Welcome Bonus not credited?!? (resolved)

**setete** · 2 August 2014, 4:10 pm

Hi,

I was contacted by the membership service rembrandt casino to offer me to let them promote their casino on my site.

I contact the person affiliate service before explaining to promote their casino and to offer my players, I always test the casino to make me notice.

I signed up, I saw that offered a 100% bonus on first deposit.
I click deposit but I do not see the offer 100% on my account.
I click the online chat, but it is still offline.
So I guess the first deposit bonus is credited automatically.
I made the deposit, and I notice that the bonus is not credited, so I sent several emails to the support service in affiliate served.
I get no response within one hour, so I decided to play.

I just received an email 6 hours after my deposit, what shocks me is that it is already written in advance.
Here's the email I received:

You have not yet activated your welcome bonus. Therefore it was not acknowledged yet.
First I will explain how to activate a bonus:
upon your deposit on the cashier pages you'll see (in bright orange), just above the field where you enter the amount of your deposit, what bonuses are currently active on your account. There you can mark the bonus you'd like to be activated with your deposit. So next time you know.

Because you are new at ours, and have to get accustomed, I can agree upon the following with you.

You have played, so I cannot acknowledge the bonus to you now, because it is a deposit and not a cash back bonus. What I can do though is offer you the deal to receive a welcome bonus with your next deposit.

If you make this deposit now, we can do the necessary arrangements right away, otherwise we make a note in your players account, for my colleagues. And the bonus will be placed than in the cashier for your end so you are able to select it than.

Let us know if you have more questions, we are happy to help you!

Sincerely,
Susanne
Rembrandt Players support
casinolive-support

I wonder if they have a lot of problem with the first deposit, the bonus will not be credited pourqu'il have an answer all prepared in advance

**universal4** · 3 August 2014, 12:16 am

I would not be so quick as to say the bonus is false, since you did play your deposit before the bonus was credited.

Maybe they need to make it more obvious how to claim the bonus before players start to play.

Rick
Universal4

**setete** · 3 August 2014, 3:28 am

The problem is that it was not in the list of bonuses to select just before making the deposit.
So he put not receive the welcome bonus.
After I sent an email to support, and the manager to ask why it is not in the list.
I received a response five hours later, you think players who have deposited will wait hours to play.
normally have when files have wants to play immediately and not several hours.
In addition, the casino offers a live chat icon, he is all the time offline.
If the chat was available, I think the problem was would rule within minutes following

RembrandtCasino · 4 August 2014, 8:07 am

Dear Setete,

Thank you for your contribution,

and Rick / Universal, thank you for your explanations. It is actually indeed like your said. On the moment a player makes a deposit and goes to the payment page, the system will check which bonuses are available for that person, and will show it to the player in the cashier.

We offer the player here a choice, if and with which bonus, the player would like to play.

I would not understand why we would be accused instantly of offering a false bonus, as this is the way it is

I assume you have missed this option, and as you already made a deposit ( and our 100% welcome bonus is only being offered on a first deposit) it did not show on your second deposit attempt. I have contacted support, and they made the bonus available for you again.
If you would not have played the first deposit, you would have been granted the bonus as well manually, as explained by the support team.Live chat is btw open for at least 8 hours a day; our support team work in shifts for answering chat enquiries.

For any other questions, please contact me over skype - rembrandt.affiliates so we can discuss all questions you might have referred to player related issues. Just ping me on skype, and I will be more than happy to explain items to you,

kind regards Oliver

**setete** · 4 August 2014, 8:23 am

Hi Oliver,

I change the title of the post.
When I made my first deposit, this is what I was proposed:

Now you ask your service to the bonus here is what I have now.

How can I ask if the welcome bonus is not present in my account.
In addition, your online chat service. is still not available.

Best Regards
Julien

**setete** · 5 August 2014, 12:33 pm

After several exchanges the problem has been resolved by oliver today.

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