For now, the group must remain nameless in line with the policy of the site.
That said, I'm going to post about my experience with this group and notify the rep.
I will begin by saying that i've never had a trouble free experience with this group. Either there is some inexplicable technical issue (my favourite being the 'connecting' banner appearing constantly over the withdrawal option on the mobile website and, in spite of there being a sidebar link to deposit, there isn't to withdraw).
The other issue is that on every occasion they've offered me, and i've taken a "deposit today for FS" offer, there has ALWAYS, without fail been an issue which has meant i've had to spend an eternity on with support via email and live chat to get it resolved.
On the rare occasion I am tempted to give them another chance, they find yet another way to boil my piss with poor service, technical issues or dubious issues.
So tonight. I had an email offer for a small 100% deposit match which I thought i'd take up.
I duly made my deposit and went to load DOA.
The site loaded but there was a black screen for DOA.
This is the same browser i'd played at another site not five minutes before, without incident.
This is the same browser and computer use everywhere to play. Without incident.
I have never even logged in to the offending site on this browser or computer so there was no cache or cookies issue.
I contact live support and ask them about the issue. "Works for us here, clear cookies, cache try another browser".
I explain that i'm not really inclined to spend half my night working to diagnose a fault. I've not played at all, please cancel my bonus and refund my deposit.
No, you have to wager it at least 1x.
OK, i get the policy but in the case of a clear technical issue and with a minimal deposit, any resonable company would waive this requirement.
They offered to, for a commission of 5% or a minimum of 10 GBP. Seeing as my deposit was only 20 GBP then i didn't really think this was a reasonable deal.
Long story short, I was forced to play it through on a game i DIDN'T want to play due to their technical issue. I could have lost my money and not even got what i'd paid for.
I entirely appreciate there is a small cost attached to deposits and withdrawals but i'm also concious it costs a damned sight more to attract and retain customers.
My experience was already poor due to the issue being able to play the game i wanted and historical experiences with the group. A little bit of customer service wouldn't have went amiss.
But no.
In the end, I played it through and withdrew 25 GBP. Normally i would never make a withdrawal unless it was a nice round 00 but in this case I just didn't feel like playing any more.
To compound matters, when playing this, every second spin the game would freeze. Again, doesn't happen elsewhere.
Once my withdrawal is processed, probably in best part of a day, knowing this group, then i will close my accounts with all of their casinos.
I'm going to give the rep time to reply to this but I will name and shame in due course, in line with forum rules.
At best, in my experience the group displays pisspoor customer service. At worst, well not for me to say.
The sad thing is, my dealings with the rep have shown him to be an exemplary rep and I feel bad for being critical as i've a lot of time for him.
That said, I'm going to post about my experience with this group and notify the rep.
I will begin by saying that i've never had a trouble free experience with this group. Either there is some inexplicable technical issue (my favourite being the 'connecting' banner appearing constantly over the withdrawal option on the mobile website and, in spite of there being a sidebar link to deposit, there isn't to withdraw).
The other issue is that on every occasion they've offered me, and i've taken a "deposit today for FS" offer, there has ALWAYS, without fail been an issue which has meant i've had to spend an eternity on with support via email and live chat to get it resolved.
On the rare occasion I am tempted to give them another chance, they find yet another way to boil my piss with poor service, technical issues or dubious issues.
So tonight. I had an email offer for a small 100% deposit match which I thought i'd take up.
I duly made my deposit and went to load DOA.
The site loaded but there was a black screen for DOA.
This is the same browser i'd played at another site not five minutes before, without incident.
This is the same browser and computer use everywhere to play. Without incident.
I have never even logged in to the offending site on this browser or computer so there was no cache or cookies issue.
I contact live support and ask them about the issue. "Works for us here, clear cookies, cache try another browser".
I explain that i'm not really inclined to spend half my night working to diagnose a fault. I've not played at all, please cancel my bonus and refund my deposit.
No, you have to wager it at least 1x.
OK, i get the policy but in the case of a clear technical issue and with a minimal deposit, any resonable company would waive this requirement.
They offered to, for a commission of 5% or a minimum of 10 GBP. Seeing as my deposit was only 20 GBP then i didn't really think this was a reasonable deal.
Long story short, I was forced to play it through on a game i DIDN'T want to play due to their technical issue. I could have lost my money and not even got what i'd paid for.
I entirely appreciate there is a small cost attached to deposits and withdrawals but i'm also concious it costs a damned sight more to attract and retain customers.
My experience was already poor due to the issue being able to play the game i wanted and historical experiences with the group. A little bit of customer service wouldn't have went amiss.
But no.
In the end, I played it through and withdrew 25 GBP. Normally i would never make a withdrawal unless it was a nice round 00 but in this case I just didn't feel like playing any more.
To compound matters, when playing this, every second spin the game would freeze. Again, doesn't happen elsewhere.
Once my withdrawal is processed, probably in best part of a day, knowing this group, then i will close my accounts with all of their casinos.
I'm going to give the rep time to reply to this but I will name and shame in due course, in line with forum rules.
At best, in my experience the group displays pisspoor customer service. At worst, well not for me to say.
The sad thing is, my dealings with the rep have shown him to be an exemplary rep and I feel bad for being critical as i've a lot of time for him.