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[RESOLVED] playersclub refuses to pay 4700 GBP

Discussion in 'Casino Complaints - Bonus Issues' started by bedita, Dec 4, 2007.

    Dec 4, 2007
  1. bedita

    bedita Dormant account

    Occupation:
    Student
    Location:
    Guarulhos
    I played at playersclub 3 months ago. I was lucky and won nearly 5000 pounds on slots. Since 3 months they tell me, they are waiting for a response of the finance departement to process my withdrawal.
    I really dont believe them anymore, I think they just will not pay.
    So I decided to warn the gambling community.
    Has anybody an idea how I could get my money???
    thanks in advance

    Daniela
     
  2. Dec 5, 2007
  3. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Sorry to hear of your woes, Daniela. Unfortunately, you picked one of the worst casinos in existence to play at. This is an unlicensed casino operating out of Costa Rica and they can pick and choose who they want to pay at a whim.

    Not much you can do. Feel free to Pitch a Bitch (see my signature) and I'll forward it to their software vendor so they can keep tabs on these guys.

    The unfortunate thing is that no matter how much you complain about these screwheads - they will continue to lie to and cheat players. It's a big funny-ass game to them.
     
  4. Dec 5, 2007
  5. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    2 people like this.
  6. Dec 5, 2007
  7. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    I doubt it.
    This looks like another player falling into the "wrong currency" trap. Mario has already stated policy is to void the wagering and return the deposit. This should be done whether the player wins or loses.
    It has been pointed out that this term does not have sufficient prominence considering it's extreme importance, it is item 15 (the last one) in a list of terms and conditions for banking.
    It states that players must use their home currency, and if that is not offered, the US Dollar.
    Only last week, a Brazilian player made the same mistake and lost out on a large amount of winnings by playing in the UK Pound instead of the US Dollar, even though he took no bonus.
     
    2 people like this.
  8. Dec 5, 2007
  9. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    I've sent Mario a "heads-up" on this thread.
     
    1 person likes this.
  10. Dec 5, 2007
  11. Mario

    Mario Dormant account

    Occupation:
    CSC Supervisor
    Location:
    South Africa
    Hi Daniela,

    Please can you provide me with your account details and I will gladly make a full investigation into the matter for you.

    You can PM me or use my email address below to forward your account details onto me.

    Hope to hear from you soon in order to get this matter resolved.

    Best regards
    Mario
     
  12. Dec 8, 2007
  13. bedita

    bedita Dormant account

    Occupation:
    Student
    Location:
    Guarulhos
    thank you casinomeister. I will contact Mario directly,
    thanks again
     
  14. Dec 10, 2007
  15. bedita

    bedita Dormant account

    Occupation:
    Student
    Location:
    Guarulhos
    Mario please, give me a response. I am really tired of waiting.
     
  16. Dec 11, 2007
  17. Mario

    Mario Dormant account

    Occupation:
    CSC Supervisor
    Location:
    South Africa
    Hi Bedita,

    Hope you are well and do apologize for the delayed response.

    I can indeed confirm that your account has been locked and your withdrawals been declined as you are playing in the wrong currency that is not applicable to your country or jurisdiction.

    I have noted that your deposit was not refunded at all and have requested that this gets done as soon as possible.

    Your deposit should be refunded back to the deposit options which you've made the deposit too.

    If not possible then I will be in touch in regards to getting an alternative option from you.

    Please note the following as per terms and conditions:

    Players must register and play in the currency of the country in which they reside, if available, or in USD. Should players not observe this rule all winnings derived from the resulting game play will be forfeited.

    To view the terms and conditions please visits the following link:

    You must register/login in order to see the link.

    We do apologize for any frustration that this has caused but we will gladly open up an account for you in the correct currency for you to make use of.

    Let us know should you wish us to proceed in creating a new account for you.

    We are working with our processor and the software provider to ensure that players are not able to register and get picked up much quicker in regards to playing in the wrong currencies.

    Unfortunately this is taking some time to get implemented however we are working on it.

    Best regards
    Mario
     
  18. Dec 11, 2007
  19. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    While Mario should be applauded for his swift responses, I cannot understand why the casino should not have been more proactive in returning the deposits to players who played in a (wrong) currency. I do hope we dont hear of any players who lost while playing in the undesired currencies and were not offered refunds of their deposits.
     
  20. Dec 11, 2007
  21. gerilege

    gerilege Meister Member PABnorogue PABrogue

    Occupation:
    IT
    Location:
    Hungary
    Proactivity and credibility

    For me it's still a mistery.
    It's not rocket science to disallow GBP in the casino software if GBP is selected in the dropdown list, while a non-British country is selected for country.
    Even easier, just highlight one sentence in red when selecting GBP in the list during registration: "Please check paragraph 15. of the T&C regarding the usage of GBP". You have been warned, period.
     
    1 person likes this.
  22. Dec 11, 2007
  23. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    We still haven't been told WHY this "wrong currency" thing is such a MASSIVE issue for the casino that even players who don't claim ANY kind of bonus have winnings confiscated. Are the reasons for this a secret?

    This is the SECOND player who has fallen into this trap, and both clearly didn't know what the hell the problem was. Is this term well highlighted, or buried within a number of general terms with nothing to draw attention to it's significance.

    Other casino don't seem too bothered about what currency the player chooses, after all, it's supported by the software, so shouldn't cause problems.

    This draconian policy will end up getting the casino a bad name among newbies, who probably have no idea about this issue. It will be less of an issue for seasoned players, who have seen it all before, and BONUS HUNTERS on the whole will have gone through the terms with a fine tooth comb and will not sacrifice their hard-whored winnings by such a simple cock-up as playing in the wrong currency.

    Until the software can be configured to prevent such erroneous currency choices, this rule should be VERY PROMINENT, so that no player could miss it, even those who don't generally read the fine print of terms and conditions.
     
    1 person likes this.
  24. Dec 11, 2007
  25. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Hi bedita,

    If you are in Brazil, why in the heck would you play in GBPs? It's even stated in their terms and conditions not to do this.

    This is shame - and it's not the first time this has happened. I thought Microgaming was developing filters to eliminate this reoccurring problem :what:
     
    1 person likes this.
  26. Dec 11, 2007
  27. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    I didn't recognise that was also Brazil. Perhaps bedita could enlighten us as to why the UK Pound was chosen over the Dollar (as in terms), or one of the other currencies.
    The UK Pound is a bit of a "niche" currency, as we didn't adopt the euro. It no longer has the international appeal it once had, because that has gone to the Euro (given that the US Dollar is in a mess).
    Surely it can't be that hard to develop currency filters, I would say a hell of a lot easier than designing and implementing a new game. Players select their country upon registration, and all that is needed is a lookup table to associate this with the applicable currency. Where players use the wrong country, they have given incorrect details, and will have their account locked and winnings confiscated anyway.

    If currency is so important an issue, fixing this problem MUST come before more new games, and should arrive in the January update.
     
    1 person likes this.
  28. Dec 11, 2007
  29. Mario

    Mario Dormant account

    Occupation:
    CSC Supervisor
    Location:
    South Africa
    Hi Chuchu,

    Coming from you I will take it as a compliments

    At the time when this actually happened the process was very new and all the formalities was not well defined but can confirm that this has been resolved.

    This player just unfortunately slipped through the cracks but can ensure that if there are any cases we will gladly investigate and ensure to rectify.

    Best regards
    Mario
     
  30. Dec 11, 2007
  31. Mario

    Mario Dormant account

    Occupation:
    CSC Supervisor
    Location:
    South Africa
    Hi Casinomeister,

    Yes that is what we all thought but just now when I confirmed with our processing house it sounds like it is still very much casinos freedom of choice.

    We will keep on pushing them in this regards as you confirm this is a reacquiring problem which can be easily avoided.

    Best regards
    Mario
     
  32. Dec 11, 2007
  33. USA2112

    USA2112 Dormant account

    Occupation:
    Rehab old dwellings and playing music/guitar/etc..
    Location:
    USA
    A big red flag should be put up until the filters are complete. This would avoid any further problems for players.
     
  34. Dec 11, 2007
  35. ugaboga

    ugaboga Casino Addict

    Occupation:
    Information Technology, Day Trader
    Location:
    Australia
    I really don't see what the issue is with playing in GBP, even if it is not the official currency of your residence.

    Whilst your winnings might have a higher value, you're also risking a higher amount. I would think that it would even out.

    I've always played in GBP at the numerous sportsbooks I'm registered with, even if they have the Aussie dollar. Never had an issue with withdrawals... I just like playing with the GBP because it's 3:1 the value of the Aussie dollar (note I'm also risking more..), it sort of makes me take money management more seriously due to the higher currency value :)
     
    1 person likes this.
  36. Dec 11, 2007
  37. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    I agree, and Mario has completely ignored the question of WHY this is such an issue, and this now looks like it IS some kind of "secret". If the processor has said it is up to the freedom of casinos, then there is clearly no actual REQUIREMENT to take such action, just that the casino CHOOSES to do this, even for payers who take no bonuses. I can see no justification for being do damn draconian as to confiscate everything as though the player had committed big time fraud, the casino could have it's way simply by transferring the existing balance into a dollar account and closing the player's UK Pound account. This casino has CHOSEN to take this line now, rather than wait for the software to cater for this and protect players.

    ugaboga would find his winnings confiscated had he played at, say, Grand Mondial in UK Pounds as he has with other places. Even if he had taken no bonuses, this is one place where he WOULD have had problems getting paid any winnings.
    If there is no REQUIREMENT for the casino to take this action, they are simply screwing players on a technicality, and since this is so hard to believe of an accredited casino, I am wondering exactly what kind of "stunt" these two Brazillians pulled off to deserve such action - it can't JUST be about the wrong currency, not at an ACCREDITED casino.

    There needs to be an investigation into what is REALLY going on with this currency issue for those cases where the obvious motive of "bonus abuse" does not play a part.
     
    1 person likes this.
  38. Dec 11, 2007
  39. bedita

    bedita Dormant account

    Occupation:
    Student
    Location:
    Guarulhos
    first of all, what is wrong with GBP.
    I have been to London before and I just like the currency.
    If they offer it so why can I not play in this currency.
    This is so ridiculous, and the only reason I see in it, is that they want to rip of people. I spent 30 minutes reading their terms and I really could not find a note saying i could not play in GBP.
    Probably back in September they didnt have this rule.
    And then, what is the worst of all, I wrote an email to ask for a bonus, at least then they had to inform me I cannot play in GBP.
    They credited my bonus in GBP, so they offered me a bonus I was not eligable to receive, that means they even dont understand their own terms, so how should I??????
    This is all so ridiculous, and I really think they should be put on the rogued list.
    What kind of behavior is this, to offer currencies, and then hide the terms in the middle of pages, a normal person does not even understand what these terms mean.
    This has nothing to do with fair gambling, and everybody should be warned to avoid this casino
     
    1 person likes this.

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