LimoPlay Casino - Misleading info on claiming Tuesday free spins

RESOLVED
Nodrog Australia
posted on August 30, 2016.

So I joined Limoplay and had been regularly depositing and playing there for a few weeks when I checked out the promotions page and discovered they have Tuesday free spins for depositing $20 or more and wagering it. The promo page very clearly states in numbered order the process to follow to claim the spins which I've cut pasted directly from their site:

FREE SPINS TUESDAY

Every Tuesday is your chance to spin and win because we’re offering our players 25 FREE Spins on the games FruitZen and Bomanji by just following these simple instructions:

1.Make a deposit of at least $/€/£20 or 1,500 RUB or 0.2 BTC.

2. Wager at least the same amount.

3. That’s it! You have just earned 25 FREE Spins on the games FruitZen and Bomanji which you can claim after contacting us here.


Every Tuesday LimoPlay Casino is going to let you spin in luxury, so hop on in and go for the win!
Click Here for the Promotion’s Terms & Conditions

So I follow said instructions of depositing, then wagering, then I contact support as listed as the third thing to do to claim the spins. Now, I'm not quite sure how to explain what happened next as I am stiil speechless so I will cut/paste my conversation with support so as you are able to see for yourselves:

Operator: Support Service
21:07 Your Question:
21:07 Please wait and one of our operators will be with you shortly.
21:07 LimoPlay - Chat: Hello, thank you for playing at our casino! How could I help you? Hallo! Danke, dass Sie in unserem Casino spielen! Was können wir für Sie tun? Здравствуйте, чем мы можем Вам помочь?
21:07 You are now chatting with LimoPlay - Chat
21:08 Aaron Lilley: Hi, I just wanted to claim the Tuesday free spins bonus okease
21:08 Aaron Lilley: *please
21:08 LimoPlay - Chat: Please, wait a moment I'll check it.
21:09 Aaron Lilley: no problem
21:13 LimoPlay - Chat: Sorry, we can't add you this bonus
21:13 LimoPlay - Chat: because Account has insufficient funds.
21:14 LimoPlay - Chat: You lost your money
21:14 Aaron Lilley: I thought I had to deposit and wager the money as it says in the promo?
21:15 Aaron Lilley: Make a deposit of at least $/€/£20 or 1,500 RUB or 0.2 BTC.
Wager at least the same amount.
That’s it! You have just earned 25 FREE Spins on the games FruitZen and Bomanji which you can claim after contacting us here.
21:15 LimoPlay - Chat: But bonus wasn't added
21:15 Aaron Lilley: that's all it says
21:15 LimoPlay - Chat: You can see it in bonus history
21:16 Aaron Lilley: what bonus?
21:16 LimoPlay - Chat: You make deposit and need to contact support
21:16 Aaron Lilley: but it says you need to wager it first
21:16 LimoPlay - Chat: than we can add bonus manually
21:17 LimoPlay - Chat: Yes, but when bonus is added
21:19 Aaron Lilley: I'm sorry, I do not understand what bonus you are speaking of? The promo says deposit $20, wager it, contact support to get free spins. What bonus are you talking about?
21:20 LimoPlay - Chat: We say about freespins Thuesday
21:21 LimoPlay - Chat: Before you wager, you need to contact support
21:22 LimoPlay - Chat: We add you bonus and than you play and make wager
21:23 Aaron Lilley: ok. but it does not say this anywhere in the promotion, it says to contact you after it has been wagered
21:24 LimoPlay - Chat: Can you send a link where it is written
21:24 LimoPlay - Chat: please
21:25 Aaron Lilley: https:­//w­ww.l­im­opl­ay.c­om­/pr­omo­tio­ns/­fre­e-s­pin­s-t­uesday
21:26 LimoPlay - Chat: But here it isn't written that you need to wager and than get a bonus
21:27 Aaron Lilley: yes, it says 1. Make a deposit of at least $/€/£20 or 1,500 RUB or 0.2 BTC.
2. Wager at least the same amount.
3. That’s it! You have just earned 25 FREE Spins on the games FruitZen and Bomanji which you can claim after contacting us here.
21:28 Aaron Lilley: number 2 says wager the amount, number 3 says contact you to claim spins
21:28 LimoPlay - Chat: Before you wager, you need to contact support, we add you bonus and than you play and make wager
21:29 Aaron Lilley: it doesn't say that mate.
21:29 Aaron Lilley: 2 comes before 3
21:29 Aaron Lilley: it lists what to do in numerical order
21:29 Aaron Lilley: 1, 2 then 3
21:29 LimoPlay - Chat: Wager at least the same amount it means 50x
21:30 LimoPlay - Chat: as for all bonuses
21:30 LimoPlay - Chat: it does'nt mean that you need to wager
21:31 Aaron Lilley: so to get the free spins you need to deposit 20 bucks, wager it 50 times, then claim spins?
21:32 LimoPlay - Chat: You make deposit, contact support , we add bonus and you can play your freespins
21:32 Aaron Lilley: ok, maybe the promo should say that
21:33 Aaron Lilley: can you not see where it says number 2 wager that amount and then number 3 that's it, contact support to claim spins?
21:34 LimoPlay - Chat: And after you get bonus, you make wager conditions
21:34 Aaron Lilley: no human being would think that you need to do number 3 before number 2
21:37 LimoPlay - Chat: Do you have any questions?
21:38 Aaron Lilley: Yes, please don't take offence but I'm not sure you are understanding the point I am trying to make
21:39 Aaron Lilley: your promo lists, in order, what steps to take to get free spins
21:39 Aaron Lilley: it very clearly at number 3 says to contact support to claim the spins, however,
21:39 LimoPlay - Chat: It isn't steps
21:40 Aaron Lilley: this is AFTER number 2
21:40 LimoPlay - Chat: There is just information
21:40 Aaron Lilley: listed in order 1, 2 ,3
21:46 LimoPlay - Chat: Do you have any questions
21:47 LimoPlay - Chat: We send your request to development department


So as you can see, we are clearly debating the merits of a casino giving a numbered list , 1,2,3, of instructions on how to claim a promo, and then not being able to comprehend the logic behind counting, which I wiuld have thought was fairly imperative for a casino.

posted on September 3, 2016.

Hello Aaron!

Please, forgive us for such awful mistake. Cs of course misinformed you...

I will make sure this will not happen again.

I have credited compensation in your account, and hope we can mark this complaint as solved.

Br,

Limoplay team

Nodrog Australia
posted on September 3, 2016.

Thank you Br for the generous compensation. I figured something was pretty wrong with what I was being told. It's good to see a casino that can actually admit a mistake and apologize, a pleasant surprise indeed.

Ask gamblers complaint is solved, thanks for your help.

AskGamblers
posted on September 3, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.