Coral Casino - 'Bonuses' Moan!!

Daniel L

Experienced Member
Joined
Apr 15, 2015
Location
London
Firstly I'd like to mention that I have had great support from their rep Anthony with previous problems from Coral & haven't even gone to him this time as it's an issue I've raised before but looks beyond his control. I play at Coral because I enjoy the casino & sports with a mix of poker & the connect card makes ease of doing all the things on one site, their a reputable company here but I want to air what I feel is slightly dodgy.....

Coral often offer a 'Bet £20 on x slot for a £10 Casino Bonus' the slot in question varies, they also offer a 'Bet & Spin' weekly offer which ranges in amounts if you put £10 on the football match in question that week, with many other offers from time to time, all well & good.

Now, when you get say the £10 casino bonus, a wagering requirement of x10 the bonus is required, which is pretty standard. My problem is say I bust out pretty quickly with £80 wagering left, this is not 'removed' from my account. What I mean by that is, I will make a fresh deposit with no bonus taken & play Rhino @ 40p, the bonus is still attached to my account, meaning I have £80 of funds to wager through from my own deposit & not allowed to make a withdrawal until the wagering is completed, even though the bonus funds was lost & a fresh deposit had been made. The message you receive is 'Sorry, you can't withdraw Mid-game' which means basically you're in some kind of wagering trap. This happens time & time again, but the best part is that the bonuses stack up so if you happen to take part in a few promotions & lose quickly, you're left win a bundle of wagering from non-bonus money when you deposit your own funds.

I have lost count the amount of times I have had to contact support for the bonuses to be removed, via live chat (isn't always available on mobile unless your VIP), e-mail & phone. Some of the customer services will understand where you are coming from & remove the dead bonus, some will refuse & say you have xxx.xx left to wager!! You then have to go all round the houses & try to speak to somebody with a little common sense that will oblige & remove the bonuses leaving you to play & withdraw funds when you want. It's really ticked me off this time as I have a £0.00 balance & have sent an e-mail saying please remove any bonuses on my account so that I can play with no wagering when I deposit next, they have replied with I can either play through it or have it removed!? Why would I want to keep a dead bonus on my account with a new deposit with my only money, it's so infuriating!!

What's really interesting is that in their T&C's of bonus money it says 'All casino bonuses have a redemption threshold of £0.50p. If/when your bonus balance drops below the set redemption threshold amount, your bonus will automatically redeem/close, releasing any accumulated winnings attributed to that bonus'

If that was true, then this problem above wouldn't even exist, right? To me it comes across as some kind of 'trap' for newbies or less experienced players who will just accept that they have this wagering left & risk their own money trying to beat non exsistent wagering requirements of previous bonuses.
 
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paul7388

Ueber Meister
MM
Joined
Jan 8, 2014
Location
glasgow scotland
Its the only fault i have with them as well.

The bonuses are good but like you say they never automatically get removed.

Ive done it before bet on football and went to withdraw only to find i can't as i still have an active bonus even tho my account was zero before i redeposited.

Now if ive ever took one of the bonuses that isn't that often and bust out i always check the account to see if its still active and then like yourself have to go to live chat to get it removed.

Bit of a pain but they always remove it for me.
 

Daniel L

Experienced Member
Joined
Apr 15, 2015
Location
London
Its the only fault i have with them as well.

The bonuses are good but like you say they never automatically get removed.

Ive done it before bet on football and went to withdraw only to find i can't as i still have an active bonus even tho my account was zero before i redeposited.

Now if ive ever took one of the bonuses that isn't that often and bust out i always check the account to see if its still active and then like yourself have to go to live chat to get it removed.

Bit of a pain but they always remove it for me.
I think you must of been lucky with the people you've spoke to, the question I want an answer to possibly if Anthony can find it is the part in the T&C's as this clearly isn't true, especially if you also always encounter this problem. Live chat is more handy, but when your exclusively mobile only like me unless your a VIP then it isn't available & maintaining VIP every month isn't always easy depending on the run your having.
 

aceking123

Paleo Meister (means really, really old)
Joined
Mar 4, 2008
Location
uk
Firstly I'd like to mention that I have had great support from their rep Anthony with previous problems from Coral & haven't even gone to him this time as it's an issue I've raised before but looks beyond his control. I play at Coral because I enjoy the casino & sports with a mix of poker & the connect card makes ease of doing all the things on one site, their a reputable company here but I want to air what I feel is slightly dodgy.....

Coral often offer a 'Bet £20 on x slot for a £10 Casino Bonus' the slot in question varies, they also offer a 'Bet & Spin' weekly offer which ranges in amounts if you put £10 on the football match in question that week, with many other offers from time to time, all well & good.

Now, when you get say the £10 casino bonus, a wagering requirement of x10 the bonus is required, which is pretty standard. My problem is say I bust out pretty quickly with £80 wagering left, this is not 'removed' from my account. What I mean by that is, I will make a fresh deposit with no bonus taken & play Rhino @ 40p, the bonus is still attached to my account, meaning I have £80 of funds to wager through from my own deposit & not allowed to make a withdrawal until the wagering is completed, even though the bonus funds was lost & a fresh deposit had been made. The message you receive is 'Sorry, you can't withdraw Mid-game' which means basically you're in some kind of wagering trap. This happens time & time again, but the best part is that the bonuses stack up so if you happen to take part in a few promotions & lose quickly, you're left win a bundle of wagering from non-bonus money when you deposit your own funds.

I have lost count the amount of times I have had to contact support for the bonuses to be removed, via live chat (isn't always available on mobile unless your VIP), e-mail & phone. Some of the customer services will understand where you are coming from & remove the dead bonus, some will refuse & say you have xxx.xx left to wager!! You then have to go all round the houses & try to speak to somebody with a little common sense that will oblige & remove the bonuses leaving you to play & withdraw funds when you want. It's really ticked me off this time as I have a £0.00 balance & have sent an e-mail saying please remove any bonuses on my account so that I can play with no wagering when I deposit next, they have replied with I can either play through it or have it removed!? Why would I want to keep a dead bonus on my account with a new deposit with my only money, it's so infuriating!!

What's really interesting is that in their T&C's of bonus money it says 'All casino bonuses have a redemption threshold of £0.50p. If/when your bonus balance drops below the set redemption threshold amount, your bonus will automatically redeem/close, releasing any accumulated winnings attributed to that bonus'

If that was true, then this problem above wouldn't even exist, right? To me it comes across as some kind of 'trap' for newbies or less experienced players who will just accept that they have this wagering left & risk their own money trying to beat non exsistent wagering requirements of previous bonuses.

Just a heads up it isn't just coral bgo, ladbrokes they're all doing the same i've spoken with both vip reps about this fact , i've spoken to cs on several occasions about the same thing once bonus is below 50p or whatever it is this bonus then becomes void , although it doesn't i had 30K in wagering @ ladbrokes it wasn't to i went to cashout i found them all lined up . i now check it before any session , i also log out & back in to make sure when accounts zero it has gone.

Also any games that have broken connection can cause this to sit in the account due to a unfinished game.

best advice is check check & check before any play , other problem is if its there you shall have to wait for it to be removed.

seems like its all the major bookies or anyone using playtech
 
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colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
yeah I was told 3 years ago this was being looked at and it should be fixed within the week.
Don't bother with live chat, they are terrible since they relocated to the Philippines, and email is done by the same people. They have had no training and have no clue what they are talking about 90% of the time, they also lie lie and lie.
 

Daniel L

Experienced Member
Joined
Apr 15, 2015
Location
London
Interesting. It's an issue that could easily be rectified, so why isn't it? I've lessened my deposits with them over time for this very reason & think until questions are answered I shall stay clear given it seems to be other players experiencing this problem, it strikes of a trap & I don't like it.
 

Coral Support

Dormant account
Joined
Jan 24, 2013
Location
Gibraltar
Casino bonus stuck

Hi all,

Please accept my apologies for the delay in reply. This issue is generally caused by a stuck game round (in almost all cases a losing spin) which hasn't closed off on the system. Unfortunately the fix on this involves a number of 3rd parties and coordinated work across several suppliers so is taking longer than we'd hoped. While stuck game rounds like this are rare, the main issue here is that the stuck game round doesn't have to have occurred while the bonus was active. This means that a customer with a stuck game round from week or months ago may experience problems with a bonus closing off.

We are doing our best to ensure that this issue is fixed as quickly as possible. I'd advise any player to contact Customer Services immediately once their balance has dropped below the 50p threshold should the bonus not clear from their account. This can be checked on the Coral website by selecting Cash Balance from the header.

Please accept our sincere apologies for this issue and for any frustration you've had when speaking with our Customer support team. I'm sending your feedback to the Head of Customer Operations who will brief the teams again on how to deal with these kinds of issues.

If you have any further questions please feel free to PM me and I'll do my best to get back to you as soon as I can.

Thanks

Anthony
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Hi all,

Please accept my apologies for the delay in reply. This issue is generally caused by a stuck game round (in almost all cases a losing spin) which hasn't closed off on the system. Unfortunately the fix on this involves a number of 3rd parties and coordinated work across several suppliers so is taking longer than we'd hoped. While stuck game rounds like this are rare, the main issue here is that the stuck game round doesn't have to have occurred while the bonus was active. This means that a customer with a stuck game round from week or months ago may experience problems with a bonus closing off.

We are doing our best to ensure that this issue is fixed as quickly as possible. I'd advise any player to contact Customer Services immediately once their balance has dropped below the 50p threshold should the bonus not clear from their account. This can be checked on the Coral website by selecting Cash Balance from the header.

Please accept our sincere apologies for this issue and for any frustration you've had when speaking with our Customer support team. I'm sending your feedback to the Head of Customer Operations who will brief the teams again on how to deal with these kinds of issues.

If you have any further questions please feel free to PM me and I'll do my best to get back to you as soon as I can.

Thanks

Anthony

I'm sorry but its been doing it for 3 years that I know of, thats more than 'longer than expected' to fix, thats a joke.
Your live chat service is disgusting too, they lie to customers, give fake information when they can't be bothered to do the job properly, and generally don't have a clue what they are talking about. You are more than welcome to look at my live chat logs over the past couple of months to see how pathetic and useless they are. They are easily the worst support in the industry.

The rest of your support isn't much better. I've been trying to get a problem sorted out since July. A simple problem at that. All I get from EVERYONE including managers is, we will email the marketing team. The marketing team either doesn't exist or cba to reply, as, as far as I'm aware, they haven't replied ONCE to at least a dozen emails. Not once. Do you actually have any decent customer support working at Coral?

The only ones who are half decent are phone support.

Heres part of an email I got on the 6th of this month ago, note the bit in bold. Its 240 hours later now, guess what, no further response.

After speaking to my colleague there was no update from our Retail Marketing team so I have escalated this query with them to look at your contact preferences on their side because it could be you have not been opted back in after Self Exclusion expired back in the summer. We should have some kind of reply in the next 48 hours.

escalations on the 20th November

After our last communication I have since then chased up the Retail Marketing Team and ask them to take another look into your promotional query. Once this is resolved in addition to any additional training put in place I am confident you will be provided with a more satisfying service.

nothing since.

3rd November

I have forwarded this issue with regards to you not receiving the SMS promotions directly and having to call up. I understand it has been previously advised that on our systems we can see that you are SMS contactable and the preference is selected on your account, I would like to re-assure you that this is indeed the case so the issue that is occurring will need to be forwarded to the Marking Department for them to review their systems. Once again i would like to apologise for this on-going issue that you are having. We would like to thank you for your patience during this time.

that is just a small amount of bits from emails, there are many more, including ones from help@coral which are just garbled nonsense that make no sense at all, and many phone calls and live chats about teh same issue.

heres a nonsense one from help@

I apologise for the inconvenience, I know this is not the outcome you are expecting. it will depend on our Trading Team on what promotion yo0u are eligible for. I apologise if you are not receiving any SMS promotion notification, however it will depend on that department. For further questions, please contact us Via Live Chat.

It has nothing to do with my eligibility whatsoever, and many times previously it has been accepted there is a bug, so what was this agent talking about? Complete rubbish like your whole live chat and email department
 

Coral Support

Dormant account
Joined
Jan 24, 2013
Location
Gibraltar
Thanks Colin

Hi Colin,

I've just sent you a PM, thank you for your honest feedback. I've sent it to our Head of Customer Operations and will follow up on the issues you've raised above.

Best regards

Anthony
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
yeah my thanks to Anthony too, hasn't sorted my problem as it can't be fixed, but he did at least find out what the problem is and explained it to me in under an hour, whereas customer support couldn't do that in 5 months. Top marks to him for doing that.
 

Daniel L

Experienced Member
Joined
Apr 15, 2015
Location
London
I'm not sure if this is possible, but to employ somebody who regularly checks customers accounts for 'stuck games' & fixing the error, therefore elimitating the problem completely & taking away a lot of support queries regarding this problem.

Anthony you should have my account details, be interested to know if I have a 'stuck game'!
 

Coral Support

Dormant account
Joined
Jan 24, 2013
Location
Gibraltar
Stuck bonus rounds

Hi Daniel,

I've PM'd you for some details and I'll follow up as soon as I get a reply.

I did enquire at the time about automatically shutting off old game rounds however it's just not possible for the providers to find the information. We understand it's very inconvenient for the players affected and I've been putting as much pressure on as I can to get this into the latest development sprints.

Best regards

Anthony
 

Daniel L

Experienced Member
Joined
Apr 15, 2015
Location
London
Anthony has looked into it & removed a couple of errors that were causing the problem, so thanks to him for that. I'm sure these issues will come back in time so hopefully a more long term soloution is put in place which I look forward to hearing about.
 
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