7 Sultans casino - problem solved

[poser]

First comes the mail:

Hi Ulrich,

Did you have a great time with your 50 on-the-house cash boost? Theres still more to come: you can now claim your 100 Percent First Deposit Match offer, where you can claim up to 100* on the house for a grand total of 200. Its easy to do: simply make your first purchase at the casino and this offer is as good as yours.

Remember, your account number is 7sr21xxxxxx.

Then comes the chat:

Given: Thank you for contacting the Casino Support Desk, my name is Mike how can I help you?
ME: hi
ME: I got a mail,including my acc number from 7 sultans casino
ME: it offers me 50 free + 100% on first deposit
ME: is it valid ?
ME: from [email protected]
Given: Can I please have the account number?
ME: 7sr2xxxxxxx
ME: From: 7sultans <[email protected]>
Given: Ulrich, you will be eligible to the 100% match as you already played in the 50 free and you claimed your winnings
ME: ok, so I can get the 100 % ?
Given: That is correct Ulrich
ME: how do I claim it ?
Given: After you make a deposit you will go to www.7sultans.eu
Given: Then you will click on claim bonus and emter your account number and promotion code 7s100match
ME: ok thx

Then comes the truth (about the 7 damn lying Sultans)

Guess what happed after I tried to claim: NOTHING !!!

In new chat: YOU ARE NOT ELIGIBLE !!

Lying bastards

(7 Sultans Casino, proud member of FortuneFounge Group)

 

[vinylweatherman]

First comes the mail:

Hi Ulrich,

Did you have a great time with your 50 on-the-house cash boost? Theres still more to come: you can now claim your 100 Percent First Deposit Match offer, where you can claim up to 100* on the house for a grand total of 200. Its easy to do: simply make your first purchase at the casino and this offer is as good as yours.

Remember, your account number is 7sr21xxxxxx.

Then comes the chat:

Given: Thank you for contacting the Casino Support Desk, my name is Mike how can I help you?
ME: hi
ME: I got a mail,including my acc number from 7 sultans casino
ME: it offers me 50 free + 100% on first deposit
ME: is it valid ?
ME: from [email protected]
Given: Can I please have the account number?
ME: 7sr2xxxxxxx
ME: From: 7sultans <[email protected]>
Given: Ulrich, you will be eligible to the 100% match as you already played in the 50 free and you claimed your winnings
ME: ok, so I can get the 100 % ?
Given: That is correct Ulrich
ME: how do I claim it ?
Given: After you make a deposit you will go to www.7sultans.eu
Given: Then you will click on claim bonus and emter your account number and promotion code 7s100match
ME: ok thx

Then comes the truth (about the 7 damn lying Sultans)

Guess what happed after I tried to claim: NOTHING !!!

In new chat: YOU ARE NOT ELIGIBLE !!

Lying bastards

(7 Sultans Casino, proud member of FortuneFounge Group)

This looks dodgy because that sender address looks like it did NOT come directly from Fortune Lounge. What is REALLY worrying is that it contained your account number. This MUST be down to the fact that this information originated from the marketing company that administers FL promotions, who are based in Belize.

What is missing is an explanation of WHY you are ineligible. Could this just be incompetence on the part of the first chat rep you spoke to.
It does seem odd that you can have TWO welcome bonuses, and maybe this was an "either/or" offer, and you chose the free chip.

I remember a rather odd FL offer from way back, you deposited $50, and if you won you could withdraw, no restrictions. If you LOST, you got your $50 back, AND you could have the standard welcome bonus. You could NOT however, have the welcome bonus if you WON from the $50, and withdrew.

 

[AussieDave]

This looks dodgy because that sender address looks like it did NOT come directly from Fortune Lounge. What is REALLY worrying is that it contained your account number. This MUST be down to the fact that this information originated from the marketing company that administers FL promotions, who are based in Belize.

A lot of casinos these days due to spammers have little choice but to use throw away domains. Otherwise mailers don't get through to players. Then players bitch and moan because they don't get promos

I'd surmise this URL to be the case here too. Nothing dodgy or worrying about it IMHO because it obviously came from FL.

poser did you contact the FL rep here? If not why not?

Honestly I really don't think calling FL

Lying bastards

without giving them the opportunity to respond & or fix the issue is at all called for.

But then again I guess all this falls under the umbrella of guilty no matter what. Just remember that in most of these cases (not all) that there is always another side to every story.


Cheers
T

 

[XOXOXOXOXOX]

Then comes the truth (about the 7 damn lying Sultans)

Guess what happed after I tried to claim: NOTHING !!!

In new chat: YOU ARE NOT ELIGIBLE !!

Did you save a transcript of the second chat? I am wondering what is the reason they said.

I had similar experience with another group but apparently the condition was written in their T&C.
I do too find incompetence of some customer service reps really annoying.

 

[vinylweatherman]

Did you save a transcript of the second chat? I am wondering what is the reason they said.

I had similar experience with another group but apparently the condition was written in their T&C.
I do too find incompetence of some customer service reps really annoying.

Since this was a PERSONAL invite to the player, since the email had his account number, FL should honour the deal. It is THEIR responsibilty to check a player is eligible BEFORE sending what is a PERSONAL invite. This, after all, is one of the expected standards for an accredited casino. PERSONAL invites to a player MUST be honoured provided the player complies with the sequence and validity dates specified (for example, deposit and claim within the advertised timeframe). GENERAL promotions are different. If the player finds a promo on the website, or sees it in a forum, THEN the player has a responsibilty to first check whether THEY, specifically, are eligible, such as a sign-up bonus for another casino in the group if they already have taken the SUB at one.

 

[AussieDave]

Since this was a PERSONAL invite to the player

Say's who?

Have you seen the original mailer? All I see is copied and pasted words

Then there's the typo in the chat session.
FL like most casinos use scripted responses when giving instructions to a player to claim a bonus. Both via chat and email.

Given: Then you will click on claim bonus and emter your account number and promotion code 7s100match

And still no response from poser to the questions:

did you contact the FL rep here? If not why not?

Call me a doubting Thomas but I think before others start giving FL the curry stick a few more answers need to be forth coming.

Cheers
T

 

[vinylweatherman]

Say's who?

Have you seen the original mailer? All I see is copied and pasted words

Then there's the typo in the chat session.
FL like most casinos use scripted responses when giving instructions to a player to claim a bonus. Both via chat and email.




And still no response from poser to the questions:



Call me a doubting Thomas but I think before others start giving FL the curry stick a few more answers need to be forth coming.

Cheers
T

What I mean by "personal invite" is "not spam".

Hi Ulrich,

Did you have a great time with your 50 on-the-house cash boost? Theres still more to come: you can now claim your 100 Percent First Deposit Match offer, where you can claim up to 100* on the house for a grand total of 200. Its easy to do: simply make your first purchase at the casino and this offer is as good as yours.

Remember, your account number is 7sr21xxxxxx.

Addressed by name, and asks about first part of offer. Reminder of account number included.
This is how a mailer from a casino will look.

Chat sometimes have scripted answers, but will often type it out in their own words. There have been many postings of chat sessions where the operatives have made minor errors of spelling, but seem to be attempting to answer the question, even if getting it wrong. Scripted replies often bear no relation to the question asked, even if grammatically correct.

Since the OP has not just joined and complained, I have to assume they have given as true an account as they can, and have not simply constructed a chat to make FL look bad.

Certainly, contacting the rep and/or a PAB would be worth going for if the OP has exhausted the internal procedures. This is probably a standard offer from 7 Sultans, so it should be possible to see if there might be anything more to this issue than meets the eye.

From the website - the rules for this offer:-

Terms and Conditions
7Sultans 50 Free No deposit required

The 7Sultans 50 Free offer is applicable to first time Real players on the 7Sultans Casino only.
Only new Real accounts opened at 7Sultans Casino who opt-in to the 50 Free promotion will be eligible for 50 Free access.
On registration of a Real account, players will be eligible to access the 50 Free promotion which will be allocated 50 worth of casino credits.
The initial 50 worth of casino credits cannot be transferred from the 50 Free promotion (only winnings are transferable).
To qualify to transfer any winnings you make, you need to make bets to the value of 50 on slots.
A minimum deposit of 20 is required in the player's Real account before winnings from the 50 Free promotion can be transferred to the Bonus account.
Maximum winnings of 50 may be transferred into the Bonus account of the players Real account.
The 50 Free promotion must be activated within 7 days of the Real account being registered.
If any winnings are made while participating in the 50 Free promotion, these must be claimed within 7 days. The ability to transfer these winnings will automatically be closed at the end of these 7 days. All outstanding credits will be forfeited at this point.
All winnings transferred to a Real account will be subject to standard play-through requirements.
If you attempt to withdraw any winnings before fulfilling all the play-through requirements of the welcome bonus, you will forfeit your cash winnings and Bonus Balance.
In the interest of avoiding any confusion related to transferring winnings, please be certain to read the play-through requirements contained in the Promotional Terms & Conditions.



100% Deposit Match Offer


To qualify for this offer, only players who have no winnings to transfer after 50 Free promotion and who make a minimum 20 deposit are eligible.
Players who are eligible qualify for a 100% deposit match on a deposit up to 100 free (resulting in 100 free bonus).
Deposit match sign up bonus, as well as any other bonus on the first deposit (e.g. if the deposit is made on an alternate payment method to a credit card), must be claimed within 3 days of the players first deposit.
If you attempt to withdraw any winnings before fulfilling all the play-through requirements of the welcome bonus, you will forfeit your cash winnings and Bonus Balance.
In the interest of avoiding any confusion related to the bonus offer, please be certain to read the play-through requirements contained in the Promotional Terms & Conditions.

A point to note is "only players who have no winnings to transfer after 50 Free promotion" get to have the 100% to 100 bonus after having the free 50.

Consequently, if winnings WERE transferred, then even if lost, there is no further eligibilty for the 100% SUB. If CS said otherwise, they were wrong.

Looking at the email posted by Poser, it is one clearly designed for the situation of claiming the 50, but failing to make any winnings, and thus there IS an eligibility for the subsequent 100% bonus.

This is quite a complicated offer, and things may have gone wrong somewhere. CS often cannot even get the simple things right.

The pertinent question for poser is:-

Did you achieve a profit from your free 50, and make a transfer into the main casino bonus balance, but then lose it all?

 

[winbig]

I think this is a simple case of an automated mail being sent out after a player has taken them up for the "free" 50 offer, and doesn't/isn't able to check and see if that player actually transferred any winnings over from it.

I would say that FL should be held to dishing out the SUB as well, but it's clearly outlined in the T&C that you're not eligible to receive it if you transfer winnings over. So what if a CSR was wrong in stating that the player was eligible when if fact they weren't? The bottom line here is that a CSR's statements do not override the terms of any promotion. It's ultimately up to the player to check and double check the terms of the promotion before jumping in.

If you'll notice, the entire email wasn't pasted:

Did you have a great time with your 50 on-the-house cash boost? Theres still more to come: you can now claim your 100 Percent First Deposit Match offer, where you can claim up to 100*

Notice the * ? Clearly there were terms listed in the email, but the OP failed to post them...or at the very least, they included a link to the T&C for that particular promotion.

 

[vinylweatherman]

I think this is a simple case of an automated mail being sent out after a player has taken them up for the "free" 50 offer, and doesn't/isn't able to check and see if that player actually transferred any winnings over from it.

I would say that FL should be held to dishing out the SUB as well, but it's clearly outlined in the T&C that you're not eligible to receive it if you transfer winnings over. So what if a CSR was wrong in stating that the player was eligible when if fact they weren't? The bottom line here is that a CSR's statements do not override the terms of any promotion. It's ultimately up to the player to check and double check the terms of the promotion before jumping in.

If you'll notice, the entire email wasn't pasted:



Notice the * ? Clearly there were terms listed in the email, but the OP failed to post them...or at the very least, they included a link to the T&C for that particular promotion.

This is the usual fare then, incompetent CS and misleading "headliners". It says "There IS more to come", but should have been "there MAY BE more to come". Further incompetence by their promotions team has lead to them perhaps being too lazy to construct two separate mailers, one for players who DO transfer winnings, and one for those who DON'T. To say "can't be done" is bull$h1t.
Thanks to this, FL now have a negative issue being aired publically, which would never have happened if all parts of their systems, automated and CS, had seamlessly worked together. They are not the only casino operation to make such blunders, it is all to common.
Seeing a * next to something does not always mean there is more to come. I have often seen this * - but buggered if I can find the "counter *" with the small print ANYWHERE. In this one, it could simply be that "up to 100" is qualified by "for a deposit of 100 credits".

It is not all that straightforward to find the terms on the website. A visitor is lead by the nose to the download page, where they enter their email address, and trigger the download. At this point, they are then taken to the installer application, which ONLY has the general terms for use of the MGS software, so as far as the player is concerned, they have 50 free, which does indeed show up once they enter their new account. Next would come that mailer, which is wrong when winnings are transferred, and this leads the player feeling "ripped off".

The designers of casino websites are too keen to get the player to download right away, and this often leads them to skip the various terms and conditions, and take the "headliner" at face value, which is often presented without all the iffs & buts contained in the terms.

 

[Jasminebed]

I would say that FL should be held to dishing out the SUB as well, but it's clearly outlined in the T&C that you're not eligible to receive it if you transfer winnings over. So what if a CSR was wrong in stating that the player was eligible when if fact they weren't? The bottom line here is that a CSR's statements do not override the terms of any promotion. It's ultimately up to the player to check and double check the terms of the promotion before jumping in.

Chances are if the companies own CSR's cannot read and interpret T&C's correctly, it is unreasonable for a player to be expected to do so. The CSR acts as an agent for the company, and the casino should adhere to the terms as explained by the CSR. Contacting support is meant to check and double check the terms. If agents are making many mistakes, it is a flaw on the part of management, with either poorly written T&Cs, or poorly trained CSRs. Individual CSRs who make too many mistakes the casino needs to adhere to should be relieved of their posts, if they are the only ones making mistakes.

As far as "lying" goes...there is considerable difference between "lying" and being mistaken. But the casino should honour what CS told the customer. After all, what are they offering? A 100 per cent match bonus with playthrough restrictions? An offer casinos routinely extend?

 

[poser]

Sorry for the delay.

Yes, I PM the casino contact here. No answer. The only thing is, suddenly I got 20 � bonus on another FL account (info per mail).

I wont run after those 50 bucks. It's just to let you know, what this casino group is doing here.

Remember, I DID ASK for confirm, even though it was a personal invite.

And if it is not directly from them, EVEN WORSE, they give out my account number to any spammer in the world. THX FL.

But he CONFIRMED !!! WHY ????? He was actually looking for that mail, I had to wait for it 5 min.

2from 2nd chat:
.....
Craig: I see that you have already received the sign up bonus on 7 Sultans casino. The bonus was allocated on the 3.1.2007.
Craig: Unfortunately, I will not be able to re add the bonus again.
poser: just 20 min ago, I talked to a support man here and he was stating:
poser: Poser, you will be eligible to the 100% match as you already played in the 50 free and you claimed your winnings
poser: poser: ok, so I can get the 100 % ?
poser: Given: After you make a deposit you will go to www.7sultans.eu
.....

 

[poser]

Why did I say "lying" here ?

It is, because this kind of mail->chat "mistake"->ineligible thing is becoming more and more these days.

Had this at least 3 times at other groups. And how often do I get mails or letters from big groups, offering me "First deposit bonus" on my name and my account number. But I dont ask for it, because I know it's just a trick.

But here, the mail mentioned the 50 free I got and said I could now get the first deposit (that I hadn't got because I won on 50 free).

Seems, that more and more casinos do "whatever it takes" to get people to open their casino soft again and deposit, including lying at players.

For example, Bellrock group writes me a letter (paper letter) every 6 months including my Name and account number, offering me a first deposit, which I already got....

 

[jas2587]

Sorry for the delay.

Yes, I PM the casino contact here. No answer. The only thing is, suddenly I got 20 � bonus on another FL account (info per mail).

I wont run after those 50 bucks. It's just to let you know, what this casino group is doing here.

Remember, I DID ASK for confirm, even though it was a personal invite.

And if it is not directly from them, EVEN WORSE, they give out my account number to any spammer in the world. THX FL.

But he CONFIRMED !!! WHY ????? He was actually looking for that mail, I had to wait for it 5 min.

2from 2nd chat:
.....
Craig: I see that you have already received the sign up bonus on 7 Sultans casino. The bonus was allocated on the 3.1.2007.
Craig: Unfortunately I will not be able to re add the bonus again.
poser: just 20 min ago, I talked to a support man here and he was stating:
poser: Poser, you will be eligible to the 100% match as you already played in the 50 free and you claimed your winnings
poser: poser: ok, so I can get the 100 % ?
poser: Given: After you make a deposit you will go to www.7sultans.eu
.....

im sorry but it looks like you have only posted part of the chat
it makes no sense to me at all

Good Luck
Cindy

 

[fortunelounge]

Hi Poser

Please PM me your account details.

Regards

Wim
VP operations
Fortune Lounge Group

 

[fortunelounge]

Hi poser

No need to send your account details. I have picked it up from the "Visitor Messages" section.

I will reply to your posting shortly.

Regards

Wim
VP Operations
Fortune Lounge Group

 

[fortunelounge]

Hi poser

The information given to you by Craig is clearly incorrect and you did qualify for the 100% purchase match bonus at the time. I have addressed the issue with him and I apologise for this.

Your account has now been credited with the 100% purchase match.

Regards

Wim
VP Operations
Fortune Lounge Group

 

[Casinomeister]

Thanks Wim! Much appreciated.

@poser
There was really no need to fly off the handle in public like you did. Accusing the casino of cheating, lying, posting chat transcripts, etc., is really unnecessary. So the casino made a mistake - they admitted the mistake and fixed it. Your rant could have gotten somebody fired - which is pretty uncool in my book. I hope that things are brought into better perspective here - you're bitching about free money.

Next time try to use a bit more tact, okay?

 

[poser]

Thx for the help of you. And thx to the casino that they made the bonus available now.

But I had chats after it and asked why it was like it was. I PMed here to the Rep a.s.o.

In fact, I was getting no answer. If he at least had said that the other one made a mistake, but no.

Of cos one can make mistakes. And if it was really only a mistake, it would be no big deal.

But believe it or not, I had soooo many of those chats, saying yes yes yes to all and everything. And after the deposit, all is changed. SOOOO many. Most of them related to bonus pop ups (mostly Playtechs, ala "If you deposit 200$ or more in the next 10 min you get 100%...") or Emails (with my name and acc no.) or pers. letters (mostly MGs).

It just feels as there was a system behind it and this feels bad.