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Resolved Royal Vegas support issues

Discussion in 'Casino Complaints - Non-Bonus Issues' started by SAunnyS72, Dec 12, 2011.

    Dec 12, 2011
  1. SAunnyS72

    SAunnyS72 On a Break

    Occupation:
    Entrepreneur
    Location:
    Australia
    [Max says: this post originally appeared in Jackpot City Withdrawal Question, a two year old thread. Since the OP elected to mash the two topics together in the original post I've gathered it all together here. :rolleyes: ]

    I have withdrawn twice now... both within a week or 2 tops. First one was 6.5k about 6 months back and last one was about 47k 2 weeks back. The 47k took a bit longer but understandably so as they had to check the documents so that MY money only comes to ME.

    Cant praise these guys enough.

    Oh and a Big Special Thank You to My VIP Support Grant S who keeps me happy here ( Jackpotcity & Gaming Club).

    BTW: DO NOT PLAY ROYAL VEGAS. I SPENT OVER 5K there last week and I will post another thread how they swindled me on free spins on Multi-player Isis @ 185x $2 and support didnt even get back to me at all after I was on the phone with them while this was happening. BAD BAD CASINO!
     
    Last edited by a moderator: Dec 12, 2011
  2. Dec 12, 2011
  3. SAunnyS72

    SAunnyS72 On a Break

    Occupation:
    Entrepreneur
    Location:
    Australia
    Royal Vegas Worst Support

    Ok, so I won a fair bit of money in Jackpotcity 2 weeks back so I thought I will try the other casino that I normally play because of the Microgaming Games.

    Royal Vegas was not so Royal after all. I have spent quite a few K's in this Casino in the last 6 months. Last week I spent about 5k and towards the end of my budget I decided to play the Multiplayer Isis. I went up to $600 @ $6 a bet and then went all the way down to $100 when I decided to play a bit cheap and put my bets down to $2. Now, I went to a 160x multiplier. So as I was playing dunno if my internet dropped out or I got kicked out of the casino (which can happen, no blame on the casino)when I logged back in as soon as I saw the screen comeon it said I had missed the free spins which I was waiting for more than $500 worth of clicks. OK, so I think to myself, I will give them a benefit of the doubt and kept playing for the next round. Well.... guess what.... net next round of free spins came I got a message I don't qualify for the free spins in this round. I went how could this be as I was betting probably higher than most players (I could determine that by what they were winning based on the payout reels). So, I said ok maybe next time.

    Now this started happening every time there was a free spin. After about 4/5 times (By this stage I was @ 185x) I called up their support.I was put onto a VIP personnel and was assured by him that this would be taken care of shortly. I requested him that my budget is running out and I need this resolved soon and could someone please call me on my mobile as soon as this is resolved as I dont want to get out of the room and lose my 185x multiplier. While waiting I thought I would bet a few dollars more and BAM! ... I got a feature on my reels (2 birds on reel 1 and 5)... I got really excited and thought there is no way I am going to miss out on a free spin when MY REELS have got the feature. NOPE THE SAME F%$#ing THING .... so I took a screen shot with the 2 birds on each side (I will post it from my home computer later today) no free spins. I was absolutely putrid so I called up the support and spoke to Cyril (Hope I got this right) and explained to him why I was furious and he assured me "You are a very valued player sir and we will do everything in our power to make sure this is resolved and that you have a great time at our casino.

    After about 8 hours NOTHING.... No Correspondence... so I logged in to see if things have changed. Sure enough as soon as I log -in to the game BAM! free spins for all (Wonder if it was really a co-incidence) and guess what @185x @ 2 if you get 1 good match you are looking at atleast 500+ ... and NO all I got was 300 something dollars. Now I have played Isis a few times and never have come across a free spin where you get so little. The guys that were at 0x times got about 2 dollars. Now this is ridiculous. wonder how much I could have won if I got the spins when it was on a roll which I missed 8 of.

    Now, I am a rational man, I understand that these guys are running a business and also, maybe my luck wasn't good enough to get the 185x and make a big cash-out. What I am absolutely pissed off about is after spending $5k at their casino last week I would have thought they would be courteous enough to let me know when the spins were fixed or send me an email to explain or apologize for the mess up. NOT A SINGLE CORRESPONDENCE ABOUT THIS TO ME AT ALL!!! and it has been 3 days.

    Well guess what Royal Vegas... you lost a player with a budget and the finances to spend big at your casino and I will make sure this is known to every player in the universe.

    Back to my beautiful Jackpotcity!... Good Luck to you all!
     
  4. Dec 12, 2011
  5. Seventh777

    Seventh777 RIP Roy

    Occupation:
    Builder, mainly renovations.
    Location:
    Planet Tharg, dark side, where nothing grows.
    I don`t think you spending over 5k at Royal Vegas is a just cause for people to not play there, also accusing them of swindling you is a a big accusation, I will read your thread with interest :).
     
  6. Dec 12, 2011
  7. mattsgame

    mattsgame Ueber Meister CAG webmeister

    Occupation:
    Web Master
    Location:
    Clown Town
    This thread is 2 years old guys.
     
  8. Dec 12, 2011
  9. SAunnyS72

    SAunnyS72 On a Break

    Occupation:
    Entrepreneur
    Location:
    Australia
    I am not complaining about the 5K just saying like any business they should know better to have support for customers like me.

    Please read here the full post why I am pissed off ... also not accusing but stating the facts.
    http://www.casinomeister.com/forums...s-issues/47722-royal-vegas-worst-support.html

    Thanks

    Sunny
     
  10. Dec 12, 2011
  11. SAunnyS72

    SAunnyS72 On a Break

    Occupation:
    Entrepreneur
    Location:
    Australia
    Ok... must update. I have just been contacted by Greg from Royal Vegas about this.

    So, to be fair I am going to wait and see what happens as he promised me they are looking into this.

    All in all this is what I expected in the first place... some support.

    Thanks
     
  12. Dec 12, 2011
  13. SAunnyS72

    SAunnyS72 On a Break

    Occupation:
    Entrepreneur
    Location:
    Australia
    Ok... must update. I have just been contacted by Greg from Royal Vegas about this.

    So, to be fair I am going to wait and see what happens as he promised me they are looking into this.

    All in all this is what I expected in the first place... some support.

    Thanks
     
  14. Dec 13, 2011
  15. fortunelounge

    fortunelounge I-Gaming Industry Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    SAunnyS72

    I will check with Greg when he comes on shift this afternoon.

    The fact that nobody got back to you is unacceptable. Can you please PM me the screenshot.

    Regards

    Wim
    VP Operations
    Fortune Lounge
     
  16. Dec 13, 2011
  17. immortality

    immortality Senior Member

    Occupation:
    Mother
    Location:
    On a seat
    Maybe it was just the game Multiplayer isis, I was up £200 on 32red with lord of the rings and aces and faces poker, went onto multiplayer isis, only on the game I got x2 multiplier=around£11 kept playing got x16 multiplier=£7, I've never played at Royal vegas, I stick with dash casino and 32red, that's the only casinos that I use, BTW I'm a low roller
     
  18. Dec 13, 2011
  19. fortunelounge

    fortunelounge I-Gaming Industry Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    Hi SAunnyS72

    I have spoken to Gregg and he will be contacting you with an explanation.

    I can only apologise for the lack of communication you experienced and can assure you that I have dealt with the situation.

    As I will be on leave until 3 January, I have assigned one of my colleagues to monitor both my PM mailbox and the forum and all issues should be dealt with.

    Regards

    Wim
     
  20. Dec 14, 2011
  21. SAunnyS72

    SAunnyS72 On a Break

    Occupation:
    Entrepreneur
    Location:
    Australia
    Thank you Wim.

    As for all the forum members who read my outburst (and understandably so) I have been contacted by Greg and he has actually been very nice and we are trying to resolve the Isis issue and in the meantime I can say that I AM getting the support from Royal Vegas and am hoping to play this afternoon there and see if they have what it takes to keep me :)

    As I said earlier I am a rational man and all I want is good customer service if I am to spend good chunks of my money at a Casino.

    For now I can say that things are looking good for Royal Vegas and I accept the apologies and hope to have fun! ... and if my luck turns around at Royal Vegas, I promise to post the grand payout here to clear things out:)

    I will PM you the screenshot this afternoon when I am back home.

    Thanks
    Sunny
     
  22. Dec 15, 2011
  23. SAunnyS72

    SAunnyS72 On a Break

    Occupation:
    Entrepreneur
    Location:
    Australia
    WTF!!! Come ON!!! Not AGAIN!

    OK... NOW I AM GETTING PISSED!... dunno with Royal Vegas or Isis Multiplayer.

    2nd TIME!!! in a week!

    I am going to do the right thing and give the guys of RV another chance to fix this. Already PM'd the RV Rep here but he is on holidays. Greg is looking after this.

    Watch this space for either a good outcome or a MAD outburst!
     
  24. Dec 15, 2011
  25. SAunnyS72

    SAunnyS72 On a Break

    Occupation:
    Entrepreneur
    Location:
    Australia
    Ok... so as I said I am not a winer. I just want rational outcomes for everyone. So that gambling could be a mainstream passtime as in the 1600s :)

    I have been assured and reassured by Royal Vegas about sorting this out. When I logged in to the account it was credited with some credits not sure whether this was a part of the amount in my free spins or not but I accepted it and played through it:D.

    All said and done I want to put this to rest and thank Royal Vegas for trying their best. I am just gonna be weary of Isis Multi player ( I love all the other Microgaing games though ! )

    That will be all for me.

    Good luck to all :)
     
  26. Dec 15, 2011
  27. fortunelounge

    fortunelounge I-Gaming Industry Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    Hi Sunny,

    I would like to take this opportunity to thank you for affording the Casino the opportunity to investigate the issue you were having.

    Based on the information on your account, I can see that Gregg did send you the findings of the audit, done on your account by MicroGaming and ourselves.

    I can confirm that Micro Gaming did isolate an anomaly on your Multi-Player Isis slot session and have taken the necessary steps to prevent a similar situation from happening again. The amount of $790.23 (owed to you) has been credited to your account. These were the credits you saw when logging into your account earlier.

    I understand that (at times) this process has been stressful and would like you to know that your patience/understanding is truly appreciated.

    Your patronage will always be valued and we all wish you the best of luck.

    Please let us know if there is anything else that we may be able to assist you with.

    Regards
    Oliver
    Player Security Manager
    Fortune Lounge
     
    2 people like this.
  28. Dec 15, 2011
  29. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Glad this worked out. Changed the name of the thread so it's more Google and "forum search" friendly. :D
     
  30. Dec 15, 2011
  31. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    Thanks Oliver

    So was this anomaly restricted to just one player account? Seems odd that this would be the case.

    Are you investigating all play on this game by all players? It's quite possible that some may not even realise that the game had paid out incorrectly.
     
    1 person likes this.
  32. Dec 16, 2011
  33. SAunnyS72

    SAunnyS72 On a Break

    Occupation:
    Entrepreneur
    Location:
    Australia
    Thank you Oliver.

    I do appreciate all your help along with Greg who has been on the phone to me quite a bit.

    Through this process I must say you guys (Royal Vegas) have earned my respect and trust back in your support teams.

    So, you can be rest assured that I will be back there to play in my normal capacity (Which is a good thing for your casino :))

    Well handled. Thanks!

    I will make sure I clarify the situation in any other posts I made.
     

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