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Coral Unresponsive Customer service

Discussion in 'Casino Complaints - Non-Bonus Issues' started by EkJR, Feb 3, 2018.

    Feb 3, 2018
  1. EkJR

    EkJR Full Member

    Location:
    Glasgow
    New here so not sure the normal structure of these threads but here goes.

    My disaster with Coral occurred on the 2nd of Jan this year when playing Jackpot King linked game Paws of Fury. Timing was great as I was losing a fair bit and was down to my last few bets(£4 stake). Anyway, feature appears to give me 5 jackpot kings and then gives an error saying “internal server error”. Fine I think, relaunch the game, try on other device settings etc will work! Nope, each time the game loads it continues to load up the broken game session.

    My big problem though is with Coral Customer Services. I raised the issue by email and by phone on the 2nd of Jan. I phone a week later only to be told they had no record of the incident being logged(which I proved to them by email). Anyway, told 48 hours to get a fix. Phone 72 hours later, no update. Email a further 72 hours later, no update. Continue to get fobbed off until mid January where I then put this to the escalations team. They respond saying they will respond within 14 days. Again, they haven’t responded well after the time has passed and I have escalated again. My real gripe is the lack of an update, I always need to be the one to contact them despite these continued claims of updates in 48 hours which never happen. I actually don’t think they can resolve the problem at all, next steps I can take?
     
  2. Feb 14, 2018
  3. AdamGala

    AdamGala I-Gaming Industry Representative

    Occupation:
    Casino Manager
    Location:
    Gibraltar
    Hi,

    Sorry to hear this, If this is still unresolved, drop me a message with your username and I can follow up for you.

    Thanks
    Adam
     
  4. Feb 14, 2018
  5. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    Once you get an update, best to stay away from them. They are as shady as hell. They screw over their partners and steal from them in broad daylight - Theres nothing stopping them from doing it to their players as well.

    Their lack of communication reminds me of the crap I had to go through just to get responses from them and only to be shafted in the end - Took 3 months if i'm not mistaken. As rogue as they come.

    Nate
     
  6. Feb 14, 2018
  7. AdamGala

    AdamGala I-Gaming Industry Representative

    Occupation:
    Casino Manager
    Location:
    Gibraltar
    Hi Nate,

    Those kind of statements aren't fair at all. I won't enter into a debate about it, but wanted to point out we are not 'Rogue' here but in the grey list. Legit players will have no concerns playing with us.

    Regards
    Adam
     
  8. Feb 14, 2018
  9. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    Nothing against you Adam - And I think its a fair statement. The owner of this site seems to think so too...

     
  10. Feb 14, 2018
  11. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    From an affiliate perspective
    You set my account to 0% rev share without telling me.
    I had to send over 40 emails to 6 different affiliate managers before one could be arsed to respond.
    Took another 2 months to get it set up again. You refused to pay commission for the period it was set to 0, which I wouldn't mind except it was your lazy affiliate managers who couldn't be arsed to respond that caused it to be set to zero for so long.
    You (ie Gala) have never bothered replying, I've sent you about 12 emails. Moved on now, but shows had bad that side of your business is. I won't promote you again.

    From a customer side, you are terrible. You have misleading promos (Bet 20 get 20 free on fishing frenzy before xmas, was actually bet 40 get 20, still waiting for a CS response to that one). Your customer support is quite possibly the worst in the industry, I just got a reply to an email I sent last Tuesday, at 7am this morning, despite the email saying I would get a response within 4 hours

    We try to expedite all responses as quickly as possible, with our average response time to email up to 4 hours.

    Half the time you don't bother replying and probably 80% of when you do it doesn't solve the query. At least you have live chat to sort problems out quickly, oh no, wait, you've removed it from the desktop site so we have to email.

    Your live chat/email support was decent before you shipped it off to thailand or wherever you relocated it to, now it is terrible, with your staff just lying and saying what they feel like to get rid of you. A fact I have proven in the past and received apologies for, but nothing has changed.

    Plenty of other complaints, but they are FACTS, perfectly fair & I am happy to prove anything I have said to you.

    Oh and your Coral rep on here doesn't bother replying, whereas Anthony was an excellent rep who would do his best to help people.
     
    Nate likes this.
  12. Feb 14, 2018
  13. EnglishGuy

    EnglishGuy Newbie member

    Location:
    UK
    Looks Rogue to me.
     
  14. Feb 14, 2018
  15. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    Well to be fair i've never had a problem with Coral and think its one of the best UK sportsbooks and sites with quick payout times. Even few times ive had to deal with customer service had no problems either. One thing they certainly are not is a rogue casino.

    They would still be accredited here if they had kept an active Rep. That is only reason they were removed from accredited section as Rep went AWOL.
     
  16. Feb 14, 2018
  17. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    When things work they are fine, but don't try to get something sorted by email or live chat when you go slightly off script. Telephone is much better (being based mainly in Gibraltar) but at busy times you can be waiting for 30-45 minutes for them to answer.

    I know this is local, but distinctly unimpressed with some of their shop staff too, behavior I witnessed towards one female member of staff would have meant one manager would have been dragged out the shop and shown exactly how clever he really was if it was my daughter he had done it to. I haven't set foot in any of their shops since New Years Day when I found out the full extent of what happened, and I was in every day, spending over £1000 a week in store previous to that.
     
  18. Feb 14, 2018
  19. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    Apart from me, Bryan himself and others on this site rating them as shady, thePogg also lists their 'Trustworthiness' as 3/10 and as a 'Not recommended' Casino.

    You must register/login in order to see the link.

    I know you are a trustworthy member and you would give an accurate overview of your experiences, but for the benefit of others, there are very reputable portals already asking players to refrain from playing there. This type of warning never comes easily - they have most certainly been deceptive like almost every person I have communicated with from their affiliate end. They steal too - That in my book makes them one of the biggest rogues there are.

    Nate
     
  20. Feb 14, 2018
  21. alexking12k

    alexking12k Experienced Member

    Occupation:
    Commodities trader
    Location:
    Los Angeles, CA
    Are you serious???
     
  22. Feb 14, 2018
  23. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    Most of the Pogg's review you quoted is about Gala Casino not the actual Coral site.

    I am fully aware that they are under same ownership same as Ladbrokes.

    Most of the reasons for such low ratings and warnings are because they do not cooperate with player complaints through these sites.

    Most of the bookies sites take nothing to do with forums.

    Yes Ladbrokes and Coral may have some problems and may not be the type of casino many people want to play at.

    But sorry if you stayed in UK you would see their shops on every High street. Millions of customers use them both offline and online with out a problem. For a UK player they are just about the safest placed you can play and trust. They are far from Rogue casinos
     
  24. Feb 14, 2018
  25. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    Cool man - you are entitled to your opinion.

    Yes that is correct Max just posted an advisory on them as early as last month for BOTH Gala and Coral. GALA were ROGUED here and removed from rogue status after resolving the issue - I sincerely doubt that they would resolved any issue if CM didn't rogue them.

    https://www.casinomeister.com/forum...wont-discuss-player-complaints.64418/?t=64418

    This means that you are on your own if you run into issues - and no I would NOT rate them as the 'safest place to play and trust' - they are untrustworthy. One Group - One Vision - One Den of Thieves. You cannot call them that after reading all the issues here man - sorry. Not maintaining an active rep, wont discuss player complaints, stealing from partners and non - responsive channels?? IMPO that is a rather bad bit of advice to give to any one reading this thread.

    Nate
     
    Last edited: Feb 14, 2018
  26. Feb 14, 2018
  27. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    Completely trustworthy :eek:

    Coral Unresponsive Customer service: coralff.jpg,Feb 14, 2018

    Thats a promo from before xmas, read the terms, then tell me how you get £20 for betting £20.
    I queried it with Coral via email, I got a reply from Ladcrooks

    Thank you for contacting Ladbrokes Customer Support.

    Thank you for your email regarding the promotion The Grid - Bet £20 on Fishin Frenzy, get a £10 online bonus and a £10 in-shop bonus FINISHED.

    I hope you are well. Colin.

    Please be advised that upon checking the promotion, can you please confirm if this is the promotion that you are referring to? < You must register/login in order to see the link. >.


    That was on the 11th December, well before it finished. Wrong bookmaker, wrong promo, wrong info.
    Still waiting for an answer although they did give me a £10 in store code when I hadn't even taken part in the promo.....which then stated 'voucher already used' when I tried it.

    So I asked the twitter team, on the 18th December they told me they had chased it up and would let me know as soon as they got an answer, long wait as I still haven't had a reply.

    Yep, great customer service, not misleading in their adverts whatsoever.

    That is one of many.
     
  28. Feb 14, 2018
  29. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    Never did i say they did not make mistakes. But that hardly makes them a bunch of untrustworthy crooks.

    Name a casino that has not made a mistake at one point or another. But near enough every advert they place and promotion they offer you receive what is on offer

    And to be honest if they were so bad and so untrustworthy why the hell would you be spending £1000 a week on them if you could not trust them and thought they were that bad.

    You even state that its only a few weeks since you stopped spending your money with them and that was becasue of one of their shop managers nothing to do with not trusting them.

    So you can not have it both ways. If indeed you think they are the most untrustworthy place out why did you use them so much.
     
    Last edited: Feb 14, 2018
  30. Feb 14, 2018
  31. DreamRJ

    DreamRJ Out of this world! MM webmeister

    Occupation:
    Gamble
    Location:
    RJVille UK
    But didn't Ladbrokes recently by coral group?
     
  32. Feb 14, 2018
  33. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    So I guess stealing from partners and retroactively changing terms makes them trustworthy?

    Nate
     
  34. Feb 14, 2018
  35. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    No never said that at all. I take nothing to do with affiliate side of things and yes i have heard that they went back on their agreements with affiliates and stopped paying them. That is wrong and i agree.

    I am talking about using them for betting purposes. And in that sense they are as reliable and trustworthy as you get and their punters get paid winnings without a fuss except in certain cases.

    For players in UK yes they are amongst the safest places to play. Same as William Hill that you would also not trust. To be honest i never said they were best you can get. I did state tho that for a UK player they are safest option out. If you stayed in UK and bet with them a nd used their shops you would know what i mean
     
  36. Feb 14, 2018
  37. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    Yes they are same group now.
     
    DreamRJ likes this.
  38. Feb 14, 2018
  39. aceking123

    aceking123 Ueber Meister CAG PABnononaccred MM

    Occupation:
    chippy
    Location:
    uk
    ladbrokes & Coral joined , but it has now been bought out by those who own foxes bingo i think.
     
    DreamRJ likes this.

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