Complaint about Golden Reef's automated support

[kujis]

I've never really had any issues before with the casino. Everything works as it should. Just horrible RTP on everything, or I'm just way more lucky everywhere else.

And even this is not a big issue, more like an annoyance. For the first time my deposit did not appear in my balance due to a banking timeout error, so I had to contact support. But the bot was confused and just closed the chat. After some attempts, eventually I got it to connect a real person to the chat and they got their banking team working on it. Nearing a week now and nothing yet. So I asked if I was eligible for any inconvenience freebies for having to wait for such a long time, but they said they have their automated bonus bot that handles all that.

However, the bot does not take into account of any inconveniences the player might have been experiencing on their casino, so it just gives the same promo offers everyone gets who bothers to click on promotions on the main site the few times I've talked to it, so not sure what's the point of that. You can't even really talk to it, which makes sense, as you could probably manipulate it to give you free stuff.

Unlike on 2 other casinos when a similar incident happened, it was fixed within 3 days both times and support gave me 50€ free bonus credits and on the other site 75 free spins I believe, which was a cool gesture of them, making it seem like they care and want to make up.

Now I'm not sure if that's a regular practice or if waiting a week to get an issue solved is normal. But that's how I feel.

 

[kujis]

Ok an update. After more than a week, they claim I haven't even made a deposit, so they can't refund my purchase.

"We contacted our processor and they confirmed that your deposit attempt with us has failed. Also, after further investigation, they confirmed that the billing descriptor ‘laaor’ is not related to us."

The payment gets disguised always as some other site, this time a thai massage site or something called laaor. I've made countless deposits and often it's that laaor one receiving the payment, so not sure why they are claiming it's not one of theirs. Maybe too shameful.

So they are just refusing to refund or to even credit the money to my casino balance. Does CasinoRewards or Golden Reef even have anyone here on this forum? It's such an old, forgotten casino group.

I'm trying to get the purchase refunded via my bank. But if that fails, do I have to contact police and report theft? What could they even do if the casino operates in some shady country?

Also, can I rename this topic to something more matching? Doesn't seem to let me.

 

[dunover]

Ok an update. After more than a week, they claim I haven't even made a deposit, so they can't refund my purchase.

"We contacted our processor and they confirmed that your deposit attempt with us has failed. Also, after further investigation, they confirmed that the billing descriptor ‘laaor’ is not related to us."

The payment gets disguised always as some other site, this time a thai massage site or something called laaor. I've made countless deposits and often it's that laaor one receiving the payment, so not sure why they are claiming it's not one of theirs. Maybe too shameful.

So they are just refusing to refund or to even credit the money to my casino balance. Does CasinoRewards or Golden Reef even have anyone here on this forum? It's such an old, forgotten casino group.

I'm trying to get the purchase refunded via my bank. But if that fails, do I have to contact police and report theft? What could they even do if the casino operates in some shady country?

Also, can I rename this topic to something more matching? Doesn't seem to let me.

I have messaged you because they have tried to contact you via PM but it isn't working, so I tried to message you with a way of direct contact to the rep. Check you inbox on the forum, let me know if you got the details!

Thanks

 

[lockinlove]

Ok an update. After more than a week, they claim I haven't even made a deposit, so they can't refund my purchase.

"We contacted our processor and they confirmed that your deposit attempt with us has failed. Also, after further investigation, they confirmed that the billing descriptor ‘laaor’ is not related to us."

The payment gets disguised always as some other site, this time a thai massage site or something called laaor. I've made countless deposits and often it's that laaor one receiving the payment, so not sure why they are claiming it's not one of theirs. Maybe too shameful.

So they are just refusing to refund or to even credit the money to my casino balance. Does CasinoRewards or Golden Reef even have anyone here on this forum? It's such an old, forgotten casino group.

I'm trying to get the purchase refunded via my bank. But if that fails, do I have to contact police and report theft? What could they even do if the casino operates in some shady country?

Also, can I rename this topic to something more matching? Doesn't seem to let me.

There is one here but she cant post on the forum but when she sees your post or someone lets her know she will message you

Microgaming has gone downhill as a company and it's really affected casino rewards. MG slots are nothing but mostly clones and ended their licenses with games that we all loved. Jurassic Park, Game of thrones etc. And now seriously just pump out endless jackpot clones instead.

Casino rewards new chat system is terrible too. Their terms are confusing in regards to the welcome bonus and I find it doesnt need to be that complicated.

Sorry for the rant but Im really disappointed how its affected CR

 

[kujis]

Bank refunded it so it's ok. Not playing there anymore.