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If you have been sent a text message with regards to a free bonus offer, please be advised that this has been sent in error and the issue is currently being resolved by the relevant department as a matter of urgency.
Apologies for any inconvenience caused and thank you for your patience.
Sorry to keep you waiting. If you are contacting us regarding our Beaten By A Head promotion, this will be credited to your account as a FREE BET by 12pm the day after the race, if your bet is eligible.
Please note that free bets from other promotions do not qualify for an additional free bet from the Beaten By A Head offer.
Please see here for full details.
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Elham I: Hello. Thank you for contacting Coral Customer Support, you are speaking to Elham. How can I help you?
ZozzyApat: I have two connect card offers that I have been let down with. The most recent one was last week when I went into shop and used £10 on the slots to receive £10 in my online account which hasn"t arrived
ZozzyApat: The other one is a football sports bet from last year that I have not received my 3 X £5 free bets
Elham I: Can you please explain in more detail th offers you are referring to?
ZozzyApat: In shop last week I played with £10 of my money which was on my connect card. It had to be wagered on a specific game which I can"t remember the name of. Maybe Wid .... something. .The shop manager helped me to transfer my connect money to the machine
ZozzyApat: The advert on the screen in shop said that I would receive the £10 in my online account after I had played through £10 on this game
Elham I: Are you referring to the Deposit, Bet and get offer on Wild Magic?
ZozzyApat: Wild magic was the game. I had to play it in the shop not online
Elham I: This is an online offer. Please click here for the terms and conditions.
ZozzyApat: I am not talking about this online offer. I am talking about an offer in the shop last week. I had to play the Wild Magic game IN SHOP
Elham I: I have looked through the inshop offers from the past 2 weeks and I am unable to see any offers with Wild magic.
Elham I: Please visit the your local shop they can assist you with this.
ZozzyApat: The offer was 22nd june , I used the slot machine at about 6.45pm using my connect card. Can you see this?
Elham I: I am unable to see any transactions you have made on the gaming machines.
Elham I: This can be seen inshop.
ZozzyApat: Can you help me with my free 3 X £5 that I didnt receive from last year?
Elham I: May I ask what promotion this is and why you didn"t contact us at the time?
ZozzyApat: It was a football bet of £10 that Chelsea would win the league at odds of 7/4. The promotion was that I would receive £5 for every goal that Chelsea scored in the first game of the season. The season has recently finished. I collected my winnings. Chelsea scored 3 goals in the first game they played but this £15 has not been sent to my account
Elham I: The free bet tokens would have been credited at the time you placed the bet. Please be advised free bet tokens expire after 7 days.
ZozzyApat: They have never been credited to my account 100%
ZozzyApat: I am 100% sure
ZozzyApat: Are you still there you seem to be a long time.
Elham I: Unfortunately as this is an old promotion there is not much we can do.
ZozzyApat: There is obviously an error that the tokens have not been credited either at the time the bet was placed, or now at the end of the season. I think it is ridiculous that someone like yourself from customer services can say that there is not much we can do. I would like to speak to your manager to resolve this
Elham I: The free bet tokens would have been due to be credited at the time you placed your bets. We are not able to see the bet you placed. There are no details of this offer available to us because it ended so long ago.
Elham I: If you had contacted us at the time we could have looked into this further.
ZozzyApat: You are not able to see the bet I placed?
Elham I: Did you place the bet inshop?
ZozzyApat: I want to speak to your manager please
Elham I: Unfortunately we do not have managers available via our live chat service.
Elham I: Please be advised that we are unable to see details of bets placed inshop.
ZozzyApat: Inform a manager to speak to me by telephone. I would like to receive the money I am owed by Coral
Elham I: May I ask why you have waited until now to query this?
ZozzyApat: The season has just ended and I have just collected my bet ,so if the funds have not been credited at the time I placed my bet then there is the possibility that they could be credited when the bet is settled. My first query is for money I am owed from only four days ago. I would like to receive both monies that I am owed. Inform a manager to telephone me
Elham I: Can you please confirm what money you are owed?
ZozzyApat: I am owed £10 from the in shop promotion placed four days ago, and I am owed 3 X £5 from the football bet from the season just finished. The time and money you are costing me by writing all these chat messages is also not appreciated
Elham I: As previosult advised I am unable to find an inshop promotion for Wild Magic, you will need t visit the shop that you were advised of this offer as they will be able to give you further information. The 3x £5 bets cannot be credited because the promotion would have ended last year at the start of the season. As this is almost a year ago we connot backdate any free bets. Furthermore, I would not even be able to see if you qualified for the offer because we do not have details of bets placed inshop.
ZozzyApat: Inform your manager to telephone me. It is unacceptable that you cannot find an inshop promotion from four days ago. My nearest Coral shop is a drive into the town centre and there is no free parking nearby. I await his call
ZozzyApat: Can you please confirm that you have spoken to a manager. It is over ten minutes since my last message.
ZozzyApat: It is now 6.30pm Please respond
Elham I: Thank you for your patience. My manager has read this chat, I have been advised to inform you that we are unable to credit any free bets for the football promotion at the beginning of last season as the free bet tokens would have been credited after the match had ended.
ZozzyApat: The free bet tokens were not credited immediately after the bet was placed. I am 100% sure of this.
ZozzyApat: I checked every day
Elham I: If you had not received the free bets at the time why did you not contact us?
ZozzyApat: I have answered this question already.
Elham I: Unfortunately in regards to the football promotion no free bets will be credited had you have contacted us at the time we could have confirmed if you were entitled to the free bet tokens. The free bets would of been credited on the Monday after the first round of league fixtures after the weekends football and expired within 7 calendar on issue of the token. The qualifying bet would of had to have been placed on Chelsea"s first game.
Elham I: The promotion was available from the 6/08/14 - 16/08/14, you did not place any bets on your connect card during this time. The only transaction we can see is a bet of £10 placed on 18/08/14.
ZozzyApat: You stated earlier that you could not see the bet I placed. I am glad that you have now taken the time to find the bet I placed. I do not want to appear rude but you seem to be dismissing the facts that I have explained to you as though I could have been mistaken (at the very least). Financially this amount is insignificant in relation to my bankroll, but as a matter of principal it is important to me to be respected as a customer. Taking the time to find out about the bets placed by me is bett
ZozzyApat: Taking the time to find out about the bets placed by me is better than dismissing it as though it hadn"t happened
Elham I: I have taken your comments on board Mr Dawson and I do apologise for any inconvenience caused to you. However just to reiterate the promotion finished on the 16/08/14 you did not place your bet until 18/08/14.
Elham I: In regards to the Wild Magic promotion this is an online only offer.
Elham I: Is there anything else I can help you with today?
ZozzyApat: Yes
ZozzyApat: I placed the Chelsea bet before they played their first game of the season as stated in the promotion t&cs which was Monday 18th August as their first match was live on Sky TV that evening.
Elham I: As advised this promotion finished on the 16th.
ZozzyApat: In regards to the Wild Magic promotion you are confusing the in store promotion with a completely different online promotion using the same slot game called Wild Magic
Elham I: If you have seen this offer inshop you will need to visit your local shop to claim this offer.
Elham I: The inshop offers we have available to us does not include this offer.
ZozzyApat: I have already claimed this offer at the time I wagered £10 in store. The store manager telephoned head office to confirm the promotion and physically helped me transfer from my connect card to the machine and confirmed that the £10 would be credited to my online account after I had wagered this £10. There is no more the store manager could have done
ZozzyApat: Would it not be reasonable for you as customer services to contact the shop to confirm this? You will then understand that it is a mistake on Coral"s behalf that my account has not been credited.
ZozzyApat: The alternative is that I use my own time to drive into town and pay for parking. I then speak to the shop manager who may or may not be the same one that assisted me on Tuesday.
ZozzyApat: Your dismissive behavior towards me without checking the facts is not what I expect from a customer services representative. Coral are not the only gaming company that I use for online poker and sports betting
Elham I: You can contact the shop customer services on 0800 169 0299, they can put you through to the shop you visited.
Elham I: I can only go by the information that I have, I can see all the inshop promotions from the past 2 weeks and I have been unable to find an offer on Wild magic.
ZozzyApat: Please will you contact them and then credit the money I am owed. Time is valuable to me. I will be playing cash poker tonight to secure an hourly rate. I do not wish to waste time, it is now 7.28pm
Elham I: If I contact the shop we still have no way of confirming you have qualified for the offer you are referring to as we do not have access to your transactions on the gaming terminals. This is th reason I have advised you to visit the shop, you can request that they call our customer services line. If they confirm you are due a bonus this can then be credited.
Elham I: You will need to be present in the shop as they will need to look through your transactions. Until you have done this we are unable to credit any bonuses you may have qualified for.
ZozzyApat: My gaming transaction was linked to my connect card that was inserted into the machine. Surely they can confirm this to you over the telephone. You did advise me to contact them by telephone. Is there a data protection issue?
Elham I: You would need to be present to confirm your details for security.
Elham I: Although you used the gaming terminal with your connect card we are unable to see the transactions made. This is only visible inshop.
ZozzyApat: The only reason that I visited the betting shop was to withdraw winnings that I had won online. The offer was on screen to wager £10 on the slot machine minimum £10 to secure a £10 refund to my account regardless of if I won or lost. This was a +ev bet I could not refuse. It has become not matter of finance but principal.
Elham I: Unfortunately there is nothing further I can do at this point, please visit the shop as they will be able to look into this for you. I am unable to advise you any further on the matter.
Elham I: I will now be terminating this chat. Please contact your local shop for further assistance.
Elham I: This conversation has now ended. If you require any further assistance please open a new window.
ZozzyApat: I find it hard to believe that the shop would not supply you with the promotion details and details of my shop transaction. You would be having a conversation "in house" with no security issues. I am obviously not satisfied with the outcome of my query and also the time it has taken.
If you have been sent a text message with regards to a free bonus offer, please be advised that this has been sent in error and the issue is currently being resolved by the relevant department as a matter of urgency.
Apologies for any inconvenience caused and thank you for your patience.
