Author Topic: What is with these casinos?  (Read 3598 times)

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Offline gunnylab

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What is with these casinos?
« on: February 18, 2011, 12:08:49 AM »
Things just keep getting wierder and wierder.  I received an email from Diamond Vip casino.  Make 3 deposits get 150% on the 1st deposit, 200% on the second deposit and 250% on the 3rd deposit.  Earlier this afternoon I made my 1st 2 deposits $50 each no problem.  Tonite I go to make my 3rd deposit and get denied my 250%.  I got told to write my Vip manager.  Oh I wrote him an email alright. Its now screw with me you get blasted.  I wrote my vip manager and told him I either get my 250% or close my account that I refuse to be treated like this.  I have been denied email bonuses before but never after Ive completed 2/3 of them.  Sometimes these people in customer service never seize to amaze me.

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Re: What is with these casinos?
« Reply #1 on: February 18, 2011, 01:19:28 AM »
Gunny, I completely agree with your post 100%. .  I hope you get your bonus.  I wouldn't give up until you did.  That's what I am doing now.   I understand casinos can make mistakes but you expect as paying customer to get a problem solved as soon as possible.  When a casino doesn't make right on a deposit bonus you lose trust in them and eventually they may lose your business all together.  If they rectify the issue in a timely manner you will possibly still play at the casino again because you know they had made right a wrong. What angers me is when a casino makes mistake like this and doesn't even contact you back.  Support can't do anything so  you have to wait for management to get to the problem.  To me that is almost as bad as not coming through on a deposit bonus even after you contacted them.  Again, don't give up on yours....I know I'm not going to.

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Re: What is with these casinos?
« Reply #2 on: February 18, 2011, 01:30:37 AM »
Email I sent to Slots of Fortune earlier today. 


Dear Management,

This email is in regards to my cnolley Slots of Fortune account.  I made a $50.00 deposit on Tuesday by e-check and used the promo that gave 100% cashback (cashback Tuesdays).  After I lost my deposit and deposit bonus I went to my cashier.  I had the promo 100% Cash Back Tuesdays which would have been $50.00 and a $51.00 free chip because I used e-check.  I claimed the 100% cash back promo and instead of it crediting my account with $50.00 it only gave me $43.40, which is NOT 100%.  I went to support as soon as I claimed the bonus.  Please see chat session below.  I told them about the error and they said they would have to forward it to management.  They also said NOT to play my balance until I hear back from management by email.  I was NOT happy with that.  I had made my deposit and wanted to play my 100% cash back then and not have to wait.  I also told them I had my free $51 chip for depositing by e-check and that if this was not resolved today (the 15th) my free chip would disappear from my cashier like it had in the past.  They said they knew that and that management would have to take care of it.  I waited for over 24 hours and my account balance was still the same and had not been adjusted and just as I said to support my free $51.00 e-check promo chip had disappeared.  I went back to chat (see below) on the 16th and told them the situation.  I wanted my $51.00 free chip back and my balance to be adjusted to the correct amount for the 100% cashback which would be $50.00.  They said there was already a note for management and I still had to wait for a response by email. 

Today is the 17th, two days and I have not heard anything from support or management.  My balance is still $43.40 which should be $50.00 and my free $51.00 chip is still not added back to my cashier.  I have attached two screen shots.   The first one shows my $50.00 e-check deposit on the 15th and the second screen shot shows my balance in the cashier with the 100% cash back coupon being redeemed which gave me a balance of $43.40.

 I am a VERY loyal depositor at your casino as you can tell by my deposit history.  I am very unhappy that this is not resolved yet.  I want to play my money but can't until you adjust my balance to the correct cash back amount.  Plus, I want my $51.00 chip I couldn't play because you can only claim one promo at a time.  I also sent this email to VIP support.  I don't know if I am considered a VIP but I do get VIP deposit bonuses and like I said before I deposit regularly, usually every day or every other day.  The longer I wait, the more angry I become.  I understand if you are busy but this is taking too long in my opinion and a player who deposits loyally like I do should have had this resolved already.

 I would appreciate if this can be taken care of today and I also think out of fairness that I was unable to play for 2 days and now 3 days I should be given an extra free chip in addition to the free $51.00 e-check chip.  Check my account history and you will see I love your casino or I would not keep putting money into it.  I thought I would get a little better treatment as far as support goes but this has not happened.  I will check my account on and off again today to see if this error has been fixed and my free chip is back.  If it isn't taken care of today, I may have to really consider my next deposit at Slots of Fortune.  Customer service is just as important as deposit bonuses and so far I haven't seen wonderful customer service regarding this issue.

Like I said before, I am a loyal depositor and player at Slots of Fortune and don't want to stop playing here.  If this is handled professionally and correctly I will continue to deposit.  I just want what I was supposed to get with the cash back, my free $51 chip to be added back to my cashier and honestly, I feel I should receive something more for the lack of support and for not being able to play here for 3 days now.  If you would like to contact me by phone I will give you my private number which I always answer XXXXXXXXX.  The number attached to my account is also my home number but I do not answer it unless I know who it is.  I don't give out my private number to anyone so I will answer it because no one knows this number except for a selective few. 

Thanks, and I hope to get this situation rectified today.  I want to play at your casino as I normally do. 

MY NAME,
cnolley


Chat Session February 15th

info: All operators are currently assisting others. Thanks for your patience. You are currently placed in queue number 1. The average wait is 30seconds. An operator will be with you shortly.
info: You are now chatting with 'Chris'
Chris: Welcome to Slots of Fortune Live Support.  How may I assist you?
cnolley: Hello, I deposited $50 by e-check and used the promo where you get 100% cash back
cnolley: but it only gave me 43.40 back and not 50.00 which would be 100%
Chris: May I have your Login name and email address please?
cnolley: yes,
cnolley: cnolley
cnolley: xxxxxxxxxxxxxx
Chris: One moment please.
cnolley: ty
cnolley: I always get a free chip for using e-check and I received that correctly but the 100% cashback was credited incorrectly
Chris: Your patience is appreciated.  I will be with you shortly.
cnolley: ok ty
Chris: I have reviewed the promotion but I will have to send it to be reviewed by management
Chris: as we can not adjust or check on this here at support
Chris: I will send it right
Chris: away
cnolley: so what do I do in the mean time?
Chris: you will be contacted via your registered email address as soon as we get a response back
cnolley: Do I play the 43.40?
cnolley: or do I have to wait?
Chris: please do not play  as if you do we may not be able to do anything
Chris: yes please wait for the email
cnolley: Well, please tell management that I am a LOYAL depositor and this is not very much fun making a deposit that didn't last long at all and now I have to wait to play
cnolley: I would appreciate if they considered an extra free chip for the inconvience and error on the casinos part Chris
Chris: that will be looked into
Chris: Is there anything else I can help you with?
cnolley: I am not mad at you Chris...I know it is not your fault :-)...it's just a pain when you are ready to play and can't
cnolley: Yes,
Chris: yes I understand
cnolley: Will this be taken care of today? Because if it is not, I will lose my free e-check bonus of $51 that I haven't claimed yet
cnolley: If you don't claim it the same day it disapears from your cashier and I would not be happy about that
Chris: management will check on that they are aware of that to
Chris: at the end of your chat session I will be able to send the request
cnolley: okay ty Chris.....I totally trust your casino as you can see by my loyal depositing history so I will wait to here from them soon
cnolley: ty for your time. I appreciate it.
Chris: okay
Chris: will do
Chris: thank you very much
info: Your chat transcript will be sent to xxxxxxxxxxxxxxx at the end of your chat.
Chris: Have a nice day.
Chris: Thank you for using Live Support. Should you have any future questions, please contact us again.
cnolley: yw u2 bye


Chat Session February 16th

info: All operators are currently assisting others. Thanks for your patience. You are currently placed in queue number 1. The average wait is 41seconds. An operator will be with you shortly.
info: You are now chatting with 'Eric'
cnolley: I spoke to support over 24 hours ago regarding the following issue and have not heard from anyone and it has not been resolved. I used promo yesterday that gives you 100% cashback
Eric: Welcome to Slots of Fortune Live Support.  How may I assist you?
cnolley: but when i went to claim it I only got 43.40 instead of the $50 which I deposited via echeck
cnolley: I also had a $51 free chip because of my echeck deposit
Eric: May I have your Login name and email address please?
cnolley: Support said do not play the 43.40 until I hear from them. I told them if I don't get this fixed before today (yesterday) my $51 chip would be gone and it is and this is stil not fixed
cnolley: cnollley xxxxxxxxxxxxxxxx
Eric: I see it still assigned to management, I'm afraid as it's there to them we as support cannot do much until they have checked and replied
cnolley: Will you please tell them I am unhappy not hearing back from them yet and I want this fixed as soon as possible
cnolley: I am a loyal depositer and not happy with not being able to play MY money
cnolley: Plus I want my free $51 chip credited back to my cashier and I think they should be kind and give something on top of that for all the trouble
Eric: I understand however please await their reply..
cnolley: okay but please forward this to management
cnolley: I would appreciate it greatly
Eric: of course
cnolley: ty and have a great night
cnolley: bye
Eric: You are very welcome.
info: Your chat transcript will be sent to xxxxxxxxx at the end of your chat.

Maybe some of you may think I am being a baby over a few bucks but I have won money on a few bucks.  I feel I am owed the correct bonus, etc.  Every time I check my account and see the same balance I get angrier an angrier that is not resolved yet.  I have had one other issue with this casino and didn't get it resolved by email or from the LCB casino rep.  I sent an email regarding my issue and I never got a reply back with an answer.  The LCB casino rep did contact me and said they would check with management.  It was never taken care of and I just said forget about it since management didn't got back to me.  I know I do still pay here and I play here often and yes, I can play somewhere else but I like this place other than customer service through email when support cannot help you.  If they wait much longer before contacting me I may just become a former player which like I said before would suck because I really like this casino. 

Online gabby

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Re: What is with these casinos?
« Reply #3 on: February 18, 2011, 02:11:46 AM »
Gosh, sorry about that to both of you.

Bonusround:  I would be fuming if I had to jump through so many hoops, waste so much time, get a total run-a-round and NOT be able to play after making a deposit.  Grrrrr. You sit down at your computer and make a deposit because you want to PLAY, not wait days to do so.

I would be chomping at the bit if I were in either of your situations and my trust would go out the window.
In my opinion, a reputable casino, whom you deposit regulary, should throw in a few free bucks because of the trouble and frustration they caused you by not honoring THEIR promo.

Offline gunnylab

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Re: What is with these casinos?
« Reply #4 on: February 18, 2011, 02:34:47 AM »
Cindy, we differ about 1 thing now.  I am fed up your not.  Now when I get screwed I tell the casino close my account.  It never does any good.  I tried a vegas tech casino for the 1st time a few weeks ago on an email bonus the same day I received the bonus.  My bonus got rejected and immediately I sent an email to customer support to close my account.  All that got me was 10 more emails with bonus codes.  I use to have a 3 strike rule.  Now its one strike. 

Online gabby

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Re: What is with these casinos?
« Reply #5 on: February 18, 2011, 02:43:32 AM »
gunny,

If they credited your account with a free $50, would you stay?  That's what happened to me once. 

I should follow your motto.. otherwise it gets too frustrating.  I don't deposit too often and not much, so it burns me up when something promised isn't honored.

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Re: What is with these casinos?
« Reply #6 on: February 18, 2011, 08:53:12 AM »
I am just livid!!!  Still no reply from SOF!!!!  Here's the latest chat session.  I have about had it with support!

Chris: Welcome to Slots of Fortune Live Support.  How may I assist you?
cnolley: Hello Chris
cnolley: Is a manager available?
Chris: Sorry we do not have managers available here at support
Chris: managers can only be contacted via email
cnolley: Do they have a phone number?
Chris: No they can only be contacted via email
cnolley: Well, pleaese pass on to your management that they may lose me as a customer if they don't get back to me today
cnolley: I have talked to support twice and emailed support, management and vip support over an issue that started Tuesday
cnolley: I still can't play on my account even though I have money cause my bonus was credited incorrectly
Chris: May I have your Login name and email address please?
cnolley: This is crap
cnolley: xxxxxxxxxxx
cnolley: I talked to you the first time
Chris: One moment please.
cnolley: I was to get 100% cashback which would have been $50 plus I had a $51 free chip that disapeared cause you said don't play my money that day until it was fixed
cnolley: I knew the $51 would disapear and I told you that. I am a LOYAL depositor and not being able to play for 4 days is making me sick!
Chris: yes I can understand I will forward your comment to management right away
Chris: I have just checked and I can see that the request was send successfully
cnolley: I LOVE this place as you can tell with my deposit history but this is the second time I have had a promblem and the last time I never got a answer and it went unresolved
cnolley: Did you get my email yesteday?
cnolley: I sent it to support, manangement and vip
Chris: I will add this chat also to the last comment and request for urgent update
cnolley: I'm serious if this is not resolved today I will not be playing here again.
Chris: yes i can see your email it was also send along with the chat session
Chris: I am very sorry to hear that but we are doing all we can as far as support
cnolley: I want my correct 100% bonus that I was to receive Tuesday, my free $51 e-check chip back in my account because I couldn't play two promos at once and I would HOPE they would add something extra for the nonsense of my not being able to play my incorrect balance since Tuesday
cnolley: I just thought management and the casino would treat a loyal depositor much better than this?! I deposit daily or every other day and this how I am treated? I am just shocked.
Chris: I will inform them
cnolley: It is not fair to have a balance in your account and not being able to play it. I am not happy at all.
cnolley: TY please do...I am very serious about this. Even though I have played here loyally and I love it...I will move on to another casino if this is not rectified quickly and accordingly
cnolley: Thank you for your time Chris. Have a nice day.
Chris: You are very welcome.
Chris: Have a nice day.
Chris: Thank you for using Live Support. Should you have any future questions, please contact us again.
info: Your chat transcript will be sent to xxxxxxxxxxx at the end of your chat.

Offline gunnylab

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Re: What is with these casinos?
« Reply #7 on: February 18, 2011, 10:23:23 AM »
Gabby, I dont care about free chips because these casinos think free chips are the answer to everything. I will have my account closed rather than a free chip.  I am living by hurt them where it counts the most.  If I was Cindy I would play the $43 plus write management a nasty email ripping them a new butt hole, ask them to close the account and at the end tell them if this the way you handle excellent paying customers I'd hate to see how you treat average paying players. These casinos attitude seems to be when 1 sucker is fed up with us we have 2 new suckers come along.

Offline gunnylab

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Re: What is with these casinos?
« Reply #8 on: February 18, 2011, 12:52:58 PM »
I got the 3rd part of my bonus this morning.  I just happened to get an ahole customer service person last nite.  Donnie was great to me today.

Offline TAAADAAA

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Re: What is with these casinos?
« Reply #9 on: February 20, 2011, 04:42:44 PM »
Gabby, I dont care about free chips because these casinos think free chips are the answer to everything. I will have my account closed rather than a free chip.  I am living by hurt them where it counts the most.

I like this statement.
wish you two will get this resolved soon.

 

 
 

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