Bonus Complaint Slotty Vegas refusing to credit bonus

[colinsunderland]

OK, so I stopped playing at SlottyVegas a while ago due to a few reasons, but nothing major. On Tuesday I got this email



You can clearly see the date is the Tuesday 27th.

I decided to go for it, so later in the day I deposited £100, got the bonus, lost it, all good.

Yesterday I got this email



Great, same offer again, so I deposited another £100. Didn't get the bonus.

Live chat

Ale Wed, 02/28/18 08:05:01 pm Europe/London
Welcome to Slotty Vegas
Hi Colin
Colin 08:05:11 pm
Hiya
I just made a deposit for the 100% match and 50 free spins but the bonus doesn't seem to have been added
Ale 08:05:56 pm
Let me have a look Colin
Colin 08:06:00 pm
thanks
Get 100% more instantly on your next deposit, up to €/£/$100 and 50 Freespins on the new game Asgardian Stones!
That was the promo
Ale 08:08:24 pm
Thank you for waiting Colin
Colin 08:08:37 pm
no problem
Ale 08:09:17 pm
It seems that you have claimed this offer yesterday with your deposit and the free spins are still waiting for you on the game Asgardian Stones
Colin 08:10:09 pm
you only sent the email today at 5.05pm, how could i claim it in the past?
Ale 08:10:47 pm
Even though you received the mailer today, the offer was already available in your account since yesterday Colin
I am very sorry for the inconvenience but this offer can only be claimed once
Colin 08:11:41 pm
you sent it yesterday too, so obviously one would assume it was a second offer
Ale 08:12:49 pm
I am very sorry for that Colin
Colin 08:14:28 pm
so will you be adding the bonus, you sent an email yesterday saying next deposit 100% + 50 free spins. I took it. Today you send an email saying next deposit 100% bonus and 50 spins, you can't say I can't have it twice when you sent the email 24 hours or so after I took the first offer
Ale 08:18:06 pm
Colin, could you kindly forward both emails to support@slottyvegas.com so I can look further into this with the relevant team please?
Colin 08:19:48 pm
Have sent both
Ale 08:21:19 pm
Thank you Colin
I will get back to you via email once I get an answer from the relevant team regarding this

Reply next day by email

Hi Colin,

I trust this email finds you well.

Following-up with our previous communication via LiveChat, I would like to inform you that having reviewed your request with the relevant team, they have informed me that the reason why you received the mailer twice is because the offer was about to expire and the mailer was not opened when it was sent the first time.

As an exception in this occasion, they have credited your account with a 50% match on your last deposit, however, please bear in mind for future offers that each promotion can only be claimed once and if it is not showing up in your deposit window, means it is no longer active or was already taken before.

If you have any questions, do not hesitate to contact me either via LiveChat or email.

Regards,

Ale
Slotty Vegas Team

My response


Hi Ale

Thank you for your reply.

That isn't acceptable. I did open the email, or how would I know of the offer. Check my logins and last deposits, was it a coincidence that I made a deposit a few hours after you sent an email offering the offer? Regardless of if the email was opened though, you were clearly aware I had already used the offer, so to send another email almost 24 hours later was clearly a new offer.

I look forward to your response

Colin

Final response


Hi Colin,

Thank you for your prompt reply.

I'm afraid that as previously mentioned I wouldn't be in a position to credit the offer again as this was claimed with your first deposit.

Any bonus match you are entitled to receive with your deposits, would be available in your deposit window and if there isn't any offer showing would mean that it is no longer active or was already used.

I have credited your account with a 50% bonus match as an exception which you can find available in your account.

I do sincerely apologize for any inconveniences this may have caused you.

Wishing you a lovely evening.

Kindest regards,

Ale
Slotty Vegas Team

My point is, I deposited and took the offer almost 24 hours before the second email was sent. Nothing in the T&C's say you can only use it once, not that it makes a difference as there were 2 emails sent. The second email clearly states the bonus was on my next deposit, I could understand if I had took the offer 15 minutes previously, but it was the day before. Its bullshit that I hadn't opened the email, if I hadn't opened it I wouldn't have deposited the previous day.

50% with no spins isn't acceptable, if a casino sends an offer out then it should be expected they honour it, even if they made a mistake (which they haven't said in this case).

Have sent a link to the thread to Betat rep.

 

[Deleted member 37551]

I am really sorry man,I hope You get the 100 % bonus and 50 freespins for Your second deposit,after You have sorted it out

 

[brianmon]

OK, so I stopped playing at SlottyVegas a while ago due to a few reasons, but nothing major. On Tuesday I got this email

View attachment 88791

You can clearly see the date is the Tuesday 27th.

I decided to go for it, so later in the day I deposited £100, got the bonus, lost it, all good.

Yesterday I got this email

View attachment 88788

Great, same offer again, so I deposited another £100. Didn't get the bonus.

Live chat

Ale Wed, 02/28/18 08:05:01 pm Europe/London
Welcome to Slotty Vegas
Hi Colin
Colin 08:05:11 pm
Hiya
I just made a deposit for the 100% match and 50 free spins but the bonus doesn't seem to have been added
Ale 08:05:56 pm
Let me have a look Colin
Colin 08:06:00 pm
thanks
Get 100% more instantly on your next deposit, up to €/£/$100 and 50 Freespins on the new game Asgardian Stones!
That was the promo
Ale 08:08:24 pm
Thank you for waiting Colin
Colin 08:08:37 pm
no problem
Ale 08:09:17 pm
It seems that you have claimed this offer yesterday with your deposit and the free spins are still waiting for you on the game Asgardian Stones
Colin 08:10:09 pm
you only sent the email today at 5.05pm, how could i claim it in the past?
Ale 08:10:47 pm
Even though you received the mailer today, the offer was already available in your account since yesterday Colin
I am very sorry for the inconvenience but this offer can only be claimed once
Colin 08:11:41 pm
you sent it yesterday too, so obviously one would assume it was a second offer
Ale 08:12:49 pm
I am very sorry for that Colin
Colin 08:14:28 pm
so will you be adding the bonus, you sent an email yesterday saying next deposit 100% + 50 free spins. I took it. Today you send an email saying next deposit 100% bonus and 50 spins, you can't say I can't have it twice when you sent the email 24 hours or so after I took the first offer
Ale 08:18:06 pm
Colin, could you kindly forward both emails to support@slottyvegas.com so I can look further into this with the relevant team please?
Colin 08:19:48 pm
Have sent both
Ale 08:21:19 pm
Thank you Colin
I will get back to you via email once I get an answer from the relevant team regarding this

Reply next day by email

Hi Colin,

I trust this email finds you well.

Following-up with our previous communication via LiveChat, I would like to inform you that having reviewed your request with the relevant team, they have informed me that the reason why you received the mailer twice is because the offer was about to expire and the mailer was not opened when it was sent the first time.

As an exception in this occasion, they have credited your account with a 50% match on your last deposit, however, please bear in mind for future offers that each promotion can only be claimed once and if it is not showing up in your deposit window, means it is no longer active or was already taken before.

If you have any questions, do not hesitate to contact me either via LiveChat or email.

Regards,

Ale
Slotty Vegas Team

My response


Hi Ale

Thank you for your reply.

That isn't acceptable. I did open the email, or how would I know of the offer. Check my logins and last deposits, was it a coincidence that I made a deposit a few hours after you sent an email offering the offer? Regardless of if the email was opened though, you were clearly aware I had already used the offer, so to send another email almost 24 hours later was clearly a new offer.

I look forward to your response

Colin

Final response


Hi Colin,

Thank you for your prompt reply.

I'm afraid that as previously mentioned I wouldn't be in a position to credit the offer again as this was claimed with your first deposit.

Any bonus match you are entitled to receive with your deposits, would be available in your deposit window and if there isn't any offer showing would mean that it is no longer active or was already used.

I have credited your account with a 50% bonus match as an exception which you can find available in your account.

I do sincerely apologize for any inconveniences this may have caused you.

Wishing you a lovely evening.

Kindest regards,

Ale
Slotty Vegas Team

My point is, I deposited and took the offer almost 24 hours before the second email was sent. Nothing in the T&C's say you can only use it once, not that it makes a difference as there were 2 emails sent. The second email clearly states the bonus was on my next deposit, I could understand if I had took the offer 15 minutes previously, but it was the day before. Its bullshit that I hadn't opened the email, if I hadn't opened it I wouldn't have deposited the previous day.

50% with no spins isn't acceptable, if a casino sends an offer out then it should be expected they honour it, even if they made a mistake (which they haven't said in this case).

Have sent a link to the thread to Betat rep.

But their bonuses are either selectable or preselected on the deposit screen in the section 'my bonuses', and even show the amount of bonus you'll get, once you've entered a deposit amount, and before you complete the transaction.

So why not complain then, before making the deposit???

 

[colinsunderland]

But their bonuses are either selectable or preselected on the deposit screen in the section 'my bonuses', and even show the amount of bonus you'll get, once you've entered a deposit amount, and before you complete the transaction.

So why not complain then, before making the deposit???

Which is great if you know that, but the two options are 'I have a promo code' and 'no thanks I don't want a bonus at this time'. No bonus code in the email, so presumed it would be automatically added.

 

[SpinUk]

Im just pissed off I didn't get the offer at all...

 

[Deleted member 37551]

I received the same e-mail with the same offer,lucky me

 

[bebo67]

OK, so I stopped playing at SlottyVegas a while ago due to a few reasons, but nothing major. On Tuesday I got this email

View attachment 88791

You can clearly see the date is the Tuesday 27th.

I decided to go for it, so later in the day I deposited £100, got the bonus, lost it, all good.

Yesterday I got this email

View attachment 88788

Great, same offer again, so I deposited another £100. Didn't get the bonus.

Live chat

Ale Wed, 02/28/18 08:05:01 pm Europe/London
Welcome to Slotty Vegas
Hi Colin
Colin 08:05:11 pm
Hiya
I just made a deposit for the 100% match and 50 free spins but the bonus doesn't seem to have been added
Ale 08:05:56 pm
Let me have a look Colin
Colin 08:06:00 pm
thanks
Get 100% more instantly on your next deposit, up to €/£/$100 and 50 Freespins on the new game Asgardian Stones!
That was the promo
Ale 08:08:24 pm
Thank you for waiting Colin
Colin 08:08:37 pm
no problem
Ale 08:09:17 pm
It seems that you have claimed this offer yesterday with your deposit and the free spins are still waiting for you on the game Asgardian Stones
Colin 08:10:09 pm
you only sent the email today at 5.05pm, how could i claim it in the past?
Ale 08:10:47 pm
Even though you received the mailer today, the offer was already available in your account since yesterday Colin
I am very sorry for the inconvenience but this offer can only be claimed once
Colin 08:11:41 pm
you sent it yesterday too, so obviously one would assume it was a second offer
Ale 08:12:49 pm
I am very sorry for that Colin
Colin 08:14:28 pm
so will you be adding the bonus, you sent an email yesterday saying next deposit 100% + 50 free spins. I took it. Today you send an email saying next deposit 100% bonus and 50 spins, you can't say I can't have it twice when you sent the email 24 hours or so after I took the first offer
Ale 08:18:06 pm
Colin, could you kindly forward both emails to support@slottyvegas.com so I can look further into this with the relevant team please?
Colin 08:19:48 pm
Have sent both
Ale 08:21:19 pm
Thank you Colin
I will get back to you via email once I get an answer from the relevant team regarding this

Reply next day by email

Hi Colin,

I trust this email finds you well.

Following-up with our previous communication via LiveChat, I would like to inform you that having reviewed your request with the relevant team, they have informed me that the reason why you received the mailer twice is because the offer was about to expire and the mailer was not opened when it was sent the first time.

As an exception in this occasion, they have credited your account with a 50% match on your last deposit, however, please bear in mind for future offers that each promotion can only be claimed once and if it is not showing up in your deposit window, means it is no longer active or was already taken before.

If you have any questions, do not hesitate to contact me either via LiveChat or email.

Regards,

Ale
Slotty Vegas Team

My response


Hi Ale

Thank you for your reply.

That isn't acceptable. I did open the email, or how would I know of the offer. Check my logins and last deposits, was it a coincidence that I made a deposit a few hours after you sent an email offering the offer? Regardless of if the email was opened though, you were clearly aware I had already used the offer, so to send another email almost 24 hours later was clearly a new offer.

I look forward to your response

Colin

Final response


Hi Colin,

Thank you for your prompt reply.

I'm afraid that as previously mentioned I wouldn't be in a position to credit the offer again as this was claimed with your first deposit.

Any bonus match you are entitled to receive with your deposits, would be available in your deposit window and if there isn't any offer showing would mean that it is no longer active or was already used.

I have credited your account with a 50% bonus match as an exception which you can find available in your account.

I do sincerely apologize for any inconveniences this may have caused you.

Wishing you a lovely evening.

Kindest regards,

Ale
Slotty Vegas Team

My point is, I deposited and took the offer almost 24 hours before the second email was sent. Nothing in the T&C's say you can only use it once, not that it makes a difference as there were 2 emails sent. The second email clearly states the bonus was on my next deposit, I could understand if I had took the offer 15 minutes previously, but it was the day before. Its bullshit that I hadn't opened the email, if I hadn't opened it I wouldn't have deposited the previous day.

50% with no spins isn't acceptable, if a casino sends an offer out then it should be expected they honour it, even if they made a mistake (which they haven't said in this case).

Have sent a link to the thread to Betat rep.

 

[bebo67]

Colin, bless your heart, but you have been around the casino block for a while. You knew it was the same promotion and the likely hood that they screwed up. Nice try, you got a 50% bonus out of it. Lol

 

[BETAT]

Hi all,

Collin, I sent you a PM, don't worry this is solved and your bonus is now available in your account. This was definitely a tech issue and if you were offered twice with an offer you should be able to claim it twice!
Please don't hesitate to PM if you have any queries or issues with any of our brands it's always my pleasure to assist you!

Regards,
Jorge

 

[colinsunderland]

Colin, bless your heart, but you have been around the casino block for a while. You knew it was the same promotion and the likely hood that they screwed up. Nice try, you got a 50% bonus out of it. Lol

lol, but no, honestly I genuinely thought it was a new offer. I hadn't deposited for probably 6 months to a year (that I can remember), we all know casinos send out offers to tempt people back, I presumed the first one was that and the second was a retention one to get another deposit (or maybe they felt sorry for me for losing the £100 in record quick time ), I don't even take deposit bonuses as a rule, just once in a while, probably 98% of my deposits are cash.

Hi all,

Collin, I sent you a PM, don't worry this is solved and your bonus is now available in your account. This was definitely a tech issue and if you were offered twice with an offer you should be able to claim it twice!
Please don't hesitate to PM if you have any queries or issues with any of our brands it's always my pleasure to assist you!

Regards,
Jorge

Wow, thank you Jorge, that was an extremely fast reply and resolution, thank you very much for sorting it out so quickly

 

[DreamRJ]

Hi all,

Collin, I sent you a PM, don't worry this is solved and your bonus is now available in your account. This was definitely a tech issue and if you were offered twice with an offer you should be able to claim it twice!
Please don't hesitate to PM if you have any queries or issues with any of our brands it's always my pleasure to assist you!

Regards,
Jorge

OMG Jorge?

How you doing, long time no speak.

Can you please add the bonus for me as well please?

I never even got the email with this offer?

I will PM you my account email.

Thanks

 

[DreamRJ]

@BETAT - go figure your now offline

 

[DreamRJ]

@colinsunderland - Lucky you for getting it and then getting it twice. I wasn't even sent the email

 

[colinsunderland]

@colinsunderland - Lucky you for getting it and then getting it twice. I wasn't even sent the email

I would imagine it was a winback offer which would explain why not everyone got it

 

[DreamRJ]

I would imagine it was a winback offer which would explain why not everyone got it

I still had Jorge on skype. So I spoke to him on skype and he credited it for me

I used to stream at slottyvegas, that is why I had him on skype

 

[theapple]

i dont really trust their promos anymore.

a few weeks ago i got Deposit $25 get 75 (or 100?) free spins on copycats, with just 10x wagering. Awesome i thought so i deposited got my spins but in the end they were with 30x wagering. Very, very misleading offer and considering my rtp at betat is like 80% ill probably just stop playing at their sites as they are getting progressively worse imo.

Bonus on wagering is much higher than it used to be, most promos are a joke (one where you have to wager your deposit 5x or you get f-all takes the cake), or wagering promo from a month or so back (maybe its still on?) where you had to wager $175.000 to get $150 bonus with 40x wagering lol

and for promos that are supposedly good, well they arent. much has changed there recently, everything to worse obviously. Bonus wagering was raised, free spins wagering was raised too. Now they have a huge list of no go slots which includes likes of IR too. Also make sure you double check promo terms because for that one my mail stated there are only like 5-10 games you cant play with a bonus... but when i checked its terms prior to depositing (on deposit page) it listed a whole bunch of games that werent mentioned in a mail. Not cool at all.

 

[colinsunderland]

well i'm going through the wagering now and gave up, laggy as hell, and lucky to get 10 spins on a game before i get 'the gameserver hasn't responded' or some other message kicking me out, both on IR and BTG games, both playing fine on videoslots, so presumably its the casino not provider.

Just had a look at the term too, nothing in the terms state excluded games, and I've been playing IR so I certainly hope that isn't excluded, but as the terms in the email are different to those on site, the ones in the email are the ones that should count, for example

From email

5. If you choose to accept this bonus, a sum equivalent to x40 times the bonus amount must be wagered on Eligible Games within seven (7) days of accepting the bonus in order for the bonus funds to become withdrawable.

From site

Deposit matches are subject to the following wagering requirements: 100% matches at x30B WR, 125% matches at x35 WR, 150% matches at x40 WR, 200% matches at x45 WR.

From the email

Not all games count in full towards the wagering requirement of this bonus. The non-applicable games as well as those games with a reduced % contribution can be seen in the table below:

Slot Games: 100%
Casual Games: 100%
American Roulette: 100%
Classic Slots: 75%
Dead or Alive/Gonzo’s Quest/Flowers/Creature from the black lagoon/Wishmaster – 50%
European Roulette: 50%
All Blackjack: 10%
All Poker: 10%
All other Games: N/A

So I'm going to presume they are the ONLY games that have a wagering restriction as the bonus terms on site are completely different.

Going to PM Jorge again for his comments on this.

 

[theapple]

I wouldnt assume anything because my promo mail said free spins wagering is 10x , and when i completed it it was most definitely 30x.

And its not just that bonus terms on the site are different, im well aware how general bonus terms are very different.

WIts when you go to deposit and click bonus terms on deposit page, it shows you completely different list of excluded and lower contribution games, and its a same bonus because those terms lead you to "exclusive" bonus terms page. So bonus terms you get via mail and bonus terms on their website are different, but both are bonus terms for this specific bonus.

Not that i care that much anymore just thought id point that out really, havent even bothered contacting live chat when my fs wagering was 30x instead of 10x because i really lost faith in their group :/

 

[colinsunderland]

I wouldnt assume anything because my promo mail said free spins wagering is 10x , and when i completed it it was most definitely 30x.

And its not just that bonus terms on the site are different, im well aware how general bonus terms are very different.

WIts when you go to deposit and click bonus terms on deposit page, it shows you completely different list of excluded and lower contribution games, and its a same bonus because those terms lead you to "exclusive" bonus terms page. So bonus terms you get via mail and bonus terms on their website are different, but both are bonus terms for this specific bonus.

Not that i care that much anymore just thought id point that out really, havent even bothered contacting live chat when my fs wagering was 30x instead of 10x because i really lost faith in their group :/

In which case the T&C's are misleading and will result in a report to the UKGC if that is the case.
My view is, the terms are clearly stated in the email, if the terms on site override them, then my wagering requirement needs reducing to £3k from £4k as the email states 40x, but the site states 30x.

I have pm'd Jorge, so hopefully he will clarify

 

[theapple]

In which case the T&C's are misleading and will result in a report to the UKGC if that is the case.
My view is, the terms are clearly stated in the email, if the terms on site override them, then my wagering requirement needs reducing to £3k from £4k as the email states 40x, but the site states 30x.

I have pm'd Jorge, so hopefully he will clarify

had to dig my mail for fs offer so here it is

1. Free Spins must be used within 7 days of being awarded.
2. Free spins winnings are subject to a x10 wagering requirement.
3. Each Promocode may only be redeemed one time.
4. Unfortunately, some players have made it a habit to attempt to abuse of the casino promo codes by claiming them and grinding out minimal wagering in order to withdraw their deposit and get a free run at the free spins, at minimal risk to their own deposit. We strongly advise against this form of bonus abuse and will assess each case of breach of this term on an individual basis to ensure that players do not engage in such fraudulent activity against the casino. Partaking in such abuse may see your withdrawal forfeited and your deposit refunded, and repeated abuse of such nature may see your account barred from future promotions.
5. FreeSpins are not available for players residing in Estonia, Canada, Czech Republic, Portugal, Bulgaria, Romania, Mexico, United Arab Emirates, Latvia, Lithuania, Ecuador, Czech and any other NetEnt restricted countries.
6. See our general Outdated URL (Invalid) for more information.

 

[brianmon]

well i'm going through the wagering now and gave up, laggy as hell, and lucky to get 10 spins on a game before i get 'the gameserver hasn't responded' or some other message kicking me out, both on IR and BTG games, both playing fine on videoslots, so presumably its the casino not provider.

Just had a look at the term too, nothing in the terms state excluded games, and I've been playing IR so I certainly hope that isn't excluded, but as the terms in the email are different to those on site, the ones in the email are the ones that should count, for example

From email

5. If you choose to accept this bonus, a sum equivalent to x40 times the bonus amount must be wagered on Eligible Games within seven (7) days of accepting the bonus in order for the bonus funds to become withdrawable.

From site

Deposit matches are subject to the following wagering requirements: 100% matches at x30B WR, 125% matches at x35 WR, 150% matches at x40 WR, 200% matches at x45 WR.

From the email

Not all games count in full towards the wagering requirement of this bonus. The non-applicable games as well as those games with a reduced % contribution can be seen in the table below:

Slot Games: 100%
Casual Games: 100%
American Roulette: 100%
Classic Slots: 75%
Dead or Alive/Gonzo’s Quest/Flowers/Creature from the black lagoon/Wishmaster – 50%
European Roulette: 50%
All Blackjack: 10%
All Poker: 10%
All other Games: N/A

So I'm going to presume they are the ONLY games that have a wagering restriction as the bonus terms on site are completely different.

Going to PM Jorge again for his comments on this.

You should find (assuming it's the same as Betat), when playing an excluded game, that your bonus balance won't even show, and the wagering gauge disappears.
You could always check by loading up DOA

 

[lockinlove]

fricken bloody annoying!! I took their 100% and all their slots are lagging terribly and disconnecting!!

And they banned slots to play on a bonus like jurassic park lol...come on.

Terrible!!

And chat keeps telling me to go play netent and nyx instead when I keep telling them I cant cause its banned in canada

 

[lockinlove]

every 15 spins

 

[DreamRJ]

yep they did get soo much better, but it seems they are back to how they used to be when I streamed for them. It was the same for me the last few hours when I used that deposit bonus Jorge gave me.

So yeah it seems they have gone backwards. Backwards in terms of wagering on freespin winnings where it is now 30X again when it used to be 10X and also they removed neteller and skrill as deposit options. And the only positive is they have now got many more slot providers. Including BTG.

So I will probably not be playing there again if they do not improve the performance and change the wagering back to 10X for freespin winnings!

 

[BETAT]

Hi all,

Regarding T&C of past promotions, I will need to take look at it in a case by case scenario in order to provide you guys with a proper answer. Is true that we have increased free spins WR and game exclusions also exist for some deposit bonus and some player groups. I am really sorry to hear that you are not happy with our promotional outline.

Any issue regarding misleads communications and T&C can be sent directly to me by PM I will take care of it instantly for you. I can assure you that we are a very honest business and we will not send mislead communications to our players in order to take any kind of advantage and that we will definitely not risk our reputation on 50 free spins.

I am also quite disappointed to hear that you guys are having such a bad experience with us today. Our tech team is on it and we will try to solve it asap.

Regards,
Jorge