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Discussion in 'Online Casinos' started by Rusty, Jan 1, 2007.

    Jan 1, 2007
  1. Rusty

    Rusty Banned User - repetitive flaming

    Occupation:
    IT
    Location:
    Manchester UK
    My New Years resolution is to be a little more light hearted when dealing with Casino customer support and here is the result of my new philosophy being applied to Palace group's CS.

    My original letter;

    I understand that Mummys Gold Casino are perfectly within their rights not to offer any bonus under their T&C's but You have not addressed the issue of what difference it makes if I claim £20 twice or £40 once regardless of your T&C's. Just because it is there does NOT make it right and you have not mentioned if you intend to revise future promo emails to include the T&C's or revise the way the offer can be claimed.
    >You will note that I have almost earned enough loyalty points from wagers to claim a Bonus but you may keep this as I have no intention of unlocking my account because;
    > You gave me no reason why my account had been locked in the first place and without any notification or justification even though I requested this information.
    >I find this totally unacceptable and will not playing at any of your Casinos in the future.
    >
    >Yours sincerely
    >
    >D.xxxxxxxx


    Palce Group response;



    >
    >Hi there David,
    >
    >Account number: xxxxxxxxxxxxx
    >
    >Thank you for e-mailing Mummys Gold Casino.
    >
    >Kidnly note that the promotional email does contain the terms and conditions David. All you have to do to view this would be to go to the promotional link for the specific promotion.
    >
    >We trust that this assist you and your understanding in this regard is very much appreciated.
    >
    >Should you require any further assistance or have any suggestions, please feel free to contact our friendly help desk. We are available 24 hours a day 7 days a week for your convenience.
    >
    >
    >Kindest regards,
    >
    >Wayne
    >Customer Service Representative


    My New Years resolution kicks in;


    Here is a suggestion,
    Improve your understanding of the English language.
    This may help you address the concerns and or questions of your customers as well as helping you avoid contradictory phrases such as;

    "Kidnly note that the promotional email does contain the terms and conditions David. All you have to do to view this would be to go to the promotional link for the specific promotion."

    I guess the answer as to why my account was locked is in Lord Lucan's pocket?


    I trust that this assist you in your understanding of this matter.

    Yours patronisingly

    D.xxxxxxxxx

    I hope it gives them and you a smile.

    Happy New Year!
     
  2. Jan 1, 2007
  3. jerrylee

    jerrylee Dormant account

    Occupation:
    policymaker
    Location:
    Playa del Vaquero (I wish)
    David, as humorous as you think this sounds, it's also condescending. Mummy's CS will be confused on the Lord Lucan's pocket, but otherwise just ignore you.
    Don't count on your account being reopened anytime soon.
     
  4. Jan 1, 2007
  5. Rusty

    Rusty Banned User - repetitive flaming

    Occupation:
    IT
    Location:
    Manchester UK
    David, as humorous as you think this sounds, it's also condescending. Mummy's CS will be confused on the Lord Lucan's pocket, but otherwise just ignore you.
    Don't count on your account being reopened anytime soon.


    1) Almost as condesending as their responses.
    2) Do you think I would every play at their Casinos again
    3) They will take it as it is meant, tongue in cheek fun.
    4) Read the Title of the thread.
     
  6. Jan 2, 2007
  7. jerrylee

    jerrylee Dormant account

    Occupation:
    policymaker
    Location:
    Playa del Vaquero (I wish)
    Fair enough, but how about in an act of good faith, helping the casino to improve their CS experience. They always love constructive critcism...so, how would you have phrased the bonus offer, or their response to a player?

    of course, "for entertainment purposes only".
     
    1 person likes this.
  8. Jan 2, 2007
  9. Rusty

    Rusty Banned User - repetitive flaming

    Occupation:
    IT
    Location:
    Manchester UK
    Funny you should ask that and funny I should recieve this today.



    Happy New Year David!

    Celebrate the arrival of 2007 at Mummys Gold and take advantage of an amazing...

    - '100% New Year Bonus*' - based on your 1st deposit of 2007!

    Note: max. New Year Bonus is £50 and will be credited to your Bonus Account.

    --------------------------------------------------------------------------------

    Promotion Details:

    Start and End Times: 6pm ET. (10pm GMT.)
    From: Sunday, December 31st, 2006
    Until: Thursday, January 4th, 2007


    Click here to claim this promotion


    Now that is how it should be done as opposed to

    Hello David,

    Celebrate the Festive Season at Mummys Gold and double your play with an exciting...

    - '100% Festive Bonus*' - based on all deposits!

    Note: max. Festive Bonus is £50 and will be credited to your Bonus Account.

    --------------------------------------------------------------------------------

    Promotion Details:

    Start and End Times: 6pm ET. (10pm GMT.)
    From: Thursday, December 21st, 2006
    Until: Wednesday, December 27th, 2006


    Which I would ammend to;

    Hello David,

    Celebrate the Festive Season at Mummys Gold and double your play with an exciting...

    - '100% Festive Bonus*

    Note: Bonus may only be claimed once upto a max Festive Bonus of £50 and this will be credited to your Bonus Account.

    --------------------------------------------------------------------------------

    Promotion Details:

    Start and End Times: 6pm ET. (10pm GMT.)
    From: Thursday, December 21st, 2006
    Until: Wednesday, December 27th, 2006


    If I were in support and were open to some constructive critisim I would view my original response to them as constructive in the following ways;

    1) Do not lock a players account on a whim.
    2) If we do lock a players account at least have the good grace to advise them that we have done so.
    3) If we do at least advise them we have locked their account lets be good enough to actualy inform them of why and give them a right to reply.
    4) Do not do the opposite of all the above and then make an offer of goodwill as this may be seen as churlish or incompetent.
    5) When a player emails us with their concerns lets actualy read what it says then maybe we can reply with a relevant answer.

    .....and then I woke up :p
     
  10. Jan 2, 2007
  11. onemoorebaby

    onemoorebaby Dormant account

    Occupation:
    dad
    Location:
    australia
    I honestly do not think there terms could be much clearer on the claim form which the emails always say to click on to read more about it.

    Have you had a reason as to why your account was closed yet?
     
  12. Jan 2, 2007
  13. Rusty

    Rusty Banned User - repetitive flaming

    Occupation:
    IT
    Location:
    Manchester UK
    I honestly do not think there terms could be much clearer on the claim form which the emails always say to click on to read more about it.

    Have you had a reason as to why your account was closed yet?


    Fair comment
    The terms are on the claim form but silly(tired) me did'nt read them. I just think they should be in the email that is promoting the offer.
    As I have said all along though I do not see what difference it makes as long as you only claim the bonus you would be entitled to on 100% deposit upto 50, maybe it is just a software thing.
    Anyway they chose not to make an acception for me even though I play there regularly without bonus and never cash out.
    They were perfectly entitled to take this approach it is just one that I do not agree with.
    However I do not accept they were entitled to lock my account without notification or good cause.
    I have had no reason because there is no reason.
     

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