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[Resolved] Casino La Vida not removing bonuses

Discussion in 'Online Casinos' started by thetest32, Feb 12, 2010.

    Feb 12, 2010
  1. thetest32

    thetest32 Non-Gambler

    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: This email is not visible to you. 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: http://www.casinomeister.com/accredited_casinos.php

    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
    5 people like this.
  2. Feb 12, 2010
  3. Marie2473

    Marie2473 Senior Member

    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!
  4. Feb 12, 2010
  5. thetest32

    thetest32 Non-Gambler

    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).

  6. Feb 12, 2010
  7. Pinababy69

    Pinababy69 RIP Lisa

    Toronto, Ontario - Canada
    It is a standard for accreditation here:

    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.
  8. Feb 12, 2010
  9. thetest32

    thetest32 Non-Gambler

    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.

    1 person likes this.
  10. Feb 12, 2010
  11. maxd

    maxd Complaints (PAB) Manager Staff Member

    The PAB Guy
    FWIW I've flagged the rep to this thread. We'll see what we see.
  12. Feb 13, 2010
  13. fortunelounge

    fortunelounge I-Gaming Industry Representative

    Operations Manager
    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.

    Casino La Vida Rep
    6 people like this.
  14. Feb 13, 2010
  15. Edward D. Wood

    Edward D. Wood Dormant account

    Computer stuff
    ....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
  16. Feb 14, 2010
  17. Wildfire7

    Wildfire7 Dormant account

    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.

  18. Feb 14, 2010
  19. Rusty

    Rusty Banned User - repetitive flaming

    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?
    1 person likes this.
  20. Feb 14, 2010
  21. Simmo!

    Simmo! Moderator Staff Member

    Web Dev.
    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:
  22. Feb 14, 2010
  23. nisosbar

    nisosbar Ueber Meister PABnonaccred

    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: Feb 14, 2010
  24. Feb 14, 2010
  25. maxd

    maxd Complaints (PAB) Manager Staff Member

    The PAB Guy
    Would be good if the OP confirmed that all was made good.

    @benroles, what say you?
  26. Feb 16, 2010
  27. thetest32

    thetest32 Non-Gambler

    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 :)

    1 person likes this.
  28. Feb 16, 2010
  29. vinylweatherman

    vinylweatherman You type well loads CAG MM

    STILL At Leisure
    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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