Hey,
Back in June of 2006 I was given a 12k cashable bonus from Cirrus Casino on a 12k deposit. It was a 100% unlimited match, fully cashable. Over the past 2.5 years they have been very slowly paying out my winnings, and recently they informed me that they won't be paying the last 12k, claiming that it was a non-cashable bonus. I have multiple forms of evidence (chat logs, screen shots, T&C's) to prove otherwise - that state that the bonus I received was fully cashable.
The customer service rep's (or the names, at least) have changed multiple times since I requested my cashout in 2006. The current managers state that all bonuses are non-cashable and refuse to examine my situation. I had also played at Cirrus in January 2006, at which time also received a cashable 100% bonus. That bonus was paid out in full. Seems they're just trying to brush the second one under the rug.
Any help or suggestions on how to recover these funds from Cirrus (an RTG casino) would be appreciated greatly. I tried to post this in the Disputes forum, feel free to move this post as seen appropriate.
Thanks!
-Paul
You need to be a member of The APCW to add comments!
Thanks for the nice welcome in my thread and wall!
I have a whole mess of various chat transcripts, some as screenshots and others just text files. It looks like you can only attach 3 files at a time, so I'll put 3 of the most relevant ones on for now. If there is a more efficient way to forward you the files, let me know.
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1st Attachment
Screenshot of the manager Christine (the one who issued the bonus) confirming that I was owed $51,000.
2nd Attachment
Screenshot of a chat which confirms that the wagering requirements were met.
3rd Attachment
A chat log with "Jon" from customer support, from June 22nd 2006. This was after I had requested a cashout, and they had begun hassling me. On the 38th line he says:
"Jon: Paul you won $51,000 on a 100$ fully cashable bonus"
This is obviously meant to read 100% cashable, but either way it shows that the bonus was fully cashable.
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My $12,000 deposit was made on June 12th 2006, and received the $12,000 bonus on the same day. I played during the next ~10 days, and requested a cashout on June 22nd.
As I had mentioned to you in our private messages, we have been dealing with the Gambling Wages Affiliate Program for about 6 months now. They are members at APCW for now. That membership expires on December 31st unless they elect to continue.
Now an affiliate program handles the marketing arm of the casinos which deals with affiliates. In many cases they do not have control over how the casino management deals with players. The influence that APCW uses to resolve these issues comes from our distribution of information about these casinos via our website, videos, and podcasts... but some programs respond and some do not.
I feel it's important to distinguish between casino management and affiliate programs so people full appreciate the challenges involved with trying to recover player funds via an affiliate program. The player comes to APCW, we contact the affiliate program, they contact the casino, and then the investigation starts. This process can get complicated and take a while.
That said, the APCW is always more than happy to try our best to recover player and webmaster funds owed. Please forward to me all evidence that you have with as near to the date these things occured. Everyone knows that the APCW tries to be even handed, but we're also not affriad to kick a little XXX either! =0)
Replies
Thanks for the nice welcome in my thread and wall!
I have a whole mess of various chat transcripts, some as screenshots and others just text files. It looks like you can only attach 3 files at a time, so I'll put 3 of the most relevant ones on for now. If there is a more efficient way to forward you the files, let me know.
------------------------------------------
1st Attachment
Screenshot of the manager Christine (the one who issued the bonus) confirming that I was owed $51,000.
2nd Attachment
Screenshot of a chat which confirms that the wagering requirements were met.
3rd Attachment
A chat log with "Jon" from customer support, from June 22nd 2006. This was after I had requested a cashout, and they had begun hassling me. On the 38th line he says:
"Jon: Paul you won $51,000 on a 100$ fully cashable bonus"
This is obviously meant to read 100% cashable, but either way it shows that the bonus was fully cashable.
------------------------------------------
My $12,000 deposit was made on June 12th 2006, and received the $12,000 bonus on the same day. I played during the next ~10 days, and requested a cashout on June 22nd.
-Paul
51k.JPG
Cirrus WR.JPG
June 22 Cirrus.txt
As I had mentioned to you in our private messages, we have been dealing with the Gambling Wages Affiliate Program for about 6 months now. They are members at APCW for now. That membership expires on December 31st unless they elect to continue.
Now an affiliate program handles the marketing arm of the casinos which deals with affiliates. In many cases they do not have control over how the casino management deals with players. The influence that APCW uses to resolve these issues comes from our distribution of information about these casinos via our website, videos, and podcasts... but some programs respond and some do not.
I feel it's important to distinguish between casino management and affiliate programs so people full appreciate the challenges involved with trying to recover player funds via an affiliate program. The player comes to APCW, we contact the affiliate program, they contact the casino, and then the investigation starts. This process can get complicated and take a while.
That said, the APCW is always more than happy to try our best to recover player and webmaster funds owed. Please forward to me all evidence that you have with as near to the date these things occured. Everyone knows that the APCW tries to be even handed, but we're also not affriad to kick a little XXX either! =0)