[Resolved] Casino La Vida not removing bonuses

thetest32

Non-Gambler
Joined
May 19, 2003
I've just been playing at Casino La Vida and had a very bad experience with them not removing bonuses. Granted, I made a few deposits and claimed the bonuses. However, after not being able to meet requirements I zero'd out - no balance at all. I then made a further deposit and found another bonus had been added. I IMMEDIATELY went to support (having not played a penny) asking for it to be removed. My request has been flatly refused. I'd strongly suggest avoiding casinos like this - definitely NOT a good experience.

Chat below:


Ben Roles: Hello - I just made a 20 purchase. However, a bonus has been added

Ben Roles: I've played with your bonuses earlier and seem to crash out on wagering!

Ben Roles: hence please can you remove the 6.60 bonus on my account (i have NOT played since deposit or bonus was added)

Ben Roles: then if i get lucky i can cash in!!


Jeremy: Thank you for Ben for your query. Unfortunately, that bonus will not be removed as it has to meet the wagering requirement has to be fulfilled. Please do send us an email at: support@casinolavida.com requesting to us to not send you any bonus promotional offers. This will be effected for all future bonuses

Ben Roles: NO - I haven't played this bonus

Ben Roles: nor the deposit

Ben Roles: hence please remove the bonus

Ben Roles: remember you are listed at casinomeister where one of your conidtions is to remove a bonus on request

Ben Roles: as long as the deposit or bonus has not been played

Ben Roles: which that has not

Ben Roles: i have deposited, had the bonus immieadtely added but NOT played it

Ben Roles: i.e. NO bets have been placed since the deposit /bonus was added

Jeremy: We are aware of where we are listed Benjamin, however the former still applies

Ben Roles: How does it?

Ben Roles: as per casinomeister: "Must remove any bonus and associated playthrough requirements at the request of the player if play has not commenced. "

Ben Roles: this is the situation I am in

Ben Roles: the term is here: https://www.casinomeister.com/accredited-casinos/

Jeremy: All bonuses credited need to meet the wagering requirement Benjamin as per the rules mentioned on the Terms and Conditions

Ben Roles: Jeremy... I HAVE NOT played the bonus

Ben Roles: I HAVE NOT played my deposit

Ben Roles: I DO NOT WANT the bonus

Jeremy: I have read your comments Benjamin, however, the former still applies as mentioned

Ben Roles: hence please remove it - i want to bet with my own money and chance winning

Ben Roles: Jeremy - why are you not removing the bonus?

Ben Roles: i do not understand>

Ben Roles: ?

Ben Roles: I have NOT played on the deposit / bonus?

Jeremy: The reasons have been mentioned above Benjamin
 

Marie2473

Dormant account
Joined
Oct 2, 2008
Location
Sweden
Wow that is an alarmbell for sure. They are in the review of beeing accredited right?
I do not understand why he/they would not remove it since u did not claim it yourself and also had not started playing.
I for sure will avoid this casino!
 

thetest32

Non-Gambler
Joined
May 19, 2003
Precisely. Thankfully it was a poxy 6.60 bonus so I met the requirements in the end and cashed in. But what if I had deposited 200 or more as I sometimes do? I would have been FORCED to play away hard earned money (unless I had a LOT of luck).

B.
 

Pinababy69

RIP Lisa
Joined
Oct 15, 2004
Location
Toronto, Ontario - Canada
It is a standard for accreditation here:

Must remove any bonus and associated playthrough requirements at the request of the player if play has not commenced.

Drop Bryan a PM and make him aware of this thread. He doesn't read every thread on the forums, and skims many. Sometimes if you want him to know something specific, you gotta give him a heads up.
 

thetest32

Non-Gambler
Joined
May 19, 2003
I have done already Pina. I was shocked that even when I pointed out this term to the chat man he still wouldn't budge. Hopefully Bryan can address. I'm not PAB-ing or anything though since I have in the end met requirements and cashed in.

However, still a warning to others and certainly something I think Bryan will want to address.

B.
 

fortunelounge

Dormant account
Joined
Mar 7, 2003
Location
South Africa
Hi Ben,

I am a rep for Casino La Vida and after taking a look at your account you are 100% correct, the bonus you requested removed should have been removed immediately as you had not began playing with these funds.

On behalf of everyone here at Casino La Vida I profusely apologize for this inconvenience. We will take the necessary corrective measures to ensure that this never happens again to yourself or any other player. As per your request, you have been placed on a No Bonus list and as such you will not receive any bonuses for future deposits made at Casino La Vida.

As a new Casino with a number of new support representatives, I ask that you please overlook this incident. Casino La Vida will endeavour to make every effort to provide our players with the very best in customer service.

Regards
Casino La Vida Rep
 

Edward D. Wood

Dormant account
Joined
Oct 30, 2007
Location
europe
Hi Ben,

I am a rep for Casino La Vida and after taking a look at your account you are 100% correct, the bonus you requested removed should have been removed immediately as you had not began playing with these funds.

On behalf of everyone here at Casino La Vida I profusely apologize for this inconvenience. We will take the necessary corrective measures to ensure that this never happens again to yourself or any other player. As per your request, you have been placed on a No Bonus list and as such you will not receive any bonuses for future deposits made at Casino La Vida.

As a new Casino with a number of new support representatives, I ask that you please overlook this incident. Casino La Vida will endeavour to make every effort to provide our players with the very best in customer service.

Regards
Casino La Vida Rep

....and if its possible for you. If a player wants to have his account (winnings) being flushed. Please be so kind and do him/her this favour. THAT would be another fine move into my personal list of accr. casinos.

Thank you
 

Wildfire7

Dormant account
Joined
Apr 9, 2006
Location
UK
Most casinos usually have a minimum deposit like 25.00 to qualify for a bonus. What is the minimum at this casino then? IMO a 33% bonus on a 20.00 deposit as in this case is doomed to failure, especially if the playthrough is more than 10x. (Which I suspect it would be)

One way to avoid getting a bonus is to deposit via a sportsbook (If they have one) then make an internal transfer. Another way is make 2 or 3 deposits below the minimum qualification for a bonus to be added. But these are only workarounds, ideally best to contact support to instruct them not to add any bonuses unless you request one from them first.

Mike
 

Rusty

Banned User - repetitive flaming
Joined
Jul 23, 2006
Location
Manchester UK
Stupid terms.
Why automate a bonus and make the player have to manually request its removal. Hassle for the player and more work for CS.

Bonuses should only be applied upon request with the possible exception of First deposit bonuses. That way the customer gets what they want not what the Casino wants them to have - right Red Flush?
 

Simmo!

Moderator
Staff member
Joined
May 29, 2004
Location
England
If a player wants to have his account (winnings) being flushed. Please be so kind and do him/her this favour. THAT would be another fine move into my personal list of accr. casinos.

Thank you

I'll add my vote to this one. No manual flushing + reverse pending times over a couple of hours guarantees the implementation of a low deposit limit or an uninstall after testing is done on my PC. Manual flushing (for players that have been ID'ed) would be a great move :thumbsup:
 

nisosbar

Ueber Meister
PABnonaccred
Joined
Aug 28, 2009
Location
Right here
Never mind, rep cleared this up.

Never mind - I see the rep cleared this matter up pronto. :) Just (hopefully) a misunderstanding.
 
Last edited by a moderator:

thetest32

Non-Gambler
Joined
May 19, 2003
Made good in the sense that the rep seemed to realise this was a problem and is undertaking 're-education'. I still had to wager the bonus at the time though. But yes... I think all is ok :)

B.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
How about impressing upon new support staff that they are NOT to "play God" and do battle against this kind of player.

This support staff member was clearly wrong, but at the time he JUST WOULD NOT LISTEN TO REASON, there was NO WAY the player would get past the "stone wall" he had erected around this issue. New staff in particular should be closely supervised, and a supervisor should have spotted this disaster in the making and nipped it in the bud. No need to have been nasty to the staff member either, just introduce it as part of ongoing training.

Players playing with bonuses usually want their bonus added quickly, and without the tedium of having to contact support, perhaps wait for an email reply, or be held in a queue on chat or the phone. Automatic crediting achieves this, but then creates the opposite problem for players NOT wanting the bonus.

The solution that suits both is an online claiming system. Firstly, the player claims the bonus through an online application (one that works, not one that keeps breaking down). There should be a clear confirmation that their claim has been accepted. Player can then deposit, get the bonus, and play.

RTG have such a system. Enter a coupon code, and then deposit. Bonus is usually credited straight away. The cashier also offers a simple playthrough counter. MGS have the viewable bonus balance, which is almost as good, but accurate only to the WR on 10 bonus credits.
 
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