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Casino Complaint Quasargaming?

Discussion in 'Casino Complaints - Bonus Issues' started by gagamel, May 4, 2015.

    May 4, 2015
  1. gagamel

    gagamel Professional smurf hunter MM

    Occupation:
    Care Manager
    Location:
    Switzerland
    Hi
    made my second deposit there this evening (50% Bonus).

    Well, the game I want to play has a minimum of 4 Euros per spin, Rumple Wildskin I think is the correct name.

    My bonus balance (75 Euros) can`t be played, no way to get it into my account.

    Made 2 mails to CS and no answer until now (first was made 2 hours ago)

    No live support around.

    For an accredited casino I expect a little bit more. This is really poor behaviour.

    I hope the rep will read this soon, will give her a PM now.

    I`m really disappointed.

    Problem solved, after more than 2 hours my bonus was funded to my account.
     
    Last edited: May 4, 2015
  2. May 4, 2015
  3. lotusch

    lotusch Megaways Slots, as useless as salt in your coffee webby PABaccred mm2

    Occupation:
    Marketing Assistant
    Location:
    Dún Dealgan
    Ye I don't know why they have some games with that ridiculous minimum 4 Euro bet,or sometimes 2 Euro.
    As on most casino's that offer Novo slots you can adjust the bet from €0.20 up to €50.00 or something like that I think.
    I can play Rumpel on Energy Casino or Casumo on minimum stakes.
    So no clue why Quasar have a few games where they upped the minimum stake so much.
     
  4. May 5, 2015
  5. hedgehok

    hedgehok Meister Member mm3

    Occupation:
    self-employed
    Location:
    Germany

    Wow you are really impatient :) I actually think they were fairly quick compared with even some accredited casinos.
    Glad that everything was sorted in the end.
     
  6. May 5, 2015
  7. diva2000

    diva2000 Dormant account

    Occupation:
    Affiliate Manager
    Location:
    Malta
    Dear Gargamel,

    Thank you for contacting us.

    Kindly note that our support department currently operates Monday to Friday (office hours) and rotation basis over the weekend. Emails to support will then be addressed the following day in the order they were received.

    With regards to the minimum spin on certain games - yes we are aware of this and working on it!

    As for your original issue -

    According to our terms and conditions own funds and bonus money are separate due to bonus wager requirements, therefore bonus amount does not appear in the game while the player has his own funds. Player starts playing with deposit money first. Bonus amount is available when the player balance is 0.20€ or less of his own money. To activate the bonus player needs to exit the game and enter again.

    This information is actually provided on your Cashier > My Bonuses Page so we confirm that there was no issue, and you have already played your bonus, and therefore nothing to resolve :)

    Should you require further assistance please do not hesitate to get in touch with us, we would be happy to help!

    Best Regards,
    Rebecca


     
    1 person likes this.
  8. May 5, 2015
  9. diva2000

    diva2000 Dormant account

    Occupation:
    Affiliate Manager
    Location:
    Malta
    Hi All,

    Glad to see that some of you are trying out our recently added new Games :) - If you have any questions by all means, please send them through.

    As for the minimum amount of certain games, i am working on this and it would be really great if you could provide me with the game name of those that have high amounts. I wanna be sure that i don't leave any out.;)

    Thanks in advance,

    Regards,

    Rebecca
     
  10. May 5, 2015
  11. gagamel

    gagamel Professional smurf hunter MM

    Occupation:
    Care Manager
    Location:
    Switzerland
    Hi diva

    thank you for your quick response.

    19 hours to get a feedback is way too long in my opinion. I deposit my money and if there is a problem I dont want to waint more than 15 minutes. Because of that a casino without 24/7 live chat is not a casino I can call a good one. 4 Euros minimum bet is a joke. I played yesterday this Rumple Wild Slot and it has a lot of potential in the base game so I think this is the reason you make the min. bets so high. --> Other casinos I can play your games have all a 0.40 min. bet.

    Well, my problem is solved but how your casino handle my issue is not bad but also not great. I can give you 10 casinos who handle their player issues better in a shorter time.

    Maybe I will give you another shot when your min. bet policy has changed.

    Best Regards

    gagamel
     
  12. May 6, 2015
  13. diva2000

    diva2000 Dormant account

    Occupation:
    Affiliate Manager
    Location:
    Malta
    Hi Gagamel,

    Thank you for your feedback.

    Our support department work very hard to ensure that queries are answered in a timely fashion and we aim to provide a response within a 24 hrs time window. In the event that you encounter any technical problems, then it is our developers who intervene and assist. The time frame for such problems highly depends on the issue/s that one is experiencing at the time.

    In your case, there was no issue which is why you then received a reply from our customer support department following normal procedure.

    With regards to the minimum bets - we are working on this as QuasarGaming.com does not set the limits for the games but the software providers so it will require some time to reduce the amount.

    lastly, can you please confirm - I believe your original post was that the minimum bet per spin was €4.00 on Rumple Wild Slot - is this correct?

    Thanking you in advance,

    Regards,
    Rebecca




     
  14. May 8, 2015
  15. gagamel

    gagamel Professional smurf hunter MM

    Occupation:
    Care Manager
    Location:
    Switzerland

    This is correct
     
  16. May 8, 2015
  17. diva2000

    diva2000 Dormant account

    Occupation:
    Affiliate Manager
    Location:
    Malta
    Thanks Gagamel for confirming.

    I am trying to replicate the same minimum bet and its showing €0.20c for me but there is a reason for this. Is it possible that you are setting all 20 lines (which is the maximum you can set) @ 0.20c? Can you please confirm!

    If this is not the case, I would really appreciate a screenshot.

    Thanks in advance,

    Regards,
    Rebecca





     
  18. May 8, 2015
  19. gagamel

    gagamel Professional smurf hunter MM

    Occupation:
    Care Manager
    Location:
    Switzerland
    Hi Rebecca

    yes minimum bet was 0.20 per line. Now it is 0.02 per line, 040 for all lines.

    Thank you:)
     
  20. May 8, 2015
  21. Simmo!

    Simmo! Moderator Staff Member

    Occupation:
    Web Dev.
    Location:
    England
    Aha! That's a years-old mystery solved. Before the UK was blocked I used to get bonuses and never knew how to unlock them so I assumed they were just showing me what I could achieve if I played more - so I gave up logging in for them :D There should be a clearer message in the My Account section IMO.
     
  22. May 11, 2015
  23. diva2000

    diva2000 Dormant account

    Occupation:
    Affiliate Manager
    Location:
    Malta
    Hi All,

    Kindly note that we managed to reduce the minimum amount to 0.02c per line on the game - Rumpel Wild Spins

    We are working on the other games which have a higher minimum bet and will keep you updated.

    Any problems, please let me know.

    Have a lovely week ahead everyone!

    Regards,
    Rebecca
     
    1 person likes this.
  24. May 11, 2015
  25. quber

    quber Senior Member

    Occupation:
    spy
    Location:
    Europe
    This isn't a very good system at all. If I was playing at, say, €1 a spin then unless my balance happens to fall within the €0.20 i can't activate the bonus without having to lower my bet. Nobody likes to lower their bet in case that big win comes in.

    Rumpel is now €0.40 Minimum so if I had 65 cents then had a minimum spin that leaves me on 25 cents so the only way to get the bonus is to play on less than maximum lines .
     
  26. May 12, 2015
  27. diva2000

    diva2000 Dormant account

    Occupation:
    Affiliate Manager
    Location:
    Malta
    Hi quber,

    Thank you for your message.

    I am not sure I understand you question though.

    The amount is set to 0.20c because the minimum pay in amount to start a session is also 0.20c. You cant start a any session with less than 0.20c. Your bonus then becomes unlocked when your own funds are at 0.20c or less so that you can continue to enjoy the games and increase your chances of winnings.

    Using your same example - if you had €5 balance left and would like to set €1 per spin you can use up you balance in this manner with a total of 5 spins and your bonus will still be unlocked.

    *Please be informed that Rumpel Wild Spins is now set to a minimum bet per line of 0.02c

    Any questions, please let me know.

    Regards

    Rebecca


     
  28. May 13, 2015
  29. quber

    quber Senior Member

    Occupation:
    spy
    Location:
    Europe
    Hi Rebecca,

    Maybe i didn't explain well.

    In your example of a €5 balance and playing €1 a spin, if i win 0.25cents on one of those spins I end up with a balance of 0.25cents. Not enough to have the bonus awarded and not enough for another spin, I am just stuck in the middle.

    Even if i had won 0.40 cents i would have to lower my bet for one spin just to get the bonus and how unhappy would I be if that lower spin gave me a bonus round. I know this is a difficult one to solve as whatever the lower limit is it will be too low for someone but if the bonus was awarded at, say, the €1 level it would be easier to fall into without lowering the bet.
     
  30. May 14, 2015
  31. diva2000

    diva2000 Dormant account

    Occupation:
    Affiliate Manager
    Location:
    Malta
    Hi quber,

    Yes I see your point.

    Our terms and conditions state that in order for your bonus money to become unlocked, own funds balance must be €0.20c or less and one would have to exit the game and re enter in order to play the bnus. Having said that, i will make sure that your explanation will reach our head of Operations so that he is aware of the situation.

    Best Regards,

    Rebecca.


     

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