Unexpected Reply

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    Last post ago over 4 years by Cat50
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    masskat

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        masskat

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        I had $500 in my account at XXX casino.  I played T-Rex in .50/1.00/1.25/1.50/1.75/2.00 and 2.50 spin increments- I never got the bonus -not once.  I wrote to the casino and told them that I felt, being a frequent casino player not just with them but with many other casinos, that there was something seriously wrong with their game and told them to look at my activity on this $500.

        Their response maybe 45 minutes later was

        Dear Kathy,

        This is XXX with XXX Casino.

        I certainly appreciate your feedback; and, considering your vast experience with online casinos, I have no grounds for debate.

        Therefore, I will forward your observations and suggestions to my manager and he will, in turn, contact the software provider so they can look into this problem. 

        Please note that this is a proprietary software and the casino does not own or have control over it.

        It is customers like you, who raise a flag,  that help us resolve.

        Thanks again!!

        Please let us know if there is anything else that we can help you with.

        Best wishes,

        XXX
        XXX Host


        I kind of expected a lot of BS about random number generators and bad luck etc..will be interesting if I hear from them again.
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        LuckyRJ

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        yes, that is a very interesting reply, i would be a bit shocked too, it is kind of like them admitting something already, hmmm

        keep us all updated on what happens

        LuckyRJ
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        blueday

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          Very interesting reply.  It would be nice to hear a bit more about their "findings", should they get back to you.

          blue
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          kattboots

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          You certainly named this thread correctly! Unexpected indeed!

          katt
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          tenho7

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          Not sure what casino u played but lately RTG have been veeeery tight no bonus rounds in 200+ spins -.- And yes that is very unexpected reply! 
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          mik44

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          I play slots only from time to time, but it's interesting how will they deal with the problem, so please keep updating us, I wonder how their customer service works.
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          Lipstick

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          Wow i am really impressed with such a reply. Now that is what i call superior customer care. I am just curious why you won't share what casino this is masskatt. It is definitely good feedback for the casino and good to know for members looking for a site that will actually listen and try to resolve issues.

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          Cat50

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          hope it works out
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          masskat

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          lipstick_xoxos wrote:

          Wow i am really impressed with such a reply. Now that is what i call superior customer care. I am just curious why you won't share what casino this is masskatt. It is definitely good feedback for the casino and good to know for members looking for a site that will actually listen and try to resolve issues.

          Lips


          oh you are giving them way too much credit lol
          this isssue is not resolved yet but I will put the casino name in once it is
          got this response today with the same reference #

          This is XXXX with XXX Casino.


          I am very sorry but as per casino rules we cannot credit free chips after free chips, I am sorry your luck has not been the best lately but I assure you we have winners every day, please keep in mind that this is gambling, its 100% a matter of luck. 

          Allow me to offer the following deposit bonus as your next transaction:

          300% No Restrictions Match

          SLOTS & KENO ONLY
          No Playthrough
          No Max Cash-Out
          Redeem: MYSTERY300
          Dep. 30 or More


          Please let us know if there is anything else that we can help you with.

          Best wishes,

          XXX
          XXX Host


          and my response back to her

          Dear XXX,

          I am hoping that your response is really not how you handle a customer inquiry/complaint.  I didn't ask for a free chip, I made an observation about highly unusual losses on a particular game and I previously received a response from Tom with the same Reference # as you used in your response.
          And I must say, at least Tom gave me a response that actually made me feel like you (casino name) was taking my issue seriously.  You, on the other hand responded to me like I am an idiot "a matter of luck", we have winners every day" and then offering me "a deposit bonus".  You really should find a job that is not in customer service.

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          Markotik

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          Too bad  that they messed it up pretty quickly, especially since it's so rare to feel appreciated by a casino.
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          dabigdog

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          lol  TOOOOOOO FUNNNY    PLEASE tell us what casino
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          Cat50

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          im dying to know also
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          dabigdog

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          i think the mystery300 code is from slots of vegas or prism???
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          Cat50

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          could be hmmmmm 8'|
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          masskat

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          it is Slots of vegas but you know what- they are all the same-they all suck
          I had $ 500 in my Loco Panda acount today and with the same size bets as mentioned previously 50 cents to $ 2.25, all those spins and only got the bonus on a variety of games 6 x (for a whopping combined win amount of $153, with 3 of them being a $5 , $12 and $ 11 win.  Seriously it is so bad at the rtg casinos I am done.
          I have played the past 2 weeks at Classy Coin, Onbling, Desert Nights, Vegas Strip, Slots of Vegas, Win Palace, Grand Parker and Silver Oak and there is not one of them I would go back to..Every one of them I have made multiple deposits just to make sure it wasn't "bad luck" and it's not.  And every one of them I have had between $200 and $500 to play with to start and never do I bet more than $2.50 spin.
          And never once have I won a jackpot at any of them
          The only casino I ever consistently win at is Slot Madness.  At least there when you get a bonus which is quite often it can be high (like $1000 on a $1.50 bet ) and they treat me good etc.  And I have won the jackpot there 4 x already.    I would play there more but they have a limited number of games so I get kind of bored but the hell with that, they are my last hope so I will stick with them from now on.

          I am seriously pissed off right now and venting..(sigh)

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