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
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.Tinak here it is still tuesdfayTinah 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.Tinak 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
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.Tinak here it is still tuesdfayTinah 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.Tinak 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
