Problems with Miami Paradise (again).... Interesting one!

[Niels]

Damn, I didnt know that they were in the same group as Golden RIviera Casino, otherwise I would probably not have played there....

They have 3 promotions. First deposit 75 and recieve 150$ on the second one you can deposit 100 and recieve 150 and on the third one it is 100 for 100. Wager requrement is 20 X deposit + bonus for danish players
Wagers on BlackJack, Video Poker and SicBo will not meet wagering obligation with regards to your initial download bonus.

I purchased 75$, recieved 150$ and I lost everything pretty quickly on Cyberstud Poker. Then I wanted to play the scond bonus, but I was afraid that they had carry over wagers, so I asked them and recieved this answer:

Dear Niels,
We do disregard the wagering requirements of a bonus if a player looses his
purchase. So in your case, if you were to purchase again it would only be
the wagering requirements on your second bonus that would count.

Thank yo for your query.

Yours Faithfully
Gareth

I purchased 100 more, recieved 150$ in bonus, wagered a bit more than 5000 (20 X 100+150) and I cashed out 300$. I deposited 100$ to recieve the third bonus, but I regretted to recieve the third bonus because I felt I was gonna loose. They accepted that and I cashed out my 400$. I have just recieved this email:

Dear (name)

Your cash-in has been returned to your gaming account, as you have not met the wagering requirements. You need to wager $9500 in order to qualify for the cash-in.

Wagers on BlackJack, Video Poker and SicBo will not meet wagering obligation with regards to your initial download bonus.
All bonus and free money cannot be wagered on Roulette, Craps and Baccarat.

We apologize for the inconvenience that this may cause, and wish you luck at our tables.
Thank you for choosing Miami Paradise Casino.

Kind Regards
Accounts Department
Miami Paradise Casino

They didnt even take the time to write my name! Dear (name), they just send me a standard email. Why do they try to cheat me so obviously!?

Well, this time I know that I am right, since I was smart enough to ask about the carry over wagers before I played the scond bonus offer. What kind of supporter is it who sends you an email saying Dear (name)??

 

[GrandMaster]

You are a sucker for punishment. File a complaint with ecogra. If enough people file complaints, one of the following things will happen in the order of desirability:
1. These casinos get their act together.
2. The seal gets withdrawn from them.
3. Ecogra gets discredited.

 

[Niels]

Hi Grandmaster, I am just afraid of not getting my money. 400$ is alot for me, so dont you think they will refuse to pay me if I complain about them? I always write to them in a friendly way, because I will achieve nothing from calling them bad things and stuff. Primairly I am interested in recieving my money. What is the webpage to ECogra by the way?

 

[cipher]

You are a sucker for punishment. File a complaint with ecogra. If enough people file complaints, one of the following things will happen in the order of desirability:
1. These casinos get their act together.
2. The seal gets withdrawn from them.
3. Ecogra gets discredited.

With regards eCogra, I've found nothing that would indicate to me that eCogra has any credibility at all. Credibility is earned not purchased.

Ecogra is to Microgaming as Safebet was to RTG and nothing less.

 

[dominique]

This is your link, Niels:

You do not have permission to view link Log in or register now.

Please keep us posted. I am very interested to hear how this works out.

 

[GrandMaster]

Hi Grandmaster, I am just afraid of not getting my money. 400$ is alot for me, so dont you think they will refuse to pay me if I complain about them? I always write to them in a friendly way, because I will achieve nothing from calling them bad things and stuff. Primairly I am interested in recieving my money. What is the webpage to ECogra by the way?

www.ecogra.org. Ecogra approved casinos, of which Miami Paradise is one, are supposed to adhere to certain principles. Ecogra also operates a mediation service for cases like yours. Casino operators are paying good money for ecogra approval, so they must think it is worth something to them and they have an incentive to take part in the mediation. Filing a complaint should not affect your chances adversely, someone had a pretty good experience with ecogra, his/her complaint was resolved within days.

 

[eggyokio]

www.ecogra.org. Ecogra approved casinos, of which Miami Paradise is one, are supposed to adhere to certain principles. Ecogra also operates a mediation service for cases like yours. Casino operators are paying good money for ecogra approval, so they must think it is worth something to them and they have an incentive to take part in the mediation. Filing a complaint should not affect your chances adversely, someone had a pretty good experience with ecogra, his/her complaint was resolved within days.

Neils, that 'someone' who had a very fast and positive experience with

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was me. I would definitley suggest that you go ahead and file a complaint with them. That is what they are there for.

 

[Niels]

Well, I wrote to them and gave them the link to to this thread. As well I said that I would like to solve this without further problems. I am tired of writing emails, complaints etc etc. Apparently it helped, I just dont understand why they try to cheat me every time, because it seems quite obvious to me that they try everytime. So far I have NEVER played one of their casinos without having problems. They should be on the "rogue list" shouldnt they?

I think most customers just decide to do as they say and actually very few go here and start complaining about it, so maybe they have found out that they earn money from their dirty business on the long run.....


Dear Niels,

Please note that your $400 will be paid today to your neteller account. We apologise for the misunderstanding on our part. It was realised that you lost the first download bonus and you had wagered enough.

Thank you for choosing our Casino.

Regards
Accounts Department

 

[jetset]

I think you have this one pegged wrong, Cipher so we'll agree to differ perhaps. I do, however endorse the following comment:

"Credibility is earned not purchased."

Neils - your tone is still disappointed for someone who has had his problem sorted out ...or am I misinterpreting the content of your posts?

 

[La$$eB]

Hello. I am also a danish player and I am having EXACTLY the same problem as Niels. Slots Royale Casino owe me 200$. I lost everything on the first bonus. Then I won 200$ on the second one which I cashed out and I lost everything on the third bonus as well. I dont even need to explain more because Niels wrote everything. They have written to me (I cant believe they remebered writing my name. I laughed alot about the Dear (name)

Dear Lasse,

Your cash-in has been returned to your gaming account, as you have not met the
wagering requirements. You need to wager $1000 in order to qualify for the cash-in.

Wagers on BlackJack, Video Poker and SicBo will not meet wagering obligation with
regards to your initial download bonus.

All bonus and free money cannot be wagered on Roulette, Craps and Baccarat.

We apologize for the inconvenience that this may cause, and wish you luck at our
tables.
Thank you for choosing Slots Royale Casino.

Kind Regards
Accounts Department
Slots Royale Casino

Well, I have sent them a linkt to the thread and then I have told them that I am awaiting the money from them. Otherwise I see no other way out than contacting:

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as you recommend....

 

[hhcfreebie]

It looks like they carry over wager requirement, which is not uncommon nowadays.
I know it sounds very unreasonable to most new players. It's just a way for casinos to protect themselves from high rollers.
If it's written in their T&C already, I am afraid both of you have little chance of winning this battle.
I myself still think it's a stupid act. Carrying over WR means they don't want people who lost to come back. Everyone in this business knows these unlucky players are the most valuable customers. Not to mention they have to spend lots of money to reach these players, only to loose them for a matter of a few hundreds bucks. How stupid is that?

 

[La$$eB]

We do disregard the wagering requirements of a bonus if a player looses his
purchase. So in your case, if you were to purchase again it would only be
the wagering requirements on your second bonus that would count.

Thank yo for your query.

Yours Faithfully
Gareth

 

[hhcfreebie]

We do disregard the wagering requirements of a bonus if a player looses his
purchase. So in your case, if you were to purchase again it would only be
the wagering requirements on your second bonus that would count.
Gareth

My bad.
It seems they just make up excuses as they go. It's time to complain to ecogra!
Do any of you get any response from ecogra? They resolve the first few disputes quickly and I'd like to see how efficient they handle this one.

 

[m249a]

Hey, what the hell happened in Denmark, that most of the casinos have exclusions, or seperate t&c's for? I read before that there were alot of "bonus abusers" that were Dane's, but the WHOLE COUNTRY??? DAMN!!!

 

[La$$eB]

They ignore my mails 100% My cash in is not reversable but I have sent them 3 mails and they have not answered any of them. The funny thing is when you have to recieve bonuses. They were all credited within 5 minutes....

I will wait two more days, and I guess I will have to file the complaint then if I still have not been payed...

Yeah I dont understand many casinos childish restrictions against danish players..... Is there really something rotten in the state of Denmark?!?!?!?

This is taken from Crazy Vegas and Cinema Casino:
However if a Danish player purchases $100 and gets a 15% ongoing bonus he would only have to wager 10 x ($100+$15) = $1150 like everyone else.
This is not a large amount to wager considering that the average player will wager 40 X his original purchases during any one session.

Where do they have this statement from LOOOOOL!!!!
40 X !!
Only addicted people would play so much, but these players are preferred of course

 

[jpm]

Yeah really, 40x. Who can actually make their stake last that long in a 'typical' session? Unless maybe you have some casino viagra or something.

 

[Clayman]

Unless maybe you have some casino viagra

You got some too? Great stuff - my sessions last alot longer now.

 

[kniepm]

Warning: If your sessions last longer than four hours, you should consult your physician.

 

[jpm]

Warning: If your sessions last longer than four hours, you should consult your physician.

LMAO

 

[GrandMaster]

This is not a large amount to wager considering that the average player will wager 40 X his original purchases during any one session.

Where do they have this statement from LOOOOOL!!!!
40 X !!

I would like also like to know the source of this statement. With the exception of a few games (BJ, VP, baccarat and craps), you expect to lose your bankroll before you play it through 40 times.

 

[La$$eB]

I cant believe it!!!
I have written to Slots royale 5 times but they keep ignoring me!

I hate that I have to make a complaint, but if they dont answer my fifth email I will file the complaint tomorrow, (why cant they just pay me, I have wagered enough ).....

The money have been dissappeared from my casino account for 3 days now, and they are not reversable. They have not been credited to my Neteller either, maybe they have confiscated them for no reason..

 

[La$$eB]

Well, finally I have lost my patience with these guys and I have filed a complaint now. Lets see if it helps......

 

[angahar]

Hey, what the hell happened in Denmark, that most of the casinos have exclusions, or seperate t&c's for? I read before that there were alot of "bonus abusers" that were Dane's, but the WHOLE COUNTRY??? DAMN!!!

To answer your question, a number of years ago when bonus hunting was not popular yet and most casinos still had like 2x or 5x wagering requirements, there was a Danish television special that explained to the whole country how to make serious bank in a hurry by whoring all the easy bonuses. The casino industry lost their shirt as practically the whole country went bonus hunting. The two results of this fiasco were that online casino WRs went through the roof (to the usual 15x or 20x that we all know and love) and that in many cases the entire country of Denmark was either banned or subjected to different rules. So just hope that whatever country you call home never runs such a special (except for the US and UK which will likely never be banned as they are the majority of the casino customers).

 

[jpm]

And if I'm not mistaken, it was the infamous Vegas Strip bunch that began that insane policy.

Hey Bryan, this gives me an idea. How about making a section for 'Great Moments in Online Gaming History'. You can have such things in it as the first casinos, the various record setting wins, the scams like the Great Dane Robbery, the Pirate of C21 fiasco, etc. etc. Sort of a museum of sorts.

 

[Amber]

Response from Slots Royale

Hi Lasse,

I would like to respond to your complaints so that everyone reading this thread knows the facts.

You cashed in $200 on Sunday 16th May.

I just wanted to confirm that you have been paid (on the 19th May).

We have records of all the emails that were sent to you, so I am not sure why you say we ignored you. We are happy to post copies of those emails in the forum if you would like us to.

The maximum time frame for Neteller payments is 5 working days. The 5 working days from the date you cashed in has not lapsed. So, we are not completely clear on why you are complaining???

Besides for that, you have been paid within 3 working days.

If you would like to discuss your issue further, please feel free to contact me: [email protected]

Please clarify in the forum that you have been paid and were not ignored by us... we do not appreciate bad publicity, especially when the accusations are not true!

Amber
Customer Relations Manager
Slots Royale Casino

 

[La$$eB]

Hi Amber, I am amazed to hear from you and I can see that the money has been paid to my Neteller account. I would like to see copies of the mails you have sent me, because I wrote to you clearly in all the emails that my bluemail adress was broken and that you had to reply to another adress, and I have recieved 0 e-mails from you to the adress I told you to reply to.

You write:
"Please clarify in the forum that you have been paid and were not ignored by us... we do not appreciate bad publicity, especially when the accusations are not true!"

But I have had nothing but problems with you guys. No matter if I have played Golden Riviera, Miami Paradise og Slots Royale it has ONLY given me problems and I can assure you that I am not the only one:
IF you click here youll see that Im not the only way you have tried to fool several times:

You do not have permission to view link Log in or register now.

or just recently here on the forum
Old URL
https://www.casinomeister.com/forums/threads/emails-from-golden-riviera-casino.3595/?t=3595
https://www.casinomeister.com/forums/threads/miami-paradise-is-a-nightmare.727/?t=727

EVERY time I have cashed out I have been accused of not having fulfilled the wager requirement, and EVERY time all your hopeless and incompetent supporters end up aoplogizing for their mistake.

But is it really a mistake? I can barely believe it.... Do you hire backward people to support for you or do you simply instruct them to act like if they were?

Is there a reason why the emails you send out never has a signature, or is it just because you supporters are too embarrased about having to give such incredibly stupid answers that they dont dare signing their own name

"Kind Regards
Accounts Department
Slots Royale Casino"

I have played more than 100 casinos and never has one casino group caused so much frustration and anger in me as your group has...

Please dont think that you will continue making money by trying to cheat your customers cause they will eventually go somewhere else. there have been so many threads about your casinos on danish sites like:

www.casinoportalen.dk
www.casinopenge.dk
www.casinokontanter.dk

and it has been discussed several times to remove you from the "recommended casino" list. I hope that this particular thread will make them remove you finally. You simlpy scare people and especially newbies away, but you dont scare me because I know that your casino group is one of the biggest execptions on the internet...

Everybody has problems with you. I have NEVER EVER seen one positive comment about any of your casinos. You are a bunch of criminals and Crime doesnt pay. You wil realize that sooner or later....

 

[Amber]

Enough is enough...

Hi Lasse

I will be sending you copies of all the emails we sent you.

Thank you for pointing out past queries - just so you know, they have all been resolved and the players who complained have been satisfied with the way their queries were handled.

I need to clarify that the reason your cashins were reversed in the past IS because you did not meet the wagering requirements in all cases.

We do not need to defend our employment practices or company email policies to you.

Unfortunately, and I am sure that everyone will agree - you are complaining about a query you filed that has now been resolved and you are using other people's complaints to back up your opinion. Those queries have also been dealt with. You are insulting our staff, which is completely unnecessary. It is not our fault that you did not wager enough... we followed our terms and conditions on every occassion.

It is a pity that the casino meister is at a conference because I am sure he would agree that this is just being blown completely out of proportion and that you are exaggerating a very minor complaint. So, unless you have real issues you would like to raise, can we please close this thread and move on.

I do not want to come across in a rude manner, however I trul feel that we have done nothing wrong and cannot sit back and allow our casino group to be spoken about in such a manner! We do not run a criminal operation and I take personal offence to you accusing us of that! We run a fair casino and I ask you to accept that you did not meet the wagering requirements, and when you did, your query was dealt with!

Let's move on...

Amber

 

[La$$eB]

Just to clarify once again.

I have always:

1: Fullfilled the wagering requirements,
2: OR lost all my money.

I have, as mentioned previously, received the following email, which states the facts clearly:

Emne: Re: Carry over wagers?
Fra: "Miami Paradise Casino Support" <[email protected]>
Dato: Onsdag, 12/5 2004, 03:53
Til: [email protected]

Dear Lasse,
We do disregard the wagering requirements of a bonus if a player looses his
purchase. So in your case, if you were to purchase again it would only be
the wagering requirements on your second bonus that would count.

Thank yo for your query.

Yours Faithfully
Gareth

I HAVE NOT violated any rules set forth by you. THAT is the reason why I complained, even after receiving my winnings, which is also evident since you decided to pay me in the end. At the same time I would like to apologize for any unnecessarily harsh language I might have used in this thread. Referring to you as criminals was over the line considering that our discussion was not over at the given time. I would also like to thank you for giving me decent and straight answers instead of the cut & paste standard messages many of your supporters use.

My mailbox at bluemail is currently not working and therefore I ask you to write me on my email [email protected]

 

[jpm]

Amber,

Why does it take 5 working days to process a cashin to neteller?? Other casinos do it in hours, some even in minutes. Why so long?

 

[Amber]

Neteller

Hi,

Most casinos state that Neteller transactions will be paid within 3-6 working days. Obviously, we do our best to pay those cashins as quickly as possible, but we use a Processing Company and they manage our Accounts, so the maximum times that they have stipulated are the ones we give to our players. This does not mean that they wait until Day # 5 and then pay... I am sure that they pay as soon as they can, sometimes within 1 day.

Thanking you,
Amber

PS: Lasse, I emailed you all the information you asked for and have not had any response from you - can I assume this matter is resolved?

 

[La$$eB]

Yes you can, but it is funny that you mention it:

The first of the mails was the one that stated that I had not wagered enough, which was, of course, not true.

Meanwhile, I wrote 5 emails to you and I recieved no answers to any of them....

Then yesterday after having communicated with you here, the last two e-mails arrived:

Dear Lasse,
Kindly note that your $200.00 cashin will be processed as Neteller . Kindly
allow 1 to 5 working days for delivery from today.
We thank you for choosing Slots Royale.

Kind Regards
Verification Department
Slots Royale

Dear Client,
Please note that your $200 has been paid to your neteller account.
Thank you for choosing our Casino.

Regards
Accounts Department

well, if you call that to answer my emails you have misunderstood something. Why do you think I wrote to you five times? Because your miserable supporters (No offense but they really are - you are not) didnt care to answer any of the emails....

Have you seen what Niels has written? They wrote to him Dear (name) + the usual copy + paste they always do. You know, it kinda gives you the feeling that they have not even read your e-mail.

I have the feeling that they (the supporters) "try" to tell you that you have not wagered enough no matter what. And if you dont complain about it, which a lot of people dont because they trust the casino, its fine because then your casino will make people loose more, right?
Hidden casino strategy.....

 

[jpm]

Hi,

Most casinos state that Neteller transactions will be paid within 3-6 working days. Obviously, we do our best to pay those cashins as quickly as possible, but we use a Processing Company and they manage our Accounts, so the maximum times that they have stipulated are the ones we give to our players. This does not mean that they wait until Day # 5 and then pay... I am sure that they pay as soon as they can, sometimes within 1 day.

Thanking you,
Amber

I realize that is what most casinos state and how they operate, but it really doesn't address the question I asked. Why does it take that long to process a neteller withdrawl when other casinos can do it in hours or even minutes?? Intercasino, Global Player, Phoenecian for example all process neteller withdrawls in less than 24 hours, down to less than 30 mins in the case of Phoenecian. I'm really trying to find a good reason for why other casinos can't do the same thing.

 

[GrandMaster]

well, if you call that to answer my emails you have misunderstood something. Why do you think I wrote to you five times? Because your miserable supporters (No offense but they really are - you are not) didnt care to answer any of the emails....

Have you seen what Niels has written? They wrote to him Dear (name) + the usual copy + paste they always do. You know, it kinda gives you the feeling that they have not even read your e-mail.

I have the feeling that they (the supporters) "try" to tell you that you have not wagered enough no matter what. And if you dont complain about it, which a lot of people dont because they trust the casino, its fine because then your casino will make people loose more, right?
Hidden casino strategy.....

Have you filed a complaint with ecogra yet?

 

[La$$eB]

Yep, I did that before Amber went into this discussion...

 

[Amber]

Response

Hi,

Firstly, we do not tell everyone that they have not wagered enough.

We only tell that to players who genuinely have not wagered enough, and as far as I have been told, the first time you cashed in (Lasse), you had not met our terms and conditions for wagering.

Secondly, as I explained previously, the reason it takes 1 - 5 days is because it is processed by an outside company, and that is the time period they have given us.

Finally, I apologize for the poor email correspondence with Niels, and assure you that I will deal with the responsible party.

But, Lasse - I sent you all the responses our Accounts Department sent you. Did you not receive my forwards? There you will see that they did get back to you and deal with your query. However, they were sending it to an email address that you later told us was not working. The bottom line is that we responded to the email address you emailed us from, and we assumed that you received our emails. I do not think that is an unfair assumption?

ecogra is aware of this query and knows now that it has been resolved.

Amber

 

[La$$eB]

Well, I HAD wagered enough! I dont understand why you keep saying that I hadnt, but I guess I have to repeat myself once again:

I purchased 100$ recieved 200$ and lost everything before having fulfilled the wager requrement, but since I lost everything the wager requrement became void..

Then I purchased 50$, recieved 50$ and I cashed 200$ after having wagered a bit more than 2000 on Cyberstud Poker Wager requirement was 20 X for danish players; (50+50) X 20 = 2000

One day after I purchased 50$ more to recieve the third bonus of 50$. Like the first time I lost everything quickly and the wager requrement became void again...

So why do you still claim that I hadnt wagered enough? I recieved this e-mail after having cashed in for the first time:

Dear Lasse,

Your cash-in has been returned to your gaming account, as you have not met the wagering requirements. You need to wager $1000 in order to qualify for the cash-in.

Wagers on BlackJack, Video Poker and SicBo will not meet wagering obligation with regards to your initial download bonus. All bonus and free money cannot be wagered on Roulette, Craps and Baccarat.

We apologize for the inconvenience that this may cause, and wish you luck at our tables.
Thank you for choosing Slots Royale Casino.

Kind Regards
Accounts Department
Slots Royale Casino

I didnt wager anymore after that and finally the cash in went through.....

It seems pretty obvious to me that your suppporter, who by the way never wants to stand by his/her statements by mentioning his/her name, was wrong!!....