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Prime casino bonus issue

Discussion in 'Casino Complaints - Bonus Issues' started by aolegf, Mar 3, 2015.

    Mar 3, 2015
  1. aolegf

    aolegf Full Member PABnononaccred PABnonaccred

    Occupation:
    finance
    Location:
    Latvia
    hello, recive email with special bonus code on my deposit, enter code deposited, but dont recive bonus. Go to support, but support told me they can credit only 100% bonus not 150% offered in email. Im trying to discuss this, but operator very quickly credited 100% bonus, have write email to support, but dont recive answer. have chat session, where operator told about wrong code send to me:

    Chat InformationPlease wait for a site operator to respond.
    Chat InformationYou are now chatting with 'Alexsandrant'
    Alexsandrant: Welcome to Live Chat. Please confirm your username so that I can assist you.
    This email is not visible to you.:
    Alexsandrant: I can see your question
    Alexsandrant: I can also assist you in Russian
    This email is not visible to you.: da
    Alexsandrant: Спасибо. Подождите пожалуйста минутку, я проверю Ваш игровой счёт.
    Alexsandrant: Я вижу, что вы ВИП игрок и я передам этот чат ВИП менеджеру. Для переписки может бвть использован онлайн переводчик
    Chat InformationPlease wait while I transfer the chat to 'Emre'.
    Chat InformationYou are now chatting with 'Emre'
    Emre: Hello Mr Aleksejevs
    Emre: how are you today?
    This email is not visible to you.: hi
    This email is not visible to you.: dont recive answer to my email
    This email is not visible to you.: I need it to send complaint about bonus issue to casinomeister
    Emre: Where did you send the email to?
    This email is not visible to you.: This email is not visible to you.
    Emre: perhaps you mispelled the email address since we did not receive an email from you at that address
    Emre: What is the bonus issue exactly?
    This email is not visible to you.: ok,
    This email is not visible to you.: I recived email with special code
    This email is not visible to you.: For your next deposit I would like to offer you a special VIP bonus of 150% up to 500, with the code VPRIME. The code can be used with only one deposit. Standard bonus terms apply.
    This email is not visible to you.: I have deposited with this code
    This email is not visible to you.: but dont recive bonus°
    This email is not visible to you.: vip support told me : can added only 100% bonus not 150%
    Emre: Yes Thomas did this for you
    Emre: The code is VPRIME150 and VPRIME
    This email is not visible to you.: but email and bonus code was for 150% bonus
    This email is not visible to you.: I want remaining 50% bonus from my deposit
    Emre: Sorry but this is not possible
    Emre: You are asking for bonus for the funds that you played with
    Emre: You also agreed on having the 100% bonus for these funds when Thomas offered and credited it for you
    This email is not visible to you.: I have asking before I play, but vip support dont whant to give me this bonus
    This email is not visible to you.: why in email was wrong code?
    Emre: Was it?
    This email is not visible to you.: Hi Olegs () I don’t speak Russian so I’m using an online translator to write you this e-mail. I tried calling you earlier on today but I couldn’t reach you. My name is Delia and I’m one of the VIP managers hers in Prime Casino. I just wanted to see how everything is going with the new platform and if you enjoy our new games. We’re very proud of this upgrade and the new games we were able to bring by doing it, and we really hope you will have a much better experience and more winnings with us. For your next deposit I would like to offer you a special VIP bonus of 150% up to 500, with the code VPRIME. The code can be used with only one deposit. Standard bonus terms apply. If you have some time, I would love to hear from you – how you like it and if everything is ok. We are always here to help you so, if you have any questions or if you need anything, please don't hesitate to contact us. Sincerely, Delia
    This email is not visible to you.: I have entered code VPRIME
    This email is not visible to you.: this code is in email
    Emre: I see Delia mispelled the code in her email
    Emre: One moment please
    Emre: I wished you did not agree with Thomas when he offered you the 100%
    Emre: It was credited for you
    Emre: now I cannot help you
    Emre: I can help you by cancelling the free bonus credited for you for reaching Platinum level so that you will not need to wager that too - otherwise you will need to wager that bonus too so that you can withdraw
    This email is not visible to you.: ok,I will write this issue on casinomeister forum, have you here representative?
    Emre: You can do
    Emre: You needed to contact us before you spent your funds
    This email is not visible to you.: I have contacted
    Emre: I do not have information on your question
    This email is not visible to you.: but thomas say it will be not fair to give me 150%
    Emre: Yes you have but you got credited 100% bonus for your contact and now that they are gone, you are asking for the rest of it, which I do not find genuine to be honest with you
    This email is not visible to you.: but if I have write code I will have all funds 150%
    This email is not visible to you.: isnt?
    This email is not visible to you.: but you send me wrong code
    Emre: Yes but you should not have agreed with Thomas when he offered you 100% - you accepted and got it and played it and now asking for the rest - I am in a very uncomfortable position - Im sorry I cannot help
    Emre: Would you like me to cancel the free bonus credited for you for reaching Platinum level? Otherwise you will need to wager that free bonus after you wager the free welcome bonus that Talida credited you.
    Emre: You can only wager one bonus at a time
    This email is not visible to you.: what bonus?
    Emre: the free bonus credited for you for reaching Platinum level - you claimed that bonus too therefore you have two active free bonuses on your account
    Emre: and you can wager one bonus at a time
    This email is not visible to you.: I have 0.20 at my account
    Emre: Yes
    Emre: Sorry about that
    Emre: I see you have only bonus which is ok
    Emre: Im sorry that Im not able to help
    Emre: Can I help you with anything else?


    Why casino not credited promissed bonus? maybe is here rep for this casino?
     
  2. Mar 4, 2015
  3. redsfan

    redsfan Experienced Member webby

    Occupation:
    sales
    Location:
    bishop auckland
    Can you post the other Live Chat that you had with Thomas? The one where the bonus was credited. Think that is quite important
     
  4. Mar 4, 2015
  5. Mark_32Red

    Mark_32Red Affiliate Manager for Accredited Casinos

    Occupation:
    Head of Marketing
    Location:
    32Red Marketing Dpt
    You may want to edit your email address out of your post too....
     
    1 person likes this.
  6. Mar 4, 2015
  7. randomiam

    randomiam Meister Member

    Occupation:
    n/a
    Location:
    australia
    dont play the money

    wagering is not good there either way better casino choices out there
    if you haven't played you might be able to have the bonus removed play through the cash once and take it out if you esnd them a copy of the promo
    and they do not fix it take it alot further i have had this happen with a few microgaming download casinos in the past get bonus taken off and take you money
    if you start to play with it nothing can be changed they are not a good casino group from my point of view.
     
  8. Mar 4, 2015
  9. aolegf

    aolegf Full Member PABnononaccred PABnonaccred

    Occupation:
    finance
    Location:
    Latvia
    Thomas told me he cant credit me 150% bonus, because it will be not fair to another players, because I can still use bonus code for 150% . And while we spoken in chat he told me my bonus is credited, and I left chat, here was 100% not 150% bonus. I write email about this situation, but long timr not recive answer( until now no answer) and have played bonus and deposit...
     
  10. Mar 4, 2015
  11. aolegf

    aolegf Full Member PABnononaccred PABnonaccred

    Occupation:
    finance
    Location:
    Latvia
    just got this:
    Hi Olegs ()

    I don't speak Russian so I'm using an online translator to wrte you this e-mail.

    I was going through your account and I realised I made a mistake in the previous e-mail I sent you, regarding the VPrime150 bonus. Due to a typing error i gave you the wrong code VPrime instead of VPrime150.

    I can see you used the code I offered and you also had some discussions with my colleagues about this bonus - not receiving the whole 150% while it was my error. I'm deeply sorry for my mistake and I apologize for not seeing the mistake earlier. My colleagues couldn't credit the 150% bonus unfortunatelly because the code is still active for you and can be used for a next deposit, therefore they credited the next best bonus percentage 100%

    You can still use the correct code Vprime150 for a your deposit to receive 150% bonus. The code can only be used once and standard terms apply.

    Once again I'm really sorry for this error and I hope you will forgive my mistake. As a compensation I credited 25 euro bonus to your account and you can claim it in the Bonus section of the Cashier. Standard bonus terms apply.

    We are always here to help you so, if you have any questions or if you need anything, please don't hesitate to contact us.

    Sincerely,

    Delia
     
  12. Mar 4, 2015
  13. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Why are you even wasting your time here? Prime Casino is the rogue casino section, so you have no sympathies from me whatsoever. In fact looking at your posting history you are just a walking disaster when it comes to dealing with online casinos.

    You've been a member since 2007, and you don't set a good example for the newbies.
     
    1 person likes this.
  14. Mar 4, 2015
  15. aolegf

    aolegf Full Member PABnononaccred PABnonaccred

    Occupation:
    finance
    Location:
    Latvia
    I dont know its rogue casino, trying to find casino in rogue section, found prime casino under playtech with Playtech Casinos with Progressive Limitations, but this casino isnt playtech, I play here WMS slots.
     
  16. Mar 4, 2015
  17. dillos

    dillos Experienced Member

    Occupation:
    gambling nothing else
    Location:
    earth
    lately the casino change casino platform ... i say that because i find in my inbox email from their with bonus to celebrate the event.. there is no need to say that i can't take nothing from prime :)
     

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