Resolved Prime Casino - Bonus issue

[gordonc]

hi
i deposited $100 and got $100 bonus. i started playing casino war which counts 50% towards wagering requirement. when i wagered over 2000, my bonus wasnt releasing in denominations of $10. i called support and spoke with wayne. i guess he doesnt know anything about bonus system. when i told him situation, he gave me different reasons. at first he told me that i am still playing with my cash, so in order to withdraw bonus, when my cash balance reduces to zero and i start playing with bonus amount and have wagered 30 times, then i will fullfill the wagering requirement for bonus.and then later on he said that when server will update then my wagering will be updated and then bonus account will be transferred in increments of $10. later on he gave me a third statement that when ihave fullfilled all the wagering requirement for bonus , then after server update all the bonus will be transferred to cash account. i guess he doesnt know anything about bonus system and all times he was misguiding me , as he doesnt want to take headache and found out the real situation and the fact is that there is a technical prb.
so my request is that please fix this prb in software , so that my wagering can reflect and bonus amount should be transferred to cash balance and most importantly, train your staff like wayne, who doesnt know ABC of system ,and i have to spent around an hr with him , explaing about the bonus system and he wasnt agreeing with me and almost ruined my whole day.

[gordonc]

latest update is that i have wagered over 6000 on casino war and still my bonus amount is $100 and i couldnt withdraw from my account cos the system shows that i havent fullfilled towards wagering requirement for signup bonus. i just spoke with paul and he agreed that there is a tech prb and he will forward my concern to tech dept and it will take around 78 hrs
is online gambling is a billion dollar industry and cant they atleast train ppl before they start handling support for customers and 72 hrs to handle my prb.. well prime has just ruined my day off. it would not have ruined if i would have lost.. its just bad support, lack of knowledge and still i have to wait 72 hrs????

[PrimeCasino]

Hi Gordon,

You have come to the right place. I wish you had sooner and that is why I am here. Please rest assured that this issue will be solved in, or at least had updated communication on, within 24hrs.

I will post resolution on this shortly.

[gordonc]

thanx jordan.. for prompt replies and sorting the tech prb . you have made my day by fixing the prb and understanding the real issue.

[Roar]

Originally Posted by gordonc

hi
i deposited $100 and got $100 bonus. i started playing casino war which counts 50% towards wagering requirement. when i wagered over 2000, my bonus wasnt releasing in denominations of $10. i called support and spoke with wayne. i guess he doesnt know anything about bonus system. when i told him situation, he gave me different reasons. at first he told me that i am still playing with my cash, so in order to withdraw bonus, when my cash balance reduces to zero and i start playing with bonus amount and have wagered 30 times, then i will fullfill the wagering requirement for bonus.and then later on he said that when server will update then my wagering will be updated and then bonus account will be transferred in increments of $10. later on he gave me a third statement that when ihave fullfilled all the wagering requirement for bonus , then after server update all the bonus will be transferred to cash account. i guess he doesnt know anything about bonus system and all times he was misguiding me , as he doesnt want to take headache and found out the real situation and the fact is that there is a technical prb.
so my request is that please fix this prb in software , so that my wagering can reflect and bonus amount should be transferred to cash balance and most importantly, train your staff like wayne, who doesnt know ABC of system ,and i have to spent around an hr with him , explaing about the bonus system and he wasnt agreeing with me and almost ruined my whole day.

Another MG or Casino system breakdown.

http://www.casinomeister.com/forums/...ay-deceit.html

All too familiar don't you think? I wonder what is really going on. How can two ostensibly separate and independent Casinos both complain to suffer from the exact same "system failure?"

I'm smelling a huge bonus system tampering rat.

>

[PrimeCasino]

Originally Posted by Roar

Another MG or Casino system breakdown.

http://www.casinomeister.com/forums/...ay-deceit.html

All too familiar don't you think? I wonder what is really going on. How can two ostensibly separate and independent Casinos both complain to suffer from the exact same "system failure?"

I'm smelling a huge bonus system tampering rat.

>

That was quite a Roar

Just so that everyone knows, tech glitches do occur from time to time - no matter where you play.. To say that there is tampering going on is quite simply a conspiracy theory that I would have appreciated not being posted on this thread without further investigation, or at least having spoken to me, or any other of our account representatives first. I am present here to be in contact with you, our valued player.

I think the major point that is bothering me, and the reason for the negative slant on the thread posts, is that support did not handle this in a way that was professional and comforting to the player. A simple response of "I will have a thorough look at your account and get back to you with resolution within 24hrs" would have set "gordonc's" mind at ease, simply knowing that there was someone dealing with the issue, instead of the fob off 78hrs.

Then I come in, where the player has not been satisfied of the fact that his account is being dealt with in a competent fashion, and you are looking for further clarification. I would like to ask one favour though - I understand in the heat of the moment you would like immediate resolution and are angry that you have not received what you expected, but please shoot me a PM with your account number and highlighting your issue. It will take a lot less time and cause a lot less chaos, as well as, you would have lost nothing knowing you have a back-up at all times.

Let me state that this issue has been taken to the highest level and has been dealt with at each level moving down to the initial support contact.

Thank you for participating in the thread.. I am always around for "question, complaint and also the occasional kudos"..

Happy Gaming

[Roar]

Originally Posted by PrimeCasino

That was quite a Roar

Just so that everyone knows, tech glitches do occur from time to time - no matter where you play.. To say that there is tampering going on is quite simply a conspiracy theory that I would have appreciated not being posted on this thread without further investigation, or at least having spoken to me, or any other of our account representatives first. I am present here to be in contact with you, our valued player.

Betway customer service reps claimed, on complaint from a disaffected player, the bonus wrs could not be met from the cash balance. This was indeed extraordinary all by itself.

That Prime customer service reps have repeated the same hopelessly inaccurate bonus system wr details as the Betway reps can not possibly be a coincidence. It beggars an explanation.

The identical "tech glitches" are disturbing on their own and raise serious questions as to how these 'tech glitches" can affect some but not other players.

But the combination of the "tech glitches" and the respective Betway and Prime customer service reps parrotting the exact same erroneous bonus system mechanics stretches even the most accomodating imagination.

It was unbelievable what Betway did. This repeat performance is deserving of very serious consideration and appropriate investigation.

The "tech glitches" explanation being trotted out simply won't wash.

>

[PrimeCasino]

The slant of recent posts has gone quite far enough, thanks Roar. I am not sure if you are asking me to post the exact specifics of the glitch. I am sure that you understand that this would be dericulous, as well as the assumption of a collaborative venture against only 1 of the many valued players that visit our casino every day.

Again, the actual issue here goes back to support having a bad day. I say 'bad day', as 100% player satisfaction is a normal day. The fact the this issue reflects otherwise is unacceptable and frowned upon at the highest level, not more so however, than by our players. For this I apologize. Again, that is why I am representing the casino here in this player focussed forum. I am here to effectively resolve the rare occasioned glitch (yes, also involving support), to enjoy with you your more frequently experienced wins, and generally act as your direct communication line to the casino.

I will remain in direct communication with you and post the resolution of this issue soon.

Best regards to all! I hope you are enjoying the promotion that this thread was intended to convey..

Happy Gaming

[vinylweatherman]

Originally Posted by Roar

Betway customer service reps claimed, on complaint from a disaffected player, the bonus wrs could not be met from the cash balance. This was indeed extraordinary all by itself.

That Prime customer service reps have repeated the same hopelessly inaccurate bonus system wr details as the Betway reps can not possibly be a coincidence. It beggars an explanation.

The identical "tech glitches" are disturbing on their own and raise serious questions as to how these 'tech glitches" can affect some but not other players.

But the combination of the "tech glitches" and the respective Betway and Prime customer service reps parrotting the exact same erroneous bonus system mechanics stretches even the most accomodating imagination.

It was unbelievable what Betway did. This repeat performance is deserving of very serious consideration and appropriate investigation.

The "tech glitches" explanation being trotted out simply won't wash.

>

Woefully inadequately trained CS is at the root of this, and is a persistent problem that simply will not go away. This time, cutting costs has blown up in the face of a couple of MG casinos as it has cast serious doubt on the statement that individual operators CANNOT tamper with the basic aspects of the software.

There is a BIG problem with the Betway explanation, they blamed THEIR updates for the failures in the bonus system, but we all know (don't we) that the CASINO runs on an MG server, and individual operators are not permitted to tamper with the settings. EZBonus should be working from the casino server and gaming records there, and the results displayed in the "bonus bubble" itself should reflect the actual up to date state of play.

Sadly, MG software is absolutely awash with bugs that have accumulated faster than MG can be bothered to fix them. One of these bugs can explain how it can seem that no bonus is earned. The local display of the bonus bubble can freeze, and fail to synchronise with the server, even though the actual balance is correctly shown. There are a number of loosely related bugs, one being where you are booted from a game with a casino error, yet you are in the lobby and find yourself still logged on to the casino - somehow the software thought the connection had been lost, but in fact it had not.

The ONLY way an operator can "tamper" with the MG bonus system is by changing the game weightings. It is possible for ALL weightings to be set to zero, which would result in no bonus ever being cleared, however much wagering is done. Many casinos have done this for some games, and Prime at launch did this to pretty much every game, only allowing for slots play to release the bonus at 80xB, and Blackjack at 800xB

Operators can also set different game weightings and playthrough for different accounts, normally this has been used to provide for lower WR on accounts of regular players while still protecting the SUB with higher WR.

I am quite astonished to hear that Betway are offering 100% to 1000 as an SUB, this seems pretty irresponsible, and is asking for problems of having a run on the casino if too many players win from it.

MG themselves have a habit of burying technical problems, probably due to the embarrassment factor, but this only makes things look bad when so many excuses of "technical problems" come out, with no real explanation of what happened, why, and why so often, and even with the same bug cropping up again and again despite supposedly being fixed.

Here are two major bugs that just crop up again and again like a bad penny, and MG must know about them by now, as they have been reported time and time again.

1) MPV tournaments. Game play abruptly slowed when a service update was applied. This lead to numerous complaints, many threads, yet we are STILL awaiting a fix for this to restore the swifter service we once had when playing these tournaments. MG have been busy releasing many new games in the mean time.

2) MG bonus system. Another upgrade introduced the "carry over bug". This is where a player busts out to zero on a bonus, and logs out. They return later and deposit cash onto this ZERO balance, only to find that some arbitrary sum has been recredited as BONUS, and thus has effectively held to ransom a portion of the newly deposited cash to an earlier WR.
This problem has caused a big stink in the forum, and so far many players have had to get CS to manually correct the problem.

So, the $64,000 question, WHY, in the last several months have MG done F*** ALL about fixing this bug.

Exactly how MILITANT will players have to get to persuade MG to pull their collective heads from their collective a***s, and start on a program of rolling out fixes for these bugs rather than just piling on more "weight" with new games every month.
Surely operators of MG casinos can now see how this lack of progress with bug fixes is causing THEM to be considered less than honest with their dealings with their players.

Had MG had a proper look at the bonus system last year when these bugs were being first reported, and fixed them, this thread's issue, and the problems at Betway, might never have happened.

It is up to the operators to lean heavily on MG to correct these problems, players do not have a say when it comes to reporting bugs directly to MG.

[Roar]

Originally Posted by PrimeCasino

The slant of recent posts has gone quite far enough, thanks Roar. I am not sure if you are asking me to post the exact specifics of the glitch. I am sure that you understand that this would be dericulous, as well as the assumption of a collaborative venture against only 1 of the many valued players that visit our casino every day.

Again, the actual issue here goes back to support having a bad day.

Firstly,thanks to VWM for all the back ground material re the persistent MG woes and "tech glitches".

Secondly, to the PRime forum rep I have no issue with your personal performance on this thread except that you are missing the point deliberately or otherwise.

Let's zero in on just what's up with all this hocus pocus.

Betway suffered a "tech glitch". The CSRs, instead of acknowledging such 'tech glitch', erroneously claimed the bonus system wrs was operating as intended.

Prime suffered a "tech glitch". The CSRs, instead of acknowledging such 'tech glitch', erroneously claimed the bonus system wrs was operating as intended.

The respective CSRs erroneous claims are identical. The respective CSRs are reading from the same hymn book. That's the issue here. CSRs are not trained to make things up. They are trained to deliver the Casino response blurb.

The respective Casino response blurbs are astonishingly inaccurate and astonishingly identical. This can not be brushed off as a CSR having a "bad day".

The CSRs did what they were trained to do - deliver a prepared casino inspired script. And the respective CSRs fulfilled their duties to the letter.

This is a Casino scam being played out before our very eyes. I wonder just how many players have been dudded over this 'tech glitch' concoction.

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