[Resolved] Casino La Vida not removing bonuses

[benroles]

I've just been playing at Casino La Vida and had a very bad experience with them not removing bonuses. Granted, I made a few deposits and claimed the bonuses. However, after not being able to meet requirements I zero'd out - no balance at all. I then made a further deposit and found another bonus had been added. I IMMEDIATELY went to support (having not played a penny) asking for it to be removed. My request has been flatly refused. I'd strongly suggest avoiding casinos like this - definitely NOT a good experience.

Chat below:


Ben Roles: Hello - I just made a £20 purchase. However, a bonus has been added

Ben Roles: I've played with your bonuses earlier and seem to crash out on wagering!

Ben Roles: hence please can you remove the £6.60 bonus on my account (i have NOT played since deposit or bonus was added)

Ben Roles: then if i get lucky i can cash in!!


Jeremy: Thank you for Ben for your query. Unfortunately, that bonus will not be removed as it has to meet the wagering requirement has to be fulfilled. Please do send us an email at: support@casinolavida.com requesting to us to not send you any bonus promotional offers. This will be effected for all future bonuses

Ben Roles: NO - I haven't played this bonus

Ben Roles: nor the deposit

Ben Roles: hence please remove the bonus

Ben Roles: remember you are listed at casinomeister where one of your conidtions is to remove a bonus on request

Ben Roles: as long as the deposit or bonus has not been played

Ben Roles: which that has not

Ben Roles: i have deposited, had the bonus immieadtely added but NOT played it

Ben Roles: i.e. NO bets have been placed since the deposit /bonus was added

Jeremy: We are aware of where we are listed Benjamin, however the former still applies

Ben Roles: How does it?

Ben Roles: as per casinomeister: "Must remove any bonus and associated playthrough requirements at the request of the player if play has not commenced. "

Ben Roles: this is the situation I am in

Ben Roles: the term is here: http://www.casinomeister.com/accredited_casinos.php

Jeremy: All bonuses credited need to meet the wagering requirement Benjamin as per the rules mentioned on the Terms and Conditions

Ben Roles: Jeremy... I HAVE NOT played the bonus

Ben Roles: I HAVE NOT played my deposit

Ben Roles: I DO NOT WANT the bonus

Jeremy: I have read your comments Benjamin, however, the former still applies as mentioned

Ben Roles: hence please remove it - i want to bet with my own money and chance winning

Ben Roles: Jeremy - why are you not removing the bonus?

Ben Roles: i do not understand>

Ben Roles: ?

Ben Roles: I have NOT played on the deposit / bonus?

Jeremy: The reasons have been mentioned above Benjamin

[Marie2473]

Wow that is an alarmbell for sure. They are in the review of beeing accredited right?
I do not understand why he/they would not remove it since u did not claim it yourself and also had not started playing.
I for sure will avoid this casino!

[benroles]

Precisely. Thankfully it was a poxy 6.60 bonus so I met the requirements in the end and cashed in. But what if I had deposited £200 or more as I sometimes do? I would have been FORCED to play away hard earned money (unless I had a LOT of luck).

B.

[Pinababy69]

It is a standard for accreditation here:

Must remove any bonus and associated playthrough requirements at the request of the player if play has not commenced.

Drop Bryan a PM and make him aware of this thread. He doesn't read every thread on the forums, and skims many. Sometimes if you want him to know something specific, you gotta give him a heads up.

[benroles]

I have done already Pina. I was shocked that even when I pointed out this term to the chat man he still wouldn't budge. Hopefully Bryan can address. I'm not PAB-ing or anything though since I have in the end met requirements and cashed in.

However, still a warning to others and certainly something I think Bryan will want to address.

B.

[maxd]

FWIW I've flagged the rep to this thread. We'll see what we see.

[RedFlush Host]

Hi Ben,

I am a rep for Casino La Vida and after taking a look at your account you are 100% correct, the bonus you requested removed should have been removed immediately as you had not began playing with these funds.

On behalf of everyone here at Casino La Vida I profusely apologize for this inconvenience. We will take the necessary corrective measures to ensure that this never happens again to yourself or any other player. As per your request, you have been placed on a No Bonus list and as such you will not receive any bonuses for future deposits made at Casino La Vida.

As a new Casino with a number of new support representatives, I ask that you please overlook this incident. Casino La Vida will endeavour to make every effort to provide our players with the very best in customer service.

Regards
Casino La Vida Rep

[Edward D. Wood]

Hi Ben,

I am a rep for Casino La Vida and after taking a look at your account you are 100% correct, the bonus you requested removed should have been removed immediately as you had not began playing with these funds.

On behalf of everyone here at Casino La Vida I profusely apologize for this inconvenience. We will take the necessary corrective measures to ensure that this never happens again to yourself or any other player. As per your request, you have been placed on a No Bonus list and as such you will not receive any bonuses for future deposits made at Casino La Vida.

As a new Casino with a number of new support representatives, I ask that you please overlook this incident. Casino La Vida will endeavour to make every effort to provide our players with the very best in customer service.

Regards
Casino La Vida Rep

....and if its possible for you. If a player wants to have his account (winnings) being flushed. Please be so kind and do him/her this favour. THAT would be another fine move into my personal list of accr. casinos.

Thank you

[Wildfire7]

Most casinos usually have a minimum deposit like 25.00 to qualify for a bonus. What is the minimum at this casino then? IMO a 33% bonus on a 20.00 deposit as in this case is doomed to failure, especially if the playthrough is more than 10x. (Which I suspect it would be)

One way to avoid getting a bonus is to deposit via a sportsbook (If they have one) then make an internal transfer. Another way is make 2 or 3 deposits below the minimum qualification for a bonus to be added. But these are only workarounds, ideally best to contact support to instruct them not to add any bonuses unless you request one from them first.

Mike

[Rusty]

Stupid terms.
Why automate a bonus and make the player have to manually request its removal. Hassle for the player and more work for CS.

Bonuses should only be applied upon request with the possible exception of First deposit bonuses. That way the customer gets what they want not what the Casino wants them to have - right Red Flush?