Online Casino

Thanks for your advice Imagination your a very sweet young lady. I just hope they put the money back.

Luke,
My first recommendation when you have a dispute with a casino, any casino not just the Virtual group ones, is to read the T&C one more time and build your case. If you go to the central Dispute section, also see what their recommendation is for approaching the filing of a dispute... and follow it.

I saw where you saved the copy of your chat with Andres, but not the one with "Brian". It is a good habit to copy all conversations with a casinos support for your own record, particularly when it is to the effect of what Brian said to you. Yes the casino does keep logs of the chats... no, once it is in dispute, they probably will not share them with you so it is a CYA move to ensure you have what was really said, and not what your memory says it was.

Shelli posted a contact phone number as well. Often, when results are les than satisfactory or your dispute is with live support... a call and request to speak with the casino manager or Rep can, if you are able to maintain your calm rectify things properly. When it becomes apparent that this will not be the case, thank them for their time and let them know you will file your grievance with Central Dispute.

No shouting or out of control, even when your pissed. Idea is to show you are reasonable... and determined to have resolution. Yes it feels great to rant, and posting the warning here does give others some form of foreknowledge if you are ready to give up on pursuing your claim. If your claim is still active though, or is already filed, a public rant can actually harm your attempt, just as in a Landbased suit.

It is possible you may be contacted by The Prism casino rep, Ingrid for more information. She has been doing a great job with similar issues but remain aware that she does not represent the Cirrus group so while wishing to may not be able to , once again, pull the rabbit out of the hat. What she can do is see that a similar exchange never occurs at the three casinos she does represent, and your information can work wonders at ensuring that, so i ask you cooperate with her if she contacts you.

Hi Luke,

Thank you for sending me your username.

I've reviewed your account and all the chats you've had with our CS staff.  Unfortunately there are a couple of wrong statements in your post, and your description of the chats you had with Brian is very edited.

1. First you said "after winning on the first free chip at Cirrus casino" when it was actually your third chip in a row, just in Cirrus.

You made playthrough in Palace of Chance as well, on your 9th redeemed free chip on a row (you have requested over 30 only in that casino) and when you contacted CS by chat, Carolyn explained that you cannot cash out when you request one free chip after the next.

[14:30:50] Carolyn: Unfortunately you are not entitled to cash out since have redeemed more than one no deposit bonus in a row. A deposit in now required for you to continue to play, win then cash out.
[14:32:08] Palace of chance: so basically the money i have won right now i wont get nothing from it ?
[14:32:24] Carolyn: that is correct
[14:32:27] Carolyn: as per casino rules
[14:32:36] Palace of chance: what if i make a deposit can i withdraw it
[14:33:55] Carolyn: you can withdrawal what you have won with that deposit,you can actually add a nice bonus with that
[14:34:17] Carolyn: to have another chance to win
[14:34:55] Palace of chance: so if i deposit $25 i can withdrawl the 190.00 i have in my account ?
[14:35:13] Carolyn: not possible
[14:35:19] Palace of chance: dang
[14:35:28] Palace of chance: so i gotta start fresh
[14:36:29] Carolyn: that is correct

This chat above was this week if I'm not mistaken, so I believe you already understand how our terms work and you are conveniently omitting some facts in your post.

2.  You also said "Andres checked that everything was in order and that i qualified for the winnings" and that is not the case.  All Andres did was give you instructions on the procedure to request a withdrawal.  Even though most of the time CS reps try to check accounts in case there's a problem, if they have several chats and/or calls at the same time, sometimes they're not able to check the account thoroughly.  The department in charge is our Withdrawals department and if you had requested your withdrawal they would've denied it and explained why.

3. You came in the chat to ask why you couldn't redeem a free bonus in Slots of Vegas, that's when you spoke with Brian.  He explained:

19:59:12] Brian: Unfortunately at this moment you cannot receive a free bonus, the last transaction on your account is a free chip you cannot receive a free chip on top of a free chip you can ask again after your next deposit
[19:59:21] Brian: anything else this evening?
[19:59:51] Slots of Vegas: you got any other casinos i havent played in?

and this is when, at your request, Brian started reviewing your accounts in other  asinos, found the funds you had in Cirrus and explained he would have them removed because you would not be able to cash out.

I have the rest of this chat and a following one; if you have further questions on what you spoke with Brian there please let me know. There were valid reasons for him to terminate the chat, I can post them if you'd like. I am sorry if you feel he was rude to you, but I feel he was responding to what you were saying.

Basically, as it was explained to you more than once, you should not redeem a free chip after another.  I am sorry Andres didn't have the time to review your account and notice you had redeemed two chips before the one where you made playthrough, but that definitely does not change the standard terms and conditions.

If you have any questions, please let me know.

Sincerely,

Ingrid

My pleasure Jim 

So thats the trick you keep on giving free chips so if you win a playthrough on one casino you will lose it all playing another free chip at a different casino that you had no idea was related to the one where you won.

 Like they say if its to good to be true then it probably is.

Please stop giving away free chips cause they aint free, tell it like its is.

Please stop giving away free chips cause they aint free, tell it like its is.

Please stop giving away free chips cause they aint free, tell it like its is.