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Wager Junction Group - Chat Support knows nothing

Discussion in 'Casino Complaints - Non-Bonus Issues' started by poser, Sep 23, 2007.

    Sep 23, 2007
  1. poser

    poser Experienced Member

    Occupation:
    Student
    Location:
    Hamburg
    Hi,

    I tried to play at Geisha Lounge and King Solomons. Before, I asked in the chat about the bonus and the terms ans so on.

    It was obvious, that both employees I spoke with had NO clue about anything. Before each answer, I was always:"Just amonent, I check the T+Cs". Then, they copy and paste something. But, worse, one of them just didn't understand my question, and said things, I never read in the T+Cs.

    For example, he stated, that at Geisha Lounge, you can only get winnings in portions of 250 $ max. I couldn't belive it and didn't find it in the T+Cs or banking or Promo terms. But, he said it was the truth.

    Is this true ?

    Another questiom was about the cashability of the bonus. The terms are a little tricky here, so I asked: The terms say, you can only cash out bonus or portion of it (!?), if you made a profit on it. The example was: If you deposit 100, get 100 bonus, play all through and then have 190 left, if you then try to cash out 190, 90 will be put back into account. OK, but I wanted to know, what is, when I have more then 200 (in the exaple). Can I then cash out the bonus, or is it just sticky ?? The employee just couldn't answer this. At the end he stated the thing about the 250, what I never asked, but what was of cos good to know, if its true !!?

    Here is a little:

    {Tony} No the max yoc take out will be 250.../
    {ME} 250 ??
    {Tony} you can not cash all in one swoop.../
    {ME} ??? WHY
    {Tony} Its the rules.../

    TRUE ??

    poser
     
  2. Sep 24, 2007
  3. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Many, if not all, RTG casinos have these weekly limits, but it looks like a zero has got lost here, it is more like $2500 per week.

    The other bonus term indicates the bonus is conditionally cashable. If you meet WR and lose overall, you can only cash out your deposit, the bonus stays put for further play. You cannot claim another coupon till you have no balance on the account, and must therefore play the left over bonus till it hits a level that makes it cashable, or it has been lost.

    It seems that it is no good asking CS to explain unclear terms, as it seems in this case they were just as unclear to CS, they could not elaborate further.
    Naturally, if you BREACH the terms you could face confiscated winnings, bonus bans, and locked accounts.

    If you meet WR and win, it is simple, all can be cashed in subject to weekly limits.

    To clarify this $250 limit quoted, try sending a PM to the rep to see if they really meant $2500, or they have some extra terms for certain payment methods.
     
  4. Sep 24, 2007
  5. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Hi Poser,

    You actually managed to get hold one of their staff at live chat. I tried many times and finally gave up as nobdoy was available it was claimed.
     
  6. Sep 24, 2007
  7. kavaman

    kavaman Senior Member PABnononaccred3 PABnononaccred3 MM

    Occupation:
    It
    Location:
    finland
    Wager Junction chat support is a bit clueless one. I mean what they can do is copy paste from the terms and conditions and thats it. Also takes forever and a day to get an answer from.
    They say they are not directly connected with the casinos, and can only view some of the account information and when it comes to banking questions they are SENDING AN EMAIL to the casinos banking department, and say that they cannot contact them by any other means. How can that be... Are phones not invented yet? ;)
    This is the answer i always get, so its not just a once off answer. Find it totally absurd.

    -kavaman
     
  8. Sep 24, 2007
  9. Wagerjunction

    Wagerjunction Dormant account

    Occupation:
    Aff Manager
    Location:
    London
    WJ Group of Casinos

    Hello Guys

    Bryan has kindly brought this to my attention and i have spoken to the Call Centre Manager re the response that Poser received . Obviously it was not a satisfactory response by our call centre and we will be taking further action .

    Kavaman - sometimes it is simply not possible to pick up a phone and make a call as not all departments are open for 24 hours .- thus the need to email them.

    I do agree that response times are still somewhat slow but i can tell you things are improving and will continue to improve moving forward.

    Thank you for bringing this issue to my attention - action will be taken.

    Regards
    Greg
     
  10. Sep 25, 2007
  11. poser

    poser Experienced Member

    Occupation:
    Student
    Location:
    Hamburg
    @GrandAcesGeisha: Maybe you can clear up the thing about the 250$. Or is it just BS ? Could find it nowhere in your terms..

    If I hear this from a live chat, I must take it for real, so never play in this casino.... 250 !!!????? What if you hit a progressive ? Is it possible to bequeath a casino account to my children ??

    But, btw, good to hear from you here so fast, thx.
     
  12. Sep 25, 2007
  13. Wagerjunction

    Wagerjunction Dormant account

    Occupation:
    Aff Manager
    Location:
    London
    Terms and Conditions

    Poser the terms and conditions are there for you to review and go through at the following link on the site :

    You must register/login in order to see the link.

    They are quite clearly displayed at the bottom of the main page where most T&Cs can be found

    I am happy to verify what they say though in regards to the point you brought up . .

    The General Terms and conditions state the following :

    A maximum of $5000 will be sent per month, all balances will be sent the following month(s).

    Let me know if that answers your question

    Regards
    Greg
     
  14. Sep 25, 2007
  15. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Better employ some better CS - how can you misread $5000 as $250:confused:

    RTG is strictly for low to mid rollers, $5000 a MONTH would be a joke to those who place big bets. This is worse than I thought, which was $2500 a week, misread as $250 by the CS.

    Although there would be times where CS could only send an E-mail to another department, this would NOT be the case during working hours when the other departments would be open.

    If kavaman was told that only E-mail could be used and this happened during working hours for the casino support (GMT/BST I believe), then this from GrandAcesGeisha is a bogus explanation as to why CS could not expedite the matter over the phone
     

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