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Bonus Complaint bad deckmedia casino group

Discussion in 'Casino Complaints - Bonus Issues' started by schnuggi, Jun 6, 2014.

    Jun 6, 2014
  1. schnuggi

    schnuggi Banned User : PAB fraud PABnononaccred PABnoaccred

    Occupation:
    clubowner
    Location:
    Salzburg
    hi,

    I got a birthday mail from Stephen Vaughn with a 50,00 cash bonus from desertnights casino (rival) but couldn´t find it at the cashier; here´s a copy of the mail:
    Happy birthday from the Desert Nights Team !

    Have a wonderful birthday celebration today with family, friends and all your loved ones! We from Desert Nights Casino would like to wish you a successful, healthy and happy year ahead! May all your wishes come true...

    $50 free Birthday Bonus $50 FREE Birthday Money

    Play for free at Desert Nights Casino with your $50 birthday present
    Visit the cashier for your exclusive bonus - available today only

    $50 free Birthday Bonus 200% Match Bonus up to $2000

    Enjoy up to $2000 extra on your birthday deposit
    Claim your bonus directly at the cashier - available today only

    For terms and conditions, please visit our Website .
    Above mentioned bonuses have a playthrough of 25x for the free bonus and 35x for the deposit bonus.

    Thomas, we hope you have a great time at Desert Nights Casino !

    Should you require any help, please feel free to contact us 24 hours a day, 7 days a week! My friendly team is happy to assist you!



    With best regards,

    Stephen Vaughn

    Desert Nights
    If you no longer wish to receive the Desert Nights Promotion Newsletters
    please go here to unsubscribe

    ...so I went to live chat:
    Chat Transcript
    info: A chat operator will be with you shortly.
    info: You are now chatting with 'Susan'
    Susan: Welcome to Casino Support. My name is Susan. How may I assist you today?
    tkober: hi again
    tkober: we were disconnected before
    Susan: This is a $7 offer and can be claimed via the cashier.
    tkober: Hi Thomas (Your Username is: tkober) Happy birthday from the Desert Nights Team ! Have a wonderful birthday celebration today with family, friends and all your loved ones! We from Desert Nights Casino would like to wish you a successful, healthy and happy year ahead! May all your wishes come true... $50 free Birthday Bonus $50 FREE Birthday Money Play for free at Desert Nights Casino with your $50 birthday present Visit the cashier for your exclusive bonus - available today only $50 free Birthday Bonus 200% Match Bonus up to $2000 Enjoy up to $2000 extra on your birthday deposit Claim your bonus directly at the cashier - available today only For terms and conditions, please visit our Website . Above mentioned bonuses have a playthrough of 25x for the free bonus and 35x for the deposit bonus. Thomas, we hope you have a great time at Desert Nights Casino ! Should you require any help, please feel free to contact us 24 hours a day, 7 days a week! My friendly team is happy to assist you! With best regards, Stephen Vaughn
    tkober: here´s the copy of the mail from Steven
    tkober: as you can see it´s a 50,00 cash bonus
    Susan: My sincere apologies but I am unable to see this information in your account, as per other customers there seem to be another Desert Nights
    tkober: and another Stephen Vaughn ?!?
    Susan: I would kindly suggest you check to verify the correct one was contacted.
    tkober: i did
    tkober: and it´s the rival one
    Susan: This information is not noted in your account, unfortunately this is not a valid promotion in your account.
    tkober: why did I get this mail then???
    Susan: I am unsure at to why this mail was sent, however I would kindly suggest you verify the correct support was contacted.
    info: Your chat transcript will be sent to This email is not visible to you. at the end of your chat.

    ....so what the hell should this be good for??
    after all the complaints about this casino group, I can´t understand that this is accredited at all - I could never recommend these casinos to a friend of mine without having bad conscience......

    cheers
    Thomas
     
  2. Jun 6, 2014
  3. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
  4. Jun 10, 2014
  5. Sloto

    Sloto Affiliate Manager for Accredited Casinos

    Occupation:
    Marketing Manger
    Location:
    UK
    Birthday Bonus

    Hi Thomas,

    Please accept our sincerest apologies for the miscommunication received earlier.

    Your birthday bonus is now available and may be claimed in your cashier, Happy Belated Birthday!

    Regards,
    Ms. Sloto
     
  6. Jun 10, 2014
  7. bigjohn

    bigjohn Meister Member MM PABnoaccred

    Occupation:
    Swimming Pool Serviceman
    Location:
    Northeast Coastal USA
    Don't you think you may be spreading the support a little thin?

    A while back you made an announcement that support was going to be outsourced or combined and that it would be better for the players and better promos and better this and better that etc. and all agents would be fully trained. From the casino side it is probably hard to imagine how episodes like the OP had affect your players. As far as I am concerned the worst thing support can do is imply that the player didn't read something right or the player made some kind of mistake or was confused. Instead of doing a little research and accepting documentary proof from the player just excuse it away.

    Really, another Desert Nights?

    I know a chat session like the OP had would remove all faith I had in said casino.
     
    2 people like this.
  8. Jun 10, 2014
  9. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    It seems an odd excuse on the face of it, but both casinos were originally Rival, and then an RTG version of the same name was opened around the time Rival pulled the plug on the US. Complex enough for in-house support to comprehend, but a potential minefield for outsourced CS.

    Had they been properly trained, they would have realised that the "other Desert Nights" was also one of their brands, and should have just checked both Rival and RTG versions before telling the player he had made a mistake. Given that the email was sufficiently specific to show that the player had the offer on one of only two accounts, there should have been no doubt that any confusion was "their end".

    It would be helpful to make the emails even more specific, such that the player is told which one of the two Desert Nights casinos was being referred to.

    If there really is another unrelated Desert Nights that the CS knows of, then SUE THEM for infringement of trademark.

    Outsourcing always seems to lead to such clangers, and despite assurances to the contrary, many members here realised that something like this would be the inevitable consequence.

    Here's another "sign" of what can go wrong when one outsources a simple job:)


    You must register/login in order to see the link.
     
  10. Jun 10, 2014
  11. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Even if we take it as an extreme case where there is another Desert Nights casino surely it would be too far-fetched to believe there is another Stephen Vaughn who is the manager.

    Support has always been this group's weak point. Live chat staff only know how to credit bonuses(except birthday bonuses lol).
     
  12. Jun 10, 2014
  13. maphesto

    maphesto Ueber Meister CAG MM webmeister

    Location:
    Sweden
    Desert Night RTG edition don't have any info whatsoever about Desert Night Rival edition.

    The other day I even mixed it up myself ( :oops:) when i tried to log in and was told by RTG version's support that they can't even see if I have an account at the Rival version. It is not easy for CS when they have different softwares and different staff but same name. Is it btw Rival themselves who handles support for Deckmedia's Rival casinos?

    About Stephen Vaughn, I thought that it was a fake name like how Bryan describes the old "Oliver Curran" here:

    http://www.casinomeister.com/forums/showthread.php?t=25501&page=2&p=244481#post244481

    @Chu; I think that Sloto'cash (Rival) had a brilliant support some years ago. Always quick with replies and this together with instant flush on request and a 43 min (I think it was) withdrawal time to NetEller. Ms Sloto, please, turn back time! :p
     

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