My cashout at Cirrus included a 200% bonus that was advertised as fully cashable. Now to my mind, cashable means just that 100%. However, the casino terms and conditions do in fact carry a clause that states maximum amount payable on any bonus is $500. You can then reasonably argue that to advertise a bonus as cashable when in fact only 12.5% of it is cashable is a misleading! Nonetheless, the clause is there, and after I discovered it (my bad for not checking closely enough) I gave up as lost the remaining $3,500 - after Cindy, having agreed to intercede and mediate the case, had collected $7000 of my unpaid winning plus $500 of bonus, total $7,500 ($2000 already paid).
I then posted my experience on the boards a couple of weeks back.
A few days ago I picked up a message on my phone from Christine Jennings, CS manager at Cirrus, asking me to get in touch. I figured in the circumstances she probably wasnt calling to offer me a promo or something else so trivial, so I returned the call via live chat. In essence, Christine wanted to apologize on behalf of the casino and did so, profusely and unstintingly. She insisted shed been on my side throughout, citing the payments shed managed to get through to me before the manager pulled the plug ($4000 total), and more importantly, she acknowledged on behalf of the casino that theyd been entirely in the wrong and that I had been treated unfairly and with disrespect, for which she offered a complete apology. I thought this might be an opportune time to mention the outstanding bonus dollars, which I did. I didnt receive a direct response to this, but Christine did say that the casino wished to put things right with me, and was this an unreasonable request? I was actually running a bath at the time (LOL, seriously) and I indicated I needed to get away. I was also still pretty pissed off with the whole thing and didnt have much desire to continue with the chat. I left Christine apologising further and urging me to stay in touch.
I had a chat with Cindy afterwards to sound her out on the extremely conciliatory and apologetic nature of the casino stance, and whether or not there might be hope for that remaining disputed part of the my cashout. It turned out theyd also been in communication with her about trying to set things straight, and that a rethink of the bonus situation was the obvious way to go about it. I left Cindy and the casino to talk about it, and it was all sorted surprisingly quickly in the end.
They paid the remaining $3500 yesterday, making a total payment of $13,000. Case concluded.
Let me reinforce that this was always a debatable claim insofar as information was extremely conflicting. Although the promo in question was clearly advertised as cashable, there was always a clause in the T & C stating that bonuses were only cashable to $500. Misleading, clearly. Intentionally so? Quite possibly. Nonetheless, according to the letter of the law as per the website I was NOT entitled to this remaining part of my balance. Therefore, I consider it an excellent gesture of goodwill on the part of the casino to put right the general nastiness of the affair with a conversion of those promo dollars from sticky into cashable. Im also sure that the former behaviour that myself and others have been subjected to is in the process of change and will not be repeated. Im sure primarily because I have confidence in the power of affiliate pressure combined with the casinos clear lack of desire for any repetition of this.
On a sidenote: based on our chat, and also after consulting with Cindy on the matter (Cindys dealt with a her a lot over the past year or so as youll see below), I think its probably unfair to lay any blame for all this at Christines door. At the end of the day she was acting under orders, handling a disagreeable front-line position as best she could. Shes taken a lot of flack from me, Cindy and many other people here and elsewhere who have commented on this issue and is not entirely unjustified in feeling a bit put out. With that in mind, Id like to acknowledge that I do not personally bear her any ill feeling. I appreciate that the CS job is probably a thankless one when youre passing off messages from the management as your own decisions and taking all the flack. It must also be pretty humiliating having to apologize left, right and centre on behalf of other people as a result of those peoples actions. In short, she deserves a break. No problems from my end, Christine. Thanks for working to sort this.
As part of the general spring cleaning and strengthening, Cindy is going to keep things closely in check from her end. This is possibly the main reason Im confident that there will be no repetition of this kind of thing - the casino will be very careful not to step out of line. I believe it will work well. She has asked me to issue the following statement on her behalf, which I support:
***I want to acknowledge Cirrus Casino's eagerness to resolve this situation positively for Caruso. Christine and the General Manager of Cirrus actually took the initiative to reopen negotiations last week to get this resolved. They've realized Caruso's situation was not handled properly and have put new measures in place to guard against this happening again. Because of this, I'll be adding their casinos back to my sites with every confidence that this won't happen again.
I also want to add that at no time was Christine the actual decision maker - she was only the messenger. Over the year I've been working with Christine, she's proven to be just about the hardest working and most pleasant customer service manager I've dealt with anywhere, and even though she and I argued over this situation, we still have a positive working relationship.
As a part of the final negotiations, I've agreed to take over all situations involving Cirrus that need mediation. Fortunately, I've never had any complaints from my own players so I don't expect this to be too time consuming. If anyone, anywhere, has a situation with Cirrus that they're unable to resolve with the customer service department, please contact me at slycin56@videopokerjunkie.com***
Id like to thank Cirrus for acknowledging, apologising for and rectifying the bad service I initially received and for the assurance that it wont be repeated. Also and once again to Cindy, for collecting my outstanding $11,000
; additionally, I understand that Bryan was in communication with one of the Cirrus affiliate managers, and although Im unaware of the nature of the discussion, any input he has on casino complaint matters will ultimately lead to future improvement, and I thank him also; lastly, thanks to WOL, Casinomeister and the players thereof for their support, without whom this wouldnt have happened.
I then posted my experience on the boards a couple of weeks back.
A few days ago I picked up a message on my phone from Christine Jennings, CS manager at Cirrus, asking me to get in touch. I figured in the circumstances she probably wasnt calling to offer me a promo or something else so trivial, so I returned the call via live chat. In essence, Christine wanted to apologize on behalf of the casino and did so, profusely and unstintingly. She insisted shed been on my side throughout, citing the payments shed managed to get through to me before the manager pulled the plug ($4000 total), and more importantly, she acknowledged on behalf of the casino that theyd been entirely in the wrong and that I had been treated unfairly and with disrespect, for which she offered a complete apology. I thought this might be an opportune time to mention the outstanding bonus dollars, which I did. I didnt receive a direct response to this, but Christine did say that the casino wished to put things right with me, and was this an unreasonable request? I was actually running a bath at the time (LOL, seriously) and I indicated I needed to get away. I was also still pretty pissed off with the whole thing and didnt have much desire to continue with the chat. I left Christine apologising further and urging me to stay in touch.
I had a chat with Cindy afterwards to sound her out on the extremely conciliatory and apologetic nature of the casino stance, and whether or not there might be hope for that remaining disputed part of the my cashout. It turned out theyd also been in communication with her about trying to set things straight, and that a rethink of the bonus situation was the obvious way to go about it. I left Cindy and the casino to talk about it, and it was all sorted surprisingly quickly in the end.
They paid the remaining $3500 yesterday, making a total payment of $13,000. Case concluded.
Let me reinforce that this was always a debatable claim insofar as information was extremely conflicting. Although the promo in question was clearly advertised as cashable, there was always a clause in the T & C stating that bonuses were only cashable to $500. Misleading, clearly. Intentionally so? Quite possibly. Nonetheless, according to the letter of the law as per the website I was NOT entitled to this remaining part of my balance. Therefore, I consider it an excellent gesture of goodwill on the part of the casino to put right the general nastiness of the affair with a conversion of those promo dollars from sticky into cashable. Im also sure that the former behaviour that myself and others have been subjected to is in the process of change and will not be repeated. Im sure primarily because I have confidence in the power of affiliate pressure combined with the casinos clear lack of desire for any repetition of this.
On a sidenote: based on our chat, and also after consulting with Cindy on the matter (Cindys dealt with a her a lot over the past year or so as youll see below), I think its probably unfair to lay any blame for all this at Christines door. At the end of the day she was acting under orders, handling a disagreeable front-line position as best she could. Shes taken a lot of flack from me, Cindy and many other people here and elsewhere who have commented on this issue and is not entirely unjustified in feeling a bit put out. With that in mind, Id like to acknowledge that I do not personally bear her any ill feeling. I appreciate that the CS job is probably a thankless one when youre passing off messages from the management as your own decisions and taking all the flack. It must also be pretty humiliating having to apologize left, right and centre on behalf of other people as a result of those peoples actions. In short, she deserves a break. No problems from my end, Christine. Thanks for working to sort this.
As part of the general spring cleaning and strengthening, Cindy is going to keep things closely in check from her end. This is possibly the main reason Im confident that there will be no repetition of this kind of thing - the casino will be very careful not to step out of line. I believe it will work well. She has asked me to issue the following statement on her behalf, which I support:
***I want to acknowledge Cirrus Casino's eagerness to resolve this situation positively for Caruso. Christine and the General Manager of Cirrus actually took the initiative to reopen negotiations last week to get this resolved. They've realized Caruso's situation was not handled properly and have put new measures in place to guard against this happening again. Because of this, I'll be adding their casinos back to my sites with every confidence that this won't happen again.
I also want to add that at no time was Christine the actual decision maker - she was only the messenger. Over the year I've been working with Christine, she's proven to be just about the hardest working and most pleasant customer service manager I've dealt with anywhere, and even though she and I argued over this situation, we still have a positive working relationship.
As a part of the final negotiations, I've agreed to take over all situations involving Cirrus that need mediation. Fortunately, I've never had any complaints from my own players so I don't expect this to be too time consuming. If anyone, anywhere, has a situation with Cirrus that they're unable to resolve with the customer service department, please contact me at slycin56@videopokerjunkie.com***
Id like to thank Cirrus for acknowledging, apologising for and rectifying the bad service I initially received and for the assurance that it wont be repeated. Also and once again to Cindy, for collecting my outstanding $11,000
; additionally, I understand that Bryan was in communication with one of the Cirrus affiliate managers, and although Im unaware of the nature of the discussion, any input he has on casino complaint matters will ultimately lead to future improvement, and I thank him also; lastly, thanks to WOL, Casinomeister and the players thereof for their support, without whom this wouldnt have happened.
. Wanna know the last time someone did a google search for "online casino problems" and clicked through to this page? Friday, April 23rd.
