[Resolved] Canbet 25% rebate offer - not given correct rebate

[Duncan Disorder]

This apparently trivial issue could have been easily resolved by Canbet's customer service, had they bothered to actually do anything.

This offer, currently running every week in March, gives a 25% refund on any losses in a particular week, to a maximum of £1250. I played in the first week (1st - 8th of March) on the 4th of March. I deposited £1000, and lost it. Fair enough.

The rebate was credited on the 11th of March, but it was only £125. 25% of £1000 is obviously £250, so I contacted Live Chat (on Wednesday the 12th of March) about the matter. I was told by the operator that they would let their Promotion Team know about the issue, and it would be dealt with. It was not dealt with the next day, so I contacted them again, and was again told the Promotions Team would get on the matter. I also emailed them, but have not had the courtesy of a response. At this point I submitted a PAB.

Yesterday I again contacted Live Chat. This was the conversation:

You are now chatting with 'Andrew'
Andrew: Hi, Welcome to LiveChat, my name is Andrew. How can I help you today?
Me: Hello, I have contacted live help before about but have got nowhere. I refer to your 25% rebate promotion. I lost £1000 on the first week of this promotion, but was only credited with £125, not £250.
Me: I have also been told many times that I would be contacted by the promotions team, but I have never been.
Andrew: I'll just look into that now for you
Andrew: This issue has been escalated to our promotions team. They only work Monday to Friday which is why your query has not been answered. You will definitely receive a response within the next 24 hours.
Me: But I was told that on Wednesday and Thursday. I'm afraid I am losing patience in the matter. I have emailed your support on Friday but have not had a response. This is very poor, and I feel like posting all of this on Casinomeister.
Andrew: This issue will be resolved today. I am certain of it.
Me: OK, at the very least I would like someone to get back to me by email by 5pm on Monday about the issue.
Andrew: I certainly will.

Well, guess what - no response, no correct rebate. I'm afraid if Canbet want to retain customers (especially customers who are willing to lose £1000 and come back for more), they ought to do a better job than this.

I naturally expect this to be dealt with now it is on a public forum.

[vinylweatherman]

This is very poor, even if they only work Mon to Friday, they have already had Wed, Thurs, Fri and Monday to resolve this. As they are based in Australia, they are well ahead of the rest of us, so "Monday" ended AGES ago, they are now well into Tuesday, around 8am Tues morning by now, and already time to credit the NEXT rebate in the sequence.

If the figure is £125, this is EXACTLY HALF the expected rebate, so looks like a very specific error. This could be only £500 of the losses counting, or the losses being rebated at HALF the published rate.
One other possibility is a bad interaction with EZBonus "buggering up" the system (happens VERY often with such rebate promotions in casinos running EZBonus). If the system somehow saw £500 as lost BONUS, then the rebate would, of course, only relate to lost cash, and would credit only £125. The Jackpot Factory rebate promotions ONLY rebate losses seen as CASH, but often gets it wrong, although the errors are slight, and can be either way, so it probably works out in the end.

The BIG issue here is the appalling level of service here, this should have been resolved the FIRST WORKING DAY after the query was forwarded to the promotions department, and the player notified of the action taken at the end of that working day, even if they had to wait to see the result of said resolution.

I have only just started playing the March promotions here, and have covered all three, the 50 free spins, (£500 wagered on slots), the "big bet" points towards a lucky draw, and I have, of course, registered for the 25% rebate before I started. At first, I was doing well, and was up £300 at one stage, then the Video Poker truly disappointed, and this £800 was converted quickly into 4x loyalty points (St Patricks promo), big bet points (casino wagering), and a 25% rebate, which should be of the order of £125 so far, unless I play again and change the figure.

I will see how this works on my account next week.

[Duncan Disorder]

Thanks for your response. I should have said that I happened to deposit and lose £500 in the week before the promotion started. The most likely reason is that the bonus system has made a mistake in crediting the bonus amount.

But as you say, the useless CS is now an issue in itself.

[Duncan Disorder]

They have finally got back to me after I emailed them again and more Live Chat. The correct rebate has now been credited and they have apologised. Mission accomplished.

[maxd]

It sounds like this resolves your Canbet PAB. I'll close that accordingly.

Next time please send me a PM when your PAB is resolved, I've got people working on your behalf that I have to contact and tell them it's done.

[chuchu59]

I am happy for the OP but we could perhaps refrain from using threats that these things will be posted on casinomeister. Even if they are not intended to be as such, this does not really solve the issues amicably.

[uungy]

I had a similar problem, and they resolved it quicker then lightening. They are really reputable, and I think it may be a little the way you deal with things which help

It was a simple error, where they credited in $ instead of £, which is about 2 to 1 in echange.

The live support is fast and know what they are doing, a little explaineng somethimes, but nothing wrong with that. Also its fast to get to them, and are very helpful.

I just think credit is due, when deserved

[Duncan Disorder]

I know they are reputable, bit I was just getting a bit irritated about the service I was receiving.

Thanks for your help Max, sorry for any wasted time. If there is one thing I would recommend for the PAB system is for it to send a confirmation email when you submit one. This at least lets folk know they haven't mistyped their email address.

[maxd]

...If there is one thing I would recommend for the PAB system is for it to send a confirmation email when you submit one.

Yes, I've been thinking about this myself. I think I've found an efficient way to handle it now.

[vinylweatherman]

Originally Posted by uungy

I had a similar problem, and they resolved it quicker then lightening. They are really reputable, and I think it may be a little the way you deal with things which help

It was a simple error, where they credited in $ instead of £, which is about 2 to 1 in echange.

The live support is fast and know what they are doing, a little explaineng somethimes, but nothing wrong with that. Also its fast to get to them, and are very helpful.

I just think credit is due, when deserved

This has happened to me this week. I phoned them (quicker, and toll free). They are still having problems with Playcheck, but my credit did seem around a half of what it should be, and I told them about it possibly being a £ - $ conversion issue.

The rep said he would Email me back, or call me at a "reasonable hour" tomorrow, as I am in the UK.

I offered up an alternative theory, that their systems were working in Aussie time, and didn't pick up my play on the 22nd itself (had this before with MG systems).

I noticed that the cashback was indeed CASH, and not bonus as I would have expected. This is dangerous, just ask members of CasinoBonusWhores