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Bonus problem Golden Lounge

Discussion in 'Online Casinos' started by riva, Jul 16, 2012.

    Jul 16, 2012
  1. riva

    riva Full Member

    Occupation:
    train driver
    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: Jul 16, 2012
  2. Jul 16, 2012
  3. Tirilej

    Tirilej Still a Lady CAG MM

    Occupation:
    Breathing
    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.
     
  4. Jul 16, 2012
  5. rainmaker

    rainmaker I'm not a penguin CAG webmeister

    Occupation:
    -
    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 :)


    Bonus problem Golden Lounge: GoldenL.jpg,Jul 16, 2012
     
    2 people like this.
  6. Jul 16, 2012
  7. Tirilej

    Tirilej Still a Lady CAG MM

    Occupation:
    Breathing
    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;)
     
    1 person likes this.
  8. Jul 16, 2012
  9. riva

    riva Full Member

    Occupation:
    train driver
    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
     
  10. Jul 17, 2012
  11. riva

    riva Full Member

    Occupation:
    train driver
    Location:
    Europe
    An update on this: I just contacted livechat again , because according the terms on

    You must register/login in order to see the link. , 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.
     
    1 person likes this.
  12. Jul 17, 2012
  13. rainmaker

    rainmaker I'm not a penguin CAG webmeister

    Occupation:
    -
    Location:
    -

    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
     
  14. Jul 17, 2012
  15. Mark_32Red

    Mark_32Red Affiliate Manager for Accredited Casinos

    Occupation:
    Head of Marketing
    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
     
    2 people like this.
  16. Jul 17, 2012
  17. riva

    riva Full Member

    Occupation:
    train driver
    Location:
    Europe
    thanks Mark for clearing this up :thumbsup:
     
  18. Jul 18, 2012
  19. nikantw

    nikantw Ueber Meister MM PABaccred

    Occupation:
    A bit of this and that
    Location:
    EU
    Same with me..... so happy! :thumbsup:
     

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