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Bonus Complaint Casino Share - More Stupidity

Discussion in 'Casino Complaints - Bonus Issues' started by AussieDave, Jul 3, 2009.

    Jul 3, 2009
  1. AussieDave

    AussieDave Dodgy whacko backstabber

    Occupation:
    Gaming SEO Specialist & Casino Webmaster
    Location:
    Australia
    Hi,

    Just so it's clear my motivation for posting this is not with malice. It is however posted because issues like this take place all too often when dealing with Casino Share.

    IMHO for an accredited CM casino this is unacceptable.

    Of course I could simple send Mario a PM and have it taken care of privately. But having done this a number of times and the same issues keep taking place, equates to me that nothing is being done to address these issues to begin with.

    Hence taking this to private PM is doing nothing to fix this issue(s). Ultimately CasinoShare obviously expect players like you and I to accept and keep putting up with this incompetence. In my book that's just BS!

    ---------

    Yesterday I asked that $100 (cash) of my June 2009 aff payment from CasinoShare be credited to my casino account. Tonight I received an email from my affiliate manager informing it had been credited.

    Logging into the account I had $100 cash and the usual 15% bonus I receive on every deposit.

    After playing I checked one of my email accounts and had received a VIP offer from CasinoShare which was for 50% bonus up to $200 which would be credited instantly on my deposit up to Sunday 5'th.

    When I have received these offers before I not only get the ongoing 15% but also the extra VIP bonus.

    As I didn't make a deposit the $100 (cash) was credited manually I contacted live chat support. I've done this other times for this exact situation.

    After the initial contact with a CSR I'm put on hold...waiting...waiting...waiting...

    Finally the guy comes back to me and says "Unfortunately David we can not offer you a bonus on that money has it is considered as bonus money"

    What tha???

    The $100 was cash.
    If it was not credited to my casino account it would have been sent to Neteller combined with my total payment for June 2009 aff earnings. :rolleyes:

    Anyway this is so typical of the type of scenario that I'm sick to the back teeth about. Being treated like a complete moron.

    Fact is that CasinoShare can't get their collective sh#t together to even master a simple, straight forward issue like this.

    Just so there is no mistakes here is the chat log:

    Please wait for a site operator to respond.
    Chat InformationWelcome to Casino support live help, one moment please for world-class service
    Christian: Hi, and thank you for using our Live Chat facility! Allow me to introduce myself as your chat representative...
    Christian: will be assisting you, how could I be of service...
    tcsrxxxxxxxx: hi Christine
    tcsrxxxxxxxx: I had $100 from my affiliate earning for June 2009 credited to my casino account tonight by Duwyne (my affiliate manager).
    tcsrxxxxxxxx: I received a VIP email about the 50% bonus tonight also
    tcsrxxxxxxxx: however because the $100 was added not deposit the 50% was not added instantly
    tcsrxxxxxxxx: Dear David (tcsrxxxxxxxx) Youre a VIP Now allow us to treat you like one! 50% Match Bonus up to $200in purchases
    tcsrxxxxxxxx: To qualify for your elite offer, simply make a purchase of $20 or more between now and midnight (GMT+2), Sunday 05 July, 2009 and you'll get a 50% Match Bonus up to $200 in purchases! Please note, your maximum bonus is 100. Your bonus will be credited instantly. Youve earned the VIP title - now cash in on it! Claim your one-time-only VIP offer before it expires. Remember to keep an eye on the VIP Mega Celebrations for even more reasons to celebrate. Best Regards Nicolette B. Casino Host
    tcsrxxxxxxxx: ---------
    tcsrxxxxxxxx: Anyway can you organise to have the 50% credited to my account for the $100 cash added tonight please Christine, thank you.
    Christian: One moment please while we look into the matter for you?
    tcsrxxxxxxxx: thank you Christine :)
    tcsrxxxxxxxx: Oops sorry Christian...lol
    Christian: I will be right with you.
    tcsrxxxxxxxx: np
    Christian: Thank you for waiting. I'll be with you in just a moment.
    tcsrxxxxxxxx: that's fine Christian
    Christian: I'm sorry for the delay. I'll be right with you.
    Christian: I will be right with you.
    Christian: Unfortunately David we can not offer you a bonus on that money has it is considered as bonus money.
    tcsrxxxxxxxx: it was a cash deposit, part from my affiliate payment. If it had not been added to my account, it would have been sent to me Neteller account...Bonus...not...cash yes!!!
    tcsrxxxxxxxx: Fine I'll just post to casinomeister.com and let Mario deal with another Casino Share stuff up...

    ---------

    Reiterating my thoughts posted on other occasions...If this is happening to me, then I can take an educated guess that is also happening to players I'm referring to CasinoShare (and others in its Group) from my casino sites. Which ultimately reflects badly on not only my portals but me as a webmaster.

    I take great pride in trying to promote hassle free casino gaming venues. So yes I do take this personally!

    Cheers
    T
     
    2 people like this.
  2. Jul 3, 2009
  3. winbig

    winbig Keep winning this amount.

    Occupation:
    Bum
    Location:
    Pennsylvania
    I can just see it now....


    "Casino affiliate payments will now be deposited directly into their casino accounts, from which they must complete wagering requirements of 50x in order to receive their payments for that particular month."
     
    1 person likes this.
  4. Jul 3, 2009
  5. AussieDave

    AussieDave Dodgy whacko backstabber

    Occupation:
    Gaming SEO Specialist & Casino Webmaster
    Location:
    Australia
    If every online casino was this inapt of sorting issues like this out, although I'd not be impressed I'd have no choice but to accept it as the general status quo of playing at online casinos.

    However, when places like 32Red can get their ducks in a row and keep them there year after year, there is no reason why CasinoShare; another accredited CM casino, can not follow suit!

    Although I'm not driven by the $, my portals are a business and my livelihood. I Honestly wonder and I consider that the reason my player base growth is so poor for the PlayShare Casino Group, is because it is consistently being threatened as a result of these consistent screw ups.

    How hard can it possibly be to get a support team to act responsibly toward players interests. After all without players you have no business.

    I'm sorry but this is just too much...It frustrates me beyond belief.

    And without pulling any punches...I'm so sick of reading all your Spin Dr blah...blah...blah Mario.

    If nothing changes, nothing changes.
    No amount of puffery is going to right issues that are in so much desperate need of attention.

    Although each case is being sorted to the players satisfaction when raised here, executive protocols that should be taking place to prevent the catalyst of these events starting IMHO are not being conducted.

    This last incident is practically identical to others I've had the misfortune of encountering time & time again when dealing with CasinoShare support.

    Which drives home to me that these issues are most probably being thrown into the too hard basket each time they are raised here at CM. Standardised generic responses seem to be the order of the day attuned to what people want to hear, NOT what should be taking place.

    Edit: Credit where credit is due, I've always found CasinoShare offers a good & fair run for my deposits. But these CSR shenanigans need to be stomped on ASAP.

    Cheers
    T
     
    Last edited: Jul 3, 2009
  6. Jul 3, 2009
  7. spearmaster

    spearmaster RIP Ted

    Occupation:
    Devil's Advocate
    Location:
    Heaven
    1 person likes this.
  8. Jul 3, 2009
  9. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    I doubt live support care whether a player posts to Casinomeister or not. Such threats seem to make little difference, so don't threaten, just do it!

    In a similar vein, problems that have been brought to their attention again & again, with empty promises to deal with it seemingly never lived up to.

    Today, bog standard weekend match, but rather than having any bonus credited automatically, it now has to be claimed first.

    1) Claim
    2) Purchase
    3) Action


    Well,

    I didn't even make it past 1):mad: (PS. The claims link IS THROUGH C-F-1.com!!!!!!!)

    This might work BETTER if a "plain vanilla" URL was used, rather than this "via c-f-1.com" construct, which is like going from New York to Vegas via London:rolleyes:

    This error happens again & again, but was mostly fixed by changing over to an automatic crediting system, with no need to claim. WHY change back then to a failed system, one which AGAIN failed in it's first week back in operation - rather proving my point.

    Server Error in '/' Application.
    --------------------------------------------------------------------------------

    Request timed out.
    Description: An unhandled exception occurred during the execution of the current web request. Please review the stack trace for more information about the error and where it originated in the code.

    Exception Details: System.Web.HttpException: Request timed out.

    Source Error:

    An unhandled exception was generated during the execution of the current web request. Information regarding the origin and location of the exception can be identified using the exception stack trace below.

    Stack Trace:


    [HttpException (0x80004005): Request timed out.]




    --------------------------------------------------------------------------------
    Version Information: Microsoft .NET Framework Version:2.0.50727.3082; ASP.NET Version:2.0.50727.3082
     
    1 person likes this.
  10. Jul 3, 2009
  11. AussieDave

    AussieDave Dodgy whacko backstabber

    Occupation:
    Gaming SEO Specialist & Casino Webmaster
    Location:
    Australia
    Oh Mario,

    I see you've got the time to read this thread & add a thank you to VWM's post. However you've not repsonded to my PM advising you of this thread...Nor even added a comment. Good one :rolleyes:


    T
     
    1 person likes this.
  12. Jul 3, 2009
  13. Mario

    Mario Dormant account

    Occupation:
    CSC Supervisor
    Location:
    South Africa
    Hi Trezz,
    Thank you for your post as prominent as always.

    Please note that the bonus been awarded to your account and your account balance is on $50.

    As Vinyl has pointed out were experiencing issues with regards to our new opt in centre or crediting system which understandably is creating an influx and high volumes of queries.

    We do apologize for the inconvenience and currently working on it to get the matter resolved.

    Best regards
    Mario
     
    5 people like this.
  14. Jul 3, 2009
  15. Mario

    Mario Dormant account

    Occupation:
    CSC Supervisor
    Location:
    South Africa
    Thanks Trezz.

    Let me know if there is anything else that I can do for you.

    Best regards
    Mario
     
  16. Jul 3, 2009
  17. AussieDave

    AussieDave Dodgy whacko backstabber

    Occupation:
    Gaming SEO Specialist & Casino Webmaster
    Location:
    Australia
    Mario,

    Thanks for attending to this.

    However...Why would one of your casino support staff say something so stupid?

    And why are issues such as this still happening?

    It's not a new thing.

    Point in question...I think we can all say that Pinababy69 is a trusted member of this community. On the 29th October 2006 she made the following post and part of this addressed the same inferior support processes that I've posted about on numerous occasions.

    http://www.casinomeister.com/forums...oshare-com-complaint-resolved.html#post128442

    Lets say 2.5 years have since past and yet the same type of sub standard support is being delivered. Of course I'm going to be a little testy about that as are other players too.

    Over and above this...the last time I had cash credited from my aff payment it was added as a bonus. I got the same stupid response then from one of your CSR's.

    As it was out of your "normal (9-5) business hours"...

    Land based casino...Sorry sir we can't handle your enquiry because "it's out of our normal business hours"...You see how daft that sounds!

    Anyway I'm straying from the point here.

    When can we expect that your CSR staff are going to get their collective act together?



    Cheers
    T
     
  18. Jul 3, 2009
  19. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Eh? I thought your name was Joel? :what::p

    So I guess with this criticism you've dealt this casino - and its representative Mario, you'll be pulling all of their banners and links off of your sites, right? By not doing so would be a little hypocritical IMO. Or is it okay to trash your clients in public? I wonder what Mario would have to say about that? :p

    :lolup:
     
    2 people like this.
  20. Jul 3, 2009
  21. AussieDave

    AussieDave Dodgy whacko backstabber

    Occupation:
    Gaming SEO Specialist & Casino Webmaster
    Location:
    Australia
    Using your fuzzy logic I guess you'd consider a solicitor's cease and desist letter in the same vein :rolleyes:

    As you seem content to nit pick...

    Casino Share is an accredited casino at CM. As far as I'm aware you a trusted moderator. With that you bring years of experience in the online casino industry. You've seen the good the bad and the down right dodgy!

    Bearing that in mind, and given that the issues pertaining to Casino Share's sub standard customer support has been ongoing for 2.5 years (as shown in my post above), why is that you would hone in on such a comment and overlook the ongoing issues about an accredited casino?

    You see I'm not the only one who sees these comments that seem to always pop up when a member/player takes task to an accredited casino. But as always I'm one in a few who stands up and says something about it!

    Granted it probably wasn't the wisest thing to add to the live chat...BUT I was frustrated, annoyed and totally flabbergasted that again I was being treated badly by another incompetent CasinoShare CSR.

    The fact that people here drop some serious cash; I don't 5 and dime it, at these accredited casino gets overlooked all too often.

    When your paying me to gamble with your cash then you've got every right to pass judgement.

    But last time I checked I'm gambling with my money and because of that I have a right to speak up about issues that concern me. And for that matter so do other legit players as well.



    Cheers
    T
     
  22. Jul 3, 2009
  23. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    You need to get off your soap box before I kick it out from underneath you.

    Number one - Spearmaster is not a moderator here. Hasn't been for over a month.

    Number two - you are an affiliate. So to start reaming a casino for some CSR problem, you ought to be trying to help them fix it. If I was Mario, I would have closed your affiliate account for being a dweeb.

    Number three - you promote them.

    Number four - when is the last time I came to your website, and posted all over your forums about some customer service problems I've had with one of your promoted casinos?

    Number five - what's your freaking trip? :what:
     
    1 person likes this.
  24. Jul 3, 2009
  25. RobWin

    RobWin closed account

    Occupation:
    Who knows?
    Location:
    A Vault!
    It would be nice to hear Mario address these same issues that seem to occur there time and time again and share his thoughts on this regarding their customer support staff, if for nothing else just to keep it real here and in perspective.

    ____
    ____
     
    1 person likes this.
  26. Jul 3, 2009
  27. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Unfortunately, there was nothing to indicate this was a NEW version of the old "opt in" system, but hearing this makes me even MORE disappointed because it seems that a system that used to fail often has been replaced by a NEW system that seems to have the same shortcoming.

    There was a short "honeymoon period" where there was no need to opt in, any bonus on offer was credited automatically, and INSTANTLY. This has been working for about 2 months now, and really didn't need to be scrapped this weekend.

    BelleRock had a similar kind of opt-in system, and there were CONSTANT failures. They bought King Neptunes casino, which had an opt in system that WORKED!, and they then replaced it with their own, which didn't.

    When players suffer such issues week in & week out, they eventually decide the issues are unresolvable, and will lose interest in the casino - there is always another casino out there willing to take the action, and if the player has never played there before, there is no "baggage", so they are likely to be more tolerant of a couple of "teething troubles", and will probably give the new casino a while to show how it performs.

    I eventually lost interest in Belle Rock because of constant failures of their opt in system, and their auction game promotion. Their CS was also ineffective in dealing with the issues, forever having to refer the matters to someone who could not be arsed to get back to me:rolleyes:

    This lead to a situation where the Belle Rock rep WAS CS, and the problems they had seem to be mirrored at Playshare. Mario is NOT CS, yet it seems he has to take on this role often due to the normal CS getting it wrong so often, or when automated systems keep breaking down, with CS not having much of a clue as to what to do.

    The failure of a system designed for allocating weekend promotions is a particularly bad circumstance for both player and casino, because it leads to reduced support staff, and NO "office hours" staff, having to deal with a marked INCREASE in problems.

    If these issues really have been ongoing for the past 2.5 years, then it is reasonable for any player to consider it likely that things will not be getting any better any time soon under the current regime. Problems that repeat themselves again and again for this long point to failures in upper management, who are responsible for implementing and supervising the changes needed. CS will generally do what they are told, and if they have been badly trained, their actions could well be wrong on a number of occasions.
     
    1 person likes this.
  28. Jul 4, 2009
  29. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    I was under the impression that Trezz had already done this over a previous, and more serious, sequence of events.

    If a casino property is causing so many problems to an affiliate as a player, then they have the sanction of refusing to promote it, or at least offering "guidance" about how good CS are so that players may make their own decisions.

    Trezz - asking for affiliate payments to be made into a casino account is not wise, it confuses things, and with the standard of CS sometimes encountered with Playshare this is asking for trouble. It probably saves Playshare money on processing fees to allow affiliates to receive payments via their casino accounts, but if the front line CS have not been trained as to how to interpret an affiliate payment (it is NOT a bonus!), then it is better to have it done the long way round, and have the $100 go to Neteller, and deposit a different $100 into the casino. This may have resulted in this problem never occurring in the first place, with the $100 getting the bonus automatically as the system would see it as a normal deposit.

    By allowing this system, Playshare may be assisting tax evasion, by making INCOME appear to be "winnings from gambling", and this is pretty much what "money laundering" is about. Laundering TAXABLE income through a casino account so that it emerges as NON-TAXABLE "winnings" from gambling.
    This would certainly be called tax evasion here in the UK, where affiliate income would be taxable, but withdrawals from a casino account would be tax free since they would be considered to be the result of gambling (winnings from gambling are NOT taxable in the UK).
     
    2 people like this.
  30. Jul 4, 2009
  31. Mario

    Mario Dormant account

    Occupation:
    CSC Supervisor
    Location:
    South Africa
    In this case I cant unfortunately say anything more other than an inexperienced agent faced with an unusual request under extreme pressure due to high call volumes as a direct result of the malfunction of the new purchase match opt-in centre.

    Unfortunately were experiencing some teething issues with the new opt-in centre and currently working on it.

    Contact support as theyll gladly assist you in getting your offer credited or claiming on your behalf.

    On the contrary things have changed and these posts are true advocate towards this...

    http://www.casinomeister.com/forums/online-casinos/31667-slot-error-casino-share-microgaming-1.html

    http://www.casinomeister.com/forums/online-casinos/31007-about-time.html

    Originally Posted by PaaskeDKnowUK

    But i must say Casino Share has been very friendly , their support and everything. Despite i have not been satisfied that i has taken 2-3 days to get answers trough email. But today i recieve final answer trough email, where they explained a answer from microgaming.

    Henrik

    Looking at Trezz chat I must say that the agent was not given much chance to confirm, resolve and or defuse the situation.

    tcsrxxxxxxxx: it was a cash deposit, part from my affiliate payment. If it had not been added to my account, it would have been sent to me Neteller account...Bonus...not...cash yes!!!
    tcsrxxxxxxxx: Fine I'll just post to casinomeister.com and let Mario deal with another Casino Share stuff up...

    Maybe if the agent was able or given the time to inquire the eligibility of an affiliates earnings towards a bonus or promotional offer this would have been a total different post.

    None the less weve made enormous strides by listening to you our clients and what your needs and requirements are and thus why post such as these gives us even more fuel for the fire and even greater motivation to deliver an effortless and profesional support service.

    Are we succeeding in a true customer service sense I believe so but then again all aspects are required to function in order to fully succeed in our customers eyes.

    Best regards
    Mario
     
    1 person likes this.
  32. Jul 4, 2009
  33. spearmaster

    spearmaster RIP Ted

    Occupation:
    Devil's Advocate
    Location:
    Heaven
    No excuse for trying to use CM as a tool to coerce CasinoShare's CS into changing his mind. In the past I might have overlooked it - but lately it seems every Tom, Dick and Harry uses the possibility of a post on CM as a threat.

    This should not be acceptable.

    You always have the right to speak up, no one denies that. However, I believe veiled threats to CS should not be permitted.

    Don't get me wrong - I get frustrated with CS in a number of different areas, not only gambling but banking, for example - I've even sent some "Read my lips" emails - but threatening CS is not right, especially as in most cases they don't have the power to make any changes or exceptions to policy - the correct thing to do is ask for a supervisor, or if not present, ask for the issue to be escalated and let them know that you will be checking in again for an update.

    BTW - you haven't been paying attention - I stepped down as a moderator last month because I needed more space. But that doesn't mean I won't continue to voice my opinions.
     
  34. Jul 4, 2009
  35. mojo

    mojo Dormant account

    Occupation:
    webmaster
    Location:
    East Coast
    To be fair, Casino Share or PlayShare has been receiving their FairShare of complaints. On the affiliate side I have been removing their banners.

    I also have my own complaints which is a shame because they have the potential to be a great group. No matter what we think of anyones posts or motives, there are problems here.
     
  36. Jul 4, 2009
  37. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    Mario spends a lot of time here resolving complaints that, for the most part, should have been dealt with by CS.

    This leads me to believe that the CS is poorly trained to respond to legimate player issues like bonuses not being correctly implemented.

    Poorly trained CSRs will get a lot more flack from players than those support workers who understand the casino's promotions and policies. Frontline support should have the authority to manually credit bonuses when there is a system cock-up. Dissatisfied customers have no one to rant to except staff, and it is very hard on your employees to have the majority of players going off on them (especially when they know the customers have every right to be po'd about an issue). This in turn leads to higher staff turnover, and many new CSRs. Training staff properly is an expensive proposition, and to spend these monies constantly training new people is wasteful.

    People who have some authority to make decisions in their workplace are more satisfied in general, and will remain with you longer and become even more valuable employees.

    I know that I do most of my online play on weekends...there should at least be a shift supervisor that can handle things a little out of the ordinary, or instruct the CSRs how to proceed in the case of a system-wide error in crediting bonuses.
     
    2 people like this.
  38. Jul 4, 2009
  39. zebedy

    zebedy No!!!! Im Spartacus MM webmeister

    Occupation:
    brain stergeon
    Location:
    Up a Tree
    also if you get a promo offering a deposit bonus and says it will be credited instantly, it wont,
    i deposited and clicked the opt in, nothing happened, so i played out my deposit, still no bonus, got on live chat to see if there was a problem and was told it will probably take 1-2 hours, :rolleyes:
     

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