Hi all,
Before jumping into the big issue (the $37,000 player), I want to follow-up on what Maphesto has been asking about.
Regarding the bingo sites, those terms were actually changed across all our bingo properties, a couple months back and now is as follows:
Winnings derived from no-deposit bonuses (free chips, BBs or other free monies) may be withdrawn. The maximum amount that may be withdrawn is 2x the value of the No-Deposit Bonus unless the value of the No-Deposit Bonus is inferior to $100; in all such cases the maximum withdrawal amount will be $100.
* No-Deposit Bonuses are non-cashable, meaning that the value of the bonus will be deducted from the withdrawal amount
Now on to the $37,000 elephant in the room.
While this may be your opinion, it is completely inaccurate.
I have already furnished Bryan with the casino’s transaction logs pertaining to this player. I will try to run through things line by line in an attempt to better explain what occurred:
January 15th, the player opened an account (7:18 PM). At 7:23, the player deposited $100. At 8:15, the player’s balance reached zero and at 8:17, the player deposited another $100. At 8:36, the player was NOTIFIED that the transaction was declined by player’s bank. At this point, the player’s balance was $100.10. The player read this message at 9:02 and it was between 8:17 and 9:02 that she had amassed those great wins.
She was further notified that the second deposit was declined at 9:34 and that message was read at 10:03. At this point, the player stopped all play and sent in her faxback documents (Jan. 18) and requested a withdrawal. Yes, her documents were approved (Jan. 21), but it is important to understand that these documents go through security and not finance—there was no reason for security to be connecting dots pertaining to the activity in her account, pertaining to a withdrawal.
Following submission of her documents, her withdrawal request went into the queue, just as any other player’s request would have. It was not until her request came up in the queue that finance was aware of what had transpired (Jan. 26th). That same day, the player was notified that the withdrawal would not be honored, and the reasons for it. Until the funds were ultimately removed from her account (later in the day), the player attempted to withdraw again.
Much has been discussed about a “chargeback,” which was never the case. Here is what I wrote, previously:
Perhaps I should have been clearer by saying “in essence this has the same EFFECT on the casino as a chargeback.” What happened is that an authorization was obtained when the player deposited and then once the wheels were in motion, the bank refused to honor that authorization. It would be incumbent on the player to sort out what happened on this, as the casino would not be able to dispute this with the bank. I have no idea why her bank refused to honor this, and one can only speculate that it may have been her contacting her bank prior to making these purchases. I just don’t know.
This has been a difficult situation from our perspective. If we paid the player the $37k, it would have been viewed that we were only pandering to the Casinomeister crowd. If we don’t, then we’re viewed as being no better than we were. If this were a different casino group, I don’t believe we would see the sort of scrutiny being pointed our way. We did what we believed was right and fair in this situation, irrespective of how it would be perceived publicly. Our decision came about with care and concern. It would appear the player was understanding of the situation, as well, as she made two subsequent cash deposits into the casino, just late last month.
I know there is more to address, but I wanted to try and bring about some clarity regarding the two issues I believed to be most pressing, before tackling anything further.