Is this a bonus?

[Marie2473]

Yesterday I was playing at a playtech casino - which I´ve had great experiances with and I really love the games, the staff and the atmosphere in general.
I deposited 50 dollars and used no bonus, I started playing - had a great time and the wins kept falling in. I played for hours and I was up to about $600 dollars, I then got a flash message saying that I had just been credited a 50 dollar birthday bonus for beeing such a valued player. I immidiately stopped playing since I first wanted to check it out.
I went to livechat and was told that the bonus had an 8x rollover requirement. I then asked them to remove it since i didnt wanna wager the bonus with these money that I had already won.
I was told that it would be removed but it would take a "while" since he had to send it to finances. He didn´t know how long a while would be.
Since my neteller was empty and I was on a roll I really wanted to play and he convinced me that 400 would be a piece of cake to rollover - and I actually thought so too so i decided to keep playing and try to make the wagering.. Which I did!
I went down to 500 and decided to cashout since the games were getting really tight..
Made the withdrawl and just 12 hours later the money was in my neteller accoun - only it was not 500, it was 450. They had taken the bonusmoney back since it´s not cashable…..
I knew that they had this rule on deposit bonuses - however I didnt think that that rule would apply when getting a 50 dollar birthday bonus - with 8times wagering , that I wagered with the 600 dollars i had already won…
Do you consider this a bonus?

Since I dont wanna trash the casino in anyway - I´ve had a great time there and I will go back again. I just wanna get some opinions.

[eu_lowroller]

Why in the hell did they gave you this useless bonus during your normal play without any bonus?

This have really no sin, since it's a non-cashable bonus, but it looks like, that they only wanted you to play a little bit longer in the hope, that you lose a little bit back for them!

They could give you the bonus, after you've made your first withdrawal, or even before you start to making a deposit, but never during your play with your own real money!

Name and shame, i would say

[De Beuker]

So, if I understand your story right, they throw in a 50 bonus at the moment you have a fully cashable 600 balance?!
Then you're suddenly tied to 400 playthrough, and after clearing that they took back the 50??!!
Thats close to rogue behavior, VERY close..
Happy birthday btw!

[Marie2473]

So, if I understand your story right, they throw in a 50 bonus at the moment you have a fully cashable 600 balance?!
Then you're suddenly tied to 400 playthrough, and after clearing that they took back the 50??!!
Thats close to rogue behavior, VERY close..
Happy birthday btw!

Yep, you understood me fully...
Thanks for the birthday wish =)

[De Beuker]

Yep, you understood me fully...
Thanks for the birthday wish =)

You're welcome

Let me put it this way, if it happened to me I would have been furious, absolutely furious.
You even asked them to remove it, and they come up with this 'finance department' BS, so they fully knew what they were doing.
As eu_lowroller mentioned, a non-cashable bonus should only be given at a moment you have NO cashable balance otherwise its useless.
This is just a very dirty trick, nothing more, nothing less.

[rockycatt]

Why in the hell did they gave you this useless bonus during your normal play without any bonus?

This have really no sin, since it's a non-cashable bonus, but it looks like, that they only wanted you to play a little bit longer in the hope, that you lose a little bit back for them!

They could give you the bonus, after you've made your first withdrawal, or even before you start to making a deposit, but never during your play with your own real money!

Name and shame, i would say

I agree

[Marie2473]

You're welcome

Let me put it this way, if it happened to me I would have been furious, absolutely furious.
You even asked them to remove it, and they come up with this 'finance department' BS, so they fully knew what they were doing.
As eu_lowroller mentioned, a non-cashable bonus should only be given at a moment you have NO cashable balance otherwise its useless.
This is just a very dirty trick, nothing more, nothing less.

Well, I guess I am also at fault. I could have waited for them to remove it, but on the other hand I was really in the mood to keep going when the slots were hot =)
Good to know that i am not the only one who thought it was wrong. I even pointed it out to them when I recived my withdrawl today in an email and I got a reply back saying;

It is good to know that you love playing here at our Casino. However, with regards to your bonus concern, we would like to inform you that it is not all the time that we give Birthday Bonus to our players since it is not in our Promotions. But since you are a valued player, we have coordinated your request and have given you a Birthday Bonus worth US$50.
(not a request, I asked in chat several days ago if i could geta match bonus since it was my birthday))

However, please be reminded that we have our Bonus General Conditions and Limitations which applies to all bonuses received. It states there that all bonus received are only for wagering purposes and bonus amounts will be removed from a withdrawal before processing. This is why you have only received US$450.00 for your NETeller withdrawal request.

I dont have a problem with their rules, just that they gave me, what they call a bonus at the middle of my play, and then took it back at time of withdrawl. They shoudl have waited until I had cashed out, or made my next deposit...
That was my opinion and by writing this i just wanted to make sure that I was not wrong by thinking so!
doesnt change anything - but atleast I feel better =)

[De Beuker]

ROFL, just as I thought, you are sooo ungrateful!
You should have said Thank you instead of complaining!
Its a GIFT, we are so generous!
My advice: UNINSTALL!

(Ofcourse you play on, and they knew that very well, you were on a roll and the last thing you want is quit until their 'finance department' gets back to you)

[Stovetopp]

Marie, I would leave that casino immediately!

If you are such a valued customer, then ask them to return your $50 bucks or adios ,crooks!
There are zillions of online casinos out there and you are not from good old USA, so why tolerate such roguish behaviour?

[Klub8]

All I can say is... oops!

In our rush to try and fix things, our internal communication was not complete. Support did the right thing as all bonuses at Klub8 are removed when a cashout occurs - this is why we can offer the low 8x playthrough, instead of the 15x or higher you see at most casinos.

However - the $50 was intended to be a *gift*, albeit with playthrough, rather than a *bonus*. I am now checking to see what we can do, but I expect this will be rectified shortly.

I apologize to Marie in advance - but many congratulations on your winnings

Regards,

The Klub8 Team