A poster deposit there in February, won a substantial amount, and the Casino refuses to pay. AVOID THIS PLACE AS ALL COSTS!!!!!!!!!
this is her side of the story:
What happened is this : on that day I deposited 500$, received a 1250$ bonus (non cashable, with 30 times deposit + bonus to wager), hit the blackjack tables and brought my balance to 4750$ in over 52500$ of wagering.
Before cashing out, I contacted Live Chat and Moe, one the CSRs, explicitly confirmed to me that I had fulfilled the wagering requirement for the bonus and he even congratulated me (I still have a copy of that chat session).
Two days later, the casino denied my cashout. They said blackjack did not count towards the wagering requirement, even though when I played there was no such rule. They added the rule restricting blackjack AFTER I played and cashed out.I checked the rules before playing and there was no rules restricting blackjack. There is no way I would have missed it since, once the rules appeared, it was in plain view at the top of the Rules & Reg. page. Also, I have been in contact with another player who was explicitly told that blackjack counted and he was told that AFTER the time of my cashout. I contacted Janet Evans from customer care and she maintained that the blackjack rule was not modified.
At that point, I made some efforts in getting the issue resolved but I wasn't successful.
On March 20, I lost patience with the whole thing and, in the hope of ending the problem, I logged into my casino account and hit the baccarat table. Bacarrat is one of the games which counts now (and counted at the time of my original deposit) towards the rollover for my bonus.
I started my wagering all over again and wagered over 52500$ of mostly 50-200$ hands of baccarat. At the end of this session, I had won and additional 47$ which took my balance to 4797$. I thought that my troubles were over, but apparently I was wrong.
Right after wagering, I asked Linda from Live chat to confirm my rollover for the day. She said 46,915$. At this point I logged back into my casino account, opened my play history and proceeded to manually count every single bet I had made that day. The total was near 53k, which closely matched my own data, but was 6k over the rollover they told me.
Linda was supposed to inquire the discrepancy and come back at me shortly, but she did not. Later on I chatted with Pablo who promised someone would look into it but it would take 24 hours. The next day I heard nothing from the casino, so I opened a chat and spoke with Duke. Duke said he would get my real rollover total in a few minutes. After a while he came back to the chat and told me all my baccarat play was worthless, because of my blackjack playing back in February! This makes no sense at all since blackjack was never EXCLUDED. The rules, even the present rules, merely mention that blackjack does not count towards rollover. Nothing more. The rule goes like this : "The games Roulette, Casino War, and Blackjack (any variation) do not count on rollover requirements." This is the rule that appears on the casino's website today. It has not been changed since appearing there a couple of days after my original playing session in February.
I emailed the manager Rob Marshall about the outrageousness of this but he did not reply.
A few days later I emailed support with a fresh request for my total baccarat rollover. The reply came from Janet Evans from the accounting dept. She failed to give my baccarat rollover, but she wanted me to forfeit my winnings on the basis of my blackjack playing. The english in her email was so bad that it was barely readable, but that's what I understood of it.
I showed some good will by wagering another 53k on baccarat on top of the disputed blackjack play. I accepted to dismiss all my blackjack play in order to solve a dispute and in response they bring forward an artificial, undefendable reason to deny my winnings. I think this is extremely dishonest of them.
this is her side of the story:
What happened is this : on that day I deposited 500$, received a 1250$ bonus (non cashable, with 30 times deposit + bonus to wager), hit the blackjack tables and brought my balance to 4750$ in over 52500$ of wagering.
Before cashing out, I contacted Live Chat and Moe, one the CSRs, explicitly confirmed to me that I had fulfilled the wagering requirement for the bonus and he even congratulated me (I still have a copy of that chat session).
Two days later, the casino denied my cashout. They said blackjack did not count towards the wagering requirement, even though when I played there was no such rule. They added the rule restricting blackjack AFTER I played and cashed out.I checked the rules before playing and there was no rules restricting blackjack. There is no way I would have missed it since, once the rules appeared, it was in plain view at the top of the Rules & Reg. page. Also, I have been in contact with another player who was explicitly told that blackjack counted and he was told that AFTER the time of my cashout. I contacted Janet Evans from customer care and she maintained that the blackjack rule was not modified.
At that point, I made some efforts in getting the issue resolved but I wasn't successful.
On March 20, I lost patience with the whole thing and, in the hope of ending the problem, I logged into my casino account and hit the baccarat table. Bacarrat is one of the games which counts now (and counted at the time of my original deposit) towards the rollover for my bonus.
I started my wagering all over again and wagered over 52500$ of mostly 50-200$ hands of baccarat. At the end of this session, I had won and additional 47$ which took my balance to 4797$. I thought that my troubles were over, but apparently I was wrong.
Right after wagering, I asked Linda from Live chat to confirm my rollover for the day. She said 46,915$. At this point I logged back into my casino account, opened my play history and proceeded to manually count every single bet I had made that day. The total was near 53k, which closely matched my own data, but was 6k over the rollover they told me.
Linda was supposed to inquire the discrepancy and come back at me shortly, but she did not. Later on I chatted with Pablo who promised someone would look into it but it would take 24 hours. The next day I heard nothing from the casino, so I opened a chat and spoke with Duke. Duke said he would get my real rollover total in a few minutes. After a while he came back to the chat and told me all my baccarat play was worthless, because of my blackjack playing back in February! This makes no sense at all since blackjack was never EXCLUDED. The rules, even the present rules, merely mention that blackjack does not count towards rollover. Nothing more. The rule goes like this : "The games Roulette, Casino War, and Blackjack (any variation) do not count on rollover requirements." This is the rule that appears on the casino's website today. It has not been changed since appearing there a couple of days after my original playing session in February.
I emailed the manager Rob Marshall about the outrageousness of this but he did not reply.
A few days later I emailed support with a fresh request for my total baccarat rollover. The reply came from Janet Evans from the accounting dept. She failed to give my baccarat rollover, but she wanted me to forfeit my winnings on the basis of my blackjack playing. The english in her email was so bad that it was barely readable, but that's what I understood of it.
I showed some good will by wagering another 53k on baccarat on top of the disputed blackjack play. I accepted to dismiss all my blackjack play in order to solve a dispute and in response they bring forward an artificial, undefendable reason to deny my winnings. I think this is extremely dishonest of them.
