Club World Casino: changing T&C of nd bonus after I won 1100 USD!

[siilix]

Hi!
One week ago I received a 30 USD nd bonus from Club World Casino.
While playing I went to live chat and asked if the bonus had a max cashout.

Following my chat with the cs.

Chat Transcript
info: Please wait for a site operator to respond.
info: You are now chatting with 'Katrina'
Katrina: Hello, how are you today?
Player: I am good thanks!
Player: Hi! I am playing with a no deposit bonus 30 USD (cupon NGP30M6NCD) how much is the max cash out?
Katrina: ok there is no maximum cash out for this coupon
Player: really?
Katrina: yes really
Player: well I am happy for it
Player: thanks, this was all
Katrina: Your welcome, have good day!
Player: you too!
info: Your chat transcript will be sent to xxxx@gmail.com at the end of your chat.


Happy for the nd bonus I start playing, after few spins I hit relatively big on Mystic Dragon slot. Continued playing to clear my wagering requirements and even played a bit more than that.
Cashed out 1100 USD.

To make a long story short, I was paid 300 USD only in my Neteller account out of a 1100 USD winning.

Contacted again the live chat to ask why and they told me the bonus had a max cash out of 10x.

Now I don't obviously complain for the free money, but I would expect that they maintain what they said at first, that the bonus had no max cash out.

Had a discussion back and forward with the support yesterday and today and they quickly apologized and said the manager decided to make a good action and give me 300USD free chips to play.
Come on, why don't they mantain what they first said (no max cashout) instead of giving me some free useless chips which for sure will have another ridiculous cash out limit!!!?

Very disappointing experience, from a casino where I deposited quite much already during these last 3 years, I would have expected a different kind of treatment.

[Repro]

If you've been a player there for a few years you should have known the €30 ND bonusses they offer ALWAYS have the 10x max cashout.

I fully agree that the chat made a big mistake and they agreed on that. I think the $300 is a very generous compensation for the mistake they made.

[BMWSTACK]

Repro is right all ND deposits are 10x. Chat made a mistake, but obviously its not really a mistake they should stick to since it was free money and you have the same terms as everyone else. $300 on a free 30nd bonus is a great win.

[siilix]

If you've been a player there for a few years you should have known the €30 ND bonusses they offer ALWAYS have the 10x max cashout.

I fully agree that the chat made a big mistake and they agreed on that. I think the $300 is a very generous compensation for the mistake they made.

I don't agree with you.

The fact I am a depositor doesn't mean I should know the max cash out terms of each nd bonus. I was not sure if there was a max cash out and had all rights to ask and double-check in chat. I assumed those cs people exactly knew what's going on there with their bonuses and trusted they would have given me correct details.

They should train their customer support to give correct information and not to mislead people there.

[siilix]

...but it is not that what I am complaining about.

It is the fact in live chat they told me one thing initially and changed that thing after I won high.

[Nate]

I share your sentiments siilix... A promise is a promise, irrelevant of what past practice applies. If you have been advised by live chat that there was no max cash out, they should honor it.

Other agreements can be made by live chat only for them to renege on the initial offering. My personal opinion is that they expressly stated that there was no max cash out, and changed the terms - PAB.

Integrity is everything - I wouldn't trust what they tell me if this is the case. Its laughable that they even attempt to hold back a $1000 WD...

Nate

[tat00]

i totally agree with this - they should pay for what they stated is a fact. he has it in writing and proof of what the t&c were at the time he asked. even though it was free money .

imo

[Jasminebed]

We are often told to check terms if we are not sure. How you play a bonus with no max cashout and one with a $300 max can vary. Isn't it $350 for a wire for US players here?

Anyone can make a mistake. CW can deal with their CS any way they deem appropriate. But this CSR is acting as an agent of the casino, and they need to honour the terms they gave the OP.

When players make mistakes, by exceeding bet restrictions or playing excluded games, we are told to suck it up, and check terms next time.

This time the casino made a mistake, they also need to suck it up.

[IanO]

I can see both sides of this.

Yes the rep (mistakenly) told you there was no Max cashout, but this was simple human error. I had a little look through the published T's and C's for Club World and they could have started citing rules like 'we retain the right to alter or amend... blah blah... sole discretion... without notice.....etc etc''. I have seen similar cases at other casinos where management did exactly this, and ended with: 'The agent made a mistake, max cashout applies.. sorry about that but all you get is 300.''

Thats not the case here. They at least made a gesture to acknowledge the agents error by offering you an additional 300 in free chips. Hey.. who knows.. maybe during play through you'll hit a random and thank your lucky stars it all went down this way.

I can certainly see how expecting 1100 and getting 600 would make the glass look half empty, but I'd be surprised if they change their decision at this stage so try to look at it as starting with nothing and getting 600. Glass looks pretty full to me

[secret2]

I think that if you receive a ND bonus, it is important to read the T&C's. It's important to read each casino's T&C's as they may differ from casino to another for any deposit.

I know that it's a 10x on ND bonus at CWC, and some it's 5x...etc.

Although live chat told you another story it still should not void the T&C terms of that casino. Yes, the live chat rep was incorrect...but I am on the side of the Casino terms of this bonus.

I know from experience especially at Inetbet playing the bonuses on some of the slots (75% on 5 Real video slots....void on other slots...etc) that it's important that you play ONLY those slots allowed for that bonus.

I understand that you may have deposited quite a few times with CWC but still, them the rules.

$300 for free is very cool! AND a further $300 ?...that is awesome.


On a side note: This may be a warning to casinos that maybe the live chat reps should pay attention to what the player is saying and maybe repeat what the player asked, just for verification.