LittleWoods casino; Bad (technical) customer support !

[Internet King]

First of all, I hope this is the correct section. Since I'm a new member, I do not meet the requirements to post in the Complaints Section.

Anyway, last Monday I downloaded LittleWoods casino and registered myself as a new real money user. I wanted to deposit 100 GBP using MoneyBookers and claim the signup bonus, but that wasn't possible at all. While depositting via Moneybookers, I could only select: Bank Transfer, CreditCard or iDeal. But those were none of the moneybookers methods I wanted to pay with ! I wanted to pay with my Moneybookers balance, which was 100GBP+, so that shouldn't be the problem... (and I have done this a few times before at other casinos, so I know that method should work)
I contacted Live Support twice. First they told me to try again and the second one saw which problem I was facing and forwarded my problem to technical support (this was last Thuesday 10 Feb). I waited 24 hours, since they told me technical support would usually answer within 4 hours, and mailed them (instead of live chat) with my problem. They mailed me back within a few hours stating that my problem was still at forwarded to technical support, but they were very busy lately....
Since then (12 Feb) I haven't heard anything from them anymore...

Not so good customer support if you ask me...

 

[vinylweatherman]

First of all, I hope this is the correct section. Since I'm a new member, I do not meet the requirements to post in the Complaints Section.

Anyway, last Monday I downloaded LittleWoods casino and registered myself as a new real money user. I wanted to deposit 100 GBP using MoneyBookers and claim the signup bonus, but that wasn't possible at all. While depositting via Moneybookers, I could only select: Bank Transfer, CreditCard or iDeal. But those were none of the moneybookers methods I wanted to pay with ! I wanted to pay with my Moneybookers balance, which was 100GBP+, so that shouldn't be the problem... (and I have done this a few times before at other casinos, so I know that method should work)
I contacted Live Support twice. First they told me to try again and the second one saw which problem I was facing and forwarded my problem to technical support (this was last Thuesday 10 Feb). I waited 24 hours, since they told me technical support would usually answer within 4 hours, and mailed them (instead of live chat) with my problem. They mailed me back within a few hours stating that my problem was still at forwarded to technical support, but they were very busy lately....
Since then (12 Feb) I haven't heard anything from them anymore...

Not so good customer support if you ask me...

No surprise really - the moved from Cryptologic to Cassava, a step backwards in my opinion. Clearly, they have not got their s*** together with the new software and it's interface with deposit methods.
Be careful also of the terms & conditions. Cryptologic terms for bonuses were pretty generous, and there was a tracker in the cashier. This has been swept away by the change of software, and there are now loads of rules and NO wagering tracker that I could see (when playing off my remaining 30 balance).
In terms of games, Cassava have a few of the Cryptologic slots, and they DO run faster in the Cassava lobby - but there are far fewer games than in any other mainstream casino. I counted less than 3 pages of slots, under 24.

Maybe they will improve with time, so give them time to get their asses in gear. If you want action, tell them you are unable to deposit because of the failure of tech in resolving the problem, and that you will play elsewhere while you are waiting to receive a solution. The thought of you seeking out a competitor should speed things up, but DON'T make a big fuss about the bonus, as they might think the urgency is merely because you want to try the bonus and move on anyway.

New members can only post complaints after meeting criteria of length of membership & rep points, and you may get a little flak for wording this as a complaint, rather than a discussion and appeal for help about a technical issue with Moneybookers deposits. I expect other players have used Moneybookers with the Cassava cashier, and might be able to help. It might be something to do with defaults, such as selecting one of the options as a condition of which process to use should there not be enough sitting in Moneybookers already. I can understand you reluctance to assume this without confirmation from their tech support, or another player who has used Moneybookers.

It's possible that Moneybookers might know the answer.

 

[zuga]

and there are now loads of rules and NO wagering tracker that I could see

They have comp points, so its easy to do the math from there

 

[vinylweatherman]

They have comp points, so its easy to do the math from there

Don't bank on it. They can slip in special offers, such as extra points promos, and if you don't notice you can withdraw too early.

I have played at Reef Club, and it was a hell of a chore checking on WR. I tended to play the blackjack race, which had a scoreboard to count hands played. I personally didn't have trouble getting paid, but then soe funny things started to happen. Firstly, I was offered a huge bonus if I deposited 2000 credits, but it had to be a single deposit, however my deposit limit was set lower than this. Next, they imposed ludicrous WR on deposits simply down to the method used - completely daft - deposit method does not make the credits "play better", nor the player suddenly learn how to "abuse promotions".

I really didn't trust them, and then all hell was let loose with Reef Club not paying a whole load of people, and 888 denying Reef club was connected, but at the same time offering it up as an exit pop-up as their "sister casino".

Recently, we have the Lucky Ace fiasco, another meltdown, followed by damage limitation by management.

Now we have new Littlewoods, except that it isn't really Littlewoods, it is an outsourced Cassava casino that uses Littlewoods for it's branding to attract customers, it does at least seem to have taken some of the old Crypto staff over to the new software. Similar to all those "virgin" companies that have nothing to do with Richard Branson, but have bought the right to use his brand, his name, and benefit from his personal reputation.

Cryptologic casinos do not crack down too much on mere "bonus abuse", HOWEVER, the same cannot be said for Cassava, which will resort to confiscation with questions asked later if they detect what they see as orchestrated "bonus abuse". This is what happened with Lucky Ace, heavily promoted by bonus hunting sites for it's Blackjack friendly SUB.

I would like to see a track record from the new Cassava format before I reinstall it - this means no complaints here about winnings confiscation just because players played certain games, deposited by Neteller, or resorted to "breaches of the spirit of...." With Cryptologic, I could clear my monthly 250 VIP bonus by playing Blackjack or 3 card poker, even big bets of 50 per hand - and if I beat WR, I got paid without fuss. I cannot be confident the same will apply now it is a 250 VIP bonus with Cassava software.

 

[Internet King]

Hi,

First of all sorry for my late reply

@vinylweatherman: Thanks for your input ! I didn't know they used to have different software before, since I'm just a new player there, but it sounds like you're right. The software they're using right now (Random Logic ?) is horrible. It wants me to stick needles in my eyes, it's sooooooo slow....

@zuga: They indeed have comp points, and as far I know, they don't often give free comp points away.. and if they do so, you will be notified so you can keep that in mind while calculating

Anyway, about my problem depositting. I contacted support as vinylweatherman, to "speed things up". Well, it helped ! Support contacted me within 2 hours asking me if I didn't read the mail they claim to have sent the same day I mailed them with my problem, which is just not true; I haven't received any other mail from them. My spam folder is clean and so is my inbox... so that was just a lie. Anyhow, in the new mail they told me to change my casino email address to the moneybookers email address. That solved the problem

Thanks for the assistence !

 

[vinylweatherman]

Hi,

First of all sorry for my late reply

@vinylweatherman: Thanks for your input ! I didn't know they used to have different software before, since I'm just a new player there, but it sounds like you're right. The software they're using right now (Random Logic ?) is horrible. It wants me to stick needles in my eyes, it's sooooooo slow....

@zuga: They indeed have comp points, and as far I know, they don't often give free comp points away.. and if they do so, you will be notified so you can keep that in mind while calculating

Anyway, about my problem depositting. I contacted support as vinylweatherman, to "speed things up". Well, it helped ! Support contacted me within 2 hours asking me if I didn't read the mail they claim to have sent the same day I mailed them with my problem, which is just not true; I haven't received any other mail from them. My spam folder is clean and so is my inbox... so that was just a lie. Anyhow, in the new mail they told me to change my casino email address to the moneybookers email address. That solved the problem

Thanks for the assistence !

Yes, but it creates a new one. Now, you cannot keep your Moneybookers email address (as security field) distinct from your "public" email address that you might give out to casinos, who in turn might pass it onto their "marketing martners for the purpose of sending you promotional offers". Unlike Neteller, where this email address alone would not be enough, I believe Moneybookers accounts CAN be compromised with such basic information. I am pretty sure that my email address can only be used to SEND ME money through Neteller, and that to TAKE money from my Neteller my 6 digit code and account number is needed, and to log in to my Neteller account a third password field is needed.