THIS BONUS ISSUE TAKES THE CAKE

**footdr** · 3rd July 2008, 02:08 AM

Casino(will identify if issue not resolved, but accredited here and microgaming)
I recieved an email from "vipsupport" stating that I had won $100 in one of there promotions and it was deposited into my account. Recieved this morning.

Went to login in and new games update took 20 minutes to download before casino initialized. NO bonus there. So called support, they had no information said"send a copy of email", sent it immediately. Phoned later and they said"we have forwarded to management may take 48hours for them to respond as to whether or not I am "eligible for the bonus".

Eligible? this is one of the ongoing promos that you can win credits, they said I won and money deposited in my account, now they have to check?

What the heck! This one takes the cake. A few days ago they screwed me around on a bonus that was less than $10.00, now this.

GET REAL

**kakata** · 3rd July 2008, 02:21 AM

Originally Posted by footdr

Casino(will identify if issue not resolved, but accredited here and microgaming)
I recieved an email from "vipsupport" stating that I had won $100 in one of there promotions and it was deposited into my account. Recieved this morning.

Went to login in and new games update took 20 minutes to download before casino initialized. NO bonus there. So called support, they had no information said"send a copy of email", sent it immediately. Phoned later and they said"we have forwarded to management may take 48hours for them to respond as to whether or not I am "eligible for the bonus".

Eligible? this is one of the ongoing promos that you can win credits, they said I won and money deposited in my account, now they have to check?

What the heck! This one takes the cake. A few days ago they screwed me around on a bonus that was less than $10.00, now this.

GET REAL

Just shit....also if you get the bonus now....I was you I wouldnt play there...just my Op

**footdr** · 3rd July 2008, 02:41 AM

Just shit....also if you get the bonus now....I was you I wouldnt play there...just my Op

What really is shit is the fact that their CS doesn't have the authority to honor this without going to Management.

Apparently they think I "fabricated" an email, an email that contained "hyperlinks" time shown in GMT(which I still have trouble figuring out). Truth is I would have no idea in hell how to fabricate something like this, I am still on Dial UP , that should be an indication!haha

It is an insult. Believe me, if it is not honored, "everyone" is going to know about it.

**lauram** · 3rd July 2008, 02:54 AM

I wont name the casino this happened to me also. I had made a few deposits with this casino and then came the next month made a few more never won to collect anything so around comes their bonus days. I get here is 25 dollars log in and play it no deposit required just 15x playthrough and so on. Well i get in and then cs says are you sure it was us and did you need a free chip that badly.
I said first off i didnt ask for this i will forward you back the email. So thats what i did next i know their support team emails me saying this promotion was long ago i said i just got it today respond is we see that but its not valid. Fine whatever few weeks go by and again i get this other email here is 15 for your loyalty log in again and same crap. I said you know close my account response again was why do you ask for free chips. That was it deleted casino never went back i have never asked for any free chips from any casino so to me that was like a slap in the face. Move on if they treat you like this over a free offer i cant imagine if you cash out what they would say oh really did you really want that money.

**Casinomeister** · 3rd July 2008, 08:45 AM

Is this an email directly from the casino, or was it a spam mail? That might be the problem. An affiliate with his head up his ass can send you any offer he pleases while you are under the impression that it comes directly from the casino itself.

Could you please post the full headers of the email. Thanks!

**footdr** · 3rd July 2008, 10:43 AM

Originally Posted by Casinomeister

Is this an email directly from the casino, or was it a spam mail? That might be the problem. An affiliate with his head up his ass can send you any offer he pleases while you are under the impression that it comes directly from the casino itself.

Could you please post the full headers of the email. Thanks!

My faith restored, bonus deposited to my account. I didn't want to identify the Casino Group until they had a chance to "make good", that is why header not posted. These problems give players a headache! Not to mention the time and effort it takes to resolve the issue.

They said it was a computer "glich".

All in all, they ended up doing the right thing. So I am pleased.

**vinylweatherman** · 4th July 2008, 04:21 PM

Originally Posted by footdr

My faith restored, bonus deposited to my account. I didn't want to identify the Casino Group until they had a chance to "make good", that is why header not posted. These problems give players a headache! Not to mention the time and effort it takes to resolve the issue.

They said it was a computer "glich".

All in all, they ended up doing the right thing. So I am pleased.

All well and good, but why make such a song and dance over it in the first place. If the player gets an Email, and there is a glitch, just credit the goddamm bonus manually, don't fire off speculative accusations that the player is "wrong", refer to a department that never replies unless to Email them a hundred times as "follow up".

COMPETENT CS would have ensured this got resolved fast, and long before the player felt moved to start posting publically about their poor experience.
Poor levels of CS seem to be an escalating problem with these online casinos, surely something can be done about it. It seems than CS staff will often adopt a hostile attitude to a claim by a player, rather than making sure a proper investigation is carried out. This results in the player receiving a dismissive "tough sh1t" response from CS, with the only option then to turn up the heat, be this by posting publically, or getting more "robust" in their Emails back to CS.

**anniemac** · 4th July 2008, 04:49 PM

I have actually received free chip offers in the mail from the casinos and when I tried to redeem been told "are you sure this is from us?" Well, duh, I can read and it came on your stationary, with your promotions host's signature.

I usually just toss in trash. Too much a pain in the A## to try and collect.

**vinylweatherman** · 4th July 2008, 05:03 PM

Originally Posted by anniemac

I have actually received free chip offers in the mail from the casinos and when I tried to redeem been told "are you sure this is from us?" Well, duh, I can read and it came on your stationary, with your promotions host's signature.

I usually just toss in trash. Too much a pain in the A## to try and collect.

It would be worth trying to establish whether this is spam, or indeed some kind of bait & switch by the casino sending the offers and then denying it was anything to do with them.

Naming the casino group would help other players to spend their time more fruitfully by not bothering to attempt to claim these offers in the first place, and instead playing at a casino that offers a better service.
Another explanation is that a rogue employee has had access to the player records, and also the proper stationery, but is sending these out without proper authorisaton, and/or properly recording the players who have been made the offers. This would be a clear breach of the security with which we expect our personal data to be handled by the casinos. If this comes from a "spammer", then they have to have access in some way to the player database in order to fool players so well into believing the offers come from the casino, including infringement of the copyrighted material of the casino in presenting the mailers on "official" stationery.

**USA2112** · 4th July 2008, 05:34 PM

I've had similar experiences several times with emails directly from casinos stating I have a special bonus or free money waiting in my account, login and nothing there. I usually just leave it be, I did'nt ask in the first place.

Casinos do need to get it right when they're going to send out these type emails to their players, it just don't look good and seems their trying to get an extra deposit using false pretenses.

In your case it sounds like you won the bonus, so good to hear you got it.