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Resolved Stingbet different and misleading bonus terms and incompetence

Discussion in 'Casino Complaints - Bonus Issues' started by Digi, Feb 17, 2010.

    Feb 17, 2010
  1. Digi

    Digi Dormant account

    Occupation:
    nothing
    Location:
    EU
    Hello,

    I post this to warn peoples about Stingbet because what they did to me was ridiculous:


    I get an email about a casino reload bonus with these terms in the email:



    I email support to ask them if I'm eligible and they say yes. I deposit on the 6th February a 100 EUR but no bonus credited. I contact support and they tell me they will forward the request to the person responsible.

    Four days (10th February) later a get an email that I'm not eligible for this bonus. Three hours later I get an email that the 100 EUR bonus is credited to my casino account :what:


    I play Devil Delight and Oasis Poker for a couple of hours from the 10th till today and I ask the CS how much I wagered towards the bonus. They tell me I only wagered ~26 EUR still 2974 EUR towager . This is impossible and email them back. They respond me with this:


    So now Oasis poker isn't allowed, althought the reload email and the website tell it is (hxxp://www.stingbet.com/en/Casino/Promotions.aspx)

    (Also note that on the website they disallow Casino Holdem and in the terms they send me they allow it).


    I reply that the website and email had different terms. I get a responce that the previous email was a mistake, so the first terms are good (those on the website) but I still need to wager 3000,00 this is impossible so I reply a third time and now they say again that Oasis Poker and other games aren't allowed... :what:

    They refer to terms in the FAQ's: hxxp://www.stingbet.com/en/FAQ/Support/terms-and-conditions.aspx under Netent casino rules.

    They changed these terms the 9th February, so after that I deposited for the bonus and so are enforcing those retroactivly (The promotion email stated the terms without OP beiing disallowed and had no reference to these "other terms). They don't bother with changing the terms on the main page. Its been EIGHT days since they changed the terms!! but still didn't change them on the main page.



    I know its hard to follow, I could'nt follow either. They always change their mind/terms, don't bother changing terms, enforce terms retroactivly.


    (I'm sorry for my language its only my third language)



    Best regards,
     
  2. Feb 17, 2010
  3. Peter-Jan

    Peter-Jan Dormant account

    Occupation:
    Customer Development, PlayersBay.com
    Location:
    Europe
    Was indeed pretty hard to follow, if I read it correctly they at one point send you an email saying the terms allowed what you play yet no wagers you did are counted?:eek2: Or am I wrong?:confused:
     
  4. Feb 17, 2010
  5. Digi

    Digi Dormant account

    Occupation:
    nothing
    Location:
    EU
    Yes, that was the problem. I had played for a couple of hours but they said I only wagered 26 EUR but then they said that Oasis Poker wasn't allowed, then said it was then again said it wasn't...
     
  6. Feb 17, 2010
  7. heador112

    heador112 Experienced Member PABnononaccred3

    Location:
    Germany
    26 was probably your Devils Delight play . Just continue to play this game it will count and its a great Slot by the way ;)


    LOL your thread just remembered me on a old Devil Delight winning screen . I have postet it to the winner screensshot Thread . Maybe you get a similar win :)
     
  8. Feb 18, 2010
  9. Digi

    Digi Dormant account

    Occupation:
    nothing
    Location:
    EU

    Yes but the point is that they have misleading/different terms, they change their minds every time and they blame me because I followed the bonus terms on their main page and promotional email and not those in the big list of terms and conditions in the FAQ.

    How can a customer possibly know that the terms on the main page and email are incorrect?


    I don't know if their is any chance that CM would help in this case?
     
  10. Feb 18, 2010
  11. Digi

    Digi Dormant account

    Occupation:
    nothing
    Location:
    EU
    I got an email from Stingbet and they resolved it. They apologized and acknowledge that the information sent via the promotional email as well as stated at their webpage were incorrect and as I was not notified about the correct promotional rules and did meet the wagering requirements they credited the bonus and an extra compensation.


    It has to be said, althought this should not have happened, they handled it professionaly and without hiding behind the "management decision is final and its to bad for you but these are the terms" mentality that you see alot these days from casinos and corrected their mistakes.


    Can a mod change the topic to resolved and make a note about how they resolved it in my first post (I cannot edit it)?



    Best regards,
     
  12. Feb 18, 2010
  13. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Done.
     

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