Club World Casinos Not Honoring Bonuses

[winbig]

I think this thread needs a good *bump*, seeing as how Tom replied to another CW thread not too long ago....

Tom??

[clubworld]

Hi All,

We have a huge range of players and we tailor our promotions by separating the players into groups and offer different bonuses to each group.

Some players display characteristics which mean we have to be very careful about the coupons we can offer and so some groups are not permitted to claim the standard offers which we display on the website. We use a range of factors to make this determination and a big win is never a reason for being in this group - the stereotypical reason is cashing out a profit despite losing money on the games.

We are able to provide the exact coupons for each group in the casino lobby, as once you have logged in we know who you are and database can look up the correct coupons.

The problem that winbig is highlighting is that when people are viewing the promotions on the website we have no way of knowing which group they are in. As such we display the coupons that are redeemable by new players and the vast majority of existing players. This means that there may be some coupons for you in the lobby that are better than the ones on the website.

I can certainly appreciate that is it frustrating to see the coupons on the website and then find out you are not eligible for them, but it is normal practice for casinos to restrict bonuses to certain players and unrealistic to remove all the coupons from the website to prevent them from being displayed to a few individuals. As the terms say, the bonuses are offered subject to status.

I hope that this helps,
Tom

[winbig]

Hi All,

We have a huge range of players and we tailor our promotions by separating the players into groups and offer different bonuses to each group.

Some players display characteristics which mean we have to be very careful about the coupons we can offer and so some groups are not permitted to claim the standard offers which we display on the website. We use a range of factors to make this determination and a big win is never a reason for being in this group - the stereotypical reason is cashing out a profit despite losing money on the games.

We are able to provide the exact coupons for each group in the casino lobby, as once you have logged in we know who you are and database can look up the correct coupons.

The problem that winbig is highlighting is that when people are viewing the promotions on the website we have no way of knowing which group they are in. As such we display the coupons that are redeemable by new players and the vast majority of existing players. This means that there may be some coupons for you in the lobby that are better than the ones on the website.

I can certainly appreciate that is it frustrating to see the coupons on the website and then find out you are not eligible for them, but it is normal practice for casinos to restrict bonuses to certain players and unrealistic to remove all the coupons from the website to prevent them from being displayed to a few individuals. As the terms say, the bonuses are offered subject to status.

I hope that this helps,
Tom

With all due respect, Tom, nobody is asking you to take drastic measures to change CW's website or how CW markets promotions.

It would take a whole 5 minutes, IF THAT, to simply add a disclaimer in plain sight on the promotions page (at the top) that says that not everyone would be eligible for any and all promotions listed on your website. My main beef is that there is no disclaimer in place, and as you said yourself, one does not know if they're eligible for the promotion until they try it and can't redeem it. To be honest, I could care less about whether a bonus is listed in the lobby or on the website...if it's listed in a place that I can see it, I should be able to use it...

As it was said before, if this were a retail store and they had no disclaimer at all, they would be bound to whatever the coupon was offering. But, since there's no regulation, we're just stuck.

Hell, the disclaimer could even be added the next time that the bonus page in question is updated....imagine that?

[bb28]

We use a range of factors to make this determination and a big win is never a reason for being in this group - the stereotypical reason is cashing out a profit despite losing money on the games.

Tom

I'm confused by that comment.......anyone care to enlighten me?

[chuchu59]

Yeah Bonita, I am confused too. Would have made some sense if the bonuses were cashable but I understand that CW only offers non-cashable bonuses. So how can you lose and profit. Ah, maybe some players lose money on the slots but are left with a huge uncashable bonus and then bet big on table games. They could then reap some rewards courtesy of the bonuses.

[vinylweatherman]

Hi All,

We have a huge range of players and we tailor our promotions by separating the players into groups and offer different bonuses to each group.

Some players display characteristics which mean we have to be very careful about the coupons we can offer and so some groups are not permitted to claim the standard offers which we display on the website. We use a range of factors to make this determination and a big win is never a reason for being in this group - the stereotypical reason is cashing out a profit despite losing money on the games.

We are able to provide the exact coupons for each group in the casino lobby, as once you have logged in we know who you are and database can look up the correct coupons.

The problem that winbig is highlighting is that when people are viewing the promotions on the website we have no way of knowing which group they are in. As such we display the coupons that are redeemable by new players and the vast majority of existing players. This means that there may be some coupons for you in the lobby that are better than the ones on the website.

I can certainly appreciate that is it frustrating to see the coupons on the website and then find out you are not eligible for them, but it is normal practice for casinos to restrict bonuses to certain players and unrealistic to remove all the coupons from the website to prevent them from being displayed to a few individuals. As the terms say, the bonuses are offered subject to status.

I hope that this helps,
Tom

The problem is that players are not told their status. I have been VIP, yet I CANNOT redeem ANY of the coupons on the website supposedly for "most players".

The ONLY thing that makes sense to me is that I have had some BIG runs on the Real Series slots, and have gone into a lifetime profit at the casino. The promotion mailers have always stopped after a big cash-out.

If there is ANOTHER reason for my "bonus ban", despite being VIP last year, I would like to hear it. The onus is on Club World to convince me it has NOTHING to do with me winning.

I have sometimes even deposited WITHOUT a bonus, so you cannot even argue that I am a player "that only plays when a bonus is offered".

I have not played for a while, but it was mainly a rather worrying software glitch, rather than anything else, and was specifically that I tried to play a game listed in the list, and I ALWAYS got a "server error". I have never been able to fix this from my end, and it was ANOTHER GROUP that revealed the problem. RTG withdrew that game (it was Sherlock Holmes) but YOU DIDN'T, so attempts to play it always resulted in a "server error".

There are other problems with the new lobby, games are incorrectly listed under the old names, even though RTG has rebranded them. YOUR lobby still lists games like "Rapunzel" that have been rebranded, in this case to "Roberta's castle".

The new lobby may feature a player specific promotion sesarch, but, PLAYERS WERE NEVER TOLD about this new feature, so are assuming that the website is the place to look, and expect ALL the codes to work, and think they are being "screwed" when they find they don't, and support tells them they are an underclass of player not entitled to the coupons.

[XOXOXOXOXOX]

Is it just me?? No emails from 'Lauren' for a week and i only see 35% codes in the lobby.... Oh well...

Do they have new rules or it means i made too much profit lol (that i did not)

We use a range of factors to make this determination and a big win is never a reason for being in this group - the stereotypical reason is cashing out a profit despite losing money on the games.

[lauram]

My emails stopped a few weeks back. I only use bonuses at club as i find it tough to hit anything there. So off and on i use the ones that are emailed to me. 2 weeks ago i sent a email off stating why did they stopped they sent one back saying they added me back on that i had opped out of their promotional emails. I knew i hadnt but to this day i still have not got a offer from them or my managers bonus either.

[winbig]

My emails stopped a few weeks back. I only use bonuses at club as i find it tough to hit anything there. So off and on i use the ones that are emailed to me. 2 weeks ago i sent a email off stating why did they stopped they sent one back saying they added me back on that i had opped out of their promotional emails. I knew i hadnt but to this day i still have not got a offer from them or my managers bonus either.

FWIW, I've stopped getting Lauren's e-mails...

For CW...

But now I'm getting them on a daily basis for Aladdin's Gold...

I haven't tried to claim any of the bonuses listed on their website, but I'm assuming those won't work for me, either..

And surprise, surprise....no disclaimer there, either.

[vinylweatherman]

3 people post consecutively that Lauren has chucked them off the list. This looks very much like a general review and "repositioning" of accounts into different "status" levels. Players who suddenly find themselves getting bigger bonuses are unlikely to complain, but those being chucked off the list despite being regular players are left wondering what "insult" they have delivered to Lauren to warrant this.

Perhaps Club World have decided that players who ONLY play with bonuses will be removed from the list (except for the 35% one), until they have shown a willingness to deposit without expectation of receiving a bonus every time. One problem - this is RTG, and with RTG players EXPECT a bonus to be available with every deposit - this is the RTG model, and there are many other RTG casinos only to happy to oblige with a bonus on every deposit, with an increasing number of new accreditations to shake up the sleepy promotional offerings from Club World and InetBet (Mainstreet being very much forgotten with their ever lengthening withdrawal delays).