i went on chat over a bonus issue and no help i then asked to speak with a manager was told there was no manager on site and only a supervisor. I asked to speak with the supervisor and he refused to come on chat after an hour of arguing the supervisor told the lady on chat to end the chat. she wrote saying my supervisor told me to end the chat good bye. i wrote in by email to the complaints team that did not deal with it and replied 4 days later saying there was nothing done wrong with the casino and the matter is closed i wrote back 2 weeks ago saying no its not closed and i do not want a supervisor to deal with it because i am complaining over a supervisor and no help. I went on chat over some missing bonus points that i know i am going to get and not bothered about its the poor customer services and the fact i can not get to speak with a main manger and supervisors will not help. I would like casino rewards to give me answers why i was treated like this when i made deposits of 22k and been loyal.
The following email you referred to was sent to you by the customer complaints team which explains why the bonus will not be awarded. As far as I can see, nothing has been done wrong here and the casino has abided by their own T&Cs.
Hello [named removed],
I am contacting you in regards to your complaint with how you were treated on our Live Chat service last week.
Having reviewed all chats and the actions of those in question I have come to the conclusion that your case was not handled inadequately.
I understand you may be upset about not receiving the bonus points you are referring to however I must refer you to our terms and conditions which clearly state that after 2 months of not using a bonus we reserve the right to remove this from your account.
You can find this under 'General Promotion Terms and Conditions' part 14 at the following link: http://www.colosseumcasino.com/terms/
You also clearly stated in the chat that you wished to close your accounts so the operator had no choice but to follow your request.
I consider this matter closed as I believe you were treated fairly by our operators who explained everything to you in detail.
Please note we will not be responding further to emails regarding this matter as it is considered closed.
I made it clear i was no longer bothered over the bonus that's not my complaint my complaint is about the supervisor not coming on chat the way it was handled and him telling the lady i was talking to end the chat. and refusing to put a manager on despite sending emails and ringing in 3 times. not happy Neil has answered the complaint on here because its the same person who replied to my email very rudely and said he would not be replying again and he didn't after i wrote in. This is not a bonus issue no longer i do not want anything from the casino i just wanted people to know how they work after i deposited 22k meant to be a vip i can not get to speak with a manager and treated like this. he said in his reply i cant see my case as not been handled inadequately this must be normal for the casino supervisor refuse to speak with me and tell the advisor to end the chat mid conversation.
This complaint is resolved. Bonus Terms and Conditions clearly stated that if bonus remain unused in a Player's account for longer than 2 months from the date of registration, will be forfeited.
We recommend to the casino to consider player's complaint about handling his issue, and in the future be more cooperative.
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