Club on the park laughable!!

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Tagdog

Dormant account
Joined
Jun 3, 2005
Location
England
Here's a good tale my colleage just told me.

He's been playing at Club on the Park and been sending emails to contact them about a cashout issue without reply.

He logged into his account yesterday and there is a pop up message saying that they're having trouble sending and receiving emails from hotmail, and that there an alternate email should be used.

So he rings up customer support who apparently just wanted docs for his withdrawl, they ask him to email the documents. He then says that he cant send them from his email address due to the warning and can he change his registered email address to send the documents.

The support guy replies the only way you can change you email address is to send an email requesting it to be changed!!! He refused to manually change it despite the fact the hotmail email will bounce. So my friend is stuck with a reversed withdrawl and no way of sending documents to get his money out.


So a wee warning if you registered with club on the park with a hotmail email address and get an ID request you're officially screwed until they get their act together.
 

mucullus

Experienced Member
Joined
Apr 21, 2004
Location
Germany
This is what the warning message says:

It has come to our attention that players with either 'Hotmail' or 'MSN' email addresses are not receiving any correspondence from either ourselves or our Customer Services Team in reponse to problems or queries.

We kindly request that players holding 'Hotmail' or 'MSN' email accounts either telephone support with their queries or advise us of alternative email addresses in order for us to respond and offer assistance as quickly as possible.

It doesn't say anything about Club on the Park having problems with receiving customers' emails. Only mails sent by the casino may be trapped in the hotmail spam filter.

Your friend just could try to send his docs and phone support afterwards to acknowledge receipt.
 

Simmo!

Moderator
Staff member
Joined
May 29, 2004
Location
England
COTP recently rebranded and switched software with a completely different backoffice system. They have had one or two minor teething issues settling in - hopefully this is one of them. If I see the rep at ICE this week, I'll mention this thread and he may be able to get someone to take a look.

Cheers

Simmo!
 

jerrylee

Dormant account
Joined
Oct 12, 2006
Location
Playa del Vaquero (I wish)
laughable response to the change request but good point about the unreliability of hotmail.
how many times do you hear of players complaining..hey the casino never replied??! then a casino rep is PM'ed , they check with CS and behold, the player's emails were replied to. just hotmail filtered it or it never arrived period.
for some reason yahoo seems to be more reliable.
 

jerrylee

Dormant account
Joined
Oct 12, 2006
Location
Playa del Vaquero (I wish)
The support guy replies the only way you can change you email address is to send an email requesting it to be changed!!! He refused to manually change it despite the fact the hotmail email will bounce.

the rep did that for security reasons. imagine what any joe blow could do with the player's account once the email and username are known. he could change the password or ask for a password reset and empty out the account.
one thing i wonder though, why would players spend gobs of cash gambling, but be too cheap/uninformed to use an email address that works correctly. :confused: then get all frustrated when their free hotmail isn't delivering what they thought it would
 

offtherecord

Dormant account
PABnonaccred
PABnononaccred
Joined
Dec 25, 2006
Location
Europe
one thing i wonder though, why would players spend gobs of cash gambling, but be too cheap/uninformed to use an email address that works correctly. :confused: then get all frustrated when their free hotmail isn't delivering what they thought it would

What kind of idea is that? What do you consider a real email address? Last time I checked the hotmails and gmails of this world were high up there with availability and features, plus they are widespread and thus very accepted.
I don't see a reason everyone out there should be getting his or her own domain just for the sake of having an own email address.

Which email address providers would you recommend? And how can you be sure that they would not land on some global blacklist?
Tagdog's colleague even does have an alternative email address, which doesn't help him in this case..

I myself am using a UnitedInternet address which I even pay for and apparently my emails still are not received by the casino. Now how does that fit your theory? ;)
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
E-mail

My E-mail is provided as part of my Broadband. It is on the ntlworld.com domain, yet I still get problems and excuses from even the reputable casinos that E-mails were not received, were not sent, or that my spam filters junked them (which is BS as I have turned the crap NTL spam filter off once I found that it actually WAS giving false positives on Fortune Lounge promotional E-Mails.

It seems that no E-mail is trouble free, so it is best to insist on a fix to the problem rather than a possibly fruitless exercise in trying out new E-mail addresses.
 

jerrylee

Dormant account
Joined
Oct 12, 2006
Location
Playa del Vaquero (I wish)
What kind of idea is that? What do you consider a real email address? Last time I checked the hotmails and gmails of this world were high up there with availability and features, plus they are widespread and thus very accepted.

Hotmail and gmail are different. Hotmail already has a reputation with casino staff and knowledgeable web users that it's not as reliable as other free emails addresses.
Gmail and yahoo would be better choices IMO. I speak from experience, maybe you have never had problems.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
This was posted on their site as soon as they were aware that their mail-server could not SEND to hotmail and customers were not receiving their replies/responses:

IMPORTANT NOTIFICATION:
It has come to our attention that players with either 'Hotmail' or 'MSN' email addresses are not receiving any correspondence from either ourselves or our Customer Services Team in reponse to problems or queries.

We kindly request that players holding 'Hotmail' or 'MSN' email accounts either telephone support with their queries or advise us of alternative email addresses in order for us to respond and offer assistance as quickly as possible.

We apologise for the incovenience and delay in response times this may have caused 'Hotmail' and 'MSN' customers to date and would like to emphasise that our Customer Service number is TOLL-FREE and available 24/7.

Tel: 0800 389 2768 Email: support@clubonthepark.com

Kind regards, Club on the Park Casino Team

They are still working on this - the problem should be resolved soon. In the meantime you can email whatever documentation you want to them and either call UK Free Fax: 0808 234 1298 or International Fax: +63 2845 9061 for confirmation. You can also request confirmation from this email address:
casinomanager@clubonthepark.com This address is on a different server and there doesn't seem to be a problem with this.

Ain't technology fun? :what:
 

tristan727

Banned user - violation of <a href="http://www.ca
Joined
May 31, 2006
Location
London
Well, several months on now, and I can confirm from my own experience & several others on forums - that there are still numerous problems with non-payment, and their email - support@clubonthepark.com is perpetually 'unavailable to take delivery of the message' from my gmail. Not to mention that I was upgraded to VIP, and then downgraded literally a few hours later with a 99th policy change on their part. I wouldn't play here if they made me Titanium Emperor of the Universe though - anyone who first claims they can't refund a card, then fails to send me cheques, then sends emails from a support address which doesn't accept replies - should be rogued big-time IMO as they've had several months to sort out these issues. Only last week they sent out an email advising of a tournament going on, and to which no-one had yet qualified for (only needed to actually play the game once, at any stake, to do so)...maybe their Marketing team should speak to Accounts & I.T., and find out where their players all went.
 

tristan727

Banned user - violation of <a href="http://www.ca
Joined
May 31, 2006
Location
London
Turns out that even though their email system was sending me back failure messages, they do get them & respond. Also the cheques take 3business days for something, then 10 business days for another, til sent. So is slow, but as long as works am unbothered...I don't deposit money into a casino I can not afford to have out of my cashflow.

The VIP fiasco is another thing though.:mad:
 

kaszino

Dormant account
Joined
Dec 6, 2006
Location
Hungary
no payment, no reply

Hi,

I had 3 withdrawals in May

2007-05-13 07:45:20 Withdraw 2,000.00 Approved
2007-05-08 03:06:46 Withdraw 20.00 Approved
2007-05-08 03:06:46 Withdraw 1,711.97 Approved



I did not receive the 2,000.00 withdrawal.
I got the other 2 ones, but after long time, I had to wait for 3 weeks.
But the 2,000.00 has still not arrived. I requested it almost a month ago.
I wrote to the support, but there is no reply.

Please give me suggestions what can I do.
 

aodat2

Dormant account
PABnononaccred
PABaccred2
PABnoaccred2
Joined
Mar 17, 2003
Location
Malaysia
Hi,

I had 3 withdrawals in May

2007-05-13 07:45:20 Withdraw 2,000.00 Approved
2007-05-08 03:06:46 Withdraw 20.00 Approved
2007-05-08 03:06:46 Withdraw 1,711.97 Approved



I did not receive the 2,000.00 withdrawal.
I got the other 2 ones, but after long time, I had to wait for 3 weeks.
But the 2,000.00 has still not arrived. I requested it almost a month ago.
I wrote to the support, but there is no reply.

Please give me suggestions what can I do.

Considering the fact that you're playing in GBP, I'm guessing that you're from the UK.

Why not just try calling them up or something? It wouldn't cost you even 1% of your money. It's a Toll-Free number if I'm not mistaken.

Here are their numbers:
UK Free Phone: 0800 389 2768
UK Free Fax: 0808 234 1298
International Phone: +63 2845 9060
International Fax: +63 2845 9061

Try calling them and asking them about it. Wouldn't you think that would be better than sending an email and not getting a reply?
 

kaszino

Dormant account
Joined
Dec 6, 2006
Location
Hungary
Reply

Fortunately I got a reply from the casino, they are investigating, what's the matter. If they will not solve it very quickly, then I'll try the phone.
 
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