Aztec Riches

[kmartinusa]

Hi Gang--

I think that it's important to point out when folks do the right thing, and I have a experience that I'd like to share. This story is a little complicated, and I'll do my best to make it simple. I do want to give credit where it is due.

<disclaimer...I honestly don't know if others have issues with these folks and haven't taken the time to look...this is just my experience over the weekend!>

I took Aztec Riches up on a slots only bonus (for an existing account) and played all weekend. I loosely kept track of my wagering, and cashed out (with no profit) after I thought that I had more than met the requirements. Monday I found the $100 cash out returned to my casino account. I asked customer service why this had happened and she indicated that I had not met the WR attached to the bonus... I was a little suprised, but figured that I didn't read the T&C's or something...In any case, I went ahead and played a little more and of course, promptly lost what was left.

While cooking dinner that evening, I thought about this and realized that CS had just made a mistake and that I had in fact met the WR. To make a long story longer, I emailed them with the problem, making sure that they understood that I would have cashed out $100 except for their error in calculating the WR. I fully expected the run around which begins with unanswered emails and ends with the player pissed off and an account closed.

Much to my delight, they apologised for their error, and actually refunded the $100 to my account!!

I was and am stunned that they did this. I read about 32 Red and others who set the standard in terms of customer service, but I don't remember having read much about Aztec Riches (whatever group that they belong to) as being especially customer oriented.

I wanted to take the time to post here, because this is absolutely a case of the casino doing the right thing. They could have easily denied my request for any number of reasons....Had I won on the remaining $100 would I have complained?...Probably not.

In any case, I appreciate all of you who take the time to read this. These people did what was right when it would have been very, very easy to blow me off. They have earned my respect.

Kevin

[Pinababy69]

And don't forget Kmartin, if they hadn't resolved the issue for you, you could have threatened to go and tell Casinomeister on them, lol.

Glad you had a positive experience. I think that people posting good experiences is just as important as all the negative ones.

[managra]

Originally Posted by kmartinusa

I fully expected the run around which begins with unanswered emails and ends with the player pissed off and an account closed.

Much to my delight, they apologised for their error, and actually refunded the $100 to my account!!

They could have easily denied my request for any number of reasons....Had I won on the remaining $100 would I have complained?...Probably not.

Kevin

That was indeed a very classy (smart, too!) action on their part. Because of this you will probably play there again and probably lose the money they so generously granted you after all. When a casino forces you to play more when you thought you were done and mentally really had enough of it, you always hope to land a big hit to beat them at their own game. But, typically, you lose your shirt.

I was in a somewhat similar situation where i continued to wager based on totally incorrect info given by CS. From break-even i went bust because of their call that i had to wager more. When i emailed them they acknowledged their mistake but said "tough luck, you're SOL".

When you're at a casino you do so because you want to play. Not in order to engage in a lengthy email correspondence. And you're not going to wait another 8-10 hours to get an email reply from them. So, very irritated, you continue to play the remaining WR (according to them), lose, and then you are very resentful and feel ripped off. You'll not likely to return to that casino, if you can help it.

[kmartinusa]

Originally Posted by Pinababy69

And don't forget Kmartin, if they hadn't resolved the issue for you, you could have threatened to go and tell Casinomeister on them, lol.

Don't worry, I most definitely would have!!! (Just in a little different thread )

...and that's exactly why I posted this instead.

Thanks,

Kevin