Slotocash/Desert Nights

[chuchu59]

Though I am somewhat pleased with the overall experience with this group their support staff needs to be spanked. I received an email offering me 25 free spins for redeeming coupon XXXX. OK I redeemed the coupon and deposited. After busting I went to claim the free spins as advised in the mail. The support lady had no idea and requested a copy of the email in question so I sent it to [email protected] and another to [email protected] as she suggested. She said she received nothing. I am pissed because the email clearly stated I had to either email or go to live chat to get the free spins. The live chat staff were unaware of the offer though and I was left totally frustrated over the whole thing.

The next day I asked again and this time another staff was able to credit me with the free spins.

However, at slotocash they erroneously deducted the bonus from my cashout. The coupon redeemed was a regular one ie buy 25 get an extra 75 with 30x wagering together with a max cashout of 1000. I explained everything to them in a mail yet they simply stated the bonus was sticky when it wasn't.

I am fed up with the support staff. Georgina, though you are very helpful your support staff is way below standard. Train 'em up please.

 

[mrmark21]

You should always ask more than one rep as they all tend to give different answers.

 

[aceking123]

Though I am somewhat pleased with the overall experience with this group their support staff needs to be spanked. I received an email offering me 25 free spins for redeeming coupon XXXX. OK I redeemed the coupon and deposited. After busting I went to claim the free spins as advised in the mail. The support lady had no idea and requested a copy of the email in question so I sent it to [email protected] and another to [email protected] as she suggested. She said she received nothing. I am pissed because the email clearly stated I had to either email or go to live chat to get the free spins. The live chat staff were unaware of the offer though and I was left totally frustrated over the whole thing.

The next day I asked again and this time another staff was able to credit me with the free spins.

However, at slotocash they erroneously deducted the bonus from my cashout. The coupon redeemed was a regular one ie buy 25 get an extra 75 with 30x wagering together with a max cashout of 1000. I explained everything to them in a mail yet they simply stated the bonus was sticky when it wasn't.

I am fed up with the support staff. Georgina, though you are very helpful your support staff is way below standard. Train 'em up please.

spot on chu chu , i had a e mail last night stating i could have a 30 quid chip no deposit & a 300% match on my deposit afterwards spoke with live chat , they stated i couldnt claim it , even though i did forward the e mail from stephen didnt matter , last thing i said was i would contact ms sloto to see what the problem was (

 

[chuchu59]

Now it gets worse. Despite clearly not stating the bonus was sticky they brushed it off by saying they are sorry for the inconvenience and I can always check the terms of bonus via live chat. Honestly, who would do this if its already clearly stated in the message box. So they don't honour the bonus terms listed in the message box and want players to check them through live chat. I just hope they haven't fallen on hard times to do this. Meanwhile, as an additional insult they said they noticed I had generated some winnings recently. What does it have to do with them not honouring the terms?

 

[bigjohn]

Seems like there are more and more threads like this popping up. I would like to hear how the rep. responds to this. I have left quite a few casinos that refused to honor offers they have made; inexcusable as far as I am concerned if the offer came straight from the casino. To all the casino reps. out there, bonuses may not be mandatory but once you offer it you should be prepared to honor it.

 

[mrmark21]

Now it gets worse. Despite clearly not stating the bonus was sticky they brushed it off by saying they are sorry for the inconvenience and I can always check the terms of bonus via live chat. Honestly, who would do this if its already clearly stated in the message box. So they don't honour the bonus terms listed in the message box and want players to check them through live chat. I just hope they haven't fallen on hard times to do this. Meanwhile, as an additional insult they said they noticed I had generated some winnings recently. What does it have to do with them not honouring the terms?

IMO some RTG casinos are using convoluted bonuses and T&Cs just to confuse players. Seemingly making things harder for customers.

I personally wouldn't bother using a bonus since once you finally do work out all the terms and conditions you still have to go on too completing WR. Then you have to make sure you don't accidentally make a mistake or you face having you're winnings voided. Win to much get bonus banned.

 

[chuchu59]

Actually there could not possibly be any confusion. This bonus is prefixed by '300' and is a continual daily bonus where buying 25 gets you an extra 75. Some promo codes clearly states that the bonuses are sticky with no max cashout whereas this one does not state that and conforms with previous '300' coupons. This one is clearly meant for lo-rollers with a max cashout of $1000 and in the past the bonuses were never deducted from the cashout. It is ludicrous to say one needs to contact live chat to ask for the terms when for every occasion previously this was the standard. Now they are seemingly saying where bonuses are said to be sticky they are sticky but where it does not state so its a wild guess.

 

[gloria460]

Thanks Chu for bringing this up as I had free spins I didn't even know about. I had no problem claiming them once I told him it was in my message center in the casino. I had paste to cs what the message said.

They gave me 25 free spins and $25 which was nice.

 

[Sloto]

Hi chuchu59

We are continually trying to improve the service we offer to our members and I am sure with the new changes we are making you will see a big difference. With regards to our customer agents they do go through comprehensive training, but we quite often have to employ new staff, who make mistakes and don't follow protocol in these situations. (please PM me the CR name so I can provide additional training)

I understand its frustrating but i am not ignoring these problems and will do my best to improve.

Best Regards

Georgina

 

[chuchu59]

Thanks Georgina. I am not one to fabricate anything but the way your manager deducted the bonus from my cashout was unacceptable. Slotocash clearly states some coupon bonuses as sticky and if they don't say so they aren't. '300Sprouts' definitely did not have 'sticky' attached and I had to endure 30x wagering and a max cashout of $1000 to have the $75 deducted forcibly. The casino is using its own discretion and blames me for not asking live chat. Actually I did but that was after I had the bonus deducted. I do hope the casino is not trying to pull stunts over players as I honestly believe the 2 casinos are a shade better than most RTGs.

 

[mrmark21]

I can see what you're saying Chu I do see Georgina's response as a good sign though. I believe she won't ignore the matter and will be proactive about improving. There are other casinos that wouldn't be nearly as concerned (Inetbet etc).

Furthermore I'm actually a team leader at a call center. I've had allot of training. IMPO I'm familiar with the problems that Georgina is talking about, I see it on a daily basis. These companies often do provide adequate training to support staff. However far to often customer agents can fall through the cracks and end up being put on the floor before they are really ready.

I almost always ask more than one customer support agent the same question. One agent may be better trained or more experience than another.

 

[chuchu59]

In a way, its much worse this time as I was answered in an email and they had plenty of time to go over the response. I do believe that while they are at liberty to offer promotions as they like they must honour the terms. I was a little irritated when they said I managed to get some winnings. If this were support giving a spontaneous response I would be more forgiving. Instead, their answer indicates they are free to alter terms at their discretion and this is something I am very much against. This 'discretionary' alteration of terms is becoming industry-wide and I don't like it a bit. If players accept this as the norm its dark days ahead for the players.

 

[Sloto]

This kind of feedback is important to us and its clear that our bonus terms are not clear for our members, so I will update our terms to be more specific to avoid confusion.

Best Regards
Ms Sloto

 

[chuchu59]

This kind of feedback is important to us and its clear that our bonus terms are not clear for our members, so I will update our terms to be more specific to avoid confusion.

Best Regards
Ms Sloto

I am sorry Georgina but in this particular instance there was no confusion and the casino simply did not adhere to the bonus terms. With each coupon code in the message box the terms are clear as crystal ie wagering requirements , max cashout bonus is sticky or not. If the bonus does not mention it is sticky it is not. Maybe you intended to change the 300% bonus to a sticky one but your team made an error and left it out. As such it is necessary to adhere to the terms as they are. I have to comply with 30x wagering and a max $1000 cashout so why does the casino not honour its bonus as cashable. The casino worded the promo wrongly and must honour it.