MY FAULT OR CARRIBEAN GOLD'S FAULT? You Decide...

[NaJy]

Hi,

Okay, this is unfortunate that Caribbean Gold would treat their customers like this.

First, using my UseMyWallet account, I deposited $40.00, no problem... But when I entered the lobby, it said $40 + $30 bonus. They never even asked me if I wanted the bonus. I contacted CS and she said she will remove it. When CS says "Please click Close and complete the Exit Survey", that usually means it's all complete.

Now assuming the bonus was gone, I went to the lobby and there wasn't a bonus there. Cool. So I went to play a traditional slot at 10 cent a hit, and it kept saying -$10.00 in the bonus box. My $40.00 went down to $25.00 in seconds.

The CS lady said it was my fault. This is the actual chat log below.

__________________________________________________ _____________

One of our Representatives will be with you in a moment. The estimated wait time is 33 seconds.

You are now chatting with 'Shudeska'

Your Issue ID for this chat is LTK*****

Shudeska: Welcome to Casino Support. How may I assist you today?


CG07888*****: Hello Shudeska.

CG07888*****: Please remove the bonus that was automatically attached to my deposit

Shudeska: May I please have your account number or email address so that I can better assist you?

Shudeska: Please hold on a moment, I will check your account.

CG07888*****: CG07888*****

Shudeska: Please note that if this is removed you can not claim the bonus afterwards.

CG07888*****: thank you very much

CG07888*****: i wont have any problems cashing out now right?

CG07888*****: if i win

Shudeska: No.

CG07888*****: thank u. have a good nite

Shudeska: Thank you for chatting. If you have any questions or comments, feel free to contact us at anytime. To help improve our service, please click Close and complete the Exit Survey.

CG07888*****: wait sir

Shudeska: Mam.

CG07888*****: sorry mam

CG07888*****: i was wagering and the slot was saying negative -10

CG07888*****: in the bonus section

Shudeska: Stop playing please.

CG07888*****: ok

Shudeska: You was playing while I was removing the bonus that is why.

CG07888*****:

CG07888*****: im eager

CG07888*****: so now what?

CG07888*****: i was betting 10cent and it went down to 35 from my 40 deposit

CG07888*****: it would be great and make me feel better if u reset everything without the bonus

Shudeska: The account is set to normal back. You requested to remove the bonus, you kept playing and you used from the bonus that I removed. Therefore the $10 was deducted from your balance.

CG07888*****: let me check now. hold on please

Shudeska: If this was from 40 to 35 that means you are not playing for 10 cent.

CG07888*****: no forget all that mam.

CG07888*****: you said the bonus was removed, thats why i played

CG07888*****: it went all screwy, and now im at$25

Shudeska: No I did not.

Shudeska: This is what I sa: Please note that if this is removed you can not claim the bonus afterwards.

CG07888*****: just reset everything the way it was please

Shudeska: This does not meant that the bonus has been removed.

Shudeska: I can not anymore. If you have any comments please contact the manager in the morning after 10 am EST.

Shudeska: Is there anything else I can help you with?

Shudeska: Ones I remove the bonus I am not able to put this back.

CG07888*****: exuse me, i can copy, paste and expose this to casinomeister.com in the morning and see what they say shudo

CG07888*****: reset it the way it was without the bonus

CG07888*****: please

Shudeska: You can do as you like. This is your fault I did not inform you that the bonus has been removed. I am very sorry you are acting like this.

Shudeska: Thank you for chatting. If you have any questions or comments, feel free to contact us at anytime. To help improve our service, please click Close and complete the Exit Survey.

Chat session has been terminated by the site operator.

[missmichelle]

If you are going to have a bonus removed you should never start playing until it is done. It sounds like the rep did exactly as you asked and removed the bonus therefore the playing you were doing came out of your deposit. I don't see where they did anything wrong. Good luck to you!

Michelle

[same_old]

So basically when you asked for the bonus to be removed how long before you started to play..

Be honest- in reality didnt you give the op enough time to carry through with your request becasue the sound of the chat you are like a bull at a gate so to speak.. your not helping yourself byu just going full throttle and this is what has come of it.

Take it slow read things over and let the OP carry through in taking it out.


And on a friendly side note- I would NOT be using Casinomeister as a means of threatening casino's- it is not the done thing to do.

[NaJy]

Removal of bonuses is usually instant from what I was told from a different rep. Furthermore, they just sneaked the bonus in without my approval. When asked to remove it, she procrastinated and, I played and must be subjected to bonus terms and conditions.

That's what wrong.

[NaJy]

Take it slow read things over and let the OP carry through in taking it out.

And on a friendly side note- I would NOT be using Casinomeister as a means of threatening casino's- it is not the done thing to do.

Not a threat, just a warning that I will post the chat session.

Also, Plenty of time was given. I waited but kept the chat session open.

[chuchu59]

I dont understand why the removal of bonus is an issue here. Unless the casino cannot rectify things the OP's play should be checked and the real balance should reflect his original $40 minus the amount that he had lost. The bonus value should be $0.

[vinylweatherman]

Lack of clear guidance from CS rep. WHERE does the rep ask the player to refrain from playing, or take any other action, before playing on.

Looks like a software bug to me, since the bonus balance went down to -10 rather than zero.

There was NOT "play with the bonus", since as we all know the DEPOSIT is played first, and THEN the bonus balance. The wagers (whether 10c or not) would have come from the deposit, and thus it should NOT have caused problems when the bonus was removed, even during play.

IF there ARE problems, players need to be told SPECIFICALLY not to just play on, but to log off, and log back on, check the balance for bonus removal, and THEN play.

The reps could cover this by telling players they MUST log off before the bonus can be removed. This should clear any software issues related to adjustments to accounts whilst the player has an active session.

Remember, "malfunction voids play", so what's the problem in restoring the account back to it's starting position. I bet they would do this if the malfunction went in the PLAYER'S favour during the adjustment.

Don't threaten to expose incompetence on Casinomeister, just DO IT if you feel others should hear of it. Remember, consider whether you want to leave your PAB options open before posting in the open forum.

[Casinomeister]

...
And on a friendly side note- I would NOT be using Casinomeister as a means of threatening casino's- it is not the done thing to do.

That was really unnecessary. Please don't badger customer service reps with threats of posting chat sessions etc.

[NaJy]

That was really unnecessary. Please don't badger customer service reps with threats of posting chat sessions etc.

I respect your authority and opinion on this matter, but let me ask you a question...

What is the foundation of this company that you have built from the ground up, back in 1996?

My belief is the company was created to inform honest players of bad practices conducted by shaky online casinos.

Also, in me merely stating my affiliation with your website and warning them that I will post the chat log, does not seem unnecessary in my opinion.

Furthermore, (and please correct me if I'm wrong), I view this website as a "big brother" to us online casino players. A community of masses dedicated to give their two cents on online casino issues... I will not come on here and ask for marital advice. Just online casino advice only.

Thanks.

[same_old]

I respect your authority and opinion on this matter, but let me ask you a question...

What is the foundation of this company that you have built from the ground up, back in 1996?

My belief is the company was created to inform honest players of bad practices conducted by shaky online casinos.

Also, in me merely stating my affiliation with your website and warning them that I will post the chat log, does not seem unnecessary in my opinion.

Furthermore, (and please correct me if I'm wrong), I view this website as a "big brother" to us online casino players. A community of masses dedicated to give their two cents on online casino issues... I will not come on here and ask for marital advice. Just online casino advice only.

Thanks.

no no mate it's ok, you just probably didn't know was all..

Possibly in future you could go on the angle of " look i'm not really understanding of this and don't quite agree with what you are saying, I might visit an online casino forum and gets some members thoughts on this situation"
Just something to that affect.

I think it was the way you worded it that sounded like it was threatening is all.