Begado Casino - Terrible customer treatment :(

RESOLVED
posted on April 6, 2014.

I am going to attach a couple short emails, bear with me.

1) Dear Steve,

Due to a management decision your account has been excluded from redeeming coupons.

Kind regards,

Benjamin Collins

Finance Department

2) Why?

3) Dear Steve,

The decision was made by management and unfortunately, I do not have further insight into this matter. The decision can be reviewed at a later date, but for now the exclusion remains.

However, this situation has many benefits for you. It means that your deposits are no longer tied to any requirements of bonuses, like restrictions of games or a playthrough. In your case any winnings that you make you can immediately submit a request to withdraw.

Thank you for being a valued customer and we look forward to a continued relationship.

Kind regards,

Benjamin Collins

Finance Department

4) I have deposited thousands with your casino Ben.

I have withdrawn very little relative to the amount I have put in.

I have always followed the rules of the coupon offers.

I am being penalized for something and I don't have any idea why.

I have referred several people to your site, some deposit far less than I and they still receive the benefit of your coupons. The only difference is that I have withdrawn some cash, most of them have not.

I have been loyal to you, it doesn't seem to go both ways.

I did not get a reply to my last email.

I always leave more than enough $ in my account o cover the playthrough amount.

After they approved my last withdrawal I was going to play the cash balance in my account and the comps I had built up.

Both balances had been removed from my account.

I have never had this happen with Club World Casinos and I am amazed it happened with Begado.

It takes almost a month to get your winnings from this casino and if you do win, they blackball you.

I guess the bottom line is ... go ahead and play at Begado, just don't withdraw any winnings if you want to continue to be eligible for the promotions they advertise.

posted on April 8, 2014.

Hi,

I trust this message finds you well. The ability to receive bonuses and promotions is related to the activity on your account. Not all the promotions and bonuses are available for all players and this happens regularly in every casino.

Please send me your username so I can check into this.

Best regards

posted on April 9, 2014.

Begado asked for my username so they could check into the situation. I sent it but have heard nothing back.

posted on April 10, 2014.

Hi,

I trust this message finds you well. With your username I will be able to check with them. I'm the casino representative on this forum.

Without the username I wont be able to help.

Best regards

posted on April 10, 2014.

hobbs59

posted on April 10, 2014.

Hi Hobbs,

Ill check into it ASAP.

Have a nice day.

posted on April 10, 2014.

Hi Hobbs,

I took a look at the logs and what you mentioned is true... you did deposit in the casino several times for thousands. What you didn't take in consideration is that more than 70% of the amounts used to play came from some sort of bonuses redeemed in the account.

You didn't violate the terms and conditions but the quantity of bonuses redeemed is quite high and that's why the casino provisorily suspended the redemption of bonuses on your account.

Its important for you to understand that this is not permanent and you will be able to use more bonuses and promotions once the activity goes back to normal. Again, the comp points still there and of course wont be erased.

Please feel free to contact us at any time for further information.

Best regards

posted on April 12, 2014.

This is Begado's response to my issue with them .. my reply is below theirs.

"Hi Hobbs,

I took a look at the logs and what you mentioned is true... you did deposit in the casino several times for thousands. What you didn't take in consideration is that more than 70% of the amounts used to play came from some sort of bonuses redeemed in the account.

You didn't violate the terms and conditions but the quantity of bonuses redeemed is quite high and that's why the casino provisorily suspended the redemption of bonuses on your account.

Its important for you to understand that this is not permanent and you will be able to use more bonuses and promotions once the activity goes back to normal. Again, the comp points still there and of course wont be erased."

=======I say, seriously? I used too many bonuses and promotions? I can't get into your casino without being hit with a barrage of promotions. The more I deposit the bigger the

bonus. You do everything you can to entice the player to give you money then take the incentives away when the player wins and withdraws. The last time I tried to redeem the comp points I got a message saying my account was not eligible for that activity. You can spin this any way you want to, the bottom line is that you are more than happy to take money, but not give any away. So, go ahead and play at Begado casino all who read this, just don't win .. and if you do win, don't withdraw.

posted on April 13, 2014.

Hi Hobbs,

I understand what you mean but you need to understand that the casino wont keep offering promotions that will set your account at risk.

As mentioned before, more than 70% of the money used to play on your account, came from some sort of bonuses. Once the activity normalizes, you will be able to redeem new ones.

I believe this is not a problem for you, according to the previous activity and deposits.

Again, I confirmed with the brand managers and they let me know that this restriction is provisory and will be lifted once the activity goes back to normal.

I understand this is not the answer that you were looking for, but this is the situation.

Best regards

posted on April 14, 2014.

I wasn't looking for an answer, just sharing my experience.

Tried to redeem my comps, got this message.

"This account was excluded from this Promotion. Please call customer service

for more information on coupon availability."

posted on April 16, 2014.

Hi Hobbs,

This is a complaint and as the casino representative on the forum, I have to take care of it.

As mentioned on my previous messages, the situation is provisory and you will be able to redeem the comp points afterwards.

I understand you wanted to share your experience and I'm trying to help explaining why it happened. I believe you have a better perspective of the situation now.

Please feel free to contact me at any time for further assistance.

Happy Easter!

Clara

AskGamblers
posted on April 19, 2014.

 Dear Hobbs59,


Please inform us is this issue resolved. Can we close this complaint as solved? Thank you.


 

posted on April 23, 2014.

What I understand is that if you play and win at Begado, then have the audacity to withdraw, you lose the promotions that they offered to get your money in the first place. I recommend that if you want to play NuWorks slots you go to Buzzluck. I know I will never deposit a dime with Begado again, just out of principle.

posted on April 23, 2014.

HI Hobbs,

Ill take a look again to see if anything changed.

I understand you are disappointed with this measure. Will see if anything can be done.

Best regards,

posted on April 23, 2014.

Hi Hobbs,

I checked with the brand manager and the restrictions have been lifted.

You can verify this from your end.

Please feel free to contact me at any time.

Best regards