Casumo robbed me off by bonus (picture proof)

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bbbest55

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Ok, maybe a but click bate, but i copied the chat log, please decide for yourself.

Short story, i did a no bonus deposit, and lost by bonus i had in my "valubles". After 2-3 lies chat operater still blames me. Sorry about the bad english from my end in chat

See pictures from left to right, 

What is your opinion? 

Who do they lie, rather than telling they are to lazy or dont have the systems to answer properly? 

Was I being to unfair? I dont know but. i feel knobbed off my bonus. 

PS chat above what i pasted was unrelated to the bonus argument, so not of interest here. 

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Couple questions

Are you a new customer to Casumo?

Was the €50 your first deposit to Casumo?

If not then I guess when you click "No thanks" to a bonus from your valuables the system considers it as you rejecting it completely and therefore it just enters and expired state.

I understand where you are coming from but it doesn't seem to me like they are been unfair or anything. You clicked "no thanks," when offered the bonus, which caused the bonus to expire.

Whether it should work that way or just return to your valuables until its expiry date is up for debate though.

 
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Hi, no, i am max level and a so called "VIP" 😆🤣

The 50 was just to check if VISA deposits was back up in Norway it has been down for a while.

I cliked no on the "claim bonus" button when I deposited the 50, but it should not mean I would forfeith the entire bonus, no message stated that anway. 🙂

That could have been ok and a decent answer from them. What annoys me is the "lies" the chat operator comes with, and the lack of humblesness when I prove him wrong with evidence (I was lucky to have screenshots with timestamps) I sent. 

"i have no recall if you even having a bonus, please send proof"

"bonus has expired in time".

And he ends with saying I have to be more careful. 

A true VIP treatment, sorry for flushing you with frustration. But communities like this is the only weapon against big casinos. 

 
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While it sucks that you have missed out on a bonus opportunity, please be nice and polite to customer service reps of online casinos.

Now this may be more a language than anything else, but some of the phrases I have seen in chat and in your last post come across a bit dubious to me.
 

 
bbbest55 said:
Hi, no, i am max level and a so called "VIP" 😆🤣

The 50 was just to check if VISA deposits was back up in Norway it has been down for a while.

I cliked no on the "claim bonus" button when I deposited the 50, but it should not mean I would forfeith the entire bonus, no message stated that anway. 🙂

That could have been ok and a decent answer from them. What annoys me is the "lies" the chat operator comes with, and the lack of humblesness when I prove him wrong with evidence (I was lucky to have screenshots with timestamps) I sent. 

"i have no recall if you even having a bonus, please send proof"

"bonus has expired in time".

And he ends with saying I have to be more careful. 

A true VIP treatment, sorry for flushing you with frustration. But communities like this is the only weapon against big casinos. 
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@dirtystackis right. When you choose NO then the bonus disappears. Casumo agent was in fact very kind to you, You should accept € 50 :)

 
vanHooff said:
While it sucks that you have missed out on a bonus opportunity, please be nice and polite to customer service reps of online casinos.

Now this may be more a language than anything else, but some of the phrases I have seen in chat and in your last post come across a bit dubious to me.
 
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Well might be a bit of the language of course! Ifelt i behaved nice at most part but at some point I got frustrated and it probably showed in chat, though few things is more tilting to me than being lied to and having to proof I had a bonus etc, and then told to act more attentive in the future.  All in all I am the customer VIP or not, really doesent matter imo

Kosmankasa said:
@dirtystackis right. When you choose NO then the bonus disappears. Casumo agent was in fact very kind to you, You should accept € 50 :)
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Nono, I am a man of principle I will just take my business elsewhere, the 50 they can keep 🙂 

The chat agent told me I never had a bonus and that the time for bonus was expired. That was what tilted me,

I told him i clicked "no" on the deposit for the bonus, and he claimed that would be fine and I would get the bonus back.

But thx for the opinion, 

 
bbbest55 said:
Hi, no, i am max level and a so called "VIP" 😆🤣

The 50 was just to check if VISA deposits was back up in Norway it has been down for a while.

I cliked no on the "claim bonus" button when I deposited the 50, but it should not mean I would forfeit the entire bonus, no message stated that anway. 🙂

That could have been ok and a decent answer from them. What annoys me is the "lies" the chat operator comes with, and the lack of humblesness when I prove him wrong with evidence (I was lucky to have screenshots with timestamps) I sent. 

"i have no recall if you even having a bonus, please send proof"

"bonus has expired in time".

And he ends with saying I have to be more careful. 

A true VIP treatment, sorry for flushing you with frustration. But communities like this is the only weapon against big casinos. 
Click to expand...
Is he intentionally lying to you though?

Maybe, like you, he assumed that you would be able to claim it at a later time. He would have initially checked your valuables page and seen there was no bonus, asked your for proof and then checked your player profile bonus/expenses history. If the system shows a bonus as "Expired" when it has been rejected by the customer then he is purely going on the information he has available to him which would be something in your player profiles bonus/expenses history indicating that the bonus has expired.

I don't see him as doing anything wrong and he tried to rectify the situation - when in his position he can easily justify why he gave you a 100% match on the deposit you had made - he can't easily justify why he gave you a €500 100% deposit bonus on a secondary deposit after you had forfeited your previous bonus. He can only conduct himself in line with what he is permitted to do.

What you should do is contact the live help again, ask them to grap the whole conversation and ask for it to be escalated to someone in a higher position who may have the autonomy to reach an outcome that is satisfying to you.

Noone likes it insinuated that they are been deceitful, you don't like it, and neither does the Live Chat agent. Sometimes we  have this effect on eachother unintentionally while trying to go about our work and get on with our life. This affects us. 

Stay cool and don't create a vendetta with poor old Matti. 

Just go over his head and get what you want as that's how you get revenge the civilised way. 

 
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dirtystack said:
Is he intentionally lying to you though?

Maybe, like you, he assumed that you would be able to claim it at a later time. He would have initially checked your valuables page and seen there was no bonus, asked your for proof and then checked your player profile bonus/expenses history. If the system shows a bonus as "Expired" when it has been rejected by the customer then he is purely going on the information he has available to him which would be something in your player profiles bonus/expenses history indicating that the bonus has expired.

I don't see him as doing anything wrong and he tried to rectify the situation - when in his position he can easily justify why he gave you a 100% match on the deposit you had made - he can't easily justify why he gave you a €500 100% deposit bonus on a secondary deposit after you had forfeited your previous bonus. He can only conduct himself in line with what he is permitted to do.

What you should do is contact the live help again, ask them to grap the whole conversation and ask for it to be escalated to someone in a higher position who may have the autonomy to reach an outcome that is satisfying to you.

Noone likes it insinuated that they are been deceitful, you don't like it, and neither does the Live Chat agent. Sometimes we  have this effect on eachother unintentionally while trying to go about our work and get on with our life. This affects us. 

Stay cool and don't create a vendetta with poor old Matti. 

Just go over his head and get what you want as that's how you get revenge the civilised way. 
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Ok we will have to disagree,

If they dont have systems and are essentially guessing then just say "I am not sure I will come back to you", This is customer service, i didnt feel like a customer getting service today, let me tell you. 

I was just asking to get my bonus back which apperantly I clicked "no" to. How hard is that? They havent lost anything on that, i get these bonuses because i am a frequent player, and the message when you deposit and click "no" to USING the bonus on the deposit is not clear at all mate, sorry to say.

Well my "simple revenge" is posting the treatment I get here, i will just take my business elsewhere, and if the users think I am the only one out of line, no hurt on Mattis or Casumo mate. The chat is all there unfiltered  (except hiding my real name) 😉 

 
This is easily resolvable. Just e-mail your VIP manager and you'll get it back.

Casumo is notorious for removing bonuses that are in your "rewards" even if you don't use them. They also are gone if you have multiple you can only pick one. Just e-mail them and you'll get it manually added back.

In other words, for some reasons your bonuses and other rewards are automatically removed upon deposit.

 
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bbbest55 said:
Ok we will have to disagree,

If they dont have systems and are essentially guessing then just say "I am not sure I will come back to you", This is customer service, i didnt feel like a customer getting service today, let me tell you. 

I was just asking to get my bonus back which apperantly I clicked "no" to. How hard is that? They havent lost anything on that, i get these bonuses because i am a frequent player, and the message when you deposit and click "no" to USING the bonus on the deposit is not clear at all mate, sorry to say.

Well my "simple revenge" is posting the treatment I get here, i will just take my business elsewhere, and if the users think I am the only one out of line, no hurt on Mattis or Casumo mate. The chat is all there unfiltered  (except hiding my real name) 😉 
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You just have no concept as to what someone who works as a live chat agent is allowed to do, and what they are not allowed to do.

What possible motive does he have to lie to you?

Even if it was as simple as pressing the magic "make the bonus the customer rejected reappear" button, the particular person you are dealing with my not be allowed to press it.

By all means take your money elsewhere if unsatisfied with your experience.

I personally feel you are been unreasonable and that the issue could be easily resolved. 

 
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Edit: My answer was based on answer berfore you edited

Aha, so you are in the business, that explains it! 🙂 

No I dont, you are right there. In my business when we make a mistake or the customer misunderstand something we made unclear, we make it up to them, thats how we keep customers. If I am not autorized to do it, i escalate when the customer is obviously at risk of "churning".  But please, just keep defending your colleagues. 

Alot of competitors out there, with the same slots and same RTP(well, usually).

So the customer service and loyalty programs, quick withdraws etc are the way to have loyal customers. I am obv on other sites as well to seem happy to have me as their customer 😇

 
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I edited that away as I thought it came off nastier then I intended, only mild offense was intended.

My motive is not to defend anyone, I have insight into how it all works behind the scenes and was trying to share that, I also suggested what you might like to do to get a satisfactory outcome.

"Churning?"

That word means something completely different in my business, I'm guessing in yours it means to switch their business to a competitor?

 
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I logged in today and received a 300 euro bonus, the day after I lost the 500 bonus, i dont belive in coincidence. 

Someone in Casumo felt like I was being "wronged" (is that even a word?).

Still not 500 euro deposit, and not an email saying "sorry, about the bad experience you had, here is a 300 euro bonus". What a shame, that would make all the difference, I dont care about the money all that much but I am a man of principles 🙂  Reading the chat log over again after a night sleep I still think he was way out of line. I was slighly out of line at best.  haha not biased at all

 
The 100% bonus today is for everyone who has a top level, so this have nothing to do with your lost bonus. I got 100% also

 
There all sorts of bonuses with different T&C's, I regularly get bonuses for my next deposit ONLY, I think this is to get me to deposit the max then wager, If i turn it down it's gone, I rarely play with bonuses as most of the time now i try and smash and grab, Yesterday i was going to deposited and noticed a bonus was attached, I deleted it and didn't even bother reading the terms as i only wanted to do 20 X £10 bets (£200 deposit) i came back 2 hours later to deposit and there was no bonus attached.

 
There is fault on both sides, in my opinion. The chat agent did the maximum whatever they could do at that point. I think the 300 euro you received is a good deal. Enjoy! :D

 
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