Is this any way to treat a customer?

[lolz84]

I signed up for bitcointalk only because of what just happened to me on bitcasino.io.
Last week they sent out a promotion: deposit 20mbtc, get 40 free spins on African Sunset slot.

So I did. And I used the correct promo code.

I waited a while but the free spins didn't arrive, so I contacted support. They told me they would look into it and get back to me.

Now, I have deposited roughly 60BTC on bitcasino.io, which according to them makes me some sort of vip member? who cares right?


But in the name of not getting used by online casinos, I just logged in to my account to discover nothing has been done and the free spins weren't added to my account. I reopened support chat, and it went as follows.

Adam
Hi Client! How can I help?
Client
Hi, on May 19th I deposited 20.7288 mbtc
I used the promo code for 40 free spins
I never got them
Adam
What promo exactly?
Client
african sunset
Adam
This promotion has already expired
Client
Yeah, but not when I used it.
Sunset40
never received the free spins
Adam
It's almost one month later
We cannot add them retroactively
Client
But I used the promotion code...
This is horrible PR.
Adam
We have 24/7 LiveChat support
Why didn't you contact us straight away?
Client
Yea, and I asked about it and I was told I would be contacted because it should have been added right away
nobody contacted me.
Adam
I will check the chat logs
One moment please
Client
Ok thanks.
Adam
You had only one other chat with us and that was for a joke promotion
Client
Not true.
Now, this is absurd. You sent me an email and convinced me to deposit 20mbtc to get 40 free spins. I deposited, never got the spins.
The least you can do is look into it and see why I didn't receive the free spins.
Adam
11:46 pm
Unfortunately we cannot add the spins as the promotion has ended. Please note that this answer is final and further requests will not be replied to. Thank you for your understanding
Client
Excuse me?

 Read
Adam
I will close the chat now
Adam has closed the chat.

First of all, the promotion was announced on May 15th, 2017. I deposited on May 19th, 2017.
In the promotion email it says

The bonus code will expire at 23:59 GMT May 21st, so be quick!

So from here to there, after depositing lots of btc, I will no longer be using bitcasino.io

That is no way to treat a customer.

Sorry for blowing so much steam on my first post!

[lx001]

you should send them a message, this is their topic, their representative is active there

https://bitcointalk.org/index.php?topic=395617.1940

by the way, here is the promotion you are talking about

https://bitcasino.io/promotions/your-african-sunset-free-spins-up-for-grabs

"Make sure to enable the bonus BEFORE you make a deposit, otherwise it will not be valid."

have you followed this instruction?

[Graphics]

I used bitcasino.io an year ago until git disappointed in similar situation.

It's irrelevant does he used or not the code before the deposit and who's right here. It's unacceptable for nay support agent to do

Adam
I will close the chat now
Adam has closed the chat.

Then a months ago i read at some topic about bitcasino.io or vegascasino.io (it's doesnt matter, both are managed from the game agency) that they are hiding the house edge of their games and refuse to make it public. This was the final drop that made me avoid then at all, despite all the free promotions.

[Trayber]

Sorry man but I've never had any issues with any of their free spin promos. I enter the code make the qualifying deposit and you go into the slot and they are automatically added.

If you are going to judge them like this most likely because of your own error your loss.

Just today I redeemed a VIP free spin promo for 10x10mbtc spins on Money Farm. with 250mBTC deposit and no issues and when the free spins were done I was able to cash out immediately the 90mBTC winnings and my original deposit without any further wagering. I dont know of a single casino that has generous promos like that.

Anyways don't get your panties in a bunch those free spins are always on the lowest bet and usually only return a couple mBTC payout.

[milewilda]

Little bit confusing between two parties.If the promotional email stated may 21st is the last day of the promo then you did make a deposit before on that date then you should really be credited and also in times you are talking with the support you should mention this about the email you recieved and the proofs thats you deposited on that day.Usually bonuses credited automatically and not manually.I see its your error not to them.

[lolz84]

you should send them a message, this is their topic, their representative is active there

https://bitcointalk.org/index.php?topic=395617.1940

by the way, here is the promotion you are talking about

https://bitcasino.io/promotions/your-african-sunset-free-spins-up-for-grabs

"Make sure to enable the bonus BEFORE you make a deposit, otherwise it will not be valid."

have you followed this instruction?

I will be sending them a message. I don't know if its protocol for them to do this or if one of their employees just really doesn't like his job.
I followed the instructions, I even received an on site pop up message that the 40 free spins were added.

I know 20mbtc isn't a lot, however, no amount or customer should be treated like this.

[canvan]

I have never used them before but that chat log is horrible. It is standard practice to ask if there is anything else they can do for you and wait for the customer to close the chat even if you can't help them. They definitely need to hire better customer support agents.

[lolz84]

Little bit confusing between two parties.If the promotional email stated may 21st is the last day of the promo then you did make a deposit before on that date then you should really be credited and also in times you are talking with the support you should mention this about the email you recieved and the proofs thats you deposited on that day.Usually bonuses credited automatically and not manually.I see its your error not to them.

The bonus should have been added automatically, just like you said. It wasn't added and I told them. They told me they would take care of it. The bonus was never added (I kept checking until the 21st). How is it my error?

[milewilda]

Little bit confusing between two parties.If the promotional email stated may 21st is the last day of the promo then you did make a deposit before on that date then you should really be credited and also in times you are talking with the support you should mention this about the email you recieved and the proofs thats you deposited on that day.Usually bonuses credited automatically and not manually.I see its your error not to them.

The bonus should have been added automatically, just like you said. It wasn't added and I told them. They told me they would take care of it. The bonus was never added (I kept checking until the 21st). How is it my error?

Then you should tell it to support that you had deposit on that promo period.Why do they say that promo was over if  they sent it on an email recently?  that would really be suspicious.Present to them that email and date of deposit and they will surely say some words.

[lolz84]

Little bit confusing between two parties.If the promotional email stated may 21st is the last day of the promo then you did make a deposit before on that date then you should really be credited and also in times you are talking with the support you should mention this about the email you recieved and the proofs thats you deposited on that day.Usually bonuses credited automatically and not manually.I see its your error not to them.

The bonus should have been added automatically, just like you said. It wasn't added and I told them. They told me they would take care of it. The bonus was never added (I kept checking until the 21st). How is it my error?

Then you should tell it to support that you had deposit on that promo period.Why do they say that promo was over if  they sent it on an email recently?  that would really be suspicious.Present to them that email and date of deposit and they will surely say some words.

Present to who? They no longer wish to talk to me about this issue. Plus, they can clearly see I used the promo code. I already talked to them before this customer service guy decided to be an ***. They told me there was an issue and that they would fix it.

[Bluengold341]

betcoin.ag is no better...

deposit .0075 into an address.. thought i got the credit so hit generate new address a day later... realize i still have funds on old address and was never awarded credit for it.

https://blockchain.info/address/1GMMyAiDSWNde9eLfTCcHdgL2nbZWs9NLn

[bitcasino.io]

Hi lolz84

As we can see, you successfully activated your bonus code, received the free spins, and used them all up.

Best,
BitCasino.io

[lolz84]

Hi lolz84

As we can see, you successfully activated your bonus code, received the free spins, and used them all up.

Best,
BitCasino.io

You must be joking. I mean, if you aren't joking then you have a major mistake. I never used any free spins on bitcasino.io

Something funny is going on. You used to be trustworthy. It actually feels that now that the price per btc has gone up, your service has gone down.

Good luck and farewell. You got me this time. Never again.

[panjul07]

Hi lolz84

As we can see, you successfully activated your bonus code, received the free spins, and used them all up.

Best,
BitCasino.io

You must be joking. I mean, if you aren't joking then you have a major mistake. I never used any free spins on bitcasino.io

Something funny is going on. You used to be trustworthy. It actually feels that now that the price per btc has gone up, your service has gone down.

Good luck and farewell. You got me this time. Never again.

Have you checked your bonus history? It should be recorded there if you have claimed and used it. But if you cant find it on your bonus history then obviously you have not claimed it yet.
Take a screenshot of your bonus history page here to support your accusation, otherwise you cant blame them without valid proofs. Sorry to say, but it is how it works.

[lolz84]

Hi lolz84

As we can see, you successfully activated your bonus code, received the free spins, and used them all up.

Best,
BitCasino.io

You must be joking. I mean, if you aren't joking then you have a major mistake. I never used any free spins on bitcasino.io

Something funny is going on. You used to be trustworthy. It actually feels that now that the price per btc has gone up, your service has gone down.

Good luck and farewell. You got me this time. Never again.

Have you checked your bonus history? It should be recorded there if you have claimed and used it. But if you cant find it on your bonus history then obviously you have not claimed it yet.
Take a screenshot of your bonus history page here to support your accusation, otherwise you cant blame them without valid proofs. Sorry to say, but it is how it works.

Nope. Not in promotion history. I give up. I'll just find a different btc casino..

[Trayber]

Hi lolz84

As we can see, you successfully activated your bonus code, received the free spins, and used them all up.

Best,
BitCasino.io

You must be joking. I mean, if you aren't joking then you have a major mistake. I never used any free spins on bitcasino.io

Something funny is going on. You used to be trustworthy. It actually feels that now that the price per btc has gone up, your service has gone down.

Good luck and farewell. You got me this time. Never again.

Have you checked your bonus history? It should be recorded there if you have claimed and used it. But if you cant find it on your bonus history then obviously you have not claimed it yet.
Take a screenshot of your bonus history page here to support your accusation, otherwise you cant blame them without valid proofs. Sorry to say, but it is how it works.

Nope. Not in promotion history. I give up. I'll just find a different btc casino..

LOL you were probably so drunk you didnt even remember sir. They said you redeemed them and made the spins. They wouldn't put their reputation and make false statements. They have the game logs from the provider and can see that information. Good luck finding another casino that deals with your bs. Don't let the door hit you in the ass on your way out.

[michkima]

Did you just made a mistake or you did deposit 60 BTC into that casino? :O

Anyway, usually casinos are really stingy when it comes to free stuff. Don't expect your life to be easy with their promotions. It would be near impossible to reach their requirements to be even able to withdraw it.

[lolz84]

Hi lolz84

As we can see, you successfully activated your bonus code, received the free spins, and used them all up.

Best,
BitCasino.io

You must be joking. I mean, if you aren't joking then you have a major mistake. I never used any free spins on bitcasino.io

Something funny is going on. You used to be trustworthy. It actually feels that now that the price per btc has gone up, your service has gone down.

Good luck and farewell. You got me this time. Never again.

Have you checked your bonus history? It should be recorded there if you have claimed and used it. But if you cant find it on your bonus history then obviously you have not claimed it yet.
Take a screenshot of your bonus history page here to support your accusation, otherwise you cant blame them without valid proofs. Sorry to say, but it is how it works.

Nope. Not in promotion history. I give up. I'll just find a different btc casino..

LOL you were probably so drunk you didnt even remember sir. They said you redeemed them and made the spins. They wouldn't put their reputation and make false statements. They have the game logs from the provider and can see that information. Good luck finding another casino that deals with your bs. Don't let the door hit you in the ass on your way out.

No need to badmouth. I don't drink or smoke so that's not a possibility. They wouldn't put their reputation on the line? Look at the chat log!
They won't send me proof.

[LuanX3]

Hi lolz84

As we can see, you successfully activated your bonus code, received the free spins, and used them all up.

Best,
BitCasino.io

You must be joking. I mean, if you aren't joking then you have a major mistake. I never used any free spins on bitcasino.io

Something funny is going on. You used to be trustworthy. It actually feels that now that the price per btc has gone up, your service has gone down.

Good luck and farewell. You got me this time. Never again.

Have you checked your bonus history? It should be recorded there if you have claimed and used it. But if you cant find it on your bonus history then obviously you have not claimed it yet.
Take a screenshot of your bonus history page here to support your accusation, otherwise you cant blame them without valid proofs. Sorry to say, but it is how it works.

Nope. Not in promotion history. I give up. I'll just find a different btc casino..

LOL you were probably so drunk you didnt even remember sir. They said you redeemed them and made the spins. They wouldn't put their reputation and make false statements. They have the game logs from the provider and can see that information. Good luck finding another casino that deals with your bs. Don't let the door hit you in the ass on your way out.

No need to badmouth. I don't drink or smoke so that's not a possibility. They wouldn't put their reputation on the line? Look at the chat log!
They won't send me proof.

It's not worth it anyway man. Even if you do get those freespins, you will likely have to abide by their absurd requirements like turnovers. For sure even if you got those freespins you will likely not be able to withdraw any of the amount you got from them. Also, don't waste your time on these shitty sites man, there are plenty that are better.

[jamyr]

LOL,

That chat representative deserves to have a vacation.

For life.

Also to bitcasino.io, check the chat logs, your representative clearly stated he cannot add the free-spins because the promotional period is over. I did not see any response from your representative stating that based on your data the free-spins have been consumed. And he just cut the conversation with the client.

I have worked on retention/loyalty dept of a company in the US for 2 years and 60% of our disconnections are because of bad customer service experience.

To OP, yes go ahead and look for other casinos who will treat you better, win or lose.