Casino seizes my winnings because I played a game that doesn't count towards rollover

[mathilda]

A casino has removed my winnings because I have played a game (roulette) that doesn't count towards the rollover.

Here is what the terms says : 'Bets placed on Roulette, Baccarat, Craps, Pontoon and Sic Bo do not count toward the wagering requirement.'

I know that many casinos completely exclude roulette, baccarat, craps from bonus play, but when they do they make it clear and there is no such thing in this casino's terms. I have played with a bonus on games that don't count towards rollover at many places in the past and I never had a problem before.

The manager is supposed to discuss this with the accounts dept. and come back to me tomorrow, but I am worried, because they have already removed the funds from my account and the manager says that the account dept. believe they are right to do this.

I have completed the rollover on a game that counts towards it (blackjack) so at least that is not being questioned. The only thing in question is my right to play roulette.

The manager says he is in between me and the account dept. so that gives me a little hope, but I am worried nevertheless.

I know this sort of issue has come up before, but I can't find the right keywords to search for it.

[mikepipe]

Hi and welcome to the forum.
Could you please tell us the name of the casino?

btw: If it was the manager, with whom you were talking (mailing), its hard to iamgine, how he could be in between ..
He is teh one who decides, especially in situations like these.
If the whole story is as you described it, its a total blunder by the casino, not to pay your winnings (as far as you have fulfilled the wager requirements).

[vinylweatherman]

This is now so common a problem that it is best to consider the term "does not count towards WR" as being the same as "...cannot be played if you have redeemed a bonus".
It seems a little odd that the casino is taking such a hard line against Roulette, but allowing Blackjack to count.
One reson may be if you made a huge bet on Roulette, won, and moved to Blackjack to grind out WR. Pretty much every casino sees this as the maek of the bonus hunter, and know that they are unlikely to return after cashing out. They are prepared to lose players who are likely to deposit again by applying the rules to all play.
Strictly speaking, it is wrong to void winnings where the terms only state the games do not count, unless another term has also been broken.

All the obvious methods of "bonus abuse" doing the rounds on the internet are well known by the casinos, and they are happy to rid themselves of such negative value players, even by voiding winnings if they can get away with it.

This thread should have been started in the "complaints - bonus issues" section. If the casino is accredited at Casinomeister, or is a member of eCogra, it is worth submitting a complaint about the T & C not mentioning that play on Roulette will cause winnings to be voided.

If this fails, you should name the casino, so that other players can see if you have been wise in your choice and have a chance to strike a deal with the management, or whether you have picked a rogue that would have very likely looked for any excuse not to pay.

[Vesuvio]

The manager says he is in between me and the account dept. so that gives me a little hope, but I am worried nevertheless.

They're in the wrong, but any casino where the "manager" starts claiming his hands are tied by his "departments" is likely rogue (how many on-line casinos employ more than a handful of people?). It's usually just a cheap excuse for getting out of/delaying payments.

[GrandMaster]

What sort of manager is he, if he is not in charge? Next time ask to speak to the organ grinder, not the monkey.

[wangpoker]

it is probably one of playtech casinos

[mathilda]

I apologize for not coming back here sooner, but the manager kept saying he needed to speak with someone who was on sick leave for a few days.

I'm glad to report that they have agreed to pay me in full. They said they won't pay in a similar situation in the future, but it wasn't clear if they intend to amend the terms, so beware.

The casino is Betroyal, so no it's not a Playtech.

On the downside, I'll have to be patient because they are seriously backlogged on payouts. The manager said it's because of the US law, which I find unusual to say the least.

[happygobrokey]

arggghh betroyal would settle with you but not me? i had the same thing where he says accounting refused do do what he, the manager, says. retarded that! i'm still waiting for resolution on my issue. i hope this means maybe they finally have some money to pay me soon...

[Casinomeister]

Hi Mathilda,

Welcome to the forum - glad things worked out between you and Betroyal.

But before you go any further, please stop what you are doing and read the following:
http://www.casinomeister.com/casino_pick.php
http://www.casinomeister.com/casino-...fe-casinos.php
http://www.casinomeister.com/casino-...no-bonuses.php
http://www.casinomeister.com/rogue/n...ed/virtual.php
http://www.casinomeister.com/casinos.php

Following the above guidance you will probably avoid any problems in the future.

And a word of caution, never ever play any game that is mentioned as "does not count towards wagering requirements" if you are playing with bonus funds. It's too vague and can be read different ways, and many casinos will snatch your winnings if you do so. Always check before-hand and get everything in writing.

Or just don't play with bonuses.

[henryVIII]

never ever play any game that is mentioned as "does not count towards wagering requirements" if you are playing with bonus funds. It's too vague and can be read different ways, and many casinos will snatch your winnings if you do so. Always check before-hand and get everything in writing.

Personally, I dont think "does not count towards wagering requirements" is vague in the slightest ... quite explicit in fact ... and has only one meaning.

And even if it was vague ... then that is 100% the casinos fault .. they are their own written terms after all.

And I think the player did check beforehand and it was in writing. And behaved completely within their terms.

Any casino trying to "enforce" non-existent terms is fraudulent surely?