Casino Complaint Club World Casinos Not Honoring Bonuses

[vinylweatherman]

Hi All,

We have a huge range of players and we tailor our promotions by separating the players into groups and offer different bonuses to each group.

Some players display characteristics which mean we have to be very careful about the coupons we can offer and so some groups are not permitted to claim the standard offers which we display on the website. We use a range of factors to make this determination and a big win is never a reason for being in this group - the stereotypical reason is cashing out a profit despite losing money on the games.

We are able to provide the exact coupons for each group in the casino lobby, as once you have logged in we know who you are and database can look up the correct coupons.

The problem that winbig is highlighting is that when people are viewing the promotions on the website we have no way of knowing which group they are in. As such we display the coupons that are redeemable by new players and the vast majority of existing players. This means that there may be some coupons for you in the lobby that are better than the ones on the website.

I can certainly appreciate that is it frustrating to see the coupons on the website and then find out you are not eligible for them, but it is normal practice for casinos to restrict bonuses to certain players and unrealistic to remove all the coupons from the website to prevent them from being displayed to a few individuals. As the terms say, the bonuses are offered subject to status.

I hope that this helps,
Tom

The problem is that players are not told their status. I have been VIP, yet I CANNOT redeem ANY of the coupons on the website supposedly for "most players".

The ONLY thing that makes sense to me is that I have had some BIG runs on the Real Series slots, and have gone into a lifetime profit at the casino. The promotion mailers have always stopped after a big cash-out.

If there is ANOTHER reason for my "bonus ban", despite being VIP last year, I would like to hear it. The onus is on Club World to convince me it has NOTHING to do with me winning.

I have sometimes even deposited WITHOUT a bonus, so you cannot even argue that I am a player "that only plays when a bonus is offered".

I have not played for a while, but it was mainly a rather worrying software glitch, rather than anything else, and was specifically that I tried to play a game listed in the list, and I ALWAYS got a "server error". I have never been able to fix this from my end, and it was ANOTHER GROUP that revealed the problem. RTG withdrew that game (it was Sherlock Holmes) but YOU DIDN'T, so attempts to play it always resulted in a "server error".

There are other problems with the new lobby, games are incorrectly listed under the old names, even though RTG has rebranded them. YOUR lobby still lists games like "Rapunzel" that have been rebranded, in this case to "Roberta's castle".

The new lobby may feature a player specific promotion sesarch, but, PLAYERS WERE NEVER TOLD about this new feature, so are assuming that the website is the place to look, and expect ALL the codes to work, and think they are being "screwed" when they find they don't, and support tells them they are an underclass of player not entitled to the coupons.

 

[XOXOXOXOXOX]

Is it just me?? No emails from 'Lauren' for a week and i only see 35% codes in the lobby.... Oh well...

Do they have new rules or it means i made too much profit lol (that i did not)

We use a range of factors to make this determination and a big win is never a reason for being in this group - the stereotypical reason is cashing out a profit despite losing money on the games.

 

[lauram]

My emails stopped a few weeks back. I only use bonuses at club as i find it tough to hit anything there. So off and on i use the ones that are emailed to me. 2 weeks ago i sent a email off stating why did they stopped they sent one back saying they added me back on that i had opped out of their promotional emails. I knew i hadnt but to this day i still have not got a offer from them or my managers bonus either.

 

[winbig]

My emails stopped a few weeks back. I only use bonuses at club as i find it tough to hit anything there. So off and on i use the ones that are emailed to me. 2 weeks ago i sent a email off stating why did they stopped they sent one back saying they added me back on that i had opped out of their promotional emails. I knew i hadnt but to this day i still have not got a offer from them or my managers bonus either.

FWIW, I've stopped getting Lauren's e-mails...

For CW...

But now I'm getting them on a daily basis for Aladdin's Gold...

I haven't tried to claim any of the bonuses listed on their website, but I'm assuming those won't work for me, either..

And surprise, surprise....no disclaimer there, either.

 

[vinylweatherman]

3 people post consecutively that Lauren has chucked them off the list. This looks very much like a general review and "repositioning" of accounts into different "status" levels. Players who suddenly find themselves getting bigger bonuses are unlikely to complain, but those being chucked off the list despite being regular players are left wondering what "insult" they have delivered to Lauren to warrant this.

Perhaps Club World have decided that players who ONLY play with bonuses will be removed from the list (except for the 35% one), until they have shown a willingness to deposit without expectation of receiving a bonus every time. One problem - this is RTG, and with RTG players EXPECT a bonus to be available with every deposit - this is the RTG model, and there are many other RTG casinos only to happy to oblige with a bonus on every deposit, with an increasing number of new accreditations to shake up the sleepy promotional offerings from Club World and InetBet (Mainstreet being very much forgotten with their ever lengthening withdrawal delays).

 

[lauram]

I also have stopped getting emails from Aladdin's Gold and they also stated i had oped out and yet i hadnt. I have no clue what status of a player i am.
With club i just find their slots so tight there, as opposed to other rtg casinos i play. I really dont think my emails stopped due to bonus taking as most times i dont take bonuses and i have been depositing a lot from xmas on till now.
Sooner then later i hope buzz and rushmore group get instadebit and at least i will have more options for rtg casinos to play at. The fees on ewallets are horrid as opposed to using instadebit.

 

[jas2587]

3 people post consecutively that Lauren has chucked them off the list. This looks very much like a general review and "repositioning" of accounts into different "status" levels. Players who suddenly find themselves getting bigger bonuses are unlikely to complain, but those being chucked off the list despite being regular players are left wondering what "insult" they have delivered to Lauren to warrant this.

Perhaps Club World have decided that players who ONLY play with bonuses will be removed from the list (except for the 35% one), until they have shown a willingness to deposit without expectation of receiving a bonus every time. One problem - this is RTG, and with RTG players EXPECT a bonus to be available with every deposit - this is the RTG model, and there are many other RTG casinos only to happy to oblige with a bonus on every deposit, with an increasing number of new accreditations to shake up the sleepy promotional offerings from Club World and InetBet (Mainstreet being very much forgotten with their ever lengthening withdrawal delays).

not true cant be bonus only as the reason to remove a player as I only have played with the GG bonus an I dont get the I've stopped getting Lauren's e-mails
so I clearly dont understand why I was removed lol unless it is because I never used them

Cindy

 

[bryand]

All I know is an unnamed RTG (CW) sent me a welcome back chip that I cashed in for $1K and was paid within hours. No tight slots that night!

 

[spearmaster]

Let's try to keep this thread on track.

The OP said that he was not able to get a bonus that was advertised on the website - I think this is something that CW will try to resolve.

This thread shouldn't be about whether you get a bonus email or not. Every casino has the right to make offers at its own discretion, to a select group of players if they like. Whether you do or do not get these offers for whatever reason is irrelevant - if you want to discuss this start it in a new thread in the correct forum please

 

[winbig]

Let's try to keep this thread on track.

The OP said that he was not able to get a bonus that was advertised on the website - I think this is something that CW will try to resolve.

They have no intentions of "resolving" this. They are standing firm in their intentions of never putting a disclaimer on their website, nor are they going to actually let players know what "class" they is in. And they DEFINITELY are not going to *gasp* remove the "You have to be special to receive these" promotions that are on their website for the world to see.

 

[lauram]

Spear im sorry if some of us placed our info in the wrong forum. But myself looked at it as cw also took away bonuses on us also. Maybe a little different then the poster his is on their site. Ours are sent right to our emails but all in all the issue was the change in their bonus that are given out to players.

 

[XOXOXOXOXOX]

Let's try to keep this thread on track.

The OP said that he was not able to get a bonus that was advertised on the website - I think this is something that CW will try to resolve.

This thread shouldn't be about whether you get a bonus email or not. Every casino has the right to make offers at its own discretion, to a select group of players if they like. Whether you do or do not get these offers for whatever reason is irrelevant - if you want to discuss this start it in a new thread in the correct forum please

I felt this was related to the OP's complaint.
The reason i posted is because they used to email me the same offers that they post on their website. So now if i look at their website and try to claim a bonus, it's not available to me....

That's true that they have the right to make offers at their own discretion but why to advertise them on the public website and to make things confusing? I don't see anything like that at any other accredited casinos.

Also, Tom explained what would be one of the typical reasons for exclusion and I don't feel that i qualify... However its totally up to them.
It's not the lack of bonuses that bothers me, i don't take them all the time i deposit... is that i feel that they decided that I "abused" their system and this certainly does not make me feel welcomed and continue depositing and playing there...

After all, probably 90% of the bonuses I claimed were lost as well as my deposits and another 10% were removed during withdrawals.

 

[spearmaster]

They have no intentions of "resolving" this. They are standing firm in their intentions of never putting a disclaimer on their website, nor are they going to actually let players know what "class" they is in.

We shall see. At the very least I would expect a disclaimer.

But myself looked at it as cw also took away bonuses on us also.

I don't see it that way, Laura. The bonus wasn't taken away from you - but you simply weren't offered the bonus. I continue to believe that casinos have the right to offer, or not offer, bonuses at their own discretion.

Also, Tom explained what would be one of the typical reasons for exclusion and I don't feel that i qualify... However its totally up to them.

Exactly. I understand that this may not seem fair but it is still within their rights - and they take the risk that they will lose you as a customer. Right or wrong, they're not cheating or scamming you, and they are certainly willing to come in here and explain themselves.

 

[winbig]

and they are certainly willing to come in here and explain themselves.

Sure, they explained themselves, but to what avail? Nothing's being changed, and given Tom's response, I don't expect it to. Since his reply, he's totally shut down in regards to this thread, and I seriously doubt he's going to take a second look at it and reconsider their stance.

 

[clubworld]

Hello all,

I already added the disclaimer to all of the promotions on the website however the promotions page will remain in place. The vast majority of our players have full access to all of the coupons published there and claim them on a daily basis with no troubles at all.

We are more than happy for anyone to claim a bonus on every deposit they make thats why we have so many coupons constantly available.

If anyone would like me to review their account individually I am more than happy to do so. As I cannot post details from your accounts in public it is best that you PM me your username.

Kind Regards
Tom

 

[vinylweatherman]

Hello all,

I already added the disclaimer to all of the promotions on the website however the promotions page will remain in place. The vast majority of our players have full access to all of the coupons published there and claim them on a daily basis with no troubles at all.

We are more than happy for anyone to claim a bonus on every deposit they make thats why we have so many coupons constantly available.

If anyone would like me to review their account individually I am more than happy to do so. As I cannot post details from your accounts in public it is best that you PM me your username.

Kind Regards
Tom

If you can claim a bonus on every deposit, AND you are on record saying that players are NOT bonus restricted for winning, then this only seems to leave a bonus restriction as being some kind of punishment for doing something wrong at the casino.
It is not a bonus ban exactly, but affected players find they can ONLY claim the ongoing 35% slots coupon, and NONE of the MANY other coupons visible, now with disclaimer, on the website.

The problem with this approach is that displaying all those coupons, but telling a small minority of players "not for you", for reasons you will not give, is leading to resentment from these players. Your statements only serve to reinforce that these bonus restrictions are the penalty for some kind of "irregular play" on the part of affected players.

Other casinos tell players what their "status" is, and also what this might earn them in the way of "comps". Whilst they may display what is available for ALL player status levels, each player can CLEARLY see what THEY are allowed to claim, and further can see how they might increase their status level to the next level.

Vegas Partner Lounge is but one example, who display ALL the weekly bonuses, and even send them by email to ALL players; however, they have a TRANSPARENT system of allocating player status, and there is no feeling of being singled out for a "bonus restriction" as perhaps some kind of punishment.

With the Club World "cloaked" system of allocating status, players will make an interpretation on the limited data they have to hand. In MY case, this data was a substantial withdrawal followed by the disappearance of all promotions bar the 35% slots one, yet I can see that "all players" are eligible for a comprehensive selection of coupons as displayed on the website.
For some reason, subsequent to my withdrawal my status was dropped from VIP, right past "all players", and down to the basement level of "bonus restricted". I find it hard, if not impossible, to believe my wins had absolutely nothing to do with this. Ruling out the wins, I cannot see any other reason why my review should have been so very harsh, resulting in such a drop in my "status". My review to "bonus restricted" PRECEDED my drop in deposits per month to it's current level. A minority of my deposits were even made without redeeming a coupon.

Given that RTG games are RTG games whoever operates them, I might as well switch to another RTG offering non-cashable bonuses, or even to one of the minority that offer cashable bonuses. The launch of several new CM accredited RTG casinos has widened my choice considerably. Given how tight many softwares APPEAR to be at present, even if not proven to have been changed, I am better off letting market forces dictate where I play, and when I switch, just as with my Gas and Electricity supplier, who enticed me with a "welcome bonus" over 2 years ago, and where the competition is offering "welcome bonuses" of their own.
This concept of the "welcome bonus" has spread way beyond the online casino industry, you see it almost everywhere there is competition for customers who once captured, might stick around for quite a while.