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Extreme stupidity at Aces High Casino!

Discussion in 'Online Casino and Poker Complaints - old section' started by Embalu, Nov 16, 2004.

    Nov 16, 2004
  1. Embalu

    Embalu Full Member

    Location:
    Hungary
    Here is an extract of my e-mail conversation with them. No comment...

    ----------------------------------------------------------------------
    ------------
    1st November
    ------------
    Dear Balazs

    Your Buy US$50 Get US$25 Sign-on bonus claim has been successful.

    Your Aces High Real Account has been credited with your bonus.
    ----------------------------------------------------------------------
    Dear Support,

    I claimed the "buy 50 get 20" offer, not the "buy 50 get 25" offer,
    because I would like to play blackjack.
    ----------------------------------------------------------------------
    Hi there Balazs,

    Thank you for emailing Aces High Online Casino.

    Our records indicates that you claimed the "Buy $50 Get $25" sign on
    bonus. Therefore this offer was credited into your account.

    Please be informed that we do not manually credit any casino account. It
    is done automatically within 24-72 hours by our server after player has
    submitted his claim.
    ----------------------------------------------------------------------
    Dear Support,

    No-no, I know what I am talking. I tried it again so I can tell that
    every time when I select the "buy 50 get 20" offer, the e-mail feedback
    says that I have claimed the "buy 50 get 25" offer, so there`s an error
    on the webpage. You can try it for yourself.
    ----------------------------------------------------------------------
    Hi there Balazs,

    Thank you for your email.

    We highly appreciate your feedback and will forward your query to our
    Promotion Specialist. We can confirm that Aces High Online Casino has a
    "Buy $50 Get $10, Buy $50 Get $20, Buy $50 Get $25, Buy $50 Get $75 and
    Buy $50 Get $100. According to our records you have chosen the Buy $50
    Get $25 therefore your casino account was credited with Free $25 on the
    01 November. Please familiarise yourself with the terms and conditions
    by accessing the following link
    You must register/login in order to see the link.
    ----------------------------------------------------------------------
    ------------
    4th November
    ------------
    Dear Support,

    I understand that you have to deal with a lot of stupid customers, so
    it`s logical to assume that I am one of them, but as I mentioned in my
    last e-mail, I know what I am talking.

    Now this is my 3rd e-mail in this matter, I hope that this time it will
    be clear what I`m trying to tell.

    The problem is that there`s an error on the webpage of the casino.
    Anytime when a player selects the "buy 50 get 20" promotion, the system
    treats it as if the "buy 50 get 25" promotion had been selected. (I
    tried it on 3 different days.) This causes that your records show that I
    have selected the "buy 50 get 25" promotion, but in fact, I have
    selected the "buy 50 get 20" promotion.

    I repeat: there`s an error on the webpage. I have selected the "buy 50
    get 20" promotion, not the "buy 50 get 25" promotion. I UNDERSTAND that
    your records show (incorrectly) that I have chosen the "buy 50 get 25"
    promotion, there`s no use to repeat this again and again.

    If you still don`t believe me, next time I will send screenshots in
    order to prove that I am right.

    In order to solve this issue, please:

    (a) Remove the 25 (joker poker) bonus from my account and add the 20
    (blackjack) bonus instead.

    OR

    (b) Leave the 25 bonus on my account but allow me to play blackjack
    instead of joker poker.

    Plus, it would be nice to correct the error on the webpage. In this way,
    other players won`t need to encounter this problem in the future.
    ----------------------------------------------------------------------
    Hi there Balazs,

    Thank you for your email.

    Kindly be advised that we have removed the 25 credits from your casino
    account and credited it with the 20 credits for blackjack play.
    ----------------------------------------------------------------------
    Dear Support,

    This change haven`t appeared on my account, my balance in the casino is
    still 75 credits (50+25)!
    ----------------------------------------------------------------------
    Hi there Balazs,

    Thank you for e-mailing Aces High Online Casino.

    Kindly note that your details have been sent to our Promotions
    Department and they will be reversing the $25 bonus from your gaming
    account.

    Once this has happened a claim for the $20 will be submitted for you.
    Please allow up to 24 hours for this new bonus to reflect into your
    gaming account. We do apologize for any inconvenience caused by this
    timely delay to you.
    ----------------------------------------------------------------------
    ------------
    9th November
    ------------
    Dear Support,

    Now more than 100 hours have elapsed instead of 24. Is there any news??
    ----------------------------------------------------------------------
    Hi there Balazs,

    Thank you for emailing Aces High Online Casino.

    Please note that we do really apologise for the delay as our marketing department only got back to us recently.

    We have removed the $25 and replaced it with the $20 bonus.

    In total your casino account will be credited with $70 for the promotion on Blackjack only.

    Your casino account will be credited with $70 within 1-2 hours.

    Once again we do apologise for the delay.
    ----------------------------------------------------------------------
    -------------
    15th November
    -------------
    Dear Support,

    Ok, I received the replacement and played blackjack but when I tried to
    withdraw, I received a message that I have not met one of the
    requirements. I have read the terms&conditions carefully and I think
    that I have met all of the requirement, so this must be an error. Please
    check it!
    ----------------------------------------------------------------------
    -------------
    16th November
    -------------
    Hi there Balazs,

    Thank you for emailing Aces High Online Casino.

    As per terms and conditions of the promotion, kindly be advised that you were quiredt to play on Joker poker as well as Double Joker Poker. You have played on Black Jack, and as a result you will not be able to make withdrawal, until you meet the wagerring requirements.

    To view more information about the Promotion, kindly go to the following link, You must register/login in order to see the link..
    ----------------------------------------------------------------------
     
  2. Nov 16, 2004
  3. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Hi Embalu,

    Opps - worong casino :oops:
     
    Last edited: Nov 16, 2004
  4. Nov 16, 2004
  5. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    :D I'm working my ass off behind the scenes with three computers and a laptop. So I mistakenly thought you were referring to aces-games.com and made some disparaging comments - oops! :oops:

    Anyway, looks like someone is having a bad day at Aces High.
     
  6. Nov 16, 2004
  7. quber

    quber Senior Member

    Occupation:
    spy
    Location:
    Europe
    That is brilliant, how do these people get jobs in the first place?

    Boss: do you know anything about casinos?
    Candidate: No

    Boss: do you understand what people say to you?
    Canditate: No

    Boss: do you like helping people?
    Canditate: No

    Boss; Perfect, you can start tomorrow.


    I can't believe that after all that hassle they didn't just give you the bonus money with no wagering requirements.

    some places haven't got a clue
     
    1 person likes this.
  8. Nov 16, 2004
  9. DealerBusts

    DealerBusts Dormant account

    Location:
    UK
    I couldn't agree more. Once i had a 15 minute discussion with a CSR about the wagering requirements. He kept saying the wagering requirement was 10x. I kept asking whether it was 10x Bonus or 10x (Deposit + Bonus) since there is a big difference. Anyway he said it was 10x Bonus and then only to say he had been mistaken after the bonus had been credited and it was actually 10x (Deposit and bonus). You won't believe how pissed i was after i got him to previously state, restate and confirm the wagering requirements.
     
  10. Nov 16, 2004
  11. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    :lolup: With their sense of timing, they'd probably turn up 3 weeks later!

    I can't believe people with such low I.Q. can even get out of their bed in the morning, let alone work in a CS department. That's diabolical!
     
  12. Nov 16, 2004
  13. trick

    trick Dormant account

    Embalu: How annoying!!!

    But this was one of the funniest posts I read here in a long time.. Your skillfull comments to the CSR about how it is understandable to mistake you for the usual stupid customer just took the prize!!! :lolup: Very sharp and very funny

    :notworthy :notworthy :notworthy :notworthy :notworthy
     
  14. Nov 17, 2004
  15. irebal

    irebal Dormant account

    Location:
    usa
    :lolup: This was one of the best laughs I've had this year...thanks!
     
  16. Nov 17, 2004
  17. Black21Jack

    Black21Jack Dormant account

    Occupation:
    Courier driver
    Location:
    Toronto, Ontario, Canada
    What a pain in the rear for a measley $20, not to mention that you have locked your money into these stupid wagering requirements.
     
  18. Nov 17, 2004
  19. Embalu

    Embalu Full Member

    Location:
    Hungary
    casinomeister: Ok, no problem. :) Anyway, Aces High is a Microgaming casino owned by Belle Rock Gaming.

    trick, irebal and others: I'm happy that I could make you laugh. :) In fact, this is the point when there is more fun in contacting the support, than in playing at the casino. :lolup:

    The best part is that after they finally removed the joker poker bonus and put the blackjack bonus to my account instead, they mentioned twice that for this bonus I can play only on blackjack. You can imagine my reaction when, after this, they said that the problem is that I have played on blackjack...

    This was when I thought that the time has come to post the conversation here. In this way, I won't be the only one who can laugh on this. :)

    Maybe I will give the link of this thread to the Aces High support, too...
     
  20. Nov 17, 2004
  21. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Hi Embalu,

    I'm assuming that now everything is cool, right?
     
  22. Nov 18, 2004
  23. Embalu

    Embalu Full Member

    Location:
    Hungary
    Not really, but only because I haven't had time to write to them yet. Today I'll send them an e-mail and I'm sure that at the end (hopefully within 1-2 weeks :) ) they'll understand that this withdrawal should be processed.
     
  24. Nov 18, 2004
  25. jerseyguy11

    jerseyguy11 Dormant account

    Location:
    new jersey
    very funny stuff ha :lolup:
     
  26. Nov 23, 2004
  27. Embalu

    Embalu Full Member

    Location:
    Hungary
    The fun continues!! :)

    -------------------------------------------------------------------------
    ---------------
    20th November
    ---------------
    Dear Support,

    After many-many e-mails the joker poker bonus (that was mistakenly given) was removed from my account and the blackjack bonus was put instead of it. You reminded me twice that this bonus is for blackjack play only, so I played blackjack. After all of this, it is a really silly thing to say that blackjack is not allowed. So, please process my withdrawal.

    Anyway, our e-mail conversation history has become worth of publicizing. I posted them in the Casinomeister's forum, you can find it here, as well as the reaction of other people (for example, "This was one of the best laughs I've had this year...thanks!") at this link:

    http://www.casinomeister.com/forums/showthread.php?t=6256
    -------------------------------------------------------------------------
    Hi there Balazs,

    Thank you for e-mailing Aces High Online Casino.

    Kindly note that we have been in contact with our Promotions Department and have resolved this matter for you. Please withdraw this amount from your gaming account and we will make sure this is processed to you immediately.

    We do apologize for any inconvenience caused by this timely delay to you.
    -------------------------------------------------------------------------

    After this, I made the withdrawal again, and today I received an e-mail that the withdrawal was denied and the amount was returned to my casino account again. :)

    This is getting really ridiculous. :lolup:

    I'll write to them again soon and I'll post here if there are any new developments.
     
  28. Nov 23, 2004
  29. pokermaven

    pokermaven Dormant account

    I can't wait till I go to vegas.

    Thank g-d I won't have to deal with complete morons who have an Iq below 50, and wait a week to cashout my money. Online gambling really really sucks compared to the real thing. Maybe I should just move to vegas, and never visit an online casino site again.
     
    Last edited: Nov 23, 2004
  30. Nov 25, 2004
  31. Embalu

    Embalu Full Member

    Location:
    Hungary
    Yesterday a Customer Service Team Leader contacted me by phone. Our conversation lasted for almost 20 minutes.

    He's read the posts in this forum and apologized in the name of the casino and also offered me Ł50 as a form of apology.

    He also asked if I have any suggestions in order to improve their service. I told him that the representatives should read the history of the e-mails before they answer, in this way, situations like this can be avoided.

    I also told him that when I posted the e-mails here, in this forum, it was not my goal to make a negative effect on the reputation of the casino, simply I wanted to share the fun with other people. He told me that things like these are, of course, bad for them, but these also allow them to learn from their errors and to improve their service.

    I really appreciate this approach.

    Unfortunately my oral English is not so good as my written English, so I wasn't able to understand everything he said so I would like to encourage the representatives of the casino that if they have any comments, they should post them here in this forum.

    Finally, here is the e-mail he sent me after our phone conversation:

    -------------------------------------------------------------------------
    Hi there Balazs,

    Re: Our telephonic conversation.

    Firstly I would like to apologize for the replies and support that you have received from our representatives. This is not the kind of service that we want or normally give. We pride ourselves on giving world class service every time. Even our motto reflects our beliefs in this regards: " First Time, On Time, Every Time Query Resolution"

    This is the mentality that we are implementing and striving for. We understand that some times errors do occur and when this happens we do our outmost to rectify them.

    I thank you for bringing this situation to our attention as we can only learn from our errors. Even if we don't like reading or hearing about situations like this, they serve the purpose of allowing us to improve our service to our customers. The agents that responded to you will be undergoing corrective training.

    I have taken note of your suggestions and am glad to inform you that many of them have already been implemented into our training systems.

    As discussed, I have instructed our Payment Processing Centre to process your withdrawal without delay. They have confirmed that the withdrawal is going to be processed immediately.

    I have offered you a Ł 50 complementary, that you graciously have accepted, as a form of apology. These you can play with as you like without any wagering requirements attached to them.

    Once again I have to thank you for accepting the apology that the casino has offered to you through me.

    Should you have any other concerns and ideas that would allow us to improve our service even further, please feel free to forward these to us. Should you do so, please add in the subject line "For the Attention of the Team Leaders"

    Kind Regards

    Stefano
    Customer Service Team Leader
     
  32. Nov 25, 2004
  33. padanian

    padanian Experienced Member

    Occupation:
    marketing manager of a medium sized tourist compan
    Location:
    Italy
    Well, that's a good result: I never got a single reply to my mails to this casino (while I never had problems with any other casino of this group).
    And I can see you took the whole thing with a good spirit. :)
     
  34. Dec 7, 2004
  35. bellerock

    bellerock Casino Representative

    Occupation:
    CSR Supervisor
    Location:
    South Africa
    Hi Embalu,

    Thanks for brining this to our attention. I am pleased that it has been addressed, and I will again apologize for the poor way in which this was handled. Thank you for your patience.

    Best regards,

    Belle Rock
     

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