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Bonus Complaint Vegaspartnerlounge, thanks for wasting my time

Discussion in 'Casino Complaints - Bonus Issues' started by gamblingmace, Jul 8, 2010.

    Jul 8, 2010
  1. gamblingmace

    gamblingmace Dormant account

    Occupation:
    retired
    Location:
    europa
    I received an email from the vegaspartnerlounge / Maple Casino (email address: This email is not visible to you.) saying I can claim a freeplay. that means if I sign up at maple casino I get 1250 credits and I can play with them for one hour and keep my winnings. additionally I would get 50 free spins on loaded if I made a deposit. now, as I had claimed a freeplay before I knew that "keep my winnings" does not mean that I can really keep all of my winnings but it means I can win up to 100 credits as bonus money and I have to make a deposit in order to get this bonus (at maple casino you can win up to 100 credits in the freeplay and you got to deposit at least 40 credits).
    when I read this promo email I remembered that I had already claimed a freeplay and a welcome bonus at a casino of this group. So I thought maybe I am not really eligible for this promo (although I should be eligible as they invited me via this email). So I sent an email to the support of vegaspartnerlounge asking if I can really claim bonuses at maple casino if I sign up at that site although I have claimed a welcome bonus at a site of their group. I told them what my account number at that casino is and that they should allow me to claim bonuses at maple as they invited me. this is what their support replied:

    "Thank you for your valued support at Vegas Partner Lounge

    You will still be able eligible to receive all the bonuses on Maple casino as
    stated in the email that was sent to you including the 50 free spins.

    We hope that this meets with your understanding and approval."

    there seems to be a mistake in the sentence "you will still be able eligible...". either "able" or "eligible" should be removed I suppose. I am not a native speaker. but anyway the reply means I can claim the bonuses I was invited to I assume.
    So I claimed the freeplay and I won 100 credits on it. then I received an email from them saying this:

    "Congratulations!
    You have won 100 on our FREEPLAY bonus offer. The amount of money you have won is available to you right away, so don’t hesitate and claim it now!

    At Maple Casino you will get to play your favorite casino games at the click of a button – our casino is the best in the business. Why not try out our Progressive Jackpot Network where you can stand a chance to win jackpots in their millions?

    To claim your FREEPLAY bonus, log in to your Casino Lobby and make a deposit of Euro 40 or more. You will then receive your FREEPLAY bonus straight away and you will be able to begin playing more games with greater returns!

    Get your 100 now!
    But that’s just half of it. We will also give you:
    – 50 Free Spins after you make your first successful purchase

    To claim your 50 FreeSpins, please contact us via live chat or This email is not visible to you. once you have made your initial deposit and we will credit you with your FreeSpins!

    Please do not hesitate to contact us via email or telephonically should you need any assistance. We are here for you!

    Regards,
    Maple Casino

    Terms & Conditions Apply."

    as I am a suspicious and cautious person I didnt deposit then but I went to the live chat in order to get a confirmation for getting a bonus of 100 credits if I deposit at least 40 credits. guess what happened? the live support rep told me that I am not eligible as I had caimed a freeplay bonus at another casino of the vegaspartnerlunge group. :mad::eek::lolup: then I emailed them and asked them to give this bonus to me as they invited me but they refused to do so. they told me I can get the 50 free spins on loaded (which are worth only 12.50 credits which is why I am not interested in them) but not the 100 credits bonus I won on the freeplay. I could post the transcript of the live support chat and also all the emails but I think this is not neccessary. imo it is not fair what they are doing. they invited me to a promo and they even confirmed that I am eligible but then they refuse to keep their promise. so thanks a lot vegaspartnerlounge/maple casino for wasting my time!:mad:
    what do the members of this very nice forum think about this?
     
    3 people like this.
  2. Jul 9, 2010
  3. brianzz

    brianzz Dormant account

    Occupation:
    Work
    Location:
    TN
    Typical..... Casinos and affiliates are getting more and more desperate for money and they'll blow smoke up your ass till it's coming out of your ears if they think you'll give them a small deposit. Chalk it up to experience and move to another group to play, try a casino group that is a little more consistent, one that knows what one person tells you as opposed to what another tells you.... if a casino group like that exists.
     
  4. Jul 12, 2010
  5. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    Totally unacceptable!
    It may seem like a minor issue to you - after all it was a freebie - but to me they are totally out of order!
    I know their T&Cs say "only 1 SUB across the group", but if support specifically told you it was OK they should stand by it IMO.

    This group is CM accredited and even holds an award for "Best Casino Group" so I think you should start proceeding with the Pitch-A-Bitch system - read and comply with the FAQs first (i.e. contact the rep before doing anything else).

    KK
     
  6. Jul 12, 2010
  7. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    I think KK's advice to contact the rep here is sound. Livechat does not always have all the information in front of them (eg. your email and the reply stating your eligibility).

    It's bad enough to get email offers that when you contact them you are not eligible for, but an accredited casino should stick by its word. Management is free to chastise an employee providing incorrect information, or circulate a memo so the same mistake doesn't happen again, but should honour the commitments made by its agents.
     
  8. Jul 12, 2010
  9. XOXOXOXOXOX

    XOXOXOXOXOX Let em spin... PABaccred

    Occupation:
    Software developer
    Location:
    O Canada!
    i keep getting freeplay invites from different casinos of this group, same address as above. I also claimed their free spin promo already a while ago and did not even win anything. I asked their support if i can claim another welcome bonus since i am getting the invites and they said i can play 1 hour freeplay but i will not be able to redeem the bonus. :eek:

    I don't get this - why to have so many welcome bonuses if they only allow to redeem one. :rolleyes:
     
  10. Jul 12, 2010
  11. winbig

    winbig Keep winning this amount. webby PABnononaccred

    Occupation:
    Bum
    Location:
    Pennsylvania
    Does each casino's website list what other casinos are within the same group? If not, then they shouldn't constrict people to only be able to redeem one offer for the whole group.
     
  12. Jul 12, 2010
  13. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    Yes they do - it is very clearly stated right at the top of their T&Cs.

    While I was checking that, I noticed this specific term in the bonus T&Cs at Maple:

    21. Once a player has claimed the First Deposit/ Freeplay promotion at this casino, he/she in ineligible to claim it at any other Vegas Partner Lounge Casino (Unless Invited).

    I highlighted the "(Unless Invited)" - that seems to apply in this case, does it not!

    KK
     
    1 person likes this.
  14. Jul 12, 2010
  15. skiny

    skiny Banned User - violation of <a href="http://www.cas

    Occupation:
    Doing everyone else's job.
    Location:
    Canada
    I think you should invite them for a steak dinner and when they get there say "Sorry. No steak for you."

    "But if you'd like you can give us some of the salad you brought." :)
     
  16. Jul 12, 2010
  17. nerv

    nerv Dormant account

    Occupation:
    parent
    Location:
    lower back of EU
    :lolup:

    ...or you can stand there and watch us eating steaks ONE HOUR FOR FREE!!!
     
  18. Jul 12, 2010
  19. gamblingmace

    gamblingmace Dormant account

    Occupation:
    retired
    Location:
    europa
    there are some good news. today a rep of the Vegas Partner Lounge called me on the phone and he said we made a mistake and you will get the 100 euros bonus and the free spins if you deposit. so I deposited 40 euros and I really got the the bonus and the free spins. now this is good news but: I suppose if I hadnt posted a complaint on this site I wouldnt have got what they had promised me (I sent a link to this thread to them after they told me that I am not eligible although they had invited me and reading this thread probably made them change their mind). so you see, my dear readers, you got to fight for your right and it makes sense to use a forum like this one to do so. :)
     
    3 people like this.
  20. Jul 13, 2010
  21. VPL

    VPL Casino Representative

    Occupation:
    Call Centre Manager
    Location:
    South Africa
    Issue resolved directly...

    Hi there,

    We confirm that this really was a misunderstanding between the player and ourselves, whereby the query resulted from a previous no bonus request on two of gamblingmace's other accounts within our casino group. When somebody requests not to receive bonuses on an account, we usually apply this rule across the board, hence the free play winnings would not have been received in this case.

    We are glad that we have managed to resolve this matter directly with our player, and have honored the bonus in good faith.

    We trust this clears up any misunderstandings.

    Best regards,

    Curt
     
    7 people like this.
  22. Jul 15, 2010
  23. gamblingmace

    gamblingmace Dormant account

    Occupation:
    retired
    Location:
    europa
    would the vegas partner lounge have looked into this matter again if I hadnt posted a complaint here? would they have discovered their mistake/the misunderstanding if they hadnt realized that a thread like this one damages their reputation which can cost them a lot of money? :confused: I doubt it.

    but anyway I received my bonus so everything is fine now and the microgaming slots (I love them) were good to me and I cashed out 500 € :thumbsup:. I guess all of the readers can figure out how much I won (I deposited 40 €):lolup:

    so as I have already said it makes sense to fight and to go public on a site like this one if you feel you are not treated fair by an online casino:)
     
  24. Jul 15, 2010
  25. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    What about the website?

    It seems to have a design bug, and always crashes showing "308 items to load". Not only this, but is freezes Explorer, and the window cannot be closed. Task manager is required to forcibly shut it down, and upon next launch it gives an error message about an "unexpected termination" of the previous session.

    Since emails are no longer sent out, I no longer have any idea what benefits this "silver ice scraper" offer me.

    There are no error diagnostics, just a freeze.

    I have all the latest Windows updates applied.
     
  26. Jul 17, 2010
  27. footdr

    footdr Banned User: PITA violations of the Forum Rules

    Occupation:
    management
    Location:
    cyberspace
    Microgaming "new platform" ...

    I refuse to play at most microgaming groups as their "new platform" as they call it is nothing more then less games and less perks for U.S. Players.

    There is really no reason for their " new platform". Allowing U.S. players to play on the new platform is no different then allowing us to play as it was.

    What a crock of you know what!
     
  28. Jun 18, 2011
  29. hausse222

    hausse222 Experienced Member MM

    Location:
    Europe
    Unhappy, too

    Yesterday i got a promotion letter from goldenriviera casino. Since i had taken a welcome bonus at cinema casino earlier i asked in the chat if i am eligable for the welcome bonus. She said yes because it was an „invitation“ and i used the freeplay and „won“ a 200,- bonus. Soon i got a 15,- non deposit bonus and 50 freespins on
    thunderstruck II after claiming them in the chat. So i deposited 50,- Euro and since then i am waiting for the bonus from the freeplay.
    At the homepage they write that it could take 30 Minutes. The very polite chat operator told me that i could take 4-5 hours. 4 hours later i got a 5,- (!) bonus in my account
    and asked the chat operator if it was a mistake. She told me that the bonus will be payed in two installements and that i will get the second part in one hour.
    Since then more 6 hours are gone and nothing.....
    I think vpl should manage their promotions in a better way...
     
    Last edited: Jun 18, 2011
  30. Jun 19, 2011
  31. hausse222

    hausse222 Experienced Member MM

    Location:
    Europe
    Bonus now recieved.
     
  32. Jun 19, 2011
  33. asianeyes

    asianeyes Dormant account

    Occupation:
    housewife
    Location:
    U.K.
    Yeah right and we were born yesterday:lolup: This is by no means the first time peolple have complained about this with your group of casinos.

    PS, on a positive note, i long ago uninstalled all your sites and purged them from my computer!
     
    Last edited: Jun 19, 2011
  34. Jun 20, 2011
  35. Papa-ya

    Papa-ya Dormant account

    Occupation:
    Retired
    Location:
    USA
    It is rather annoying when I think I'm reading a new thread only to realize an old one has been once again resurrected.

    People please, be creative, just start a new thread.
     
  36. Jun 20, 2011
  37. VPL

    VPL Casino Representative

    Occupation:
    Call Centre Manager
    Location:
    South Africa
    Please send me your account details....

    Hi there,

    Please private message me your account details so I can get to the bottom of this for you?

    Regards,

    Curt

     
  38. Jun 20, 2011
  39. VPL

    VPL Casino Representative

    Occupation:
    Call Centre Manager
    Location:
    South Africa
    RESOLVED...

    Hi there,

    We do see you have received your bonus.
    Please do not hesitate to contact us directly should you require any assistance at all.

    Best regards,

    Curt

     

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