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7 Sultans casino - problem solved

Discussion in 'Casino Complaints - Bonus Issues' started by poser, Mar 26, 2009.

    Mar 26, 2009
  1. poser

    poser Experienced Member

    Occupation:
    Student
    Location:
    Hamburg
    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 This email is not visible to you.
    Given: Can I please have the account number?
    ME: 7sr2xxxxxxx
    ME: From: 7sultans <7Sultans@daysofgoodfortune.net>
    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 You must register/login in order to see the link.
    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)
     
  2. Mar 26, 2009
  3. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    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.
     
  4. Mar 26, 2009
  5. AussieDave

    AussieDave Dodgy whacko backstabber

    Occupation:
    Gaming SEO Specialist & Casino Webmaster
    Location:
    Australia
    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 :rolleyes:

    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
    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
     
    2 people like this.
  6. Mar 28, 2009
  7. XOXOXOXOXOX

    XOXOXOXOXOX Let em spin... PABaccred

    Occupation:
    Software developer
    Location:
    O Canada!
    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.
     
  8. Mar 28, 2009
  9. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    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.
     
    1 person likes this.
  10. Mar 29, 2009
  11. AussieDave

    AussieDave Dodgy whacko backstabber

    Occupation:
    Gaming SEO Specialist & Casino Webmaster
    Location:
    Australia
    Say's who?

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

    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
     
  12. Mar 29, 2009
  13. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    What I mean by "personal invite" is "not spam".

    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:-

    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?
     
  14. Mar 29, 2009
  15. winbig

    winbig Keep winning this amount.

    Occupation:
    Bum
    Location:
    Pennsylvania
    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.
     
  16. Mar 29, 2009
  17. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    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.
     
  18. Mar 30, 2009
  19. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    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?
     
  20. Apr 1, 2009
  21. poser

    poser Experienced Member

    Occupation:
    Student
    Location:
    Hamburg
    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 You must register/login in order to see the link.
    .....
     
    Last edited by a moderator: Jul 13, 2012
  22. Apr 1, 2009
  23. poser

    poser Experienced Member

    Occupation:
    Student
    Location:
    Hamburg
    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....
     
  24. Apr 1, 2009
  25. jas2587

    jas2587 Ueber Meister

    Occupation:
    none
    Location:
    FL
    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
     
  26. Apr 1, 2009
  27. fortunelounge

    fortunelounge I-Gaming Industry Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    Hi Poser

    Please PM me your account details.

    Regards

    Wim
    VP operations
    Fortune Lounge Group
     
    2 people like this.
  28. Apr 1, 2009
  29. fortunelounge

    fortunelounge I-Gaming Industry Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    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
     
    4 people like this.
  30. Apr 2, 2009
  31. fortunelounge

    fortunelounge I-Gaming Industry Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    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
     
    5 people like this.
  32. Apr 2, 2009
  33. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    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?
     
    3 people like this.
  34. Apr 3, 2009
  35. poser

    poser Experienced Member

    Occupation:
    Student
    Location:
    Hamburg
    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.
     

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