terrellk11
Dormant account
- Joined
- Jul 26, 2006
- Location
- Massachusetts
On August 8, 2006, I opened an account at Amber Coast Casino after seeing that they had a non-cashable first deposit bonus of 100% up to $200 which is supposed to be credited to your account instantly after depositing. The deposit bonus is prominently advertised on their website and is identical in terms to the summary given on Casino Bonus Pages.
After opening an account, I made a $200 deposit using Neteller. It did not take long to realize that the bonus had not been credited to my account. I tried logging out and then back in to see if that worked, but still no bonus so I clicked the Live Support button to ask what was happening. While the window opened, no one answered despite me leaving it open for more than 10 minutes. After that failed I called their Toll Free Support number and the call wouldn't go through despite several attempts.
At this point, I was getting both frustrated and concerned that I'd just flushed my $200 down the tubes. I sent them an email explaining the problem:
The following day, in response to my complaint, I received the following email:
For the life of me, I can't figure out why they would possibly need me to send them a screenshot of the bonus I was claiming when it is prominently advertised on their website in several different locations. Nevertheless, I took the screenshot and sent it in as an attachment to another email on August 9, the same date they requested that I do so.
While the email with the screenshot was received (they send an automated message informing you of such details), the casino failed to respond in any way for five days. During that time, I tried contacting them several times using both their Live Support Chat feature and their telephone number, neither of which functioned. After not hearing from them for five days, I sent the following email to them on August 14:
While they had ignored previousl complaints for up to five day, oddly enough they responded to this one almost immediately:
Note that the message references being from Carnival Casino on several occasions despite the fact that the account at issue was opened at Amber Coast Casino.
To the extent I thought this might mean that the matter would soon be resolved, I was sadly mistaken. As of this afternoon, no bonus had been credited to the account and no correspondence was received from the company. You can therefore imagine my surprise and frustration when I received an email from them inviting me to take advantage of other offers at the casino. I responded with a reference to my earlier complaint and again attempted to contact their Live Support help. This time, I was finally connected with someone and I asked why my account had not been credited with the deposit bonus advertised on their website. I was informed that the CS representative didn't have access to that information and was given a phone number to call, which led to a dead number.
I went to the website again and called their main support number. After being placed on hold several times and spoken to rudely throughout the process, I was informed that the bonus would be credtied to my account in a few minutes. I waited 10 minutes and logged in to find that a bonus had been credited to my account. However, it was not the bonus advertised or that I had requested in the email. Instead of getting a $200 bonus, I was credited with a $25 bonus, which they subsequently doubled to $50 because I am apparently a "VIP".
When I sent an email complaining that this was not the bonus advertised on their website, this was the response:
I have sent yet another email to them about this, complaining that the bonus they are giving me (nine days late no less) is not the bonus their website advertises and I attached the screenshot showing the offer of 100% up to $200 again. While I don't have the technical skills to figure out how to post the screenshot here for your viewing pleasure, I don't need to since you can all just look at their website and see the bonus advertised there.
I thought it worth pointing this out to others out there as this casino is not honoring the terms advertised on the website. First they refused to credit any bonus, then they credited me with a $25 bonus (1/8 the value they advertised) after nine days of complaints. They then "generously" doubled that to 1/4 the amount that is supposed to be given.
Beware.
After opening an account, I made a $200 deposit using Neteller. It did not take long to realize that the bonus had not been credited to my account. I tried logging out and then back in to see if that worked, but still no bonus so I clicked the Live Support button to ask what was happening. While the window opened, no one answered despite me leaving it open for more than 10 minutes. After that failed I called their Toll Free Support number and the call wouldn't go through despite several attempts.
At this point, I was getting both frustrated and concerned that I'd just flushed my $200 down the tubes. I sent them an email explaining the problem:
The following day, in response to my complaint, I received the following email:
For the life of me, I can't figure out why they would possibly need me to send them a screenshot of the bonus I was claiming when it is prominently advertised on their website in several different locations. Nevertheless, I took the screenshot and sent it in as an attachment to another email on August 9, the same date they requested that I do so.
While the email with the screenshot was received (they send an automated message informing you of such details), the casino failed to respond in any way for five days. During that time, I tried contacting them several times using both their Live Support Chat feature and their telephone number, neither of which functioned. After not hearing from them for five days, I sent the following email to them on August 14:
While they had ignored previousl complaints for up to five day, oddly enough they responded to this one almost immediately:
Note that the message references being from Carnival Casino on several occasions despite the fact that the account at issue was opened at Amber Coast Casino.
To the extent I thought this might mean that the matter would soon be resolved, I was sadly mistaken. As of this afternoon, no bonus had been credited to the account and no correspondence was received from the company. You can therefore imagine my surprise and frustration when I received an email from them inviting me to take advantage of other offers at the casino. I responded with a reference to my earlier complaint and again attempted to contact their Live Support help. This time, I was finally connected with someone and I asked why my account had not been credited with the deposit bonus advertised on their website. I was informed that the CS representative didn't have access to that information and was given a phone number to call, which led to a dead number.
I went to the website again and called their main support number. After being placed on hold several times and spoken to rudely throughout the process, I was informed that the bonus would be credtied to my account in a few minutes. I waited 10 minutes and logged in to find that a bonus had been credited to my account. However, it was not the bonus advertised or that I had requested in the email. Instead of getting a $200 bonus, I was credited with a $25 bonus, which they subsequently doubled to $50 because I am apparently a "VIP".
When I sent an email complaining that this was not the bonus advertised on their website, this was the response:
I have sent yet another email to them about this, complaining that the bonus they are giving me (nine days late no less) is not the bonus their website advertises and I attached the screenshot showing the offer of 100% up to $200 again. While I don't have the technical skills to figure out how to post the screenshot here for your viewing pleasure, I don't need to since you can all just look at their website and see the bonus advertised there.
I thought it worth pointing this out to others out there as this casino is not honoring the terms advertised on the website. First they refused to credit any bonus, then they credited me with a $25 bonus (1/8 the value they advertised) after nine days of complaints. They then "generously" doubled that to 1/4 the amount that is supposed to be given.
Beware.
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