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Casino Complaint Platinum Reels Casino Interesting Conversation? They do not like questions!! LOL!!!

Discussion in 'Casino Complaints - Bonus Issues' started by cwallace4, Sep 8, 2012.

    Sep 8, 2012
  1. cwallace4

    cwallace4 Dormant account PABnoaccred

    Account Executive
    Transcript of your chat
    1 recipientsCC: recipientsYou MoreBCC: recipientsYou
    Hide Details FROM:Gerard TO:breakawaybailbonds190@yahoo.com Message flagged Saturday, September 8, 2012 12:23 AM The following is a record of your online chat.

    General Info
    Chat start time Sep 8, 2012 12:58:23 AM EST
    Chat end time Sep 8, 2012 1:23:21 AM EST
    Duration (actual chatting time) 00:24:58
    Operator Lisa

    Chat Transcript
    info: Please wait for a site operator to respond.
    info: You are now chatting with 'Lisa'
    Lisa: Hi , welcome to our live help facility. How may I assist you today?
    you: This email is not visible to you.
    you: hi Lisa can you tell me why I am not eligible for the PRBM20 bonus spin code? I was not eligible b4 because the live chat host told me that I had only deposited once and tha the bonus spins would not open to me until I deposited twice, so i deposited again and am sill not eligible can you check please thank you
    Lisa: Where did you see this offer advertised
    you: My mom sent it to me she is the one who recommended this casino to me.
    Lisa: Regretfully this offer is not available as it was posted on a forum
    Lisa: We are not affilated to any blogs / forums
    Lisa: As a new player you qualify for the FREE10. . To activate this offer, the player must make their first deposit and claim the 100% match bonus on this deposit with the bonus code PRWB100. Thereafter, you may claim the FREE10 bonus spins.
    you: I have claimed that bonus and and I also claimed the bonus from last week that came in my e-mail so how do I claim the 10 free spins because I did not ever get those
    you: they were both depsoit bonuses not no deposit bonuses
    you: do i just claim the code FREE10?
    Lisa: Yes after you make your first deposit and claim the PRWB100 then you can claim it
    you: I have already done that
    Lisa: Sorry a moment please
    you: and i just tried that code and it says I am not eligible for that bonus either
    Lisa: You are requested to submit documents as your account has been restricted
    Lisa: by the Risk Department for some reason so this would prevent you from deposits or claiming any bonus offers
    Lisa: I see that this offer was also already claimed
    Lisa: in August
    Lisa: So you will not be eligible as this is not a new account
    Lisa: You are required to send us a copy of your drivers license, utility bill, copies of credit cards used to purchase and transaction declaration form which I will send to you now
    Lisa: Please complete and send back to us
    Lisa: Once it is all approved, the restriction will be uplifted
    you: What offer? I just opened an account in August of course I claimed the PRB100 in August on my first deposit and I just deposited here last week-end. Just forget it this casino seems very dishonest you sure took my money twice without submitting documents, that will not happen again and I will report you as rogue and put this conversation on the internet so everyone knows this. And I will send this to my mother who deposits everyday with your casino. Thanks for your time.
    info: Your chat transcript will be sent to This email is not visible to you. at the end of your chat.
    Lisa: You may view your transaction history to see the offers claimed
    Lisa: You claimed the PRFREE10
    Lisa: PRWB100 (100% match)
    Lisa: Free Spins offer and PR40200.
    Lisa: You can still claim the remaining bonus offers from the opening offer - 30% match and 50% matches
    you: I know I claimed those offers I told you I did. I was asking why the rep told me if I deposited twice my account would be open to future bonuses. That wa the question. You just told me my account was restricted and I could not deposit or claim any offers. Wich is it?
    you: Which is it?
    Lisa: One moment please
    Lisa: Thank you for holding
    Lisa: I am reviewing your account and there was a general risk review conducted on all players accounts yesterday. And your's was one of them.
    Lisa: A note is saved in your account since yesterday (this was after you last contacted us)
    Lisa: It was a risk review which states that the account has become restricted pending documents
    Lisa: have you received any email notification from our Risk team regarding the documents?
    Lisa: At the moment they are currently closed as they do not operate over weekends. If you could send them in this weekend, we could forward it to them and first thing on Monday morning they can review and remove this restriction so that you can take advantage of our bonus offers
    you: No I have not. I recieved an e-mail today offering the same bonus codes that I used last weekend.There is no problem Lisa there are plenty of Bet On Soft casinos that will take my money and not give me the run-around. I appreciate your help with this matter even though I still have not got an answer to my original question. Why because I contacted you about this same issue? LOL! I guess I am a risk because I would like answers to questions that you do not like. Thanks for your help have a nice night!
    you: Please close my account.
    Lisa: We also have a new promotion running - its a New York promotion. All you need to do is register for the competition and we will give you free spins.
    Lisa: Certainly I am sorry you feel that way
    Lisa: I will close your account however, this is just a requirement by our security department
    you: I have already registered for that competition. But as you said even if I had not I would still not be eligible for the offer and you are still trying to give me something I am not eligible for. It makes no sense. Have a good night.

    Reply to:
    Reply to Gerard
    Reply to Gerard Send
  2. Sep 8, 2012
  3. Nifty29

    Nifty29 Dormant account

    Turn right, then right. then right again
    Based on what you posted, the CSR was bending over backwards, and you were being difficult and unreasonable.

    You tried to claim a bonus code that was NOT sent to you.personally, and got snippy when they wouldn't honour it.....they don't have to.

    You were asked for ID because your account was restricted, and you didn't provide it. You claim you "didn't receive the email".....well stop using hotmail as they are notorious for blocking emails.

    Either way, you weren't entitled to the bonus, so move on. The only party who comes out of this looking bad is you.

    FWIW, the rep answered ALL your questions, so why state "they don't like questions"?. Title should be "I can't get a freebie that I'm not entitled to" IMO.
    2 people like this.
  4. Sep 8, 2012
  5. mattsgame

    mattsgame Ueber Meister CAG webmeister

    Web Master
    Clown Town
    The rep answered every single question you put to them, I see you not asking where to send your docs or how to send your docs, you went around the question twice and was only concerned about the bonus. Just a fyi, there maybe plenty of Bet On Soft casinos that will take your deposit, they will then also for docs eventually.

    Why not just send your docs? the csr said once that was done you could claim bonuses?

    BTW not a good idea to be threatening them by posting it on forums and site, this will get you booted from cm faster than the casino itself.
    1 person likes this.
  6. Sep 8, 2012
  7. vinylweatherman

    vinylweatherman You type well loads CAG MM

    STILL At Leisure
    United Kingdom
    All very well, but when the OP decided to close the account:-

    Here, the rep offers free spins, the very thing this whole argument was about.

    Having spent most of the chat telling the player they were not eligible for any free spins, and needed to send in documents to remove all the account restrictions, she ends by saying all the OP needs to do is register for this new promo and get some free spins. Surely, faced with a player clearly interested in hoovering up all possible boni and freebies, they should have been more than happy to rid themselves of this burden and close the account as requested. This is without the risk department already having flagged the account for something else, suggesting not only a "bonus hoover", but a possible fraud/multi accounter.

    They should also take a closer look at his Mum's account too; he claims the code was given to him by his Mum, but the rep knows it is a code that has been posted on forums, which has presumably caused the casino to invalidate it. Whether on a forum or from his Mum, it is just as invalid if the terms state "only those sent this code may use it".
  8. Sep 8, 2012
  9. Nifty29

    Nifty29 Dormant account

    Turn right, then right. then right again

    Come on vinyl.

    The first time they said close my account, the rep was obviously in the middle of providing the player's transaction history to show that previous bonuses had been claimed (addressing the OP's earlier question). You will also notice the OP continued the questions after this, making it obvious they wanted to keep the matter alive.

    The second time, the reps message was in response to a previous question which she was obviously typing whilst the OP made the statement.

    There are no time stamps on the replies, which I have no doubt would show that this is not a case of the rep ignoring the OP. You know how deceiving a chat log can be, as do I.

    It's also interesting that the OP didn't mention it, showing that it obviously didn't bother them.
    1 person likes this.
  10. Sep 8, 2012
  11. vinylweatherman

    vinylweatherman You type well loads CAG MM

    STILL At Leisure
    United Kingdom
    All the more reason for the rep to seize the moment and call the OP's bluff by actually closing the account there and then. What happened is the rep walked right into it, offering what are probably the same free spins when the OP bluffed they were closing the account. This shows that she gave in under pressure, instead of standing her ground. It is also inconsistent with earlier replies about the account having been restricted "yesterday" for documents, and that the OP had claimed all boni available to him. The cave in also makes it look like the earlier reasons were made up BS, and they already looked a bit dodgy to start with, having all been done "yesterday" just before everybody went home for the weekend. It seems odd that a whole bunch of accounts will be "restricted" just before the staff needed to deal with affected players and their documents takes a couple of days off.

    She also said they were not affiliated to any forums or blogs, yet this is probably BS as they would have an affiliate program, and it is their affiliates that will have the websites offering these promotions with the full blessing of the affiliate program. When faced with an advantage player, CS should be careful what they say lest it be repeated on a forum for analysis for BS.

    A simple "this code has not been allocated to your account" would have served the purpose better. She could have gone on to explain that the code would only have been allocated to his Mum's account, which is why it didn't work for him.
  12. Sep 8, 2012
  13. ksech

    ksech Dormant account

    psssttt Nifty...it's a Yahoo account (yeah I know...same difference:))

    The OP will keep encountering this problem as most casinos will require docs at some point. It's moot to argue with CSR, unless they are only after the freebies. If the OP had read the CSR response, she did answer the question...

    Also, if you notice...in the middle of this chat transcript "info: Your chat transcript will be sent to This email is not visible to you. at the end of your chat"..this is typically the end of a chat session...

    But the OP continues with lisa like the session was never ended??? Looks like a chopped, chat session to me, JMO...
    2 people like this.
  14. Sep 8, 2012
  15. rockycatt

    rockycatt meistercatt

    so do we like this casino or not ? because we have so little to choose from here in u s
  16. Sep 8, 2012
  17. Nifty29

    Nifty29 Dormant account

    Turn right, then right. then right again

    I know you will never admit you are wrong, but you still aren't getting it:

    Vinyl...you know how live chat works. Replies are often behind the latest question.

    It is obvious to anyone reading carefully that the FIRST reply about the New York promotion was in response to the PREVIOUS remark about only receiving last weekends bonus codes.....hence she mentioned that promotion to try to ASSIST the OP in getting free spins, which they were obviously after.

    The SECOND reply was obviously related to the "close my account" request.

    THere are no timestamps on the chat, so you cannot tell whether the remark from the rep about the promotion came 1 second before the "close my account" request....in which case the rep obviously could not respond to it because they were already sending their response to the previous question. Still, you know all of this. IMO you're just trying to create issues that are not there. The only way the conversation even makes sense is if you realise that at times the questions and answers cross over each other...everybody who uses chat knows that this happens.

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