Username: Laughnan (so don't ask for it as your first comment to buy you time)
I don't know what possessed me to try this casino again, but I received an email saying "new cashback option!" for this weekend, $30 after depositing and losing $25. God, I feel stupid. Laugh at me, people, because you should.
So I did everything right (and lost, go figure!) and then i went to live support.
This agent HENRY needs to be FIRED! The agents never know their own promotions and treat you like a child instead of a valued customer.
I asked him about the free chip as specified verbatim in an email from the casino, and he said Nope. Sorry. No cashback. Literally. "no. sorry." I then reiterated the exact same thing I had just stated about getting a special email with the promotion and suddenly Henry replies:
"Ok. $30" AFTER I request to speak to a manager, of course.
I see it in my promotions and I leave.
THIS IS THE WORSE, SHADY, IMMORAL, UNETHICAL PART:
IN BETWEEN ME LEAVING THE LIVE CHAT SESSION AND TABBING BACK TO THE CASINO CLIENT HENRY TOOK THE PROMOTION AWAY!!!
OUT OF SPITE? TO BE A PSYCHO? I have no idea. What is happening there is wrong and this casino NEEDS TO BE SHUT DOWN.
Now I believe every friggin story about people having promotions vanish or changed after agreeing on them with the casino or having them set forth in the cashier. This is so wrong... what is the recourse for a player when this happens? And how is this casino still able to exist?
I've learned my lesson.
I marched right back into that chat and told him this is wrong. Suddenly he adds the chip again to avoid me wringing his neck. How convenient.
This is the absolute worst I have ever seen as far as inept, unethical, immoral conduct by a casino... others have seen worse I'm sure but wow...
Playing at this casino WILL RUIN YOUR DAY!!!
Oh and as for that lovely $30 free chip... $1500 playthrough with a maximum cashout of... you guessed it... 30 friggin dollars.
I want Martin to respond to this issue, management, and take care of this staff problem. If your casino lasts another year.
No more false promises to people, you need to have your promotions team in sync with your live support agents. In no casino on earth should the customer be more knowledgeable about promotions than the guest service/marketing/support agent!!!
The only way you can solve this is to fire Henry for his unethical conduct. I guarantee you he is losing you valued business every day.
I plan to never return to this casino.