Lucky247 Casino - Bonus not given, horrible service

RESOLVED
clonmel44 Australia
posted on October 29, 2015.

hi there,

customer support officer (Timmy) is where I take issue, what a disgraceful host both rude and unprofessional, never have i encounter his utter smart alec answers but to top it off the lies please see attached transcript, sorry about my spelling in the transcript i was very annoyed and typing tends to suffer, i was continuously chat ended every time i got through to them cut off over 12 times im hoping something can happen in regards to this

thank you

please see below transcript best i could do

You are now chatting with Timmy
Timmy: Welcome to Lucky247 Casino! How may I assist you?
Me: hi ya Timmy sorry about that i got cut off
Timmy: That's fine
Me: i recieved an email saying i had won 10 free spins on briddesmaids yay thank you but im not sure how to access them? :)
Me: user name: clonmel44 if that helps
Timmy: One moment please
Me: sure
Timmy: I have reviewed your account and unfortunately there are no free spins or bonus' available to you at the moment I'm afraid. We do however have a deposit bonus available, so if you deposit 50 you will receive 50% in bonus' up to 200!
Me: i have the email i just recieved from you guys a?
Me: how is that possible?
Me:

User: clonmel44

Dear Anthea,

Congrats on getting 10 spins on Bridemaids Online Slots!


Offering you the ultimate in online and mobile entertainment, Lucky247 is where you need to be!

The luck is always on your side with us. And that's why we have given you this fabulous 10 spins on the house on the latest and hottest game, Bridesmaids Online Slot!

With non-stop entertainment anywhere and anytime you desire, there is no reason why you would want to be anywhere else!

So come experience that lucky feeling the only way you know how, come experience Lucky247 today!

Click Here


Happy gaming.


Sean & the Lucky247 Team.
pc downloadmobile download



Me: theres the email Timmy could i have my spins please
Timmy: Not sure, normally people get 10 free spins if they have spent more than $300 in a month
Me: maybe its my lucky day lol
Timmy: There isn't anything on your account at the moment though
Me: i recieved this email timmy just now
Timmy: Thjat email might have been sent by mistake. i will excalate it to make sure that you are on the correct mailing list
Me: im sorry i know its niot your fault but its very frustrating
Timmy: I understand the frustration with regards to receiving a spam mail, we do apologise. However we can't grant you the free spins
Me: could i be put through to sean then as on principle of my wasting my time and yours inmm annoyed now and feel there spins should be added as promised
Me: its not spam its from you guys
Me: the onle i allow to come to me email address
Me: Lucky247 Unsubscribe
2:30 PM (1 hour ago)

to me
This message contains graphics. If you do not see the graphics, click here to view.

User: clonmel44

Dear Anthea,

Congrats on getting 10 spins on Bridemaids Online Slots!


Offering you the ultimate in online and mobile entertainment, Lucky247 is where you need to be!

The luck is always on your side with us. And that's why we have given you this fabulous 10 spins on the house on the latest and hottest game, Bridesmaids Online Slot!

With non-stop entertainment anywhere and anytime you desire, there is no reason why you would want to be anywhere else!

So come experience that lucky feeling the only way you know how, come experience Lucky247 today!

Click Here


Happy gaming.


Sean & the Lucky247 Team.
pc downloadmobile download







Click here to Reply or Forward
Me: please understand
Me: this is the team email
Me: not spam
Me: im sure you dont need this nor i but im hoping ypou can help
Timmy: I understand but you won't be getting any free spins based on a spam email unfortunately. We do have a deposit bonus day that you can take advantage of.
Me: did you look at the email!!!
Me: its not spam and not an affiliate!!!!
Me: i willl be depositing at some stage but im reaally wanting lucky 247 to keep to what was promised
Me: i know my spam email
Timmy: There is currently nothing available to you...
Me: [email protected]
to: that is your email address right
Timmy: And you will not be getting free spins etc.
Timmy: Is there anything further I can assist you with?
Me: [email protected]>
reply-to: [email protected]
to: [email protected]
date: Thu, Oct 29, 2015 at 2:30 PM
subject: Do not miss out on your 10 Spins and much more
mailed-by: bounce.re­gis.mk­t59­20.com
signed-by: lucky247.com
unsubscribe: Unsubscribe from this sender
: Important mainly because of the people in the conversation.
Me: yI d like to speak to Sean in customer service
Me: you have been great its just so wrong
Me: please dont say you understand
Me: this is not my mistake
Me: are there email addresses correct?
Timmy: I have escalated the query already. They will review your account and remove you from the inccorect mailing list and put you into the correct one. This can happen from time to time and we do our best to stay on top of it. However we can't grant free spins based on a email. We have to go according to the customers account
Me: are the email addresses correct for lucky 247 as i provided, if not may i have the correct ones as you said
Me: ive checked and the link is correct
Me: doesnt matter ill just have the correct email addres then
Me: see my typing when im annoyed lol its terrible
Timmy: Yes they are but that doesn't mean that it isn't spam. I can send an email from any email account, these fraudsters are really good nowadays
Timmy: Mine hasn't been the best either so no need to worry
Me: No i now think your not being very professional with me and are perhaps toying with me?
Timmy: I will ask them to email you once they have correctly added you to the correct mailing list
Me: may i have a copy of the transcript?
Me: sent via email
Timmy: Thanks for using Lucky247 Live Help! We promote Responsible Gambling.
Thank you for using our live chat service. Your current chat session has now ended

SESSION 2 - MELANIE WAS NICE BUT KEPT ME HANGING IN THE END

You are now chatting with Melanie
Melanie: Welcome to Lucky247 Casino! How may I assist you?
Me: Hi Melanie, sorry but i was rudly cut off if your willing to help me thats great?
Melanie: yes how may i assist you
Me: Timmy would not provide a copy of our last transcript?
Melanie: and how can i help you
Me: thank you look sorry its easier to just look at that iuf you dont mind :)
Me: sorry my typings terrible when im annoyed lol
Melanie: i cannot locate that right now please advise of your query :)
Me: thanks its in regards to an email i recieved which is not spam where i recieved 10 free spins from you guys
Melanie: Please confirm your Username so that I can have a look for you :)
Me: i have been polite and on principal i would like what was promised or to speak to Sean
Me: yes user name clonmel44
Melanie: Hang tight; I’ll check your account details right now!
Me: thanks again Melaine, im sure you understand my frustraltion as this was not my mistake and Timmy has left me very annoyed
Me: aww thank you again :)
Me: sorry you had to come into this
Me: im really not a horrible person
Melanie: i am afraid that the spins has already been received by you?
Me: lol
Melanie: sure i understand
Me: ive had great dealings usually
Me: but i only recieved it to day?
Me: And Timmy said they were spam so now which is it/
Melanie: today? i will check with marketing, however usually that offer can only be claimed once
Me: are they spam emails (and i know they are not) or have i recieved spam spins
Melanie: it has been used my dear that i am 100% sure off
Me: well how is it possible as i only recived it today
Melanie: im not sure why it has been resent which is why i mentioned i will check that for you
Melanie: marketing , i will escalate this issue to them
Me: there is a log today of them being spun? by someone
Me: as i can promise i did not spin today
Me: thank you
Melanie: yes sure, i can see that you have not played today, i will check with the team, i am sorry about that though hey
Me: thank you hopefully the team will allow you to add the spins if i win ill give you half lol
Me: if its a big one lol

SESSION 3 BEARING IN MIND HE IS BLOCKING ME

immy: Welcome to Lucky247 Casino! How may I assist you?
Me: hi Timmy could you send me a copy of the transcript prior to rudely ending our chat? user clonmel44 thank you to [email protected]
Timmy: I apologise about the chat ending
Timmy: My internet went down and so i asked my colleague Melanie to speak to you in the mean time
Timmy: May I ask what you need the transcript for?
Me: as an inconvience and the lies about spam email im hoping lucky247 can offer me spins on another game perhaps as this is just ridiculous now
Timmy: We still can't grant you the spins based on the fact that there are no free spins available to you on your account
Me: yes of course i will be making a report if that suits unfortunately the level of rudeness and unprofessionalism is something i was not prepared for
Timmy: If you want freebies you will need to deposit. We have a bonus deposit day available today
Me: thats why i would like a transcript
Me: oh wow timmy freebies???
Me: thety were sent by 247
Timmy: In casino language we call bonus' and free spins freebies.
Me: any way pelase email a the chat and ill wait so i have confirmation
Me: right please sernd that now you may use casino language to do so and ill get a translater
Timmy: Is there anything further I can assist you with?
Me: yes please email to mcnamara.anthea and im waiting for you to send it and recieve it before i leave this chat
Me: in email language thats flick it forward
Me: ill wait thank you
Timmy: OK I have sent the transcript of our conversation earlier on about the email you received and the bonus you were denied
Timmy: The email will only arrive at 1:30pm +2hr GMT time
Me: ill wait tomake sure you sent it to right address as not there
Me: no it wont you sent it now
Me: please dont lie again
Timmy: It will arrive at 12:30am Australian time
Me: right as for now then ill just keep a copy and pasted version to use with this as i have been?
Timmy: What exactly is the point of you wanting to save the transcript. You going to get someone into trouble, possibly fired because you couldn't get free spins?
Me: and are you going to seriously be as rude and unprofessional to other peoplae as you have been to me, as i said this is all about principal now Timmy and your utter rudeness
Me: you cannot say that you have not been rude
Timmy: 10 free spins are equivalent to $4
Me: im not sure timmy?
Me: if you would like to add $4 i accept
Me: in casino talk thats $4 freebies
Me: those snidy comments were unessasary
Timmy: No, unfortunately I won't be adding any money or any free spins.
Me: That you fed me lies about how good fraudsters were only to have melaine tell me the truth
Me: and just your internet went down did it?
Timmy: I was just merely pointing out how much the free spins are worth and the length you are willing to go to get someone into trouble...
Timmy: This chat will be closed as you haven’t responded to my last chat. Got other questions? Click Live Help anytime!
Timmy: Thanks for using Lucky247 Live Help! We promote Responsible Gambling.
Thank you for using our live chat service. Your current chat session has now ended

THEN THIS IS ALL I WOULD SEE 12 TIMES

Thank you for using our live chat service. Your current chat session has now ended


IM HOPING YOU CAN HELP THANK YOU

[email protected]






Thank you for your swift reply
I'm embarrassed that a company would not of made good on a promise and it has come to me being cut off every time I have tried to speak to some one in the department

posted on November 2, 2015.

Hi Anthea,


Thank you for your post!

Firstly, please accept our most humble apologies regarding your most recent experiences with us.
It is not the sort of experience we wish upon any of our players.

Secondly with regards to the offer, this was an expired offer and as such, would not and should not have been available to any players. Our policy has always been that in the event that an offer was expired, if you received it, (which you clearly outlined to the agents you made contact with) then we the casino should honour it and subsequently deal with the marketing team who sent the email erroneously and not make you the player pay for that mistake. This is just how awesome customer service is conducted!

With reference to the offer being honoured, we did note that one of our agents responded to you in an email on 30th October crediting this to you :)

Shortly after this email, one of our management staff will make contact with you.

Thanks again for bringing this to our attention, this will aid tremendously towards improving our customer service here at Lucky247 Casino.

Warm regards,
Lucky247 Casino Support

AskGamblers
posted on November 5, 2015.

Dear @clonmel44,

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

clonmel44 Australia
posted on November 9, 2015.

Hi there,

Problem was resolved with original bonus and some extra's given.

Lucky 247 were very apologetic about the employees behaviour and i am content.

Thank you to them and thanks to Ask gamblers site for their help and the opportunity

AskGamblers
posted on November 9, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.