Royal Vegas Casino - Deposit wrongly added to bonus funds

Hi Trent,

Thanks for your message, I will look into it and get back to you.

Kind Regards,

Gabriela

Hi Trent,

I have reviewed your account and can confirm the open bet in question (Hitman- Mobile) has now been completed. Best practice would be is to review your balance to ensure that your funds are only cash and if your funds are split or turned into a bonus, contact support immediately as we can make the relevant balance adjustments for you.

I do see that this is what you did at the time and I would like to offer you the $30.00 (Cash) please reply back to confirm the allocation. Should this happen in future, kindly ask the agent to escalate the query for you. I apologise that your query was not dealt with correctly, I have made the relevant arrangement to have the agent coached on the situation.

How does an open bet work you might ask? The system automatically either splits or pushes your full cash balance into your bonus balance due to any open bets that have occurred. These open bets happen when a feature or a free spins round is triggered and the game is closed, either intentionally or unintentionally.

The system does not inform the player that there is an open bet, unfortunately. What I would suggest should it happen again (which we hope it doesn't), contact support via chat/phone as soon as the deposit is made. It’s very important to understand that the adjustment can only be made prior to any bets placed.

In regards to the inactive chat, I have reviewed the chat you had with the agent and it seems that the chat itself became inactive as they agent asked if you were still connected, after that, your chat disconnected on your side.

Kind Regards,

Gabriela

Hi Gabriela as you said in messages i did chase up in chat straight away and phoned support but was told i was in fault i then emailed manager and waited few hours for reply that i did not recieve so i attempted to wager my deposit in mention .I appreciate your time and your replies and would be happy to accept the $30 cash thanks .

kind regards
Trent C

hi Trent,

Thanks for getting back to me, I have gone ahead and credited the $30.00 as per the deposit you made. Again my apologises for any inconvenience this might have caused and I hope you have a great gaming experience with us.

I wasn't able to locate the email you mentioned, I will have to investigate this further internally.

Kind Regards,

Gabriela

Thanks again for speedy replies Gabriela i appreciate your help. Just to add on Email that i sent ,Live chat gave me this email address floorm­ana­ger­@ca­sin­ode­sk.com .message was sent sunday 15/01/17 7.24am Australia time if that helps.

Thanks
Trent C

hi Trent,

Thanks for confirming, I will look into it. Again, I hope you have an enjoyable time with us.

thanks,

Gaby

hi Trent,

I have found the email you had sent, my apologies for taking so long. there seems to have been a miscommunication at the time, hence, the email was not replied to.

We are currently dealing with the situation internally as we take pride ourselves, in having the best communication available in the business.

Thanks,

Gabriela

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.