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usMammyGrams
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18 July 2012 - 7:47am

Silver Oak - Malfunctioning Game, Polar Explorer -- Customer Service in DENIAL

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Ok, they are Blacklisted and have already proven to others they've earned this spot in the world of online gaming...but I got email for free chip so thought I'd try it. No way I would have given them real money...but was bored and wanted to play the new RTG game that just came out today - Polar Explorer. The game did not credit all wins but did deduct the spin amounts from my balance. Was shorted as best as I could calculate $40USD.

Game did not go into feature mode when the correct symbols appeared on a pay line either. The sound that a game makes when the symbol shows up that activates a feature was going off at random times. The game always cheated in the casinos favor. The other games on their site seemed to be functioning normally for what it's worth.

So yeah. I busted out on the free chip and thought I'd chat with a rep to tell them since the game was new. "Rachel" immediately accused me of opening multiple accounts and redeeming multiple free chips. WTF? I had seriously never been there before and wasn't trying to ask for a credit or comp or do another coupon for free play. I was simply telling them their game was not functioning and a cash playing person would not be as understanding as someone playing on a free chip. It was instant attack mode and I wasn't asking for anything. Period.

God forbid I'd have made the playthrough requirement and tried to cash out!

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usbarbadosslim93
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18 July 2012 - 5:00pm
#1

Ouch, that is rough! I totally believe it after reading everything that I have about Silver Oak though. Sorry you got screwed. Has this ruined online gambling for you, or would you consider playing anywhere else?

ushope777
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18 July 2012 - 6:25pm
#2

This should go in the "bad customer service" thread. I can't believe these places who believe they can treat their customers this way. Sad How rude!

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auCL-Ed
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19 July 2012 - 2:57am
#3

Hi there MammyGrams. Sounds like the customer "service" there kicked into auto defence mode - blame the customer no matter what the problem is. They probably would have said the same thing even if you had given them a compliment.

Thanks for putting a warning out there. It sounds like the new game is buggy, so hopefully your post can save someone else from losing some real cash.

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27 July 2012 - 1:46am
#4

That new game was also "paralyzed" at Lucky Red the other night. I thought it was maybe my computer, so I tried another game,and it worked fine. It did work a few days later, but I only played a very few spins, because it wasn't paying off. I did not report it to LuckyRed,but they have always been polite and helpful to me there.

Whatever happened to "the customer is always right?" Seems not only online, but even in real life,this is less and less true, evidenced by how I am treated in some establishments. Very sad.

Hope777

Hope is a good thing, maybe the best of the things, and no good thing ever dies.
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4 August 2012 - 2:26am
#5

funny I just played polar explorer a lot around 300 spins on club world it did not malfunction once on me.

auCL-Ed
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4 August 2012 - 4:09am
#6

I think at the time of MammyGrams' post the game was brand new. Maybe there was a glitch in it that has been fixed now. Still it was disgraceful treatment from Silver Oak Casino.

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