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Virtual casino owes $1100 - not responding to emails

Discussion in 'Casino Complaints - Bonus Issues' started by crazyfool, Mar 14, 2007.

    Mar 14, 2007
  1. crazyfool

    crazyfool Dormant account

    Occupation:
    Self Employed
    Location:
    UK
    I originally played at virtual casino last year and they took so long to pay up that I vowed never to touch them again. But after hearing that casinomeister had placed them back on probation, and that they had supposably improved there customer service and payouts etc.. I thought I would give them another chance.

    Then in Feb 2007 I recieved this email:

    So I deposited and had ended up with what should have been a $1100 withdrawal (the actual amount was higher than this but $1100 was due to the non cashable nature of the bonus and max cash out terms). I contacted support to confirm I had met the wagering requirements and support told me I could not cash out as I wasn't allowed to redeem bonuses.

    I pointed out to the cs rep the following facts:

    1. I had never been told I wasn't allowed to redeem bonuses - surely if they ban you you have to at least be told, or have the coupon function disabled. But he just said "it was up to me to check"
    2. They sent me an email addressed to me using my full name and including my account name with the bonus, which appeared account specific.

    He just said to email the manager, which I did, but recieved no reply. When I contacted CS again they said I had to speak to "roger" but he had "just stepped out of the office". During this run around I put in for the withdrawal because I know how long they take to pay and figured I should get the ball rolling whilst I sorted it out.

    I hear nothing for a couple of weeks and then attempt to log into the casino to check the status of the withdrawal only to find my account has been cancelled - no one told informed of this and no money (not even the initial deposit) has been paid.

    I contacted CS who again told me I "had to speak to roger", so I emailed him asking for a resolution. That was 3 days ago and I'm still being ignored.

    By the by, I use a private email address which I pay for that has *no* spam filters on it. So theres no chance an email has gone missing.

    I have, obviously, still got copies of all emails etc...

    So in my eyes, they owe me $1100, and to be honest, I'm going to get it. I will PAB and file a dispute with the RTG regulators (if there is one), but I wanted to also warn everyone to stay away - which you probably are all doing anyway!
     
  2. Mar 14, 2007
  3. crazyfool

    crazyfool Dormant account

    Occupation:
    Self Employed
    Location:
    UK
    Oh also, I double checked that their terms have no rule about players not being able to redeem bonuses if they have cashed out more than they have deposit, like cool cat has.
     
  4. Mar 14, 2007
  5. crazyfool

    crazyfool Dormant account

    Occupation:
    Self Employed
    Location:
    UK
    Update: Issue filed with Hastings

    Casinomeister: Do you want to me hold off PAB'ing whilst they deal with it? I ask as I know you have in the past asked for all complaints regarding the virtual group to be brought to your attention as you had them on "probation".
     
  6. Mar 14, 2007
  7. crazyfool

    crazyfool Dormant account

    Occupation:
    Self Employed
    Location:
    UK
    Erm... does anyone know if Hastings is actually up and running? Because I've recieved an email from "disputes@montanaoverseas.com" confirming my dispute and if I click the link it goes through to a page with "test" disputes on it.

    I thought montana had shut down?
     
  8. Mar 14, 2007
  9. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Royal

    Looks like you were set up by this "Roger" to be Royally Screwed. Perhaps you won previously, and they want it back whatever stunt they have to pull. If you cannot rely on a personal invitation from the manager to be above board, then nothing else they may claim to any other player should be taken seriously.

    If he was the "manager", he is senior to the CS who claimed you could not redeem bonuses. Since you were sent the offer, you have in effect checked that you can redeem coupons, so that point is irrelevant.

    Believing in this group after they had attempted to screw you over before was a bit silly, and probably resulted from a misunderstanding of what "on probation" at casinomeister actually means. It does NOT mean the casino have done anything more than stop generating complaints for a while, and forwarded a promise that they have changed. During this time, depositing at a casino which is "on probation" is more risky than depositing at one that is simply not mentioned.

    As for Hastings, it is worth the PAB. While they are receiving complaints, and sending out autoresponses, there is no indication that they are actually doing any mediation. The fact that the link goes to a site still under construction is not good, considering that they have repeatedly indicated they will be runnning "in a couple of weeks" for a couple of MONTHS now.

    Currently, if you are screwed by an RTG you have little recourse other than hope that Hastings will eventually get going. The PAB will serve as information, although I believe Bryan currently forwards these to Hastings. The casino risks ending up back in the pit if it shows a lack of will to change for the better. This looks like the kind of stunt used before, lure with a bogus offer, then screw the player for using something they should not have.
     
  10. Mar 15, 2007
  11. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Please PAB - these complaints are sent directly to the general manager of Virtual. I need to be aware of any problems players are having. Most complaints are taken care of immediately, but there should be no complaints - zilch.

    Please PAB. I am almost caught up for this month.

    Hastings??? :what:
     
  12. Mar 15, 2007
  13. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    And what's wrong with Hastings? (My home town).

    Seems many are saying after you get screwed, come to Hastings...
    funny, I always thought it was the other way around... :D
     
  14. Mar 15, 2007
  15. crazyfool

    crazyfool Dormant account

    Occupation:
    Self Employed
    Location:
    UK
    Bitch is pitched :)

    Thanks mate.

    Isn't hasting the new RTG dispute mediators? You must register/login in order to see the link. leads to "Welcome to the Hastings International Player Dispute system"
     
  16. Mar 15, 2007
  17. winbig

    winbig Keep winning this amount. webby PABnononaccred

    Occupation:
    Bum
    Location:
    Pennsylvania
    What gives? That link ultimately goes to a "Hastings" page, but look at the site it contacts first:
     
  18. Mar 23, 2007
  19. crazyfool

    crazyfool Dormant account

    Occupation:
    Self Employed
    Location:
    UK
    I recieved a payment for $1100 today from Grafix Softech SA which I believe is from Virtual Casino! Hurrah!

    Thank you to whoever it was that waved there magic wand to get this sorted! Much appreciated
     
  20. Mar 24, 2007
  21. lanidar

    lanidar Dormant account

    Occupation:
    retired
    Location:
    Avenel, New Jersey
    crazyfool, I just made this post at The Grand Gambling Station.....

    You must register/login in order to see the link.


     
  22. Mar 24, 2007
  23. lojo

    lojo Banned User - repetitive violations of <a href="ht

    Occupation:
    Tradesman
    Location:
    USA
    That page is a trip Lanidir, with the jackson Browne music pumping, the crazy red text on blue, and the shamrocks falling. I had to click out to keep from a contact high:D
     
  24. Mar 24, 2007
  25. lanidar

    lanidar Dormant account

    Occupation:
    retired
    Location:
    Avenel, New Jersey
    I don't know about the Jackson Browne music...
    But, all the BIG, BRIGHT, BEAUTIFUL colors and all the motion reminds me of the days acid was the "drug of choice".:rolleyes:


    Just kidding :)
     

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