Casino rep Winlegends; read this and tell me its ' not a template like answer (an answer good for all)

[Jeanke08]

I made a review about WinLegends, with a direct accusation which I can and will prove about the FS and their answer is one that 's I call F key answers...clearly.

So underneath:

1. my review

2. WinLegends answer

3. Prntscrn about the offer I was talking about

4. Live chat transcript

5.Their -again- template like answers F Key'd

 

1. See first prntscrn at the bottom of the topic

 

2.See second prntscrn at the bottom of the topic

 

3.See third prntscrn at the bottom of the topic

 

4.

Chat on winlegends.com   Conversation started on : Thursday, February 16, 2023, at 10:45 (GMT+0)
[11:05]	WL_JANDUCHAU: Name: : janduchau <REMOVED> Department: : English Department
[11:05]	WinLegends: Welcome to WinLegends! Please clarify how we can help you? Due to the heavy workload on Live Chat, it may take several minutes to respond. We apologize for the inconvenience caused.
[11:06]	Arina has joined the conversation
[11:07]	WL_JANDUCHAU: hello
[11:07]	Arina: Hello, how can I help you?
[11:08]	WL_JANDUCHAU: well, I took advantage of that TOP Package N°3
[11:08]	WL_JANDUCHAU: the terms stated that the free spins would be given in one time if the number didn't exceed 60
[11:09]	WL_JANDUCHAU: as it is to the exact number 60FS I didn't expect 30FS
[11:09]	Arina: A few minutes please. I check the information.
[11:15]	Arina: In this bonus, you get free spins in 2 stages, the first part after the deposit, the remaining after 24 hours.
[11:15]	WL_JANDUCHAU: 5. If the number of free spins exceeds 60, they are credited in 2 stages, 24 hours apart after the activation of the bonus.
[11:16]	WL_JANDUCHAU: does 60 exceed 60 mathematically?
[11:16]	WL_JANDUCHAU: 61 exceeds
[11:17]	Arina: A few minutes please. I check the information.
[11:20]	Arina: If the number of fs would be 50 or 55 or let's say 59, you would get them right away, but the number of free spins is 60, which means that they will be divided into 2 parts.
[11:23]	WL_JANDUCHAU: you do know you are twisting your own terms telling me this, I could easily contact the certified instances for this mis-information.
[11:23]	WL_JANDUCHAU: when you advertise something you have to keep your promised goods and deliver
[11:24]	WL_JANDUCHAU: otherwise it's considered false marketing
[11:24]	WL_JANDUCHAU: with the intent of luring consumers to deposit
[11:25]	WL_JANDUCHAU: i would not have deposited if it stated that the amount would be given over two days
[11:26]	WL_JANDUCHAU: one of my previous places I played had the same construction with FS and I hated it
[11:26]	WL_JANDUCHAU: even so that I asked to delete my account there
[11:28]	Arina: Unfortunately, this rule applies to all players of our casino.
[11:28]	WL_JANDUCHAU: there is no such rule stated!
[11:32]	WL_JANDUCHAU: If something exceeds a particular amount or number, it is greater or larger than that amount or number.
[11:33]	Arina: If the amount is 60 free spins, they automatically fall under this rule and are divided into 2 parts.
[11:36]	WL_JANDUCHAU: I believe that you believe that and that it was intended this way from the start but you readable for all players and non players in printed incorrect
[11:37]	WL_JANDUCHAU: the terms associated with the bonus, rreadable for all can not justify what you are doing
[11:38]	Arina: Unfortunately, technical support cannot influence this, we will send the request to our administration for consideration.
[11:43]	WL_JANDUCHAU: thx 4 your time...I know you're only a support agent with limited possibilities and a list of standard answers
[11:44]	Arina: We are a live live chat, just unfortunately we cannot influence the moments associated with the game or getting bonuses, since all the rules apply to all players.
[11:45]	WL_JANDUCHAU: I'll think about bringing this to light because and pardon my French this is plain non compliance with your own terms, hence false marketing
[11:46]	WL_JANDUCHAU: you've been a help to your abilities
[11:46]	WL_JANDUCHAU: thx again
[11:46]	Visitor 'like' this conversation
[11:46]	Arina: Have a good day. If you have any questions or difficulties, please contact our online casino chat.
[11:46]	Arina has left the conversation

5. E-mail (My emain first)

See fourth prntscrn at the bottom of the topic as their answer

 

Hello,

 

I'm a rather new player @ Winlegends.

Made deposit 1 to 3 and today I chose a reload bonus, more specific Package N°3.

30 % and 60 FS on Pragmatic's Gates Of Olympus.

 

The Terms for this specific bonus state:

• If the number of free spins exceeds 60, they are credited in 2 stages, 24 hours apart after the activation of the bonus. 

To my surprise I received only 30FS.

I contacted live support about this and got what I can only consider scripted answers.

 

The fact remains that Winlegends advertises this bonus package with specific terms added.

With my deposit of €50 I'm eligble to 30% and 60FS.

Not 61 FS which would exceed 60FS, hence NOT applicable to be credited in 2 stages.

So after bringing this to light via live chat and still get answers like;

• If the number of fs would be 50 or 55 or let's say 59, you would get them right away, but the number of free spins is 60, which means that they will be divided into 2 parts
• If the amount is 60 free spins, they automatically fall under this rule and are divided into 2 parts. 

I'm baffled!

This is not only false marketing with intent of luring depositors, it was handled as a non-event by an employee.

 

If Winlegends' affiliates, various gambling regulator/authorities and The European Consumer Centre would be contacted about this, I wonder about their point of view.

 

From my point of view I was misled, it's that simple and I demand a return of my funds.

Depending on the answer, I'll decide my future @ Winlegends.

 

Concepts like Fairness, Transparency and abiding, not abusing one's own terms must be applied.

 

I'm looking forward to your answer.

 

Yours truly.

With kind regards,

Jan Duchau

________________________________________

 

Now I would like your pov's and especially one from the casnio management itself.

After seeing this, looking deeper into all Altacore N.V. group casino's (remember iWild guys) and their lack of really adressing customer complaints.

These casino's should be blacklisted. (you can delete this last line if I'm going to far with my statement)

 

[cocopop3011]

This in my opinion is the very fine line of advertising! 

In my opinion, I would agree that 60 would mean more than 60, so from 61 onwards. 

However, were there specific bonus terms for this set of free spins? Or does the casino have overall bonus terms and conditions? 

If there were specific terms only for this set of free spins, then it should have categorically been stated there that you would receive them in two batches.  

But yeah, it's almost like a loop hole in advertising. 

[Afi4wins]

Usually, free spins are stated as given at 20 free spins per day, over 5 days, or at every 24 hours intervals, for example. Winlegends' offer should have been stated as 30 free spins over 2 days, or alternatively, would be given all 60 free spins in one go.

Casinos like, or prefer, to use all kinds of misleading words and terms to confuse their customers, and I have seen and been through numerous of them so far. Sickening!

[Blackjax]

This is why I always confirm all details of welcome pack before signing up on the casino. I have been gambling for now more than 8 years and to this day everytime I decide to sign up at the casino I ask if bonus can be claimed my players from my region, e wallet accepted or not, if bonus and real balance kept separate, how many spins in package and maximum cashout from them. Casinos can interpret terms to their own benefit and this is why these questions and their answers in live chat can be used during filing a complaint.

In your case @jan duchau the whole thing is in grey area and casino is  interpreting terms to suit themselves. Maybe you should have asked about the package before making deposit.

[cocopop3011]

Yep I agree guys. If I was taking this bonus myself I would have fully expected the casino to give me them in two batches, it’s not the first time we’ve seen casinos use such loop holes. 

[Blackjax]

I can never forget Kayenne's 1 cent 100 spins on marsbet. Brother was robbed.

[Jeanke08]

What's the loophole or why call this situation a grey area when it is so clear?

Underneath is a prntscrn of the same bonus I took...if you check the address bar you'll notice a small change there but the content is still unchanged.

And to clarify; the answer I got through e-mail addressing this contradicts not even those specific terms attached to the promotion and the answer I received through live chat.

They speak of three parts.

Their statement that the promotion is in accordance with their general rules of bonuses just plainly makes this some sort of amalgam this way.

On the page of their Bonus Terms we read amongst others:

5. You cannot activate previously unused bonuses after a withdrawal request.

11. Players can only have one active bonus, at any one time. Our deposit bonuses are not cumulative.

14. The casino has the right to cancel all bonuses and winnings, as well as to confiscate all money from the account if they were received in an unfair way or in violation of the rules.

So If I activate the 30% together with 60, 30 or 15 FS, this means I'm violation of the rules.

OR

I activate my 60, 30 or 15 FS before applying the extra %, all other bonuses are deleted and you have to be very, very sound of mind that the amount you wish to withdraw doesn't exceed a max amount (which iWild enforced/enforces and they are from Altacore N.V. so...I'm just saying)

PS: If I knew I could hold them liable in some way for false advertising, I would bet on that and hire a lawyer but with Curacao casino's THERE IS ABSOLUTELY NO WAY, I checked the legal aspects from every side (having worked in marketing myself) and it's impossible and they know that. How the ***** can someone trust Curacao casino's if that's the case?

[Blackjax]

Its not clear. It says more than 60 spins would be paid in two sets. That could be interpreted in two ways. The casino and you have done that. You can go ahead and file a case through AGCCS and I know you will lose. Your mistake was that you didn't contact live chat and ask them how the free spins were going to be added. 

[cocopop3011]

On 2/22/2023 at 9:07 PM, jan duchau said:

What's the loophole or why call this situation a grey area when it is so clear?

Underneath is a prntscrn of the same bonus I took...if you check the address bar you'll notice a small change there but the content is still unchanged.

And to clarify; the answer I got through e-mail addressing this contradicts not even those specific terms attached to the promotion and the answer I received through live chat.

They speak of three parts.

Their statement that the promotion is in accordance with their general rules of bonuses just plainly makes this some sort of amalgam this way.

On the page of their Bonus Terms we read amongst others:

5. You cannot activate previously unused bonuses after a withdrawal request.

11. Players can only have one active bonus, at any one time. Our deposit bonuses are not cumulative.

14. The casino has the right to cancel all bonuses and winnings, as well as to confiscate all money from the account if they were received in an unfair way or in violation of the rules.

So If I activate the 30% together with 60, 30 or 15 FS, this means I'm violation of the rules.

OR

I activate my 60, 30 or 15 FS before applying the extra %, all other bonuses are deleted and you have to be very, very sound of mind that the amount you wish to withdraw doesn't exceed a max amount (which iWild enforced/enforces and they are from Altacore N.V. so...I'm just saying)

PS: If I knew I could Hold them liable in some way for false advertising, I would bet on that and hire a lawyer but with Curacao casino's THERE IS ABSOLUTELY NO WAY, I checked the legal aspects from every side (having worked in marketing myself) and it's impossible and they know that. How the ***** can someone trust Curacao casino's if that's the case?

You know I'm interested to see what the AGCCS team think of this situation. Can you leave this with me until Monday, and I will chat to them?

[Jeanke08]

Sure, go right ahead..

[cocopop3011]

@jan duchau Please can you tell me if you have used the free spins already? 

[cocopop3011]

@jan duchau I am on the casino for you. Leave this with me today and I will let you know if I get an update. Please do not close your casino account.

[Jeanke08]

6 hours ago, cocopop3011 said:

@jan duchau I am on the casino for you. Leave this with me today and I will let you know if I get an update. Please do not close your casino account.

I didn't delete my account there yet, and surprise surprise I still have the last part of the free spins, part 3 - 15 spins, available in my account.

Tell them they can shove them where the sunlight don't shine and shred my account and documents from their servers immediately (after you are done )

[cocopop3011]

14 hours ago, jan duchau said:

I didn't delete my account there yet, and surprise surprise I still have the last part of the free spins, part 3 - 15 spins, available in my account.

Tell them they can shove them where the sunlight don't shine and shred my account and documents from their servers immediately (after you are done )

Okay please don’t use the spins right now. I’m hoping to have a casino rep with us soon. 

[Jeanke08]

Will do pops

[QuinnWinters]

Hey there. It's important to read through the specific terms and conditions for that promotion. If they didn't mention that the spins would be split into two batches, then I can see why you would feel misled. As for the fine line of advertising, I think it's important for casinos to be 슬롯안전한사이트 ( https://hoffmanblog.org ) and upfront about their promotions. It can be tricky to strike a balance between making an offer sound attractive and not misleading potential customers. Anyway, keep us updated.

[Afi4wins]

On 3/1/2023 at 2:27 AM, jan duchau said:

Will do pops

Will do pops??? 

Will do ma'am! 

[cocopop3011]

I'm still waiting to hear on this guys, but I have just chased it.

[Jeanke08]

5 hours ago, cocopop3011 said:

I'm still waiting to hear on this guys, but I have just chased it.

Okay ma'am or will dearest coco suffice...the pops thing seemed nice, not so now I come to know you're a female*

* Don't want to make anymore mistakes using ma'am, miss, misses, milady, woman, your highness*

[cocopop3011]

5 hours ago, jan duchau said:

Okay ma'am or will dearest coco suffice...the pops thing seemed nice, not so now I come to know you're a female*

* Don't want to make anymore mistakes using ma'am, miss, misses, milady, woman, your highness*

Haha don't worry, EVERY new member makes this same mistake 

[Jeanke08]

Highly inappropriate !

[CharlesClark]

This is cool

 

[pinnit2015]

What is it with these bots etc all having their full name as profile names ?

Though, to be fair to Charles Clark (neither of which i imagine are their real name), they've been botting since 2020 - quite the achievement 

[Fiekie247]

12 hours ago, pinnit2015 said:

What is it with these bots etc all having their full name as profile names ?

Though, to be fair to Charles Clark (neither of which i imagine are their real name), they've been botting since 2020 - quite the achievement 

Charles Clark - it just sounds wrong tbh!

[pinnit2015]

I think Clark Kent is more plausible of being a member here