Prestige Casino refuses to honor 10% of loss bonus

[suzirose]

Spear..

I receive tons of casino spam with bonus offers. They usually have some small print or refer to the website's T&Cs. The email I received, looks like it was hastily written (notice the misspelled "loose&#34 without any references to the T&Cs. I agree that they should be held accountable and if they misworded they're email, that's their problem.

Bryan....I too am waiting for a response from Prestige. To add insult to injury, when I emailed them to credit my account the $4,250., they credited me $4.25. No questions asked :-)

[tonybrown]

I'm, Tony Brown, the Marketing Manager for Prestige Casino and I'll provide you, hopefully, an explanation on behalf on my Manager.

First of all I want to point out that Prestige Casino's policy and relationship with his players has been based always, I repeat, always on honesty, integrity and fairness and this statement can be witnessed and proved by thousands of players.
This case represents in our management history a unique and first one as we have always accomplished to solve our players' problems eventhough sometimes they didn't deserve it.

Our custom and policy is to respect the rules and
follow the correct guidelines with our players
in all promotions and mainly in this one, as well.
For this reason, we feel we can't have any exception to any player and we have provided refunding back all the players who have followed the rules.
As I said, all players have followed the rules in this promotion which I will repeat once again:
we give back 10% to the player who deposits and looses during our promotional event started on December 17th, 2001.
Our 10% refund is tied exclusively to the amount of money deposited - partially or entirely lost -
and not related to money won as a result of winnings.
In this singular case, SuziRose, as we have several times explained her, has deposited and lost $1,000 during our Promotion and therefore we have immediately refunded back 10% which is $100.
The money SuziRose claims and has lost is related exclusively to her winnings and not, I repeat, not to her deposits.
Therefore we have not satisfied SuziRose's request because it doesn't follow in a fair manner the rules that all players have honestly followed.

This promotion has not been posted on our Web site because it was designed expressly for our loyal players.

In regards to the $4.25 credited to SuziRose we apologize for this inconvenience as there has been a mistake made from our Support Staff.
As I said, we have provided refunding back $100.00.

We will continue to respect and follow the rules and we request our players do the same thing.

Tony Brown
Marketing Manager
Prestige Casino

[suzirose]

Tony...

Thank you for responding to the forum, but what you neglected to address was the wording of the email which was sent to me, said "10% of loses (looses)" there was NOTHING in the email or the T&Cs which said "10% of deposits". Different casinos have different enticements and my understanding, as well as the understanding of most readers of this forum, that the email I received (and posted here in it's entirety) was in a way of "insuring" a portion of my money, so that if I was to gamble, the most I could lose is 90% of my bankroll. This is what I read from the email.

As for following the rules, I followed the rules in the email TO THE LETTER. I deposited over $100 during the promo period, and I immediately sent an email requesting my 10%.

I know that Presitage is an honorable and fair casino, and will make the correct decision regarding this issue.

Care to comment on this further?

[suzirose]

Tony....

As an aftertought to my last post: you may say that your email "implied" deposits, not loses, but that would be like offering a 50% bonus, and then saying, we "meant" 5%, not 50%.

Players can only go on what they read; it's hard enough going thru the fine print and searching out T&Cs on the website, only later to find that something was missed. In this case, the email was clear cut.

I did not ask for a 10% refund of my "loses". PRESTIGE offered it to me unsolicited!!

[dave_r]

Tony Brown (Pretige Casino marketing manager said):

Our 10% refund is tied exclusively to the amount of money deposited - partially or entirely lost -
and not related to money won as a result of winnings. [End Quote]

THE PROMOTION NEVER STATED THIS.
AMAZING! AN UNWRITTEN RULE!

There are several views on this:

Spearmaster believes a deposit should be implied.

CPA believes it is a gray area, and both the casino and the player need to bear some responsibility. Therefore s/he believes a compromise should be made.

Myself/Jetset/Bryan believe that there is no gray area and that the casino bears total responsibility since the rules are clearly stated.

AND . . . Almost everyone agree's the promo was poorly written.

I've played at Prestige many time in the past, and have always found them to be a highly reputable operation. I do not think Prestige was out to rip anyone off. Nonetheless Prestige must be held accountable for ITS OWN RULES.

I have removed Prestige Casino hard drive. I doubt I will play there again unless they pay Suzanne her rightful rebate.

There are many casinos out there that know the meaning of good customer service. Its apparent Prestige is not one of them.

[suzirose]

Dave_r...

Thanks for the support!!

I won't play there either if they don't make good on their promo.

[babe]

This should all be very simple. What was the balance in your account when the promo started? If this is the money that was lost, you should get paid. If you won it after the promo started and then lost it, that doesn't count. This is money you could have withdrawn and then redeposited if a deposit was called for. Some casinos are never happy, here you lose a large sum of money and they are refusing to pay according to their own rules. Tony, by you taking this action, you are alienating what appears to be a good customer.

[jetset]

Yet another irritating case of a casino management apparently screwing up on a promo wording and then refusing to accept the financial consequences, is my opinion.

It is doubly disappointing because Prestige has (had?) a good name and they should not be pulling this kind of BS - why not negotiate with the client and come to a mutually fair arrangement instead of this outright rejection and talk of "implied" terms and conditions.

And for God's sake get a senior and experienced manager to scrutinize and approve all promo offers in future. BEFORE they go out.

[mary]

I agree that the email does look like a personal offer to a player with a big balance. I'd consider a $2k bonus fair, as being either 10% of her balance when recieving the offer or a 50/50 compromise on 10% of her losses (to which I think she is really entitled but I'm being realistic here)

The casino's excuse about "we meant deposits" etc. is bogus. It wouldn't stand up in court. The email said "losses".

[foofoolemar]

Tony Tony Tony,

Let me help you out here

1. you come accross as an arrogant stuck up your own ass type of man.

2 your email was incorrectly worded (no one would give away 10% of losses but alas it appears noone in your outfit has previous knowledge of gambling or this would have stuck out like a sore thumb.

3 stick your head in the sand and hope this will go away. (cos you cant afford to make good the limits)

4 best go back to your old job (i will show my ass in woolworths if it was gambling related)

5 who loves ya baby (said in kojak mode)

6 with reference to comment 1 above think about it and dont talk down to people as its rude and makes u seem evil, your probably a very nice man, maybe bald maybe fat maybe a cross dressing lesbian dwarf, this we can live with but saying things like "not and i mean not" etc etc is ass wipe bollocks

7 xxxxxx give us a kiss