Trada Casino - Bonus not credited due to mysterious system failure?

RESOLVED
Tyson Kollosche Australia
posted on March 9, 2016.

So last week trada promotion was if you deposit between these days using the code . 24 hrs after promotion ends mystery bonus will credit betweens $25 and $250 . played there both days and spent around $1500 and this promotion was up both days. So waited no credits add so I have gone to chat and spoke supervisor I was told they were upgradings and lanching new Mobil site and that there was a system error's and its an old promotion . then I was told these things happen and you won't be getting nothing for the 20 deposits made last week. Gave me 50 free spins value of $10 total . so I lose twice not only no mystery bonus also no bonus when I was depositing last week... I believe I should be credited $240 I don't understand how its my fault and the way I been treat in this matter . (these things happen) is not a reasonable answers in my book.

posted on March 11, 2016.

Hi T,

First of all I would like to apologise for the bad experience you had in this regard. I would like to explain the back story of how we got here, for the sake of other readers.

Last week TradaCasino launched the new mobile product. When we initially pushed this into the live environment the system called on a batch of old promotions pages rather than the current ones. This glitch was spotted within an hour and rectified, however I believe you continued to see the 'Mystery Bonus' promotion (which was active last year).

You spoke to our agent Nikki regarding the problem on live chat.

Nikki tried to explain the events that led to you viewing an old promotion, and offered 50 free spins on King of Slots as an apology for the confusion, which you told her you accepted.

After you played those free spins, you expressed that you were still unhappy with the resolution. After this, Nikki added another 50 free spins on King of Slots (0.25 value per spin) bringing the total compensation value up to $25 which equals the value of the minimum prize in the Mystery Bonus promotion from last year. However, I see that batch of spins still hasn't been used.

The promotion states "To unlock your prize, simply deposit £/€/$100 or more in one transaction", however there is no single transaction of that value on your account, therefore you wouldn't have met requirements to qualify for the promotion anyway.

I understand that this is frustrating, and we accept full responsibility for the glitch. We have added a bonus chip of $25 to your account by way of compensation, and your second batch of 50 free spins still sits in your account. I hope this resolves the issue for you,

Kind Regards,

Rachel.

posted on March 13, 2016.

Hi AskGamblers,

I believe this issue is resolved, can we close it off?

Thanks,

Rachel.

AskGamblers
posted on March 14, 2016.

Dear @fb_580837362076885,

Are you satisfied with casino response and actions, can we close this complaint? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved and closed.

Trada Casino complaints

  • 3 of 3 resolved
  • 1 day avg response
  • 6 days avg complaint life
  • 498 USD avg amount

Have trouble with Trada Casino?