Rome Casino - Won't pay winnings of $1522

UNRESOLVED
posted on April 24, 2013.

I deposited $200 at the Rome Casino on 4/23/13. I did not use a bonus and selected blackjack. The software crashed on my Windows 8 laptop before i had wagered one bet. It crashed after restarting the software and then crashed after unistalling the software and reinstalling two more times. Since i hadnt wagered anything i was able to chat live with a Rome agent and asked for my deposit back. He replied saying that tech support would contact me within 48hours and would troubleshoot the problem and if it couldnt be resolved in 48hrs they would refund my deposit. I then realized that i could logon and the software would freeze every 1-15 min. So i started wagering on blackjack and every once in awhile still had to restart. I had a balance of $1522.50 after playing 135 hands that same night. I wake up this morning less than 24 hrs from making my deposit and my account balance is $0.No email. No explanation.

I contact live support and the agent tells me that finance honored my request for refunding my deposit which canceled my winnings. No support contacted me at all.

They simply refunded my deposit to avoid paying me what i won. Bullshit.

posted on May 8, 2013.

Hi there,

My name is Noah and I work with Rome Casino. I'd like to help get this issue straightened out, if you could possibly send me your casino user name to [email protected] - I can investigate this for you and see what's what.

Kind Regards,

Noah W.

posted on May 13, 2013.

I have queried the casino on your behalf and am awaiting their finished inquiry into the matter. I will post another update tomorrow.

Kind Regards,

Noah

posted on May 15, 2013.

still waiting to hear back

posted on May 16, 2013.

Hi there,

This is the response from the Casino:

"The player was having problems using the casino software with windows 8. There was a bug we were unable to fix. The player asked for a refund if the problem cannot be fixed, since we honor refund requests in case of technical incompatibility, we did so and within a few days the deposit of $200 was returned to the player.

It should be noted that any deposit that is refunded by default voids that specific play session and any balance accumulated during play. In other words, you cannot get a refund and the winnings from that deposit that you got back.

It is usually not a good idea to ask for a refund and then continue play, we understand the player may not have understood the request was being followed, but that does not change the outcome.

As we don't consider this done on purpose, only that he did not perhaps understand what implications his request had for his play. We are willing to offer a $150 token compensation to the player. That is $150 free in addition to his returned deposit. "

Kind Regards,

Noah W.

posted on May 16, 2013.

I was told by customer service that i would be contacted in the next 24 hours by technical support. I was also told that i had to wait 48 hrs after they contacted me to see if they were able to resolve the issue. I had no idea that a refund was in progress so i started to play. I will gladly pay the $200 I was refunded if you honor the winnings of 1522. The refund was initiated at 730am the next morning. If i had lost the $200, there would not have been a refund at all. Your offer of $150 credit is unacceptable.

posted on May 17, 2013.

With all due respect, when you ask a casino to refund your deposit, even if you think the technical staff will get back to you, why play the money in the meantime?

If I go somewhere to play and ask for a refund on my deposit, I do not keep playing with the money, I await to see if the refund was given before continuing. You asked for a refund and decided to continue playing although you didn't know if you were getting the refund or not. If you had lost, you would have asked for the refund anyway, but that's not the point, the point is you don't ask for a refund and then continue to play with the money. You wait to see if the refund is done, and if it is not, you continue playing.

You chose to make a refund request and ALSO continue playing with the same money you asked a refund for. Our offer for 150 is only because we'd like to compensate for any technical difficulties you had.

Kind Regards,

Noah