Email I sent to Slots of Fortune
This email is in regards to my cnolley Slots of Fortune account. I made a $50.00 deposit on Tuesday by e-check and used the promo that gave 100% cashback
(cashback Tuesdays). After I lost my deposit and deposit bonus I went to my cashier. I had the promo 100% Cash Back Tuesdays which would have been $50.00 and a $51.00 free chip because I used e-check. I claimed the 100% cash back promo and instead of it crediting my account with $50.00 it only gave me $43.40, which is NOT 100%. I went to support as soon as I claimed the bonus. Please see chat session below. I told them about the error and they said they would have to forward it to management. They also said NOT to play my balance until I hear back from management by email. I was NOT happy with that. I had made my deposit and wanted to play my 100% cash back then and not have to wait. I also told them I had my free $51 chip for depositing by e-check and that if this was not resolved today (the 15th) my free chip would disappear from my cashier like it had in the past. They said they knew that and that management would have to take care of it. I waited for over 24
hours and my account balance was still the same and had not been adjusted and just as I said to support my free $51.00 e-check promo chip had disappeared. I went back to chat (see below) on the 16th and told them the situation. I wanted my $51.00 free chip back and my balance to be adjusted to the correct amount for the 100% cashback which would be $50.00. They said there was already a note for management and I still had to wait for a response by email.
Today is the 17th, two days and I have not heard anything from support or management. My balance is still $43.40 which should be $50.00 and my free $51.00 chip is still not added back to my cashier. I have attached two screen shots. The first one shows my $50.00 e-check deposit on the 15th and the second screen shot shows my balance in the cashier with the 100% cash back coupon being redeemed which gave me a balance of $43.40.
I am a VERY loyal depositor at your casino as you can tell by my deposit history. I am very unhappy that this is not resolved yet. I want to play my money but can't until you adjust my balance to the correct cash back amount. Plus, I want my $51.00 chip I couldn't play because you can only claim one promo at a time. I also sent this email to VIP support. I don't know if I am considered a VIP but I do get VIP deposit bonuses and like I said before I deposit regularly, usually every day or every other day. The longer I wait, the more angry I become. I understand if you are busy but this is taking too long in my opinion and a player who deposits loyally like I do should have had this resolved already.
I would appreciate if this can be taken care of today and I also think out of fairness that I was unable to play for 2 days and now 3 days I should be given an extra free chip in addition to the free $51.00 e-check chip. Check my account history and you will see I love your casino or I would not keep putting money into it. I thought I would get a little better treatment as far as support goes but this has not happened. I will check my account on and off again today to see if this error has been fixed and my free chip is back. If it isn't taken care of today, I may have to really consider my next deposit at Slots of Fortune. Customer service is just as important as deposit bonuses and so far I haven't seen wonderful customer service regarding this issue.
Like I said before, I am a loyal depositor and player at Slots of Fortune and don't want to stop playing here. If this is handled professionally and correctly I will continue to deposit. I just want what I was supposed to get with the cash back, my free $51 chip to be added back to my cashier and honestly, I feel I should receive something more for the lack of support and for not being able to play here for 3 days now. If you would like to contact me by phone I will give you my private number which I always answer XXXXXXXXX. The number attached to my account is also my home number but I do not answer it unless I know who it is. I don't give out my private number to anyone so I will answer it because no one knows this number except for a selective few.
Thanks, and I hope to get this situation rectified today. I want to play at your casino as I normally do.
Chat Session February 15th
info: All operators are currently assisting others. Thanks for your patience. You are currently placed in queue number 1. The average wait is 30seconds. An operator will be with you shortly.
info: You are now chatting with 'Chris'
Chris: Welcome to Slots of Fortune Live Support. How may I assist you?
cnolley: Hello, I deposited $50 by e-check and used the promo where you get 100% cash back
cnolley: but it only gave me 43.40 back and not 50.00 which would be 100%
Chris: May I have your Login name and email address please?
Chris: One moment please.
cnolley: I always get a free chip for using e-check and I received that correctly but the 100% cashback was credited incorrectly
Chris: Your patience is appreciated. I will be with you shortly.
cnolley: ok ty
Chris: I have reviewed the promotion but I will have to send it to be reviewed by management
Chris: as we can not adjust or check on this here at support
Chris: I will send it right
cnolley: so what do I do in the mean time?
Chris: you will be contacted via your registered email address as soon as we get a response back
cnolley: Do I play the 43.40?
cnolley: or do I have to wait?
Chris: please do not play as if you do we may not be able to do anything
Chris: yes please wait for the email
cnolley: Well, please tell management that I am a LOYAL depositor and this is not very much fun making a deposit that didn't last long at all and now I have to wait to play
cnolley: I would appreciate if they considered an extra free chip for the inconvience and error on the casinos part Chris
Chris: that will be looked into
Chris: Is there anything else I can help you with?
cnolley: I am not mad at you Chris...I know it is not your fault :-)...it's just a pain when you are ready to play and can't
Chris: yes I understand
cnolley: Will this be taken care of today? Because if it is not, I will lose my free e-check bonus of $51 that I haven't claimed yet
cnolley: If you don't claim it the same day it disapears from your cashier and I would not be happy about that
Chris: management will check on that they are aware of that to
Chris: at the end of your chat session I will be able to send the request
cnolley: okay ty Chris.....I totally trust your casino as you can see by my loyal depositing history so I will wait to here from them soon
cnolley: ty for your time. I appreciate it.
Chris: will do
Chris: thank you very much
info: Your chat transcript will be sent to xxxxxxxxxxxxxxx at the end of your chat.
Chris: Have a nice day.
Chris: Thank you for using Live Support. Should you have any future questions, please contact us again.
cnolley: yw u2 bye
Chat Session February 16th
info: All operators are currently assisting others. Thanks for your patience. You are currently placed in queue number 1. The average wait is 41seconds. An operator will be with you shortly.
info: You are now chatting with 'Eric'
cnolley: I spoke to support over 24 hours ago regarding the following issue and have not heard from anyone and it has not been resolved. I used promo yesterday that gives you 100% cashback
Eric: Welcome to Slots of Fortune Live Support. How may I assist you?
cnolley: but when i went to claim it I only got 43.40 instead of the $50 which I deposited via echeck
cnolley: I also had a $51 free chip because of my echeck deposit
Eric: May I have your Login name and email address please?
cnolley: Support said do not play the 43.40 until I hear from them. I told them if I don't get this fixed before today (yesterday) my $51 chip would be gone and it is and this is stil not fixed
cnolley: cnollley xxxxxxxxxxxxxxxx
Eric: I see it still assigned to management, I'm afraid as it's there to them we as support cannot do much until they have checked and replied
cnolley: Will you please tell them I am unhappy not hearing back from them yet and I want this fixed as soon as possible
cnolley: I am a loyal depositer and not happy with not being able to play MY money
cnolley: Plus I want my free $51 chip credited back to my cashier and I think they should be kind and give something on top of that for all the trouble
Eric: I understand however please await their reply..
cnolley: okay but please forward this to management
cnolley: I would appreciate it greatly
Eric: of course
cnolley: ty and have a great night
Eric: You are very welcome.
info: Your chat transcript will be sent to xxxxxxxxx at the end of your chat.
Maybe some of you may think I am being a baby over a few bucks but I have won money on a few bucks. I feel I am owed the correct bonus, etc. Every time I check my account and see the same balance I get angrier an angrier that is not resolved yet. I have had one other issue with this casino and didn't get it resolved by email or from the LCB casino rep
. I sent an email regarding my issue and I never got a reply back with an answer. The LCB casino rep did contact me and said they would check with management. It was never taken care of and I just said forget about it since management didn't got back to me. I know I do still pay here and I play here often and yes, I can play somewhere else but I like this place other than customer service through email when support cannot help you. If they wait much longer before contacting me I may just become a former player which like I said before would suck because I really like this casino.