Non-Bonus Complaint Casino Club ignores me

[tomtom]

They sent me an email that they'd make me a VIP if I deposited x and wagered y. I did that, emailed them many times, but no answer and I wasn't made a VIP.

I tried [email protected] and [email protected] but no joy.
It is not something you'd expect, especially if you're a VIP.
What's wrong with these guys, they used to be very good??

 

[Duncan Disorder]

I am the same as you. Deposit, play, email, no response. They could at least give the courtesy of a reply. It simply makes them look like idiots when they don't.

 

[Duncan Disorder]

I got an email today inviting me into the VIP club and giving a 50 bonus. Nice of them to do this.

 

[maxd]

FWIW I've alerted my CC contact about this.

 

[tomtom]

FWIW I've alerted my CC contact about this.

Thanks. They've responded now.

I noticed they sometimes will address your query (eg. award a bonus) but don't reply to the email to confirm it has been done. It's not very polite and I find this disturbing.

I don't think they'd have problems with gmail, because as said sometimes they do reply.

 

[tristan727]

I can top all of you - I've legitimately qualified for VIP twice this year & been ignored and/or refused.

I had exactly the same experience as the OP in June, but also back on February 28th when the VIP programme was launched I deposited over 3,000 euros & wagered enough to become Silver, something like 60,000 euros.

Now I knew that the fact it the email was sent on Feb28th prob meant the programme was meant to start for March...however the email said ' For instance, if you fulfil the requirements for the bronze level in February, you are automatically a bronze-level VIP in February and March.' and nowhere else did it mention anything about start dates or not to go for it now, so seemed obvious you could qualify now, & reap the 'benefits' in March.

So when nothing happened after my crazy day of high-risk gambling, I emailed expecting surely would be no probs at all on this one. Complete radio silence...so called up - friendly lady understood but said nothing she could do about it & would pass on - never heard back & so called back and was told no, doesn't start until March, despite email giving example of February.

The question is - will I fall for it a 3rd time & get suckered in by some clever tactic like using a month that doesn't actually count, as an 'example' of a month that counts? Hopefully the fact that they have failed to acknowledge or reply to all 5 of my emails sent over the last 7 months will make me think again.

 

[casplayer]

The question is - will I fall for it a 3rd time & get suckered in by some clever tactic like using a month that doesn't actually count, as an 'example' of a month that counts? Hopefully the fact that they have failed to acknowledge or reply to all 5 of my emails sent over the last 7 months will make me think again.

There are so many other reputable places out there, if you are not satisfied go somewhere else.

 

[Casino Club]

Casino Club VIP Program

The question is - will I fall for it a 3rd time & get suckered in by some clever tactic like using a month that doesn't actually count, as an 'example' of a month that counts? Hopefully the fact that they have failed to acknowledge or reply to all 5 of my emails sent over the last 7 months will make me think again.

Hi Tristan, Casino Club is more than happy for you to join our VIP Club assuming you have reached the necessary monthly parameters, but we have actually checked your activity in the last couple of months, and you have never qualified for our VIP Club. As to your claim about CLB NOT responding to your email, i find it hard to believe as we have a dedicated support team in place since the 1st of June working 7 days a week. Either way will be glad to answer any of your queries if you wish to call us at one of our numbers:
UK (tollfree): 0800 1700348
International: +41 435 006 576

 

[Philly]

Hi Tristan, Casino Club is more than happy for you to join our VIP Club assuming you have reached the necessary monthly parameters, but we have actually checked your activity in the last couple of months, and you have never qualified for our VIP Club. As to your claim about CLB NOT responding to your email, i find it hard to believe as we have a dedicated support team in place since the 1st of June working 7 days a week. Either way will be glad to answer any of your queries if you wish to call us at one of our numbers:
UK (tollfree): 0800 1700348
International: +41 435 006 576

Hi there, I recently had an issue at Casino club, a support representative contact me by email. I replied to the email with [email protected] and received no reply. After sending another email to the other email [email protected], I don't receive a reply either. This is not the first time this has happened.

I do not understand why my emails are not going through, but I believe that serveral other players are having the same issue.

I will sent you a PM regarding the username of my account and hope that you can look into the matter for me.

 

[Kodi]

I can confirm what Philly says. CC support are horrobile In details:

- Casino Club support sometimes replay more often not
- I sent them e-mail with read confirmation and sometimes im sure You get the massage (read it) but dont answer.
- When i was claiming 2nd deposit bonus i didnt get any confirmation that it has been credited. It was added and I find out this after few days - not very nice.
- when i read what support have to say i get feeling that those people have very limited competence. They just saying "hay sir, everything is ok" or "i will forward You issue to relevent departament" and usualy nothing happend.

a) im not the only one who have same feelings
b) i can tell more how bad CS at Casino CLub (especily when it comes to VIP players - every reputable casino have saparate support for vips! even private consultant!) but im sure it wont change anything.

bye bye

 

[uungy]

same here, I hardly ever get a response, and when I do its 2 days later.

I think Tristan is talking about this promotion Outdated URL (Invalid) sent out on the 26th June

 

[RobWin]

I'm confused here...can US players play here or not ? I have included two pictures below that show conflicting statements about this...will someone please clear this up for me and if US players can't play then I would suggest that Casino Club update their website to reflect this because the only Excluded countries that they list now are Sweden ,China ,Denmark and Curacao ...

 

[Casino Club]

Casino Club Support

Casino Club Support operates 7 days a week, from 9am to midnight CET (soon operations will be expanding their scope).
Our email address is [email protected]
I can guarantee that ALL emails we receive do and always will get a reply, either by mail or by phone.
Our Toll-Free Support phone numbers are:

• Germany - 08006644875
• UK - 08001700348
• Austria - 0800802041

Non Toll-Free number is:

• International: +41 435006576

P.s. USA is an excluded country and the websites will be updated shortly.

 

[Kodi]

even if CS would work 14 days a week it dont change anything. your CS departament are just low quality - thats all.

You should do something with that.

Dear mr/ms Casino Club if You want know how good support look like sent question to Pinnacle Sports CS.

bye

 

[Seaman63]

I can guarantee that ALL emails we receive do and always will get a reply, either by mail or by phone.

Well...I have sent an email to [email protected] at may the 29th...and am still waiting for response!

 

[zato]

I sent 5 mails to u'r German and English support in the last 3 weeks using 2 different e-mail addresses and didn't get a single reply. Will never deposit there.

 

[Philly]

Hi there, after my last conversation with you i have sent you a few pms and around 8 emails to the different emails that you have given me, including [email protected], [email protected] and [email protected].

I just want to have my withdrawal sent back to me.

 

[Ilana]

Casino Club is more than happy...

Why you say you and the whole "support" are in Malta when indeed you're in Tel Aviv/Israel?!

Waiting for answer...