I treat with people with respect until they start lying through their teeth - at which point, I crush them. And I thank you for providing me with an entertaining task in my (embarassingly boring) life.
You are about to be crushed. Liars are scum. And I'm calling you out and, when finished, you will be shamed publicly.
However, once the player began to deposit in $1,000 increments, our Risk department in Costa Rica flagged the transactions as potential Fraud, after he had deposited a total of $3,000.
Firstly, your software limits max deposits to $1000. If you were competent, you would know this.
Secondly, I went out of my way to send you colour scans of my passport, utility bill and internet banking live screenshot showing all my CC details and some recent transactions to Moneybookers.
Thirdly, you list large payment processors like Moneybookers and Click2Pay on your site when you have no relationship with them. Explain why you do this, and have done this (I have since learned) for many, many months - when you have no relationship with Click2Pay or Moneybookers, why have you listed them as deposit options for 6 months or more?
This player was playing from what appears to be somewhere in South East Asia, using a credit card from the United States, and is an Australian citizen. This raises not several but ALL the red flags for our Risk department.
I'm a professional poker player - I travel all over the world. Not once, but TWICE before depositing I CLEARLY stated I was in Thailand on holiday.
I also clearly stated I am Australian.
My credit card is an Australian credit card from an Australian bank - and has nothing to do with the United States.
Your Risk department is a joke - your CS is a joke - and you are a joke.
In addition to these red flags, once a more thorough check was done using iOvation and some other tools we have, it turns out that this player has charged back at other casinos as well and this was when Risk suspended his account.
This is a disgusting lie and I will crush you for it. I have never, in my entire life, charged back a CC at any online casino in the entire world.
Present your iOvation "and some other tools we have" evidence, which you cannot do as we both know it does not exist - and then slink away to the Pit of Shame where liars like you belong.
Nice gamble - but massive fail. You will now look like a lying fool. I credit the play (which I realise it took you multiple days of frantic brainstorming to come up with) - but you gambled and lost. Now you'll accept the shameful consequences.
You were a desperate fool to gamble on this claim - which I'm sure you decided to gamble on based on my chat transcript where I tell your moron manager that I have charged back before. I've done chargebacks (when my bank mistakenly sent an active replacement CC I did not request via Philippines Post - which is lol and was charged out probably about half an hour after it landed in the country by a Philippines Post employee - VISA investigated it, my bank apologised profusely, and all charges were refunded to my card within days).
The only other time I have charged back on a CC in my entire life was when I lost my credit card in 2002 and a few hundred dollars of 7-11 purchases were charged to it before it was deactivated.
I'm not going to lie. I'm grinning from ear to ear at how stupid and angry you must be at yourself for gambling like this and failing so miserably. I would hate to be you right now as you read this. Oh, sweet sweet justice.
The way our system works, only once a transaction has gone through can we analyze the player and attempt to determine if we are dealing with a case of fraud (which is for the players' protection, as well as ours and our affiliates) or simply just irregular behavior. It's impossible to manage risk in real-time as if we did so, the player would be kept waiting for several minutes for their transaction to be approved. Most people lack the patience for this and would simply move on to another Casino. As such, it was only until he had deposited $3,000 (the third transaction) which is the pre-screen limit for $1,000 deposits, did risk determine they needed more information.
You either haven't read the chat transcripts as you claim you did or you are high on something a lot stronger than Vicodin.
You do NOT need to wait until a transaction goes through to determine potential fraud - how stupid are you, exactly? If fraud is suspected, you can request ID, utility bill and credit card scans before processing the transaction.
You manager told me to deposit $5000 for a 200% bonus. When his incompetence was no doubt flagged by your so-called "Risk Department" - and his lies became more and more obscure - I gave the option of returning my funds to the card.
This is AFTER I sent through high-resolution colour scans of my passport, utility bill showing proof of address and evidence (impossible to forge) showing the credit card in my name was actually mine and not belonging to another person of the same name.
but our rep was very clear in stating that the process would take 24 hours due to the location discrepancies.
Stop lying - it's getting embarassing for you. Read the transcripts. Your rep clearly stated that once I sent the scans, I could then deposit more.
He also clearly stated that he was "crediting the bonus now".
(OG using Michael's chat - seriously, get some half-decent chat software, you morons, with 'advanced' features like the ability to transfer chat to another operator)
Michael 00:05:07
AND im giving you bonus now
It's important that everyone understands that due to the sheer volume of sign ups we are dealing with, it's impossible for any online casino to perform full due diligence on a player in the seconds it takes for the first few transactions to be processed. It is within the first few deposits that the player is sent to Risk and a fraud analysis is done. When our rep made his initial offer, he did so under the assumption that the player would clear Risk, which he must constantly assume in order to perform his job. There was no malicious intent here and any player that deposits in $1,000 increments is a player we'd very much like to have on board with us. Risk was afraid of this player charging back in large amounts (which he eventually did without giving us a chance to return his money).
It is important that you stop treating the readers of this forum as if they were stupid. They are not. The chat transcripts speak for themselves. I was lied to over and over. I was screwed around, dealt with in a manner so unprofessional it was almost amusing, and then I calmly gave you 3 reasonable and logical options.
1. Fulfill your promise.
2. Renege on your promise and return my deposits - I had not played a single hand.
3. I would charge back.
At this, your drunk manager abused me and told me he loved me and insulted me over and over. I then went and had lunch and some wine, and slept for the afternoon.
Upon waking, I had an email from your Security saying all my documents had been certified. I emailed Rome in response and received no reply for 12-16 hours.
I then tried to login to my account to use Live Chat to find out what was going on - only to find my account had been locked. This is theft - you incompetent joke.
It was, AT THIS POINT, when my funds had well and truly been stolen - that I could be bothered actually charging back my card. Note this point was over 24 hours AFTER I'd warned I would charge back unless the lying and nonsense ended. 3k is not exactly an amount that motivates me to do much. Charging back, and punishing you for gross incompetence, unprofessional behaviour in EVERY aspect of your operations, and theft of my funds by locking my account and refusing to answer emails...was the motivation to make the call and charge back.
The player was then contacted over the phone by a rep, and told that the account would be frozen for 24 hours, so that we could look into the situation and make an informed decision regarding the account. This was not up to the rep, who had the best of intentions, and fully intended to credit the player with the bonus. As this player has proven, and seems to be quite familiar with, chargebacks are a huge issue for any online operation (including all non-gambling e-businesses as well).
This is a complete lie. Many hours, maybe even a day or more, after charging back my card and posting the OP of this thread, did Mark phone me begging me not to charge back, saying he had fired OG and apologising for the way I was treated. I told him there was nothing I could do.
I can only smile as you are either dropped by your processor or % vig raised to the point where CC deposits kill your margin - as it seems no major turnkey payment processor like Moneybookers, NETeller or Click2Pay will work with you.
1. Please explain why the above 3 companies will not work with you? They work with EVERYONE.
2. Please explain why you continue to list them as deposit options on your site and in your cashier for 6 months without actually being able to accept deposits from them.
3. Please explain why, after so many days of panicked brainstorming, that this joke of a post is the BEST damage control you could come up with.
Before Risk even had the opportunity to perform an analysis, this player charged back the entire $3,000, despite our rep repeatedly promising a refund in full, using any payment method we offer, as we are obviously not interested in chargebacks. We also would have honored the deal offered by the rep once Risk had all the necessary information.
Again, a complete lie. And the fact that I can so obviously prove you're lying by amounts of time so relatively huge in disparity makes me wonder if you're just a crackpot. You couldn't possibly be this stupid, could you?
Risk emailed me verification confirmation. I responded with an email asking what was going on.
I received NO REPLY for 12-16 hours.
I then tried to login to my account and it was locked.
Then I called my bank and charged back. They were horrified at your company's behaviour and insisted on canceling my card as your company held the CC number and all info. They then said they would initiate the charge back process the minute the transactions showed on their system.
Mark then called me many hours AFTER all of this - apologising first, then insulting my intelligence with idiotic threats. I calmly explained to him I had given him literally SO MUCH TIME to rectify the horrible mistakes made, and instead was ridiculed by his staff and my account was then locked with CS refusing to answer emails. When he continued his hysterical threats, I told him to shut up and hung up on him.
Later than day, or maybe the next day, I called my bank to confirm the charge backs were being processed - and was assured they were.
After reading the chat transcripts, I can see where this animosity stems from but we have been trying to make this right from the moment risk suspended his account. He simply never gave us the opportunity.
The moment Risk suspended my account, I was insulted and lied to endlessly by your manager.
I was ignored over a VERY long period of time by your CS Email Support.
When I eventually logged in to use Live Chat, you had locked my account.
THAT is what you call "trying to make this right from the moment risk suspended his account"?
I have encountered many types before in this industry, liars and thieves and unethical operators - but never before someone who will be as easy to crush and embarrass as you. Intelligence-wise, you're almost unworthy. But because you lied about me (and I take that VERY personally), I will enjoy the process of destroying what little reputation you have.
Let's play.
However, I want to publicly, personally, and profusely apologize to this player for putting him through all of this aggravation. However, the combination of the failure of our CS team, and the player's lack of patience has created this debacle, and as such we can only claim responsibility for things we have done wrong.
Apology not accepted. You lied over...and over...and over...again in this post, both about me personally and about the timing of my actions - and you're stupid enough to think that lies like this will be allowed to slide?
but the player must also take some of the responsibility since at the end of the day, considerable damage was done to us and intentionally so by the player.
Yes. My valuable time was wasted and I was lied to multiple times and insulted and offended by your manager - who Mark claimed he fired, but whom you now admit has not been fired.
You need to fire OG, Mark and yourself - for gross unprofessional misconduct and disgusting behaviour at every stage of this debacle.
If we could, we would allow all transactions through the gate with no screening whatsoever but then we wouldn't be in business very long.
I have a pretty strong feeling (call it a premonition) that you won't be in business very long - and it has nothing to do with CC fraud risk.
Josh, had you come on here and done the following, you would have acted in a manner worthy of respect:
1. Apologised for the disgusting way I was treated by your Manager in Chat.
2. Apologised for the waste of my time and offered compensation for that time wastage.
3. Provided evidence of OG's instant dismissal.
4. Provided evidence that you had taken steps to ensure no future players experience such disgusting, unethical and incompetent treatment at your casino ever again - this would involve a complete revamp of your entire operations and multiple staff firings and replacements.
5. Personally apologised and accepted your failure as a (what are you, exactly?) operator or manager or part-owner or whatever in setting up a casino in which such a situation could occur - and provided assurances you would replace your "relaxing weekends" with actual work at your place of business to ensure the business was operating smoothly as opposed to the shambles it is (assuming you are even capable of a leadership role in this industry, but which I believe this post proves beyond all existing doubt that you are not capable or competent or worthy of any kind of operational role, let alone a management role).
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I have ordered you to provide a number of things you cannot provide because you gambled and lost on the charge back claim. So you're pretty much screwed gameplay-wise.
But if you are brave enough to admit you gambled and lost, I will forgive your defamation against my character and credit you with the play under mitigation of the fact that you're desperate and panicked.
If you don't, we get to have a fun little game - which, like a casino game, is somewhat rigged in my favour (IQ points wise, and also because I have ethics and you, apparently, do not).
