Royal Vegas/Prima Poker accusation of collusion

[POlka78]

Today i loggend into my Royal Vegas account only to witness that it is locked. I immediatly called the support hotline to see what was the reason for that. i had the suspicion that the locking was connected to a recent withdrawel request @ royal vegas Poker.

The member of customer care told me that they had nothing to do with the locking of my account and that Prima poker locked it due to the accousation of collusion, he even told me the alias of the player. Indeed he is a close friend of mine and we play at the same tables very often(btw not really hard if you play low stakes full ring limit at prima since usually there are only 1 or 2 full ring tables open).

My point is that the support member told me that there is nothing they can do because the account got locked from Prima. I faild in finding a support nummber for the network, any help appreciated. Beside the fact that i cant play right now i even cant cash out my funds.
I requested the handhistorys on wich the accousations base.
i already filled in a despute mediation with the eCOGRA.

any further hints or help appreciated.

btw sorry for my mediocre english

 

[pokeraddict]

Your English is fine. I cannot imagine trying to post in a forum in another language so you did great.

As for Prima this is a problem the network seems to have. When the network decides there is some reason to lock an account it is indeed beyond the control of the skin. There is a Fortune Lounge (Royal Vegas is a brand under FL) rep in this forum that you can PM to see if they can give you info on contacting a higher up. The only contact info I found for Prima is a sales contact which is likely useless for this situation.

eCOGRA is a good start. IMO Prima needs to have some sort of customer support above the level of the skins since they seem to often make decisions beyond the control of the skin operators. I wish you luck and hope this does not become a nightmare.

 

[POlka78]

Thank you for the hint with the rep.
So far royal vegas support was really nice and helpfull, but in the end only the outcome is what counts.

Hi xxx

Thank you for your e-mail.

I have sent through a request, to have a full audit done on your account, by Prima Poker, with regards to the collusion issue.

Once we have received feedback from them, with regards to this, we will contact you and inform you of their findings.

Should you have any other queries, please do not hesitate to contact the Poker Support Desk.

Thank you for playing with us.

Kind regards

Garreth

Poker Support Desk

I update the thread as soon as i get a feedback from prima

 

[winbig]

I think you'll come out fine on this, judging by what you've said. I think it's just a case of automatic flagging gone bad.

 

[sweetdenny]

Not looking good

Im afraid i dont agree with winbig here i dont think you will get your account unlocked or see your funds again. I have had same situation that you have been in with prima and they do not budge i would get used to the money being gone if you do get your money back consider it a bonus. Your saying you were playing low stakes so hopefully you wont have much money taken away.

 

[winbig]

Another good point, but if all that happened was the same players at the same table frequently, prima really doesn't have a case...it's purely circumstantial.

 

[The Dude]

Are you aware that there is a Prima Poker rep here?:
https://www.casinomeister.com/forums/members/

Please PM him with your problem and perhaps he can help. Thanks!

 

[POlka78]

I really want to thank the nice community here at Casinomeister.
My account is unlocked and working perfectly fine.

I really have to say that Royal Vegas/Casino Desk made an lasting impression on me with their friendly and proffesional attitude. Within hours of escalating the Case they made prima look in to their logfiles forwarded my statement and induced Microgaming to unlock my account.

Two Thumbs up!

 

[sweetdenny]

Nice one

Glad to see i was wrong and you have gotten your account unlocked looks like prima may be finally changing their ways.

Responses in hours is very new i was told reponses from prima could take 3 months glad to see this has changed.

Im awaiting news from the prima rep on here so hopefully the new prima will be able to assist myself.

 

[winbig]

Glad to see i was wrong and you have gotten your account unlocked looks like prima may be finally changing their ways.

Responses in hours is very new i was told reponses from prima could take 3 months glad to see this has changed.

Im awaiting news from the prima rep on here so hopefully the new prima will be able to assist myself.

I think it's more on the poker room itself and how agressively they take it up with Prima...

Hopefully I'm wrong on this one, and the Prima rep here will be able to help you.

 

[sweetdenny]

Possibly

Yes it could be down to the room itself but prima has changed in that they now have a rep on here and they are therefore more approachable.

It was the case that only the poker room managers could contact them therefore if you got a bad manager you were stuffed.

When a player cant contact the company dealing with and locking there funds directly it is a bad way of doing buisness glad to see prima have started to address this as i know it was costing a lot of buisness.

Also as i said glad to see some common sense prevailing something that has been lacking with my case.

 

[pokeraddict]

Are you aware that there is a Prima Poker rep here?:
https://www.casinomeister.com/forums/members/

Please PM him with your problem and perhaps he can help. Thanks!

I did not know that. I will certainly keep that in mind for future reference.