Casino.net poor support and credition of loyalty bonuses

[cyprean]

There were no complaining threads on Casino.net yet so I had to create a new one.

I am a Gold Member at Casino.net. You have to drop and wager quite a lot at Casino.net to achieve the Gold status, and I have wagered a ton without any bonuses.

On the 1st of December I claimed the casback (10% of losses on any selected day last month). I have sent them 1-2 mails daily. I got an standard "we have received your mail" from their support, but still no personal replies. They've just ignored me. And of course bonus still has not been credited to my account.

I've been a loyal customer, but they don't seem to care about one! I would except a reply in 24 hours, especially as they have a good reputation.

Also, it's a pain to get the deposit limits increased even though I have sent them 3-4 mails even about that as well.

[vinylweatherman]

There were no complaining threads on Casino.net yet so I had to create a new one.

I am a Gold Member at Casino.net. You have to drop and wager quite a lot at Casino.net to achieve the Gold status, and I have wagered a ton without any bonuses.

On the 1st of December I claimed the casback (10% of losses on any selected day last month). I have sent them 1-2 mails daily. I got an standard "we have received your mail" from their support, but still no personal replies. They've just ignored me. And of course bonus still has not been credited to my account.

I've been a loyal customer, but they don't seem to care about one! I would except a reply in 24 hours, especially as they have a good reputation.

Also, it's a pain to get the deposit limits increased even though I have sent them 3-4 mails even about that as well.

If this is "casino.on.net aka 888.com" then I'm afraid this is one of those urban myths. Yes, they advertise widely, can't take a p**s on the motorway without having one of their offers rammed in your face, but they have been responsible for many past complaints. They have also been caught lying to players who were ripped off by their sister site "Reef Club". They claimed "Reef Club" were nothing to do with them, yet every time you closed the 888.com website you got a pop up recommending their "sister casino, Reef Club".
By far most complaints were about trouble with bonuses offered but not credited, with players who complained being labelled "bonus abusers".
This seems worse, this is a mere 10% back on past losses, not in any way an "abusable" promotion, yet they are playing the same game with one of their Gold players. They bring shame on Gibraltar, who licence them.

[GrandMaster]

If this is "casino.on.net aka 888.com" then I'm afraid this is one of those urban myths.

Casino-on-Net is not the same as casino.net. The latter is one of the few remaining Boss Media licencees.

[vinylweatherman]

Casino-on-Net is not the same as casino.net. The latter is one of the few remaining Boss Media licencees.

Thanks,
I have never heard of "casino.net". The names are far too similar, or did one of them intend that to poach prospective players from the other

[maxd]

casino.net has been around for a dog's age, in and out of trouble much of the time. Back in the day they spread a lot of cash around for spin value. It didn't seem to do them much good though. The long shadow of casino-on-net may have had something to do with that.

[cyprean]

It's casino.net (not 888.com/Casino-on-net).

I really hate to complain but they still haven't replied to my requests. 6 days now and still pending. I thought they would treat their VIPs a little faster.

[maxd]

It's been a long time since I've had anything to do with these guys but back then at least patience and persistence paid off.

FWIW, I'll get in touch with them and point them to this thread. Can't hurt.

[cyprean]

I am talking about this bonus:

Monthly VIP Cash-back This bonus is available once every month, where you can get a 10% cash-back on any losses incured during a full day.
How to participate: To redeem the Pick-Your-Day Cash-back offer, simply select a day every month and send an email to your personal manager (vip@casino.net), who will then deposit 10% of any losses on your deposits into your account.
Rules: The cash-back bonus is available for all players with a Players Club level of Silver, Gold and Platinum.

The value is calculated as 10% of any losses incurred on your own deposit during a full 24-hour day. Losses on previous winnings, reversed withdrawals, bonuses or comp points do not qualify towards the calculation. The day is defined as a full 24-hour period in GMT-time (London-time). The cash-back bonus must be claimed no later than the 10th of the following month. There is no maximum value.

I was upgraded to Blue directly to Gold as per my request in November. Now I would like to have Vip Cashback 10% on Nov 14th as that was my biggest loss day. Ironically they told me that they upgraded me to Gold effective on November 15th. The terms on that Vip Cashback bonus however do not mention about this, but say that if I am Silver/Gold/Platinum on 1-10th December I may choose whichever day I want on November without any specific restrictions.

I had other losses on other days, but much smaller compared to Nov 14th. I am still a big loser and a good customer at Casino.net, and I don't think my request is excessive as it it's only 10% cashback.

This is the e-mail I reiceved from them:

Dear <player>

Your players club level was Blue during Nov 14th so I'm not able to meet
you request, however I'm willing to give you a bonus compensation, but I
need some information from Webdollar in order to proceed.

Best regards
Chris

[vinylweatherman]

This is poor, working so very hard to find a reason to wriggle out of a mere 10% cashback for a good customer who has lost the other 90% (obviously).
They have even had to vary their own terms to make their excuse work. This is hardly going to encourage new players to want to play there, if they make such a fuss over a 10% cashback, one shudders to think what they will do to new players claiming bonuses!!!

[cyprean]

Thanks for the replies.

5 mins ago I deposited at them again, and I should have received a 15% loyalty bonus which wasn't automatically credited.

I just shot their supportmanager an email about my concerns.

Dear Supportmanager

Feedback on support so far. I am a Gold Player club member.

Your support has worked alright so far, except:

1) Latest weekly deposit bonus (15%) was not automatically credited. Please credit it

2) Vip Cashback (10%) on Nov14th has not yet been credited. It should be around ______ €

3) Your support has ignored most of my mails, and they answer in delay, each delay taking around 3 days

Please sort this out issue asap so I can continue playing at your casino.

Kind Regards
<player>

please also see this thread:


http://www.casinomeister.com/forums/...tml#post204968