Whine and Moan I had $0 cash back deposited to my Cocoa Casio account!!

[bernynhel]

And Sharon replied, again! (I LIKE her!!!)

Re: RE: William, Your Weekly Cashback has been Deposited! (Issue #405857)‏
From: Cocoa Casino Support (support@cocoacasino.com)
Sent: Sun 8/10/08 1:39 PM
To: bernynhel@XXX.com


Hi Again William,

Thanks for sending the link my way. I must apology to you again for this.

I worked with Julia at Paradise 8 to coordinate with Rival last week to get the Promotions portion of the cashback equation removed. They informed us that that particular issue has been resolved and so promotions are not a factor in the equation.

However, we are still waiting on Rival about the email problem. They have ensured us that they are working hard on it and I am hopeful that they can sort this out for us quickly, as I'm sure you and other players are. In fact, I'm going to send them a follow-up email after this to get an update.

I appreciate you informing me of this matter again from the player side of the ball and so have disregarded your earned cashback amount. Instead I have credited your account with a $20 Free Chip as a small thanks. Please be patient with us while we work with Rival to get this worked through.

Regards,

Sarah
Your VIP Manager
Cocoa Casino

Mo money mo money! Maybe I'll get lucky n it'll stay broke for awhile?

My reply:

RE: William, Your Weekly Cashback has been Deposited! (Issue #405857)‏
From: William XXX(bernynhel@XXX.com)
Sent: Sun 8/10/08 5:29 PM
Reply-to: johXXXXleyjr@XXX.com
To: Cocoa Casino Support (support@cocoacasino.com)
Hi again n thanks again. FYI I spoke to Nathan of Chat from the cashier and I pasted the new equation from your email (without the promo portion) after he had typed the old equation including ' - (promotions)' as an aid to his explanation as to why my deposits didn't qualify for cash back. So it seems Chat Support is not updated in this mater. He replied, as he is instructed to in cases where the Chat Support dialogue has already or threatens to become argumentative, 'Is there anything I can assist you with at this time?' lol I was nice. A+ Nathan!


William J. XXX
Los Angeles

Our CasinoMeister, which art online
Hallowed be thy Name....

this just in and the edit button's still active...

Re: RE: William, Your Weekly Cashback has been Deposited! (Issue #406039)‏
From: Cocoa Casino Support (support@cocoacasino.com)
Sent: Sun 8/10/08 6:09 PM
To: bernynhel@XXX.com


Hi William,

I will be on the horn in 2 seconds to make sure this uncertainty doesn't happen again within any department of the Casino.

Thanks for your patience with this matter William.

Regards,

Sarah,
Your VIP Manager
Cocoa Casino - Winning has never tasted so good!

I gotta hand it to Sarah. Most casino managers can't even be bothered to act like they give a shit.

 

[bernynhel]

Hey! They fixed it! No more email notices of a bonus when there isn't one! Sarah at Cocoa was great! Once she realized what was happening, I could tell that she took a look at the situation and immediately understood this promotion utilizing a formula that would often have the net outcome of a $0 bonus for the client, PLUS a snappy Congratulations! email "atta-boy"-ing the customers and advising them to "just log into your account to claim" NOTHING, as seen from the client's perspective, would really SUCK!

Problem was that the powers that be thought they could deduct the value of the match deposit bonus that the player was instructed to claim to be eligible for the cash back in the first place!

It actually looked like this:
(Deposits) - (Withdrawals/wins) - (Promotions) x (% of Cashback [this based on players VIP level]) = Bonus

So the (Promotion) part of this equation being subtracted was the deposit match bonus such as the 35% Weekly Deposit Match, that you were required to participate in to qualify for a cash back bonus in the first place and unless you deposited BANK beyond the parameters of any match deposit dealio, natch it'll cancel out any freechip - (the promotions are mostly GREATER than 15%) - based on only 5%, 10% and 15% of deposits!

After they were supposed to have corrected this but before anyone passed it along to Chat support at the sites, I got an email and went to the casino and NO bonus and the online chat guy typed this formula showing me exactly why I didn't get a bonus and I tried to tell him that I really, really didn't take the deposit match bonus and go out on the town before losing it back. (I don't think anybody got a bonus unless they deposited BANK without claiming bonuses!)

So the deduction for the promotion has been taken out of the equation so if you deposit and lose and you get an email saying you got some cash, you do!

WTG Sarah & the VIP/Promotional Crew at Cocoa/Paradise 8!

All the other Rival sites I've checked (5 or 6) and their promotional emails have all been set right, it seems, as well.