Rich Casino - Sending me false free play bonus

RESOLVED
posted on January 21, 2016.

Ok, I got an email from Rich casino today stating I had a 25.00 free chip waiting for me in my account, and to just click the banner and it would be credited. So I clicked it. And no bonus when I logged in. Then support chat messaged me and so I told them about it, and the rep then explained that it was a standard email...(whatever that means) and it goes out to everyone. Ok fine... it says in the email to click and you will have 25.00 bucks to play with. That is all, there is no verbage on a hidden catch or requirement to be able to use said bonus. I tried explaining this to the rep, half expecting that they would agree and want to make potential and current customers happy but no, they went into how I needed to activate my account, and to activate it, I just needed to make a deposit, which ok fine, and I know they need to make money, but to get me to falsey assume I would have a free chip to play with and get me to log in and then spend all that time about how I needed to make a deposit even though the email says nothing about it, is very very misleading and false pretense marketing. Rich Casino is well known online and if they want to make money you do not do business that way. Anyways thought I would take the time to report it as I feel it needs to be addressed and put out there. Thanks

There are attachments included of the email I received and the chat with support. Thank you.

HERE IS THE LIVE SUPPORT CHAT TRANSCRIPT.
LIVE CHAT
16:57
John
Hello
16:57
John
Welcome to Rich Casino
16:57
John
How are you?
16:57
John
I have a 500% bonus on your first deposit with all winnings cashable. Ready for that?
16:57
Eldonan85
I got this in my email today and I clicked where it said to, but I don't see the free chip in my balance
16:57
John
Thanks for contacting us! A support rep will be with you shortly.
16:57
Eldonan85
Your $25 Chip is ready and waiting for you to use! Pick up your chip today and play all of your favorite games! To receive your $25, simply click on the image above and log in. As soon as you do, your gift will be instantly credited and you can start winning! Check out our latest promotions and enjoy great prizes! Have fun!
16:57
Lewis
This is available
16:57
Lewis
Please activate your account for free cash bonuses
16:58
Lewis
to claim it
16:58
Eldonan85
Oh I thought I did activate it
16:58
Lewis
Not quite yet
16:58
Lewis
You can do so now
16:58
Eldonan85
How do I do that?
16:58
Eldonan85
I dont see anything that says I need to activate it?
16:59
Lewis
The deposit button
16:59
Lewis
Upper screen
17:00
Eldonan85
uhmm
17:00
Eldonan85
i clicked it
17:00
Eldonan85
it*
17:00
Lewis
Ok.
17:00
Eldonan85
Now what
17:00
Lewis
Select visa or mastercard
17:00
Eldonan85
all my info is there
17:00
Eldonan85
My card info is on here
17:00
Lewis
And fill out for the amount your wish to activate your account
17:00
Eldonan85
ohhhhhhh
17:00
Eldonan85
lol, there's the catch I was certain u would throw down on me
17:01
Eldonan85
So this email is a lie
17:01
Eldonan85
Then?
17:01
Lewis
Wait wait, there's no catch
17:01
Eldonan85
it says nothing about having to deposit
17:01
Lewis
The e-mail is a standard one. Unfortunately we are unable to send personalized e-mails to our 3000 effective players.
17:01
Lewis
Every player can claim the bonus according to his own level of play. In this case, the bonus will be available after your next upgrade.
17:01
Lewis
Just go for the min deposit
17:02
Eldonan85
No how about you honor the verbiage in your email that says I have 25 bucks free to play with... since your email got me to spend time and effort on this
17:02
17:03
Lewis
Since you have already played the maximum amount of free bonuses, this bonus will be unlocked after your first deposit, with a special 500% cashable bonus added to it.
17:03
Eldonan85
Oh, but see still, it says nothing about that in your email that says I have a free chip of 25.00
17:04
Lewis
The e-mail is standard
17:04
Lewis
That is why we have chat service
17:04
Eldonan85
Does not matter
17:04
Eldonan85
Thats ok
17:04
Lewis
To help each player individually
17:04
Lewis
it is , i know.
17:04
Eldonan85
Ill just head on over to ask gamblers
17:04
Eldonan85
They will get a hold of you
17:04
Eldonan85
Thanks for your time
17:04
Lewis
Very well
17:04
Lewis
my full name is Lewis Bartholomew Leroy
17:04
Eldonan85
Wow thats a long name lol
17:04
Lewis
You have top copy paste it
17:04
Eldonan85
Nothing against you Lewis
17:05
Eldonan85
You’re just doing your job
17:05
Lewis
None taken
17:05
Eldonan85
But this needs to be addressed
17:05
Lewis
i am only here to assist you
17:05
Lewis
Yes it does
17:05
Lewis
But puttin this aside
17:05
Eldonan85
This is considered false pretense marketing, which is not good
17:05
Lewis
if you wish to play for real any time soon
17:05
Lewis
you still qualify for the 500% cashable bonus
17:05
Lewis
no it's not false advertising and you know that
17:05
Eldonan85
I do?
17:05
Lewis
It’s the rules we both agreed to on terms and conditions
17:05
Eldonan85
Now you’re telling me what I know?
17:05
Lewis
5 free sign up bonuses
17:06
Lewis
Before first deposit
17:06
Eldonan85
c’mon now LB
17:06
Eldonan85
Where does it say that
17:06
Eldonan85
Sure doesn't in this email
17:06
Eldonan85
That got me to waste my time
17:06
Lewis
You may now activate an account, and for that you receive extra cash
17:06
Lewis
Or respectfully decline it
17:06
Eldonan85
No u get extra money with a required play through amount
17:06
Eldonan85
Which makes u not win
17:06
Lewis
We respect any decision you take
17:06
Eldonan85
Lol
17:06
Eldonan85
I hope so
17:07
Lewis
Then play without bonus
17:07
Eldonan85
Im not trying to be an ass
17:07
Lewis
i don't like wager either
17:07
Lewis
You can play your own deposit straight
17:07
Eldonan85
I just am miffed because I like your games and thought I had a free chip to play is all
17:07
Lewis
and cash out the second you are happy with your games
17:07
Lewis
i understand
17:07
Lewis
You still do, Chris
17:07
Lewis
You still do.
17:07
Eldonan85
Ya
17:07
Eldonan85
Well LB, if I may call you that
17:07
Lewis
Yes you may
17:08
Eldonan85
Im going to go have coffee and try not to feel shammed lol
17:08
Eldonan85
Thanks for the help

posted on January 22, 2016.

Dear AskGamblers,

Thank you for bringing this matter to our attention.

We would like to inform Christopher that although he received the e-mail regarding the free bonus, his account was not eligible to claim it. The bonus is available for customers with at least one successful deposit on their account.

The reasoning behind that is, a player with no deposits will not be able to withdraw winnings from the free chip. Therefore we encourage players to make their first deposit, and then claim the chip, so that winnings coming from it can be paid out.

This is all in the best interest of the customer, however since Chris just wants to try out the games, we have credited his account with the $25 free bonus.

Enjoy the games!

Kind regards,
The RichCasino Team

posted on January 22, 2016.

Thanks for the quick and proactive response to this Rich Casino... it is appreciated. Also thank you for the free chip.

I would like to mention that I did know that there are limitations for non depositor's and took that into account at the time of this incident. My issue was the email that was sent did not explain nor give any indication or a way even to check on limitations. It stated "Click the link in this email to enjoy your free spins" (with nothing that would make me think otherwise), which I think although maybe not intentional... is a bit deceptive... People like upfront and honest places to conduct business online. I would certainly be very more compelled to make a deposit to a place that I felt was honest and had no "hidden agenda's to get people to give out money". Which I know was not the intent, but it is the way it made me feel. Being in the customer service field my entire life, I feel I know a bit about what I am trying to convey here.

So maybe this helps your business... or not.

So all in all, Rich Casino got back to me within one day, and offered something to remedy the situation. And I do appreciate it, and am content with the end result.

I will use the 25 dollar free chip to enjoy your very cool games, and should it make me feel lucky, I will certainly become a faithful customer.

Thanks again,

Christopher Cole

AskGamblers
posted on January 23, 2016.

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