Bonus problem Golden Lounge

riva

Full Member
Joined
Apr 6, 2012
Location
Europe
Hi,

Had a little problem at golden lounge casino, and would like to have some opinions on this.

Normally I make all my deposits at 32red, but because of the monthly 100% match bonus at golden lounge, I usually make 1 deposit a month there.
The problem is, I made a small deposit of 10 € (because I don't have a lot of money to spend right now) and I thought I would receive my 100 % match bonus for my first deposit of the month, but it wasn't credited automatically. (normally i get it instantly)
So I contacted customer service throught the livechat, but Theresa from CS refused to credit the bonus, because I only deposited 10, and according to her, I should deposit 25€ in order to receive the 100% deposit bonus.

It must say, I was a little bit surprised, because it wasn't the first time I deposited only 10 € to receive the 100 % bonus for your first deposit of the month. Normally, I receive the other 10 (the bonus) instantly, so it's a bit strange to me, especially because I've never experienced any problems with any of the 32red casinos, and they're my number 1 casino group.

Theresa also gave me the link to the bonus terms of golden lounge, but I can't find anything in their terms about a minimum deposit of 25 € to receive the bonus.

It would be nice to have some opinions on this
 
Last edited:

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
You are right! In their mails it usually says $10 to $25.
I find a mail from them and this was the words:

Simply deposit 10 or more and we'll match it up to 25 chips.

I don't know if they have changed it the last month or so. I couldn't find my last mail from them and the one I copy from is a few month old.
 

rainmaker

I'm not a penguin
Joined
Dec 28, 2010
Location
-
.

Hello :D

I checked T&C for "the monthly deposit match- 100%" at Golden Lounge and it says:

Claiming the bonus is easy, there is no need to contact us or use complicated claim forms. Simply deposit £/$/€25 or more into your account and we will instantly credit you with £/$/€25 in free chips - it's that easy!


But yes, this specific rule should probably have been listed under "Terms and Conditions" together with the other rules and not above them :)


GoldenL.jpg
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
Thank you neighbour:thumbsup:

Either they have just changed their rules or they are different sometimes.
I do have mails where it says lowest is $10.

Problem solved;)
 

riva

Full Member
Joined
Apr 6, 2012
Location
Europe
They must have changed something... Just checked my transaction history and I received the bonus before , on a deposit of 10.

Anyway, thanks for your replies
 

riva

Full Member
Joined
Apr 6, 2012
Location
Europe
An update on this: I just contacted livechat again , because according the terms on

You do not have permission to view link Log in or register now.
, the bonus is also valid on deposits of 10 €, like it used to be in the past

Alison from the CS checked everythinig for me and she couldn't say for sure either if the match bonus is also valid for deposits of 10.

Anyway, she was so friendly to add the bonus for me, so thanks Alison for being so nice and for your good customer support.
 

rainmaker

I'm not a penguin
Joined
Dec 28, 2010
Location
-
An update on this: I just contacted livechat again , because according the terms on

You do not have permission to view link Log in or register now.
, the bonus is also valid on deposits of 10 €, like it used to be in the past

Alison from the CS checked everythinig for me and she couldn't say for sure either if the match bonus is also valid for deposits of 10.

Anyway, she was so friendly to add the bonus for me, so thanks Alison for being so nice and for your good customer support.


That is great :thumbsup:

Yes, looks like there are some conflicting information there. Although I think that a specific set of T&C for a certain promotion will in most cases "overrule" general T&C. But they should probably make this a bit clearer as the address on your link says "monthly-match-terms" while the rules you are redirected to look like a set of general T&C for any promotion.

Most general T&C should contain something like "unless otherwise specified in a specific promotional terms and conditions".

Anyway, glad you got the bonus :D
 

Mark_32Red (retired acct)

Dormant account
Joined
May 23, 2008
Location
32Red Marketing Dpt
Hi All,

Firstly, thanks to Rainmaker for pointing this thread out to me, I missed it for some reason. :notworthy

Apologies for the confusion regarding the monthly match at Golden Lounge, I can confirm that the current promotion is a 'Deposit 25 Get 25' and not '100% Up to 25' as some previous promotions have been. The 'General Bonus Terms' are meant to be just that, General, to cover all promotions - I have updated the page to make it clearer that this is the case.

We hope you like the changes we've made to the Golden Lounge site, we've actually got some more improvements on the way, which we hope you'll enjoy. The new site and addition of Live Dealer is just the start. :)

Keep your eyes peeled!

Cheers
Mark
 
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