Harryscasino complete cover up

[coopigeonsnr]

Hi

Could someone give me a second opinion on something please.

I logged into Harryscasino and clicked the bonus that was listed as surprise reload bonus in my messages.
This link was basic but offered a 50% bonus and never mentioned anything about timescales etc and when i clicked play now which was on the bonius link it took me straight to the deposit UI. I deposited and got nothing so before i started playing i got onto livechat who informed me that this could only be taken in the first 5 days of the month. However the link in my messages said nothing of this and again just took me to depositing page.

Here the plot thickens. Simon who was the CS on livechat took a look at the link i posted and then said" he thinks that shouldnt be on the website anymore".However this was the link i followed. Simon said he would pass this on to the relevant department.

This morning i received a simple email saying the bonus needed to be within the first 5 days of the month and that was it . I posted the link that i had posted in the chat and low and behold the CS this morning told me it was a dead link. I clicked it myself to be hit with "oops something has been removed " message (see below)

Outdated URL (Invalid)

This is incredible behaviour i feel. I do not argue that the link they gave me as proof of the bonus says it has to be taken in the first 5 days but the one above is the link i was given in my messages and not the one below

Outdated URL (Invalid)



Here is the piece from last nights Live chat after he clicked the link i sent him which is now dead.

Simon: Ok I see. I don't think this is a offer valid, not sure why it'sstill on the webpage. I will have to pass this on to the relevant department so they can check this for you.
Simon: We will contact you on email once they have looked at it.
robin wilson: is this for real? your saying this shouldnt be on the website? this is why i have deposited
Simon: I completely understand. I certainly understand why you are feeling confused then.
Simon: I will pass this on to the relevant department. Hopefully there is something we can do for you

Needless to say as above the only response i got was BS and a complete fob off.


What do you think

 

[coopigeonsnr]

I have just received this also absolutely stinks

Message (06/30/2014 10:51 AM)
Hi Robin,

Please be advised, that HarryCasino is closing this afternoon and we are rebranding the site with different name and domain. Company behind the site is still the same and accounts/balances and everything else will remain the same. That's why some of the page's are not in use anymore and the whole site will be closed this afternoon.



Best regards,
Laura
Harry Casino Customer Service


EDIT the link has since changed again to the new Mrsmith casino. unbelievable

 

[Blathaon]

Hi

Could someone give me a second opinion on something please.

I logged into Harryscasino and clicked the bonus that was listed as surprise reload bonus in my messages.
This link was basic but offered a 50% bonus and never mentioned anything about timescales etc and when i clicked play now which was on the bonius link it took me straight to the deposit UI. I deposited and got nothing so before i started playing i got onto livechat who informed me that this could only be taken in the first 5 days of the month. However the link in my messages said nothing of this and again just took me to depositing page.

Here the plot thickens. Simon who was the CS on livechat took a look at the link i posted and then said" he thinks that shouldnt be on the website anymore".However this was the link i followed. Simon said he would pass this on to the relevant department.

This morning i received a simple email saying the bonus needed to be within the first 5 days of the month and that was it . I posted the link that i had posted in the chat and low and behold the CS this morning told me it was a dead link. I clicked it myself to be hit with "oops something has been removed " message (see below)

Outdated URL (Invalid)

This is incredible behaviour i feel. I do not argue that the link they gave me as proof of the bonus says it has to be taken in the first 5 days but the one above is the link i was given in my messages and not the one below

Outdated URL (Invalid)



Here is the piece from last nights Live chat after he clicked the link i sent him which is now dead.

Simon: Ok I see. I don't think this is a offer valid, not sure why it'sstill on the webpage. I will have to pass this on to the relevant department so they can check this for you.
Simon: We will contact you on email once they have looked at it.
robin wilson: is this for real? your saying this shouldnt be on the website? this is why i have deposited
Simon: I completely understand. I certainly understand why you are feeling confused then.
Simon: I will pass this on to the relevant department. Hopefully there is something we can do for you

Needless to say as above the only response i got was BS and a complete fob off.


What do you think

I think that in cases like this the best resolution for both the affected player and the casino is always to honour the bonus and then remove the links.
Even though they don't have to do this it's the best thing to do, it's a small price for the casino and the player will be happy.

However i think they did you a favour in this case, the reload bonuses at Harrycasino are terrible, way too high WR.
I love the Betsson group but the bonuses are far better at Betsson and Betsafe. I don't know why all the casinos in the group doesn't have the same bonus terms.

 

[coopigeonsnr]

I think that in cases like this the best resolution for both the affected player and the casino is always to honour the bonus and then remove the links.
Even though they don't have to do this it's the best thing to do, it's a small price for the casino and the player will be happy.

However i think they did you a favour in this case, the reload bonuses at Harrycasino are terrible, way too high WR.
I love the Betsson group but the bonuses are far better at Betsson and Betsafe. I don't know why all the casinos in the group doesn't have the same bonus terms.

I agree however this is now the second time i have been stiffed by Harryscasino as i recently entered the T2 promo and met all the requirement needed to collect on 70 free spins only to receive nothing and be told that i had not the requirements which i clearly had. They were not even hard to get yet harrys simple email you have not qualified was the law.

 

[Jd666]

Just had a text message telling me to log into mrsmith casino using my harry casino login details.

Went to harry casino and its now a redirect to mr smith

 

[Captain Chaos]

They've changed the name from Harry Casino to Mr Smith Casino? I probably wouldn't have bothered myself!

 

[coopigeonsnr]

They've changed the name from Harry Casino to Mr Smith Casino? I probably wouldn't have bothered myself!

lol

quick update but after a quick email explaining i would follow this up with the screenshots , chat logs and self admissions i receieved this from a completely different member of staff.

Message (06/30/2014 01:02 PM)
Hi Robin,



Thank you for getting back to us and provided information!

We are pleased to inform you that relevant department has now added GBP 25,00 on to your account as a gesture of our goodwill since the information is no longer accessible due to our re-branding process. We would like to apologize for the lack of information regarding this bonus.

We will be updating all our offers on our new version of casino shortly.


We wish you a pleasant day!



Best regards,
Martina
Harry Casino Customer Service.

 

[spintee]

lol

quick update but after a quick email explaining i would follow this up with the screenshots , chat logs and self admissions i receieved this from a completely different member of staff.

Message (06/30/2014 01:02 PM)
Hi Robin,



Thank you for getting back to us and provided information!

We are pleased to inform you that relevant department has now added GBP 25,00 on to your account as a gesture of our goodwill since the information is no longer accessible due to our re-branding process. We would like to apologize for the lack of information regarding this bonus.

We will be updating all our offers on our new version of casino shortly.


We wish you a pleasant day!



Best regards,
Martina
Harry Casino Customer Service.

Ive just noticed, Low they changed names there still calling them selfs Harry casino?

 

[SumoVince]

Shambles

I registred at MrSmith casino two days ago not knowing that it used to be Harry Casino (where I registed and played a month ago). I was able to complete the registration with same name, birth date, adress etc. I did use a different email address. I was able to deposit various amounts during that first day. I also received bonusses on all deposits. When I decided to withdraw I had to forfeit everything including the my balance (350 pounds). I was left with nothing.

When I contacted Customer Service it took me 5 emails to finally have them admit Mr SMith used to be Harry and that I had two accounts. Ofcourse they closed the account which held the 350 pounds. What pisses me off is that from email 1 they keep on bullshitting on irrelevant matters. They do not answer straight answers. And most importantly the keep hiding the truth. Why don't they just own up to the fact they have merger issues and I managed to register and deposit even though I wasn't supposed to.

I'm not a bad loser but I feel neglected in my queries and I feel they owe me some sort of compensation. In my opnion it can't be one way traffic: take the money from deposits but don't seek a viable solution.

Any other got similar issues?

Regards,

Sumo

 

[Jd666]

I registred at MrSmith casino two days ago not knowing that it used to be Harry Casino (where I registed and played a month ago). I was able to complete the registration with same name, birth date, adress etc. I did use a different email address. I was able to deposit various amounts during that first day. I also received bonusses on all deposits. When I decided to withdraw I had to forfeit everything including the my balance (350 pounds). I was left with nothing.

When I contacted Customer Service it took me 5 emails to finally have them admit Mr SMith used to be Harry and that I had two accounts. Ofcourse they closed the account which held the 350 pounds. What pisses me off is that from email 1 they keep on bullshitting on irrelevant matters. They do not answer straight answers. And most importantly the keep hiding the truth. Why don't they just own up to the fact they have merger issues and I managed to register and deposit even though I wasn't supposed to.

I'm not a bad loser but I feel neglected in my queries and I feel they owe me some sort of compensation. In my opnion it can't be one way traffic: take the money from deposits but don't seek a viable solution.

Any other got similar issues?

Regards,

Sumo

Did they refund your deposits?

Problem with this casino is that some affiiate sites wont mention that it is Harry casino rebranded.

If they didnt refund your deposits and you signed up from an affiliate site which didnt mention it is Harrys, then i would tell them.

If they did mention it on the website,then i doubt you would get any joy.

Also if you still try to get on Harrys, it tells you it has changed to Mrsmith

 

[rainmaker]

I registred at MrSmith casino two days ago not knowing that it used to be Harry Casino (where I registed and played a month ago).

Harry Casino sent out an e-mail to all players 9 days ago where they clearly state that Harry Casino has been re-branded to Mr Smith Casino (same log in details etc).

If you played at Harry about a month ago, then I assume you have received this message?

 

[rainmaker]

I registred at MrSmith casino two days ago not knowing that it used to be Harry Casino (where I registed and played a month ago).

I forgot to mention that it also clearly states in Mr Smith Casino's bonus rules (in the very first paragraph actually) that players who previously have claimed a welcome bonus at Harry Casino can not claim a new welcome bonus at Mr Smith Casino:

Please note that Harry Casino customers who have previously deposited and/or claimed the bonus in question are not eligible for this offer.

 

[SumoVince]

I forgot to mention that it also clearly states in Mr Smith Casino's bonus rules (in the very first paragraph actually) that players who previously have claimed a welcome bonus at Harry Casino can not claim a new welcome bonus at Mr Smith Casino:

Please note that Harry Casino customers who have previously deposited and/or claimed the bonus in question are not eligible for this offer.

As i was under the assumption that i was signing up for a new casino I saw no reason to check the small print on the bonusses. Good point on the affiliate. Because it did not mention anything about the site change.

 

[vinylweatherman]

Given all the confusion this has caused, why the rebrand in the first place

Players know in general that they can't have more than one account at a particular casino, but changing the name causes confusion as the rebranded casino looks no different to a newly launched casino using the same software. To those players caught out, it looks like deliberate trickery on the part of the operator as there is no obvious reason for the rebrand. In most cases, a rebrand occurs when a casino changes hands, and is often designed to prevent negative PR from the former brand tarnishing the new operator. It is also common practice for players of the former casino to be ALLOWED another shot at the welcome bonus. It's a strategy designed to retain players who might not otherwise carry on playing at the rebranded operation, and retaining carried players is generally cheaper in terms of marketing overheads than drawing in new ones.

Sending an email to former players is unreliable as a means of notification because many such emails end up caught as spam because the industry has failed to address the issue of affiliate related spam, leaving it up to spam filters to be overly draconian when it comes to marking casino related emails as spam.

I have had a number of important emails from casinos sent to spam seemingly at random, even where the content bears no resemblance to the usual affiliate spam mailers.

It is odd that the OP was not informed of the closure and rebranding when they had all that trouble over a supposedly dead link on what turned out to be the last day of operation for Harry's casino.

 

[Tirilej]

Something more is going on, that's for sure, and it seems like everybody didn't like or agreed to this change.
Good or bad...right or wrong, I have no clue
This is from another thread.
https://www.casinomeister.com/forums/threads/harry-casino-now-mrsmith.62958/

 

[vinylweatherman]

Something more is going on, that's for sure, and it seems like everybody didn't like or agreed to this change.
Good or bad...right or wrong, I have no clue
This is from another thread.
https://www.casinomeister.com/forums/threads/harry-casino-now-mrsmith.62958/

Well, that blows a big hole in the story (or should we now say "cover story") that this was merely an odd internal rebranding decision. If the official story is true, why on earth would the affiliate program have a problem with it, let alone one big enough to have them instructing lawyers.

Far from an innocuous rebranding, this looks like a means that has been used to forcefully resolve a dispute with a marketing partner (the affiliate program?), who have been cut loose without compensation as a result, and who are now countering this with possible legal action.

Would this mean that affiliates get caught up in all this, and end up effectively having their players "detagged". They should check their stats closely, as it is highly unlikely that 100% of their players would decide to leave rather than transfer to the new casino.

 

[KasinoKing]

Would this mean that affiliates get caught up in all this, and end up effectively having their players "detagged". They should check their stats closely, as it is highly unlikely that 100% of their players would decide to leave rather than transfer to the new casino.

It shouldn't make any difference.
I don't know exactly how the set up works, but Harry's affiliate side was always handled through Affiliate Lounge (Betsson's program) - and it still is.
I can log in using the exact same details as before and everything is exactly the same except, of course, it now says Mr Smith casino.

I haven't a clue what is going on here, but it's something VERY strange, that's for sure. However, I don't think it's likely to have any detrimental effect on existing players or affiliates.

KK

 

[vinylweatherman]

Well, it's signed "Harry casino team", but surely they are now "Mr Smith casino team", same everything, just a change of name. If so, why the talk of consulting lawyers, legal action, etc. If it's not the affiliate side, nor is the company changing hands, just who is this "Harry casino team" that feels so aggrieved that it is taking legal advice?

Maybe one of them would be prepared to spill the beans

 

[bigjohn]

Hi

Could someone give me a second opinion on something please.

I logged into Harryscasino and clicked the bonus that was listed as surprise reload bonus in my messages.
This link was basic but offered a 50% bonus and never mentioned anything about timescales etc and when i clicked play now which was on the bonius link it took me straight to the deposit UI. I deposited and got nothing so before i started playing i got onto livechat who informed me that this could only be taken in the first 5 days of the month. However the link in my messages said nothing of this and again just took me to depositing page.

Here the plot thickens. Simon who was the CS on livechat took a look at the link i posted and then said" he thinks that shouldnt be on the website anymore".However this was the link i followed. Simon said he would pass this on to the relevant department.

This morning i received a simple email saying the bonus needed to be within the first 5 days of the month and that was it . I posted the link that i had posted in the chat and low and behold the CS this morning told me it was a dead link. I clicked it myself to be hit with "oops something has been removed " message (see below)

Outdated URL (Invalid)

This is incredible behaviour i feel. I do not argue that the link they gave me as proof of the bonus says it has to be taken in the first 5 days but the one above is the link i was given in my messages and not the one below

Outdated URL (Invalid)



Here is the piece from last nights Live chat after he clicked the link i sent him which is now dead.

Simon: Ok I see. I don't think this is a offer valid, not sure why it'sstill on the webpage. I will have to pass this on to the relevant department so they can check this for you.
Simon: We will contact you on email once they have looked at it.
robin wilson: is this for real? your saying this shouldnt be on the website? this is why i have deposited
Simon: I completely understand. I certainly understand why you are feeling confused then.
Simon: I will pass this on to the relevant department. Hopefully there is something we can do for you

Needless to say as above the only response i got was BS and a complete fob off.


What do you think

For some reason this line that I have bolded always makes my blood boil when a business screws something up.

They made you an offer, you accepted it, they then say that offer is not valid but you are the one who is confused? Like you are some doddering OAP'er who doesn't drive looking for his car in the parking lot!

CS people, own up to your own screw ups and stop trying to turn it back onto your customers.

 

[Nifty29]

As i was under the assumption that i was signing up for a new casino I saw no reason to check the small print on the bonusses. Good point on the affiliate. Because it did not mention anything about the site change.

Errmmm....WTF?

It's EXACTLY when you SHOULD have read the fine print.

Geez. Sometimes I think I've seen it all, and then someone comes along and surprises me.

 

[KasinoKing]

Well, it's signed "Harry casino team", but surely they are now "Mr Smith casino team", same everything, just a change of name. If so, why the talk of consulting lawyers, legal action, etc. If it's not the affiliate side, nor is the company changing hands, just who is this "Harry casino team" that feels so aggrieved that it is taking legal advice?

Maybe one of them would be prepared to spill the beans

No it's not just a change of name.
IFAIK: Harry was a white label. The owners of that white label (i.e. casino managers and affiliate team) were NOT part of Betsson.
What has effectively happened is that Betsson have given this outside team the boot and taken over running the casino themselves. As "Harry Casino" was presumably copyrighted, Betsson had no choice but to change the name.
What we don't know is exactly WHY the two parties fell out.

KK

 

[dunover]

No it's not just a change of name.
IFAIK: Harry was a white label. The owners of that white label (i.e. casino managers and affiliate team) were NOT part of Betsson.
What has effectively happened is that Betsson have given this outside team the boot and taken over running the casino themselves. As "Harry Casino" was presumably copyrighted, Betsson had no choice but to change the name.
What we don't know is exactly WHY the two parties fell out.

KK

And who cares? Do we need to know? All we really need to know is that they have the solid trusted Betsson at the helm now, and you are no longer trusting some dodgy sounding Israelis/Russians based in Cyprus with your money.

 

[KasinoKing]

And who cares? Do we need to know? All we really need to know is that they have the solid trusted Betsson at the helm now, and you are no longer trusting some dodgy sounding Israelis/Russians based in Cyprus with your money.

Actually they were very nice Scandinavian people, who I met once or twice at industry events.
(Not sure which scandinavian country they were from).

KK

 

[dunover]

Actually they were very nice Scandinavian people, who I met once or twice at industry events.
(Not sure which scandinavian country they were from).

KK

I stand corrected.