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

[Seaman63]

Coral Casino is just doing exactly the same to me like the OP posted. Signed up, made my initial deposit and was not able to claim the bonus. The opt-in button did not load. I mailed twice and got no reply. Now my account has been disabled. They take the initial deposits and close accounts. This is at least a free of interest loan for days from players funds, or if they don´t reopen or refund...I would call it a clear theft.

 

[Seaman63]

They still do not communicate with me and they still have my account locked with my initial deposit. From my point of view, Coral Casino should be moved from accredited to rogue section.

 

[chayton]

They still do not communicate with me and they still have my account locked with my initial deposit. From my point of view, Coral Casino should be moved from accredited to rogue section.

Have you tried to PM the rep?

 

[bigjohn]

Every new depositor shouldn't have to PM the rep. It seems to me that Coral should fix the problem.

 

[Mouche12]

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.

Hey fellow Dutchie!

Pardon me for asking, but ... the rules are stupid anyway since gambling (...) is illegal until 18/21 years? Shoud minors be allowed to play then?

 

[Seaman63]

Every new depositor shouldn't have to PM the rep. It seems to me that Coral should fix the problem.

Exactly. Thats why I did not. It cannot be that a new player has to solve their issues. They are aware of this problem, I am not the first player they ignored complete. What about players who aren´t member of a forum? Chit happens, funds stolen and account closed??? This is rogue behavior!

 

[topoor]

Complaints about this casino are rising. Please can a comment be made by representatives of the Gala Coral group?

 

[Coral Support]

Coral Casino Opt In issue

Hi all,

Please accept my apologies for not replying to the tread sooner. We had been made aware of the issues and have raised it with our IT and Development teams, we are hoping to have this resolved soon. We understand how frustrating this has been for all involved and we are working to get a fix in place as soon as we can. As the number of players affected or reporting the issue has been quite low, its taken some time to track down the issue. I note that there have been other concerns raised in the tread about blocked accounts etc, please feel free to PM me your contact details and I will look into any issues that you have.

Best regards

Anthony

 

[Seaman63]

Ok, I pmed and got fast response from Anthony here. At the same day and four weeks(!!!) after opening an account at Coral, I got an email requesting the usual docs for account verification. Did sent the docs immediatly at 02/27 and since then....silence again! No confirmation of recipt or verification, account still locked and my funds still trapped.

 

[vinylweatherman]

Hi all,

Please accept my apologies for not replying to the tread sooner. We had been made aware of the issues and have raised it with our IT and Development teams, we are hoping to have this resolved soon. We understand how frustrating this has been for all involved and we are working to get a fix in place as soon as we can. As the number of players affected or reporting the issue has been quite low, its taken some time to track down the issue. I note that there have been other concerns raised in the tread about blocked accounts etc, please feel free to PM me your contact details and I will look into any issues that you have.

Best regards

Anthony

It looks like the locked account issue is down to the verification procedures. The procedures themselves look OK, the problem seems to be poor communications. This step needs to be made as painless as possible for the player, and waiting days, even weeks, to turn around each exchange in a communication is far too long.

From the posts, it looks like verification is triggered at the first deposit, and initially is tried electronically. It is when this fails that things start to go wrong for players. The failure of the electronic checks seems to cause the account to get locked, but the player does not know why. They have a generic email about account verification, but it is not made clear that the ball is in their court and they need to send in some documents. It then takes several days of frustrating exchanges to sort things out with support.

Now, crappy CS creates wound-up and annoyed customers, and this can lead to CS finding themselves on the receiving end of "F-bombs", even though they are not the agent that messed up. The customer feels they are being treated like dirt, so they no longer see CS agents as individual people, but as company automatons spewing out a nonsensical "jobsworth" company line. By depersonalising the relationship between customer and agent in this way, you lose the respect, and thus you end up with rude customers, and sometimes CS agents who "lose it" because of the stress of dealing with problems created by the way the company works.

The problem with this industry is that the customer can be trapped because the casino has their money and won't give it back so they can walk away. This means the player is cornered, and is forced to fight the faceless corporate just to get their money back so that they can look for somewhere better. In the real world, rude staff is often encountered before or during a purchase, and the ultimate sanction is of course to dump the basket and walk away, purse intact. This sends a better message than any number of F-bombs possibly could, one that every customer in the shop can see.

 

[cowboypat]

This casino has 5 complaint threads about it on one page alone!

 

[Seaman63]

It then takes several days of frustrating exchanges to sort things out with support.

Make several weeks of it.

To make it clear: Anthony, the rep here, was the onliest who replied within one or two days, so I have nothing to complain about his work. But unfortunately the rest of the Coral CS seems not to be interested to resolve my issue.

They have just taken my funds for nothing and don´t want to give it back. This is robbery for me, sorry I have no other word for it. How can Coral casino still be accredited???

 

[cowboypat]

I didn't realise this but there are clear terms describing what a casino must do to be accredited. Here are the ones I feel Coral have not adhered to:

Must be able to take care of any player issue swiftly and professionally.

Must not use false, misleading or deceptive advertising.

Must pay winnings in a timely manner.

Must not disqualify any player from a payout if terms & conditions are met,

Must not confiscate winnings for vague & unclear reasons, such as "irregular playing patterns" or "bonus abuse", without specific T&C violations.

Must not implement terms that can be construed as "unfair" towards the player.

No player shall be involuntarily placed into a situation which breaches the terms and conditions during the course of play.

To answer your question. I really do not know!

 

[dobbul]

Coral Feedback

This all seems a bit alien to me....I discovered Coral Casino a few weeks back and I have to say it's one of my favourite online Casino's. They offer fantastic bonuses, which I personally have never had a problem claiming (maybe I'm just lucky). I simply make the required deposit then go back to the promotions page, click "buy in" and there it is!

As for their support, I find the best way of contacting them regarding any issues is as follows:
When you log in, there is an icon which says "messages". I just click on that, then send a message and I always get a message back answering my query within a few hours - not an automated response but from a real person, in fact I sent them a message last week and it was responded to within an hour!

Also, one of the best things I've found is their very fast withdrawals; I've always received any winnings within 48 hours.

This is just my personal experience - for me, they're great!

 

[Seaman63]

simply make the required deposit then go back to the promotions page, click "buy in" and there it is!

So did I and they immediatly lockked my account after it.

When you log in, there is an icon which says "messages". I just click on that, then send a message and I always get a message back answering my query within a few hours

Yeah, I would like to do so but they never re-opened my account. So no choice for me as they do not communicate with me via email.

They just took my deposit, did not allow me to play it off and said good bye!

 

[Coral Support]

Seaman63

Hi Seaman63,

I'm sorry to hear you are still having issues, could you PM me and I'll get this sorted for you today.

Best regards

Anthony

 

[lazbaby]

Hi Anthony,
Could i ask you to look into a problem for me.My account has been locked and my winnings of £225 lost because they cannot verify my account.Despite me sending my driving licence as proof,which includes all relevant information,address,dob,photo id.Customer service has refused to give me a reason why and told me to write to head office.
Thanks,
laraine

 

[Coral Support]

Account request - lazbaby

Hi lazbaby,

Could you send me a PM with your username and i'll look into this for you today?

Best regards

Anthony

 

[lazbaby]

Hi Anthony,
PM sent
Thank you

 

[Seaman63]

UPDATE:

My account has been re-opened, as usual without any notificition. Now I am in the same situation like the OP, I am not able to claim the depost10 - get 50 welcome bonus. Well, they credited me 10 bucks welcome bonus what is not the same

Tbc...

Pmed you again Anthony.

 

[vinylweatherman]

UPDATE:

My account has been re-opened, as usual without any notificition. Now I am in the same situation like the OP, I am not able to claim the depost10 - get 50 welcome bonus. Well, they credited me 10 bucks welcome bonus what is not the same

Tbc...

Pmed you again Anthony.

Time to walk it seems. They obviously have no hard evidence against you, so have reopened your account, but they are still treating you like an undesirable, so why not walk away with your dignity intact. They clearly don't want you there.

 

[Seaman63]

Ok, with the help from Anthony, I got my full bonus added. That was a long run and I think I will follow your advice VWM...at least until I see they improved a lot.

 

[cowboypat]

Im feeling the same way. Any casino that cant follow its own terms and play fair with punters is not getting my custom.

 

[Seaman63]

Finally all of my issues has been resolved but I feel not satisfied at all. I still got no notification about my account has been reopened or anything else. No communication has been taken place beside the PM´s here with the rep.. Also, I think without beeing a member here, I would still wait. So what happens to all the players who have no chance to contact a rep via Forums?

 

[SirWegs]

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.

I like Coral Casino, I never had any troubles with them.