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Cocoa casino - lousy customer service

Discussion in 'Casino Complaints - Non-Bonus Issues' started by chuchu59, Jul 10, 2009.

    Jul 10, 2009
  1. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Several months ago my wife opened an account at Cocoa. There were no promotions given to her but she proceeded to deposit anyway. Was up several hundred at one stage but blew it all. Having deposited she asked whether any promos could be offered. Nope so she closed her account. Now, after several months, thinking that since I am a regular depositor at Paradise 8 which is their sister casino I could open an account at Cocoa and receive some promos. My wife and I use the same computer and ip address.

    Account was opened and there were 2 promos, one a 25% match and the other a 200% match with 50x WRs. They didnt interest me and I didnt deposit. A week later, Sarah, Cocoa's VIP manager sent me an email urging me to claim the $10 free chip in my account. I logged in, found nothing and returned mail to her enquiring on the whereabouts of the free chip. The reply I got was not only unapologetic it smacked of arrogance. They told me that my account was automatically flagged by the security system as bonus ineligible. They reserve the right to deny promotions although I can still play in either Real or Fun mode.

    I wrote back to them again stating I made the enquiry because they told me there was a free chip in my account. I told them I disliked being treated in this manner and I only joined Cocoa because of the good treatment I got from Paradise 8. Their second reply seemed to come from a robot. They simply reiterated their previous reply. Disgusted with the lack of an apology and such a lousy reply, I closed my accounts at both casinos. WTF are these stupid casinos doing. I would have accepted them not giving me a free chip if they admitted that they sent me the 'free chip' message by mistake. Instead, they seem to feel they can just about toss anyone around.
     
    1 person likes this.
  2. Jul 10, 2009
  3. Marie2473

    Marie2473 Senior Member

    Occupation:
    Operator
    Location:
    Sweden
    The thing I dont understand is why they feel the need to be rude. That will also put me off and close the account immidiately.
    You wanna be treated as a customer, not as a parasite =)
     
    1 person likes this.
  4. Jul 10, 2009
  5. mistye81

    mistye81 Dormant account

    Occupation:
    mother
    Location:
    Kansas
    Cocoa refused to give me bonuses as well, so I don't even bother with them. I just don't understand why they can't take the time and write a personal email to explain things to their customers, it is always the same generic email. I do however play at Paradise 8 and have been treated great, personal emails from the VIP manager and special bonuses. I understand that these two casinos are sister, why can't Cocoa act more like Paradise 8?:confused:
     
  6. Jul 10, 2009
  7. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom

    Well, this is just weird:confused:

    Your wife opens an account, and deposits and plays without any thoughts of asking for a bonus. Only when she LOSES does she ask whether there are any, and they say NO.

    Later, YOU open an account, and even though you have not yet deposited, AND this would be the SECOND account on the same computer/IP, you DO get offered promotions:confused: This is completely back to front logic.

    You didn't think much of them, so didn't play. They then get their VIP manager to contact you with a free chip.

    It is not there, and THIS is where the trouble starts. Over a mere $10 free chip, and the insistence that above all, policy is to NEVER APOLOGISE to a customer when a mistake is made, they LOST a customer, and what looks like a valuable one at that, from their sister casino.

    This kind of player experience probably explains what an affiliate has posted at another Rival thread, namely that they are seeing from their stats that deposits from active players have fallen sharply. This could also include players who have suffered a similar experience, and uninstalled the casino, as well as those who just stop depositing because the promotions are worse than before, or disappear altogether.

    Rival are acting as though this is not a competitive market. Maybe they are letting their advantageous position in the US market go to their heads, making them rude and arrogant to players who question them. They could have the mindset of
    "hey! think yourself lucky you can play at all - the cometition has pulled out of the US, and you don't have much of a choice really, so you had better lump it"
    Many corporate (and especially state) monopolies behave in the same way. The customer has nowhere else to go, so MUST put up with what's on offer.
    Rival may find this works in the US, and that players will come back after a while even if treated poorly, but elsewhere the other softwares have NOT pulled out, and the level of competition is higher.

    Rival will soon reach a point where they are CONTRACTING, not expanding, unless they address the issues that are causing the sharp fall off in deposits.
    This in turn could put some Rival operators out of business, and here we have a bit of an unknown situation. Who REALLY is responsible for the monies on deposit, after all, their CEO has admitted that many of the casinos are "white labels", with Rival doing everything from CS to processing deposits and withdrawals, with it seems the "operator" simply buying a white label brand which they can market.
     
  8. Aug 4, 2009
  9. WonderingSpirit

    WonderingSpirit Casino critic

    Occupation:
    -
    Location:
    Scandinavia

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