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Resolved Whine about Expekt

Discussion in 'Casino Complaints - Non-Bonus Issues' started by happyformonths, Aug 12, 2013.

    Aug 12, 2013
  1. happyformonths

    happyformonths Non-Gambler PABnononaccred2

    Occupation:
    Writer
    Location:
    the land of GBP
    Long time (like forever) lurker here. Just want to let off steam, though I know I can't win this one.

    I registered with Expekt, deposited, played, won 12x my deposit, played till I lost half those winnings, went to withdraw. This over c.48 hours. On going to withdraw, no functions work. I log out then when I try to log back in, I'm told my account has been locked.

    Turns out I registered with them once before, I guess it must have been3-4 years ago based on my history of gambling periods but I have no recollection.

    Ok fair enough, and they say in their email ""we will be most happy to return the balance of your account to you, but now you must provide a bank statement showing IBAN etc etc". I'm not worried, maybe this means a day's delay, but at least I'll get my withdrawal. I send all the info and 48 hours later they reject it. After asking why, 24 hoirs later they say actually no it's fine. After another 48 hours they email again asking for the same info... which I re-send, then silence again.

    So I try their live chat. She assures me the docs have been accepted and I'll get my withdrawal. Just before I sign off I think to check the exact amount it will be in my currency. She tells me the amount of my withdrawal will be the same as my initial deposit. Surely some mistake, I wail, but no, they have confiscated my winnings because I'd held this earlier account years ago.

    I opened, deposited and played in good faith so I feel a little bit stung. At no point did I use false details (why would I?) or pretend to be someone else, but they keep quoting T&Cs about fraud and false data. It also seems a shame that they said in writing that they'd pay me my balance, after closing my account, and have now gone back on this.

    I realise I am technically in breach of their rules so I won't ever see the money I won, but it is galling that they have been so incompetent and slow at every step of the way (as well as SIX separate delays over accepting my ID, they didn't send me the chat transcript when I asked and they said they would), not to mention that they won't acceptmy having made a simple mistake and are withholding winnings as if I had committed fraud -which they know i haven't because they have all my ID.

    I guess the moral of the story is keep lifelong records of everywhere you ever open an account, don't trust customer services to mean it when they say they will give you your balance, oh and avoid Expekt. :rolleyes:

    Yours bitterly,
    HFM
     
  2. Aug 19, 2013
  3. smokeeye

    smokeeye Experienced Member

    Occupation:
    Salesman
    Location:
    Norway
    I wouldn't go so far as to recommend to avoid Expekt because of your two accounts.
    They have shown to be a safe brand til now and will probably continue with it, and they are pretty big aswell, arent they?

    Either way you did breach the terms, but I am sorry for your losses. If I am to join a new casino I always ask on Live chat if there's anything registered on my email adress, name or adress just to be sure, and with that I have never encountered any similar problem. :)

    They will return your deposit though, which is good. So now you got a new chance trying to win.
     
  4. Aug 19, 2013
  5. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    I should think a PAB on this would be in order, no? Your situation should buy you a bit of wiggle room given the circumstances, at least judging from what you've reported here.

    If you're interested see the links in my sig. Start with the Pitch-A-Bitch FAQ.
     
    1 person likes this.
  6. Aug 19, 2013
  7. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    This is an illustration of why I am so harsh on casinos. When THEY make a mistake, it's a case of players should accept that "we are all human, we all make mistakes sometime", yet when the PLAYER "is human", there is no such thing as an "innocent mistake", it's always a fraudster that slipped up and is now pleading "innocent mistake" because they got caught.

    Technically, it makes no difference which account you deposit in, the results are random. If no false details were entered, their internal systems should have detected this in an instant, and locked the account at the point of registration to refer the matter to support, rather than let the player carry on. Fraud is where someone knows that there are systems in place to kill multiple registrations, and so deliberately uses different details so as to circumvent these registration checks.

    To make matters worse, THEY are making repeated mistakes in their handling of this issue, with one CS rep saying one thing, and then another saying something different, losing your information and requesting you send it again, etc. I am sure they will feel it sufficient to just say sorry, they are human after all, and that they will learn from this and make changes in/retrain, elements of CS.

    Just because fraud is a major problem, it doesn't mean there is now no such thing as a player making an innocent mistake.

    Operators don't like it when THEY are branded as "rogue" because of their making of an innocent mistake in the case of one player, nor those who believe that there is no such thing as an innocent mistake when a casino screws up the payment of a players' winnings.

    Despite the feeling that it should not be necessary, one SHOULD keep a record of all accounts ever created, even if never actually played, plus the group to which the casino belongs. The systems casinos have in place are unreliable, and so is memory. It's also worth updating the list when you hear that a casino you no longer play at, but still have a dormant account at, makes changes, especially of the name and software, so as to avoid the inadvertent creation of a duplicate account.

    My own list has several parameters, so I can keep track of all the accounts I have ever created. The more casinos one tries, the more important such a list is.

    There are also casinos that deliberately seek to trick players by changing their name and operating group, yet still expecting players to have kept track, even though the intent of the change was to DISRUPT the keeping track of an operation with a bad track record. An example is the "new" casino Ruby Slots, supposedly run by a similarly "new" operator, but which is actually yet another attempt by Virtual group to dodge their almost universal rogue status, and they WILL void winnings for a Ruby Slots player on the grounds that in the past they had signed up at another Virtual casino and claimed either a free chip or welcome bonus there.
     
    1 person likes this.
  8. Aug 19, 2013
  9. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    As long as you didn't claim the welcome bonus on BOTH accounts, then I can't see the issue. Even if you received a SUB on the first one ONLY, it should be possible to just close the duplicate account.

    It happened to me at Party Casino and they did exactly that, and paid my winnings.

    Still, if the terms say they don't have to pay, then you're probably SOL.
     
    2 people like this.
  10. Aug 19, 2013
  11. happyformonths

    happyformonths Non-Gambler PABnononaccred2

    Occupation:
    Writer
    Location:
    the land of GBP
    Thanks guys, to be honest I wasn't really expecting any sympathy!

    I didn't take a bonus this time and am pretty sure I wouldn't have done the first time either, unless it was over 6 years ago (I stopped taking bonuses when casinos started effectively forcing you to play slots, which I'm not into). Though it could have been over 6 years ago I suppose. Anyway certainly not this time.

    Well I guess I'd better stop discussing it if I'm going to take it further. Cheers.

    HFM

    Edit:ah, i don't think I can PAB as they're not accredited and Max already sorted out a PAB for me very kindly with Empire back in about 2006/7. Never mind. Will let you know if I get anywhere.
     
    Last edited: Aug 19, 2013
  12. Aug 19, 2013
  13. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Do the PAB, sooner is better.
     
    2 people like this.
  14. Aug 20, 2013
  15. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    The OP did submit the PAB, :thumbsup: , but it turns out they also submitted it to another complaints service at the same time. I'll need to wait until that has run its course before I can proceed. I've asked the OP to let me know if they still need the PAB once the other agency has done its work.
     
  16. Aug 23, 2013
  17. happyformonths

    happyformonths Non-Gambler PABnononaccred2

    Occupation:
    Writer
    Location:
    the land of GBP
    Happy to say that Expekt reviewed my account (not sure what prompted this as eCOGRA hadn't yet been in touch with them and the PAB hadn't started, as Max said above) and paid me back my whole balance, now in my bank account :thumbsup:

    Their email said my account would stay closed but that's ok - for whatever reason I have my full withdrawal. <Whine ends>
     
    6 people like this.

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