Annoying casino staff

[thelawnet]

So frustrating dealing with casino staff.

Reef Club have a signup bonus 150 bonus for 150 deposit, and then you can get an extra 150 if you complete certain wagering within 90 days, so it's advertised as 200%.

So I go to deposit 150, and it pops up up '
Receive an additional BONUS for increasing your deposit amount. '

And there are then a list of choices:

'Continue with my original deposit amount.
Deposit an additional £50.00 and receive an extra £50.00 bonus.
Deposit an additional £100.00 and receive an extra £100.00 bonus.
Deposit an additional £150.00 and receive an extra £150.00 bonus. '

I check this with the support, and she says yes

"Brenda: yes that is correct

Brenda: just at it says it in the cashier "

So I deposit 300 and get only 150, so go to complain.

you: ok so I have only received 150 bonus

you: what is going on?

Brenda: Initial Amount: 100% up to 150

Brenda: Pending: 100% up to 150

Brenda: Pending given after a you wager 5 points per $1 of the pending bonus within 90 days of the first deposit

you: ok so where is the extra bonus????????????????

you: I was told to deposit more for extra bonus

you: but there is no extra bonus

you: where is the extra 150 I was promised?????

Brenda: It will be given

Brenda: Simply play a bit and you will see wen it is added to your account

you: a bit?!?

you: what does that mean?

Brenda: Pending given after a you wager 5 points per $1 of the pending bonus within 90 days of the first deposit

you: yes I know about the pending bonus

you: right here it explains

you:

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

you: 200% up to 300

you: 150 when you make your deposit

Brenda: ok that's it

you: and 150 after you get the comp points

you: but the cashier said Deposit an additional £150.00 and receive an extra £150.00 bonus.

you: so where is that bonus???????

Brenda: the total deposit is 300

you: yes that's right

you: so I should be getting 450 bonus

you: 300 now

you: and 150 later

Brenda: how much was the initial deposit amount 150?

you: I deposited 300

you: I was going to deposit 150

you: but it said you deposit 150 more, you get an extra 150 bonus

you: so I deposited 300 instead

Brenda: but remember the bonus is 200% up to 300

you: yes but it said deposit an extra 150 to get an extra 150 bonus

you: 300 + 150 = 450

you: where is the missing 150 bonus???

Brenda: You were going to deposit 150

you: I was

you: but the cashier said deposit an extra 150 and you will get extra 150 bonus

Brenda: One moment please........


This process takes over 30 minutes.....

Looooooong pause


Brenda: Thank you for holding.

Brenda: I will credit an additional 50 right now

you: 50?

you: 150

Brenda: That cannot be done sorry and no more than 50 cannot be authorized at the moment

you: ok so when do I get the remaining 100?



Brenda: you will receive the rest of the bonus when the wagering is completed

you: no, I was promised an extra 150

you: I'm not going to play at all unless I receive it

you: no, I was promised an extra 150



Brenda: You see the bonus is 200% up to 300

you: right plus I was offered an EXTRA

you: EXTRA 150

you: so either I can withdraw MY extra 150

you: or you can give me the extra 150 I promised

you: or I will just withdraw the whole 300

you: any of those will be fine

you: I really don't mind

you: but I'm not depositing300, having been told I would get an extra 150

Brenda: Ok no problem

you: and then not get it

you: so which should I do?

you: shall I withdraw 150?

you: or will that cancel the bonus?

Brenda: yes the bonus will be canceled

you: ok so I just withdraw 300 then

you: right?

Brenda: Ok if that's what you desire


Over an hour to do this, I then go and check the cashier, it says '£1.75 withdrawal fee'.

So I withdraw 300 and it says 'you will lose your bonus if you withdraw, you can withdraw up to 150 and keep your bonus'

So I withdraw 150 and then lose the 300 playing blackjack.

Now have to wait for reverse withdrawal period, ID, blah blah blah.

 

[chuchu59]

It seems that you and Brenda are living in different worlds. You were obviously talking about the extra 100% on your second deposit after being prompted by the popup whereas she seems to be continuously talking about the remaining 100% bonus on the first deposit. The casino made thew promo confusing with the popup so even their support staff may not have understood. While its annoying I wouldnt attach too much blame on Brenda and believe this is the result of a badly-structured promo. The 100% should have been given on a second deposit after completion of wrs on the first deposit and certainly after awarding the second part of the 200% bonus. In writing the above even I am getting confused so spare a thought for these poor support staff.

 

[Balthazar]

"Brenda" was obviously only aware of the 200% bonus and not aware of the extra 100% popup (which appears to be a bug). I think she was more annoyed than annoying, especially when she agreed that you could just go ahead and cash out your whole $300 deposit.