I got burned at Boyd (Orleans) last trip

I'm not going on a rant here but I was caught up in the verbiage of an offer that ended up costing me $250 in free play. I having been doing the Macy's gift card promotion for years but this time due to life's circumstances, I booked the offer too late to get the Macy's gift card. I settled for $250 in fp. I played the necessary 4 hours and the offer sheet indicated the fp would be loaded on your card once you satisfied the 4 hours of play. I noticed the fp was listed under "Promo" and planned to use the fp on the following Monday. After running errands in Vegas, I arrived at the Orleans at 12:15 pm to see my promo fp was gone. I marched to the VIP office and was told I needed to "claim" that fp before noon Monday or it was gone. I checked the verbiage on the offer sheet to read vague language about this "claiming of the free play before Monday noon".

Does claim mean "play it or lose it"? Why would it not sit in my promo category until I played it whenever?

I fully understand time slots to pick up a Macy's card as I have always done.

$250 fp *poof*

 

To my way of thinking, "claim" means go to the player's club desk (or kiosk) and present your card to get the FP credited to your card..

If the promo said that FP would automatically be loaded on your card, I would take it as that.

 

I've participated in several lower benefit weekend promotions at Gold Coast for 4 hours play. However, it plainly spelled out that the offer had to be claimed Friday – Sunday afternoon by a host in the high limit room. That never posed a problem, as I usually had the measly 4 hours completed before Sat. afternoon, but I would have been royally pissed if not informed and it disappeared.

I always served my time at the tables, but wondered if machine time counted as well. So, I asked the host when claiming my reward and he said it all counted; but when I asked "what if" you did one spin on a machine every 10 min. or so for 4 hours, if that would count. He didn't know.

 

So I guess those errands cost you an Extra $250 free play.

 

It sure did. *extends middle finger* ha ha

 

I always did that for the Macy's card, but of course you had to physically pick it up (card).

In my mind, the promo said this. I verified the promo balance earlier and it was there. I assumed (I know!) it would stay there until I played it off. The Orleans called the VIP manager and it is set in the software code to zero it out if not "claimed". Live and learn.

 

Well, live and learn. Sorry you had to "learn" for the whole group, but you may have saved someone some misery in the future.

 

I think the whole thing is ridiculous. The Orleans was my favorite casino for years, but now I don't feel attracted to it in spite of the good live poker. The more I read, the more I get turned off.

 

I had something similar to me happen a few years ago. Nowadays, as soon as I get the free play credited, I play it ASAP.

 

Wayyyy back you got promos on your birthday if you played XYZ. My wife did. It was loaded and we went to bed. Next day it was gone. Asked and we saw where it said “earn some extra free play on your birthday”. The next day WASN’T her birthday so yeah. It was a much cheaper lesson though, only 50$.
Also learned it depended on who waited on you at the D for SWA free play chips. It says presented within 24 hours. Some are sticklers others not so much. Gotta pay attention.

 

The sad thing is, you were in for a particular promo (one I’m very familiar with), you miss read it and tried to correct it. Why couldn’t the host (and I’m picturing which one in my head right now) could not override it, get approval from above and put the FP in your account. That is called costumer service. The cost to the casino is the same.
So now, instead, they have a pi**ed costumer, a negative thread on a social media MB, for what $250 or $0 cost the casino (since they were going to give it to you anyway).
I’ve noticed a lack of VIP Service from the Orleans Lounge in the last year and have turned our efforts towards the Gold Coast.

 

So in other words, the bean counters (who are an office five miles away and have never probably step onto the property) are running the casino….

 

I do not thing anything at Boyd goes automatically on your card. You always had to go to the rewards club to redeem your free play if staying in hotel only) AND for all promotions, even the kiosk fun little races they used to have before vegas shut down. In order to activate anything, have to go to rewards club.

 

They can reinstate it if they want to. that is just poor customer service. claimed and played through are 2 different things.

 

@Kingbarkus Just wanted to clear one thing up -- you said that the $250 freeplay was showing under "Promo"? Which means that it popped up as soon as you did your 4 hours?

So they're saying that you had to playthrough that $250 before Monday noon or it all goes away?

Did they also have an end deadline for earning your 4 hours?

I'd think they'd have language regarding claiming and redeeming. The host could definitely have extended $250 freeplay as a one-time courtesy. Even though it may go agains the promo rules, it would be advancing you out of good will.

I'm unfamiliar with how Boyd handles their promo play, but checking CET fine print on a recent promo is pretty clear -- "Gift cards, free play, or Reward Credits not redeemed by 6pm on Sunday, August 1 will be forfeited. Downloadable Free Slot Play Credit offers expire 72 hours after being deposited to the bank."


--max

 

I'm not sure if that is true. The Promo balance was $250. I swear I saw it but did not have time to play it. Just to rub it in my face they left $.01 in my Promo balance after noon Monday. Bastards! lol

 

Yes.

I'm not sure. I can't believe that would be the case. I think you have to show up to "claim" your freeplay which is stupid. I can understand about the Macy's card because they need to hand those out.

Yes, and that is written well on the documentation. They have strict pick up hours for the card. I've seen them deny people when they did not have exactly 4 hours of play. I support that rule.

I agree and that's why I went to the office Monday. To her credit, the woman called the guy that runs the promos and slot tournaments. He said the computer software erases the promo accounts after Monday noon if not claimed. He "Pontius Piloted" me. Nothing I can do. I agree with your opinion because I earned that promo with 4 hours of play.

Why not allow the customer to use the promo whenever he/she gets around to playing it off? I earned it. Why not allow its usage when I'm ready to play it.