Don’t think this warrants a new thread yet but it will probably get lost here so if someone could tell me who could I PM from the Stars staff to look into the matter.
Long version, tl;dr at the end:
I had a security token linked to my FTP account, read in the NVG merge thread that someone got a replacement bonus code for a new one, he has pasted an email that looked very legit, also FTP Michael J has actually written something regarding this matter and this probably isn’t his post I initially read meaning there are more. I link both those posts below.
Knowing this I wrote to FTP support and ask them (July 1st). I get a fast response that my email has been forwarded to the security team, no response since then. Quite honestly, at that point I wasn’t really expecting much, had they told me that I wasn’t eligible for the offer, for whatever reason, I would find that response compelling enough. I try again on 4th of July with same result, meaning no response whatsoever, except the standard “your email has been forwarded thank you for your patience”.
This is one case. Meanwhile I notice that I got a Mega Bonus offer, which I seem to have pretty much missed. I obviously feel bad about it since everyone loves free money you can splash at the tables. I write to support and they are quick to tell me that I am still fully eligible for the Mega Bonus offer on FTP for all 4 deposits.
Now, I admit this is a part where I might be at fault but if anything it is a sign that the system isn’t yet completely fool-proof, as it probably should. I have actually made my first deposit with the code using the Stars software, it went through. I waited a bit for the bonus message to show up while playing few spins, it never did. I logged in the next day and noticed in my transaction history that I have in fact received a 15$ transfer (from Stars obviously). A week has passed and I made another deposit, this time making sure I used FTP software, it also went through, which is important since if you use a wrong code it won’t let you deposit. The deposit was made almost 4 days ago but I never received any bonus money this time, I just got the tournament ticket confirming the bonus but it has since expired. Honestly, I am not sure if using different software even mattered, I am just writing this to be completely transparent, I actually have the bonus eligibility message in both softwares.
Obviously I ask support about that and kindly remind again about my token inquiry. I get another quick response that my email has been forwarded, followed up by another thank you for your patience email after a few hours. It’s been 3 days since that and I have yet to get any kind of response.
I mean no ill will towards anyone from support in particular but I think it is obvious at this point that there are some communication problems. The first line support is quick to respond but their role seems to be limited to either copy-paste some FAQ text or forwarding your inquiry further. While my problems might not be completely trivial they sure shouldn’t require weeks to answer, at least in my opinion. I understand we have a weekend now, which might matter, but at this point they gave me actually no reason to think I will ever get any kind of response.
So there’s that. Now I feel like a beggar asking for some freebies. The thing is I would have never asked for any of this had I not been given some reasons to think I was eligible for either the bonus or a token replacement. I am really exhausted bouncing off support and aside from posting here don’t really know what else to do.
Cliffs:
- FTP and Stars merged, had security token linked to FTP, read on 2+2 that someone got a free replacement
- asked support, they don’t respond, first mail on the matter sent July 1st
- meanwhile got mega bonus, second deposit goes through no reward received though
- asked support about the bonus and token (third email), still no response