TotalBet and UKBetting have took money from my Account

JTrout · #1 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?
[img]/images/graemlins/mad.gif[/img] [img]/images/graemlins/mad.gif[/img] [img]/images/graemlins/mad.gif[/img]

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 · #2 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 · #3 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! [img]/images/graemlins/tongue.gif[/img]

peregrine · #4 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 · #5 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 · #6 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 · #7 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 · #8 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 · #9 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 · #10 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.