Bwin and Their Unhelpfulness/Lack of Logic

[jackieonweb]

They emailed me about a €150 bonus, so I thought I'd give it a go and followed their steps by depositing and transferring the €150 to their casino. No bonus.
Emailed them and they said they were having a problem with their links so they gave me a new link. Went through their steps again by transferring out then in.
No Bonus.
Called their support who told me to keep on trying the link and to transfer out/in until it appears.
No Bonus.
So emailed their support asking them to credit it manually themselves, here's their reply;

"We can confirm that your bonus was credit to your account on 29.09.09. However due to the fact that you requested this bonus, deposited the funds and then removed these funds from the casino on several occasions, your bonus was reversed.

Please note that within the Instant Play Casino Terms and Conditions which you stated had been read and accepted upon requesting this bonus, it states that the removal of any chips will lead to its reversal and so ineligibility to recieve this promotion."

I never had any bonus credited to my account, if I did, why would I continue to transfer out/in to obviously try to get it credited?
Why offer me the bonus if you clearly don't want me to have it?
Can't they see all I have been doing is trying to get the bonus credited?
Can't they apply common sense and logic?
Would this happen at Ladbrokes/Intercasino, where I normally play?
Will I play at Bwin again?

[vinylweatherman]

They emailed me about a €150 bonus, so I thought I'd give it a go and followed their steps by depositing and transferring the €150 to their casino. No bonus.
Emailed them and they said they were having a problem with their links so they gave me a new link. Went through their steps again by transferring out then in.
No Bonus.
Called their support who told me to keep on trying the link and to transfer out/in until it appears.
No Bonus.
So emailed their support asking them to credit it manually themselves, here's their reply;

"We can confirm that your bonus was credit to your account on 29.09.09. However due to the fact that you requested this bonus, deposited the funds and then removed these funds from the casino on several occasions, your bonus was reversed.

Please note that within the Instant Play Casino Terms and Conditions which you stated had been read and accepted upon requesting this bonus, it states that the removal of any chips will lead to its reversal and so ineligibility to recieve this promotion."

I never had any bonus credited to my account, if I did, why would I continue to transfer out/in to obviously try to get it credited?
Why offer me the bonus if you clearly don't want me to have it?
Can't they see all I have been doing is trying to get the bonus credited?
Can't they apply common sense and logic?
Would this happen at Ladbrokes/Intercasino, where I normally play?
Will I play at Bwin again?

Typical incompetence. One part of the organisation is telling you that you SHOULD keep moving the chips because there are EXCEPTIONAL CIRCUMSTANCES (a technical issue preventing the automatic crediting of the bonus).

A DIFFERENT department, or CS rep, answers your email asking them to credit it manually, and has not been told, (or couldn't be arsed to actually INVESTIGATE the matter in any depth), and trots out the standard reply, which is CORRECT under NORMAL circumstances, where a bonus HAS been automatically credited, and the player tries to exploit a bug (why the hell don't Playtech fix it - it's been around for a while) by removing their deposit, and presenting it again as a "fresh" deposit.
This bug works where a sportsbook purse is connected to a Playtech casino. The casino CANNOT tell whether funds transferred in are from a fresh deposit, or are simply a recycled transfer out.

CS acted incorrectly by advising the player to attempt to "kick start" their broken automated bonus system by advising what is, in effect, exploitation of this bug.
They SHOULD have done from the outset what was later requested in frustration - a manual credit.

This shows Bwin CS do not understand the product properly, or they have a dangerous level of knowledge, which is enough for them to know what might work, but without having regard to how anti-fraud systems at the casino might INTERPRET a players' intentions whilst following their advice.

[jackieonweb]

This is Chartwell software, not Playtech, so as far as I know there is no bug to exploit with transferring money between wallets.

I haven't placed one bet yet, any idea why they don't want me to have the bonus? It doesn't make sense.

I remember I deposited the wrong amount for a bonus once at Intercasino for a bonus and they actually told me I had done it wrong and corrected everything themselves and let me have it. What a contrast.

[vinylweatherman]

This is Chartwell software, not Playtech, so as far as I know there is no bug to exploit with transferring money between wallets.

I haven't placed one bet yet, any idea why they don't want me to have the bonus? It doesn't make sense.

I remember I deposited the wrong amount for a bonus once at Intercasino for a bonus and they actually told me I had done it wrong and corrected everything themselves and let me have it. What a contrast.

I think a similar bug exists with Chartwell. There are so few Chartwell casinos left now, since many have changed over to other softwares, including Playtech.

Another possibility is that the bonus was credited ELSEWHERE, but CS didn't tell you this, and you tried this transfer trick again because the bonus was not where you thought it was.

When I played a couple of Chartwell casinos long ago, the bonuses were nearly all "post wager", and were visible only in a drop-down menu at the top, which gave information about the bonus, but it was only credited to your balance after playthrough was met.

The problems arise from having to deposit into a purse, and then transferring to the casino. Transferring the funds out again makes it a withdrawal (from the casino), and if they are then transferred back again, it is NOT treated the same as a deposit, and such second transfers are not normally eligible for bonuses. This is the likely cause of the mix-up, which a COMPETENT CS department should be able to sort out by looking at the BIG PICTURE, rather than concentrating on the various parts.

[jackieonweb]

I think a similar bug exists with Chartwell. There are so few Chartwell casinos left now, since many have changed over to other softwares, including Playtech.

Another possibility is that the bonus was credited ELSEWHERE, but CS didn't tell you this, and you tried this transfer trick again because the bonus was not where you thought it was.

When I played a couple of Chartwell casinos long ago, the bonuses were nearly all "post wager", and were visible only in a drop-down menu at the top, which gave information about the bonus, but it was only credited to your balance after playthrough was met.

The problems arise from having to deposit into a purse, and then transferring to the casino. Transferring the funds out again makes it a withdrawal (from the casino), and if they are then transferred back again, it is NOT treated the same as a deposit, and such second transfers are not normally eligible for bonuses. This is the likely cause of the mix-up, which a COMPETENT CS department should be able to sort out by looking at the BIG PICTURE, rather than concentrating on the various parts.

Exactly right, they are not looking at the bigger picture.
They are now claiming that all the bonuses are automatic and they can't change anything, I doubt this very much. Is someone from Bwin on this forum?

[Digi]

Well I have the same problem with my bonus not beeing credited:


I also got an email for their autumn bonus.

I followed the steps: Use the claim now button, log in, transfer 150€ to instant casino but no bonus was credited. I told customer support that no bonus was credited and they replied:

we experienced a technical problem preventing the triggering of both of the offered bonuses.

Our technical support team for the instant play casino have advised you MUST use the below link to avail of the offer.



I used their link (copy/paste) in browser and did the same process again but still no bonus credited.

I tried using a differend browser, delete cookies, playing a few hands but still nothing. I told this to customer support but haven't heard from them since 48 hours...


PS: The link they gave me in the second email is the same link as if I would click on claim 100% bonus on their bwin.com page



Any bwin rep who could help me?


Best regards

[AussieDave]

Common sense is not one of Bwin's endearing qualities. Frankly I can't name any either.

My dealings with them had me thinking their CS was just lazy but it's more than that. Bwin CS gives incompetence a truly new meaning.

I'd either PAB or contact eCogra and get them to sort it out. Because all you'll get is further frustrations if you try to sort it out with a Bwin CSR.

BTW here is the link to the i-gaming rep for Bwin:
http://www.casinomeister.com/forums/members/bwin.html



Cheers

Dave

[Digi]

They replied me back with the same email saying the same thing even thought I said that this wasn't working...

[Digi]

Well this seems like a death end. CS don't answer anymore, REP also. No bonus credited.

I don't understand why it is so difficult to just, maybe, credit the bonus manualy. I have had problems with bonus not been credited at one other (and smaler company) casino and one sportsbook, they just credited my bonus manualy within minutes...


Best regards,

[vinylweatherman]

Well this seems like a death end. CS don't answer anymore, REP also. No bonus credited.

I don't understand why it is so difficult to just, maybe, credit the bonus manualy. I have had problems with bonus not been credited at one other (and smaler company) casino and one sportsbook, they just credited my bonus manualy within minutes...


Best regards,

Perhaps this explains why there are so few Chartwell casinos around now.

This should be a very simple CS issue to solve, even if it has to be "referred to the xxxxxx department" by front line CS.

Instead, it is devolving into a saga of incompetence, robotic CS replies (are there actually humans in charge?), and now a complete "death" in terms of the responsiveness of CS.

Maybe the time has come to quit this lame casino, and try out somewhere new.

This thread demonstrates why some players seemingly have so MANY accounts at various casinos. They CONSTANTLY face this kind of situation where a casino they once had good, or even acceptable, levels of service from seems to have lost the will to live, hence a move to pastures new.

It does seem that casinos favour NEW players over their loyal regulars, and I'll bet even this corpse like CS would brighten up were it a large DEPOSIT constantly failing to get through, and the depositor losing interest in continuing to try to make things work.

Reps sometimes fail to reply because they leave the company, or change jobs, but do NOT tell CM this, nor appoint a successor to take care of player issues.

Bryan MAY have contacts here other than the rep, so maybe he can give them a poke with a cattle prod to see if human life still exists.

Maybe Vortran can have a word with the robots that seem to keep repeating the same useless email reply, perhaps they are only programmed to send out a reply based on keywords in the question.

Today being a Monday (an "office day"), there should surely be some humans in charge now.