sudden termination of chat session wihtout answering question

    • aloo7
      aloo7
      Bronze
      Joined: 26.05.2010 Posts: 110
      Is it fair or kind support to terminate chat session suddenly without noticing and answering question after chatting for 30 minutes?


      Hi everyone.


      I started to play on this skin a year ago, and made use of their chat service many times. Their operators offer me kind support.

      But this time an operator terminated my chat session suddenly without noticing and answering my question regarding my bonus and cashout after chatting for about 30 minutes.

      Financial matters is important to everyone. How do you think such support that terminate chat session suddenly without noticing and answering player's financial question?

      I have a copy of the chat session. Should I expose the name of the operator here?
  • 8 replies
    • IngridN
      IngridN
      Bronze
      Joined: 02.03.2011 Posts: 12,162
      Hi aloo7,

      Normally the guys simply copy paste the chat, you don't need to be afraid to write the operator name either.

      Ingrid
    • darkod80
      darkod80
      Global
      Joined: 13.11.2008 Posts: 161
      IMO they have the worst support ever,also terrible VIP scheme but so many fish are playing there :D
    • aloo7
      aloo7
      Bronze
      Joined: 26.05.2010 Posts: 110
      sorry for late replying


      I got irritated when the operator terminated the chat session suddenly after chatting for 30 minutes, and posted this thread with frustration.

      But after posting, I was not sure whether really I was right or not. Then I refrained from replying this thread, however I became sure I was right with successful withdrawal just now.

      Therefore I copy paste the chat.


      Before reading please keep in mind that I had cashed out $400 and had $842 in my account before this chat started.
    • aloo7
      aloo7
      Bronze
      Joined: 26.05.2010 Posts: 110
      Please wait for a site operator to respond.

      Chat InformationYou are now chatting with 'Laurie'

      Laurie: Hi , this is Laurie from ; thanks for chatting with me.
      I noticed you are in the cashier, let's get you playing......

      you: hi

      Laurie: How are you today?

      you: fine thank you. May i ask a question regarding my bonus with wagering requirements and cashout?

      Laurie: May I have your username please?

      you: XXXXXXX

      Laurie: Thank you

      Laurie: One moment please

      Laurie: How may I assist you in regards to your account

      you: How much do have bonuses with wagering requirements in total and how much do i need wager in total?

      you: do have→ do i have

      Laurie: You have a total of $960 to wager before you can cashout

      Laurie: You have $366 money transfer bonus

      Laurie: And a $15 bonus

      you: that's all?

      Laurie: Yes

      you: is it possibe to withdraw the rest with $381 left in my account?

      Laurie: You would have to wager your bonus first

      you: i understand that. i have about $800 in my account, and i can withdraw some without wagering, can I?

      Laurie: You have already requested a total of $400 cashout

      you: i know that.

      Laurie: Exactly so you need to wager before you can withdraw anymore

      you: do you mean i can't withdraw even $20 from $842 bankroll without wagering?

      Laurie: That is correct you need to finish your wagering before you can withdraw anymroe

      you: could you let me nkow how you calculate the requirements to wager $960?

      you: in detalis

      Laurie: The money transfer you need to play that amount or wager 1 time

      Laurie: The $15 bonus you wager 40 times

      you: are you still typing a message? may i reply?

      Laurie: $366 + ($15 x 40) = $966

      you: may i reply?

      Laurie: Sure

      you: regarding the money i received, i wagered a little in casino games since the transfer. then there is no wagering requirements regarding money transfer, isn't it?

      Laurie: You must play the Money Transfer 1 time

      you: i did a littel in casino.

      Laurie: What game were you playing ?

      you: blackjack. do i have to play poker?

      you: do i have to play poker in order to meet the requirements of money transfer?

      Laurie: every game counts towards the wagering of your welcome bonus. Each game contributes differently: (see link for full details)

      Laurie: http://stage-en.888casino.com/casino-promotions/new-players-promotions/welcome-bonus.htm

      Laurie: Video Slot & Slot 120% (the more you play, the faster we pay :) ;

      Laurie: 888casinoLIVE , Scratch card, Poker table games, Keno, Hi-Lo, Caribbean Poker, Race, Arcade, Pai Gow Poker, Dice & Triple Card Poker 100% ;

      Laurie: All versions of Roulette 20% ;

      Laurie: All versions of Blackjack, VideoPoker & Power Video Poker & Baccarat 10% ;

      Laurie: craps 5% ;

      Laurie: all other games that do not appear here 100%

      you: then anyway i did ''wager at least once'' since the transfer, didn't i? did that mean to meet the requirements of moeny transfer?

      Laurie: No

      Laurie: You wager the money transfer times 1

      Laurie: SO it is $366 you had to wager

      you: i see.

      Laurie: The $15 bonus you times 40 so that you have to wager $600 times

      you: 361+15=381

      you: 842-381=461

      you: then finally is it possibe to withdraw up to $461 wihtout wagering?

      Laurie: The $15 bonus has to be wagered 40 times

      Laurie: 361+600

      you: i undertsnad that.

      you: Is ''600'' you mean just the wagering requirements not realy money i have, isn't it? I didn't received $600 real money bonus, although I received 361 transfer and 15 bonus.

      Laurie: You are not understanding me

      Laurie: The money transfer you wager 1 time

      Laurie: And the Bonus funds you wager 40 times

      you: i understand both requirements of 361 transfer money and 15 bonus.

      you: does the wagering reqiurements for cashout apply to only transfer money and bonus? why apply to other money i have?

      Laurie: BEcause you have to play the games to cashout the bonus

      Chat InformationChat session has been terminated by the site operator.
    • aloo7
      aloo7
      Bronze
      Joined: 26.05.2010 Posts: 110
      The operator said ''You would have to wager your bonus first'' ''Exactly so you need to wager before you can withdraw anymore'' ''That is correct you need to finish your wagering before you can withdraw anymroe''


      But the operator was wrong because just now I confirmed I could withdraw some with $382 left in my account without wagering at all since the chat.
    • aloo7
      aloo7
      Bronze
      Joined: 26.05.2010 Posts: 110
      The operator not only don't understand their own bonus program but explained a customer it incorrectly. What's more, the operator terminated the chat alone without asking.


      I have enjoyed nice chat support until I experienced this matter. Therefore I don't believe they offer always chat support like this. But I don't satisfied with just posting this matter here. I inform them about this matter through another way.

      Finally let me give my opinion about their support for members who are about to play on this skin. In general their email support is not good. Their reply is not only late but sometimes obviously off the point. Therefore often it takes an extra much time to solve a problem. You have to keep in mind that before making a first deposit.

      Thank you for reading.
    • darkod80
      darkod80
      Global
      Joined: 13.11.2008 Posts: 161
      SO TRUE :f_mad:
    • FatSunny
      FatSunny
      Bronze
      Joined: 22.05.2011 Posts: 389
      i had a chat session with laurie, doubt that her real name, and i found her really unhelpful and she also disconnected me 2!!!