Vegas Partner Casino refuses to remove bonus before commencement of play

ChillBill

Banned User - Aussiedave in disguise
Joined
Oct 16, 2012
Location
Australia
Just made a deposit of $100 at one of the Vegas Partner Casinos and a $25 bonus was credited automatically. Before I commence play, contacted Live Chat asking for the bonus to be removed. Only way bonus could be removed was if I opted to be placed on the "No Bonus List".

Being excluded on the "No Bonus List" means I won't even receive free comps for loyalty, I get nothing.

Was sure Vegas Partner Group are accredited here and found this in the accreditation rules:
Link Outdated / Removed

Operational Standards

  • Must remove any bonus and associated playthrough requirements at the request of the player if play has not commenced

Guts of the Live Chat transcript:

Me: Would you mind removing the $25 bonus from my account please?
Me: I'm great too, thanks :)

Anna: Would you like me to put you on No Bonus List?
Me: yes please :)
Anna: Ok, I'll do that now. Please note that if you want to be removed from the No Bonus List, bonuses can not be give back date.
Me: np, tbh I really don't like playing with a bonus. Of course when and if the casinos throws me comps, that's different. But deposit bonuses, rather play without them.
Anna: If we put you on No Bonus List, you will not be able to get Comp Bonuses as well, no bonuses at all.
Me: so no VIP free loyalty comps or anything?
Me: that's when I get to VIP status ;)
Anna: I see :) No bonuses at all.
Me: actually for now, just remove the $25 please
Anna: I'll be with you just now
Anna: Unfortunately, we can not remove this particular bonus amount.
Anna: Either you stay with Bonuses or we add you to No Bonus List.

As of now have my $100 deposit is sitting in the casino and a $25 bonus which they (Vegas Partner Group) will not remove. I've sent an email to support which I've also included the CM accreditation rule. I'll have to wait to see what happens. Still its a proper pain in the butt.
 

sapit222

Ueber Meister
PABaccred
MM
Joined
Nov 7, 2012
Location
Stockholm
Im not playing at that casino, but at some others ive received such bonuses & just talked in live chat with them to take it away & its been no problem.
Now i havent received any automatic bonuses to any of my casino accounts for a long time. :D

Its very easy & quick for support to take it away.

Hope you get it fixed asap!
 

anniemac

Ueber Meister
PABnoaccred
MM
Joined
Jan 30, 2007
Location
Texas, USA
As I can't play at this group, I'm not familiar with the Rep, if there is one here. But first thing I would do is look under the I-gaming rep tab and see if there is a Rep on board here and contact him/her about it. I would also alert Maxd via PM about this problem.

This isn't right and the bonus should be removed if you asked them too, especially since you didn't ask for it anyway.
 

anniemac

Ueber Meister
PABnoaccred
MM
Joined
Jan 30, 2007
Location
Texas, USA
Dionysus,

Either you take this bonus or lose your VIP standing. Nope, not cool for an accredited casino.
 

ChillBill

Banned User - Aussiedave in disguise
Joined
Oct 16, 2012
Location
Australia
didn't she say yes but you go on the no bonus list

Removal of the bonus should be just that.
Certainly not hedged by an unfair rule which forces a player (who did not request the bonus) to be placed on their "No Bonus List".
 

ChillBill

Banned User - Aussiedave in disguise
Joined
Oct 16, 2012
Location
Australia
To clarify, as yet I do not hold VIP status. I only became a player at Casino-Mate within the last week. But, given past casinos, I usually make it to VIP within a month or two max. Being exempted from receiving any bonuses, comps, loyalty at VIP level is a waste of time playing.
 

ChillBill

Banned User - Aussiedave in disguise
Joined
Oct 16, 2012
Location
Australia
Are you filing a pab?

For $25?
I can wager more than that on 1 spin :D
Every casino I join, I only deposit small to start. If everything checks out, then I drop big dollars. Though given this event, casino-mate wont be seeing that happen now.

I'll withdrawal my $100 deposit and move on.
 

secret2

irishbrit62
Joined
Nov 30, 2008
Location
New York, United States
Just made a deposit of $100 at one of the Vegas Partner Casinos and a $25 bonus was credited automatically. Before I commence play, contacted Live Chat asking for the bonus to be removed. Only way bonus could be removed was if I opted to be placed on the "No Bonus List".

Being excluded on the "No Bonus List" means I won't even receive free comps for loyalty, I get nothing.

Was sure Vegas Partner Group are accredited here and found this in the accreditation rules:
Link Outdated / Removed

Operational Standards

  • Must remove any bonus and associated playthrough requirements at the request of the player if play has not commenced

Guts of the Live Chat transcript:

Me: Would you mind removing the $25 bonus from my account please?
Me: I'm great too, thanks :)

Anna: Would you like me to put you on No Bonus List?
Me: yes please :)
Anna: Ok, I'll do that now. Please note that if you want to be removed from the No Bonus List, bonuses can not be give back date.
Me: np, tbh I really don't like playing with a bonus. Of course when and if the casinos throws me comps, that's different. But deposit bonuses, rather play without them.
Anna: If we put you on No Bonus List, you will not be able to get Comp Bonuses as well, no bonuses at all.
Me: so no VIP free loyalty comps or anything?
Me: that's when I get to VIP status ;)
Anna: I see :) No bonuses at all.
Me: actually for now, just remove the $25 please
Anna: I'll be with you just now
Anna: Unfortunately, we can not remove this particular bonus amount.
Anna: Either you stay with Bonuses or we add you to No Bonus List.

As of now have my $100 deposit is sitting in the casino and a $25 bonus which they (Vegas Partner Group) will not remove. I've sent an email to support which I've also included the CM accreditation rule. I'll have to wait to see what happens. Still its a proper pain in the butt.

I am so annoyed with their 'policy', if that is what it is..a policy of not removing bonuses.

I have had quite a few instances when I have had a double charge from my CC with a bonus...so I never played because it would void my play.

Inetbet have always removed my bonus before play. There should be no reason to not remove a bonus, unless 'those are the rules...( in the T&C's ). Even if the non-bonus removal is in the T&C's it's pathetic and I would not play.

I may have, in the past, accidently misread the the bonus rules...and it has always been rectified before play.

This is nonsense.
 

ChillBill

Banned User - Aussiedave in disguise
Joined
Oct 16, 2012
Location
Australia
If casinos aren't held up to the standards for accreditation, what's the point? Then they could screw over another player but still hold accredited standing if no one holds them to it

I agree but any casino on the accreditation list should first be put through the wash to ensure they act in accordance to the CM accreditation mandate. It shouldn't fall on members, who are told it's safe to play at accredited casino groups, when this type of situation happens. Although I understand CM has a PAB and Max does a brilliant job at operating this free service, all I wanted to do was play some slots and now I can't, even though I joined an accredited casino group.
 

Brooklyn

Dormant account
Joined
Feb 10, 2010
Location
On the Hot Mess Express
That's a terrible rule.

If we remove the bonus, you won't get loyalty comps? What kind of backwards stuff is that?
 

dionysus

Good(w)ill Ambassador
CAG
MM
Joined
Apr 27, 2009
Location
the land of snow and maple syrup
I agree but any casino on the accreditation list should first be put through the wash to ensure they act in accordance to the CM accreditation mandate. It shouldn't fall on members, who are told it's safe to play at accredited casino groups, when this type of situation happens. Although I understand CM has a PAB and Max does a brilliant job at operating this free service, all I wanted to do was play some slots and now I can't, even though I joined an accredited casino group.

Of corse it should fall on members; the system only works if everyone adheres and participates; in order for max and Bryan to know if a casino is worthy of accreditation, they rely not only on their own work and research but player feedback and pab reports
 

ChillBill

Banned User - Aussiedave in disguise
Joined
Oct 16, 2012
Location
Australia
Of corse it should fall on members

I'll agree to disagree mate :thumbsup:

In my opinion both CM and Max do a brilliant job running things here. Without a site like this, we'd all be screwed.

For what it's worth, if CM could organise a team of trusted members to test each accredited casino at random intervals, it would provide a means to scratch out those who are accredited but are no longer playing by the rules of accreditation. It would certainly help prevent members, like I am now, ending up in this situation.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
I think that has happened before, and it turned out the CS was talking bollocks. It seems the problem has NOT been properly addressed as promised, and despite a bit of "retraining" of the CS, they STILL spout this bullshit when a player asks for a bonus to be removed.

The rep's job is not to keep fixing the SAME mistake time and time again, an accredited casino is expected to make a particular mistake only ONCE, and then put measures in place to ensure it does not get repeated.

It suggests a slow decline of this group may have set in. There have been other grumbles regarding the removal of some of the perks of being a member there. There used to be a cashback on monthly losses - GONE, and a bonus of between 5% and 15% on certain deposit methods - GONE. The latter probably doesn't worry the OP, as it would mean up to 15% on every deposit, making each one subject to bonus restrictions.

The solution is simple, introduce a claim process whereby a player has to opt in to every bonus on offer. They could always shift players over to automated crediting if the player wants bonuses to appear automatically.


It appears the CS was offering to prevent FUTURE bonuses from being credited by moving the OP over to the "no bonus list", the removal of the bonus already credited would not be done. This is what fails to meet the accreditation standard.


So much for the propaganda that casinos spew out about how they MUST offer bonuses even though they would rather not. It seems here that they do their best to FORCE bonuses on players unless they can negotiate a CS minefield to get it removed.
 

VPL

Casino Representative
Joined
Feb 13, 2004
Location
South Africa
Bonus removal

Hi everybody,

I'd like to clarify that we do allow for bonus removal from accounts before play has commenced. The agent who initially handled the query is quite new, and their product knowledge, as a result is not up to scratch.
Should players request not to receive bonuses, they would still be eligible for complimentary bonuses, and it wouldn't affect VIP status whatsoever.

I'd like to apologize for the hiccup that occurred, and assure that this example is going to be used for ongoing training, to prevent such instances going forward.

Kind regards,

Curt
 

chuchu59

gambling addict
PABnonaccred
CAG
PABinit
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
Mistakes do happen. However, it may also help that you train these new reps on how to tackle issues they are unsure of ie they should revert after checking thoroughly instead of providing an incorrect answer on the spot.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Hi everybody,

I'd like to clarify that we do allow for bonus removal from accounts before play has commenced. The agent who initially handled the query is quite new, and their product knowledge, as a result is not up to scratch.
Should players request not to receive bonuses, they would still be eligible for complimentary bonuses, and it wouldn't affect VIP status whatsoever.

I'd like to apologize for the hiccup that occurred, and assure that this example is going to be used for ongoing training, to prevent such instances going forward.

Kind regards,

Curt


This is almost word for word the same excuse that was given last time. It indicates a missing but important item in the induction training for new CS agents. CS reps should also have a "crib sheet" covering the less common issues such as this one so that they know what the policy is, even if they have to refer to a senior agent for help in dealing with the query.

This could also lose customers who might suffer in silence, reluctantly accept the bonus, but never come back because they assume what they experienced is "policy".
 
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