Royal Vegas(Fortune Lounge) - refusal to remove lingering wagering requirements

[chuchu59]

This has happened several times. I play with a deposit + bonus, lose and zero out and later make a deposit without bonus or reverse a withdrawal and each time the balance shows there to be lingering wagering requirements. As we all know, once you zero out and there are no uncompleted games, bonus requirements don't carry over. This has happened several times and on this occasion the support staff told me to complete the wagering. I reversed $25 to play after zeroing out from a deposit+ bonus so its not possible that there are any bonus funds left. Certainly there are no unfinished games. The casino has the responsibility to either remove the wagering requirements or do something instead of telling me that I still have 50% of the wagering to meet.

 

[mrmark21]

This has happened several times. I play with a deposit + bonus, lose and zero out and later make a deposit without bonus or reverse a withdrawal and each time the balance shows there to be lingering wagering requirements. As we all know, once you zero out and there are no uncompleted games, bonus requirements don't carry over. This has happened several times and on this occasion the support staff told me to complete the wagering. I reversed $25 to play after zeroing out from a deposit+ bonus so its not possible that there are any bonus funds left. Certainly there are no unfinished games. The casino has the responsibility to either remove the wagering requirements or do something instead of telling me that I still have 50% of the wagering to meet.

All that and you still play there? I mean don't get me wrong they are a top notch casino otherwise they wouldn't be on the accredited list. But several times? I'd be out by the third. I hope the Rep can sort this out

 

[chuchu59]

Thanks Mark. The support staff reply in good time but it seems they don't have a clue on what's happening. The last response was insulting. Telling me to complete wrs on a reversal after I made sure of zeroing out. I am fuming.

 

[aceking123]

Thanks Mark. The support staff reply in good time but it seems they don't have a clue on what's happening. The last response was insulting. Telling me to complete wrs on a reversal after I made sure of zeroing out. I am fuming.

hi chu you got a vip manager link. e mail them if so it would get sorted pretty quickly , or you could use the vip link from live cs & ask them to patch you there & ask them to clear it up . ive had once there & theyre pretty good at sorting this kind of thing out.

 

[dunover]

I played there once and there were never 'sticky' bonuses like you describe. As you do, I always 'killed' the bonus by playing the last penny say on one spin@1-line on BDBA or something, then logged out and back in to make sure. This is wrong and CS need to look at your play logs to establish that you did indeed kill the bonus. The only thing I can think of as to why this happened is that you closed a game quickly and maybe it's logged as 'incomplete'? This would mean bonus retention. Have you tried opening you recently-played games to check?

 

[chuchu59]

I played there once and there were never 'sticky' bonuses like you describe. As you do, I always 'killed' the bonus by playing the last penny say on one spin@1-line on BDBA or something, then logged out and back in to make sure. This is wrong and CS need to look at your play logs to establish that you did indeed kill the bonus. The only thing I can think of as to why this happened is that you closed a game quickly and maybe it's logged as 'incomplete'? This would mean bonus retention. Have you tried opening you recently-played games to check?

A week or so ago they did reply with an answer telling me that I had incomplete table games which was untrue. The games in question had been completed and wins/losses had been accounted for. OK maybe its a software problem but they need to look into it and discuss with MG. Telling me to finish the wagering is ridiculous.

 

[aceking123]

A week or so ago they did reply with an answer telling me that I had incomplete table games which was untrue. The games in question had been completed and wins/losses had been accounted for. OK maybe its a software problem but they need to look into it and discuss with MG. Telling me to finish the wagering is ridiculous.

your right its something to do with mg casinos , ive had the same thing with betway , but had it no less than 6 machines & one table game i spent nearly a hour trying to clear up the games & i had cs live chat telling me when each game was clear got there in the end , they had a update a week before so i was thinking this had a little bit to do with it.

 

[paul7388]

seems to be an occasional fault with microgaming. Ive had it a few times which is whe now when I make a deposit I always check it has not went into bonus cash. Last twice I had it was at 32red but contacted live chat and they apoligised and removed it right away. Seems like the royal vegas support need to learn more about their jobs and that they are actually there to help customers

 

[vinylweatherman]

This has been going on for years, and we STILL have dumb CS drones heaping the blame on the PLAYER without bothering to do the proper checks in the back end to determine whether it's a real incomplete game issue or one of the phantom issues that have been discovered, which have been down to glitches in the software.

Failing to deal with this at the root cause is creating bad PR for otherwise good casinos. So far, it seems the problems are being fixed on a case by case basis, but players often face a fight with CS to even get the problem recognised. Given the length of time this issue has been going on, there is no excuse for even front line CS not being aware of the protocols for dealing with such complaints.

I have found that where there is a GENUINE case of an incomplete game, a slider window appears shortly after login detailing the problem, and the games affected. It usually happens when the software randomly disconnects during play, something that happens once or twice a day for me.

 

[dunover]

This has been going on for years, and we STILL have dumb CS drones heaping the blame on the PLAYER without bothering to do the proper checks in the back end to determine whether it's a real incomplete game issue or one of the phantom issues that have been discovered, which have been down to glitches in the software.

Failing to deal with this at the root cause is creating bad PR for otherwise good casinos. So far, it seems the problems are being fixed on a case by case basis, but players often face a fight with CS to even get the problem recognised. Given the length of time this issue has been going on, there is no excuse for even front line CS not being aware of the protocols for dealing with such complaints.

I have found that where there is a GENUINE case of an incomplete game, a slider window appears shortly after login detailing the problem, and the games affected. It usually happens when the software randomly disconnects during play, something that happens once or twice a day for me.

Yes it does. Usually when you log out and in again on the download versions. Which is why ChuChu's case is odd.

 

[chuchu59]

This has been going on for years, and we STILL have dumb CS drones heaping the blame on the PLAYER without bothering to do the proper checks in the back end to determine whether it's a real incomplete game issue or one of the phantom issues that have been discovered, which have been down to glitches in the software.

Failing to deal with this at the root cause is creating bad PR for otherwise good casinos. So far, it seems the problems are being fixed on a case by case basis, but players often face a fight with CS to even get the problem recognised. Given the length of time this issue has been going on, there is no excuse for even front line CS not being aware of the protocols for dealing with such complaints.

I have found that where there is a GENUINE case of an incomplete game, a slider window appears shortly after login detailing the problem, and the games affected. It usually happens when the software randomly disconnects during play, something that happens once or twice a day for me.

Exactly what you said VWM. I just received an email from support advising me that they noticed that I had been playing table games but the contribution to wagering requirements differ for various table games and slots. They produced a table showing the different % contributions to wrs for various games and went on to explain this may be the reason why there was still some wagering left. All of those who responded to this thread knew exactly what I am talking about but not the FL support guys it seems.

 

[dunover]

Exactly what you said VWM. I just received an email from support advising me that they noticed that I had been playing table games but the contribution to wagering requirements differ for various table games and slots. They produced a table showing the different % contributions to wrs for various games and went on to explain this may be the reason why there was still some wagering left. All of those who responded to this thread knew exactly what I am talking about but not the FL support guys it seems.

....which is completely irrelevant if you ran the bonus to bust anyway...

 

[SkBurner]

I'm pretty sure this issue has been known for some time, what the hell are MG doing? Surely they should have implemented a fix by now? How come the operators haven't escalated this up the chain, I mean they must have the contacts in MG?

I would be intrigued to know from any reps who operate MG software if they have indeed made their provider aware of these issues...and why haven't their front line CS been fully briefed on this known issue? I get the impression from some responses that 32Red have.

Unacceptable from such a major provider and operator.

 

[chayton]

I had that happen to me a couple of times, once it was because I had played a multiplayer game and had some points toward the bonus. I opened the game and there was nothing there, they told me to wait, someone triggered the bonus and I got spins too. I think they've changed the multiplayer games now though so you actually have to be playing to win.

And another time I had a coin bonus in Wealth Spa that I needed to play.

But it's annoying, it would be nice to have something like playcheck where you could just click a button to see if there are still games in play.

 

[chuchu59]

They continue to pester me with statements saying I still have wagering at 30x and I can easily make playthrough. How do I get them to understand? Really frustrating. I give up. Instead, I shall send a pm to Wim.

 

[skiny]

If my wage requirements carried over from previous bonuses I'd probably still have about a million dollars to wager before I can cash out.

And I only get to see half the thread titles in the "new posts" box so I got to see this much. "Royal Vegas(Fortune Lounge) - refusal to remove lingeri"

I thought the last word was lingerie.

Not that your complaint isn't valid Chu Chu but that would have made an interesting read.

 

[chuchu59]

LOL Skiny.

Actually I had already pm'ed Wim but as its still the weekend I don't think I can get a response before Tuesday but look at how these incompetent support staff answered me:

'Unfortunately there is definitely a bonus of X dollars on the account like my colleague has informed you and the wagering would have to be completed in order for you to withdraw.

The wagering requirements are XXXX and should be fairly quick to achieve.Unfortunately as per the terms and conditions that you agreed to upon registration you have to meet the requirements in order to proceed with withdrawals.

You actually opted in for the promotion and therefore received the bonus'.

I told them several times that I had first zeroed out ie $0 in my balance and then proceeded to reverse $25 of my pending withdrawal. That would mean there is no bonus involved unless they now have a policy of wagering being carried over despite zeroing out your balance. No use explaining to these idiots as they just they disregard what you say to them. Wim, please have a hard look at this. You need to give these guys some proper training on bonuses and manners.

 

[skiny]

I would ask them for which term I agreed to that carries wage requirements over to new deposits.

If they can't find one, you couldn't have agreed to it.