Hi ewhitaker,
Please accept my apologies for the difficulties you had in claiming a welcome bonus with us yesterday. Our terms and conditions do state that you must claim and receive your bonus before starting to play at the casino; however, our Support Team can exercise a certain amount of discretion in this area. Unfortunately, this appears not to have happened in your case, depsite this being a genuine mistake on your behalf.
In the vast majority of cases, emails to our Player Support Centre are replied to within 15 minutes, and requests via Live Chat are handled immediately, so there is only a very short delay between you requesting a bonus and the chips being credited to your account.
The email which you received today was a reminder to claim the Monthly Match Bonus for this month, not a Welcome Bonus.
I have spoken with Pat Harrision, our Operations Director, and he has this morning credited your account with your Slots Bonus for you to enjoy at the casino.
We do pride ourselves on providing the highest levels of customer service, and again I can only apologise that you feel we have let you down on this occasion. I hope you will go on to discover why so many CAP members rate us highly for our levels of service!
If any CAP members have any queries at all about 32Red, please feel free to PM Lee or myself at any time.
Cheers,
Kate