Edit by BMR Staff: Heritage explained the communication error to the user and has credited him with his full $631. BMR will consider this case resolved unless the user has any other issues.
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Here was the promo
Saw @djefferis took advantage of this promo and saw him say $2,500 was his roll on his $250 deposit. I got confirmation of this via Heritage live chat talking to “Catalina”
Made the $250 deposit. Called into Heritage to get the bonus applied and spoke with “Carlos.” After live chatting with “Williford” post-deposit. Both informed me my rollover would be $4,996 and change.
I was upset obviously and “Carlos” could see the live chat from “Catalina” and he told me Heritage would send me back my deposit of $249 and change so it wouldn’t look like I was lied to.
I told him I had a few questions if I was going to take the bonus. I asked them if there were any restrictions on casino games I could play. He said no. I could play any games in the casino to meet my rollover and, in fact, because of the confusion Carlos said he could count sports and casino to this promo for me. He said it was just a promo to get folks interested in playing casino.
So I take the promo and get to work in the casino. Keeping track of my hand play I am playing Baccarat for about $50 or $100 per hand, and a little blackjack, on and off the rest of the afternoon. Until I reach my rollover of $4,996 and change, which is pretty easy to do playing $100 per hand baccarat.
My balance at the time was $437.50.
I even played a couple of more hands to get the balance to $480.
At that point I decide to play the $480 on the Vikings ML last night to win $151. It hits. And my balance is $631 and I put in for a payout. I texted @JDS about how I was really happy with this promo and he said he was thinking about taking advantage of it too. I even posted about me turning the promo into a $631 payout in the “Heritage 12 Days of Christmas Promo” thread I stared.
Then this morning came. I saw my payout had been canceled.
I called in and at first a rep at Heritage told me “this was a casino bonus. Because you played in sports your rollover is now $4,830.
I explained to him that I already met my casino rollover before I played sports. And and regardless Carlos told me I could play both casino and sports or obviously I wouldn’t have. The rep just got loud and told me I had only played $18 in the casino ( which were my net losses for the day in the casino out of dozens and dozens of hands - I knew he was obviously confused). I tried to reason with him but he didn’t understand or didn’t want to.
I called back later and talked to “Cecilia” who once again told me I only played $18 in the casino. This was ridiculous. She also reiterated the “you played in sports so the rollover is $4,830.” I told her what Carlos had told me the day before, and that I had played dozens and dozens of hands for over $5k in the casino before I played the single sport bet at night.
I told Cecilia please just go listed to the recording of the phone call with Carlos
She said she’d have to call Carlos, and talk to the casino (third party I think), and talk to her supervisors, and to call her back in an hour.
I did exactly this, and she said she talked to her managers and they said I would have to meet the rollover. I said I played well over $5k in the casino, why can’t they just look at hand history? She kept repeating over and over that I only played $18 and I’d have to complete the rollover and is there anything else I can help you with. Despite my trying to use logic with her. Pleading with her to check my hand history and go back and listen to my phone call with Carlos.
Cecilia said this was the decision the managers had come to. I asked to speak to a manager. She said she was the manager on duty. There were a group of managers and this was the illogical decision they had come to.
Finally, fed up, I asked her to just send me my original $250 deposit back. Letting her know I was very dissatisfied, especially since I’ve been a customer for over a decade and am down to them lifetime.
Cecilia kept repeating I have to meet the rollover.
Finally I said to just send me my $250 and close my account. She told me to send a BTC addy via email.
So we will see. Obviously very upsetting and disappointing.
---
Here was the promo
Saw @djefferis took advantage of this promo and saw him say $2,500 was his roll on his $250 deposit. I got confirmation of this via Heritage live chat talking to “Catalina”
Made the $250 deposit. Called into Heritage to get the bonus applied and spoke with “Carlos.” After live chatting with “Williford” post-deposit. Both informed me my rollover would be $4,996 and change.
I was upset obviously and “Carlos” could see the live chat from “Catalina” and he told me Heritage would send me back my deposit of $249 and change so it wouldn’t look like I was lied to.
I told him I had a few questions if I was going to take the bonus. I asked them if there were any restrictions on casino games I could play. He said no. I could play any games in the casino to meet my rollover and, in fact, because of the confusion Carlos said he could count sports and casino to this promo for me. He said it was just a promo to get folks interested in playing casino.
So I take the promo and get to work in the casino. Keeping track of my hand play I am playing Baccarat for about $50 or $100 per hand, and a little blackjack, on and off the rest of the afternoon. Until I reach my rollover of $4,996 and change, which is pretty easy to do playing $100 per hand baccarat.
My balance at the time was $437.50.
I even played a couple of more hands to get the balance to $480.
At that point I decide to play the $480 on the Vikings ML last night to win $151. It hits. And my balance is $631 and I put in for a payout. I texted @JDS about how I was really happy with this promo and he said he was thinking about taking advantage of it too. I even posted about me turning the promo into a $631 payout in the “Heritage 12 Days of Christmas Promo” thread I stared.
Then this morning came. I saw my payout had been canceled.
I called in and at first a rep at Heritage told me “this was a casino bonus. Because you played in sports your rollover is now $4,830.
I explained to him that I already met my casino rollover before I played sports. And and regardless Carlos told me I could play both casino and sports or obviously I wouldn’t have. The rep just got loud and told me I had only played $18 in the casino ( which were my net losses for the day in the casino out of dozens and dozens of hands - I knew he was obviously confused). I tried to reason with him but he didn’t understand or didn’t want to.
I called back later and talked to “Cecilia” who once again told me I only played $18 in the casino. This was ridiculous. She also reiterated the “you played in sports so the rollover is $4,830.” I told her what Carlos had told me the day before, and that I had played dozens and dozens of hands for over $5k in the casino before I played the single sport bet at night.
I told Cecilia please just go listed to the recording of the phone call with Carlos
She said she’d have to call Carlos, and talk to the casino (third party I think), and talk to her supervisors, and to call her back in an hour.
I did exactly this, and she said she talked to her managers and they said I would have to meet the rollover. I said I played well over $5k in the casino, why can’t they just look at hand history? She kept repeating over and over that I only played $18 and I’d have to complete the rollover and is there anything else I can help you with. Despite my trying to use logic with her. Pleading with her to check my hand history and go back and listen to my phone call with Carlos.
Cecilia said this was the decision the managers had come to. I asked to speak to a manager. She said she was the manager on duty. There were a group of managers and this was the illogical decision they had come to.
Finally, fed up, I asked her to just send me my original $250 deposit back. Letting her know I was very dissatisfied, especially since I’ve been a customer for over a decade and am down to them lifetime.
Cecilia kept repeating I have to meet the rollover.
Finally I said to just send me my $250 and close my account. She told me to send a BTC addy via email.
So we will see. Obviously very upsetting and disappointing.
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