Next Casino ~ Customer Service complaint

[bruinsdude]

I am slowly trying all the NetEnt casinos. I stumbled across Next Casino, rated rather high here, so I rolled the dice and decided to deposit.

It has been a holy mess ever since, and the customer service at this casino is, bar none, the worst I have seen.

1) there is NO customer service telephone number
2) the chat interface is programmed by a 6 year old, thus barely works. I had to launch it 8 times to have a 10 line conversation. Half the time it was conveniently "offline"
3) when I advised I was having difficulty using the chat interface to communicate with them, I was flatly told there is zero phone support, and no one could call me.
4) they can provide no answer, nor any reference or a link to terms and conditions that would justify why my depositing $50 would result in a $100 bonus balance with Zero cash.
5) the rep provided little to no actual support. Zero compassion, zero empathy, zero friendliness, after pulling teeth for a bit, I got my welcome bonus credited but that is it.

I have a really, really bad feeling about this casino. Can anyone advise to me why they would have such a high rating with CM? Is this normal customer service outside of the MG stand-alones?

 

[Tirilej]

I am slowly trying all the NetEnt casinos. I stumbled across Next Casino, rated rather high here, so I rolled the dice and decided to deposit.

It has been a holy mess ever since, and the customer service at this casino is, bar none, the worst I have seen.

1) there is NO customer service telephone number
2) the chat interface is programmed by a 6 year old, thus barely works. I had to launch it 8 times to have a 10 line conversation. Half the time it was conveniently "offline"
3) when I advised I was having difficulty using the chat interface to communicate with them, I was flatly told there is zero phone support, and no one could call me.
4) they can provide no answer, nor any reference or a link to terms and conditions that would justify why my depositing $50 would result in a $100 bonus balance with Zero cash.
5) the rep provided little to no actual support. Zero compassion, zero empathy, zero friendliness, after pulling teeth for a bit, I got my welcome bonus credited but that is it.

I have a really, really bad feeling about this casino. Can anyone advise to me why they would have such a high rating with CM? Is this normal customer service outside of the MG stand-alones?

Why your deposit and bonus became $100 bonus I guess you know by now. I play there and I have never reacted that way so I don't understand why it upsets you. Didn't you read their rules before you made your deposit?

Their rep is really a nice guy and he have always been friendly and helpful, so my thought is, how nice were you?

Maybe they don't have phone support but they do have emails and the rep here, besides the chat.

As you can see I like them so I rate them high. Now CM and how Bryan rates accredited casinos is another thing and to understand how he do you must read about it. It's not the same at all.

 

[bruinsdude]

Why your deposit and bonus became $100 bonus I guess you know by now. I play there and I have never reacted that way so I don't understand why it upsets you. Didn't you read their rules before you made your deposit?

Their rep is really a nice guy and he have always been friendly and helpful, so my thought is, how nice were you?

Maybe they don't have phone support but they do have emails and the rep here, besides the chat.

As you can see I like them so I rate them high. Now CM and how Bryan rates accredited casinos is another thing and to understand how he do you must read about it. It's not the same at all.

I was actually quite polite.

I would like to understand why my deposit and bonus became $100 bonus, but their vague welcome offer terms don't cover that. The rep danced around the question for over 30 minutes and several re-connects on the live chat and could not answer. That is when I simply asked to speak to a supervisor. I was advised none was available, I said that was fine, and to have one telephone me at their earliest convenience. That is when I was told that wouldn't be happening since they don't provide any form of telephone support

 

[bruinsdude]

You can see the terms and conditions here:

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No mention of WR, or why my $50 cash deposit would suddenly transform into $100 bonus balance only.

 

[Tirilej]

You can see the terms and conditions here:

You do not have permission to view link Log in or register now.

No mention of WR, or why my $50 cash deposit would suddenly transform into $100 bonus balance only.

Why it is $100 is because you have to play through your bonus before you can cashout.
In some places you can cash out before you have touched your bonus, but not at this place. So there is no reason to have them separate.
If you go in under Your Account/ your bonuses/ casino you can see how much you have in bonus, how much you have wagered and how much you have left to wager.
I think it's a great system...just so I don't have to ask livechat

 

[CasinoLuck_Eric]

Hi Bruinsdude,

I am the rep for NextCasino here at CM. We have not spoken at all so I assume you are referring to the chat "rep".

I can see in the support chat history that you had technical problems with the chat software (no scrolling, showing errors, etc, etc) and that there were at least 2-3 disconnections. We have not heard of this happening to anyone else but I´d be happy to look into it if you send me a PM. I guess it could be anything from the software not being compatible with your platform to some other software you have installed interferring with the chat. Our chat software is provided by BOLDCHAT, a pretty big company in this area. There is no way they are employing 6 year olds!

In regards to the bonus. The bonus and deposit is moved to the bonus balance and will be released when the WR has been completed. You deposit is still your "cash" though. If you forfeit the bonus right away, the deposit will be returned as cash and to your cash balance. I dont think anything in our bonus terms are vague. Anything in particular?

I was actually quite polite.

I would like to understand why my deposit and bonus became $100 bonus, but their vague welcome offer terms don't cover that. The rep danced around the question for over 30 minutes and several re-connects on the live chat and could not answer. That is when I simply asked to speak to a supervisor. I was advised none was available, I said that was fine, and to have one telephone me at their earliest convenience. That is when I was told that wouldn't be happening since they don't provide any form of telephone support

 

[bruinsdude]

Why it is $100 is because you have to play through your bonus before you can cashout.
In some places you can cash out before you have touched your bonus, but not at this place. So there is no reason to have them separate.
If you go in under Your Account/ your bonuses/ casino you can see how much you have in bonus, how much you have wagered and how much you have left to wager.
I think it's a great system...just so I don't have to ask livechat

Thanks, I will check that right now. Pity the customer service rep couldn't have taken a second to share that with me. I understand the bonus balance must be played through, that is as with any casino, but the cash portion of the deposit should not be treated as a bonus, that part is 100% cash, thus why I suspect something was done incorrectly upon placing the bonus manually into my account. $50 cash and $50 bonus should not equal $100 Bonus, if you know what I mean.

 

[CasinoLuck_Eric]

That is the promotional page for a special seasonal promotion that combines 100 free spins and the 100 % welcome bonus on your first deposit. If you check the terms on that page it refers to and states that the welcome bonus terms applies for that part of the promotion(the bonus part). The full welcome bonus terms can be found here:

You do not have permission to view link Log in or register now.

I hope this explains the situation!

We normally dont offer phone support but if you still want someone to give you a call to explain things further, I´d be happy to do it myself

Cheers!

p.s. you beat my post by 1 minute so please scroll and check my previous post in regards to the bonus balance thing.

You can see the terms and conditions here:

You do not have permission to view link Log in or register now.

No mention of WR, or why my $50 cash deposit would suddenly transform into $100 bonus balance only.

 

[bruinsdude]

Hi Bruinsdude,

I am the rep for NextCasino here at CM. We have not spoken at all so I assume you are referring to the chat "rep".

I can see in the support chat history that you had technical problems with the chat software (no scrolling, showing errors, etc, etc) and that there were at least 2-3 disconnections. We have not heard of this happening to anyone else but I´d be happy to look into it if you send me a PM. I guess it could be anything from the software not being compatible with your platform to some other software you have installed interferring with the chat. Our chat software is provided by BOLDCHAT, a pretty big company in this area. There is no way they are employing 6 year olds!

In regards to the bonus. The bonus and deposit is moved to the bonus balance and will be released when the WR has been completed. You deposit is still your "cash" though. If you forfeit the bonus right away, the deposit will be returned as cash and to your cash balance. I dont think anything in our bonus terms are vague. Anything in particular?

Hi Erik thanks for the speedy reply. It was more than 2-3 attempts more like 8-10, and the chat software is one I have never seen. I have a fairly new PC, set almost entirely to factory settings, thus nothing that would interfere with the chat software. Using it, you are unable to see what you are typing as you type it, and more than 8 lines of chat requires a complete re-connect. I will send you my PC specs, maybe you will want to look into why this is happening. I still do not understand why $50 bonus is being held as a $100 bonus, I only received $50. Do you require a playthrough on the deposit plus the bonus? That is not covered on the t&c listed here

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[bruinsdude]

OK I found the WR part. I think I understand now.

Bonus amount
CAD 50.00

Initial wagering requirements
CAD 2,000.00


So it is a 40X WR playthrough on the $50 bonus, but my original $50 deposit will show up as bonus funds until I clear the 40X playthrough on the bonus of $50?

 

[Tirilej]

OK I found the WR part. I think I understand now.

Bonus amount
CAD 50.00

Initial wagering requirements
CAD 2,000.00


So it is a 40X WR playthrough on the $50 bonus, but my original $50 deposit will show up as bonus funds until I clear the 40X playthrough on the bonus of $50?

 

[CasinoLuck_Eric]

Yes, that is absolutely correct

And please look 3-4 posts back in this thread to see my full response regarding the bonus and terms. I think I managed to post while you were typing again...

OK I found the WR part. I think I understand now.

Bonus amount
CAD 50.00

Initial wagering requirements
CAD 2,000.00


So it is a 40X WR playthrough on the $50 bonus, but my original $50 deposit will show up as bonus funds until I clear the 40X playthrough on the bonus of $50?

 

[incrediblestuff]

OK I found the WR part. I think I understand now.

Bonus amount
CAD 50.00

Initial wagering requirements
CAD 2,000.00


So it is a 40X WR playthrough on the $50 bonus, but my original $50 deposit will show up as bonus funds until I clear the 40X playthrough on the bonus of $50?

Yes, that's about it, now was that really worth a thread title like this?
Also, just as FYI, these kind of threads are against the new casino complaints section, if you had contacted Eric as you were supposed to, i bet things would have been cleared right away, and this thread title isn't very cool towards the casino, especially taking into account what actually was the issue.

 

[bruinsdude]

Yes, that's about it, now was that really worth a thread title like this?
Also, just as FYI, these kind of threads are against the new casino complaints section, if you had contacted Eric as you were supposed to, i bet things would have been cleared right away, and this thread title isn't very cool towards the casino, especially taking into account what actually was the issue.

Good point. Perhaps a bit premature, however not having a means to contact customer service in a timely manner is also not cool. Chat issues and no phone number means deposit and wait hours before said issue is resolved and you can actually go ahead and play. The initial issue was that I got NO bonus at all, and then I felt that an error was made in allocating said bonus as the rep would not answer what had gone wrong. My expectation is to be able to deposit and play at any casino, and if a problem arises, you should have a solid means to contact them quickly so you can play. Not have to wait 24 hours for an email back as indicated in the support instructions.

 

[CasinoLuck_Eric]

I´m glad things were cleared up!

The 24h it says that an email reply can take is more or less the absolute maximum it can ever take in certain matters. You should normally have a reply to a regular support email within an hour or two. I see your missing bonus was added 12 minutes after your deposit so very I´m happy with how fast that was handled

Best of luck in the games

Good point. Perhaps a bit premature, however not having a means to contact customer service in a timely manner is also not cool. Chat issues and no phone number means deposit and wait hours before said issue is resolved and you can actually go ahead and play. The initial issue was that I got NO bonus at all, and then I felt that an error was made in allocating said bonus as the rep would not answer what had gone wrong. My expectation is to be able to deposit and play at any casino, and if a problem arises, you should have a solid means to contact them quickly so you can play. Not have to wait 24 hours for an email back as indicated in the support instructions.

 

[Casinomeister]

Admin Note: Title Change

Changed thread title to show that this was a complaint.

 

[dunover]

You can see the terms and conditions here:

You do not have permission to view link Log in or register now.

No mention of WR, or why my $50 cash deposit would suddenly transform into $100 bonus balance only.

Yes, it does explain it:

2. Your first deposit will be matched 100% in bonus funds up to a maximum of £$€200. If you are holding your account in a different currency you will receive an equivalent amount in your own currency. To check the latest exchange rates we recommend using the currency converter on www.oanda.com.

3. The bonus and qualifying deposit must be turned over (wagered) 20 times before any part of the deposit, bonus funds or associated winnings can be withdrawn from the customer's account. The bonus and matching deposit will be added to the bonus funds balance upon deposit and released to the real money balance when the wagering requirement has been cleared. If a customer wishes to withdraw funds prior to meeting his/her active wagering requirement, all bonus and any associated winnings will have to be forfeited by the player and deleted from his/her account. Players can follow their current wagering requirement(s) by checking under "My Account" -> "Available Bonus" -> “Casino”.

DRATT

 

[Jono777]

OK I found the WR part. I think I understand now.

Bonus amount
CAD 50.00

Initial wagering requirements
CAD 2,000.00


So it is a 40X WR playthrough on the $50 bonus, but my original $50 deposit will show up as bonus funds until I clear the 40X playthrough on the bonus of $50?

Yes that is correct - Great casino btw so give em chance, places don't get accredited for no reason, I play lots and trust me on this one, Next is premier league and deserves its CM status

 

[daenyboi]

Sad to hear that, me myself i loved playing at NextCasino but manually locked my account there after winning and winning, thought the slots wanted the money back if i kept playing there