RESOLVED - Negative Post Saturn Bingo

[smc]

Dear Jimbeaux
 
Looking through your forum I came across a negative posting from a disgruntled player which was posted and which we were never given a chance to respond to, which I have to say is disappointing.
 
As we all know there is always 2 sides to as story, and given the problems we had with this particular player I felt even though its an old posting, its one I had to respond to.
 
Yes we have monthly withdrawal caps in place, like most responsible sites, however these are only applied to NEW players who win large jackpots, this rule is not in place to rort players as is suggested, but is in place for the following reasons. Leaving the security and fraud aspects to one side, we do not own the software, RTG actually set the Jackpot limits and win percentages of all slot games. Jackpot Progressives are set at an incredibly high 97% frequency rate and players can win jackpots up to $125,000 on certain games. These amounts are far to high for us to offer using a single payout structure given the player volumes we have, and so we have to have a balance in place as to what we can reasonably pay, even more so to players we don't know. This is no diffeant to most State Lotteries, win 20 Million, you get paid over 50 years. Our regular players are paid up to $5,000 a month, and we do not try and hide the monthly cash out cap, our Support Centre clearly explains this policy http://support.spheregaming.com/index.php?languageid=1
 
This particular player who posted and who won a $20K Jackpot was a new player who had made a $75 deposit, she was paid $3,000 over a 6 week period, she complained at not being allowed to make another deposit, this was true, the reason being she had not sent us in KYC documentation which was requested on 3 separate occasions.  This person never did send in her KYC documentation, she proceeded to lose back her win, and then just for the cream on the cake, did a chargeback on the $75 deposit. And you wonder why we have these sort of policies in place.
 
Saturn Bingo has been a respected site for more than 8 years, we run our business professionally and in balance with market conditions, we have many happy players who been with us since day 1. To suggest we are a rogue site is both offensive and disrespectful not only to our hard working teams, but also to our regular players who choose to play with us daily. It is sad in these difficult times when forums such as yours post such negative comments without first taking the time to speak with a management person to get a better picture of the situation in hand.
 
Sincerely
James

[lipstick_xoxos]

That had to be a very old post because jimbeaux has not been with us for sometime now. We appreciate your feed back James in bringing clarity. Being it is an open forum there is always going to be negative feed back whether good or bad.

In some cases we don't always know the circumstances when a player is disgruntled. I wish more reps would come forward and set the record straight when a site has been unfairly accused.

I believe for the most part our members are wise and unless they hear repeated negativity most members take it with a grain of salt.

I am not quite sure what you mean by "it is sad with forums such as yours". Just as you want fairness i think we deserve to be granted the same respect as a forum and not quite judge us so harshly. If we were to contact management for every single negative comment posted it would be near impossible to achieve.

Lips

[Imagin.ation]

All the gambling sites have "happy" players, as well as "disgruntled", what you have to respect is that they are "players" and should both be treated with the same respect, whether to say, "yes i had a great time in this casino site, i recommend it highly" or whether it is said "i had a poor time at this site, i do not recommend it" whatever is said.. to handle this proffesionally is not to come on the forum and "blast them back with insults" you are putting yourself in the same description of being "offensive and disrespectful" towards the forum and the customer as well as other members in this forum who are loyal, if you are management you should know better, i've seen management come on here and be graceful and respectful having faced extremely difficult and embarrassing complaints, without the back lash... just my opinion

[Tirilej]

I most say that whatever you tell us I will still think that Saturn Bingo is the worst place that have ever existed in the gamble world. It is worser than all Virtual put together, but that is just my opinion :-\

[Zuga]

Are you for real James?? First you dig up some old post/issue and address a member who hasnt been active in more than a year. Then you directly attack LCB for allowing what every public forum allows. An OPEN discussion!

It is sad in these difficult times when forums such as yours post such negative comments without first taking the time to speak with a management person to get a better picture of the situation in hand.

Whats actually sad is you coming on board and basically shooting yourself in the leg with your comments.
And to what difficult times you refer here? Are you having a financial issues or simply referring to "difficult/negative" feedback your brand received more than a year ago?

For all interested members here is the topic that James was referring to : Wow! Saturn Bingo... Check out this post found in another forum

I do want to thank you for bringing that link with your terms and conditions. I have to say that you have one of the most predatory T&Cs ive ever seen with any casino/bingo/poker/sportsbetting. Especially the withdrawal terms.

Do you care to comment on the following terms :

1.7.2 Eligibility : You are eligible to request a withdrawal payment if:

(i) you have held your Account for at least thirty (30) days;

(ii) all deposits made have been received;

(iii) the number of payments requested in the last thirty (30) days does not exceed five (5)

Are you saying here that players can make the withdrawal only AFTER 30 days has passed since they opened their accounts?

2.7.3 Annuities :  By way of example, if you requested a USD 5,000.00 withdrawal (either through a single withdrawal or in multiple withdrawals), you would be paid USD 1,000.00 every subsequent calendar month until the entirety of the withdrawal has been made.

Why such a low withdrawal limits? It seems to me you just want to make it difficult for players and hope they will reverse their cashout and lose the money.

3.7.6 Time of Payment : "Provided that you have completed any documentation requirements as stipulated in Section 7.1, withdrawal requests will be processed once a week on Monday at 15:00 to Tuesday at 06:00. 

Why do you process withdrawal ONLY once a week?

4.7.8 Limits and Fees : last paragraph - In cases where you have deposited and wagered less than 20 times the deposit amount, a handling fee may be applied.

Whats this suppose to mean? I mean come on now, you are FORCING players to wager their deposits, by implementing 20 x deposit wagering requirement, even though they NEVER took the bonus. Whats up with that? And please dont say its there to prevent the money laundering. There is no way you can justify such term. ONLY bonuses given by casinos have playthrough. Any decent operation out there has NO wagering on deposits, when the bonus is not taken.
With this said, i am familiar with few operations that DO have wagering on deposits, but its usually 1xdeposit.

This terms is ridiculous and unacceptable.

5.11.2 Administrative Fees for Inactive Accounts :Once your Account has been deemed Inactive the Group is entitled to charge you an administrative fee of USD 5.00 (the 'Inactive Account Fee'). The Group will deduct an amount up to the Inactive Account Fee amount from your Account Balance on the day following the end of the Grace Period and then every thirty (30) days thereafter.

Another predatory term. Are you having a financial issues that forced you to charge $5 fee? Yet another unacceptable term.

Hope to hear from you soon.

Zuga

[lipstick_xoxos]

Thanks for the link to the thread James was referring to Zuga. I am dumbfounded that a post this old would be drug up after well over a year. To put the spotlight back on it from that long ago and it is from the team of Saturn Bingo who did it.....floors me.

Lips

[Feelin froggy]

James, James, James. You clearly have much to learn with respect to business. Do you realize that you've now placed yourself in a fish bowl for all to see? Heh, well good thing because you're terms are absolutely outrageous and are designed to gouge players.

If a post from August 2009 was so damaging to Saturn Bingo, you've just ripped open a year old wound and poured salt on it.

Not so smart James. If you worked for me, you'd know what "difficult times" really means.

[Zuga]

P.S.

Ive emailed both James and Sphereaffiliates this morning ( the aff program for Saturn and Miami Bingo ).

So lets see if they have anything to say.

Zuga

[Imagin.ation]

"4.7.8 Limits and Fees : last paragraph - In cases where you have deposited and wagered less than 20 times the deposit amount, a handling fee may be applied.

Whats this suppose to mean? I mean come on now, you are FORCING players to wager their deposits, by implementing 20 x deposit wagering requirement, even though they NEVER took the bonus. Whats up with that? And please dont say its there to prevent the money laundering. There is no way you can justify such term. ONLY bonuses given by casinos have playthrough. Any decent operation out there has NO wagering on deposits, when the bonus is not taken.
With this said, i am familiar with few operations that DO have wagering on deposits, but its usually 1xdeposit.

This terms is ridiculous and unacceptable.

5.11.2 Administrative Fees for Inactive Accounts :Once your Account has been deemed Inactive the Group is entitled to charge you an administrative fee of USD 5.00 (the 'Inactive Account Fee'). The Group will deduct an amount up to the Inactive Account Fee amount from your Account Balance on the day following the end of the Grace Period and then every thirty (30) days thereafter."

This is absolutely rediculous, it's like a "sutle rip-off" kind of sneaky... you are garranteed to lose your deposits, a WR on your straight money?.. got to be kidding me and... "handling fees"... this is absurd.. since the year old can-o-worms was opened up, bet we can find ALOT more "offensive and disrespectful" as he calls them complaints..

[blueday]

It would also be nice to hear James' comments on the following: (from the original post)

"WHEN NEXT MONTH CAME AROUND I SUBMITTED A PAYOUT REQUEST FOR THE CORRECT AMOUNT AND ON THE CORRECT DAY, BUT WAS DECLINED. THEY TOLD ME THAT HAD ANOTHER RULE THAT SAYS ANY PLAYER WHO IS INACTIVE CAN NOT COLLECT PAYOUTS. I WAS TOLD THAT IN ORDER FOR ME TO QUALIFY FOR COLLECTING MY JACKPOT I MUST HAVE 25,000 IN PLAY EACH MONTH OR THEY WOULD NOT GIVE ANY MONEY OUT OF MY JACKPOT."

blue

[dtsweet]

lmao, if ever I contemplated depositing with Saturn, your post James has only served to remind me that your site is a place, not only with poor practises in regard to depositing and withdrawing(ty Zuga for shedding light) but also with poor interpersonal and marketing skills that you'd attack a forum which in all likelihood will bring or deter members from joining..just..just silly

[Zuga]

Hi gals n guys

Ive got a reply from James,

They are reviewing their T&Cs policy, which I find very encouraging and a move in the right direction.

Ive also asked him to come on board and post an official statement.

Stay tuned

cheers
Zuga

[lipstick_xoxos]

That is great news Zuga! I hope he does make a statement. We are certainly a forgiving forum when someone comes forward to make a step in the right direction. I think if the terms were reviewed and revised it could change the whole complexion of the site.

I know i look forward to hearing from him.

Lips

[Feelin froggy]

Perfect! Looking forward to a response. Thanks for the update Zuga.

[Imagin.ation]

I agree it would be very encouraging, looking forward to the response as well, i agree with Lips we are a forgiving forum.. we do care either way it goes, but a step in the RIGHT direction is like gold to us!