Resolved Vegas Regal VS kermfrog

kermfrog

Dormant account
Joined
Aug 2, 2009
Location
mississippi
THEY GOT ME ON A SMALL 15.00 DOLLAR BONUS MADE 75.00 ON IT THEN DEPOSITED NOW THEY WONT PAY THE BONUS OR DEPOSIT LOST MONEY. THERE STOREY IS THAT I HAD TWO ACCTS WHICH I DID BUT I TALKED TO CUSTOMER SERVICE BEFORE PLAYING (one was old from previos addresss) AND THEY SAID IT WAS OK (of course that is when i was depositing) WATDO NOT DEPOSIT MONEY AT THIS SITE THEY WILL NOT PAY AND RIP YOU OFF THEY DID ME!!!!! I AM USA PLAYER WARNING WARNING WARNING WARNING WARNING:confused:
 

WonderingSpirit

Casino critic
Joined
Nov 15, 2008
Location
Scandinavia
And if you already had an open account, why would you open a new one?
And why are you writing in CAPS?'
And what relevance to your complaint is it that you are are USA player?
 

GGW Laurie

Paleo Meister (means really, really old)
Joined
Jun 16, 2006
Location
In the Beautiful South !!
THEY GOT ME ON A SMALL 15.00 DOLLAR BONUS MADE 75.00 ON IT THEN DEPOSITED NOW THEY WONT PAY THE BONUS OR DEPOSIT LOST MONEY. THERE STOREY IS THAT I HAD TWO ACCTS WHICH I DID BUT I TALKED TO CUSTOMER SERVICE BEFORE PLAYING (one was old from previos addresss) AND THEY SAID IT WAS OK (of course that is when i was depositing) WATDO NOT DEPOSIT MONEY AT THIS SITE THEY WILL NOT PAY AND RIP YOU OFF THEY DID ME!!!!! I AM USA PLAYER WARNING WARNING WARNING WARNING WARNING:confused:
OK, so lets get this right lmao, you had 2 accounts and you played and won off free money, after that i got lost as it seems you are to:confused:.......................warning!!!!! warning!!!!!!!! warning!!!!!!!!!! If you think your being ripped off, dont play there...................laurie
 

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
Joined
Aug 25, 2004
Location
Bexhill on sea, England
What a ridiculous post! :eek:

May I suggest a mod changes the thread title to:-
Warning; All casinos will confiscate your funds if you break their T&Cs

KK
 

big_mac

Experienced Member
Joined
Nov 10, 2004
Location
uk
it's a bit hard to understand what he is saying, but if he told CS first that he already had an account and they let him play on a no deposit bonus, then asked him for a verification deposit, then decided to keep that verification deposit, then that is dishonest and unacceptable.

I have had casinos tell me to just open another account before, if I couldn't remember the details to the old one.

If you no longer have access to the software, download a new copy and choose to activate your old account or simply register a new one if you can't remember your password.
 

MRGREENHEAD

Dormant account
Joined
Sep 4, 2008
Location
LODI, CA
I cashed out over 10k from them. It did take awhile b/c you can only do I think 3k a week but they paid me every penny with no delay. I hate to disagree but this is my favorite rival casino.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
The point is whether the CS said it was OK to just open a new account. This is LAZY CS, who often cannot be arsed to look up the old login info and reactivate the old account.

Regular players quickly learn it is best to keep a record of your casino accounts, so that you do NOT have to rely on CS to tell you whether or not you have a dormant account.
There are exceptions though, too many casinos now are THWARTING my attempts to keep track of my old accounts by continually renaming, merging one casino into another, changing software, and even CREATING accounts for me at "sister" or even "affiliated" casinos.

What is CLEARLY wrong here is CS then letting the free chip get credited. CS KNEW the circumstances, and should have informed the player that they could not have the free chip since this was merely an "exchange" account, rather than them being a new player at the casino. They certainly should not have gone further and encouraged a verification deposit, as they should already have known the winnings were invalid, and would not be paid anyway.

CS nowdays at many (not all) casinos is TERRIBLE at times, and players often get what is clearly WRONG advice. It has happened to me MANY TIMES, even at ACCREDITED casinos. Sometimes, the advice was not merely wrong, but DANGEROUS, in that if followed, it could have lead to problems based on conflicts with terms and conditions.

CASINOS are FULLY RESPONSIBLE for the advice given to players by their CS, and if the advice turns out to be wrong, it is the CASINO that should "wear" the consequences.

I have noticed also that some "live chat" services DO NOT PERMIT PLAYERS TO HAVE A COPY, this is a serious shortcoming, as it offers players no proof of the advice offered at the time. Savvy players get around this by using cut & paste for an "unofficial" copy, and some that have been posted have shown the most APPALLING levels of CS, and at a time where the industry should be "mature", having started more than 10 years ago.

Any player who even THINKS they have been given the wrong advice by CS, especially when it contradicts the T & C, or even what is considered the norm (such as one account per household), should get it IN WRITING before acting upon it. If it all goes wrong, they have proof it was the casino's fault.
Casino's often seem to have "no record of........" when disputes like this arise.

If you DO, however, have a record of this bad advice from CS, you have enough evidence for a PAB against the casino for letting CS staff tell players to just open new accounts if they cannot access their old one, and then penalising players for FOLLOWING this advice.

This case ALSO demonstrates the HOSTILITY towards this business of the "verification deposit" used by casinos to check a player's details. This is a recently introduced practice that casinos are still struggling to get the player community to accept is necessary, despite being on top of all the other security documentation.
This case shows a casino is prepared to MISUSE a "verification deposit" to "fine" a player for wrong doing, and this is NOT what it is designed for. Casinos NEED to be able to ask players for these "verification deposits", and players MUST have confidence in the system for it to become accepted among the player community. "verification deposits" therefore must NOT be arbitrarily confiscated by casinos, as this will break player's trust in the system, and we will see more angry threads like "xxxxx casino is now asking for a verification deposit - this leaves me open to getting screwed as poster xxxxx was at yyyyyy casino ................. and I am not prepared to risk this........".

PS - It would have helped if the OP had made the complaint clearer. it seems many didn't see this bit that is the crux of the case.

THEY GOT ME ON A SMALL 15.00 DOLLAR BONUS MADE 75.00 ON IT THEN DEPOSITED NOW THEY WONT PAY THE BONUS OR DEPOSIT LOST MONEY. THERE STOREY IS THAT I HAD TWO ACCTS WHICH I DID BUT I TALKED TO CUSTOMER SERVICE BEFORE PLAYING (one was old from previos addresss) AND THEY SAID IT WAS OK (of course that is when i was depositing) WATDO NOT DEPOSIT MONEY AT THIS SITE THEY WILL NOT PAY AND RIP YOU OFF THEY DID ME!!!!! I AM USA PLAYER WARNING WARNING WARNING WARNING

Actually, where a player is from is NOT always irrelevant. Many casinos make ASSUMPTIONS based on the country a player is from. An example is MY country, the UK, where many Playtech casinos ASSUME we Brits are out to "abuse" or "defraud" them. A case involving UK player vs Playtech casino can have a very DIFFERENT outcome to that of, say, French player vs Playtech casino.

I was once quite happily playing at a Playtech casino when they suddenly denied a withdrawal and bounced it back to my account despite all the terms having been met. It was PURELY down to me being from the UK, and my previous loyalty meant nothing. I then had to play to virtually IMPOSSIBLE rules, which ONLY applied to the UK out of the ENTIRE WORLD (it was a new term, only introduced that month, but tucked away elsewhere). Utter bullshit, followed by a sudden lack of loyalty on my part, and a bit more free disc space:rolleyes:

This one may be Rival, rather than Playtech, but Rival are showing all the signs of a brand in decline, or a brand that has "lost the plot" to quote the title of another thread about Rival and their bonuses.
 

NicolasJohnson

Dormant account
Joined
Feb 19, 2009
Location
A Place
THEY GOT ME ON A SMALL 15.00 DOLLAR BONUS MADE 75.00 ON IT THEN DEPOSITED NOW THEY WONT PAY THE BONUS OR DEPOSIT LOST MONEY. THERE STOREY IS THAT I HAD TWO ACCTS WHICH I DID BUT I TALKED TO CUSTOMER SERVICE BEFORE PLAYING (one was old from previos addresss) AND THEY SAID IT WAS OK (of course that is when i was depositing) WATDO NOT DEPOSIT MONEY AT THIS SITE THEY WILL NOT PAY AND RIP YOU OFF THEY DID ME!!!!! I AM USA PLAYER WARNING WARNING WARNING WARNING WARNING:confused:
Hi Kermfrog,

Please contact me via PM with your casino username and I'll get you taken care of. We would never rip you off. We would never rip anyone off. Casinos that do that are stupid and shortsighted. I'm glad to say that we are in it for the long run.

Kind Regards,
Nicolas Johnson,
Regal Affiliates Manager
 

NicolasJohnson

Dormant account
Joined
Feb 19, 2009
Location
A Place
THEY GOT ME ON A SMALL 15.00 DOLLAR BONUS MADE 75.00 ON IT THEN DEPOSITED NOW THEY WONT PAY THE BONUS OR DEPOSIT LOST MONEY. THERE STOREY IS THAT I HAD TWO ACCTS WHICH I DID BUT I TALKED TO CUSTOMER SERVICE BEFORE PLAYING (one was old from previos addresss) AND THEY SAID IT WAS OK (of course that is when i was depositing) WATDO NOT DEPOSIT MONEY AT THIS SITE THEY WILL NOT PAY AND RIP YOU OFF THEY DID ME!!!!! I AM USA PLAYER WARNING WARNING WARNING WARNING WARNING:confused:
Kermfrog, your account is now open and you are welcome to withdraw.

Now, you did have a duplicate account and we couldn't find any confirmation of the chat to get permission, or any account notes. But that doesn't matter.

The reason that doesn't matter is that even though we have the right to shut down duplicate accounts, especially when no deposits have been made, only free chips, isn't what is at issue here.

What is at issue here is what is fair. Do we have the right to deny payment? Yes. Are we going to? No.

And this has nothing to do with the chat (of course, if we had any evidence of the chat, we would HAVE to honor it, and that would have happened immediately).

The thing is, we disallow multiple accounts, because we don't want people taking the same free chip and sign up bonuses on 100 different accounts (I actually once found a player with 127 accounts). And even though this player had more than one account, he only used bonuses on one.

So in the SPIRIT of our rules, we HAVE TO favored with the player. It would be UNFAIR of us to apply rules that, although on our side, if used against the spirit of the rules, would be unethical.

In fact this hole issue has prompted us to change our policy. No longer will duplicate accounts be blocked automatically (expect in extreme circumstances, like a charge back player). From now on, if we see duplicate accounts that raise bonus abuse red flags, we will go over it manually, to ensure we treat all our players fairly! :notworthy

Kind Regards,
Nicolas Johnson
Regal Affiliates Manager
 

chuchu59

gambling addict
PABnonaccred
CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
Whether it's an issue of 'duplicate accounts' or 'multiple accounts', what needs to be considered is whether the same bonuses were claimed in more than one account. There could be some valid reasons for opening several accounts such as players forgetting they actually had an account opended months or even years ago. The names of many casinos are so similar that many may have forgotten this.

The 'manual test' Nicolas mentions is essential to weed out the genuine players from the bonus abusers. I hope other Rivals will take VR's lead and do the right thing instead of relying on the ridiculous Rival system in bonus-banning every Tom, Dick and Harry at the slightest hint of winning from bonuses.
 

NicolasJohnson

Dormant account
Joined
Feb 19, 2009
Location
A Place
Whether it's an issue of 'duplicate accounts' or 'multiple accounts', what needs to be considered is whether the same bonuses were claimed in more than one account. There could be some valid reasons for opening several accounts such as players forgetting they actually had an account opended months or even years ago. The names of many casinos are so similar that many may have forgotten this.

The 'manual test' Nicolas mentions is essential to weed out the genuine players from the bonus abusers. I hope other Rivals will take VR's lead and do the right thing instead of relying on the ridiculous Rival system in bonus-banning every Tom, Dick and Harry at the slightest hint of winning from bonuses.

You are absolutely right ChuChu! In fact, I should have been more clear. This player took no bonuses from his duplicate accounts, that is fine. It would have also been fine that he took bonus a from account 1 and bonus b from account 2. Because if he does that, he isn't breaching the spirit of our rules, which is to avoid "bonus A" being taken on account 1 and 2.

Thanks for clearing that up... I should have been more clear. :notworthy

Kind Regards,
Nicolas Johnson
Regal Affiliates Manager
 

jas2587

Ueber Meister
Joined
Apr 25, 2006
Location
FL
You are absolutely right ChuChu! In fact, I should have been more clear. This player took no bonuses from his duplicate accounts, that is fine. It would have also been fine that he took bonus a from account 1 and bonus b from account 2. Because if he does that, he isn't breaching the spirit of our rules, which is to avoid "bonus A" being taken on account 1 and 2.

Thanks for clearing that up... I should have been more clear. :notworthy

Kind Regards,
Nicolas Johnson
Regal Affiliates Manager
boy I think you are gonna see a bunch of new sign ups multiple accounts bonus abusers etc etc I hope not but that is what I think

Good Luck Nicolas:)

Cindy
 

mistye81

Dormant account
Joined
Jan 13, 2009
Location
Kansas
I think it is great that Vegas Regal is taking the time to manually review accounts, and it shows that they truly care about their players, and they are a fair and trustworthy casino. :thumbsup:
 

slotheadlizard

The Lizard of Oz
Joined
Oct 22, 2008
Location
Buckeye Nation
VR

Wow, fisrt class IMO. I cahsed out from a free chip. I needed to make a ver. deposit, but soon after my funds were in QT. I like them and Sloto. I would play more of the bonuses if it were not for the 5x max cashout on the big ones. Maybe you guys might in the future consider smaller bonuses with no max, like 75-100%. I still dep. here but without bonuses.

Don't think they would cheat anyone on purpose.:thumbsup:
 

NicolasJohnson

Dormant account
Joined
Feb 19, 2009
Location
A Place
boy I think you are gonna see a bunch of new sign ups multiple accounts bonus abusers etc etc I hope not but that is what I think

Good Luck Nicolas:)

Cindy
Thanks for the heads up. We did estimate our fraudulent duplicate account to go up. But that is ok. The way we figure it, is that we won't let a few bad apples bring down good players. We would rather allocate resources to deal with the bad apples manually.

I think it is great that Vegas Regal is taking the time to manually review accounts, and it shows that they truly care about their players, and they are a fair and trustworthy casino. :thumbsup:
Thanks, your too kind. :notworthy

Wow, fisrt class IMO. I cahsed out from a free chip. I needed to make a ver. deposit, but soon after my funds were in QT. I like them and Sloto. I would play more of the bonuses if it were not for the 5x max cashout on the big ones. Maybe you guys might in the future consider smaller bonuses with no max, like 75-100%. I still dep. here but without bonuses.

Don't think they would cheat anyone on purpose.:thumbsup:
Great to hear that! I hope you get to cash out many more time! PM me your account, I'll try to get a special no max cash-out bonus for you. Today is my day off, I just stopped by the forums a sec, so give me until tomorrow to get it for you :)

Nicolas - your stocks are rising my friend :)

How refreshing to see a Rival manager with common sense!

Now if I could just get your slots to start paying out....LOL
I'll keep my fingers crossed for you Nifty. We have been seeing quite a few cashouts... hopefully one will be yours soon. :thumbsup:

Kind Regards,
Nicolas Johnson
Regal Affiliates Manager
 

paulcr

Full Member
Joined
Aug 8, 2005
Location
UK
I too have to say Nicolas has provided service above that of any of the other Rival casinos. I am surprised some of these `other` casinos are on the baptism by fire list to be honest.

I have no qualms about playing at Vegas Regal all the while Nicolas is ruthlessly efficient at rectifying issues.
 

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