Hilariously bad VIP "support" from casino mate

[TheresNoDInBonanza]

Unfortunately as I'm in Australia I only have two options of casino now, House of Jack and Casino Mate.
Due to this I've deposited hundreds of times at each and many hundreds of thousands of dollars.
I've never really had any major issue with them until now, and this is enough to ensure I stop gambling based on principal alone, and all over $50.

A few weekends back HoJ and CM were undergoing website maintenance, I tried to deposit $50 at HoJ and it all went through "successfully" but the money did not show up in the HoJ account - I went and tried at CM and the same exact thing happened. I checked my bank account and both had clearly been debited from my account.

I emailed HoJ support and my "VIP" host at CM saying I'd deposited and not been credited; HoJ support immediately said it was due to the upgrades and that they could not do anything about it at the moment but I would be credited as soon as the upgrade was done, two days later the $50 showed up in HoJ.

However my VIP host at CM came back and said he had talked to the "finance department" and I had entered the wrong CVC code in, this of course makes no sense as the money had exited my bank account which I'd sent him clear proof of. Regardless he stuck to his guns and refused to credit the $50. I said if you're not going to credit my money you can forget getting any more- still not budging I told him to close my account in disgust.

I simply can't believe that "VIP" support would throw away a daily depositing, high volume player, over $50, that they stole from my account anyway!

Suffice it to say I'm gobsmacked and have decided to call it quits with online gambling until/if any decent joints become available in Australia.

/rant

HoJ review is right here.
CM is reviewed here.

 

[TheAverageGuy]

That is indeed absolutely ridiculous. With the wrong CVV you never would have made it beyond the payment page.

I have accounts at both, only really play at HOJ anymore due to processing times.
They're basically identical in design and offerings, but HOJ has 4 hours pending, CM has 24.
I asked CM if they would be lowering theirs to match HOJ and got a flat no.. so ok HOJ it is.

I suppose they get paid either way, but that kind of rigid adherence to their policy despite it's abject stupidity says a lot about a site.

looks like @JackedAff hasn't been online in a few months..
Can always link the post to their social media pages, everyone knows that's how things get solved these days ;-)

 

[TheresNoDInBonanza]

Can always link the post to their social media pages, everyone knows that's how things get solved these days ;-)

I would but I don't want my dear old mother to see me posting to casinos I figure it's enough negative publicity posting about the issue here as this site's one of the biggest.

And frankly even if they offered to oh-so-generously credit the fifty I'm pretty sure I'd still not play there again after this.

Deposit money > account not credited > denial from "vip" support despite clear evidence really says all you need to know about the joint.

 

[TheresNoDInBonanza]

As an online business owner myself I just find it unfathomable that you'd employ VIP support staff that refuse to credit a valid $50 deposit to a player that's deposited and lost over $15,000 in an evening with your site before.

Yes, let's steal this guys $50, I'm sure that will encourage him to keep depositing!

E: oh and the cherry on the cake is they said "contact your bank" - who of course said that yes the money was clearly debited, contact the business- and if it's a casino; chargeback the last six months deposits!

 

[TheAverageGuy]

Really the fact that you weren't just auto-credited with a bonus along with your deposit speaks volumes about the "talents" of their VIP reps.
You're absolutely right, their job is to smooth over any issues the player has, keep them happy and ensure they keep returning to the site they rep... clearly they missed the boat.

 

[swanniegirl]

Wow....finally someone else has had this happen to them!!
I’ve had this happen at both HOJ and CM on 3 occasions. First time, was with CM..staff implied I was talking shit, and that there was no way a refund was going to happen..alas a few hours later I recieved an email from the risk department asking me to set a time for a call back. The person I spoke with was amazing, understanding and actually made me feel like a valued player..money was refunded to my bank, as well as credited to my account balance along with some free spins. Knowing that someone had chased me up to offer an apology was very well recieved.
Recently it happened at HOJ, wish I could report the same 5 star service..sadly it was more reminiscent of a rouge RTG withdrawal. I was given excuse after excuse, promised the matter had been “escalated”, promised it was being checked by the “tech department, or finance department, or mangers etc” promised it would be “48 hrs “ and to come back...and promised “notes were being added to my account for future reference “ so as not to repeat my long drawn out story over and over again.
It was all BS
I spent 12 days and countless hours communicating via chat, email and phone trying to get my own money back!! The original agent who i raised the issue with had gone away for a week, leaving no evidence of our conversation or notes suggesting an outcome. Hence the 10 or so people who gave me the run around were doing exactly that flat out LYInG, telling me what I wanted to hear In hope id leave and eventually give up. I screenshoted bank statements, proved all evidence and still was treated like a bit of dirt. Eventually I threatened action. From my bank...only then I wa refunded.

 

[TheresNoDInBonanza]

I linked the VIP host to this thread and:

"I do apologize you feel that way.
I did however do the best that I could with regards to resolving your query."

It's not a matter of how I feel; it's a matter of a bank statement vs terrible support...

The best you could do was stealing my money and denying it? I'd hate to see the worst you could do.

 

[TheAverageGuy]

How different is that from the worst they could do.. which would have the same end result right? Money still missing(check) Player Disgruntled(check)

Clearly useless.. telephone and management. The bank is always an option.. but I'd use it of last resort.. charge backs are just bad form, plus the bank can't give you the apology bonus credits you're due for the hassle and irritation ;-)

 

[KasinoKing]

Unfortunately as I'm in Australia I only have two options of casino now, House of Jack and Casino Mate.
Due to this I've deposited hundreds of times at each and many hundreds of thousands of dollars.
I've never really had any major issue with them until now, and this is enough to ensure I stop gambling based on principal alone, and all over $50.

I was more than a little surprised to see your thread this-morning, because back in July the operator contacted all affiliates with this message:

Dear Affiliates,

We would like to inform you that from 26 July 2018 Jacked Affiliates brands, Casino-Mate and House of Jack, will no longer accept players from Australia.

I guess they meant to say "no NEW players"

So if they are still allowing existing Aus customers to play, at casinos which were set up SPECIFICALLY to target the Australian market, you would have thought they would treat them WAY better
If they lose all their Aussie players, I wouldn't think they would have much left!

Also a bit confused as to why you say you only have these two to play at, as there are obviously quite a few other casinos still accepting Australians, but maybe there is something about them you're not happy with...

KK

 

[TheresNoDInBonanza]

Yes every other one, although there's not many, has had horrible reviews/experiences here.

 

[mina1929]

I was more than a little surprised to see your thread this-morning, because back in July the operator contacted all affiliates with this message:

I guess they meant to say "no NEW players"

So if they are still allowing existing Aus customers to play, at casinos which were set up SPECIFICALLY to target the Australian market, you would have thought they would treat them WAY better
If they lose all their Aussie players, I wouldn't think they would have much left!

Also a bit confused as to why you say you only have these two to play at, as there are obviously quite a few other casinos still accepting Australians, but maybe there is something about them you're not happy with...

KK

I am a bit confused as well because my account at House of Jack and Casino Mate is closed, I could not log in.

Spoke to chat and they told me, your account is blocked as we are not accepting Australians.

Maybe they just keeping the VIP's as I didn't deposit much there anyway.

 

[TheresNoDInBonanza]

I am a bit confused as well because my account at House of Jack and Casino Mate is closed, I could not log in.

Spoke to chat and they told me, your account is blocked as we are not accepting Australians.

Maybe they just keeping the VIP's as I didn't deposit much there anyway.

Yes I assume they've kept the big depositors in, they figure it's worth the risk.
Although apparently not worth $50?
Who knows what the hell is going on there to be honest.