I have a very similar problem like it has being discussed in this thread so far. I tried to solve it with Joshua by mail but his last reply was, that i wouldn´t get my deposit and winnings refunded and that this was his final decision.
First of all i want to introduce myself. I am a very long time lurker here and a very long time subscriber to the Newsletter but only signed up to the forum yesterday because i waited four days to receive a reply on my first mail to Joshua and thought it would be a good idea to send him a PM. The reason i didn´t sign up before is, that i never had any problem with any casino and i played a lot - with and without bonuses. I know, that it is absolutely not optimal that my very first post at the forum is a complaint but so it is:
On 10th of May i deposited 100 Euro to the Casino by credit card. I several times attempted to download the PrimeCasino software (with Firefox and IE) but i was unsucessfull so i decided to register on the Flash Casino. I made my deposit, claimed the bonus and received it some time later. I decided to either triple my bankroll or bust so i bet my whole balance on the last third and won - after that i decided to cash out. I know, that this is the difference to the original poster and another difference is, that the money never hit my Neteller or Moneybookers account but was withhold from Prime. I understand that this may be the difference in our cases but still feel treated unfair by the casino and am very interested in other members point of view.
I really didn´t know, that to withdraw before meeting the wagering requirements would allow them to forfeit the winning made up to this point. In fact i can´t still see where their terms allow that. This is a point that really makes me angry about the whole situation - i asked Josh and also the live support several times whether this withdrawal of winnings is really in accordance to the T&C that were affective when i signed up. So far i didn´t receive an answer on it.
I would like to post a copy of the mails Joshua and i sent us to explain my point of view and his reaction better but i don´t know, whether it is in accordance with the forums rules and whether it would be OK for Joshua so i start with a mail i sent him and that i didn´t get an explicit reaction on:
Quote:
Hi Joshua,
first of all thank you for the fast reply on my second mail.
I think your decision to take away the winnings is not fair and i today still can´t see that it is in accordance with your own T&C, but besides that i want to explain you why i think it isn´t fair:
1.) I risked my own money - what would have happened if i lost, would you have refunded my original deposit too?
2.) Your software splits the money in cash balance and bonus balance. If you go to the cashier it tells you the exact sum you can withdraw and that you only would forfeit the bonus. I thought this information was right and thought i would only lose the bonus.
3.) Your bonus abuser argument: in my opinion it is OK not to process the withdrawal if it is made early - what is not OK is to take away winnings made. You could forfeit the bonus, recredit deposit and winnings to the casino account and tell the people to meet the wagering requirements. To forfeit winnings, made with own money, with money the people risked, is simply not OK.
4.) Your terms aren´t that explicit - in fact i find them to be very contradictory and you changed them recently. As i said earlier what your software says is very explicit: you can withdraw your cash balance - your bonus balance will be forfeited.
Again: i accept that you want the people to meet their obligations - but you could force that on a more balanced way. Why did you take away the winnings, why didn´t you only take away the bonus when you decided not to process the withdrawal and refunded the account?
Last point: i read the terms, but obviously i didn´t understand them correctly and as i said - what your software tells is contradictory to the terms. I made a fault, yes.
It would be fair if you would refund my account with the amount that was in there before i made the fault and let me honour your terms and conditions.
BR,
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and another mail i sent him shortly thereafter
Quote:
Hi Joshua,
could you please answer the different questions and statements i made i little bit more detailed?
And, as a small addition and to explain more detailed what i mean when i say that your terms are "contradictory":
"However, if you have opted in for the bonus, you will be unable to withdraw any amount from your account until you've either met the wagering requirements or played through the bonus."
This is in this moment still a part of your terms and i think i today would still have problems to understand them in the way you want them to be understood.
I really think it would be a matter of fairness to "restore" the situation that existed before i cashed out in good faith...
Thank you!
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I accept that my situation is different from the situation bash_2357 was in but i am still very interested in everybodys point of view - even if you don´t share mine.
Thank you!