Here's the deal:
Made deposits today with bookmaker.com with the understanding that I was eligible for 10% Bonus Play bonus with rollover.
I first deposited $250 and called for their advertised bonus. I was told the bonus was only given on deposits of $300 or greater. No problem. I then ask if I deposit additional funds to make me over the $300 limit would I be eligible for the bonus? I was told yes, that I would be eligible for the bonus in that case.
Later I deposited an additional $300. Called for the bonus and they said that it would be in my account in 20-30 minutes.
I end making another deposit of $300 and then one of $400. I call because I have been given no freeplay bonus at all. A second customer service lady reminds says that I am not eligible for the first $250 deposit and that I can only receive the Bonus Play on the other amounts where the deposit was indiviually $300 or more. I say fine and ask when the money will be in the account because I have been waiting now for some time. She says it will be in your account in 5 minutes.
Twenty minutes later I call back and ask what is going on. They explain that I have not be given any bonuses because I made a withdrawal of $2000 within the past month. The fact that I have deposited over $20,000 over the past 3 years and have made only that one $2000 withdrawal ever is irrelevant I understand.
My quarrel is that I was told, prior to depositing additional funds, that I was eligible for this bonus. I was told by two different customer service operators at two different times of the day.
I feel that if they communicated that I am eligible for a bonus if I deposit and I deposit that I should get the promised (x2) bonus.
The kicker was talking to the manager on duty. He explained his side and I explained my side and he let me know that I was not getting any bonus. That the only thing he could do was to review the tapes for disciplinary purposes, but that "you get no bonus'. I asked to speak to his manager and he told me that he was the only one who I could talk to.
I asked him his name and he told his name was Bob. Bob what i ask? "You don't need to know my last name sir, he says." How shady is that? He finally told me his name: Bob Ortega.
It's not a lot of money but I feel that I was treated unfairly. Let this be a warning to anyone dealing with bookmaker.
If Wil or anyone thinks I am right and can help then I would appreciate it. It's really just a matter of being treated fairly at this point.
I had nearly the SAME issue with them when they advertised a 25% Oktoberfest reload bonus. I was having a great run at the time, withdrawing $$ weekly. I had a live chat with one of the CS reps and she told me I had to cover the $2000 (or so) that I had withdrawn that week before I could become eligible for the 25% bonus.
So, I did it. After I had met her criteria to receive the bonus it wasn't deposited into my account. I called and I was quickly turned over to a supervisor who said I would be given no bonus because I had made X number of withdrawals recently and I would have to cover that amount of money withdrawn before I would be given the bonus as advertised and promised during live chat. I argued witht he supervisor that a CS rep had told me I had to only cover the amount of money withdrawn that week. He simply said he couldn't give me the bonus. "It would be against the rules."
Luckily I had copied and pasted the Live Chat conversation to a word file and e-mailed it to him as he requested. Suprisingly I got the $125 Bonus Play. But my god, how shady?
I felt your pain, bro.
Make the bonus criteria clear to the players and/or have the CS reps trained adequately. I don't even look twice at any advertised bonus offers.
This is the only issue I've ever had with Bookmaker. The only book I use currently.
