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Racetrack Casino refusing bonus for no good reason

H

hitobito2005

Meister Member
PAB Experienced CM Veteran (10yr+)
Joined
Nov 6, 2005
Location
-
I have been looking through the Casinomeister accredited casinos list recently after deciding to try out a few new casinos. I found and signed up with "Racetrack Casino" (Playtech) and deposited 300 in anticipation of receiving the 100% signup match bonus.

I should mention that before I deposited, a live chat window popped up and a CS representative tried her hardest to convince me to take the 200% upto 50 bonus instead... reasons for which are unknown to me :confused:

After depositing 300, the bonus was not automatically credited as per the description on the site:

Link Removed ( Old/Invalid)

I contacted the casino manager at [email protected] and asked to have my bonus credited as it appeared not to have worked automatically, before receiving the following reply:

Dear liquuid_fusion,


Let me begin by thanking you for choosing to play with us at Race Track Casino.

I checked your account for details and noticed that you had deposited a 300 and were not matched. This is happening because our system is trying to eliminate professional players from good players. This has nothing to do with you personally. It is something that happens automatically. We will be happy to see you try the casino. You can come and play with your deposit.


I would like to personally invite you to come and try the games with and meanwhile give us some time to re-evaluate your account.


Please email me in case of further doubts and I will be happy to assist you.

All the best and great winnings!


Warm Regards,

Martin Soul

Lobby Manager

Race Track Casino.
Click to expand...

So it seems they are refusing me the bonus based on me being a "professional player" (bonus abuser?). I've never signed up to this casino and have accounts at maybe 5 other Playtech casinos, not in the same group. I'm hardly going to play at this casino if they are going to refuse the advertised signup offer *after* my deposit, for no good reason.

It will now take about a week to get my money back to Neteller if I withdraw.

I'm really surprised to find behaviour such as this at a CM accredited casino :eek2:

It would be nice to get the bonus credited, but if not then I feel I should report this anyway to warn other players of this casino's practices.
 
Is this true? There is nothing missed out from the events?

IF so, it is quite clearly attempted fraud.

Id need to know for sure that there isnt more to the story but still a very weird and worrying email.
 
liquuid_fusion said:
So it seems they are refusing me the bonus based on me being a "professional player" (bonus abuser?). I've never signed up to this casino and have accounts at maybe 5 other Playtech casinos, not in the same group. I'm hardly going to play at this casino if they are going to refuse the advertised signup offer *after* my deposit, for no good reason.
Click to expand...

Actually it kind of seems like a good reason. Why would they just throw money away?
 
Well, it's just the fact that they enticed me to sign up with all the advertisements for a bonus etc and then refused to give me it. I haven't broken any rules or anything. I wasn't even expecting to cash out anything, especially since it's a sticky/phantom bonus and i've not been having the best of luck recently!

I should add that I don't consider myself to be a "professional player" or bonus abuser etc.

I do take most bonuses if they are offered, but there is no harm in that. I play a lot without bonuses at casinos which have been good to me.
 
This is a lame excuse from the casino not to give bonuses. If they regard you as a pro player why did the CS rep offer you the 200% bonus up to $50. Kinda strange.

What actually do they mean by re-evaluating your account? Could it be that they are actually checking on why there is an automatic refusal of the bonus to you and that it is possible that they will credit your account manually later or are they prompting you to play and then determine whether you are a pro. Until this is cleared up, I wouldnt spend a single dime on their games if I were you.
 
I guess its better they did this now than if they gave it to you and then refused to honor a withdrawal later, but its still sounds cheap to me especially for an accredited site.

BTW, I am glad to make the aquaintence of a "professional" player. :rolleyes:

Just another reason not to play Playtech sites.
 
Proffessional?

Are we missing something, how could they LEGITIMATELY know that you were a professional if you had done no business with them before (as in the group, not just RaceTrack). Misuse of confidential personal data springs to mind, irrespective of how "good" a player you are.

The fact that the CS tried to convince you to take a different bonus looks like they knew something even BEFORE you deposited 300, so the deposit itself was not an issue.
Central negative databases, yep- believe it and ignore the industry denials about it's existance. (I have just found one admitted to for Carmen Media and Proc Cyber).
I am certain a casino rep earlier informed us that these central negative databases were a thing of the past except for outright fraud (nothing to do with play patterns).
Perhaps they determined you were "pro" from the affiliate tag you came through?
 
vinylweatherman said:
Are we missing something, how could they LEGITIMATELY know that you were a professional if you had done no business with them before (as in the group, not just RaceTrack). Misuse of confidential personal data springs to mind, irrespective of how "good" a player you are.
Click to expand...


No, you're not missing anything. If there is a central playtech database then I guess I might be deemed a bad player (from their point for view) since I believe i'm in profit overall at the playtechs i've joined in the past. But i've never had a problem like this before - in fact just last week Aspinalls offered me a very generous bonus.

I'm not sure what they mean by "professional". Obviously there is not really such a thing as a "pro" at a casino where all the games have a house advantage. I can only assume that they think i'm going to try and make a profit from their bonus.

I certainly haven't been involved in any fraudulent activity.

I think i'll be avoiding any more playtechs from now on!
 
Detail.

I expect they define "pro" based on game play against some measure of expectation. A "pro" will hold to the house edge, but a lesser player will make mistakes and will only be ahead from isolated big wins.

I have already found a central database on Risk Sentinel, however, this is only for fraud, or attempts at fraud. It is not used to weed out good players.
 
I would have appreciated it if someone had PMd the casino rep to get to the bottom of this:
https://www.casinomeister.com/forums/members/

I already have, but in the future - please ensure you do this when posting complaints in the forum. Not much can be done if no one gets involved. Thanks!
 
Dear Liquuid_fusion,

Each separate casino has its methods in identifying proffessional players. These ways are kept very secret.

In a land based casino, a player that is identifyed as a proffessional player - will not be allowed in the door, even if he looks like a known abuser.

In some online casinos, if you look suspicious, they won't even let you even deposit, and play.

In Race Track Casino, you are allowed to come in and play, just with out the bonus. This allows the casino to re-evaluate the player from experience.
 
GamingPromo said:
In Race Track Casino, you are allowed to come in and play, just with out the bonus. This allows the casino to re-evaluate the player from experience.
Click to expand...

Aint that just typical though they DO NOT want players who might win they want people who are gonna lose consistently all the more reason to steer clear of ALL online casinos..
 
GamingPromo said:
Dear Liquuid_fusion,

Each separate casino has its methods in identifying proffessional players. These ways are kept very secret.

In a land based casino, a player that is identifyed as a proffessional player - will not be allowed in the door, even if he looks like a known abuser.

In Race Track Casino, you are allowed to come in and play, just with out the bonus. This allows the casino to re-evaluate the player from experience.
Click to expand...

What a load of old twaddle!

I don't deny you have the right to deny a bonus to any player, just be open and honest in your advertising.

A prominent notice something like :-

" Skillful players not welcome here"

"Players who try their best to win something with the bonus not welcome either"

"Winners at other casinos definately not welcome here"

"We have secret methods of identifying such players so be warned!"

And a prediction GamingPromo, with CS like this your casino will soon be history around here and in the general playing community.

Mitch
 
Put my Foot in It

Guys i dont want to put my foot in it - ok so ill put my whole leg in but do you see signs at Land Based Casinos saying - No professionals allowed.

Why would any business do that kind of thing ? That is after all what a Casino is be it land or online based.

I am interested in what constitutes a professional player though .I am however of the opinion that if a Casino does not want to offer something then do not advertise it and if they advertise they should stump up - period

Regards
Greg
 
soflat said:
Wow. You guys take being denied a bonus very seriously.
Click to expand...

soflat

This isn't just about a bonus, it is about customers, you know, the people who provide all the profits for the business, keep GamingPromo in a job etc.

This casino seems to think that their customers are potential enemies to be treated with suspicion at all times.

Casinos need returning customers as they can't just run on new customers in the long term.

Don't you think even Ed at 32Red would actually prefer not to have bonus hunters signing up? However, they smile, treat the person well in any event and you know what I bet they get a fair number of even these players returning because of this. Ed also knows he wont be picking up adverse publicity because of the 'us and them' we are at war attitude some casinos portray.

Do you think Liquuid Fusion will be returning to this casino any time soon?

Mitch
 
mitch said:
Ed also knows he wont be picking up adverse publicity because of the 'us and them' we are at war attitude some casinos portray.

Do you think Liquuid Fusion will be returning to this casino any time soon?
Click to expand...

I agree.

I just don't feel a need to educate the casino. Let them learn it the hard way.

I am also not getting into a war, I'm not going to beg, in fact I am not going out of my way at all just so someone will let me play at their casino (which is the same as the other casinos but without the attitude).
 
No Bonus

I followed Bryans direction and emailed the following to the gaming rep:

I just signed up @ Racetrack Casino recommended
by Casinomeister and was Greeted by Steve in chat
We discussed the WR for Blackjack which was twice
the normal 8xs and was asked how much I was
going to deposit- $300 for a $300 Bonus- Steve said great Good Luck!
I deposited the $300 -went back to Casino and found No Bonus added- I online chatted Steve again -explained the problem and he checked
and was sorry but sometimes the bonus didn't click in- please email
lobbymanger@ racetrackcasino and he would get back to me within 72 hrs. I asked -can't you or telephone support adjust?-No only email will do.
I then said I'll just withdraw my deposit
Steve came back with "no just play your deposit while the lobbymanager sorts it out." I went to cashier and withdrew my deposit.
This is not right- I read the T&Cs carefully and nowhere did I see that I had to wait up to 72 hours for a bonus.
Needless to say I'm not a happy camper.

We'll see what happens next- I just hope I get my deposit back!
I wish I had read these posts 1ST
 
Casinos are free to offer a good bonus, a bad bonus, or no bonus at all. They can even offer a bonus to some players, but not others.

But it's obnoxious to make someone go through the process of downloading, registering, and depositing, before taking an offer back.


I have to admit, this made me smile, though: "This is happening because our system is trying to eliminate professional players from good players."

What, do you suppose - to a casino - is a "good player" good at?
 
Linus said:
I have to admit, this made me smile, though: "This is happening because our system is trying to eliminate professional players from good players."
Click to expand...
I would like to know what sort of extra information became available to the casino between the CS rep offering the bonus and the casino refusing to credit it. Maybe if you start playing and lose your money before the bonus is credited, then you show yourself to be a "good player".
 
I kind of like threads like this. Where all the players and affiliates agree on something.

Sometimes you'd think its not that hard to run an online casino. Just do what you promise, dont promise what you cant do and let the house edge do the rest.

I mean some casinos seem to go to all the trouble of setting up, advertising, enticing new players and then go and piss it all up the wall by just being plain stupid in their treatment of customers.

Customers arent always right .... but they are the only way your going to make a profit.
 
Information

It is right that B&M casinos will eject the "pro". Often, this is the Blackjack card counter. It is the only game that can be beaten in the long run due to house edge and shoe penetration. Only a very skilled player can do this, and once caught, their photo goes on an industry database.

However, they can only determine that someone is probably a card counter after they have played a fair bit of Blackjack, and their bet changes have been mathematically analysed.
Determining that someone is a "pro" before they enter a premises is rather different. How can you even "look like" a known "abuser" online till a photo ID has been provided.
The only thing these players had in common was that they deposited the whole 300 for the full amount of bonus. Asking about Blackjack does not help though, best ask CS the ins and outs of slots because you simply "can't resist slots", I bet you get the bonus then!

Why they don't simply make it a slots only bonus beats me, they certainly don't want players who know that Blackjack is a better game for WR than slots.

I don't recall seeing this on the accredited list when I last looked, there must have been some additions to replace Jackpot Factory. I doubt my custom will be welcomed there, so I will save myself and them the bother.
 
They do this to everyone.

I had the exact same thing happen to me (rep messaged me on signup, offered me a bonus, I deposited, it went through, no bonus, then a rep told me I didn't qualify after he had just told me I did), also, a rep told me it was their policy to not give you a bonus if you have signed up at other Playtechs.

After I yelled a ton at a manager they agreed to rush my cashout to the next 12 hours, but this is a terrible policy, imo.

If you are going to not issue some a bonus, just decline the transaction, or at the very least, send them an email when they've registered that they are welcome to play but without the bonus.

I think its a clear case of a casino loving collecting whatever interest they might for 4-5 days while they hold your cashout.

This casino should definitely *not* be accredited, imo.
 
WTF Playtech

BBKPoker said:
I had the exact same thing happen to me (rep messaged me on signup, offered me a bonus, I deposited, it went through, no bonus, then a rep told me I didn't qualify after he had just told me I did), also, a rep told me it was their policy to not give you a bonus if you have signed up at other Playtechs.
Click to expand...

WTF are PLaytech up to, they should NOT be passing information like that to what are effectively competitors to the other Playtechs you may have used. The only justification would be if you had committed a fraud at another Playtech.

It would be like Bryan telling one of his listed casinos that player X tended to sign up at almost every casino as soon as they appeared on the list. This is PERSONAL information in that it is gained by virtue of a business relationship between business A and customer B.

If the criteria is simply signing at ANY ONE other Playtech, then I doubt they give out this bonus very often.
If what this CS agent said really turns out to be correct, I can't see them being "accredited" for much longer. If it is just incompetent CS, they had better get some training in soon.
 
vinylweatherman said:
WTF are PLaytech up to, they should NOT be passing information like that to what are effectively competitors to the other Playtechs you may have used. The only justification would be if you had committed a fraud at another Playtech.

It would be like Bryan telling one of his listed casinos that player X tended to sign up at almost every casino as soon as they appeared on the list. This is PERSONAL information in that it is gained by virtue of a business relationship between business A and customer B.

If the criteria is simply signing at ANY ONE other Playtech, then I doubt they give out this bonus very often.
If what this CS agent said really turns out to be correct, I can't see them being "accredited" for much longer. If it is just incompetent CS, they had better get some training in soon.
Click to expand...


I agree. If there is not anything in their T&C's about signing up with multiple Playtechs, and a list of every one of them, then this is totally wrong. At least the Golden Palace group informs you in the T&C's that you can only take one bonus in the group.

-Arccos
 
Just wanted to chime in that I had the same issue with them about 2 weeks back (signed up, live chat offered me the $300 signup bonus, deposited, got no bonus, was told I could play without the bonus, then withdrew). I have done fairly well on Playtechs with a couple of big sticky wins under my belt, so I was starting to get worried that I was in some sort of "black book." I am glad to see that I'm not the only one. That being said, I'm not going to play at a place that treats me like a card counter before I even played a hand. I have plenty of other places that I can play that dont treat me like a cheater.

I think that Racetrack will have a very hard time getting new customers if they treat players this way. I mean its not like they have a well known name for the random newb, you have to be a fairly knowledgable online gambler to even stumble across them.

And could someone please tell the Playtech guys who set up the casinos to stop having the credit card option be the first one that comes up when you open the cashier? I hate that stupid popup that says "click to add credit card" every time I want to check my comps.
 
By declining anyone who has ever played at a Playtech, they're just shooting themselves in the foot. Maybe they could get Microgaming and RTG customer lists and ban them too. Then Racetrack would fade away.
 
My friend had an extremely interesting experience here. Hes never played at any online casino, and signed up at racetrack. He tried to get the bonus, support said the bonus is usally automatically credited to the account, but his wasnt. After emailing racetrack he was rejected for the bonus. He had never played at any online casino and still got turned down for the bonus.

What do you have to do, earn a reputation for being a loser before depositing here?
 
<sigh> I'm still chillin' in Laguna Beach...I'll be getting on this early next week.

By the way, Racetrack and City Club have been listed here prior to the Playtech "break" and then listed afterward since Playtech came back on board. There have been very few complaints about them and this is somewhat surprising.

I'll check this out upon my return to Bierland.
 
WLVRYN said:
Meister, I know you were on vacation during this, but was just wondering if you had a chance to get in touch with these guys and see what the story is?
Click to expand...
I thought it was resolved since no one has been hammering me on this. I'll check tomorrow.
 
I see they're still on the accredited list, so I assume nothing's happened....


One thing in their favor though, they have completely removed every game except slots from the allowed list in their T&C.


# Bets placed on all card games, table games, and, video poker games do not count towards the wager requirement
Click to expand...

Here's your laugh for today:

Deposit $100, Get $100 Bonus. Play with $200.
Deposit $1,000, Get $1,000 Bonus. Play with $2,000.
Deposit $1,000,000 Get $1,000,000 Bonus. Play with $2,000,000!!!!!
Click to expand...

:lolup:

Let me go xfer $1,000,000 right now! I'd only have to wager $40,000,000 to cashout lol
 

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