Complaint #1
Lucky VIP Casino
Failed to honor a promotional offer
7 years ago
I opted in and wagered £20 as per this promotion here:
https://www.luckyvip.com/promotions/starburst-fs/
(See screenshots for proof of opt in and progress bar at 100%).
When the spins did not materialise on any slot I contacted Live Chat and got an excuse of "Sorry for the inconvinence caused. We are currently experiencing a small disconnection issue due to which we are not able to access your account. Kindly contact us again in 1 hour." See Screenshot sent.
I waited 2 hours and contact Live Chat again. The agent had me messing around for almost an hour clearing the cache and cookies and nothing worked. I tried multiple devices and the spins weren't coming up. At this point I decided to just send an email explaining everything up to this point.
The email I got simply told me "The spins are in your account, open up a NETENT slot and use them" with a link. But the spins aren't there, so I told them this with screenshots of various NetENT slots showing this, only for them to then tell me I used my spins in response! I haven't used the spins, would I be spending all this time and effort on spins I already used? There's nothing in my transaction history saying I used them.
So now I feel like I've spent all this time trying to resolve this situation, with them telling me the spins are there to then saying I've used them, I feel like I've been lied to the whole time and they wish not to honour the spins.
The spins are meant to be on any NetENT slot with no wagering. I want the spins given to me ideally, but I'm starting to think even if they say they've added them I still won't be able to use them as has been shown already!
https://www.luckyvip.com/promotions/starburst-fs/
(See screenshots for proof of opt in and progress bar at 100%).
When the spins did not materialise on any slot I contacted Live Chat and got an excuse of "Sorry for the inconvinence caused. We are currently experiencing a small disconnection issue due to which we are not able to access your account. Kindly contact us again in 1 hour." See Screenshot sent.
I waited 2 hours and contact Live Chat again. The agent had me messing around for almost an hour clearing the cache and cookies and nothing worked. I tried multiple devices and the spins weren't coming up. At this point I decided to just send an email explaining everything up to this point.
The email I got simply told me "The spins are in your account, open up a NETENT slot and use them" with a link. But the spins aren't there, so I told them this with screenshots of various NetENT slots showing this, only for them to then tell me I used my spins in response! I haven't used the spins, would I be spending all this time and effort on spins I already used? There's nothing in my transaction history saying I used them.
So now I feel like I've spent all this time trying to resolve this situation, with them telling me the spins are there to then saying I've used them, I feel like I've been lied to the whole time and they wish not to honour the spins.
The spins are meant to be on any NetENT slot with no wagering. I want the spins given to me ideally, but I'm starting to think even if they say they've added them I still won't be able to use them as has been shown already!
Screenshot
