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Bonus Complaint All bonuses denied

Discussion in 'Casino Complaints - Bonus Issues' started by elaina333, Jun 14, 2016.

    Jun 14, 2016
  1. elaina333

    elaina333 Full Member PABnoaccred

    calif usa
    Hi all,
    I do not know if I am doing this in the right fashion, as I have not posted here. I am mostly a happy camper! :)
    I received an email from Karolina (CW) and was informed I will no longer receive any promotional bonuses.
    I went to deposit and find only a 35% continual bonus with a 30%playthrough.
    I have played at CW for almost 10 years, and according to their assessment considered a VIP player. I play every day
    and deposit hundreds. I always use the best deposit bonus, biggest for my buck!
    Well, my feelings are hurt that I am now being treated as my loyalty all these years has meant nothing and instead of
    encouraging me to play, they are not offering the same incentives to me they offer to other players.
    I ask why, and was told it came from the finance dept. What does that mean? Did I win too much, cash out too often?
    Isn't that the option of gambling, to try to win while having a good time?
    They did not tell me a reason, how to rectify the issue or a time frame for this action.
    This is a good casino, and I have never had any issues with customer service, or payment. I am just so dismayed by this
    treatment, and want a legit explanation why???????
    Have anyone gone through this experience?
    I realize bonuses are a perk and not an obligation, I just want the same as other players are afforded. You offer a bonus on
    face book I want to be able to use it too. I just want to know what happened after 10 years of daily play to cause this to happen!!
  2. Jun 14, 2016
  3. gagamel

    gagamel Professional smurf hunter MM

    Care Manager
    Welcome to the club.

    CWC ban everyone who had a win with a bonus. I will never play there again.

    1 person likes this.
  4. Jun 14, 2016
  5. Deanna

    Deanna Senior Member

    I don't know, that seems odd. I have played there for years and have won multiple "large" JP's, including the Naughty or Nice for 20k, Return of the Rudolph, etc. and I ALWAYS used a bonus. Of course, maybe it's because I played back more than I actually cashed out but I still think that's odd. I've definitely had my fair share of good cash outs and have never worried about being bonus banned.
  6. Jun 14, 2016
  7. gagamel

    gagamel Professional smurf hunter MM

    Care Manager
    I paid in 500 and won 600 and was banned from any bonuses. Then I lost 1000 in one session and I`m banned, no chance to get a bonus. Maybe you are a little more lucky :):):)
  8. Jun 14, 2016
  9. Deanna

    Deanna Senior Member

    Or maybe it's because I make 10-15 $35 deposits with bonuses over the course of a day instead of 1 $500 deposit with a bonus. Who knows? I'm sorry to hear that though. I love bonuses but I think it's because what I love about gaming is the "challenge of the chase". At least I must love the chase because I always "chase" myself back down to Zero $$. Ha.
    1 person likes this.
  10. Jun 14, 2016
  11. gagamel

    gagamel Professional smurf hunter MM

    Care Manager
    As far as you are in the winning zone CWC will kick you out of the bonus zone.

    I like RTG and because of their bad behaviour I play now other RTG casinos. Of course without bonus.
  12. Jun 14, 2016
  13. EbeeDog

    EbeeDog Senior Member MM

    Akron OH
    20k huh? How long ago? ;);) :p
    1 person likes this.
  14. Jun 14, 2016
  15. crackbacks

    crackbacks Dormant account

    Im in the exact same boat, finally had a good run at CW, then they took away my comps & won't allow me bonuses of any kind. No explanation no nothing. Hate to stop playing there but taking away "sticky" bonuses which have a rollover anyways seems crazy to me.
    1 person likes this.
  16. Jun 15, 2016
  17. Deanna

    Deanna Senior Member

    I think November 2014? Or 13? Hence my avatar :)
    1 person likes this.
  18. Jun 15, 2016
  19. shannyls

    shannyls Experienced Member

    Midwest, USA
    Yes, welcome to the club. Longtime CW group customer. Always used bonuses...in fact some of them are structured to use multiple times over a certain period. I won twice playing on bonuses in one month and then was bonus banned....
  20. Oct 31, 2016
  21. rydersmom

    rydersmom Dormant account

    Same thing just happened to me at slotastic. I have been depositing for a long time, I get the cash back, withdrew a few time, in a huge losing streak noe. Deposited 3800.00 this month. Yes I get the 25% cash back, but I tried to redeem the 13 free spins for Halloween and it was denied. I called and spoke with kerri, a supervisor, and was told I had to keep depositing more to be eligible for no deposit bonus??????? I asked her isnto 3800 enough, and I was told no, that isn't alot, wtf?????? Makes you feel very unappreciated
  22. Oct 31, 2016
  23. adamtheaddict

    adamtheaddict Meister Member

    ''I asked her isnto 3800 enough, and I was told no, that isn't alot, wtf
    ?????? Makes you feel very unappreciated ''

    Would have closed my account right there and then(as long as it's not EveryMatrix software :rolleyes:). 13 free spins? you deposited more in a month than i normally would in 6 months across all casino's that i haunt on a regular basis.
  24. Oct 31, 2016
  25. lockinlove

    lockinlove Staring into the sun PABaccred

    I work :D
    I dont know if this is a new thing from them but I heard people on twitch saying they were bonus banned too.

    They already run a tight ship, now the greed is really flowing.
  26. Oct 31, 2016
  27. petro

    petro Dormant account, per user request PABnoaccred2 PABaccred

    That's nothing unusual. There's other casino groups who limit winning players or players who take too many bonuses.
    They make it no secret that the way to get the bonuses back is to make non-bonus deposits.

    OP said: I realize bonuses are a perk and not an obligation
    I question that myself. Why should winning players or players who take too many bonuses be excluded?
    It reminds me of racial segregation. It's just not right.
  28. Oct 31, 2016
  29. Deanna

    Deanna Senior Member

    I only usually deposit between $25 and $35, maybe multiple times in a day but I ALWAYS take a bonus. ALWAYS. So far Uptown Aces/Slot haven't banned me, I hope that never happens. But all the years I played at CWC I did the exact same thing and they never bonus banned me. Maybe it's the size of the deposits? I've no clue. I've been talking to myself lately about using bonuses. I think I should try not using any bonus and see how my luck is, even if I'm only playing .20 spins on Lucky 6. Quite a few times now I've won over $200 on a .20 spin on that game so - it can happen! And getting the 25% cashback with no max cashout isn't a bad deal either.

    These spiders are driving me bat shit and making my skin crawl.
  30. Oct 31, 2016
  31. rydersmom

    rydersmom Dormant account

    Here is the most recent chat
    Dear customer, your opinion is important to us. Please fill out a short survey at the end of the conversation by clicking on the ‘close’ button.

    Please wait for a site operator to respond.
    You are now chatting with 'Gavin'
    Gavin: Welcome to our live chat service. My name is Gavin; how may I assist you today?
    rydersmom: Can I plz get the Halloween bonus
    rydersmom: Or a Halloween bonus
    Gavin: Is it a particular code you are attempting to redeem?
    rydersmom: No asking for a Halloween bonus
    Gavin: I can certainly check on that for you.
    rydersmom: I have already deposited alot today
    Gavin: Thank you for holding.
    Gavin: I have reviewed your account and your account is not eligible for a bonus at this time, I am seeing that you have already collected your available cashback. Would you like to take advantage of a match bonus on your next deposit?
    rydersmom: No
    rydersmom: This account is not blocked for bonuses
    rydersmom: Please transfer to a supervisor
    Gavin: Sure, Let me look for an available one for you.
    Gavin: Are you able to hold?
    rydersmom: Ok
    Gavin: Thank you for holding.
    Gavin: The sup on shift has stepped out, can you please contact us once more in 1 hour.
    rydersmom: Need to talk to vip
    rydersmom: Didn't think the supervisor would talk to me
    Gavin: Unfortunately your account is not a vip account.
    Gavin: The supervisor can address your concern once they are back in office.
    rydersmom: I was told to talk to vip
    rydersmom: By the supervisor
    Gavin: Thank you and I understand, however as the supervisor is not in at the moment I am unable to transfer you to a vip host. I can attempt to contact them and ask if they can address your concern.
    rydersmom: Yes, as kerri told me to do so
    Gavin: I just saw my the supervisor in passing and she explained to me what happened. She stated she would speak to vip on your behalf to assist you with the status of your account
    rydersmom: So let me talk to her please
    Gavin: She's still on break, Would you be able to contact us again in 35 mins?
    Gavin: She should be back in by that time
    rydersmom: Is this a joke for Halloween
    Gavin: This is not a joke, she's on break but i saw her in passing and asked her about your account.
    rydersmom: You are saying I can't get a bonus after depositing so much at both casino for Halloween when people who hardly ever deposit get free spins etc
    Gavin: If your account was eligible it would have been credited with a no deposit bonus.
    rydersmom: No one will answer how my account is not eligible
    rydersmom: Are you telling me that my jackpot capital account is now no longer eligible for bonuses now too
    Gavin: I did not state that, I stated that it's not eligible for a bonus at this time.
    rydersmom: Ok but others are getting no deposit bonus who never deposit, does this sound fair to you
    rydersmom: 3800 of deposit this month and I am told I can't get 13 free spins, 3800 isn't a big amount to deposit
    Gavin: When a member makes a deposit that does not make them eligible for a no deposit bonus. We encourage members that would require a bonus to use a deposit bonus coupon to enhance their gameplay. If a member requests a bonus after every deposit we would encourage them to use a deposit bonus code instead. But for member's that don't use a code their deposits would be eligible for a cashback which is considered a bonus as well.
    rydersmom: I am talking a Halloween bonus
    rydersmom: A tiny bonus for Halloween
    Gavin: I would like to credit your account with a tiny bonus, however I am unable too as it's not eligible for one at this time.
    rydersmom: Did you get new management
    Gavin: No we did not
    rydersmom: This is the absolute worst respect of customer loyalty I have ever seen
    rydersmom: It's like you would rather lose a customer who spends thousands a month for a measly 13 spins
    Gavin: No we would rather not loose you as a customer over 13 spins
    rydersmom: It appears that way
    Gavin: I am sure once my supervisor as reviewed your account an amicable way will result
    rydersmom: And basically I was told to keep depositing the way I have been, keep in mind I deposited 3800.00 this month, and maybe after a few weeks she will look at my account, that is total bs
    Gavin: I am unable to speed up or slow down a process as that is a decision by upper management
    rydersmom: I know it is not you, but to loose a customer over this is unreal
    rydersmom: And kerri could give a crap less, shows me where your loyalty stands, does she have a boss
    Gavin: Yes she does, but once you contact her then you can ask to speak to someone higher if the situation is not resolved
    rydersmom: She wouldn't let me
    rydersmom: She said no
    rydersmom: She was probably the rudest person I have ever spoken to there
    Gavin: I cannto go over my supervisor's head, that is blatant disrespect and unethical
    Gavin: I do apologize for that.
    rydersmom: And you can't give me a higher person
    Gavin: unfortunately I am not able too
    rydersmom: And so there us no one else but her in charge and she has the authority to not give me her bosses name
    rydersmom: So apparently she couldn't give a shit about me or helping me so therefore I just won't play here anymore
    Gavin: Don't say that, I am hoping it did not come across that way earlier
    rydersmom: So you can tell her boss that because she was so very rude, it just cost your company my accounts
    rydersmom: Because apparently I can't talk to anyone myself
    rydersmom: Sucks too cause I liked playing here
    rydersmom: Amazing overy 13 free spins for Halloween
    Gavin: Going to her boss is the same as going over her head, Not so?
    rydersmom: Maybe if you did, you could be the one who saves an account
    rydersmom: Where is charming
    Gavin: Also we are not loosing you over 13 spins, keep in mind that bonuses accumulated during a monthly period (not inclusive of cashback) is taken into consideration when a member asks for a bonus
    rydersmom: Charmaina
    rydersmom: Please look at my slotastic account, tell me what you see
    rydersmom: I get the cash back and gave been blocked for other bonuses
    rydersmom: That's where the 13 free spins are
    Gavin: Charmina will be on shift later
    rydersmom: What time
    rydersmom: She is a supervisor correct
    Gavin: correct
    Gavin: I would say try at 6. I am unsure if she will be here before that
    Gavin: Are we still collected?
    rydersmom: Yes
    Gavin: Can I assist you any further?
    rydersmom: Does kerri want to change her mind
    Gavin: in terms of?
    rydersmom: Before I leave
    rydersmom: A bonus in either account
    Gavin: Would you prefer Charmina to revie wyour account?
    rydersmom: She isn't there
    Gavin: Not seeing here
    Gavin: I can forward a message to Charmina for you
    rydersmom: But she isn't in, correct, so nothing will be looked at til she gets in
    Gavin: I am not seeing her since she passed by.
    Gavin: Not sure if there is a meeting or anything So I cannto say
    Gavin: cannot
    rydersmom: No I mean charmaina
    Gavin: Thank you for waiting. I'll be with you in just a moment.
    Gavin: Correct, she's not in yet.
    You are not currently in a chat session.

    Just not nice in my opinion
  32. Oct 31, 2016
  33. Deanna

    Deanna Senior Member

    Ok. I don't mean to sound rude to you but honestly? I didn't feel you were the one who was very nice. They do have rules they have to abide by, I'm sure. Otherwise the CS would be handing out bonuses all over. And I understand that. It worries me that you are so upset over 13 spins and that it meant that much to you. That makes me wonder if you bet the farm and are feeling desperate. Honestly, I'm not trying to judge at all...I just feel you were more harsh during the conversation than was necessary. And it appears you are impatient with having someone review your account later. Sometimes we don't get immediate gratification, no matter how badly we want it. (or need it)
  34. Oct 31, 2016
  35. petro

    petro Dormant account, per user request PABnoaccred2 PABaccred

    Made for a good read, I liked it. :D
    From everything I read it sounded like the guy was given the run-around by the casino.
  36. Nov 1, 2016
  37. rydersmom

    rydersmom Dormant account

    Definitely was having a bad day yesterday, my apologies to gavin and slotastic, they are a good casino and do like them. Kerri had me so fired up when on phone with her. She was extremely rude. My point was, after depositing so very much in a month. How can they decide to take you off bonus list and tell you 3800 is not alot and deposit more and, her words, maybe I will look at your account in a few weeks. Thought that was bad c.s. all in all I do like playing there and 90% of the people there are nice, just think maybe they should rethink their policy

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