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Bonus Complaint Villento - Wording or Just Wrong!

Discussion in 'Casino Complaints - Bonus Issues' started by Stuff57, Nov 9, 2010.

    Nov 9, 2010
  1. Stuff57

    Stuff57 Dormant account

    Occupation:
    Office Manager
    Location:
    cal
    I sent this in a private PM to Villento on this site 11/4 and again on 11/6 but it has gone unread so am now putting it up for players warning!
    On 10/12 I got an email from Villento (see below)
    After making sure it was understood I did not have a Rich reels account and the casino confirming the offer was valid for me on my Villento account. And after confirming 3 different times i was reading and understanding the email correctly I decided to use the promo. I was suppose to get a 100% bonus and the weekly 40 spins from the 52 weeks promo 1 time. Which this week was 40 on Rat Pack.
    In every email or chat I had I specifically said 40 spins and nobody ever said that was wrong until after I funded! In fact right before I funded I again emailed to confirm the specific details of the promo and got a reply that did not specify any different amount of spins. See below for correspondence! I have highlighted in RED the important parts!

    ----- Original Message -----
    From: Villento Support
    To: This email is not visible to you.
    Sent: Tuesday, October 12, 2010 11:16 AM
    Subject: Welcome to Villento Las Vegas Casino!

    Hi Frank,

    Frank, I'd like to introduce myself, my name is Rudy and I'm with Guest Relations at Villento Las Vegas Casino!
    To welcome you formally to Rich Reels casino I would like to briefly inform you of our level of service and promotions!
    As part of Guest Relations, it is of utmost importance to me that we meet your gaming expectations. We host individually tailored promotions that we believe you will enjoy; we employ a 24/7 guest relations department for your convenience; and most importantly we strive to offer you an exciting and enthralling entertainment.
    Please note that our website highlights the fantastic Welcome bonus that we offer Players! We sadly do not offer a no-deposit bonus as such. You are offered the $1,000 Opening Match offer comprises of three purchase match bonuses on your first three deposits, namely:

    ·First deposit bonus is a 100% match on your deposit up to $150;
    ·Second deposit bonus is a 30% match on your deposit up to $750; and
    ·Third deposit bonus is a 50% match on your deposit up to $210.
    ·There are also free spins which will be awarded for 52 weeks should the Terms and Conditions for this be met.

    These generous bonuses should ensure that you have the pleasure of enjoying the casino to the fullest with a combination of over 350 classic games, Tournaments and thrilling new video slots to choose from..we bring the magnificence of true Las Vegas style entertainment right to your fingertips.
    I'll tell you what, as you see above, free spins are not offered until Terms and Conditions are met, but I will give you Free Spins once you make your first deposit with us! Simply contact me for this once off exclusive offer!
    I'd like to encourage you to let us know, at any time, if you feel that your expectations have not been met with.
    A very warm welcome to Reel Reels casino - everything of the very best on the slots. Contact us if you are having trouble redeeming your bonus offering.

    Warm regards, Rudy
    Villento Las Vegas Helpdesk

    ============
    There were several messages via email back and forth regarding this offer during this time!Then i sent another email
    as i intended to fund.
    ============
    ----- Original Message -----
    From: Frank P
    To: Villento Support
    Sent: Monday, November 01, 2010 11:31 PM
    Subject: Re: Welcome to Villento Las Vegas Casino!

    OK Rudy I am contacting you!
    I am going to fund $25 and according to this email I get 100% match bonus and 40 spins on this weeks rat pack??
    ============
    This was the reply
    ============
    ----- Original Message -----
    From: Villento Support
    To: Frank P
    Sent: Wednesday, November 03, 2010 12:29 AM
    Subject: RE: Welcome to Villento Las Vegas Casino!

    Hi Frank,

    Thank you for contacting the Villento Las Vegas Casino Helpdesk! I hope this email finds you well and that you are having a great day thus far.
    With regards to your email, once you make a deposit you can contact us to claim the 100% match bonus on your initial deposit up to $150.00 You have also been offered free spins but you need to claim your 100% match and then contact us for them to be credited to your account. The free spins will not be on the rat pack but another available game. <<<< but does not say they will only be 20
    I look forward to hearing from you soon!

    Take care good luck at the casino and have a great week. Should you have any questions or concerns, please feel free to contact our helpdesk as we are available 24/7.

    Warm regards, Neebashnee
    ============
    Once I recieved the email reply I funded 11/3/2010 8:09:56 AM 25.00DEPOSIT ACCEPTED
    ============
    Then I went to chat for the bonus and spins and thats when I got the proverbial wrench thrown into the matter

    Frank: Hi Lisa
    Lisa: Hi Frank
    Frank: I am suppose to get a 100% bonus and 40 spins on something
    Frank: I just deposited $25
    Lisa: One moment please
    Frank: ty
    Frank: bonus is in what game r the spins on?
    Lisa: Thank you for holding, your account has been credited with the bonus of $25.
    Lisa: One moment please while the free spins are credited. I am currently holding on the line with our Promotions Department. Won't be much longer
    Frank: ok ty
    Lisa: Thank you for holding, you have been awarded 20 free spins on the slot game Cashanova. (not 40 free spins)
    Frank: hold 1 min
    Frank: Receive 40 FREE SPINS on the week’s terrific slot EVERY TUESDAY for 52 weeks!
    Frank: thats the promo the email states
    Frank: I already inquired and was told it was the 40
    Lisa: You were informed that you will be receiving Free Spins after you make you first deposit. Nowhere in that
    email did it state you would be receiving 40 Free spins.
    Lisa: The Terrific Tuesday Special is awarded to players every Tuesday if they qualify for it.
    Lisa: To qualify, you are required to maintain a minimum deposit of $100 each week
    Frank: hold 1 min please
    Lisa: This is calculated each week from Tuesday to the following Monday
    Frank: · First deposit bonus is a 100% match on your deposit up to $150; · Second deposit bonus is a 30% match on your deposit up to $750; and · Third deposit bonus is a 50% match on your deposit up to $210. · There are also free spins which will be awarded for 52 weeks should the Terms and Conditions for this be met.
    These generous bonuses should ensure that you have the pleasure of enjoying the casino to the fullest with a combination of over 350 classic games, Tournaments and thrilling new video slots to choose from..we bring the magnificence of true Las Vegas style entertainment right to your fingertips. I'll tell you what, as you see above, free spins are not offered
    until Terms and Conditions are met, but I will give you Free Spins once you make your first deposit with us! Simply contact me for this once off exclusive offer!
    Lisa: Where does it state 40 free spins?
    Frank: thats the email I got would you like me to forward it to you?
    Lisa: No
    Lisa: Did you read it?
    Frank: on the website the 52 week spins is 40
    Lisa: I will quote something " I'll tell you what, as you see above, free spins are not offered until Terms and Conditions are met, but I will give you Free Spins once you make your first deposit with us! "
    Frank: I'll tell you what, as you see above, free spins are not offered until Terms and Conditions are met, but I will give you Free Spins once you make your first deposit with us! Simply contact me for this once off exclusive offer!
    Frank: DID YOU READ IT?
    Lisa: Can you see that there are Terms and Conditions?
    Lisa: Yes that is why I asked if you read it
    Frank: I'll tell you what, as you see above, free spins are not offered until Terms and Conditions are met
    Frank: but I will give you Free Spins once you make your first deposit with us! Simply
    Lisa: Yes but you did not meet the terms and conditions. You only deposited $25 plus the spins are only awarded after you have deposited and claimed all 3 opening offer bonuses
    Frank: are you not reading what he said
    Lisa: Frank, you were just awarded 20 free spins on Cashanova
    Frank: but that was not the promo I was offered and I am tired of casinos saying one thing and doing another
    Lisa: You should not twist the words in the email. There are terms and conditions to be met.
    Lisa: It is clearly stated
    Frank: that email is very clear and I will be taking this matter to Ronesh
    Frank: and Rudy clearly stated he was bypassing those terms
    Frank: I am not going to argue with you I will simply take the appropriate action on this matter
    Lisa: I can also give you the link for the terms and conditions. Please read it so that you know how this promotion
    works. Rudy was generous enough to inform you that you will still be awarded free spins. We do not usually do that. However, you do not appreciate it.
    Frank: I know very well how the promo works and thats why I made sure I understood the email b4 funding
    Lisa: he did not advise you he was giving you the free spins as part of the Opening Offer. That is credited by an automated system by Casino management
    Frank: YES HE DID!
    Lisa: The free spins he was referring to you was that of the Promotions Department.
    Frank: you have a nice evening as I am done with this conversation for now
    Lisa: You are most welcome
    Lisa: Bye for now
    ============
    I seem to be seeing players posting across the net lately how this casino is playing with words in their promos
    and not honoring them as they should be so players beware!
     
  2. Nov 9, 2010
  3. aceking123

    aceking123 Ueber Meister CAG PABnononaccred MM

    Occupation:
    chippy
    Location:
    uk
    hi from what i can gather via reading your post it does not state that you will get 40 spins or 20 spins it says that after your first deposit they will give you some spins & reading your live chat script the agent does offer you 20 spins & this is a copy from your agent..............I'll tell you what, as you see above, free spins are not offered until Terms and Conditions are met, but I will give you Free Spins once you make your first deposit with us! Simply contact me for this once off exclusive offer! i dont see to where your getting these 40 free spins from ????? maybe you could show more mails to show this please as im reading it but realy dont understand to where the problem is with the promo offered .:confused:
     
  4. Nov 10, 2010
  5. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    The agent seems to be parroting a scripted reply rather than actually addressing the points being raised by the player. The player REPEATEDLY says where the idea of "40 spins" comes from, but the agent repeatedly brushes aside with replies such as "check the terms for this promotion" rather than the agent actually following up the mailer where "40 spins" is quoted and then trying to explain the situation to the player.

    It is no good agents continually telling players to "read the website", the reason the player is on chat is because there is a PROBLEM with what's "on the website/mailer" not being matched by their experience.

    If a player has to come to chat because they are not understanding how an offer works, the agent should NOT continually brush the issue aside by the patronising responses that "it is clear in the mailer" - which only implies to the aggrieved player that the agent is thinking:-

    "it's clear in the mailer, not my fault you are too stupid to understand it. I can't be arsed to explain - go read it again"
     
  6. Nov 15, 2010
  7. Stuff57

    Stuff57 Dormant account

    Occupation:
    Office Manager
    Location:
    cal
    Thank you for the input.
    My real problem with this whole thing was that there were several emails back and forth over the email BEFORE i funded to make sure it was saying what I thought it was saying.
    And where they never did actually say YES it is 40 spins they absolutely NEVER said it was not!
    And I clearly continued to refer to the 40 spins.
    In fact the support person corrected me on the game the spins would be on but for some reason did not see fit to correct me on the amount of the spins at the same time ??
    The email implies it is the promo 40 spins with the fact that the author of the email was referring to the promo free spins in making the offer therefore leading the reader to believe that was the spins to be given. And although there was a minimum of 5 conversations BEFORE the deposit I was not told the amount of free spins till the funds were in!
    This in my opinion is just blatant promotional fraud. And no I do not intend to ever put my money in that casino again if they can not be trusted on a matter of 20 spins how am I to trust them to send my winnings! This is a chance I am not willing to take.
     

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