Sun Vegas Casino free play bsh*t

[Rodz]

Hello

I didn't lost anything here but I wasted a lot of time trying to get the bonus from free play. I won $200 and made the qualifying deposit to claim it.

Later I was told that I can't receive this bonus because I already used free play on their sister casino - Maple.

Well, there's no info on the website saying I can't use it again...

Here are the T&C for the free play:
http://www.sunvegascasino.com/freeplay.asp

19. Players who have redeemed this promotion or the Free Play Promotion at any other Vegas Partner Lounge casino offering the promotion, will be required to make a deposit at a sister casino before participating a second time.

But they keep saying I can't receive the bonus because of the terms here:
http://www.sunvegascasino.com/promoterms.asp

9. Terms And Conditions Applicable To 150% Bonus On First Purchases

* Bonus only given on initial deposit.
* Bonus up to a maximum of $60 will be given.
* Offer applicable only to new real players.
* This offer is valid at Sun Vegas Casino only
* Additional ongoing 10% / 15% bonuses will not be credited on your initial match-deposit
* Purchase bonuses are credited automatically to the players account within 5-8 hours.
* Minimum wager requirements apply.
* Any cashin request before the minimum wagering requirements are fulfilled in full (as defined above in point 2) will result in the bonus being removed and/or your cash-in will be token refunded to your casino account.
* Once a player has claimed the First Deposit/ Match Bonus promotion at this casino, he/she in ineligible to claim it at any other Vegas Partner Lounge Casino.(Unless Invited)

The thing is, these terms are dedicated for 150% match deposit bonus, not the free play...

I hate it when casinos don't respect their own T&C. I don't even want that bonus anymore. I just don't want them to treat me like an idiot.

Cheers,
Marcin


I've attached some chat logs below:

Please wait for a site operator to respond.
All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
You are now chatting with 'Karl'
Karl: Welcome to the Casino Support Desk. How can I help you?
Marcin: Hello
Marcin: I won $200 on free play and I was told that I can't receive the bonus because I played free play on Maple Casino
Karl: how are you and how can i help?
Marcin: there's nothing on the website saying I can't claim free play after playing another casino
Karl: Yes you can only take advantage of one freeplay bonus at casinos within the same group
Marcin: where is that stated in T&C?
Karl: Did you successfully complete the freeplay
Marcin: yes
Marcin: it said I won $200
Marcin: and it will be credited shortly
Marcin: I've received some $6 bonus instead
Karl: this is because you have recievd the initial match bonus on another casino within the group
Marcin: ok, but where is it stated that I can't receive free play bonus in SVC after I received one in Maple?
Marcin: I didn't know that when I played free play and made my deposit to receive the bonus
Karl: refer to the terms and condition of the promotion
Marcin: I have refered and there's not a single word about that
Marcin: http://www.sunvegascasino.com/freeplay.asp?banner_tag=
Marcin: 16. Players who claim the winnings this Free Play Promotion will be unable to claim the Initial Match Bonus. 17. All promotions can only be claimed once per person, household, family, household address, email address, credit card number, or shared computer environment such as a library, workplace, fraternity, university or school.
Marcin: that's all
Karl: All promotions can only be claimed once per person
Marcin: ok, you say this now
Marcin: but it needs to be stated on the website
Marcin: right now you can say that players with names starting with M can't receive any promotions
Karl: Is there anything else that I may assist you with?
Marcin: yes, please quote a text from terms and conditions from your website saying I cannot receive free plpay bonus after playing in other casino
Karl: You have already done that
Karl: If you have further queres pleasecsend us an email
Marcin: yes, but it says I cannot receive match bonus if I claimed free play
Karl: Queries
Marcin: and it refers to this casino, I can't claim 2 bonuses in 1 casino
Karl: Part of the freeplay bonus is initial match bonus
Marcin: ok, so I can't ever claim it?
Marcin: I have to choose
Marcin: free play or 150% bonus
Karl: Unfortunately not
Marcin: that's what this term says
Marcin: " Players you accept the hour of free play promotion cannot claim the 150% Match Bonus – and subsequently those that claim the 150% Match Bonus cannot claim the hour of free play promotion. Players who do NOT claim any winnings from their hour of free play will qualify for our 150% Match Bonus. "
Marcin: this is about this particular casino
Marcin: I can claim one of the bonuses
Marcin: I want a quote saying I can't receive free play bonus after I played in another casino
Karl: You cannot claim it unless we had invited you to play
Marcin: I don't want you to say that, I want a quote from terms & conditions
Marcin: there is no such term on the website, right?
Karl: One moment while I check my records please.
Marcin: ok
Karl: have you made a second deposit at Maple casino?
Marcin: no
Karl: Marcin
Karl: Clause 19 freeplay bonus terms and conditions.
Karl: Players who have redeemed this promotion or the Free Play Promotion at any other Vegas Partner Lounge casino offering the promotion, will be required to make a deposit at a sister casino before participating a second time.
Marcin: is this a new term?
Karl: No
Marcin: so I need to make a deposit at maple first?
Karl: Yes
Karl: That is correct
Marcin: ok
Marcin: and then I'll receive the free play bonus?
Marcin: ok, I've made a second deposit at Maple
Karl: It will come throughin our system after 45 minutes.
Karl: Please get back to us then
Marcin: ok, thanks
Marcin: good bye

-----------------------------



Please wait for a site operator to respond.
You are now chatting with 'Marista'
Marista: Welcome to the Casino Support Desk. How can I help you?
Marcin: Hello
Marcin: I was told to contact support after making a deposit in Maple casino
Marista: Good day Marcin.
Marcin: I had to make a second deposit in Maple to receive free play bonus in Sun Vegas
Marista: That doesn't sound quite right Marcin. If you play at Sun Vegas a deposit is required at Sun Vegas Casino and not at Maple Casino or visa versa.
Marcin: yes I know, I've made a deposit in Sun Vegas
Marcin: but there's a rule:
Marcin: 19. Players who have redeemed this promotion or the Free Play Promotion at any other Vegas Partner Lounge casino offering the promotion, will be required to make a deposit at a sister casino before participating a second time.
Marista: Please could you tell me which of our websites you are on?
Marcin: http://www.sunvegascasino.com/freeplay.asp?banner_tag=
Marista: One moment while I check my records please.
Marista: Please refer to point number 9 in our Promotional Terms and Conditions:
Marista: Once a player has claimed the First Deposit/ Match Bonus promotion at this casino, he/she in ineligible to claim it at any other Vegas Partner Lounge Casino.(Unless Invited) ...
Marcin: these are the terms for 150% deposit bonus
Marista: Players may claim the bonus only once on any one casino in our casino group.\
Marista: As well as the Initial Match bonus.
Marcin: yes, but not for free play bonus
Marcin: it's claerly stated here:
Marcin: "19. Players who have redeemed this promotion or the Free Play Promotion at any other Vegas Partner Lounge casino offering the promotion, will be required to make a deposit at a sister casino before participating a second time."
Marcin: I just need to deposit and I can participate in another casino
Marista: Marcin, our casino permits one match per player per casino group only. The 150% match bonus and the free spins bonus are bound under the same terms and players will not be able to claim either bonus twice.
Marcin: have you read what I've pasted above?
Marista: Marcin, I have read what you pasted above. Please refer to point 9 in our PROMOTIONAL TERMS AND CONDITIONS as I have pasted above:
Marista: Once a player has claimed the First Deposit/ Match Bonus promotion at this casino, he/she in ineligible to claim it at any other Vegas Partner Lounge Casino.(Unless Invited) ...
Marista:
Marcin: can you see the paragraph title?
Marcin: 9. Terms And Conditions Applicable To 150% Bonus On First Purchases
Marcin: " Players you accept the hour of free play promotion cannot claim the 150% Match Bonus – and subsequently those that claim the 150% Match Bonus cannot claim the hour of free play promotion."
Marcin: these are the different promos
Marista: Here is the paragraph Marcin:
Marista: 9. Terms And Conditions Applicable To 150% Bonus On First Purchases
Marista: Bonus only given on initial deposit.
Marista: Bonus up to a maximum of $60 will be given.
Marista: Offer applicable only to new real players.
Marista: This offer is valid at Sun Vegas Casino only
Marista: Additional ongoing 10% / 15% bonuses will not be credited on your initial match-deposit
Marista: Purchase bonuses are credited automatically to the players account within 5-8 hours.
Marista: Minimum wager requirements apply.
Marista: Any cashin request before the minimum wagering requirements are fulfilled in full (as defined above in point 2) will result in the bonus being removed and/or your cash-in will be token refunded to your casino account.
Marista: Once a player has claimed the First Deposit/ Match Bonus promotion at this casino, he/she in ineligible to claim it at any other Vegas Partner Lounge Casino.(Unless Invited)
Marcin: exactly, read the firsr line of the text you just pasted
Marcin: 9. Terms And Conditions Applicable To 150% Bonus On First Purchases
Marcin: I don't care about 150% bonus as I've chosed to use free play bonus
Marcin: *chosen
Marista: One moment while I check my records please.
Marcin: this is from the chat with Karl few hours ago
Marcin: "Karl: Marcin Karl: Clause 19 freeplay bonus terms and conditions. Karl: Players who have redeemed this promotion or the Free Play Promotion at any other Vegas Partner Lounge casino offering the promotion, will be required to make a deposit at a sister casino before participating a second time. Marcin: is this a new term? Karl: No Marcin: so I need to make a deposit at maple first? Karl: Yes Karl: That is correct"
Marcin: "Marcin: ok, I've made a second deposit at Maple Karl: It will come throughin our system after 45 minutes. Karl: Please get back to us then Marcin: ok, thanks Marcin: good bye"
Marista: One moment while I check my records please.
Marista: You have currently received the Free Spins bonus on your Maple Casino account, is that correct?
Marcin: yes
Marcin: I received it previously and lost
Marista: That is not correct Marcin. you had one your free spins on Maple Casino and this was credited to your casino account on the 4/12/2007 1:42:55 PM (EST) the amount of $200.
Marcin: yes, that's what I'm saying
Marista: Your Free Spins bonus was credited to you and you played it.
Marcin: I've received it and lost it
Marista: You are however ineligble for the initial match bonus on your Sun Vegas Casino account.
Marcin: I don't want initial match
Marcin: I won $200 on free play here
Marcin: Karl from live chat told me to get here and claim the bonus
Marista: You have already received your free play bonus on 1 casino and are ineligible to receive it on your Sun Vegas Casino account.
Marcin: Oh my God
Marcin: "19. Players who have redeemed this promotion or the Free Play Promotion at any other Vegas Partner Lounge casino offering the promotion, will be required to make a deposit at a sister casino before participating a second time."
Marcin: let's analyse this text, like in school
Marcin: Players who have redeemed this promotion or the Free Play Promotion at any other Vegas Partner Lounge casino offering the promotion
Marcin: yes, I've redeemed this promotion in Maple, that's me
Marcin: will be required to make a deposit at a sister casino before participating a second time."
Marcin: yes, I've made a deposit at sister casino so I can participate a econd time
Marcin: is this so hard to understand your own terms & conditions?
Marista: There's no need to Marcin. I have just confirm this with my Senior and these details are correct.
Marcin: so this point of your T&C I pasted is incorrect?
Marcin: what is it doing on your website?
Marista: Each of the points on our website are therefore a reason. I am glad though that you contacted us in this regards as many players seem not to understand... These are the Terms and Conditions however.
Marcin: so you should agree to these terms
Marcin: this term is saying exactly that I can use free play in different casinos
Marcin: and the point you gave me says I can't use 150% match bonus
Marista: I agree to the last bullet in point number 9 of our Terms and Conditions as I have already explained.
Marcin: which has nothing to do with free play bonus
Marcin: there are separate terms for 150% bonus and free play bonus
Marcin: these are the different bonuses as stated, I can choose one of them
Marista: Only one of them on one casino in a single casino group.
Marcin: no this terms says I can use free play or 150% in this particular casino
Marcin: Players you accept the hour of free play promotion cannot claim the 150% Match Bonus – and subsequently those that claim the 150% Match Bonus cannot claim the hour of free play promotion.
Marista: Once a player has claimed the First Deposit/ Match Bonus promotion at this casino, he/she in ineligible to claim it at any other Vegas Partner Lounge Casino.(Unless Invited) ...
Marista:
Marcin: ok, bye
Marcin: just to let you know, this chat log will be posted on Casinomeister forums shortly

[vinylweatherman]

Bullsh1t it is indeed. The two sets of terms are contradictory, both CANNOT be right, and the casino should accept your claim once you have complied with the term requiring a second deposit at a sister casino (which you admitted you had not initially complied with).
It also seems the CS do not understand your point whatsoever, and are just quoting the T & C they have in front of them.
We now have T & C so complicated and ever changing that more and more such complaints are coming down to inaccuracies on the websites. When you agreed to the T & C, you agreed to WHAT WAS DISPLAYED AT THE TIME, not what was currently on the desk of CS.
Further, if you are spammed with a bonus offer, it is AN INVITATION, casinos should accept this, or control their affiliates and marketing departments.
In protest, I suggest withdrawing your deposit without placing a single bet, and uninstall ALL sister casinos - tell them why if you get the pop-up questionaire webform.

[Rodz]

vinylweatherman: thank you for your reply.


Ok, now they've gone too far.

They added $6 15% bonus to my account. This bonus is for subseqents deposits but they added it because they decided not to give me my free play winnings.

Now they won't let me withdraw my original deposit...
Rules say I can withdraw my cash balance anytime.

Please read the chat log below

I just can't believe this casino in recommended by Casinomeister

Please wait for a site operator to respond.
You are now chatting with 'Karl'
Karl: Welcome to the Casino Support Desk. How can I help you?
Marcin: Hi, it's me again, my chat windows disappeared
Karl: How are you
Marcin: "Any cashin request before the minimum wagering requirements are fulfilled in full (as defined above in point 2) will result in the bonus being removed and/or your cash-in will be token refunded to your casino account.'
Karl: http://sunvegas.com/promoterms.asp
Karl: Clause 2
Marcin: yes but I want to use the last point in Clause 6
Marcin: I want to cashin before fulfilling minimum requirements
Karl: Yes But this applies to ongoing deposits not initial
Marcin: 15% deposit bonus isn't initial
Marcin: I'm not eligible for initial bonus
Karl: This was your initial deposit
Marcin: where is it stated that it doesn't apply for 1st deposit?
Marcin: 6. Terms And Conditions Applicable To 15% Bonus
Marcin: that's 15% bonus right?
Marcin: no word saying it can't be on 1st deposit
Karl: The 15% is an ongoing bonus
Karl: for ongoing deposits
Karl: This was your Initial deposit
Marcin: so I shouldn't have received it at all!!
Karl: therefore clause 2 applies
Marcin: " The 5%/15% ongoing deposit bonus will NOT be credited with your initial 150% Match Bonus, but will apply for each subsequent deposit."
Karl: Yes but it is only credited when and if you do not qualify for the Initial Match as was the case here
Marcin: 2.1 Rules * A Player’s total account balance consists of a cash account balance and a bonus account balance. * A Player’s bonus account cannot be cashed in, but can be used to place wagers. * A Player’s cash account may be cashed in at any time.
Marcin: "A Player’s cash account may be cashed in at any time. "
Marcin: this is your point 2
Marcin: I can withdraw my cash balance anytime
Karl: Read through it
Marcin: it's clear enough
Marcin: "A Player’s cash account may be cashed in at any time. "
Marcin: it means: my $40 can be withdrawn anytime, and the time is now
Karl: 2. Minimum Wager Requirements
Karl: Wager Definition: A wager is defined in the following example: if you wager 5 credits each on two Slot spins, winning the one and losing the other, your credit balance will not change, yet this counts as 10 credits wagered.
Karl: In the interest of fair casino play, considering that any wager at our casino can return a sizeable winning, players must comply with the following rules :
Karl: Our Bonus System gives players more control over their account with a Bonus Account Balance and Cash Account Balance. Convert your Bonus casino credits into Cash casino credits once you’ve met the wagering requirements.
Karl: It has many advantages:
Karl: Know which credits are Bonus credits and which are your Cash credits.
Karl: Keep track of the wagering requirements to know when your Bonus credits become Cash Credits.
Karl: Keep track of the different wagering requirements on different games to convert your Bonus credits sooner.
Karl: Know when and how much you can cash.
Karl: Bonus amounts credited to a Player’s bonus account are subject to 30 times play through (and 100 bets on your first purchase) before they may be cashed in.
Marcin: yes
Karl: Read the last note in this clause
Marcin: I can't withdrw my bonus
Marcin: yes I know
Marcin: I have to wager the bonus 30 times before I can withdraw the bonus, not the cash
Karl: Well have you tried to withdraw?
Marcin: it says I can't
Marcin: You have not met the minimum play through required for you to perform a withdrawal.
Karl: Bonus amounts credited to a Player’s bonus account are subject to 30 times play through (and 100 bets on your first purchase) before they may be cashed in.
Karl: Bonus amounts credited to a Player’s bonus account are subject to 30 times play through (and 100 bets on your first purchase) before they may be cashed in.
Karl:
Karl: Which brings us back to the point in clause 2
Marcin: yes, I don't want to withdraw the bonus
Karl: 00 bets on your first Purchase
Marcin: but my cash balance which can be withdrawn anytime, clause 2
Karl: These are requirements to withdraw
Marcin: the bonus
Karl: Noty the bonus but to succed in making a withdrawal
Karl: 100 bets on first purchase
Karl: Not 30 times on bonus
Marcin: ok, I'll tell you what I think
Marcin: you are simply the rogues trying to steal money from your players, I don't know why your casino is recomenden anywhere
Marcin: You break your own T&C just for a few $
Marcin: I have no words for you
Marcin: even if there are 10 points saying I can make a withdrawal you'll find one saying I can't and you won't let me
Karl: We apologize for the Inconvenience
Karl: Is there anything else that I may assist you with?
Marcin: bye

[Nifty29]

This isnt good - apart from the stupid terms, the CSR doesnt seem to really have a clue at all.

I wish casinos would hire competent staff....

[AudiManinBoro]

Unfortunatly thats the problem with almost all online casinos, especially with regards to the online help. Its ALMOST as if your talking to a computer, it has the same kind of `samey` and `repeatyness` to it just as it would be if it WERE a computer. Your best bet is to contact a representative of the casino through casinomeister. Ive learned that by and large most of the reps on here actually do speak `English` and by that i mean good english and of course on here they have a reputation to maintain and uphold. Ive also noticed that if casinos are aware your a member of a casino information site, especially this one, your treated with a lot more respect and consideration. Anyone else noticed this?