Bonus Complaint Vegas Partner Lounge not honouring bonus invitation within specified time range

Jufo

Three-toed sloth
Joined
Sep 22, 2007
Location
Finland
Two days ago on Wednesday I received the following deposit match bonus invitation to 777 Dragon Casino:

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The e-mail invitation was sent on Wednesday May 4th 2011 at 5:35:38 PM (GMT+2) and it says:

Plus, take up our 100% Match Bonus on your deposit of up to 50 credits!

Hurry! This offer is valid for the next 2 days only!


Given that two days (48 hours) hadn't passed yet I deposited 50 credits to 777 Dragon Casino only to notice that I didn't get the bonus. I queried this with the customer support and had the following exchange (I omitted some parts):

Me: I received e-mail promotion about 100% Deposit match to 50€ which is valid until today
Me: I deposited 50€ but I see no bonus
Samantha: Can I please have your account number?
Me: XXX
Samantha: Let me have a quick look into your account.
Samantha: In the meanwhile could you please confirm your full name, date of birth, email address, home address and home telephone numbers?
Me: XXX
Samantha: I have reviewed your account.
Samantha: Please note that the promotion that you are referring to, has expired and is no longer valid as of the 5 May 2011, 23:59 GMT.
Me: I received the e-mail on 4th May 2011
Me: It said the offer is valid for two days from 4th May 2011
Me: So until 6th May 2011 which is today
Samantha: That is incorrect, if you received it on the 4 May 2011, it would include that day.
Me: Okay so I cannot get the bonus then?
Samantha: I am sorry, you will not be able to claim the offer as it has expired.
Me: I have recieved the promotional e-mail on Wednesday May 4th at 5:35:38 PM stating that the offer is valid for two days from the promo being sent. Two days (48 hours) hasn't yet passed since I received the e-mail
Me: In other words I am not being given what is promised in the e-mail
Samantha: When we sent the promotion it was two days ago from today.
Me: Yes and two days is today, not yesterday
Samantha: The offer has expired and there is nothing that I will be able to do about it.
Me: So in fact the offer was only valid 1 day and 7 hours
Me: it is not the same as two days
Samantha: That is not correct either the offer was valid to all players to claim for two days. It has now expired as I have informed you.
Me: Like I said two days hasn't passed yet
Me: Do you have a representative at Casinomeister who could handle this issue
Me: Because I am going to post about this incident there
Samantha: We are a recommended casino by Casinomeister. If we say that the offer is for two days then it is for two days like the one that you have received.
Me: Then could you credit the bonus as I received the invitation 1 days and 18 hours ago
Samantha: That is not correct the offer was sent to all the players who qualified for it 3 days ago.
Me: I have the exact time stamp of the offer being sent to me
Samantha: Every player was given two days to claim the offer, now the two days have passed and the offer is no longer valid.
Me: I don't understand why I need to repeat that I got the offer at 5:35:38 PM on 4th May 2011
Me: But since you are obviously unhelpful I know now to take this issue to Casinomeister for discussion
Me: Thanks for you help. I hope you don't mind me publishing this conversation as well.

So the offer was in fact only valid for 1 day and 7 hours from the time being sent. Yet the promo said it is valid for the Next Two days, and the customer support agent didn't have the leniency to credit the bonus even with their obvious mistake, but kept incorrectly repeating the same thing. What do you think? Am I somehow wrong here or should have I gotten the bonus?
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
I have had the same bullshit too. They delay sending these out until almost half way through the promotion, and by saying "valid for 2 days after receipt" rather than giving a SPECIFIC date and time of expiry, they leave players exposed to this problem.

Despite my complaint that they should quote a specic expiry date, it seems they have not bothered, so maybe the lack of clarity is by INTENT, in order to cut down the number of players actually eligible for this offer.

This is clearly a misleading advertisement, since the terms are vague, and having such a short window of validity is more or less GUARANTEED to lead to such problems, since the first of the two days is almost over before the player even gets the email, before which they can have no idea that they have been offered this.

What makes this even worse is that players often deposit on the strength of such an offer, and are only told it has actually expired when they claim, since the deposit has to be made first, and it is too late to decide not to deposit after finding out it has expired.

If you ignore the offer, they will send it again, but it will still be prone to the same problems.

The text should have read what the support agent told you, namely -

This offer is valid until 23:59 on May 5th.

This would leave the player in no doubt as to whether the offer was still valid at the time they decide to deposit.

You could of course phone CS before making the deposit, and first check that the offer is valid, but this would, of course, tie up their support team. Equally, you could phone them every time you feel like playing just in case you have a valid offer, but have yet to receive the email.

Why can't they send the emails out the day BEFORE, or at least straight after midnight so that as soon as the offer is valid, the player has the email.

There have been a number of complaints where players have deposited on the strength of such an offer, and then been told it has expired already, despite the fact that the rather vague validity period clearly covers the time they make their deposit, since it is within 2 days of the "sent" timestamp on the email.

Players who get caught out on this obscure technicality are going to think they are deliberately being caught by a "bait & switch" tactic, and will NOT be so readily coming back the next time they receive such an offer.

When they caught me with this, I simply uninstalled the casino, and this delayed my eventual return for about 2 YEARS.

Fortunately, I found the free spins not to be there, so I was able to find out the offer of a deposit match had expired BEFORE I made a deposit.

I now wouldn't even bother with a 2 day offer from them, since by the time I got it there would be one day left, and that would be taken up trying to install the casino, so by the time it was installed and working properly, the offer would have expired.

The 5 day offers are better, even though it is really only 4 days from receipt that it is valid, since by day 3 the casino would be ready to receive the deposit.

For offers that have a free spins element, check that the spins are there, as if not, the offer has been removed from the account, despite what the email appears to say.
 

chuchu59

gambling addict
PABnonaccred
CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
normally these promos are very specific with regard to the promo time-frames eg it states the offer ends at xxxhours est. in this instance it seems the player has acted in good faith and hence the casino should try to honour the promo. you have to wager it 30x anyway. the rep here is vpl but he doesnt answer pms lately and i wouldnt bank on him handling your issue immediately.
 

Jufo

Three-toed sloth
Joined
Sep 22, 2007
Location
Finland
For offers that have a free spins element, check that the spins are there, as if not, the offer has been removed from the account, despite what the email appears to say.

The thing is that those Free spins WERE there today. I first played them through (didn't win anything) and then immediately proceeded to make the deposit for the offer. So rather interstingly the free spins seemed to be valid as advertised (until 6th May) while the deposit offer was not :confused:

I understand that the offer might have been expired but I didn't like the attitude of the CS who repeated the same thing trying to say I was the one who was wrong, not them.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
The thing is that those Free spins WERE there today. I first played them through (didn't win anything) and then immediately proceeded to make the deposit for the offer. So rather interstingly the free spins seemed to be valid as advertised (until 6th May) while the deposit offer was not :confused:

I understand that the offer might have been expired but I didn't like the attitude of the CS who repeated the same thing trying to say I was the one who was wrong, not them.

The CS was probably wrong, since both parts were in the offer, and both were valid "2 days only". It seems the CS didn't know what was up, so just said the offer had expired without bothering to look into things more thoroughly.

It looks more like the deposit offer was never applied to the account in the first place, and this would have been a mistake made by marketing.

I also noticed that the text said "next two days", so the day of receipt is clearly NOT counted as one of the NEXT two days, being the CURRENT day.
 

Jufo

Three-toed sloth
Joined
Sep 22, 2007
Location
Finland
The CS was probably wrong, since both parts were in the offer, and both were valid "2 days only". It seems the CS didn't know what was up, so just said the offer had expired without bothering to look into things more thoroughly.

It looks more like the deposit offer was never applied to the account in the first place, and this would have been a mistake made by marketing.

I also noticed that the text said "next two days", so the day of receipt is clearly NOT counted as one of the NEXT two days, being the CURRENT day.

Yes, all of this which I very clearly explained to the agent "Samantha" MULTIPLE times with no luck.
 

Jufo

Three-toed sloth
Joined
Sep 22, 2007
Location
Finland
normally these promos are very specific with regard to the promo time-frames eg it states the offer ends at xxxhours est. in this instance it seems the player has acted in good faith and hence the casino should try to honour the promo. you have to wager it 30x anyway. the rep here is vpl but he doesnt answer pms lately and i wouldnt bank on him handling your issue immediately.

Yes, I sent a PM to the Vegas Partner Lounge rep to explain the promo dates and the conflicting information in the bonus e-mail. As VPL is accredited at Casinomeister I expect a reply from them.
 

Jufo

Three-toed sloth
Joined
Sep 22, 2007
Location
Finland
Yes, like VPL already wrote, I am happy to say that this incident was resolved fairly.
 

Repro

Dormant account
PABnonaccred
PABnononaccred
Joined
Sep 15, 2010
Location
Netherlands
Glad to hear this is solved. It seems to have taken a while though...
 
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