[RESOLVED] Canbet - change of software causes problems

[ether]

I PMed the Canbet rep here but he hasn't replied yet, apparently too busy posting his offers in the other forum section...


My problem:

I had a $410 balance in the RTG casino when it was shut down. The balance consisted of:

-$250, my own deposit
-$150 bonus (60% of the deposit, offer "CSMIDWEEK6")
-$10 winnings as I was up meeting the playthrough


First problem:
-I had no notification of you moving to another platform whatsoever
-When I learned this has happened, I noticed my balance was not transferred anywhere.

Should I have not payed attention, I simply would of lost my money!

Your CS answer: "Thanks for your email. As your RTG account was made up of a $410 bonus balance, your new Canbet Casino MGS account has been credited with $410 bonus balance."

Second problem:

This is not a good solution, because,

a) first of all, only $150 of this is bonus
b) the CSMIDWEEK6 bonus I was credited with to begin with, had a wagering requirement of 25x(d+b) on blackjack, that is $10 000 on blackjack that I had partially met anyways.
Now what I have is a wagering requirement of 30x400= $12 000 in your new casino, but blackjack only counts 10%, making it $120 000, a sudden 1200% increase!

[chuchu59]

It would be pure folly for them to tamper with the bonus system at MG. The only solution I can see is that they credit the full amount of $410 to your real balance and advise you that you may not make a withdrawal until the remaining WRs are fulfilled(they will need to check your logs at RTG).

[vinylweatherman]

It would be pure folly for them to tamper with the bonus system at MG. The only solution I can see is that they credit the full amount of $410 to your real balance and advise you that you may not make a withdrawal until the remaining WRs are fulfilled(they will need to check your logs at RTG).

......and they could have avoided the problem altogether simply by KEEPING CUSTOMERS INFORMED of such an important change in advance of it happening.

Apart from this, they could credit the balance split between cash and bonus such that the player concerned is in the same position with regard to outstanding wagering requirements on Blackjack. All this does is retain the terms as they were when the player took advantage of the original offer, they are NOT "doing them a favour", merely keeping their side of a contract.
A reputable outfit would also compensate the player for the inconvenience, perhaps a small free chip, or maybe even a Christmas gift in the post.

[maxd]

Obviously not much is going to happen until you hear back from the rep on this. I see they're online at the moment so I'll get in touch, highlight your posting here, and we'll see what result that produces.

Later: The rep informs me that they are in touch with the player and expect to resolve this promptly.

[ether]

They have now contacted me via PM and this has been resolved fairly.
Thanks everyone for the input/help.

Quote:
Firstly let me apologize for the inconvenience caused in relation to the balance at Canbet Casino and for the delay in the resolution to your query.

At Canbet we are committed to providing the best possible gaming experience. As such, I have credited your account as follows:

- $410 of real funds. $260 of which is withdrawable, and the balance of which is withdrawable once you have met the original RTG wagering requirements.

- As a token of good faith, the bonus of $410 which was orginally credited by our Customer Service department will remain in your account for you to play with. This is withdrawable once the new Canbet Casino wagering requirements have been met.

[vinylweatherman]

That one may be resolved, but I have found another. This relates to the Microgaming promotional codes. I first noticed this problem when I joined, the special Casinomeister code was ignored by the software. I have repeated my tests over the weekend, and found the problem again with their weekend reload promotion. The bonus would normally be credited on Monday, but I saw no sign of it.
I have contacted support, who are having to raise this with the promotions department, however, in the earlier incident, I was told no trace of the code could be found on the system.

Today, while contacting support, I said I would repeat the process again with the Monday Blues promotion, and asked them to trace what happens.

I found a further clue when clicking onto both "News" and "My promotions" in the casino lobby, and I was greeted with the codes for NOVEMBER 2007!!!!!! (I didn't even download the casino till Dec 2007)

There is VERY CLEARLY a software problem, and yes, Canbet are using "THAT" Lobby, the new one I dislike because of all the problems it has lead to, including constant malfunctions at Royal Vegas, and Jackpot City when they "upgraded" recently.

I believe there is an underlying problem with this new lobby, and Microgaming need to get troubleshooting, rather than rolling it out further and producing more cloned slots.