Rivernile Casino double charged me...

[eggyokio]

I purchased casino credits on March 30, 2004 in the amount of $60 using my Payspark account. The day after, I checked my Payspark account balance and found that the casino had charged the $60 twice. I emailed the casino about it and sent them a copy of the my statement showing that I was double charged, that was on March 31. I received a reply from support@rivernilecasino.com the following day (April 1.) They asked me "where do you want your money to go? In your casino account or back to Payspark?" I replied asking them to return it back to Payspark. I never heard anything from them after that. During the course of the month of April, I sent a total of 5 emails in regards to the double charge and didn't get ONE response. I also called their support phone number several times and was told each time (4 times,) to call back "the manager isn't in." Well, finally 2 days ago, I called and spoke with a gentleman in the accounts department. He went over my account details and agreed that I was indeed charged twice. He started looking through email folders to find my queries. He found them. He said that since I had changed ISPs (and email addresses,) this was the reason why I didn't receive a response. I'm not certain this is neccessarily true because my first email that WAS answered, was from that NEW email address. Anyway, the gentleman said he would forward the emails that I had sent to the manager and notify her that I still haven't been paid. He also told me to call back the next day to make sure the manager didn't need any further info to refund my money. He said she might need my Payspark account number. Huh? That makes no sense. He left off stating that as soon as he hears anything back from the manager he will email me and let me know. I don't understand why they keep passing the ball. I should have received my money by now. I'm beginning to think they are just giving me the run around in hopes I will forget about it. I know it's only $60, but it's the principal of it. It's my doe. Anyone experience anything similiar? If so what was the end result? I've been gambling online for many years and this is the first time I've ever really run into this kind of problem. I am in no way trying to discredit Rivernile at this time. However, it's been almost a month now and I am starting to lose my patience. I thought maybe if I post the situation here, the casino might give me the attention I deserve.

 

[jpm]

Complain to payspark too and send them a copy of the email you got that confirmed you were double charged.

 

[eggyokio]

ahh!

Thanks, jpm, excellent idea. Will do that right now

 

[jpm]

No problem! Please keep us posted as to what happens.

 

[hhcfreebie]

This casino is recently been approved by eCOGRA.
You can file a complaint to the eCOGRA with their website:

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

I'd like to see how fast they address your issue here.
To be honest, I think eCOGRA might be just another market tools. I hope they can prove me wrong.

 

[eggyokio]

thanks anyway, but...

If I was, which I may look for third party help. I would MUCH rather 'pitch a bitch' with casinomeister. I am a bit gun shy about giving out info to places that I am unsure of. On the form at that website you listed, they ask for your address, etc....red flag for me. But thanks just the same for your suggestion,
hhcfreebie

 

[jpm]

I don't think you understand, eCOGRA is a newly formed 'regulatory' authority that has a certification process that casinos must go through in order to get their seal of approval. They are there to do, among other things, exactly this, resolve disputes between players and their member casinos (of which Riverbelle is one). Don't fear giving them your info, they are there to help you.

 

[eggyokio]

Oh,

You're right jpm, I didn't understand. In hhcfreebie's post he/she said they weren't sure if the site was another 'marketing tool.' This is why I said I was gun shy. I wasn't aware that Ecogra had a good reputation. Thank you for clarifying that! BTW....Payspark has already responded per your suggestion to complain to them and are investigating it for me now. Thanks again jpm. And, sorry, hhcfreebie, that I discredited your suggestion. In this case I didn't know any better

 

[jpm]

Wow! I'm impressed by the response of payspark. That was FAST. Now I'm curious to see how quickly they can resolve it.

 

[eggyokio]

Wow! I'm impressed by the response of payspark. That was FAST. Now I'm curious to see how quickly they can resolve it.

As I am as well, impressed, that is. I feel a whole lot better knowing that Payspark is on the case. They replied in under 20 minutes! Hopefully, I will get my money very soon. I will definitley let you know.

 

[jetset]

Eggyokio, regardless of whether Payspark resolves this, I would not be happy with the manner in which River Nile is screwing you around judging by your posts here.

This is not the sort of behaviour that is acceptable from an eCOGRA Seal casino, and as you have not received satisfaction at casino level I urge you to use the link supplied by hcfreebie and submit a formal complaint to eCOGRA. I assure you that it will be treated with respect.

Please take the time to report back here on the manner in which your report is handled as there are as you have no doubt noticed those that are cynical of eCOGRA's motives. I do not think they are right, but I would like to see a few practical case results to test eCOGRA commitment and efficiency on disputes.

 

[eggyokio]

okie doke...

I will go ahead and submit a report to Ecogra and will let all know how it was handled. I do agree. The casino's treatment towards me is unacceptable. I was hoping for the matter to be cleared just between myself and the casino. But you are right, they've left me no choice. Still haven't heard so much as a peep out of them. Thanks for the push, jetset

 

[LRDell]

I don't think you understand, eCOGRA is a newly formed 'regulatory' authority that has a certification process that casinos must go through in order to get their seal of approval. They are there to do, among other things, exactly this, resolve disputes between players and their member casinos (of which Riverbelle is one). Don't fear giving them your info, they are there to help you.

I had a very serious issue Riverbelle and Golden Riviera involving a discrepancy in the description on payout of a slot (Carnival) and the actual rules listed in the 'help' section. The way the actual rules read, I should have been paid on many spins I was not paid on. I had gotten nothing but run around and no answers, so I contacted eCOGRA. They immediately got involved and got the issue settled with Riverbelle and Golden Riviera followed suit. Turned out the rules were written wrong by MG, so they got me paid (over $600) and subsequently changed the written rules. So eCOGRA gets two thumbs up from me!

 

[eggyokio]

GREAT to hear LRDell! Thank you for sharing your experience with Ecogra. I appreciate it, as I'm sure others will as well.

 

[eggyokio]

Thank you

Just wanted to let everyone know that my problem with Rivernile Casino appears to be resolved now! First, I received an email from Payspark who said they had contacted the casino and they agreed to refund my money. The double charge was a result of a 'timeout' when purchasing. In other words, and this is true, when I first went to purchase the original $60 the system froze and I had to log off and log on again to get my casino credits. So that is why I was charged twice. Second, I received an email from Rivernile asking me for my Payspark account number. BTW.. these emails came when I was sleeping! Third (and this is the doozie,) I was awakened early this morning by..yup you guessed it, Rivernile. They were very nice and apologized several times and explained the 'timeout,' etc. They said I should have my money back by tomorrow and they are adding an additional $20 for my trouble. Well I knew then they must have been contacted by Ecogra. Hung up the phone with them, came online and found that ECOGRA DID in fact contact them! Holy FAST, batman! I just wanted to say THANK YOU to everyone who responded to my posts and offered up such great suggestions. Both Payspark and ECOGRA really came through for me. I would definitley recommend others to ECOGRA for casino disputes, they are who they say they are and they do what they say they are gonna do. Also, thank you to Casinomeister for providing such a great place where the people are VERY intelligent and informed. I look forward to being a permanent fixture here

P.S- I am not completly closing my case with Ecogra until the money has been returned safely back to my account. But I have a hunch it'll be there very soon

 

[jpm]

That's great news, I'm glad to hear you got it resolved. Too bad it took getting Payspark & eCOGRA involved in it to actually get them to do something though. It should never have had to go that far.

 

[eggyokio]

I agree jpm. I usually stick to the oldie casinos, ones that have been on the net for longer than 10 minutes. But, I made a few deposits there and enjoyed their new viper software. Before all this happened, I had considered playing there regularly. Now, however, I'd be afraid that if I won something worth cashing out, I'd have to go the same route as this one. But seriously, thanks again for all your help, jpm. :notworthy

 

[jpm]

My pleasure, glad I could help! Hope you have good luck wherever you end up playing!

I agree jpm. I usually stick to the oldie casinos, ones that have been on the net for longer than 10 minutes. But, I made a few deposits there and enjoyed their new viper software. Before all this happened, I had considered playing there regularly. Now, however, I'd be afraid that if I won something worth cashing out, I'd have to go the same route as this one. But seriously, thanks again for all your help, jpm. :notworthy

 

[eggyokio]

Wow, thanks, good luck 2u2

My pleasure, glad I could help! Hope you have good luck wherever you end up playing!

 

[eggyokio]

Just an FYI, received my money today Too bad I had to wait a month