First Web Casino: Resolved

[Peaceful1]

I am starting a thread here as it applies (initially posted this under Casino Complaints-Non Bonus Issues) as it started as a technical problem.

I am only posting what is relevant here to the bonus issue involved.

Here we go:

January 18, 2007

After emailing the casino (I had to use their website support platform/online form as I was not able to send them direct emails without them getting "bounced back"), I received this response:

Dear Cindy,

Thank you for contacting First Web Casino and for informing us about the problems you are experiencing while trying to login to the casino.

First of all, I would like to apologize for the delay in replying to your email. Due to a technical problem with our systems, our reception of players' emails has been delayed and therefore our response times are currently longer than usual.

Please bear with us as we work to get our service levels back to the high standard you've come to expect at First Web Casino.

I am also sorry to inform that we are still experiencing technical problem with logging in to the real money mode on the downloaded software. We are sorry for the caused inconvenience and would like to assure you that our technical team is doing everything possible to reach a resolution as quickly as possible.

Kindly be advised that should this problem continue and your free spins offer is expired we will forward your details to our marketing department for further review to check if we are able to extend this special offer.

We very much appreciate your continued patience during this process, and will do everything possible to reach a resolution as quickly as possible.

In the meanwhile, please remember that our Customer Service Desk is available 24 hours a day, 7 days a week should you have any additional questions or concerns. Our toll-free numbers are listed below.

Best Regards,
Irit

First Web Casino Customer Service
A Jackpot Factory Casino


So, every couple of days or so (keep in mind that Free Spins Offer expired on Jan. 31), I would try to login as the agent advised me to do so. Problem still not fixed, all the way up to and past January 31st.

I contact them again (still through the website form as emailing is still a problem). This time I advise them of the still-present problem, the fact that the bonus has expired but CS stated they would look into a substitute should the login problem still persist and CAUSE ME to miss the offer, and the email problem.

Looks like they are on the ball regarding their response times, and they did fix the email problem (I guess they put me on their "Safe List" as this whole time I had them on mine, but my emails still bounced back). But, IMHO, this is the only thing they have improved.

January 25, 2007

I get a reminder email, subject reading "Don't forget your free spins!" How irritating, especially considering the problem is still ongoing, and this email states "Please contact our 24/7 customer support team if you have any problems receiving the free spins."

February 3, 2007

Received this email after contacting them AGAIN:

Dear Cindy,

Thank you for contacting First Web Casino regarding your free spins.

We apologize for the technical problems at the casino. To log-in to your casino account, fwrxxxxxxx, please click on the following link:
Link Removed ( Old/Invalid)

Then please select "Click here if you already have an existing account", enter your real account number, and click Submit. After that simply re-open the viper software and continue as usual.

Referring to your free spins, kindly note that we have passed on your details for this promotion to our marketing department for review, and will contact you as soon as we receive their response.

While we attempt to answer all questions of this nature promptly, please allow at least 24 hours for a response.

Thank you in advance for your patience.

Also be advised that you can send us your e-mails from your yahoo alternative e-mail address, in case you still experience problems with your registered one or simply request to update it to another e-mail address.

I hope this information was useful and hope to see you back at the casino soon.

Should you have any additional questions or comments, please don't hesitate to contact our Customer Service Desk on the toll-free numbers listed below. We are available 24 hours a day, 7 days a week for your convenience.

Best Regards,
Jana

On Behalf of Suzanna.
First Web Casino Customer Service

This is great, I am now able to log-on using the CSR's instructions (too bad they didn't tell me this BEFORE 1/31 so I could take part in the bonus offer, unless that option wasn't available at that time, of course.) Email is now working fine, and I feel assured they will give me some sort of offer equivalent. But then...

February 4, 2007

I get this email (I guess this is the follow-up from the promo dept.):

Dear Cindy,

Thank you for choosing to play with First Web Casino.

We regret to inform you that your free spins offer have expired on January 1st and is no longer available.

Don't forget that you we are still offering many wonderful and exciting promotions this month, such as The Sea of Love - Just deposit and play $100 or more that day and your guaranteed Valentine's bonus will be on Cupid's arrow the following day!

To read more, go to www.Firstwebcasino.com/promotions.php

Should you have any additional questions or comments, please don't hesitate to contact our Customer Service Desk on the toll-free numbers listed below. We are available 24 hours a day, 7 days a week for your convenience.

Best Regards,
Iris

On Behalf of Suzanna.

First Web Casino Customer Service
A Jackpot Factory Casino


Well...DUHHHH! Tell me something I don't know (regarding the comment stating the free spins expiring Jan. 31st)!!!

I express my disappointment, and advise (and attach the previous email) them of the promise to replace the offer should the spins expire while still having the log-in problem..and get this email:

Dear Cindy,

Thank you for contacting First Web Casino with your comments.

We are sorry to hear of the way you feel and that your recent experience at First Web Casino was not an enjoyable one.
Kindly be assured that the First Web Casino support and Marketing staff are doing their best work and efforts to ensure that you enjoy the best gaming experience we can provide.
To offer you another chance of a lucky win, I am pleased to tell you that you are eligible for the following special offer: a 10% cash back offer of up to $10 on your next single deposit of $10 or more.
Please contact our support desk for crediting once you have made your deposit, quoting this offer and including your name and casino account number.

Don't forget that our Customer Service Desk is available 24 hours a day, 7 days a week to answer any question you may have. Our toll-free numbers and email addresses are listed below. We look forward to hearing from you!
Best Regards,
Iris

On Behalf of Suzanna.

First Web Casino Customer Service
A Jackpot Factory Casino

A 10 PERCENT DEPOSIT bonus. How nice...so, in order to make this equal to a $10 chip gain from the casino, I would need to deposit $100. With the initial offer, I would only have had to deposit $0.

Tell me, how is this good customer satisfaction from an online casino? How difficult is it for them to post a $10 free credit into my account? I know that, technically, the Casino holds no liability concerning bonuses like this, and its not like fighting for your winnings/payout. But as far as morale goes, and customer satisfaction, they are extremely lacking. I am a Union woman, and, as far as I see it, they have reneged on their offer. I guess that, considering all that has been taken from us as far as deposit methods, being able to play, etc. they think we should be "lucky" we are able to play with them at all. Sorry, I am not that desperate. But, considering their past shenanigans, especially with the marketing/promo department..I guess I should not be surprised.

 

[mrracetrack]

I find it amazing what some casino reps will do to totally alienate players... when just an iota of common sense could avoid that happening.

Many times an "issue" that could be amiably corrected... and a player kept happy... is mishandled by these casino reps over a paltry $10.

Unbelievable that these issues still occur.

 

[Peaceful1]

I guess they are sticking to their guns...

Jackpot Factory Group support responded with this email:

Dear Cindy,

Thank you for contacting The Jackpot Factory Group with your comments.

We regret to inform you that the Marketing Department confirms that they are unable to reinstate the 10 free spins offer.

Please understand that since the promotion has now expired, we are unable to credit you with a free bonus without the Marketing Department approval. However, as you are a valued player, we are offering you this special 10% to ensure that once you are back playing with us, you receive another chance of a lucky win.

Kindly note that the offer is also valid for deposits of under $100, and that once you bring up the level of activity in your Casino account, we will gladly pass a request that your account will be reviewed for further bonuses.

Thank you for choosing to play with First Web Casino.

Should you have any additional questions or comments, please don't hesitate to contact our Customer Service Desk on the toll-free numbers listed below. We are available 24 hours a day, 7 days a week for your convenience.
Best Regards,
Iris
The Jackpot Factory Group

You do not have permission to view link Log in or register now.

That's OK...fortunately I still have other places I can play at

 

[vinylweatherman]

BS

Jackpot Factory Group support responded with this email:

Dear Cindy,

Thank you for contacting The Jackpot Factory Group with your comments.

We regret to inform you that the Marketing Department confirms that they are unable to reinstate the 10 free spins offer.BS1

Please understand that since the promotion has now expired, we are unable to credit you with a free bonus without the Marketing Department approval.BS2 However, as you are a valued player, we are offering you this special 10% to ensure that once you are back playing with us, you receive another chance of a lucky win.

Kindly note that the offer is also valid for deposits of under $100, and that once you bring up the level of activity in your Casino account (3), we will gladly pass a request that your account will be reviewed for further bonuses.

Thank you for choosing to play with First Web Casino.

Should you have any additional questions or comments, please don't hesitate to contact our Customer Service Desk on the toll-free numbers listed below. We are available 24 hours a day, 7 days a week for your convenience.
Best Regards,
Iris
The Jackpot Factory Group

You do not have permission to view link Log in or register now.

That's OK...fortunately I still have other places I can play at (4)

1) What rubbish, of course they can, it's a matter of applying the promotion onto your account individually rather than en-masse. They do apply other promotions on a per-account basis.

2) The marketing department unable to seek their own approval as per reply at (1).

3) This is the clincher - they seem to have you pegged as a potential "bonus abuser", with the suggestion that you don't have an account that is active enough to warrant CS to keep promises made to you earlier.

4) As you are from Maryland, perhaps CS know there is little point in keeping you sweet, as they may soon have to ditch all US players. This will be a certainty if Click2Pay decide to close existing US accounts, or disable deposits to casinos.
You may well be better off playing elsewhere. The free spins offer would not have amounted to a great deal unless you hit a big win, and would have been bonus money subject to 30x playthrough in any case.
The "Sea of love" promo is better anyway, as all you need to do is deposit $100 each day, and play it through once. 100 $1 bets on Blackjack should suffice, make it 101 to prevent a "rounding error" technical glitch in the promotion system. Playing just once should give you a 25% bonus on $100 (10% offer to $10, plus min sea of love of $15) If you play slowly, you will also be eligible for as many random $50 bonuses as hours you spend playing.

 

[Casinomeister]

I'm checking into this now. It really sounds quite unnecessary.

 

[Peaceful1]

Positive Update to this Situation...and many thanks to David Brickman!

and thank you, too, Bryan...if you had any part in this And to the posters in this thread for their supporting opinions!

I contacted David Brickman, the casino contact listed in this site as Spokesperson for Jackpot Factory Group...see below:

Hi Cynthia,

This is David Brickman again.

First, I would like to apologize for the run around you were given and the difficulties you had in claiming this offer. Basically there was a communications gap between our customer support center and the marketing department which is why your request for an extension was denied.

I am pleased to inform you that your account
(fwr05100696) has now been credited with a $25 bonus. We threw in a little extra to help make up for the hassle.

My apologies again for the delays and I hope you give our casino another change. I am sure you will find that this type of event was the exception and not the rule at First Web Casino.

Best of luck to you.

David Brickman
JF Spokesperson

My response:

Thank you so much, Mr. Brickman, for your prompt attention and resolution to this matter. You have certainly displayed a high level of professionalism and strove to achieve and maintain customer satisfaction in this situation.

I am glad that I contacted you in what initially felt like a "last resort" of an effort in what was a very frustrating ordeal. It truly does make a difference, and I will be sure to update my thread concerning this matter.

Glad to know I still have this casino, as well as other Jackpot Factory casinos, as a positive option for online gaming.

Again, thank you for all your assistance.

Cynthia Brown