Wynn Slots Contacting support?

Let them know, so they can cancel it for you and you don't incur the 25% cost.

Guessing that if you cancel, you'll be penalised 25% as per the standard terms.

 

My flights (from UK) have now been cancelled and so I have no way to get to my Wynn stay at the end of this month. I’ve emailed support via the app but it’s been a week and no reply. In the past I’ve contacted them to about other stuff and never received a reply. I’m not sure if it’s my email blocking it but nothing in junk. Or do these people just ignore a lot of mail? Is there a direct email address anyone has for them rather than the form on the page that you are diverted to?

I’m hoping they will cancel my booking without cancellation fee and more importantly that they will allow me to rebook without achieving the same level as I had a four night booking and a consecutive 3 night booking on my girlfriends account. To emulate that again I’d have to be level 5 and level 4 costing something like £1200+!

 

Mine finally got cancelled the other day, though I had received a letter from the gov asking me to isolate until mid july anyway, due to pre-existing condition.

[email protected] is the mail I receive support emails from, if you want to try mailing that, and get your GF to do the same.

I spoke to them again last week, and they said that I can rebook the same number of nights regardless of level.

 

I cancelled my 4 nights in July myself* and at present there doesn't appear to be any 25% fee to cancel.

*I got them to confirm I should do this before I did

 

Hey Marky, do you mean that they automatically gave you back all your points, or that they withheld 25%?
I finally cancelled our 2 reservations for June 7 (wife + me) yesterday after I saw that the ability to reserve rooms was opened back up. I have to go back and check, but I'm pretty sure they withheld 25%.... Also, when I try to do a reservation for October - account is now at Level 2 - it does NOT allow it, contrary to their replies saying we would be able to book regardless...I'm going to email them sometime today..

 

I think so, yes. I checked the prices and worked out the 25% and I'm pretty sure it was exactly what I paid for my 4 nights. Before it always gave you a warning that it would cost you 25% to cancel a reservation.

My understanding was that once the casino re-opened, they would allow you to book the same number of nights for a future date. I never expected to be able to book it myself, as everyone will have different VIP levels now. Almost everyone will have had 3/4 nights booked, and most of us will be L1/2 etc.

I've got to wait until I find out about HGS before I rebook, but will do it via the support when I know if I'm going in November, or December.

 

They've been telling everyone they can re-book but nobody has been able to do so. Now that Vegas and Wynn are open again, you would think they would allow the re-book but still no per recent emails that people have posted on the FB group. Call me a pessimist but I will believe it when I see it.

 

Nobody has been able to book, because the casino has been shut. It opened yesterday, lmao.

You a pessimist? Never

 

They've known they were going to re-open on the 4th for over a week now. Tell me, by what date do you think Wynn Slots should start allowing re-books?

 

Hadn't really given it much thought, maybe a few weeks after it's open, and things are running smoothly ~July 4th.

Yes, you can cancel your current reservation. If you choose to cancel your current reservation 24 hours before the check-in date, you will get a full refund of the Gems. You would be able to reschedule your booking with the same number of consecutive nights that you have originally booked regardless of your VIP restrictions in the future. Please note that we have not started the rescheduling process yet. We are working on it and it will take some time. We will get back to you as soon as there is an update regarding this. We appreciate your patience and support.

That's the exact text I got on Tuesday.

I'll use my nights up for a November trip, so I'm not in any great rush. It's unfortunate for those that are wanting to use them so soon, but it is what it is.

All I would suggest is 'keep hammering' as Cameron Hanes would say.

 

I guess July 4th is reasonable. Here is the issue right now.. most people have about 30 days left on their existing window and a lot of people are L3 because they had previously bought up to that level. A lot of us want to re-book but if the clock is ticking, we may be forced to simply book the 2 nights that the system currently allows us, rather than 3 or 4 we had previously booked. Sure would be nice if Wynn Slots wasn't dragging their feet on this, it's not as if they've been super busy or anything.

 

I know what you mean, as I checked to see if I could rebook 4 nights after cancelling, when they suggested everyone who had 4 booked, could so so. Result was as expected, that you can't book due to VIP level. Makes sense, as I presume they can't set it to allow some, and not others etc.

I would suggest anyone needing to get booked in for trips quickly just keeps mailing and asking them to do it. I know that if I can't get 4 nights for my next trip through the app, I'll reach out to Wynn directly. I know they're not directly affiliated, however, I can't imagine they'd not have someone speak to the app creators to ensure people like us that had reservations cancelled, are made whole in these circumstances.

I have no idea on the setup, or what goes on behind the scenes. For all we know, they all go laid off bar one person left to click buttons, and told to respond once a week to emails. Maybe me taking a punt to get my 4 nights first time around, and then buying some to get my 2nd lot of 4 at Xmas got me some a tick beside my name. I'm pretty sure I've never waited more than 4/5 days for a response, even when it has been gameplay related, rather than hotel/rooms.

 

So I'm taking this as a bit of positive news, positive in the sense that I received a reply from them containing something other than the canned reply. I cancelled my/wife's 2 reservations on Thursday, once I saw that the ability to book rooms was unlocked, hoping I could rebook. I thought the number of gems they refunded was too low (I was mistaken) so I emailed and asked about the gems, and how to rebook. I got the following reply:

According to our system logs, we found that you had booked a room on February 26, 2020, for 3 consecutive nights. The total Gem price before the discount was 6,900 and after you got the discount, the Gem price became 5,865 for those nights. You have cancelled your reservation on June 4, 2020, and the system automatically added 5,865 Gems to your account. Your previous Gem balance was 7,117, and after 5,865 Gems were reimbursed to your account, your Gem balance became 12,982. So everything looks good in your account, and there is nothing to worry about.

However, we have not started the process of rescheduling the reservations yet. We are working on it with the highest priority and will get back to you as soon as there are any updates related to it. We appreciate your patience and understanding.

So, they still haven't figured out how to let us rebook - although I agree with others that they've had long enough to figure it out by now - but I'm encouraged that I got an actual personalized response rather than the usual form letter. Unfortunately, I also asked if we would still be given the 15% Level 3 discount under the new booking, they didn't answer that part.

Cautiously optimistic.

 

I'd just keep replying to that every week, asking if they can rebook you yet, and if they'll apply the discount.

I'm not going to use mine until November or December if there is no HGS, but I was wondering about the discount as well, because I've got 20k gems which is what my 4 nights in November would cost with the 25% I had when I booked back along. Hope for us both that's the case, but if not I'll have to jiggle a few things.

 

Same here Marky....I’m looking at dates in October which are premium priced, so the discount is very significant for me...meantime I’ll keep plugging away at gems just in case...

 

I'm not in as much rush, as I may go in November, or December, and can't do anything until HGS is confirmed. It's like 7k gems for me if I go in November, so in the same boat.

I won a platinum @ 2.4m on Dragon Power while I was in getting my infusion on Weds for 2.4bn, which was nice. I have managed to run that up to 4bn, while boosting the end games on Hong Bao, Zombie Queen & Monkey God @ 4-5m a spin.

That gives me some back up for when I inevitably bust it playing 24m a spin one night

 

So I’ve messaged support via the form and also sent to the help@wynnslots email direct and no reply from either. Don’t know if it’s my mail not getting them for some reason (it’s happened before) but nothing in junk etc. So are you guys saying at the moment even though the hotel has reopened we can still actually just cancel ourselves and get 100% refund. And then hopefully they’re just going to be able to know who had bookings affected and find a way to let us rebook? I’m not in any rush as I won’t be rebooking now until much later in the year or more likely 2021 now but as I don’t have any written reply from them I’m worried if I go and cancel the reservations myself once it’s don’t I have no recourse

 

I'd just keep e-mailing once or twice a week until they respond to one of your e-mails. They should be able to see why you keep mailing.

I cancelled mine a couple days ago and got all my gems back. When I had to change my room before Xmas, I got a warning that I would forfeit 25% of my total, and that wasn't there this time. Appears it may have been turned off for the minute, going by DRPnVA's experience, too.

I'd probably want confirmation from them that I should cancel, before I did. Just so I was covered, in the event things went sideways.

Edit:

I'm presuming you did this as well, but I put my room booking ref from the e-mail in the subject and again in the body of my mail to them when I wanted to check about cancelling.

 

I agree with Marky...I think I would want to have a reply from them saying you can rebook at your current level before you cancel..They definitely do know when you booked and how much you ‘paid’ as evidenced from their reply to me...(which in my mind makes it even more difficult to understand why it’s taking so long reopen bookings)...
Email - every response I have gotten from them has gone to junk mail...also, make sure you are not using a work email account, many businesses email firewalls block gambling related domain names.

 

Thanks for your help guys. Finally got this response:

Now weirdly this is from emailing direct rather than using the form. However I used a different email than what I’m signed up with and never gave my membership number or booking ref or anything. Yet they seem there to have made some assumption that they seem to know my account but my gf would have to email separately so they had her player ID so they could honour that reservation too. So I’m thinking I need to mail back with my specific player ID etc and that maybe anyone else thinking of doing this may need to do the same. Alternatively like I say, they didn’t actually have my player ID yet seem to think it’s fine I go ahead and cancel and rebook another time so maybe they’re building something into the system that will see bookings cancelled with a time period and allow those people to rebook automatically.

Either way it’s promising that not all seems lost.