RESOLVED - Club World Group complaint

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)

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.

@Cora Elizabeth please provide evidence of a faulty software.

thanks
Zuga

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.

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

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.

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.

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

Its more than fair IMHO, 99 times out of 100 this wouldn't of happened OP should have stopped playing and reported the issue immediately.

The reason for the refund is giving a player who has played at our group for a long time the benefit of doubt just this once. If this happened again the outcome may be different, we cannot act on a potential error if it isn't reported.

There was no evidence found of game malfunction both in our and RTG’s investigations, we have refunded the deposits purely as a gesture of good will .

As Cora stated she was chasing a loss, it is down to us to enforce responsible gaming so management has decided to temporarily block deposit limits whilst she cools off. This is in the interest of the player and not us.

PS Pokergranni We do accept US players and I would be glad to answer any questions you have about our brands.

Cora Eliizabeth - are you satisfied with the outcome?  I would say it's an extremely fair conclusion, given all the circumstances.  If you agree, then this topic can be marked as resolved.

I"m going to chime in here because I feel the sling fest has gone on long enough.

As for Chocolateman's post about them using the lowest RTP setting available.  This isn't the case.  As stated by RTG themselves, no online casino is ALLOWED to use the lowest setting, which is 91.5%.  They are only allowed to use 95% and 98%.

So therefore thanking Chocolateman for complete misinformation is now contributing the pitch forks and torches crowd aka the mob.  Which has been around since the dawn of RTG coming out as a software provider.

Yes RTG is very, very nasty software.  It can be very brutal, but it can also be very kind.  You Cora got the kind of the stick initially.  Then as stated you ended up getting into a bit of trouble.  Mainly because you lost control of yourself.  Then proceeded to gamble down quite a massive win.  $1,500 is a pretty nice pay day.  Then to throw away 5 additional deposits.  Only shows your lack of self control.

If you win anything above the cash out limits and walk out with a profit after fees.  The rule of gambling always has been cash out and walk away.  If you think your going to win the big pay day by continue playing.  Your pretty much guaranteed a loss.  Which is what happened.

I just can't condone a thread that pretty much if full of complete misinformation.  The facts are simple, you won big.  You got greedy, wanted more.  Then lost it all and a few more deposits on top of it.  I think Club World is being very, very kind to you considering the situation.  If your that desperate deposit to make another deposit, just because Club World disabled your depositing abilities for a bit.  Then find another casino.  Yet then again if you chased your losses the way you did.  Maybe I would suggest finding your local Gamblers Anonymous branch if gambling spiraled out control that badly for you.

Yes I'm being cruel, but I think this bash fest has gone on long enough.  Unless someone has solid solid evidence that Club World is out to cheat it's players.  Please let's discontinue the factless information.

Hi Cora,

Please remember that these refunds were sent to you as a gesture of goodwill and not because there were any kind of issues with your game play.  I'm starting to think our efforts helping you with that were a worthless exercise.

I can confirm that the refunds are on their way to you, I have questioned with our processors today to find out an ETA. Once I know, you will know

I am sure the guys at LCB will appreciate your latest unfounded claims that they are now accepting bribes from us.

I'm sorry if i seem a little short but Its getting kind of ridiculous now and bordering on tin foil hat territory.

Happy Holidays
Stephen

Stephen, I couldn't agree with you more! 

I am certain that the crew here at LCB are not going to let this horrible accusation even get off the ground!  Too bad you can't rescind your deposit refunds, after this last comment.  Some people are just so incredibly ungrateful and this is a perfect example of one!

Like I stated earlier, I think you and your casino have been more than fair to this person!  But, you know there's that old saying, "you can't please all of the people all of the time!"  I don't think this type of person is ever going to be satisfied no matter what you offer!  Your casino doesn't need this type of customer! 

Just don't let this so and so affect your customer service!      Keep up the top-shelf work!

Happy Holidays!    -<I*  <oO  *<8-)  *<II  >-Y-<    >I+I

P.S.
Also, I don't think this person is bordering on tin foil hat territory, she all ready there!   

Ah, please show where RTG said no one can use their lowest settings. If you goto RTG site http://www.realtimegaming.com/ The very first thing you see is "The Most Profitable Casino Solution On The Net." I am sure they didn't become 'the most profitable' having a standard RTP settings. RTG is one of the most controlled and suspect casino software around. More topics on many forums on whether its rigged then any other casino software. Why haven't RTG progressive $1 million jackpot NEVER been won on Jackpot Piñatas in many many many years?

No disrespect but some of you are so simple and will believe anything any one will tell you. CW has been the topic of the lowest return then any other RTG  I've read about. This can't be because they are using the middle to higher RTP. Sure CW pays fast that only if you can over come their lowest RTP setting!

Just thought I would chime in and say that our empirical RTP is published. We are constantly audited by the Khanawake Gaming commission as part of the terms of our license with them.

For those that know of the Khanawake Gaming Commission, you will know that it isn't a license that is handed out to anyone. We are one of the very few RTG casinos that invested the time and resources to obtain this well respected license.

We do this because we want to instill trust in the players, we have been in business for 10 years and we plan to be around for the foreseeable future.

We understand that RTG may not have the greatest reputation from past displeasure's, however do not tarnish us all with the same brush. We believe this is down to the management of specific casinos and not the software itself.

Maybe it's a case of players not withdrawing when they are winning.  You will recall the OP was up to $1500 but lost it all.

I'm not sticking up for the casino, I'm talking about the very nature of gamblers.  We are greedy and we want to win more.  Knowing when to stop and withdraw is the key!

All due credit to CWC-Stephen who has stepped up to the plate for Cora Elizabeth - refunding all those deposits is a rare and fair gesture.  If it was for me, I'd be patient and grateful.

There are many things on Google that are exaggerated or even simply not true. For every story of a player upset there are many players who are happy. I am positive almost all casinos, land based included will have some bad reviews if you do a search.

It boils down to what was mentioned above, (although we try) you cannot please everyone.

You basically accused of us of using the lowest setting here:

CW has been the topic of the lowest return then any other RTG  I've read about. This can't be because they are using the middle to higher RTP. Sure CW pays fast that only if you can over come their lowest RTP setting!

I am disproving your theory by telling you that if you had looked you would find our RTP results on various random tests by the Khanawake Gaming Commission.

Of course there will be anomalies and stories of players who have had terrible luck, we cannot choose winners and losers and ensure everyone gets to the average RTP. There will be people above and below the RTP.

It is quite obvious that you do not like the CW Group and you are very much entitled to your opinion. The good news is you can choose where you feel comfortable playing and I do hope you find somewhere that feels right for you.

Happy Holidays to all.
Stephen

merry xmas

Just an update of the same, exact update I have been receiving for the past two weeks.  After you finish reading it, think about receiving the self-same message over and over again for 2 weeks, but no money.  Tell me what you would be feeling please.

Hi Cora,

I just contacted the processing company who issued the refunds and the transactions are in transit. It may take little bit longer than we would anticipate however some refunds will due to different bank/companies involved.

As soon as I will have more information I will let you know.

I do apologize about the inconvenience.

Kind Regards,
Karolina

Hi Cora,

It is wrote here on a public forum for all to view that you will receive these refunds. If we didn't send the funds I'd look a little bit silly. I don't like looking silly  .

Happy Holidays.
Stephen

[quote  Happy Holidays.
Stephen
[/quote]

Hi, Stephen!

Just want to say that I have never had any problems with CW. It is one of the best RTG-casinos, I think even the best.

Btw, many people start to complain over the casino when they are losing money. It`s stupid to me, because if you can`t lose money, don`t play at all.

//I\\ >I+I *<8-)  Merry Christmas! 

Hi,

Does this mean that you have received your money???????

Merry Christmas  ~~~~*  *<II  //I\\  >I+I  X*X*X  *<:-)>  -<I*

will the owner of this section please delete this complaint.  I am not happy that they won't let me play, especially so since all I did was draw a problem to their attention.  But, I said to Karolina I would delete it after the refund showed up in my checking account.  So, I am satisfying my part of the agreement by asking that it be removed.  Thank you!

This topic has been upgraded to RESOLVED. I thank CWC Team for their efforts and prompt responses.

cheers
Zuga