Casino Complaint Support and me made deal if i win i can withdraw immediately

Cheated gambler

Dormant account
Joined
Jan 5, 2011
Location
Finland
Support and me made deal that i dont get bonus if i put money, because i hate bonus policy and i dont want wager any times...

First i ask support if i put money and win can i withdraw? Support promised yes u can. Ok, then i ask how much i can withdraw per month and support say 18k per month.

Ok, i put 5k and i get 10k bonus... i yell support what a **** i get 10k bonus??? Then i say to support, we made deal: i play if i dont get bonus and i can withraw immediately if i win. Support say: i take bonus off and u must logout for 5 min. I login about 7 min and then i have 5k and few euros more.

Ok, now if i win i can withdraw :) Lets play...

I win 9k and then i have 14k... i finish and support congratulation me.

Support told me to withdraw 7 times 2k and i did that.

I sleep well and next day i have this email:

You recently requested a withdrawal after receiving a bonus. Please note, however, that you did not comply with our bonus policy by not wagering the minimum required total bets. We have therefore declined your withdrawal request and returned the withdrawal amount to your account. You are kindly asked to wager an additional â¬310,420.00 before requesting another withdrawal.

WHAT A HELL :mad:

Player: hello
Player: HUHUU
Player: aaaargh
Player: z
Player: z
Player: z
Player: z
Player: z
Player: z
Player: z
Player: z
Player: z
Player: z
VIP: Hi xxxx
VIP: xxxxxxx here
Player: hello
VIP: How may I help you?
Player: i wanna withdraw my money
VIP: I can see that you have withdrawals via Neteller.
VIP: It takes 3 business days.
Player: before i try to withdraw i get this email... Dear xxxx, You recently requested a withdrawal after receiving a bonus. Please note, however, that you did not comply with our bonus policy by not wagering
Player: i didnt get any bonus
Player: we make deal that support take bonus offf
Player: i am very angry now
VIP: When did you request that yo don't want to get a bonus?
Player: read log!
Player: i told support: i play if u take bonus off and support take it off...
Player: then i start play without bonus and i win 14k
Player: now i want withdraw my money
Player: dont try to cheat me
VIP: Give me 2 minutes.
Player: ok
VIP: Thanks for the wait, xxxx.
Player: we make deal that i dont get anymore bonus... because i hate bonus policy
VIP: Did you zero out your balance before you made a deposit yesterday?
Player: no
Player: there was few euros
VIP: That's right, XXXX.
VIP: Your bonus has been removed yesterday and blocked from receiving bonuses already.
Player: true
VIP: Since you weren't able to zero out the balance then you still need to meet the wagering requirement on your previous deposits.
Player: no
Player: we make deal if i win i can withdraw
Player: read log
VIP: I'm referring to your deposits prior on the last 5000 deposit.
Player: ??
VIP: Upon checking, you've chatted with xxx and yes indeed she clarified that you won't wager anything on your last deposit since you didn't get any bonus.
VIP: However, you still need to meet the wagering requirement if you didn't out the balance for your previous deposits prior on the last one.
Player: we make deal
Player: if i put 5k and win then i can withdraw
Player: !!!
Player: now i want withdraw 14k
VIP: I understand how you feel.
VIP: But you still need to meet the wagering requirement before you can make a withdrawal request.
Player: what i have to do
Player: play those few euros million times???????????
Player: why u cheat me
Player: we make deal!!!!!
VIP: We didn't cheat you, XXXX.
VIP: I know where you are coming from.
Player: yes u do
VIP: But I want you to understand that your balance was not zero out before you make another deposit.
Player: why support dont zero my balance if we make deal
Player: not my fault
VIP: I know it's not your fault as well as us.
VIP: xxx just answered all your questions yesterday.
Player: u can do something that i can withdraw now
Player: i have played almost 5 years
Player: do u wanna put me away now
VIP: I'll forward your concern with the Upper Management.
VIP: Kindly wait for our email response within 48 hours.
Player: do that and tell i will play a lot future if i can withdraw now
Player: if dont then i change casino
Player: ok hope everything going well
VIP: I'm hoping too.
Player: maybe c u soon
VIP: Yeah, see you.
P: bye

2 day after and many emails...

VIP Manager or some else call to me and tell: OK xxxx now u can withdraw your winnings.

and i have this email:

Hi XXXX, Hope you’re all good. It’s XXX, one of the VIP Managers in the Casino. My apologies in behalf of the VIP Team for all the inconvenience caused. We doappreciate your patience and cooperation while resolving this matter. I am inviting you to come online now and make withdrawal requests for yourwinnings. You will not need to meet any amount of wagering requirement. Contact us on Online Support, me and the rest of the VIP Team will be there togive assistance. May you have a wonderful Christmas with your family!

Oh great at last :notworthy

Ok lets get online :D

Hmm because im gambler i think lets play a little bit... lose 4k or win 4k more.

Then i win 4k more :) yeah now i must withdraw. I withdraw 3 x 6k.

Nice xmas i get 4k more and i can withdraw.

And next day i have this nice email:

Dear xxxx:, You recently requested a withdrawal after receiving a bonus. Please note, however, that you did not comply with our bonus policy by not wagering the minimum required total bets. We have therefore declined your withdrawal request and returned the withdrawal amount to your account. You are kindly asked to wager an additional â¬287,895.00 before requesting another withdrawal.

:mad: i lose my nerves

and other is history :confused:

Tell me what to do...
 

ksech

Dormant account
Joined
Jul 27, 2007
Location
Here

ksech

Dormant account
Joined
Jul 27, 2007
Location
Here
Just a little friendly advice, next time (before your anger takes hold) you may want to contact the casino rep for the casino you are playing at, and see if they can straighten out your problem. There seems to be a few problems lately with anger issues, bonus issues, and withdrawal issues with different casinos lately.
 

rockycatt

meistercatt
Joined
Oct 26, 2008
Location
Boston
thats a rogue technique to leave a small amount from the first bonus in your account there thinking you wont notice it [its about as low as a casino can go ]

i have more respect for a thief that steals money to feed his family than a casino that resorts to this

you should PM MAXD here on the forum for advise
good luck R C
 

dazlazz

Registered
Joined
Aug 15, 2007
Location
London, UK
hey `Cheated` - try not to feel too bad about London, as all their airports were in a mess over the weather!!:confused:
 

Cheated gambler

Dormant account
Joined
Jan 5, 2011
Location
Finland
And the winner is roque casino :eek2:

We have received an update regarding your declined withdrawal concern; weapologized for declining your last withdrawal request and for the delayedgetting back to you. Just want to let you know that you do not need to wagerfor the last bonus that you have received as per managements approval,therefore you can now make another withdrawal request without completing anywagering requirement. However, as we checked your account you already playedwith your balance. Please let us know if you have anything other concern. Have a great day! :axeman2:

:icon_evil
 

rockycatt

meistercatt
Joined
Oct 26, 2008
Location
Boston
And the winner is roque casino :eek2:

We have received an update regarding your declined withdrawal concern; weapologized for declining your last withdrawal request and for the delayedgetting back to you. Just want to let you know that you do not need to wagerfor the last bonus that you have received as per managements approval,therefore you can now make another withdrawal request without completing anywagering requirement. However, as we checked your account you already playedwith your balance. Please let us know if you have anything other concern. Have a great day! :axeman2:

:icon_evil

what exactly does this mean are you getting paid or not
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
thats a rogue technique to leave a small amount from the first bonus in your account there thinking you wont notice it [its about as low as a casino can go ]

i have more respect for a thief that steals money to feed his family than a casino that resorts to this

you should PM MAXD here on the forum for advise
good luck R C


Beyond rogue. This player didn't just assume, they checked with support, and made an agreement that they could deposit & play unhindered by bonuses. Not only did support get this wrong, but they DELETED all the records so that now they are denying this ever took place, and are now treating the player as though they merely ASSUMED this deal, rather than having agreed it.

Support were asked to remove the bonus, they DIDN'T, they left behind a little bit so that they could spring this trap.

They are now saying the WR is a MILLION - this is clearly a joke.

The fact that 10K was on offer for a 5K deposit as a "special deal" says alot about this casino. This is how Virtual group entice players to take leave of their senses and deposit.

They used to send me offers like "deposit $30,000 and get $60,000" coupled with "you can ONLY use this code SIX TIMES":what:

I wouldn't even use it ONCE. 6 times is designed to get $180,000 out of a player in a DAY through chasing the elusive big hit and you WOULD need something pretty exceptional to make WR on an offer of this size, and come out ahead.

Meeting WR on 10K for 5K deposit would also be pretty impossible, and on top of this I bet the 10K is "phantom" bonus money.

I remember Winward had a similar trick, where even if a bonus was removed on request, or refused, the player STILL had to meet the 30x WR it carried on just their deposit alone.


Players are often found liable for something they have done on the basis that they "should have known". This is a situation where the agent making this agreement "should have known" at the time that it was INVALID, therefore the CASINO is liable on the grounds of "should have known", and therefore can be said to have DELIBERATELY set this situation up to screw the player (even if this was merely down to failure to properly train CS in how things work, or CS acting outside their remit), just as the PLAYER who "should have known" is deemed to have DELIBERATELY acted in a manner contrary to that expected.


Many rogue casinos screw players by first making an "off the record" special deal with them, and if they win, saying there is no record of such a deal having been offered, and that the player therefore will not be paid from said deal.
 

Tengil

Senior Member
Joined
May 4, 2006
Location
Finland
Sounds like deliberate stalling. How did you deposit?

Their last reply made me want to puke.
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
Sorry RC- the OP played his winnings back.

I know it is tempting to blame the casino in these cases, but it is never their fault.

Accept it as a lesson learned

The other issue of the casino not allowing withdrawal seems to be a case of the left hand not knowing what the right hand is doing. The payments team obviously didn't get the memo that management had approved the waiver of bonus restrictions. It is certainly incompetent, but a long way from rogue. After all, they did eventually sort it but you had already lost the funds.

You deposited $5k. Enough for a decent holiday yeah?

N.B. Support did not leave any bonus in the account. The OP said it was left over from a previous bonus I.E. he didn't zero out his balance before making a fresh deposit which will result in carry-over wagering in just about every casino. Puts a different light on things IMO.

Even if it was a deliberate stall, the player was in no way forced to play back the money.

A little more patience might have produced a very different outcome.
 

Tengil

Senior Member
Joined
May 4, 2006
Location
Finland
Contact your bank (Nordea?) that issued the card and see if its possible to charge back. Show all of the communication etc. This was done deliberately IMO so let them suffer. Assuming it was credit and not debit.
 

rockycatt

meistercatt
Joined
Oct 26, 2008
Location
Boston
Sorry RC- the OP played his winnings back.

I know it is tempting to blame the casino in these cases, but it is never their fault.

Accept it as a lesson learned

The other issue of the casino not allowing withdrawal seems to be a case of the left hand not knowing what the right hand is doing. The payments team obviously didn't get the memo that management had approved the waiver of bonus restrictions. It is certainly incompetent, but a long way from rogue. After all, they did eventually sort it but you had already lost the funds.

You deposited $5k. Enough for a decent holiday yeah?

nifty about the casino never being wrong why then do we have a rogue pit

and the crime started at the casino's flim flaming the player


on a more serious note this player is a first time poster and id like to see a screen shot of the casino deposite and balance because any one that deposited 5,000.00$$ should have there head examined in my opinion

when 500.00$$ deposits are more than sufficient [lets resolve this ]
respect to the player but i dont want my leg pulled
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
RC - I think you misunderstood. I said "in these cases " I.e. where player chooses to keep pl risking their winnings whilst awaiting payment.

I wonder if this thread would exist if the OP doubled their winnings instead of losing them?

It is also irresponsible for members to encourage others to chargeback
Not only is it grounds for a permanent forum ban, but it could constitute fraud if the casino can clearly show that all services were provided according to their terms and conditions.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Sorry RC- the OP played his winnings back.

I know it is tempting to blame the casino in these cases, but it is never their fault.

Accept it as a lesson learned

The other issue of the casino not allowing withdrawal seems to be a case of the left hand not knowing what the right hand is doing. The payments team obviously didn't get the memo that management had approved the waiver of bonus restrictions. It is certainly incompetent, but a long way from rogue. After all, they did eventually sort it but you had already lost the funds.

You deposited $5k. Enough for a decent holiday yeah?

N.B. Support did not leave any bonus in the account. The OP said it was left over from a previous bonus I.E. he didn't zero out his balance before making a fresh deposit which will result in carry-over wagering in just about every casino. Puts a different light on things IMO.

Even if it was a deliberate stall, the player was in no way forced to play back the money.

A little more patience might have produced a very different outcome.

Support however "should have known" that in this situation, the deal under discussion would not be valid, yet they went ahead and told the player everything was OK. Player deposited, and the $10K bonus was removed.

Support SHOULD have told the player that they could NOT offer the deal until he had played the balance down to zero, and to come back to them when he had, and they would then set the deal in motion.

The agent WORKS THERE, the player does NOT. The onus is therefore on the CASINO to make sure things are set up properly. We are taking 5K, not "small change". We do NOT expect this level of incompetence when we are spending THIS kind of money anywhere else, so WHY is it in any way acceptable online.

The ONLY error of judgement made by the player is impatience, and playing the balance away, rather than sticking to his guns and pursuing the casino for the money. The casino can now argue that the problem no longer requires a resolution, and can then BS an explanation that they WOULD have honoured the payout if only the player was more patient, and there is no way to prove otherwise now the money is gone.

This is a common ploy, stonewall in the hope the player loses patience and plays everything back. It seems this happens in almost half the complaints of this nature seen in the forum, so it clearly WORKS as far as casinos are concerned. The other half who stick it out often DO get paid in the end after a fight.
 

ksech

Dormant account
Joined
Jul 27, 2007
Location
Here
I agree (again:rolleyes:) with Nifty, encouraging a newbie to do a chargeback is NOT good advice. Once again, I would suggest the OP to contact the casino rep, and patiently and politely explain all that transpired.

VWM also has it right when he stated, more and more casinos are doing this delay tactic in hopes the players lose patience and play it all back. We've now seen several threads in the last few weeks with complaints of these issues. Also, the OP should have made sure he/she had zereod out their balance before redepositing to make sure there was no room for doubt about any WR. We've all seen where that odd penny is cause for violation of bonus terms/continued WR on fresh deposits/etc.

BUT on the other foot, players need to start acting responsibly and rationally. If the OP had not lost their temper and applied a little patience, they would now have money in hand.
 
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