BetPhoenix - Bonus Terms Violation
Ruling
Unresolved - The age of this complaint against Bet Phoenix presents a significant obstacle to the review of the issue, by taking into consideration that both CasinoMeister and OSGA reviewed this issue far closer to the time of the issue and both concluded that Bet Phoenix were in the right, it seems unlikely that even if the relevant information could have been obtained it would ultimately have favoured the casino.
Read our Bet Phoenix Casino Review.
Player's Complaint
Here is the synopsis...I have been playing at BetPhoenix casino in the slot tournaments. I deposited 40.00 and played nothing but the slot tournaments. I had my money built up to over 1300.00 and then tried to withdraw some of it. I put in for the withdrawal on 9/4/2010. Member services sent me an email on 9/7/2010 stating that I needed to send in my documents to process my withdrawal. On 9/8/2010 the very next day I was sent an email stating that there was a free chip in my account. Why didn't they notify me of this on 9/7/2010 before they asked me to send in my documents?
They also told me that there are two different kinds of chips coupon free chips and courtesy free chips. Courtesy free chips show up in your real balance and you can't use them at your leisure. Supposedly that is what I received. I was playing on real money that I deposited. They claim that their automated system was down to notify me that a free chip had been deposited into my account. All that they can give me is an apology but the thing
Contact: Yes
RepName: [EDIT]
Response: Yes
Response Summary: They kept giving me the runaround.
Now they claim that they cannot find my account at their casino.
I went through Casinomeister and I have correspondence from OSGA and they found discrepancies but they couldn't do anything about it. I was just hoping maybe you could.
Thank you,
[EDIT]
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Hi Kbec980915 - welcome to ThePOGG.com.
I'm going to start with the bad news - I have recently been talking to a representative of the Bet Phoenix group when they were trying to get improved placement with ThePOGG.com. Unfortunately this resulted in their being moved to our Blacklist not due to their behaviour but due to a recent switch of software provider to Amigotechs software. Amigotechs software has been on our Blacklist for a long time due to multiple instances of their games malfunctioning that leaves us unconvinced about the platform integrity. As such 1) I'm not likely to be on good terms with this group and 2) there is absolutely nothing I can say about this group that would be any more damaging than Blacklisting them and as removing them from the Blacklist is not a possibility there's no incentive what-so-ever for Bet Phoenix to cooperate with me.
Over and above this, your complaint is a very old one - i.e. this would have been before Bet Phoneix shifted software providers. I've been told that the shift in software was due to the company being unhappy with Rival and as such I can't imagine that it's been a harmonious and it becomes likely that they will no longer have access to important information relevant to the issue.
The bottom line here is that this group is almost certainly going to be hostile towards this site and probably don't have access to the necessary information even if they were inclined to help.
I am happy to take a look but I have no expectations of a positive outcome.
To answer the question you asked about documentation and the free chips, that's nothing unusual. All accounts will be required to provide ID before any withdrawal is sent for processing, but the analysis of play won't take place until before the withdrawal is actually approved. Withdrawals won't be sent for approval until after ID has been received.
As I stated above, BetPhoenix have changed software since your play and as such it doesn't surprise me at all that they can't find your account. This factor in itself likely makes the complaint impossible to do anything about.
From what I can pick out this really boils down to whether or not you actually had a free chip in your account at the time of your play? Obviously a free chip is going to carry a max cash out restriction which means the majority of your winnings would be considered void? Is that what you feel the heart of the issue is?
If you do want me to talk to BetPhoenix I will need you to provide me with the username and email address you used at BetPhoenix so that we can try to find your account.
Thanks,
ThePOGG