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Lucky Red Casino - Bonus not issued

RESOLVED
Complaint Info
Disputed casino Lucky Red Casino
Reason Bonus not given
Posted on September 7, 2015

I have been playing all of the club world Casinos for three years on their Mobil sites. I just recently discovered one of their promotions which is titled cashbackbon on certain days for certain Casinos withen their group. It was Monday which is when Luckyred makes this offer. I contacted customer support via telephone at around 10:00 P.M. PDT and asked which casino offered the cash back on mondays, I was told Luckyred. I deposited at lucky Red and lost. When I contacted their support I was told that I had not played on monday, that my deposit was made on Tuesday. Apparently they decided to use a time zone four zones from mine, EDT Which is the east coast of the usa ,I am on the west coast.I told them that I had called and inquired as to which casino to deposit with to utilize this cashbackbon offer. Didn't help, they say it is in the terms but all I have ever had access to is the Mobil site and I sure can not find any terms that I have access to. I requested that they forward a copy to my email and I was ignored. All this after depositing over 1000.00 per month for the last 36 or more months.

Posted on September 3, 2015

Hi Richard, I know you've spoken to staff at LuckyRed directly and over on the Faccebook page but there is really little that we can do to help on this one. The base time for the casino is EST and this is used for all promotions across the group of casinos. As a gesture of good will, you were offered an extra deposit bonus by our promotions team.

The casinos do not have a function to separate out the time zones for each individual player in the group and use a standard time for all players, this also makes it a lot clearer for all players and support staff involved. Running promotions with a staggered end time based on player time zone is just not feasible.

We're sorry that you feel this is unacceptable but there is little that can be done to change the time on the servers for all our casinos.

Posted on September 3, 2015

The fact is on your mobile site no mention of an alternate time zone is used. The promotion shown does not state Eastern time no where can that be found on your mobile site so how is a person supposed to be aware of that especially when they contact your support 2 minutes before making the deposit and confirm that Lucky Red is the casino offering that promotion at this time. If your support is unaware of either where I am or which time zone is used then how is your customer supposed to know? I realize its only a $25 bonus chip but most rational peiole would think with the obvious omissions on your mobile site as well as the promotion itself, along with the fact that I've probably deposited upwards of $50,000 with your group of Casinos, if not more, in the last 3 years you might consider $25 an inexpensive price to pay to keep me as a customer. But obviously I am wrong in my thinking.

Posted on September 4, 2015

Please show me where I am missing where it clearly states Eastern time rather than the time zone I am in this is a copy of your promotion and the terms and conditions listed upon it

Posted on September 4, 2015

Hello again, I believe that our management reviewed your case and have already been in touch and credited your account with the £25 bonus.

I assume that this can now be marked as resolved.

Steps are also being taken to make the time zone more clear to all players to prevent such confusion and inconvenience to our players in the future.

Posted on September 4, 2015

Sorry, edit on the above. $25 has been credited, not £25.

AskGamblers
Posted on September 7, 2015

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

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