- Joined
- May 22, 2010
- Location
- California de Norte
Hi guys! I have had an issue this weekend with a casino group that I have long been a gold vip at. The Villento Brands casino Rich Reels was for many months now my favorite casino and though I have had some issues of late over their bold face untruths regarding the auditing and seal approval by eCogra of their sites, I have always enjoyed myself there, and until now, had no cause to leave.
But on Friday, I made a deposit, and then another, and while both deposits where debited from my account, neither was ever credited to my players account. Now today I provided sufficent proof that the charges were indeed 'posted' off of my account. And while I maintained all along that in such a situation, a player who has deposited over $25k since Sept 1 2010 deserved to have the small deposits of $34 and $20 manually added to the account, they cited policy and said it was an impossibility.
For more on this issue, here is a link to the thread I started on Friday after the muffed deposits... http://www.casinomeister.com/forums/america-beautiful/42654-beware-cc-debit-card-deposits-villento-brands.html#post413055
This morning they also said, while they have reiceived payment for the two charges, they are crediting both charges back to my debit card, wtf?
I had asserted that I felt tying up my money, however petty the amounts, for this long was not in good faith and I was going to close my accounts. I have done so this morning and attempted to exclude myself permanently from their sites.
And that attempt at permanent exclusion is what leads to this thread: Please read the chat I just finished with their CSR,
CM, Max,; At ur request, I can substantiate my claims here and I also have some damning evidence of them making claims that their level 11 software (US facing) is audited and sealed by eCogra. Moreover, I have a statement from Tex Rees @ eCogra suggesting that 'no level 11 software is audited or approved by,' eCogra.
I Think they might deserve a trip to rogue section. At least their US facing sites do IMHO. Either way, I felt the punters out there deserved to know...
Good Luck Guys.
But on Friday, I made a deposit, and then another, and while both deposits where debited from my account, neither was ever credited to my players account. Now today I provided sufficent proof that the charges were indeed 'posted' off of my account. And while I maintained all along that in such a situation, a player who has deposited over $25k since Sept 1 2010 deserved to have the small deposits of $34 and $20 manually added to the account, they cited policy and said it was an impossibility.
For more on this issue, here is a link to the thread I started on Friday after the muffed deposits... http://www.casinomeister.com/forums/america-beautiful/42654-beware-cc-debit-card-deposits-villento-brands.html#post413055
This morning they also said, while they have reiceived payment for the two charges, they are crediting both charges back to my debit card, wtf?

And that attempt at permanent exclusion is what leads to this thread: Please read the chat I just finished with their CSR,
Please wait for a site operator to respond.
You are now chatting with 'Rainer'
Rainer: Hi dustin, welcome to our live help facility. How may I assist you today?
dustin: are you the supervisor on duty at the moment Rainer my good fellow?
Rainer: No, but I will be able to assist you with your query.
dustin: no query today Rainer, I want my Rich Reels account closed and I want to be excluded from Villento Brand products in perpetuity.
Rainer: May I ask the reason behind your decision?
dustin: I have endured a quite ridiculous weekend with ur payment processor charging my acct and then not crediting the funds to my rich reels acct, and I am a gold vip, who has lost 25k here in 5 months. For you guys to not manually credit the account after I proved the charges was a huge "Fuck YOU!" and it shows that u guys have no interest in customer service. This blunder has left my hands tied. As much as I have enjoyed ur services, I have reasonable guidelines and principles that will keep me from ever supporting this company again.
dustin: The only reason a casino makes money, and keeps its lights on is bc of CLIENTS. CLIENTS stick around bc of trust, You guys have not shown u understand this concept, and I don't trust u anymore
Rainer: We are unable to manually credit the deposits as all time out deposits are refunded to the respective Cards with which the deposit was made
dustin: OK< then there we are, at diametric opposition over poiicy, close the account and exclude me forever from Villento Brand products
dustin: policy*
Rainer: There was an issue with the processor over the weekend and this has since been resolved
dustin: I understand, close the account and exclude me forever from Villento Brand products
Rainer: As you wish Dustin
Rainer: The account has been closed.
dustin: forever, if I come back and try to reopen the account, and I am allowed to, I will go to the KGC?
Rainer: If you do change your mind it can be re-opened.
dustin: okay, this should suffice as evidence that your group does not deserve the license you hold, thanks a lot, I wish your group continued success and can only hope one day you see the error in ur policy, ur ethos, and through such epiphany; u change ur ways
dustin: perm. exclusion is a hallmark of any casino worthy of licensing, I am sorry ur business model does not include that, good day.
CM, Max,; At ur request, I can substantiate my claims here and I also have some damning evidence of them making claims that their level 11 software (US facing) is audited and sealed by eCogra. Moreover, I have a statement from Tex Rees @ eCogra suggesting that 'no level 11 software is audited or approved by,' eCogra.
I Think they might deserve a trip to rogue section. At least their US facing sites do IMHO. Either way, I felt the punters out there deserved to know...
Good Luck Guys.