I got an email from [email protected] offering a $30 chip to upgrade my information to include a mobile phone. It said the code would be sent to my mobile once I updated.
I updated, and then thought since I had received a chip from a crewpon bonus last, I would need to make a deposit before cashing this in, so I deposited $10 (without redeeming any other bonus). Note that I have been depositing regularly to this casino over the past few weeks, deposits ranging from $10 to $50, some using bonuses, some not. I have made no withdrawals.
I then made the upgrade, but unfortunately made a typo, but the screen said I could edit the number, which I did, to the correct number. I sent it through, but no coupon code was sent to my mobile.
I went to live help, where I explained about the error and asked if it could be fixed. I was told I could not request the bonus because I had just made a deposit. I explained I would be happy to come back later once I played out the $10, just wanted to make sure if I came back later I could arrange to have the error fixed and get the bonus.
The response I got from Sean, the live help operator, was that they were not offering bonuses for phone numbers.
I said I had gotten an email and would be happy to send it to him. He asked me what address the email was from, and when I told him, he said it was not their email.
I suggested he pass the information on as then someone was using their email, but he caught an attitude and pretty much said they would do nothing about it.
I went back to my email and did a search for any emails from that address. I found quite a few. They were all promotion emails from Silver Oak, using their graphics. Not only that, but some of them had been promotions I had used successfully with no problem. So it seems it is their email. Perhaps it was one used just for advertising and promotions, but it seems that it is very valid.
I went back to live help, got Sean and explained this to him. I asked for an email contact I could write to and forward these emails to check it out further. He ignored these requests and kept telling me it was not their email. Finally he said he'd be the one getting the email.
I went back to my email, and clicked on "reply" and then it showed the following email address: [email protected]
I replied to that email asking that someone from the casino contact me about the offer as I was having difficulties. the email went through.
I then went back to my account to use the $10, and got a message that my account was closed by administration.
I tried to log out and log back in, and then was able to play, and it didn't show it was closed.
However, even if they did that temporarily, that was terribly rude. I was at no time rude to them. I am sure, based on the previous emails I got from that address, the offers that were in them, and the subsequent successful completion of the offers, that the email I got was valid. Since I had just gotten it that evening, they might not have known about it yet.
As I said, I have played a lot of money into the casino recently, and have made deposits both with and without bonuses. I even made a $10 deposit to make sure I didn't get 2 free chips in a row.
In fact, the one I had just gotten before this incident was from their Crewpon bonus, which not only had required a minimum $50 deposit, but was one I found out about and answered to FROM THIS SAME EMAIL AS THE MOBILE PHONE ONE. So it must be valid.
I feel I have earned this bonus as I have put in a lot of money, and they offered it, and they way they are handling this is horrible. They have lost a customer. Big time.
I was hoping you can help since at least I feel I should be able to fix the typo and then get this bonus. And I'd like an apology from them for the way I was treated. I have dealt with their live help before with no problems.
I'd be happy to forward the email in question, as well as the other ones I've gotten, all seemingly, and some proven, valid to anyone wanting to see them.