Drake Casino - Fake free spins prohibiting me from getting correct free spin bonus

RESOLVED
Dede Brunelle United States
posted on December 31, 2015.

This occurred at Drake Casino under the account ID of DLHSTAR3.
Last Monday evening 12/21 at 10:30 pm I redeemed code MON50 where you deposit $50 and get 100 free spins. Everything went fine, pop up came up and I accepted the 100 free spins. Upon trying to redeem the free spins a set of faulty 110 free spins that were manually entered the week prior because of another issue came up instead. Now I knew that I would not be credited for any winnings pertaining to the 110 fake free spins I continued to play them in hopes that the correct 100 free spins would come up. After 2 hours of playing these fake 110 free spins maybe 15 rounds of them I gave up and emailed customer service. I was responded to 2 days later only to be told that the issue was resolved when I was credited however that was a separate issue and had nothing to do with the 100 free spins. Clearly my detailed message was not read. The following day I was emailed by Kyle who said he was a CS Manager telling me he uploaded another 100 free spins which in fact he did, I got the pop up accepting the free spins but once again when I went in to try and play them those faulty 110 free spins that wont go away keep coming back up over and over so again I email Drake Casino and am told that they are aware of the situation to be patient and will be emailed when resolved. So Monday a whole week later I email again and this time and emailed back by Brian another CS Manager again being told that this was resolved when I was giving the credit, again he didn't read my complaint either because that was not what I was emailing about. I even suggested giving me 100 free spins in a different game that was not part of the original free games since those 110 free spins wont go away and his response was he didn't know why I felt I was entitled to free spins on a different game. Which he is correct I am not but I am however entitled to 100 free spins as part of THEIR promotion of which they have not lived up to because of a issue on THEIR end not mine. It has been now 3 days since I replied to Brians email and only response I have received is from Jenny saying they were passing my email onto a manager and they would respond at their earliest convenience and as of yet I have gotten no response. I just want my 100 free spins of which they credit immediately to my account and want those dreadful 110 free spins removed from my account so this doesn't happen in the future. I don't feel as though I am asking a lot here.. Just want what they advertise and promote.. Thank you

AskGamblers
posted on January 4, 2016.

Dear @fb_10­306­528­536­34707,

Any update regarding your complaint? Thank you.

posted on January 4, 2016.

Hi DLHSTAR3,
We are sorry to hear that you are still having issues with the free spins. We certainly have been having some technical errors with this particular promotion. We currently have our tech department investigating this issue. As soon as we have this figured out we will make sure that you get a set of free spins that are working properly.
Best regards,
Drake Casino

Dede Brunelle United States
posted on January 4, 2016.

It has been two weeks. Why cant the bogus free spin code be deleted from my account. I cant even play any of the games regularly because of the bogus 110 free spins.

posted on January 5, 2016.

Hello dlhstar3,

Our technical team is still working with the game developer to see why there is the issue on Rook’s Revenge. It seems something is caching in the system. As this issue is affecting only one or two of the games, there are many games that can be played which do not have such an issue. While we are in the process of fixing the problem for you, we suggest you play the alternate games from the large selection that we offer in the meantime.

Please let us know if we can help you in any other way.

Sincerely,

Brian
Drake Casino Customer Service Manager

Dede Brunelle United States
posted on January 5, 2016.

I was actually able to finally play the free spins yesterday and they worked fine so I would say this complaint has been resolved, not sure if by Drake or just on its on; however now I am getting 100 free spins that don't do anything so I still can't play any of the games associated with the free spins which is fine just wanted to make you aware that there is still an issue. Thank you.

posted on January 5, 2016.

It is great news to hear that the spins worked for you. We have been working with our tech department to get this fixed and is nice to know that at least that piece of the puzzle is resolved. The tech department is still currently looking into the other issue. Hopefully, this is also resolved soon.

Best,

Kyle

Dede Brunelle United States
posted on January 5, 2016.

AskGamblers please close this complaint as resolved. Thanks for your help!

AskGamblers
posted on January 6, 2016.

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