7 Sultan's What a joke

[thebigs]

I have not played at this casino in a while but received this e-mail today.

Hi Alexander,

We haven’t seen you in a while and we noticed that you have credits in your account that are close to their forfeit date. They will be removed from your account on 27/02/2015.

Credits available: 14
Account number: 7srm

Why not use the credits to play some of the new games we’ve added since your last visit? It would be a pity to lose them… go on, have some fun!

Play your credits
John Hughes
7Sultans


To be honest i did not think i had any funds in the account but i downloaded the casino again and my funds were actually 7 cents.
I thought i may have been given some credits for my birthday or something so went on to chat to ask about the 14 euro in credits.
I might have have spoken to my dog as the answers i received from the customer service were a joke.
All they would tell me was i had lost them on the 27/02/2015 but when i pointed out it was only the 26th they then told me i had no loyalty points and only 7 cents in credits.I asked why i had received this e-mail and also copied the e-mail but again might hace well asked my dog as they could give me no answer.
I was not expecting anything but receiving an e-mail like that is total lies and should not be allowed especially from an accredited casino.

 

[Harry_BKK]

I have not played at this casino in a while but received this e-mail today.

Hi Alexander,
We haven’t seen you in a while and we noticed that you have credits in your account that are close to their forfeit date. They will be removed from your account on 27/02/2015.
Credits available: 14
Account number: 7srm
Why not use the credits to play some of the new games we’ve added since your last visit? It would be a pity to lose them… go on, have some fun!
Play your credits
John Hughes
7Sultans

To be honest i did not think i had any funds in the account but i downloaded the casino again and my funds were actually 7 cents.
I thought i may have been given some credits for my birthday or something so went on to chat to ask about the 14 euro in credits.
I might have have spoken to my dog as the answers i received from the customer service were a joke.
All they would tell me was i had lost them on the 27/02/2015 but when i pointed out it was only the 26th they then told me i had no loyalty points and only 7 cents in credits.I asked why i had received this e-mail and also copied the e-mail but again might hace well asked my dog as they could give me no answer.
I was not expecting anything but receiving an e-mail like that is total lies and should not be allowed especially from an accredited casino.

7S has been a decent casino for more than a decade, never had a problem there. Did you PM the rep?

The usual CS is not in-house at this group anymore, hence they cannot see much detail. Next time ask for the VIP helpdesk and you will get one member of the VIP team which is in-house at the group's offices. They usually patch you through if you are at least Gold level or have been it at some point in the past

 

[thebigs]

Thanks Harry,

I have sent a message to the rep but did not bother with the vip chat.
Its just annoying you cannot receive an answer from the customer service because why are they there in the first place?

 

[Jono777]

I recall a good while back being on chat for a totally different reason when their CS agent suddenly piped up:-

"You've got £20 in outstanding bonuses from a few months ago, would you like me to add that for you now?"

I was on chat for a banking related issue, so I feel for you lol, oh to be a live 'help' employee

 

[K2C]

I have not played at this casino in a while but received this e-mail today.

Hi Alexander,

We haven’t seen you in a while and we noticed that you have credits in your account that are close to their forfeit date. They will be removed from your account on 27/02/2015.

Credits available: 14
Account number: 7srm

Why not use the credits to play some of the new games we’ve added since your last visit? It would be a pity to lose them… go on, have some fun!

Play your credits
John Hughes
7Sultans


To be honest i did not think i had any funds in the account but i downloaded the casino again and my funds were actually 7 cents.
I thought i may have been given some credits for my birthday or something so went on to chat to ask about the 14 euro in credits.
I might have have spoken to my dog as the answers i received from the customer service were a joke.
All they would tell me was i had lost them on the 27/02/2015 but when i pointed out it was only the 26th they then told me i had no loyalty points and only 7 cents in credits.I asked why i had received this e-mail and also copied the e-mail but again might hace well asked my dog as they could give me no answer.
I was not expecting anything but receiving an e-mail like that is total lies and should not be allowed especially from an accredited casino.

In a situation of this sort it is always advisable to reply to the original email quoting it rather than talk to chat rep. It will of course take a little longer to get the response but chance of this response to be sane increase substantially.

 

[dunover]

In a situation of this sort it is always advisable to reply to the original email quoting it rather than talk to chat rep. It will of course take a little longer to get the response but chance of this response to be sane increase substantially.

Agreed. Only in this case due to the proximity of the expiry of this offer, I suspect it'll be a 24hr. reply then "FU - you're too late!"

It's obviously a trawl through inactive accounts by 7S trying to drum up play.

 

[hausse222]

I had the same today with vegas palms

 

[juliepiggott]

Poor customer service

Hi,

I have had similar experiences with a number of accredited casinos, usually in relation to an email they have sent me, promising free spins, or deposit bonus' that hasn't appeared in my account - as per the email. Unfortunately some support staff become extremely defensive and suspicious, when you attempt to discuss, the implication being that you are trying to lie and deceive them into giving it to you..... even after supplying them with a valid copy of the received email! Like me, you may find it more trouble than its worth to follow up on these types of issues with chat, because if you get a narky one it can be really upsetting and frustrating not to mention killing your mood and your luck.

Cheers

 

[thebigs]

Thanks for the replies folks.

Your right Mr Dunover,i certainly would pass the sell by date if i sent an e-mail to them and regarding drumming up business if they had credited me what they had said there would be a better chance of me playing there again instead of no chance now.
I have also noticed lately from in particular First web casino at least e-mailing me most days and even worse ringing my mobile at least 3 times a week.Even though i told them quite clearly i was not interested they keep telling me the same.We are the best paying casino and we had a customer who won xxxx amount yesterday and with the great bonus we are offering you it could be you next.
It seems since the new uk laws certain casino's have lost business but i am not keen on the sales pitches.

 

[thebigs]

Reply from pm

Here is the reply i received from Wim.

Hi Alexander

Unfortunately you received the mail in error as there was no balance in your account and it was according to that the support agent gave you the information.

We have been trying to get hold of you but in the meantime we have credited the 14 euro to your account.

I sincerely apologise for the inconvenience.

Regards

Wim




Thank you Wim,
I appreciate the gesture.

 

[Valhalla]

I got a similar email from Royal Vegas, although they said I had £60 in my account.
Even though I knew my account was empty I downloaded out of morbid curiosity, and sure enough there was nothing in my balance. Didn't even bother contacting them, I just uninstalled the client. I refuse to believe it was an "error", they just wanted a regular depositor (and loser) back again

 

[vinylweatherman]

This is a common error it seems. I have had it a few times, and when I have checked, there has been nothing in the account, or something completely different (usually a few pennies). Given that this is the processing of our personal financial data, it is highly unlikely that it's an error, it's just too common. Far more likely it's quoting a theoretical balance designed to lure one into reinstalling the casino to find out, and then hopefully deposit and play. It's probably the sum of any credit, the value of loyalty points were they to be redeemed, and even the value of any free spins one either has, or is eligible for, if a deposit is made.

This bloated group chucked out it's entire UK player base, but it was already going downhill long before this, so a sudden loss of revenue from UK players can't be the main cause of the problems. However, the policy of getting out of regulated markets rather than getting a licence could well bring them down as it seems the UK model is being adopted by other EU countries, albeit in different formats. The US market has been lost to them because they are Microgaming, and even the Canadian market is slipping away.

They seem to have far too many skins from the groups they absorbed. Whilst Casino Rewards have kept all the individual skins going, they have at least brought them all under a single group umbrella, with players only getting one bonus per offer over the whole group, and with the rewards and VIP systems covering the group as a whole. Digimedia on the other hand still runs the groups separately, so they could well be double or triple counting the same player, and of course giving them triple bonus offers, a problem where such players know what they are doing and can play the offers to best advantage.

Dormant accounts are thus an obvious way to bring in revenue from players that DO play online, but that presumably have drifted away to the competition. However, efforts will backfire if such a player DOES decide to come back for a look around after many months, and the first thing that happens when they do is that they get mislead, jerked around, have support pretend they never received the email that drew them back, etc.

 

[Harry_BKK]

Here is the reply i received from Wim.

Hi Alexander

Unfortunately you received the mail in error as there was no balance in your account and it was according to that the support agent gave you the information.
We have been trying to get hold of you but in the meantime we have credited the 14 euro to your account.
I sincerely apologise for the inconvenience.

Regards
Wim

Thank you Wim,
I appreciate the gesture.

There you go Mr. bigs no too shabby for a post on CM and a PM.

7S as well as the whole Fortune Lounge group always treated me very well. They were, maybe still are, based in Jo'burg, SA and were a great bunch of people. Went to see them once when i was on business in SA. I even got invited and went to a few of their Fortune Lounge Cruises, had a grand time (all expenses paid ) and even won a few bucks every time, the highest was Euro 1500 casino cash credits. Don't know if it still is the same management team since Digimedia got involved but i would vouch at anytime for these guys.

They have a lot of highrollers who are depositing probably more in one month than we all together from CM in one year. Met a few of them on these Cruises and $100K/month was nothing to them. They all have personal VIP hosts, extra treats, paid trips to Vegas, etc., that is were FL always shined

The downside is just as with all the other MG download casinos nowadays is the pending period for withdrawals and no payments on weekends.

As for the marketing tactics, well, not the finest hour, tbh. But at least i don't get any spam from them like from the CR group. With new regulations popping up in virtually every country the online casino business is becoming a cutthroat business, hence every possible means to get players is used.

 

[spintee]

Its not really good, Its a tactic to download again or check accounts,

It is funny how they said you did have the funds but now expired even low the date was was still valid? Than Wim stated that error was sent out by mistake, Either way you look at it someone was lying.