Riverboat Casino - resolved

[Dirk Diggler]

Just over a month ago I stumbled accross Riverboat Casino (Parlay Software) who were offering a $500 match bonus as signup. I'd never had a problem with Parlay casinos before so I thought I'd give them a try. I didn't realise they were sister to Winward or I'd have left them well alone after the previous problems with them.

Anyway I played by their rules and ended up cashing in $1600, and as stated on their website sent them an email to request a Neteller withdrawal. A bit later they paid me $500 to Neteller so I contacted them to find out what was happening with the rest of it:

you: Just joined the casino today and managed to get lucky and cashout $1600. However I see you have paid me back only my $500 deposit and my account has been disable! What is going on?
Customer Support: let me check
Customer Support: The reason we have refunded your original deposit is that we are currently not accepting players from U.K.
Customer Support: We apologize for the inconvenience and as before your money has been refunded
you: Please explain to me where in your terms and conditions it states you do not accept players from the UK?
Customer Support: Winward has the right to change policies as per our convenience
you: So you have the right to steal my $1100 winnings off me is that what you ae saying?
Customer Support: No sir, we have the right to protect our business integrity as we find it convenient, we simply are not accepting players from U.K.
you: That is bull - where does it state ANYWHERE on the website that you do not accept players from the UK?
Customer Support: We appreciate your continuous support, anything else I can do for you?
you: What is that supposed to mean? Stealing my money AND taking the p*ss out of me. Thanks a lot.
Customer Support: We refunded your original deposit to Neteller, nothing was stolen.
you: My $1100 winnings was clearly stolen.

I sent them several emails about this but they didn't reply. So basically they think they have the right to steal anyones winnings

They claim they are not accepting UK players but they stll do not have anything on the website that states this (only Danes are excluded), AND allowed me to select UK from a drop down menu when selecting my country when signing up, deposit and wager.

As blatent theft as it gets

 

[nafanny29]

Oh dear, this industry really does stink sometimes. That CS chat is just unbelievable.

" Customer Support: Winward has the right to change policies as per our convenience"

WHAT TOTAL BULLSHIT.

Hope you get your dosh mate.

 

[Webzcas]

Since when have UK Players been excluded from Online Casinos???

Besides if it is not stated on the website, you are entitled to your winnings, period.

 

[KasinoKing]

Oh dear indeed!
If only you'd stuck to the Meister's Accredited list - like Kiwi for example...

Don't give up on this one - these crooks MUST NOT be allowed to get away with this type of shite.

 

[caruso]

If only you'd stuck to the Meister's Accredited list - like Kiwi for example...

Or Sands Of The Carribean - another goodie.

 

[Webzcas]

They have an affiliate banner for Party Poker on their site. Since when has a reputable online casino promoted their competitors by way of an affiliate banner or any other form of advertising??

Also they are approved by The Gambling Commission! I like the list of approved sites there....

CasinoMeister are the gambling commission for real? I don't see their seal on LuckyNuggets Site for instance.

 

[Casinomeister]

KK and Caruso, please don't be raggin' on me right now. I've got enough shit to deal with at the moment. Those issues will be revisited.

Webcaz, the Gambling Commission is more or less a portal. I attend on average six gaming conferences a year - for the past five years or so, and I've never met these guys. So if they are a commission - they are very very small. Sheesh, I'm just one guy and a robot.

An email has been fired off to Winward, so I await their response.

In the meantime DD, perhaps this is justification for talking funny and driving on the wrong side of the road, eh?

 

[Webzcas]

Hmmm. Guess who I have just been talking to? Yes a customer service representative from Riverboat.

Here is the transcript:

Please wait for a site operator to respond.
You are now chatting with 'Customer Support'
Customer Support: Thank you for contacting our customer support. How may I help you today?
you: hello
you: im thinking of joining as a real player
you: can you confirm though if you have any restricted territories for your casino
you: if so which countries are they?
Customer Support: Good Morning
you: Hi good morning
you: did you see my question
Customer Support: where are you located
Customer Support: yes
you: Spain most of the time, but I go to the UK frequently
Customer Support: that is not a problem
you: interesting
you: then why have you told a player that they are ineligible to cashout their winnings because they are in the UK
you: and uk based players are ineligible to play at your casino
you: You owe the player in question $1,100
you: you have gone all quiet?
Customer Support: may I have your account ID please ?
you: I havent got an account with you - but one of the forum members of casinomeister.com has
you: I run a casino portal
you: www.onlinecasinoreviewer.com
you: I'm interested as to why you are making up terms and conditions as to when it suits you
Customer Support: then please tell the customer to contact us or send us an e-mail and we will be more than glad to forward the request to the Accounting Department in charge of payouts
you: He has done. But I will pass it on
you: thank you

 

[Casinomeister]

Strange response. Maybe someone highjacked their customer support. CS should be well versed on casino policies...

 

[Bruce Hamilton]

Maybe someone highjacked their customer support.

ROTFLMAO!

 

[Casinomeister]

My contacts at Winward are looking into this. Incidently, DD pitched a bitch about this earlier. And as most of you know, I'm doing a lot of things around here. If I don't get back to you on something, keep bugging me and I'll get to it. I really don't mind getting hammered by reminders (unless you call me dirty names).

Dirk emailed me twice. Apparently that wasn't enough

Footnote: Riverboat casino is not a sister casino of Winward according to the operators. They share customer service and financial transactions.

 

[Dirk Diggler]

If they aren't connected I'd be amazed - they've got exactly the same bonus offers and the EXACT wording of terms on both sites (except for replacing Winward with Riverboat obviously). In fact the sites seem EXACTLY the same apart from the difference in names.

They've both got EXACTLY the same affiliate scheme as well, with the contact for both being 'Roo':

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

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Oh and what a surprise, both casino's state EXACTLY the same payout for all games:

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

Link Removed ( Old/Invalid)

 

[Casinomeister]

If they aren't connected I'd be amazed - they've got exactly the same bonus offers and the EXACT wording of terms on both sites (except for replacing Winward with Riverboat obviously). In fact the sites seem EXACTLY the same apart from the difference in names.

They've both got EXACTLY the same affiliate scheme as well, with the contact for both being 'Roo':

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

Link Removed ( Old/Invalid)

Oh and what a surprise, both casino's state EXACTLY the same payout for all games:

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

Link Removed ( Old/Invalid)

I'm just telling ya what I've been told.

 

[jetset]

Casinomeister is right - this is not a Winward sister - these are the Winward group owned operations (they do carry out Support activities for Riverboat, though):

winwardcasino.com
bingohall.com
vicsbingo.com
bingoformoney.com
internetbingo.com

 

[Casinomeister]

If they aren't connected I'd be amazed - they've got exactly the same bonus offers and the EXACT wording of terms on both sites (except for replacing Winward with Riverboat obviously). In fact the sites seem EXACTLY the same apart from the difference in names...

Just over a month ago I stumbled accross Riverboat Casino (Parlay Software) who were offering a $500 match bonus as signup. I'd never had a problem with Parlay casinos before so I thought I'd give them a try. I didn't realise they were sister to Winward or I'd have left them well alone after the previous problems with them.

Hi Dirk - quick question for you. Do you check out the websites of casinos before you play? You stated that you would have left them alone if you realized that they were related to Winward. As you pointed out, there seems to be enough indicators here that they are.

I'm not trying to be critical - I just want to get inside your head to figure out what goes on when you sign up.

 

[Casinomeister]

Vortran picked up on this BTW:
https://www.casinomeister.com/podcasts/

 

[Dirk Diggler]

Hi Dirk - quick question for you. Do you check out the websites of casinos before you play? You stated that you would have left them alone if you realized that they were related to Winward. As you pointed out, there seems to be enough indicators here that they are.

I'm not trying to be critical - I just want to get inside your head to figure out what goes on when you sign up.

Yes I do as far as checking out T&C's, software provider etc. I'd played at two or three other Parlay casinos with little trouble (Worldwide Vegas, Havana etc) so had few fears really.

I didn't realise however there was any connection to Winward (who's site I'd never bothered to check in recent times due to reading about previous problems) untill they called themselves Winward in the Online Chat transcript. Only then did I check out the Winward site and notice that they were one and the same in terms of wording.

 

[Dirk Diggler]

BTW just found this on the Riverboat site:

All financial transactions are processed through our parent company: Winward Hall Ltd NSC Campus, Cork, Mahon Co., Ireland

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I don't see how you can get any closer connected than stating that Winward is their parent company

 

[schankwart]

As far as my knowledge goes I am pretty sure they belong to each other as well. I think they run under different managers but owners are most probably the same.
The statement Dirk just dug out sounds pretty obvious though.

I have not played with Winward ever since they left Boss so am not too sure what to do at this point. Patience is most definetely requested here again though... And if you get lucky things will get sorted rather soon.

Good luck, my friend.

 

[paul1]

I'm pretty sure this is the Riverboat Casino that used to be Boss Media Software. They were part of the Cyber Croupier Group, I believe, like Mini Vegas, Oriental Casino, Mens Vegas, etc. It seems to my memory that they "jumped ship" at least a year ago, about the time when several others left Boss Media.

 

[Casinomeister]

Yes I do as far as checking out T&C's, software provider etc. ....

Dirk, Dirk, Dirkity-dirk,

Let go of your mouse - hold your right hand in front of you and slap yo' self upside the head, man.

Always - always seek as much information out as possible that is on their website, and keep abreast with what goes on here:

https://www.casinomeister.com/accredited-casinos/
*Don't play at sites that use the phrase "Legally licensed and fully insured".

Link Removed ( Old/Invalid)
Riverboat Casino is legally licensed and fully insured.

There is a reason why I suggest that players do not play at casinos that state this. I have been highly critical about this term mainly because it's misleading. Legally licensed? What type of license? Insured? What is insured and by whom? This is ad copy from the early days of Safebet and RTG.

Anyway, these are indicators that there may be problems down the road...

Now, I'm really puzzled at what is going on. I have been in contact with one of the casino reps who is looking into this. Unfortunately, he is out of town at the moment and won't be returning until Monday. So you may need to chill till then.

Concerning the links to Winward, another puzzlement - but Winward is a good outfit. They have a high profile and are well funded. I've met these guys a couple of times and they seem to have their act together (besides having this lame claim on their website).

I was in contact with their support last night about this, and they said this "ban" has been going on for about six months. They should be updating their T&Cs soon

I asked what if a UKer had deposited during this time and lost? Would they be able to claim their losses. The CS rep said for those individuals to contact customer support.

Very odd....

 

[Dirk Diggler]

Just received a payment of $1100 to Neteller from Winward

Cheers for your help Bryan and everyone else

 

[toofast4u]

good job Bryan!!

Hey, I am going to open a casino, and ban all the countries that win, thats a new one, haha

 

[schankwart]

This is excellent and I am very happy to see this "old school" withdrawal-delay being resolved.

Buy yourself a brew from that money to enjoy the moment...
And you will still have enough funds left to buy more later.

 

[eichmann]

winward closed my account a year ago on the grounds that they no longer accept australian players. Of course they were quite happily letting dozens of others in australia open accounts, This country of origin clause seems to be something they invent and use whenever it suits them