Ag Awards

LesACasino - Removal of bonus with no pop up warning

Complaint Info
Disputed casino LesACasino
Reason Bonus removal
Posted on May 16, 2014

I was playing with bonus and cash and had accrued over £3000 when I made the mistake of attempting a partial withdrawal. I reversed this immediately when i realised by doing so I had lost the bonus element of my winnings. The bonus did not reappear. At no time did I receive a warning via pop up that i would lose the bonus. When I contacted the casino they said I had received a pop up but I did not. They subsequently provided a good will 250 bonus and a gift.

I asked them to provide proof but simply got a message saying they agreed with previous answers given.

I of course would not have withdrawn the funds had I known the bonus would be lost.

Posted on July 2, 2012

Hello Pelawp,

When players accept a bonus they receive a pop up.

This pop-up includes the terms and conditions for the bonus offered giving the players a choice to accept or decline.

This is an automatic function in the client.

Furthermore, as you mentioned, you were given an additional bonus after the withdrawal request for any inconvenience this might have caused you.

Going forward, we are taking steps to implement a warning pop up upon withdrawal in the near future to improve costumer service and avoid these situations all together.

kind regards,

LesAcasino team.

Posted on July 2, 2012

Whilst I'm glad you are changing your protocols to notify customers that they will lose bonus funds if they withdraw, had that facility been available to me, I would still have in excess of £3000 in my account. To me, your change in procedure shows that you believe you were in the wrong and that my complaint is valid and has been upheld. As such, I would expect that my bonus amount and playthrough be reinstated at the point of withdrawl.

I'll happily accept the sum less the £250 bonus good will gesture you credited to my account... what I failed to mention publically is that it came with a play through of x100!!! Practically impossible to reclaim any of my previous winnings. Might as well play 'for fun'.

Oh, and by the way. I tried to play for fun but when I entered my account details it said not recognised. On several occasions. Why?

Funnily enough, when I entered the same details to play 'for real' it accepted my log on details no problem.

Posted on July 6, 2012

At we take player concerns seriously and appreciate any and all feedback received.

To that end we are glad to advise that we took this issue under further consideration and are pleased to say that we have now resolved the issue with the player.

kind regards,

LesAcasino team.

Posted on July 10, 2012

Dear @Pelawp,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Posted on July 10, 2012

Thank you, this is now resolved.

Posted on July 10, 2012

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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