Club on the park laughable!!

**Tagdog** · 23rd January 2007, 01:39 PM

Here's a good tale my colleage just told me.

He's been playing at Club on the Park and been sending emails to contact them about a cashout issue without reply.

He logged into his account yesterday and there is a pop up message saying that they're having trouble sending and receiving emails from hotmail, and that there an alternate email should be used.

So he rings up customer support who apparently just wanted docs for his withdrawl, they ask him to email the documents. He then says that he cant send them from his email address due to the warning and can he change his registered email address to send the documents.

The support guy replies the only way you can change you email address is to send an email requesting it to be changed!!! He refused to manually change it despite the fact the hotmail email will bounce. So my friend is stuck with a reversed withdrawl and no way of sending documents to get his money out.

So a wee warning if you registered with club on the park with a hotmail email address and get an ID request you're officially screwed until they get their act together.

**tencardcharlie** · 23rd January 2007, 02:15 PM

Haha, how annoying.
I wonder why the docs have to come from the registered e-mail though.

Is it not possible to fax or snailmail the documents?

**mucullus** · 23rd January 2007, 09:02 PM

This is what the warning message says:

It has come to our attention that players with either 'Hotmail' or 'MSN' email addresses are not receiving any correspondence from either ourselves or our Customer Services Team in reponse to problems or queries.

We kindly request that players holding 'Hotmail' or 'MSN' email accounts either telephone support with their queries or advise us of alternative email addresses in order for us to respond and offer assistance as quickly as possible.

It doesn't say anything about Club on the Park having problems with receiving customers' emails. Only mails sent by the casino may be trapped in the hotmail spam filter.

Your friend just could try to send his docs and phone support afterwards to acknowledge receipt.

**Simmo!** · 23rd January 2007, 11:01 PM

COTP recently rebranded and switched software with a completely different backoffice system. They have had one or two minor teething issues settling in - hopefully this is one of them. If I see the rep at ICE this week, I'll mention this thread and he may be able to get someone to take a look.

Cheers

Simmo!

**jerrylee** · 24th January 2007, 07:23 AM

laughable response to the change request but good point about the unreliability of hotmail.
how many times do you hear of players complaining..hey the casino never replied??! then a casino rep is PM'ed , they check with CS and behold, the player's emails were replied to. just hotmail filtered it or it never arrived period.
for some reason yahoo seems to be more reliable.

**jerrylee** · 24th January 2007, 07:27 AM

Originally Posted by Tagdog

The support guy replies the only way you can change you email address is to send an email requesting it to be changed!!! He refused to manually change it despite the fact the hotmail email will bounce.

the rep did that for security reasons. imagine what any joe blow could do with the player's account once the email and username are known. he could change the password or ask for a password reset and empty out the account.
one thing i wonder though, why would players spend gobs of cash gambling, but be too cheap/uninformed to use an email address that works correctly.

then get all frustrated when their free hotmail isn't delivering what they thought it would

**offtherecord** · 24th January 2007, 10:49 AM

Originally Posted by jerrylee

one thing i wonder though, why would players spend gobs of cash gambling, but be too cheap/uninformed to use an email address that works correctly.

then get all frustrated when their free hotmail isn't delivering what they thought it would

What kind of idea is that? What do you consider a real email address? Last time I checked the hotmails and gmails of this world were high up there with availability and features, plus they are widespread and thus very accepted.
I don't see a reason everyone out there should be getting his or her own domain just for the sake of having an own email address.

Which email address providers would you recommend? And how can you be sure that they would not land on some global blacklist?
Tagdog's colleague even does have an alternative email address, which doesn't help him in this case..

I myself am using a UnitedInternet address which I even pay for and apparently my emails still are not received by the casino. Now how does that fit your theory?

**vinylweatherman** · 24th January 2007, 01:13 PM

My E-mail is provided as part of my Broadband. It is on the ntlworld.com domain, yet I still get problems and excuses from even the reputable casinos that E-mails were not received, were not sent, or that my spam filters junked them (which is BS as I have turned the crap NTL spam filter off once I found that it actually WAS giving false positives on Fortune Lounge promotional E-Mails.

It seems that no E-mail is trouble free, so it is best to insist on a fix to the problem rather than a possibly fruitless exercise in trying out new E-mail addresses.

**jerrylee** · 26th January 2007, 09:14 AM

Originally Posted by offtherecord

What kind of idea is that? What do you consider a real email address? Last time I checked the hotmails and gmails of this world were high up there with availability and features, plus they are widespread and thus very accepted.

Hotmail and gmail are different. Hotmail already has a reputation with casino staff and knowledgeable web users that it's not as reliable as other free emails addresses.
Gmail and yahoo would be better choices IMO. I speak from experience, maybe you have never had problems.

**Casinomeister** · 30th January 2007, 05:41 PM

This was posted on their site as soon as they were aware that their mail-server could not SEND to hotmail and customers were not receiving their replies/responses:

IMPORTANT NOTIFICATION:
It has come to our attention that players with either 'Hotmail' or 'MSN' email addresses are not receiving any correspondence from either ourselves or our Customer Services Team in reponse to problems or queries.

We kindly request that players holding 'Hotmail' or 'MSN' email accounts either telephone support with their queries or advise us of alternative email addresses in order for us to respond and offer assistance as quickly as possible.

We apologise for the incovenience and delay in response times this may have caused 'Hotmail' and 'MSN' customers to date and would like to emphasise that our Customer Service number is TOLL-FREE and available 24/7.

Tel: 0800 389 2768 Email: support@clubonthepark.com

Kind regards, Club on the Park Casino Team

They are still working on this - the problem should be resolved soon. In the meantime you can email whatever documentation you want to them and either call UK Free Fax: 0808 234 1298 or International Fax: +63 2845 9061 for confirmation. You can also request confirmation from this email address:
casinomanager@clubonthepark.com This address is on a different server and there doesn't seem to be a problem with this.

Ain't technology fun?