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Backstory: I created an account on the Merge network, where there was a $600 deposit bonus.
That's where the fail started.
I found myself with credit card limits of $500/day. So how could I make a $600 initial deposit and get the bonus?
I brought up the customer service chat, and a rep promised me that I could deposit $500 with my credit card and $100 on eChecks, and he would give me the $600 bonus for the whole thing.
I tried that, but various fails occurred.
First, the first-time-deposit bonus code didn't work. He said it was an ongoing issue, but to deposit the $500 anyway, and he'd add it manually. Indeed, that's what he did.
Then I tried the other $100 with eChecks, but it would only let me do $50 until my account was verified.
He promised that I would get the other $100 bonus anyway, but he'd have to email to request it. He said I'd hear back in a few hours. An entire day passed, and I heard nothing. I then tried to play and, after an initial run-up, I busted my account.
I tried to reload (this was early today at about 4am), and I got a message that my 24-hour deposit limit had been reached. Only it had been 30 hours since my last deposit!
I got another rep in chat who told me to wait 3 hours and try again. I did that, and it still didn't work. I got another rep, who told me there must be a problem and that she'd e-mail the right department to fix it within 3 more hours.
Of course nothing got fixed, so after 2 days I wasn't able to redeposit because of that bogus message, and my bonus still wasn't as promised.
So I brought "Ivonne Bailey" into chat, and had the following lulz conversation:
Hello, my name is Ivonne Bailey. I'll be assisting you today.
DanDruff: it says i am past my 24 hour limit for a VISA deposit, but my last VISA deposit was almost 48 hours ago
Ivonne Bailey: Please hold for a moment while I look up your account...
Ivonne Bailey: I can see that you are trying to make a deposit using a MasterCard is that correct?
DanDruff: NO
DanDruff: Visa
DanDruff: The 4*** Visa that I despoited $500 with
Ivonne Bailey: Can you try to log out and log back in, to see if this resets it.
DanDruff: yes i've done it like 10 times today
DanDruff: that doesnt help
DanDruff: i'm not doing it again
DanDruff: i have chatted about this problem all day
DanDruff: please get a supervisor and figure this out
Ivonne Bailey: Unfortunately I do not have a supervisor available at this time.
Ivonne Bailey: Let me take a look.
DanDruff: I was told that you guys were e-mailing early this morning to solve this problem
DanDruff: Obviously nobody really did that
Ivonne Bailey: The thins is that you can only do $500 on 24 hours.
Ivonne Bailey: But that should have expired already.
DanDruff: yes
Ivonne Bailey: That is most likely why you were told this.
DanDruff: so they claimed they were e-mailing for help on this
Ivonne Bailey: I can still send it to be reviewed.
DanDruff: obviously nobody ever replied
DanDruff: even though this was early in the morning
DanDruff: do you have any record of such email
being sent?
Ivonne Bailey: I am sending this to be reviewed.
Ivonne Bailey: Right as we speak.
Ivonne Bailey: I will leave a note on your account so we can keep track of the issue.
DanDruff: IT WAS ALREADY SUPPOSED TO BE REVIEWED
DanDruff: why did the last rep lie to me about that?
Ivonne Bailey: As I mentioned the issue has to do with the 24 hours limit, it should be working now.
DanDruff: and as i mentioned, i had the SAME ISSUE early this morning
DanDruff: and I got the SAME RESPONSE you gave me
DanDruff: that it would be emailed for review
DanDruff: and this did NOT happen
DanDruff: so the last rep lied to me, right?
Ivonne Bailey: I have sent this already.
Ivonne Bailey: The note is on your account.
DanDruff: what about the last rep?
DanDruff: she lied?
DanDruff: why should i have to wait an additional day because someone lied to me?
Ivonne Bailey: It has to do with the fact that by 24 hours after the last deposit the issue should be resolved.
DanDruff: yes i know that, and i already discussed this with another rep this morning
DanDruff: which was ALSO 24 hours after my last deposit
DanDruff: and i was promised it would be reveiwed today
DanDruff: and it was not
DanDruff: so why did the last rep lie about that
Ivonne Bailey: I can only tell you what I can do to make this better.
Ivonne Bailey: I really just want to help you out.
DanDruff: ok here is another question
DanDruff: the first day i depostied $550
DanDruff: $500 on VISA, $50 with eChecks
DanDruff: I tried to deposit more but it would not let me
DanDruff: so i wanted to deposit at least $600 so i get the whole deposit bonus
DanDruff: the guy i talked to in support said he would get me the $600 bonus anyway because i tried to deposit 600 and could only do 550
DanDruff: but he only put 500 on
Ivonne Bailey: The bonus was applied to your first deposit only.
DanDruff: no he promised me i would get it for a few deposits
DanDruff: up to 600
DanDruff: because of my deposit issues
DanDruff: are you telling me that his promise is also out the window?
DanDruff: go back and read my chat logs
DanDruff: i am getting really mad that everyone keeps lying to me
Ivonne Bailey: I have no records of such a bonus.
Ivonne Bailey: The system automatically awards the bonus on only the first deposit.
DanDruff: facepalm
DanDruff: did you read what I wrote?
DanDruff: first off the system awarded nothing
DanDruff: he had to manually put it on because it wasnt working
Ivonne Bailey: You can see the bonus on your Player Admin under bonus exchange.
DanDruff: second i was PROMISED that i woudl get another $100 bonus because of my deposit issues and because i got 550 of the 600
DanDruff: ok you just aren't reading what i am writing
DanDruff: i am tired of this
DanDruff: you are ignoring me
DanDruff: just answering what you want to answer but not my questions
Ivonne Bailey: I am not.
Ivonne Bailey: I am trying to help you out.
DanDruff: really? i said i was promised and you are not addressing that
DanDruff: you are telling me how to look up my bonus, which wasn't what i asked at all
Ivonne Bailey: I have no records of such a bonus offer.
DanDruff: you have no records? READ MY CHAT LOGS FROM 2 DAYS AGO
DanDruff: you are completely useless, i am tired of this
DanDruff: i want a phone # to call support
Ivonne Bailey: Unfortunately we do not have a phone number,
DanDruff: when is a supervisor going to be here? you are clueless and don't listen, so i want to talk to someone with a brain
DanDruff: when will that person be in
Ivonne Bailey: Maybe within 1 hours or so.
DanDruff: what is your problem? do they give you no power to do anything useful?
DanDruff: because you are absolutely refusing to listen to me or solve any of my issues
DanDruff: i am wondering why that is
Ivonne Bailey: I am right here reading what you are telling me.
DanDruff: i realize that you're foreign and don't speak english well, and that Ivonne Bailey is a fake name. But why are you so powerless and unwilling to answer anything I'm concerned with?
DanDruff: I tell you about promises made to me that were broken, and you tell me how to look up my bonus in my account. Does that look like good customer service to you?
DanDruff: If you simply say, "I am empowered to do nothing and don't understand half of what you write," I will be satisfied and end this chat.
Ivonne Bailey: I understand everything you are saying.
DanDruff: Then why aren't you answering any of it.
Ivonne Bailey: I do speak English that is why we have been talking for 27 minutes.
DanDruff: Your name isn't Ivonne Bailey. It is something hispanic or Asian sounding, right?
Ivonne Bailey: I think that is not relevat.
Ivonne Bailey: relevent*
DanDruff: In other words, "Yes."
Ivonne Bailey: Is that relevant to you?
DanDruff: So I brought up that I was promised to get a bonus on $600 after depositing $550, and you answered with telling me that it's only on the first deposit. I asked you again what about the promise, and you told me how to look up my bonus.
DanDruff: You STILL have not answered about the promise that was made to me.
Ivonne Bailey: I understand that you might have been told something, I am telling you the truth about the promotion.
DanDruff: So if someone from your company promises something to me, you guys don't keep it, even if it's just a matter of an additional $100 bonus?
Ivonne Bailey: You can get 100% on your initial deposit which was for $500.
DanDruff: Again, did I ask you that?
DanDruff: NO
DanDruff: I asked you WHAT ABOUT THE PROMISE FOR THE OTHER $100
DanDruff: Stop repeating the same stupidity over and over.
Ivonne Bailey: The thing with that is that we cannot put in $100 with out a deposit being made.
Ivonne Bailey: That is why I am telling you that.
DanDruff: Okay. What about the $50 I deposited on echecks? Put in a bonus for that.
Ivonne Bailey: I am telling you how our system works and why we cannot do it.
DanDruff: I want my $50 bonus now.
Ivonne Bailey: I am sorry but I cannot give that to you.
Ivonne Bailey: As I said the bonus can only be applied to one deposit. It was applied to your deposit for $500 and you can see the $500 pending bonus under bonus exchange.
DanDruff: And as I said, I was promised something different, and someone needs to give me what was promised. I realize that you are a simpleton that they hire in the evening and cannot do such things, so I will chat later and ask for a supervisor. Bye.
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A day later, the system wanted me to verify my credit card. More fail:
Hello, my name is Moses Howard. I'll be assisting you today.
Moses Howard: Please hold for a moment while I look up your account...
DanDruff: i just went to the pending transaction requiring verification page. it asked me to provide the exact amount i charged. i entered that at 503.11 and it said i was wrong and said i tried the maximum # of times
Moses Howard: Please hold for a moment while I look up your account...
Moses Howard: Your transaction is currently pending verification. You can complete this process from the Cashier tab found in the Poker Lobby. Once you're there, click on the overview tab and you should see your deposit under ‘Pending Transactions and Transfers’ on the right-hand side.
DanDruff: READ WHAT I WROTE
DanDruff: I just tried it and it did not work
DanDruff: It said I entered the wrong amount to verify it, but I entered the right amount.
Moses Howard: You need to complete Photo ID Verification
Moses Howard: Click here
DanDruff: You aren't answering my question
DanDruff: Are you stupid or just ignoring me?
Moses Howard: I think I have answered already, and I don't appreciate name calling.
DanDruff: You have answered nothing.
DanDruff: I told you that it is refusing the amount I entered even though it's correct.
DanDruff: You tell me to do Photo ID verification, which should not be necessary if the other process works properly.
Moses Howard: At this point and due to failed Credit Card verification, you will need to complete Photo ID Verification
DanDruff: It is not "failed". Your system is failing, not me.
DanDruff: You did not address that, but instead just keep telling me to do other ways.
Moses Howard: What amount did you type again?
DanDruff: 503.11
Moses Howard: Yeah, that is not correct
DanDruff: Yes it is
DanDruff: I can show yo ua screen shot from my bank
Moses Howard: The initial deposit was $500, our processor makes a charge some cents under that. I actually see the amount here
DanDruff: The amount on my statement is 503.11
DanDruff: So your system is wrong. I can prove it.
DanDruff: By the way, why didn't you answer this in the first place instead of just ignoring me and giving answers I didn't want or need? Is that the way you do your job?
Moses Howard: Not really, I was going straight to what you need to do at this point.
DanDruff: So I tell you that the system is incorrect in rejecting me and you totally ignore that and just answer something else? You're telling me that's the correct way of doing things?
DanDruff: Look, it doesn't take a genius to understand how to handle things like this. When someone asks you why something isn't wokring, YOU ANSWER THAT QUESTION and don't ignore their concern.
Moses Howard: Todd, why don't we focus in the solution? We need you to complete the Photo ID
DanDruff: Why don't we focus on why your system isn't working properly? How come it asks for the amount, I give the correct one, and your only solution is for me to do another verification method?
Moses Howard: And the amount charged to your card was under $500, possibly your bank is charging some fee to it, and reflects the final amount.
Moses Howard: That is not the amount we charged, I am positive your bank is adding a fee to it.
DanDruff: I will only do this if you apologize for ignoring my question at the beginning and admit that you didn't do your job properly.
Moses Howard: Is there anything else I may assist you with?
DanDruff: Yes, I want you to admit that you ignored everything I wrote at the beginning and handled this horribly.
Moses Howard: Todd, I did not, I actually replied you needed to go to cashier and verify it.
Moses Howard: You still need to do so.
DanDruff: NO. I asked about why the amount verification wasn't working, and first you told me to go verify my account (the thing I just did), and second told me to go to Photo ID Verification. YOU DID NOT ADDRESS WHY THE CC VERIFICATION WASN'T WORKING UNTIL I CALLED YOU STUPID.
DanDruff: Why is this so hard for you to understand? WHEN SOMEBODY ASKS YOU A QUESTION, YOU ANSWER THAT QUESTION, NOT SOME OTHER QUESTION YOU FEEL LIKE ANSWERING.
Moses Howard: Is there anything else, other than this; I may assist you with?
DanDruff: Yes, either apologize and admit you
ignored my question at the beginning or I am reporting this to your supervisor.
DanDruff: Your choice.
Moses Howard: At the end of the chat, you will be able to fill out a survey.
Moses Howard: Please proceed as you please in regards to this.
DanDruff: Fine, I would have given you a better rating if you apologized but since you are being arrogant, I am giving you the worst rating possible. Give me the survey now.
Moses Howard: It will pop up when you close this chat session.
Moses Howard: Thanks for chatting. Please contact us again if you have any more questions.
DanDruff: It has never popped up in the past. If it doesn't, I will be getting a hold of your supervisor and complaining about you. All you had to do was apologize but you refuse because you are too arrogant. Goodbye.
