Bonus Complaint Luxury Casino - Suspension of Loyalty Points

theGman

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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.

Hello XXXX,

Thank you for contacting Casino Rewards support team.

The temporary suspension of Casino Rewards VIP points is based on a number of contributing factors, including your entire history within the Casino Rewards network. This includes, but is not limited to:

· Your game play history
· Your bonus history
· Your deposit history
· Your withdrawal history

Whilst you may see VIP points available for redemption in your Casino Rewards account, these points will not be released until you further demonstrate the intention to deposit & wager at the casino. This will then in time restore your ability to redeem your casino rewards bonus points.

Unfortunately we are unable to provide you with the specific criteria by which the suspension will be lifted.

You will be able to collect bonus points while the suspension is applied, once lifted you will have the points available for you to redeem.

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 ?
 

Harry_BKK

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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: https://www.casinomeister.com/forums/members/

Personally, I think it is an unacceptable behavior.
 

dunover

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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.
 

theGman

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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.

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.

Harry_BKK
And I thought I have seen it all.

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: Link Outdated / Removed

Personally, I think it is an unacceptable behavior.

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.
 

Jono777

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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:
 

theGman

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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

Whilst you may see VIP points available for redemption in your Casino Rewards account, these points will not be released until you further demonstrate a serious intention to deposit & wager at the casino in accordance with the Casino’s promotional Terms & Conditions.
As per the casinos promotional Terms & Conditions which can be found on the casinos homepage:
"In the event that the casino deems a player to have misused a casino account for the exploitation of promotional offers, without ever demonstrating any degree of risk with personal funds or serious intention to play, the redemption of all such promotional offers, including but not limited to sign-up bonuses, will be suspended until such times as the player demonstrates a playing history whereby a risk of personal funds is periodically demonstrated at the casino."
So unfortunately further casino bonus will remain suspended until your account reflects a true desire to deposit, wager and risk more of your personal funds.

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

Gemma here from Captain Cooks Casino, How are you?
The reason why you are not able to redeem your VIP points is because I can see there is a current automatic suspension on your VIP points made by out system. This is a measure we have in the casino because we have experienced promotional abuse in the past but don’t worry the suspension can be lifted!
Good news, you can still play with your own money! This means you have no wagering requirements and can withdraw any time AND you are still accumulating VIP points. They will be available to you once the suspension has been lifted.
It is really hard for us to give a specific time frame for when the promotional ban will be lifted as it is completely random and is generated by the system.
I can also see you have made some deposit recently which is definitely in the right direction of lifting the ban. We recommend that you keep playing as you would and would like to remind you that your VIP points are still accumulating for when the ban is lifted!

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.
 

dunover

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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.


Captain Cooks? promote him to General Crooks :)
 

theGman

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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.

Hello ,
I am sorry if you are upset by this, but let me explain it a little better for you! The temporary suspension of Casino Rewards VIP points is based on a number of contributing factors, including your deposit, bonus and withdrawal history.
We give bonuses to compensate for loss, and keep our players happy when they are not doing so well. As you are up on the casino, you currently do not qualify to receive bonuses. This is not necessarily a bad thing! You can continue to play with your own money, and if you win you will not have to worry about wagering requirements and can withdraw at any time! And when your points are unsuspended you will have a nice big bonus all at once :)
If there is anything more I can do for you, please let me know.

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

Hi XXXX

Upset ? Im not upset - there are loads of other places to play at.

Where does it state in your terms and conditions that it is a prerequisite to be in a minus position to cash in points ?

I am assuming that these points have been built up on the basis of game play. I did not hold a gun to anyone's head to get these points. These are awarded to me to play when i wish.

This is the most ludicrous policy i have heard in all my time and i will not be playing at Luxury Casino until i get to use these points. End of story.

You people are making it up as you go along. I have won , i have lost and those points are points that i have earned. Suspending them shows a lack of class.

I will take my gameplay elsewhere until this is resolved.

Regards

Amazing - and this is a place that is CM Accredited - one of the reasons for me playing at it.
 

dunover

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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.

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.
 

Jono777

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This really deserves a CM warning IF it is an across-the-board policy.

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)

Untitled.png
 

theGman

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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.

Hello XXXXX,
As per the casinos promotional Terms & Conditions which can be found on the casinos homepage:
"In the event that the casino deems a player to have misused a casino account for the exploitation of promotional offers, without ever demonstrating any degree of risk with personal funds or serious intention to play, the redemption of all such promotional offers, including but not limited to sign-up bonuses, will be suspended until such times as the player demonstrates a playing history whereby a risk of personal funds is periodically demonstrated at the casino."
So unfortunately further casino bonus will remain suspended until your account reflects a true desire to deposit, wager and risk more of your personal funds.
There is no specific time frame on this, it all depends on how you show your intentions to play.
You are also able to accumulate all the points that you earn during this time and then once the suspension has been lifted you will be able to redeem the points as a bonus then.
You can still play, deposit and also make a withdraw without having any wagering requirements attached.
If there is anything more I can do for you, please let me know.
Our Customer Loyalty team is always here for you- 24 hours a day, 7 days a week, 365 days a year.
Thank you and kind regard

My response to this

So tell me how this applies to me. Which part of the below applies to me

"In the event that the casino deems a player to have misused a casino account for the exploitation of promotional offers, without ever demonstrating any degree of risk with personal funds or serious intention to play, the redemption of all such promotional offers, including but not limited to sign-up bonuses, will be suspended until such times as the player demonstrates a playing history whereby a risk of personal funds is periodically demonstrated at the casino."

I have played and risked my own money each time i have played. So what part of the above quote is applicable to me.

I look forward to hearing re this
 

spintee

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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
 

petro

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Or perhaps i am over reacting - what do you think ?

You are definitely not over-reacting.


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

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.
 

chiya

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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.
 

dunover

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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......
 

spintee

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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.

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
 

theGman

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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 ?
 

petro

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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.

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.
 

Casinomeister

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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.

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.
 

Casinomeister

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... but as I detest Viper casinos and don't play at any I shall sit back and see how this pans out......
I guess you aren't a video poker fan. MGS has the best video poker - hands down. :D
 

chiya

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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.

Sorry about that. This thread just made me recall me addressing some "questionable" terms of some casino in the past and your reply to it and it slightly triggered me. Because honestly what you're saying is that casino can have any rules they want, no matter how absurd they may be, as long as those rules are clearly displayed. And that those terms won't affect a casino having the Accredited status.

As for the issue in this thread, wouldn't what I wrote apply to this case as well? Loyalty points isn't exactly a promotion, but it's something casino doesn't have to offer at all to begin with. But they offer it. And their T&C clearly state who the points are intended for. So going by above I don't see a problem with what the casino is doing .. at least where Accredited status is concerned.

Meh clearly I'm misunderstanding this whole Accredited thing to begin with so I'm sorry I guess.
 

Jono777

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Meh clearly I'm misunderstanding this whole Accredited thing to begin with so I'm sorry I guess.

As best I understand casino accreditation 'In a Nutshell' or 'Bottom Line I read into it that basically the casino in question can be trusted and if you win you will get paid.

Add on's (in this example the bonus / LP structure) is as with the case with all casino bonuses an optional extra which I suppose can (and Is) removed at the casinos discretion, nothing bonus related in CM accreditation criteria AFAIK.

Although I do not agree with the way CR suspend points I will defend them in that they are not as mentioned 'Just loyalty points' which are earned through wagers, they do offer a load of LP's in one 'big chunk' in the form of a deposit bonus which unlike other casinos is NOT automatically added more 'self redeemed' when you are ready.

The good advantage of this is that (if you are not bonus banned) that you can play out your cash first and if you get lucky you're not tied into to any WR as you would be 'from the off' with other viper casinos. Also if you bust out you can then have a 'second bite of the cherry' and redeem some points for further play.

I do like this system to be totally honest but as I've said before I think they simply need to 'lighten up' a bit. identify the difference between low rollers and Bonus abusers / AP's and they would see a lot less threads such as this one and a lot more regular, happy players despite being an MG alone casino(s).

Edit: I appreciate that there are small, slight contradictions to some of my previous thoughts on this matter, however I feel this is a very difficult situation to explain my true meanings in text.
 
Last edited:

theGman

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Vague Answers Again

So after asking them to tell me what part applied to me. I got another vague answer. This is the latest installment. So far i have been told that i win too much - take to much bonus etc etc etc. I am pretty sure i have only taken what i have been offered.

Hello XXXX,
Thank you for your email.
As it's the system that applies the suspension I'm unable to provide the exact details.
However looking at your account I can see you've received a fair bit of bonus from us and as mentioned in previous emails it is a few things that constribute to the suspension of your account such as (This includes, but is not limited to):
· Your game play history
· Your bonus history
· Your deposit history
· Your withdrawal history
I hope this has adequately answered your question.
If there is anything more I can do for you, please let me know.
Our Customer Loyalty team is always here for you - 24 hours a day, 7 days a week, 365 days a year.

So if one of these things is out of kilter according to their algo - they wont tell you what it is - then your points are suspended. But to offer and then not honour - well thats a no no i would think.

My latest response

Hi xxxxx

No i am afraid it does not answer my question at all.

I have only claimed what i was offered. Indeed i think i have not been able to use any of those offers as well.
The fact of the matter is that if you don't want people to claim bonuses - do not offer them.

This is all very vague and completely unsatisfactory.

In addition - my account has not been suspended as per your email. The ability for me to use points has been.

Thank you for your answer though.

Best Regards
xxxx

I am a fair man and would not have brought this onto the CM site if i did not feel aggrieved by this action. I am not a high roller but i do enjoy a few particular games with a set budget. If i get lucky, and i don't expect too , it feels like i am being penalised.

So you get penalised for winning , penalised for taking bonuses they offer. Doesn't sound like a great thing to me.
 

spintee

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I love it when some casinos eat there own words,

Sorry we cannot implement this and that, But as soon as something is up with an account such as bonus banned its sorry we do not know as its all automated (built in) Yhe right as if,

Every things built in accept the major details like max bet or disallowed games :what: which should really be the easiest to implement
 

theGman

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Incredible

Wow talk about being vague . I did get a response fairly rapidly though. You be the judge of this response though. They don't want to honour their side of the bargain - but they are more than happy to allow me to deposit and play - they just cant tell me what the suspension is for , but they are sure that if i keep depositing - it will be lifted. I will be amazed if they can get away with this. As far as i am aware - this is the only account i have with them that i have deposited on.

The latest email

Hello xxxxxx,
Every player, including you, can take advantage of the promotions.
In fact you have earned VIP points from it as it was stated.
You have at the moment xxxx VIP points available.
The suspension affect the Casino Rewards accounts and even if you earn the VIP points you won't be able to redeem them in your account.
The temporary suspension of Casino Rewards VIP points is based on a number of contributing factors, including your entire history within the Casino Rewards network.

As indicated in your Casino Rewards page, we are unable to provide you with the specific criteria by which the suspension will be lifted

We simply ask that you continue to demonstrate an intention to play, deposit & wager at the casino. Your entitlement to redeem points will then be replaced.
If there is anything more I can do for you, please let me know.
Our Customer Loyalty team is always here for you - 24 hours a day, 7 days a week, 365 days a year.
Thank you and kind regards,
 
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