Conrad, take a look at this...

[Amateur]

Conrad, what is going on here?

I recvd an email promotion from "TheCasinoUS.com". This is VERY IMPORANT!!

The email is here = http://links.mkt2953.com/servlet/Mai...zYS1&mt=1&rt=0

So, I made a deposit in my TheCasinoUS acct.

Now, the software I use doesn't have "Cashville", so I was given Free Spins on Break Da Bank Again.

I sent the email to contactus@ , but never got a reply.

Twelve hours later, I still hadn't recvd the bonus, so I went to live chat to find out why not?

I was told that the email I recvd was for my ARTHURIAN acct, not my CasinoUS acct., never mind that the Free Spins had been played in my CasinoUS acct.

Bottom line is that I was refused the bonus based on the assumption that I was supposed to figure out to use my Arthuirian acct, according to the cs rep anyway.

How many ppl figured out which casino they were supposed to use? 777Dragon? Crazy Vegas?? Maple?? etc. when none of them were mentioned in the email? Reading that email, how is a player supposed to guess they were supposed to use another account at one of the other casinos? So far as I knew, I couldn' use the other accts anymore.

If you'd like a copy of the chat log, I'll post it.

What kind of promos are your casinos sending out? And, if this is what is going on, how many players are really pissed off right now???

[Daera]

Hi Amateur,

Your link for the actual email isn't working for me. I received a similiar email from another group the other day. And I first used a different account number to log on only to find the promotion offered wasn't there. It took me a few minutes before I finally noticed this group did include the account number they wanted me to login with in the mail.... then I was fine.

It's a little confusing with all the MGS casinos merging U.S. players from several of their casinos to just one U.S. casino. They really should either close down any extra accounts we can't use, and/or make sure the emailed promotions for the U.S. casinos have the casino it's for easier to spot.

Personally, I think that since this is all so new right now, and of course players are going to be a bit confused at first, they should have just gave you the promotion they offered for Arthurian to you by honoring it in your CasinoUS account.

Why didn't you just go to Live Chat? I don't know how helpful they would have been. At least you would have had a response though.

I had some confusion like you did with Maple recently. When I wasn't happy with Live Chat's response, I emailed the chat and some feedback from me to Martin. He had it resolved and a smile on my face very quickly.

All the confusion from the merges and changes are really annoying.

[Amateur]

...

The email is here =

 
http://links.mkt2953.com/servlet/Mai...zYS1&mt=1&rt=0

...
Twelve hours later, I still hadn't recvd the bonus, so I went to live chat to find out why not?

...

Here is the Chat Log:

General Info
Chat start time Jun 13, 2010 10:19:01 AM EST
Chat end time Jun 13, 2010 10:36:20 AM EST
Duration (actual chatting time) 00:17:19
Operator Daniela
Chat Transcript
info: Please wait for a site operator to respond.
info: You are now chatting with 'Daniela'
Daniela: Welcome to the Casino Support Desk. How can I help you?
Elizabeth : Hello Daniela
Elizabeth : tccr0xxxxxxx
Daniela: Hi Elizabeth.
Elizabeth : I did not receive the 50% bonus to my acct for the promo email I recvd
Daniela: How can I assist
Elizabeth : I did recv the Free Spins though
Daniela: When did you make the deposit?
Elizabeth : yesterday morn 9:30 am my time
Elizabeth : it's 9:20 am here now
Daniela: One moment.
Elizabeth : QT
Daniela: This is generally automatically credited by the system. Please give it another couple hours and check back with us. I do apologize for the inconvenience.
Elizabeth : it's been over 24 hrs already
Elizabeth : how much longer do I have to wait?
Daniela: Yes I understand that Elizabeth, however we do not want the system to double credit it. This is if the email you received was from us offering you this promotion.
Daniela: Is there anything else that I may assist you with?
Elizabeth : it seems obvious that the "system" is not going to credit it at all!!
Elizabeth : the email says "instant" anyway
Elizabeth : go here to see the email
Elizabeth : http://links.mkt2953.com/servlet/Mai...zYS1&mt=1&rt=0
Daniela: Yes it is instant. To paste the email on chat doesn't include the date and time stamps. This is how the email is traced.
Daniela: We do appreciate your patience.
Elizabeth : I've sent the email back to you twice already
Elizabeth : an no one answered
Elizabeth : no one resolved this issue
Elizabeth : what am I to think about your casino now?
Daniela: If you were credited the spins then your email was answered Elizabeth.
Daniela: Is there anything else that I may assist you with?
Elizabeth : Daniela, YOU CREDITED THE FREE SPINS!!
Elizabeth : not the "system"
Daniela: Yes, because the spins were to be credited to a slot game that you are not able to access. Correct Elizabeth?
Elizabeth : yes
Elizabeth : all I know is that your casino is refusing to honor a promo sent to me
Elizabeth : and blaming me for the confusion
Daniela: I have requested that you please be patient and check back with us. There are thousands of players at the casino experiencing the same problem and they have been patient with the process.
Elizabeth : isn't that a sad commentary on this whole situation..."thousands of players"
Elizabeth : they may have been "patient", but how many will ever accept another promo from your casino
Daniela: Elizabeth, I have other players I need to assist as well.
Daniela: Is there anything else that I may assist you with?
Elizabeth : instead they will delete it on sight
Daniela: That's up to the players at The Casino US.
Daniela: Is there anything else that I may assist you with?
Elizabeth : I'm one of your affiliates
Daniela: For which casino?
Elizabeth : and decide who to promote based on player experience at the casino
Elizabeth : this is a telling situation
Elizabeth : gb Daniella

Hope that makes the link work for you now.

Daera, I did go to live chat - three times actually. The first time they gave me the Free Spins in my CasinoUS acct., and assured me the bonus would be credited to this acct.

The point is that players should not have to go through all this drama to figure out what the casino wants them to do.

How many of the promos did they send out? How many players were just as confused as I was?

[Conrad-Gowild Gaming]

Hi Amateur,

I have forwarded this thread to Rachael from TheCasinoUS to sort this out for
you, I have asked her to get back to you as quickly as possible and resolve this
is issue with their Client Services Manager.

[Amateur]

Conrad, your message to Rachael has been ignored.

It's now Wednesday night, and I still have not heard anything from anyone at the casino.

I have to guess that there is no intention to honor the promtion as it was presented to me in the email.

For other players, like me, who did not understand the promotion wasn't meant as it was written, it seems they have been ignored as well.

Liz

[Rachel_TheCasinoUS]

Conrad, what is going on here?

I recvd an email promotion from "TheCasinoUS.com". This is VERY IMPORANT!!

The email is here = http://links.mkt2953.com/servlet/Mai...zYS1&mt=1&rt=0

So, I made a deposit in my TheCasinoUS acct.

Now, the software I use doesn't have "Cashville", so I was given Free Spins on Break Da Bank Again.

I sent the email to contactus@ , but never got a reply.

Twelve hours later, I still hadn't recvd the bonus, so I went to live chat to find out why not?

I was told that the email I recvd was for my ARTHURIAN acct, not my CasinoUS acct., never mind that the Free Spins had been played in my CasinoUS acct.

Bottom line is that I was refused the bonus based on the assumption that I was supposed to figure out to use my Arthuirian acct, according to the cs rep anyway.

How many ppl figured out which casino they were supposed to use? 777Dragon? Crazy Vegas?? Maple?? etc. when none of them were mentioned in the email? Reading that email, how is a player supposed to guess they were supposed to use another account at one of the other casinos? So far as I knew, I couldn' use the other accts anymore.

If you'd like a copy of the chat log, I'll post it.

What kind of promos are your casinos sending out? And, if this is what is going on, how many players are really pissed off right now???

Hi Amateur,

Apologies for the late response. I did receive Conrad’s mail, however I have been off sick.
<O:p</O:p


Regarding the mail offer there seemed to be an error when the mails were sent and unfortunately the account number was excluded.

It was our intention to have this information included, it is in no way expected of the player to sniff out which account is eligible to claim the bonus on offer. The Account number will be clearly visible and stipulated to all our players from this day forward.
<O:p</O:p

It is understood that you were unaware which account to make use of, your purchase was made and we will honor that.

Please email your account details to Rachel@thecasinous.com and I will go ahead and credit the bonus.

Guys please keep all CasinoUS posts in the public forum or our CasinoUS private forum so I am able to locate queries easier. Starpartner are no longer responsible.

Regards,
Rachel
Affiliate Manager

[Amateur]

Hi Rachel,

Thanks for coming in to reply to this thread.

I've forwarded my info via PM.

I'm hoping that other players' issues will be handled expeditiously, as well. Perhaps a notice about what you said about the promo email not including the account number, and players who were not awarded the bonus should contact support.

It would be a great PR move to let players know their deposits were appreciated, and your casinos appreciate them, and want them back!

BTW, the game spedified in the email for the Free Spins, Cashville, was not available in the new software. My spins were awarded on another game, entirely.

Liz

[Rachel_TheCasinoUS]

Hi Liz,
<O:p</O:p

I would like to notify you that your bonus was credited last week.<O:p></O:p>
You are 100% correct in saying we should show our appreciation to the depositing players who were a bit confused with this mix-up of no account numbers being displayed.<O:p></O:p>
<O:p></O:p>
In the event that players did deposit using the incorrect account number these bonuses will be credited.<O:p></O:p>
Our promotions team have identified those specific players who are eligible for the match bonus and did credit accordingly.<O:p></O:p>
<O:p></O:p>
A mail did go out Monday offering the free spins on Kathmandu with 10 free extra to make good on the Cashville game not being available. This was sent to all players who received the offer in the first place.<O:p></O:p>
<O:p></O:p>
Regards,<O:p></O:p>
Rachel<O:p></O:p>

[Amateur]

Hi Rachel.

That's nice work to go above and beyond for your players. A mistake can present an opportunity for your casino to presnt themselves in the best possible light and bring good will that is invaluable.

I did receive the bonus as you said.

Thank you for your help.

Liz