Be Aware Exclusive Casino ignores their own Support

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
We've seen a number of cases recently -- including two PABs -- where players reported being repeatedly told by Support that a bonus offer "has no max withdrawal" and yet when they went to cash-out their winnings a max WD was enforced. What max WD you ask? Apparently the one specified in the general Terms:

6. Players will only be able to make a one-time withdrawal for a maximum amount of 10x the original deposit when the winnings result from playing a match bonus. Surplus winning credits will then be forfeited.
But what about the statements by Support that there were no withdrawal limits? The casino people say:

We apologized many ties ["times"?] for the mistake our support made when informing the client [clients]. Yet, we need to stick to our terms and conditions.
In other words, regardless of what Support says -- and repeatedly says -- the Terms are law, at least in this case. But it's not just "this case", it's several cases.

What we're seeing here is that the casino has opted for the "players were told to read the Terms" excuse, completely undercutting the value of their own Support people who apparently can't be trusted to give even the most basic guidance to players. A decent casino would honour the directions given by their staff to players and pay the winnings accordingly.

Be Aware: Customer Support at Exclusive Casino (exclusivecasino.com) cannot be trusted to speak reliably on behalf of the casino. Management can and will ignore what CS says to players when it suits them to do so.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
The casino says it was only two players on the same day and that they were "bonus abusers" but "our decision is not made on the player profitability but on how he took advantage of our regular promotions."

Take from that what you will. The Warning stands.
 

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