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Misleading Major Tom Casino Bonus

Discussion in 'Casino Complaints - Bonus Issues' started by mrmark21, Nov 13, 2013.

    Nov 13, 2013
  1. mrmark21

    mrmark21 Meister Member

    Occupation:
    Telecommunications Consultant
    Location:
    australia
    I received the following bonus from Major Tom Casino...

    Misleading Major Tom Casino Bonus: major tom casino 2.jpg,Nov 13, 2013

    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.

    Misleading Major Tom Casino Bonus: Untitled3.jpg,Nov 13, 2013

    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...

    Misleading Major Tom Casino Bonus: Major Tom Casino 1.jpg,Nov 13, 2013

    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: Nov 13, 2013
  2. Nov 13, 2013
  3. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    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.
     
  4. Nov 13, 2013
  5. mrmark21

    mrmark21 Meister Member

    Occupation:
    Telecommunications Consultant
    Location:
    australia
    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.
     
    3 people like this.
  6. Nov 13, 2013
  7. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    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
     
    2 people like this.
  8. Nov 13, 2013
  9. mrmark21

    mrmark21 Meister Member

    Occupation:
    Telecommunications Consultant
    Location:
    australia
    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.
     
  10. Nov 13, 2013
  11. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    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".
     
    7 people like this.
  12. Nov 13, 2013
  13. randomiam

    randomiam Meister Member

    Occupation:
    n/a
    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
     
  14. Nov 13, 2013
  15. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    Did you miss the part where it was an error? I.e. you wouldn't be getting it anyway?

    You didn't "lose" anything.
     
    1 person likes this.
  16. Nov 13, 2013
  17. dunover

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

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    "Ashes to ashes, funk to funky, we know Major Tom's a junkie....."
     
    2 people like this.
  18. Nov 14, 2013
  19. mrmark21

    mrmark21 Meister Member

    Occupation:
    Telecommunications Consultant
    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.
     
  20. Nov 14, 2013
  21. mattsgame

    mattsgame Ueber Meister CAG webmeister

    Occupation:
    Web Master
    Location:
    Clown Town

    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.
     
  22. Nov 14, 2013
  23. MyronRR

    MyronRR Dormant account

    Occupation:
    Affiliate Manager
    Location:
    Johannesburg
    Apologies

    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
     
  24. Nov 14, 2013
  25. Tirilej

    Tirilej On a Break

    Occupation:
    Breathing
    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?
     
    1 person likes this.
  26. Nov 14, 2013
  27. MyronRR

    MyronRR Dormant account

    Occupation:
    Affiliate Manager
    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.

    Misleading Major Tom Casino Bonus: MT Numbers.jpg,Nov 14, 2013
     
  28. Nov 14, 2013
  29. tryme

    tryme Experienced Member PABnononaccred webmeister

    Occupation:
    Why Do People Always Ask That
    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.
     
    1 person likes this.
  30. Nov 14, 2013
  31. Tirilej

    Tirilej On a Break

    Occupation:
    Breathing
    Location:
    Sweden
    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 ;)
     
  32. Nov 14, 2013
  33. dobbul

    dobbul Experienced Member MM

    Occupation:
    Nurse
    Location:
    Greenock, Scotland. UK

    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:
     
  34. Nov 14, 2013
  35. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    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:-

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

     
  36. Nov 14, 2013
  37. mrmark21

    mrmark21 Meister Member

    Occupation:
    Telecommunications Consultant
    Location:
    australia
    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:
     
  38. Nov 14, 2013
  39. mrmark21

    mrmark21 Meister Member

    Occupation:
    Telecommunications Consultant
    Location:
    australia
    Post deleted.
     
    Last edited: Nov 14, 2013

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