Decided it was time to visit some of the old haunts and wondered over to good old RiverBell casino. Been a few years, started up a chat session on their web page and asked them some questions as i realised it had been a few years.
1) Do i still have an account?
2) Can you forward my login details to my email please, But i Dont require the password thanks?
3) May i update my details with you, like email and mobile phone? Answer - (Yes you sure can)
4) How long has it been since i last visited? Answer - (3 years)
5) Seems my account is locked when i try to login, is there an issue with it? Answer - No issue, would you like me to unlock it!
6) Can you please confirm that my account is in good order and without issue with administration as i am now a little concerned that the account had been locked? Answer - I assure you your account is fine as i have gone over it and was locked due to inactivity.
7)Ok, so your sure. im not going to get any nasty surprizes now am i, - Answer - No Would you like me to unlock your account.
Made one deposit $140, played basicly what i always play, mega moola, major millions and that santa game. - No card games, no poker, no roulete, no table games, just a couple slots. Lost all that , but i did have some game achievements i wanted to at least claim by a few more spins which would have netted me $500 to continue to play with.
Anyway, go make a coffee, come back and try to log in and the casino has locked me out.
Straight onto new chat session, after 15 mins of blah blah and finally getting the responce of " You will need to contact the day staff as i am unable to unlock your account." And the reason he gave was vauge, "Negative activity detected" And no answer as to what that comment actually meant.
I Suggested that he refund my initial deposit and to leave the account locked as after this i had no intention of playing here again. The fact that there was no clear answer as to why, nor was there a person with the ability to resolve the issue at that time so they say, made me even more suspicious of what was going on at Riverbell. I conclude, too many differing storys and restricting players from finishing their free games is the same as with holding cash.
(CHAT SESSION 1 2, and 3) with RIVERBELL WAS SAVED)
Heres a snippett of chat session 3, or my last convo............
Welcome to Casino Support, MarleM will be right with you.
MarleM
Hi, thank you for contacting Casino Support and welcome to Live Help Facility. My name is Marlé,how may I assist you today?
--------------------------------------------------------------------------------
Me
Hi Marie.
--------------------------------------------------------------------------------
Me
As my account was locked this morning without notice and straight after i deposited, can u arrange for my deposit to be refunded please and close any accounts i have with these casinos. As i have already had a long drawn out convo previously and i assume he noted it down in my account.
--------------------------------------------------------------------------------
MarleM
Let me have a look for you. For security reasons, please can you confirm your date of birth, email address and your telephone number?
--------------------------------------------------------------------------------
14 mins later.
--------------------------------------------------------------------------------
MarleM
Thank you for your details.
--------------------------------------------------------------------------------
me
Is there a problem?
--------------------------------------------------------------------------------
MarleM
I wont be much longer
--------------------------------------------------------------------------------
MarleM
Thank you for waiting, your patience is appreciated.
--------------------------------------------------------------------------------
MarleM
Regrettably i cannot refund any funds to your account as you have played it all out and there is a zero balance in your casino account ******** .
--------------------------------------------------------------------------------
MarleM
As for your accounts that were locked , i will look into why they were locked and if they will remain locked. We will notify you on any changes if there are any.
--------------------------------------------------------------------------------
Me
But its acceptable to lock an account after a deposit was made ? thats not the main issue, the fact that i missed out on claiming my game achievements is even worse and of far more value. Far as im concerned i expect a refund as i believe you purposely locked my account and hindering my ability to claim moneys that are not wins but earnt on some games. . And i make this claim in reference to my previous conversation with a staff member here. --------------------------------------------------------------------------------
MarleM
@@@ you have played out the deposit and the bonus, i cannot refund you for anything as there was nothing taken from you. We are looking into the reason behind your accounts being locked as there was negative activity detected. We will inform you of any changes if there are any. Sorry if this is upsetting but we value security.
--------------------------------------------------------------------------------
Me
what is negative activity? because i decided not to play with u guys for several years? May I suggest you read prior chat sessions from today, or i can paste them here for you, i asked very clear and direct questions to a staff member prior to reopening and depositing to make sure my account was in good sted, and not flagged after i asked why it was locked. . We made the required adjustments, i was given a very clear assurrance everything was good PRIOR, during and after conversation ended.. The casino then locks me out and prevented to continue on with the games i had intended to play.
--------------------------------------------------------------------------------
Me
i really suggest you take note of my first chat session, because it is appearing the casinos actions were intentional.
MarleM
please allow me a moment , i wont be long
--------------------------------------------------------------------------------
ten mins later
MarleM
There is no direct intention regarding locking accounts, if there is negative activity that is picked up we lock accounts. In cannot advise you on any more information regarding this .
--------------------------------------------------------------------------------
me
Explain negative activity in its context please! Are you infering to my absence or you suggesting negative conduct towards the casino? If so, why was my account allowed to be reopened, why was my deposit accepted, why was i not informed prior to placing funds with riverbell. With what your saying now it is very clear the casinos intention was to take deposits from me and lock my account and should i have won, refused to pay out. You can state what ever you wish, fact is, with the chat sessions i hold and the deceitfull tactics used, the the different excuses i have on hard copy, I do believe i i am in my rights to question the casinos conduct. Its was very brave i must admit. when can i expect my deposit returned to my account or deposited into my moneybookers account? That is the only outcome im going to agree too. Your casinos cannot be trusted.
--------------------------------------------------------------------------------
MarleM
I cannot explain anything to you or provide you with any more informations "@@@". I cannot refund a deposit which you have played out already.
--------------------------------------------------------------------------------
me
Ok, as this happend over ten hours ago, why was i instructed to wait untill now to have the issue resolved and assured that it would be resolved by day staff, only too be now told you dont have the ability or willing to provide satisfactory explaination ? Arnt you, "Day Staff" are you not the correct people to speak too?? Was i informed incorrectly by a previous staff member here? Or was that also just policy of casino to avoid dealing with members. I was told twice that your depsrtment would have an answer and solution, can u please provide me with one or find someone who can!
--------------------------------------------------------------------------------
MarleM
"@@@", your account is locked due to negative activity your account is being reviewed and looked at. If your account will be re-opened we will notify you. As the account is locked and closed I cannot provide you with any information at this time.
--------------------------------------------------------------------------------
me
ok, well refund my deposit, you should never have accepted it. why was it accepted if u knew my account was to be locked?
--------------------------------------------------------------------------------
MarleM
AS i have mentioned previously i cannot refund anything as you have played it out. Our system picks up negativity on activity on account not on opening an account.
--------------------------------------------------------------------------------
me
So let me get this straight, after one deposit of $140 that was matched, and after playing only slots, and after losing it all in 15 mins, and after a playthrough return of around 54%, your system picked up on negative activity. Yes it was negative activity, its was me losing and it was very negative. im astonished that 54% player return is cause for concern with you guys?? Never heard such rubbish . Anyway, you dont make the policys so ill go onto my next question.
What juristriction governs your company can i ask? Can u please provide me with the details . Thankyou.
--------------------------------------------------------------------------------------------------------
me
u can email me the details if thats easier for you.
MarleM
We are governed by ECOGRA, you are more than welcome to check out the website and also email support@playersupportcentre.com if you have any more questions. I cannot provide you with any more information at this time.
--------------------------------------------------------------------------------
Me
Ok, one final thing, Your stance and conduct is in the giudelines of the casino and you speak officially on its behalf with your statement?
--------------------------------------------------------------------------------
ten mins later
MarleM
yes .
--------------------------------------------------------------------------------
MarleM
Is there anything else I can assist you with?
--------------------------------------------------------------------------------
Me
No , but thank u for your assistance.
CONCLUSION - I finally got it out of her that it wasnt because i was a industry banned player or some sort of casino scammer or card counter, It was due to my playing methods on slots. But what exactly is wrong with playing full bet on mega moola or major millions i ask?
I now dont regret playing there past 3 years and with the method in which they conducted themselves and the inconsitent answers and then finally the reluctance to give a clearer answer and she didnt bother correcting me when i assumed that the casinos accusations where because i concluded and incorrectly assumed i had a industry ban against me but was not the case should be a concern for anyone else who intends to play there. She could have at least been more clear on the offence it is claimed i committed. That being said, the offence is i now have no way to claim or continue on with free games i left and claim achievments that on average give me $500 win.
** I wont be progressing with this any further here, RiverBell i vote should be removed from the accredited listing and its subsidarys, i will just go back to my old haunts and stay there, its safer at 32 and dash i tell ya. **
** Acheivements = free games won and not completed or started **
1) Do i still have an account?
2) Can you forward my login details to my email please, But i Dont require the password thanks?
3) May i update my details with you, like email and mobile phone? Answer - (Yes you sure can)
4) How long has it been since i last visited? Answer - (3 years)
5) Seems my account is locked when i try to login, is there an issue with it? Answer - No issue, would you like me to unlock it!
6) Can you please confirm that my account is in good order and without issue with administration as i am now a little concerned that the account had been locked? Answer - I assure you your account is fine as i have gone over it and was locked due to inactivity.
7)Ok, so your sure. im not going to get any nasty surprizes now am i, - Answer - No Would you like me to unlock your account.
Made one deposit $140, played basicly what i always play, mega moola, major millions and that santa game. - No card games, no poker, no roulete, no table games, just a couple slots. Lost all that , but i did have some game achievements i wanted to at least claim by a few more spins which would have netted me $500 to continue to play with.
Anyway, go make a coffee, come back and try to log in and the casino has locked me out.
Straight onto new chat session, after 15 mins of blah blah and finally getting the responce of " You will need to contact the day staff as i am unable to unlock your account." And the reason he gave was vauge, "Negative activity detected" And no answer as to what that comment actually meant.
I Suggested that he refund my initial deposit and to leave the account locked as after this i had no intention of playing here again. The fact that there was no clear answer as to why, nor was there a person with the ability to resolve the issue at that time so they say, made me even more suspicious of what was going on at Riverbell. I conclude, too many differing storys and restricting players from finishing their free games is the same as with holding cash.
(CHAT SESSION 1 2, and 3) with RIVERBELL WAS SAVED)
Heres a snippett of chat session 3, or my last convo............
Welcome to Casino Support, MarleM will be right with you.
MarleM
Hi, thank you for contacting Casino Support and welcome to Live Help Facility. My name is Marlé,how may I assist you today?
--------------------------------------------------------------------------------
Me
Hi Marie.
--------------------------------------------------------------------------------
Me
As my account was locked this morning without notice and straight after i deposited, can u arrange for my deposit to be refunded please and close any accounts i have with these casinos. As i have already had a long drawn out convo previously and i assume he noted it down in my account.
--------------------------------------------------------------------------------
MarleM
Let me have a look for you. For security reasons, please can you confirm your date of birth, email address and your telephone number?
--------------------------------------------------------------------------------
14 mins later.
--------------------------------------------------------------------------------
MarleM
Thank you for your details.
--------------------------------------------------------------------------------
me
Is there a problem?
--------------------------------------------------------------------------------
MarleM
I wont be much longer
--------------------------------------------------------------------------------
MarleM
Thank you for waiting, your patience is appreciated.
--------------------------------------------------------------------------------
MarleM
Regrettably i cannot refund any funds to your account as you have played it all out and there is a zero balance in your casino account ******** .
--------------------------------------------------------------------------------
MarleM
As for your accounts that were locked , i will look into why they were locked and if they will remain locked. We will notify you on any changes if there are any.
--------------------------------------------------------------------------------
Me
But its acceptable to lock an account after a deposit was made ? thats not the main issue, the fact that i missed out on claiming my game achievements is even worse and of far more value. Far as im concerned i expect a refund as i believe you purposely locked my account and hindering my ability to claim moneys that are not wins but earnt on some games. . And i make this claim in reference to my previous conversation with a staff member here. --------------------------------------------------------------------------------
MarleM
@@@ you have played out the deposit and the bonus, i cannot refund you for anything as there was nothing taken from you. We are looking into the reason behind your accounts being locked as there was negative activity detected. We will inform you of any changes if there are any. Sorry if this is upsetting but we value security.
--------------------------------------------------------------------------------
Me
what is negative activity? because i decided not to play with u guys for several years? May I suggest you read prior chat sessions from today, or i can paste them here for you, i asked very clear and direct questions to a staff member prior to reopening and depositing to make sure my account was in good sted, and not flagged after i asked why it was locked. . We made the required adjustments, i was given a very clear assurrance everything was good PRIOR, during and after conversation ended.. The casino then locks me out and prevented to continue on with the games i had intended to play.
--------------------------------------------------------------------------------
Me
i really suggest you take note of my first chat session, because it is appearing the casinos actions were intentional.
MarleM
please allow me a moment , i wont be long
--------------------------------------------------------------------------------
ten mins later
MarleM
There is no direct intention regarding locking accounts, if there is negative activity that is picked up we lock accounts. In cannot advise you on any more information regarding this .
--------------------------------------------------------------------------------
me
Explain negative activity in its context please! Are you infering to my absence or you suggesting negative conduct towards the casino? If so, why was my account allowed to be reopened, why was my deposit accepted, why was i not informed prior to placing funds with riverbell. With what your saying now it is very clear the casinos intention was to take deposits from me and lock my account and should i have won, refused to pay out. You can state what ever you wish, fact is, with the chat sessions i hold and the deceitfull tactics used, the the different excuses i have on hard copy, I do believe i i am in my rights to question the casinos conduct. Its was very brave i must admit. when can i expect my deposit returned to my account or deposited into my moneybookers account? That is the only outcome im going to agree too. Your casinos cannot be trusted.
--------------------------------------------------------------------------------
MarleM
I cannot explain anything to you or provide you with any more informations "@@@". I cannot refund a deposit which you have played out already.
--------------------------------------------------------------------------------
me
Ok, as this happend over ten hours ago, why was i instructed to wait untill now to have the issue resolved and assured that it would be resolved by day staff, only too be now told you dont have the ability or willing to provide satisfactory explaination ? Arnt you, "Day Staff" are you not the correct people to speak too?? Was i informed incorrectly by a previous staff member here? Or was that also just policy of casino to avoid dealing with members. I was told twice that your depsrtment would have an answer and solution, can u please provide me with one or find someone who can!
--------------------------------------------------------------------------------
MarleM
"@@@", your account is locked due to negative activity your account is being reviewed and looked at. If your account will be re-opened we will notify you. As the account is locked and closed I cannot provide you with any information at this time.
--------------------------------------------------------------------------------
me
ok, well refund my deposit, you should never have accepted it. why was it accepted if u knew my account was to be locked?
--------------------------------------------------------------------------------
MarleM
AS i have mentioned previously i cannot refund anything as you have played it out. Our system picks up negativity on activity on account not on opening an account.
--------------------------------------------------------------------------------
me
So let me get this straight, after one deposit of $140 that was matched, and after playing only slots, and after losing it all in 15 mins, and after a playthrough return of around 54%, your system picked up on negative activity. Yes it was negative activity, its was me losing and it was very negative. im astonished that 54% player return is cause for concern with you guys?? Never heard such rubbish . Anyway, you dont make the policys so ill go onto my next question.
What juristriction governs your company can i ask? Can u please provide me with the details . Thankyou.
--------------------------------------------------------------------------------------------------------
me
u can email me the details if thats easier for you.
MarleM
We are governed by ECOGRA, you are more than welcome to check out the website and also email support@playersupportcentre.com if you have any more questions. I cannot provide you with any more information at this time.
--------------------------------------------------------------------------------
Me
Ok, one final thing, Your stance and conduct is in the giudelines of the casino and you speak officially on its behalf with your statement?
--------------------------------------------------------------------------------
ten mins later
MarleM
yes .
--------------------------------------------------------------------------------
MarleM
Is there anything else I can assist you with?
--------------------------------------------------------------------------------
Me
No , but thank u for your assistance.
CONCLUSION - I finally got it out of her that it wasnt because i was a industry banned player or some sort of casino scammer or card counter, It was due to my playing methods on slots. But what exactly is wrong with playing full bet on mega moola or major millions i ask?
I now dont regret playing there past 3 years and with the method in which they conducted themselves and the inconsitent answers and then finally the reluctance to give a clearer answer and she didnt bother correcting me when i assumed that the casinos accusations where because i concluded and incorrectly assumed i had a industry ban against me but was not the case should be a concern for anyone else who intends to play there. She could have at least been more clear on the offence it is claimed i committed. That being said, the offence is i now have no way to claim or continue on with free games i left and claim achievments that on average give me $500 win.
** I wont be progressing with this any further here, RiverBell i vote should be removed from the accredited listing and its subsidarys, i will just go back to my old haunts and stay there, its safer at 32 and dash i tell ya. **
** Acheivements = free games won and not completed or started **