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I am Confused and Finally to the Point of Mad! Please help (RESOLVED)

Discussion in 'PROBLEMS - LET US TRY TO HELP' started by wyldgirl, May 22, 2014.

  1. wyldgirl

    wyldgirl WELL KNOWN MEMBER

    I have been with the Genesys Group since they were Microgaming and the recent events has me just about ready to close the accounts! Here is the chat transcripts which will explain it all.Watch for all the contradictory statements!!======================= CHAT SESSIONMegan GWelcome to the casino! How may I assist you today?Megan GHi Tina.TinaHi MeaganTinacan you please tell me when i jumped to Gold Level and when i get the bonus for it?Megan GYou currently have 12463 points, what I am reading on the system is that you will need 116037 points to move to the next Tier. However this may be incorrect as the promotions Team gives a list weekly will players who have moved on to the next Tier.Tinain my account it says Gold LevelTinaand I was SilverMegan GIf you have moved Tier this means you will be contacted next week with the bonus and sent a mail too.Tinabut i do not even know when i moved to gold and i never got any notice when i moved to silver as i had to come just like this and askMegan GYou will not get the notice now, but you will receive it next week, please give me a moment while I check with the promotions team.TinaokMegan GI might be a while, but I will be with you once I have received feedback from them. please bare with me.TinaokTinayou want to just email me?Megan GThank you so much for holding, I am from the promotions Team and their system are very slow, you can come back after a hour or I will send you a email.Tinaok just send an email pleaseMegan GWill do Tina.Tinaty======================= EMAILDear Tina,Thank you for playing at Treasure Mile Casino!!! I trust this mail finds you well.I have just received feedback regarding the Tier level promotion you were querying about and the reason you are seeing this is because there is a new loyally program that the casino is launching. All accounts have been affected by this and this will be running for the next two weeks. The information you do see there is not accurate and all accounts will be rectified by the 1st of July.I do apologize for the inconvenience caused, however your understanding in this matter will be appreciated.Should you require further assistance or information, please come through to chat live with us or give us a call on the numbers below. Best WishesMegan Good=============================== CHAT SESSIONPlease wait for an operator to respond.You are now chatting to "Mandy C"Mandy C:Welcome to the casino! How may I assist you today?Mandy C:Hi Tina.Tina:Hi MandyTina:I need a mgr pleaseMandy C:I am the Supervisor on shift Tina, how can I help you?Tina:kewlTina:eek:k i went to support today as my account says gold level and yes i have been funding in this group enough lately to have gone to gold but i get an email saying it is not Gold i can copy n paste the email content or u probably have it thereTina:anyways i am having an issue with the emailMandy C:There is no need to copy and paste Tina, we have the records in the account. What is the issue you have?Tina:i have posted on multiple forums asking if anyone else had has this issue and e1 sayd noMandy C:What is the issue you have Tina?Tina:have you read ythe email?Mandy C:Yes, I have what concerns do you have regarding the email?Tina:i do not see how my account can be the only one with the wrong level and i think i have gone upMandy C:Tina, your account is still on Gold tier and this has been done across all our casinos for all players. It is not only your account.Tina:som all players are on gold level?Tina:because at 3 forums everyone is saying they are still on their normal tierMandy C:No Tina, all player on all tiers. As explained in the email it is a new system that is being lauched the full system will be in effect from the 1st July.Tina:so what does this new system have to do with the facty i went to gold level but did not get the welcome bonus?Mandy C:Tina, not at all the casino does not improve the system based on that.Tina:what?  I do not understand your comment. I asked for my tier bonus and that email was my replyMandy C:Tina, the Gold tier bonuses will not be available until the full system has been put fully into place.Tina:that makes no sense so what if i said i am not depositing till this new system is in effect? thats why I asked what does this new system have to do with my tier level and bonus NOW?Tina:i am depositing now earning points now and going up tiers now but have to wait for my bonus?Mandy C:Tina, when you reach a new tier bonus on the old system you would have had to wait until Monday in order to receive the free bonus as that is when the Promotions Team does the credits. Unfortunately we cannot make the bonus available now as you requested but I am not saying that you will never get it. It would be understandable to stop play until it is credited if that is your decision but unfortunately this is a necessary process that has to be done and we cannot change it on our side.Tina:Today is Tuesday so it should hasve applied yesterday!Mandy C:It is Wednesday today Tina, when you moved a tier it was Tuesday on our side.Tina:eek:k here it is still tuesdfayTina:eek:h ok see now that i understandTina:so i should get it next monday?Mandy C:Until the 1st once the system has been implemented Tina.Tina:and again i am confgusedTina:i will or will not get it monday?Mandy C:You will not get it on Monday Tina because the new system will not be in full effect then. Once the full system is in effect you will receive an email regarding you loyalty tier bonus.Tina:well that is more than a month away and that is BS. Can I get this chat emailed to me so I can post for other players?Tina:NVM I copied itTina:TY for your time and my continued confusionMandy C:It is not a month away Tina, once the system is up and running you will receive your tier bonus.Tina:but it was stated that is not until July 1stMandy C:It is the 21st Today, it is only 10 days left, the Promotion Team do understand the importance of this and they will do their best to make it available.Tina:eek:k none of this sis doing anything to unconfuse me so obviously i played now but do not get the benefits that were in effect when io plasyed instead will wait till this new system is going then i will get the benefits according to that new system - so how does that make senseTina:NVM do not answer thatTina:i am going away nowMandy C:Ok Tina. Your concerns and feedback will be forwarded to the Promotion Team. Thank you for your time and enjoy the rest of your day.=========================== EMAILDear Tina, Thank you for playing at the Treasure Mile Casino. As discussed your feedback regarding the tier bonus was forwarded to the Promotion Team. They did check your account and can confirm that you new tier change was due to the new system upgrade and unfortunately due to this you will not be receiving a tier bonus as it was not earned. They have confirmed however that your loyalty points are as they were before the system change and that has not changed. We can confirm that once you have moved to the next tier which is Platinum you will receive a bonus for that provided it was earned by you. Thank you for your feedback and it is appreciated. We do apologize for the inconvenience this may have caused. We thank you for your continued support and patronage.Please do not hesitate to contact us should you have any further queries or questions, our friendly Support Team is on hand 24/7 and are more than happy to assist you with your casino query.Kind regards,  Mandy Curtis -- Edited by belgamo on Monday 26th of May 2014 03:28:05 AM
  2. wyldgirl

    wyldgirl WELL KNOWN MEMBER

    RE: I am Confused and Finally to the Point of Mad! Please help

    OMG This is Gotten SCANDALOUS here is the chat i just had with Mandy"
    Mandy C:"
    Welcome to the casino! How may I assist you today?"
    Tina:"
    Hi Mandy"
    Mandy C:"
    Hi Tina."
    Tina:"
    I just got your email regarding my tier level and this is getting rediculous"
    Tina:"
    You stasate i did not earn HGold level and will not get the bonus but when i get to the next level which ios platinum i will get that bonus If I earned it?"
    Tina:"
    How can i go to Platinum if i am not gold"
    Tina:"
    Now here is my big problem with all this 1 - i have no clue where my tier stands if i am not Gold 2 - If the roles were reversed and the casino had an issue they would use the website and terms to back them so now i am doing same - your site says actually according to all the points I have earned i should already be platinum."
    Mandy C:"
    Tina, you were move to the new Gold tier due to the system upgrade and not because you had reached on wagering as set out. As you continue to play you will earn move points and the next tier after Gold is Platinum that is what is meant by you will receive a tier bonus when you do reach that tier on your own wagering."
    Tina:"
    but you are going bu a system that is not even in effect nor have players been notified of this so by all rights the system i am playing on is what is IBN WRITING per the casino website"
    Tina:"
    and my account says i have earned over 500,000 points to date"
    Mandy C:"
    Tina, the Promotion Team stands by the upgrade it is in full affect on the casino and unfortunately your reasoning will not changed that."
    Mandy C:"
    I Can assure you your loyalty points are correct as they stand."
    Tina:"
    what do you mean it is full effect if it is in full effect then it is calculating my points and upgrade in tiers so I am Gold. Period. Either the system is in effect or it will be on July 1st which is it?"
    Tina:"
    and if I am not Gold what am I?"
    Tina:"
    and how can i go to the next tier wityhout going to gold first?"
    Mandy C:"
    It is in affect Tina, that is the reason the point structure is different, that is the reason they have called it a new loyalty program, how you earned points before and how they calculated now is completely different."
    Tina:"
    So where is the structure of this new system written so I can go see it?"
    Mandy C:"
    I will explain the new point structure to you Tina."
    Tina:"
    Explaining it does not make it Legal Ethical or Moral"
    Mandy C:"
    I will not explain it if that is how you feel Tina, Would there be anything further I could assist you with while I still have you online?"
    Tina:"
    No
  3. Mben

    Mben No Deposit Forum Admin Staff Member

    I am Confused and Finally to the Point of Mad! Please help

    Hey wyldgirl, I am seeing the new type of loyalty bonus structure in my Treasure Mile account also. I am showing that I am at the Gold level. The problem is that I can't remember if I was already Gold or not but I don't think I was. I believe I was still Silver. But what sucks is that I was just a few points away from being able to redeem $10 with the old system and now all I can redeem are 6 free spins on a pretty sucky game (imo), Age of Spartans. As far as what support is telling you, it is confusing and they have some facts wrong like the date. Mandy C:It is not a month away Tina, once the system is up and running you will receive your tier bonus.Tina:but it was stated that is not until July 1stMandy C:It is the 21st Today, it is only 10 days left, the Promotion Team do understand the importance of this and they will do their best to make it available.It was the 21st of May which makes it a month and 10 days away. But what I think happened was the first support rep said the wrong month and probably meant June 1st.And this ... huh? [​IMG]Mandy C: Tina, you were move to the new Gold tier due to the system upgrade and not because you had reached on wagering as set out . As you continue to play you will earn move points and the next tier after Gold is Platinum that is what is meant by you will receive a tier bonus when you do reach that tier on your own wagering.Mandy C: I Can assure you your loyalty points are correct as they stand .So are they saying there is a difference between being on a certain name of a tier and the amount of loyalty points collected?  I think so.Anyway, like she said ...Mandy C: Tina, the Promotion Team stands by the upgrade it is in full affect on the casino and unfortunately your reasoning will not changed that.I don't think you can fight them on this but tell me what it is that you want from them exactly.  
    Last edited by a moderator: Oct 23, 2014
  4. wyldgirl

    wyldgirl WELL KNOWN MEMBER

    RE: I am Confused and Finally to the Point of Mad! Please help

    well first let me say that here are my cashed in points since the November 25 (the date the new points system showed up)"
    25,000 - 3/13 - $10"
    25,000 - 3/28 - $10"
    25,000 - 4/12 - $10"
    25,000 - 4/23 - $10"
    25,000 - 5/19 - $10"
    that is 125,000 points cashed in just since March and I have 12,464 still left in my balance. So I very well could have gone up a tier. I have yet to see any numbers to prove I have not. And my Biggest issue with all of this is - If I take more than 1 bonus and hit a jackpot i am not gonna get paid because they are gonna fall back on the terms written on the website. That same website RIGHT NOW says i should be on Platinum big time!"
    The rules are the rules and we are held to all that is on the site so should they not also be? And I am only asking for what my account says I have coming. I deposit a lot there and if my account says i just 2 days ago went to gold then i just 2 days ago went to Gold and the Tier Welcome ACCORDING TO THE SITE is $50. "
    And if they want to lose a regular depositor over $50 then by all means keep playing word games and not proving anything."
    so you asked what do I want"
    I want no more than what my account says I am due!
  5. wyldgirl

    wyldgirl WELL KNOWN MEMBER

    RE: I am Confused and Finally to the Point of Mad! Please help

    Oh and Honestly I am not sure of anything they are saying because they continue to contradict themselves and each other."
    The system is not in full effect yet - the system is in full effect and the promotions team stands by it."
    Everyone went to gold - no everyone didn't go to gold - "
    you are on gold now but you don't get the bonus of gold
  6. wyldgirl

    wyldgirl WELL KNOWN MEMBER

    RE: I am Confused and Finally to the Point of Mad! Please help

    another quick note"
    We have been seeing the new points system in our accounts since before christmas yet the casinos have not changed anything on the sites so that we are aware of how we earn points and how we upgrade in tiers."
    How convenient for them wouldn't you say?
  7. wyldgirl

    wyldgirl WELL KNOWN MEMBER

    RE: I am Confused and Finally to the Point of Mad! Please help

    The Genesys group gave me my Tier Welcome bonus but:"
    Now ALL of my casino accounts are locked from depositing and i have been put on a Negative Database What the hell is up with that??
  8. krystalkitty

    krystalkitty Greedy Gambler

    RE: I am Confused and Finally to the Point of Mad! Please help

    Guess they don't like you making waves ! What a bunch of BS. Won't be depositing there:(
  9. wyldgirl

    wyldgirl WELL KNOWN MEMBER

    RE: I am Confused and Finally to the Point of Mad! Please help

    Oh this gets even better! "
    Genesys says they DID NOT put me on that list and funny but it is the only BOS casinos I can still deposit in all the others have me as restricted but say they don't know why??? And I am in VERY good standing at Big Dollar - Grand Prive - Villa Fortuna yet can not fund?
  10. Mben

    Mben No Deposit Forum Admin Staff Member

    RE: I am Confused and Finally to the Point of Mad! Please help

    wyldgirl, what is your log in at the Genesys group? I will ask the rep about this ... Now ALL of my casino accounts are locked from depositing and i have been put on a Negative Database What the hell is up with that?? ?Glad to see they gave you your tier welcome bonus. Not sure how they pulled that off since all their support told you it was a glitch of some sort but your persistence probably did the trick.Also, you said that all your Genesys accounts were locked from depositing but then you said this ... Genesys says they DID NOT put me on that list and funny but it is the only BOS casinos I can still deposit in .... I am a bit confused.
  11. belgamo

    belgamo No Deposit Forum Founder

    RE: I am Confused and Finally to the Point of Mad! Please help

    resolved , player was given bonus on Friday
  12. wyldgirl

    wyldgirl WELL KNOWN MEMBER

    When i said all my account were locked i meant all but Genesys.

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