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Problem with Starluck Casino

Discussion in 'Online Casino and Poker Complaints - old section' started by casinoplayer005, Dec 11, 2004.

    Dec 11, 2004
  1. casinoplayer005

    casinoplayer005 Dormant account

    I won a couple of sat tourneys to the 100k cruise they are offering. I finally won a $500.00 semi finals seat and if I won that one I would make it on the cruise.

    Just one little problem, before registering in the $500.00 semi final, I went to the casino website to check the dates for the cruise. The cruise falls from Late Feb-March. Unfortunately we are going on vacation during that time frame. Anyways I went to look at the tournament rules and in the faq to see if it was against the rules to unregister from the tournament and get a refund as I cannot play. Nowhere in the rules section did it say that a sat seat was non-refundable.

    So.. I proceeded to go to live chat and make my request. I was told that per the terms, a seat cannot be refunded because it was a freeroll. The support person kept calling the $500.00 tourney a freeroll even though the prize pool consisted of players money and no money was added by the house. Regardless she said it could not be done. When I told her that no where on the site does it say you cannot unregister from a satellite seat she just kept repeating herself, saying that the seat is a freeroll.

    Nonetheless, I am really pissed off right now. If the website clearly said in the faq or in the tourney rules that unregistering was against the rules I could understand. However, no where in the faq, terms and conditions, or rules section does it say that you cannot get a refund for a sat tourney. It does say that it is managers discretion to refund a cruise package.

    Anyway I can't see why they are making such a big deal out of this. I clearly don't want to just piss away $500 bucks but they are really leaving me no choice.

    Also I was told to contact the casino manager. I sent about a 8 paragraph email of the situation almost a week ago and got no response. Everytime I called in and asked for the manager I was told he was not there. This is completely unacceptable and I guess an expessive lesson to learn. I do think that I am entitled to a $500.00 refund because the tourney rules and faq do not prohibit this. Just seems like they are making up the rules as they go along.

    Anyone have suggestions?

    Last edited: Dec 11, 2004
  2. Mar 19, 2005
  3. str8smokin

    str8smokin Dormant account

    I play at starluck, and am i diamond member there. i will tell you unless you have a host for your account as a preferred player then you wont get diddly squat from them. I had about 4-5 of those freeroll entries left when the tournies ended and until i received a host they were nothing but wasted chances on my account. To tell you the truth just getting to play in a freeroll was hard enough and i was pissed off also. As far as getting a reply from them on your email, forget about it cause you wont ever get one from them. The customer service they have is insane as far as actually helping players. The only thing they are good at is giving you a bonus if you can get one from the promotions they have and even that can be a pain sometimes. If you havent got to speak with anyone besides the regular reps ask for the supervisor that is working at the time and mention the name edward. he is one of the bigwigs there and maybe you will be allow the pleasure to speak with him. It took me two months of bitching and a whole lot of deposits to talk to him and if not for my host i dont think i would have. I dont think it will do you any good but its worth a try. Good luck and hope you get something from them.
  4. Mar 19, 2005
  5. winbig

    winbig Keep winning this amount.


    Since this is an old thread that was reopened, how about telling us what transpired :D

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