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!
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!
