Vegas Red/Del Rio do a "lake palace" :(

Nanny Rose

Dormant account
Another case of casinos making you a bonus offer, and then after fulfilling its terms ban you from bonuses. This is getting crazy, all of these casinos seem to think they can get away with whatever they like. Some thing has to be done to stop these casinos abusing players in this manner. Yes, they all love to cry "bonus abuse", well what about player abuse.

I received the following email offer from both vegas red and del rio.

Its the New Year and your chance to claim this fantastic bonus offer

Make at least three deposits or more (any amount), by Sunday 9th January and you will receive a 50% bonus up to 200.

For example, deposit 50, 100 and 200 (350) and receive 50% bonus which totals 175 in BONUS CASH!!!.

Bonuses will be awarded on Monday, January 10th.

Happy New Year!
I made 3 deposits at both casinos totalling 400, and expected, as per the emails i received, to receive the 200 bonus on Monday.

Now let it be said, that i have hardly ever played at these casinos. Infact, on both casinos i was awarded an unexpected bonus (part of the initial sign up bonus) on some of my deposits. I was not expecting these, but it shows that i dont play at these casinos much. This was ok however becuase i fancied a gamble anyway. Obviously i was locked into a wager requirement, and i more than fulfilled it. Infact i even lost 200 at Vegas Red meeting this unexpected sign up bonus. Hardly bonus abuse :(

I didn't receive my 200 bonus at either casino, and today politely emailed them to ask them to add it. The following are their replies.

A pleasant good day to you and Thank you for choosing Vegas Red.

We have received your request for the promotional offer, Unfortunately, our Admin system has automatically removed your account from receiving any promotional offers. The reason may be as a result of your history in online gaming and/or banking and credit card systems. The reason may also be as a result of gaming habits the casino determines to be bonus abuse. In any event, we are unable to credit your account with the bonus you have requested. Please note that this is done in accordance with our casinos Terms of Use which and be found at www.vegasredcasino.com/termsofuse.html and reads as follows:

The Casino reserves the right to withhold any amount in excess of the players original deposit from a player's withdrawal if the bonus is wagered in Baccarat, Roulette, or Craps. The Casino reserves the right to refuse or rescind the bonus for any reason including, but not restricted to, player abuse. In case of abuse, the Casino reserves the right to discontinue player's membership and to prevent the player from accessing the Casino in the future.

Harvey, we sincerely apologize for any inconvenience caused, and hope that we have your cooperation and understanding in this matter.

With any more questions, please do not hesitate to contact the Vegas Red Support Team 24 hours a day, 7 days a week.

Best Regards,

Zornette
Vegas Red
"Welcome to the Party!"
A pleasant good day to you and Thank you for choosing Casino Del Rio.

In regards to your email, unfortunately we are unable to issue you with the requested bonus, as a result of your gaming habits.

Harvey, you may view this on our website by going to www.casinodelrio.com/termsofuse.html

We apologize for any inconvenience caused and look forward to your understanding and kind cooperation in this regard.

Please do have a wonderful day!

With any more questions, please do not hesitate to contact the Casino Del Rio Support Team 24 hours a day, 7 days a week.

Best Regards,

Shemika
Casino Del Rio
"Get Into the Rhythm!"
What is it with casinos these days. They all think they can get away with whatever they like. There is so much of this happening with many supposedly reputable casinos now. I think the industry is in a lot of trouble.

My advice to anyone thinking of playing at these casinos is to stay away.

I will furthermore be complaining to the Uk advertising standards authority about this. I hope they too will take some action against this rogue behaviour!
 

Macgyver

Dormant account
PABnononaccred
Had you wagered anything yet or were you waiting for that bonus?

If you haven't wagered anything, just withdraw the deposits and say "screw 'em!" :thumbsup:
 

Nanny Rose

Dormant account
I made 3 deposits at each casino, wagered a few thousand pounds at each casino and cashed out. I am still awaiting the bonus that was supposed to be credited a week later. There was nothing anywhere which said i cant cash out my winnings (or in the case of vegas red - what i had left after losing 200).

I fulfilled to the letter, the terms of the bonus offered. I expect to get what i was promised.

How can i be banned from bonuses, when fulfilling the terms of a bonus i was personally emailed? If i was banned, they shouldn't have offered it to me. Clearly, they decided after the fact, that they dont like the way i play. Every bonus i received was automatic. I didn't claim any bonus, and to be honest, wasn't even expecting any bonuses on my previous deposits.

What i do expect is the 2*200 i was promised in the email.
 

caruso

Banned User - repetitive violations of 1.6 - troll
Nanny Rose said:
I will furthermore be complaining to the Uk advertising standards authority about this. I hope they too will take some action against this rogue behaviour!
Where did you see them advertised here? I've only ever seen CON, on the Tube and on TV. Never a shabby little Playtech.
 

Weedlayer

Dormant account
When will casinos realize they are the abusers when they disallow bonuses that the player has already fulfilled the casino's own terms for?

Add Vegas Red And Del Rio to the list of casinos that will never see a penny of my money.

Thanks for the warning Nanny Rose.
 

jetset

RIP Brian
CAG
Playtech issues are usually not easy to address because they are none too communicative. However, I've referred a guy involved with Vegas Red (or I hope he's still involved) to this thread. He has resolved issues in the past with these casinos and may be able to do so again here.
 

Nanny Rose

Dormant account
Thanks Jetset. :) :thumbsup:

Hopefully this will be resolved. I have no problem if they want to ban me from bonuses - that's their perogative.

However, don't you dare ban me after offering me a promo where i have fulfilled the terms, without fulfilling your side. That's tantamount to theft in my opinion.

Looks like if you play at a playtech, you're still in the wild wild west :)

I'm sure their are much better places to enjoy my hard earned money anyway.
 

Nanny Rose

Dormant account
Thank you for choosing Casino Del Rio,this is Icilma from the support team.

We have received your request for the 3 deposits totaling
400, and I would receive a 50% bonus later in that week.
promotional offer.

Unfortunately, our Admin system has automatically removed your account from receiving any promotional offers. due to previous gaming history as a result we regret to inform you that you are not eligible for the bonus as this e-mail was mistakenly sent in error.

We do hope that you accept our apologizes regarding this matter.

Have a pleasant evening.



With any more questions, please do not hesitate to contact the Casino Del Rio Support Team 24 hours a day, 7 days a week.

Best Regards,

Icilma
Casino Del Rio
"Get Into the Rhythm!"
What a load of rubbish.

If they sent an offer in error, then they have, in my opinion, an obligation to fulfill its terms nevertheless.

It's such an easy get out clause, oh it was an error....sorry..tough luck.
 
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chuchu59

gambling addict
PABnonaccred
CAG
There is no thing such as an error in this case. It was an invitation which you accepted and your funds were put at risk thru meeting the WRs. I cant really understand. They automatically removed you from promtional bonuses but you werent told until you claimed it. Seems to me that they are trying to entice you to play for one last time before you are aware that you wont get any bonuses from them. That's their way to get back at you for winning from them in the past. How stingy of them. Hiss!
 

Nanny Rose

Dormant account
I am happy to say that this situation has been fully resolved.

Thanks to Jetset (and this board :) ), i have been contacted and told that the missing bonuses will be paid into my casino accounts. The bonus has already been paid into Del Rio, although i am still waiting for vegas red. I have also been told that the a representative of the casino will be in touch with an apology.

The member of staff that i spoke to informed me that he'll be passing this on to higher mangement, so hopefully the situation where players are refused bonuses, after being offered them and meeting the terms, will not happen again.

Thumbs up from me to Jetset, and Vegas Red/Del Rio, for solving this minor problem :) :thumbsup:
 

Clayman

Dormant account
Nanny Rose said:
I have also been told that the a representative of the casino will be in touch with an apology.
Its always nice when a casino admits its mistake unlike the likes of Omni and Lake Palace.

Do you know if you are banned from future bonuses? Would you play there again?

Considering how many different times by how many different CSR's you were told the same thing, I don't think very many actually believe management will do a thing to stop stealing players' money when they think they can.

"we ... hope that we have your cooperation and understanding in this matter." I love that one.
 

Nanny Rose

Dormant account
Unfortunately, its not quite over. Vegas Red (having emailed to say i would get the bonus), have about turned and flatly refused. Great customer service. :(
 

jetset

RIP Brian
CAG
Damn, and I thought we had this one nailed! I'm trying to find out what the hell is going on, Nanny. Glad to hear that Del Rio is sorted, at least.
 

spearmaster

RIP Ted
Clumsy... LOL...

The problem would appear to lie with the fact that some Playtech operators use central support - so while the management can and do promise to take care of things, CS at central support don't seem to know this fact. As far as I can tell, support@anyplaytechcasino.com goes to central support - so try the other email addresses they may have given you.
 

jetset

RIP Brian
CAG
Nanny Rose, I'm informed that this has now been sorted - it was a staff and time glitch on the Vegas Red side. Can you confirm that this has been resolved please?
 

Nanny Rose

Dormant account
Sorry, it took a while. Just logged back on. Yes, i can confirm that it was all sorted, and i believe spearmaster is correct about the reason why support refused to issue the bonus. It was very strange though becuase i'd had an email confirming the bonus would be added from vegas red. Support asked me to forward them the email (that was sent from a @vegasred address), and they still insisted that it was also a mistake. Still, alls well that ends well. I received the correct bonus, and received the following 2 emails at 7:49 am today.

Firstly, I would like to apologize for not crediting your account with the appropriate bonus of 50% up to 100 on January 9.



This was a genuine mistake by the bonus issue department, for which I am very sorry.



I am pleased to inform you that the casino has now credited your account with the correct bonus amount and you will see this when you next log in.



I would like to thank you for your continued loyalty towards the casino and I look forward to seeing you at the tables soon.



Have a very pleasant afternoon.

Kind Regards,

Jane

UK Manager
Thanks once again to Jetset, and David for sorting this out, and everyone else who cares ;) I owe you one....... :) :thumbsup:

And for anyone who's interested, i manged to cash out a grand total of 0 from the 2 bonuses, which is fine by me. That's gambling.......
 
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