A nightmare..all money in my account taken out by the casino

[cocopop3011]

3 hours ago, Hkaris said:

Well we see if Askgamblers accepts my complaint 

Fingers crossed! Good luck and keep us updated. 

[Hkaris]

My complaint is rejected by AG......:-(((((

[ValDes]

36 minutes ago, Hkaris said:

My complaint is rejected by AG......:-(((((

Hey there, 

Have just reviewed the rejected case you are referring to. It appears that the information stated in your complaint is probably a hundredth of what's you have already posted in the forum which is  really a blatant demonstration of disrespect to our complaints service and team. Anyway, considering this as a mistake made by a new AG member who's not yet in aware of how things work here or who simply cut reading AGCCS Guidelines apparently. 

Strongly encourage you to limit your forum comments and focus instead on building a strong AGCCS case, containing ALL the relevant facts, details and of course, proofs, that could help the AskGamblers Complaints Team in identifying the issue and finding the best way to help you further.  More info of what you are expected to provide has been clearly stated with the rejection message which you obviously have already received. 

Good luck! : 

[Hkaris]

Hi, 

I am very sorry for the misunderstanding. The last thing I want to do is being disrespectful. I read the complaint guide and there is the advice to not write a too long story, so I compressed it into a format with just concerning issues. I didn’t send yet any screenshots because I wanted to wait for your comment on my text. I am totally aware of that I wrote much much more in my posts  but this was larded with emotion. So my intension was to do not write  down trivial matters. Again, I am really sorry for that if you needed some more of what I posted.

the screenshots I have are about:

Some of the chats I had and then in particularly the ones related to the promise to do further investigation...and they show that they just lied.

The other ones are showing on one page the format they use when you check your history....I went through thousands of pages starting at the time I started playing after my 50€ deposit. There are NO records of bonuses in between. As you can see they are just about the betting history. I think there are more than 5000 pages of betting history....but they show that I have never been playing other then with real money bets. 
I have a screenshot that shows my deposits. On 21st of January I deposited the 50€ where I got the winnings with. It shows that it was a non bonus deposit 

I have screenshots of the emails they sent about the rejection and some time later a final decision.

They keep/ show no record’s of bonus’s 

I can send all of them. The only thing is that it’s nearly impossible to copy more than 5000 transaction bets pages. Though it will proof that I played all the time with real money they don’t show any bonuses . Please advise me what to do.

I promise you that I will cut my posts about this subject to a minimum or if you prefer to zero.

 

 

[ValDes]

3 hours ago, Hkaris said:

Hi, 

I am very sorry for the misunderstanding. The last thing I want to do is being disrespectful. I read the complaint guide and there is the advice to not write a too long story, so I compressed it into a format with just concerning issues. I didn’t send yet any screenshots because I wanted to wait for your comment on my text. I am totally aware of that I wrote much much more in my posts  but this was larded with emotion. So my intension was to do not write  down trivial matters. Again, I am really sorry for that if you needed some more of what I posted.

the screenshots I have are about:

Some of the chats I had and then in particularly the ones related to the promise to do further investigation...and they show that they just lied.

The other ones are showing on one page the format they use when you check your history....I went through thousands of pages starting at the time I started playing after my 50€ deposit. There are NO records of bonuses in between. As you can see they are just about the betting history. I think there are more than 5000 pages of betting history....but they show that I have never been playing other then with real money bets. 
I have a screenshot that shows my deposits. On 21st of January I deposited the 50€ where I got the winnings with. It shows that it was a non bonus deposit 

I have screenshots of the emails they sent about the rejection and some time later a final decision.

They keep/ show no record’s of bonus’s 

I can send all of them. The only thing is that it’s nearly impossible to copy more than 5000 transaction bets pages. Though it will proof that I played all the time with real money they don’t show any bonuses . Please advise me what to do.

I promise you that I will cut my posts about this subject to a minimum or if you prefer to zero.

 

 

Feel free to request the required gaming logs from the casino team, they should be able to extract it and provide in xlsx format for example. No other way to prove you never touched bonus funds I'm afraid. 

[montecryptos]

Hello All, 

I wanted to clarify the situation with the following player. Firstly the player states that, they were playing with a 50 EUR deposit, which is not correct. He did deposit 50 EUR but eventually he lost the full amount of his deposit! Keep in mind that about his losts he has received a Cash Back bonus which falls under the Standard bonus T&C.

Unfortunately the winnings of the player are coming from the CashBack bonus that he wagered by branching our T&C, where it is clearly stated that the maximum allowed bet with bonus money is 5 EUR!

[ValDes]

2 minutes ago, montecryptos said:

Hello All, 

I wanted to clarify the situation with the following player. Firstly the player states that, they were playing with a 50 EUR deposit, which is not correct. He did deposit 50 EUR but eventually he Lost the full amount of his deposit! Keep in mind that about his losts he has received a Cash Back bonus which falls under the Standard bonus T&C.

Unfortunately the winnings of the player are coming from the CashBack bonus that he wagered by branching our T&C, where it is clearly stated that the maximum allowed bet with bonus money is 5 EUR!

Hello there @montecryptos and welcome to AskGamblers Forum. 

Assume you are the MonteCrypto's official casino rep, that's why your forum title has been changed accordingly. 

And thanks for jumping in with your version of the story, your assistance is appreciated.   

[pinnit2015]

If the OP lost the 50 and played with the Cashback bonus then that certainly changes the nature of the complaint as the narrative here has been built on bonus’s being dropped into the account

[montecryptos]

46 minutes ago, ValDes said:

Hello there @montecryptos and welcome to AskGamblers Forum. 

Assume you are the MonteCrypto's official casino rep, that's why your forum title has been changed accordingly. 

And thanks for jumping in with your version of the story, your assistance is appreciated.   

Hi thank you for updating our account! I am glad that we could clear up some of the details necessary!  

[Hkaris]

I didn’t play down all of my real cash of the 50€ and while playing you threw in apparently a bonus without me knowing! I just asked for a reasonable compensation and wouldn’t the casino benefit from a gesture of goodwill?

[montecryptos]

20 minutes ago, Hkaris said:

I didn’t play down all of my real cash of the 50€ and while playing you threw in apparently a bonus without me knowing! I just asked for a reasonable compensation and wouldn’t the casino benefit from a gesture of goodwill?

Just to follow up on your statement, on the 21st of Jan at 09:54 , you deposited 50EUR, using which you have 330EUR in bets until 10:26, after loosing the las of the real money balance, the withdrawal of 1,000 was cancelled (please not those 1000 were generated from your cashback) then started playing with the BONUS balance of 1,000 at 10:40

[Hkaris]

Not true the withdrawal of 1000 followed by two times 500 were canceled not until Sunday 26th....meanwhile I played...won 92k at one moment and then went down to 17k and stopped....so on 26th..then I received a message that all money was taken...as you can see I was not informed by any money taken before and explain me in case I would have played down my real money...where s this 1000€ bonus money coming from? I never could have finished my real money! Besides I very much regret that all of this you bring up right now while I asked many many times to communicate...

[Hkaris]

Ok I may have misread...but please tell me....at that time I canceled a 1000 withdrawal (I made new ones afterwards) this is real money in my account...and doesn’t real money always has priority to play first?  Please come up with a settlement so both of us can keep on going ....

[pinnit2015]

3 hours ago, Hkaris said:

Ok I may have misread...but please tell me....at that time I canceled a 1000 withdrawal (I made new ones afterwards) this is real money in my account...and doesn’t real money always has priority to play first?  Please come up with a settlement so both of us can keep on going ....

Probably best to get those transactions and route it formally through complaints processes. AG Team can look at it via that means 

[pinnit2015]

7 hours ago, Hkaris said:

I didn’t play down all of my real cash of the 50€ and while playing you threw in apparently a bonus without me knowing! I just asked for a reasonable compensation and wouldn’t the casino benefit from a gesture of goodwill?

Don't mean to stoke the fire but if confident about the above why ask for a gesture of goodwill? - I'd be pushing for ALL my cash.

If i knew i didn't do anything wrong I'd not be looking a penny less, so, if so, lodge the complaint on that basis. 

[Hkaris]

Well Pinnit, far from the case...I asked them many times to give me the betting log but they refuse....I just received an email after asking again saying as you can read below. They allow me to get back in the history...just until the mattering period...because they have to hide something...I have the sense that you trust the casino more than me...Inthought this is a players place...even  after all I wrote...while they just put in few words....without any any proof!

Hello 

Thank you for contacting our support team and providing us with a screenshot.

We really wish we could help you more, but the decision of our Finance Team is final and will not be reviewed. Let us know if you need further assistance, please.

Best Regards,
MonteCryptos Casino

[pinnit2015]

The only option is to do through the ADR or complaints process and see if it’s supplied as part of that. You can request a SAR from the casino; are you based in Europe? 

I know Valdes has said to supply it but if the casinos not doing this, I’m not sure if that can be incorporated into the complaint. Bit hard to argue your case if they’re not being forthcoming with that information.

[Hkaris]

Well, as I stated before...I can be a pit bull...so I sent them an email just now again and received and answer as you can read below.  I do not know what you mean by ADR and SAR...and yes I am in Europe.

Dear H,
Thanks for contacting to our Casino,
Hope this email finds you well,

Regarding your last email, We would like to inform you that your case has been forwarded to the relevant department, they will check on this and contact you back via email with further information as soon as is possible, if you need further assistance please do not hesitate to contact us, we are available for you 24/7, have a nice day;

Best Regards;
 

[pinnit2015]

Subject access request : GDPR they must supply information if you’re an EU Resident. Presume transaction logs would fall under this. Applies even if they’re not based in the EU but are offering citizens of the EU services.

Why don’t you refine the complaint for her : even add into the complaint that key information is being withheld? 
 

Don’t see the point in emailing them anymore; you’re just going round in circles

[pinnit2015]

ADR: alernative dispute resolution 

[pinnit2015]

They look like they engage with the AG people here so, and if I was the complaints team, I’d hope they’d be asking for it if you tell as part of your complaint that it’s been refused...maybe that’s not how it works but I’d hope that wouldn’t be much of an ask.

[Hkaris]

Thanks for your input.more than welcome. Well I informed the administrators about this. I’m really puzzled what to do now....Too me it should be that if I have a complaint they should proof that I am wrong... it seems to be in reverse...

[Hkaris]

Never been in contact with any complaint team of them...just agents and cashier...and a powerless VIP manager

[pinnit2015]

@ValDes can chime in tomo....I meant the complaint process via here

[Hkaris]

I already informed Valdes...just sent to the casino another email that I do not accept anymore delay..they just replied that I have to await the answer from the concerned department...