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weird but big problem

Discussion in 'Casino Complaints - Non-Bonus Issues' started by kreome, Aug 13, 2006.

    Aug 13, 2006
  1. kreome

    kreome Dormant account

    Computers as a hobby
    Germany Berlin
    I wont say the name of the casino but I will say it is powered by Playtech.

    I had a balance of more than 4000 GBP in the casino, the casino reversed the money back to the account claiming I did not wager enough.

    I logged in after more than a month and I saw 0 balance.

    I contacted the casino and they said that the whole money was lost in Multihand prontoon.

    I never played Prontoon in my life and I don't know how to play it.

    I had an account with many other playtech casinos and I never played Prontoon, it is not me who played it.

    The casino insist that it is in the game history and I played that game.

    I have no idea how this issue can be solved. The balance I had is a substantial amount.

    Dear xxxxx

    Thank you for choosing to play at xxxxxx

    We have received your withdrawal request for the total amount of
    Ј4,218.00, together with your preferred payment method of money NETeller.

    Your transaction request code is:xxxxxxxxx

    Please be advised that all withdrawal requests are processed 4 business
    days following the request date, as per our Withdrawal Policy, unless
    stated otherwise according to your VIP level. Your withdrawal request
    will be displayed in the 'Pending Withdrawals' section under the casino's
    Cashier section until the day it is processed.

    Dear xxxxxxxx

    You had recently requested a cash-out on the total amount of Ј4,218.00
    after making your first deposit and receiving a first deposit Bonus.

    Please note that you did not comply with our bonus policy, either not
    wagering at least the minimum required in total bets or wagering on
    excluded games (see website for detailed list). We have therefore credited
    your cash-out back to your casino account.

    Dear xxxxxx

    Thank you for choosing xxxxxx

    This is xxxxxx from the support team. We are in receipt of your last sent email in regards to your your casino account balance.

    xxxxx please be advised that your founds was returned to your account on the 09/11/05 , this was then played down to zero in the game of Pontoon Multihand. Feel free to check your game history by returning to the game your were playing which is Pontoon Multihand and select game history, you should see the history and how the money was played down.

    What should I do ? I sent them an email but I think they are going to insist on their side, I want the money because I never played it.
  2. Aug 13, 2006
  3. NoMouthToScream

    NoMouthToScream Experienced Member

    First thing I would do is check your computer for hidden trojan horse software. Then I would ask the playtech to check ip's of where the games were played. See if it's the same or not. Find out if anyone else has used your computer or know your account information. I don't know what to say besides that. It's probably gonna be gone.
  4. Aug 13, 2006
  5. The Watchdog

    The Watchdog Dormant account

    sports, poker, casinos
    Costa Rica

    Why wont you tell the name of the casino?

    How do you expect for this to be solved??

    are they "licensed" by anyone? or do they have any type of "seal" on their website??

    Ask them from which ip was pontoon played... actually request it, and verify it with playtech...
  6. Aug 13, 2006
  7. kreome

    kreome Dormant account

    Computers as a hobby
    Germany Berlin
    After I threaten the casino with a pitch a bitch they sent me an email that the balance in the account is back to 4000 GBP.

    I think they lied at the first place, it is amazing what they did!!!

    By the way, it is not the first time this casino is erasing transactions even from the trasactions log.

    Now they say I require to wager more, this is a lie as well.

    At the time that I played I completed the wagering, they are lying again and again.

    I emailed them that I am not going to wager a dime more, lets see what they have to say, they want me to wager an extra of 45,000, BS.

    Here is the stupid email they sent:

    Dear xxxxx

    Thank you for choosing xxxxxx Casino.

    In response to your email please note that you have a balance of Ј4,198.00 in your account.However please that you are required to wager Ј45.780.00 more in allowed games for the first deposit bonus that you received.

    Please note that bets placed in the games of Baccarat, Baccarat Live, Craps, Roulette, Double Zero Roulette, Roulette Live, Roulette Pro, Sic Bo, Sic Bo Live does not count towards your wagering requirements.

    We do apologize for any inconvenience caused in this matter and do hope we have your understanding in this matter

    Do enjoy the rest of your evening!!

    Should you have any questions or concerns, please do not hesitate to contact the xxxxxxCasino Support Team. We are available 24 Hours a day, 7 days a week.

    With Best Regards,

  8. Aug 13, 2006
  9. Vesuvio

    Vesuvio Dormant account

    Sounds incredible all round. I'd say you could name the casino and they'd be rogued on the spot, but from the last sentence I'm guessing it's Joyland? In which case they're already rogued and Bryan probably can't do much to help. You should name them anyway so others can at least avoid playing there - though I realise your main aim is trying to get your money back!
  10. Aug 14, 2006
  11. The Watchdog

    The Watchdog Dormant account

    sports, poker, casinos
    Costa Rica

    From what I read I felt as been treated by people from either Joyland or Club Dice...

    Tell us buddy, you are making a favor to the online gambler avoiding places like this.

    My advice.. play hard in Jacks or Better of Playtech... if you have 4000 pounds you can easily built that balance to 10.000. Once you have reached that play some 3 card. Then some slots..etc..
  12. Aug 14, 2006
  13. suzecat

    suzecat Dormant account CAG MM webmeister

  14. Aug 14, 2006
  15. Macgyver

    Macgyver Dormant account PABnononaccred

    North Carolina
    Yes? :confused:

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