FourTeller
Dormant Account
- Joined
- Mar 7, 2008
- Location
- Here
While relatively new to the online casino scene, I've been playing internet poker for a couple of years and know enough by now to do my homework before registering and depositing into a new gaming account. This has become even more important since the UIGEA was passed and caused so much upheaval that negatively affected many customers - mostly Americans but also, to a lesser extent, those of us north of the border who are now deprived of Neteller as a convenient means of funding.
Probably the most important source of information about any casino is its official site. Prospective and current customers rely on the practical information provided there about its games, products and services to be as accurate and truthful as possible, at least when it was originally posted. Should circumstances change or any of the facts not apply to a given situation, the website should be updated appropriately as soon as possible. At least, that is what I would expect from any reputable business, which is what I thought Victor Chandler was.
Last week I registered at VCCasino.com based on a number of factors i.e. a well known and established brand, variety of games, solid software platform, generous signup bonus and available payment methods. The last couple of criteria were particularly crucial: According to the T&Cs, there is a time limit for claiming the welcome promo from when a customer signs up and so I specifically waited till I had enough funds in my preferred ewallet before doing so. My mistake was relying on the information provided on the casino's
Note - in addition to the questionable claim of having "the best banking service of any online casino operator" - that Click2Pay and EcoCard are both listed as alternative payment methods and their logos are also included in the small flashy graphic at the bottom of all the VC Casino webpages, indicating that they are accepted funding services. This is however not the case at the other gaming division sites i.e. sportsbook, poker etc. which are apparently operated separately and have separate cashiers. EcoCard does show up on VCBet but nowhere else, while Click2Pay is never mentioned at all outside the casino site specifically.
Back to my experience as a new customer relying on details provided voluntarily by the company itself. Imagine my confusion and puzzlement, then, upon signing into VC Casino for the first time and entering the online banking section only to find that Neteller was the only ewallet option available After clicking around for a while and looking in vain, it soon became clear that neither Click2Pay nor EcoCard were actually offered or were in fact very cleverly hidden So I sent an email just to be certain and, within a short period of time (to VC's credit) got a reply confirming my worst fears.
In the interests of brevity and caution (as there is some legalese at the bottom of VC's emails that potentially prohibits reposting them publicly), I'll summarize and occasionally quote from the written exchange that resulted. The initial reply I got stated that while Click2pay and EcoCard are not offered in the casino, "these methods of payment are listed on our site as they are used on the sports betting side of the business." Now I let the matter slide for a couple days and was actually very close to either trying out other funding options or giving up on the casino altogether, at least in the near future.
Over the weekend, however, I decided to check out the assertion about the two alternative methods being available elsewhere on VC, a fact that I found to be essentially false as I had already suspected since I had already tried signing into the sportsbook to see if there was any way to transfer funds from there to the casino (none that I could see) as most other gaming sites allow and had only seen EcoCard there. So I sent a somewhat terse second message disputing what I had been told initially and asking that VC Casino update any pages that contained misleading details to avoid a similar situation arising in future with other users.
At this stage I thought that maybe the support staff were just slightly clueless and under the mistaken assumption that customers were being given identical banking information across all the company sites. Despite this, I still expected an admission that the information about Click2pay and EcoCard given on their website is wrong, or at least a promise (however false) to check it out or forward the matter to a manager, webmaster etc. The email I got back seemed to confirm, at least partially, my suspicion about VC customer support's (lack of) knowledge concerning their website. However, there was no acknowledgement whatsoever of any changes or edits being forthcoming.
Click2Pay, I was helpfully informed, is available to Chinese (only?) casino customers while EcoCard can be used (presumably most/all) in the sportsbook. My request to correct the online banking info apparently did not merit any consideration at all, just this: "I apologise if you feel misinformed but as advised the web site is for players from all countries." Admittedly, my next email expressed some of my strong exasperation and irritation at VC's refusal to even admit that there is anything wrong with advertising certain payment services that are in fact not available to the majority of customers, let alone rectify the situation. (My messages were never abusive or downright nasty, only annoyed and slightly sarcastic at times.)
Seriously, how difficult is it to add a "China only" disclaimer next to the Click2Pay option on the casino banking help page and eliminate any reference to EcoCard entirely? The fact that VC Casino - or their CS ayway - won't even consider the notion just totally boggles my mind. In my disgust, I wrote that I was having serious second thoughts about actually being a real money customer there - based not only on this but also the experience of players at their poker site who felt misled about certain promos - and that I didn't require a further response from them. As far as I was concerned, that was the last time I would bother trying to make my case directly to VC.
Earlier this week, I relented a bit and decided to try one last ditch attempt to contact someone higher up who might take the matter more seriously. The closest I could find to a casino manager was some marketing person, though, so I sent another email expressing my dissatisfaction with both the misleading webpage and support's (lack of) response, in addition to reiterating my reluctance to deposit money (through some other cumbersome, pricy method) at a site that willfully deceives customers. At the last minute I CCed the message to VC CS as well but have yet to receive any response from either.
To sum up, I am making a complaint about a site that I currently don't have a single cent in and probably never will if the status quo remains. Compared to most of the other (usually financial) disputes posted here, this one may rank as pretty low or even insignificant. At this point, it's more a matter of principle than anything else - after all, if a supposedly 'reputable' casino like Victor Chandler won't even tackle a simple matter like this one, how much can be expected when dealing with a more 'shady' site operator over a much bigger problem?
Probably the most important source of information about any casino is its official site. Prospective and current customers rely on the practical information provided there about its games, products and services to be as accurate and truthful as possible, at least when it was originally posted. Should circumstances change or any of the facts not apply to a given situation, the website should be updated appropriately as soon as possible. At least, that is what I would expect from any reputable business, which is what I thought Victor Chandler was.
Last week I registered at VCCasino.com based on a number of factors i.e. a well known and established brand, variety of games, solid software platform, generous signup bonus and available payment methods. The last couple of criteria were particularly crucial: According to the T&Cs, there is a time limit for claiming the welcome promo from when a customer signs up and so I specifically waited till I had enough funds in my preferred ewallet before doing so. My mistake was relying on the information provided on the casino's
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:Note - in addition to the questionable claim of having "the best banking service of any online casino operator" - that Click2Pay and EcoCard are both listed as alternative payment methods and their logos are also included in the small flashy graphic at the bottom of all the VC Casino webpages, indicating that they are accepted funding services. This is however not the case at the other gaming division sites i.e. sportsbook, poker etc. which are apparently operated separately and have separate cashiers. EcoCard does show up on VCBet but nowhere else, while Click2Pay is never mentioned at all outside the casino site specifically.
Back to my experience as a new customer relying on details provided voluntarily by the company itself. Imagine my confusion and puzzlement, then, upon signing into VC Casino for the first time and entering the online banking section only to find that Neteller was the only ewallet option available After clicking around for a while and looking in vain, it soon became clear that neither Click2Pay nor EcoCard were actually offered or were in fact very cleverly hidden So I sent an email just to be certain and, within a short period of time (to VC's credit) got a reply confirming my worst fears.
In the interests of brevity and caution (as there is some legalese at the bottom of VC's emails that potentially prohibits reposting them publicly), I'll summarize and occasionally quote from the written exchange that resulted. The initial reply I got stated that while Click2pay and EcoCard are not offered in the casino, "these methods of payment are listed on our site as they are used on the sports betting side of the business." Now I let the matter slide for a couple days and was actually very close to either trying out other funding options or giving up on the casino altogether, at least in the near future.
Over the weekend, however, I decided to check out the assertion about the two alternative methods being available elsewhere on VC, a fact that I found to be essentially false as I had already suspected since I had already tried signing into the sportsbook to see if there was any way to transfer funds from there to the casino (none that I could see) as most other gaming sites allow and had only seen EcoCard there. So I sent a somewhat terse second message disputing what I had been told initially and asking that VC Casino update any pages that contained misleading details to avoid a similar situation arising in future with other users.
At this stage I thought that maybe the support staff were just slightly clueless and under the mistaken assumption that customers were being given identical banking information across all the company sites. Despite this, I still expected an admission that the information about Click2pay and EcoCard given on their website is wrong, or at least a promise (however false) to check it out or forward the matter to a manager, webmaster etc. The email I got back seemed to confirm, at least partially, my suspicion about VC customer support's (lack of) knowledge concerning their website. However, there was no acknowledgement whatsoever of any changes or edits being forthcoming.
Click2Pay, I was helpfully informed, is available to Chinese (only?) casino customers while EcoCard can be used (presumably most/all) in the sportsbook. My request to correct the online banking info apparently did not merit any consideration at all, just this: "I apologise if you feel misinformed but as advised the web site is for players from all countries." Admittedly, my next email expressed some of my strong exasperation and irritation at VC's refusal to even admit that there is anything wrong with advertising certain payment services that are in fact not available to the majority of customers, let alone rectify the situation. (My messages were never abusive or downright nasty, only annoyed and slightly sarcastic at times.)
Seriously, how difficult is it to add a "China only" disclaimer next to the Click2Pay option on the casino banking help page and eliminate any reference to EcoCard entirely? The fact that VC Casino - or their CS ayway - won't even consider the notion just totally boggles my mind. In my disgust, I wrote that I was having serious second thoughts about actually being a real money customer there - based not only on this but also the experience of players at their poker site who felt misled about certain promos - and that I didn't require a further response from them. As far as I was concerned, that was the last time I would bother trying to make my case directly to VC.
Earlier this week, I relented a bit and decided to try one last ditch attempt to contact someone higher up who might take the matter more seriously. The closest I could find to a casino manager was some marketing person, though, so I sent another email expressing my dissatisfaction with both the misleading webpage and support's (lack of) response, in addition to reiterating my reluctance to deposit money (through some other cumbersome, pricy method) at a site that willfully deceives customers. At the last minute I CCed the message to VC CS as well but have yet to receive any response from either.
To sum up, I am making a complaint about a site that I currently don't have a single cent in and probably never will if the status quo remains. Compared to most of the other (usually financial) disputes posted here, this one may rank as pretty low or even insignificant. At this point, it's more a matter of principle than anything else - after all, if a supposedly 'reputable' casino like Victor Chandler won't even tackle a simple matter like this one, how much can be expected when dealing with a more 'shady' site operator over a much bigger problem?