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

Discussion in 'Casino Complaints - Bonus Issues' started by colinsunderland, Dec 21, 2017.

    Dec 21, 2017
  1. colinsunderland

    colinsunderland Experienced Member MM webmeister

    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
    PaaskeDenmark, jeremie and goatwack like this.
  2. Dec 21, 2017
  3. PaaskeDenmark

    PaaskeDenmark Always think positive CAG PABnoaccred webmeister

    Clerk with shipping discounts worldwide
    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 :

    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*
    £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.

    Last edited: Dec 21, 2017
  4. Dec 21, 2017
  5. brianmon

    brianmon Meister Member webby mm4

    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"
    colinsunderland likes this.
  6. Dec 21, 2017
  7. PaaskeDenmark

    PaaskeDenmark Always think positive CAG PABnoaccred webmeister

    Clerk with shipping discounts worldwide
    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 and Mouche12 like this.
  8. Dec 21, 2017
  9. colinsunderland

    colinsunderland Experienced Member MM webmeister

    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.
    PaaskeDenmark likes this.
  10. Dec 21, 2017
  11. JamesLeoVegas

    JamesLeoVegas Full Member

    Account Manager
    LeoVegas HQ
    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.

  12. Dec 21, 2017
  13. colinsunderland

    colinsunderland Experienced Member MM webmeister

    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?
    adamtheaddict and PaaskeDenmark like this.
  14. Dec 21, 2017
  15. PaaskeDenmark

    PaaskeDenmark Always think positive CAG PABnoaccred webmeister

    Clerk with shipping discounts worldwide
    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.
  16. Dec 28, 2017
  17. wigan rl

    wigan rl Experienced Member

    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.
  18. Dec 28, 2017
  19. aceking123

    aceking123 Ueber Meister CAG PABnononaccred MM

    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.
    goatwack likes this.

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