Honestly, I think they really just need to revert to a simple cashback on losses.
My deposit history is that I deposited for the SUB (which doesn't count) and a further bonus free $25 a few days ago.
My promotion shows:
1st visit = not qualified
2nd visit = not qualified
3rd visit = not qualified
4th visit = current visit
5th = awaiting visit
So, it seems that if you log in to the casino and do not deposit, it still counts as a visit. How silly is that? I logged in to check for new games and logged out again, and wasted a "visit" doing so....
AND when I actually DID deposit and lose, it didn't even register
Whoever creates these promotions needs to run them through and think about how it actually works for players before implementation.
It really is a dog's breakfast. Sorry.
STILL wrong.
Even if a visit is triggered by logging on for that day, the visit should cover ALL the individual sessions that same day, so your later login where you lost should have counted as part of that same visit.
The rep defines a visit as "total PLAYING session", so surely a visit should only start counting if a bet is placed.
If logging in to find that YESTERDAY's visit hasn't been calculated correctly ensures that TODAY's visit also gets screwed up, then we have a situation where players simply cannot afford to be patient with CS whilst an issue is looked into, as the system REQUIRES that CS resolve issues relating to a prior visit during the 24 hour period triggered for the current visit. This is a recipe for CS to be on the receiving end of impatience, possibly escalating into rudeness and threats as the clock ticks down to midnight and the issue has still not been resolved.
The attitude shown so far by the casino is that if an issue isn't resolved quickly, and the player wastes a visit or two because they have been patient with CS and the rep, it is tough luck on the player, they should have been more assertive in forcing a resolution at the time.
This seems to be what has happened in these cases where players log on to find they are "stuck" on the second visit, even when it should be their third, and the bonus due for the second visit has not turned up. Instead of playing, they have logged out again and tried to get the issue resolved through CS. After a number of days of this, logging in, finding CS have still not fixed the issue, and logging out again, CS suddenly fix the issue, but this means that instead of being stuck on their second visit, they have suddenly used all 5 visits and not qualified for even one of them.
The rep DEFENDS this, and says these players didn't get a bonus because they didn't qualify under the rules, and should consider themselves lucky if they got a £10 free chip manually credited for the inconvenience.
It is the software at fault, it isn't presenting the correct information to players at the interface, even though behind the scenes it may well be doing the calculations correctly.
The whole thing looks like a PR disaster for the casino, caused mainly by their desire to over complicate what is fundamentally a very simple promotional concept, a cashback on net losses.