Casino Complaint Sapphire Rooms game play and staff help deplorable

Hello. I have been a lurker for a very long time even though I signed up relatively recently.
I have played in a lot of online casino's but I have never felt the urge to post in here before as I except that things will not always go your way and that all sites can appear not up to standard even though it is just a personal experience.
But today I tried out in Sapphire Rooms. They give a £5 no deposit bonus then 3 deposit bonuses. 200%,100% then 50%.
As is often the case I shot up to £35 in no time with my £5 welcome bonus then once that went I made my 3 deposits. Each time I made a deposit they very quickly went down to near nothing leaving £0.05 or so.Each time I had to email or call CS in order to get the promised bonus that accompanied them.Only after numerous emails and calls,and on my last bonus qualified deposit was I told that a few spin games allows you to reduce your wager to the small amount left ( £00.05 ) then your bonus will become active.
Every deposit and bonus in this site ( other than the very rapid £35 from £5 free welcome bonus) very quickly evaporated to nothing without ever going above the starting amount. It gave the worst game play in my long experience of online slot playing.
Customer services when talking to them online did not even know the most basic of their sites important details such as what their % pay out was.
Have I just been unlucky? Is this Sapphire Rooms a struggling site trying to stay afloat in a sea of many other sites and just fleecing anyone who comes along in the vain hope of staying alive?
This is the worst site out of very many I have played.
Thoughts please?

Cant take a good look as there not available in my country but from the start page they look like they have had there own games made so you may be right.

randomiam said:

Cant take a good look as there not available in my country but from the start page they look like they have had there own games made so you may be right.

Click to expand...

The game I played was designed to fleece you. The bonus rounds had 4 levels and each level needed to be activated 5 times in order to move onto the next level. Each level gives the illusion that you will win more when its activated. The game itself moves up a level every so often. Each time the spin game moves up a level your promised that the bonus round will be triggered more often. That is an utter lie and con.
With the free £5 welcome bonus the feature bonus was activated 5 times. After the fifth time it moved up to the second bonus level. Also while playing the welcome bonus the game itself changed screen informing me that the the game had moved up a level which promised that the feature bonus will now be triggered more often. It took £60 of play at £0.30 per spin to activate the next feature bonus.Even then my winnings from the 10 free spins amounted to £1.25.
Without doubt it is the worst site I have ever played at and their customer support was terrible and very poorly informed about their own site.

Random Thoughts and Opinions

I have been playing online for over 10 years, the worst sites have been Black Diamond Casino and Slots Jungle even though only one of them has been listed as rogue and that is Slots Jungle. Black Diamond refused to pay out a $1200 winning claiming that some sort of fraud had been committed. It hadn't as I mentioned I have been playing for years without any issue prior to Black Diamond. I should explain I did have one hiccup however and it was with Slots Jungle. When I first started playing I was not used to some of the more colorful descriptions some Casinos use to describe our deposits. I was not familiar with one deposit on my credit card and questioned it, this led the bank to institute a chargeback to Slots Jungle. The amount was not great about $25, and when I realized my mistake and what the charge really had been for I tried to explain to Slots Jungle and offered to make a deposit that would cover the chargeback, but they would have none of it and blacklisted me on their affiliated sites. I am not sure if Black Diamond was one of them and if they used that as an excuse to not payout my winnings. All I do know is they wouldn't pay my winnings and wouldn't really explain why, just that it was a security issue and they couldn't divulge the reason because that would supposedly compromise their security.

On another issue I have had very good luck and service from Miami Club Casino, Online Vegas not to be confused with Vegas Online. The Gran Prive Group has also been very good at times and their support is as good as any I have played at. I cashed out 5 times last month adding up to over $3000 and the checks came by DHL very quickly. I have been with them since they were a Microgaming site and personally have no complaints. I would recommend them in any case. Note about Online Vegas, I was grandfathered in with them, I don't believe they are accepting US customers at this time.

I did have some winnings at Silver Oak and as long as you are prepared for a significant wait I do believe you will be paid. It has something to do with their banking system and it is just not as fast or efficient as some other Casinos. As it has been said to use caution I would say that is probably good advice about all online Casinos, things change rather quickly at times and you have to try and stay aware of that fact.

It is UK only, so I couldn't check out the games. Provider is Nektan, and it is in the news for having received a UK site licence just days ago. It is a publically traded company, so I believe the software is on the up and up, and a UK licencee would have to have TRTP for the games on their site.

Seems to be a number of white labels, and one is in the works for Irish TV as well.

It's not that the site is struggling to stay afloat IMO, but it is brand new and having teething pains, struggling to get afloat.

Mobile platforms seem to be the developers speciality.

i was approached by them in term of affiliates the other day, the Nektan Slots are already being distributed over the NYX OGS platform at a number of mobile focused casinos, this casino along with a few others is being run by Nektan themselves hence the lack of many other slots on there, i think they have some Nextgen on there also when i had i look and not much else, even they are the mobile version when you load them from a desktop (so totally mobile focused casino).

i've only played the Nektan slots in demo mode and their are definitely very streaky in nature some are very highly stacked symbols all or nothing type slots, you can find their complete playable range near the bottom of that site, i think you were just unlucky though but that could be down to slot selection or bet size.

swann2001 said:

I have been playing online for over 10 years, the worst sites have been Black Diamond Casino and Slots Jungle even though only one of them has been listed as rogue and that is Slots Jungle. Black Diamond refused to pay out a $1200 winning claiming that some sort of fraud had been committed. It hadn't as I mentioned I have been playing for years without any issue prior to Black Diamond. I should explain I did have one hiccup however and it was with Slots Jungle. When I first started playing I was not used to some of the more colorful descriptions some Casinos use to describe our deposits. I was not familiar with one deposit on my credit card and questioned it, this led the bank to institute a chargeback to Slots Jungle. The amount was not great about $25, and when I realized my mistake and what the charge really had been for I tried to explain to Slots Jungle and offered to make a deposit that would cover the chargeback, but they would have none of it and blacklisted me on their affiliated sites. I am not sure if Black Diamond was one of them and if they used that as an excuse to not payout my winnings. All I do know is they wouldn't pay my winnings and wouldn't really explain why, just that it was a security issue and they couldn't divulge the reason because that would supposedly compromise their security.

On another issue I have had very good luck and service from Miami Club Casino, Online Vegas not to be confused with Vegas Online. The Gran Prive Group has also been very good at times and their support is as good as any I have played at. I cashed out 5 times last month adding up to over $3000 and the checks came by DHL very quickly. I have been with them since they were a Microgaming site and personally have no complaints. I would recommend them in any case. Note about Online Vegas, I was grandfathered in with them, I don't believe they are accepting US customers at this time.

I did have some winnings at Silver Oak and as long as you are prepared for a significant wait I do believe you will be paid. It has something to do with their banking system and it is just not as fast or efficient as some other Casinos. As it has been said to use caution I would say that is probably good advice about all online Casinos, things change rather quickly at times and you have to try and stay aware of that fact.

Click to expand...

I have been very lucky with cashing out in the many sites I have played and won at so far. But I am put off depositing in American based sites by their difficult ID verification process and some do not take Visa . Am I the only person with this issue?

Jasminebed said:

It is UK only, so I couldn't check out the games. Provider is Nektan, and it is in the news for having received a UK site licence just days ago. It is a publically traded company, so I believe the software is on the up and up, and a UK licencee would have to have TRTP for the games on their site.

Seems to be a number of white labels, and one is in the works for Irish TV as well.

It's not that the site is struggling to stay afloat IMO, but it is brand new and having teething pains, struggling to get afloat.

Mobile platforms seem to be the developers speciality.

Click to expand...

Forgive my ignorance but can you tell me what white label mean in terms of online Casinos?
I would suggest that a way of retaining and attracting customers is not by providing games with such terrible game play which sees £100 of spins go down very rapidly and without ever going over the amount deposited. It also would help if their life phone operators where able to answer basic questions relating to the service they provide

Wild Reels said:

i was approached by them in term of affiliates the other day, the Nektan Slots are already being distributed over the NYX OGS platform at a number of mobile focused casinos, this casino along with a few others is being run by Nektan themselves hence the lack of many other slots on there, i think they have some Nextgen on there also when i had i look and not much else, even they are the mobile version when you load them from a desktop (so totally mobile focused casino).

i've only played the Nektan slots in demo mode and their are definitely very streaky in nature some are very highly stacked symbols all or nothing type slots, you can find their complete playable range

You do not have permission to view link Log in or register now.

near the bottom of that site, i think you were just unlucky though but that could be down to slot selection or bet size.

Click to expand...

I Would guess that with a lack of recognizable slot games on offer they would ensure a degree of game play with the ones they are offering?
I would suggest that bet size would be more of a factor if your betting high stakes rather that playing careful at £0.30 per spin over more than £100 worth of spins? At that rate I would suggest that the player should see a degree of ups and down, not just downs?

I feel like the abused spouse who comes back home from hospital covered in cuts and bruises asking " What do you want me to make you for dinner,love? "
I made the mistake of going back,twice more!
28 deposits made now ( £280 ) and nothing improved. Deposits very quickly reducing to zero. again it took 5 deposits to trigger the bonus feature and from those 10 bonus spins I won £0.25. I did receive a few free bonus amounts,but their play through never threatened to be converted to anything real.
A truly awful experience and judging by the transaction numbers from my deposits not many other people are staying with this site. ( sometimes only one other person deposited in between the last deposit and my next )
Avoid at all costs

geordiecolin said:

I feel like the abused spouse who comes back home from hospital covered in cuts and bruises asking " What do you want me to make you for dinner,love? "
I made the mistake of going back,twice more!
28 deposits made now ( £280 ) and nothing improved. Deposits very quickly reducing to zero. again it took 5 deposits to trigger the bonus feature and from those 10 bonus spins I won £0.25. I did receive a few free bonus amounts,but their play through never threatened to be converted to anything real.
A truly awful experience and judging by the transaction numbers from my deposits not many other people are staying with this site. ( sometimes only one other person deposited in between the last deposit and my next )
Avoid at all costs

Click to expand...

Fool me once, shame on you.

Fool me twice, shame on me.

dunover said:

Fool me once, shame on you.

Fool me twice, shame on me.

Click to expand...

I blame having a few days off work and too much booze lingering about the house! But none of those two aspects had any effect on how poorly Sapphire rooms casino performed.

Oh No!

Rule Number one of the gamblers handbook....

1) Booze n gambling...........

jonmincher said:

Oh No!

Rule Number one of the gamblers handbook....

1) Booze n gambling...........

Click to expand...

Maybe,but Sapphire Rooms where completely sober every time I visited

geordiecolin said:

I blame having a few days off work and too much booze lingering about the house! But none of those two aspects had any effect on how poorly Sapphire rooms casino performed.

Click to expand...

I agree, But you be surprised what a few beers make you think

Nether the less it does get you mind thinking, I have just took a look and a very small site, Like KK pointed out I think there sites (as per U.K licences) are for mobile play, I see kerching.co.uk is on the list and I pretty sure there ok, Theres one casino on the list lol, crackerjackcasino I think I must be cracker playing at some the sites I do

This is bull shit,

14.6. Real money (cash) does not contribute towards the bonus wagering requirements, where a player has both a real money and bonus balance then the real money balance is used for game play

14.7. When a bonus is activated and followed by subsequent real money deposits, contribution to the bonus will be halted and resume once the real money balance is at zero

14.8. Once activated your bonus remains valid whilst your account is active. Should your account become dormant, you will forfeit all bonus entitlement.

14.9. Where a customer requests a withdrawal or transfer out of their gaming account, prior to the necessary wagering requirement being met, they will lose all bonus and winnings attributable to the account. Only the sum of the original deposit or remaining balance of the original deposit will be withdrawable.

So if you deposit £10 and win 1000 than its no good? you have to lose it all than break into bonus so wager starts to count, This is either the worst terms I have came across or is wrong

spintee said:

This is bull shit,

14.6. Real money (cash) does not contribute towards the bonus wagering requirements, where a player has both a real money and bonus balance then the real money balance is used for game play

14.7. When a bonus is activated and followed by subsequent real money deposits, contribution to the bonus will be halted and resume once the real money balance is at zero

14.8. Once activated your bonus remains valid whilst your account is active. Should your account become dormant, you will forfeit all bonus entitlement.

14.9. Where a customer requests a withdrawal or transfer out of their gaming account, prior to the necessary wagering requirement being met, they will lose all bonus and winnings attributable to the account. Only the sum of the original deposit or remaining balance of the original deposit will be withdrawable.

So if you deposit £10 and win 1000 than its no good? you have to lose it all than break into bonus so wager starts to count, This is either the worst terms I have came across or is wrong

Click to expand...

I took the time reading the terms recently too as I was desperately searching to find their % payout. (Their customer services on the phone could not give an answer) and I presumed I had misunderstood those terms you have pointed out above. But as all of their other text seems to be clear and comprehensible then maybe it is no mistake? But their X40 with a bonus is extreme considering these bonuses are awarded for spending a lot of money. I believe many sites require x30 or less. Everything about this site seems too heavily weighted in favour of the casino

geordiecolin said:

I took the time reading the terms recently too as I was desperately searching to find their % payout. (Their customer services on the phone could not give an answer) and I presumed I had misunderstood those terms you have pointed out above. But as all of their other text seems to be clear and comprehensible then maybe it is no mistake? But their X40 with a bonus is extreme considering these bonuses are awarded for spending a lot of money. I believe many sites require x30 or less. Everything about this site seems too heavily weighted in favour of the casino

Click to expand...

If the rules are as I have pointed out above than there is no possible way to withdraw any wins from a deposit bonus, UNLESS you hit the bonus and manage a strike of luck and manage the wager and start winning, Than I bet somewhere along the lines there be a max cashout of bonus,

There was similar rules across a few accredited casinos where you could cash out before wager was complete but would forfeit the bonus but any wins was aloud to keep, There rules was near the same and made it look like if you withdraw you would lose any winnings, I can saftley say that now they have revamped the rules and you can clearly read any winnings can be withdrawn but bonus forfeited,

Ok fair enough the cash balance does not count towards wager, You can live with that as bonus would be a secound chance if you lose the deposit but having the rule,

Only the sum of the original deposit or remaining balance of the original deposit will be withdrawable.

Is just plain crazy, It is saying you cannot withdraw and deposited money unless you lose it all and dip in to your bonus? Than not only that but the x40 wager only kicks in than