BetVoyager Casino - Software bugs, bonus troubles

RESOLVED
posted on July 24, 2015.

Hi!
I have complained about bugs in game which are shows too often and are resolved by snail steps. Also last bug what has happened during tournament on last wednesday was stop me to win 250 euros and all I was need to achieve that is 5-10 clicks with mouse.
Ok enough with introduction I will now write my problems step by step.
I was become member of BetVoyager casino about 2 months ago. My boyfriend was suggest me to join here because they have best roulette tables in his opinion and very good tournaments. So I was decided to try it. Now I can say they really have excellent games and are not rogue at all but such a many bugs in game or technical problems I wasn't experience on any other casino and I play for relaxing already 10 years.
First unpleasant thing was when they was blocked my account because of verification issues I was sent my documents but was stay blocked all week. Ok that was solved but do that need to take so long?
After that 2 to 3 times I was have bonus missing problems. Bonus wich I was won on tournaments was canceled to early in that cases because of tehnical problems. Ok that was also resolved positive but again need to take my nervs because was need to wait to much.

Last what was happened was for me like cold shower and it was 3 bugs in row in just 24 hours.
1. On turnament which was during wednesday I was disabled to read my bonus cupon because of tehnical bug( reading bonus usualy take no more than one minute) and because of that instead to won 3th place on tournament I was ranked on 6th, To explain better with bonus money or real money you can buy extra chips so with 100 euros of bonus wich I have I was able to gain 53000chips which was more than enought to win 3th place because player who was won that 3th place was having abouth 44 000 or 47 000 chips. So to resume instead 250 euros which was for sure my I was won only 60 euros.

2. Ok I was say bugs are happening what to do.
But next day when I was recive that 60 euros of real mony I was decide to withdrowal it and what happened? It happened that I was unable to transfer moy to my skrill account because it was written that I have 150 euros of free money and 0 of real money. But in same time my account balance was showing that I have 60 euros no any trace of that famouse 150 euros of free money and also I was having 100 euros of that bonus money but that code was still not acctive what lead us to 3th problem.

3. Today I was see that bonus was missing from my promotions but with terms and conditions was valuabled till 4th of nex mounths what was also writen on it in my promo section. To mention I was take screenshots of every of this issue on time so I have it and can post it here or sent it to betvoyager when ever is needed.

I was talk with support team trought internal messageing and trought skype and offcourse same as every time they can't help and need to sent it to concern department and when I hear that my head was become as a balon because when is go to concearn departmen I know will take days to be resolved.
Also support is not ansvering to my messages on skype and internal ones alread 24 hours. I was never unpolite in that messages.

On the end what I want?
First I don't want to say nothing bad against them as a casino generaly because they are not rogue and are basicly corect but if players need to expirience bugs so often it was stop to be relaxsation with nice games and tournaments and become some kind of torturing and losing nervs.
I think it will be fair to have some compesation if that thechnical problems stops players in to gain money like was in my case or if not that at least to resolved my problems faster because is 100% clear that was bug and is not fair that player need to wait so long without his or her fault.
Hope that will Betvoyager improve that tehnical part of casino because if will stay like this will noth be good for no one.

best regards

Mirela
p.s. sorry on my english and my account name on betvoyager is Mirelica89

posted on July 26, 2015.

Hi!
Just to update my issue.
In friday I was recive message from menagement that Department of Concern are dealing with my problem and sun as they end I will be informed.
Now is pass 40 hours without any update and as I tell worst for me is that waiting specialy when everything is very clear.

regards

posted on July 27, 2015.

Mirela,
We apologize for taking a while on this but we want to be sure we understand everything. There were a lot of issues that you mentioned and we are going through them one by one. We thank you for your patience and we will get back to you as soon as we can.

posted on July 27, 2015.

Dear BetVoyager team, my issue is half resolved.

Now my account was credited with mony but with one big mistake. my bonus was also credited on my account in same time as real mony so now I need to canceled it if I want to take 99 euros of real money from my account.
Please put my bonus on promotions section that I can activated him till 4th nex mounth on day at I will think is best to acctivate it and that I can witdrawl without canceling bonus what was my intention in first.
Whenthat will be done I will concider that this complaiment is closed.

regards

posted on July 27, 2015.

I ask that because my bonus was in promo codes section when was taken from account and wasn't activated what you can see in attachmant which I was sent to inportal support and if is need will provide to You here.

Please sorry on my english I type fast and are not fluent spooker.

refards

posted on July 28, 2015.

Thank you for your patience. We are working to solve this.

posted on July 28, 2015.

HI. Dear represenative of Bet Voyager I see You are not got information fromsupport team.
Here is copy of message.

Date: 28.07.2015 11:24:50
Project: BetCruise
From: Support
Subject: RE: Dear Support
Dear Mirelica89,


We like to inform you that the problem with activation bonus (singaporetour2) was resolved and the bonus is activated. If you want to withdraw cash, by the rules of the bonus program, you must cancel your activated bonus.

Regards,


Date: 28.07.2015 12:02:57
Project: BetCruise
To: Support
Subject: RE: RE: Dear Support
I know that is solved but that solution are not fair for which reason is need to be activate and not passiv like was original be?
Because usualy I would not need to canceled it because was inactive and now I need to canceled it without my fault?

Sorry but I don't think that is correct solution at al.

Best regards

Mirela

So what was happened?

Happened that when bonus was tried to be activated by my self wasnt be and that cost me as I already say of 100% sure 3th place and 250 euros.
But I didn't make complain on that.
And now is activated 3 days after without of any reason because I didn't activated him.
And just to be clear this activation don't have nothing to do with my try to activate bonus in first time because was happened 3 day after and withou of my autorisation, tzo mention that firstly bonus wasn?t activate at all he was missing completly for 2 days from my account.

What I want?

Just fair threthmant and that would mean that 100 euros of bonus will be on promo codes section as pasiv bonus until I don't activate him (and I have time till 4th august because was valid till that day)

If will stay like this that would mean that now I have 199 euros on account 99 real mony and 100 bonus so if I want to transfer that real money I need to canceled bonus and lost it but why I would do that if I didn't activaded him at al? And was want to activaded him withrowal of that 99 euros.

As I already say I was make screen shot from which was visable that bonus was unactivated and was in promo codes section at same day when was affter one or two hours sudently disapear from account by mistake.

Only thing I want is that my bonus will be clear from account and be available in promo codes section.
I think that is only fair solution.

Best regards

posted on July 29, 2015.

Ok so as I understand you want:

-bonus removed but made available again
-a total of 99 euros on your account of real money and 0 bonus money

is this correct?

posted on July 29, 2015.

Yes that is correct
Bonus removed from account and aveilable in promo codes.

posted on July 30, 2015.

It should be working, support should contact you soon to confirm.

posted on July 30, 2015.

Ok, thank you .
When they do that I will close this complaint.

regards

posted on July 30, 2015.

Now I am satisfied with bonuses they are as should be at promo codes section. My real money is now 96.11 as should be but when I go to Withdrowal section again ocures that problem which I orginaly posted as problem no.2.
Is writening in withdrowal section that I have 150 euros of free money and 0 of real and when I try to do withdrowal I can't. You can see whats is happening in attached schrenshots

posted on July 30, 2015.

Ok, please also write this to support and we will get on it right away

posted on July 30, 2015.

I will sent them imediatley.

Thanks.

posted on July 30, 2015.

Dear,
I was sent message to ingame support and explain same as here but probably was some new person there so I recive this message


Date: 30.07.2015 12:49:03
Project: BetCruise
From: Support
Subject: RE: RE: RE: RE: RE: RE: RE: Dear Support
Dear mirelica,

To transfer the Welcome Bonus into real money, the sum of the (deposit + bonus) must be wagered 35 times.

Please read the term of bonuses, use this link:
http:/­/ww­w.b­etv­oya­ger.co­m/p­rom­otions/

Regards,
The BetCruise Support Team

please can you be kind and contact them for me because is hard for me to explain to that new ones who are not familiar with my issue. Result will be that they will forward my message to departmant of concern and we will go to circle again.

best regards

posted on July 31, 2015.

Your problem should be solved. Please check again.

posted on July 31, 2015.

Dear,

My problem is resolved now.

Thank you very much You was kind and helpful.
I wish you a pleasant day.

best regards

Mirela

posted on July 31, 2015.

Dear Askgamblers this issue is positively resolved you can close it .

Best regards

posted on July 31, 2015.

Thank you for you patience. Good luck at the tables!