RESOLVED - Casino Extreme

Hi,

My comment / complaint regarding Casino Extreme is that:

1.  I ended up making two deposits when I only wanted to make one
2.  I was disconnected by a casino administrator in the middle of playing a slot machine.

The two following are the chat sessions that took place.

Chat on livechat.casinoextreme.eu
Conversation started on : Friday, February 26, 2016, at 08:34
(GMT+0)
[08:34] hello
[08:35] Mikey has joined the conversation
[08:35] Mikey: Hello
[08:35]  hi
[08:35] Mikey: How can I help you ?
[08:36] i have too much money in my account. i deposited $23.00 and i
have $46.00 in my account.
[08:36] Mikey: Great ..my I have your username please so that I can check
[08:36] ********
[08:37] Mikey: Hi Pamela
[08:37] hi
[08:37] i don't want any bonuses at all.
[08:37] Mikey: Ok
[08:37] Mikey: your account shows a balance of $46
[08:37] right
[08:37] that's too much.
[08:38] i only deposited $23.00
[08:38] Mikey: you deposited 2x$23
[08:38] no
[08:38] 1
[08:39] the first one didn't go through is the message i got
[08:39] oh boy
[08:39] Mikey: 2/26/2016 3:33:22 AM  DFCredit
Card Deposit Transaction
approved
$23.00 $46.00 2/26/2016 3:33:22 AM
Card Deposit Transaction
$23.00
$23.00
Card Deposit Transaction
approved ,
$23.00 $23.00 2/26/2016 3:31:57 AM
Card Deposit Transaction
$23.00 $0.00
[08:39] Mikey: they both gone through
[08:39] why then did i receive the denial message?
[08:40] i'll just check my accounts. if this is going to be a problem. i may
not play here.
[08:40] Mikey: you made 2 deposit attempts and they both gone through
[08:41] ok you still haven't answered my question?????
[08:41] Mikey: what message have you received ?
[08:41] i'm a member of the lcb forum and was told this is a safe casino.
[08:41] Mikey: let me look at the logs from my side
[08:41]  that the deposit was denied
[08:41] Mikey: yes ..we are safe you dont have to worry
[08:42] i used 2 different cards
[08:42] same bank
[08:43] Mikey: 2/26/2016 3:30:46 AM [Declined] We're sorry, but the transaction was
not successful.Transaction declined by card issuer. Please contact your
bank.Please check your information. If the problem persists, please contact
Customer Services.
[08:43] yep that's it
[08:43] Mikey: 2/26/2016 3:30:46 AM it was denied
[08:43] Mikey: 2/26/2016 3:33:22 AM 1769347
Card Deposit Transaction
approved
$23.00 $46.002/26/2016 3:33:22 AM
Card Deposit Transaction
requested  $23.00
$23.00 2/26/2016 3:31:57 AM 
Card Deposit Transaction
approved
$23.00 $23.00 2/26/2016 3:31:57 AM
[08:43]  i didn't notice the time
[08:43] Mikey: 2/26/2016 3:33:22 AM 1769347
Card Deposit Transaction
approved
$23.00 $46.00 2/26/2016 3:33:22 AM
[08:43] Mikey: you deposited twice
[08:44] yes not intending to though
[08:44]  its done so.....
[08:44]  thanks for your help
[08:44] Mikey: you are welcome Pamela
[08:44]  bye
[08:44] Mikey: feel free to contact me if you need any assistance
[08:44] ok thanks
[08:45] Mikey: you are welcome
[08:45] bye
[08:45] Mikey: bye
[08:46] Mikey has left the conversation


Conversation started on : Friday, February 26, 2016, at 09:49
(GMT+0)
[09:49]  hello
[09:49] Mikey has joined the conversation
[09:49] Mikey: Hello
[09:49] hi again
[09:50] Mikey: Hi
[09:50]  another problem
[09:51]  i was playing bonkers slot and right in the middle of playing i
received a message that i was timed out by a casino administrator and i was taken back
to the log in page to log in again, why?
[09:52] Mikey: My apologies Pamela ,it happened to all our customers at the same moment
,honestly I have to check with RTG what happened
[09:52]  ok
[09:52] Mikey: dont know what is the reason for that in the meantime I will add a chip to your
account
[09:53]  thanks again Mikey, i know its not your fault.
[09:53] Mikey: it can happen Pamela
[09:53]  no because it will have a real high play through to cash out if i win
anything. but thank you
kiddo
[09:54] Mikey: you are welcome Pamela
[09:54]  have a great day
[09:54]  bye
[09:54] Mikey: thank you very much ..you too
[09:54] Mikey: bye

I just wanted to give everyone the heads-up to check your accounts if a deposit is denied, so this won't happen to you. 

And as far as the time-out explanation, well I am not buying it.  I have played at Extreme before with play money and received the same message.  Seems awfully strange to me.  At the time that this happened I just was making a comeback from being down. 

This just might be part of the online gaming downside, I don't know.  I do know that it is awfully frustrating and costly.  I hope this helps someone else!

Good Luck Everyone!

I'm contacting the rep with a link to this thread so he can respond to you.

I also removed a couple of bits of sensitive information too.

Hi Pokergranni ,

Thank you for your comment ,

Firstly I would like to apologize for an awful experience you had with us yesterday .

Nobody likes this kind of problems ,our options to check  are limited as and we could read a message log only(which I did yesterday) .
It hasn't happened before ,however by  looking at your account it doesn't make any sense to make a deposit on top of the balance ,so I have to believe that something weird happened here.

Unfortunately it didn't stop here ,as you have been logged out of the system after that  which is totally unacceptable .To be honest it could be my mistake as I was checking the logs or the software who crashed.

I sincerely apologize for everything ,this is not the way we are doing our business and we will try to avoid problems like this .

Finally ,we have decided to refund your deposits which has been done already and hope we see you in the future .
Please allow a few days to reflect on to your card and if there is any issues please send me a PM .

We are really sorry on any inconvenience caused and I wish this didn't happen .

If you have any questions or need any assistance please let me know.

Kind regards
Mikey
Casino Extreme

Wow, what a nice and generous solution to this problem!!  I've been playing at CExtreme for over 10 years, and I have to say I love them, primarily because of Mikey.  He goes above and beyond to keep players happy. 

On the double deposit problem...  It's happened to me in the past - at a few different RTG casinos - but it seems it's happened mostly when the cashier "timed out".  It tells me the deposit didn't go through, but then it posts to my account.  I guess I've been lucky to catch that before making another deposit.

On the "disconnected by administrator" issue.... I've had that happen several times in the last year or so, at different RTG casinos.  I've assumed it's just a glitch of some type as there have never been problems with balances or anything when I've gotten back in.