bet365 bonus complain

[wangpoker]

Warren EB: Yes, How may I help you?
ric: for example a player deposit 100 and get 100 bonus
ric: he goes to play roulette
ric: he doesn't bet more than 100
ric: do you think his winning be void if he reaches wagering requirement by playing slots.
Warren EB: Thank you for waiting. I'll be with you as soon as possible.
Warren EB: Depending on the style of play and if bonus funds have been used the Casino will review the account and will remove funds in accordance to the terms and conditions.
ric: show me the Ts&Cs
ric: I read the opening bonus terms
ric: more than once
Warren EB: You can view the terms and conditions of the opening offer at the link provided http://casino.bet365.com/?ContentPat...2fOpeningBonus
Warren EB: Is there anything else I can help you with today?
ric: you didn't answer my question
Warren EB: What is your question ?
ric: ric: for example a player deposit 100 and get 100 bonus ric: he goes to play roulette ric: he doesn't bet more than 100 ric: do you think his winning be void if he reaches wagering requirement by playing slots.
ric: 8. All wagers made in the Casino will use a players deposited money before the bonus balance.
ric: 10. ...... Any use of bonus funds to wager on any variation of Blackjack Surrender, Blackjack Switch, Pontoon, Baccarat, Craps, Roulette, Sic Bo, Pai Gow Poker, Video Poker Double Up and Wild Viking is not permitted and will result in the loss of any bonus and winnings attributable to their bonus.
ric: do you think this player use any bonus?
Warren EB: As advised previously and account review is at the discretion of the casino and will be adjusted in accordance with the terms and conditions.
Warren EB: sorry * Any account review is at the discretion of the casino.
ric: come on...
Warren EB: Is there anything else I can help you with today?
ric: no

This explanation from Warren doesn't satisfy me at all.

[Rhyzz]

What exactly is the complaint? From what I can see, you have asked:

'If I win on roulette without using bonus funds and then wager the bonus on slots, will you take the bonus off me' - to which the answer I would assume is no, since you haven't used the bonus funds to play Roulette...

[winbig]

If you want to split hairs here (assuming $50D + $50B)

1: you're playing with your own money before any bonus money.
2: you can bet $50 on roulette and be safe (going by: Any use of bonus funds to wager on any variation of Blackjack Surrender, Blackjack Switch, Pontoon, Baccarat, Craps, Roulette, Sic Bo, Pai Gow Poker, Video Poker Double Up and Wild Viking is not permitted and will result in the loss of any bonus and winnings attributable to their bonus.)

But, if you REALLY wanted to split hairs, going to roulette and betting $50 of your own money just to increase your BR to go and play slots to complete the WR, I think most casinos would see that as bonus abuse.

[maxd]

I've asked the rep to pop by and have a look. Maybe they can clarify the terms for us here.

[Kate - bet365]

Hi all,

Hopefully I can clarify this for you!

If you were to place a bet on roulette up to the value of your deposit, this would not be considered as wagering using bonus funds, so you would not be in breach of the terms and conditions. As long as you then meet the wagering requirements by betting the bonus funds on permitted games, there would be no issue with this clause when you come to withdraw.

If you choose to withdraw or transfer out of your casino account before completing the wagering requirements however, then the following term would apply:

7. Where a customer requests a withdrawal or transfer out of their casino account, prior to the necessary wagering requirement being met, they will lose all bonus and winnings attributable to the account. Only the sum of the original deposit or remaining balance of the original deposit will be withdrawable.

I hope this helps! If you have any questions at all, please let me know

Cheers,
Kate

[Zoozie]

Originally Posted by Kate - bet365

7. Where a customer requests a withdrawal or transfer out of their casino account, prior to the necessary wagering requirement being met, they will lose all bonus and winnings attributable to the account. Only the sum of the original deposit or remaining balance of the original deposit will be withdrawable.

Cheers,
Kate

I have played at Playtech casinos where you simply could not withdraw before the bonus was wagered. The software can handle this, so why open up for for this FU clause?

Other software providers where the software can not handle this simply write an email to the player and explains the situation. Then the player can confirm if he really wants to withdraw (and forfeit bonuses+winnings) or if he wants to continue to play. Ladbrokes and 49'ers has done that for me in the past.
Is that really so hard to do? It will improve customer relations a lot...

The cause for all this is the fundamental flaw in Playtech software that it does not show remaining wagering requirements and not even shows that it is cleared! It is easier to put the blame on the customers of course. It is their fault they did not count the 736 spins at 0.5$, 308 spins at 1$ and 1041 hands of BJ at 1$ including 51 splits, 7 resplits and 83 doubles.

[Kate - bet365]

Hi all,

Apologies for not replying here sooner.

Zoozie, this is a very good point. That is why at bet365 we have a procedure whereby a player can not withdraw if they have an active bonus. When they attempt to transfer funds out of the casino, they will be prompted with a message asking them to contact support quoting a certain error code.

Once they contact us, we would confirm the bonus and whether or not they would forfeit their winnings along with the bonus if they were to withdraw, so it would be very clear to a player what they would lose before they actually lost it.

We have chosen to implement our own process rather than use the functionality in the Playtech software as it gives players a much clearer message and tells them what they should do, rather than just declining the withdrawal.

This point remains in our T&Cs because if the player does choose to proceed with the withdrawal, they will forfeit any bonus funds or winnings.

I hope this helps, but if you have any questions at all, please let me know.

Cheers,
Kate