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Stay Away from PRESTIGE CASINO - they apply new T&C retroactively to cashins (LONG)

Discussion in 'Online Casino and Poker Complaints - old section' started by MsSheila, Aug 15, 2005.

    Aug 15, 2005
  1. MsSheila

    MsSheila Dormant account

    Occupation:
    retired
    Location:
    US
    On MONDAY August 8th I deposited $500 in Prestige Casino and got their $800 new player bonus.

    Here were there terms and conditions on that date:

    I wagered over $24,000 (more then twice the wagering requirement) and was left with $1802.50. I then cashed in, and they removed the $800 bonus per the terms of their promotion and I cashed out $1002.50.

    On WEDNESDAY August 10th I received this email:

    I checked back to the website and the terms and conditions were exactly the same. They were the same on Thursday August 11th as well. After asking what the problem was numerous times I got this response:

    So I wrote back saying I did indeed meet EVEN THOSE SUDDENLY CHANGED wagering requirements which suddenly jumped from from $10,400 to $23,400 and then I get this email (not from Lisa, but from some CS Rep, note that even to this date "Lisa" has never replied). Note the "text" care fully because you can see how they suddenly changed the terms):

    After getting this email I checked their website and sure enough, on FRIDAY August 15th they had just changed their new player rules and terms. This was SIX DAYS after I cashed in they changed their terms and they apply them to my 1 week old cashin.

    Each time I have emailed them they just quote the CHANGED terms. They never acknowledge that I cashed in under the original terms and I still have not got a response from the mysterious "Lisa" their "VIP manager".

    I understand other people are having similar problems. Please spread this info onto all the gambling boards you belong to so no one else plays at this casino because who knows what they are going to pull next. If they are thieves once they certainly will be theives again. I have kept all the correspondence from these people and am willing to share them with anyone who is interested.

    Thanks,
    MsSheila
     
  2. Aug 16, 2005
  3. kfellmy

    kfellmy Dormant account

    you're not alone. I keep getting their spam in my email but they have so much bad press there is no way I am going to ever drop a dime in their casino.

    It's a shame, their poker room used to be a giant aquarium. Lots of players from Turkey and they would raise with nothing...and keep on raising. Flip the cards over and the guy didn't have a pair or not even an ace. Some good fish.

    I see posts here and other forums also talking bad about this once good casino.
     
  4. Aug 16, 2005
  5. boogaooga

    boogaooga Dormant account

    Occupation:
    Photographer
    Location:
    MO
    I have to second the advice to stay away from this whole group. I'm having a problem with Diamond Club, another one of the Prestige Gaming casinos, who removed a cashable bonus from my account when a withdrawal request was made (and after I had wagered well in excess of the minimum required). Their email support has ducked the question every single time I asked them what their reason was, and now they've just stopped responding entirely. :mad:

    I had heard this was one of the more reputable casino groups out there, but for whatever reason they've taken an absolute nosedive the last few weeks.
     
  6. Aug 16, 2005
  7. betting88

    betting88 Dormant account

    Occupation:
    advertsing
    Location:
    canada
    pretige casino is a trap absolutely!
    don't play there.
     
  8. Aug 16, 2005
  9. paul02085

    paul02085 Senior Member

    Occupation:
    Fishing :)
    Location:
    USA
    Geez, Playtech is getting to be worse than RTG.
     
  10. Aug 16, 2005
  11. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    I was just about to say the same thing! :(
     
  12. Aug 16, 2005
  13. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    I agree - some of their licensees are conducting business like clowns...or crooks. Prestige used to be a good operation with a proactive management.

    Players with complaints should definitely lodge them on the Playtech dispute site without delay so that the software provider and licensor for this outfit gets a comprehensive picture of what their licensee is doing to players and to Playtech's own reputation with this sort of stuff.

    Playtechs usually have licenses in the Antiguan jurisdiction through Playtech's contacts there, so it may be an idea to copy the complaint there too - not long ago the new director of gaming said she was going to tighten up on those using her jurisdiction.
     
  14. Aug 16, 2005
  15. pstnpstn

    pstnpstn Dormant account

    Occupation:
    computer
    Location:
    Seoul
    I have experienced same problem with brandy casino.
    They denied my cash out $40 or more.
    (deposited $20 and received $20 bonus)

    sent six or seven times email to them.
    When received reply from them, they always say same thing.
    "Please note that you did not comply to our bonus policy, ..."
    "We are in receipt of your e-mial and advise that you still need to wager..."
    eventhough I have wagered through wager requirement.

    finally, I gave up to receive my money.
    it was very annoying.

    I think brandy and prestige are same group.
     
  16. Aug 16, 2005
  17. MsSheila

    MsSheila Dormant account

    Occupation:
    retired
    Location:
    US
    Thanks, I just registered a complaint on Playtech's site. Is their complaint form just a sham or do they actually do something for the player?

     
  18. Aug 16, 2005
  19. kavaman

    kavaman Senior Member PABnononaccred3 PABnononaccred3 MM

    Occupation:
    It
    Location:
    finland
    ...

    Brandy and prestige are not the same group. Atleast they didnt use to be. Management has recently changed at prestige,playgate,diamondclub group of casinos so i dont know if they have been bought, but brandy is a russian based casino, where i believe some other players have also had problems.

    -kavaman
     
  20. Aug 16, 2005
  21. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    Does Playtech disputes channel actually do something for the player?

    It is probably too early to say with certainty, as the Playtech disputes system has not been in place for very long. It is the responsibility of the marketing executive at Playtech, who has given assurances that she will closely monitor and attend to complaints on this route. There have been some fair solutions so far, and it is certainly better than nothing at all.

    One thing that concerns me is that the channel seems to have had a few overly long periods of down-time. Attending to player complaints is a critical area of business, and one would expect that any interruption of the service would be immediately noticed and rectified.

    Nevertheless, the introduction of the channel is a positive move and it is to be hoped that it will develop into a fast and effective aid for players with legitimate beefs not settled by the casinos.
     
  22. Aug 17, 2005
  23. gfkostas

    gfkostas Ex-Bonus Whore

    Occupation:
    IT
    Location:
    UK
    When prestige casino was with bossmedia they were fine.Since they switched over to Playtech they have not impressed me.
     
  24. Aug 17, 2005
  25. MsSheila

    MsSheila Dormant account

    Occupation:
    retired
    Location:
    US
    So finally SIX DAYS after I send "Lisa the VIP manager" an email she finally responds:

    So what is she saying here? She says "The changes will take effect from the date specified when they occur." which mean the changes they made to their T&C on THURSDAY AUGUST 11th should not affect me because I cashed in on Monday August 8th yet they CONTINUE to tell me I owe them either $12,000 or $24,000 more in wagering (depending on who sends out the most recent canned reply). UNREAL!
     
  26. Aug 17, 2005
  27. schankwart

    schankwart Banned User - violation of <a href="http://www.ca

    Occupation:
    Secret Agent
    Location:
    Colony Gamma
    This is very gross, Sheila.
    I myself am actually suffering the same disrespect and ignorance by their sister Diamond Club, even though I used to be a very valued VIP member before they changed management. Obviously the new one has no idea about what they are doing or... is simply -crooked-.

    I am sure that they will soon realize that their acting will not bring them anywhere but down.

    What a disappointment!
     
  28. Aug 21, 2005
  29. MsSheila

    MsSheila Dormant account

    Occupation:
    retired
    Location:
    US
    RESOLVED

    Just to update .....

    I was paid today by Prestige. It took about 25 emails with totally absurd responses from them but (without even informing me, other then the automatic "your withdrawal had been processed" message) I did get paid.

    FWIW, I used the Playtech complaint form and after 24hrs got this really strange reply that said (paraphrased) "we see they put the funds back into your casino account so everything is resolved" (HUH??) message. Then I replied to THAT message and got zero reponse.

    LOL .... at least I got paid.
     
  30. Aug 29, 2005
  31. MsSheila

    MsSheila Dormant account

    Occupation:
    retired
    Location:
    US
    Although I did get paid (with a LOT of hassle) I went back to look at their bonus "terms and conditions" and see what it now says.

    Read this SLOWLY AND CAREFULLY and let me know if you can understand what it says (or actually what do they mean): :what:

    Using the player's deposit and bonus funds to wager on Craps, Roulette (all sort of Roulette), Sic Bo (all sort of Sic Bo), and Baccarat (all sort of Baccarat), does not fulfill the player's obligations with regard to the minimum wagering requirements for Using the player's deposit and bonus funds to wager on Craps, Roulette (all sort of Roulette), Sic Bo (all sort of Sic Bo), Blackjack (all sorts of Blackjack), Video Poker (all sorts of Video Poker) and Baccarat (all sort of Baccarat), does not fulfill the player's obligations with regard to the minimum wagering requirements for $, , and .

    They need someone that has English as their first language to proofread these things. Actually, they took the T&C from other PT sites and butchered the hell out of it by removing KEY words and punctuation.

    These are the T&C's they ripped theirs off of (note the words & punctuation that was removed and how doing so mangled the meaning).

    Bets placed in the games of Roulette (all sorts of Roulette), Baccarat (all sorts of Baccarat), Craps (all sorts of Craps) or SicBo (all sorts of SicBo) do not fulfill players obligations with regards to the minimum wagering requirements for $ and . Bets placed in the games of Roulette (all sorts of Roulette), Baccarat (all sorts of Baccarat), Craps (all sorts of Craps), Blackjack (all sorts of Blackjack) or SicBo (all sorts of SicBo) do not fulfill players obligations with regards to the minimum wagering requirements for .

    Whatta bunch of moe-rons. :lolup:
     
  32. Aug 29, 2005
  33. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Sorry, this slipped by me while I was away. I'm rather not happy with this at all. I'm glad you were finally paid though.

    As for their T&Cs, I have no idea why these are allowed to be posted in their current state of sloppiness. It's as if there is no form of quality control/supervision. This should also serve as a warning that when casinos are struggling with the English language, they ought to be avoided. Language difficulties will eventually lead to problematic situations.
     
  34. Aug 29, 2005
  35. Bruce Hamilton

    Bruce Hamilton Dormant account

    Occupation:
    What's a job?
    Location:
    USA
    The corect word is maroons. :D
     

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