For the first time

[gerilege]

I received an email from a Playtech casino. They thanked me for choosing them, and for my patronage. They offered me a $50 no deposit bonus, for which I simply had to ask via email or phone. So I wrote an email, and got a reply that the bonus was on my casino account, and I just had to log on. So I logged on, but there was no bonus. I wrote another email, and they replied that the bonus was there, if I couldn’t see it, “give us a call”. I called them, and the customer service representative passed me to a manager. He said that unfortunately I was marked as a bonus hunter by the security department, so I was not able to get any bonus. Actually the promotion department indeed credited the bonus to my account, but because of the security department, I was never able to see it.

So after almost 4 years of online gambling, for the first time I was marked as a bonus hunter. I can play there, but I won’t receive any bonus until I play a reasonable amount without any bonus. Generally I think that their statement is perfectly acceptable. I played two times in that particular casino, once I won after fulfilling the wager requirements playing mostly BJ, second time I lost also from my own money, and I wagered circa 5.000 USD on “Diamond Valley” progressive slot (minimum bet is 5$), which I don’t consider low-risk wagering, and I wagered circa 10.000 more than required. However it’s still ok that they don’t give me more bonuses.

What I feel a bit strange is that they call me a valuable customer, offer a free bonus, and when I would like to accept it, they say oops, we didn’t mean you. If they just write an email, that ok, we don’t give you bonuses any more – although you might receive promotional emails by accident – then I don’t say a word. But this way it took a lot of my time to find out what happened.

[Scooter7]

What I feel a bit strange is that they call me a valuable customer, offer a free bonus, and when I would like to accept it, they say oops, we didn’t mean you. If they just write an email, that ok, we don’t give you bonuses any more – although you might receive promotional emails by accident – then I don’t say a word. But this way it took a lot of my time to find out what happened.

I think it's a case of left-hand right-hand non-communication.

Marketing 'carpet bombs' with their promo offers without regard to security flags on accounts since they're different departments.

It's likely that they've reasoned it all out and believe that the confusion/aggravation that a 'non offer' creates for a labeled abuser isn't something that they need to care about. Maybe you'll play anyway and the 'eligible' people that receive the offer are the only ones they really care about.

Just a theory, but it probably seems logical to them

[vinylweatherman]

I don't see how the wagering record could be seen as unreasonably abusive, as a fair bit of slots wagering took place the second time round. Sadly, this type of behaviour would tend to put me off, it shows a lack of professionalism to make an offer, repeatedly insist it is valid, only to withdraw it after all.
Security departments seem to label players as "bonus abusers", "multiple account fraudsters", etc on a whim. I can almost imagine a target driven culture, just like we have here for some council run parking wardens who have to "perform" by booking a set number of violations per week - it doesn't matter if too few motorists commit an offence, they are urged to "be creative".
I can just imagine the security department being told they have identified too few "bonus abusers" and "multiple accounts" in the past month or two, and the casino is making less money this month - so pull yer fingers out & get cracking, or face a "downsizing".

[Scooter7]

I can almost imagine a target driven culture, just like we have here for some council run parking wardens who have to "perform" by booking a set number of violations per week - it doesn't matter if too few motorists commit an offence, they are urged to "be creative".
I can just imagine the security department being told they have identified too few "bonus abusers" and "multiple accounts" in the past month or two, and the casino is making less money this month - so pull yer fingers out & get cracking, or face a "downsizing".

You're probably right since that mantra produces higher profit margins, but it's short-term thinking. Pissed off ex-customers tell their stories a lot more than happy customers do.

It's also a beast that they created for themselves by making bonuses the primary acquisition tool.
Creating a bonus system that's attractive yet non-abusable is the answer.

[gerilege]

They told me that the reason was that I never played there without a bonus. This was true. Both times I was given a bonus. If I play without a bonus, they might review my bonus eligibility status in the future.

If that gameplay history was enough to mark me as a bonus hunter, let it be, they offer bonuses in their sole discretion. But I would expect them to email me when it happens, so I won't have to mediate between their departments probably sitting in neighbouring rooms.

[gerilege]

Security departments seem to label players as "bonus abusers", "multiple account fraudsters", etc on a whim. I can almost imagine a target driven culture, just like we have here for some council run parking wardens who have to "perform" by booking a set number of violations per week - it doesn't matter if too few motorists commit an offence, they are urged to "be creative".

Same in Hungary. I would add public transport ticket controllers (In Hungary you should buy some tickets in advance, and then validate one on the vehicle) and traffic policemen (when their department needs money, they set up a laser speed controller at a section where speed limit is 20 miles per hour) and of course parking wardens.

[Rusty]

While I think it is stupid that they emailed you with a bonus promo and then denied it to you at least you found out before you played.
Imagine if they had let you play and you had won only to be denied your cashout because they had labeled you a bonus abuser.
As you say if Casinos do not want to give us a bonus then fine but dont give us one and then tell us we are bonus abusers when we cashout!
There should be absolutely no such thing as a bonus abuser.
It is a term the Casinos use to avoid payouts.
Fraudulent players Yes but bonus abusers No

[gerilege]

Imagine if they had let you play and you had won only to be denied your cashout because they had labeled you a bonus abuser.

I heard about such a case recently. Another Playtech casino regularly offered a post-wager monthly match deposit bonus to a player. Once upon a time, the player deposited and fulfilled the wr, but the post-wager bonus amount was never showing up. When he asked, he was told that he was not eligible for bonuses any more, including the current monthly bonus for which the wr was already met. Because this was not my story, I won't name the casino, but I can tell that one wouldn't expect that casino to do such tricks.