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Club Gold - A nice live chat experience

Discussion in 'Online Casinos' started by CraiGDaniel, May 21, 2014.

    May 21, 2014
  1. CraiGDaniel

    CraiGDaniel Senior Member

    Occupation:
    Nightclub Bouncer
    Location:
    United Kingdom
    I find mostly negative things posted about casino's. It's not so often people post their good experiences but just the bad ones.

    Club Gold surprised me today... made me feel appreciated.

    Chat started on 21 May 2014, 12:04 AM (GMT+0)


     
    5 people like this.
  2. May 21, 2014
  3. bigjohn

    bigjohn Meister Member MM PABnoaccred

    Occupation:
    Swimming Pool Serviceman
    Location:
    Northeast Coastal USA
    Not too much of a surprise from this group. From what I've read on here the Club Gold group looks to be a pretty classy operation and well liked by their players. The rep., Dino, has a very good reputation too.

    Kudos all around!
     
    2 people like this.
  4. May 21, 2014
  5. coxwel

    coxwel Senior Member PABnononaccred MM

    Occupation:
    student
    Location:
    germany
    It´s a really nice place for me to play sofar (great games selection and fair promotions). Made my second deposit there yesterday, 100% bonus was also not credited automatically but livechat fixed that in a second. I visited livechat many times to know what wagering was left on my bonus and was always answered fast and very friendly.

    Their chat makes the impression that the agents are really competent and know what they are doring, which is unfortunately not the norm in onlinecasinos in my experience.

    Have my first wd pending now and hope it all goes smooth and fast, also thanks to Dino who always replies fast to pm´s if there are any issues.


    cheers
    coxwel
     
    1 person likes this.
  6. May 21, 2014
  7. CraiGDaniel

    CraiGDaniel Senior Member

    Occupation:
    Nightclub Bouncer
    Location:
    United Kingdom
    Ok, so i have nothing but good to say about this group.

    I busted out on the initial bonus i had, got a lot of play time and had a decent balance but went dry before WR was met.


    Got my 50 free spins today, they credited them but the slot was malfunctioning, so they credited my account with £10 with a 50x WR, so £500. £10 was the match to the 50 free spins @ £0.20.


    Anyway... turns out the rep didn't remove a small 0.13p balance that had a bonus WR still attached to it, and credited my £10 in place but never removed that WR so the system bugged with the 2 WR's in place and i must have wagered around £250 but when i asked the rep they said i had only wagered £33 of the £500. I was a bit confused so explained what i had done and they came back straight away and said don't worry, we've removed your WR completely, and you can cash out the max withdrawal for this free chip which is £50. (I had £49.95 in balance)


    So they made a little error, but corrected it instantly. Free £50 and blown away by these guys.

    Top stuff
     
    1 person likes this.
  8. May 21, 2014
  9. salmonman12

    salmonman12 Dormant account

    Occupation:
    traffic operative
    Location:
    bridgend, south wales
    i to have had nothing but good experiences with this casino, treat their customers exceptionally well, 10/10
     
    1 person likes this.
  10. May 21, 2014
  11. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Maybe Dino can stop the personalized daily spam I receive from club gold, ever since I closed my account. And that doesn't include the nuisance phone call AFTER I closed it....
     
  12. May 21, 2014
  13. Dino G

    Dino G Dormant account webby

    Occupation:
    Casino Manager
    Location:
    Malta
    Hi dunover,

    Please feel free to PM your email address or account so that I can investigate and ensure that you do not receive future communications.

    Best regards,
     
    1 person likes this.
  14. May 21, 2014
  15. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    I did not even need to read the chat, Just seen tilte and thats good enough for me, Clubgold has always been on the ball, Help seem to no the score, Unlike other site they not got a clue
    Bonus has all changed low there got new new software but seems fair to me, Last soft ware was a min 20 -25 depo and I dnt like doing that, 10 - 20 is my game and they most probs get alot more of me now. also can play jps with bonus but play threw a bit more, Before was a no no I can deposit many times a day on sites but small amouts, It dnt look like alot to you see bank :)

    @ dunover 1st email I have had of them the other day for months, I not ask but I do like a bonus now and than
     
    1 person likes this.
  16. May 21, 2014
  17. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Have PM'd you thanks Dino.
    You aren't the only ones. Despite closing all my Red Flush group accounts, still get the marketing emails from RF and Casino LaVida. :mad:
     
    1 person likes this.
  18. May 21, 2014
  19. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Right, this is club gold SPAM and not the direct named mails I was referring to in my PM's Dino:

    Sort this tw@t out please, here is the message, affy link and header:





    Club Gold
    To Me Today at 8:52 AM
    As your feedback is always extremely valuable to us, we’re giving you the chance to get 10 free spins by simply answering the following questions:
    Which aspects of Club Gold do you like so far?
    Which aspects of Club Gold do you think we could improve?
    Do you play at any other online casino(s)? If yes, what is it that makes you enjoy playing there?
    To claim your free spins, simply reply to this email with your answers and any other thoughts you may have regarding your Club Gold experience so far. Once that’s done you can contact us on our website You must register/login in order to see the link. by using the “Chat with us” function and we’ll be happy to credit your 10 free spins right away.
    Please also keep in mind that you can get a bonus on any deposit of 20 or more, or if you prefer to play without a bonus you can get 15% of any deposit made back as cash with no restrictions! All that on top of our daily tournaments which you can read all about by clicking on “Tournaments” from our homepage!
    We hope to hear back from you soon and we wish you the best of luck in the casino!
    Kind regards

    Dino G

    Casino Manager

    Turn Fun into Gold!


    xhttp://app.inboxopen.com/tl.php?p=1f3t/17yl/rs/616/m3l/rs//http%3A%2F%2Fwww.clubgoldcasino.net%2F

    (take x off for the link)

    HEADER:

    From Club Gold Wed May 21 08:52:05 2014
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    ff2TeA--
    X-Originating-IP: [196.45.113.199]
    Authentication-Results: mta1186.mail.ir2.yahoo.com from=clubgoldcasino.com; domainkeys=neutral (no sig); from=inboxopen.com; dkim=pass (ok)
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    Date: Wed, 21 May 2014 07:52:05 +0000
    Return-Path: This email is not visible to you.
    To: "**********" <**********>
    From: Club Gold <support@clubgoldcasino.com>
    Reply-to: Club Gold <support@clubgoldcasino.com>
    Subject: 10 free spins waiting for you!
    Message-ID: <e9ae12e43374be072ba9933c858f9e6e@inboxopen.com>
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  20. May 22, 2014
  21. vladar

    vladar Experienced Member

    Occupation:
    Sales manager
    Location:
    Serbia
    I must also say that I have only positive experience with this casino.
    Chat support is really amazing here.
     
    1 person likes this.
  22. May 22, 2014
  23. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    I got he same, I thought it was a genuine email from cg?
     
    1 person likes this.
  24. May 22, 2014
  25. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    Violetta is a doll, and top notch as is all of their support.

    Most of the people that I deal with have been around as long as I've been a member there. Can't fault the support ever. The nature of ClubGold promotions in the past meant almost every time you played you talked with support.

    The fact that support CAN and does deal with issues on the spot comes from management that trusts them to be able to do their jobs. Great staff pretty much always comes from the top down, so hats off to Dino.

    More casinos could take a page out of their playbook for customer support.
     
    1 person likes this.
  26. May 22, 2014
  27. Dino G

    Dino G Dormant account webby

    Occupation:
    Casino Manager
    Location:
    Malta
    Hi dunover,
    I can assure you that you will not be receiving further emails from the casino. I have also notified our marketing team and specifically highlighted your closed account to my team.
    Best regards,
     
  28. May 22, 2014
  29. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Agree on that 1, Just if all live help on sites can be as good, Save players a lot of time and bother, Saying that live help was abit slow this morning to reply, My free spins keep saying refresh page and log in, every time I open game and tried same meassgae but also took a spin of of me, I sent dino a message, I wait but 2 days now as was updating 1st day
     
    1 person likes this.
  30. May 24, 2014
  31. CraiGDaniel

    CraiGDaniel Senior Member

    Occupation:
    Nightclub Bouncer
    Location:
    United Kingdom
    Ok so still not much bad to say about this casino itself.

    I requested the withdrawal on the 21st (Wensday) it is now Saturday and i have just been told my account was verified yesterday, and now face a 4 business day wait to 'process' the withdrawal, as Monday is a bank Holiday i am looking at the 30th for funds to hit my neteller.

    That's still 9 days for a withdrawal.


    This for me is long as i'm use to next to instant withdrawal's at some of the other known casino's, even on bank holidays/weekends
     
    1 person likes this.
  32. May 24, 2014
  33. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Why 6th june? Will be a normall day on the 27th (Tuesday)
    Arhh I see you change dates :)
     
  34. May 24, 2014
  35. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    The verification is a one-off procedure, and a couple of days is not unreasonable.

    There are so many countries and so many holidays, I have to ask sometimes if a casino has a long weekend or not as it may or may not be a long weekend for me.

    FYI, Malta (not ClubGold's jurisdiction) has more holidays than any other country in Europe, and pretty much every weekend all summer is a long weekend.

    I've been a customer with Club Gold for a couple of years now, I've had many payments processed in less than four days. While some casinos NEVER pay in under their stated time frame, it's my impression that Club Gold strives to pay as quickly as possible, and that four days is there to ensure they can meet their promise consistently. I've had a few paid next day even.

    They do seem to be experiencing problems this morning though... Live Chat is not available, phone goes to voicemail. It's only been a relatively short time (under an hour) but I've yet to have an email response they are back up and at it.

    I'll confess I've yet to make a deposit under the new platform, but I had a nice chat experience last night and a quick response from Dino to a PM sent last night. Since the same management and staff is still with ClubGold, I expect the same business model to prevail. I know that Dino (casino manager and the rep here at CM) posted in another thread that part of the reason for the switch in platforms was to enable faster cashouts.

    Pretty much everywhere first cashout takes the longest, especially if a bonus was involved and game play is reviewed.
     
    1 person likes this.
  36. May 24, 2014
  37. CraiGDaniel

    CraiGDaniel Senior Member

    Occupation:
    Nightclub Bouncer
    Location:
    United Kingdom
    I can appreciate that, as i'm in the UK i rarely have issues with withdrawals anywhere, extremely rare i get asked for ID for any wins under £1000 or so with a new casino, i think i've only had to provide ID to 2 casinos in my time. It's just that i can get instant or within 1 hour withdrawals at a lot of other casinos i could name, it's definitely something they need to work on if they can because it's very off putting, considering the service i've received and the great experience i had with the games, i will stay as a customer but they may not be getting my biggest deposits due to the withdrawal times ;(
     
    1 person likes this.
  38. May 24, 2014
  39. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    To be honest, I need to check the terms regarding weekly/or max payouts under the new platform. It was relatively low under the Playtech platform, although progressive wins are paid in full.

    Okay, went and checked, it's only 5K per month still unless you have prior arrangements.

    3.18. You have the right to withdraw any amount standing to the credit of Your Player Account at any time, subject to any withdrawal fees and any conditions relating to winnings and/or bonuses, as shown on the Website/s, by issuing the Casino with a notice of withdrawal through the Casino. No withdrawal request will be accepted by the Casino unless it is received through the Website/s. It is not possible to make a request for withdrawal by telephone, email or using any other mode of communication. The Casino reserves the right to carry out additional verification procedures in respect of any withdrawal request. For security purposes, the maximum amount which may be withdrawn from Your Player Account in any one calendar month shall be €5,000 (including winnings) unless prior arrangements for a larger amount have been agreed with the Casino

    I'm not usually a high enough roller for that to matter much to me, but it did matter once at ClubGold. Despite having to wait, overall the experience was pretty positive, but if you bet large, it is worth looking into at any casino. The manager Dino did help accomodate me a little so my win was paid quicker than the terms. I know under the old platform that an increase in VIP status brought higher limits.

    I do know that even though I wasn't paid immediately the full amount, it was processed so it was not reversible. Hope to hear from some bigger winners to hear how things are under the new platform.
     
    1 person likes this.

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