edw123
Dormant account
- Joined
- Oct 25, 2012
- Location
- New Zealand
Hi,
Just to tell my story about experiences with Casino Rewards - their business practices, approach to customer services, and in extention, the attitude of the interactive gaming council.
I won't beat around the bush - I have had problems with gambling in the past. So much so, that when, after some significant losses at a number of Casino Rewards casinos earlier this year, I made a decision to permanently self exclude myself to said casinos (I did the same with other Casinos, all of whom have honoured this).
At first all was fine. Contacted Customer Services, accounts were closed, spam e-mail and postal communications ceased, no problem.
Then, over the last 3 months or so, the Spam e-mail started up again, as did the Postal stuff. In a moment of weakness, I was then able to reopen one of these Casino Rewards accounts, and stake and lose a large sum of money.
When I subsequently complained about this to customer services, I was told to fill in a specific self exclusion form and send off to a specific location. When I explained that I had already self excluded, I was told to contact the "Risk Department". When I did this, I got a host of e-mails back from one individual who told me that they had no record of self exclusion, as they didn't have "the form". I in turn asked them to review the other Casino Rewards accounts to find evidence of my request. I was met with the same, repeated request to "fill in the form", although they did claim to have then self excluded me.
In the meantime, spam about offers still came to my e-mail inbox and home address - and still does.
I contact the interactive gaming council about this issue (and provided evidence), but to date, no response or recognition - bar Casino Rewards refusing to look further into my complaint as it's "with a legislative body."
I find the business process and customer services here from Casino Rewards dreadful.
I guess whilst you yourself might ask how this is relevant to you, as you're not a "problem gambler", I guess you'd have to ask yourself how trustworthy a casino where the customer services team (and indeed the legislative body) refuse to acknowledge or even discuss breaches of their own terms and conditions is.
Just to tell my story about experiences with Casino Rewards - their business practices, approach to customer services, and in extention, the attitude of the interactive gaming council.
I won't beat around the bush - I have had problems with gambling in the past. So much so, that when, after some significant losses at a number of Casino Rewards casinos earlier this year, I made a decision to permanently self exclude myself to said casinos (I did the same with other Casinos, all of whom have honoured this).
At first all was fine. Contacted Customer Services, accounts were closed, spam e-mail and postal communications ceased, no problem.
Then, over the last 3 months or so, the Spam e-mail started up again, as did the Postal stuff. In a moment of weakness, I was then able to reopen one of these Casino Rewards accounts, and stake and lose a large sum of money.
When I subsequently complained about this to customer services, I was told to fill in a specific self exclusion form and send off to a specific location. When I explained that I had already self excluded, I was told to contact the "Risk Department". When I did this, I got a host of e-mails back from one individual who told me that they had no record of self exclusion, as they didn't have "the form". I in turn asked them to review the other Casino Rewards accounts to find evidence of my request. I was met with the same, repeated request to "fill in the form", although they did claim to have then self excluded me.
In the meantime, spam about offers still came to my e-mail inbox and home address - and still does.
I contact the interactive gaming council about this issue (and provided evidence), but to date, no response or recognition - bar Casino Rewards refusing to look further into my complaint as it's "with a legislative body."
I find the business process and customer services here from Casino Rewards dreadful.
I guess whilst you yourself might ask how this is relevant to you, as you're not a "problem gambler", I guess you'd have to ask yourself how trustworthy a casino where the customer services team (and indeed the legislative body) refuse to acknowledge or even discuss breaches of their own terms and conditions is.