Email Promises, worthless!!!

**DemonUK** · 26th February 2011, 01:54 AM

Whilst i expect a decision soon, I thought I would start this thread. Obviously no names at the moment but I wonder what people think of the following:-

I took a bonus and shortly into the wagering requirement I realise I have played a slot game which was not allowed. I had started with $82 (inc bonus) and I was down to $50. I stopped playing and emailed support acknowledging my error and asking what I should do or what they would do.

The reply stated that normally they would remove the bonus but as that would leave me with next to nothing, as long as I played allowed games only from now on they would honour the coupon. I thanked them and continued to play. I still had around 75% of WR to go but as luck would have it I turned the remaining $50 into $425.

At 11.56 tonight my withdrawal was disallowed due to playing a wrong slot (which I didn't win on lol). I have replied stating that the email response from their support department was available for her to see but it would also be available for the complaints authority and the gaming community as a whole if necessary.

Within minutes I had a response stating she would speak to the support department. Now will I get paid, or not.

1) I acknowledged the incorrect play early on

2) Support replied that I was allowed to continue and they would honour the coupon

edit: 3) Just checked my neteller account and I have been paid but it was an hour and a half before they sent the email saying it had been denied (confused.com)

Seems black and white to me. Views anyone

**rainmaker** · 26th February 2011, 02:04 AM

Hello

You broke one section in the T&C when you played a "illegal" slot. You confessed your sins to the CS. they told you it was OK, and allowed you to continue gambling. You did not break any other T&C after that point and are of course entitled to your winnings. Good luck.

Edit: Good for you

**chayton** · 26th February 2011, 02:19 AM

I think that decent casino management will see an honest mistake as an honest mistake and act accordingly. It might have been a different story if you'd played a disallowed game and won something though - in that case they would probably have stripped the bonus and winnings.

I'm glad to hear that you got paid, and I think it was the right decision on the casinos part since someone already told you to continue to play.

**DemonUK** · 26th February 2011, 02:56 AM

They not only paid me but, they had stated in the withdrawal refusal email that they had put my deposit and bonus back in my account. I have just checked and yes, not only have I been paid my $425, it seems they have also put back my deposit and bonus

This I have taken to be an error and have done the right thing again and emailed them to ask for it to be removed so I can deposit and play again at the casino.

Think they have had a brain fart or two over this one

**rainmaker** · 26th February 2011, 03:02 AM

Originally Posted by DemonUK

They not only paid me but, they had stated in the withdrawal refusal email that they had put my deposit and bonus back in my account. I have just checked and yes, not only have I been paid my $425, it seems they have also put back my deposit and bonus

This I have taken to be an error and have done the right thing again and emailed them to ask for it to be removed so I can deposit and play again at the casino.

Think they have had a brain fart or two over this one

let us know if they give you some "finders fee" for being honest

**DemonUK** · 26th February 2011, 08:57 AM

Originally Posted by rainmaker

let us know if they give you some "finders fee" for being honest

Well, no finders fee, but they have removed the money they put in my account. The only thing is I have had no email thanking me for telling them but then again they had just paid me $425

I will not be taking any slot bonuses that exclude certain slots for a while. I have played there for a long time and NEVER had an issue before this and will continue to play there. I have kept the casinos name out of it, but I am sure that if you have noticed that all contact with them was via email it won't take long to work out

Please mark this as resolved

**chayton** · 26th February 2011, 11:13 AM

Originally Posted by DemonUK

I have kept the casinos name out of it, but I am sure that if you have noticed that all contact with them was via email it won't take long to work out

**vinylweatherman** · 26th February 2011, 02:07 PM

Originally Posted by DemonUK

Well, no finders fee, but they have removed the money they put in my account. The only thing is I have had no email thanking me for telling them but then again they had just paid me $425

I will not be taking any slot bonuses that exclude certain slots for a while. I have played there for a long time and NEVER had an issue before this and will continue to play there. I have kept the casinos name out of it, but I am sure that if you have noticed that all contact with them was via email it won't take long to work out

Please mark this as resolved

This is a common issue with them. Perhaps there would be fewer such problems if they heeded the saying "keep it simple" when designing their promotions.
They tend to make their coupons more "interesting", but this is not always a good thing, especially when players read the headline, but miss out the "interesting bit" lower down.

Past advice with bonuses has been "play slots, and you'll be OK". This is no longer true, and excluded SLOTS on a bonus are now quite common. It's NOTHING to do with "bonus abuse" either, but more to do with making players THINK, and making the offers look different from the competition.

Some players like this approach, but others don't.

**rainmaker** · 26th February 2011, 02:13 PM

Originally Posted by DemonUK

Well, no finders fee, but they have removed the money they put in my account. The only thing is I have had no email thanking me for telling them but then again they had just paid me $425

I will not be taking any slot bonuses that exclude certain slots for a while. I have played there for a long time and NEVER had an issue before this and will continue to play there. I have kept the casinos name out of it, but I am sure that if you have noticed that all contact with them was via email it won't take long to work out

Please mark this as resolved

a small thank you from the casino would not have been too much to expect

. But the important thing is that the case was resolved.

**LOOKAWAY** · 26th February 2011, 03:41 PM

Is this casino Intercasino? I noticed that there "your second February "my bonus 4 life" bonus" Had two slots that were not allowed.

The following games DO NOT count towards the wagering requirement: Pontoon, Single Deck Blackjack, Superfun 21, Red Dog, Casino War, Texas Hold-Em Bonus, Solitaire, Craps, Slot Tournaments, Dino Delight, Dragon Sword, Baccarat or Baccarat Mini.

What makes Dino Delight and Dragon sword so special over other slots not to contribute to wagering?