- Joined
- Sep 20, 2005
- Location
- Left Hungary
Grande Vegas had a bonus special and I decided to take it. It was a 100% for a $75 deposit. I claimed it and only received 50%. I found out that there was a bonus in my account already claimed for 50%. (Casinos should really have these unused claimed bonuses expire in the system after 24 hours).
I went to live chat, asked them to correct this oversight and remove the 50% and replace it with the 100%. They did this.
Here is where the problem starts. I started playing Dream Run and was up to 3-4 bonus hits when a window popped up and said I lost my bonus round chance because I went below $1 dollar. I was surprised because I had over 70 dollars still showing...so I stopped playing and went back to live chat to ask why my chances were removed and they said because I asked for the bonus to be placed manually AFTER my deposit and it was not combined as playing funds with my original deposit!!!!!!
I mean WTH???? I have never head such a thing. Then they proceeded to tell my that because the bonus was manually entered the funds were NOT combined by the agent in queston...then another, and another and another story...Not once would they replenish my funds to the begonning balance of when I started to allow me to play the game as I should have been able to. I told them they effectively stole $80 dollars and 3-4 bonus round chance hits I had sitting in my account to play the bonus round because of something the customer service rep did NOT do.
They then booted me while waiting for the CS to check again, and I could not copy the chat in the beginning, but did get the rest.
I will NEVER EVER recommend this casno for this lousy kind of customer service....I was pretty much told, to bad, to sad, move on..we got your money, your bonus chances and you got nothing...
I went to live chat, asked them to correct this oversight and remove the 50% and replace it with the 100%. They did this.
Here is where the problem starts. I started playing Dream Run and was up to 3-4 bonus hits when a window popped up and said I lost my bonus round chance because I went below $1 dollar. I was surprised because I had over 70 dollars still showing...so I stopped playing and went back to live chat to ask why my chances were removed and they said because I asked for the bonus to be placed manually AFTER my deposit and it was not combined as playing funds with my original deposit!!!!!!
I mean WTH???? I have never head such a thing. Then they proceeded to tell my that because the bonus was manually entered the funds were NOT combined by the agent in queston...then another, and another and another story...Not once would they replenish my funds to the begonning balance of when I started to allow me to play the game as I should have been able to. I told them they effectively stole $80 dollars and 3-4 bonus round chance hits I had sitting in my account to play the bonus round because of something the customer service rep did NOT do.
They then booted me while waiting for the CS to check again, and I could not copy the chat in the beginning, but did get the rest.
I will NEVER EVER recommend this casno for this lousy kind of customer service....I was pretty much told, to bad, to sad, move on..we got your money, your bonus chances and you got nothing...
Please wait for a site operator to respond.
You are now chatting with 'Richard'
silcnlayc: I was booted I was talking with another agent
Richard: I apologize for the disconnection.
silcnlayc: she is trying to rectify stolen funds from my account during game play
Richard: Please hold for 2 minutes while I look into your query.
Richard: Thank you for holding.
silcnlayc: yes?
Richard: I will be transferring you to Monelle.
Please wait while I transfer the chat to 'Monelle'.
You are not currently in a chat session.
You are not currently in a chat session.
You are now chatting with 'Monelle'
silcnlayc: ty
Monelle: Hello .
Monelle: Thank you for your patience.
silcnlayc: hello
Monelle: Reviewed your account based on your request with my co-worker and your account was updated correctly.
silcnlayc: then why did I get the pop up saying my bonus rounds were removed because of going under a dollar balnce when I had over 70 dollars still in my account?
Monelle: You originally redeemed the code WAGNER on your deposit of $77 then requested that it be removed and bonus code HEROES260514 be redeemed.
silcnlayc: yes
silcnlayc: the first bonus was redeemed a few days ago and I did not realize it was there
silcnlayc: which was notused..it should have been expired and not sit there like that when not used
Monelle: When a deposit is made we ask that the code be requested before the deposit so that the system can update your account with both the deposit and the bonus.
silcnlayc: I KNOW this
silcnlayc: I play at all your sister casinos
silcnlayc: what I fail to understand is why a code will sit in an account when not redeemed??
Monelle: Once you redeem a bonus with your deposit, both becomes one bonus balance, once the bonus is removed, your entire balance will then be removed and then updated back to your original deposit amount.
Monelle: That is the reason you were informed of the insufficient funds.
silcnlayc: so you are telling me I just lost my bonus rounds and my money
Monelle: Once you redeem a code, the code will remain in your account until it is redeem, you ask to have it removed or it was canceled by a another bonus.
silcnlayc: because the funds were not placed in my account as a whole
Monelle: it is recommended that you always verify if there is already a code in your account before making a deposit.
silcnlayc: absolute rippoff