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La Vida's finest Customer support at it again

Discussion in 'Online Casinos' started by Balthazar, Nov 4, 2014.

    Nov 4, 2014
  1. Balthazar

    Balthazar The Governor

    Occupation:
    Leader
    Location:
    Woodbury
    I'm so mad right now...this kind of shit happens all the friggin' time.

    Here's the bonus offer that I received by email:

    La Vida's finest Customer support at it again: D83sWIP.jpg,Nov 4, 2014

    It's in French, and means "Claim 100% up to $20 on ALL your deposits" (The word "tous" in bold means all).

    So I logged in my account and the bonus is there:

    La Vida's finest Customer support at it again: 0cMbXtw.png,Nov 4, 2014


    So it's pretty clear: 100% up to $20 on all your deposits (and an "s")
    (Keep in mind that the minimum deposit is $20)


    So I claimed it and the fun began....
     
  2. Nov 4, 2014
  3. Balthazar

    Balthazar The Governor

    Occupation:
    Leader
    Location:
    Woodbury
    So I made my first deposit and, oh surprise, received a 200% bonus. Being a honest player, I went to live chat to tell them that I received a bonus that's too large (ie: there's a bug in the bonus system)...


    La Vida's finest Customer support at it again: 8luTAgL.jpg,Nov 4, 2014

    This whole thing took over 15 minutes...

    I had just made a deposit and wouldn't play until it was "fixed" and CSR didn't do anything other than to "help me" by removing the extra $20 from my account. Nice.

    Let's move on...
     
  4. Nov 4, 2014
  5. Balthazar

    Balthazar The Governor

    Occupation:
    Leader
    Location:
    Woodbury
    2nd deposit is where the real fun starts.

    So I received 200% on my first deposit and that was later corrected to 100%...

    but then.. 0% on my 2nd deposit...so I fired up live chat again...

    (This chat took forever, having to wait 10+ min for each "reply", that's why I'm progressively losing patience).

    ------



    Agnieszka: Hi , thank you for contacting support, how are you doing today?
    Ben: Hi, I claimed the 100% bonus for all deposits up to $20 earlier. On the first time I got 200% bonus and I had to contact live chat to remove the excess (which he did). But this time (2nd deposit) I received no bonus at all.
    Ben: account: XXXXXXXXXX
    Agnieszka: I'll happily check into that for you, please allow me one moment to go through your account?
    Ben: ok
    Agnieszka: Thank you for waiting. I'll be with you in just a moment.
    Agnieszka: thank you for holding the match offer bonus was limited to a maximum bonus of 20 for the offer
    Agnieszka: that is why nothing was added on the last deposit made
    Ben: "RECEIVE A 100% MATCH UP TO $20 ON ALL YOUR DEPOSITS"
    Ben: explain this then
    Agnieszka: I will be right with you.
    Agnieszka: I'm sorry for the delay. I'll be right with you.
    Ben: How can such a simple issue take 30 min of my time on live chat?
    Ben: Seriously?
    Agnieszka: sorry to keep you waiting the offer is on all deposits but the amount of bonus is limited to a 20
    Ben: You know that it doesn't make sense right?
    Ben: When the minimum deposit is $20
    Ben: and the bonus is 100%

    Agnieszka: i sorry for the confusion Ben if you click on the info button the offer you will see that the offer is explained as the 20 being be maximum bonus that you can receive for the offer
    Ben: lol ok thank you (<--- I just gave up)
    Agnieszka: Is there anything else I can help you with today?
     
    6 people like this.
  6. Nov 4, 2014
  7. Balky

    Balky Senior Member

    Occupation:
    Translator
    Location:
    Croatia
    Things like that happen just often. I would be furious also, not so much because of the ungranted bonus and the misleading announcement in the promo, but waiting 10 minutes for every single answer is a joke. Especially keeping in mind that this issue is not something very complicated. An effective support is able to check and fix it in 1 minute.

    B.
     
    4 people like this.
  8. Nov 4, 2014
  9. Balthazar

    Balthazar The Governor

    Occupation:
    Leader
    Location:
    Woodbury
    When you have the word "all" in bold and in capital letters, that's way, way past "misleading". I prefer to believe that the bonus system is buggy (which would explain the initial 200%) and that the CSR is incompetent.

    They can't intentionally do something like that can they? I mean...if the bonus is capped at $20, and the minimum deposit is $20, why would they insist that you get it on "all your deposits" when it's mathematically impossible to match more than one deposit?
     
    1 person likes this.
  10. Nov 4, 2014
  11. Blathaon

    Blathaon Meister Member

    Occupation:
    Student
    Location:
    Norway
    That's ridiculous but i can't say that I'm all that surprised. These guys are the worst spammers of the accredited casinos that I've come across.

    I was dumb enough to sign up to Red Flush (same group as LaVida) and the amount of crappy offers i got through email was ridiculous, at least it's easy to get rid of emails, just create a filter and they all automatically end up in the garbage.

    But what surprised and annoyed me was the physical junk mail that i started getting :mad:, not only from RedFlush but also from Betway(which must be connected to RedFlush because i had previously not gotten any spam from them and didn't even have an active account there, i had played there once in 2011 and never again.)

    Once i contacted the appropriate reps here at CM the physical junk mail stopped, i still get loads of emails though.
     
    3 people like this.
  12. Nov 4, 2014
  13. Zabier

    Zabier Experienced Member

    Occupation:
    Writer
    Location:
    Cardiff
    Ah, the good old moral of the tale... don't be so honest! I hate it when stuff like this happens to people who are just trying to do the right thing. Not surprised to hear about the spamming. Maybe it's just me but spamming material puts me off a company, it doesn't lure me in. Maybe I'm in the minority though. Wish there was more regulation regarding spam advertising from these casinos though. My junk mail has taken a hiding over the years!
     
  14. Nov 4, 2014
  15. Valhalla

    Valhalla The Professional MM

    Occupation:
    Poker Player
    Location:
    Northern Ireland
    So basically... a 100% bonus on all one single of your deposits, minimum $20 and up to a maximum of $20 in total deposits?
    A bit like... you can have any colour of car you want, as long as it's black.

    It makes total sense. I don't see a problem :lolup:
     
    1 person likes this.
  16. Nov 5, 2014
  17. Balthazar

    Balthazar The Governor

    Occupation:
    Leader
    Location:
    Woodbury
    The rep is investigating this issue and is supposed to respond in this thread.
     
  18. Nov 5, 2014
  19. fortunelounge

    fortunelounge Accredited Casino Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    Response From Casino Host

    Hi all,

    Balthazar – Thank You for bringing this to my attention.
    I do see that your account had qualified for a 100% match up to $20 on the day, however due to technical error; double the max bonus value was credited. I do appreciate and commend you for coming forward to rectify this.
    By doing this, also pointed out that there was a problem with the system and it was quickly rectified.

    We at Club Red Gaming casinos, do our utmost to make sure that all technical errors are resolved quickly so that you can enjoy your online gaming.

    I must apologize for the Live Chat responses you received. As I have stated previously, we are striving to improve our service and responses to you our valued players.
    However, occasionally, we have some instances of poor service due a myriad of reasons that can creep up however I thank you, the players, for bringing this my attention as this helps me escalate the matter to the Customer Service Manager for swift resolution.

    The Bonus offers that are set on your casino account, are controlled and maintained by the system and is based on your average style of play over a period. We do try to tailor the offers made to you to best suit your style of play and still offer you the most “Spin-for-your-Buck!” Should your style change – so too will your offers.

    There are many changes lined for Casino LaVida and RedFlush Casino with regards to offers and tournaments. Your feedback with this will be most welcome.
    Please do PM me directly so that I can assist with a full review and response.

    Regards,
     
  20. Nov 5, 2014
  21. gagamel

    gagamel Professional smurf hunter MM

    Occupation:
    Care Manager
    Location:
    Switzerland

    Blahblahblah...

    Sorry but you missed the point completely.

    The casino sent a bonus offer 100% up to 20$ for all deposits, not just for one deposit.

    Where is your explanation please?
     
    14 people like this.
  22. Nov 5, 2014
  23. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    I have never seen so much junk both physical mail through post and spam emails and texts than i did from this casino group and they sent an encyclopedia when they launched their Major Tom skin. Thank god they decided not to invest in UK licence - Happy Days:rolleyes:
     
  24. Nov 5, 2014
  25. Balthazar

    Balthazar The Governor

    Occupation:
    Leader
    Location:
    Woodbury
    I think the problem is the bonus is based on your level of play. I was only allowed "up to $20 total" while other players would be allowed "up to xxx"? That's the only way I can justify the wording of the promotion.

    If that's the case then that's what the CSR should have told me from the start.
     
  26. Nov 5, 2014
  27. gagamel

    gagamel Professional smurf hunter MM

    Occupation:
    Care Manager
    Location:
    Switzerland
    They gave you the promotion and then you have to be able to use it. If not they have to say: Sorry, but you have this promo by mistake. Please withdraw your deposit or play the promo with the correct T and C`s. Sorry for the inconvinience.
     
  28. Nov 5, 2014
  29. mrjolio

    mrjolio Experienced Member

    Occupation:
    Business owner
    Location:
    Crete, GREECE
    The really frustrating thing with Casino LaVida last weeks in my opinion is the time you need to sort things out.
    I deposited yesterday they messed up my bonus balance again sending almost all of my deposit money on bonnus balance and I had to wait 40 minutes speaking to live chat to sort things out once again.
    They really should check out what is wrong both with their software and with the people on live support.
     
  30. Nov 6, 2014
  31. fortunelounge

    fortunelounge Accredited Casino Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    Response From Casino Host


    mrjolio - I have responded to you via PM and on the forum posting already. Please could you respond to my PM so we may be able to finalize the query.

    With regards to the offers that players qualify for, such as Balthazar's offers, the system does take into consideration your play style and deposits to set up offers for you. If you play more often and increase the value of your deposits over a set period, the system does take this into consideration as well and offer you match offers to suit your play/deposit style.

    All players are welcome to check their casino lobbies under the Promotions tab to see the offers that have been set up for you individually. You will also see the change in the offers based on your change in deposit and style of play. I will appreciate any feedback that you are willing to pass on to me. All feedback is review seriously and used for the set up of future marketing and offers.

    Please do PM me with any queries you may have as I do not check the forum posting as often as I would like to and PM do get to my attention very quickly.

    Regards
     
  32. Nov 6, 2014
  33. Matt44UK

    Matt44UK On a Break

    Occupation:
    IT Tech
    Location:
    Hampshire, UK
    Just a heads-up to the Lavida/Red Flush team - thanks for your emails regarding "upgrading" our accounts to "Spin Casino" due to the licensing issues and all that, I mean, we'd like to - but we all seem to be currently locked out of our accounts so we are unable to do so. Temporary glitch or something deeper?!
     
  34. Nov 6, 2014
  35. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton

    If you have your Lavida etc usernames (occasionally on their many many emails) then try downloading spin casino and logging directly in (without the migration process) some have been done 'on our behalf' worked for me but no promises, plus if your a Immortal or TSII player, be prepared all achievements will most likely be gone and beware all bet sizes will be reset.

    Found out the hard way lol!

    Spin casino offer some great deposit matches but the CS and gameplay is awful

    Best of Luck!
     
  36. Nov 7, 2014
  37. Matt44UK

    Matt44UK On a Break

    Occupation:
    IT Tech
    Location:
    Hampshire, UK
    Thanks Jon, I had a feeling that, despite the option to use the flash versions, you may have to ACTUALLY download their casino to your hard drive, and I make a point of NEVER playing any casino in this way, so I won't bother upgrading .... Simples! :)
     
    1 person likes this.
  38. Nov 23, 2014
  39. Matt44UK

    Matt44UK On a Break

    Occupation:
    IT Tech
    Location:
    Hampshire, UK
    Just an update, I recently managed to migrate over from one of my FL accounts seamlessly to Spin Casino without having to download their software to my hard drive so it looks like this bug has been fixed at last. So far, I have to say Spin Casino looks like a good 'un!
     

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