Absolutely terrible first experience on desert night casino

Jennifer

Banned User - violation of <a href="http://www.cas
Joined
Oct 2, 2011
Location
canada
I saw this casino in the baptism by fire section so I thought hey they are trying to make a name for themselves, why not deposit and then write something nice if I like the games.

First of all I went to their website to download and I saw free $15 ND so i thought cool wont have to deposit at first and can try it. I contact live support just to make sure ive never played there and its okay to create an account even though Ive played on other RTG websites.

So they tell me sorry I can only get $8 because Im not a special affiliate. I tell them I dont get it and that if there is special reasoning they should add this to their main page, its misleading to players. Anyways, no big deal, I would take the $8 and give it a go but I suggested they add something on their mainpage under the no deposit area about it so players understand. No biggie on we go.

I play the $8 didnt really hit anything or really expect to with such a small amount. I found the games to be entertaining so I thought Id make a small deposit of $75 and have a little bit of fun. I go to deposit and it says "transaction failed, Transaction ID ununable". So I dont know what that means, I contact support and they say that their processor goes down from time to time and try it a couple more times. So I try it a couple of times. No doing. I log out and back in and click on the mastercard option and this time it says "you have reached maximum attempts to deposit". Live chat tells me I can only try twice and if it fails I can come back in an hour and try again. So now Im a little upset. I spent time downloading this site and entering all my registration details for nothing? Then the live chat guy doesnt tell me if I try a couple of times, it will lock me out for an hour. SIGH.

So I tell this person that Im annoyed and being a brand new customer, it doesnt look the greatest. He responded to me in broken english and I had a hard time understanding him a few times. So im getting more annoyed. I told him to send the chat to his manager at some point. He told me the manager is not in. So im like okay well whatever I dont think I want to play here this is craziness. Just make sure your manager see's this so he knows whats going on with their site. He responds "sorry hope I not personally offend you". I felt bad and told him I thought he was nice and I know its not his fault but its still frustrating wasting all this time for nothing. I explained I think its best if you just shut my account down because first impressions mean alot. No biggie Ill go elsewhere yadayada.
All of the sudden with no warning I get transferred to someone named Dan. He says to me " I am Dan and you have been transferred to me because I deal with difficult players and I am the supervisor". (Funny I was told he's not on shift)
Okay now Im offended, They are pretty much insulting me. These issues were their fault and now they are telling me Im being difficult? I told him to forget all of this and to just lock my account, Ill go elsewhere it isnt worth the hassle. He says as per your request you have been IP banned. Have a good day. And closes the chat.

At no time was I being out of line. I wasnt swearing or anything. I gave them feedback on how poorly the site was run and that I was upset.

IMO I just wouldnt bother with them. If some you guys play there and enjoy it, well I guess I got unlucky with my situation.
 

chuchu59

gambling addict
PABnonaccred
CAG
PABinit
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
I would be offended as well if someone branded me as a difficult player for no reason whatsoever. Maybe he wanted to say 'players with difficulties' but ok harm is done by the way he phrased things.

On the other issues ie $8 nd bonus and transaction failure, while you are upset the casino cannot be fully faulted. From what I recall seeing at the site the bonus is $8 not $15 so maybe we went to different sites. As for the failure of the transaction, the fault may not be entirely that of the casino especially if you had used a credit card.
 

conker

Dormant account
Joined
Feb 10, 2012
Location
UK
That must be some of the worst customer service responses I have ever seen. Assuming they are true I would be very cautious of playing here ever. One thing I always want to make sure of is that I am going to be able to speak to someone in my native language if there is a problem.
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
I honestly think it's a language barrier thing with the CS. Personally, I think there's no excuse for it as all CSRs should be fluent in the language in which they are providing service.

I have also had issues with mastercard in RTG but only when the securecode verification is employed. It almost always comes back as an error, so I stick to inetbet, club world for these transactions as they don't use it.

It's not a good start, but the casino is owned by Slotocash, so I'm sure if you PM ms sloto she will see you right.....in fact I know she will.

If it were most other places I would say dump them, but these guys are worth a second chance.
 

Slotster!

I predict a riot.
Joined
Oct 17, 2004
Location
Location, Location!
" I am Dan and you have been transferred to me because I deal with difficult players and I am the supervisor". (Funny I was told he's not on shift) Okay now Im offended, They are pretty much insulting me. These issues were their fault and now they are telling me Im being difficult? I told him to forget all of this and to just lock my account, Ill go elsewhere it isnt worth the hassle. He says as per your request you have been IP banned. Have a good day. And closes the chat.

:lolup:

Classic.

This image of Dan just in, dealing with someone who asked for a withdrawal to be flushed:
 

Attachments

  • ft3.jpg
    ft3.jpg
    63.3 KB · Views: 223

Sloto

Affiliate Manager for Accredited Casinos
Joined
May 18, 2009
Location
UK
please accept my apologies for the way your issue was handle. I will address this issue and make sure it does not happen again.

Regarding the no deposit bonus I will add the $15 to your account if you PM me your username

Best Regards

Ms Sloto
 

chuchu59

gambling addict
PABnonaccred
CAG
PABinit
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
please accept my apologies for the way your issue was handle. I will address this issue and make sure it does not happen again.

Regarding the no deposit bonus I will add the $15 to your account if you PM me your username

Best Regards

Ms Sloto

Issues vary. What you need is better-trained staff who are well-versed in English if players speaking this language are your prime targets.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Subtle changes to the choice or order of words can give a completely different meaning to what is said. The transfer of the OP to someone who until very recently "was not in" is bad enough, but to then be greeted with something that accused you of being a "difficult customer" is enough to make many players want to walk away and never come back.

The other issue seems to be web design, with an invalid offer being displayed to a player, only for that player to be told he can't have it because he is not "good enough" for the offer, having not come through some "special affiliate". This informs the prospective player that they are in some way a "second class" customer, and obviously not as valued as one that has come via this "special affiliate". This is a very poor first impression, as EVERY prospective new customer should be made to believe they are as valued as any other. Had the invalid offer not been displayed, the OP would not have known about it, and would have accepted the $8 in the belief he was no less valued than any other new player. The transaction failures would then have been his first and only problem, and would not have seemed so bad as the relationship would not have been tainted by the earlier issue that made it clear he was already less valued than some other new customers.

The affiliate arrangements should NEVER end up causing problems for players, as many don't have a clue how all this works, and can be completely dumbfounded when excuses are given that suggest they have taken the "wrong route" to the website, which is complete BS from the viewpoint of your average internet user, who knows enough to realise that the URL defines the site, and is unique to that site, and is the ONLY route to said site.
 

Jennifer

Banned User - violation of <a href="http://www.cas
Joined
Oct 2, 2011
Location
canada
please accept my apologies for the way your issue was handle. I will address this issue and make sure it does not happen again.

Regarding the no deposit bonus I will add the $15 to your account if you PM me your username

Best Regards

Ms Sloto

I responded to this person via pm and explained I dont want to play there after being treated like I was last night. This Dan fellow made me feel threatened and like a complete piece of garbage.

The response was again an apology and I do accept it although it would be better coming from Dan. Not that Im asking for one. I just cant believe how rude he was.

I told her I dont want to play there and hopefully they do something so this doesnt happen again to other customers. She again apologized and wants to make it right and asked for a second chance

I agreed but I do not want to be spoken to like that ever again. I wont play on desert nights because id rather not have a dark cloud hanging over my head so if there is another skin I will try it there.

The worst thing about this was I even told the support rep Im not mad at him and how nice I thought he was and not to take offense to it, Im just upset about the situation. So ya...I wasnt even being mean to them at all.

I believe in second chances and I dont think I should judge an entire network because of one rude person.
 

butterflyboogie

Senior Member
MM
Joined
Jun 4, 2008
Location
Casino Oblivion
15.00

Hi there, the same thing happened to me the other night regarding the 15 dollar bonus. I downloaded it from the cm link and it said 15 on the front page however it would not let me take it. I talked with chat and she said it wad only 8. I told her they needed to fix that to keep problems down, she put me on hold and talked with someone and then she manually credited the 15. I told her it was ok they didn't have to do that but I just didn't want others to see that and then get upset. I have deposited a few times since then, not with any luck yet but perhaps in the future. :)
 

Jennifer

Banned User - violation of <a href="http://www.cas
Joined
Oct 2, 2011
Location
canada
Hi there, the same thing happened to me the other night regarding the 15 dollar bonus. I downloaded it from the cm link and it said 15 on the front page however it would not let me take it. I talked with chat and she said it wad only 8. I told her they needed to fix that to keep problems down, she put me on hold and talked with someone and then she manually credited the 15. I told her it was ok they didn't have to do that but I just didn't want others to see that and then get upset. I have deposited a few times since then, not with any luck yet but perhaps in the future. :)

As others have said, the rep here is fairly decent so thats good.

I too had a really rotten run on that site. I had a bonus to release, deposit $250 got $750 to play with and had to wager $18000. I ended up getting the roll to $2000 halfway through the wagering.

You cant bet over $6 per spin and I was betting anywhere from $2-$6 and all of the sudden within 30 minutes I lost the entire $2000 never betting more than $6. I was trying out different slots to get rid of the cold streak. When I hit a bonus feature at $6 or $4 per bet, I would only win like $20-$30. So last night compared to my coldest of days ever, on MG. It was surreal and really unbelievable. I was pretty frustrated! I dont mind losing but losing like that hurt especially after 10 hours of trying to get rid of the restricitions.

such is a life of a gambler I guess.
 

chuchu59

gambling addict
PABnonaccred
CAG
PABinit
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
I responded to this person via pm and explained I dont want to play there after being treated like I was last night. This Dan fellow made me feel threatened and like a complete piece of garbage.

The response was again an apology and I do accept it although it would be better coming from Dan. Not that Im asking for one. I just cant believe how rude he was.

I told her I dont want to play there and hopefully they do something so this doesnt happen again to other customers. She again apologized and wants to make it right and asked for a second chance

I agreed but I do not want to be spoken to like that ever again. I wont play on desert nights because id rather not have a dark cloud hanging over my head so if there is another skin I will try it there.

The worst thing about this was I even told the support rep Im not mad at him and how nice I thought he was and not to take offense to it, Im just upset about the situation. So ya...I wasnt even being mean to them at all.

I believe in second chances and I dont think I should judge an entire network because of one rude person.

I would look at it this way. While Dan's words were offensive you can give him the benefit of the doubt as he didnt elaborate on what made you a 'difficult customer and it may simply be a slip of the tongue. I have met cs reps who are much worse. They accuse you of doing something devious and quote something which they believe justifies what they are saying.

You dont have to play there again. Its entirely up to you but having re-read your opening post I am starting to think Dan may not mean saying something impolite when he said 'difficult customers'. It would have been entirely different if he had followed up and said 'because you are trying to coerce something out of the casino'. Catch my drift? I am sure you do.
 

Jennifer

Banned User - violation of <a href="http://www.cas
Joined
Oct 2, 2011
Location
canada
I would look at it this way. While Dan's words were offensive you can give him the benefit of the doubt as he didnt elaborate on what made you a 'difficult customer and it may simply be a slip of the tongue. I have met cs reps who are much worse. They accuse you of doing something devious and quote something which they believe justifies what they are saying.

You dont have to play there again. Its entirely up to you but having re-read your opening post I am starting to think Dan may not mean saying something impolite when he said 'difficult customers'. It would have been entirely different if he had followed up and said 'because you are trying to coerce something out of the casino'. Catch my drift? I am sure you do.

The chat transcripts were looked over and I was told Dan was given a stern warning for how he went about the situation.
 
Top