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    Last post ago 9 months by pokergranni
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    pokergranni

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        pokergranni

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        • 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!
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          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.
        • Casino extreme

          Mikey13

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          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
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          LhasaLover

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          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.
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          Pokergranni, I hope that you receive your refunded deposits soon & that this incident doesn't detour you from playing here again. Mikey's quick & generous resolution should put some of those doubts at ease. It should not have happened but great to see it has been corrected.

          LhasaLover... I totally agree that Mikey really does go out of his way to keep players happy. I look forward to playing there & chatting with him or Simon for a few minutes every week.

          My overall experience playing here has been amazing! I have made more money then I have deposited there, so there is no doubt that anyone can win. Plus, instant withdrawals, for an American is unheard of with any other RTG casino!

          Raging Bull & Intertops Red both take Bitcoin deposits but they do not allow you to withdraw instantly with Bitcoin like Extreme does! I think Extreme is the ONLY one! How can any casino compete with that? Like I have said on this forum before, Casino Extreme has mastered the "key elements of a great casino...
          ~~~ABILITY TO WIN
          ~~~INSTANT CASHOUTS
          ~~~24/7 DEDICATED/CONSIDERATE/FUNNY/GENEROUS SUPPORT STAFF
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          pokergranni

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          "Anyone That Says Money Can't Buy Love Or Happiness, Has Never Had Much Money!"
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          Thanks for this post from:

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          • 2d4818989f1ca7ccfaccc9b2527a6916
          All I can say is WOW!

          Amazing customer service, THANK-YOU!

          I really had my doubts there for a minute or two, but now I don't have a one!

          You have just gained a loyal player and I love to play.

          Thank-you so much again and Mikey and Extreme just made this old woman's day!


          P.S.  Thank-you Blue!


          Mikey13 wrote:

          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

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