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View Full Version : TotalBet and UKBetting have took money from my Account


JTrout
08-08-2005, 04:00 PM
My accounts at UKBetting and TotalBet each show 3 transactions on 08/02/05 for 25 GBP each.
The transactions are coded ADJ (adjustments).

I contacted a rep at TotalBet.
He said there had been complaints from poker players that the bonuses showed up in the cashier, but weren't withdrawable, so they removed them!

I tried to explain that this wasn't pending bonuses removed but cash that I had deposited.
He then said that one of the bonuses was from September.

I e-mailed support for answers, and am waiting for a response.

I have only one account at each of these sites. I played them every month last year.
But I've only played UKBetting Jun, July, August of this year-with one deposit of 200 GBP and no withdrawels.

I deposited in TotalBet on July 22 (300 GBP) and played off the bonus in July and August.

And I'm short 150 GBP (or app. $267)!


Has anyone had this happen to them?
Are they recaiming past bonuses earned?
/images/graemlins/mad.gif /images/graemlins/mad.gif /images/graemlins/mad.gif


the rep gave me these e-mail addys:
casinomanager@ukbetting.com and
casinocontroller@totalbet.com

the totalbet addy was returned as unknown.
I then sent e-mail to:
totalbet@ecashdirect.co.uk

If anyone has better e-mail addys, let me know. Thanks.

Synergistic Explosions
08-08-2005, 04:08 PM
Sometimes the players need to give the casinos a bonus to even things out. Quit being so greedy.

Just kidding, you aren't the only one suffering this injustice.

JTrout
08-08-2005, 04:10 PM
[ QUOTE ]
Sometimes the players need to give the casinos a bonus to even things out. Quit being so greedy

[/ QUOTE ]

I've been giving quite generously at the tables! /images/graemlins/tongue.gif

peregrine
08-08-2005, 05:01 PM
This has happened to me and quite a few other players. I have sent numerous e-mails and called but am getting nowhere. I plan on being persistent as I sent another e-mail last night and will probably call again tomorrow. I think we need to keep after them until they make this right, however, I'm not super optimistic.

groo
08-08-2005, 05:18 PM
This has happened to a number of us. There was apparently a mistake made while they where tidying things up with pending bonus money that had not been used. It happened about a week ago (the 2nd) and they (Ecash) originally told me it had happened on about 10,000 accounts. I've been calling every couple of days and getting nowhere.

I sent an E-mail to the casino mgr at both sites on Thurs. and finally recieved replies today (Mon.). Darren is apparently the casino mgr at both sites and both e-mails were exactly the same and stated what I already knew, that they had removed unused bonus money from peoples accts. It also stated that the money had come from the "non-withdrawable" portion of these accts. I replied that a mistake had been made and the money actually came out of the withdrawable part of my account. We'll see what happens

groo
08-08-2005, 08:06 PM
Ecash is now giving out a phone number, and claiming that it is toll free, for Darren the casino mgr, of course the number in nonsensicle if you are calling from the US (and probably all of N. America). Here it is in case it helps those of in Europe 02 07 921 9188.

JTrout
08-09-2005, 12:30 PM
The phone# I was given to call (for U.S. residents):
011-44-207-921-9188

I did receive a reply today from Darren:
------------------------------------------------------

Dear xxx,

On May 31st 2005 we announced a range of new Casino incentives and as a
result we reset our bonus systems on July 31st to remove any
residual unused casino credits. These will have been previously shown as
non-withdrawable casino credits.

An email was sent to all customers on 26th July warning customers of this change,
and the likelihood that non-withdrawable balances could be affected.

I have asked our Finance dept to confirm that the adjs were correct and will get back to you shortly.

Best regards,

Darren
totalbet
---------------------------------------------------------

groo
08-09-2005, 01:19 PM
[ QUOTE ]
I have asked our Finance dept to confirm that the adjs were correct and will get back to you shortly.

[/ QUOTE ]

WOW....neither of my e-mails had that line, looks like Darren made adjs to his e-mail. I'll have my "smell test" dept confirm that the adjs were correct and will get back to you shortly.

groo
08-10-2005, 02:25 PM
For those still involved in this siruation I recieved this E-mail (twice) from Darren Nagle who is apparently the casino mgr at both Total Bet and UKBetting:

Hi Al,

I have had our finance dept investigate the issues which have occurred as a result of
the bonus change and can confirm that all adjustments have been correct.

The confusion which you might see is that casino bonuses may have been used however
the promotional requirements to satisfy this bonus will have not, so effectively the bonus is
on hold and we have readjusted the customer balance to take back this money which is ours.

These adjustments go back to when you first joined.

As a gesture of goodwill I am willing to offer you a 25 credit to your account.

Best regards,

Darren Nagle
totalbet

To which I replied:

Thank you for your reply Darren,

If it is the case that these were unused casino bonuses (two 25 pound withdrawals) how come the money was in my the withdrawable portion of my account? The Balance and Withdrawable balance of my account were exactly the same at the time these "adjustments" were made. In other words, had I withdrawn the previous day or the previous month, the money would not have been there for you to take. I don't know how much more plainly I can put this, it was NOT unused bonus money, it was money already credited to the withdrawable portion of my account.

This would be much easier to resolve if I had a phone number for you. Currently the phone number I have is for Ecash, who of course can only refer me to you. You of course send me an inaccurate form letter (it must be a form letter because it is the same for both sites). Please remedy this situation, because I would like to continue playing at both of your poker rooms.

Thank you,

Al

p.s. the 25 pound credit is a generous good will offer, but only half of has been erroneously taken.

JTrout
08-10-2005, 02:50 PM
[ QUOTE ]
Hi Al,

I have had our finance dept investigate the issues which have occurred as a result of
the bonus change and can confirm that all adjustments have been correct.

The confusion which you might see is that casino bonuses may have been used however
the promotional requirements to satisfy this bonus will have not, so effectively the bonus is
on hold and we have readjusted the customer balance to take back this money which is ours.

These adjustments go back to when you first joined.

As a gesture of goodwill I am willing to offer you a 25 credit to your account.

Best regards,

Darren Nagle
totalbet


[/ QUOTE ]


I received the exact same e-mail (except for the "Al" part!) twice. Once for TotalBet, and once for UKBetting.

I have not yet received the goodwill money at either TotalBet or UKBetting.

peregrine
08-10-2005, 06:37 PM
Hey!!! I got the exact same e-mail with one significant difference. There was no goodwill offer of GBP25. WTF!!!!!

Emperor
08-11-2005, 04:05 PM
This is ridiculous.

JEK , Do you have a contact there? Can you help facilitate getting this fixed?
Thanks!

JTrout
08-11-2005, 05:45 PM
The 25 GBP was added to each account today.
I immediately cashed out of both sites.

The way i've been running on those games, I'm saving money by leaving them. /images/graemlins/tongue.gif

ps. I'm 100% certain that some (though not all 150 GBP) was REAL money, not "non-withdrawable funs", but I didn't see any future in fighting that battle.

I hope I'm wrong, and all funds are returned to all those slighted.

Synergistic Explosions
08-11-2005, 06:20 PM
glad i had not deposited there this month before reading the woes.

Now I can never deposit there in the future as I'm sure they will steal my deposit.

I think they will lose many players after this.

peregrine
08-11-2005, 07:09 PM
I still have not received my money back and no good faith offer either.

groo
08-11-2005, 11:21 PM
Received another e-mail from "Darren" today stating they would investigate further......

Hi Al,

We are urrently investigating all the customer adjustments and I will get back to you shortly with a response.

You can reach me on 079585 79707 and 0207 921 9188.

Regards,

Darren

I still feel this was an honest mistake, but the idiocy of how it's been handled amazing. Glad it wasn't substantial money.

I haven't been credited with the money they offered.

Walker
08-12-2005, 01:57 AM
Those bitches are notorious for not answering emails. Just phone them and talk tough. Keep calling until you get your money (and any bonuses).

08-12-2005, 09:26 AM
[ QUOTE ]

I've been giving quite generously at the tables! /images/graemlins/tongue.gif

[/ QUOTE ]

Probably what you've been giving it's not enough. /images/graemlins/smile.gif

JTrout
08-12-2005, 01:56 PM
This e-mail was sent to me today:

Hi xxx,

After review and investigation, I have recredited both your accounts with 75 each.

I apologise for any inconvenience caused.

Best regards,

Darren

--------------------------------------------------------

The money is in my account.

The e-mail addy was:
casino.controller@totalbet.com

peregrine
08-12-2005, 02:13 PM
I got the same e-mail and my account withdrawal total has been restored.

JTrout
08-12-2005, 02:15 PM
[ QUOTE ]
I got the same e-mail and my account withdrawal total has been restored.

[/ QUOTE ]

Good news!

hhughes
08-12-2005, 02:45 PM
Here's another twist to this saga:

Been playing at the casino for a couple of days...and have not been doing so well, in fact I busted out a couple of hours ago.

I went to the cashier to reload, and found out my account balance is locked!!!!!! /images/graemlins/shocked.gif /images/graemlins/shocked.gif

I couldn't deposit through Neteller...anyone else had this happen to them lately?

Thanks

Moneyline
08-12-2005, 05:38 PM
I got the same form letter, but then today I received the following message:

[ QUOTE ]
Hi (My Name),

After review and investigation, I have recredited your account with
25.
I apologise for any inconvenience caused.
Best regards,

Darren Nagle
totalbet poker
0207 921 9188


[/ QUOTE ]

I'm still waiting to hear back from UKBetting

groo
08-12-2005, 11:16 PM
I didn't get an e-mail, though money was restored to Total Bet, but not UK Betting.

On another note, took 6th in the Gaming club $5000 free roll for $250 despite not being a tournament player. And I fired an 8 under 63 today.....damn good day all around /images/graemlins/smile.gif

JTrout
08-13-2005, 01:39 AM
great round! I want shots when you travel through Tupelo!

BigBluffer
08-13-2005, 09:27 PM
After seeing this thread I checked my UKBetting account and sure enough, they took 25 pounds from my account on August 2. I've just emailed them asking them to return it. Let's see what happens.

With all this going on, has anyone had any problem getting August's poker room bonus on an account that had the 25 pounds taken away earlier this month?

Moneyline
08-15-2005, 05:15 PM
Hopefully I'm not the only one they paid today.

BigBluffer
08-16-2005, 09:02 AM
[ QUOTE ]
Hopefully I'm not the only one they paid today.

[/ QUOTE ]

The 25 pounds were restored to my account on the 15th.

groo
08-16-2005, 03:01 PM
UK paid me on the 12th and Total paid me on the 15th. Went ahead and whored UK over the weekend, no problems. The whole thing was obviously a pain, but I think an honest mistake.

Ralle
08-16-2005, 06:37 PM
I also received my funds back, but the transaction code started with TRM (which apparently means merchant transfer). Did you guys also get this code?

groo
08-17-2005, 04:30 PM
I hadn't checked that. Is it important for some reason?

Ralle
08-18-2005, 02:39 PM
No, I guess not. I was just curious why they call it a merchant transfer.

xxx
08-19-2005, 11:55 PM
No money yet from Totalbet. 3 calls to support and one unanswered e-mail. They gave me another e-mail address to write to: casino.controller@totalbet.com

Ralle
08-23-2005, 05:21 AM
Any other people waiting for their money? I was paid by Totalbet, but not by UKBetting. Also, UKBetting is very slow answering my email.

xxx
08-23-2005, 06:45 PM
Yes, I am still waiting.

Makes me rethink how safe funds are with the sites.

groo
08-24-2005, 11:49 AM
[ QUOTE ]
Any other people waiting for their money? I was paid by Totalbet, but not by UKBetting. Also, UKBetting is very slow answering my email.

[/ QUOTE ]

It's the same guy (Darren the casino mgr) that answers the e-mails from both sights, if you're still having problems I'd suggest sending another e-mail. This mistake apparently affected about 10,000 people and Darren is probably overwelmed by making things right. They returned money to both my accounts, but it took a couple of days longer and an extra e-mail on the second. Be persisant, they'll get it right.

groo
08-24-2005, 11:52 AM
[ QUOTE ]
Makes me rethink how safe funds are with the sites.

[/ QUOTE ]

I know how you feel. I really think this was an honest error though. Despite the fact that they are difficult to correspond with, they seem to have corrected the error (eventually) for everyone that has been persisant.

dengar
08-25-2005, 09:28 AM
Is there anyway to go back and check you what your account balance was?

I am 99% sure that I had 37.50 in available funds that I coulnd't cash out last month, but I am not positive which site it was on. TO make matters worse I again am pretty sure that the money was in pounds.

It seems like they are recognizing the problem, so I would like to get my money back.

groo
08-25-2005, 10:56 AM
Go to your account page, then the statement tab, then monthly statement.

pyedog
08-25-2005, 12:08 PM
[ QUOTE ]
No money yet from Totalbet. 3 calls to support and one unanswered e-mail. They gave me another e-mail address to write to: casino.controller@totalbet.com

[/ QUOTE ]

I emailed this address last night at about midnight and I had a reply this morning from Darren that resolved the missing 25 GBP in my TotalBet account.

Thanks for everyone who pointed this out because otherwise sadly I might not have noticed it in my monthly statement. The Crypto account histories are so...well cryptic.

Luckily they make up for it with wild action in their 1/2 limit games. /images/graemlins/grin.gif Damn I can't believe anyone would play on these sites without getting paid 5 GBP per table hour. Even that is barely enough considering how painful of a grind the games are.

xxx
08-31-2005, 11:52 PM
I got the 25 pounds back from Totalbet.