I've been playing for a couple of years, but I've never had a problem... until now. I thought I'd post it here, for thoughts or suggests, or even just to give people a heads up.
The casino is City Club Casino.
I deposited $100 last night, and played for a couple of hours. I played a while again this morning, before checking to see if I'd met the WR, mostly at $5/hand.
Here are the terms and conditions, from their website.
They're much longer than that, of course, but they're the same now as they were last night, so you can go and read them if you want.
The casino prohibits BJ, but allows VP.
About an hour ago I checked my cashier, and saw I'd wagered enough to fulfill the WR. The comp screen showed I'd wagered $4330, for which I earned one dollar in comps. I took the $1, bumping my account all the way to $132.00, and tried to cash out. No luck.
I called, and the CSR told me the bonus was play money only. It was automatically removed, and could not be withdrawn. I told her that's not what the T&C's said, and she asked me to read them to her. Then she said I hadn't wagered enough. I asked her if the problem was that I hadn't wagered enough, or was it that the bonus couldn't be withdrawn at all. She said it was both.
At that point I decided I wasn't getting anywhere on the phone.
So I've sent an email.
Again, any thoughts or suggestions are welcome.
Thanks!
The casino is City Club Casino.
I deposited $100 last night, and played for a couple of hours. I played a while again this morning, before checking to see if I'd met the WR, mostly at $5/hand.
Here are the terms and conditions, from their website.
100% MATCH BONUS ON YOUR FIRST DEPOSIT UP TO $100
Deposit any first deposit amount up to $500 at City Club Casino and we will automatically credit your account with a 100% bonus of up to $100 in free bonus cash.
Please note that in the interests of fair gaming, we require you to have wagered a minimum of 20 (twenty) times your deposit and bonus before cashing out any amount higher than your initial deposit amount, up to$4,000. If you make a withdrawal before wagering 10 (ten) times your deposit and bonus, the bonus money and winnings will be removed from your account.
For example:
Deposit $20, Get $20 Bonus. Wager at least $800 ($40×20).
Deposit $100, Get $100 Bonus. Wager at least $4,000 ($200×20).
Deposit $200, Get $100 Bonus. Wager at least $4,000 .
Deposit $500, Get $100 Bonus. Wager at least $4,000 .
They're much longer than that, of course, but they're the same now as they were last night, so you can go and read them if you want.
The casino prohibits BJ, but allows VP.
About an hour ago I checked my cashier, and saw I'd wagered enough to fulfill the WR. The comp screen showed I'd wagered $4330, for which I earned one dollar in comps. I took the $1, bumping my account all the way to $132.00, and tried to cash out. No luck.
I called, and the CSR told me the bonus was play money only. It was automatically removed, and could not be withdrawn. I told her that's not what the T&C's said, and she asked me to read them to her. Then she said I hadn't wagered enough. I asked her if the problem was that I hadn't wagered enough, or was it that the bonus couldn't be withdrawn at all. She said it was both.
At that point I decided I wasn't getting anywhere on the phone.
So I've sent an email.
Hi,
My name is xxxx xxxxx. Last night I deposited $100 at your casino, under the "Match Bonus" promotion, advertised on your website.
I read the terms and conditions carefully, and I saw I had to play the bonus and the deposit twenty times in order to cash out the bonus.
After playing for a few hours last night and this morning, I checked my comp points in the cashier, and saw that I'd wagered $4,330. But when I tried to cash-out, my cash-out was denied. I called customer service,, and the rep I talked to said that the bonus was non-cashable, that it could not be cashed out all at, ever.
Please note that nowhere in your terms and condtions is this said or implied.
Instead, they say:
Please note that in the interests of fair gaming, we require you to have wagered a minimum of 20 (twenty) times your deposit and bonus before cashing out any amount higher than your initial deposit amount, up to$4,000. If you make a withdrawal before wagering 10 (ten) times your deposit and bonus, the bonus money and winnings will be removed from your account.
Again, the figures in the "Comp Points" section in the cashier show I have wagered over $4000.
Could you please help me sort this.
Thank you.
Again, any thoughts or suggestions are welcome.
Thanks!