This is what I call professional and responsible Customer Support.
Keep up the good work!
Removal of bonus with no pop up warning at LesACasino
I was playing with bonus and cash and had accrued over £3000 when I made the mistake of attempting a partial withdrawal. I reversed this immediately when i realised by doing so I had lost the bonus element of my winnings. The bonus did not reappear. At no time did I receive a warning via pop up that i would lose the bonus. When I contacted the casino they said I had received a pop up but I did not. They subsequently provided a good will 250 bonus and a gift.
I asked them to provide proof but simply got a message saying they agreed with previous answers given.
I of course would not have withdrawn the funds had I known the bonus would be lost.
When players accept a bonus they receive a pop up.
This pop-up includes the terms and conditions for the bonus offered giving the players a choice to accept or decline.
This is an automatic function in the client.
Furthermore, as you mentioned, you were given an additional bonus after the withdrawal request for any inconvenience this might have caused you.
Going forward, we are taking steps to implement a warning pop up upon withdrawal in the near future to improve costumer service and avoid these situations all together.
Whilst I'm glad you are changing your protocols to notify customers that they will lose bonus funds if they withdraw, had that facility been available to me, I would still have in excess of £3000 in my account. To me, your change in procedure shows that you believe you were in the wrong and that my complaint is valid and has been upheld. As such, I would expect that my bonus amount and playthrough be reinstated at the point of withdrawl.
I'll happily accept the sum less the £250 bonus good will gesture you credited to my account... what I failed to mention publically is that it came with a play through of x100!!! Practically impossible to reclaim any of my previous winnings. Might as well play 'for fun'.
Oh, and by the way. I tried to play for fun but when I entered my account details it said not recognised. On several occasions. Why?
Funnily enough, when I entered the same details to play 'for real' it accepted my log on details no problem.
At LesACasino.com we take player concerns seriously and appreciate any and all feedback received.
To that end we are glad to advise that we took this issue under further consideration and are pleased to say that we have now resolved the issue with the player.
Pelawp, please can you confirm that you solved this issue with casino?
Thank you, this is now resolved.
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