Bonus Complaint Aladdins Gold Welcome Bonus Issue

[mer3801]

Aladdins Gold has a welcome bonus that's being advertised as 200% deposit match bonus for the first 7 days, in which the 7 days starts the first day of your first deposit. I made my first deposit on September 4th, and made several deposits. I then made a deposit today, and went to live chat to request the bonus be added to my account, and was told that it has a 3x limit. Huh? I copied the text from my email,

"WOW! Fabulous 7 Days unlimited Welcome Bonus!
Deposit a minimum of $21 *Limited time offer*
To get unlimited 200% up to $2000 huge bonus to play Slots, Keno & Scratch Cards.
If you prefer other games ..."

And was told, "I'm sorry, the website hasn't been updated." Wow.. that's even worse. Still advertising on the website. So I told her, "no, this is from my email." She said she was sorry, but she could offer me a 100% match instead. I wasn't very happy, mainly because of the sudden change of promotional terms, and requested a refund. She was able to get the refund approved, and I should receive it within 28 business days - depending on my bank.

Is this common practice? Or oversight? This was extremely disappointing since CWG has such high ratings.

 

[bigjohn]

Do yourself a favor, contact the CM rep for CWC here; https://www.casinomeister.com/forums/members/8317/, send her a PM detailing your problem and see if she can straighten it out for you.

If you don't get any satisfaction you can use the PAB service offered here; https://www.casinomeister.com/forums/help/pab-rules/ and let the PAB manager, Max, have a look at it for you.

You have brought your problem to light but these things are best handled through more official channels.

 

[BMWSTACK]

It is still showing on website 200% for 7 days. Use the bonus as many times you like during the 7 days.

 

[Perc]

Did you win/withdraw on any of those deposits? I've seen a few posts here over the last few years where they've cut people off from that bonus after a win.

 

[mer3801]

No, I didn't make any withdrawals. I just requested the bonus be applied to my account, as I did on Friday. Yes, I know it says unlimited times, but support says it shouldn't be on there because the bonus is no longer valid.

I'll contact the rep. Just frustrating because now I have the funds sitting in their casino, waiting for them to kick it back to me. All I wanted was the darn bonus. Blah.

 

[anniemac]

Yep, "200% on every deposit for 7 days" exact quote from the home page of the website.

 

[vinylweatherman]

The failure to update the website constitutes misleading advertising. However, they did agree to give a refund, so in a legal sense, they have given sufficient redress to the customer they have mislead.

This is just sloppy on their part. The marketing team decide to change something, but no one on website maintenance got the memo, or did but failed to act on it.

It should have been properly coordinated, and everything put in place ready to go live on an agreed changeover date.

Now it appears to be a limit of 3x the offer.

Another sensible alternative would have been unlimited until you win and withdraw, which is in practice, what was being done, but not properly reflected in the offer pages.

To avoid embarrassment, the management should have issued a waiver allowing claims for this original offer for as long as the information was still being displayed on the website, as otherwise they could be losing players who find out they have been conned by a misleading advertisement only on their 4th deposit.

 

[clubworld]

Hi mer3801,

Could you please PM me your user name so I can check what's happened? I didn't receive any message from you yet.

Kind Regards,
Karolina

 

[clubworld]

Hi mer3801,

The Aladdins Gold Welcome offer is still redeemable unlimited times in 7 days, unfortunately due to bonus abuse we now have to review all accounts after 3 deposits.

This is a very recent change and it appears you have been given conflicting information by the customer support team, who have seen the welcome coupon is now only redeemable 3 times.

You have already been contacted to make good the 200% welcome offer on your last deposit.

I am very sorry about this and will be working with customer support to ensure it does not happen again.

Kind Regards,
Karolina

 

[vinylweatherman]

Hi mer3801,

The Aladdins Gold Welcome offer is still redeemable unlimited times in 7 days, unfortunately due to bonus abuse we now have to review all accounts after 3 deposits.

This is a very recent change and it appears you have been given conflicting information by the customer support team, who have seen the welcome coupon is now only redeemable 3 times.

You have already been contacted to make good the 200% welcome offer on your last deposit.

I am very sorry about this and will be working with customer support to ensure it does not happen again.

Kind Regards,
Karolina

What about just making it unlimited until a customer manages to make WR and withdraw?

If you are cutting some people off due to an undocumented account review after 3 deposits, there are going to be further incidents like this.

You could also make it a rule that further "bites" after the first deposits depend on a code emailed to the player, and if a player seems to be up to no good, don't send the email right away, or at all.

 

[maphesto]

I might be wrong but I have a feeling that another player a while back got bonus banned during this promotion. I that case I think the answer was that casinos have the right to decline a player certain promotions at any time even if it was a seven day long deal.

Am I wrong or did this happen? This could have been a year ago, or two? A month? You see, my memory isn't what it used to be.

If it happened it isn't a recent change.

 

[clubworld]

Hi vinylweatherman,

Thanks for the suggestion we always welcome new ideas.

We are not just cutting customers off, the account is reviewed after 3 deposits. Dependent on a number of factors a decision is made to continue to make the unlimited 200% welcome offer available.

This is covered by our T&Cs:

19. All bonuses, coupons and promotional offers are subject to status, please see AGC casino lobby for currently available promotions.

Kind Regards,
Karolina

 

[maphesto]

I found the thread about a similar case, it's only FOUR years old :

https://www.casinomeister.com/forums/threads/greasemonkey-vs-club-worlds-alladins-gold.38840/

When the OP in this thread requested his withdrawal my cashier team reviewed the account and saw that he was participating in a playing strategy that we deemed abusive. As such they processed the withdrawal and restricted any further bonuses.

Regards
Tom (nowadays iNetBet EURO, added by maphesto)

This means that before, the review came if someone won, now it comes after three days.

 

[vinylweatherman]

Hi vinylweatherman,

Thanks for the suggestion we always welcome new ideas.

We are not just cutting customers off, the account is reviewed after 3 deposits. Dependent on a number of factors a decision is made to continue to make the unlimited 200% welcome offer available.

This is covered by our T&Cs:

19. All bonuses, coupons and promotional offers are subject to status, please see AGC casino lobby for currently available promotions.

Kind Regards,
Karolina

The problem with that provision is that it's vague. New players don't really have a "status" as such, they are new to the casino! They see the bold advertisement, and expect the casino to deliver, so when they get cut off, they feel they have been slighted.

It would be better to lower the expectations so that players are not pulled in by the too-good-to-be-true "unlimited" aspect, but are given the expectation that they can perhaps have three attempts, but that further attempts are by invite. This means you end up giving more than a new player expected, rather than taking from them something that has been promised.

The problem with this offer is that by being unlimited, there are so many ways to beat it, and thus it's easy for ordinary players to look like they are trying to milk the offer with only three sessions to look at.


An advantage player would realise that "unlimited" means they should make small deposits, and often, till they hit big. However, a player that generally only makes small deposits could find themselves cut off after the third loss in a row, and feel "ripped off" because they were singled out for a ban, yet had LOST!

I do recall a thread where one player got banned after 3 days because he had managed to win and withdraw. The complaint was that the terms did not say that a win voided the rest of the offer, and so he was expecting another 4 days worth of trying to get a second win.

 

[chuchu59]

Hi vinylweatherman,

Thanks for the suggestion we always welcome new ideas.

We are not just cutting customers off, the account is reviewed after 3 deposits. Dependent on a number of factors a decision is made to continue to make the unlimited 200% welcome offer available.

This is covered by our T&Cs:

19. All bonuses, coupons and promotional offers are subject to status, please see AGC casino lobby for currently available promotions.

Kind Regards,
Karolina

You are free to do as you wish but this must be communicated to the player right from the beginning. A player believes he has unlimited opportunities within the first 7 days to come good with 200% bonuses but is arbitrarily cut off. If a player understands he might only have 3 shots at a 200% bonus he may not have deposited at all or played different games. Why don't you simply tell the player he/she may have the account reviewed after 3 deposits and only upon the outcome of the review will it be decided whether there are 200% bonuses for the remainder of the 7-day period. I do believe the promo is misleading and certainly dishonest.

There is also the possibility of the 200% bonus being awarded before the conclusion of the review say on the 4th or 5th deposits. I trust that even if your review deems it necessary not to award the player further 200% bonuses you will still honour winnings derived from the bonuses.

 

[SlotsLover]

more terms

after reading this thread, I decided to read the terms and conditions of this bonus for myself. (

You do not have permission to view link Log in or register now.

) What exactly does this rule mean?

*The Bonus Chips Claimed During This Promotion Are Cumulative And Will Be Removed From Any Associated Cashouts

Does this mean if one does 10 $100 deposits and cashes out on the 10th, $2000 (10 x $200 bonuses) gets removed from the balance? So, in this case, on the 10th deposit, player needs to get balance up to $2100 to get even?

 

[mer3801]

I apologize for not updating sooner. I have 3 little ones that keep me busy. I was contacted with apologies, and they did in fact uphold the bonus. I'm thankful for the active casino representatives in this forum. I by no means meant to give any bad light to the casino, but I wanted to know if this is something that happens often.

As far as how I would've liked it to be handled initially, would have been for live support to have given the 200%. By seeing that I hadn't been trying to get it for my 10th day, should be sufficient until management is able to review it. I don't know whether or not your live support is in house or not, but from what I see 9/10 times is that the right hand doesn't know what the left is doing. (Not this casino in particular.. Most of them though).

Anyway, thank you again for your prompt attention, and I appreciate what was done. I'm satisfied with the outcome of my situation. Have a good evening

 

[mer3801]

To add, live support told me that the bonus was no longer valid, and it shouldn't be on the website. (Not word for word, sorry, I'm on mobile) There just needs to be consistency in what's going on. I would have still been upset had I been told that even though its not on the terms of the bonus that it would be reviewed after 3 days in order to receive it for the full 7. However, it's specifically advertised as "UNLIMITED 200% match on all deposits for 7 days. 7 Days starts the day of your first deposit."

Ok. Goodnight.

I found the thread about a similar case, it's only FOUR years old :

https://www.casinomeister.com/forums/threads/greasemonkey-vs-club-worlds-alladins-gold.38840/



This means that before, the review came if someone won, now it comes after three days.

 

[maphesto]

It's exactly as the previous issue, 4 years old. Casino see it as a new promotion every time you deposit (even if it's VERY misleading, a bad marketing tactic) and players see it as one promotion.

The bad thing is that the casino can decline a promotion for a player at any time they want, even if they promised something from the beginning.

Did the casino learn something four years ago? No, they didn't. And why, you may ask? Because new players keep coming there and a lot of US members on this forum still vote with their XXX and play there even if they don't live up to what they promised.

Yes, they lie on their website.