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Road House Reels problem....

Discussion in 'Online Casino and Poker Complaints - old section' started by GOCC, Jan 2, 2006.

    Jan 2, 2006
  1. GOCC

    GOCC Banned User - violation of <a href="http://www.cas

    Occupation:
    Housewife
    Location:
    UK
    Sorry about the harshness of the title but it is a fact.

    I joined them in early December and played their sign up bonus of 100,150,200,250 deposits getting 100% match. I still had te 300 deposit match to do but went on vacation. Before I went I did recommend them to someone. When he was going to play, he saw the Terms and Conditions had changed for GBP players so he emailed them. The email exchange is on the another Road House Reels thread.

    On my return from vacation I emailed them the following:-

    I joined your site before 15th December and notice that you have now severley restricted play.

    However, before I deposit anymore money I wish to clarify EXACTLY that if I deposit 300, wager once, I will receive 300 bonus.

    I then need to wager 9000 (X15 as it was when I joined) on slots and then I will be able to withdraw.

    i have a screen shot of the terms and conditions when I joined and the ones now.

    Please reply ASAP as I phoned customer support but that was a waste of time as I was on hold for 35 minutes


    to which i received this

    Thank you for your mail.

    I do apologise for the delay in getting back to you.

    Please note this 5th match will be honored, however the wagering will be
    20x the bonus + purchase.

    Kind regards and happy new year.
    Dean Costa


    Excellent, though I wasnt happy about the 20X wagering but never mind. So I deposited 300 and after 5000 of wagering, I was on 92 (-208) so I stopped and waited for my bonus.

    After 2 days it hadnt arrived so I emailed them the following

    Hi
    I have deposited 300 and wagered it through but still not received my bonus. Please can you credit this As Soon as Possible please


    They replied

    Thank you for your mail.

    Due to the recent rise in fraudulent activity on our casino involving the British Pound,
    we cannot allocate any bonuses to players using this currency.

    Please do not take this as a being a personal attack on yourself,
    it is purely a matter of fraud in the country.

    We look forward to hearing from you in the future.

    Have a happy new year!

    Warmest Regards

    Vince Crosse
    Support


    This is not like the case of The grand prive saga wher bulk emails have been sent out. This is just basic theft. They told me I could play. I specifically asked the point to ask if I was still elegible. I then lose over 200 of my own money and then the WHELCH on the agreement.

    Well Im sorry but that to me is just intollerable behaviour and with the way other people are having probs with this group, they should be rogued or at the very least, put a caution on them.

    What do I do now. I notice that they do not have ecogra on their site unlike their sister casinos. This is leaving a VERY BITTER taste in my mouth:mad:
     
  2. Jan 2, 2006
  3. bonustreak

    bonustreak Senior Member webmeister

    Occupation:
    webmaster
    Location:
    Home Office
    Don't be sorry! Clearly you were not out to fraud the casino as you played SEVERAL TIMES in the casino, this is another case of the casino changing the rules to suit their own needs AFTER the fact they took your money!

    When then seen you deposit in British Pounds did they hault your play and send your money right back to you and explain that you cannot at this time play due to severe fraud, NO they kept your money and acted shady!

    Shame shame on them I say!
     
  4. Jan 2, 2006
  5. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    RHR is too new (possibly) to have yet passed the seal requirements, but the group to which it belongs and its management have committed to eCOGRA standards.

    I therefore believe that eCOGRA would be very interested in getting the detail on this issue, which appears to indicate at best screwed up and inefficient management decisions and at worst downright dishonesty.

    I would submit a complaint at You must register/login in order to see the link..
     
  6. Jan 2, 2006
  7. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Sorry, but as administrator, I've opted to rename the thread so that the operators will not be intimitated to respond.

    Nevertheless, taking this posting at face value - the actions of the casio are unacceptable. The reneging on this "agreement" along with the other thread is most troubling:
    http://www.casinomeister.com/forums...aints/10608-casino-grand-bay-can-kiss-my.html

    I await their response on this.
     
  8. Jan 2, 2006
  9. GOCC

    GOCC Banned User - violation of <a href="http://www.cas

    Occupation:
    Housewife
    Location:
    UK
    Bryan
    I hope you saw my title as a factual statement and not a slapdash whinge. I do understand you changing it though.

    This quote of abuse by GBP players truely amazes me. It is a 100% bonus with a 15x (now 20x) on slots. The problem that they have is US players playing in GBP. It is not our (UK Citizens) fault that the strength of the pound against other currencies is detrimental to their P&L,
     
  10. Jan 2, 2006
  11. GOCC

    GOCC Banned User - violation of <a href="http://www.cas

    Occupation:
    Housewife
    Location:
    UK
    Well im stumped now as to what to do.

    I emailed them last night at 2am and still have not had a reply. I phone and I am on hold for over 30 mins which is no good.

    I read that players are having problems with Casino Grand Bay which is a sister casino. I emailed and asked if I was OK and told yes so this IMVHO is even worse than the CGB situation.


    I also note with interest the following

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

    All the casinos in The Grand Prive group have expired ecogra seals. Is this just and administration error on ecogra that they have not updated their site or is there a real problem with the group as a whole:what:
     
  12. Jan 2, 2006
  13. winbig

    winbig Keep winning this amount. webby PABnononaccred

    Occupation:
    Bum
    Location:
    Pennsylvania
    I remember reading a thread not too long ago and it mentioned that the site hasn't been updated for awhile....may just be nothing :)
     
  14. Jan 2, 2006
  15. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    The word "renew" on the site is a misnomer that may be causing the misunderstanding, I believe. I think it should probably be "review" because although the "Play It Safe" seal can be revoked by the Board at eCOGRA, it does not "expire" as such.

    I believe the "renew" date refers to the date on which the particular seal holder falls due for its annual review, which is another on-site inspection by the Audit Panel to re-check systems for compliance with the eGAPs. The holiday period has probably disrupted that schedule, or for all we know the review may already be in progress.

    If it is, I hope the inspectors are paying attention to this and other threads on this group - their operations are clearly not efficient.
     
  16. Jan 2, 2006
  17. GOCC

    GOCC Banned User - violation of <a href="http://www.cas

    Occupation:
    Housewife
    Location:
    UK
    First of all, thanks for your input in this Jetset as well as others,

    The thing is, the seal was up for renewal in December 2004, not 05. Would this still be relevant. Is it worth be dropping them a line with my situation
     
  18. Jan 2, 2006
  19. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    That is interesting, and I cannot explain it.

    I believe it is definitely worthwhile submitting a complaint on your issue at You must register/login in order to see the link., and I would include this "expired" seal entry in your submission so we can find out what that is all about.
     
  20. Jan 3, 2006
  21. GOCC

    GOCC Banned User - violation of <a href="http://www.cas

    Occupation:
    Housewife
    Location:
    UK
    Submitted a complaint as suggested. When I here someting I will let you know
     
  22. Jan 3, 2006
  23. GOCC

    GOCC Banned User - violation of <a href="http://www.cas

    Occupation:
    Housewife
    Location:
    UK
    Bryan
    I have pitched a bitch. They are still ignoring my emails. I have sent 3 in the last 2 days with out the basic decency of a reply.
     
  24. Jan 3, 2006
  25. Daffy

    Daffy Experienced Member

    Occupation:
    middle management
    Location:
    Dallas,TX
    I predict you will eventually get this bonus...don't give up. Grand Prive has a history for temporary ineptness...but not blatant dishonesty.

    RHR seems to stumble around until a manager (decision maker) gets involved.

    With your email conformation in hand for the $300...they don't have a leg to stand on...ask for a manager.

    Good luck,

    the dUck
     
  26. Jan 4, 2006
  27. GOCC

    GOCC Banned User - violation of <a href="http://www.cas

    Occupation:
    Housewife
    Location:
    UK
    I sent them this :-

    From: Sent: 03 January 2006 11:02 PM
    To: RR Support
    Subject: Re: RE: Bonus


    Thank you for your continued arrogance and repeatedly ignoring my emails. This just motivates me more in pursuing this to my conclusion.

    I have now files a complaint with ecogra. Even though you are not registered, your sister casinos are.
    I have pitched a bitch on casino master and will keep the thread on the first page of te forum untill a conclusion so that the rest of the community can see what is happening.


    Kind Regards


    And they reply with this:-

    Dear

    Thank you for your email. I would like to apologise for the inconvinience all of this has caused you.
    On the 15th December 2005 our Terms and Conditions were modified based on the risk report.
    After careful review of your account, I realised that you joined the casino before the new terms were effected.
    I am glad to say that after discussion with our risk department and supervisor, you have been credited with a 100% 5th camp bonus of $300.00

    I hope we have cleared the air on this issue


    Happy gaming

    Charlie Turner
    Customer Support



    While I have got exactly what I anted, It has taken 5 days, 6 emails that went unanswered then as SOON as I tell them I have filed with ecogra and PAB here, they give me the bonus. Now I have to, as a courtesy to the others, fire off emails saying its sorted
     
  28. Jan 4, 2006
  29. tombomb

    tombomb Dormant account

    Location:
    right here
     
  30. Jan 4, 2006
  31. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    Genuinely pleased that your perseverance has paid off, GOCC and that you have received what was yours at the outset. Congratulations on your tenacity and determination, although I suspect it may be awhile before you forget the cavalier and inefficient treatment you received at the hands of these people.

    Unfortunately, this does not address the central issue here - and that is that these clowns have still to email ALL players involved in their bonus debacle and set things to rights.

    It should not just be the "squeaking wheel" (no personal reference GOCC!!!) that gets the oil - these people clearly screwed up bigtime and it now needs to be addressed in a fair and honest manner - hopefully in quick time now that the managers are back from holiday (sigh)

    Perhaps other players prejudiced by this situation will post if and when they receive emails seeking to sort this out so that we can monitor the situation in case more of their marketers think it will "just go away".

    I think I have the answer to your question regarding the "seal renew" date, too.

    I'm told by eCOGRA that this is the date by which the eCOGRA independent directors schedule re-approval of the seals following an annual review, however it's very difficult to stick to a rigid timetable due to occasional extraneous and unforseen delays caused by things like moving to new locations, opening new operations, changing suppliers and other issues that can affect the outcome of the inspections. For example, CON's review date fell in the middle of their listing period, but inspection teams digging around onsite at this sort of critical business period would have been impractical and the review had to be moved out a couple of months.

    Work that could be done remotely without CON's direct involvement was done on time and the rest of the work was completed in November.

    Once the review work is completed, a comprehensive report (typically about 100 pages) is prepared by PwC as the auditor, but this is sometimes delayed due to their own resource issues, although they will informally flag for the directors' immediate attention any critical non-compliance found during the course of the review.

    This report is then sent to the independent directors, who consider any deficient or adversely reported areas that may have been discovered during the review, and remedial actions taken. This in itself often involves additional investigation and explanation from the eCOGRA CEO who is the operational link.

    Only once every issue is addressed to their satisfaction will the directors reissue the seal. In the case of the "expired" seal you pointed out, those operations have apparently been reviewed in 2005, but the audit report from PwC has not yet been completed. Only when the above process has been completed will the "renew" date be changed on the site.

    The current furore over this group's clearly badly mismanaged bonus activities will no doubt be receiving attention based on actual complaints received.
     
    1 person likes this.
  32. Jan 4, 2006
  33. barb007

    barb007 Dormant account

    Occupation:
    Forum Owner - Webmaster
    Location:
    PA - USA
    All three casinos say this

    Seal Approved : 14 January 2004
    Seal Renewal : 2 December 2004

    Does this mean that they have been using an expired eCogra seal for nearly 2 years now w/o renewal, or am I misreading this?
     

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