Complaint #1 Casino Share

Lie, Insult and Lie Some More

By scuter

11 years ago

Message on forum

Just ludicrous filthy behavior of a kind which just isn't ...possible to remedy.

I'm just posting so they either show up to lie some more or don't show and get tagged for it. Grand Mondial, their partners in Insult, made me waste hours a few weeks back sending them their own promotional email from their manager and multiple screenshots just to claim a 20% bonus or something ridiculous. I get this offer on Thursday. "Get a 40% Bonus up to $800 with 48-Hour Power! The maximum bonus you qualify for is $/£/€800." I opt-in. Deposit $2000. Lose it. Am credited 320 and told the rest will be credited by the Promotional Department later. Didn't cut / paste the chat from their crappy web-based chat client which doesn't save actual chats. Cut / pasting seems redundant. When - after 24hrs - I hear nothing and my missing 480 credits are not credited as promised, I waste another half hour being told same thing. Initially that the above two lines were mistakes, and that I wasn't owed anything. When I demanded either $1200 falsely extracted from me via their lies, or the 480 credits, am told again that Promotional Department will contact me. When - after 24hrs - I hear nothing and my missing 480 credits are not credited as promised, I spend 3 hours on chat talking to Christian but I remain polite in the face of his insulting stupidity.

Christian: Hi , and thank you for using our Live Chat facility! Allow me to introduce myself as your chat representative.

Me: I was told yesterday that the missing 480 credits pending from my promotion would be credited

Christian: Your casino account number please?

Me: (tcsrxxx) Get a 40% Bonus up to $800 with 48-Hour Power!

Me: The maximum bonus you qualify for is $/£/€800.

Christian: The maximum bonus for the promotion is 320

Me: The maximum bonus you qualify for is $/£/€800.

Me: please read...slowly.

Christian: 40% of 800 is 320.

Me: The maximum bonus you qualify for is $/£/€800.

Me: please read - very - slowly.

Me: The maximum bonus you qualify for is $/£/€800.

Me: Is there something about that which is ambiguous?

Me: Get a 40% Bonus up to $800 with 48-Hour Power!

Me: up to $800 bonus. If it were up to $320 bonus, it would say up to $320. The secret is all in the up.

Christian: There is nothing ambiguous. It was a typing error

Christian: Because 40% of 800 will never be 800

Me: oh no problem then. please send my 2000 back. my typing error was in response to your typing error

Me: The maximum bonus you qualify for is $/£/€800.

Me: typing error? this is wonderful news. I get $1200 back!

Me: phew. and I thought it lost fair and square! much like my dignity in '94.

Christian: The error came on the maximum bonus that you qualify for not the maximum amount on which the bonus would have been calculated.

Me: Please trust me when I tell you that I do not require your explanations for I have no genuine interest in the various causes of 'errors'. We could be here all night, and I'm sure you wouldn't want that. Would you? Hmm.

Me: All I care about are promises made.

Me: Actions undertaken on the basis of those promises.

Me: Now, deliver on your promise. Or refund with an apology.

Christian: a request as already been escalated to the promotional department. Once they get back to us we will keep you informed

Me: That's what I was told about 30-40 hrs ago I think

Me: no one got back to me. no one kept me informed.

Christian: As i said it John you are a customer at the casino and we already have escalated the query to the relevant department

Christian: Please be patient as soon as they get back to us

Christian: We will let you know what will happen

Another 24 hrs pass, no contact, I logon in fury now with these rogues.

You are now chatting with Jeje

Jeje: Hi , and thank you for using our Live Chat facility! Allow me to introduce myself as your chat representative. I am Jeje and will be assisting you, how could I be of service...

Me: Hi Jeje Me: I'm owed either a $1200 refund or a 480 credit bonus to my account

Me: we'll ignore the time i've expended stating the obvious

Jeje: can i hav eyour casino account number please?

Me: (tcsr00000000)

Thank you for using our live chat service.

Your current chat session has now ended

I grind my teeth, to give them one final chance - I warn the insulting fool I'm out of patience, and not to lie to me for a 30th time. They're too stupid to be in operation.

You are now chatting with Jeje

Jeje: Hi , and thank you for using our Live Chat facility! Allow me to introduce myself as your chat representative. I am Jeje and will be assisting you, how could I be of service...

Me: I don't think that's really appropriate customer service

Me: tcsr09441332

Me: I'm owed $1200. Or 480 in credits. I've been lied to a dozen times

Me: hours of my time wasted.

Me: and you just kill chat? that's how you deal with it?

Jeje: it looks like y=we had a technical issue with the chat .. sorry for the inconveninece

Me: I'm sure.

Jeje: on moment

Jeje: you referring to the withdrawal right ?

Me: no

Me: i'm referring to being promised something clearly

Me: depositing 2000 as per the promise

Me: losing the 2000

Me: then IDIOTS wasting my freaking time not delivering on their promise

Me: and insulting me with lies over and over and over

Me: and i've had enough of being polite and funny whilst your filthy hands slap my turned cheeks

Me: i want to speak to like someone WAY above you

Me: for a final official statement - NO MORE LIES!!!!!!

Me: and then i will act with that

Jeje: i am the casino supervisor here .. so someone promised you bonus .. sorry but i really need to understand whats going on ..

Me: Dear John, (tcsr09441332) Get a 40% Bonus up to $800 with 48-Hour Power!

Me: The maximum bonus you qualify for is $/£/€800.

Me: I deposited $2000

Me: lost it

Me: WHERE IS MY 800 YOU DULLARDS?

Me: what is complicated about this?

Me: One more lie. Just ONE MORE LIE

Me: I dare you.

Me: one more

Jeje: ok.. i will tell you that it could be a mistake but you dont qualify for 40 % but 20% up to 800

Jeje: first

Me: are you too dumb to READ

Me: READ?

Me: you don't know how to read?

Me: The maximum bonus you qualify for is $/£/€800

Me: The maximum bonus you qualify for is $/£/€800

Me: The maximum bonus you qualify for is $/£/€800

Me: The maximum bonus you qualify for is $/£/€800

Me: The maximum bonus you qualify for is $/£/€800

Me: The maximum bonus you qualify for is $/£/€800

Me: The maximum bonus you qualify for is $/£/€800

Me: The maximum bonus you qualify for is $/£/€800

Me: The maximum bonus you qualify for is $/£/€800

Me: The maximum bonus you qualify for is $/£/€800

Me: The maximum bonus you qualify for is $/£/€800

Disputed Casino Casino Share

Reason Bonus not given

Amount $480

Discussion

scuter

• 2 reviews

15 years ago

You have no idea how thrilled I am that - after 5 ? separate Live Chat attempts, 5 ? HOURS of being insulted by your staff and 30 ? individual lies - you are now giving me the bonus I deposited [and LOST] $2000 to earn a week ago.

You have - no idea - how thrilled I am. I haven't been this happy since I reached into my own pocket earlier and was thrilled to discover my own money was in my pocket.

If you had an idea, you would realise how unacceptable, ridiculous and insulting your response truly is. If you cared - and it's quite apparent you do not - I suggest you read the 5 HOURS of insulting stupidity your staff inflicted, and make the appropriate retrenchments.

Yall have a good day now.

Casino Share

• Representative

15 years ago

Dear John,

Thank you for contacting Casino Share Support.

Firstly, allow me to present my sincerest apologies for this whole misunderstanding caused by the ambiguous wording of the concerned promotional email.

Basically, what the Promotional Department initially intended on offering during the 48 Hour Power promotion was a 40% purchase match bonus on up to $800.00 worth of total deposits. Unfortunately, the wording in that email undoubtably offered a 40% match up to a maximum bonus of $800.00, not what was initially intended.

This is the reason why the support agents with whom you dealt seemed uninformed, and hence didn't credit you with the outstanding amount that you were expecting.

That being said, it is now up to us to honour what was offered to you, and I am glad to inform you that your casino account has been credited with the outstanding $480.00 bonus which is not simply waiting for you to play it!

Again, please accept our sincerest apologies for the inconvenience and frustration this whole situation has caused.

We trust that we have been of assistance and wish you a fantastic week further.

Should you require any further assistance, please do not hesitate to contact us on one of the relevant numbers listed below. We are available 24/7, 365 days a year for your convenience.

Warmest regards

Dirky

Casino Share Customer Support Supervisor

Casino Share

• Representative

15 years ago

Thanks for your email.

I have instructed promotions and call centre department to have a look into this issue. Thanks for letting me know. PlayShare will be shortly posting in the forum and get in contact with the player as well. Thanks again.

Regards

Jorge < surname removed >

Affiliate Team

PlayShare Partners

Casino Share Complaint Stats

Resolved 1 / 2

Avg. Amount $240

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Casino Share Complaints

See all complaints for this casino

Casino Share -Terms and Conditions Bonus

I have attached the email communications with Casino share below, have not had a reply to my last email, I would like them to look at my account lobby before the offer of 125% returning bonus is removed as they can see the Terms and Conditions button does not work you cannot access T&C from here. I want them to honor the offer as all other 3 offers in lobby T&C work. I am prepared to give my password for them to check it themselves. What a comeback to this casion it seems to be a rip off.
They havent responded to my other query of why the pound offer does not remain that way when cash in as chips for playing points.

Hi Yoni

Thank you for your response

As the T&C that I could not and cannot view from lobby states it cannot be used in conjunction with any other offer and you chose to pay out on the lesser offered promotion does this mean I am waisting my time expecting this offer to be fulfilled. If so I was mislead by live chat yesterday where it was identified one offer paid out and I should expect the other within 48 hours, this means your own staff were unaware of this clause when I contacted you yesterday.

I am really not happy and disappointed with you.

Regards

Pauline

--------------------------------------------------------------------------------
From: [email protected]
To:
Date: Sun, 4 Nov 2012 10:57:33 +0000
Subject: RE: RE: CASINO SHARE

Hi Pauline,

Please find the Terms and conditions bellow

* Begins: 31st October at 00:00 GMT.
* Ends: 6th November at 23:59 GMT.
* Valid on one account only.
* Player must deposit £€$50 or more to qualify for this offer.
* Bonus fulfilled within 48 hours of deposit to CasinoRewards account.
* Maximum bonus amount is £€$250.
* Standard terms and conditions apply.
* This offer may not be used in conjunction with any other offer(s).

If you have any other queries please contact us again.

Kind regards,

Yoni
Customer Loyalty Team

-----------------
Do you have a Buddy Tree? Earn thousands by referring your friends. Go to http://cr.crnewsletter.com/main/buddy_main.asp to build your Buddy tree today.

- Gamble Responsibly -

----- Original Message -----

From:

To:[email protected]

Sent: 4/11/2012 7:53:28 PM

Dear Customer Services,

I would like a copy of Terms and Conditions for returning player promotion currently on offer that I opted into yesterday. All other promotions in lobby of my account has link you click on to see T&C but not this one.

I am disappointed in the time it is taking to fulfil this offer, I did contact your services yesterday and was told it takes upto 48hrs but not able to view T&C think this should be made clear before opting in. I also hope it is pound for pound as I dont understand why I pay in £sterling and receive less as chips when you pay through points system. If I paid in £33 as you refund in chips I would not be eligable for the bonus. Could you explain why the amounts differ so much when cashed in, it seems to be a shortfall in your favor.

Regards

Pauline

Unresolved