Casino Rewards loyalty points issues

[vinylweatherman]

i had $270 in bonuses locked for 6 months and no matter how much i deposited or how many times could not unlock my bonuses.......i closed all my rewards casinos.......hell with em! i need all the bonuses i can get to have any chance at winning these days.

This directly contradicts what the rep told another player, and the "official line" you get from support.

6 MONTHS of depositing & playing without bonuses is STILL not seen as "being prepared to risk your own funds".

It looks like there is a great deal of LYING going on about the REAL methodology behind all of this. It is also ROGUE behaviour to MISLEAD players by telling them that if they show "loyalty" and "willingness to risk" by continuing to deposit & play, their rewards account will unblock automatically.

It rather looks like there is no such thing as an automatic unblock, but rather a MANUAL unblock after a further review of activity without bonuses, done by staff at a higher level than support, marketing or management perhaps.

The best option is probably to complain to Kahnawake about the MISLEADING nature of their claims. If you are told that your account will unblock after playing without bonuses, and it doesn't after 6 months of doing this, give Kahnawake evidence that 1) They told you this at the start, and 2) You were conned into playing when they really had NO intention of unblocking your loyalty account if you carried on depositing and playing.

If even the REP is making it look like a big win on the lottery game will instantly get locked in before it can be redeemed, then the ENTIRE THING is one massive con.

So far, I don't believe ANYONE has scooped one of the top prizes. The prize is ONLY paid on a winning ticket, and is NOT paid to the next nearest if there is no exact win. This means that although all that money is AVAILABLE each month, it is not actually WON anywhere near as often.

As for buying the tickets, this can ONLY be done with reward points, rather than deposited money, thus the situation never arises where:-

Actually I am bonus-banned since I am ahead.
Let's suppose I am depositing a few euros and with this money I am purchasing some reward riches tickets.
Let's also suppose I am having a big win with these tickets in the lottery.

What would happen then ?

[sambaEah]

I've also had my CR points claiming "locked" for some time now, probably over 12 months and also asked them on multiple occasions to remove me from the almost daily spamming emails asking me to deposit for bonuses I cannot claim (surely this is rogue behaviour on it's own?).

I have eventually stopped them from sending me these emails but I think it's shocking to clam that people are bonus abusers when they are actually just "winners".

[WyldGirl]

Well I am finally filing that PAB -! Can't say any more or it derails the filing!

[sambaEah]

Right on cue, day after my post above and a week after being told I was removed from the mailing list, another email enticing me to deposit for a bonus I cannot claim!!

[Bencuri]

This is unethical behaviour. Is anyone going to notify Max on this issue? Anyone thought of a PAB?

On this thread alone, there are about 4-5 players that have confirmed locked loyalty points. I do not want to think how many others have been subject to such unscrupulous treatment.

Nate

I think a PAB will have no use.

I used my PAB on the very same matter:

110 Euro unlocked. 100 of which was generated because of a deposit, for that I was granted to receive 100 Euro bonus by the live chat minutes before the deposit (I asked the operator to check if I will get the bonus on my deposit). After the deposit I received nothing actually, and the points are locked. I have evidence about this misleading in form of chat transcript. By the way, my points are locked, in spite of that my overall deposit amount is higher than the overall received bonus amount.

In spite of this fact Max could do nothing, CasioRewards replied to him I am a bonus abuser, and he simply accepted it. I wonder how, based on these facts. Because of this I think PABs on this matter are useless...

Ecogra never replied to me when I wrote them about this issue, nor Khanawake.

I also asked Renée, the CasinoRewards rep here. I presented her my facts, she replied: 'The casino is not a charity fund.'

[Nate]

I think a PAB will have no use.

I used my PAB on the very same matter:

110 Euro unlocked. 100 of which was generated because of a deposit, for that I was granted to receive 100 Euro bonus by the live chat minutes before the deposit (I asked the operator to check if I will get the bonus on my deposit). After the deposit I received nothing actually, and the points are locked. I have evidence about this misleading in form of chat transcript. By the way, my points are locked, in spite of that my overall deposit amount is higher than the overall received bonus amount.

In spite of this fact Max could do nothing, CasioRewards replied to him I am a bonus abuser, and he simply accepted it. I wonder how, based on these facts. Because of this I think PABs on this matter are useless...

Ecogra never replied to me when I wrote them about this issue, nor Khanawake.

I also asked Renée, the CasinoRewards rep here. I presented her my facts, she replied: 'The casino is not a charity fund.'

If that is the case, post the Chat transcript where you were told you would receive a bonus for a deposit (And did not?). We can ask the rep to clarify it on the forum if you wish?

Nate

[Bencuri]

If that is the case, post the Chat transcript where you were told you would receive a bonus for a deposit (And did not?). We can ask the rep to clarify it on the forum if you wish?

Nate

Ok, here is the same exact e-mail that I sent to Max, containing the original transcript from my 2009 chat with the operator. I indicated in red where the operator says I can receive the bonus:

'(Casinomeister ID: Bencuri)

This is the trascript, forwarded again. I send it from here and not from ****@****.**, because this is my registered e-mail at Casino Rewards, and they sent me the transcript here. You can reply to ******@*****.** or *****@******.**, it is up to you.Hello ****,

As a representative of the Customer Loyalty Team I have happily looked into your inquiry.

Here is the requested transcript:


info: Please wait for an operator to respond.

[12:03:00]
info: You are now chatting with ***.

[12:03:01]
***: Hi Bencuri! Welcome to the Rewards Loyalty Team, how are you doing?

[12:03:07]
Bencuri: Hello!

[12:03:21]
****: How can I help you today Bencuri?

[12:03:30]
Bencuri: I would like to log in to my Lucky emperor casino account number, but the system doesn't let me in. Can you check why?

[12:03:45]
Bencuri: Maybe I have forgotten the correct password.

[12:04:31]
***: sure

[12:04:38]
***: could ihave you account number

[12:05:09]
Bencuri: tler********

[12:05:19]
***: thanks

[12:06:11]
***: For security purposes, can you confirm your date of birth, ZIP code, email address and phone number please Bencuri?

[12:06:39]
Bencuri: --------

[12:07:38]
Bencuri: --------

[12:07:50]
***: thanks

[12:08:12]
***: your password has been reset to ---------

[12:08:35]
***: log on in 5 minutes and it should work

[12:09:02]
Bencuri: okay, thank you

[12:09:08]
***: You're very welcome.

[12:09:27]
Bencuri: can you check if I am eligible for the 100% welcome bonus at LuckyEmperor, I mean for the buy 100 get 100?

[12:11:18]
***: yes you should recieve that bonus
[12:11:31]
Bencuri: thank you, is crediting instant?

[12:11:43]
***: it will take about 2 hours to clear

[12:12:38]
Bencuri: okay, thank you for your help

[12:12:40]
Bencuri: bye!

[12:13:10]
***: Please feel free to come back on chat if there is anything at all we can further assist you with. We are always here for you 24/7, 365 days a year.

[12:13:10]
***: Thank you for chatting with us.

[12:13:10]
***: Bye-Bye Bencuri

[12:13:15]
info: Chat session has been ended by the site operator.

We are endlessly striving to better our service. If there is anything more we can do for you, or if we could improve your experience, please do not hesitate to let us know. We are always here for you - 24 hours a day, 7 days a week, 365 days a year.

Thank you and kind regards,

***,

Customer Loyalty Team'


I also wrote about the problem to casinoRewards, their usual reply:

'Hello Bencuri,

As a representative of the Customer Loyalty Team I have happily looked into your inquiry.

Please be advised that under the casino promotional Terms & Conditions you are currently not eligible to redeem any further VIP points.

Whilst you may see VIP points available for redemption in your Casino Rewards account, these points will not be released until you demonstrate a serious intention to play, deposit & wager at the casino in accordance with the Casino´s promotional Terms & Conditions:

"In the event that the casino deems a player to have misused a casino account for the exploitation of promotional offers, without ever demonstrating any degree of risk with personal funds or serious intention to play, the redemption of all such promotional offers, including but not limited to sign-up bonuses, will be suspended until such times as the player demonstrates a playing history whereby a risk of personal funds is periodically demonstrated at the casino."

In the event that your account reflects a true desire to play, wager and risk personal funds, not solely in accordance with promotional offers, but over a period of time, the casino may, at its discretion, review your account and reverse this decision.

Please note, neither the Casino nor the Casino Support team is able to provide you with specific guidance with regard to the steps necessary to lift the suspension of points redemption.

We are endlessly striving to better our service. If there is anything more we can do for you, or if we could improve your experience, please do not hesitate to let us know. We are always here for you - 24 hours a day, 7 days a week, 365 days a year.

Thank you and kind regards,

***,

Customer Loyalty Team'


I asked them in a reply about how much exactly I need to wager and deposit, to that letter no reply ever came from them.

Anyway, you don't need to present this to Renée. I can already tell you right now what she will say in her clarification. 2 things:

- the operator might not have known that I won't receive the bonus (which is odd, because I clearly asked him to check my account)
- the casino is not a charity fund (not a charity fund, so much not that they don't even give you the first deposit bonus they advertise and confirm by live chat)

This is the usual answer I got since this problem occured, so I guess they will reply this this time too.

[vinylweatherman]

Ok, here is the same exact e-mail that I sent to Max, containing the original transcript from my 2009 chat with the operator. I indicated in red where the operator says I can receive the bonus:

(Casinomeister ID: Bencuri)

This is the trascript, forwarded again. I send it from here and not from ****@****.**, because this is my registered e-mail at Casino Rewards, and they sent me the transcript here. You can reply to ******@*****.** or *****@******.**, it is up to you.Hello ****,

As a representative of the Customer Loyalty Team I have happily looked into your inquiry.

Here is the requested transcript:


info: Please wait for an operator to respond.

[12:03:00]
info: You are now chatting with ***.

[12:03:01]
***: Hi Bencuri! Welcome to the Rewards Loyalty Team, how are you doing?

[12:03:07]
Bencuri: Hello!

[12:03:21]
****: How can I help you today Bencuri?

[12:03:30]
Bencuri: I would like to log in to my Lucky emperor casino account number, but the system doesn't let me in. Can you check why?

[12:03:45]
Bencuri: Maybe I have forgotten the correct password.

[12:04:31]
***: sure

[12:04:38]
***: could ihave you account number

[12:05:09]
Bencuri: tler********

[12:05:19]
***: thanks

[12:06:11]
***: For security purposes, can you confirm your date of birth, ZIP code, email address and phone number please Bencuri?

[12:06:39]
Bencuri: --------

[12:07:38]
Bencuri: --------

[12:07:50]
***: thanks

[12:08:12]
***: your password has been reset to ---------

[12:08:35]
***: log on in 5 minutes and it should work

[12:09:02]
Bencuri: okay, thank you

[12:09:08]
***: You're very welcome.

[12:09:27]
Bencuri: can you check if I am eligible for the 100% welcome bonus at LuckyEmperor, I mean for the buy 100 get 100?

[12:11:18]
***: yes you should recieve that bonus
[12:11:31]
Bencuri: thank you, is crediting instant?

[12:11:43]
***: it will take about 2 hours to clear

[12:12:38]
Bencuri: okay, thank you for your help

[12:12:40]
Bencuri: bye!

[12:13:10]
***: Please feel free to come back on chat if there is anything at all we can further assist you with. We are always here for you 24/7, 365 days a year.

[12:13:10]
***: Thank you for chatting with us.

[12:13:10]
***: Bye-Bye Bencuri

[12:13:15]
info: Chat session has been ended by the site operator.

We are endlessly striving to better our service. If there is anything more we can do for you, or if we could improve your experience, please do not hesitate to let us know. We are always here for you - 24 hours a day, 7 days a week, 365 days a year.

Thank you and kind regards,

***,

Customer Loyalty Team


I also wrote about the problem to casinoRewards, their usual reply:

Hello Bencuri,



As a representative of the Customer Loyalty Team I have happily looked into your inquiry.



Please be advised that under the casino promotional Terms & Conditions you are currently not eligible to redeem any further VIP points.



Whilst you may see VIP points available for redemption in your Casino Rewards account, these points will not be released until you demonstrate a serious intention to play, deposit & wager at the casino in accordance with the Casino´s promotional Terms & Conditions:



"In the event that the casino deems a player to have misused a casino account for the exploitation of promotional offers, without ever demonstrating any degree of risk with personal funds or serious intention to play, the redemption of all such promotional offers, including but not limited to sign-up bonuses, will be suspended until such times as the player demonstrates a playing history whereby a risk of personal funds is periodically demonstrated at the casino."



In the event that your account reflects a true desire to play, wager and risk personal funds, not solely in accordance with promotional offers, but over a period of time, the casino may, at its discretion, review your account and reverse this decision.



Please note, neither the Casino nor the Casino Support team is able to provide you with specific guidance with regard to the steps necessary to lift the suspension of points redemption.



We are endlessly striving to better our service. If there is anything more we can do for you, or if we could improve your experience, please do not hesitate to let us know. We are always here for you - 24 hours a day, 7 days a week, 365 days a year.



Thank you and kind regards,



***

Customer Loyalty Team

I asked them in a reply about how much exactly I need to wager and deposit, to that letter no reply ever came from them.

Eh

Didn't the rep (Renee) say that this was IMPOSSIBLE, and that there was NO ability to manually unlock rewards accounts, because it was all done according to an algorithm.

I challened this, and it now seems I am VINDICATED. They CAN manually unlock rewards accounts if they want to.

We also have a CS agent LYING to a player. He should have been told that he could NOT receive the bonus at Lucky Emperor under the promotional terms and conditions. Surely CS would have seen his "status" when they checked his account for eligibilty. They certainly HAD to log in to the "back end" in order to carry out the password reset, so had all the information they needed to answer the further question. With a locked rewards account, the answer should have been "no" to ANY query about promotional offers. To say "yes", and then say "no" only AFTER the deposit has been made, is a rogue predatory practice.

I am not even sure the accusation of "bonus abuse" holds water, given that:-

By the way, my points are locked, in spite of that my overall deposit amount is higher than the overall received bonus amount.

According to CM - bonus abuse? no such animal. If the terms were not breached, PAY THE PLAYER.

Locking a rewards account is a sneaky and RETROSPECTIVE way to enforce "bonus abuse" in any case. The enforcement should be honest and up front, with the player in no doubt about his status BEFORE making a deposit.

The reward account lock is done in such a way that the ONLY way a player can find out about it is when trying to redeem points.

Kahnawake 2009 is NOT the same as Kahnawake 2011. They didn't like what was said at the Players' Panel in January 2010, and since then have made great improvements. This INCLUDED making Casino Rewards pay half to a player because the terms they DID breach were "confusing", and not "readily accessible" in their entirety (one had to jump between several unlinked pages).

[Bencuri]

Kahnawake 2009 is NOT the same as Kahnawake 2011. They didn't like what was said at the Players' Panel in January 2010, and since then have made great improvements. This INCLUDED making Casino Rewards pay half to a player because the terms they DID breach were "confusing", and not "readily accessible" in their entirety (one had to jump between several unlinked pages).

Sorry, but no useful in my case. I wrote about this matter to them in mid 2010, no reply came.

And let me add one more thing to all my problems:

After the ban was put on me, I deposited at least 100-150 Euro or so, and wagered over 3000 or so. And the ban is still on!

Moreover, just as a twist, Max accepted the casino's side with their hazy comments as a conclusion and closed my PAB leaving me in trouble, in spite of the facts I have just presented you here, that made me quite disappointed.

[LinkinFart]

It really puzzles me why they`re not in rogue pit and they should have been there for long time now.

I got flagged as bonus abuser just for taking one of their freeplay bonuses where I maxed freeplay wins to $200 and had to make a $20 deposit to claim them. This did put me in 1000% bonus deposit ratio but I didnt cashout from it or from any of their casinos in th past which contradicts what they are telling those that have their bonus ratio below 100%. Luckily I tried to redeem points before making another deposit. I received same "not risking my own funs" bs.

I had long chat with one of their managers where I tried to reason with him but without success. Also tried to squeeze info from him about deposit/bonus ratio needed that will allow me to redeem points but after 45+ minutes no success either.

Spam, they are one of the biggest if not the biggest spammers in the industry. I didnt even bother to contact KGC because of the fact it was only about some smallish amount of loyalty points.

RUF_GT I got impression from support and manager they are concerned about players contacting KGC, only reason why manager spoke with me and for long period of time in the first place, so if You`re eager try them. They might be able to do something about this.