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Bonus Complaint Slotty Vegas refusing to credit bonus

Discussion in 'Casino Complaints - Bonus Issues' started by colinsunderland, Mar 2, 2018.

    Mar 2, 2018
  1. colinsunderland

    colinsunderland Experienced Member MM webmeister

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

    Slotty Vegas refusing to credit bonus: slotty1.png,Mar 2, 2018

    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

    Slotty Vegas refusing to credit bonus: Slotty2.png,Mar 2, 2018

    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 This email is not visible to you. 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.
     
    Mouche12 likes this.
  2. Mar 2, 2018
  3. ferminkuipers

    ferminkuipers 10k is not enough

    Occupation:
    -
    Location:
    NeTherlands
    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
     
    colinsunderland likes this.
  4. Mar 2, 2018
  5. brianmon

    brianmon Meister Member webby mm4

    Location:
    uk
    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???
     
  6. Mar 2, 2018
  7. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    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.
     
    Mouche12 likes this.
  8. Mar 2, 2018
  9. SpinUk

    SpinUk Senior Member MM PABnonaccred

    Occupation:
    Marketing
    Location:
    London
    Im just pissed off I didn't get the offer at all...
     
  10. Mar 2, 2018
  11. ferminkuipers

    ferminkuipers 10k is not enough

    Occupation:
    -
    Location:
    NeTherlands
    I received the same e-mail with the same offer,lucky me
     
  12. Mar 2, 2018
  13. bebo67

    bebo67 Meister Member MM PABnonaccred

    Occupation:
    Im on Google and write. Thats all you need to know
    Location:
    Ontario Canada
     
  14. Mar 2, 2018
  15. bebo67

    bebo67 Meister Member MM PABnonaccred

    Occupation:
    Im on Google and write. Thats all you need to know
    Location:
    Ontario Canada
    :laugh: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. :thumbsup: Lol
     
    suchfun likes this.
  16. Mar 2, 2018
  17. BETAT

    BETAT Online Gaming Affiliate Manager

    Occupation:
    Casino Rep
    Location:
    counting down until spring
    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! :thumbsup:

    Regards,
    Jorge
     
  18. Mar 2, 2018
  19. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    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 :D), I don't even take deposit bonuses as a rule, just once in a while, probably 98% of my deposits are cash.


    Wow, thank you Jorge, that was an extremely fast reply and resolution, thank you very much for sorting it out so quickly :thumbsup:
     
    bebo67, ferminkuipers and BETAT like this.
  20. Mar 2, 2018
  21. DreamRJ

    DreamRJ Out of this world! MM webmeister

    Occupation:
    Gamble
    Location:
    RJVille UK
    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
     
    ferminkuipers likes this.
  22. Mar 2, 2018
  23. DreamRJ

    DreamRJ Out of this world! MM webmeister

    Occupation:
    Gamble
    Location:
    RJVille UK
    @BETAT - go figure your now offline :(
     
  24. Mar 2, 2018
  25. DreamRJ

    DreamRJ Out of this world! MM webmeister

    Occupation:
    Gamble
    Location:
    RJVille UK
    @colinsunderland - Lucky you for getting it and then getting it twice. I wasn't even sent the email :(
     
  26. Mar 2, 2018
  27. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    I would imagine it was a winback offer which would explain why not everyone got it :(
     
  28. Mar 2, 2018
  29. DreamRJ

    DreamRJ Out of this world! MM webmeister

    Occupation:
    Gamble
    Location:
    RJVille UK
    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 :)
     
  30. Mar 2, 2018
  31. theapple

    theapple IR hates apples

    Occupation:
    i work... slave labor sort of work. like most of u
    Location:
    far far away
    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.
     
  32. Mar 2, 2018
  33. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    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.
     
  34. Mar 2, 2018
  35. theapple

    theapple IR hates apples

    Occupation:
    i work... slave labor sort of work. like most of u
    Location:
    far far away
    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 :/
     
  36. Mar 2, 2018
  37. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    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 :)
     
  38. Mar 2, 2018
  39. theapple

    theapple IR hates apples

    Occupation:
    i work... slave labor sort of work. like most of u
    Location:
    far far away
    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 You must register/login in order to see the link. for more information.
     

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