You are now chatting with Mavis
Mavis: Hi there, how are you doing today?
Mavis: How may I assist you?
Me: user id Is sassy79
Me: s***** s*****
Me: I would like to know, how I do access my transaction history on the mobile
Me: as mobile version and pc version of casino mate are different
Me: I can access history for pc on pc, for play times etc when I played on the pc
Me: but when I play on the mobile version, how do I access history for that
Mavis: That capability is not available for mobile. I would advise you to use the desktop software.
Me: yes, but the desktop software does not show the mobile version history
Me: play history or transaction history nothing
Me: pc as I told you only show history for gaming and transactions when you have played on the pc itself
Me: i cannot locate information for when i play on a mobile, so i am asking where can i find that information
Mavis: I have access to it on my side Sarina. What would you like to know?:)
Me: can you send me a screen shot
Mavis: Please be advised that we are unable to do that.
Me: ok well i spoke with Sharon this morning right over the phone
Me: just before the 11th of june, can you see i made a deposit of $30
Mavis: Sarina I do see the deposit.
Me: what date was that
Me: i have this confirmed with Sharon that i spoke with this morning from casino mate, but would like to confirm with you the date
Mavis: Sarina I am currently checking that for you. One moment please.
Mavis: Sarina. Are you referring to the deposit made on your account sassy1979?
Me: i only have 1 account with casino mate, and that is sassy79
Me: sorry yes
Me: for mobile
Mavis: I do see that a deposit of 30 was made on the 10th of June.
Me: and as advised by Sharon from casino mate, there was no bonus with this deposit
Mavis: That is correct.
Me: so with this $30 deposit with no bonus, you can then i went on to win amounts totally $1500
Me: $600 then $900 i believe
Me: i then did a withdraw of $1500
Me: you see yes
Mavis: Yes I do see that.
Me: then you can see i did a reversal yes
Me: reversal of $1500
Mavis: Yes I do see that.
Me: so then with that $1500 you see i went on to play and had a win of $10000 yes
Me: that i withdrew $10 000
Mavis: That is correct.
Me: ok so my issue here
Me: i had a email stating they would only pay me $750 because of bonus from the $10 000
Me: but Sharon advised me, that this was incorrect, but my win and my withdrawal was made from a deposit with no bonuses
Me: she said this is a human error, due to the amount of wins and withdrawals/reverses on my account, may have been overlooked
Mavis: Sarina please note that I do see that your query has been escalated to the relevant department and as advised by Sharon they will be in on Monday morning.
Me: Sharon advised me to email the banking department in which i have, and she also compiled an email to have this issue rectified asap, to have this issue resolved and the outstanding amount of the 10 000 being 9 250 to be paid into my account from this error
Me: i love playing at this casino and have continued to play, and will contine to play as i believe this was a simple error which will be rectified quickly to ensure my trust with the casino with funds in my account, and my trust when i refer people to this casino to sign up and play as i have already done so with 3 people that i know
Me: i wish also to ensure, that casino mate will be trusted with any future transactions on my behalf to be made with accuracy and such incidents as the email i have received today, will be handled quickly and swiftly to avoid customer dissection. As a reputable casino i believe i can trust this casino to do so
Mavis: I do understand Sarina and you are a valued player at our casino.. As I mentioned, your query has been escalated to the relevant department. It will be attended to first thing in the morning.
Me: and Mavis, as i took you step by step in this matter, you can see the discrepancy yes.
Mavis: I assure you that your query has been marked as high priority.
Me: but as mentioned, you can see the discrepancy yes
Mavis: Your query has been forwarded to the relevant department and they will review your account and as soon as they provide us with feedback with regards to this query. Please be advised that I cannot make a call on anything with regards to your query as my department does not deal with financial queries. I can only forward it to the relevant department that makes the call.
Me: ok well that is not very professional of yourself is it
Me: Sharon advised me, you most certainly can see the issue, and apologised on behalf of the casino
Me: now that is customer service at its finest
Me: this matter has caused me much grief and anxiety, i experienced chest pain this morning upon recieveing the email initially to investigating the matter for myself, in which Sharon was extremely helpful
Mavis: I understand your frustration.I am sorry you feel that way Sarina. However, as soon as this issue is resolved you will be notified
Me: she empathised with me, and again apologised on behalf of the casino, and also she initiated the step herself that she would also compile and email of this error
Me: what great customer service she provided, acknowledgement then to apologise and be more helpful at the same time,
Me: her willingness to help and resolve this matter that casino mate had made, made me feel important
Mavis: I do see that your query has been escalated. I too have escalated the query for you. I do apologise for any inconveniences this has caused you. However, as I have stated this matter will need to be attended to by the relevant department.
Me: you can see the error Mavis and the distress that this has caused me, and you have not once yet apoloised
Me: this has caused me much distress this morning having chest pains and being all anxious, never happened before anywhere with another casino
Mavis: I am once again apologising for any inconveniences this is causing you. I assure you that we do value all our customers especially players such yourself. I can assure you that this matter will be attended to as soon as possible. I can guarantee this.
Me: ok great
Me: i have since our conversation also emailed the complaints department of this issue