A brief synopsis
Casino Euro sent me an email, a promotion for a "50% bonus" up to 500 EUR" As a long time online casino enthusiast, I am fully aware that it means, deposit 1000, to get 500.
I clicked on the link. After 5-6 attempts of failed transactions, I deposited 606 Euros, so approx. 500 gbp in my home cuurency. Expecting a 303 EUR bonus.
I didn't get the bonus.
Instead, I got 20 minutes of patronizing live chat, from somebody who obviously has it in their remit to treat everyone like idiots. With the final words being, "you would only receive a 250 eur bonus, as that is half of 500"
After questioning their interpretation of the terms, which were quite clear, I got passed onto another person. They were equally ignorant, actually started sending me messages to wind me up, 'you sound stress, let me help" and...
ACTUALLY CLAIMED I WOULD NOT BE ABLE TO WITHDRAW MY FUNDS WITHOUT PLAYING FIRST!!!
I've made a withdrawal request. No doubt that will be another week before a reply.
And do you know what the final joke was? On the automated email from my withdrawal request, the header said, "Nicola, claims your 500 Euro bonus NOW!!!!"
Here is a copy of the chat.
Olivia: Hi, my name is Olivia.
NICOLA < surname removed >: Hi, I deposited for a 50% bonus
NICOLA < surname removed >: I received an email from you guys
Olivia: Hi, I see.
NICOLA < surname removed >: I deposited 606 Eur. it took a while to get in, but its in now
NICOLA < surname removed >: But no bonus credited
Olivia: Oh I see, just a moment and I will check this.
NICOLA < surname removed >: Thanks
Olivia: Could you please send us the email that you received from us, to suppor[email protected]asinoeuro.com and we will be able to credit this. We apologize for the inconvenience. Please do not play for the money during the time. We willl be happy to help you with this.
NICOLA < surname removed >: Well how long is that going to take? Why do you send me an email and then not honour the bonus
NICOLA < surname removed >: You sent me the email on Feb 26th, at 102pm
NICOLA < surname removed >: ive sent the mail. please credit the bonus
Olivia: Thank you, if you want you can hang on while we wait for the email.
NICOLA < surname removed >: Yes please. Its getting a bit late though, need to sleep, work early!!
Olivia: I see, no problem we can send you an email as soon as this is done for you. We sincerely apologize for this inconvenience.
NICOLA < surname removed >: no thats not acceptable. You sent me an offer, I haven't been credited. I've sent you a mail, as per request. an email takes 2 seconds to deliver. THis should not take any longer than 2 minutes to resolve. This is not 1983, it's 2014.
NICOLA < surname removed >: do you have the email now
Olivia: I understand that you are feeling this way. We have a lot to do at the moment and we are doing our best to help you. As you said that you needed to sleep, I thought you might wanted us to send an conformation when it is added. I have the email now and I am talking to the relevant department.
NICOLA < surname removed >: thanks
NICOLA < surname removed >: Yes, but its quite a big amount of money I deposited, so am a little concerned
Olivia: I totally understand that and I know that it is frustrating. I am checking it right now, and as I said we really apologize for this.
Olivia: At the moment, unfortunately we have no one here that can credit this bonus right now. I am really sorry, but I need to send this to the bonus appartment that will add this during the night. You will receive an email as soon as this is done. You will get the bonus on the amount 500 Euro, as you have deposited 606 Euro you can play for 106 during the waiting time if you like. I am really sorry for this waiting.
NICOLA < surname removed >: The bonus is 50% up to500. So I get a 303 bonus.
NICOLA < surname removed >: 50% is 50% of a 1000 deposit, how hard is that to work out
NICOLA < surname removed >: That is outrageous
NICOLA < surname removed >: Why is this not automated in this day an age? I clicked via your link
Olivia: This is what you sent me "NICOLA, we have a special treat for you. We're offering you an exclusive reload bonus of 50% up to €500."
NICOLA < surname removed >: yes and 50% of 1000 is 500
NICOLA < surname removed >: I deposited 600, 50% of which is 3003
NICOLA < surname removed >: 303
NICOLA < surname removed >: christ, a 3 year old could do those maths
Olivia: It should be automatic but something went wrong. No this is meant that you wil get 50% of the amount 500 Euro if you deposit 500 Euro you will get 250 in bonus.
NICOLA < surname removed >: 50% of the deposit!!!
NICOLA < surname removed >: Did you write it in senagalese? No it's english. A 50% bonus, up to 500. It doesn't say a a bonus of 50% of the deposit.
Olivia: As I said, you can read it in the email. Now I have explained to you that this is how we mean in the email that you wil get 50% up to 500, that you will get 250 as bonus.
NICOLA < surname removed >: OK, if the 303 is deposited in the next 5 minutes, I will play. If it is not, I will withdraw. I'm not going to be treated like an idiot
NICOLA < surname removed >: I will also be sending this to regulators and the ask gamblers forum
NICOLA < surname removed >: You email is misleading, and is not being honourd
NICOLA < surname removed >: I'm the english one here.I can read what it says. Please do not patronise me
Olivia: I apologize if you are feeling that I am treating you like this.My colleague will help you further.
James: Hi, my name is James.
Olivia has left the chat.
James: Hello Nicola.
NICOLA < surname removed >: hello
James: Please let me read the chat real quick so that I can see what has been said. One moment please
NICOLA < surname removed >: Is the 50% bonus going to be credited now or not
NICOLA < surname removed >: If not, I'm withdrawing, and complaining, not wasting any more of my time
James: 2 minutes please
James: So, now I'm back.
NICOLA < surname removed >: I'm not going to go through all this again
James: You don't need to. I understand that there is some confusion regarding the rules of the bonus?
NICOLA < surname removed >: there is no confusion
James: Oh great.
NICOLA < surname removed >: 50% up to 500, means deposit 1000 get 500. At EVERY casino in the world
James: No, that is incorrect I'm afraid
NICOLA < surname removed >: I deposited 606, for a 303 bonus
NICOLA < surname removed >: It's not incorrect. And I will be putting this on the ask gambler forums, and to your regulator/
NICOLA < surname removed >: You sent me an email for a bonus that you haven't credited, and with bad English that you are trying to turn in your favour
NICOLA < surname removed >: I guarantee I'm the person on this chat who's first language is english, and I'm being treated like an idiot
James: I'm American so I'm not really sure if that is the problem. If you like I can explain how it works?
NICOLA < surname removed >: hmmm,seems strange, didn't realise malta had a large US population........but I guess thats just a front for a dodgy casino
NICOLA < surname removed >: I dont need an explanation. I've played casinos for 12 years
James: Well you learn something new every day Nicola
NICOLA < surname removed >: but thanks again for reinforcing your belief that I am stupid.
James: Who said you are stupid?
NICOLA < surname removed >: I've literally had 20 mins of patronising messages
James: You seem very upset Nicola. I can help you if you like?
NICOLA < surname removed >: I'm withdrawing now. bye
James: It wont work I'm afraid
James: You have to wager the deposit
James: before you can withdraw
NICOLA < surname removed >: It will. Because I will contact Visa and make a criminal complaint