Running out of patience with the Red Flush customer service

[bgermain1985]

Hey all,

Don't know if any of you have had any experience with Red Flush but I find the recent customer service to bit lackluster and disappointing.

In a nutshell, I finally made a cashout for 110$ - plenty of deposits before then so this isn't like a free chip issue or NDB thing.

Since it's my first cashout, they request documents (this is something like wednesday, I make my cashout tuesday night) - I send them and try to log in, low and behold my account is LOCKED.

Strange that, unsure why my account would be locked after I just make a cashout. Now, it also turns out that Wednesday a bunch of MG casinos were planning on moving to ' .net ' software versions so I can't tell which of the two issues is the problem here. I can't really do anything about client versions of software at this point because you can't selectively go and download the .net clients right now.

This leaves me in a blind position of having a locked account. I talk to live help and they take over an hour to "reset my password" and can simulate the LOCKED issue - but no progress; account stays locked so I take the whole transcript and a screenshot - sending that to support.

Now I figure this should be sufficient information to take the next step. Obviously password reset did nothing to help.

Next email comes in asking me to verify my identity again (which I can understand) and then they send me a new email the next day saying my password was reset (again??) - still no dice of course; but they are convinced it worked.

I've talked to what seems to be 5 different people and no one seems to grasp that my account is just LOCKED or the ip is blocked or something... but my cashout isn't moving either and it's been a good 4 days now which is unnatural for a MG casino.

This just makes me feel like a mute siren, the whole experience just being ackward and I feel like no one is listening to me for what should be a simple issue.

[darkpixie]

This thread might shed some light on why you are locked out, however the CS should have known this was what was happening. I would try to get my hands on the new software and login to confirm all your information has been ported properly...

http://www.casinomeister.com/forums/...t-winners.html

[bgermain1985]

I had a rep call me directly and she tried resetting the password AGAIN.

Didn't work the second time, so why not try a third time?

Anyhoo, we will see what happens. But yeah, you can't get the new .net software because they wont let you download it!

[bgermain1985]

"Please note that this matter has been escalated to our technical team to assist you with being able to login .

I really apologize for any inconvenience this may have caused you ."

I will reply to the thread once some resolution has surfaced.

Best,
- Brandon

[bgermain1985]

"We have done a few tests on your account and concluded that the reason why you are unable to log into your account with the software currently available is that the migration from old to new software did not happen on your account for some reason. In essence when you attempt loggin into your account the casino recognises that you are on the old software and because the old software has been disabled you will still get a “locked” error even though there have been provisions made to allow you entry into the new casino.
"

I just found it amusing because they denied like 5 times it was not migration (customer support people) but when you finally get tech support involved they agreed with me

In any case, I have a workaround im trying later which is to get the .net version of the client directly through a dynamic URL provided by support.

If you should happen to face a similar issue during the MG software transition phase before June 1st, this should help you streamline the process with support, uninstall the original software and then get the new .net versions of the software.

Later tonight I'll have an official confirmation if the workaround is successful or not.

Cheers,
Brandon

[vinylweatherman]

"We have done a few tests on your account and concluded that the reason why you are unable to log into your account with the software currently available is that the migration from old to new software did not happen on your account for some reason. In essence when you attempt loggin into your account the casino recognises that you are on the old software and because the old software has been disabled you will still get a “locked” error even though there have been provisions made to allow you entry into the new casino.
"

I just found it amusing because they denied like 5 times it was not migration (customer support people) but when you finally get tech support involved they agreed with me

In any case, I have a workaround im trying later which is to get the .net version of the client directly through a dynamic URL provided by support.

If you should happen to face a similar issue during the MG software transition phase before June 1st, this should help you streamline the process with support, uninstall the original software and then get the new .net versions of the software.

Later tonight I'll have an official confirmation if the workaround is successful or not.

Cheers,
Brandon

WHY didn't they think of this BEFORE this migration process started. It seems YET AGAIN MGS go live with something before they test it.

Not being able to freshly download the client is a HUGE problem, because MANY problems are easily solved by doing this, and it is also a crucial diagnostic step in ruling out many common errors down to corrupted files.

It seems that being an active player during this process leaves one vulnerable to such problems.

[bgermain1985]

It seems that being an active player during this process leaves one vulnerable to such problems.

Yeah, I'm having the exact same problem with Royal Joker right now.

The application blocks the US IPs, making login impossible therefore renderly the 'seamless update' impossible.

Microgaming did not push this particular 'feature' through QA and it is giving me nothing but headaches!

[bgermain1985]

How's this for service? Check out this thread....

Mail 1:

Hello, my IP is being blocked (instant LOCKED status on log in attempt)
>
>http://www.casinomeister.com/forums/...tml#post368368
>
>Please see the above link for relevant information because the same exact issue happened over at red flush for me.
>
>
>Can you please send me a download link to use for acquiring All slots USA client?
>
>Also, can you confirm for me that my active reels from Tomb Raider: secret of the sword have been migrated properly to my new account?
>
>- Brandon

Response 1:

Dear Brandon,

Please see the link below for the All Sots website, you should be able to download the software from there.

Also for further assistance please contact All Slots Casino at e-mail: support@allslotsusa.com or telephone: 1-866- 251-2236.


Sincerely

Latoya

Mail 2:
Latoya,

There is no exposed means of downloading from their website.
Kindly point me to the exact URL please so I can acquire said client per my previous request.

Response 2:
Dear Brandon,

Simply go to the website, http://www.allslotscasino.com/ and click on Download casino.

If this does not work please contact All Slots Casino at e-mail: support@allslotsusa.com or telephone: 1-866- 251-2236.


Sincerely

Latoya

Mail 3:
I'm cc'ing the all slots usa support on this mailer. RoyalJoker this is only FYI because your customer service obviously has no intention of actually handling the issue when I've been YOUR customer and this is YOUR migration so the issue should really be YOUR problem.

Dear All Slots USA Support,

Hello! RoyalJoker has communicated the following URL. However it is for the UK region and does not support USA ip:
http://www.allslotscasino.com/

" Thank you for choosing All Slots Casino. We’re sorry we no longer serve your region. "

... alas I cannot download

The correct URL is:
http://www.allslotsusa.com/
... and RoyalJoker had visited the website just once they would realize that there is no exposed means of downloading the USA only client directly from your site.

All I want is to obtain the new client so I can play like I almost have.
Again, let me mention that this entire issue has already been faced before here:


http://www.casinomeister.com/forums/...r-service.html

This information is also being tracked in the same above thread for the benefit of all USA players.




So yeah, not sure where all of this will go but I have been a regular customer and have stayed with Intertops for a long time. Then this migration thing happens and suddenly the US customers are the bastard childs? What the hell!

Can anyone tell me if they are facing nightmarish issues across the board with microgaming? I'm still having a cashout pending with red flush from last week and its like, come on now...

Super pissed off at microgaming - the completed ruined the online gaming experience as far as I'm concerned

[vinylweatherman]

How's this for service? Check out this thread....

Mail 1:

Hello, my IP is being blocked (instant LOCKED status on log in attempt)
>
>http://www.casinomeister.com/forums/...tml#post368368
>
>Please see the above link for relevant information because the same exact issue happened over at red flush for me.
>
>
>Can you please send me a download link to use for acquiring All slots USA client?
>
>Also, can you confirm for me that my active reels from Tomb Raider: secret of the sword have been migrated properly to my new account?>
>- Brandon

Response 1:

Dear Brandon,

Please see the link below for the All Sots website, you should be able to download the software from there.

Also for further assistance please contact All Slots Casino at e-mail: support@allslotsusa.com or telephone: 1-866- 251-2236.


Sincerely

Latoya

Mail 2:
Latoya,

There is no exposed means of downloading from their website.
Kindly point me to the exact URL please so I can acquire said client per my previous request.

Response 2:
Dear Brandon,

Simply go to the website, http://www.allslotscasino.com/ and click on Download casino.

If this does not work please contact All Slots Casino at e-mail: support@allslotsusa.com or telephone: 1-866- 251-2236.


Sincerely

Latoya

Mail 3:
I'm cc'ing the all slots usa support on this mailer. RoyalJoker this is only FYI because your customer service obviously has no intention of actually handling the issue when I've been YOUR customer and this is YOUR migration so the issue should really be YOUR problem.

Dear All Slots USA Support,

Hello! RoyalJoker has communicated the following URL. However it is for the UK region and does not support USA ip:
http://www.allslotscasino.com/

" Thank you for choosing All Slots Casino. We’re sorry we no longer serve your region. "

... alas I cannot download

The correct URL is:
http://www.allslotsusa.com/
... and RoyalJoker had visited the website just once they would realize that there is no exposed means of downloading the USA only client directly from your site.

All I want is to obtain the new client so I can play like I almost have.
Again, let me mention that this entire issue has already been faced before here:


http://www.casinomeister.com/forums/...r-service.html

This information is also being tracked in the same above thread for the benefit of all USA players.




So yeah, not sure where all of this will go but I have been a regular customer and have stayed with Intertops for a long time. Then this migration thing happens and suddenly the US customers are the bastard childs? What the hell!

Can anyone tell me if they are facing nightmarish issues across the board with microgaming? I'm still having a cashout pending with red flush from last week and its like, come on now...

Super pissed off at microgaming - the completed ruined the online gaming experience as far as I'm concerned

I can answer this one, NO, your active reels have simply been CONFISCATED. This is beacuse the game has been REMOVED by this migration process, and your former information, such as pending tokens on games that support this, have been left behind on the original server. Where games HAVE been migrated, they SHOULD have migrated the active reels/tokens, but you should check this yourself.

Although I am not in the US, I experienced the deletion of my active reels on the very same slot during an MGS update that seemed more "invasive" than usual, requiring some noticeable downtime (2 days). I only got SOME of my active games reinstated, and am still pursuing the issue WEEKS later.
I would expect this to happen on a few US accounts during this mass migration, but any stored tokens on games NOT being offered after migration will simply be confiscated. Pity NO OPERATOR could be bothered to warn players in advance that these games would not migrate, and that players might like to play out any stored reels on games such as Tomb Raider beforehand.