Winnings Denied By Top Casino. Unfair?

**ggray89** · 17th April 2009, 02:40 PM

Hi, I wanted to change casinos as the only one I was using had a bad reputation, so I followed a link to one of the top Casinos that are advertised on this site, got some luck, and finished their instant play bonus with about �350 profit. I called support to withdraw when they told me they also had a download casino bonus, so I deposited for that one too.

It's Boss software apparently. Anyway it kept on crashing and when I finally got it to work, it had automatically withdrawn my �400 deposit and I was only left with the �200 bonus in there. It wouldn't let me redeposit my �400 so I called support. They couldn't fix the problem, but said I could start with the wagering of the bonus, as I wouldn't be able to withdraw without completing their rollover anyway, so if I bust out later that week, I would have to redeposit to complete the rollover, by which time it might work. This all sounded logical so I continued to play.

Anyway I got some more luck and finished on several hundred � after completing the rollover without having to redeposit.

After withdrawing I was told my instant play and download casino winnings had all been confiscated as I had broken their terms, and that only my inital deposit amount would be returned to me!

After complaining to their rep on this forum I was able to get my instant play winnings back. I offered to deposit and do the rollover again on the download if I could get my winnings back, but the rep said no.

I may be biased, but I think that I should at least be given another chance to complete the rollover, seeing as I done exactly as their support asked, and there was no way I could have gained an advantage by only playing the bonus, as I wouldn't have been able to withdraw any money until I completed their rollover anyway!

Am I right? Hardly a way to treat a new player? It was the only bit of luck I have had in 6 months of playing too!

**Casinomeister** · 17th April 2009, 02:51 PM

Please read the forum rules on posting complaints. Thank you.

**NewOrleans** · 17th April 2009, 02:52 PM

Take the free money just take it come on we know u want it lol
See the live chat operator offered you the 2nd bonus right ...They do keep records of live chat sessions therefor you could blame it on the live chat rep for making you break terms.If you would of claimed one bonus then downloaded the other one on your own to claim the other bonus which is probably against their terms it would of made a difference but seeing the live chat op sucked you into it this makes you exempt and your winnings should be paid to you unless you "bonus abused" but claiming the second bonus wouldn't be considered abuse since their live chat op told u to take it

in this case the live chat op should get fired for not paying attention to the terms and conditions and you should get paid your money and this should not happen again. keep fighting and request that live chat session be looked upon

I know that I am right and they know they are wrong but the means being justified is up to you.

**ggray89** · 17th April 2009, 02:59 PM

Originally Posted by JackOfAllSuit

Take the free money just take it come on we know u want it lol
See the live chat operator offered you the 2nd bonus right ...They do keep records of live chat sessions therefor you could blame it on the live chat rep for making you break terms.If you would of claimed one bonus then downloaded the other one on your own to claim the other bonus which is probably against their terms it would of made a difference but seeing the live chat op sucked you into it this makes you exempt and your winnings should be paid to you unless you "bonus abused" but claiming the second bonus wouldn't be considered abuse since their live chat op told u to take it

in this case the live chat op should get fired for not paying attention to the terms and conditions and you should get paid your money and this should not happen again. keep fighting and request that live chat session be looked upon

I know that I am right and they know they are wrong but the means being justified is up to you.

Ok thanks.

I spoke to them on the phone, so not sure if they have a record of it.

I'm not sure what you mean by "bonus abused"

If you mean claiming the bonus more than once, I haven't done that.

Well the second bonus is advertised on their site and I was fully eligible for it. The only problem they are saying is that I played with the bonus money and not my cash. But...

1. I wasn't able to deposit my cash after it automatically had taken it out of the download casino (I didn't withdraw it)
2. I was told to continue playing with it.
3. There was no possible advantage I could get by playing with it, as I had to complete their rollover regardless (as per their terms)

**ggray89** · 17th April 2009, 03:00 PM

Originally Posted by Casinomeister

Please read the forum rules on posting complaints. Thank you.

Sorry just read it.
I am not able to start a new thread in that forum. Can you move this thread?

**NewOrleans** · 17th April 2009, 03:21 PM

This section you posted in is not for casino complaints but this is a valid and most interesting complaint I would move it on top of the complaints section but not remove it

**bet4fun** · 17th April 2009, 07:53 PM

Originally Posted by ggray89

Ok thanks.

I spoke to them on the phone, so not sure if they have a record of it.

I'm not sure what you mean by "bonus abused"

If you mean claiming the bonus more than once, I haven't done that.

Well the second bonus is advertised on their site and I was fully eligible for it. The only problem they are saying is that I played with the bonus money and not my cash. But...

1. I wasn't able to deposit my cash after it automatically had taken it out of the download casino (I didn't withdraw it)
2. I was told to continue playing with it.
3. There was no possible advantage I could get by playing with it, as I had to complete their rollover regardless (as per their terms)

Nothing is perfect in this world, let alone online casinos. I have only been playing for about a year online and was burned a few times, number one it was money I could afford to lose and number two I just cut my losses and went on to the next casino, now I have my favorites and they have been good to me so far

**vinylweatherman** · 18th April 2009, 03:12 AM

Use the PAB service, there is enough to make it seem that incompetent CS mislead you into doing something you should not have done, and this was only possible because of a technical failure that was mishandled by the CS agent, resulting in the wrong advice being given.
The crediting of the bonus is very odd, since the deposit was not there, and this to me looks like some kind of technical failure.

The correct advice for CS to have given would have been to wait until the problem had been resolved, and the deposit credited BEFORE commencing play.

The "abuse" is that you have played and won with the bonus, but the casino didn't have your deposit in your account, so you could never have lost had play gone against you. You had a chance to win, but the casino didn't.

To gain the right to post in complaints you need to be an established member here. There is an exact list of criteria needed, and I believe it is one month membership, 50 rep points, and 10 posts. I cannot off-hand find this, but I believe it is in the email sent to confirm your registration to the forum.

**ggray89** · 18th April 2009, 04:37 AM

Originally Posted by vinylweatherman

The "abuse" is that you have played and won with the bonus, but the casino didn't have your deposit in your account, so you could never have lost had play gone against you. You had a chance to win, but the casino didn't.

Thanks for your reply, but this isn't strictly correct.

My money was in my account all along, just not in their download casino software (by no choice of mine) If I lost the �200 bonus, I would have had to put more money into their download casino as their terms say I am not allowed to withdraw any of my money until I had completed their rollover.

So it made no difference whatsoever whether my money was in there or not.

Went to PAB, but then found the rep on here who dealt with my issue. Shall I PAB again? Would this site let me PAB about Bwin?

**vinylweatherman** · 18th April 2009, 09:43 PM

Originally Posted by ggray89

Thanks for your reply, but this isn't strictly correct.

My money was in my account all along, just not in their download casino software (by no choice of mine) If I lost the �200 bonus, I would have had to put more money into their download casino as their terms say I am not allowed to withdraw any of my money until I had completed their rollover.

So it made no difference whatsoever whether my money was in there or not.

Went to PAB, but then found the rep on here who dealt with my issue. Shall I PAB again? Would this site let me PAB about Bwin?

If you are happy with how the rep dealt with this, then no need to PAB. There is no reason NOT to PAB if you are not happy that support got you into this mess in the first place, by giving you the wrong advice, and telling you something was OK when it was not. If you could not withdraw the deposit in any case, until all WR were met, then there is no clear case for abuse. There would be an exploit if you could play the bonus, but somehow not have your deposit held to WR if you failed. I am not familiar with how the Bwin system works, but it seems overly confusing, and you shouldn't get into trouble for not understanding it if CS didn't understand it sufficiently to give you the correct advice.