Casino.net poor support and credition of loyalty bonuses

cyprean

Banned User
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There were no complaining threads on Casino.net yet so I had to create a new one.

I am a Gold Member at Casino.net. You have to drop and wager quite a lot at Casino.net to achieve the Gold status, and I have wagered a ton without any bonuses.

On the 1st of December I claimed the casback (10% of losses on any selected day last month). I have sent them 1-2 mails daily. I got an standard "we have received your mail" from their support, but still no personal replies. They've just ignored me. And of course bonus still has not been credited to my account. :mad:

I've been a loyal customer, but they don't seem to care about one! I would except a reply in 24 hours, especially as they have a good reputation.

Also, it's a pain to get the deposit limits increased even though I have sent them 3-4 mails even about that as well.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
There were no complaining threads on Casino.net yet so I had to create a new one.

I am a Gold Member at Casino.net. You have to drop and wager quite a lot at Casino.net to achieve the Gold status, and I have wagered a ton without any bonuses.

On the 1st of December I claimed the casback (10% of losses on any selected day last month). I have sent them 1-2 mails daily. I got an standard "we have received your mail" from their support, but still no personal replies. They've just ignored me. And of course bonus still has not been credited to my account. :mad:

I've been a loyal customer, but they don't seem to care about one! I would except a reply in 24 hours, especially as they have a good reputation.

Also, it's a pain to get the deposit limits increased even though I have sent them 3-4 mails even about that as well.
If this is "casino.on.net aka 888.com" then I'm afraid this is one of those urban myths. Yes, they advertise widely, can't take a p**s on the motorway without having one of their offers rammed in your face, but they have been responsible for many past complaints. They have also been caught lying to players who were ripped off by their sister site "Reef Club". They claimed "Reef Club" were nothing to do with them, yet every time you closed the 888.com website you got a pop up recommending their "sister casino, Reef Club".
By far most complaints were about trouble with bonuses offered but not credited, with players who complained being labelled "bonus abusers".
This seems worse, this is a mere 10% back on past losses, not in any way an "abusable" promotion, yet they are playing the same game with one of their Gold players. They bring shame on Gibraltar, who licence them.
 

maxd

Complaints (PAB) Manager
Staff member
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Jan 20, 2004
Location
Saltirelandia
casino.net has been around for a dog's age, in and out of trouble much of the time. Back in the day they spread a lot of cash around for spin value. It didn't seem to do them much good though. The long shadow of casino-on-net may have had something to do with that.
 

cyprean

Banned User
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Joined
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It's casino.net (not 888.com/Casino-on-net).

I really hate to complain but they still haven't replied to my requests. 6 days now and still pending. I thought they would treat their VIPs a little faster.
 

cyprean

Banned User
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Joined
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I am talking about this bonus:

Monthly VIP Cash-back This bonus is available once every month, where you can get a 10% cash-back on any losses incured during a full day.
How to participate: To redeem the Pick-Your-Day Cash-back offer, simply select a day every month and send an email to your personal manager (vip@casino.net), who will then deposit 10% of any losses on your deposits into your account.
Rules: The cash-back bonus is available for all players with a Players Club level of Silver, Gold and Platinum.

The value is calculated as 10% of any losses incurred on your own deposit during a full 24-hour day. Losses on previous winnings, reversed withdrawals, bonuses or comp points do not qualify towards the calculation. The day is defined as a full 24-hour period in GMT-time (London-time). The cash-back bonus must be claimed no later than the 10th of the following month. There is no maximum value.
I was upgraded to Blue directly to Gold as per my request in November. Now I would like to have Vip Cashback 10% on Nov 14th as that was my biggest loss day. Ironically they told me that they upgraded me to Gold effective on November 15th. The terms on that Vip Cashback bonus however do not mention about this, but say that if I am Silver/Gold/Platinum on 1-10th December I may choose whichever day I want on November without any specific restrictions.

I had other losses on other days, but much smaller compared to Nov 14th. I am still a big loser and a good customer at Casino.net, and I don't think my request is excessive as it it's only 10% cashback.

This is the e-mail I reiceved from them:

Dear <player>

Your players club level was Blue during Nov 14th so I'm not able to meet
you request, however I'm willing to give you a bonus compensation, but I
need some information from Webdollar in order to proceed.

Best regards
Chris
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
This is poor, working so very hard to find a reason to wriggle out of a mere 10% cashback for a good customer who has lost the other 90% (obviously).
They have even had to vary their own terms to make their excuse work. This is hardly going to encourage new players to want to play there, if they make such a fuss over a 10% cashback, one shudders to think what they will do to new players claiming bonuses!!!
 

cyprean

Banned User
PABnononaccred
Joined
Jul 31, 2006
Location
Sun/Moon
Thanks for the replies.

5 mins ago I deposited at them again, and I should have received a 15% loyalty bonus which wasn't automatically credited.

I just shot their supportmanager an email about my concerns.


Dear Supportmanager

Feedback on support so far. I am a Gold Player club member.

Your support has worked alright so far, except:

1) Latest weekly deposit bonus (15%) was not automatically credited. Please credit it

2) Vip Cashback (10%) on Nov14th has not yet been credited. It should be around ______

3) Your support has ignored most of my mails, and they answer in delay, each delay taking around 3 days

Please sort this out issue asap so I can continue playing at your casino.

Kind Regards
<player>

please also see this thread:


http://www.casinomeister.com/forums...ort-credition-loyalty-bonuses.html#post204968
 

maxd

Complaints (PAB) Manager
Staff member
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Location
Saltirelandia
Still no word ...
Nor me. Like I've said, they can be pretty lethargic about such things, but if we don't hear something by the end of the week I think we can reasonably look at escalating the matter.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Ok, I have heard back from them! This is the crux of the matter (as they see it):

"Our monthly VIP cash-back bonus is entitled for Players Club members
of Silver and above. He asked for a VIP cash-back bonus on Nov. 14
where his Players Club level was Blue. The system calculates the new
levels on the 15th - 16th every month. However i decided to give him
a bonus compensation of €xxx on Nov. 14th due to his loyalty to Casino.Net"

So as far as the VIP bonus goes it sounds to me like you were not eligible but they gave you a little something anyway in appreciation of your customer loyalty. Sounds reasonable.

Furthermore there seems to have been other bonus issues that you didn't mention:

"The customer made a deposit on dec 7th where we had a monthly promotion.
It was a wager bonus where he could receive €25 for each €5000 wagered.
(up to €150) The weekly bonus was not credited since the wager bonus had a higher priority. However I credited him with the weekly bonus on Dec. 10th after he wrote an email. In another word: He was not entitled to receive a weekly bonus since we had a special promotion on Dec 7th, but he was actually credited with the weekly bonus."

So the way I read it you've received two credits when you weren't entitled to either, but they gave you something anyway.

I understand that you may not like the manner in which they handle their VIP clients in which case I'd say take your business elsewhere if you feel strongly about it. Beyond that ... where's the beef?
 

cyprean

Banned User
PABnononaccred
Joined
Jul 31, 2006
Location
Sun/Moon
Thanks for your quick reply.

"Our monthly VIP cash-back bonus is entitled for Players Club members
of Silver and above. He asked for a VIP cash-back bonus on Nov. 14
where his Players Club level was Blue. The system calculates the new
levels on the 15th - 16th every month. However i decided to give him
a bonus compensation of €xxx on Nov. 14th due to his loyalty to Casino.Net"
The terms say clearly that I may choose any day of the month to choose the vip cashback bonus from. It doesn't limit to it to after 15th of every month.

please see:
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So as far as the VIP bonus goes it sounds to me like you were not eligible but they gave you a little something anyway in appreciation of your customer loyalty. Sounds reasonable.
They gave me around 20% of the value of the Vip Loyalty Cashback bonus I was entitled to based on Nov 14th. I don't think that's reasonable. Even If I had chosen a day latter than Nov 14th I would still have gotten more than a double vip loyalty bonus that from them than the compensation.


Furthermore there seems to have been other bonus issues that you didn't mention:

"The customer made a deposit on dec 7th where we had a monthly promotion.
It was a wager bonus where he could receive €25 for each €5000 wagered.
(up to €150) The weekly bonus was not credited since the wager bonus had a higher priority. However I credited him with the weekly bonus on Dec. 10th after he wrote an email. In another word: He was not entitled to receive a weekly bonus since we had a special promotion on Dec 7th, but he was actually credited with the weekly bonus."

So the way I read it you've received two credits when you weren't entitled to either, but they gave you something anyway.
I deposited on Dec 7th to get the weekly bonus, and this was my first weekly deposit. I should naturally get it automatically. But no, apparently they have made their system so hard for the players which is totally undocumented on their website, that if they have a terrible afterwagering bonus running then the normal deposits bonuses are canceled! It doesn't read anywhere on their site that the weekly bonuses are not paid if there is another afterwager promotion going on. I wasn't even interested in the after-wager promotion as the terms are so terrible, wager 30 000 to get 150 €.

I understand that you may not like the manner in which they handle their VIP clients in which case I'd say take your business elsewhere if you feel strongly about it. Beyond that ... where's the beef?
They make false promises on their website to loyal players. Their Vip Club seems to have a ton of undocument rules, which they seem to bring up every time player requests something that the player expects based on the Vip Club offers.

I still haven't been credited the Vip Cashback that I I am owed, just a 1/5th what I should have received. I hope that they could credit the vip cashback based on a day after nov 14th as I had big losses then too.

Their manager has answered around 1 of my 10 e-mails sent to him. The Vip Cashback bonus 10% has to be requested prior 10th of every month. In other words they have delayed with this issue so much that me getting a 10% casback on any days of 15th-30th November might be in danger. In addition to that, I just discovered that I can't even login to my account anymore, it appears to be locked. I didn't received any notice of this by e-mail. I have been a customer at Casino.net for over a year and this is how good they treat their "Gold Players".
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
The terms say clearly that I may choose any day of the month to choose the vip cashback bonus from. It doesn't limit to it to after 15th of every month.
Did you read what they said? "The system calculates the new levels on the 15th - 16th every month." I don't see what your date of choosing the cashback bonus has got to do with the day they calculate "the new levels", aside from the bearing it would have on how much you'd be eligible for.

Sorry, but it looks to me like you're willfully misreading or misinterpreting what they say. This isn't going to get you what you want. Your case depends on demonstrating that their T&Cs and bonus offers contradict what they've actually done. As such a careful reading of what they have to say about what they've done is highly advisable.

Their Vip Club seems to have a ton of undocument rules, which they seem to bring up every time player requests something that the player expects based on the Vip Club offers.
If that's how you feel about it -- and I can't say I would blame you under those circumstances -- then I suggest you find a different club to belong to. It's their choice to make the rules and your choice to stay or go as you see fit. Presumably you'd base some of that decision on how you like their services, which apparently isn't much.

Finally, for the amount you feel you were owed you're going to have to break it down in more detail with specific references to the Terms and Conditions that apply if you want me to understand it. I'll chase the casino for you if you make a clear case that there's reason to do so and provide the documentation to prove it.
 
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maxd

Complaints (PAB) Manager
Staff member
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Location
Saltirelandia
I'll chase the casino for you if you make a clear case that there's reason to do so and provide the documentation to prove it.
I see that nothing has happened here in several days. If you're unwilling or unable to provide the necessary information then this is a dead issue. I'll give you a few more days but after that it's into the dormant folder for this one.
 

cyprean

Banned User
PABnononaccred
Joined
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Location
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Did you read what they said? "The system calculates the new levels on the 15th - 16th every month." I don't see what your date of choosing the cashback bonus has got to do with the day they calculate "the new levels", aside from the bearing it would have on how much you'd be eligible for.

Sorry, but it looks to me like you're willfully misreading or misinterpreting what they say. This isn't going to get you what you want. Your case depends on demonstrating that their T&Cs and bonus offers contradict what they've actually done. As such a careful reading of what they have to say about what they've done is highly advisable.



If that's how you feel about it -- and I can't say I would blame you under those circumstances -- then I suggest you find a different club to belong to. It's their choice to make the rules and your choice to stay or go as you see fit. Presumably you'd base some of that decision on how you like their services, which apparently isn't much.

Finally, for the amount you feel you were owed you're going to have to break it down in more detail with specific references to the Terms and Conditions that apply if you want me to understand it. I'll chase the casino for you if you make a clear case that there's reason to do so and provide the documentation to prove it.
Thanks for keeping this thread alive.

I had to read the thread through a couple of times so I could help you to understand what's wrong so you could help me. :) Their first statement is incorrect:

Casino.net said:
"Our monthly VIP cash-back bonus is entitled for Players Club members
of Silver and above. He asked for a VIP cash-back bonus on Nov. 14
where his Players Club level was Blue."
I requested the Vip Cashback on around 2nd of December (not on Nov 14th), based on my losses that happened on Nov 14th. Because of my big losses then I was instantly upgraded to Gold on Nov 15th. Technically I wasn't Blue when the losses occured, but this shouldn't matter according to their terms and conditions.

I was a Gold Vip in December, I should be able to choose any date of November from which I'd like the 10% Vip Cashback on. The terms clearly indicate this. Silver, Gold and Platinum are eligible.

Let me quote from their web page:


Cash-back bonus every month
This bonus offer is available once every month, where you can get a 10% cash-back on any losses incurred during a full day.

To redeem the Pick-Your-Day Cash-back offer, simply select a day every month and send an email to your personal manager, who will then deposit 10% of any losses on your deposits into your account. The value is calculated as 10% of any losses incurred on your own deposit during a full 24-hour day. Losses on previous winnings, reversed withdrawals, bonuses or comp points do not qualify towards the calculation. The day is defined as a full 24-hour period in GMT-time (London-time). The cash-back bonus must be claimed no later than the 10th of the following month. There is no maximum value.
All the rules can be found here:

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

maxd

Complaints (PAB) Manager
Staff member
Joined
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Location
Saltirelandia
Ok, forgive me if I'm not getting this but it sounds like you are assuming that your VIP cash-back bonus is retroactive -- you can apply your Gold level cash-back to a day when you were not Gold -- and they (seem to) say that isn't correct. Am I getting warm?

In any case I'm going to forward this to them again and see if they have anything further to say on the matter.
 

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