Always Cool Casino - No response on withdrawal request

RESOLVED
posted on June 11, 2014.

I have waited 3 weeks for my withdrawal request to be approved from AC Casino. I have submitted all required documents and have sent emails to management who assures me they will respond but still nothing.
As it is, AC does not make the documents available to you until after you make a withdrawal request which prolongs things enough but then after you play all those game of submitting documents when asked for them, then waiting several days for a reply, then are asked to submit more documents, and then no responses at all. I am not very happy with the service I have gotten. I like the casino and the games and I have made many deposits so I think I deserve to be treated better than this when it is my turn to get some money.
My log on ID at AC is TheNewtMan

posted on June 11, 2014.

Hello TheNewtMan

As per our rules, players who take bonuses and forfeit them are subject to losing all bonus and any winnings. In this care you are eligible to have your $25 deposit withdrawn but all winnings are forfeit due to the following rule


Term #3 - Wagering Requirements Must be Met

In order to withdraw after receiving any of the many bonuses Always Cool Casino has to offer, you must first complete the wagering requirements associated with that bonus. You have the option to forfeit all winnings and all bonuses and reclaim the cash balance that remains in your account at any time regardless of wagering requirements.

posted on June 11, 2014.

I called in and talked to customer service on two different occasions and was assured that I could collect on my winnings from my deposit and forfeit the bonus because I had not used it at all.
So what you are telling me is the $2,000.00 I have won with my deposit is completely useless?
I have been waiting for almost a month with $2,000.00 in my real money account and $949.00 in my bonus account all for you to tell me that it is worthless and I have to play until I loose my deposit and all my winnings so I can play with the bonus and try to meet the playthgrough on that?
When I called and asked about this same situation the first time the customer service even looked it up in the terms and conditions with me and read the rules and interpreted them to mean that I can collect my winnings from my deposit and forfeit my bonus as long as I had not used any of my bonus. I called in twice more and asked the person I spoke with if that was true and they both said yes, just file my support ticket and I would be awarded my winnings.
Now you are telling me that I have waited a month for my ticket response just to tell me that I need to throw away my $2,000.00 in my real money account because there is no way I can win with it?

posted on June 11, 2014.

...and what about the thousands of dollars worth of wagering I have already done with my deposit? That counts for nothing?
You are trying to say that at your casino all deposits need to be thrown away and are worth absolutely nothing? and all the playing you do with your real money account is worth nothing at all and it is only there for you to deposit into then throw the money away?
Please be clear, I am sure that all of the gamblers on this forum would love to hear you say that our deposits, winnings with our deposits, and play-through with our deposits are worth absolutely nothing at AC Casino

posted on June 11, 2014.

So, if deposits and the wagering and winnings with them are worth nothing and all you can win with is the wagering on your bonus which is always limited as to how much one can win with....then no one can ever win big at AC Casino and all those high dollar jackpots you see are just for show...Is that what you are telling all of us?

posted on June 11, 2014.

As you can see I have $2,000.00 worth of winning which at one point was over $3,000.00 and my bonus was never touched. This is worth nothing?

posted on June 11, 2014.

It says Real Money not throw away pile

posted on June 11, 2014.

My cash balance "Real Money" is $2,000.00 dollars and as per your terms and conditions in the legal interpretation of those terms and conditions...that $2,000.00 is mine to claim.

posted on June 11, 2014.

The terms and conditions are very clear. If you take a bonus you must play it or you can forfeit all winnings and bonus and you would be left to withdrawal your deposit. If you decided to not take a bonus on your deposit your winnings would be 100% valid.

Casinos need to have protection against any form of bonus abuse and for that reason this rule is in place.

posted on June 11, 2014.

What about the times I called into your customer service and was told I could withdraw my winnings? They have caused me to sit on this for a month now rather than follow it to its necessary conclusion.

posted on June 11, 2014.

We will make sure our CS understand all the rules, this is an accounting department query though... Our CS team doesn't deal with the Accounting portion of payouts.

posted on June 11, 2014.

OK, so I was misinformed by CS on 3 different occasions according to you then?
Which is still the responsibility of your casino's management.
I went back like you said and tried to lose my deposit winnings so I can play with the bonus but I keep winning. My Real Money balance is now over $7,000.00. So I am just supposed to keep playing until I finally lose it all? This does not seem right at all...

posted on June 11, 2014.

I called in again and was told again that I can withdraw my winnings as long as I did not use the bonus yet and then when I told him that accounting says I can't he asked why you said I could not then eventually changed his story to match yours. This is ridiculous I keep winning and keep getting told I can withdraw my winnings everytime I speak with CS but you say I can't

posted on June 11, 2014.

You can see here that the casino was quick to advertise my latest win too. I demand that the casino honors what was told to me on 4 different occasions by CS and awards me my $7,000.00

posted on June 11, 2014.

Unfortunately the CS person you spoke to is new in the company and did on the conversation say your funds were tied to the bonus.

He has been properly trained. I will email you shortly with what I hope will be a solution.

posted on June 11, 2014.

Yeah he was new but was the 4th person to say that and he only changed his story to that after I told him you said I could not withdraw and exactly why you said it

posted on June 11, 2014.

I have contacted management and told them that I have had 4 different AC Casino representatives tell me I am entitled to my $7,000.00 and one that says I am not.

I will await your email to see what you have to offer as a solution to this mess.
Thank you, Mark

posted on June 11, 2014.

At no point does your term say you can not win with your deposit if you claim a bonus and 4 different AC Casino representatives have interpreted the terms to mean that I am entitled to my $7,000.00 winnings.

I hope that your solution is a good and fair one and I suggest that you make your terms and conditions more clear in their meanings from now on to both your players and your staff.

posted on June 11, 2014.

The term above does clearly state that. Should you forfeit the bonus all winnings are forfeit as well. These terms and conditions are on the site, very clearly stated.

posted on June 12, 2014.

That seems to suggest that you forfeit bonus winnings when you forfeit the bonus or it appears to be interpreted that way by the AC Casino representatives that I have look it up for me. Might I suggest that you add the wording to your terms and conditions that state "If you claim a bonus you can not win with your deposit funds, all winnings must come from the bonus after bonus wagering requirements are met" or something like that.

I still await your solution via email, I have a suggestion that may help you and AC Casino in this matter as well.

Thank you, Mark

posted on June 12, 2014.

I don't understand, you said that you would email me shortly with a possible solution but you never sent the email

posted on June 12, 2014.

I honestly believe I have made my point here. I have to say that I expected to be swindled and made to look the fool but honestly I don't see where that happened. The further we went with this issue the more it honestly looks to be in my favor. But lets look at things even harder from your perspective.

You say that everyone in Customer Service has been wrong and that you are right and that it is up to you and not them. Even if this was true it has been Customer Service that has advised me and impacted my decisions to keep playing the way I did and whether or not to take bonuses for years now and for me to spend money at your casino time after time. It was them who up until now has led me here. I have had no contact from you or have not had the benefit of your wisdom until now years later after spending probably thousands of dollars with your casino a month after I have finally won. Your words and interpretations after all that does not excuse the rest of the staff at AC Casino for the past years for according to you, misleading your customers and misinterpreting the rules. Your Casino is responsible and owes a dept and you can not come in now after all is said and done, years later and say it does not. That is not how business is done and that is not strictly speaking ethical.

posted on June 13, 2014.

I have not received your email yet.

You obviously have full access to the phone calls I have made into Customer Support and can verify what I have told you is true about the last several calls I have made into Customer Support and how they have all told me up until not that if I win with my deposit I can forfeit the bonus and collect my winnings from the deposit as long as I have not used the bonus. This is why I have claimed the bonuses when I play and this is why I am due my $7,000.00 winnings now.

posted on June 13, 2014.

I have enjoyed playing with AC Casino and I have no wish to be in conflict with them but what is right is right. I followed the rules given to me by AC Casino representatives and after years of spending a lot of money there I finally won.

posted on June 13, 2014.

I honestly don't even know why we're still arguing about this. Your interpretation of the rules has been out-numbered by your own staff's interpretation four to one. I have had four AC Casino staff members tell me the rules are in my favor both before and after I played and you have seen the proof for yourself.

posted on June 13, 2014.

AC Casino is refusing to honor the advise and interpretations of the rules they have provided for me and will not honor my withdrawal request. Now that this issue has come up Customer Support is completely changing their story and say that it is my fault for following the advise of AC Casino Customer Support because only accounting can speak to these rules.

They take no responsibility for the actions of their staff that has advised me to play this way and take the bonuses and say that it is not their problem.

posted on June 13, 2014.

We are not trying to cause an issue here. The rules are very clearly stated. With new staff sometimes you get inexperienced answers and for that we apologize. The staff has been trained. In terms of your claim it can not be more clear based on the rules stated on the website. There is no denying what the rule states.

We have given you a few options to help you, but the payout request will be denied for the above stated rule in the terms and conditions.

posted on June 13, 2014.

You can consider this case closed.
Thank you ASKGAMBLERS for giving us a forum to deal with these issues.

posted on June 13, 2014.

I would just like to say that I have called into Customer Support one last time on June 13, 2014 at 12:40pm Mountain Time USA and he was very nice and helpful and tried to figure out what to do with my $7,000.00. He looked up the terms with me and we went over everything that we could and could not decide what was the right way to handle thing by reading the Terms and Conditions. He told me he did not want to mislead me and I should talk with accounting on Monday.

This is the first time that I was not mislead by CS and shows that the terms are not as clear as you say they are...you should really take my advise I gave you earlier and make the terms more clear regarding what to do if you win with your deposit before you play your bonus.

posted on June 13, 2014.

The CS person's name was Fred. He was very nice, respectful, and professional and you need more people answering the phones like him.

posted on June 13, 2014.

Please do not close this case yet like I asked earlier. Let's wait until Monday like Fred suggested and see what accounting has to say.

I made another attempt to lose my $7,000.00 like I was told to on this complaint by the AC Casino Representative and I won again my Real Money Balance is now more than $12,000.00 I am tired of trying to lose.

There is something seriously wrong with the way things are set up on AC that forces a player to lose his money made on a deposit before he can try to win with a bonus that he has never touched.

posted on June 13, 2014.

This dispute is now worth over $30,000.00 I would really like to find a way to resolve this before it gets any more out of control than it already is.
The more I play the more I win and I am not an idiot, I realize that the larger that total gets the less likely I am going to be able to come to an arrangement with you guys.
Please lets put this thing to rest.
Thank you, Mark

posted on June 13, 2014.

You have been given two choices. These are the only choices available. The winnings will not count as per the terms and conditions.

posted on June 13, 2014.

I tried to play-out my balance like I was told to but I ended up winning more and now AC Casino has deactivated my account.

posted on June 13, 2014.

This is really in poor taste. I tried to do everything I was told to do by your staff and even agreed to your terms you sent in your email and now I can't even play-out my balance or even play with my original $25

posted on June 14, 2014.

My account has been reactivated and this matter has been settled. You may close this complaint.