Casino Complaint Coral Casino - Issues in claiming bonus and AWFUL Support service

[chiya]

Cannot recommend this casino at all. Their support service is absolutely awful, it takes 3-4 days for them to reply to one support request, usually with either automated or just very stupid replies. Live chat is completely useless, because they apparently cannot discuss personal information on live chat, as such they cannot help with anything that relates your account. The eff is the point of live chat if they can't help you? It seems, that they WANT you to call them if you need help, just so that they can reap rewards from whatever it costs to call their support line. Regardless of the cost, I have my personal reasons why I cannot, and let me express that I CAN NOT call them, so my only choice is the support, which is completely incompetent and useless.

And my problem itself? Their promotion page clearly says that deposit £10 OR Currency Equivalent (€10 or $10 or SEK100). So I did. And what happened? Their bonus page doesn't work, the Opt-In button has this spinning animation and can't be clicked .. seemingly it doesn't count my deposit as '' equivalent to '' £10 because I deposited €10 so the button can't be used as I'm not eligible. So I deposit €15 more, where £10 would definitely be that much. And what happens? It still doesn't work.

So I send an email. It takes THREE days for a reply, which states me to change my browser and clear my cache, despite me saying in my original message that I have tried this already. What this means that their comprehending of text is below awful. I send an another email stating above, that I have already done it and stuff. What's my reply this time? After THREE days of waiting, I get a reply that '' To Opt-In in a promotion, go to the bonus page and click the Opt-in button ''. This clearly is automated message or the replier didn't even bother to read my original message, where I clearly stated that the said button, Opt-In, is not usable as clicking on it doesn't do ANYTHING.

Now, after THREE days of my third message, already getting quite pissed off, they finally reply to me and say that the bonus has been credited to my account. I think to myself that FINALLY I get to play. And what happens? My account is now SUSPENDED for no apparent reason, and again I have to send to email to the casino and wait 3-4 days for a reply that probably doesn't help me at all. Lets see if I have a fucking reply in two weeks or so. At this point I dont even want to play there anymore, I want to withdraw my deposits, but they won't let me because my account is suspended for no reason whatsoever.

Steer clear of this bullshit casino service if you like to play and withdraw in normal amounts of time, not after waiting weeks.

 

[dionysus]

you can reach Coral reps here: Link Outdated / Removed


you might not want to drop the f-bomb; it might make YOU feel better, but I'm highly doubtful anyone wants to see it

 

[buttkiss56]

I was looking for a new casino to play at, guess it won't be this one,, and as for the F bomb, guess it makes her feel better and i'm sure we have all seen worse

 

[Mouche12]

What a horror story Distrance! I feel for you, fortunately there's a rep, so good luck. I'd have dropped the F-bomb like a 1000 times, have very little patience with these kinds of outfits.

 

[dionysus]

I was looking for a new casino to play at, guess it won't be this one,, and as for the F bomb, guess it makes her feel better and i'm sure we have all seen worse

we all may have, but even CSRs and reps only have so much patience; if someone were swearing at me v explaining their story and trying to resolve a situation, I wouldnt be inclined to listen or help

 

[mrmark21]

I agree, probably best not to swear... I don't blame you given the horrible experience you've had. I'll steer clear of this casino. Hopefully a representative will respond to this thread

 

[dionysus]

I'm not sure how bad they are; they ARE accredited here. Personally, never played there. If you want the rep to see the thread, best to pm them

 

[chiya]

I'm not happy about swearing but after going through all this, my patience has just run out so it's hard to try to write in polite matter if you know what I mean :S ..

Regardless, thank you for the replies. I suppose I'll wait for an answer to the email I sent to the casino after I found out I was suspended for no reason, and if the answer still is not to my liking I'll contact the representative, who hopefully can help me.

 

[chiya]

Well I haven't had a reply and it's been three days again .. Getting rather tired. Figured, I'd contact the rep already .. So, I went to the linked page and clicked the Casino Hostess .. Well guess what guys? She has blocked Private Messages apparently since the button doesn't exist in her profile. How am I supposed to contact her if it's not there? I can however, send a PM To the Affiliate Manager .. would that be enough? Still curious why would the hostess block private messages if she's the casino rep ..

 

[dionysus]

Yeah, that IS odd you can't send a private message; I wonder why

 

[chiya]

Okay so, I got a reply finally after .. what, six days of waiting? I lost count already .. Come on, how can an apparently big brand in the UK like Coral have so slow customer service? So, apparently, my account was locked because they want me to verify my details. Note that I have received two verification emails indeed, but both have said that '' We cannot process any withdrawals until your account is verified '' so I've disregarded them. NOWHERE in the emails it has said that my account needs to be verified or it will be locked. I disregarded them, because I didn't want to bother with verification until I had something to withdraw.

Waiting for six days just to hear the reason your account being locked is unacceptable. Seriously come on Coral .. You have no live Chat, Gala live chat cannot help with anything related to account issues due ''security'' (which is bullshit, all they could do is ask questions to verify the identity of the person in live chat), and support takes days to answer to simple queries. If you're gonna lock someone's account just because they haven't verified them at first hand after registering then you should at least notify yourself the customer by email and not wait for them to contact you ...

Now, if I send my documents, it will no doubt take at least four days for them maybe to see my message, then forward to security, and then maybe another four days so that I just might be able to finally play?

I've never been fan of the Playtech casinos but this takes the cake ... Never fking again.

Note : Below is the email I have received. If you read it, it says nowhere anything about having my account locked if I do not verify my details. Additionally, I do not have bank statements neither can they be reviewed on the web because having a bank account is free in here.. I do not have any utility bills because I do not pay those myself. I also not have a credit card. The only documents I COULD send is mobile and internet bills but I don't think internet counts as '' utility bill '' .. And I'd really rather not wait six days to hear that the documents I provided are invalid .. so what to do?

It would be so much easier if I could contact the casino rep but as she has blocked private messages .. (Which is very odd, by the way .. is this the way to behave if you're supposed to help at issues regarding your casino?) ..

Spoiler

In accordance with the requirements of the Gibraltar Gambling Commissioner, which require us to verify all new account holders, we regret to inform you that we have been unable to verify your account from the personal details submitted at registration.

Unfortunately no withdrawals may be processed until we can do so.

Therefore please can you send one document from list A and two from List B to complete our checks:

List A -one document

• Copy of the photograph page of a valid passport
• Copy of your birth certificate
• Copy of a valid photocard driving licence (provisional or full)
• Copy of a valid id card

List B -two documents
(both must be dated within the past three months)

• Copy of a mobile telephone statement
• Copy of a store or credit card account statement
(Only show the first six digits and last four of the card/account number with the account name.)
• Copy of a mortgage statement
• Copy of utility statement - i.e. water, gas, electric, council tax
• Copy of a bank statement
• A copy of your P60 Tax form

 

[wobble33]

guys

ok let me help you all here. i will help by steps.

1) when you click on offers and you get the page up, if it has not updated the page with the balance you have just deposited. log out of that page not the casino. leave for 2 mins then log back in. the balance will now show on the page. and on the offers side it will say claim now.
2)they have an internal message service on that page also, i messaged them about a promo and i got a reply within 20 mins.
3)you will find a lot of phone numbers on the site, please you need to use them if these suggestions dont work.


please guys give the casino a chance here, they have some brilliant promos and stuff and to slate a casino/poker room and the support is not really on. thanks. i know its frustrating but you will get their in the end

 

[Coral Support]

Coral Casino & Games

Hi Distrance,

My apologies for not picking up on this tread sooner, we have just setup this new account to ensure that we are able to deal directly with customer complaints for the Coral.co.uk gaming section (Casino, Poker, Games & Bingo). I'm very sorry you feel you've had a negative experience with Coral Casino, would you be able to PM me your details and that of your query and I will look into this immediately? Also if there are any other issues please feel free to PM this support account and we will be at hand as soon as we can.

I look forward to hearing from you.

Anthony

Coral Casino

 

[chiya]

guys

ok let me help you all here. i will help by steps.

1) when you click on offers and you get the page up, if it has not updated the page with the balance you have just deposited. log out of that page not the casino. leave for 2 mins then log back in. the balance will now show on the page. and on the offers side it will say claim now.
2)they have an internal message service on that page also, i messaged them about a promo and i got a reply within 20 mins.
3)you will find a lot of phone numbers on the site, please you need to use them if these suggestions dont work.


please guys give the casino a chance here, they have some brilliant promos and stuff and to slate a casino/poker room and the support is not really on. thanks. i know its frustrating but you will get their in the end

How is this relevant? You posted this exact same thing in all Coral related threads. Are you actually their affiliate or something? My problem was, that the bonus button does not work. See the part where it says it does NOT work? The internal message service takes days for them to answer, never had a reply within a day, even less in within a minutes as you claim,. and I also noted in this thread that due personal reasons I can NOT call them even if calling them was free.

I should note that it's been a whopping EIGHT days since I sent in my documents to verification department at Coral. Well guess what. Not a single damn reply. And my account remains suspended.

I'll send a PM to Anthony and I'll see if he can help me - hopefully in reasonable time.

 

[mimi26]

How is this relevant? You posted this exact same thing in all Coral related threads. Are you actually their affiliate or something? My problem was, that the bonus button does not work. See the part where it says it does NOT work? The internal message service takes days for them to answer, never had a reply within a day, even less in within a minutes as you claim,. and I also noted in this thread that due personal reasons I can NOT call them even if calling them was free.

I should note that it's been a whopping EIGHT days since I sent in my documents to verification department at Coral. Well guess what. Not a single damn reply. And my account remains suspended.

I'll send a PM to Anthony and I'll see if he can help me - hopefully in reasonable time.

WOW just WOW, seriously you need to calm down you come across as one angry individual, the FM was only trying to help, hows about saying ah thanks for trying to help me but that solution will not work for my problem.

 

[wobble33]

WOW just WOW, seriously you need to calm down you come across as one angry individual, the FM was only trying to help, hows about saying ah thanks for trying to help me but that solution will not work for my problem.

thank you. i was only trying to help here but the person does look if he/she is very angry..corals are now on the non bonus thread you want to take it up with them. i made a mistake and replied on the other thread, i ment to reply on this one thats why i copied and pasted on both.

 

[chiya]

WOW just WOW, seriously you need to calm down you come across as one angry individual, the FM was only trying to help, hows about saying ah thanks for trying to help me but that solution will not work for my problem.

What thread is this? Indeed, it is a complaint thread. Do you really expect to find happy people in this thread? Oh and let me know how you feel, when you've fought with casino for weeks and still nothing, and then someone pops in the thread without even reading the original post and suggests something that you've already cleared out and said that it doesn't work. I said that the bonus button doesn't work. I also said I cannot call. I also said the internal messages aren't replied to. So why am I being told to do those three things?

Whatever anyway. The problem is now solved, no thanks to you. Thanks for Anthony who swiftly replied to my PM and sorted this all out. Thread may be closed or w/e. I still wouldn't recommend this casino for anyone though .. Now that I've waited weeks to get playing, am still being denied of that activity as now all their casino games time out within 1-5 spins regardless whether I use the software or their instant play casino.

 

[mimi26]

What thread is this? Indeed, it is a complaint thread. Do you really expect to find happy people in this thread? Oh and let me know how you feel, when you've fought with casino for weeks and still nothing, and then someone pops in the thread without even reading the original post and suggests something that you've already cleared out and said that it doesn't work. I said that the bonus button doesn't work. I also said I cannot call. I also said the internal messages aren't replied to. So why am I being told to do those three things?

Whatever anyway. The problem is now solved, no thanks to you. Thanks for Anthony who swiftly replied to my PM and sorted this all out. Thread may be closed or w/e. I still wouldn't recommend this casino for anyone though .. Now that I've waited weeks to get playing, am still being denied of that activity as now all their casino games time out within 1-5 spins regardless whether I use the software or their instant play casino.

Seriously with your attitude I am surprised anyone wants to help you but as you say whatever, and no I don't expect to find happy people in a complaint thread but what I do expect is people to be courteous to other forum members who are trying to help them but hey ho that's just my standards.

 

[quber]

What thread is this? Indeed, it is a complaint thread. Do you really expect to find happy people in this thread? Oh and let me know how you feel, when you've fought with casino for weeks and still nothing, and then someone pops in the thread without even reading the original post and suggests something that you've already cleared out and said that it doesn't work. I said that the bonus button doesn't work. I also said I cannot call. I also said the internal messages aren't replied to. So why am I being told to do those three things?

Whatever anyway. The problem is now solved, no thanks to you. Thanks for Anthony who swiftly replied to my PM and sorted this all out. Thread may be closed or w/e. I still wouldn't recommend this casino for anyone though .. Now that I've waited weeks to get playing, am still being denied of that activity as now all their casino games time out within 1-5 spins regardless whether I use the software or their instant play casino.

Can I give you a piece of advice? Calm down.

YOU came on here asking for help and some people tried to help you, and instead of just saying 'Sorry mate that doesn't work' you start attacking them.


If the tone of your replies here are reflective of the emails you sent to Coral then I'm not surprised there was a delay in getting answers, if you're polite to people you will get a lot better results than when you go off on one, if you wrote an email to me and it was like the replies you have made in this thread, then I'm sorry but i will not be replying to you in any kind of a rush.

Carry on with that attitude mate and carry on being frustrated.

 

[Mouche12]

Can I give you a piece of advice? Calm down.

YOU came on here asking for help and some people tried to help you, and instead of just saying 'Sorry mate that doesn't work' you start attacking them.


If the tone of your replies here are reflective of the emails you sent to Coral then I'm not surprised there was a delay in getting answers, if you're polite to people you will get a lot better results than when you go off on one, if you wrote an email to me and it was like the replies you have made in this thread, then I'm sorry but i will not be replying to you in any kind of a rush.

Carry on with that attitude mate and carry on being frustrated.

I understand that a calm and composed attitude is of the essence, but I can equally appreciate that the OP is p*** beyond belief and it is then very difficult to keep your cool - I've been there.... Coral's behaviour and lack of (adequate) response has been way, way below par IMO. This is money we are talking about. When a wealthy player has issues with a nonresponsive casino (granted, probably not about a bonus as the OP is experiencing) he/she would already have instructed his/her lawyer to take the necessary actions and have the casino pay for all expenses related thereto, believe me.

You all undoubtedly mean well with the OP, but he seems to be more under fire than the casino, which strikes me as unfair...

 

[mimi26]

I understand that a calm and composed attitude is of the essence, but I can equally appreciate that the OP is p*** beyond belief and it is then very difficult to keep your cool - I've been there.... Coral's behaviour and lack of (adequate) response has been way, way below par IMO. This is money we are talking about. A wealthy player would already have instructed his/her lawyer to take the necessary actions and have the casino pay for all expenses related thereto, believe me.

Yeah by all means be annoyed with the casino, within reason, but why come to a forum for help and then be annoyed with FMs who try to help sorry but that is just a no no. Gratitude cost nothing.

 

[Mouche12]

I thought the OP was annoyed with the representative and one other fellow Meister member because they had not carefully read the OP's first post and as a result did not respond adequately...

 

[wobble33]

I thought the OP was annoyed with the representative and one other fellow Meister member because they had not carefully read the OP's first post and as a result did not respond adequately...

hi.
i did actually read the persons opening post, i suggested a few things i done to help the situation. its strange though through internal e mail i got answer within 20 mins and he got not answer within days/weeks. maybe the problem was the way the question was addressed by him/her in the e mail. i also said log out of the page too not the casino because i do this all the time, and it refreshes the claim form. i noticed he tried these and now says he got nowhere. very strange.

 

[fanihi]

Let me resolve this

Distrance @ Coral: Grrrrrr........slow......unresponsive...Grrrrr
Distrance @ Coral: Grrrrrr........?????.....Grrrrrrrr.....WTH.....Grrrrr
Coral @ Distrance: Oops....sorry....fix quickly.
Distrance @ Coral: Hmph...finally!

________end__________

I know chit happens and it does get very frustrating
but lets TRY to be

 

[michielm1]

you can reach Coral reps here: Link Outdated / Removed


you might not want to drop the f-bomb; it might make YOU feel better, but I'm highly doubtful anyone wants to see it

i love to see F-bombs. motherffing F bombs etc etc
gambling is emotional. mostly negative. and the rules about this are stupid imo anyway, since gambling (and therefore imo registering at this forum as well) is illegal untill 18/21 years.