complaint: clubworld casino

[mat0010]

heya dudes!

im new to the forum, so be kind =)

anyways, im an now avid bonus player. like any bonus player i have ran into problems with casinos changing the T&C, denying winnings and vioding bonuses. but nothing so serious (800$ viod was a close call) ive thought about contacting casinomeister.com.

nowadays when playing at casinos i keep a light log of my play. call me paranoid but sometimes i feel im not getting a fair game of blackjack.

on to the complaint/warning:

i was playing a 100% up to 100€ bonus at clubworld casino. after about 600 hands i reviewed my log and came to the conclusion that i might not be receiving a fair game of blackjack. the client features a handhistory page but the sever was down so contacted support, requesting my handhistory.
this i what they told me:

(there was a third session but the support person terminated the session when i told her that i had already sent the previous logs to casinomeister.com =)

SESSION1

Chris:
hello

Chris:
how can I help you?

daniel:
hi, ive been playing blackjack for about 550 hands now and im coming up with some
really strange results in my log. ive tried to check the hand history myself via
the client but the server is down (or something)

daniel:
could you please send me my hand history, to my mail

Chris:
oh the server is down??

daniel:
seems so

daniel:
ill check again, wait

Chris:
k

daniel:
"Server Error in '/clubworldeuro/PlayHistory' Application"

daniel:
thats what i get

Chris:
lme see maybe I need to submit a ticket if there are some problems

Chris:
1 moment pls

daniel:
ok, but dont forget to send me my total handhistory aswell, cause i really
cant believe what my log is telling me... need to cross check =)

Chris:
what was wrong? there are quite a few winners in BJ ..

Chris:
bah

daniel:
the bust rate when the dealer shows 2-3-4-5-6 is wierd

daniel:
like, according to my log, the dealer only busts on 6 30% of the time

daniel:
and that cant be right

daniel:
sent it yet?

Chris:
..oh well I will need to contact the promotion department as well and they
will be more able to help you with this mattias, you know the software is
never perfect, we may need to ubmit a ticket

daniel:
...what? ok...but have you sent me my hand history?

daniel:
you can do that, right?

daniel:
and then ill cross check that with my log, and if the wierdness is
confirmed, then ill contact you again

Chris:
I can't right now I will need to contact the department to see if there
are further problem with the software..

daniel:
why can you not do that?

Chris:
and we will get back to you..

daniel:
dude, this is wierd

daniel:
but ok. fine.

Chris:
yep may be I hope will sort it out if there are problems ok?

Chris:
no worries we always do our best for our customers, we have a good reputation

daniel:
and thats why i play!

Chris:
hehe yep you ll be happy

daniel:
so no worries, just send me that handhistory as soon as youre able =)

Chris:
and I wish you the best

__________________________________________________ _______________

SESSION 2.

Dan:
Hello Mattias, How are you today?

mattias:
a couple of hours ago i requested that my handhistory would be sent to me
since the server is down. that has not happened. i would like to know why
my handhistory has not been sent to me? support earlier told me that they
would contact some department, that would in turn contact and help me.
that has not happened. why?

mattias:
hello =)

mattias:
im fine, aside from this small issue

mattias:
you?

Dan:
Ok I know that Chris has forwarded this request on to management, but there
dont work over the weekend, so they will get this tomorrow morning.

Dan:
I good thanks

mattias:
ok, but i do not care about what chris forwarded to management.

mattias:
i want my handhistory

mattias:
or, a good explanation why i cannot have it

mattias:
so far support has been avioding the subject entirely

Dan:
I cant provide this infomation has my access is not high enough on the
system to pull of report to an exported version, but management has full
access on the system and should beable to help you with this.

mattias:
what?

mattias:
how come i can check my hand history, provided the server works, and you cannot?

mattias:
im not asking for paris you know? this is basic stuff

mattias:
but youre saying you do not have accsess?

Dan:
All I can do mattias is ask Management to give you a call tomorrow, has like
I said I cant pull of reports and send off to you due to my access being set
to view only.

mattias:
im not interested in a call. i want an email with a full handhistory so that i
can cross check that with my own. is that possible? will i have that in my
inbox tomorrow?

mattias:
im not having a problem, the casino is having a problem with the game history
server being down. hows calling me going to fix that?

mattias:
but hey, anything i can do to help =)

Dan:
If they can provide this report to you that would be tomorrow. But I would not
beable to confirm this to you they would be the best person to speak to.

mattias:
...ok, so you cannot guarantee that i will ever recieve and email with my hand history?

Dan:
I would not know has this is a management issue.

mattias:
allright, fair enough

mattias:
allthough this is a support issue at every other casino ive ever played at.

mattias:
but, yep, fair enough

mattias:
see you tomorrow =)

__________________________________________________ _______________

ill keep you posted, but i get the feeling that i wont be getting my handhistory..at all.

sincerely, mattias lundblad

[clubworld]

Mattias,

There was no other reason for not sending you the hand history other than Support were unable to do so due to their restrictions.

I have sent you your history by email and I would appreciate you having slightly more patience with us in the future instead of posting about us before we have been given a chance to work on your request.

Regards

Jason

[mat0010]

i would have waited longer was i given good reason. support told me you would contact me and that the issue had been forwarded, but you did not respond today. upon asking live support they told what they told me yesterday, then terminated the session shortly after i explained i had contancted casinomeister. i suspected foul play and just ran out of patience. im glad you found the time, now.

im sorry if you feel that i jumped the gun. but i was getting really, really annoyed.