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HORRIBLE job by Manhattan slots and Emma (VIP HOST) TERRIBLE!!!!!!!!!

Discussion in 'Payment Processing Issues' started by CANADAMAN99, Jun 14, 2013.

    Jun 14, 2013
  1. CANADAMAN99

    CANADAMAN99 Full Member

    Occupation:
    Sales
    Location:
    Canada
    I am so disgusted by the customer service at Manhattan slots that I could no longer go without posting here. While I don't blame their customer service people, I do blame Emma (the VIP manager) and the other higher ups at club world group.

    Heres whats pissing me off:

    I have been a VIP player with the club world group for many years. I have been playing with them for nearly 7 years as a solely depositing player. In that time I have never done "well" but I have always appreciated their customer service and appreciated the fact that they comp if you are losing. I very much respected Tom who doesn't ever seem to answer emails anymore. Tom do you even still work for the CWG? Seems like ever since Tom stopped responding to messages, things have gone terribly downhill.

    As I mentioned, I deposit many times per week/day. I never take deposit bonuses because I know that if I don't, then they will always be kind enough to give me a NDB. This is how its been for as many years as I can remember.

    Recently however, I noticed I began losing more and more, and not getting comped on it. Every time I would lose 3 or 4 deposits without hitting a single good hit, I would ask for a comp, and every single time they would reply "the system cannot allow me to add one." Finally, after about 25 lost deposits in a row, I asked one final time and again was denied.

    I sent an email to promotions to ask what was going on and the reply they sent me made my blood boil. Emma who technically should be given the new title of VIP defeater, replied that, "I have looked up your account and can see that it has been set up so that you are only eligible for 35% deposit coupons. This decision has been made by management and cannot be overridden.

    No reasoning, no explanation. The Club World Group, Manhattan slots, and Emma should be ASHAMED of themselves. You are treating VIP players like crap without giving them any reason. Slotocash would NEVER treat their players like this, honestly Manhattan Slots, you are pathetic.

    So I ask you publicly, why would you cut off a VIP player, who deposits multiple times a week, from receiving the same comps that I have been receiving for many years. How is it possible that you are not able to comprehend that notifying a player when this happens is just common courtesy. Why did I have to be denied a comp multiple times without explanation?

    Manhattan Slots is in the sewers in terms of gameplay and customer service. Not only are they practicing poor industry standards but they treat their depositing players like crap. How about you step up Manhattan Slots and explain why your service is so poor.
     
  2. Jun 14, 2013
  3. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    It is possible that your lifetime RTP is quite high, which might be why your "status" has changed. In addition, they may have changed their specifications for their VIP program.

    I can see that you're angry, but stuff like "pathetic" and "crap" and "in the sewers", along with CAPS and !!!!!!! in your title, is counter-productive and actually a little childish...especially when one considers that the basic complaint is that they didn't throw you a freebie after losing. Unless they have a stated cashback policy, then you cannot expect to be comped every time you lose.

    If you are not happy with the level of freebies you get...just move on. Launching into a rant in the forums isn't going to endear you to them, or others either. Did Emma explain to you exactly why you will no longer be getting freebies? If not, you have the right to ask her to provide the reason/s, and then you/Emma can post them here and we can all get a better picture of what's going on. Casinos always have a reason for doing such things, and it is usually your lifetime or recent financial position with them. You may not like it, but they are a business and unless they specifically have offered you a cashback promotion then you are not entitled to anything.

    Bonuses are not a right.
     
    3 people like this.
  4. Jun 14, 2013
  5. maphesto

    maphesto Ueber Meister CAG MM webmeister

    Location:
    Sweden
    Strange, that's my word.

    From Manhattan Slots page:

    Premiere Class •Earn 0.25% cash back on every bet you place
    •Start each month with an incredible 500% bonus
    Enjoy a permanent offer of 100% with just 20x wagering
    •Massive daily events, promotions and prize draws
    •Massive VIP Rewards and Loyalty bonuses


    OP claims he's a VIP at Manhattan Slots. If he IS, this is strange:

    If he lost his VIP status, he would know about it.

    @OP:

    Have they told you that your VIP status is gone? Have you told us everything, or is there more to tell?
     
    2 people like this.
  6. Jun 14, 2013
  7. milemaster

    milemaster Senior Member

    Occupation:
    Ego Enhancement Consultant
    Location:
    Yarnbombing, Phlugerstan
    Take a deep breath and relax. Whatever the reason behind reduced or absence of bonuses, nothing is forever in this world. Getting upset to the degree you are showing here is way overkill. Not sure what you are looking to achieve? Are you expecting someone from CW to contact you and give you a fat no deposit bonus now?
     
    1 person likes this.
  8. Jun 14, 2013
  9. pmutts

    pmutts Senior Member PABnonaccred

    Occupation:
    Hotel Sales
    Location:
    North Texas
    CWC still offers Americans the best Customer Service, BUT . . .

    I have accounts at all CW Casinos. I have had horrible luck at all of them over the past year with a few exceptions. I have no problems with Emma and the service people for the most part are helpful and friendly.

    But, IMO there is no question that they have tightened down on all their free chips and many of their best bonus offers significantly over the past year of so. They used to award "Daily Loyalty Bonuses" for significant deposits or significant play--even if it was on a modest deposit that was ultimately played back after getting ahead. In addition, "Monthly Loyalty Bonuses" used to be common but they have obviously raised the threshold on required "Net Loss" to award these bonuses which were typically a $15 free chip and a 100% match bonus with 15X WR. I may see one a month these days whereas I used to get one on each account regularly.

    Another thing that really bothers me is how they basically talked all their players into getting an OK Pay account and then stopped accepting it. Who knows what went down between Club World and OK Pay but it really sucked to lose this option for deposits and withdrawals. My experience has been consistently--even to Web Wallets--that withdrawals sit in pending for 2 - 5 days. If you withdraw on Friday night it will remain in pending until Tuesday morning (5 Days). I had one check request sit in pending for 7 days at Lucky Red several months ago for $1900. Guess what, I ended up losing back every dime on a reversal. That experience really left a bitter taste in my mouth and it remains to this day.

    So, will I play at Club World Casinos again--probably. That is until the time comes when I swear off online gaming completely which is really way past due for me personally. Like I said in a previous post in another thread earlier today. I like to CASH IN MY CHIPS AND LEAVE!. OK Pay was as close as we could get to that as Americans. I like beautiful hotel rooms and excellent meals. I like being treated like I am special in a way that only a Casino will treat the average Joe who throws a fair amount of action their way.

    None of this is possible when gaming online. So, I haven't made the decision--not yet--but the fun of online play at Club World and the rest has escaped me. They all just seem to be getting greedier and greedier and perpetually pending withdrawals are absolute poison for me and countless other players undoubtedly.
     
    2 people like this.
  10. Jun 14, 2013
  11. milemaster

    milemaster Senior Member

    Occupation:
    Ego Enhancement Consultant
    Location:
    Yarnbombing, Phlugerstan
    This is pretty much my sole complaint against the CWC group. Leaving withdrawals in pending status for extended periods of time is a pretty easy thing to resolve, yet they have done this for as long as I can remember. I doubt that would ever change, in fact when I complained to their cashier once upon a time that was pretty much what they told me:

    Cashier:
    "I appreciate your annoyance with this but have to advise that there are no plans to change this policy any time in the near future. The information is something you are aware of so I can only advise to work within the guidelines that are available for you to check."

    One could argue that the reason for the lengthy delays are the result of the challenges of paying US players, but we're just talking about pending-reversible status prior to processing here. Why stretch it out as "reversible" for 4-7 days? Well we know why.

    It will be fascinating to see if this policy miraculously changes when internet gambling becomes regulated for US players and there are dozens if not hundreds of new competitors. I think we also all know the answer to that as well. I'll definitely remember when there are new options.
     
    Last edited: Jun 14, 2013
    4 people like this.
  12. Jun 14, 2013
  13. pmutts

    pmutts Senior Member PABnonaccred

    Occupation:
    Hotel Sales
    Location:
    North Texas
    Exactly . . . and

    This is why I don't deposit there as much any more--and I am on the verge of quitting OLG all together. It is DEFINITELY not going to change--not at Club World nor anywhere else for American players. Inetbet is no exception. Limiting OK Pay to $250 daily and Pay My Card to $500 is just another tactic, IMO, to dangle the proverbial carrot on the string in front of the horse that much longer.
     
    3 people like this.
  14. Jun 14, 2013
  15. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Being limited to the 35% coupon is effectively a "bonus ban". Odd that they do this to a player that doesn't even use bonuses in the first place.

    Maybe it's down to the ASKING for comps, rather than just letting them give them out when they want to. It may be their way of stopping front line CS getting talked into offering yet another comp.

    I also got bonus banned at CW, but I was ahead, pretty well ahead too, and I took plenty of bonuses (as one is supposed to with RTG). I didn't bother with the 35% coupon, I just stopped playing.

    My usual response to a bonus ban is to cut down how much I deposit there. I do not buy the "if you carry on depositing and playing we will review your account..............". Unlike the US and Canada though, I have plenty of choice. If I find any term that singles out the British for worse terms than everyone else, I don't even register.

    It's possible that the increasing problems with the US market are putting the squeeze on CW, and this would affect the perks offered to players from anywhere, not just the US.

    A good choice would be to look for a casino that accepts Canadians, but not Americans, and has a strong following in Europe. This will mean they are insulated from most of the problems in the US market. I think there are a small number of RTG casinos that have left the US market, but they probably still accept Canadians.
     
    2 people like this.
  16. Jun 14, 2013
  17. weesie

    weesie Ueber Meister

    Occupation:
    retired
    Location:
    Old bag lady with a laptop
    I have been debating if I want to deposit at their sites again. Ever since the "Do you recognize this...?" processor thread started by BMWSTACK. (about a month ago)

    I can deposit with pasteandpay but, since I had my bank card ended and got a new one, not really wanting to do a direct CC purchase.

    BUT, on the other hand the 'paymycard" withdrawal option worked great. AND I would HAVE to make a purchase with my new card in order to get it "registered" with their site for withdrawals.

    After reading threads over the last several months about problems with checks, I really don't want that headache either.


    So, I am currently in limbo as far as the CWC group is concerned.

    Also, since it HAS been a month since I deposited, and I use to deposit 4-5 times a week, they haven't seemed to miss me. Not even as many e-mail promos like I use to get.

    Oh, by the way............ they also quit giving birthday bonuses.
     
    1 person likes this.
  18. Jun 14, 2013
  19. CANADAMAN99

    CANADAMAN99 Full Member

    Occupation:
    Sales
    Location:
    Canada
    I appreciate all the feedback. Dont have time now but will respond later.
     
  20. Jun 14, 2013
  21. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    You're probably close to the truth there MM.

    FWIW, the OP has taken deposit bonuses at CW, according to his posting history.
     
  22. Jun 15, 2013
  23. slotmaster

    slotmaster Ueber Meister

    Occupation:
    Being great and stressed
    Location:
    stressville
    I don't know but Tom responded quick when I was asking about the instadebit situation I won some money last week and they processed the withdrawal the very next morning so right now I rank clubworld right there with Jackpot Capital as the good ones right now.:thumbsup:
     
    2 people like this.
  24. Jun 15, 2013
  25. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Frankly, I do not find the behavior of Emma and co. disgusting. The awarding of comps is a casino policy and its a case of 'don't shoot the messenger'. Free chips are becoming scarce but while we can vent its poor form to blame the casino staff so personally. Emma did seem 'indifferent' but wasn't rude. Months ago, once a player lost $200 in deposits a free chip of $15 was awarded together with a 100% match coupon. Now it seems $200 isn't enough.

    We need to accept the fact that these are really tough times for the casinos. Players should manage their bankrolls strictly instead of hoping to receive comps when they lose. If one is looking for playtime opt for match bonuses.
     
    2 people like this.
  26. Jun 15, 2013
  27. CANADAMAN99

    CANADAMAN99 Full Member

    Occupation:
    Sales
    Location:
    Canada
    In response to some of your comments and questions:

    Nifty, firstly, with all due respect, you're wrong. I am not hoping for a "fat comp" because I am not getting comped there anymore. I want to know why. While some of the words I used are certainly strong, that was my intention. It's frustrating to play at places where there's no regulations and no transparency. Because we cannot submit a complaint to their suggestion box. The only thing we can do is vent our frustrations here. If the casino rep feels like it on any certain day, they may respond with an answer.

    Secondly, I am not anywhere close to ahead there. Every few months I cash out a few hundred bucks but my overall RTP at manhattan slots right now is 94%. In 7 or so years I have maybe cashed out 10-15 times all for under $500. I can 100% for sure say that I am not being banned because I win too much.

    What I do not appreciate and what my complaint is pertains to, is being in the dark about why they've blocked my account from getting comps. It is completely frustrating that they can just do whatever they want and never have to give any kind of explanation regardless of customer loyalty. I understand the "we reserve the right..." speech but most practical businesses would give some kind of explanation to a customer as to why they've stopped rewarding their business.

    I honestly feel like nothing will ever change at any of these places. They do whatever they want and couldn't care less about one person. If they lose one person another will gladly take their place. I feel that Manhattan Slots has done a very poor job of handling my account and at this point do not expect anything to come of it. I will most likely continue to play there, but my respect for their management and customer service is completely gone. I only play there because nothing better has come along. Once something better does come along, I will gladly take my business elsewhere.
     
  28. Jun 15, 2013
  29. CANADAMAN99

    CANADAMAN99 Full Member

    Occupation:
    Sales
    Location:
    Canada
    I have to disagree with you that calling into question the VIP rep for this is unreasonable. Isn't that exactly what their job is? Maybe if it was a regular CS staff but the VIP rep deals with rewarding loyal accounts. I personally feel that the response of "sorry management won't let me" is not only a poor excuse, but also poor representation of CWG.

    How are these "tough times" for the casinos? That's not a sarcastic question BTW but an honest one. If they were hard times it seems like they'd do whatever they could to keep customers instead of treat them like their business means nothing.
     
    2 people like this.
  30. Jun 15, 2013
  31. CANADAMAN99

    CANADAMAN99 Full Member

    Occupation:
    Sales
    Location:
    Canada
    Nifty is correct, out of the 1000's of deposits I've made over the years, I have used deposit bonuses occasionally. However, a minimum of 80% of the time I do not.
     
  32. Jun 15, 2013
  33. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    So they have comped you regularly for 7 years, but now because they cut you off, they have "handled your account very badly"?

    If you're going to continue playing there, then your complaint cannot be that serious can it? Certainly not serious enough to create a big "HORRIBLE TERRIBLE blah blah" heading and a post saying how basically crap they are, surely? If it was that bad, and you felt so injured/upset, then why on Earth would you go back?

    Sorry, but what you say above just proves it was a angry rant about not getting a freebie, which in my book is pretty much a waste of space (before anyone cries about it....I said IMO)

    "Hard times" means they are not making the same kind of money as previously, therefore some of the perks offered to players have to go to keep a healthy profit margin. Instead of looking at the last 7 years as the casino looking after you quite well, you're slamming them because they won't toss you a free chip any more.

    I do believe they should explain the reasoning to you personally, however.

    ALso, if the CW rep is not responding to PMs, Bryan/Max need to be informed.

    Why did you say:

    ...??

    When it turns out one statement a complainant makes is false, it is natural for one to wonder how many other statements are false.

    Taking deposit bonuses 20% of the time is very different to "never", and you would have known that when you typed it. I can only assume it was a deliberate attempt to deceive or make your complaint seem more credible than it actually is (and an unsuccessful one at that)
     
  34. Jun 15, 2013
  35. CANADAMAN99

    CANADAMAN99 Full Member

    Occupation:
    Sales
    Location:
    Canada
    Yes, I believe they have. I have been an incredibly good customer for them for a long time. Unless there's something that has changed in regards to my account status, why would this all of a sudden change without notice of reasoning? You certainly must be able to see that when there is regularity for such a long period of time, a drastic change like this is weird. I say drastic because the comps are a main reason I continued to play at Club World for so long. Unless the "hard times" have only just struck CWC in the last 2 months, I just can't see that as the reason.

    In your eyes this may be true, but frankly it's none of your business where I play. Many people on this forum have had issues with casinos but continue to play there. While I'm not going to go through all of your posts so I can point fingers at you, I can only assume this may be true for you as well? Ever had a complaint and posted about it, only to continue to play there?

    Sorry, but IMO you're wrong again. While it was an angry rant, what right do you have to say it's a waste of space? It's a valid complaint and something that has upset me about my experience. Surely you can't think I should have ranted at the casino support people, isn't this what the complaint section is for?

    You have correctly identified the basis of my complaint, can't argue with you there.


    Nifty,a couple things about this last part. I would have been happy to answer a question regarding whether or not I have ever used deposit bonuses if you had just asked. Clearly "never" is the incorrect word but I'd like to request that if you have any further questions regarding my complaint or any of the details included in it, just ask, I will be happy to answer honestly. When I posted that I "never" use deposit bonuses, I should have clarified that a majority of the time, and especially in 2013, I have not used bonuses. However using this as a basis to call me a liar is in very poor form and frankly very disrespectful.

    I have to say that calling me a liar in this situation is not only unappreciated, but pointless. I am not trying to get anything from them except for a reason. While I admit I should have been more clear, the point I was trying to make is that I regularly do not play with a bonus. In the future I will choose my words more clearly. Wouldn't it have been a bit more humane to just remind me to be careful about the words I choose instead of trying to publicly prove my complaint as false? I am not trying to deceive anyone, what would be the point? What do I gain by not being honest? While the tone of your email is incredibly hostile, I still appreciate your feedback and opinion.
     
    1 person likes this.
  36. Jun 15, 2013
  37. chayton

    chayton aka LooHoo CAG PABnonaccred webmeister

    Occupation:
    Freelance Designer
    Location:
    Edmonton Canada
    I haven't been able to deposit at any of the CWC brands for awhile, but I'm receiving weekly deposit bonus offers from them - usually for 75-85% good for multiple uses and most of the mails say something like "Use this code four (or five) times and get a free chip (or free spins)" or something. Since I don't take deposit bonuses anyhow I just throw them away. A week or so ago I logged into CW and found a $20 freebie in my account, I didn't ask for it and I have no idea why they gave it to me, but it was a nice surprise. :)

    I also have to agree that unless the casino has a specific cashback policy, then expecting something back just because it's happened before is being unrealistic.

    I sort of understand how the OP feels, there was a casino that I used to play where the bonuses and freebies were pretty frequent, and once when I asked I was already having a bad day and had already had a bit of a tiff with the rep, and when the support person seemed to be a little snotty with with me, I just uninstalled the casino. But on the flip side, the industry has changed a lot, and the kind of money being thrown at players back when I first started playing online seems like a dream now. I remember making 2 $25 deposits and busting out and then getting a $50 freebie. I remember freeroll tourneys that were actually free. Promos that were good for everyone and not just high rollers. Low playthrough. No max cashout. God I'm so old. :rolleyes:
     
    6 people like this.
  38. Jun 15, 2013
  39. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    You do have a right to ask why they only offer you 35% match bonuses but from experience, even for loyal players treatment is different for different players across their casinos. Say I could get better bonuses at Lucky Red and CW, the standard 55% at All Star Slots and a paltry 35% at Manhattan Slots and Aladdins Gold.

    What I do not agree is your calling the behavior of Emma disgusting. The policies are dictated by the casino management and this is something they need to abide with. They have less discretionary powers than you think.
     

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