Bitch and Moan FRUSTRATED is an understatement

Mummyof3

Full Member
Joined
May 18, 2015
Location
Australia
Ok, here's my bitch!

A casino, I won't yet name, that I am a regular (multiple times weekly) player at is driving me batty!
I am having an issue with the current promo, the prizes I win and claim are not being allocated to my account.
I have repeatedly contacted the casino via chat to try to explain what's happening but I can seem to get them to comprehend.
I'm fairly certain that when my user name flashes up on their chat screen, it's flashing red, with a siren screaming 'SCAMMER, DO NOT LISTEN'
Before I start to explain the issue, I'm told all prizes have been allocated, you are not owed anything.
For the last 3 days I have been told I'm on level 16, even though I have since gone up another 5 levels!
I ask them to look at the gameplay history to confirm I'm not lying and am told, 'we're really busy, you look and get the number of the game you think you haven't been paid out for'. I've never stated that I'm missing a pay out, just the prizes awarded in the promo, but I can't seem to get any one to take me seriously or to investigate for me.
On the day it started I played 2 different slots, Giant Panda and Avalon, the one person that actually bothered to look at my history informed me, very rudely that I hadn't played those two games at all, and wrote a long list of games that his 'side' showed me playing. I hadn't played any of the games on his list at all and the games I did play, he couldn't see! I stated that was proof there was an issue, he claimed it is proof I am lying. The next day my game play history showed that I had played Panda and Avalon but by then they were not at all interested in looking back into it.
I've written the op manager an email on here trying to explain to him what's been happening. Let's see how that goes..........

AHHHHHH!
 

lockinlove

Staring into the sun
PABaccred
PABnonaccred
Joined
Jan 17, 2014
Location
Canada
video record or screenshot you playing a game they are saying you arent.

Also this sound like BetAt. Confirm?

If you are telling the truth, this casino cannot be accredited the way you are saying they deal with this.
 

PaaskeDenmark

Always think positive
webmeister
PABnoaccred
CAG
Joined
Nov 24, 2008
Location
UnKnown
video record or screenshot you playing a game they are saying you arent.

Also this sound like BetAt. Confirm?

If you are telling the truth, this casino cannot be accredited the way you are saying they deal with this.

Betat do not have levells. With level it sounds 99% like Videoslots or LeoVegas. Hmmm or could this be Casumo?? nah no chance for that as their support are top notch and never rude.
 

PaaskeDenmark

Always think positive
webmeister
PABnoaccred
CAG
Joined
Nov 24, 2008
Location
UnKnown
Ok, here's my bitch!

A casino, I won't yet name, that I am a regular (multiple times weekly) player at is driving me batty!
I am having an issue with the current promo, the prizes I win and claim are not being allocated to my account.
I have repeatedly contacted the casino via chat to try to explain what's happening but I can seem to get them to comprehend.
I'm fairly certain that when my user name flashes up on their chat screen, it's flashing red, with a siren screaming 'SCAMMER, DO NOT LISTEN'
Before I start to explain the issue, I'm told all prizes have been allocated, you are not owed anything.
For the last 3 days I have been told I'm on level 16, even though I have since gone up another 5 levels!
I ask them to look at the gameplay history to confirm I'm not lying and am told, 'we're really busy, you look and get the number of the game you think you haven't been paid out for'. I've never stated that I'm missing a pay out, just the prizes awarded in the promo, but I can't seem to get any one to take me seriously or to investigate for me.
On the day it started I played 2 different slots, Giant Panda and Avalon, the one person that actually bothered to look at my history informed me, very rudely that I hadn't played those two games at all, and wrote a long list of games that his 'side' showed me playing. I hadn't played any of the games on his list at all and the games I did play, he couldn't see! I stated that was proof there was an issue, he claimed it is proof I am lying. The next day my game play history showed that I had played Panda and Avalon but by then they were not at all interested in looking back into it.
I've written the op manager an email on here trying to explain to him what's been happening. Let's see how that goes..........

AHHHHHH!

Since you have made your post and also stated contacted their Rep. Then please do name the Casino. Or else there is really no point in making a new thread. As long as you stick to exactly what happened then it is good for other players and members here to hear what happened.

Also I understand if you made this post in anger but it might be a good idea if you tried separating it a bit as a bit hard to read everything stuck together :thumbsup:
 

PaaskeDenmark

Always think positive
webmeister
PABnoaccred
CAG
Joined
Nov 24, 2008
Location
UnKnown
Oh true lol. Just some of the tone of support staff he was explaining reminded me of BetAt sometimes

Whoops yeah from some old threads yeah ur right. I have lost a lot for these guys since they totally decided to ignore me both in pm's and in thread I posted about wrongly posting "Free cashback" oh well but I better leave it at that. Still a great casino and some good people behind it I know that for sure. And they have a rough time since that DDOS attack so yeah could had been related.

But nonetheless I hope OP will come forward with name of Casino. Though best would had been not to make a thread before waiting at least for answer from REP or 48-72 hours.
 

hhhelllo

Not really here
PABnonaccred
MM
Joined
May 31, 2015
Location
canada
Maybe it's because you are playing in a different timezone? It could be the problem... Why wouldn't you name the casino?
 

Mummyof3

Full Member
Joined
May 18, 2015
Location
Australia
It could be the time zone difference....
It could be a lot of things....
It's probably their frustration at my frustration of not being able to clearly state the issue so they can understand and help.
As noted in a comment above my messages have been typed in frustration, rushed and not easy to read.
My bitch and moan is equal parts towards the casino staff for not understanding my jibberish and at myself for not being able to express myself.
I understand that every time I connect to chat, I reach a different person, and have to explain the situation from scratch.
I contacted the rep today and explained in a loooong email exactly what happened from start to now in the hope that it will make sense to someone who can explain what has happened to me.
I opened the email by stating that I love the casino, the promo's and bonus's and that I have always found the staff polite, knowledgable and good good at their jobs.
I know from my own experiences and from what I have read that Casino has an excellent reputation, I have screen shots of the chat sessions and data from my history to back up everything I have said, that's why I am frustrated. I am 100% sure there is a simple solution or explanation, I just can't seem to find it....
P.s Not one of the casino's mentioned above is the casino I am talking about.
 

Mummyof3

Full Member
Joined
May 18, 2015
Location
Australia
Just to clarify something I said in my half crazy rant.
The Casino rep did not actually call me a liar or say that I was lying, he said your telling me one thing but my information says an entirely different thing.
I was offended at his implication I was lying. Still am actually......
 

asadzareef89

Meister Member
MM
Joined
Feb 13, 2013
Location
United Kingdom
Just to clarify something I said in my half crazy rant.
The Casino rep did not actually call me a liar or say that I was lying, he said your telling me one thing but my information says an entirely different thing.
I was offended at his implication I was lying. Still am actually......

it is another way of calling you a liar, i once had that with an accredited casino and i asked him '' are you trying to imply i'm lying'' which did the trick and he apologized and told me he will have the concerned department deal with it immediately

Anyways, the way the casino responded to you query is pretty bad, they should all take a lesson from trada, casumo and casinoroom support staff, found these 3 to be the best

Had one minor issue with casumo but that was dealt with and since then always get top service, Guts/32red I ave no idea as havent had a chance to interact a lot with them but from what i read at CM they are top notch too
 

Mummyof3

Full Member
Joined
May 18, 2015
Location
Australia
The Rep has been in touch but unfortunately raised in more questions. He listed off the promo prizes I have won, but just the info the chat rep gave me that I was originally questioning.
I've asked if it's possible that I didn't claim the prize correctly and redid the promo. That's the only possibility I can think of.
He said one deposit bonus wasn't allocated, and but would be made available on my next deposit (a bit cheeky I think, and considering I've made several deposits since then, I think he should have applied 10% of the amount of the deposit it should have been allocated to originally)
He also said in one of the earlier prize wins, and I claimed and played free spins on Lucky Witch, I only play on my iPhone, and Lucky Witch isn't available on mobile.
I remember the first prize was 10 free Avalon spins, I'm not suggesting I didn't receive or play them, I just think it's strange that they have Lucky Witch on their record of events.
I'm also questioning why my game play history session that should show the promo info is blank.
Does anyone know if that's normal?
Last thing, I've always had a match deposit available on my account.
After finding the casino chat rep particularly insulting, i read reviews on some other casinos, (more than prepared to take my deposit money to a casino that doesn't suggest I'm lying in order to receive 10 free 20c spins worth a total of $2.) I registered for another casino, didn't deposit or play, and now my deposit match bonus (3 per day actually) on the frustrating casino are no longer available..
I've obviously missed something in the t's and c's, and but can't seem to find anything to explain that either.
Am I nit picking?
Every time contact is made I'm left with more questions?
I'm definitely shopping for a new Casino. I won't stay where I'm not welcome and they clearly couldn't care less.
 
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