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Non-Bonus Complaint Need your opinions please

Discussion in 'Casino Complaints - Non-Bonus Issues' started by bb28, Oct 21, 2011.

    Oct 21, 2011
  1. bb28

    bb28 Meister Member

    Occupation:
    Customer Service
    Location:
    US
    I made a deposit in a accredited rtg group here 2 days ago for 74.00, took no bonus. When I first started playing I was at a McDonalds as I was waiting on a friend and was bored. I had problems with the reels spinning forever and very slow response to any winning being credited, sometimes taking till the next spin before the winnings were credited. I just chalked it up to a lousy connection at McDonalds. So later that night I came home and fired it up again, same thing but much much worse. I had many disconnections and during the times the reels did spin, it was sometimes minutes before it would complete. Extremely frustrating as you know how us gamblers are, when we wanna play we wanna play. :)

    I wondered if it was my connection and I checked and everything else seemed to be operating as normal, I did a couple of speed tests and nothing was abnormal about my connection. I have fiber optic and rarely have any problems. As an additional test I logged into one of their sisters sites and made a deposit there and had both of them up at the same time. Same issues, although not as severe on the sister site.

    I got on their chat, waited at least 5 minutes for a response. The rep offered me nothing, other than we will look into it. I've not heard a word. The chat response was extremely slow, it took almost 9 minutes for us to exchange 10 sentences as I waited and waited in between for the reps response. I followed up with sending an email that night, not heard a word there. I send the rep a pm here yesterday, not heard a word and they have been on CM since I sent my message. I just sent another email about this and also a email they sent out about a cash back bonus running has a big error in it that I pointed out.

    I just started playing with this group in the last 3 weeks or so, have deposited several $$$.00 in the whole group and frankly I'm quite disappointed at the lack of response or acknowledgement of at least getting my email or my pm here to the rep. I was courteous and friendly, not rude at all.

    So in summary I have 2 issues, the disconnects and the lousy server connection was the height of frustration, so I asked for my deposit back to play again, am I being unfair here? Then the icing on the cake is the lack of response from anyone, which is really concerning. Hell at least tell me something. :(


    Am I being unreasonable here? Am I being fair?
     
  2. Oct 21, 2011
  3. SlotMonster

    SlotMonster Twitch Streamer - Affiliate webmeister

    Occupation:
    Affiliate
    Location:
    Belarus
    What kind of connection you were using? Wi-Fi or plug? Maybe it's something with your Wi-Fi module?
    Have you tried to play on different computer?
     
  4. Oct 21, 2011
  5. bb28

    bb28 Meister Member

    Occupation:
    Customer Service
    Location:
    US
    Dang, I just got a message from the rep. lol They gave me a nice bonus but it's got a 60X playthough and I assume a max cashout.


    At home, it's wireless connected to my router which has a fast fiber optic connection. I can't prove it, but I'm 99% sure it was not a problem on my end.

    I played last night on another sister site, no issues at all.

    I'm going to go play some on the bonus.
     
  6. Oct 21, 2011
  7. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    It is likely to be an RTG issue. It seems RTG casinos keep on having this type of problem, and often all RTG casinos are affected at the same time, and all get "fixed" at the same time.

    You are probably being unfair in asking for a refund, but it is reasonable to expect some substantive replies, and you did get a bonus as compensation.
     
    1 person likes this.
  8. Oct 21, 2011
  9. bb28

    bb28 Meister Member

    Occupation:
    Customer Service
    Location:
    US
    Well I posted the complaint probably at the same time the rep was replying to my pm.

    The compensation was fair but the non response from their chat and email is not good, imo. It's great that we here at CM have access to the reps but you gotta wonder about players who are not members here if they receive the same slow or non response I got. I wonder how it would have played out had I not pm'd the rep here. Casino's need to realize that when players don't get a response to their email's and chats within a few hours that it causes one to wonder if they ought to be playing there. It's not hard to send an email out and say we are looking into it
    .
    I busted out on my bonus! No connection problems at all last night or today and as I said I'm very confident that it wasn't anything on my end. I know years ago, connection problems with rtg's were common but the other night was the first time I've know that to happen in a long, long time.
     
  10. Oct 22, 2011
  11. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    Stuff happens, and even the best of casinos have hiccups.

    The best of the best will admit that others and having problems, and it it might not be your end.

    I know US players don't have unlimited choices, but it does sound like they tried to do right by you, and if the software issue is currently resolved, I'd probably try again.

    If you do decide to give them another deposit, I'd ask questions just to see if I got answers. If you don't get responses, personally I'd move on.

    There may be more bad casinos than good casinos online, but there are still enough good ones for me to lose all I can afford to lose.
     
    1 person likes this.
  12. Oct 22, 2011
  13. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    Well at least they gave you a bonus I guess. Some places would just say "tough".

    You're taking a chance playing at maccas aren't you? I thought they were unsecured networks?
     
    1 person likes this.
  14. Oct 22, 2011
  15. chayton

    chayton aka LooHoo CAG PABnonaccred webmeister

    Occupation:
    Freelance Designer
    Location:
    Edmonton Canada
    I'm pretty sure I know what group you're talking about. A couple weeks ago I saw in a forum a $151 free chip for one of the casinos, I decided to see if it worked, I entered the code and it worked but I was pretty sure it wasn't valid. I opened live chat to see if they would just remove it.

    I waited about 5 minutes and didn't get a response, so out of boredom I started playing - and you know, I blew through the whole amount and chat never did respond.
     
    1 person likes this.
  16. Oct 22, 2011
  17. bb28

    bb28 Meister Member

    Occupation:
    Customer Service
    Location:
    US
    I suppose it was a bit of risk playing at mickey dee's. lol I have win7 on my laptop and I use the windows supplied firewall and when I connect publicly like that, I'm asked if it's public connection and I say yes which gives me more protection that saying it's a home network. Although I will concede that I don't know enough about windows firewall to get technical about it how secure it is.

    It's crossed my mind if the casino would ask me questions regarding my occasional use of a different IP but so far, I've not been asked.

    Unrelated but fyi, Several years ago I used to be perhaps over cautious security wise and now I just run a free antivirus, the windows firewall and occasionally a online scan. I've had no issues since becoming more relaxed. I'm a pretty low risk surfer or perhaps I've just been lucky. :)
     
  18. Oct 22, 2011
  19. bb28

    bb28 Meister Member

    Occupation:
    Customer Service
    Location:
    US
    That's the thing, the non response to emails and the incredibly slow unfriendly response to my chat. It's concerning and maybe it's just a fluke as I'm a new player to this group. I've only read of a few complaints here of them, and none of this nature or perhaps I just didn't see them since I'm been mainly lurking just occasionally until recently.
     
  20. Oct 22, 2011
  21. chayton

    chayton aka LooHoo CAG PABnonaccred webmeister

    Occupation:
    Freelance Designer
    Location:
    Edmonton Canada
    I know, I wondered awhile back if the RTG casinos were farming out their chat support. I'm surprised though that you didn't get a response via email, in my experience email support is usually a lot more helpful.
     

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