Question Roxy Palace - Bonus Question

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
So I got this bonus the other day

squarebanner.png

The text underneath states

We have missed you at the casino recently, we would like to welcome you back with an exclusive bonus.
Make a minimum deposit of £20 and get a whopping 100% bonus up to £100 and 100 free spins on SunTide, split across 2 days.
This offer is valid until midnight (GMT) on Sunday 25th December.

The terms and conditions linked to are here

roxypalace.com/terms/terms-and-conditions

Just so I can be sure I am reading it right, would you think it means

1. Deposit any time up until midnight Sunday 25th December and get 100% bonus and 100 free spins (50 one day and 50 the next)

or

2. Deposit any time up until midnight Saturday 24th December and get 100% bonus and 100 free spins (50 one day and 50 the next) as if the deposit is made on Sunday the offer will expire before the second set of free spins is added so you lose them, even though the terms and conditions clearly state they last 7 days?
 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
Location
Wolverhampton
I've had that offer a few times in the past

As long as the deposit is made before the deadline the "deal is honored"

You'll get 100% plus 50 FS straight away (right after you deposit is made)

The 2nd 50 FS are credited EXACTLY 24 hours after the deposit time the previous/original day.

If you take the offer on the Sunday (day of expiry usually) the 50 FS (2nd batch) are still credited on the Monday (even tho deadline is passed, deadline relates to the deposit)

As I say I've took this a few times over the months/years and 99% sure my info provided is accurate :thumbsup:


Have you got a time machine btw :p
 

brianmon

Ueber Meister
webby
mm4
Joined
May 22, 2013
Location
Cumbria
It just means you have to CLAIM the offer before midnight on the 25th.

But since the 25th has been and gone, it doesn't really matter now.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
it does guys, because I'm arguing with live chat about the second set, guess which version she says is correct
She has also asked I post the chat so I will soon when it ends
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
it does guys, because I'm arguing with live chat about the second set, guess which version she says is correct
She has also asked I post the chat so I will soon when it ends

She is definately wrong!

Talk to Mark tomorrow and I'm sure he'll fix them for you.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
ok its a bit long, only edit was to remove my email address

Monika:*Hi, how can I help you today?
Me:*Hiya
Me:*I deposited a couple of days back for 100% bonus and 100 free spins, the second 50 spins don't seem to have been added
Monika:*If you deposited on Sunday or Monday, the second set will not add for you, as the offer is expired
Me:*eh? so you send an offer out saying deposit up to sunday and get 100 spins, but you can't as it expires before you credit them,?
Monika:*It says the offer expires on Sunday midnight. Unfortunately this includes the free spins also
Monika:*Let me take a look into your account - what is the account login or email, please?
Me:*so your terms and conditions say they expire after 7 days but you just change that without telling the customer?
Monika:*- to see, if there is anything I can do about this
Me:*xx
Monika:*This is not a question of a bonus expiry. The offer ends on Sunday midnight and from then on, nothing further should be added.
Me:*You add 50 free spins immediately then 50 24 hours later. If I deposit on Sunday as per the offer then how can i possibly get the second 50 then?
Monika:*You will not receive them anymore.
Monika:*I am sorry about any disappointment
Me:*can you show me in the terms where it says even though it states 100 free spins you will only get 50
Monika:*one more moment, please -
Monika:*It states you can avail until Sunday midnight. This is concerning the second set of free spins also.
Monika:*just a moment, please, I will review your account now
Me:*yet doesn't mention that anywhere I can see, can you link to that specific term please?
Monika:*There is no specific term, the term is that the offer expires on Sunday
Me:*so you just make that up then? It states the offer expires Sunday but also states 100 spins split over 2 days and the terms and conditions linked to clearly states the spins expire after 7 days
Monika:*I was looking into your account to see, if I can credit these or anything else, unfortunately the bonus ratio is very high at the moment, unfortunately there isn't anything I can further add at the moment.
Monika:*The offer expires on Sunday midnight, Colin, this means from Sunday midnight onwards, nothing should credit, the offer has already expired.
Monika:*There is no need for a separate term, although I do understand your disappointment and what you mean.
Me:*ok, well I only deposited for the bonus offer that you sent out so I will have a refund then please for the deposit I made
Me:*I'll be posting this chat on Casinomeister too along with the original email as a warning to others
Monika:*I am really sorry to disappoint, Colin, unfortunately there isn't anything I can change about this.
Me:*have you arranged the refund as requested?
Monika:*I am sorry, Colin, there will be no refund
Me:*ok I will chargeback through my card. Your choice, so thats what i will do. Please close my account and remove me from your spam mailing list
Monika:*Please note your account was now closed.
Monika:*Unfortunately we do take Chargebacks very seriously.
Monika:*Upon your request your account was also unsubscribed.
Monika:*Is there anything else, I can assist with?
Me:*nope, you are scammers, I have posted a warning on casinomeister as stated
Monika:*I hope you posted this chat, as promised?
Me:*why would you hope that? Not yet I have asked others how they read the offer first, if I am wrong I will take no further action, if others agree with me I will chargeback as stated.
Monika:*In similar situation I can always review your account, unfortunately on your account we have 200% claimed in bonuses against your deposits, therefore there is no further room for a discretionary bonus.
Me:*it is not discretionary, it is the offer you sent out
Monika:*I ask, because the actual chat conversation shows the truth - as opposed to a comment.
Monika:*And the offer has terms and conditions we need to adhere to also.
Monika:*I am sorry about the disapointment caused, Colin.
Monika:**disappointment
Me:*yes I know it does, I will be posting it regardless of answers, but did not want to prejudice anyones answers.
Me:*you say you have terms and conditions you need to adhere to yet when I asked you to show me it you said there wasn't one
Monika:*Ok, I like that. I am the same, do not like prejudice.
Me:*I will ask again though, do you have a link to the terms that state if you deposit Sunday you lose 50 of the spins, just so we are 100% clear
Monika:*Well, we do state in the terms of the offer it is only available until Sunday midnight and have already explained this also means no further free spins after this time, as they are part of the offer.
Monika:*You can use your email - it says it there in the first place and there is also a link to the terms.
Me:*
You do not have permission to view link Log in or register now.

Me:*thats the terms linked to, where does it say anything you have said above please?
Monika:*These are the Welcome Bonus terms
Me:*yes, thats where the email link takes you
Me:*i right clicked and copied link directly from the email then pasted to you
Monika:*unfortunately these are not the correct terms for this offer.
Me:*unfortunately they are the ones you sent
Monika:*as per the email, the offer expires on Sunday midnight, this is the only term you need.
Me:*what, so no wagering requirements on the 100% or anything?
Me:*if they aren't the correct terms, can you link me to the ones that should have been sent so I can see them please?
Monika:*The wagering requirements are the same for all of our bonuses.
Me:*so it ending sunday isn't the only term i need? Again though can you link me to the correct terms and conditions for this specific offer please?
Monika:*For the rest please see the Bonus Terms and Conditions
Monika:*and of course the General Terms and Conditions
Me:*nothing in either of them states what you are saying to be true, and the 2 replies on cm so far aren't in your favour either
Me:*https://www.casinomeister.com/forums/threads/roxy-palace-bonus-question.76849/
Monika:*Ok, we also have this term:
Monika:*The casino reserves the right to modify, alter, discontinue or terminate these promotions at any time for any reason whatsoever without notice to the end users, using reasonable efforts to provide such notice in advance.
Monika:*In the email sent it does state the offer is available until Sunday midnight.
Me:*what reasonable effort did you use to inform me it had changed?
Monika:*You had this stated in the email.
Me:*what that you had changed the terms after the email was sent? How could you possibly have done that?
Monika:*There was no change, but you have been advised the offer expires on Sunday.
Monika:*Is there anything else, I can help you with?
Me:*a link to the promotional terms and conditions please for this specific promotion, as I have asked now on numerous occasions?

15 minutes later, no reply so I closed the chat.

So was I being unreasonable or was I right in thinking I should get the second set do people think?
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
ok its a bit long, only edit was to remove my email address



15 minutes later, no reply so I closed the chat.

So was I being unreasonable or was I right in thinking I should get the second set do people think?

Sorry, you lost my support after that chargeback talk. Are you aware that threats like that can get you booted from this forum too?
It's serious. Some more patience and it could have been solved tomorrow :(
 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
Location
Wolverhampton
I do think you should get the 2nd set as I said above, I'm sure these credited in the past for me (If I took the offer Sunday)

However given the operators stance on this one they have brought a bit of doubt into my mind.

True the T&C's always redirect to their standard ones and not the promotional ones.

If I had to make an all or nothing call, I'd stand by my original post and not this one.

Tirilej's advice seems the way forward on this one.:thumbsup:
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Sorry, you lost my support after that chargeback talk. Are you aware that threats like that can get you booted from this forum too?
It's serious. Some more patience and it could have been solved tomorrow :(

I'm sorry, I paid for something that I didn't get. They refused to complete the offer, and refused a refund, should I just say, oh ok, I got ripped off?
I also mentioned I wouldn't do it if people thought i had read the terms wrong.

If you order something online, they don't ship it and refuse you a refund do you just think, ah I've been conned, never mind, or do you try to get your money back?

If this forum ban people for doing genuine chargebacks where there is a genuine complaint that something hasn't been received then fair enough, but I wasn't only going to post part of a conversation to make my side look better.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
I'm sorry, I paid for something that I didn't get. They refused to complete the offer, and refused a refund, should I just say, oh ok, I got ripped off?
I also mentioned I wouldn't do it if people thought i had read the terms wrong.

If you order something online, they don't ship it and refuse you a refund do you just think, ah I've been conned, never mind, or do you try to get your money back?

If this forum ban people for doing genuine chargebacks where there is a genuine complaint that something hasn't been received then fair enough, but I wasn't only going to post part of a conversation to make my side look better.

I do understand your frustration but some patience here had solved the issue tomorrow.
I don't know what Bryan will do and say about it, but I do know that he takes it very serious and if you read the forum rules it's in there.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
I do understand your frustration but some patience here had solved the issue tomorrow.
I don't know what Bryan will do and say about it, but I do know that he takes it very serious and if you read the forum rules it's in there.

I had been speaking to the live chat rep a while before I posted on here, and i didn't actually realise Mark represented them, well until I saw your post. However I originally posted to see if I had read the promo wrong or not as I was starting to doubt what I had read so wanted others opinions before I argued with live chat much more.

I haven't rang the bank or started any chargeback, and I had no intention of posting the full chat log tonight as I wanted to wait and see what others thought about the promo first. I only posted it tonight as the chat op said she hoped I had posted it, and posted it unedited as thats only fair, I could have removed the chargeback bit but then thats hardly an accurate representation of the conversation. I did look at the rules first and it is

2.4 - Casinomeister does not condone player fraud in any shape or form. If you knowingly commit fraud (creating bogus casino accounts, using fake IDs, committing Credit Card fraud, chargebacks, etc.) you will be permanently banned from the forum.

This isn't any type of player fraud, if I did chargeback then it is simply as I did not receive what I paid for. Not that I am trying to con a casino, not that I am involved with any type of fraud, but simply because I was promised something in exchange for a deposit, I did my part, they failed to do theirs.

I agree with you entirely about patience and in an ideal world I probably would have waited but I was in the middle of a live chat, and she was frustrating me to hell by refusing to link to any terms or anything. In hindsight I could have handled parts of it better but too late now :(

Hope you get what I mean :)
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
I had been speaking to the live chat rep a while before I posted on here, and i didn't actually realise Mark represented them, well until I saw your post. However I originally posted to see if I had read the promo wrong or not as I was starting to doubt what I had read so wanted others opinions before I argued with live chat much more.

I haven't rang the bank or started any chargeback, and I had no intention of posting the full chat log tonight as I wanted to wait and see what others thought about the promo first. I only posted it tonight as the chat op said she hoped I had posted it, and posted it unedited as thats only fair, I could have removed the chargeback bit but then thats hardly an accurate representation of the conversation. I did look at the rules first and it is



This isn't any type of player fraud, if I did chargeback then it is simply as I did not receive what I paid for. Not that I am trying to con a casino, not that I am involved with any type of fraud, but simply because I was promised something in exchange for a deposit, I did my part, they failed to do theirs.

I agree with you entirely about patience and in an ideal world I probably would have waited but I was in the middle of a live chat, and she was frustrating me to hell by refusing to link to any terms or anything. In hindsight I could have handled parts of it better but too late now :(

Hope you get what I mean :)

From the casinos point of view it is player fraud. It's very serious and they would have closed your account anyway if you had done it. If you have accounts at 32Red they are probably closed too now.
We all do things we regret, and I'm just like you. No patience at all, which is why I avoid support :)

Talk to the reps tomorrow and learn from it. That's the best thing to do.
Then we'll see what Bryan says.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
If anything its casino fraud not player fraud. They took money on a promise to give something in return, they then refused to do that. The chat log clearly shows she didn't have any terms and conditions to reply on, even using one she quickly backtracked on when questioned about it.
As I say I haven't made a chargeback, and tbh am unlikely to, especially over a few free spins, I've been using casinos online for around 20 years and in all that time, the amount of chargebacks I have done is zero, and there have been times when I could have been fully justified in doing so!
What annoys me more than anything is how there were probably 1000's pf people got that email, if they all lost the 50 spins thats a lot of money. The rep may have sorted it out for me, but would he have gone through all the other accounts and credited them? The people who don't use CM or have any idea about reps would lose out.
 

brianmon

Ueber Meister
webby
mm4
Joined
May 22, 2013
Location
Cumbria
For the sake of £4.50 worth of freespins with 50x WR.
Wouldn't it be easier to just credit them, and avoid the bad PR??

We've seen how tight money is at 32Red PLC, from their feeble Christmas offerings. But is money really THAT TIGHT??
 
Last edited:

09237653

Ueber Meister
Joined
Oct 20, 2010
Location
UK
This might sound stupid but did you check both the website and the download casino, I find sometimes they will randomly pick one over the other with free spins, I recall 50 once being credited on the website, and the second batch then being credited on the download casino.
 

Mark_32Red (retired acct)

Dormant account
Joined
May 23, 2008
Location
32Red Marketing Dpt
Hi Colin,

Sorry for not spotting this thread over the Christmas period. Just catching up and noticed it. Please send a PM for anything urgent in future as I get an email alert for those.

Can I just check the status of this complaint? I am not in the office but I'd be happy to investigate further for you.

Mark
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Hi Mark

Yes it was sorted out when someone emailed me the next day. I will pm you later and explain. Still not at all happy with the conduct of the chat op, and very much doubt you will ever get another penny from me because of her, but will explain properly when I message you either tonight or tomorrow :thumbsup:
 
Top