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Im really miffed

Discussion in 'Online Casinos' started by babs7262, Sep 20, 2007.

    Sep 20, 2007
  1. babs7262

    babs7262 Banned User

    Occupation:
    On Disability,p/t online slots reviewer
    Location:
    PA
    jennifer: Welcome
    jennifer: How may I help you?
    ACgal: hi jennifer....
    ACgal: i was wondering, I never got my quick verification bonus and it's been since July, may I please get that?
    jennifer: Hi1
    jennifer: May I have your user name please?
    jennifer: and
    jennifer: which casino do you have?
    ACgal: ACgal LasVegasUSA
    jennifer: one minute please
    ACgal: thank you
    ACgal: OMG....Jennifer?
    ACgal: I use Babs7262.....im so sorry
    ACgal: i was reading something else lol
    jennifer: this is how this promotion works
    jennifer: How does it work?
    jennifer:
    jennifer: You must be an active customer for at least three months, your account in good standing and have used a Credit Card to deposit at least once.
    jennifer:
    jennifer: Simply send us the following documentation for verification of casino account details and start enjoying all the above benefits immediately:
    jennifer:
    jennifer: *Proof of your identification and age: picture ID (Driver License, passport or identification card)
    jennifer: *Proof of billing address: current bank statement or utility bill (telephone, water or electricity bill)
    jennifer: *Credit Card Agreement Form (1 form for each card used) click on this link and fill out the form: You must register/login in order to see the link.. lasvegasusacasino.com /creditcard_agreement.html <http://www.lasvegasusacasino.com/creditcard_agreement.html>
    jennifer: *Clear Copies of all credit cards you are using at the casino. Both sides with your signature on the back side are required.
    jennifer:
    jennifer: You can photocopy and fax these documents to the following numbers: 1-866-413-6261 (Toll Free in the United States) or to our direct fax at: International access code + (506) 280 7579.
    jennifer:
    jennifer: Alternatively you can scan or digitally photograph the documents and e-mail them to security@ lasvegasusacasino.com
    jennifer:
    jennifer:
    jennifer: also you can go to
    jennifer: You must register/login in order to see the link.
    ACgal: i did that in July
    ACgal: my username is babs7262 not ACgal, im sorry
    ACgal: i was giving you my nickname
    ACgal: i even got a confimation in july that you got them
    jennifer: did you send all the documents
    jennifer: ?
    ACgal: yes
    ACgal: i even got an email
    ACgal: with confirmation
    ACgal: they said to wait until september
    jennifer: let me check your account with our Security Department
    ACgal: it is now Sept, so that why i am asking
    jennifer: they are the only one that credit this bonus
    ACgal: ok
    jennifer: our Security Department informed me that: But the bonus that we are offering to you wouldn't apply when sending documents to process a withdrawal. If a withdrawal is pending or requested during the period we request documents you won't be eligible to receive the bonus.
    ACgal: that's not what it states, it says if you send in the forms right away, you get a bonus. what does a w/d have to do with it?
    ACgal: ive made several deposits
    ACgal: i joined in july and sent in docs that same day
    jennifer: I am very sorry but they couldnot credit this bonus due to you requested a withdrawal
    jennifer: we will consider a bonus on your next deposit
    ACgal: it only states that deposits have to be made
    jennifer: please feel free to participate in our weekly promotion
    ACgal: what does a w/d have to do with this?
    ACgal: this is a separate promotion
    ACgal: fine, can you do a reverse withdrawl on my $100, Ill gamble it and close this account. I have earned this bonus and sent in the docs
    jennifer: as I already explained to you, if you requested a withdrawal you are not entitled to get this bonus
    jennifer: But the bonus that we are offering to you wouldn't apply when sending documents to process a withdrawal. If a withdrawal is pending or requested during the period we request documents you won't be eligible to receive the bonus.
    jennifer:
    ACgal: it doesnt state that
    ACgal: can you please reverse my w/d
    jennifer: one minute please
    jennifer: your money is in
    jennifer: good luck
    ACgal: thank you


    if you read the promo page about quick verification and a $20 bonus on the website, it does not state ANYWHERE that there can not be a w/d pending and not only that, I didnt have a pending w/d when i sent in the forms

    Edit: Im gonna gamble my $100 and close this account. Ive had it up to here with the bullshit lies anymore. I hope I win the RJ just for spite, not even the money
     
    4 people like this.
  2. Sep 20, 2007
  3. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Very cheeky offer then. It seems you have to lose steadily for three months without making a single cash-in. So much as ONE withdrawal will mean you are asked for documents anyway, but in a way that excludes the bonus. All that for a mean $20 too!
    I doubt many Americans can claim now, because they would be hard pressed to find any credit cards to deposit with, and us Brits would get charged exchange fees both ways for using cards (higher than the usurious Neteller fees too!).

    This lot don't answer E-mails either. They have TWICE sent, by POST, a letter inviting me to return first with a $600 bonus, then $900, and lastly $1000 by E-mail. I have to contact support to get the standard code to work, but they never reply, so I have never got as far as depositing, even though I downloaded and entered the code.

    The next time I fancy another go at a new RTG (given the fall from grace of HippoJo), it will most likely be InetBet (I already have the other two in the accredited list).
     
  4. Sep 20, 2007
  5. Mousey

    Mousey Ueber Meister Mouse CAG

    Occupation:
    Pencil Pusher
    Location:
    Up$hitCreek
    I always thought online gambling should be fun... entertaining... relaxing... We (US players especially) have to jump through hoops while standing on our head and whistle with a mouthful of crackers just to make a deposit, have to chase down bonuses, argue over T&C -- if we can get a casino to answer our emails, chase down withdrawals, sometimes chase after bounced/refused checks once the withdrawal arrives.... This is 'fun'?? Pffffttt! :p
     
    6 people like this.
  6. Sep 20, 2007
  7. pacers31

    pacers31 Banned Used - Repetitive violations of <a href="ht

    Occupation:
    Marketing Rep
    Location:
    Californication
    Hey Babs, Brian here. Sounds like these characters are taking CS lessons from JF. When will these idiots figure out that losing customers over a couple of paltry bucks is assinine!! Tell ya what Babs, give me a hundred dollars, and then I'll give you 20. Provided you stand on your head, juggle, and sing a song at the same time. Once that is done you can then proceed to the next set of hoops! Reminds me of those funny capitol one credit card commercials on TV!!!

    The more of this kind of behavior I see, the more I question the entire lot. My theory is that these entities (just about all of them IMO) know that soon the big land based US companies are going to throw all kinds of lobby money at the congress and get into the market. So, I suppose they are playing beat the clock in a sense to suck up as much cash as possible before armegeddon hits them. Personally I hope Harrahs, Ballys, etc. get it going soon. Hang in there!!
     
    2 people like this.
  8. Sep 20, 2007
  9. babs7262

    babs7262 Banned User

    Occupation:
    On Disability,p/t online slots reviewer
    Location:
    PA
    I may have requested w/d's but always end up reversing them, so in theory, Ive never gotten a dime from them from a w/d, besides, I signed up, sent in docs and then made my first deposit. Then they said I had to wait 3 months. So what?, I should lose in the next 90 days to get $20?


    Thanks for the support. Ive been quite the lil whiner lately!!! I should change my avatar to debbie downer of SNL LOL
     
  10. Sep 20, 2007
  11. pacers31

    pacers31 Banned Used - Repetitive violations of <a href="ht

    Occupation:
    Marketing Rep
    Location:
    Californication
    Yeah I know it's only twenty bucks, but it's the principle. Just like the ordeal I went through with Jackpot Factory. (and that was my own money!!!)
     
  12. Sep 20, 2007
  13. mrracetrack

    mrracetrack Dormant account

    Occupation:
    Retired
    Location:
    North of Pluto
    Posted by pacers31:

    I've questioned that same thing many times over the years.

    How can so many of these casinos be so "penny wise and dollar foolish" to piss off a decent, depositing customer... for $10 or $20... to the point that the customer will NEVER play there again... and will likely do nothing but "bad mouth" the casino in the future?

    Yes... the level of intelligence of many of the CSR staff (and managers) is shocking... truly mystifying to me that they can be so dumb.
     
    3 people like this.
  14. Sep 20, 2007
  15. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    There are two reps for this casino here in the forum:
    http://www.casinomeister.com/forums/members/mainstaffiliate.html
    http://www.casinomeister.com/forums/members/vsummer.html

    I'll PM them to bring this thread to their attention since I'm guessing here that no one has.

    If a casino support manager isn't aware of a problem, then for them a problem doesn't exist. You need to let these people know if you are having any communication problems, unanswered emails, bonus term confusion, etc. If these difficulties continue, then you need to let me know. They are one of the few RTG casinos listed in the accredited section.

    Also, if you are complaining about a casino and do not plan on PMing the casino rep, at least name the casino in the thread's title so they can find it easy when they browse the forum for player issues. Thanks!
     
  16. Sep 20, 2007
  17. pacers31

    pacers31 Banned Used - Repetitive violations of <a href="ht

    Occupation:
    Marketing Rep
    Location:
    Californication
    I agree that the rep should get a chance to address the issue Bryan, but not responding to PMs or emails doesn't fall under the "I wasn't aware of the problem" umbrella. Case in point, JF and the lack of response to anything!!
     
  18. Sep 20, 2007
  19. babs7262

    babs7262 Banned User

    Occupation:
    On Disability,p/t online slots reviewer
    Location:
    PA
    Ooops

    Im sorry

    I thought the name was on there plus she had me wait about 5-10 minutes while she was talking to someone

    It LasVegas USA an accredited casino.

    The thing is Bryan, Im no gonna PM a Rep over $20 because I shouldnt have to..period. Im not taking a tone with you Bryan , really. Its so ridiculous because the rules under "read more about this offer" says NOTHING about w/d's pending or losing for 3 months. It just says you have to make deposits for 3 months and it' s been 3 months and I have made alot of deposits and asked for w/d's but reversed them. Ive been gaming over a year and know better to read them all

    Im not gonna PM them because they did something shady, I even told Jennifer I did everything right, infact I stated it twice in the chat so why should I have to run after $20. If they ran things right instead of squemming out of $20, they wouldnt lose so many RTG people



    sorry I keep forgeting stuff: Bryan, I did email support with this whole thing last night about 730pm. Havnt heard from them yet
    This is what they get.....bad mouthing because they deserve it
     
    1 person likes this.
  20. Sep 20, 2007
  21. uungy

    uungy Dormant account PABnononaccred PABnoaccred PABaccred

    It really bothers me, with these petty things the casinos fight about. I had a similar ordeal with a different casino who offered me a bonus, and refused to honour it saying I hadnt applied for the bonus in the correct time frame ( I had, but I have no proof)

    I had lost about 400 and the bonus which i claimed was 50.

    I closed my account with them, and they did not even care. Its not worth kicking up a fuss, they just have lost a customer.
     
    1 person likes this.
  22. Sep 20, 2007
  23. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    It's totally silly. And this is something I try to get these marketing people and casino operators to understand. They throw a lot of money around trying to get players, yet they alienate them with stupid shit.

    I haven't had the chance to delve too deeply into the JF thread - I've been primarily dealing with the PABs at the moment.

    Putting the non-response issue aside, yes it's important to notify casino reps when an issue arises. However minor it may seem - $20 bonus, whatever - these operators need to know what is going on with their customers. If there is a problem, it needs to be fixed before it escalates into something major.
     
    2 people like this.
  24. Sep 20, 2007
  25. winbig

    winbig Keep winning this amount.

    Occupation:
    Bum
    Location:
    Pennsylvania

    Wouldn't it be easier on everyone is CSR's actually did their job and notified mgmt when there's a problem, instead of what they did in babs' case? ie: handling it themselves instead of escalating the problem.

    On a related note:

    LVUSA really needs to take a look at their support department. The first time I tried to use my ewalletexpress account was with LVUSA. Their deposit page asked for some kind of code to use, and I didn't have any idea where to find it, so I emailed LVUSA. Instead of actually knowing, or finding out, this information for me (they should know this, it's their deposit page), they passed the buck and told me to find this information out from ewalletexpress.
     
    Last edited: Sep 20, 2007
  26. Sep 21, 2007
  27. Alexandre

    Alexandre Official Rep for Slotsmillion and Ladylucks webmeister

    Occupation:
    Owner
    Location:
    Barcelona, Spain

    It looks like babs7262 didn’t even want to get his 20$ anymore after this as he asked Jennifer to close his account.
    If I was him, I would just wish to run away and tell everyone how stupid they are.
    Why should we educate this clowns, explain them the basics of a customer relationship ?
    In a land based casino, you spend money and you get free drinks + you get comped for that, no need to "stand on your head, juggle, and sing a song at the same time" to get a 20$ bonus.
    We aren't even talking about a customer asking for a bonus, we are talking about their own promotion they don't want to honour using stupid tricks.
    This only happens in OnlineCasinoLand.
    I am dreaming, like many others, of a software which would give bonuses in regard of the wagers you made on the appropriate games, using for example a bonus info window available on each game which would show you for each spin/bet a bonus qualification meter in percent.
    We could also imagine a bonus mode were you could only play games which qualify for one or different bonuses, with the info on each game (or before the game) for each bonus.
    I'm sure that it would be profitable for casinos.
    Don't forget that bonuses are made to incitate players to deposit more and I'm sure that this would be the proper way to do so.
    Instead of that, I have the feeling that casinos are very happy to take our hundreds or thousands of dollars per month but that it kills them to offer us a 20$ bonus...I'm talking about a bonus with all its strings, not even about real money.
    Personally, it’s this kind of attitude which disturbs me the most, just after this one:
    “Our security department informed me that the way you play blackjack/roulette/slots/video poker may provide you a lower chance of losing against us. For this reason, we won’t pay you your 50.000$ winnings made yesterday.”
    I know this industry since 2004 but frankly I don’t have the feeling that it’s getting more professional.
    Most of the time, casino manager’s posts on this forum are very deceptive.
    Just an example:
    http://www.casinomeister.com/forums/other-complaints/17990-casino-operators-beware-aka23.html
    Sometimes I have the impression that the online casino industry is non professional and managed by incompetent people.
    I’ve specified online casino industry because I don’t have the same judgement about English bookmakers running online casinos.
    They are gaming professionals which went online after doing this business for years on land.
    Because land based casino operators were unable to do their business online, this is true for US but also for Europe, we have seen many investors, marketers and crooks which have no idea of this business, opening online casinos.
    Even known online casinos groups are acting so stupidly, losing customers and hurting their brand.
    Remember this one ?
    http://www.casinomeister.com/forums...9-jackpot-factorys-inspirational-stories.html
    I hope that the regulation in US and Europe will come fast.
    We need the real actors of this industry to step in and bust the monkeys out of the game.
     
    Last edited: Sep 21, 2007
    6 people like this.
  28. Sep 21, 2007
  29. babs7262

    babs7262 Banned User

    Occupation:
    On Disability,p/t online slots reviewer
    Location:
    PA
    Hi Alexandre

    First.....Im a she:)
    Second....I agree with you
    just so people know why Im not pursuing this $20 like a hounddog ....

    I did write them before I even wrote this post. but your right, why should I keep after them for $20? I have plenty of other places.

    Let me ask this:

    You go to an eatery, the food and service are horrible, you tell the manager on the way out that the food and service was bad and he offers you a discount to make up for it. Are you gonna eat at a place that has horrible food because of an afterthought discount from management or are you going to find another eatery (because there are plenty other good ones) and KNOW you will get a good meal because you ate there before?

    Ive been doing this for over a year now (not years like others) but also in B&M's for over 25 yrs and I WILL NOT chase after stuff I deserve or earned. If they are reputable and honorable you dont have to chase, therefore, I choose to just close the account when I run out of the $100 I have left and move on to someone that does their job. If I cant do that, Ill take a break until I find one

    You know...I may think 3Dice has some work to do as far as getting better slots but they are great when it comes to customer service and Enzo gives you special attention whether your high or low rolling. My check has already been processed and it hasnt even been a week and I didnt even have to ask for a bonus, it was just given to me. THat's Customer Service and until these other places follow suit (excuse the pun) 3dice are gonna give them a run for their money
     
    3 people like this.
  30. Sep 21, 2007
  31. VJennifer

    VJennifer Dormant account

    Occupation:
    Customer Service
    Location:
    Costa Rica
    Quick Verification Program

    Please refer to the last sentence on this page:
    You must register/login in order to see the link.

    It clearly states that, "if a withdrawal is pending or requested during the period of sending documents you won't be eligible to receive the bonus."

    If you want to claim this bonus then you have to abide by it's clearly stated terms. There is no trickery here. A $100 deposit gets you a $125 initial deposit bonus plus this bonus provides an extra $20 for a total of $145 in bonus money. That's 145% - even higher on smaller deposit amounts. It's reasonable to have some terms attached.

    We wish we didn't need to include terms but when we don't many people show up to take the money and run rather than use the bonuses in the spirit in which they were offered (which is to increase the return to player, extend play and provide more entertainment value).

    Pacer31: When was the last time you walked into a land based casino, gave them $100 and had them give you back $225 in chips? Not to mention another $20 later. Over the years several land based casinos have entered (and left) the online gaming industry. None of them offered competitive deposit bonuses and they all had terms on the bonuses they did offer.

    Vinylweatherman: We have to collect documents when credit cards are used in order to prevent fraud and comply with the rules of our card processors. The reason we offer this bonus is to help offset the inconvenience of providing these documents and to encourage everyone to get them in so that we can process payouts faster. For players that can't use their credit cards we offer other bonuses for preferred deposit methods.

    As far as getting in touch with us we are available by live chat, email and phone 24/7/365. Does your bank offer this?

    We promptly reply to all emails from our registered customers but email can be problematic due to filtering especially when words like 'bonus' are present. This is why on our banking page we state that, "It is very important that you add This email is not visible to you. and This email is not visible to you. to your safe list to ensure that you receive important email notifications regarding your account and any payouts being made to you. All correspondence from us will be sent from these email addresses to the email address that you have provided for your account. Thank you."

    If you don't get a response to an email please contact us by chat.
    We are always available and we want to help.

    Thank you.
     
  32. Sep 21, 2007
  33. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    The problem (highlighted in blue) is the catch22 situation presented by these terms. The $20 bonus for sending in documents is NOT given at the time of first deposit, as the terms further state that the player has to have an account of good standing that has been active for at least THREE MONTHS.
    The problem is this, while playing in those initial three months, it is highly likely the player will make their first withdrawal. This will then trigger the request for documents. Since it is the withdrawal that triggered the request, the player has two options:-

    1) send the documents in as requested but forfeit the chance of reaching the three month criteria and never be eligible for the bonus.

    2) wait three months with the first withdrawal sitting idle till three months is up, send in documents, get $20, meet WR, THEN make first withdrawal.

    Since it has been revealed this is a mere $20, not worth the bother.

    The only way around this is for the player to avoid being asked for documents for three months. One way is to always lose every deposit, by which time $20 is an insult. A second is to deposit, claim the first bonus, but take three months to make initial WR on this and any further bonus before requesting the withdrawal.
    It's a load of hoops to jump through, and it would be better simply to state that players will get $20 after three months of good standing provided they have been verified. Said $20 being awarded as a promo code, which cannot be used (blocked by software) while there is a balance in the account or a pending withdrawal.

    The forum would be interested to hear how this particular player could have arranged this withdrawal which triggered a document request such that the bonus was still available at a later date.


    The catch22 situation can be summed up in a nutshell.

    1) Send in documents now to get paid
    2) wait three months to send in documents as per terms of $20 promotion, but have security say, "no, documents NOW, no payment of withdrawal otherwise"

    The only way out would be for the casino to pay withdrawals within the first three months without requesting documents, so that the player can send these in after three months and qualify for the promotion.



    As for my specific problem with E-mails.

    I receive ALL the promotions, however ALL E-mails I send to the specified support address are ignored.
    The terms of the postal promotion REQUIRE that I claim by E-mail, quoting the code, there is no option to use live chat.

    After receiving the postal offer twice, and having my claim E-mail ignored twice, I have given up. Even if a third attempt received a reply, the service is too unreliable for when I need to contact CS about a more important issue.
    There are a few casinos that seem to ignore E-mails seemingly on a random basis. No-one can clarify why some E-mails never make it to CS, yet do NOT "bounce" from the postmaster server; while others get through fine.
    Such CS desks would benefit from the attentions of a proper systems analyst who could trace the root cause of these problems, and advise accordingly. Simply having CS say "sorry, never received it" is no good.

    This slump in standards seems to have accompanied the move to RTG, there were never such problems when Playtech software was used.
     
  34. Sep 22, 2007
  35. babs7262

    babs7262 Banned User

    Occupation:
    On Disability,p/t online slots reviewer
    Location:
    PA
    AGAIN

    WHEN I SENT IN THE DOC'S I DID NOT HAVE A PENDING W/D, INFACT I HAD JUST SIGNED UP AND DIDNT EVEN MAKE A DEPOSIT YET. HOW MANY TIMES DO I HAVE TO SAY THIS?

    your loss over $20

    Edit" BTW I just looked in my files and I have hard evidence that I sent in the Quick Ver form on 7/27 and at that time there was nothing but 2 $20 deposits, no w/d's. I have all the proof and I will be more than happy to post it with the help of someone who can tell me how to show it w/o revealing my personal info
     
  36. Sep 22, 2007
  37. babs7262

    babs7262 Banned User

    Occupation:
    On Disability,p/t online slots reviewer
    Location:
    PA
    proof of no w/d when i sent in docs on 7/27-7/28 depending on where you are at (US or another country). THere was one $25 bonus but that was for signing up besides, the QV bonus is $20 and you had to wait 3 months
     
  38. Sep 22, 2007
  39. Rusty

    Rusty Banned User - repetitive flaming

    Occupation:
    IT
    Location:
    Manchester UK
    I am in empathy with you Babs.
    How hard would it of been for them to check your account and see you are a real player and just give you the $20.
    Take a deep breath and move on to a Casino that operates with a certain level of common sense and decency.
     
    1 person likes this.

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