Drake Casino - Player reports issues with promotional offers.

This complaint relates to a promotional email I received. While the actual value of the promotion is not much, it is the principle behind it that is important. If there is a discrepancy in the promotion, then they should correct it or explain to me why it is not working. This is the second time they have failed to honor their promotional offer. After letting the first one slide, it occurred again. In addition, I did not have a very positive experience with the representative. As opposed to trying to assist me, he focused on the promotional offers I had claimed. The promotion is the result of the deposits I have made, which he fails to recognize.

Drake Casino sent me a daily spins promo on 10/23/23. There is a limit of five consecutive days in which I can claim the Daily Spins, then I will be required to make a deposit. The spins themselves have a total of 5 spins and a choice of 3 games. Today is day number 5 and upon claiming the bonus, I received a reply stating that the bonus has been added to my account. In the actual game, it does not appear to have been credited, but appears in my transaction history. I contacted customer service via chat, but he was not able to assist me. Despite my efforts to explain to him that the bonus appears on my transaction history as if I had used it, he simply ignored my explanations.

Dear pharmalpn,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Drake Casino.

I checked your chat transcript with the casino representative and it seems that you were informed that aside from the consecutive free bonuses you redeemed 2 other no-deposit bonuses totaling more than 5 allowed in between deposits in the casino. This was seemingly detected by the system of the casino and therefore your free spins weren't credited.

Please understand that we are unable to compel casinos to provide you with bonuses. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their promotional offers without prior notification. We do not intervene in these matters and allow casinos to make their own decisions regarding who receives bonuses or loyalty rewards and who does not.

Please let me know if I overlooked any information, otherwise, I'll close your complaint. Thank you very much in advance for your reply.

Best regards,

Tomas

There is a total value of $2.00 associated with the spins. The issue is one of integrity and accountability. I want them to be aware of their error. As players, we are obliged to abide by strict rules or our account will be banned, so we should be able to expect the same from them.

According to the agent, I have accepted a number of other bonuses. He did not put me on hold so he could review my account properly; therefore, he is incorrect about the bonuses. I only have one other bonus that has nothing to do with the other. In this case, it was for being upgraded to a diamond level. I am attaching additional documents that include the terms of the daily dose bonus and a complete history of my transactions for the month of October that begins on October 17. Thank you.

Thanks for your response and for providing more details regarding the case.

Since your last deposit was on October 18th, it seems the bonuses that were added to your account were

1. level upgrade to diamond 40% bonus
2. loyalty cash
3. 2x rebates
4. 3x daily spins

Again it seems the limit was reached for 5 no deposit bonuses in a row or other limitations on awarding bonuses.

Keep in mind casinos might limit your eligibility for no-deposit bonuses. You were correct to contact casino support in order to inquire about bonus availability, however, it was explained to you that you were not eligible for any further bonuses.

Please let me know if I overlooked information, otherwise, I'll close the complaint as unjustified.

You can proceed to close this out as unfounded after I provide you with a couple more facts. There is no doubt that Drake Casino has a standard set of terms and conditions. As an example, only two free spins are allowed between deposits; however, there is a caveat to not only that rule but many of them, which state, "Unless otherwise stated in the terms of the specific promotion". It is important to note that the daily dose promotion did not only have its own terms, but they stipulated that only five daily spins could be claimed in a row. This does not imply that only five free chips or five bonuses can be claimed in a row; it specifically mentions five daily spins. I work as a contract analyst and I have to read each contract several times because a single word can make all the difference. There is no doubt in my mind that I am more knowledgeable about their terms than they are. Anyway, I would like to thank you for giving me the opportunity to highlight certain points.

We’ll proceed to reject this complaint as per the player’s explicit request.

Thanks for your insight on the issue. We are sorry we could not be of more help on this occasion, pharmalpn. Even though we weren't able to assist you in this case, please do not hesitate to contact us in the future if you run into issues with any online casino.