Red Dog Casino - Player complains that they didn’t receive free bonus.

I have been a loyal customer and tonight they betrayed me for the last time. I was stripped if over 19,000 in jackpots I hit on my comp points. I was told I could play them but they insisted they were attached to a promo so they took them. .Rather than keep on with them I gave in and didn't press it. I made a deposit last week and won $150 which I did receive. Ever since I have had anything won thru their missions program pretty much taken from me. I won a $10 free chip and they would not let me redeem it. Now I asked them why I couldn't take something that was offered to me and I did in fact win ....I got a generic response. I do have a screenshot and had the transcript emailed to me which I will be happy to provide. I was not even given a response on what I did to be "punished" like this. I now would like to complain about both these instances. That is not fair to do your loyal players this way....I am requesting help with this matter. This casino ranks hi but in my eyes they shouldn't rank at all. Lizzie1270.....

Dear Lizzie1270,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that we can’t penalize the casino for taking away your privilege of receiving further bonuses. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Casinos are not obligated to reward their players with bonuses and bonus privilege can be limited or revoked at any time without further notice.

In regard to your winnings accumulated from comp points, could you please provide more details?

Thank you in advance for your reply.

Best regards,

Petronela

I had played a free chip promo at red dog casino. I was in the middle of verification and I asked customer service if I could play my comp points with a balance from a free chip was still showing. I was told I could with no max cash out because they were comp points. I asked this before I played because I knew that you normally could not do so even tho there was no pending withdrawal. I hit two jackpots while I was playing those points. I spoke with chat at that point expecting to be told I could not withdraw but instead I was told to get my docs in so I could proceed. I do have emails and chat transcripts for reference. I continued to play til my docs were approved and hit another jackpot prior to verification. At one point I had $19,000 in my account. A few days later my account was verified and once again I questioned chat regarding these jackpots and was told i had nothing to worry about and to play as much as I wanted. They were point blank asked if I could withdraw and at no time did anyone tell me that I could not. I understand promo rules and this is not the first time this had happened. I had to give one up at extreme....but when I was told I could play using comp points and was told the jackpots were good , after they verified every detail on my acct, including my play history and acct balance, on the final day they had to give me the first $2500 payment I was told that I would not get my money. Not anytime during all this even when I point blank asked no one said anything. I checked my acct and there is no record of my comp points being redeemed at all. All other transactions are there. Then tonight I was stripped of every promo and bonus offered. I received$150 from them off a $20 deposit and they have basically cut me off since that point. Others will call you a skilled player and don't need free promos, but it seems to me if you win especially on a free chip with playthrough, you are punished . I will not use anymore casinos that punish their players for winning.... that's against everything I have ever been taught. I feel quite sure nothing can be done about the money they took, but maybe my experience will prepare others for the let down!! Beware players.....just because customer service tells you that something is one way, it does not make it true. Tread lightly .... I will!!!

Dear Lizzie1270,

Thank you very much for the clarification. I have checked the general bonus terms and conditions, and this is what I found:

"General Bonus Terms

...

The Customer can have only one active promotion at a time. New bonuses can only be claimed if the account balance is lower than $1.

...

Free bonuses are only available when there is no pending payout transaction bound to the Customer’s account.

Consecutive claiming of free rewards is prohibited; at least one deposit should be made in between them."

__________________________________________________________________________________________________________________________

Could you please advise how much was your active balance at the time you've converted comp points? Do I understand correctly that you have redeemed two free bonuses (free chip + comp points) without placing any real money deposit in between?

Looking forward to hearing from you.

No ma'am I did make deposits and I will gather the emails and chat transcripts I have to show that I questioned your reps regarding this very thing and was told to continue playing which I did. I will have all this to you asap.

Elizabeth M*****

You can forward any relevant communication and supporting evidence to petronela.k@casino.guru. Thank you very much in advance Lizzie1270.

Dear Lizzie1270,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.