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Resolved Casumo Casino - support and loyalty

Discussion in 'Casino Complaints - Bonus Issues' started by Dee6977, May 9, 2016.

    May 9, 2016
  1. Dee6977

    Dee6977 Newbie member

    Location:
    South Africa
    I am absolutely disgusted with the live chat I just experienced with Jack at Casumo Casino. I'm currently over LEVEL 80 at the casino and the more I level up the less I get. PLUS, for weeks now and numerous deposits later I'm experiencing the worst game play ever!!!!! As a player I'm entitled to speak to live chat and explain how I'm feeling..!!!! They always take it as a personal attack instead of sorting it out and making you feel better. Instead they rude and make you feel that you should only contact them for happy talk!!!! If it's complaining, I should be grateful and shut up or they will close the chat and account. What kind of support is this!!!!! May I add I was a VIP HOST for Fortune Lounge...support is key and retaining players is priority.!!!! Since when is it ok to not care and if I'd like to close my account they happy to do it. FIGHT...for player that spend money. Competition is tough and support is there to assist and help!!!!! I'm disgusted and have added screenshots of the chat today. This behavior has accused before.....!!!!
    NOTE: Support (Jake) gives me no time to reply, he closes the chat straight away blaming it on no reply on my end!!!!!
     

    Attached Files:

    Last edited: May 9, 2016
  2. May 9, 2016
  3. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    Honestly, I've no clue as to whether support was helpful or non-helpful as your screenshots are simply too small to read.
    But do try to bear in mind, frontline CS have limited capacities - if you feel slighted, speak to the rep, or in turn, try to build a relationship with your acct manager or ask to elevate your concerns to a casino manager.

    Barring that, talk with your wallet and play wheere you feel appreciated. Alex, however, I've found to be polite and helpful, so do send him a pm.
     
    1 person likes this.
  4. May 9, 2016
  5. Dee6977

    Dee6977 Newbie member

    Location:
    South Africa
    Reply Casumo


    Thank you for your reply. I'm just so angry as support in general (most casinos) is terrible. Sorry for the small screenshots, didn't realize. I'll try fix
    Alex is indeed wonderful
    I'm just irritated that sine feel you work for them! Support needs to be trained to deal with irate players as we spend money at their casinos.
     
    1 person likes this.
  6. May 9, 2016
  7. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    HI Dee

    VIP host at FL?? I knew all of them at some point, mostly 2000-2008, my personal one was Jorn :) ..... been to 2 of your cruises (2008&2009) where we surely met if you were onboard at that time :)

    Agree with dyonisus though....so much choice today, you don't like it, go somewhere else. Comps have also become a rather rare exception today. Unless you lose 1000's every session it is difficult to get more than a few FS (@ minimum bet value) from frontline CS. Had it just 2 weeks ago, 1K lost, no match bonuses and the CS agent gave me 50FS @ 0.15 on Steamtower, which paid 2.34$ :what: :eek:

    Personally, I prefer weekly cashbacks with no or very little WR, Bet-At/Slotty has one of the best there...15% credited at 10am Friday for net losses from the week with 1xWR. :thumbsup: Much better than taking a 30, 50 or 100% bonus with 30-75x WR.
     
    2 people like this.
  8. May 9, 2016
  9. spoton

    spoton Senior Member webmeister

    Occupation:
    Student
    Location:
    Right behind you
    I haven't played much at Casumo ever, but I have to say that most of their bonuses are really bad compared with others. Usually they offer at 20-30% match with WR of 25*(bonus+deposit) making it more of a donation than a deposit. However I have noticed that rep here have started some funny competitions with decent prizes the last few months. Give him a shout maybey, or as others have said, consider playing at another casino. If you play quite a bit and want a place that rewards you, you have Videoslots and their loyalty system giving you cashback, free spins and battletickets. You also have Rizk, who lets you spin their wheel each time you level up. There are also many other accredited casinos that also know how to take care of loyal customers here.

    The level of knowlegde and customer-service the CS reps on the floor provide vary very much from person to person. Some of them can be very helpful and have alot of knowlegde, while others almost make you feel like you are burden to them.
     
  10. May 9, 2016
  11. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    Im not a fan of this casino at all. Just claiming freespins from some of their promos was outrageous. It was so bad that I dont partake in the contests or freespins or anything to do with that casino.

    The support seems really lost. Had a couple bad experiences when asking simple questions.

    Not a casino I would deposit at.
     
  12. May 9, 2016
  13. itsover2014

    itsover2014 Experienced Member

    Occupation:
    NA
    Location:
    United Kingdom
    I closed my casumo account last year, I thought their promotions were appalling to be quite honest..

    3 free spins when you level up... THREE! AND they have wagering..

    All bonuses had massive wagering and I found their support a little condescending too. Much happier elsewhere.

    Each to their own though, I know some streamers 'love' casumo! :p - I wonder why :thumbsup:
     
  14. May 9, 2016
  15. spoton

    spoton Senior Member webmeister

    Occupation:
    Student
    Location:
    Right behind you
    I wonder if they rep read this thread. Got my first 100% match bonus there since I signed up 2 years ago lol.
     
  16. May 9, 2016
  17. mimi26

    mimi26 Meister Member

    Occupation:
    nurse
    Location:
    uk
    Oh dear! I signed up yesterday, dont think I will be depositing
     
  18. May 9, 2016
  19. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Don't be put off by all this negativity please, sure we can talk about competition and looking after the customer but IMO Casumo ARE a very good outfit.

    I have had my share of both good and bad at this casino and when the bad was very bad I was compensated nicely and I'm only a humble low roller who deposits in the 25-30 euro range per session.

    Sure their 'valuables' are hit and miss, some great (1.8 chips) and some rubbish (deposit 30 for 50FS on Starburst :rolleyes:) with no in between and the better offers seem to come as the losing streak hits :rolleyes:

    I would say that this casino has 40% of my complete month's budget and is 'second/third in my list' only preceded by 32 Red who I've been loyal to for years and Guts.
     
    4 people like this.
  20. May 9, 2016
  21. Dee6977

    Dee6977 Newbie member

    Location:
    South Africa
    Thanks for the replies guys

    ----

    Thanks for all the replies guys. I really loved Casumo Casino in the beginning but it just seems all different now that I gave been playing here for some time. Their wagering is indeed high and 3 super spins are ridiculous. You need to reach a silly level to start getting 5 super spins. Their support team was great in the beginning but seem very defensive for some time now (expect Adam to be honest, he is great) - they take everything you say personally instead of just calming the player down and rectifying the issues. I just got tired of the constant same old attitude from so called support.
    Let's see what happens, if nothing gets done I will not play here again!
     
  22. May 9, 2016
  23. brianmon

    brianmon Meister Member webby mm4

    Location:
    uk
    I've always found Casumo's support to be ok.

    Probably the worst support, of the accredited casinos, that I've dealt with, has been Betat. They've often been very condescending and smug, one guy in particular. But i won't mention any names
     
    3 people like this.
  24. May 9, 2016
  25. CasinoTwitcher

    CasinoTwitcher Senior Member

    Occupation:
    Online
    Location:
    Las Vegas
    Even though I'm semi sponsored by Casumo when I stream, I feel I want to reply to this thread.

    First off all, when you complain about a €35 loss, and that you did not get any valuables or promos back after the loss, I'm really starting to wonder if you have ever worked for a Casino.

    Also it's said that the wager is high and that the super spins are worthless. Well the wager is NOT tied to the deposit, so you can actually withdrawal your deposit + any winnings in relation to the deposit at any time, so you need to have that in mind when it comes to wager. My personal opinion is that this is one of the most fair wagers out there. When it comes to 3 super spins, the value of them is €9 in total, how is that a bad freebie?

    Some times a reality check is whats needed..
     
    6 people like this.
  26. May 9, 2016
  27. CasumoAffiliates

    CasumoAffiliates Affiliate Manager for Accredited Casinos

    Occupation:
    Affiliate Mananger
    Location:
    Malta
    Dear lockinlove, yes you won some FS and there was small issue with awarding but we sort it out. If I remember correctly we also awarded your account with 15FS on Diamond Dogs as apology?

    Of course I do :)

    @Dee

    I will check everything and get back to you.

    In addition if anybody has any issue feel free to contact me directly, I am here to help anytime :)

    BTW @all thank you on kind words :)
     
    1 person likes this.
  28. May 9, 2016
  29. brianmon

    brianmon Meister Member webby mm4

    Location:
    uk
    Good point. I've had 1 withdrawal of €100 from my last 10 deposits, totalling €840.

    But never even considered asking support for compensation.

    Had I won €10.000 from my deposits, I wouldn't expect support to contact ME, asking for compensation :D
     
  30. May 9, 2016
  31. Dee6977

    Dee6977 Newbie member

    Location:
    South Africa
    REPLY NEEDED FOR THIS ONE!!!

    -----

    Right! So I don't really care how you might be, slightly connected (or as you quoted "semi" - whatever that means!!!!) to Casumo Casino.
    Secondly...mr know it all...it's strange how you assume my complaint is just about my €35 loss ONLY!! Did you maybe sit back and consider and think a little about this post, you know nothing of!! For my casino account to be on a level 84 - didn't just take €35 euro to get there!!!! So, before commenting so rudely on a post...without knowing the entire story from the time I opened my account and merely concluding your own concocted assumptions, it's best not to add your two cents!!!! It makes you look stupid.
    Plus, I've never heard of you or what you claim to do, so don't think you know it all. Clearly, you will have amazing things to say about the casino because you so-called "semi" sponsored. To be honest, you either sponsored or not....pick one!!!!
    There's more to this story than you know, including the wagering and how it's displayed on a mobile account.
    Keep one thing in mind, or take some time to think about it (whichever you feel) - it's very possible not to hit anything on these generous super spins. So yes, if you played all day to level up for 3 spins and get nothing....that would make it a "bad freebie"
     
    1 person likes this.
  32. May 9, 2016
  33. CasinoTwitcher

    CasinoTwitcher Senior Member

    Occupation:
    Online
    Location:
    Las Vegas
    Wow, well I can only base my feedback on what you have posted here to start with, but after this reply I understand why the Customer support had to call it a day.
     
    1 person likes this.
  34. May 9, 2016
  35. Dee6977

    Dee6977 Newbie member

    Location:
    South Africa

    Well, im glad you finally realized that you can't go around posting rude comments and assuming you know the full story just by reading one post. You are progressing.
    Try working on your rudeness - as your next task.
     
  36. May 9, 2016
  37. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    I must say I agree here. If anyone was rude in here it wasn't you.
    Kharma usually make things even at the end :)
     
  38. May 9, 2016
  39. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    And if I remember correctly I did not accept the 15 freespins nor did I even respond to the offer.

    It was both times I was awarded something where I had to chase people around forever and then even go to live chat explain my entire situation, provide proof etc.

    I choose not to play at your casino. I do not like the support or the way it is run at all. Thankfully it cost me $0 to find out im not a fan
     

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