RESOLVED - Club World Group complaint

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MzCoraE

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      MzCoraE

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      After ten or eleven years of spending thousands and thousands of dollars with Club World Casinos, I am very disappointed that your agent Karolina summarily dismissed my complaint that something was amiss with the software at Lucky Red.  I kept trying to win my money back after it kept malfunctioning, so, in essence, I threw good money after bad. 

      Because I can no longer trust Club World Casinos to honor the integrity of their software and the attitude of Karolina, I no longer feel safe playing at your casinos.  Therefore, I am asking that you cease emailing me. 

      Oh, except for on the various forums, I will tell them about how you refuse to accept responsibility for your own software, that's what I will tell them.

      Thank you.

      Cora Elizabeth
      corabets (player name)
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        I've moved your post here from the cashback thread.  I've passed your message on to the reps and will get back to you shortly.
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        @Cora Elizabeth please provide evidence of a faulty software.

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        Im sure she is referring to the low RTP setting Club World uses. From what I've read they uses the lowest RTP setting that RTG offers.
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        CWC-Stephen

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        Hi Corabets,

        I am sorry to hear you feel this way, hopefully we can find a resolution that suits all parties.

        This is the first I have heard about this complaint so I will look in to this and get back to you.

        Best Regards
        Stephen

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        Hi Cora,

        I hope you had a nice weekend.

        As far as I am aware you are still in conversation with Karolina regarding this matter.

        Whilst there is an open dialogue between you two, I feel me getting involved may muddy the waters and could cause confusion.

        These forums are here for players when they have exhausted all other options and are still unhappy with the outcome, so i think it would be wise to see what the outcome is with Karolina first.

        If this cannot be settled, I will be happy to check this out.

        Regards
        Stephen.


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        MzCoraE

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        Zuga wrote:

        @Cora Elizabeth please provide evidence of a faulty software.

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        I will raise you one, you provide evidence it was NOT faulty.  How's that work for ya'?
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        Cora Elizabeth wrote:


        I will raise you one, you provide evidence it was NOT faulty.  How's that work for ya'?


        This is not a game of poker tyvm. You made some serious accusations questioning the integrity of the CWC software by providing very little information and zero evidence.

        We provide a service to our membership here, where they can publicly post their complaints and get to interact with Casino Reps. However they ( members ) do have the responsibility to follow up and provide as much info, in order to support their case.

        If you think it is fine to toss around accusations without being confronted or asked about the proof, then you are at the wrong place.

        We take all these complaints seriously when trying to mediate between players and casinos. This is nothing personal, as we want to get to the bottom of the issue and get the truth.

        So how about I dismiss this complaint as bogus? Hows that work for ya?
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        MzCoraE

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        Zuga wrote:

        Cora Elizabeth wrote:


        I will raise you one, you provide evidence it was NOT faulty.  How's that work for ya'?


        This is not a game of poker tyvm. You made some serious accusations questioning the integrity of the CWC software by providing very little information and zero evidence.

        We provide a service to our membership here, where they can publicly post their complaints and get to interact with Casino Reps. However they ( members ) do have the responsibility to follow up and provide as much info, in order to support their case.

        If you think it is fine to toss around accusations without being confronted or asked about the proof, then you are at the wrong place.

        We take all these complaints seriously when trying to mediate between players and casinos. This is nothing personal, as we want to get to the bottom of the issue and get the truth.

        So how about I dismiss this complaint as bogus? Hows that work for ya?


        Dismiss it if you like, it's fine by me, even if I live in the U.S. and am guaranteed the right of Free Speech.  I do believe Chocolateman explained quite succinctly why the error occured.
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        MzCoraE

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        Allow me to say this:  While playing my favorite slot game at two of Club World Casinos, whenever I would get into a bonus round, the reels would spin and spin and never stop.  I would have to log out then log back in again to somewhat gain control.  Then the same thing would happen over and over again, even during the same bonus round.  One way the casinos involved can test the veracity of my claim is to check the number of times I logged off and back into the casino during bonus rounds.  I may be wrong, however, I do not believe it is the practice of most slot players to log out and back in just for the heck of it during a bonus round. 

        It was suggested my computer was at fault, however, the same game at different casinos did not exhibit the spinning out behavior.  I've had this computer for a little over a month now, it's a Dell, and I've not had any issues whatsoever with it.

        So, the final results, I get banned from playing at their casinos, and I get LESS than HALF the money I invested finally negotiated as compensation. 

        Perhaps other people don't want to know about this but I do.  I don't usually play at casinos where this sort of thing happens and nothing is done about it. 

        So Zuga, I know of no other way to prove it other than had I video-taped it. That thought, however, failed to occur to me during my frustration at having a bonus round go wrong on me multiple times over. 

        Hope this responds to your question, if not, I am at a loss to tell you anything else which would be truthful as what I have said is the truth I evidenced.

        Thank you.

        Have a nice day.
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        CWC-Stephen wrote:

        Hi Cora,

        I hope you had a nice weekend.

        As far as I am aware you are still in conversation with Karolina regarding this matter.

        Whilst there is an open dialogue between you two, I feel me getting involved may muddy the waters and could cause confusion.

        These forums are here for players when they have exhausted all other options and are still unhappy with the outcome, so i think it would be wise to see what the outcome is with Karolina first.

        If this cannot be settled, I will be happy to check this out.

        Regards
        Stephen.





        Stephen, with this happening, my weekend was not what I would have wished for.  Yes, you are correct, this is the person emailing back and forth with me.  I find it very unfair that I can no longer hold an account at your casinos.  But you know something, if this experience can help someone else from experiencing the same, it was well worth my effort to speak up.  Unfortunately, Club World Casinos and some casino blogs, do not always want the truth told about personal gaming experiences.
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        CWC-Stephen

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        Hi Cora,

        I have gone over all correlation between yourself and Karolina regarding this matter.

        We can see that originally you was winning from a deposit and had a healthy balance of $1500 on the 8th,  from there you started to lose until you busted out on the 9th. Then you decided to deposit some more and continue play, last play was 11:45pm on the 9th.

        We can see when sessions begin and end, which includes being logged out. There are many sessions with over 1000 spins which does not indicate a problem.

        We had no record of a complaint from you until the 10th which was hours after you had lost the original win and some deposits. Only once you had busted out Karolina received an email saying that you felt software was faulty. Our question is, why did you not stop playing and contact us so we could investigate?

        Once we had the complaint Karolina checked and we had no other complaints of this nature from other players. At the time so she was inclined to believe that this was a problem caused with your connectivity.

        Also it is worth noting that you did contact customer service on the 10th in the am, just 2 hours after you busted out in Lucky Red. You did not mention any irregularities, only asked for a bonus for Aladdin's Gold.

        Because you have played with us for so long the decision was taken by management to give you the benefit of doubt and refund all 6 deposits made on the 9th. I feel this is more than fair considering we did not hear about this issue for another 24 hours. You should receive these refunds in a few days as they have already been processed.

        As far as I can see your account is still active?

        Best Regards
        Stephen
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        MzCoraE

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        CWC-Stephen wrote:

        Hi Cora,

        I have gone over all correlation between yourself and Karolina regarding this matter.

        We can see that originally you was winning from a deposit and had a healthy balance of $1500 on the 8th,  from there you started to lose until you busted out on the 9th. Then you decided to deposit some more and continue play, last play was 11:45pm on the 9th.

        We can see when sessions begin and end, which includes being logged out. There are many sessions with over 1000 spins which does not indicate a problem.

        We had no record of a complaint from you until the 10th which was hours after you had lost the original win and some deposits. Only once you had busted out Karolina received an email saying that you felt software was faulty. Our question is, why did you not stop playing and contact us so we could investigate?

        Once we had the complaint Karolina checked and we had no other complaints of this nature from other players. At the time so she was inclined to believe that this was a problem caused with your connectivity.

        Also it is worth noting that you did contact customer service on the 10th in the am, just 2 hours after you busted out in Lucky Red. You did not mention any irregularities, only asked for a bonus for Aladdin's Gold.

        Because you have played with us for so long the decision was taken by management to give you the benefit of doubt and refund all 6 deposits made on the 9th. I feel this is more than fair considering we did not hear about this issue for another 24 hours. You should receive these refunds in a few days as they have already been processed.

        As far as I can see your account is still active?

        Best Regards
        Stephen


        Just like I told  Karolina, my primary purpose was to win back the money I had lost.  I was singular-minded in doing just that.  I couldn't understand what was happening, so I just kept logging out and logging back in again during bonuses.  Have you checked the logging out and in as of yet?

        By active, I take it you mean I am able to sign on and open the software?  The answer would be yes.  Can I play the games?  Yes IF there is money already there.  Can I deposit money?  No, I cannot deposit, so that says to me my accounts are not active. 

        The reason I kept playing, once again, I was attempting to recover my losses.  When I realized there was definitely a problem because it kept recurring, I contacted someone. 

        Hope this responds to your questions.
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        WOW WEE !

        That is incredible!  That sounds more than fair to me....I have never read about an online casino that would be so generous and refund that many player deposits.  Other online casinos that I have read about have refunded one maybe two player deposits, but six is absolutely amazing!

        Now that's GREAT customer service in my book!  You are definitely lucky in this situation. 
        Hell, I am afraid I would take the money and run.  But that is just me being an old lady! 

        In fact, if this online casino has this super customer service, I might just make a deposit.  That is if they allow U.S. players?

        Well, I would say Good Luck to you, but you have already hit the jackpot there so how about.......

        Happy Holidays!    *<:-)+>;o)  //I\\  -<I*


        CWC-Stephen wrote:

        Hi Cora,

        I have gone over all correlation between yourself and Karolina regarding this matter.

        We can see that originally you was winning from a deposit and had a healthy balance of $1500 on the


        8th,  from there you started to lose until you busted out on the 9th. Then you decided to deposit some more and continue play, last play was 11:45pm on the 9th.

        We can see when sessions begin and end, which includes being logged out. There are many sessions with over 1000 spins which does not indicate a problem.

        We had no record of a complaint from you until the 10th which was hours after you had lost the original win and some deposits. Only once you had busted out Karolina received an email saying that you felt software was faulty. Our question is, why did you not stop playing and contact us so we could investigate?

        Once we had the complaint Karolina checked and we had no other complaints of this nature from other players. At the time so she was inclined to believe that this was a problem caused with your connectivity.

        Also it is worth noting that you did contact customer service on the 10th in the am, just 2 hours after you busted out in Lucky Red. You did not mention any irregularities, only asked for a bonus for Aladdin's Gold.

        Because you have played with us for so long the decision was taken by management to give you the benefit of doubt and refund all 6 deposits made on the 9th. I feel this is more than fair considering we did not hear about this issue for another 24 hours. You should receive these refunds in a few days as they have already been processed.

        As far as I can see your account is still active?

        Best Regards
        Stephen
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        Pokergranni wrote:

        WOW WEE !

        That is incredible!  That sounds more than fair to me....I have never read about an online casino that would be so generous and refund that many player deposits.  Other online casinos that I have read about have refunded one maybe two player deposits, but six is absolutely amazing!

        Now that's GREAT customer service in my book!  You are definitely lucky in this situation. 
        Hell, I am afraid I would take the money and run.  But that is just me being an old lady! 

        In fact, if this online casino has this super customer service, I might just make a deposit.  That is if they allow U.S. players?

        Well, I would say Good Luck to you, but you have already hit the jackpot there so how about.......

        Happy Holidays!    *<:-)+>;o)  //I\  -<I*


        CWC-Stephen wrote:

        Hi Cora,

        I have gone over all correlation between yourself and Karolina regarding this matter.

        We can see that originally you was winning from a deposit and had a healthy balance of $1500 on the


        8th,  from there you started to lose until you busted out on the 9th. Then you decided to deposit some more and continue play, last play was 11:45pm on the 9th.

        We can see when sessions begin and end, which includes being logged out. There are many sessions with over 1000 spins which does not indicate a problem.

        We had no record of a complaint from you until the 10th which was hours after you had lost the original win and some deposits. Only once you had busted out Karolina received an email saying that you felt software was faulty. Our question is, why did you not stop playing and contact us so we could investigate?

        Once we had the complaint Karolina checked and we had no other complaints of this nature from other players. At the time so she was inclined to believe that this was a problem caused with your connectivity.

        Also it is worth noting that you did contact customer service on the 10th in the am, just 2 hours after you busted out in Lucky Red. You did not mention any irregularities, only asked for a bonus for Aladdin's Gold.

        Because you have played with us for so long the decision was taken by management to give you the benefit of doubt and refund all 6 deposits made on the 9th. I feel this is more than fair considering we did not hear about this issue for another 24 hours. You should receive these refunds in a few days as they have already been processed.

        As far as I can see your account is still active?

        Best Regards
        Stephen



        That sounds really fair especially coming from a RTG casino.

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