Leovegas don't want to give me the promised 250 freespins.

P

PokerJyden

New member
Hello. I wrote all this on a Danish forum in Danish. so I'm just gonna use Google translate for this

I talked with a user on the danish site Pokernet, he recommended that I wrote in here instead. Thomas from Pokernet have been talking with letsgiveitaspin about this problem. I haven't heard from Leovegas. 

@Skylined87 @LetsGiveItASpin




Code: 
Feeling run down by Leovegas, so hope someone in here might be able to help or something.

 

 

It starts with them sending an SMS with 250 free spins in connection with their Christmas calendar.

It says that you must pay at least DKK 500 to receive the 250 free spins spread over several days.

 

It was my birthday and I really just wanted to have a little fun , so I deposit DKK 550 because in the received sms it said at least 500, not exactly 500.

 

 
 then i see that there is no card under my offers as there usually are at such offers, at this time I have not received anything so I choose and play for the deposited money, throws about half away. I jump into their chat to hear where the free spins will go, I then get hold of one and he tells me that those free spins will soon be available on my account, I then wait a few hours and nothing happens, and then have played lost the rest. 

 

I jump back into their chat and this time Ninna, she tells me that because I deposit 550 kr instead of 500, which would activate the offer, I can not get the free spins, and write that there is nothing to do .

Then she writes something that there has been a lot of hassle with the campaign and that they have taken it down.

 

 

So my question here is really, is this really okay? Received the sms on Monday at 12 Ca, a few hours later I deposited 550 kr.

I would never deposit that money if I had not been offered the free spins, so that's fake advertising, right? Now they have earned DKK 550, but that can not be legal?

 

Have read everything there is and read under the terms and conditions of this campaign, and nowhere does it say that I must pay exactly DKK 500 for and receive them, only that I must pay at least DKK 500.

I just  has to  say that I'm level 44 in there and have been a customer for many years with them, so I don't feel this is fair. fair enough if they wrote that it should be exactly 500, but that's not the case. In addition, the playing card was never below my offers, even if I paid 500 kr I would not receive the free spins.

 

 
I've tried to contact Leovegas over email to give them a chance before I would post on forums, but no answer. They even finished the complaint and asking me to rate their service, that's not how to treat your customers.


 






 
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@Skylined87First of all Merry Christmas.

I talked to Kim privately and he said he would mention it to LV. This is just not ok! 

Can you take a look at this case Sky pls? If you have to get further details, pls contact the OP.

Cheers

 
Back in the day before the new regulations, they could credit this for you no problem. Now you will have to follow the terms of the bonus very strictly, and there is left no wiggle room for the casino to fix this sort of situation. 

 
remi9ti said:
Back in the day before the new regulations, they could credit this for you no problem. Now you will have to follow the terms of the bonus very strictly, and there is left no wiggle room for the casino to fix this sort of situation. 
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They can credit it as a handout bonus and morally you don`t send the guy an offer and then when he deposit he does not get credited. That will give you a horrible rep. 

In my case (same week). The offer was deposit 750kr or MORE and get 750kr when you play through 7500kr (10x). Same cs employe told me the reason for my playthrough didn`t progress, was that I had to deposit 750kr which is a lieand I send her the proof. She agreed and said she would forward it up the ranks. 

Since no one heard anything. That is very very poor service and that is nicely said! I`m level 48 and I think the OP is around the same -so it is not like we didn`t play there before and no history of abuse of any kind. 

The fact that I even have to ask Kim to "remind" them several times and tagging them here is just bad. It is not a fortune but it is however a principle!

Also I thought this was better than a BAP on CM since they co own the site. Looks strange to me and I`m even more annoyed that I told people to calm down on the big danish forum, they will sort it,,,at least I thought so.

leo.png

 
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Roedgaard72 said:
They can credit it as a handout bonus and morally you don`t send the guy an offer and then when he deposit he does not get credited. That will give you a horrible rep. 
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They cannot give you "handout" bonuses, because it's illegal in the DGA license, and the Swedish SGA license aswell. This was changed as per 1st January 2020 (last year) and hence why I said "back in the day".

If you had contacted the customer-support with funds on account, they would be able to credit the spins or bonus to you, as per regulation they have to have some kind of "evidence" (funds on account) to manually credit the bonus from their end.

I hope you get some kind of solution though, I'm not trying to defend the casino here just because, but to be honest it's not their fault they cannot solve it for you right away - it's the regulators fault, and those are the one who should take the blame for this mess.

 
remi9ti said:
They cannot give you "handout" bonuses, because it's illegal in the DGA license, and the Swedish SGA license aswell. This was changed as per 1st January 2020 (last year) and hence why I said "back in the day".

If you had contacted the customer-support with funds on account, they would be able to credit the spins or bonus to you, as per regulation they have to have some kind of "evidence" (funds on account) to manually credit the bonus from their end.

I hope you get some kind of solution though, I'm not trying to defend the casino here just because, but to be honest it's not their fault they cannot solve it for you right away - it's the regulators fault, and those are the one who should take the blame for this mess.
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About having funds on the account, yeah well I had that. I went into the chat and asked when the bonus would be there, he told me it would be credited to me very soon. I still had half of my deposit at this time, so I kept playing after I was informed of this. If he said that I wouldn't get the bonus then I would never keep playing. 

So you can see the problem here right? I get that there's new rules and such, but they kinda pushed it out where they can say 'sorry it's the rules' 

 
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PokerJyden said:
About having funds on the account, yeah well I had that. I went into the chat and asked when the bonus would be there, he told me it would be credited to me very soon. I still had half of my deposit at this time, so I kept playing after I was informed of this. If he said that I wouldn't get the bonus then I would never keep playing. 

So you can see the problem here right? I get that there's new rules and such, but they kinda pushed it out where they can say 'sorry it's the rules' 
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With your explanation here I see why it was troublesome to add the bonus for you.

First you only had half the deposit, which is not fulfilling the requirements to activate the bonus. Secondly, you continued playing before it was sorted- meaning that when the person who are supposed to check this and add the bonus, saw no more funds on account and therefore no evidence to support the bonus-terms requirements unfortunately.

This is a combination of slow and 'bad' service by the casino, and you not being eligble at the moment of contact. The way I see it they have to pull some bunny out of their ass to solve this one and have a choice to leave 1 customer upset over some spins, or deal with the DGA and their compliance team.

Roedgaard72 said:
Some kind of communication will suit them though! ofc there must be some kind of solution to this.
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Yes that would be a good move. 

Have you guys tried sending them an e-mail with straight-up facts their team can work with? (no bullshit, whining or threats of lawyer-stuff, just bonus-terms and time/date-stamps of deposit. etc etc. and clear explanation as to why you are eligble for the offer) I'm sure SOMEONE in the company can take a look at it and hopefully do something; sometimes the live-support agents just don't know how to forward this correctly and I wouldn't trust them to always give the correct information.

 
remi9ti said:
With your explanation here I see why it was troublesome to add the bonus for you.

First you only had half the deposit, which is not fulfilling the requirements to activate the bonus. Secondly, you continued playing before it was sorted- meaning that when the person who are supposed to check this and add the bonus, saw no more funds on account and therefore no evidence to support the bonus-terms requirements unfortunately.

This is a combination of slow and 'bad' service by the casino, and you not being eligble at the moment of contact. The way I see it they have to pull some bunny out of their ass to solve this one and have a choice to leave 1 customer upset over some spins, or deal with the DGA and their compliance team.

Yes that would be a good move. 

Have you guys tried sending them an e-mail with straight-up facts their team can work with? (no bullshit, whining or threats of lawyer-stuff, just bonus-terms and time/date-stamps of deposit. etc etc. and clear explanation as to why you are eligble for the offer) I'm sure SOMEONE in the company can take a look at it and hopefully do something; sometimes the live-support agents just don't know how to forward this correctly and I wouldn't trust them to always give the correct information.
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So you are saying that it's actually my own fault? Come man. I've played there for many years, when they tell me that I soon will be credited with the bonus then I believe them.. Of course I'm gonna play with the money left in my account, it was my birthday and just wanted some fun, I can't see how this is on me. 

I get that it looks better if I've had money left on the account or not even touched it. But they promised me the bonus and that's why I deposited, if that's the case that they can't do anything because there's no money on the account, then I can see them taking advantage over it and just push me there and just saying they can't do anything now that I used all the money. 

I've sent them an email regarding the issue. 3 or 4 days later I get a email saying they finished the Complaint with no answer and how many stars I would rate them. They just looked the other way, so yeah tried that also. 

So basically there have been no communication from them at all after this. Not even a single explanation. 

What a way to run a business! 

 
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