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Why we won't help


by Steve Russo
July 2016

The simple fact that Gambling Grumbles won't get involved in this dispute does not mean that Ahmad Q of the UK isn't right to be upset. His full complaint is being posted below and each reader can make up his own mind about it.

So why are we staying out of it? The simple fact is that so-called "loyalty programs", no matter how they are disguised, do not really exist to reward loyalty. This is true of casinos, hotels, airlines, and any other business which has them. Delta Airline Skymiles program, for example, does not have the goal of thanking me for the flights I took in the past but rather to encourage me to fly Delta in the future.

It is a sales program, pure and simple. There is nothing wrong with that. Every business has its own sales programs and all of them are subject to change at any time. Delta, in fact, has devalued its Skymiles program so much that many frequent flyers no longer make any special effort to get a higher status. Instead, they just look for the least expensive flight on any airline as long as it fills their needs.

In 2008, Northwest Airlines cancelled all the frequent flyer airmiles from an American rabbi because he complained too much (24 complaints in 7 months) and kicked him out of its VIP program. The rabbi sued Northwest and the case went all the way to the US Supreme Court but the airline won. The court ruled that a business is free to offer, or not offer, its sales program to whoever it wants.

Gambling Grumbles agrees with that. In fact, not only will we never ask a casino to continue a player's VIP status but we won't even ask it to allow a customer to play there at all. We feel that a casino has the same right to refuse to accept bets from a particular person as each player does to refuse to bet at a particular casino.

So when Ahmad contacted us, we did not write to Coral Sports. Our inaction is not the result of our deciding that Ahmad is right or wrong about being upset about how Coral Sports treated him. It is simply a matter of our not be willing to ask a casino to change its mind in such a case. (We will, however, send a link to this report to the casino in case it wants to change its mind.)

Ahmad's complaint appears exactly as we received it. The only changes we made were to remove the last names of the casino employees -- just as we have removed Ahmad's last name. He had dealt with Lee from Coral Help, Emma and Angela from Coral Priority and VIP manager Tim B.
This company is a disgrace.

I was a gold tier (level 13) customer in 2015 until the end of that year when they suddenly decided they would remove me from all promotions, even the standard onsite ones. I have met all of the above named people. Having refused to play since I was removed for no reason (none was given) as a Priority customer, I refused to play. A few months later, having tried through all channels including head office staff without success, I suddenly received a text on my phone saying I had a cash match which is something you only get when you are a Priority customer. I logged into my account and found I had been reinstated but only as a Bronze level customer. I began to play as I realised the VIP team now in charge of my account was not the team I had been kicked off the Priority program by. As I began to play more I discussed what would happen with this very helpful UK based team who told me if I got to silver or gold level I would be back with the team in Gibraltar. I said I did not want this to happen as the people there were only going to annoy me. My account was promoted to silver level and I expected that the team in Gibraltar to spot there had been some kind of error for me to have suddenly been put back on Priority but I wasn't I was treated as though all was fine by Emma. I told her that I do not understand why I was removed, she told me it was because I was getting too much in bonuses and recycling money - this was nonsense, I was losing every week. To cut a long story short, they put me back on gold but on a far worse deal than what I was getting previously as I had personalised offers, cashback, etc. and none of these were on my account anymore. I asked for a hospitality invitation for an even 3 weeks before it began, they told me I would receive an invitation closer to the time but even 2 days before they hadn't sent me any notification so I asked what was going on. I was told it was fully booked on the main day (Saturday) but there were spaces on Friday. I was also concerned about a promotion which was displayed on their pages which did not exist which I could not have known about until after it was finished and was expecting a large return as it was a stakes race and I staked a lot that whole weekend, they told me they were 'sorry' but no compensation could be offered and tried to blame me for it! They were trying to use the event as a way to compensate me but the gentleman I was speaking to (Tony) was very annoying and would not give an inch on anything both then and previously so I told him I did not want to speak with him or email him anymore. For 3 whole days I called them and emailed them and got no answers on both fronts, I was getting put through to the UK based team who were powerless to do anything about this as it was a 'Gibraltar Issue'. Even the UK based team complained about them in Gibraltar and asked me to tell them to contact them if I managed to get through!

I put all of this in writing and called them the worst VIP team ever only to belatedly receive a response which stated, in no uncertain terms, that I had been removed (again) from Priority DUE TO COMPLAINING! I can of course provide all email correspondence should you require it. I have made an official complaint and continued playing at lower levels but am now told (2 weeks later) that nothing can be done until the outcome of the investigation but no time frame has been given and I honestly believe they will never reply.

Tim B is a stuck up, super arrogant VIP manager who thinks any customer who complains is one customer too many. He is the cause of this and the 2 ladies mentioned no doubt enjoyed removing me from Priority because I point out their useless team's awful service.

Please remember that this team is supposedly the creme de la creme of Coral customer care.

I have missed weekly tier bonuses as a result of this, I am owed some things for bets placed under a promotion too. They cannot be allowed to get away with this!
Coral Sports is licensed in Gibraltar and the UK



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