Vegas Joker Complaint - Resolved

[MadMat]

Early in November I deposited 75 at Vegas joker to play slots (Iknow it's -EV but I'm a sucker for old fashioned single line slots!)

After some play on several slots I had run my balance up to 149 and requested a cashout on 8th which never arrived back in my neteller account.

two weeks later I chased up Vegas Joker customer services, just to get stonewalled with "we are looking into it" type replys, so after 3 weeks of no money I logged a complaint with eCOGRA, who were a complete waste of time, never replied to any of my emails or got back to me with any sort of response.

So at the end of november I sent some more emails to Vegas Joker and got the following reply and my deposit refunded

Just want to warn others to avoid this bunch of scam artists! strange how my account at one of thier other casinos - Vegas Country where I lost my deposit wasn't called "high risk" and refunded - even though my play there was almost identical - even down to the slots played!



Dear MadMat,

Thank you for your enquiry.

Following a detailed analysis into your account, the Casino Management
had initially decided to freeze access to your account and to place your
winnings on hold until the investigation into your case was indeed
finalized.

The Management has now concluded that your account at our Casino will be
permanently discontinued. This is because you have been branded as a
High Risk Player by our establishment.

In the interest of fairness we have refunded the purchase/s you made
with us, however the Casino will not pay out any winnings.

Please note that the Casinos Management reserves the right to close
accounts and to discontinue or cancel all promotions at any time, for
any reason whatsoever and without prior notice - as stated in our Terms
and Conditions.

You can refer to the above statement by going to our Casino's homepage
and by then selecting About Us/ Terms and Conditions (Option 2 & 3),
which are stipulations related to Registrations and Promotions.

We apologize for any inconvenience this may cause but our decision will
remain final.

Regards,


Germano

Vegas Joker Casino

 

[MadMat]

I do like this latest reply from them, Steal my winnings while at the same time telling me that thier customer service is great!

They can't or won't even tell me why they are refusing to pay out, beyond me being "A High Risk Player!" if someone depositing 75 to play slots is too high risk for these guys I'd really reccomend avoiding them!


Dear MadMat,

Thank you for your recent communication.

We regret to inform you that our management decision is to decline your
request since according to our terms and conditions

Let us assure you that these complications are by no means a reflection
of the service we provide to our clients as our success is solely based
on our customers satistaction.

We apologise for any inconvenience this may cause as this decision must
remain final.

If you have any other query please do not hesitate to contact us again.

Best regards,


Alexis

Vegas Joker Casino

 

[Casinomeister]

I've already forwarded your PAB. I'm awaiting a response.

 

[Casinomeister]

Let us assure you that these complications are by no means a reflection
of the service we provide to our clients as our success is solely based
on our customers satistaction.

I guess the complaints in the forum and the PABs I've been forwarding to them since August are from customers from other casinos?

How arrogant.

 

[rabiddog]

Do these casino's within the Vegas Affilliate group, or any group for that matter, operate independently? Or are decisions made by the Vegas Affilliate group?

Reason Im asking is because my PAB was for Old Samurai. A Vegas Affilliate group that also has Vegas Joker casino refered to in this thread.

I also have 2 other casino's, Vegas Country and Grand Venice, both Vegas Affilliates. And Im afraid to attempt a cashout because they may pull the same stunt Old Samurai has done to me and Vegas Country has done to others here.

I sure hope eCogra can straighten them out. Anyone know the rate at which eCogra actually sides with the customers? Aren't they run by the owners of these microgaming groups?

 

[MadMat]

I've already forwarded your PAB. I'm awaiting a response.

Thanks!!

Mat

 

[MadMat]

This sounds promising . .

Tex Rees to me


Dear Mat,



The casino has confirmed that they will be processing your winnings today.



If you require any further assistance, please feel free to contact me.


Just checked Neteller, no money arrived yet though

 

[vinylweatherman]

What went wrong

So what went wrong then?
This implies the casino caved in without a fight to intervention from eCogra. If the casino had any sort of case they would never have done this.
This looks like locking accounts on a whim, knowing that the cases are wafer thin in many cases, and paying out as soon as eCogra intervene so they do not have to apologise for the mistake.
The whole point of holding the seal is that it should NOT be necessary for players to approach eCogra in the first place, the casino should be making sound decisions based on sound evidence, and be able to justify such decisions in the face of criticism.

If you get paid, don't go near this lot again, whatever they offer, as they will most likely make this same mistake again and again. Not worth it for the crappy promotions and miserable tournament prizes on offer.

 

[MadMat]

No idea what went wrong, the above is all the explaination I've got!

Theres no way I'm depositing with this bunch again, it took an eCOGRA dispute and a PAB with Casinomeister before they paid me out!

FWIW I have accounts with over a dozen microgaming casinos, all using the same (correct) details - email address etc, and this is the only group I've had any serious problems with. (although I've been bonus banned at a few others, I've always been paid without aggro)

Mat

 

[rabiddog]

Thank you eCogra:

Dear Dog,



The casino has con f irmed that your winnings will be processed today.



I f you require any f urther assistance, please f eel f ree to contact me.



Kind Regards,

Tex Rees

 

[rabiddog]

I have 2 other accounts with this group. I hope I will be able to cash out with no problems. Should I immediately cash out now while its fresh in their minds that I will go to eCogra? Or wait and hope later down the line this will not happen again?

 

[MadMat]

PAID !!!!!

Money has Just arrived in my neteller account - thankyou all involved.

Mat

 

[eeeee]

I have 2 other accounts with this group. I hope I will be able to cash out with no problems. Should I immediately cash out now while its fresh in their minds that I will go to eCogra? Or wait and hope later down the line this will not happen again?

Cash out. It's your money. That they have you questioning the wisdom cashing out your own funds is scary. Cash out and don't go back there.