Poor treatment by Gold VIP Club Casino

UNRESOLVED
posted on August 3, 2010.

Hello, right now I am so upset I could spit.


The support person (which they don't give a name) at Gold Vip Club Casino was extremely rude to me. I was playing on the SLOTZ3 bonus with a deposit of 23 dollar. Here is a copy of the chat transcript. info:



Please wait for a site operator to respond.

info: You are now chatting with 'Casino Support'

Casino Support: Welcome to Casino Support how may I assist you?

you: Ok I am doing the SLOTZ3 how much more do I have to go to get x25?

Casino Support: May I have your Username please?

you: unclemark09

Casino Support: Playthrough To Convert Bonus: $1,746.38

you: huh?

you: I dont understand

Casino Support: why dont you ask your question again so i can answer it

you: SLOTZ3 bonus is how much playthrough?

Casino Support: x25

you: ok what do I have to do to be able to withdrawal winnings?

Casino Support: you have to finish your playthrough which is sitll at

Casino Support: $1,746.38

you: You mean that much has to show up in the winnings window in any game?

Casino Support: Each bonus you take comes with a playthrough, which is an amount that you need to WAGER - not win- before withdrawing. This means is that every time you bet for example $1, you have wagered $1.

Casino Support: Once you have met the play through requirements, your money will move back from the bonus balance to your withdrawable balance.

Casino Support: You can check how much you need to wager before making a withdrawal at any time by contacting support

you: what do I have right now?

Casino Support: the amount above

you: I am confused lol

you: so how much more above that do I have to go?

Casino Support: you have to get it down to zero

you: how much more above 1,746.38 do i have to go.

you: that is impossible

Casino Support: you have to bring it down to zero

you: I would have to win big to do that

you: I feel this is a rip off

you: I wish you guys would make things clearer to us stupid people.

Casino Support: i remember chatting to you

Casino Support: i explained it pretty clearly

you: then i must be stupid

you: right?

Casino Support: your words, not mine

you: nevermind



OH WELL i wont be playing here anymore after I am through. SO I just feel that these guys at online casinos are never very clear on how bonuses work. Maybe I am wrong but I felt this guy or girl was calling me stupid. I mean yes I said "then I must be stupid" but he didn't have to come back with his smart ass words. I am at a turning point here where I may never EVER gamble on online casinos again.


Thank you for your time.


Sincerly,

Mark H

AskGamblers
posted on August 3, 2010.

Since Gold Vip Casino has 3 unresponded complaints already, we don't have very high hopes that this is going to be answered, but we tried one more time. Here is a chat transcript with their Customer Support.



Please wait for a site operator to respond.

You are now chatting with 'Casino Support'

Casino Support: Welcome to Casino Support how may I assist you?

you: Hello

you: I'm Nikola from AskGamblers Support

you: We have received a complaint from Gold Vip Club Casino player

you: http:/­/ww­w.a­skg­amb­ler­s.c­om/­cas­ino­-co­mpl­ain­ts/­poo­r-t­rea­tme­nt-­by-­gol­d-v­ip-­clu­b-c­asi­no-c115

you: Can you point me to someone who can respond in this matter?

Casino Support: i dont understand

Casino Support: who complianed and about what?

you: AskGamblers has a complaints section and we have received a complaint from our player to Gold Vip Club Casino

Casino Support: what is the compliant?

you: You can read it here: http:/­/ww­w.a­skg­amb­ler­s.c­om/­cas­ino­-co­mpl­ain­ts/­poo­r-t­rea­tme­nt-­by-­gol­d-v­ip-­clu­b-c­asi­no-c115

Casino Support: Cant you tell me? regarding what?

Casino Support: i want to know to which department i can send you

you: It's regarding claiming a bonus

Casino Support: a bonus or a free chip?

Casino Support: couse all of our clients get the bonus codes

Casino Support: in their mails and they redeem it by themselves

you: As I can see from this complaint, it's about SLOTZ3 bonus

Casino Support: what is the user name of the client

Casino Support: ?

Casino Support: slotz3 is a 300% bonus

Casino Support: no client complaints about that

Casino Support: :-)

Casino Support: just with the username i will now evrything and i will be able to explain , im sure

you: Username is ***************

you: Email is ******­@**­***­***­**.com

Casino Support: One Moment Please.

Casino Support: let me check

you: Would you be able to read a complaint, please?

Casino Support: *************** is not in this casino

Casino Support: nope it is not in this casino

you: I'm so sorry, my mistake

Casino Support: this is goldvipclubcasino

you: Username is ***************

you: Email is ******­***­***­@**­***­**.com

Casino Support: its fine

Casino Support: One Moment Please.

Casino Support: i dont understand what the problem is, the client deposited $22

Casino Support: and redeemed the bonus of slotz3

Casino Support: of 300% and used it all

Casino Support: no complaints in here

Casino Support: from that username

you: If you check a link that i provided previously, you will see.

you: As well, there is a transcript with your Customer Support

you: The only thing I need from you is your official statement regarding this which we'll publish as an answer

Casino Support: im sorry but there is nothing from our side, i also can see the email of the client you send me doesnt match to one i have over here

Casino Support: i believe there has been a huge mistake

you: That is the email that user provide to us.

you: Anyway, we have a complaint with title: "Poor treatment by Gold VIP Club Casino"

Casino Support: But it doesnt match with the one i have over here

you: We have a transcript with your Customer Support

you: So, there is no mistake at all

Casino Support: can you please contact the client and verify some personal details to make sure ?

you: Does username unclemark09 match?

Casino Support: yes, but not the email

you: Ok, that should be enough to find the user

Casino Support: it happened before that people from other casinos give us usernames that exist but it is not actually them

Casino Support: when verifying all the personal details

you: Sir, this is a player from Gold Vip Club Casino.

you: If you read his complaint carefully, you'd see there is a complaint about Gold Vip Club.

Casino Support: i thought you said you are I'm Nikola from AskGamblers Support

you: Yes, I did.

Casino Support: and you are also a c.s agent over there?

you: No, I'm just correspodent in relation players - casinos

you: It's not my job to investigate a case

Casino Support: so what exactly we have to do?

you: All I need from you is just to read a complaint and respond to it OR give me an email address of person who can respond with the official statement we can post below player's complaint.

you: As I can see, this is a 3rd complaint about Gold Vip Club and no one has ever been replied.

Casino Support: [email protected]

you: That is the email address we used two times for previous complaints, but nobody ever back to us.

Casino Support: well, that is the address, it should work

you: Ok, email has been sent. Our system will allow you 3 days and 23 hours to respond to the current issue.

Casino Support: and if not, what happens?

you: If we don't receive your reply in that particular time, complaint will be closed automatically.

you: Also, my duty is to post this chat transcript on site.

Casino Support: wait a sec, let me make shure

Casino Support: checked, and that is the one

Casino Support: i hope they get it

Casino Support: Thank you

you: Ok, it would be appreciated if you respond to my email and we'll post your statement. There is no reason for not replying. Any respond is better than nothing, for your and for your players.

Casino Support: Im sure when they get it there will be a answer

Casino Support: tHANK YOU

you: I hope so. Thank you for your time.


AskGamblers
posted on August 3, 2010.

As their Customer Support agent advise, we have tried to send email to [email protected] twice, but both emails came back as undelivered. We received this:



Delivery to the following recipient failed permanently:


[email protected]


Technical details of permanent failure:

Google tried to deliver your message, but it was rejected by the recipient domain. We recommend contacting the other email provider for further information about the cause of this error. The error that the other server returned was: 552 552-5.2.2 The email account that you tried to reach is over quota.