Bonus Complaint Casino Rewards..witheld bonus

[gopherite]

"live help" transcript

Welcome to Casino Rewards. You are currently number 1 in the queue and the average wait time is 3 seconds. With more than 10 million satisfied users and over 12 years of rock solid reputation you have come to the right place.

You are now chatting with Milad.

Milad: Welcome to the Casino Rewards support chat. How are you doing today?

you: ok

Milad: Hello Paul.

Milad: How can I help you today?

you: i have points i cannot exchange....about time you sorted this out

Milad: I understand your frustration Paul.

Milad: Let me explain you the reason why you can not redeem your points.

Milad: The temporary suspension of Casino Rewards VIP points is based on a number of contributing factors, including your entire history within the Casino Rewards network.

Milad: As indicated in your Casino Rewards page, we are unable to provide you with the specific criteria by which the suspension will be lifted.

Milad: We simply ask that you continue to demonstrate an intention to play, deposit & wager at the casino in accordance with the casino’s terms and conditions. Your entitlement to redeem points will then be replaced.

you: crap

Milad: I am sorry about that Paul.

Milad: I really can not change this. This is calculated by our system.

you: i have used your casinos for years and spent loads of money...you are robbing me of my bonus points!!!!

Milad: You will receive your points until you can redeem them again.

Milad: You will not lose your points Paul.

you: let's see what Casinomeister makes of this unethical behavior from a supposed industry leader...

Milad: I am sorry about this issue Paul.

you: sorry is no good...this is theft of $50

Milad:

you: THIS HAPPENED TO ME BEFORE XMAS AND YOU STILL HAVE NOT RESOLVED THIS...DO YOU WANT TO ALIENATE ME??

Milad: I am sorry there is nothing I can do to solve this.

today's email

Congratulations paul!

You’ve just earned 4313 BonusPoints
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promotion.
Here's how to Redeem your Points and check for other great Promotions that you can take advantage of right away!
Click the CasinoRewards tab in your CasinoLobby
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Keep checking your email every day for more great promotions and giveaways from CasinoRewards.

Our friendly support staff are always ready to help. Click the LiveChat button wherever you see it, or contact us on one of the toll free numbers below.

Good luck and happy gaming!

Emma Hall
Promotions Manager


what a situation...one half of Casino Rewards are giving me my earned bonus..and the other half will not give me the bonus and CANNOT TELL ME WHY!!

what to do?..any help??

 

[Dinahnana]

You could try contacting the Casino Rewards rep.
https://www.casinomeister.com/forums/members/

 

[Nate]

The group have a history of withholding comp points or holding players to ransom. They basically want you to play without bonuses in most instances until its unlocked. <<< Not Cool!

I would steer clear IMPO. There are better Casinos like 32Red and others here that don't pull off predatory tricks!

Nate

 

[wigan rl]

Op i understand your frustrated but the tone of you chat is way out of line

There are ways of dealing with things like this and your chat is a prime example of how not to

 

[vinylweatherman]

It's not cash, so strictly not the "theft of $50". The $50 would need to be wagered 30x, which is designed to be, on average, -EV (in other words, designed so that the player busts out before being able to withdraw a cash amount once WR has been met).

It's terrible customer service, and may even fall foul of some of the newer regulations coming in because they don't provide the criteria that needs to be met in order to be able to redeem the points.

The worst move of all was trying to use the Casinomeister brand to blackmail the casino. It probably now rules out any chance of Max considering a PAB on the issue.

The most effective means seems to be to stop depositing and playing there completely, rather than trying to unlock the bank by continuing to throw money at the problem. Some players have reported that they have played for months with locked points, and they were still not unlocked. This could make it a predatory business practice, which is what might end up falling foul of regulations.

If you stop playing completely, you will find that they CAN do something about it manually, and they WILL if they feel that your custom is worth retaining. Conversely, if they don't want your custom, no amount of playing will make the system unlock these points.

It is effectively a "bonus ban", but CR do this in this rather odd manner, rather than cancel all promotions on your account.

 

[gopherite]

CR

Op i understand your frustrated but the tone of you chat is way out of line

There are ways of dealing with things like this and your chat is a prime example of how not to

after speaking to them logically,calmly and properly six or seven times (this situation started before xma) you tend to get a tad frustrated...especially as no-one can tell you exactly what you did wrong!

 

[vinylweatherman]

after speaking to them logically,calmly and properly six or seven times (this situation started before xma) you tend to get a tad frustrated...especially as no-one can tell you exactly what you did wrong!

It happened to me almost a decade ago. I fired off a complaint to the Kahnawake about the predatory nature of the practice (they sent me a personal invite, and locked my points because I actually took them up on the offer). I got the same vague BS from their CS over $40, so I just uninstalled the casino and signed up with Casino Action. There, I deposited a SIX figure sum over the following few years, and CR only found out how expensive a pile of BS they had delivered to me when they bought two casinos from Casino Action, and from the player base, noticed how much I had deposited and played there, money that would have gone to CR had they not locked my points.

All of a sudden, from being a player with locked points (which ended up unlocking 3 months later despite me making NO further deposits), I became a top VIP, and they did their best to keep me depositing at the same level as with Casino Action, a struggle they only won after Casino Action went under.

My VIP host assures me they will "not lock my points" again, and I assured my VIP host that if they did, I would stop depositing overnight

The calm, obstinate approach seems to work much better than the quick descent into rage and threats. An alternative response might be "Dear Support, as this issue seems to have reached deadlock, I am raising a complaint through eCogra, regards, xxxxxx".

At worst, eCogra will be able to explain what is going on, and why, even if the points remain locked.

You could also mention the predatory nature of the procedure whereby depositing an unspecified amount of money might or might not get your points unlocked.

 

[Mousey]

after speaking to them logically,calmly and properly six or seven times (this situation started before xma) you tend to get a tad frustrated...especially as no-one can tell you exactly what you did wrong!

Unfortunately threatening CR with Casinomeister is pointless anyway. You've been a member here 6 years and you've not noticed previous threads about this exact problem with CR casinos? They still have a bucket load of my (along with many other in this forum) points and bonuses in their blackhole of a rewards system even from before all MG casinos locked out USA players. And just a note, the carrot (keep playing and your points will be released) is pretty much dust in the wind. Oh.... sometimes they'll release them briefly... then they'll lock them right back up if you have a withdrawal.

 

[gopherite]

CR

Thanks for all your comments..i have played CR's casinos for years and spent tens of thousands..perhaps the trigger was....
last June i had a bonus,abot £15..i went down to £6...changed the slot and started winning....after a couple of days play on several slots,increasing my stake as i progressed,I WAS PLAYING £30 A SPIN AT THE END.....i i eventually cashed out £18200...i did not play much after that...lol
i posted screen shots at the time
I think i met their playthrough requirement...lol

 

[FAZI1]

They loocked this points very soon after player use few very easy welcome bonus in their brands example - Nostalgia Casino - Zodiac Casino where give 20€ for 1€ deposit - next Virtual City Casino and Quatro Casino - also 10-20€ free for 1€ deposit - or Lucky Emmperror with 10€ Free. - Players use few this easy bonuses from their brands and They blocked reedem comp points. ( reason small deposits amount to High % bonus amount taken compared with deposits $ )

After comp poitns are blocked then is very hard unlocked it to reedem again - Support always say if you will be play a lot - then wee unlocked you points - But summary this is not rule - becose im know a lot good masive players who keep play make a lot deposits without bonus - and they dont unlocked them this points. People stay with some amounts colected points but still cant use it.

Is possible using their Starting promotions called Freeplay even with locked their Points. - In freeplay in their group player got 1000$ virtual money and can colected 100$ bonus after deposit 20$ -> 120$ to play with wager x 30 - or 150 - 200$ after deposit 50$ - They have close to 30 ? brands in casinorewards group

If somone have locked Points and wonna use freeplay ( multistage promotions) then after freeplay when system calculate winings - show error - but if player after see this go to live chat and ask - abaout can im reedem my winings from freeplay becose system show me error / or im not eglible ? - Then Live agent answer will be wait im make this manual for you - and you can use freeplay promotions even with locked Points.

+ Is importand read their Bonus T&C step by step becose im remember they few brands have a little strange rulez for bonuses example

- player cant use dubled future if play with bonus in some kind of promotions --( dubled read and black )
- player cant use autoplay spin mode.... - and few other. a little strange rule.