Royal Vegas Online Casino review: Missing bonus spins, tournament reimbursement

QUERY TOMA2310

So I will let you know I am extremely frustrated with your service, that being said I'll be as cordial as possible.

Quick Rant

I have sent two emails with no response, got absolutely nowhere with numerous chat conversations(because they don't have the ability to do anything) no phone contact on top. It's almost impossible to actually get ahold of someone I waited in queue for hours and then, like i said, service has the ability to do absolutely nothing as i stated... just a heads up the customer service, in general, is a complete nightmare... this is a customer based platform how is there no contact?! Makes no sense. Needs a complete redo.

Rant over

My name is Babajide Anderson, I've deposited and spent upwards of $2000 in under my first month, so I feel like I should be a valued customer as I read how your whole loyalty system works, thoroughly. Between me and you, that also needs a complete revamp.

Beyond all that though I have multiple concerns but two major ones I'd like to be addressed immediately.

My first concern is with my bonuses. I lost count of how many bonus spins i havent recieved according to your promo. The promo was for "Black friday" and promised "10 mega wheel spins for every deposit" it went on to say those spins would not conflict with "daily mega wheel spins which you will still recieve"

That is what the promo said, now I'm completely aware the writing has all changed to any various game and with various amounts of spins, but that's not the point. You still must honor the original which I've stated above. When I finally reached cust service after being in queue for an hour to explain this, she then proceeded to argue with me for 25 mins about what it's been changed to! Yolanda, I believe was her name. I tried to explain numerous times what the promo said(and this is frustrating) and she instantly insinuated I mis read, lied or something I did?! I was blown away as a paying customer, the cherry on top was once I proved my point she had absolutely no ability to suffice my needs at all! So what's even the point of having customer service? To ridicule?

My 2nd complaint was about tournaments, again I've lost count of how many tournaments I've missed out on, freebies especially, because I'm not verified?! However, when I go to the verification it says you guys have all you need, which you do. Now that leaves me only 1 other option, your dreadful customer service. All that being said after being ridiculed, informed that I mis read or am lying, waiting hours in queue for all that glorious treatment. She responds to me with, it's a tech issue, you're not the only one affected and we're working on it!

That's not good enough! How are you putting up daily tourneys that have issues and only certain people have access to? More importantly, how are you reimbursing customers such as myself that have been affected!

If the "tech issues" thing is true that's a serious problem! If not, now I'm being lied to!

Freebie tourneys are one of the very FEW kickbacks you as a casino give back(wow) this casino has one of the cheapest returns by any casino I have ever played.

Now I like some of the games and I'm very particular so I choose to play, yes. Still it doesn't mean you get to do whatever you want! Changing bonuses, not addressing customer inquiries, etc. ETC.

You're daily "free spin" that you "give back" to loyal spins netted me a total of ZERO alltime, how is there 1out of 6 possible signs but I get the try again Every. Single. Time? It's not even mathematically possible. It's a joke.

Now, it would take a lot for you to keep me as customer after all this, that being said I'm invested with your disrespectful loyalty program which breaks down to spend $4000.00 get 5 coins? (WOW)

I'm 3/4 to it so now I'm going to see it through no matter how terrible the bonus ends up being.

This is the worst experience I've ever had with any online service. Please tell me what is going to be done, RESPOND, also how I get reimbursed for all the tournaments I've missed every single day since my verification.