Casino Complaint LeoVegas retroactively changes bonus terms to the detriment of players

[colinsunderland]

So my first complaint in here.

Leovagas offered a promo where you deposited £25 (I think) and got £10 of spins on wild chase the next day.

Now I didn't take a screenshot, but they weren't added, so went onto live chat to ask if she could confirm the promo rules and see why they weren't added.

Unfortunately the live chat op said she thinks I read the old terms but refused to show them, or say when they were updated even, but the fact she thinks she read the old ones suggests I did do what was needed, and that LV changed the terms whenever they felt like it so they didn't have to give the spins out.

Chat log below

Francesca
Hi there!
Colin
Hiya, can i check what the last couple of days xmas promos were please, did one give free spins on wild chase?
Francesca
Kindly bear with me a moment while I look into this for you.
Colin
ok
Francesca
I am afraid your account was not eligible for the Wild Chase promotion, hence why you haven't received the Free spins on your account. We apologise for any inconvenience caused on this matter.
Colin
why not, i thought i completed what was asked?
Francesca
I'm afraid the bonus terms were updated, and you may have seen the older bonus terms. I'm sorry for any inconveniences caused, but please find the following Terms and Conditions as per our updated promotion:
-Please check the terms and conditions again
The "Festivities from Monaco" offer is part of the "LeoVegas Christmas Party" promotion.
The "Festivities from Monaco" offer is valid between 23:01 GMT on Monday the 18th of December 2017 and 23:59 GMT on Tuesday the 19th of December 2017.
*Select Spins are when players have the ability to select the value of their free spins. For example, the "Select Spins to a value of £10 worth of Select Spins" could be: 50 spins worth £0.20, 20 spins worth £0.50, 10 spins worth £1, 5 spins worth £2, etc.
Players who deposit £50 and wagered will get £10 worth of Free Select Spins up to £2 per spin on Wild Chase.
There is a maximum of £10 worth of Free Select Spins per player / IP address / email address.
Free Select Spins will be credited to the players' accounts by 14:00 on Wednesday the 20th of December 2017.
Players can choose the spin value from the available selection once the log into the game after the select spins have been credited.
There is no cash alternative for the free spins.
Colin
what were the previous ones, did they state a £25 (or lower than £50) deposit amount by any chance?
Francesca
I am afraid we will not be able to provide the previous Terms due to the following:
Kindly see our Bonus Terms No.6
LeoVegas reserves the right to change the structure of the bonus program at any time.
I can truly understand your frustration, however, I cannot assist you further - If this does not meet with your satisfaction, i would kindly ask you to forward your complaint to support@leovegas.com -again, please accept my sincere apologies.
Colin
you can't change them AFTER someone has deposited and taken part in the promo, surely you will be honouring them to people who took part before they changed?
what time were they changed please
Francesca
I am afraid we do not have a specific time Colin, the Terms will now stand as the above mentioned.
Colin
I'm sorry but if they didn't change until I took part then that is clearly you stealing from customers, and I believe that is shown more so by refusing to show the previous terms and time of the changes you made.
Francesca
Once again, I can truly understand your frustration, however, I cannot assist you further - If this does not meet with your satisfaction, i would kindly ask you to forward your complaint to support@leovegas.com -again, please accept my sincere apologies.
Colin
you seriously think I will be satisfied with you retroactively changing terms to the detriment of players?
Francesca
We are aware of your frustration Colin, however the following Term still applies:
Kindly see our Bonus Terms No.6
LeoVegas reserves the right to change the structure of the bonus program at any time.
Colin
Not after someone has took the bonus. So does that term mean that if you offer say a 100% deposit match with 35 x wagering, if I get up to 34 x wagering, you can change it to 100x wagering just because you feel like it?
Francesca
That is not the case Colin, we apologise for any inconvenience caused.
Colin
well i don't understand, you changed these terms, didn't tell anyone, but say it won't happen with other bonuses, why not?
Francesca
We cannot confirm the case Colin, however you may send us an email to support@leovegas.com should you have any concern with any further bonuses on your account.

I 'may' have been wrong about what the qualification criteria was, but if so then why didn't she just tell me.

Rep has been informed

 

[PaaskeDenmark]

So my first complaint in here.

Leovagas offered a promo where you deposited £25 (I think) and got £10 of spins on wild chase the next day.

Now I didn't take a screenshot, but they weren't added, so went onto live chat to ask if she could confirm the promo rules and see why they weren't added.

Unfortunately the live chat op said she thinks I read the old terms but refused to show them, or say when they were updated even, but the fact she thinks she read the old ones suggests I did do what was needed, and that LV changed the terms whenever they felt like it so they didn't have to give the spins out.

Chat log below

I 'may' have been wrong about what the qualification criteria was, but if so then why didn't she just tell me.

Rep has been informed

I'm actually disgusted seeing this and unfortunately for LeoVegas, I have the original Terms Conditions posted at my own gambling forum as i post every day offer on my site. It's interesting to hear about this looking at the problems with their affiliate program adding nice terms like £50K fines and now retroactive changing terms in casino promotion. (i guess will be my 2nd decision thoughts to totally drop them now).

If you feel its worth it then PAB it or contact their REP with no doubt they should honour you the spins!! Does not even state you need to wager anything only deposit and yes £25 for £10 worth of spins.

So LeoVegas i found this from my sites with terms for that promotion Tuesday.

LeoVegas Christmas Calendar 19 December 2017
Deposit today to get “Select Spins” at LeoVegas.

Terms & all info here:
Quote :
FESTIVITIES FROM MONACO
Wild Fortune Free Spins!
Try your luck with Free Spins on Wild Chase!
Deposit and play through in Casino or Live Casino:
£25 for £10 worth of Select Spins*
or
£100 for £50 worth of Select Spins*

Terms and Conditions

The "Festivities from Monaco" offer is part of the "LeoVegas Christmas Party" promotion.
The "Festivities from Monaco" offer is valid between 23:01 GMT on Monday the 18th of December 2017 and 23:59 GMT on Tuesday the 19th of December 2017.
*Select Spins are when players have the ability to select the value of their free spins. For example, the "Select Spins to a value of £10 worth of Select Spins" could be: 50 spins worth £0.20, 20 spins worth £0.50, 10 spins worth £1, 5 spins worth £2, etc.
Players who deposit £25 - £99 will get £10 worth of Free Select Spins up to £2 per spin on Wild Chase.
Players who deposit £100 or more will get £50 worth of Select Spins up to £2 per spin on Wild Chase.
There is a maximum of £50 worth of Free Select Spins per player / IP address / email address.
Free Select Spins will be credited to the players' accounts by 14:00 on Wednesday the 20th of December 2017.
Players can choose the spin value from the available selection once the log into the game after the select spins have been credited.
There is no cash alternative for the free spins.

 

[brianmon]

Does not even state you need to wager anything only deposit and yes £25 for £10 worth of spins.

So LeoVegas i found this from my sites with terms for that promotion Tuesday.

LeoVegas Christmas Calendar 19 December 2017
Deposit today to get “Select Spins” at LeoVegas.

Terms & all info here:
Quote :
FESTIVITIES FROM MONACO
Wild Fortune Free Spins!
Try your luck with Free Spins on Wild Chase!
Deposit and play through in Casino or Live Casino:
£25 for £10 worth of Select Spins*
or
£100 for £50 worth of Select Spins*

Terms and Conditions

The "Festivities from Monaco" offer is part of the "LeoVegas Christmas Party" promotion.
The "Festivities from Monaco" offer is valid between 23:01 GMT on Monday the 18th of December 2017 and 23:59 GMT on Tuesday the 19th of December 2017.
*Select Spins are when players have the ability to select the value of their free spins. For example, the "Select Spins to a value of £10 worth of Select Spins" could be: 50 spins worth £0.20, 20 spins worth £0.50, 10 spins worth £1, 5 spins worth £2, etc.
Players who deposit £25 - £99 will get £10 worth of Free Select Spins up to £2 per spin on Wild Chase.
Players who deposit £100 or more will get £50 worth of Select Spins up to £2 per spin on Wild Chase.
There is a maximum of £50 worth of Free Select Spins per player / IP address / email address.
Free Select Spins will be credited to the players' accounts by 14:00 on Wednesday the 20th of December 2017.
Players can choose the spin value from the available selection once the log into the game after the select spins have been credited.
There is no cash alternative for the free spins.

It does actually state that you need to wager the deposit 1x, although not particularly clearly.
LeoVegas always use the phrase "Deposit and play through"

 

[PaaskeDenmark]

It does actually state that you need to wager the deposit 1x, although not particularly clearly.
LeoVegas always use the phrase "Deposit and play through"

Ah yes there is a general rules for any kind of deposit of 1x on all casinos really before can make withdrawal. But some casinos do give out free spins or bonus spins just after a deposit is made.

Reason for me posting the "old " terms was mainly to proof how cheeky they were. Changing offer from deposit £25 get £10 worth in spins and deposit £100 get £50 spins worth.

Now suddenly only deposit £50 to get only £10 worth of spins shows in terms and that is clean out said "Disgusting" ! So players who in good faith made deposit of €/£100 risking their deposit would only get €/£10 in spins now opposite €/£50. Think about all the poor players who dont use casinomeister or who are afraid of chasing up LeoVegas and just accept this sudden new term and only get the €/£10? I got nothing good to say sadly so think i will leave it here and go to bed lol thanks for you input though Brianmon.

 

[colinsunderland]

Thank you very much for the terms. I was 99% sure it was £25 as I remember thinking it was almost 50% and the reason I made the deposit was for the extra spins. I obviously wouldn't have if the min deposit was £50.

Lets see what the rep says first before I PAB, clearly this will affect more than just me. An accredited casino should not be changing bonus terms part way through a promo, and certainly should honor the original ones for anyone who already completed what was requested.

Have also sent a link to Bryan.

 

[JamesLeoVegas]

Hi All,

We would like to apologise to players impacted by promotional terms updated of the offer "Festivities from Monaco".
Due to issues that we identified with the offer we had to withdraw the offer immediately and again, we apologise this change was not made sufficiently clear at the time.
We will of course honour the original offer terms to all players who acted on this promotion ("Festivities from Monaco").
All accounts impacted will be credited with the correct bonus amount by the end of today.
Apologies for the confusion and inconvenience caused, and please contact Customer Support if you have any further queries.

Regards,
James

 

[colinsunderland]

Thanks for doing that James.
Surely people shouldn't have to post on forums to get this sorted though, your support rep last night may as well have just said f off for what she did. Surely its clear you can't just change terms whenever you feel like it, and while a support rep obviously doesn't make those decisions, she could have sent it to a manager surely?

 

[PaaskeDenmark]

Thanks for doing that James.
Surely people shouldn't have to post on forums to get this sorted though, your support rep last night may as well have just said f off for what she did. Surely its clear you can't just change terms whenever you feel like it, and while a support rep obviously doesn't make those decisions, she could have sent it to a manager surely?

I agree i think LeoVegas themselves should contact each and every single player, who deposited this day for at least €/£25 and also €/£100 or over, and they should each get all Spins that was was meant to be given. Or at least put it up on their website so all players would be aware.

 

[wigan rl]

Why does it take a post on a public forum to get stuff done when casino’s are in the wrong it was what a week ago a Leo Vegas employee chucked term 6 out the general t&c’s at the op.

 

[aceking123]

in other words they was hoping to get away with it & its just water from a ducks back ,weve seen this many times bait & switch.