yesterday I received an email from roxy palace, welcoming me as a member of their 'players club' with 2 deposit bonus offers, one for 100% and the second for 50%.
So today i logged on to my account, made a deposit, and found only 25% had been added, so i went to live chat
You are now chatting with Jessica
Jessica: Hi, how can I help you today?
Me: I received this email yesterday :-
Hello Brian
We would like to take time to welcome you as a Member of the Players Club at the UK's leading online casino, Roxy Palace. Just for joining the Players Club, you are entitled to special privileges including:
· Up to €500 in monthly bonuses
· Extra bonus points
· Access to the latest games
To get you off to a good start, we would like to offer you 2 enticing welcome deposit bonuses.
For the next 7 days, you can unlock up to £300
Offer 1: 100% Match Deposit Up to £150
Offer 2: 50% Match Deposit Up to £150
I couldn't find how to claim the bonuses listed so made a deposit, assuming that the bonus would be added automatically.
A bonus was added but only 25%
Jessica: Ok, please provide me with your contact number and date of birth.
Me: XXXXXXXXXXXXXXXXXXXXXXXXXXX
Jessica: Thanks for that info Brian, please give me a few minutes.
Jessica: Brian you have some duplicate accounts and you can only have one account. hence why the confussion.
Jessica: You will receive the bonus on your most active account and on your side, account: xxxxxxxxxxxxxxxxxxxx is not the most active one and that's the casino you have used to log in at the moment.
Jessica: The bonus you are talking about is for account: yyyyyyyyyyyyyyyy
Me: it never mentioned that in the email, and i wasn't aware i had more than one account
Me: has one of the accounts been opened after a transfer from somewhere else, due to the new uk regulations?
Jessica: The multiple accounts is not our error Brian, its due to the migration, so we will be dealing with that.
Jessica: So you have nothing to worry about, we handling the problem.
Me: my problem now is i've made a deposit expecting 100% bonus and only got 25%, and i don't really want to make another deposit to another account, i didn;t know i had
Jessica: Please give me a few minutes.
Jessica: Brian, we are sill in the process of adding all our players to the relevant groups due to the migration, so can you please give it a couple of hours, in order for us to determine what needs to be done.
Jessica: I can however give you 10 free spins in the meantime.
Me: sorry. but if i take 10 free spins, any winnings will just add to the wagering i may need to complete for the 25% bonus, if nothing can be done to sort it
Jessica: Ok, you can take the 25% wagering requirements then Brian.
Jessica: We do aplogise for the inconvenience.
Jessica: Anything else I can assist you with?
Me: but i don't want a 25% bonus or 10 free spins, I'd like the 100%, which was offered, or the bonus removed and the deposit returned to my neteller account
Me: I can wait a couple of hours if necassary
Jessica: Ok, thanks for your patience, please give it a couple of hours.
Why can't they wait until everything's sorted out before emailing offers, and why can't they at least quote the account name in the email and mention that it's a new account, migrated from who knows where.
I just assumed my account had been upgraded for some reason
So today i logged on to my account, made a deposit, and found only 25% had been added, so i went to live chat
You are now chatting with Jessica
Jessica: Hi, how can I help you today?
Me: I received this email yesterday :-
Hello Brian
We would like to take time to welcome you as a Member of the Players Club at the UK's leading online casino, Roxy Palace. Just for joining the Players Club, you are entitled to special privileges including:
· Up to €500 in monthly bonuses
· Extra bonus points
· Access to the latest games
To get you off to a good start, we would like to offer you 2 enticing welcome deposit bonuses.
For the next 7 days, you can unlock up to £300
Offer 1: 100% Match Deposit Up to £150
Offer 2: 50% Match Deposit Up to £150
I couldn't find how to claim the bonuses listed so made a deposit, assuming that the bonus would be added automatically.
A bonus was added but only 25%
Jessica: Ok, please provide me with your contact number and date of birth.
Me: XXXXXXXXXXXXXXXXXXXXXXXXXXX
Jessica: Thanks for that info Brian, please give me a few minutes.
Jessica: Brian you have some duplicate accounts and you can only have one account. hence why the confussion.
Jessica: You will receive the bonus on your most active account and on your side, account: xxxxxxxxxxxxxxxxxxxx is not the most active one and that's the casino you have used to log in at the moment.
Jessica: The bonus you are talking about is for account: yyyyyyyyyyyyyyyy
Me: it never mentioned that in the email, and i wasn't aware i had more than one account
Me: has one of the accounts been opened after a transfer from somewhere else, due to the new uk regulations?
Jessica: The multiple accounts is not our error Brian, its due to the migration, so we will be dealing with that.
Jessica: So you have nothing to worry about, we handling the problem.
Me: my problem now is i've made a deposit expecting 100% bonus and only got 25%, and i don't really want to make another deposit to another account, i didn;t know i had
Jessica: Please give me a few minutes.
Jessica: Brian, we are sill in the process of adding all our players to the relevant groups due to the migration, so can you please give it a couple of hours, in order for us to determine what needs to be done.
Jessica: I can however give you 10 free spins in the meantime.
Me: sorry. but if i take 10 free spins, any winnings will just add to the wagering i may need to complete for the 25% bonus, if nothing can be done to sort it
Jessica: Ok, you can take the 25% wagering requirements then Brian.
Jessica: We do aplogise for the inconvenience.
Jessica: Anything else I can assist you with?
Me: but i don't want a 25% bonus or 10 free spins, I'd like the 100%, which was offered, or the bonus removed and the deposit returned to my neteller account
Me: I can wait a couple of hours if necassary
Jessica: Ok, thanks for your patience, please give it a couple of hours.
Why can't they wait until everything's sorted out before emailing offers, and why can't they at least quote the account name in the email and mention that it's a new account, migrated from who knows where.
I just assumed my account had been upgraded for some reason