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

MsSheila

Dormant account
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:

Deposit 500 //$ get 800 //$ Free - minimum wager is 10,400 //$

To be eligible for this bonus you must deposit a minimum of 500 //$.

Prestige Casino reserves the right to change the terms and conditions of
this offer at any time and it is your responsibility to periodically check
here for changes and updates.

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 $ and . 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) and Baccarat (all sort
of Baccarat), does not fulfill the player's obligations with regard to the
minimum wagering requirements for .
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:

Dear MsSheila,

You had recently requested a cash-out on the total amount of $1,002.50 after making your first deposit and receiving a first deposit Bonus.

Please note that you did not comply to our bonus policy, either not wagering at least the minimum required in total bets or wagering the bonus on certain bet types in Baccarat, Blackjack, Roulette or Craps. We have therefore credited your cashin back to your casino account.

Please note that this policy only refers to cashing out the bonus and not your first deposit amount, which can always be withdrawn regardless of the total amount you had wagered.

For further information regarding our first deposit bonus policy please visit our web site
You do not have permission to view link Log in or register now.


We apologize for any inconvenience.
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:

Hi MsSheila,
How are you? I trust that you are having a fantastic day!

Please allow me to introduce my self. I am Lisa Bell the VIP Manager at Prestige Casino.

Regarding your withdrawal, please note that in the interest of fair gaming, for $, , and you have to wager at least (18) eighteen times your bonus and deposit before making any cash outs. If you withdraw before having reached the minimum wagering requirements, your bonus and winnings will be void.

You can read more about this on our terms and conditions page.

I hope that I have answered your question. Please feel free to contact me with any questions you may have.

Lisa Bell
VIP Manager
lisa@prestigecasino.com
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):

Dear MsSheila,
Thank you for choosing Prestige Casino.
This is Clifton from the Support Team. We are in receipt of your e-mial and advise that you still need to wager $23,400.00 more in allowed games for First Deposit Bonus.

Please note that bets placed in 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.

Thank you and we wish you the best of luck with your gaming.

With Best Regards,
Clifton
Prestige Casino
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
 

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.
 

boogaooga

Dormant account
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.
 

betting88

Dormant account
pretige casino is a trap absolutely!
don't play there.
 

jetset

RIP Brian
CAG
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.
 

pstnpstn

Dormant account
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.
 

MsSheila

Dormant account
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?

jetset said:
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.
 

kavaman

Experienced Member
PABnononaccred3
PABnononaccred3
MM
...

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
 

jetset

RIP Brian
CAG
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.
 

gfkostas

Ex-Bonus Whore
When prestige casino was with bossmedia they were fine.Since they switched over to Playtech they have not impressed me.
 

MsSheila

Dormant account
So finally SIX DAYS after I send "Lisa the VIP manager" an email she finally responds:

From: Lisa the VIP manager
To: me
Sent: Wednesday, August 17, 2005 7:19 AM
Subject: Email From VIP Manager

Hi Sheila,

Thanks for taking the time out to send us your message.

I apologize for any inconvenience that may have been caused by our changes.

We may, at our sole discretion, make changes to this agreement or to the Games Rules or Privacy Policy at any time. The changes will take effect from the date specified when they occur. It is important, therefore, that you log in to the Website from time to time and check to see whether there is a notification of change. You are solely responsible for reading the changes.

Thanks for your understanding,

Lisa Bell
VIP Manager
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!
 

schankwart

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

MsSheila

Dormant account
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.
 

MsSheila

Dormant account
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:
 

Casinomeister

Forum Cheermeister
Staff member
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.
 
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