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Bonus Complaint Luxury Casino - Suspension of Loyalty Points

Discussion in 'Casino Complaints - Bonus Issues' started by theGman, Nov 21, 2016.

    Nov 21, 2016
  1. theGman

    theGman Dormant account

    Occupation:
    webmaster
    Location:
    Antalya
    I recently ( month and a half ) joined Luxury Casino and have enjoyed playing there. I particularly enjoy Thunderstruck 2 and Major Millions and have been having quite a go at them for the entire time. In this time period i have built up quite a bit of loyalty points on Casino Rewards. For those of you that are used to playing at Casino Reward properties, you will know what i am talking about.

    My feeling of dissatisfaction comes after me repeatedly trying to cash in these loyalty points, points that i presume i have earned due to my game play on Luxury Casino, only to be told that the ability to use them has been suspended.

    This has happened for the last 3 times i deposited. I decided to contact their support - initially live chat and then email - and to say that i am a bit dismayed re the response is putting it a bit mildly.

    It appears that CR simply do not let players cash in on their loyalty points and will not provide a specific reason. They state that if a player continues playing then that suspension might be lifted. This is the email i got.

    So it appears that Luxury Casino are happy to offer loyalty points to get you to sign up , deposit and play- they just do not want to pay them out when earned. I will not deposit and play again at Luxury Casino or any other Casino Rewards venue as it seems they are simply doing what they want and definitely not honouring their bonuses.

    Or perhaps i am over reacting - what do you think ?
     
  2. Nov 21, 2016
  3. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    And I thought I have seen it all. :rolleyes:

    Never heard that before, nor experienced it in the 10+ years I was an active player at CR casinos. (stopped some 6 years ago).

    They have rep here at CM, contact her to have your case reviewed: http://www.casinomeister.com/forums/members/renee_ra.html

    Personally, I think it is an unacceptable behavior.
     
  4. Nov 21, 2016
  5. dunover

    dunover Unofficial T&C's Editor CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Viper MG loyalty points are about as bad as you can get, 1/1000th (more if you are VIP) of what you stake. Then there is a 35x WR on them. I can only assume you're 'up' at their sites overall? You tend to find losers are deluged whereas winners and careful players that withdraw profit are not.

    I find it odd that considering they are a direct result of player turnover LP's have become the object of casino intervention in this case - they are a flat automated amount, pathetic in relation to turnover, so I find it bizarre.
     
  6. Nov 21, 2016
  7. theGman

    theGman Dormant account

    Occupation:
    webmaster
    Location:
    Antalya
    I am really not sure if i'm up and am not playing carefully - i have though been playing Thunderstruck 2 quite a bit as i do enjoy it - i just find it bizarre that they can arbitrarily suspend loyalty points based on your play and not provide a specific reason.

    So they offer the bonuses - but wont honour it is what it seems like to me.

    I know her and she will probably respond when she sees this - she is a lovely rep and very knowledgeable - it is though her company policies and not hers - so perhaps she can explain why this is the case when she sees this. I am not going to chase anyone. I too though am in agreement and glad to see that others are as well. This is unacceptable - if you offer it pay it. If you dont want to - dont offer it.
     
  8. Nov 21, 2016
  9. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    The CS response is pretty much as best I recall what I got back in the day when I could be bothered to go ask em!

    Mine too are suspended and have been for years now, although I very rarely play there I used to be regular and have just under £30 in LP's still sitting there to this day.

    Fact is although only a small amount I am DOWN at their group overall. Made a few small deposits since the ban and lost every time and they're still suspended :what:

    I personally (and others do too) think they BB way too easily and would secure a lot more business if they relaxed their bonus rules slightly,

    In total honesty, I'm amazed in this day and age, what with multi-provider casinos and all the competition about nowadays they've not taken positive action already :confused:
     
  10. Nov 22, 2016
  11. theGman

    theGman Dormant account

    Occupation:
    webmaster
    Location:
    Antalya
    Luxury Casino - Accredited My Ass

    So i emailed CS at Casino Rewards and i got some truly laughable responses. Luxury Casino is an accredited casino here. It can still though pull stunts like this on players. What i mean is it can arbitrarily deny any player a bonus if they simply don't want to honour it.

    These are the laughable responses i got

    Another one which comes from Captain Cooks Casino - ( i dont play there ) but it is very upbeat

    I guess nothing will be done about this and they will get away with this tactic. They will though never get another cent from me. After depositing over £1000 and getting to Silver status, to be told that i have not demonstrated any intent to use my personal funds - is laughable. They need to get their data science people to look at the algo they built.

    In the interim there are much better multi software casinos to try out. Luxury Casino/ Casino Rewards is not a place i would ever recommend. Beware of the tactics they use. Very sneaky.
     
  12. Nov 22, 2016
  13. dunover

    dunover Unofficial T&C's Editor CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall

    Captain Cooks? promote him to General Crooks :)
     
  14. Nov 22, 2016
  15. theGman

    theGman Dormant account

    Occupation:
    webmaster
    Location:
    Antalya
    Finally an Honest Answer - It Still Sucks Though

    So i finally got an honest answer of sorts from Casino Rewards. It seems i have won a little and so they suspend your points if you have won. The use of points is only to be used if you are not lucky. What a bizarre way to manage points. At least this guy was honest and condescending.

    So be aware - Casino Rewards points are only useable if you are in the minus - if you are up on them - they become unusable - i'm not even bothered to look at their terms and conditions re this. What a pathetic policy.


    My Response

    Amazing - and this is a place that is CM Accredited - one of the reasons for me playing at it.
     
  16. Nov 22, 2016
  17. dunover

    dunover Unofficial T&C's Editor CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    This is batshit crazy and needs looking at by the mods IMO - I have played at tens of MG Vipers and NEVER seen points not available because I am UP!!! The LP system is integrated into the Viper Platform and is the same across them all, the levels and thresholds for them etc. I think this is an abuse of how it was intended to operate TBH. I always thought it was to encourage play/turnover rather than punish winners.

    I bet you 100-1 that the points they skim from winning players DO NOT get redistributed to losing ones!

    So where do they go - in the casino's pocket.

    This really deserves a CM warning IF it is an across-the-board policy.
     
  18. Nov 22, 2016
  19. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Agreed and strongly agreed!

    This IS across the board for all Casino Rewards Brands.

    No matter which of the umpteen account I created back in the day with this group I log into, I will get the following screens. (pieced them all together save 3 screen shots)

    Luxury Casino - Suspension of Loyalty Points: Untitled.png,Nov 22, 2016
     
  20. Nov 22, 2016
  21. theGman

    theGman Dormant account

    Occupation:
    webmaster
    Location:
    Antalya
    The Saga Continues

    This should be looked at,it is blatant skimming. The saga however continues . They have sent me another masterpiece, i have asked them to point out which part applies to my account.

    My response to this

     
  22. Nov 23, 2016
  23. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    They have done this for a long time, Many of threads about it,

    This is your loyalty for playing, So why put this on hold, Take note that your gain is someone eases loss and visa versa so in reality there not giving no extra out,

    Video slots bloody pay you when you win lol, END OFF
     
  24. Nov 23, 2016
  25. petro

    petro Dormant account, per user request PABnoaccred2 PABaccred

    Occupation:
    N/A
    Location:
    Narnia
    You are definitely not over-reacting.


    There's been complaints about this on CM in the past. This is not new for CR.



    I don't want to get too far into this, but those loyalty points should be treated like the player's cash. Meaning that if CR don't have a good reason for suspending the points, then it's stealing.
    If I'm reading it right their reason is: the player is up at the casino. That's not a good enough reason.

    It seems that CR is viewing the points as their own property. Those points have never been their property.

    Jasmine said this in the BBF for CR: "It's all fine and dandy to prevent a player from c.laiming bonuses. But sometimes it's loyalty points, some players save them up. Or they get an offer and their points are credited, but they cannot redeem them."

    The problem with CR's loyalty points should be solved here on CM once and for all.
     
  26. Nov 23, 2016
  27. chiya

    chiya Experienced Member PABnononaccred

    Location:
    Earth
    Yeah not sure how this behavior is acceptable and how they're accredited in CM .. They should clearly not. But I'm sure nothing will actually done about this. I recall in the past questioning some questionable bonus terms in one of the accredited Casinos and I got told by Casinomeister himself that the accredited status has nothing to do with bonuses and well basically - he doesn't care about terms of bonuses that casinos may or not may have.

    So yeah .. CR will continue to get away with this.
     
  28. Nov 23, 2016
  29. dunover

    dunover Unofficial T&C's Editor CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Yes, bonuses are voluntary and for that reason don't affect a casino's score unless being used to disadvantage players with FU terms. You even have 'No Bonus Casino' here! LP's are slightly different though as they are earned through your play/turnover and integrated into Viper and as such are not handed out via a SUB or during ad hoc promotions at the casino's discretion. I find it anomalous that CR can use them as a stick to beat the player with as I never ever saw it at any other Viper MG casino.

    Well, it appears from what others have said that it IS a policy across the board so I'm somewhat surprised, but as I detest Viper casinos and don't play at any I shall sit back and see how this pans out......
     
  30. Nov 23, 2016
  31. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    I am sure he cares, But like dunover said bonus is not compulsory, so as long as there not forced on you than the terms can have some leverage,

    But the points on the other hand is another matter, This should be clearly looked at, No good by putting in the terms that points can be put on hold at casino discretion as we all know what that means, Your winning on the casino, but alot would not know this,

    Just imagine getting 200 cashback from VideoSlots and not being able to play or take out as your in profit on the site ?
    I use VS as an example due to they actually pay you for winning
     
  32. Nov 23, 2016
  33. theGman

    theGman Dormant account

    Occupation:
    webmaster
    Location:
    Antalya
    Bizarre Behaviour

    I agree with the points made in the previous posts. It just seems a totally bizarre way to treat a player. Then to say that its all about abuse and things will be ok if i keep depositing and playing with my own money. How about adding insult to injury Casino Rewards.

    Well whose money did they think i was playing with in the first place ? It certainly was not theirs.

    These are points that have been earned via gameplay i believe - and if there are promotions in there , well if they offer it then they should stand by it. Don't offer it if you are not willing to honour it.

    I am interested to see if anything will come of this. I am going to keep going - i am not going to go away. I suspect that this is what Casino Rewards relies on. Just waiting for the storm to abate.

    This in my view is just as bad as any rogue casino not honouring their bonuses. Just because its Casino Rewards does not mean it can not be taken to task. They should as an Accredited Casino not be using this kind of tactic.

    How many players has this happened to in the past who have just walked away ?
     
  34. Nov 23, 2016
  35. petro

    petro Dormant account, per user request PABnoaccred2 PABaccred

    Occupation:
    N/A
    Location:
    Narnia
    Loyalty points are different to bonuses. It's not like the casino has suddenly stopped granting bonuses; which is considered acceptable.

    As far as I understand it, these are points earned mainly through playing. So you have a situation where a player might deposit more to accrue loyalty points, whereas, if the player knew before-hand that the points were going to be confiscated, no deposit would have been made.

    I think the player should PAB as I really don't see what right CR has to confiscate those points.
     
  36. Nov 23, 2016
  37. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    That's not true. Of course I care about the terms used for promotions - and that these clearly written. I think what you may be referring to is that I have stated many times in the past that promotions are not obligatory - you read the terms, you understand those terms, and then you either accept them or not.

    Please don't make assumptions for what it is that I care.

    As for the issue at hand, it would be appropriate to allow the Igaming rep to address this issue. She hasn't logged in since Friday, but I have flagged this thread for her attention.
     
  38. Nov 23, 2016
  39. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    I guess you aren't a video poker fan. MGS has the best video poker - hands down. :D
     

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