Resolved Vegas Regal VS kermfrog

[kermfrog]

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

 

[WonderingSpirit]

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?

 

[LaurieJim]

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

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.......................warning!!!!! warning!!!!!!!! warning!!!!!!!!!! If you think your being ripped off, dont play there...................laurie

 

[KasinoKing]

What a ridiculous post!

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]

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]

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]

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

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.

 

[De Beuker]

Maybe you should try contacting Nicholas Johnson, the casino rep. here for Vegas Regal, he's always willing to help.
https://www.casinomeister.com/forums/members/

I'm a regular player at Vegas Regal and I've never had any problems with them at all.
It would be great if you had a copy of the chatsession btw.

 

[NicolasJohnson]

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

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]

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

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

 

[pevangel]

I just want to say NicolasJohnson that is great to get this persons money and everything I am impressed.


pevangel

 

[chuchu59]

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]

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]

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]

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.

 

[slotheadlizard]

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.

 

[Nifty29]

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

 

[NicolasJohnson]

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.

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.

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.

Kind Regards,
Nicolas Johnson
Regal Affiliates Manager

 

[paulcr]

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.

 

[swampwitch]

So where is Kermfrog? He/she needs to post...and I mean yesterday.
A whine-and-run isn't fair when there's been a positive resolution to the problem.

 

[jod5413]

Fermfrog needs to step up to the plate here!

As of today, Mr. Kermfrog is still posting at other forums saying this issue hasn't been resolved. He's doing a lot of yelling, rather than calm down and post here what's still not right with the casino and him.

 

[NicolasJohnson]

We have unlocked kermfrog. The player hasn't sent in a few verification documents that we require.

Once kermfrog does this, the cashout off a free chip will be processed as normal.

Kind Regards,
Nicolas Johnson

 

[maxd]

Status was 'Resolved' but apparently that's not true so I've pulled that. Who knows if we'll get the real story.

 

[vegetagirl2008]

Some people rather yell and scream rather than getting their issues resolved. There is so much a casino can do why make it hard then it has to be. I think imho its a personal war between him and the casino and he is spreading the word around he is being treated unfairly and that's not a nice thing to do when someone is trying to reach out to help in any capacity they can.

 

[chuchu59]

I am dying for a thread named "Kermfrog vs Rockbet'. Even better if it spreads to other forums.

 

[NicolasJohnson]

I just wanted to update you guys with the latest happenings. Apparently Kermfrog has decided to make the same post at many other forums. So I'm making an effort to reply there too.

Here is his latest post:

I am trying to work with guys to get things straight but customer Here is a copy of your recent chat with casino support.
General Info
Chat start time Oct 10, 2009 9:31:43 AM EST
Chat end time Oct 10, 2009 10:02:13 AM EST
Duration (actual chatting time) 00:30:29
Operator Xander



Chat Transcript
info: All operators are currently assisting others. Thanks for your patience. You are currently placed in queue number 1. The average wait is 19seconds. An operator will be with you shortly.
info: You are now chatting with 'Xander'
Xander: Welcome to Vegas Regal Casino Live Support. How may I assist you?
kermfrog: Yes i did a withdrawal that was declined and posted warnings on you guys on several advocate sites Well nicholas johnson reponsed and said you guys would be fixing this and wants me to retrack my comments. However i see no 75.00 withdrawal put back. Has it been put back? thanks
Xander: May I have your Login name and email address please?
kermfrog: xxx [email protected]
Xander: One moment please.
Xander: could you please copy paste the email for me in this chat ?
kermfrog: hang on!!
kermfrog:

You do not have permission to view link Log in or register now.

Xander: I'm sorry but may I ask what this is
Xander: ?
kermfrog: that is a web site
kermfrog: for people to complain about casinos not doing what they are suppose to
Xander: what am I suppose to do with it? it won't let me access it
kermfrog: ok hang on?
kermfrog: let me forward e-mail to you! what address do you want it forwarded to??
Xander: One moment please.
Xander: [email protected]
kermfrog: ok
Xander: could you please reply to this is email you received from nicholas johnson for we do not have any records of this email in our system
kermfrog: well my question is are you going fix and revearse the 75.00 withdrawal or not??
kermfrog: I am waiting to retrack my comments but must see that first!!!
kermfrog: Nicholas Johnson said you were
Xander: I'm sorry but I can't say anything about this for I am only support, please reply to the email you received from nicholas johnson
kermfrog: connect me to mrs johnson
kermfrog: or have mrs johnson call me at xxxxxxxxphone number to resolve this matter!!
Xander: I'm sorry but we do not anybody here with that name, please reply to email you received from him
Xander: we do not know anybody here with that name
kermfrog: so they dont even work for vegas regel casino
Xander: it's the first time I hear that name
Xander: Is there anything else I can help you with?
kermfrog: thousands of people are reading about. You have no person name NICOLAS JOHNSON REAGAL AFFLILIATE MANAGER
kermfrog: involed with this company
Xander: not that I know of that is why I'm asking you to reply to the email to see what will come out of this email you received
kermfrog: oh it will be posted on the internet!!! bye


I have sent in security documents to vegas regal casino for all the good it will do

Now a second matter arises I downloaded tropica casino a new rival site and now rival has done this to me over this a vegas regal casino see below transcript

Xander: Welcome to Tropica Casino Live Support. How may I assist you?
kermfrog: yes my userid is xxx and i just downloaded and setup software and was wanting to get the 10.00 free promo offer please. email is [email protected]
Xander: One moment please.
Xander: I'm sorry to inform you that your account is not eligible for promotions due to multiple duplicate accounts at several other Rival Powered Casinos. As per the user agreement, only one account per casino per household/computer/ip is allowed to claim promotions.
kermfrog: ok thanks

Talk about what people will do for money!! see if you can sort through this! I am still waiting for something to be done that makes sense in fixing this so I can start depositing again and just go back to playing win lose or draw

Now, I have contacted the player requesting he send in his docs. CS has sent him an email with the same request. But now I'm not sure if he want his withdrawal, or wants it reversed?

Whatever he wants, he just has to be clear. He can contact me or CS for a withdrawal reversal. Or he can send in his docs to get his withdrawal (something I would rather prefer).

I'm going to call him since he requested this. We normally avoid calling players, since we feel that is intrusive and generally unwarranted... even if it is in our best interest. :notworthy

Kind Regards,
Nicolas Johnson
Regal Affiliates Manager

 

[vegetagirl2008]

So what is his problem. He cannot submit documents like you requested. Then turns around and creates another account for another casino, knowingly has duplicate accounts. Then bullies CS. Let me refrain from calling anybody names.
He has some nerve. He wants instant gratification and can't get any. With that attitude I wouldn't give him squat.

 

[coxwel]

looking over this thread i think the player hasnt understood what great casino/ aff manager hes dealing with, vegas regal acted just 100% in the players favour and also changed its own rules, just to show its fairness and transparency to its players, and this is really out of the norm.

the player has kind of a yelling attitude from his first pos ont, acceptable a little! as he seems new and unexperienced, but after all the effort nicolas put in this *littlefreebyissue* he should be more polite and appreciate the help he received here. and not blackmail in other forums in my opinion.

if hes bonus banned in other rivals he should be aware now of how things work on rival.

i myself got bonusbanned on rival casinos after i won from a freechip at vegasregal, i already read before aout the problem here so i wasnt surprised much, but i have to say that vegas regal continued in giving me nd bonusses and iam also eligible for the regular promos, except from all other rivals at this moment!!. i find it quite paradox that the casino which i won a little in and which paid the money to me has no problem in continuing giving me bonusses but every new rival i sign up iam bonus banned from the start?

just shows how great vegas regal and nicolas here think and care about player issues. by the way i also have to mention vanguard which were also fair on this matter.


anyway, i hope kermfrog finally checked the thread here again or got in touch with nicolas.

why going to several other forums posting the same issue over and over if here on cm the rep and help was prompt and in his favour allthough the player seems not to care much about politeness, fairness and appreciation if he wins from a nd bonus. if you start from the beginning to talk of stealing, rogue etc its not helpful and leaves no good impression at all.



just my personal view on this hole issue and as its already done several times i also agree 150% that the post and solution of nicolas here deserves to be nominated!


i should play on vr more often


cheers

coxwel

 

[same_old]

This client you are dealing with Nick is a classic hell client. shows all the trapes of an ASSHOLE,

He knows he cant take any more signup bonuses but he still goes ahead and tries to sign up and claim one from another casino he knows he cannot claim it at.
He isnt even a money depositer and is a leech looking for the freebies and when he is thrown a bone whinges to high hell when he doesnt get paid.

And to top it off looking at the chat transcript he is under the impression everyone shuold or does know his issue. that poor operator in chat didnt know what was going on.

He basically has come on chat and gone " my money-where is it, I want it now" But no explanation or lead up into the conversation to hekp the operator.

Nick, close his account off mate, dont bother paying him a single bloody cent.
People like him shouldnt even be gambling online, they are the leeches of the industry.

 

[coxwel]

i dont wanted to speak it out but youre right, kermfrog really mixed up positions, he as a nd winner shouldnt be threatening etc. many other casinos would have been 110% strict on terms and returned his depsoit closed account, thats it.

i really feel sorry for nicolas having put in that much effort for such an unthankful and ignorant kind of player.


its always hard if you read palyer complaints from new members who discovered cm and think they can use it as a weapon and always talk of a big conspiracy if a payout doesnt arrive on first step or whatever...


its always a bit too arrogant if a player thinks he can order any casino to do anything like there would be any kind of authority that will resolve it otherwise.. i guess he has no experience with known rogue casinos which would have played spin doctor with him for a long time and just totally ignored any comment about cm forum or any other.


cheers

coxwel

 

[NicolasJohnson]

I can understand the feelings being shown to Kermfrog, but I ask that you please give him a chance.

I don't know him, but I know that we all go through phases. And while I know some would never be so outspoken as Kermfrog has been, I know I have had bad times in my life where I have acted rashly. I also admit that while we closed his account in line with our Terms and Conditions, it was unfair. In fact, that is why we have disabled our automatic duplicate account banning system.

And don't feel bad for me. I love my job. I have a mission to provide satisfaction. Sometimes it is harder than others. But I always love what I do and I'm confident that with my ability, and the resources behind me, we will provide satisfaction.

We will pay this player every last dime. No matter what he posts, we will pay. It would be rogue of us to do otherwise. :notworthy

You guys must understand. I'm an American. I LOVE the attitude in service that exists in American culture. The 'customer is always right'. This can be a hard thing to live by. But I believe as a business, we must keep this mentality. It is the central point where we plan to distinguish ourselves from other casinos.

Kind Regards,
Nicolas Johnson
Regal Affiliates Manager

 

[coxwel]

We will pay this player every last dime. No matter what he posts, we will pay. It would be rogue of us to do otherwise. :notworthy

i totally agree! its just personal opinions discussed here by normal members but your opinion ( as casino rep)on this issue has to be professional without any personal feelings etc. thats how professional customer orientated businesses should act but in online gambling i personally think this is not always the norm.

to punish anybody for anything is never good solution but as a player you just sometimes shake ya head on some comments or posts in forums, iam sure you also do yourself but what counts is the way how you go along with issues and you seem to take your mission seriously so



cheers

coxwel

 

[vegetagirl2008]

Nicolaus I got to give to you, you are very generous and If were Kemfrog I would give you an apology for all the trouble I put you and your staff through. It only seems the right thing to do IMHO. No more on the subject from me.

 

[lauram]

And here some of us loyal players sit and wonder why it is we have to give dna samples to get a withdrawal from some of these casinos. The past few months I have not been around much to catch up on all the posts. But reading and catching up, there seems to be a trend with complaints. Sadly the ones that are complaining are the ones that know they are in the wrong. If you do not know if you have joined a casino, simple ask support to looking into for you.
I have gone through 4 computers since I started online gaming. So yes I myself have been guilty of multiple accounts. After the first omg did I do that you learn, and learn fast. If you have a account open and just reopened one, have one closed off right away with support. Or better yet get your account open, submit all your docs with a email stating, Looking forward to playing at your casino. Then wait till the docs are approved and then make your deposit. Not to mention at least with my email, it keeps a copy of all emails I have sent. This way if i lmy computer crashes my email has the info I need on casinos joined.
You should all know by now the casino sets rules on their bonuses. And a first deposit bonus is just that. A first deposit bonus, limit use from a single account made from the same location. We all like the free chips dont get me wrong. But when a player opens up multiple accounts just to try and cash out on these gestures, we will slowly see the free chips vanish. Not to mention, the throwing around of telling their customer service rep you will make posts at gambling sites. This is just a bully method and if I was running the casino, point blank you would not be paid. You will only get respect if you give respect yourself.

Sorry but I think you are wrong asking for your money, if you opened up more then one account. Take a few minutes and read some of the members posts, where they have deposited over and over again without a withdrawal.
And then asking for a small bonus and denied, only to read a multiple account user was granted their money for playing a free chip.

 

[jas2587]

he states that they say you are not at that casino but he asked for a Mrs Johnson so that is why support is telling him they dont know who he is talkin about

claude kermit keenum : connect me to mrs johnson
claude kermit keenum : or have mrs johnson call me at XXX-XXX-XXXXX to resolve this matter!! ((phone number removed by moi)
Xander: I'm sorry but we do not anybody here with that name, please reply to email you received from him

as for not answering could be not at home or screening their calls I think you have went well out of your way to make things right for this person

hmmm....I just might open a account with yas I havent decided yet I like your style you are honest an straight up
very rare nowadays


Cindy

 

[Nifty29]

Nicolas Johnson is a great example of a professional Casino Manager.

All Vegas Regal has to do now is reduce their payout times and they will be in the same category as SlotoCash who IMO are the best Rival around.

Kermfrog has shown before that he cant behave like an adult hence his reputation points. Nicolas is being a true professional here by even entertaining this players' claims.

 

[chuchu59]

Hmmm,

I asked for my latest withdrawal to be flushed and it was in my ecocard account in less than 12 hours. Nicolas, can you make this a standard time-frame

 

[kermfrog]

Vegas regal FIXED kermfrog

Thank you Mr Nicolas Johnson

You have Fixed this problem and agreed to send me out the 75.00 dollars won on a 15.00 dollar bonus coupan. You have gotten my attention and think alot of other players attention too. I would like to retract all negative comments made against your company and would like to say i am sorry for the things that i might have done wrong however i was not trrying to rip off anybody playing a 7.00 to 15.00 bonus over again. It makes me feel good that a big company like vegas regal would take the time to relsove this matter. Also a big thanks for all the useful post boards avaible. Now let me go have some fun and deposit some money and maybe even win a little money too. Thats what this should be all about

 

[same_old]

Thank you Mr Nicolas Johnson

You have Fixed this problem and agreed to send me out the 75.00 dollars won on a 15.00 dollar bonus coupan. You have gotten my attention and think alot of other players attention too. I would like to retract all negative comments made against your company and would like to say i am sorry for the things that i might have done wrong however i was not trrying to rip off anybody playing a 7.00 to 15.00 bonus over again. It makes me feel good that a big company like vegas regal would take the time to relsove this matter. Also a big thanks for all the useful post boards avaible. Now let me go have some fun and deposit some money and maybe even win a little money too. Thats what this should be all about

Kudos on the apology to Nick and just the general apology.

 

[NicolasJohnson]

Thank you Mr Nicolas Johnson

You have Fixed this problem and agreed to send me out the 75.00 dollars won on a 15.00 dollar bonus coupan. You have gotten my attention and think alot of other players attention too. I would like to retract all negative comments made against your company and would like to say i am sorry for the things that i might have done wrong however i was not trrying to rip off anybody playing a 7.00 to 15.00 bonus over again. It makes me feel good that a big company like vegas regal would take the time to relsove this matter. Also a big thanks for all the useful post boards avaible. Now let me go have some fun and deposit some money and maybe even win a little money too. Thats what this should be all about

Umm... why did you post that, yet continue to slander us on other forums?

This post is just to let the CasinoMeister people know that this person is trying to extort bonuses from us through threats. Just yesterday he started a new campaign of slander towards.

Since we have treated this player MORE than fairly and yet continues to post nasty untrue comments about us, I will post our latest conversation so the TRUTH can be known:

Hi Kermit,

You are threatening me. And very unfairly may I add. We gave you free chip after free chip. And you won. We are happy you did, we want our players to win on free chips, it is a great way to get word of mouth marketing and branding. Casino's that don't see that are short sighted.

Unfortunately you had duplicate accounts. Even though you did and we had all the right to deny your payout like 99% of online casinos would do, we still chose to pay you on the free chip. Now that you have been paid, and due to your type of play (i.e. Video Poker @ 99.94% payout) we decide to no longer give you bonuses (we continue to give most of our free chip winners more free chips and players on all forums can attest to that) but still allow you as a customer, you threaten me that if we don't give you bonuses you will slander our name on the forums.

That is not good behaviour Sir and we will not tolerate it. You are now banned for life from our casino. We do wish you the best in your life but we no longer wish to hear from you.

We have all the right to do this. You don't have a right to play at our casino. We have a right to admit only certain people, just like you would do if you had your own business. Now please don't contact us, or post about us. You will not get anything from it.

** I do retract about the customer part, I didn't see you played that deposit. Now that I see that, I see you were a customer, and for that I apologize, but we don't want to deal with you anymore.

Kind Regards,
Nicolas Johnson

HI Nicolas

I know that you have paid me the 75.00 into paypal thanks. However I am very confused by the other comments made by you!! I dont know where you are getting your info but it is wrong. I very rarely play video poker dont even like it. I play almost entirely slots. I went into history and couldn't even find what you are talking about video poker. Secound I did make a 25.00 dollar deposit with you guys so i am a customer but maybe you overlooked that too. (by the way i lost the 25.00). I am like most people and do not like being accused of things that are not correct so I will give you a chance to show me all this video poker play or tell me where i can go to see this because If you can then you have a major problem in your software! I know of course when you look at my acct you will see that i am not a poker player but a slot and keno player I dont want this to go any futher than this so can you please check this out and let me know. I would like to get to the bottom of this and find out where this video poker accusaction that is not true is coming from. Answer this for me and I will keep this on Private channels thanks and I look forward to your repley!!

Hi kermit,

We have paid you. Check you account. You will see $75 from [email protected]

Now, about bonuses, you will not get any from us ever. Not because of this incident, but because you only take free chips and you play Video Poker at a 99.94%

You aren't a customer (you've never paid us anything) just a smart person who knows how to take advantage of bonuses. And that is fine. But we are not in the obligation to continue giving you bonuses. If we did, we wouldn't be able to give bonuses to our real customers. We do wish you the best of luck.

Also, Tropicana is not related to us. If they choose not to give you bonuses, that is their issue. We never told them not to. Exactly why they are denying you bonuses is between you and them, we have nothing to do with it.

Kind Regards,
Nicolas Johnson

mr Johnson, I still haven;t heard anything from back from you since you told me that you could send the withdrawal out via pay pal that day.(two days ago) I told you then that would be fine. Yesterday I recieved confimation that all of my documents were finally received and approved and maybe that was the hold up. If so you should be able to get me my money thru pay pal today if there is a problem with that please let me know! Also i am still being denied access to all promos. Deposit match promos etc. Screen at vegas regal just says no promos avaible. Same thing at tropica casino and CS says that even though it is a new site they have done that because of this event. I hope you are going to fix this as well. Please contact me back as i feel we are close to having all this resolved. Kermfrog

[/QUOTE]

 

[swampwitch]

I tried removing my "Thanks" under kermfrog's last post, but apparently it's too late.

Mr. Frog, you're the kind of freebie ho that gives other freebie ho's a bad name. You skirt the truth, badmouth reputable casinos, and shill for bad casinos. When you get good results from good people you're still not satisfied...all the while insisting that since rogue casinos pay you just fine then too bad so sad about everyone else who's been shafted.

You are only really entitled to winnings that are legitimate. You are not entitled to special treatment, bonuses, or even automatic acceptance to any online casino. You are especially not entitled to be a fatuous ass towards someone who bent over backwards to appease you when he didn't even have to respond to you at all.

You say you're a professional gambler, but I'd wager the dealers and waitstaff at the B&M's you frequent call you something else entirely under their collective breath when you come through the door.

Yet, I'm sure your mother loves you, so there's that.

 

[chuchu59]

The frog is a genuine bonus abuser and I must condemn Nicolas for taking such a long time to ban him outright.

 

[Nifty29]

Rival take note - people like Kermfrog are the ones that should be bonus banned as they are just after everything they can get for free without risk...NOT the players like me who are happy to risk their own funds and be tied to wagering commitments for an occasional bonus.

Only one thing Nicolas (as an aside) - why do Vegas Regal have max cashouts on their 75% and 100% bonuses, and really low max cashouts like 3xB on the 200%+ bonuses? I dont see this at other Rivals and, personally, I dont think its reasonable to have any max cashout on a bonus of 100% or less when the wagering is already 30xDB. I play a lot at Vegas Regal but I wont play any of the bonuses due to the heavy restrictions, which means when I am lower on funds and want to use a bonus I have to play elsewhere.

Anyway, good job in banning Kermfrog. We dont need people like him around here.

 

[chayton]

The frog is a genuine bonus abuser and I must condemn Nicolas for taking such a long time to ban him outright.

err I hope you mean commend???

 

[chuchu59]

I did write condemn. Nicolas should have thrown the frog guy out ages ago. It's a pain in the neck to try to help someone when they are clearly in the wrong only to have them bite you again.