Question why am I having issues with Trada?

[DreamRJ]

Just a question for anyone?

Why on earth do Trada Casino have such a high rating on CM?

Let me get started with why I am asking this question with detailed issues I have had and still having!

Issue 1: > I sent email a month ago to verify my account because I wanted to find a new casino to play at.
Long story short, I did not get any emails confirming they had my ID email. And also live chat stopped working and kept giving me errors everytime!

So I tried live chat for a few days to see if it worked then and still couldn't get onto live chat, same errors! So I then decided to not even bother. So I gave up!

Resolved: So yesterday I decided to try their site again and email the reps for trada on CM and then spoke to a live chat agent. Who said that my ID was approved and my account was fully verified 2 hours after I sent the email! Go figure right? So I explained to them I did never get any emails. They even sent me test emails and I didnt get them. So they then said, do I have a different email I can use? So I said yes So I changed my email to a different one with gmail.

So there is obviously issues with microsoft email accounts, mine is a live.com one. Anyway that was all good, And I got the test emails in my gmail account. So this was resolved

Issue 2: > Live chat as I mentioned kept giving me errors everytime I tried to start a chat. It just said error every single time.

Issue 3: > Some Microgaming slots keep opening in touch mobile mode even though I am on a desktop PC with a 4k TV as monitor and using the 4k resolution!

So I have to keep opening and closing the games until they launch in the correct desktop version. This is happening on some of the older Mg slots, thunderstruck for example!

Issue 4: > Active Bonuses do not vanish - So after the issues I had, live chat gave me 25 free spins on Eye Of The Amulet slot. And I won like £3 on them, so I then switched to thunderstruck to clear the balance, cos it is the only slot I can think of that has selectable lines so you can zero a balance.

So when I logged out yesterday my balance was 0.00, But when I decided to do a deposit for the welcome bonus today the 200% one with code: 200MATCH I started playing without even realizing that the 25 free spins I got given yesterday was still showing active with wagering still being done on it. So the 200MATCH one wasnt even started, because it never even cancelled the 25 free spin bonus from yesterday even though my balance was zero!

Now I am sorry but this is totally disgusting and out of line.

Live chat was also offline, they only work between 9am - 11pm UK time. So how on earth was I even able to cancel that active bonus, there is no option to cancel them.

Issue 5: > Net Ent, Quickspin slots have had the fast spin disabled. So basically you can not click spin really fast to do the fast spins where you go frantic. I hate that they did this. Because sometimes it is soo boring and slow. And I like to speed things up and with that disabled it is hard to speed it up.

So any input from others would be appreciated.

So yeah I am sorry but I give trada casino a 4/10

I dont think I will be playing here ever again. The above issues apart from the email issue that was resolved has put me right off.

Thanks

 

[DreamRJ]

Note to mod: Can you please edit the title so that it says: How does Trada Casino have such a high rating on CM?
instead please?

Thanks

 

[Tirilej]

I don't understand. What does your experience have to do with the rating at CM?

Having some small issues is common, and you do have active reps to talk to when you run in to problems. Also great support.

 

[DreamRJ]

I don't understand. What does your experience have to do with the rating at CM?

Having some small issues is common, and you do have active reps to talk to when you run in to problems. Also great support.

So you dont think that the fact that the active bonuses do not get removed once you get a 0.00 balance is any reason to be concerned? When as I said above in my OP that I was basically still wagering with my deposit+bonus on the 25 free spin bonus even though my balance was 0.00. I checked after like 20mins to see, and it shown active bonus with remaining wagering still in the 25 spin one and the 200match one wasnt even started. Cos it still said £2000 left in that 200match one cos I maxed the welcome bonus of £25, so I had £75 start balance. So £50 bonus X 40 wager = £2000!

 

[Jono777]

Live help will clear old bonuses in seconds AND they will speak to you like a fellow human being

When you win you'll get paid, good games selection which 9/10 run smooth. Daily promo calander, freebies from time to time, best CS in the land and Rachel (rep) is great

So, there are far worse places also. I'd chalk it up as teething problems and wouldn't give up on em just yet.

 

[pinnit2014]

Only reason I don’t play there is that it’s simply an unlucky casino for me. We all have them...Having said that the quick spin absence, though appearing minor, does grate on me, particularly with DOA.

Can’t say iv noticed any issues with bonus offerings however.

 

[DreamRJ]

Live help will clear old bonuses in seconds AND they will speak to you like a fellow human being

When you win you'll get paid, good games selection which 9/10 run smooth. Daily promo calander, freebies from time to time, best CS in the land and Rachel (rep) is great

So, there are far worse places also. I'd chalk it up as teething problems and wouldn't give up on em just yet.

But as I said. Live chat was not even online, So I was not even able to ask them to cancel it. So that is not great what so ever. A site that only has live chat available between 9am - 11pm is not good enough! They should then give an option in the active bonus screen so we can cancel the bonuses. Because I was basically screwed. Cos what if live chat was on. That might have deleted some of my balance because it still shown it was active even though the balance was 0.00 when I deposited. I am sorry but this is just not good enough!

 

[SpinUk]

Trada are a great site and their guy Conor is amazing. They do indeed speak to you like a person and get to know rather than a treat you like a robotic number (something to do with the fact they are based in Ireland rather than the likes of Romania). Yes - a cultural stereotype that is actually true in this case.

Its never been the most technically advanced site - and it shows - but they more than make up for it with their customer service and always have done.

 

[Tirilej]

So you dont think that the fact that the active bonuses do not get removed once you get a 0.00 balance is any reason to be concerned? When as I said above in my OP that I was basically still wagering with my deposit+bonus on the 25 free spin bonus even though my balance was 0.00. I checked after like 20mins to see, and it shown active bonus with remaining wagering still in the 25 spin one and the 200match one wasnt even started. Cos it still said £2000 left in that 200match one cos I maxed the welcome bonus of £25, so I had £75 start balance. So £50 bonus X 40 wager = £2000!

No, that is not a reason to be concerned, and still have nothing to do with their rating here.
I suggest you talk to them instead. Ask why they have such a system in place, and why they don't have livechat 24/7.
Maybe you will get an answer you can accept, or maybe not. Remember you don't have to play there, and I doubt Bryan will lower their rating based on your issues there.

 

[Denis Becker]

there are some more slots with selectable lines... maybe (break da bank again, tomb raider secret of the swords, Wild Turkey...)

because youre right with some issues about slots that were switched from html5/desktop standard from time to time and they didn't collected sometimes or just the wrong archievements in the MG slots Thunderstruck2/Immortal Romance/Playboy

 

[DreamRJ]

there are some more slots with selectable lines... maybe (break da bank again, tomb raider secret of the swords, Wild Turkey...)

Wild Turkey does not allow you to select lines!

 

[Denis Becker]

Wild Turkey does not allow you to select lines!

did you have checked it ?? because they do... see here

 

[DreamRJ]

did you have checked it ?? because they do... see here

View attachment 88635

So they still have the old flash version then of wild turkey?

 

[maxd]

Thread title modified to better reflect the OP's actual situation.

 

[TradaCasino]

Just a question for anyone?

Why on earth do Trada Casino have such a high rating on CM?

Let me get started with why I am asking this question with detailed issues I have had and still having!

Issue 1: > I sent email a month ago to verify my account because I wanted to find a new casino to play at.
Long story short, I did not get any emails confirming they had my ID email. And also live chat stopped working and kept giving me errors everytime!

So I tried live chat for a few days to see if it worked then and still couldn't get onto live chat, same errors! So I then decided to not even bother. So I gave up!

Resolved: So yesterday I decided to try their site again and email the reps for trada on CM and then spoke to a live chat agent. Who said that my ID was approved and my account was fully verified 2 hours after I sent the email! Go figure right? So I explained to them I did never get any emails. They even sent me test emails and I didnt get them. So they then said, do I have a different email I can use? So I said yes So I changed my email to a different one with gmail.

So there is obviously issues with microsoft email accounts, mine is a live.com one. Anyway that was all good, And I got the test emails in my gmail account. So this was resolved

Issue 2: > Live chat as I mentioned kept giving me errors everytime I tried to start a chat. It just said error every single time.

Issue 3: > Some Microgaming slots keep opening in touch mobile mode even though I am on a desktop PC with a 4k TV as monitor and using the 4k resolution!

So I have to keep opening and closing the games until they launch in the correct desktop version. This is happening on some of the older Mg slots, thunderstruck for example!

Issue 4: > Active Bonuses do not vanish - So after the issues I had, live chat gave me 25 free spins on Eye Of The Amulet slot. And I won like £3 on them, so I then switched to thunderstruck to clear the balance, cos it is the only slot I can think of that has selectable lines so you can zero a balance.

So when I logged out yesterday my balance was 0.00, But when I decided to do a deposit for the welcome bonus today the 200% one with code: 200MATCH I started playing without even realizing that the 25 free spins I got given yesterday was still showing active with wagering still being done on it. So the 200MATCH one wasnt even started, because it never even cancelled the 25 free spin bonus from yesterday even though my balance was zero!

Now I am sorry but this is totally disgusting and out of line.

Live chat was also offline, they only work between 9am - 11pm UK time. So how on earth was I even able to cancel that active bonus, there is no option to cancel them.

Issue 5: > Net Ent, Quickspin slots have had the fast spin disabled. So basically you can not click spin really fast to do the fast spins where you go frantic. I hate that they did this. Because sometimes it is soo boring and slow. And I like to speed things up and with that disabled it is hard to speed it up.

So any input from others would be appreciated.

So yeah I am sorry but I give trada casino a 4/10

I dont think I will be playing here ever again. The above issues apart from the email issue that was resolved has put me right off.

Thanks

Issue 1:

Yes I have reviewed your chats here from yesterday. I do see that the issue was found as you mentioned (i.e. Microsoft blocking your emails) and that we have changed your email address to ensure this issue doesn't reoccur. This would be something we have no control over but I'm glad it's all sorted

Issue 2:

I have never had reports of the live chat errors you experienced last month. If it ever does reoccur, please take a screenshot and send it to me. I'll investigate it right away once we can recreate the problem.
No other players experienced a similar issue so perhaps this is device/browser specific. Any extra info you can give me on this would be greatly appreciated.

Issue 3:

I have seen this problem with only one other account at TradaCasino. I have also seen it the same issue reported at once at another casino, so again this might be browser/device specific. Please PM me the details if you can so I can look into it.

Issue 4:

In normal circumstances, if your balance is less than 1.00 (with an active bonus) and you make a new deposit the bonus wagering will automatically redeem itself. There are instances where we have seen this doesn't work on some accounts, and we haven't been able to isolate the exact problem yet but we are working on it. I will say however that we would never let this give you a disadvantage you when wagering a bonus.

If for example, you would have met wagering (had this previous bonus not carried over), I would calculate what your balance was when the wagering on the bonus should have been met. I would then set your balance back to that point.

I did the calculations on your game-play this morning. You had to meet £2000 in wagering in order to withdraw. When you busted out, you had completed £308 in wagering. Therefore, the carry over from the few spins you got yesterday did not negatively impact the outcome. Even if on future deposits (although I realise from this thread you probably won't play with us again) an old bonus carries over, and you cannot get us on live chat, we will always ensure it didn't negatively impact you and adjust your wagering accordingly once we're back online.

Also note, this glitch (if it does occur again) is isolated to no deposit free spins. If you claim no deposit freebies in the future, feel free to jump on live chat and ask the team to remove the bonus once you finish playing - just to be on the safe side.

Issue 5:

We haven't purposefully turned off fast spin functionality. The servers that our NetEnt games come through are based in Alderney, and a regulatory requirement there meant that NetEnt could not turn quick spin on for games that are hosted from there.

I assume (but am not 100% sure) that Quickspin are in a similar situation. I have encountered a lot of casinos that do not offer fast spin on Quickspin slots - some of the most popular casinos on CM do not offer this feature on Quickspin so maybe one of the other reps could chime in here and confirm the reason the suppleir has it disabled at so many casinos.

I hope that answers some of your queries. I appreciate that you had a bad experience and completely understand your decision not to return as a customer, but please know I am always here to help with any issues via PM or forum post. I'll always do my best to answer any queries as fast as possible.

Thanks,

Rachel.

 

[DreamRJ]

Issue 1:

Yes I have reviewed your chats here from yesterday. I do see that the issue was found as you mentioned (i.e. Microsoft blocking your emails) and that we have changed your email address to ensure this issue doesn't reoccur. This would be something we have no control over but I'm glad it's all sorted

Issue 2:

I have never had reports of the live chat errors you experienced last month. If it ever does reoccur, please take a screenshot and send it to me. I'll investigate it right away once we can recreate the problem.
No other players experienced a similar issue so perhaps this is device/browser specific. Any extra info you can give me on this would be greatly appreciated.

Issue 3:

I have seen this problem with only one other account at TradaCasino. I have also seen it the same issue reported at once at another casino, so again this might be browser/device specific. Please PM me the details if you can so I can look into it.

Issue 4:

In normal circumstances, if your balance is less than 1.00 (with an active bonus) and you make a new deposit the bonus wagering will automatically redeem itself. There are instances where we have seen this doesn't work on some accounts, and we haven't been able to isolate the exact problem yet but we are working on it. I will say however that we would never let this give you a disadvantage you when wagering a bonus.

If for example, you would have met wagering (had this previous bonus not carried over), I would calculate what your balance was when the wagering on the bonus should have been met. I would then set your balance back to that point.

I did the calculations on your game-play this morning. You had to meet £2000 in wagering in order to withdraw. When you busted out, you had completed £308 in wagering. Therefore, the carry over from the few spins you got yesterday did not negatively impact the outcome. Even if on future deposits (although I realise from this thread you probably won't play with us again) an old bonus carries over, and you cannot get us on live chat, we will always ensure it didn't negatively impact you and adjust your wagering accordingly once we're back online.

Also note, this glitch (if it does occur again) is isolated to no deposit free spins. If you claim no deposit freebies in the future, feel free to jump on live chat and ask the team to remove the bonus once you finish playing - just to be on the safe side.

Issue 5:

We haven't purposefully turned off fast spin functionality. The servers that our NetEnt games come through are based in Alderney, and a regulatory requirement there meant that NetEnt could not turn quick spin on for games that are hosted from there.

I assume (but am not 100% sure) that Quickspin are in a similar situation. I have encountered a lot of casinos that do not offer fast spin on Quickspin slots - some of the most popular casinos on CM do not offer this feature on Quickspin so maybe one of the other reps could chime in here and confirm the reason the suppleir has it disabled at so many casinos.

I hope that answers some of your queries. I appreciate that you had a bad experience and completely understand your decision not to return as a customer, but please know I am always here to help with any issues via PM or forum post. I'll always do my best to answer any queries as fast as possible.

Thanks,

Rachel.

Thanks Rachel. In response to issue 4: But what if it happens in the early hours again? And Live chat is not online? How can I get my active bonuses removed? You should really add a function so that we can do it ourself?

As for Issue five, that is satisfactory and thanks bit of a pain but not too much of a bad thing compared to issue 4!

As for issue 3, the MG mobile touch issue is more a nuisance than anything else.

But again I thank you for your detailed response

 

[DreamRJ]

But honestly I thought that all net ent slots got changed to remove the lines. I never even knew that Wild Turkey kept them lol. I know that casino heroes have the old DoA flash version that still has the lines options.

But thanks @Denis Becker

 

[TradaCasino]

Thanks Rachel. In response to issue 4: But what if it happens in the early hours again? And Live chat is not online? How can I get my active bonuses removed? You should really add a function so that we can do it ourself?

As for Issue five, that is satisfactory and thanks bit of a pain but not too much of a bad thing compared to issue 4!

As for issue 3, the MG mobile touch issue is more a nuisance than anything else.

But again I thank you for your detailed response

If it happens again in the middle of the night, the best advice I can give you is to keep track of the wagering and stop playing at the point you would have completed it had the previous bonus not carried over.

E.G.

Current Bonus Wagering: £100
Old Bonus Wagering: £10
Total Wagering: £110

Stop playing when remaining wagering gets to £10 and we will redeem the rest in the morning. If you're worried you will play it away, put a 1 day cool off on your account.

I appreciate this solution is literally pre-historic but I promise I'm working on fixing this for the few customers it affects.

 

[DreamRJ]

If it happens again in the middle of the night, the best advice I can give you is to keep track of the wagering and stop playing at the point you would have completed it had the previous bonus not carried over.

E.G.

Current Bonus Wagering: £100
Old Bonus Wagering: £10
Total Wagering: £110

Stop playing when remaining wagering gets to £10 and we will redeem the rest in the morning. If you're worried you will play it away, put a 1 day cool off on your account.

I appreciate this solution is literally pre-historic but I promise I'm working on fixing this for the few customers it affects.

Ok thanks,

Do you have any intention on getting 24/7 live chat agents? It would solve the issue then. Cos then Live chat would always be available to cancel old bonuses. Just a suggestion

 

[TradaCasino]

Ok thanks,

Do you have any intention on getting 24/7 live chat agents? It would solve the issue then. Cos then Live chat would always be available to cancel old bonuses. Just a suggestion

In relation to 24/7 live chat, in all honesty - not in the near future.

It's a possibility for 2019 but this year we don't anticipate moving to 24/7

 

[DreamRJ]

In relation to 24/7 live chat, in all honesty - not in the near future.

It's a possibility for 2019 but this year we don't anticipate moving to 24/7

Ok no problem. Can I pm you to ask you something in private please?

 

[TradaCasino]

Ok no problem. Can I pm you to ask you something in private please?

Sure go ahead,

Rachel.

 

[SpinUk]

Ok thanks,

Do you have any intention on getting 24/7 live chat agents? It would solve the issue then. Cos then Live chat would always be available to cancel old bonuses. Just a suggestion

It costs a lot money for 24/7 coverage. If Trada did this they may not be able to offer such generous/regular bonuses

 

[DreamRJ]

It costs a lot money for 24/7 coverage. If Trada did this they may not be able to offer such generous/regular bonuses

Not really. Agents can work from home. And take for example Leovegas. They only have 1 agent online during the night time/early hours timeframe. I know because I tested it many times. over the space of a few hours between 1am-5am and it was always the same agent every time lol

So if anything they would only need to hire 1 or 2 extra staff which is not that expensive?

 

[SpinUk]

Not really. Agents can work from home. And take for example Leovegas. They only have 1 agent online during the night time/early hours timeframe. I know because I tested it many times. over the space of a few hours between 1am-5am and it was always the same agent every time lol

So if anything they would only need to hire 1 or 2 extra staff which is not that expensive?

Um no, 100% it will be down to cost. 7 day 24/7 coverage will be high 5 figures to provide at the very least - the margins the Casino’s make are not as much as you would think.