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

[CANADAMAN99]

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.

 

[Nifty29]

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.

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.

 

[maphesto]

Strange, that's my word.

From Manhattan Slots page:

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•Start each month with an incredible 500% bonus
•Enjoy a permanent offer of 100% with just 20x wagering
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•Massive VIP Rewards and Loyalty bonuses


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

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.

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?

 

[milemaster]

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.

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?

 

[pmutts]

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.

 

[milemaster]

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.

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.

 

[pmutts]

Exactly . . . and

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."

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.

 

[vinylweatherman]

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.

 

[weesie]

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.

 

[CANADAMAN99]

I appreciate all the feedback. Dont have time now but will respond later.

 

[Nifty29]

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?

You're probably close to the truth there MM.

FWIW, the OP has taken deposit bonuses at CW, according to his posting history.

 

[slotmaster]

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.

 

[chuchu59]

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.

 

[CANADAMAN99]

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.

 

[CANADAMAN99]

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.

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.

 

[CANADAMAN99]

You're probably close to the truth there MM.

FWIW, the OP has taken deposit bonuses at CW, according to his posting history.

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.

 

[Nifty29]

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.

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)

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.

"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.

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.

Why did you say:

I never take deposit bonuses

...??

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)

 

[CANADAMAN99]

So they have comped you regularly for 7 years, but now because they cut you off, they have "handled your account very badly"?]

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.

[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?]

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 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)]

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?

["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.

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

[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)

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.

 

[chayton]

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.

 

[chuchu59]

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.

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.

 

[Nifty29]

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.

OK, that's why they should tell you IMO.

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?

You made it "my business". It was YOU that posted that you're going to continue playing there, not anyone else.

If you don't want "your business" discussed, don't post about it in a forum. It's a bit rich to discuss a topic, and then say "it's none of your business" when you get a reply you don't like.

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?

I said IMO it was/is. I still think that. See, IMO, there is no need to go off the deep end over what is essentially a very minor issue i.e. not being given a freebie.

Did you contact the rep via PM at all? If yes, and they didn't respond, did you contact Max/Bryan? If no, we're expected to do that when posting a complaint, and preferably before.

The issue might annoy you personally, but the casino has done nothing wrong here (apart from not being clear about the reasons). IMO you're making a mountain out of a molehill by ranting and raving about something not worth ranting and raving about.

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


OK

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.

"Never" was not the "incorrect" word at all. "sometimes" when it should be "rarely" or "occasionally" when it should be "fairly often" would be examples of using the wrong word in that context.

Perhaps if you had said "Never" and it was only every 25 deposits or something it might be the wrong word, but 1 in 5 deposits is a far cry from never. I did not call you a liar. I said you stated something false....a liar I would reserve for someone I knew for certain was trying to mislead, and I don't know that is 100% the case with you.

You don't need to choose your words more carefully, you just need to tell it like it is, that's all. The reason it bothers people is that most of us try to take other member's at their word when there has been no input from the casino, and when it appears that the information provided by that member is false/misleading, deliberately or not, it sows doubt in people's minds. Unfortunately, the majority of complainants leave out or misrepresent information in their OP to gain more support from the membership or make the other party look much worse than they actually are, or "rogue" when it is actually the player who is the dodgy one. It's why people take a dim view of complainants being economical with the truth, and I why I pulled you up on it. Until we hear from the casino, I'm not taking everything you said as legit, which is what I WAS doing before finding this anomaly.

 

[vinylweatherman]

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.

Maybe YOUR business DOES mean nothing to them. You may be losing, but not enough. In order to increase their margin from your play, they have reduced the amount of comps you get.

The real problem is that the casino do not make how this works clear, but instead advertise the comps and bonuses as part of what you are paying for with your deposits. Your losses may not be enough for CW, and in order to make better profits they would take away comps from "low value players" and increase the comps given to the high rollers in order to make them feel welcome (and not therefore jump ship to a competitor). It may also be that you are Canadian, outside of their core market, so they don't want to spend as much keeping the Canadian players happy, but they DO want to keep the US players happy, and this is the REAL big expense behind the scenes. There have been articles and postings about it, but it seems there is a high level of what is basically theft of money in transit between casinos and players. Since no decent processor would get involved with the US, they have to use dodgy ones, and sometimes they run with the casino's money, so in order to keep players from the US playing, the casino has to make up the missing money, essentially paying some players twice or more in order to get the money to them.

Your 7 years of loyalty means nothing, what matters is how much money they are making from you after the costs of managing your account.

There have been even worse cases of players who NEVER take bonuses, and have been loyal to a casino for years, suddenly getting barred. It turns out they were "negative value players", and partly because they deposited small and often, so never really lost that much over the years.

It's a stupid business decision to allow this truth to get out among the players, as it is terrible PR because it negates the positive PR the marketing and advertising tries to instil among players.

It turns out that showing Disloyalty is what gets you the very best deals as a customer. Businesses know that the slightest negative experience could have you running to a competitor, so they make damn sure such customers get treated better than those that remain loyal however much they are left out of the best deals.

You should show some disloyalty by quitting playing there, and playing somewhere that appreciates your custom more. If this new place seems to start taking you for granted, jump ship once again. However, DON'T close your account, as this leaves the door open for a management rethink, and strangely enough, this approach often works. I often get a "we missed you, did we do something wrong, please come back and we will give you this extra special offer........". You can then send them the feedback, and a guide as to what it would take to get you playing there again.

Since THEY are the ones now doing the begging, YOU will be in control of the negotiations, and you are likely to get something better than "indifference" to your questions as to WHY this happened to you, a loyal player for 7 years that is down overall.

If you DON'T get this comeback plea, then you know they REALLY feel you are a "worthless" customer to them.

 

[PlayHippo]

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.

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.

One main reason online casinos have a certain waiting period before approving a cash out is mainly because of two things- players want to be able to roll back and so does the casinos
But mainly it is that many players cash in - play a bit - cash out - then make a deposit - play a bit cash oout and so on.

We can have players cashing in and out the same 500 Euro 5-6 times during a day - and since we pay a % on every deposit to the payment providers the money is being eaten up by the processing fees.
Some casinos have started to delay cashing out since many will roll back on it - or they have started taking a deposit fee or a cash out fee % that match the deposit cost - so I would reckon that if you went to a casino that charge you extra for making deposits and withdrawals you would get the money quicker.

 

[Tirilej]

One main reason online casinos have a certain waiting period before approving a cash out is mainly because of two things- players want to be able to roll back and so does the casinos
But mainly it is that many players cash in - play a bit - cash out - then make a deposit - play a bit cash oout and so on.

We can have players cashing in and out the same 500 Euro 5-6 times during a day - and since we pay a % on every deposit to the payment providers the money is being eaten up by the processing fees.
Some casinos have started to delay cashing out since many will roll back on it - or they have started taking a deposit fee or a cash out fee % that match the deposit cost - so I would reckon that if you went to a casino that charge you extra for making deposits and withdrawals you would get the money quicker.

I have never ever heard of a player that not want the money paid out right away. I don't think they exists.
As long as it's the cashouts I have to pay for and not the deposits it's fine for me, just as long as it's fast. BTW I don't play where they don't pay fast since I have the choice.

 

[CANADAMAN99]

"Never" was not the "incorrect" word at all. "sometimes" when it should be "rarely" or "occasionally" when it should be "fairly often" would be examples of using the wrong word in that context.

Perhaps if you had said "Never" and it was only every 25 deposits or something it might be the wrong word, but 1 in 5 deposits is a far cry from never. I did not call you a liar. I said you stated something false....a liar I would reserve for someone I knew for certain was trying to mislead, and I don't know that is 100% the case with you.

You don't need to choose your words more carefully, you just need to tell it like it is, that's all. The reason it bothers people is that most of us try to take other member's at their word when there has been no input from the casino, and when it appears that the information provided by that member is false/misleading, deliberately or not, it sows doubt in people's minds. Unfortunately, the majority of complainants leave out or misrepresent information in their OP to gain more support from the membership or make the other party look much worse than they actually are, or "rogue" when it is actually the player who is the dodgy one. It's why people take a dim view of complainants being economical with the truth, and I why I pulled you up on it. Until we hear from the casino, I'm not taking everything you said as legit, which is what I WAS doing before finding this anomaly.

I couldn't give a crap less what you think Nifty. Your opinion means about as much to me as a losing deposit does at this point. I tried to hear you out and understand your side but I can't lie and pretend I appreciate your comments anymore. I would love the casino to become involved and give some reasoning of what I'm saying, that's the only thing that is going to shut you up. The point is, in a moment of anger I used a generic word that was rightfully taken literally. I should have been more specific. I took ownership of the fact that I used the wrong word, but with naysayers like you that doesn't matter, all you want is a fight.

The bottom line is, you still haven't said what I gain by lying. You're hanging onto what I said about it being a minimum of 20% of the time I use deposit bonuses, when it could be far less. I gave a conservative number so I wouldn't have to deal with people like you should I be wrong. And yes I do need to choose my words more carefully. Never again do I want to have to defend myself and what I'm saying against a troll like you.

Here's yet another example of the casino playing some BS card, and screwing over the player without any explanation, and the members of this forum supporting it. Why would they become involved now when the members are arguing and the point of the original post is lost. This is exactly what works for the casinos. They just wait for someone to come along and derail the entire thread. It's no wonder the casinos are so dodgy when many of the players here support and encourage that behavior occurring. Maybe instead of always trying to prove the player wrong Nifty, you should work on helping to see if the player is right. You attack the player and leave the casino alone. You're a reverse Robin Hood and it serves no one. The casino is wrong here, I am not lying about my complaint, and you have completely derailed the point I was trying to make. Thanks Nifty, nice work.

 

[CANADAMAN99]

Maybe YOUR business DOES mean nothing to them. You may be losing, but not enough. In order to increase their margin from your play, they have reduced the amount of comps you get.

The real problem is that the casino do not make how this works clear, but instead advertise the comps and bonuses as part of what you are paying for with your deposits. Your losses may not be enough for CW, and in order to make better profits they would take away comps from "low value players" and increase the comps given to the high rollers in order to make them feel welcome (and not therefore jump ship to a competitor). It may also be that you are Canadian, outside of their core market, so they don't want to spend as much keeping the Canadian players happy, but they DO want to keep the US players happy, and this is the REAL big expense behind the scenes. There have been articles and postings about it, but it seems there is a high level of what is basically theft of money in transit between casinos and players. Since no decent processor would get involved with the US, they have to use dodgy ones, and sometimes they run with the casino's money, so in order to keep players from the US playing, the casino has to make up the missing money, essentially paying some players twice or more in order to get the money to them.

Your 7 years of loyalty means nothing, what matters is how much money they are making from you after the costs of managing your account.

There have been even worse cases of players who NEVER take bonuses, and have been loyal to a casino for years, suddenly getting barred. It turns out they were "negative value players", and partly because they deposited small and often, so never really lost that much over the years.

It's a stupid business decision to allow this truth to get out among the players, as it is terrible PR because it negates the positive PR the marketing and advertising tries to instil among players.

It turns out that showing Disloyalty is what gets you the very best deals as a customer. Businesses know that the slightest negative experience could have you running to a competitor, so they make damn sure such customers get treated better than those that remain loyal however much they are left out of the best deals.

You should show some disloyalty by quitting playing there, and playing somewhere that appreciates your custom more. If this new place seems to start taking you for granted, jump ship once again. However, DON'T close your account, as this leaves the door open for a management rethink, and strangely enough, this approach often works. I often get a "we missed you, did we do something wrong, please come back and we will give you this extra special offer........". You can then send them the feedback, and a guide as to what it would take to get you playing there again.

Since THEY are the ones now doing the begging, YOU will be in control of the negotiations, and you are likely to get something better than "indifference" to your questions as to WHY this happened to you, a loyal player for 7 years that is down overall.

If you DON'T get this comeback plea, then you know they REALLY feel you are a "worthless" customer to them.

Thanks VWM, this is an incredibly helpful and reasonable response. You have brought up some very valid points here which I'm going to have to think about.

Maybe you're right and that it's just that they truly don't care about my business. In that case why would they even bother with a response.

Thanks VWM

 

[swampwitch]

CANADAMAN99, I feel your pain. Sincerely I do. But you are pissing in the wind, and it's tough to get the blowback stains out of your nice shirt. Let it go, my friend.

Recently, I've completely given up on the places I played at most. The first, the first casino I joined over ten years ago, and where I had VIP status, got all pissy about a paltry requested $15 bonus. This after many thousands in deposits over the years, and an almost insane amount of loyalty on my part. They were well within their rights not to give me the bonus. But instead of getting upset, I simply stopped playing there. I thought I would miss it, but to my surprise I do not. The second, a highly regarded group of casinos, gave me comp after comp when I wasn't depositing, but once I did begin to deposit regularly, no more comps. Admittedly, the majority of my deposits were using bonuses...but soon those bonuses became smaller and smaller. After loss upon loss, I asked for a small comp. Request refused. Again, they were well within their rights to refuse. And again, I simply stopped playing with that group. And I don't miss them, either.

I'm certain you're a much bigger roller than I. Still, why not just let it go? If they don't want to reward your custom, simply walk. Try somewhere else. It's not like one accredited RTG pays out better than any other in the long run. These are businesses we're dealing with, not our friends, no matter how congenial the VIP host may be. Be the better person, and take your custom elsewhere.

As for me, most of my hard-earned gambling dollars now go to the local Indian casinos and Harrah's in Council Bluffs, with the occasional dabble in a couple of other accredited RTG's.

I wish you luck.

 

[Nifty29]

I couldn't give a crap less what you think Nifty. Your opinion means about as much to me as a losing deposit does at this point. I tried to hear you out and understand your side but I can't lie and pretend I appreciate your comments anymore. I would love the casino to become involved and give some reasoning of what I'm saying, that's the only thing that is going to shut you up. The point is, in a moment of anger I used a generic word that was rightfully taken literally. I should have been more specific. I took ownership of the fact that I used the wrong word, but with naysayers like you that doesn't matter, all you want is a fight.

The bottom line is, you still haven't said what I gain by lying. You're hanging onto what I said about it being a minimum of 20% of the time I use deposit bonuses, when it could be far less. I gave a conservative number so I wouldn't have to deal with people like you should I be wrong. And yes I do need to choose my words more carefully. Never again do I want to have to defend myself and what I'm saying against a troll like you.

Here's yet another example of the casino playing some BS card, and screwing over the player without any explanation, and the members of this forum supporting it. Why would they become involved now when the members are arguing and the point of the original post is lost. This is exactly what works for the casinos. They just wait for someone to come along and derail the entire thread. It's no wonder the casinos are so dodgy when many of the players here support and encourage that behavior occurring. Maybe instead of always trying to prove the player wrong Nifty, you should work on helping to see if the player is right. You attack the player and leave the casino alone. You're a reverse Robin Hood and it serves no one. The casino is wrong here, I am not lying about my complaint, and you have completely derailed the point I was trying to make. Thanks Nifty, nice work.

No sweat Canadaman.

I've no more time for your childish "you don't agree with me so I'm going to get nasty and call you names so nerrrr" tirades.

Maybe you should work on reading posts properly....then you would know that I call each case on its merits, but you only remember the ones you don't agree with.

I just called this as I saw it I.e. someone throwing their toys around like a 2yo because they didn't get a freebie (to which they were not expressly entitled). Have YOU thought that perhaps if you had posted your "complaint" in an adult and constructive way, you might have received quite a different response?

Anyway, I have better threads to troll

 

[anniemac]

As a loyal CW depositor and defender who has been downgraded by CW, I feel Canadaman's pain but I lean more toward Swampwitch's philosophy.

I have been a VIP player at CW for years and all of a sudden, got kicked to the curb with no explanation whatsoever. However, the strange thing is, I am still VIP at Lucky Red. I deposit there but not like I do at CW. And it's certainly not because I am ahead of them because I am not. I've stayed with CW thru thick and thin but not now.

So I have just taken my toys and moved on to a different sandbox. If they don't want my business, then that's fine. I can take my money and play somewhere else. It's not like they are the only RTG casino online.

 

[nisosbar]

I get what you're saying, but like others here, I just take a laid back approach - if they can comp me something, great; if not, no problem, but then I factor the customer appreciation in when deciding which casinos I play.

Is it THE most important thing? Not really - there are some casinos where I've played, where I don't think I've ever had a live chat with CS.

Over the years, the CW group has always been pretty good to me personally, so if I'm craving an RTG fix, they usually get my money.

I play mostly now just on 3Dice - some of the factors which I value in 3Dice's favor are the top support team, reliability and speed of payouts, the uniqueness of the slots, and just generally the confidence I have that their games are completely fair (I feel that way for a variety of reasons, but that's fodder for another thread). The CW group does pretty good on those factors as well, IMO. Never have I had a major problem with them.

 

[milemaster]

All I know is once internet gambling becomes a regulated industry in the US (already starting to happen), we can leave behind the legendarily slow cashier and can finally play at alternative casino groups. I cannot wait.

 

[kauphy]

i deal with emma and i find her very nice and always on the ball getting back to any ? i might have.

they have turned me down saying they could not add one too but then when i get the money i go back to playing(its not a big deal not to get a free chip yes it can get you down a little when you have no money to play but oh well)

and also when your losing your ass you might want to switch to anoughter casino untill your luck changes.

but i must say emma is always on the ball and goes out of her way to try to help people and i like her very much.

 

[CANADAMAN99]

Thanks Everyone,

I appreciate what about 95% of you have to say. That 95% have brought forward not only solid items for reflection, but also suggestions that I will follow.

The point that made the most sense to me is the fact that The Club World Group probably couldn't give two craps about me or my business. And that's okay. They are a business and not a friend and don't owe me a damn thing.

I do however feel that the club world group has gone far downhill in both their customer service and payouts. While I am not trying to start another thread, solely writing my personal conclusion, I feel that they are only in business because theres nothing else. It's kind of like why some people live in crap apartments with no running water. Why do they do it? Not because they choose to, but because there's no other way to live. While internet gambling is a entirely different and less important subject than that, my belief is similar to Milemaster. These shady casinos who are going out of business, will be permanently gone. My belief is that the next wave will be more like 3dice in terms of honestly and integrity. While I've had complaints about the amount of losing that happens there, I at least trust them.

In any case, almost all of you were so helpful in this and really have changed my mind about deserving comps. Thanks!

 

[vinylweatherman]

Part of the problem seems to be that players ask for extra comps by contacting CS. I never do this. I only seek to claim offers that are sent to me by the casino, or shown on the website. I'll query any technical errors that appear with such offers, but I don't go begging to CS for free chips just because I have lost. In many cases, free chips just appear in my account, usually where I have a VIP host who watches my account and occasionally drops a free chip when I have not done so well.

Instead of begging for free chips, I have several casinos on the go, and one is bound to have something worth taking on any particular day. If all the offers have been taken, and more play is desired, this is when casinos see my deposits without any bonuses, and also when I get a chance to play any game, any how, and not have to watch out for trip hazards in the terms.

Today, it's GNUF - nice 50% offer. Other offers are 20% and 15%. There is an obvious order in which to take them

If I do well on the 50% offer, this makes it far more likely that I will take the lesser offers.

If I don't do well, I'll go watch some TV or do something else on the PC. I will NOT go begging CS for a free chip.

 

[mrmark21]

TBH I've asked some casinos for some extra help from time to time but only when I've been doing really really badly. I tend to hint rather than directly ask. How do you ask for a freebie? lol! I wouldn't ask at a B&M casino so I don't online... Awkward!

IMO the good thing about not asking is the always welcome nice surprise when you log into you're account and find a free chip. I appreciate that more.

I only take 100% match bonuses on lower deposits. Gives me something more to play with and I'm left with money to make another deposit at a later date.

 

[nisosbar]

LOL, this is where people of the New World and Old differ.

On this side of the pond, we ask for a chip; if they say no, that's your answer, thank them for considering it, and move on. If they say yes, great, more chance to win some money, what's not to like, thank them and try your luck.

In the Old, 'oh, that's tacky', 'oh, I just couldn't!', 'I have more class than that!', 'oh, just no!' And the casinos probably love you for your sense of propriety.

 

[cappync]

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.


You said it perfectly.

I spent (literally) a few weeks getting an OK Pay account set up only to find out they were no longer using it. It really made me angry. The fact that CWC does not use WU either also sucks. If i win a RJ, i have to cash a $4000 check written from a Canadian Bank? Thats crazy.

 

[cappync]

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.

You said it perfectly.

I spent (literally) a few weeks getting an OK Pay account set up only to find out they were no longer using it. It really made me angry. The fact that CWC does not use WU either also sucks. If i win a RJ, i have to cash a $4000 check written from a Canadian Bank? Thats crazy.