where to go, to get help ... what's worse, it should not ever be nessecary to get help from anywhere. The casino has handled this in the worst possible way, by simply not wanting to listen to your complaint, and try to come up with no less than 2 stupid, non valid excuses to not pay you, eventhough your claim has been 100% legimit all the way. If that's not rogue behavior, I don't know what is, regardless of the outcome. Had you not come to this place, you would probably not ever have seen your money, and the case would've been closed with their e-mail, telling you that their decision was final, and no further blah blah...( Now how arrogant can you possibly be ? ..These and a lot of other casino people really need to reconsider the way they word things in my opinion. Anything like that, as a reply to me on a legimit complaint, would seriously get me on the first plane with a baseballbat.)
I for one am done with these people, based on this story...I do not need the stress of having to fight like that, to get my money, won fair and square...They're now on MY ever growing rogue list

 

[vinylweatherman]

Hi Guys

Sorry I have not answered sooner.

Kasino king - I didnt claim the bonus by entering a code, Platinum play credited it to my account without asking if I wanted it.

I have now closed my account with Platinum Play because of the way I was treated and the untold stress it caused me.

I got my money and opened an account with Canbet. Deposited 250 and won 1000 yesterday. Hopefully there will be no mishaps in the payout process.

In regards to roulette systems, I do have a system and it works 75% of the time, but you have to know when to leave the table.

With the 100 deposit I made at fortune lounge group it took 45 minutes to win 3000.

I play solely at Microgaming flash casinos.

The next bet I make is made solely on the basis of the previous winning number that came in.

For example if 13 was the previous winning number I would reverse the digits and bet heavily on 31 and vice versa. If number 3 came in I would bet big on number 30 and 33. If number 10 comes in I bet on numbers 20 and 30.
If number 8 was previous winner I will bet heavily on 18 and 28 and so on.

If number 11 comes in I will bet heavily on 22, I double numbers, reverse numbers around, and my god it does work sometimes

I start off on French roulette, then will move to European and European gold roulette games. I alternate between the 3 roulette games available.

I dont play American roulette as the roulette wheel numbers are placed differently to european roulette and of course you have the double 00 which I dont like.

Could this be a glitch in Mg software? I have no idea

If you like this system, all well and good, but in a proper random roulette game the 25% of times the system fails will get back all you win the 75% of times it succeeds. If you take no bonuses, then you should NOT fall foul of any "bonus abuse" claims that casinos often use against Roulette players.

This system should NEVER even have generated the "flag" for your initial 3000 win, even if there WAS a bonus involved. The second set of playcheck records, where you played off the 100 bonus, MAY look like "bonus abuse", but a closer look shows that this was NOT a "bonus abuse" strategy, but a strategy of varying the bets each spin, even though SOME spins had a large percentage of the table covered.

"bonus abuse" in terms of what the casino claims, was NOT exhibited, as this is generally where small bets are placed on all but one number, and the bet pattern remains unchanged while sufficient spins are made (often with autoplay) to cover the outstanding WR. This strategy is often preceeded by a big bet, containing the entire available balance, placed on one of the outside bets that pays evens, or perhaps double, the initial stake.

It seems it was enough that the player played ONLY roulette and won, then cashed out quickly, that was enough for the cry of "bonus abuse" to ring out.

The casino needs to consider how this would have turned out had the player NOT known about this site. Would the casino have eventually seen sense, or would the player NEVER have been paid without "intervention from outside".