Whine and Moan Welcome Bonus Not Credited - Justified?

[blackbull]

Hi, I've just signed up to this forum, so hi everyone.

I signed up to 138Sungame Casino the other day, wanting to get this bonus -138sungame.com/en-gb/home/promotions/oceans_138

I signed up and deposited as the terms said. I deposited £1000 and the bonus wasn't credited. The terms say; 13. The Oceans 138 promotion may not be automatic, players should claim it online by contacting customer support. The bonus will be applied to qualifying accounts in 24 to 48 hours.

So I emailed support as it said. In the mean time, I didn't see anything in the terms saying I couldn't play with my money whilst I was waiting for the bonus, and as I'm an inpatient gambler, that is exactly what I did. And lost my £1000.

Then I got an email from them saying;
First deposit bonuses are not automatic credited to players account. It should be claim through online chat support or through email. A bonus code will be provided to you wherein you have to use or enter the bonus code under Account then Transfer with your deposited amount to redeem the bonus.

I've argued the point with them several times saying it doesn't say I have to wait in their terms, just that I have to email them to get it credited, but they are not having it. They are using their 'system' as a reason why it can't be credited.
I said surely they can credit it manually, but they have said no.

Am I in the wrong here?

 

[maxd]

Am I in the wrong here?

Yes, I'd say you are:

1. To assume that "claim it online by contacting customer support" means that the bonus will be automatically and unequivocally given is misguided.
2. Ditto re "it doesn't say I have to wait". It also doesn't say "don't shoot yourself in the head with a nail gun" but it's generally assumed you can figure that much out for yourself.
3. Bonuses are a perk given to players to entice them to play. Casinos are generally under no obligation to give bonuses to anyone they do not wish to.

Remember, T&Cs are there to guide people as to the casino's intentions not to be a replacement for your own common sense.

 

[BMWSTACK]

Well first off I would have not made a deposit until I verified that I would receive the bonus. I would have contacted live chat prior to depositing. So after you made the deposit did you immediately contact live chat and ask for the bonus?

The difficulty here is if you already blew the balance how does everyone know what the intent was? Do you have some type of proof that you requested the bonus prior to playing. It certainly is an option for someone to deposit and play without a bonus. Its also easy for a player to deposit, lose and then say they intended to claim a bonus.

I guess the screwy thing is the bonus not being automatic. I have never played at a casino that my bonus needed to be added in manually. Looks like it could create this kind of confusion, but in your case it seems you understood it needed to be added, so seeing you were that eager to play what was live chat saying about adding it in the beginning?

 

[Mouche12]

Mmm, a first-time customer depositing GBP 1000 and being denied his welcome bonus. Clever customer retention I'd say It may well be in the casino's right to reject first-deposit bonuses, but I would withdraw my deposit rightaway if this were the case. And I suppose it's equally fair that I am fully entitled to withdraw such a deposit without any additional costs, considering that they decided not to give any bonus?

 

[Realitybitez]

Mmm, a first-time customer depositing $1000 and being denied his welcome bonus. Clever customer retention I'd say It may well be in the casino's right to reject first-deposit bonuses, but I would withdraw my deposit right-away if this were the case. And I suppose it's equally fair that I am fully entitled to withdraw such a deposit without any additional costs, considering that they decided not to give any bonus?

I have to agree with that. I would of withdrew my deposit straight away and closed my account if they were going to take that attitude with me. It would of been a massive clue as to how our future relationship would be

I understand that with some casino's, it does take awhile for bonuses to come through (7 Sultans comes to mind) yet it does come through regardless if your've blown all your balance (which I have done countless times before actually receiving the bonus.

In saying that if I was going to deposit a $1000 ( if only I could be so lucky) I would of made sure that I was entitled to that 100% welcome bonus before depositing

 

[LaHutti]

You may say that the casino has the right to not give you the welcome bonus, but Is it a smart move, to start out by pissing a player off, who is willing to deposit 1000 bucks at a time ? ...probably not.
Have to scratch my head (with one hand, and something else with the other) at casino people like that.

 

[blackbull]

Yes, I emailed support straight away after I deposited, as per the terms.

I understand casinos don't have to give you bonuses if they have a good reason, but I would expect them to follow their own terms.

 

[blackbull]

[*]Ditto re "it doesn't say I have to wait". It also doesn't say "don't shoot yourself in the head with a nail gun" but it's generally assumed you can figure that much out for yourself.
[/LIST]

Remember, T&Cs are there to guide people as to the casino's intentions not to be a replacement for your own common sense.

Have to disagree with you here. I've played at a few casinos and I have to say the opposite is normally true. If you are waiting for a bonus and you ask if you can play with your cash in the meantime, the answer has always been 'yes! of course you can' Happened to me once or twice at Microgaming casinos, and once at Playtech.

The reasoning for this is; it makes no difference whatsoever if it's added straight away, or after.

 

[Realitybitez]

You may say that the casino has the right to not give you the welcome bonus, but Is it a smart move, to start out by pissing a player off, who is willing to deposit 1000 bucks at a time ? ...probably not.
Have to scratch my head (with one hand, and something else with the other) at casino people like that.

haha:notworthy I totally agree If I was that particular casino, I'd have to think long and hard about offending a possible return player whose willing to drop a $1000 a pop

Just out of total curiosity OP, which casino was it?

 

[blackbull]

138Sungame.. £1000 too!

 

[chuchu59]

Blackbull,

You need to exercise patience. You have only yourself to blame for the loss of your deposit.

Anyway, this isnt the gist of the problem. I ran through the terms and they stated that the bonus will be credited not may be credited. Furthermore in another term they state the bonus may not be automatically credited. These terms will lead anyone to think the receipt of the welcome bonus is a mere formality and that manual crediting of the bonus is a distinct possibility.

Most probably they realised you had lost your deposit and are denying you a second chance to win back the money. Again, your impatience had contributed to your downfall because if your deposit had remained intact they are bound to have given you the bonus lest you withdraw it. Strictly from the terms I cannot see any element of discretion in awarding welcome bonuses.

 

[blackbull]

Ok, fair enough. I've not really saying they are 100% in the wrong, I'm asking for opinions.

Again, your impatience had contributed to your downfall because if your deposit had remained intact they are bound to have given you the bonus lest you withdraw it.

How does me losing my money 'unbound' me? Nothing has changed really, if they credited it straight away, I'd have 1000 bonus left, which is what I am asking them to do now.

 

[BMWSTACK]

Have to disagree with you here. I've played at a few casinos and I have to say the opposite is normally true. If you are waiting for a bonus and you ask if you can play with your cash in the meantime, the answer has always been 'yes! of course you can' Happened to me once or twice at Microgaming casinos, and once at Playtech.

The reasoning for this is; it makes no difference whatsoever if it's added straight away, or after.

Its in the casinos best interest for you to blow the balance and then give you the bonus becasue you are still going to have the same playthrough on the deposit + Bonus, but if you now are playing with just the bonus because your deposit is gone its going to be twice as hard to make playthrough unless they can go back and credit playthrough for the spins you already made.

If you were that anxious to get started why wouldnt you have used live chat rather than email? Live chat may have possibly been able to do it right then.

 

[blackbull]

Its in the casinos best interest for you to blow the balance and then give you the bonus becasue you are still going to have the same playthrough on the deposit + Bonus, but if you now are playing with just the bonus because your deposit is gone its goning to be twice as hard to make playthrough unless they can go back and credit playthrough for the spins you already made.

If you were that anxious to get started why wouldnt you have used live chat rather than email? Live chat may have possibly been able to do it right then.

I tried Live chat, but it said it wasn't available. They didn't answer the phone either, so I emailed them.
Oh yeh I didn't think of that, I was also gambling 'playthrough' money that wouldn't even have counted.

Fair enough if they didn't credit me the bonus for a real reason, but not giving it to me just because of the way their system works seems a bit amateurish.

 

[wobble33]

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[wobble33]

thats the terms so i can see why o/p is a bit miffed.

 

[chuchu59]

Ok, fair enough. I've not really saying they are 100% in the wrong, I'm asking for opinions.



How does me losing my money 'unbound' me? Nothing has changed really, if they credited it straight away, I'd have 1000 bonus left, which is what I am asking them to do now.

If you hadnt lost the 1000 they might give you the bonus at their discretion to bind you to the bonus. The way I see it they seem to award the welcome bonus at their discretion which is poor show. If they have a standard it didnt seem to be listed in the terms.

 

[wobble33]

the way i see it is the op deposited £1k. contacted support no answer, thought i just play with my own funds. lose funds. i believe he should have the bonus anyway if support were non contactable. and this bonus is phantom too. so can never be cashed out. this is poor practice not crediting the bonus imho.