Resolved Vladik7 VS Nedplay

Vladik7

Dormant account
PABnonaccred
Joined
Nov 2, 2009
Location
Czeh.Republic
Some time ago I deposited 90 euro into my Nedplay account. I was automatically awarded 180 euro bonus .
Since I did not know if it was Nedplay's system mistake or some kind of additional bonus- I

started to play. I finished 1300 balance and withdrew the money.

Now later they asked me to send documents. I send the documents. And now, I receive the

nex message from Nedplay support- they blame me for their own mistake and confiscate my

winnings. All the winnings.

Dear Vladimir,

Unfortunately the system has given you twice the amount of bonus on your deposit, you

should have contacted support so that they could change this. Therefor your winnings are

not valid. You have been winning with bonusmoney. We have changed your balance and brought

it back to the original amount: 90 cash and 90 bonus.

Regards,

Jan

****

Now I think that was probably a trick of this casino. If I win they don't pay. And if I

lose- who cares.
 
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Marie2473

Dormant account
Joined
Oct 2, 2008
Location
Sweden
They should not have done this. If they want t automatic bonuses atleast they should makesure that it works.
Its not unusual with 200% bonuses!!!
That really sucks!
 

Slotster!

I predict a riot.
CAG
Joined
Oct 17, 2004
Location
Location, Location!
you
should have contacted support so that they could change this. Therefor your winnings are
not valid.
As a new poster - and therefore taking your post/story at face value, let me get this straight.

The onus is on YOU to contact the casino and tell them they made a mistake - presuming you were aware they even had made a mistake!? As a consequence of you not doing that, they are now voiding all your winnings - despite you depositing and risking some of your own actual money from a legitimate source?

Uninstall, run as far away as you can from this casino and make sure everyone you ever met knows what Nedplay Casino consider 'customer service' to be. Idiots.
 

Slotster!

I predict a riot.
CAG
Joined
Oct 17, 2004
Location
Location, Location!
You could (actually you should) try to contact their rep http://www.casinomeister.com/forums/members/dutchrobin.html

and if that doesnt sort things out you should PAB http://www.casinomeister.com/forums/newthread.php?do=form

but remember to first read the PAB FAQ http://www.casinomeister.com/forums/faq.php?faq=cmfaq_pab
That is good advice! :thumbsup:

Here's the thing though... This is clearly the 'level' of customer service at this casino. This is how they 'do business'. What about the 95% of regular depositing players at this place that probably don't know about or participate in Casinomeister?

Regardless of how these issues are resolved through this resource or otherwise - should the above facts be accurate - Nedplay think it's ok to treat customers like this. Casino's will continue to do so until people just walk away from anywhere other than excellent.
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
When casinos make mistakes, they need to swallow them IMO. If we make a mistake (playing a disallowed game or making too big a bet), we pay for them.

In the OP's case, the additional $90 credited in error being removed would have been a more appropriate solution.

I'm also curious if the additional bonus brought additional wagering with it?

As Marie said, 200 percent bonuses are not unusual.
 

Vladik7

Dormant account
PABnonaccred
Joined
Nov 2, 2009
Location
Czeh.Republic
[pab-in-progress]
When casinos make mistakes, they need to swallow them IMO. If we make a mistake (playing a disallowed game or making too big a bet), we pay for them.

In the OP's case, the additional $90 credited in error being removed would have been a more appropriate solution.

I'm also curious if the additional bonus brought additional wagering with it?

As Marie said, 200 percent bonuses are not unusual.


yes offcourse it brought an additional wagering. Instead of 90* 30 wagering on slots, I made 180* 30 wagering on slots. 5400 wager instead of 2700.

I already sent a message to dutchrobin at this forum[/pab-in-progress]
 
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Tengil

Senior Member
Joined
May 4, 2006
Location
Finland
That is good advice! :thumbsup:

Here's the thing though... This is clearly the 'level' of customer service at this casino. This is how they 'do business'. What about the 95% of regular depositing players at this place that probably don't know about or participate in Casinomeister?

Regardless of how these issues are resolved through this resource or otherwise - should the above facts be accurate - Nedplay think it's ok to treat customers like this. Casino's will continue to do so until people just walk away from anywhere other than excellent.
Agreed. There has been some alarming signs from Nedplay. Slow support and slow cashouts.
Thats why its important to PAB if the rep cant solve it. As they are in Baptism of Fire Maxd and Bryan needs to know what goes on. Okay, this is clearly a PAB issue if the rep cant solve it, but also smaller issues should be brought to Maxds and Bryans attention so that they see the whole picture.
 
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De Beuker

Senior Member
Joined
Apr 20, 2009
Location
Netherlands
Some time ago I deposited 90 euro into my Nedplay account. I was automatically awarded 180 euro bonus .
Since I did not know if it was Nedplay's system mistake or some kind of additional bonus- I

started to play. I finished 1300 balance and withdrew the money.

Now later they asked me to send documents. I send the documents. And now, I receive the

nex message from Nedplay support- they blame me for their own mistake and confiscate my

winnings. All the winnings.

Dear Vladimir,

Unfortunately the system has given you twice the amount of bonus on your deposit, you

should have contacted support so that they could change this. Therefor your winnings are

not valid. You have been winning with bonusmoney. We have changed your balance and brought

it back to the original amount: 90 cash and 90 bonus.

Regards,

Jan

****

Now I think that was probably a trick of this casino. If I win they don't pay. And if I

lose- who cares.
Agree, thats lame, their fault. Besides, you should have contacted support?
Ever tried to contact their livesupport?:rolleyes:
You made a deposit, you wanna play, not wait 3 days until somebody replies to your ticket.
But I think Robin will sort this out for you, he's always very helpful.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Nedplay are WRONG. It was ONLY the 90 that was credited in error, and this error ALSO forced the player to make DOUBLE the WR on their deposit.

I have OFTEN received additional bonuses through participating unintentionally in automated promos. Often, I simply didn't get the email, and the promo didn't appear in the lobby.

Contacting support may not have helped here, since Nedplay have quite a problem making timely replies. Casinos have long argued that they MUST cater to players' desire to deposit and play IMMEDIATELY, and NOT have to wait. This argument has been used to shoot down many suggestions to make the experience safer for players, such as asking for ID verification FIRST, and ONLY then letting the player risk their own money.

Nedplay ASSUME this player DELIBERATELY manipulated the system such that it awarded double the bonus, so they are voiding winnings for "abuse".

I know of no way for the PLAYER to do this, but it can be done by the OPERATOR simply through programming the wrong percentage of bonus.

This could be the case here, or it could be a case of the system awarding two separate bonuses, perhaps because the player was incorrectly classified.

In order for Nedplay to justify this decision, they must show that the player did something DELIBERATELY to circumvent the system, such as giving false information upon registration such that they were able to qualify for a "special" bonus. Without this, we have evidence that the policy at Nedplay is to void winnings if THEY make a mistake, as well as if a PLAYER makes a mistake.

I have experienced mistakes in my favour before, and sometimes I just do not notice, because they are still within the norm of my experience, such as this case of a 200% SLOTS bonus - perfectly normal. 2000% however, 900 bonus on a 90 deposit might be the norm for some RTG outfits, but would stand out as an obvious mistake in an MGS casino. A player of RTG, who tries their FIRST MGS however, might not even spot this extreme as an obvious mistake.

The only way to deal with this properly would be for the OP to submit a PAB, and contact the rep.

Sadly, the last first time poster who posted an issue with a casino (Spin Palace) turned out to be a fraud, which is why there is often scepticism when a complaint is made by a first time poster, especially when said complaint seems out of character for the casino.
 

gambblex

Expanding Wild
Joined
Jul 16, 2007
Location
UA
Casino refuses to pay after receiving player's docs.

But the reason not to pay is other than player's identity.

If they have found a fraudulent activity they probably shouldn't say anything about bonuses because it wouldnt be important.
 

Balky

Senior Member
Joined
Aug 25, 2007
Location
Croatia
That behaviour is not acceptable. Anything but deducting 90 euro (the amount given by mistake) from your balance is not acceptable. Forfeiting winnings is roguish imho.

Balky
 

chayton

aka LooHoo
webmeister
PABnonaccred
CAG
Joined
Jun 5, 2006
Location
Edmonton Canada
I agree, this is definately a PAB issue if the casino rep doesn't sort it out. If I were you I'd contact the rep and if that fails then do a PAB and don't post any more on the issue until it's resolved. Good luck.
 

Vladik7

Dormant account
PABnonaccred
Joined
Nov 2, 2009
Location
Czeh.Republic
[pab-in-progress]Meanwhile Mr. Dutchrobin seems to ingnore my private message. I will wait for a couple of days and then submit PAB.[/pab-in-progress]
 
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maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
At this point I don't see much point in the PAB. Contrary to the advice given in the Pitch-A-Bitch FAQ this topic has now been punted around fairly thoroughly here, in public, and that pretty much kills the chances of a successful PAB.

Also contrary to what's been said here Robin is a pretty stand-up guy and under normal circumstances is fairly responsive to players issues. He doesn't have much time for player shenanigans though so if there's something squirrely about your activities at the casino then you're likely not high on his Christmas list.
 

Simmo!

Moderator
Staff member
Joined
May 29, 2004
Location
England
I have to say that if I had deposited 90 euros and been credited with 180 I wouldnt have given it a second thought. Lots of casinos do loyalty bonuses which just credit automatically. I've had bonuses hit and not even noticed while out on an auto-play ciggie break or something and all sorts of amounts I had no idea what they were or how much I should be receiving.

And if I was then told that all winings were void because they had given me the wrong bonus, I'd be well pised off too. Assuming it was as simple as this, then the casino should take the hit and tighten up their own in-house procedures IMO.

Cheers

Simmo!
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
I have to say that if I had deposited 90 euros and been credited with 180 I wouldnt have given it a second thought. Lots of casinos do loyalty bonuses which just credit automatically. I've had bonuses hit and not even noticed while out on an auto-play ciggie break or something and all sorts of amounts I had no idea what they were or how much I should be receiving.

And if I was then told that all winings were void because they had given me the wrong bonus, I'd be well pised off too. Assuming it was as simple as this, then the casino should take the hit and tighten up their own in-house procedures IMO.

Cheers

Simmo!

This is the problem, it may not be. There could be something we are NOT being told. It could be anything, the most obvious being a duplicate account, or perhaps a group of players noticing this bug, and taking advantage of it whilst they can.
There was a recent thread where a player spotted a bug down to a "single use" bonus going wrong, and crediting each and every time they logged out, and then on again. They admitted to this, but the rep gave us the true story, that they had taken in excess of $7000 by exploiting the bug. This bug should have become obvious after a few uses, and certainly well before $7000 was credited.
Casino reps do not necessarily check every day, so a little time needs to be given. A PAB should have been submitted ASAP, even if only to get this thread shut down in the mean time. Without knowing what really happened, this complaint will damn Nedplay because they have handed players many instances of poor service, which in itself makes this complaint more believable than it might have been had it been made about, say, 32Red.
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
At this point I don't see much point in the PAB. Contrary to the advice given in the Pitch-A-Bitch FAQ this topic has now been punted around fairly thoroughly here, in public, and that pretty much kills the chances of a successful PAB.

Also contrary to what's been said here Robin is a pretty stand-up guy and under normal circumstances is fairly responsive to players issues. He doesn't have much time for player shenanigans though so if there's something squirrely about your activities at the casino then you're likely not high on his Christmas list.
Maxd, I am very disappointed in your response here.

The OP has not "punted" this issue around. He reported facts in his case. He didn't describe the casino as thieves or crooks.

He has contacted the rep and has not had contact back.

No where did the casino indicate the player was involved in "shenanigans", just that he failed to notice and communicate Nedplay's error. He later confirmed (in response to a question I raised) that there were additional playthrough requirements.

If I encouraged or participated a player losing an opportunity to have a PAB, I apologize to Vladik7.

What resolution is achieved by the player's PAB would be ultimately up to you as the Moderator for PAB's. But I ask that you would at least address it if the OP refrains from further posting on this issue.

Maxd, I respectfully suggest you don't reject the OP's PAB before receiving it.
 

Vladik7

Dormant account
PABnonaccred
Joined
Nov 2, 2009
Location
Czeh.Republic
At this point I don't see much point in the PAB. Contrary to the advice given in the Pitch-A-Bitch FAQ this topic has now been punted around fairly thoroughly here, in public, and that pretty much kills the chances of a successful PAB.

Also contrary to what's been said here Robin is a pretty stand-up guy and under normal circumstances is fairly responsive to players issues. He doesn't have much time for player shenanigans though so if there's something squirrely about your activities at the casino then you're likely not high on his Christmas list.
That sounds very strange. My story is exactly as I told it here- you can easily confirm it with Nedplay. Moreover , ALL 10 of the posters of this thread fully supported me. Now, you say that there is no point in PAB? Can you explain your logic? And what "squirrely activities" are you talking about? Would you be so kind as to explain all this to me and all the other users who supported me.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
That sounds very strange. My story is exactly as I told it here- you can easily confirm it with Nedplay. Moreover , ALL 10 of the posters of this thread fully supported me. Now, you say that there is no point in PAB? Can you explain your logic? And what "squirrely activities" are you talking about? Would you be so kind as to explain all this to me and all the other users who supported me.
Your best bet would be to continue to PM the rep for a reply, and even submit a PAB, even though it may be damaged by the discussion.

The LAST thing to do is ask for further public discussion based on this recent post. Discussing "squirrely activities" will only make the PAB process even harder.

Even without a formal PAB, you can make a complaint by PM to Max that the rep is not responding to your PM to him, and he can give the rep a prod by other means of communication that may not be open to ordinary forum members. It may simply be that the rep didn't get it, or you sent it to the wrong casino rep by accident.
 

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