Club Gold - A nice live chat experience

[CraiGDaniel]

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)

(12:04:39) *** ***** joined the chat ***
(12:04:39) *****: hi
(12:04:46) Club Gold Support: Thank you for contacting Club Gold. Please have your email address ready and one of our agents will assist you shortly.
(12:04:53) *** Violeta joined the chat ***
(12:05:00) Violeta: Hi there, welcome to Club Gold. What can I do for you?
(12:05:17) *****: Hi i just made my second deposit but have not received the 100% bonus for 2nd deposit
(12:05:29) Violeta: One moment while I check your account please
(12:05:33) *****: ok
(12:06:07) Violeta: Coole email address by the way
(12:06:11) Violeta: Cool*
(12:06:23) *****: haha
(12:07:59) Violeta: Thank you for your patience!
(12:08:11) Violeta: I can see that you have made 3 deposits, this is your third
(12:08:21) Violeta: However I will make the exception and credit the bonus for you
(12:08:43) *****: I had no idea i had already made 2, my apologies
(12:08:45) *****: and thank you so much
(12:08:48) Violeta: The bonus has been credited to your account
(12:08:50) Violeta:
(12:08:53) Violeta: My pleasure!
(12:08:55) Violeta: No worries
(12:09:08) Violeta: ALso you have 50 free spins in case your session is less lucky
(12:09:39) *****: . Do you mind if i post this chat session to casinomeister.com forum? It is rare a casino is so nice
(12:10:30) Violeta: I do not mind
(12:10:34) Violeta: Thank you for the compliments
(12:10:41) Violeta: We like to do our best for our players
(12:10:48) Violeta: Especially if you did not know
(12:10:59) Violeta: I am just happy I could assist you with this
(12:11:05) *****: Thanks again!
(12:11:06) Violeta: Is there anything else I can do to help you with?
(12:11:10) *****: No that's all
(12:11:21) Violeta: If there is anything else I can do to help you please do not hesitate to contact me again via chat
(12:11:29) Violeta: I hope to see you again soon
(12:11:38) *** ***** left the chat ***

 

[bigjohn]

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!

 

[coxwel]

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

 

[CraiGDaniel]

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

 

[salmonman12]

i to have had nothing but good experiences with this casino, treat their customers exceptionally well, 10/10

 

[dunover]

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....

 

[Dino G]

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....

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,

 

[spintee]

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

 

[dunover]

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,

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.

 

[dunover]

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 www.scheissspamclubgoldcasino.net 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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Date: Wed, 21 May 2014 07:52:05 +0000
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To: "**********" <**********>
From: Club Gold <support@clubgoldcasino.com>
Reply-to: Club Gold <support@clubgoldcasino.com>
Subject: 10 free spins waiting for you!
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[vladar]

I must also say that I have only positive experience with this casino.
Chat support is really amazing here.

 

[spintee]

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 www.scheissspamclubgoldcasino.net 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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Date: Wed, 21 May 2014 07:52:05 +0000
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To: "**********" <**********>
From: Club Gold <support@clubgoldcasino.com>
Reply-to: Club Gold <support@clubgoldcasino.com>
Subject: 10 free spins waiting for you!
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I got he same, I thought it was a genuine email from cg?

 

[Jasminebed]

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.

 

[Dino G]

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:

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,

 

[spintee]

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.

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

 

[CraiGDaniel]

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

 

[spintee]

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

Why 6th june? Will be a normall day on the 27th (Tuesday)
Arhh I see you change dates

 

[Jasminebed]

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.

 

[CraiGDaniel]

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.

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 ;(

 

[Jasminebed]

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.

 

[Lincolnuk]

I have had experience of there Live help many times and often. And in truth talking to there life help is like talking to a friend down the pub of a pint, Often find conversations completly going of topic but i find this great.

I dont often play there anymore as im only a low roller and 20% dont go far with netent but we all rave on about guts CS (and rightly so) but Club Gold often get over looked and they are well up there on the same level for there CS.

Dino and the team deserve all the praise they get and probably dont get praised enough.

Its not often we get a casino well run with Great CS

 

[randomiam]

i went on chat

i wish i had one like that .

after new site open
give them email
oh you have multiple accounts
im like wtf i have had one account and on only here my email again
no response been days not happy
had 3700 loyalty points no credit
never getting another cent of mine
old account had deposited and been verified and paid
what's the go angry as
could it be more simple

 

[aceking123]

hi only grumble i had was the e mail sent the other week havnt been there for a while got offered so free spins & a match bonus but the free spins weren't available even going to live chat , although they did offer a 100% match but it did state in e mail there was some free spins . well im still waiting for my free spins dino ( wink wink ) maybe theyve got to a hundred by now )

 

[Dino G]

hi only grumble i had was the e mail sent the other week havnt been there for a while got offered so free spins & a match bonus but the free spins weren't available even going to live chat , although they did offer a 100% match but it did state in e mail there was some free spins . well im still waiting for my free spins dino ( wink wink ) maybe theyve got to a hundred by now )

Hi mrjones,

I have to say your winking abilities are quite persuasive.

Please send me a PM so that I can see what can be done.

Best regards,

 

[Dino G]

i wish i had one like that .

after new site open
give them email
oh you have multiple accounts
im like wtf i have had one account and on only here my email again
no response been days not happy
had 3700 loyalty points no credit
never getting another cent of mine
old account had deposited and been verified and paid
what's the go angry as
could it be more simple

Hi randomiam,

Please PM me your email address and I will investigate the matter for you. We always have hard solid evidence when we present such a case, but I will be more than happy to review this persoally again.
Best regards,