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Rey 8 - Non payment and rogue behaviour
Ruling
Rey 8 casino changed their name to Planet Kings and appear to have failed to return a player's funds in the process. They were completely unresponsive when we tried to contact them about this issue.
Player's Complaint
During last summer I was playing in a Playtech casino named Rey8. I made 2 withdrawals, one at the end of May for £800 and one a few months later for approximately £1500.
A notarized ID to Paragon in the Philippines was requested and duly sent by registered delivery. They claimed it never arrived and Royal Mail tracking is only able to track it to the country and not to the door. I had no choice but to give them the benefit of the doubt and prepared and sent another one. Again they denied receiving it but I finally got one of the support team to personally make it his job to find it. I think I hassled him so much he did this for me and confirmed they had it and it was verified. This was played out over several months and with this confirmation I withdrew the balance which was approximately £1500.
Again they asked for a notarized ID and I kept telling them they had it. It was very tedious going over the whole story time and time again.
The next thing to happen was Rey8 telling me they are changing their name to Planetkings casino which they did. So all my historic transactions can no longer be found in the new casino, hence my approximation of the second withdrawal.
They do not reply to emails any more but I know they still receive them. The same names were in the web-site chat pop-up for some time but they only ever said they will pass it on to the management team. Now the chat on the web-site is never manned and the chat within Planetkings casino itself is met with denial of any knowledge of the situation.
Rey8's web-site implied they were licensed in Curacao, I contacting [email protected] who said:
Thank you for your message.
We do not provide licensing for this brand. Perhaps you can contact the management company of Brunello B.V. which is listed as eMoore: Stefan Sluijter [email protected] may be a person to start with for further assistance
I dont know what roll Stefan has, maybe just an employee.
My account number at Rey8 is [REMOVED} and at Planetkings is [REMOVED].
Please don't publish any details like name or account numbers.
Kind regards
[REMOVED].
2 Responses
At this stage we here at ThePOGG.com would like to make it completely clear that we have gone to great length to get a response from Rey8/Planet Kings with no success.
We have emailed the customer services department of both casinos on multiple occasions, tried the live chat facilities (which both automatically shut down when the question was submitted) and even gone so far as to get a contact email address for one of their affiliate managers and contact them directly without any response what-so-ever.
Given the lengths we've gone to we have no choice but to assume that Rey8/Planet Kings are aware of this complaint and choosing not to engage with the mediation process. As such we are left with no choice but to find in favour of the player and encourage players to avoid these venues - regardless of the issue at hand, the lack of communication that has been highlighted here is very worrying.
We will forward this report onto all available contact methods and if Rey8/Planet Kings wish to discuss this at a later date they can contact us at [email protected]
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Agreement
FAVOX consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
January 24, 2013
Hi FAVOX,
Could you forward on the email correspondence where Rey8 confirmed receipt of your Notarized ID and also the correspondence with Curacao eGaming to this address - [email protected]?
Thanks
ThePOGG