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ussallysue
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9 March 2012 - 6:36pm

Aladdin's Gold Casino -- Missing the point.

8 replies • Last post

I chose Aladdin's Gold because I found casinolistings.com and saw they recommended it be the first stop for newbies. I hope that they do not recommend the site anymore. I have copied my transcript with them. As you can see, the more their employee talks, the more fed up I become. ..

You are now chatting with 'Natasha'
Natasha: Hello, how are you today?
Susan: good
Susan: I had a message pop up to come to this link to chat.
Natasha: Yes we just need to confirm some details so could you please call us on 1 866 465 7285 Toll Free so we can verify some details
Susan: It said I could call or chat here. If I call then my boyfriend sees what I've been up to when he checks the phone number on the phone statement.
Susan: But I would be happy to tell you whatever u want to know here.
Natasha: im afraid we need to do this over the phone im afraid.
Susan: It would have been nice to know this before I deposited.
Natasha: im sorry but this needs to be done.
Susan: Well I must ask to undo my membership with your casino.
Susan: I don't think I have even been on for 5 minutes.
Susan: I read everything I could find, but found nothing involving phone verification.
Susan: I was not warned of that.
Natasha: It will only take a few minutes to do over the phone.
Susan: But that defeats the point. It doesn't matter if it is 1 minute or 100 minutes, it will show up on the phone statement, and all he has to do is search the number, and I rather he not know where I spend my money just because we have phone lines on the same account.
Susan: It is none of his business. It is a privacy issue.
Natasha: Ok but that is not the casinos issue im afraid, you could always call off a different phone?
Susan: I am not around another phone.
Natasha: It does not need to be done right now, it can be done later on, so you can access another phone then?
Susan: I don't know when I will be accessing another phone, not where someone can't hear what I'm saying. If I do it my next day at work, there will be other people there. There is no way I can privately be a member of your casino. I believe that my betting and depositing with my money should be confidential, and since you now require this phone call after I already set everything up, you're just going to have to undo my account because this sudden requirement does not protect my confidentiality.
Susan: I don't know why the pop-up even said to call or contact live chat when I get to live chat and you tell me I can only call.
Natasha: All we need is too confirm your name, address and date of birth over the phone, but if you wish to close the account please send us an email too support@aladdinsgoldcasino.com and we will close this.
Susan: You don't seem to understand that it doesn't matter what you do over the phone, your casino phone number will show up on my statement, therefore my business will be displayed, not confidential. Close my account.
Susan: If I had know this I would have never signed up.
Susan: There was no warning.
Natasha: As i said if you wish to close the account please send us an email if you do not want your partner seeing that email also, delete it once you have sent it.
Susan: I will definitely be sending an email.
Susan: You are the smartest person I have ever met.
Susan: Thank you for all your fine wisdom.
Natasha: Your welcome
Susan: that is you're
Susan: a contraction for you are
Susan: By the way, since there was no warning before the deposit, I am reporting you to my credit card company.
Natasha: Susan what it is a simple phone call, im sorry that your partner will check your statement, you should stop your partner doing that if you dont like it, but as i said the account will be closed.
Chat session has been terminated by the site operator

I emailed them about this. I do not recommend this site because they do not understand confidentiality and you'd think that be a priority for a gaming site. A copy of my email follows. I left nothing out of this raw post, even when I returned the smart comments. I just want others to know what to expect AFTER they deposit and try to get customer service, especially if they like their gaming to be confidential.

Their requested email:
Here is your email you need to close my account. I am asking you to close it since asking the chat operator apparently does not suffice. As you can see below, smart comments from your Natasha were returned. At the end, she said I should stop something if I didn't like it. Exactly! That is why I kept asking her to undo my signup. My email is my own, and I like sharing a phone plan with my partner. Her assumptions were non-impressive. What I do not like was her inability as your employee to provide true customer service rather than giving the excuse that the call wouldn't take long, etc. The point was definitely missed here. If anything, a gaming company should consider confidentiality as a priority.

Although the pop-up which appeared while I was using your software asked me to EITHER call OR use live chat, once I wasted time logging into the live chat, she would not allow me to proceed with the live chat, as was given as an option on your pop-up. Had such a requirement which would interfere with my confidentiality been handled before I made a deposit with you, then I would have never signed up. Since no other option was offered and this was only brought to my attention after my deposit, you took my money under false pretenses, offered false options, etc., and that is why I must proceed.

auCL-Ed
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11 March 2012 - 2:55am
#1

I'm sorry but I am having trouble understanding your problem with this. They want you to call them so they can verify your identity. This is a common occurrence for playing at an online casino as there are many people who attempt to multi-account to claim the same free chip over and over for example, or sign up for accounts in fake names. You calling them is a little odd though as these guys have always called me in the past. Anyway for whatever reason they are doing a security check, and the more you come up with excuses as to why you can't call them, the more it looks like you have something to hide.

I thought the chat operator was very professional and patient with you and even made a sensible suggestion of calling them on another phone (a pay phone perhaps?) at another time. That solution would have satisfied them and your need for confidentiality. But instead you were rude to her and now you're complaining that she made a "smart remark"? Ok I can see how it might have offended you if you were overly sensitive. But why is it ok for you to say "You are the smartest person I have ever met. Thank you for all your fine wisdom" but its not ok for her to make what I view as a very restrained comment to you? If its good for the goose...

Customer service is a two-way street, not an excuse that allows you to abuse someone freely. You can't be smart and rude then complain if they give it back to you in the mildest sense.

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usbarbadosslim93
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11 March 2012 - 3:40am
#2

I'll second Ed on this one.

I find that confidentiality is a huge concern for me, but when you play at a casino, especially one dealing in another country, identity verification is necessary. This is what they do when they give you a call, which is what happened to me when I registered there.

With them asking you to call them: Is it possible you put in a fake phone number, due to your concerns about having a casino contact you? This would give them reason to ask you to call them. Maybe it is the reason why.

The terms at Aladdin's Gold Casino state:

12. The player is required to provide their complete, current and full personal details, including a phone number where they can be contacted. Incomplete, inaccurate or fraudulent information may result in the player’s account being closed and any bonuses and winnings being removed.

I don't work for Aladdin's Gold, but I can see where they are coming from. As Ed noted there is rampant fraud at casinos and they were just trying to verify who you were.

As for your chat log, I do not see anything where the casino rep was rude or unprofessional. It looked like she was just trying to help, but you acted rude to her.

Maybe looking at it in the rearview mirror you can see how things may have been handled differently. I hope you do find a casino that works for you as they are quite an enjoyable experience for most people.

ushope777
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11 March 2012 - 8:12pm
#3

I have always had a message pop up for them to call me, then the casino (Alladin's Gold and others) call me. I have never had a problem with this. I am glad they verify in the name of security.

Hope777

Hope is a good thing, maybe the best of the things, and no good thing ever dies.
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auCL-Ed
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12 March 2012 - 1:10am
#4
barbadosslim93 wrote:

With them asking you to call them: Is it possible you put in a fake phone number, due to your concerns about having a casino contact you? This would give them reason to ask you to call them. Maybe it is the reason why.

Good point. I had not thought of that.

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usUbetcha
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15 March 2012 - 5:00am
#5

As quoted here:
"Susan: By the way, since there was no warning before the deposit, I am reporting you to my credit card company."
============================================================================================

@ Susan: Apparently you're going to report this to your credit company and then what..? Thinking How long can you keep your privacy? It's going to spill the beans to your boyfriend who would see your bills sooner or later, if he is a controlling freak.. duh-hahahah! My honest advice to you, get rid off him so you can gamble happily..!! Smile

Y'all take care.. =^. .^=

usLuckyMe
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15 March 2012 - 11:54am
#6

I've had one casino call me several times but I didn't know who the number was so I didn't answer. I think it was during chat, the rep asked if he could call my number right then and he did. He wanted to verify my info. I don't think much is private anymore.

ushope777
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17 March 2012 - 6:53pm
#7

I have often received the pop up message for the phone call. I have no problem chatting with someone to verify my information. I know they have to be careful. I would rather get that out of the way to begin with, rather than after I win my first million, lol.

Ubetcha, you are way too funny. Wink

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Hope777

Hope is a good thing, maybe the best of the things, and no good thing ever dies.
Shawshank Redemption

usVPRoyalFlush
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18 March 2012 - 12:31am
#8

I agree with CL-Ed as well. I have had to call them when I made a deposit, it is only to confirm who you are. If you did not want the phone number to show up on the bill why not use skype or google phone? There were plenty of options available.

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