Misleading Major Tom Casino Bonus

mrmark21

Dormant Account
Joined
Nov 13, 2012
Location
australia
I received the following bonus from Major Tom Casino...

major tom casino 2.jpg

Of course I was happy on my cheery little way to playing some Microgaming on the house! Of course had I know the frustration I would experience later I wouldn't have bothered. But since I did receive the bonus I contacted Customer Support so I knew how to claim the T&Cs etc. I spoke to a very friendly agent named Seanetha.

Untitled3.jpg

Seanetha: Welcome to the casino Mark. How may I assist?
Me: Hello Seanetha. I'm so sorry I have one last question about the $50 NDB. Lol! When do I claim?
Seanetha: Sure when the casino is launched Mark.
Me: Okay great. So I can just claim the NDB when Major Tom Casino is launched?
Seanetha: That is correct :)
Me: Okay thanks :) Bye.


I saw today that another member had claimed the NDB already and I thought maybe I missed something or something was lost in translation. So I contacted Customer Support again. Now here's where the headache begins...

Major Tom Casino 1.jpg

THE RIGHT HAND DOSENT KNOW WHAT THE LEFT HAND IS DOING!...

Right now as a result I'm feeling rather agitated. The agent was not helpful and actually rather rude they tried to palm this problem back on to me. I'm the customer I don't work there, I don't know what their promotions are that's their job. I almost felt like the agent was annoyed that I was wasting their time when I was just trying to clarify what had happened.

I assumed the chat agent Georgious was wrong because I had visited some other gambling forums and noticed that members there had claimed the $50 ND (this email/bonus was not an error). The agent just kept repeating you are not eligible over and over again (about eleven times). Didn't matter what question I asked I got the same answer (as you can see above). I was going to contact the Rep prior to posting this on the forum so I asked what the supervisor thought would be the better course of action. Their answer frustrated me to no end and up it goes.

I'm just extremely baffled over the misleading advertising. Not to mention annoyed with how this matter was handled by someone who "claimed" to be a supervisor. I think it's either a con to get people to register at this new Major Tom Casino or a failure to keep CS informed.
 
Last edited:

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
Denis said that Georgios told you that the mail was sent in error.....where is the live chat log for that conversation? You haven't shown it.

If it was an error, and you were told this, then...well..it was an error. They happen.

You'll also note that the first rep said "Yes...WHEN we launch". Suggests to me that they haven't launched yet, which might be why Denis was saying he couldn't offer you anything.

It will more than likely have 30xWR and a $100 max cashout, so I wouldn't bother.
 

mrmark21

Dormant Account
Joined
Nov 13, 2012
Location
australia
Denis said that Georgios told you that the mail was sent in error.....where is the live chat log for that conversation? You haven't shown it.

If it was an error, and you were told this, then...well..it was an error. They happen.

You'll also note that the first rep said "Yes...WHEN we launch". Suggests to me that they haven't launched yet, which might be why Denis was saying he couldn't offer you anything.

It will more than likely have 30xWR and a $100 max cashout, so I wouldn't bother.

That's the best that I can do. I'm really not tech savvy myself. I have included the image for that along with the conversation since I know people will probably get eye strain from trying to figure out the picture (if anyone knows how to enlarge a picture pls let me know). Anyway so...

There was no error. I saw on Affiliate Guard Dog forum that other members have already claimed this NDB. So no couldn't have been an error. I can provide a screenshot from that forum if you would like?

See I would have been fine had this been the case but it wasn't. Others have already claimed. I'm more annoyed over the way this was handled. I probably wouldn't haven't even posted had the agent treated me like a normal person instead of dumbo. They were purposefully patronizing me. They repeated the same thing eleven times (from memory).

Besides that's misleading. Passing out a freebie and then acting like it was an error when it obviously wasn't since other people have claimed.
 

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
Joined
Aug 25, 2004
Location
Bexhill on sea, England
There was no error. I saw on Affiliate Guard Dog forum that other members have already claimed this NDB. So no couldn't have been an error. I can provide a screenshot from that forum if you would like?
Did you not also see on AGD where the rep admitted it was a major-tom cock-up by them and made a humble apology?
The casino has not officially launched yet - so it WAS an error to send out those promos.
They had to honour the offer to those who had already claimed & started playing, but are not allowing any further new players until the launch at the end of this month.
It's not rocket-man science! :p

BTW, to anyone who is wondering - this is a new sister casino to Red Flush and Casino La Vida (who are Accredited here at CM)

KK
 

mrmark21

Dormant Account
Joined
Nov 13, 2012
Location
australia
Did you not also see on AGD where the rep admitted it was a major-tom cock-up by them and made a humble apology?
The casino has not officially launched yet - so it WAS an error to send out those promos.
They had to honour the offer to those who had already claimed & started playing, but are not allowing any further new players until the launch at the end of this month.
It's not rocket-man science! :p

BTW, to anyone who is wondering - this is a new sister casino to Red Flush and Casino La Vida (who are Accredited here at CM)

KK

Thanks for pointing that out KK. I can admit I wasnt aware of that... But what this boils down to is that the first agent I spoke with gave me the wrong information. That means the left hand dosent know what the right hand is doing the first agent I spoke with certainly didnt know what she was doing. So who do I listen to the first agent or the second? Shouldnt be so confusing. They should have both told me the email was an error. Simple.

Well good CS isnt rocket sience either but they failed miserably at that. The only thing thats worse than bad cusomer service is rude cusomer service.

I know which group they belong to which made this experience worse because I didnt see it coming. I only play at CM accredited casinos to avoid this sort of stuff.
 

maxd

PAB (Complaints) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
FWIW we're seeing PABs where they did allow the players to claim then bonus then later denied winnings based on the "error". Seems a bit more dust needs to settle re the borked NDB before they can claim it's "all fixed".
 

randomiam

Dormant Account
Joined
Jun 4, 2013
Location
australia
i got the mail

clicked link got halfway thru download it stopped refreshed and lost my chance at the free 50 when i loaded page again got error tried a few days later and couldn't then seem like its all go means it stuffed in this case
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
clicked link got halfway thru download it stopped refreshed and lost my chance at the free 50 when i loaded page again got error tried a few days later and couldn't then seem like its all go means it stuffed in this case

Did you miss the part where it was an error? I.e. you wouldn't be getting it anyway?

You didn't "lose" anything.
 

mrmark21

Dormant Account
Joined
Nov 13, 2012
Location
australia
Well knowing there are PABs being submitted from players that did play the NDB and then had their winnings denied based on this "error" means that had they honoured the bonus I probably would have ended up in the same basket. So that sheds some more light on things...

My major issue with Major Tom Casino was actually the terrible level of CS from an extremely unpleasent agent who "claimed" to be a supervisor (IMO a supervisor would never behave like that). I'd expect that kind of service from some clip joint not an accredited casino. That's what made the experience worse I didnt see it coming. Well at least I was saved the hassle of claiming only to find I couldnt cash-out anything.

I think Dunover had it right with his post. One sign up bonus I wont be taking.
 

mattsgame

Meister Member
webmeister
CAG
Joined
Sep 17, 2009
Location
Out Of Town
FWIW we're seeing PABs where they did allow the players to claim then bonus then later denied winnings based on the "error". Seems a bit more dust needs to settle re the borked NDB before they can claim it's "all fixed".


This was a huge unprofessional stuff up on Red Returns part, they have not made to many friends with both players and affiliates on this issue. Mistakes happen, but I think they should honour those who were able to claim and play and own up to the mistake.

They should also be tagging players who signed up through email who where already tagged to an affiliate but that's a different discussion.
 

MyronRR

Dormant account
Joined
May 20, 2010
Location
Johannesburg
Apologies

This was a huge unprofessional stuff up on Red Returns part, they have not made to many friends with both players and affiliates on this issue. Mistakes happen, but I think they should honour those who were able to claim and play and own up to the mistake.

They should also be tagging players who signed up through email who where already tagged to an affiliate but that's a different discussion.

Hello CM Members,

OK so we have Apologized for this cock up as you so eloquently put it lol.

It was very unprofessional but in all Honesty it was a Mistake we wanted to only send to a select test group of our own players , players we have attracted via our own marketing and SEO etc NO AFFILIATE PLAYERS were to be included somewhere along the line this was missed and well as the know the mail was sent.

When we realized what had been done we pulled the page immediately and honored all those players that came in before the page was taken down.

The casino is not live yet and we were testing in order to ensure everything went smooth when we did launch.

We are also in the process of doing an audit on players who should be tagged to affiliates and these will be done soon.

Once this has been completed affiliates who did have players will be notified and we will let you all know.

We do apologize it was human error and not intended to upset or harm anyone.

We are working on rectifying this and will have a positive solution soon.

Thanks
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
Am I missing something?
You say you honoured those who claimed the nd, but I read on the page before that you did not honour their winnings?

Will they get paid?
 

MyronRR

Dormant account
Joined
May 20, 2010
Location
Johannesburg
Break Down

This is the breakdown below. There were 442 registrations and out of that 96 players could be traced back to affiliate accounts on our other two casino brands. These players have been tagged to the appropriate affiliates and each affiliate will receive a mail today containing an apology and their unique Identifier matching one of the below. Feel free to contact us if you have any further questions or queries.

MT Numbers.jpg
 

tryme

New Member
webmeister
PABnononaccred
Joined
May 26, 2011
Location
Kent, UK
Myron was a little more, shall we say, disingenuous than that, Tirilej.

He didn't say they had honoured those who claimed the NDB. What he actually said was "..we pulled the page immediately and honored all those players that came in before the page was taken down"

In other words, those who tried to claim the bonus after the page was pulled didn't get their bonus honoured at all.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
Myron was a little more, shall we say, disingenuous than that, Tirilej.

He didn't say they had honoured those who claimed the NDB. What he actually said was "..we pulled the page immediately and honored all those players that came in before the page was taken down"

In other words, those who tried to claim the bonus after the page was pulled didn't get their bonus honoured at all.

I know and that's ok for me.
My question was if those that did get the bonus, managed to win on it, will they get paid?

I'm always amazed when someone are ignoring me ;)
 

dobbul

Dormant Account
MM
Joined
Jul 30, 2012
Location
Greenock, Scotland. UK
Myron was a little more, shall we say, disingenuous than that, Tirilej.

He didn't say they had honoured those who claimed the NDB. What he actually said was "..we pulled the page immediately and honored all those players that came in before the page was taken down"

In other words, those who tried to claim the bonus after the page was pulled didn't get their bonus honoured at all.


Yes, I received the email invitation to beta test the casino with 50 free credits but when I clicked on the link it just took me to a page saying "oops, looks like we pulled the trigger too early!" :confused:
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
If the casino is actually working, and taking real money bets, what's the problem with honouring the early birds. It's hardly a secret, it has been promoted for the past month in a few places.

Oddly enough, and even more confusing, the website says this:-

Owned and Operated by Great Gaming Heights Ltd, Gibraltar - Gibro House, 4 Giros Passage, Gibraltar

How, therefore, is it a sister casino to Red Flush and La Vida:confused:

Where is the Casino based?

Red Flush online casino is based in the British Virgin Islands.

Is the Casino Licensed?

Red Flush online casino is licensed and regulated by the Kahnawake Gaming Commission in Kahnawake.
 

mrmark21

Dormant Account
Joined
Nov 13, 2012
Location
australia
Myron was a little more, shall we say, disingenuous than that, Tirilej.

He didn't say they had honoured those who claimed the NDB. What he actually said was "..we pulled the page immediately and honored all those players that came in before the page was taken down"

In other words, those who tried to claim the bonus after the page was pulled didn't get their bonus honoured at all.

I absolutely agree. I think that was extremely misleading and as a result I'm on my way now to close my accounts at this group of casinos. I wasn't going to be depositing at this group after that horrible CS anyway. I understand that there will be "errors" but (IMHO) I just don't believe an error was all it was...

"Here's the bonus we promised before you registered. Hold on now that you have registered we won't be honoring that bonus but thanks for the registration" :rolleyes:
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
This has angered affiliates too. Mainly because the "correction" now directs THEIR traffic to a page that allows the player to register an interest prior to launch, which means that ON launch, their eventual registration may not get tagged to the referring affiliate, but tagged as a direct invite from the casino.

So far, affiliates have not been given any assurance that players they send, and who fill in the form to express an interest, will be tagged to them when the casino sends out the invites to these players.

The published list also shows that of over 400 accounts, a little under 100 got tagged to an affiliate, yet there had been no legitimate promotion of the casino as it had yet to launch. I would have expected this error to have resulted in almost all sign ups being the result of direct marketing, which as we know went out early.

What this suggests is that 75% of the direct marketing was intended to bypass affiliates altogether, and would have done without affiliates really noticing had it gone out as intended after launch. The alternative suggestion is that something has gone wrong with tracking, and affiliates are losing out on a considerable amount of revenue.

Now that this has become more widely known, affiliates could lose out even more as they cannot now send any traffic till launch, but players who read about this and search for this casino are presented with the "register an interest" form, which denies any affiliate the chance to capture and send this player.
 

maxd

PAB (Complaints) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
FWIW we're seeing PABs where they did allow the players to claim then bonus then later denied winnings based on the "error". Seems a bit more dust needs to settle re the borked NDB before they can claim it's "all fixed".

The PABs related to this issue have concluded. In the first case the player was not on the invitees list for the NDB -- apparently he got the link to it from a bonus board somewhere -- and his winnings were denied. In the second case the casino had sent the player an invitation -- albeit "mistakenly" -- and the player was or will be paid.
 
Top