Golden Reef - Cash in request refunded, struggling to get an explanation.

[Droid8]

Hi all,

[Not sure if this is in the right section, I presume it will be moved if it is not. New to online casinos, forums, etc]

I opened an account at Golden Reef Casino and recieved 100% bonus on my initial £100 deposit. I wagered through some on French Roulette, probably about £2000 worth give or take.

I ended up on £513 including the bonus. I then withdrew my cash balance (£423) as I was happy with my winnings. In the T&Cs (unless I've missed something vital) it says "A Player's cash balance may be cashed in at any time".

However this £423 has been returned to my account since and the bonus has gone. The terms state "A player may view their bonus balance, cash balance and play through requirements by visiting the Bank and selecting Withdrawal". So I went and checked and again it says I am free to withdraw my cash balance, as it said before I initiated my withdrawal.

The terms also state "If a withdrawal is refunded due to the Player not meeting the play-through requirements, then any Welcome Bonus that was removed at the time of the withdrawal will be refunded to the Player account". This has not happened so I can only assume that, as stated in the terms and on the withdrawal page, there are no wager requirements on the cash balance and it is withdrawable at anythime .

I have e-mailed the CS a couple of times and had one response that said simply, your cash in was processed 6th July.

Am I missing something vital??? I am of reasonable intelligence (but not immune from making mistakes) and I have studied the T&Cs but can't see what I am doing wrong. Can anyone help me Please???

Thanks in advance .
A.A.

[Macgyver]

Originally Posted by Droid8

I opened an account at Golden Reef Casino and recieved 100% bonus on my initial £100 deposit. I wagered through some on French Roulette, probably about £2000 worth give or take.

Am I missing something vital??? I am of reasonable intelligence (but not immune from making mistakes) and I have studied the T&Cs but can't see what I am doing wrong. Can anyone help me Please???

Well, I looked at their T&C and did you see this part of it?

Bonus amounts credited to a Player's bonus balance are subject to 50 times play through before they may be cashed in.

50x your bonus of £100 = £5000.

If all you wagered was £2000 on roulette, I can see why they returned your withdrawal to you.

[Droid8]

Hi Macgyver,

Thanks for your response.

I did see that point in the T&Cs. But that further illustrates my point (I think). I did not try and withdraw my Bonus Balance which your quote relates to, just my Cash Balance. In addition, would it not make the statement " A players cash balance may be cashed in at anytime" completely defunct if it were to mean what you say???

The two balances although combined on the casino interface are dealt with in the T&Cs as seperate entities.

Again, I think this quote further compounds my point:

"If a Player makes a withdrawal, their bonus balance is reset to zero. This means that if a Player chooses to take back the money they deposited, they will lose any bonus money they may still have remaining in their Bonus balance."

If you have to fulfil all wagering requirements on your bonus balance before you can cash in your cash balance or your bonus balance, what would be the point in including the above statement. It would be irrelevant.

Can anyone see my point??

Thanks.
A.A.

[ergopro]

You should be able to withdraw your cash balance at any time...strange...
By doing that before meeting the WR the bonus should be removed from your account and the withdrawal of the cash balance processed normally...

[Droid8]

That's exactly what I thought should happen, but it has not.

What can I do about this issue, does anyone have any suggestions??

Thanks.
A.A.

[ergopro]

Well, here might be the reason...taken straight from their promotions page...
"Player’s who accept and wager using the Welcome Bonus are required to meet the full play-through requirements before a withdrawal will be approved. Please refer to the Terms and Conditions for more details. "

[Droid8]

Right, possibly. But then it refers you to the T&Cs page. Once you go and look at that, it's back to my original point. "cash balance can be withdrawn at any time". It's all very confusing and very un concise. A number of the points just contradict one another. Surely a big organisation such as a microgaming online casino should have clear concise terms and conditions???? It's not that difficult is it???

AA

[Dirk Diggler]

This group basically try anything possible to not payout when there's ever been a bonus involved on the account.

By their terms they should either pay the cash balance, or return the bonus amount so you can fullfill the reuired wagering to convert it into cash.

I can't believe they've returned the cash balance but not the bonus balance, just typical of these lot.

I used to be a Platinum VIP here, but they constantly reversed my withdrawals claiming I needed to complete wagering on bonuses I'd lost months ago.

I thought the introduction of the new MG bonus system was supposed to stop all this crap, but not with this group it hasn't.

[Droid8]

Ah right,

Thanks Dirk,

It doens't sound good though . I thought they were really reputable, as I noted they were in the recomended casinos on the meister site.

What are my options then???

I have contacted the C/S but they haven't given me a response. If I have to continue wagering, contrary to their T&Cs, then surely they must award me my bonus back. Otherwise it just seems like a con to me, having to meet a wager requirement without a bonus.

Any more help/suggestions greatly recieved.

A.A.

[Dirk Diggler]

If you can't get anywhere with them then your next step would be lodge a dispute with ecogra:

http://www.ecogra.com/dispute.aspx?Page=1&OP=P