Casino Complaint casino.com and misleading chat and emails...

[worldcup14]

hi, look what's happened to me the last month with casino.com
basically i deposit 400, they gave me 400 bonus and i had left around 200 when i made another 400 deposit which made me win around 4K.
when i realized that roulette could be an excluded game for bonuses rules i went in the chat and the lady ensured me that i wouldn't have lost my money, i just should go to play on slots. this is what i did and i won another 2K... when i tried to withdraw problems started and what i was trying to explain (but they keep answering about bonus rules) is that in the chat i got wrong information and same has happened the following days when they made me believe that my withdrawal request was approved... if these bonus rules are so clear why they didn't stop me when i asked about it in the chat? at the end they gave me 800£ back... well... read the emails pls which is the first and the last i sent but, as i said, they couldn't explain me why i got a lot of misleading information in the chat first, and during emails and phone calls the following days...

Incident: 140528-003649

1st email sent:

Customer By CSS Email (29/05/2014 16:41)
hi, as i said on the phone yesterday,
i won't accept this solution.
i could argue about the fact the my roulette session wasn't safe at all and i lost almost all my bonus there that's why i deposit 400 £ more after 10 minutes i was playing.
i could argue about the chat i had with ilaria when i specifically asked "in poche parole che fine fanno i 4000 £ che ho sul conto?" (which means what will happen to the 4000 £ on my account?) and she clearly said that they will stay there but i need to play
slots to unblock them.
but... my main point is your email sent on may 27th where you stated "your 6100 £ withdrawal request has been successfully approved" and this is wrong not just "morally"...
so... i suggest to clear this case with a £ 5700 (which is my winnings minus the bonus you gave me) and you can keep the 88 £ i have left on my account and then please close it.
I've been gambling for 15 years, i played on bwin, williamhill, ladbrokes, 32 red, paddy power and i know everything about this
world... i also admitted that was my mistake to go on roulette after my first deposit as i remembered these kind of bonus rules after i chatted with ilaria... what was incredibly wrong is the fact that you didn't warn me on time as you had this opportunity twice to do so... you just should have stopped me on time with ilaria or at least don't make me believe that my withdrawal request was approved... this has lead myself to believe something not true and, since then, my emotional condition is not very
stable (as it is the first time after 15 years something like this happened to me!)
as i said on the phone, i hope you understand my reasons and we can close this matter quite quickly.
best regards,
P


last emails sent

"Customer By CSS Email (11/06/2014 15:13)
When the wagering on the bonus has not been completed and another deposit is made, you still have to complete wagering before any funds can be withdrawn."


exactly that's why i went to the chat and i asked about this... otherwise why did i go to play on slots for 2 hours after the chat?
shouldn't you explain me all these things when i did ask about?
and i repeat... you made me believe that everything was ok after the chat and 2 days after when you wrote me "your withdrawal request
was successfully approved"
you cannot just say sorry for something like this... i asked an agreement because i know i am not 100% right, but you too you should admit the same and close this case...
if u really think that just giving me back 800 £ is fair... explain me why you did make me play after the chat... now basically it looked like i had to options at that stage: 1- keep playing and if you win, we'll give you 800 £ back no matter how many thousands you will win 2- keep playing, just lose the
money and bye bye...
sorry if you keep ignoring my point, i'll have to find someone who can help me and, believe me, at the moment this is the last thing i'd have time to do...
once again, my best regards
P





Response By Email (Emma B.) (12/06/2014 08:28)
Hi P,

Thank you for getting back to me.

On further review of the Risk department it was noticed that initial winnings all came from mostly the roulette spins, and due to this being an excluded game the winnings would have been void. As you know from our previous e-mails this is in accordance with the Terms and Conditions.

P, we are not ignoring your point and we are explaining the reasons as to why we returned your original deposits.

If you would like to take this further then I have included the link below for the Gambling Commissioner below who can address your concerns to.

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

If you have any further questions please do not hesitate to get in touch with us.

Kindest Regards,

Emma B

Casino.com VIP Account Manager

Email: casinovip@casino.com

International Dial: + 00350 200 44793

UK: 0808 238 6049 (Free phone)

Fax: +44 871 900 6966







Customer By CSS Email (12/06/2014 15:11)
hello, again...
first of all is not true because i had 200 £ left on my account when i did on my second deposit, so my winnings came "mostly" (i use the same word...) from my real money.
second you keep ignoring the fact that your customer service gave me WRONG information, i don't know if this is due to a lack of training of your staff or what but... for the last time i will repeat my point when i clearly asked (in italian) what will happens to the money (over 4 K at that point) on my account
and i've been told that i can withdraw them only if i go to play slots (which is what i did and i won almost 2K there as well)...
so please don't keep answering about bonuses rules, but tell me why your staff let me play without giving me the right advice... when i gamble i know i usually lose money i don't even care anymore... what i care in this case is that i was gambling without even a small chance to win... and all this why? because i was given wrong information from your staff during the chat and
during the following days on the phone and by emails when i had a lot of "yes, no, yes, but ..." i just want to think that all this is due to a lack of training in your staff and i don't want to pay for it...
for the last time: you had 2 opportunities to stop me: first in the chat then in the emails... but no... you didn't... i am sure if u did, we wouldn't have this conversation now...
all this conversation is not about bonus rules, is about misleading information...
thanks for the link but for the
moment i still believe u will understand my point...
best regards, P




Response By Email (Sabine G.) (19/06/2014 06:57)
Hello P,

My name is Sabine, one of the Account Managers here at Casino.com

I am contacting you on behalf of our Risk department in response to your last email.

All winnings through low risk roulette were gained, and as the Terms and Conditions states;

13.7 Bonuses are awarded to enhance your enjoyment of our Casino games through regular game play, and CASINO.COM reserves the right to stipulate how a bonus is utilised by a player. Any player found to have wagering completed via low-risk betting on any form of Roulette, Baccarat, Craps, Spin and Win and Wild Vikings in the casino will not be allowed to include this amount towards their wagering in conjunction with the bonus that is active on the account.

(e) Low risk Roulette bets. ANY outside bet spread combination on Roulette games covering 25 or more (67%) of the 37 unique number spots on the table.
•E.g. betting on Red and Black - covers 36 of the 37 possible outcomes.

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

I understand your frustration in this matter and I can assure you that all T&Cs of bonuses are showing in our website to fully inform players.

Kindest Regards

Sabine G.
VIP Account Manager

Email: casinovip@casino.com

International Dial: + 00350 200 44793

UK: 0808 238 6049 (Free phone)

Fax: +44 871 900 6966

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

 

[Googobucs]

If I understand correctly, you deposited 400 and took a 100% bonus for another 400. You played your balance down to 200 and then deposited another 400. If this is correct, then that in itself is a problem. You should always play out your current bonus to a balance of ZERO or make a full withdraw for that bonus to be considered completed before making another deposit.

You went to chat after you realized you may have played a game that was not allowed by the T & C of the bonus. You should not have taken the bonus if you did not read and understand the bonus terms and conditions when you took it.

You should be thankful that the casino did the right thing and refund your deposits. Many rogues would have confiscated the entire thing.

 

[worldcup14]

is the same kind of answer they're sending me but this is not the point my friend...
ok for the rules, but why to tell me 3 days after? try to follow me... i go to the chat and the lady should tell me "you've played the wrong game you'll lose your winnings, you'll just get your money back or not even that" ... not "go to play slots to unblock them"... this made me risk more time and money for...? customer service and online chat aren't made to help? to clarify any doubts?

 

[Johnnygotthebon]

Khanawakee gaming commission!

When I found out who licenced them I closed the account in 10 seconds.

Proven history of deceit.

I suggest u run as far as u can Sir

 

[bigjohn]

What is written in the T&C's is the rule that you must abide by. It is unfortunate and wrong if you did indeed get wrong information from the chat rep. but that doesn't change the actual rules which the casino will use to decide legitimate wins.

I am beginning to notice a somewhat disturbing trend among the recent complaints here where players are commenting about their own emotional instability or their soul being destroyed and these things will, as they should, have zero effect on how these cases are decided by any entity and are probably best left out of any correspondence.

 

[worldcup14]

saying that gamblers are not emotionally stable is like to say that there is water in the ocean... of course everyone is free to think what he wants... but to have 16000 pounds wagering to match which doesn't go down when u play roulette, then u go to ask and they tell u that only way to unblock it is to play slots, than they tell you that the withdrawal is ok... and 3 days after they start sending email with all the possible excuses to don't pay... listen first of all is not true that i used my bonus to match the wagering... but apart of all of this i was asking them just :why i got wrong information in the chat? why you sent me an email where you stated that my withdrawal request was approved and then u changed your mind? why on the phone you were lying about the meaning of the chat and then you apologize for what that girl told me?
... well... i might be emotionally unstable but i know the difference between gambling money for fun and wasting time for these kind of crap...

 

[catapultaudio]

It is unfortunate that you were given bad advice but you acknowledge you broke the stated rules for playing with a bonus and were very fortunate to receive both your deposits back with the opportunity to take another chance at this bonus .. yet you are not happy.

The withdrawal notification you received could easily have been sent as part of an automated system. It is somewhat wrong but no more so than the fact you deposited EIGHT HUNDRED POUNDS without reading the terms and conditions.. I mean seriously.

John you are so right, this industry is heading for turmoil because the majority of its participants are unfortunately addicted, unstable, and therefore ultimately unreliable peoples .. and it is those of us who are willing to read the rules and take part with intelligence that are going to suffer, mark my words. These people are just creating the perfect scenario for governments to ban this entertaining activity 'for our own protection' .. and i despise this situation i really do

 

[dunover]

Look, it all boils down to you NOT reading the terms and conditions before depositing/playing. When you take a bonus, usually (but not on all casinos) your WHOLE balance becomes a bonus and is therefore subject to wagering requirements. Ignoring any excluded games you played, you failed to clear the balance BEFORE making your second deposit therefore still had bonus funds in your account. This why they can't separate your real money from your old bonus, as pro-rata the play was being funded by part-bonus and part-cash. This is why it is ALWAYS good practice to lose/clear every penny of a balance that includes any bonus funds BEFORE making your next deposit.
They have refunded your deposits and therefore have acted fairly, there is no cause to complain. You've lost nothing bar pie-in-the-sky bonus money. The Kannawake GC is probably the best and most stringent outside of the UK/Alderney/IOM ones and I promise you they will not help you because firstly you breached the terms, and secondly they paid you back deposits. You have therefore been given another chance to play there but this time abiding by the terms.
No foul by the casino, and we see this type of newbie complaint almost daily on here and they are invariably unjustified.
Yes, their CS may have misadvised you but remember it is not unusual for CS not to know their arse from their elbow as they are often not privy to information that you ask for regarding withdrawals - they may see 'in process' or 'initiated' on your withdrawal, but NOT know that the casino checks or processor has rejected it, or is going to subsequently.

 

[worldcup14]

No foul by the casino, and we see this type of newbie complaint almost daily on here and they are invariably unjustified.
Yes, their CS may have misadvised you but remember it is not unusual for CS not to know their arse from their elbow as they are often not privy to information that you ask for regarding withdrawals

AND IS THIS EXCUSABLE? THIS IS ENGLISH LAW, IS NOT AN EMOTIONAL COMPLAINT - THE COMPLAINT IS NOT REGARDING BONUS RULES BUT THE FACT THAT I WAS ADVISED TO GO ON SLOTS RISKING MORE TIME AND MONEY FOR NOTHING

If a trader does something to mislead you into buying something that you may not have bought if you had been given all the information, this is an unfair commercial practice and is against the law. Misleading actions are covered by Consumer Protection from Unfair Trading Regulations (2008).

For the regulations to be unfair, they have to apply to the average consumer.

It also has to be clear that a misleading action would be likely to make you buy something that you wouldn't necessarily have bought if you had been given the true facts

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