Bonus Complaint Boyle Casino 200% Slots bonus - not calculating wagering accurately

[pajtaz]

Hi, I created the account just to post this. This issue is with bonus from Boyle Casino.

I opted in to Boyle Casino 200% Slots bonus. I never deposited before. I deposited 50 euro and received 100 euro bonus. The wagering requirement was 30 x Bonus + Deposit, so 30 x 150 = 4500 euro. I accepted the bonus when I logged in and the bonus showed up in Cashier. The wagering requirement was listed as 4500 euro and remaining as 4500 euro. No problems here. Wagering requirement was only applicable to slots.

I opened only two slots. I opened Wall Street Fever and Cinerama. Wall Street Fever is 0.50 per spin and Cinerama is 0.25 per spin. I set both to Autoplay for 5000 spins. So I started the autoplay. To clarify, autoplay spins only count down the actual betting spins, not the free spins so no free spins are deducted from the total amount of autoplay spins.

After about 700 Wall Street Fever spins (and about the same on Cinerama), I checked the Cashier and the wagering requirement remaining. The remaining wagering requirement was about 4375, so it lowered only by about 125 euro. Simple math is 700 spins x 0.50 = 350 euro (for Wall Street Fever). I thought maybe the Cashier needs to catch up so I let it go for a little while.

A bit later, after about a total of 1300 spins on Wall Street Fever and similar amount on Cinerama, I checked Cashier again. This time the remaining wagering requirement was about 4150. At this point I knew something was wrong and contacted support while I continued playing.

Clearly, the casino was not calculating the wagering correctly even though all of the spins can be clearly found under Gaming History in the Cashier. I chatted with support for a long time and the support person (VIP-James) just kept repeating that I only wagered what is says in Cashier. I told him over and over again that the Gaming History clearly shows the number of spins and total number of bets can be calculated as much higher than what Cashier shows under remaining wagering requirement. He did not budge. He did not seem to understand simple math of spins x bet = wagered amount. I repeated multiple times that I spun over 1600 spins on Wall Street Fever at one point which by itself equaled 800 euro, not adding Cinerama spins.

I asked for my 50 euro deposit back and was told I cannot get it back "because all of my bets were legitimate". But then I told him that if my bets were legitimated, why are they not counted towards wagering requirement? If they are not counted then they are not legitimate bets which means they should be returned to me. Basically, I was trying to show the fallacy in his argument but he was not changing his story.

Here is the conversation between me and the VIP-James (I copied and pasted it):
Zmemo: Hello
VIP_James: Hi Davor.
VIP_James: James here.
Zmemo: Hi James
Zmemo: James, I am concerned about something
VIP_James: How can I help you?
Zmemo: James, I opted in for th 200% slots sign up bonus
Zmemo: The slots are supposed to count 100% towards wagering
Zmemo: I have spun over 1200 spins on Wall St Fever, which is 50 cents per spin
VIP_James: To get the complete details about it please go to

You do not have permission to view link Log in or register now.

.

Zmemo: That alone is worth 600 euro
Zmemo: However, the wagering in the bonus area of the Cashier only counted about 375 so far
VIP_James: There you will see the games that will count towards your wagering requirement.
Zmemo: Yes, this counts
Zmemo: Why is the cashier wrong?
VIP_James: Let me check.
VIP_James: Give me 3 to 5 minutes.
Zmemo: Right now, from 4500 wagering requirement, it says I still have to wager 4150
Zmemo: That's wrong, since I spun over 1300 on Wall St Fever aloine
VIP_James: Thanks for waiting.
VIP_James: I see that as of the moment you've already bet 360.50 I see that you are betting .50 and .25.
Zmemo: Impossible!!!!
Zmemo: For God's sake, I spun almost 1400 spins on Wall Street Fever alone
Zmemo: Look at it
Zmemo: If I spin 1400 x 0.50 = 700
Zmemo: Look at my history
VIP_James: Let me check.
VIP_James: Give me 3 to 5 minutes please.
Zmemo: On top of that, the Wall St Fever losing streak I am having is horrendous
VIP_James: I hope you get lucky this time around (angel)
Zmemo: I have played it on other casinos and I have never managed to lose over 100 euro in this amount of time
Zmemo: Either way, please look at the wagering
Zmemo: I will never deposit again if the customers are treated this way. The wagering clearly states 100% of slots
Zmemo: And I have spun basically 1500 on Wall St
Zmemo: And the cashier states it's less than half that
VIP_James: Thanks for waiting.
Zmemo: And I will contact the gaming comission that oversees Boyle Casino
Zmemo: Please tell me this is fixed now
VIP_James: I see that as of the moment you already wagered €408.25 please be reminded that you are betting from the range of 0.25 to 0.50 if you will try to divide it, you've already spun over 1000+ and the bonus rounds doesn't have any bets that will add towards your wagering requirements.
Zmemo: What?
Zmemo: Yes, no bonus rounds count in the wagering
Zmemo: Bonus spins do not get deducted from the total amount of spins
VIP_James: For example 400 / 0.50 = 800.
Zmemo: Yes
Zmemo: I have spun over 1500
Zmemo: So, 1500 / 2 = 750
Zmemo: And that is JUST Wall St Fever
Zmemo: Not counting Cinerama
VIP_James: 400/ .25 = 1600.
Zmemo: Yes, so let's add 750 plus 400
Zmemo: That is 1150
Zmemo: I have wagered 1150
Zmemo: At least
VIP_James: You may not need to add it since the .25 to .50 are the bets that you are making.
Zmemo: James, it's simple math
Zmemo: If I spi 1500 of Wall St Fever
Zmemo: At 50 cents
Zmemo: That means I wagered 750 euro
VIP_James: You were able to wager more than 400 now from the 0.25 to 0.50 bets you are making.
Zmemo: Ok, again
Zmemo: 1500 times 0.5 = 750
Zmemo: That means 750 euro I wagered on WAll St
VIP_James: You may need to divide it.
Zmemo: I did
Zmemo: 1500 spins
Zmemo: at 0.50 cents
VIP_James: Not multiply for you to be able to compute for the amount you've bet.
Zmemo: If I were to divide
Zmemo: I would end up with 3000 euro wagered
Zmemo: It's simple math
Zmemo: I spun 1500 times
Zmemo: At 0.50
Zmemo: Each spin counts as 0.50
Zmemo: So if I spin once, it is 0.50 wagered
Zmemo: If I spin twice, that means I spun 2 x 0.5 = 1 euro wagered
Zmemo: Ok?
Zmemo: Therefore, 1500 spins x 0.50 cents = 750 euro wagered
Zmemo: Ok?
VIP_James: I see that right now the amount you've wagered is 426.00 if you will divide that to 0.50 that will be 852 spins but I see that not all your bets are 0.50.
Zmemo: ALL OF MY BETS ARE 0.50 on Wall Street Fever
Zmemo: And I have spun at least 1500!!!!
Zmemo: Not 852
Zmemo: Ok, as of RIGHT NOW, I spun 1615 times on Wall Street
Zmemo: All of them at 0.50
Zmemo: Therefore, I wagered 1615 x 0.5 = 807.50 euro
Zmemo: On Cinerama, I spun 1703 times
Zmemo: 1703 x 0.25 = 425.75
Zmemo: Therefore, 807.50 + 425.75 = 1233.25 euro wagered
Zmemo: The cashier says only 416 eur wagered
Zmemo: What is the problem?
Zmemo: Ok, I want my money back
Zmemo: This is ridicoulous
Zmemo: I deposited 50, I want 50 back
VIP_James: Sorry Davor but I can see that all the bets you made here are legitimate.
Zmemo: Yes, correct, so why is the cashier still showing incorrect information?
VIP_James: It is not incorrect Davor if you will try to divide 426 which is the amount of bets you made now and divide it to .50 the result will be 852 spins. That means you've spun 852 with 0.50 per spin on wall street.
Zmemo: Oh for God's sake
Zmemo: I just said I spun 1615 times on Wall Street Aloine
Zmemo: I can do a search on Game History in Cashier and show this
Zmemo: You can do it yourself if I can do it
Zmemo: Look, I want to talk to a manager
Zmemo: I want my money back
VIP_James: I'm the manager available as of the moment.
Zmemo: Well, James, then please fix this
Zmemo: If I can download game history, then you can too
VIP_James: You will be unable to get your funds since the bets you made are legitimate.
Zmemo: But I made more bets that you claim
Zmemo: So how can they be legitimate if you are not counting them as legitimate?
Zmemo: So the casino is basically not counting the bets I made which means they do not count and I should get my money back
Zmemo: If this is correct, I should get 1233.95 - 416 euro = 817.95 euro back
Zmemo: Because those are the bets you are NOT counting
Zmemo: But I lost them
Zmemo: Please explain this to me then
VIP_James: As of now you've wagered €426.00 and you may need to wager €4,074.00 more for the last bonus you received to complete your wagering requirement.
Zmemo: James, Jesus Christ, I did not wager 426
Zmemo: I wagered 1233.95
Zmemo: As I just showed you
Zmemo: It is your own software that is showing this
Zmemo: I am READING THE GAMES HISTORY RIGHT NOW

Here is the second part, after I logged out and logged back in:
VIP_James: Hi Davor.
VIP_James: Still James here.
VIP_James: I'm checking on it now.
VIP_James: Please give me 3 to 5 minutes.
Zmemo: Well, I just logged out and logged back in
Zmemo: Still says the same
Zmemo: And I can still access 1615 spins of Wall Street at 0.50 cents each
VIP_James: I'm checking on it as of the moment.
VIP_James: I will surely let you know as soon as I get an update.
VIP_James: Thanks for waiting.
VIP_James: I'm now checking it with one of our specialists.
Zmemo: Yes?
VIP_James: I will inform you as soon as I get a response.
Zmemo: Thank you James
VIP_James: No worries
Zmemo: However, I will have to report this
Zmemo: I am very unhappy
Zmemo: I opted in to the offer thinking that Boyle Casino will uphold their end
Zmemo: however, so far Boyle Casino has not done that
Zmemo: I will download Game History and share it
Zmemo: As proof
VIP_James: I'm checking on it now so we can provide an accurate answer about this.
Zmemo: I really don't understand this
Zmemo: I can clearly myself download game history
Zmemo: Which shows bet amounts for each spin
Zmemo: And there are thousands of spins
Zmemo: If I can see it then the Boyle Casino personnel should see it right away
Zmemo: But I will wait
VIP_James: I'm doing all the best I can here I'm now investigating this with one our game specialists. Please hold.
VIP_James: Thanks for waiting Davor.
Zmemo: Yes?
VIP_James: For us to further investigate on this I may have to forward it to our relevant department.
Zmemo: Ok
VIP_James: We will be sending you an email update once we get an response from them.
Zmemo: I am sorry but up to that point I will have to warn players not to trust Boyle Casino
Zmemo: Because the wagering was not counted properly
Zmemo: Which is not according to what Boyle Casino was advertising
Zmemo: Again, if I can see the game history
VIP_James: We will let you know as soon as we get an update about this.
Zmemo: I do not understand how anyone from your side cannot see it
Zmemo: Bye

 

[pajtaz]

Additional comments

My complaint was not answered and I want to bring this issue up with all Boyle Casino players. At the time I started complaining, I still had more money than my initial deposit in the account. My problem was not with losing money but with the fact that the casino was clearly not counting the wagering properly, causing me to think that I had to wager a lot more than I should.

Also, I want to complain to whatever gaming commission is supposed to oversee Boyle Casino. This is a clear violation of their own bonus rules that stated that 100% of slots wagering will count towards the bonus wagering requirement.

If anyone can help, I would appreciate it. At this point, I just want the casino to admit their fault and to fix the issue for all other players. As a bonus, I would like my 50 euro deposit back because I feel the casino violated its own terms and would not admit it. Worst of all, the history of all bets made using the two slots I was playing can be seen by me and by the casino employees and yet they still refused to acknowledge those bets were made and counted toward wagering requirement.

 

[Slotster!]

Happy to send you the 50 euro if you don't make me read that chat transcript again.

Hopefully someone here who understands wagering better than me can chime in and help.

 

[pajtaz]

Happy to send you the 50 euro if you don't make me read that chat transcript again.

Hopefully someone here who understands wagering better than me can chime in and help.

Haha, I'll take it! Sorry, just wanted to show the blatant inability of the support person to calculate simple math.

 

[dunover]

Haha, I'll take it! Sorry, just wanted to show the blatant inability of the support person to calculate simple math.

Well it's clear the CS is pretty clueless, but that's unfortunately not uncommon. A frustrating chat therefore, and a severe temptation to start cussing (which you didn't.)

Did you read the T&C's properly? I ask because I'll tell you where you might have gone wrong here - the 2 slots you played are PROGRESSIVES and I believe the WR increases by a factor of x? on these - some Playtechs exclude them altogether.

Re-read the T&C's and report back please........


UPDATE:
I actually had a quick look for you and cannot see any exclusions, it simply says 'slots' and their weighting is 100%. I can't see anything about progressives in the promo. I did notice this weird term at the bottom:

Important Bonus Term and Condition

If a player wins twice the value of their bonus they must continue to play on a game with the same weighting until the wagering requirement has been met. EG If a player is awarded a 10 bonus and wins 20 or more while playing Blackjack, they must continue playing Blackjack or a game with a similar game weighting like Craps until they have met the necessary wagering requirement. For a full list of our Game Weightings please CLICK HERE

Again I can't see the relevance of that to your version of events.

 

[pajtaz]

Checked!

Re-read the T&C's and report back please........

I quickly checked T&C of both the bonus, the site and wagering breakdown. There is nothing about progressives and nothing about wagering requirement increasing when playing these slots.

Also, I just found another support to my argument, I just checked my comp points and my total accumulated points were 126. From the Boyle Casino website, "Boylecasino offers you the chance to earn real cash every time you play! Each time you bet with Boylecasino you'll earn Comp Points, you get 1 comp point for every €/£10 you stake which can then be converted into real cash."

If I calculated that I wagered just over 1233 euro, I should have just about 123 comp points. Well, since I have 126 total (I wagered just a bit more since I last calculated the total wagering), that clearly shows that I wagered at least 1260 euro!

 

[pajtaz]

Reply

If a player wins twice the value of their bonus they must continue to play on a game with the same weighting until the wagering requirement has been met.

I started with 150 euro and the most I had was about 220 euro. That means most I won was 70 euro. Since the bonus was 100 euro, that is not twice the value of bonus.

Boyle Casino has not replied yet and it has been 3 hours, even though I repeatedly shown them that I can see all of the game history from the Cashier itself.

 

[dunover]

I started with 150 euro and the most I had was about 220 euro. That means most I won was 70 euro. Since the bonus was 100 euro, that is not twice the value of bonus.

Boyle Casino has not replied yet and it has been 3 hours, even though I repeatedly shown them that I can see all of the game history from the Cashier itself.

I must admit I can't see any reason, what with both checking the T&C's and the evidence you provided why this has happened. The only reason I can suggest is that they (omitting to state this) have a different WR weighting for the slots you played. I hope this isn't listed in the general T&C's and not the bonus ones..

 

[pajtaz]

Hmmm

I must admit I can't see any reason, what with both checking the T&C's and the evidence you provided why this has happened. The only reason I can suggest is that they (omitting to state this) have a different WR weighting for the slots you played. I hope this isn't listed in the general T&C's and not the bonus ones..

I also checked the general T&C and did not see anything about difference in wagering for these slots. Finally, how can the casino omit something like this from either the bonus terms or wagering weighing terms? I do not know what they did and whether it was on purpose but the casino simply did not count all of the bets, making it seem as if the wagering was not being met.

 

[djkice]

My head hurts after reading that transcript.

I wish you the best of luck getting it resolved.

 

[Borgie]

You could try the rep

https://www.casinomeister.com/forums/members/

They have not logged on since 8 May through.

If push comes to shove you can do a PAB

 

[Jasminebed]

Boyle's has another rep also ... https://www.casinomeister.com/forums/members/

Here's the link to the game weightings....

You do not have permission to view link Log in or register now.

There are only a few slots that don't count 100% and the ones the OP played are not amongst them.

 

[pajtaz]

No update

I sent a private message to Keith Hathaway and I just chatted with support again. Nothing has been done yet and I have no update.

 

[chayton]

I've actually played at Playtechs where play on progressive slots don't count toward wagering at all. But I don't see any terms pertaining to that at all.

 

[pajtaz]

Update!

Hi,

I received an email today from VIP Manager acknowledging that Boyle Casino made a mistake. They apologized AND refunded my deposit plus bonus. They also lowered the waging requirement to 20 times.

Matter has been resolved. Thank you for all the input and thanks to Boyle Casino VIP Manager Tim who fixed this.:notworthy

 

[akrus88]

This should cause some serious headache to boyle. They should go trough all players game history who have played at the same time as the OP with bonuses. To see if there is some issues. If there are, they should check it day back and check bonusplayers game histories. If there is still issues they should go day back more. etc. etc....

 

[dionysus]

the casino's been down all day

 

[MisterBJ]

Is it 20 X B or 20 X B+D?

 

[Keith Hathaway]

Hi Guys,

I am just back in the office today after a week out and have only just seen this thread. Please be assured I will update immediately after I have investigated.

Thanks

Keith

 

[Marie2473]

This is "scary" for me since i am on to trust that the casinos that are accredited atleast know how much I have wagered when on a bonus.
I will follow this thread to see what went wrong!

 

[Keith Hathaway]

Hello again,

I have just spoken to the Manager of our Playtech Casino area of the business. It was a simple error on a technical set up on our end, where by the name of the slot is different in the back end system than is displayed on Boylecasino, so he did not realise we had the game so weighting was set to 0. Below is his answer to VIP James.

Hi,

I can see the problem. Playtech refer to the game as Wall St Fever in their DL client.

But in their back end it is called Wallstreet 5Reel 10c. I had the game weighting for this set at 0 as I did not think we offered this game. Please explain this to the customer and give him his 50 back. If he wants you can give him the 200% slots bonus again and let him start from fresh.

Kind regards,
Barry

I hope this clears everything up, and shows it was a simple error that was immediately corrected.

Thanks

Keith