Bonus Complaint Can't get no Bonus outta CasinoRewards

Kevanski1

Newbie member
PABaccred
PABnonaccred
Joined
May 7, 2005
Location
Eastern Ontario, Canada
I have played my funds at Grand Mondial for several years, but since they joined or were taken over by CasinoRewards, bonus retrieval has gotten complicated. CasinoRewards has a common bonus system whereby you can accumulate bonus points over many platforms into one bonus account. The problem seems to occur when you attempt to access your bonus on a platform that you haven't used in a while. Then you are denied your bonus on all platforms and there doesn't seem to be any recourse. Your favorite platform keeps advising you that you have a bonus, but you cannot access it. I am trying to reach someone to resolve the issue, but so far, no luck. As CasinoMeister says, Proceed with caution.
Am I the only one encountering this problem?
 

chayton

aka LooHoo
webmeister
PABnonaccred
CAG
Joined
Jun 5, 2006
Location
Edmonton Canada
Sorry but locking up bonuses and comps is an extremely common complaint with CR casinos. People who know the group better will chime in here with more info I'm sure. I suppose you can try contacting the rep, but I'm not sure it would do any good.

EDIT: I'm sure they used to have a rep here, but can't seem to find one now.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
They have a policy of not having player reps here, but there is a rep for the affiliate side (Renee) who can forward issues to the player side.

The problem may be one of integration. The common rewards pool links via email address, so will not work properly if you have differing email addresses for different casinos. This has probably been made worse by Grand Mondial not starting out as CR, and where you may have used a different email address than CR itself, or other casinos that became CR after being taken over.

What is the message you get when attempting to redeem the points?

These is a specific message that appears if it is a case of you being locked out from bonuses, but if the email addresses are not the same, you will find you have more than one rewards account, and thus are unable to fully use the "any casino" redeem option. This might be why you can't take your points in a casino you have not used for a while.

You can access the rewards account from ANY casino, and you do not have to have the bonus placed in the casino you have logged into if it is an "any casino" redemption.

If you are not specifically bonus blocked, your next move should be to ensure you have the same email address at all CR casinos. This should get your casinos properly linked to a single pool. You may need CS help in sorting this out.

I have not had this problem because I have always used my Neteller email address for casinos, because if I don't I would have trouble depositing and withdrawing via Neteller. This meant that when Grand Mondial moved over to CR, it was automatically linked properly into my rewards account.

I have a feeling this issue came up at the time, and it was also advised that it was due to having different email addresses at the different casinos.

CS really should be more helpful over this, however this may now be an issue that needs escalating to a higher team, and CS are not doing this so you are left with no help on the matter.
 

Temperance Fox

New Member
PABnononaccred
Joined
Aug 22, 2010
Location
Nowhere
Sorry but locking up bonuses and comps is an extremely common complaint with CR casinos. People who know the group better will chime in here with more info I'm sure. I suppose you can try contacting the rep, but I'm not sure it would do any good.

EDIT: I'm sure they used to have a rep here, but can't seem to find one now.

I have many comps there, they say I can't have them , cause I won about 3000 and casino "can't have a passive balance" with me . At that time I wrote and contact live chat: only waste my time, so I don't play there anymore.
More simple that drinking a glass of water.
 

anonymo

Newbie member
Joined
Aug 16, 2012
Location
Sweden
Same problem here..

My wife has the same problem on her CR account. We have played at several of their casinos. Ofcource accepting new player bonuses. Won on some, lost on some. No problems to cashout. But they have this rewards riches where you win comppoints in a lottery. We won about $160 on these.
Then when we were to claim it for bonuscash, a message pops up that

"We regret to inform you that your use of promotional chips has been temporarily suspended.

Unfortunately, due to promotional abuse in the past, the casino has been forced to take precautionary steps to ensure that players do not take advantage of promotional offers without ever risking their own funds.

Since when did signup-bonuses that require a deposit become not risking own funds?? And also this lottery has nothin to do with the bonus. This was free tickets given in the lottery. We've spoken to live chat several times and noone can answer how much or how many times we need to deposit again. They say it's an automated process which they cannot inerfear with. We tried to deposit several times after this, but still, it's locked.

From what I see with other player experiences, I think you should put them on a roughlist for not paying out bonuses and having a faked rewards program where you cannot redeem your winnings in the lottery.

We even contactaed kawnahake gaming comission, but they said they cannot do aything because CR has their T&C to lean on and they also said CR had answered that it works on some kind of algritm.

I strongly also believe that they are lying when they state that they cannot interfera with the process.

Would be nice to hear if more ppl had the same experiences.
 

MAW3Y

Dormant account
Joined
Aug 4, 2012
Location
Manchester
"We regret to inform you that your use of promotional chips has been temporarily suspended.

Unfortunately, due to promotional abuse in the past, the casino has been forced to take precautionary steps to ensure that players do not take advantage of promotional offers without ever risking their own funds.


I've had that before, when I contacted the live chat they said that I have recieved more bonuses in (£) than I have deposited in (£). I had to deposit around £20.00 at the time before the system would allow me to claim my bonuses again. (Although I have stopped playing there as their bonus offers got poor)
 

anonymo

Newbie member
Joined
Aug 16, 2012
Location
Sweden
Probably the same for us..

I' thinking it's the same thing for us, though they won't tell me how much we need to deposit.
And we made several deposits of arround 20 euro, still don't get the bonus money...
And anyway I think it's bad practice. It's just a way for them to create a loosing situation for the player??!
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
I think the Kahnawake reply is bullshit - very disappointing. The algorithm does not form part of the terms, so should not be an excuse to deny bonus points already awarded prior to the ban, which is how their system works. They are also guilty of misleading marketing if they continue to send personal invites related to deposits when they have no intention of giving them.

To use the terms excuse, they should be able to specify the exact violation, and the exact remedial action the player needs to take.

They are also eCogra sealholders, so a second complaint can be made.

This is why they are "proceed with caution". Unless you are VIP and make significant deposits, they WILL give you second class treatment.

They also have this locking of the rewards account when you simply win overall, yet this is not specified in the terms, and has nothing to do with "bonus abuse".

This "deposit an unspecified amount to have your rewards unlocked" is bullshit designed to claw back some of what they have paid out. Many players have deposited considerable sums, but never had their rewards unlocked, and when having asked, are just told to keep depositing and be patient.

NOT depositing actually seems to work better, as a couple of months of you playing elsewhere seems to result in the rewards being quietly unlocked.

So, don't deposit a cent for a few months, and then attempt to redeem the points. Every time you uninstall their casinos, use the "why are you leaving" form to tell them why they have lost you.

They changed their tune with me after they found out how much of a high roller they had missed out on by being too quick to lock my rewards account after a single lucky run on my second deposit. It resulted in them begging ME to "unlock my Neteller account and start allowing them to redeem deposits again":p
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
I think the Kahnawake reply is bullshit - very disappointing. The algorithm does not form part of the terms, so should not be an excuse to deny bonus points already awarded prior to the ban, which is how their system works. They are also guilty of misleading marketing if they continue to send personal invites related to deposits when they have no intention of giving them.

To use the terms excuse, they should be able to specify the exact violation, and the exact remedial action the player needs to take.

They are also eCogra sealholders, so a second complaint can be made.

This is why they are "proceed with caution". Unless you are VIP and make significant deposits, they WILL give you second class treatment.

They also have this locking of the rewards account when you simply win overall, yet this is not specified in the terms, and has nothing to do with "bonus abuse".

This "deposit an unspecified amount to have your rewards unlocked" is bullshit designed to claw back some of what they have paid out. Many players have deposited considerable sums, but never had their rewards unlocked, and when having asked, are just told to keep depositing and be patient.

NOT depositing actually seems to work better, as a couple of months of you playing elsewhere seems to result in the rewards being quietly unlocked.

So, don't deposit a cent for a few months, and then attempt to redeem the points. Every time you uninstall their casinos, use the "why are you leaving" form to tell them why they have lost you.

They changed their tune with me after they found out how much of a high roller they had missed out on by being too quick to lock my rewards account after a single lucky run on my second deposit. It resulted in them begging ME to "unlock my Neteller account and start allowing them to redeem deposits again":p

Whoa....hold on.

Are you a high roller? I don't think you've ever mentioned that before.....

Just as well you buy those underpants with lots of room at the front :p
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Whoa....hold on.

Are you a high roller? I don't think you've ever mentioned that before.....

Just as well you buy those underpants with lots of room at the front :p

It proves that some players ARE deliberately given second class treatment outside of any official VIP program or loyalty ladder.

Right, just off to deposit a fat wad at Challenge casino and play the fruities:p
 

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