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Prestige - most stupid customer support ever

Discussion in 'Online Casino and Poker Complaints - old section' started by Chrisnet, Nov 8, 2005.

    Nov 8, 2005
  1. Chrisnet

    Chrisnet Dormant account

    Occupation:
    Marketing
    Location:
    Sao Paulo
    I am relatively new to online gambling and I usually play in Intercasino and 32red. A few months ago I tried out Prestige but I lost my deposit. After that I deposited a few more times, made wagers of 250,000 altogether but always lost my deposit.
    This time I deposited 400, received a bonus of 180 and yes, I won. My balance was 3400 after wagering about 30,000. I know the terms and I play Blackjack which is not an excluded game on their Terms page (You must register/login in order to see the link.)
    But they wouldnt pay me. I don't really want to blame the casino for not paying me. Sinc its only been a week and I am quite sure they will pay me as soon as they understand my emails. The problem is, they are really stupid. It seems they don't read the email. I have to talk to them like to kids and theystill don't understand.
    I will post the last emails in this forum to inform other people of their poor support. It really is a drag and you loose lots of time when you have any problem with this casino.
    Here the emails (some things, e.g. footers cut):

    You had recently requested a cash-out on the total amount of 3,400.00 after participating in a promotion and receiving a Bonus.
    Please note that you did not comply to our promotion bonus policy, either not wagering at least the minimum required in total bets or wagering the bonus on certain bet types in Baccarat, Roulette or Craps. We have therefore credited your cashin back to your casino account.
    For further information regarding this promotion bonus policy please visit our web site's general terms and condition page at You must register/login in order to see the link. or the specific promotion's terms and conditions.
    We apologize for any inconvenience


    Please note that I wagered enough and I did not play Roulette (all sorts of Roulette), Baccarat (all sorts of Baccarat), Craps (all sorts of Craps), and SicBo (all sorts of SicBo).I read your terms AND I fulfilled them.
    > I don't like the tricks you use. First you offer me a bonus, then wen I deposit I don't get it. I go to Online support and he doesnt know about anything. I already wanted to withdraw my deposit before playing but he just wouldnt take the bonus so I had to play. Godd. I was lucky but now you let me wait 2 days before you come with this shit? It's simply a lie and you are just trying to keep me playing and loosing my winnings. Since you state a withdrawal would take 4 buisness days I am not willed to wait another 2 days only because you made errors and are even lying to me. I want my money on tuesday! I'm not going to withdraw it again. You put it back on my account for error so put it to my neteller soon. Thanks

    Dear Christian,
    Good Evening to you and thank you for choosing Prestige Casino.
    Our sincerest apologies to you for any inconvenience caused, however kindly note that after reviewing your account it was indicated that you have received the last three (3) bonuses and you have not yet wagered enough to washout your winnings.
    Kindly note that you would still need to wager 4640 more in allowed games to withdraw your winnings.
    Please be advised that these games listed below does not count towards the bonus wagering:
    Roulette (all sorts of Roulette), Baccarat (all sorts of Baccarat), Craps (all sorts of Craps), and SicBo (all sorts of SicBo).


    Hi,

    I deposited 400. Got one bonus of 100, one of 70 and one of 10. This is 180 altogether. And I wagered over 30000 with this. I am sure this is enough!!
    I was told I'd have to wager 12 times bonus + deposit in the chat an I wagerd 50 times bonus+deposit.

    Good Evening to you and thank you for choosing Prestige Casino.
    We are in receipt of your email concerns, however kindly note that the last three bonuses that you had to complete the wager for to withdraw your winnings have a different wagering requirement from what your are querying.
    kindly note that the wagering is 400.00 + 180 X 8 ( 46400)
    Please note that you have not yet played the required amount to withdraw your winnings.
    We sincerely apologize for any inconvenience caused and we hope that we have your kind cooperation in handling this matter.


    Sorry, but you better go back to your math lesson and give this email to someone who knows about numbers.
    400+180 = 580
    580 x 8 = 4,640 (and not 46,400)
    I wagered about 40,000 now and this is about 8 times the required amount.
    I cannot belief that you really are that stupid. How can you run a casino this way? How many emails will I still have to write until you pay me?
    Wow, I would have never played in your place if I would have known that when it comes to payout it is so hard.
    Altogether I have wagered 289,000 in your place. This is fucking lot of money and you treat me like this? I will never put another cent in your casino! And I hope you pay until tomorrow since it was defenetly not my fault but your stupidity that you cancelled my withdrawal. I think this is a case for the public as well. This just doesn't make good reputation.

    Dear Christiane,
    Thank you for choosing Prestige Casino.
    A pleasant evening to you Christiane, I am Nerisa here with the support team, and I am in receipt of your email.
    Christiane, let me first apologize in regards to the recent email that was sent to you. Please Christiane, it was a error on our part.
    However in reviewing your account, you will still need to wager 4,640.00 more in allowed games for the last 3 bonuses.
    We sincerely apologize for the inconvenience caused.
    Thanks for your continued interest in our casino and I am wishing you the very best in the future.
    Should you have any questions or concerns, please do not hesitate to contact Prestige Casino Support Team. We are available 24 Hours a day, 7 days a week.


    Hi Nerisa.
    I am getting really tired of this game. After the one of the last mails I received,
    (it stated: Kindly note that you would still need to wager 4640 more in allowed games to withdraw your winnings.Please be advised that these games listed below does not count towards the bonus wagering:Roulette (all sorts of Roulette), Baccarat (all sorts of Baccarat), Craps (all sorts of Craps), and SicBo (all sorts of SicBo).)
    I even played another 8000 in Blackjack (not in this list of excluded games) and now I still have to wager the same amount? And for coincident this amount is also the same amount that was the total wager requirement. This makes me think that you do not count my wagering.
    I am only playing Blackjack and this is not an excluded Game as stated on You must register/login in order to see the link.
    I hope you understand that I am right and you are wrong.
    Please pay me now.

    Dear Christiane,
    Good Evening to you and thank you for choosing Prestige Casino.
    Christiane we are in receipt of your email, however we humbly apologize for the last email that was sent to you in error.
    Kindly note that after reviewing your account it was indicated that you would still need to complete the wager of 4640 more to withdraw your winnings for the last three bonuses that you received.
    Best of luck with your games and do enjoy your evening!!


    This is just to incredible to believe. I received the same email 3 times now. It seems you are not only bad in maths but you also can't read. Please take 3 minutes read my last email again and than give me an answer to this one. You'll have one more chance to get the problem. I already explained it to you as I would explain to my 3 year old daughter and I'm sure she would understand.
    I already wagered enough.
    After I received your email that I would have to wager another 4650, I wagered another 8000 and you still say I have to wager 4650. You just don't count my wagerings!!!!!!!
    If I get one more stupid non-sense automated answer you will see this matter public in all messagebords!!!!!

    Dear Christiane,
    Thank you for choosing Prestige Casino.
    A pleasant evening to you Christiane, I am Nerisa here with the support team, I am in receipt of your email.
    As was stated in the previous e-mails, the wagering requirement for the last three bonuses have not been completed, for your withdrawal to be approved you still to wager 4640.00 in allowed games.
    Your patience and cooperation in handling the matter greatly appreciated.
    We sincerely apologize for the inconvenience caused.
    Thanks for your continued interest in our casino and I am, wishing you the very best in the future.Should you have any questions or concerns, please do not hesitate to contact Prestige Casino Support Team. We are available 24 Hours a day, 7 days a week.


    Ok,

    now that I received the same email for the 4th time I am really getting angry. I will send a copy of all this to the casinomeister first and I will also send it to his forum and to others.
    I explain the situation one more time for you even when I don't believe you will understand it This time:

    I deposited 400 and received 3 bonuses of 180 altogether for this deposit.
    The wagering is 8 x Bonus + deposit this means 8 x (400 + 180) = 4640

    As your terms on You must register/login in order to see the link. state, Blackjack is not an excluded game for those promotions.

    After my deposit I wagered about 30000. This is more than 4640 (I guess you agree here).
    Two days later you cancelled my withdrawal and told me I had to wager another 4640. In this email, it was once more stated that Blackjack would not be an excluded game. I wagered another 8000 (which also is more than 4640, right?) in Blackjack and made a withdrawal again.
    After this I received a very stupid email we don't even want to talk about and you already apologized for that error.
    But than you stated AGAIN, that there is 4640 of wagering missing.
    After this I explained very clear what the problem was: I had to wager 4640 in total and I wagered 38000 so how can I not have fulfilled the requirements.
    And look than... I receive ANOTHER email stating that I have to wager 4640.
    Don't you see it? I have wagered even a lot mor.
    How much did I have to wager for getting the bonusses? Right 4640. How much did I wager ? Right about 38000
    Did I fulfill the wagering requirement? Yes I did!
    Are you the worst and most stupid customer service team I ever delt with? Guess what...

    Please pay me

    Good morning and thank you for choosing Prestige Casino. This is Karema with the support team.

    Christiane, please note that the excluded games for the last three bonuses received that does not count towards meeting your wagering requirement are Roulette (all sorts of Roulette), Baccarat (all sorts of Baccarat), Craps (all sorts of Craps), SicBo (all sorts of SicBo) and Blackjack (all sorts of Blackjack. Due to the fact that you have only played BlackJack, which is an excluded game, you would need to wager 4640 more in allowed games. Once this requirement has been met you may proceed in placing your withdrawal request.



    Well, thats it. What do you guys think? I just sent another email with a screenshot of their own terms....
    Is this really the way you get new customers?
     
  2. Nov 8, 2005
  3. betting88

    betting88 Dormant account

    Occupation:
    advertsing
    Location:
    canada
    be careful playing at pretige casino
    too many tricks in its Ts&Cs
     
  4. Nov 8, 2005
  5. elscrabinda

    elscrabinda Experienced Member PABnorogue PABnoaccred

    Occupation:
    jvonsofdmpvs
    Location:
    Oxford
    Keep pestering them. I finally got paid after they were giving me the same runaround, by ringing them (at large expense internationally). Its a lot more satisfying speaking to someone as they don't start every conversation with "thankyou for choosing prestige casino".

    I would agree that it seems their support don't have the ability to read emails. The management are no better. Nonsense responses the whole time
     
  6. Nov 8, 2005
  7. Macgyver

    Macgyver Dormant account PABnononaccred

    Occupation:
    Student
    Location:
    North Carolina
    I know it's frustrating given their complete lack of understanding, but insulting them and cussing them out (literally, since I read some of your first emails to them) isn't going to get anywhere.

    Polite, but firm is the way to go ... even if you're really blowing your top and cursing them out loud in the privacy of your own home.

    And they may be confused since you deposited in Euros, and they think it was in pounds because of this clause in their T&C:

     
  8. Nov 8, 2005
  9. thelawnet

    thelawnet Dormant account

    Occupation:
    programmer
    Location:
    UK
    no, they aren't saying that.

    It's clear what they are saying, and that is that he must complete wagering requirements for all the money he has already lost. If they don't have anything in their t&cs to say this, they are being a standard dumb support.

    This is a very common Playtech trick - give people crappy small bonuses like 15%, non-withdrawable, and then make them wager 20 * the deposit + bonus (which can be more than 100* the non-withdrawable bonus). It's no bonus, it's just a trick to make you lose.

    Aren't Prestige bonuses non-cashable anyway? Why would you want these in the first place?

    Why not play with one of the British playtech casinos, or even Golden Palace?
     
  10. Nov 8, 2005
  11. mucullus

    mucullus Experienced Member

    Location:
    Germany
    Those playtech support emails always sound like they came from some sort of 'support robot'. I don't think you can seriously build customer relations with generic templates.
     
  12. Nov 12, 2005
  13. mgibson99

    mgibson99 Dormant account

    Location:
    Washington DC
    Agree totally. You may have a legitimate issue (maybe-see below), but you are handling it the wrong way. Cursing, calling them names (stupid, liar, etc), and threatening to spread bad PR about them will accomplish nada, other than to cause them to dig their heels in and/or ignore you. Since you said you were new to online gambling, I respectfully offer this piece of advice......if you have a problem, handle it calmly and cooly, and you might actually get it resolved. If not, you can still use other avenues (like Casinomeister) to try to get it taken care of.

    And by the way, I'm sure you were looking at this paragraph in their T&C that says BJ is not excluded:

    Prestige Casino reserves the right to change the terms and conditions of this offer at any time and it is your responsibility to periodically check here for changes and updates. Bets placed in the games of Roulette (all sorts of Roulette), Baccarat (all sorts of Baccarat), Craps (all sorts of Craps), and SicBo (all sorts of SicBo) do not fulfill players obligations with regards to the minimum wagering requirements.

    Did you read the next paragraph?

    Please Note that players depositing with £ and are not from the United Kingdom, must wager at least thirty five (35) times their deposit and bonus amount before making any cash out. Bets placed on Craps (all sots of Craps), Roulette (all sorts of Roulette), Sic Bo (all sorts of Sic Bo), Blackjack (all sorts of Blackjack), and Baccarat (all sort of Baccarat), does not fulfill the player's obligations with regard to the minimum wagering requirements for players depositing with £ and are not from the United Kingdom.

    Does this apply to you? Does this explain anything?
     
    Last edited: Nov 12, 2005
  14. Nov 12, 2005
  15. JohnGalt

    JohnGalt Dormant account

    Location:
    iugljk
    Dude, he played in Euros
     
  16. Nov 12, 2005
  17. mikepipe

    mikepipe Dormant account

    Occupation:
    owner
    Location:
    still progressing
    And even if hed did not-? Cant we expect a CS that deserves the title "service"?

    For me service quality is the most important point when choosing a casino -<of course: after deciding between MG and RTG (which are my to only ones).
    I dont have any interest in waiting more than max 2 days or begging for my own money.
    And there are enough good places. So: avoid any risks, gambking is fun enough!
    mikepipe
     
  18. Nov 13, 2005
  19. gfkostas

    gfkostas Ex-Bonus Whore

    Occupation:
    IT
    Location:
    UK
    I received the same ludicrous support from ritz club 2 years ago.I believe that there must be some bored guys at the other end copy pasting stuff:what:
     
  20. Nov 13, 2005
  21. schankwart

    schankwart Banned User - violation of <a href="http://www.ca

    Occupation:
    Secret Agent
    Location:
    Colony Gamma
    I have been playing at Prestige Casino for about five years but the new management has now gotten me off as well by simply ignoring my emails and.... having read a number of other complaints.
    I am a bit sad but its better to know it now then when its too late.
     

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