SIERRA STAR CASINO... STAY AWAY!!

[mrracetrack]

I've been trying out some new casinos recently... and thought I would give a new Playtech one... SIERRA STAR CASINO a try...

Posted on the SIERRA STAR homepage...

Professional Customer Service

Our Customer Service personnel are one the most professional and competent customer service teams in the industry. Our managers are highly trained and we only employ customer service staff proficient in the gaming industry. Our personnel monitor all of Sierra Star's activities to ensure a superior gaming experience for all of our customers.

Satisfaction Guaranteed

We aim to exceed your gaming expectations and welcome any feedback you may have. Please feel free to contact our friendly 24/7 customer support team with any question or concern at anytime.

Gee... makes you think if you had any type of problem... they would respond and offer assistance right away...

Well... here's my story...

I downloaded and registered at this casino.

Everything went fine... I even started to install a few of the games.

I tried to log on again about an hour later... and this is what I got... a pop up saying:

THIS ACCOUNT HAS BEEN LOCKED FOR SECURITY REASONS

PLEASE CONTACT CUSTOMER SUPPORT AT support@sierrastarcasino.com for further assistance

I had no idea what this was about... I have only played at one other Playtech casino in the past 2 years... PLAY GATE... where I had no problems... deposited... played... and lost. My account is, as of today, in "good standing" there.)

So I waited until the following day to look into this... I checked my e-mails and all that were there from SIERRA STAR were two e-mails "welcoming me to the casino" and the second one with my password and user ID.

NOTHING about me being "locked out" from their "highly competent and professional" customer support staff...

So I e-mailed support and inquired what this was all about.

My first response from this ""highly competent and professional" customer support staff" was an auto generated reply... interesting, because it says right on their homepage the following... "We always guarantee a prompt human reply to every question or concern and most importantly, our customers always come first."

I did finally get a "human" reply... a few hours later. Here is what this "highly competent and professional" customer support staff had to say about my account being locked:

Dear Customer,

Thank you for contacting Sierra Star Casino.

Our administration system is completely automated and has automatically closed your casino account.

The reason for this may be due to a number of reasons including (but not limited to) the following:

1. Previous activity in the gaming industry and/or affiliated casinos

2. Previous activity with regards to banking and/or credit card systems

We sincerely apologize for any inconvenience caused, but our system will not be able to maintain your account.

We are unable to further assist you, and we thank you for your initial interest in our casino.


Should you have any questions or concerns, please do not hesitate to contact Sierra Star Casino Support Team. We are available 24 Hours a day, 7 days a week.

With Best Regards,
Kema
Sierra Star Casino

This made no sense to me... and there was NO actual reason listed as I has requested... So I wrote back again and asked for a SPECIFIC reason why I was locked out of my account...

This "highly competent and professional" customer support staff" responded with this...

Dear Bruce,

Thank you for contacting Sierra Star Casino.

Good evening, this is Joshua from the support team. I have received your most recent email and I do understand your frustration. Every business have there policies and Administration system by which guide the relevant company. I am indeed sorry that we will be unable to maintain your account but wish you the best in your future gaming endeavors.

Please enjoy the rest of your evening.

Should you have any questions or concerns, please do not hesitate to contact Sierra Star Casino Support Team. We are available 24 Hours a day, 7 days a week.

With Best Regards,

Joshua
Sierra Star Casino

Again no answer to my questions... at least this time the "highly competent and professional" customer support staff" addressed me by name instead of "Dear Customer"...

I sent one final e-mail to these bozo's at SIERRA STAR... which, of course I received no response to...

Here is what I sent:

Is there anyone working for Sierra Star casino that can actually think for themselves and provide me with more than a robotic pregenerated reply?

It's places like Sierra Star that give the online gaming industry the poor reputation it has.

Unprofessional, incompetent and clueless people have no business trying to run a company. Unless the intent is to run it into the ground... which is what I eventually see as your ultimate fate.

There was ABSOLUTELY NO REASON my account should be locked... and tha fact that they won't even give me the courtesy of an explanation really speaks volumes about what kind of place this casino is... not all that surprising really... since they are part of the GIANT VEGAS group... who has had a bunch of previous complaints, and who was involved with the old "rogued" casino that eventually went "belly up"... KISS CASINO.

I'm actually glad this happened... as I strongly suspect there would have been "problems" down the road with this group.

My advice to anyone considering playing at SIERRA STAR CASINO is...

DON'T...

Playtech casinos have been the issue of numerous complaints recently... and a poorly run casino like SIERRA STAR will only add to that poor reputation Playtech casinos are continuing to develop.

[The Watchdog]

Thata was a lot of @#%#@#%

The typical emails which give you non sense answers and never help you with anything.


Thats the type of service I despite and makes me want to puke.. After puking it gives me the urge to punch my screen since I don't have that dumb son of #@#@ in front of me.

Sorry for that, but its true. Service like that is exactly why the industry has such a reputation.

What if he played in another casino??? If he has used his card for some other place why should it bother them???

All I can think of is that they are looking for innocent and new customers in the industry to rip them off...

I don't like that at all...

[chuchu59]

If they can come up with this sort of customer service as a new casino, I doubt whether they are here for the long run. A most likely contender for the rogue list.

[Macgyver]

This is nothing new ...

Did you take a bonus at Playgate? I've had 4-6 different Playtech casinos do the same thing to me and I just associated it with my bonus hunting.

As far as I'm concerned (and this is as a bonus hunter), it's better than a person depositing and then finding out they couldn't get a bonus. Then, the player finds it takes 3-5 days just to get the deposit back?

Now, that would suck. I'm not saying you're a bonus hunter, mrracetrack, but there are plenty of other casinos out there who will happily take your money. At least that's how I look at it ...

[mrracetrack]

Posted by Macgiver:

Did you take a bonus at Playgate? I've had 4-6 different Playtech casinos do the same thing to me and I just associated it with my bonus hunting.

Yes... I did get a deposit bonus with Play Gate. That is the ONLY Playtech I've played at in over two years. I lost both deposit and bonus.

3-4 years ago... I played at a few Playtech casinos. No problems that I know of... Just never really cared for them that much... that being why I only played at Play Gate in the past two years.

I don't consider myself a "bonus abuser"... I will take bonuses offered... abide by the T&C... and will deposit without bonuses occasionally.

Whatever the reason is for Sierra Star locking my account... I deserve to be told what that reason is.

[unicorn40]

This place should have given him a legit reason......instead of the "may be" due too BS response.What kind of an answer is that?

[Freudian]

I actually think this is much better than taking the money, allowing the player to risk losing his deposit and if he wins forfeit the winnings+bonus. At least here you save some time and much grief.

[sdaddy]

Originally Posted by mrracetrack

Yes... I did get a deposit bonus with Play Gate. That is the ONLY Playtech I've played at in over two years. I lost both deposit and bonus.

3-4 years ago... I played at a few Playtech casinos. No problems that I know of... Just never really cared for them that much... that being why I only played at Play Gate in the past two years.

I don't consider myself a "bonus abuser"... I will take bonuses offered... abide by the T&C... and will deposit without bonuses occasionally.

Whatever the reason is for Sierra Star locking my account... I deserve to be told what that reason is.

I'm almost certain that the reason you got locked out is that you're on the so-called Playtech blacklist. All it takes is to win with a bonus and you are permanently not welcome at a lot of Playtechs.

I completely agree that you deserve a straight-up answer when this lock out happens. It's highly unprofessional to be getting canned answers that leave you wondering if you are being accused of some sort of banking fraud.

[mrracetrack]

Well... isn't this interesting...

Within an hour of me posting on here about this "issue"...

Sierra Star Casino decided to e-mail me a reason for locking my account...

This is, of course, AFTER they had told me:

We are unable to further assist you, and we thank you for your initial interest in our casino.

Macgyver was correct...

It is for "what they claim" is bonus abuse...

This is the e-mail I got...

Hi Bruce



I’m sorry but it appears that you have been flagged by playtech (our service provider) to be abusing the bonus system in other Casinos that are run by Playtech. Please note that this is our Service Providers decision and is not a decision made by the management of the Casino.



I’m sorry for any inconvenience caused.



Kind regards



Sandra

Sierra Star

I have no objection being "locked out"... that is their right to do so... but I DO experct to be given a reason when I asked.

It seems that only after someone posts something negative on the forums will a casino respond. That's not the right thing to do, and they know it.

Hardly what I'd expect from a "highly competent and professional" customer support staff"...

And they now deny it was them... it was Playtech who made this decision...

All I can say then is this... Playtech or Sierra Star "both" have the right to reject me as a customer if you choose to. I can accept that.

But to refuse to give me ANY SORT of explanation about this when I nicely inquired about this... is totally "unprofessional" and a poor way to "conduct business" in my opinion.

And to be honest... your accusatations are TOTAL BULLSHIT... if I'm a "bonus abuser" as you claim... why am I not locked out of Play Gate Casino? (not that it would matter... as I will NEVER play at any Playtech casino again)

It is apparent that Playtech deserves the "poor reputation" they have gotten... and ridiculous decisions like this will only enhance the "shit" reputation they continue to develop.

[mrracetrack]

Posted by sdaddy:

I'm almost certain that the reason you got locked out is that you're on the so-called Playtech blacklist. All it takes is to win with a bonus and you are permanently not welcome at a lot of Playtechs.

I never won anything. Never cashed out at ANY Playtech casino...not even a dollar.