camilasantana
Dormant account
- Joined
- Jul 23, 2006
- Location
- Sao Paulo
On 6th of July I played a 100% bonus at casino fortune UK. I played exclusively Blackjack, which was allowed, following the terms they send me in the email offer and the bonus confirmation mail.
I wagered more than the required turnover and cashed out more than 6.000 GBP. Few days later I received an email stating that all my winnings are void because I was only allowed to play on slots. When I sent their own email invitation back to them, they replied that this was an error and that another email was sent stating that it was an error.
I have never received an email stating that it was an error and even in the bonus confirmation mail it was clearly written that I am allowed to play Blackjack with this bonus.
I tried to convince them but after 3 emails they stopped replying, so I think I have just been ripped off big time.
It is not the first time that I have played in this casino / group and as far as I remember I have never made a cashout before.
I have contacted playtech about this matter but I did not get any response from them yet. Not even an email that confirms that I made a complaint. (Don't know if this is normal)
For better understanding, I past some of mine and their emails. If somebody has made similar experiences I woul be happy to hear how this ended. Also if someone received the same email offer form this group on 5th of July I would like to know if they really have sent another email, stating that the first one was sent in error.
Email offer on 5th July: War of the Casinos:
Cast you entry vote by making your deposit now and you will be rewarded with a 100% Match. Max bonus payable is $500.
Once you claim this offer before the expired date; the war will continue with another repeat with the same Percentage.
With this deposit offer you will need to wager both your purchase and credits received a total of 30xs before any withdrawals can be made.
All games with the exception of Roulette, Baccarat, Sic Bo and Craps can be played with this incentive. Any winnings retrieved from these restricted games will be voided and initial deposit placed back in your account for continued play.
Bonus confirmation email on 6th of July:
Hello Camila
Thanks for emailing.
This email is just to confirm, your account has been credited.
Remember you are required to wager bonus plus deposit 30 times. All games with the exception of Roulette, Baccarat, Sic Bo and Craps can be played with this incentive. Any winnings retrieved from these restricted games will be voided and initial deposit placed back in your account for continued play.
Have fun playing.
Regards
Shelley Ann
Cancelation of my winnings on 11th of July:
Hello Camila,
Our Audit Department reviewed your account and saw on the 06h July, 2006 you made Deposit of $500.00 and received a Deposit Bonus $500.00.
Camila please note for claiming any bonus you are only allowed to play slots. Any winnings from other games using bonuses or Deposits made to get bonuses will be voided.
You can cash in after wagering 30X the total amount deposited plus bonus or your balance reaches zero.
Failure to comply will void any and all winnings, as well as promotional bonus credits.
Since you did not comply with the bonus policy your total winnings of 6,298.00 from the Deposit and Deposit Bonus was voided.
Camila please note your initial Deposit of $500.00 remain in your account for you to play.
Explanation, 13th of July:
Camila allow me to explain. When this offer was sent to you on the 5th July2006 another mailer right afterwards was also distributed notifying all our customers who received the first offer to ignore for the terms and conditions were incorrectly stated. The second mailer highlighted that once you were willing to accept the deposit offer the correct terms and conditions were Slots Only. Hence the reason your cashins were not allowed.
My reply:
Hi and thanks for your answer. But I have to tell you that what you state simply is not true. I did never receive such an email and even when the bonus was credited to my account I received the following...
My email on 14th:
Hi
any news? You did not reply to my last email.
Reply from the casino on 14th:
Hello Camila
No news at this time; however I should have feedback for you before the day is out.
You will be hearing from me with a confirmation.
Regards
Candy
After a few unanswered emails I got this reply on 23rd:
We do apologize for the delay in response.
Camila, your cashins has been voided because it was wagered on Blackjack. Please note, all bonuses are for Slots only. However, your account has been refunded with your deposit.We do apologize for the delay in response.
This was the last email I received (except new promotional offers of course) from the casino.
I wagered more than the required turnover and cashed out more than 6.000 GBP. Few days later I received an email stating that all my winnings are void because I was only allowed to play on slots. When I sent their own email invitation back to them, they replied that this was an error and that another email was sent stating that it was an error.
I have never received an email stating that it was an error and even in the bonus confirmation mail it was clearly written that I am allowed to play Blackjack with this bonus.
I tried to convince them but after 3 emails they stopped replying, so I think I have just been ripped off big time.
It is not the first time that I have played in this casino / group and as far as I remember I have never made a cashout before.
I have contacted playtech about this matter but I did not get any response from them yet. Not even an email that confirms that I made a complaint. (Don't know if this is normal)
For better understanding, I past some of mine and their emails. If somebody has made similar experiences I woul be happy to hear how this ended. Also if someone received the same email offer form this group on 5th of July I would like to know if they really have sent another email, stating that the first one was sent in error.
Email offer on 5th July: War of the Casinos:
Cast you entry vote by making your deposit now and you will be rewarded with a 100% Match. Max bonus payable is $500.
Once you claim this offer before the expired date; the war will continue with another repeat with the same Percentage.
With this deposit offer you will need to wager both your purchase and credits received a total of 30xs before any withdrawals can be made.
All games with the exception of Roulette, Baccarat, Sic Bo and Craps can be played with this incentive. Any winnings retrieved from these restricted games will be voided and initial deposit placed back in your account for continued play.
Bonus confirmation email on 6th of July:
Hello Camila
Thanks for emailing.
This email is just to confirm, your account has been credited.
Remember you are required to wager bonus plus deposit 30 times. All games with the exception of Roulette, Baccarat, Sic Bo and Craps can be played with this incentive. Any winnings retrieved from these restricted games will be voided and initial deposit placed back in your account for continued play.
Have fun playing.
Regards
Shelley Ann
Cancelation of my winnings on 11th of July:
Hello Camila,
Our Audit Department reviewed your account and saw on the 06h July, 2006 you made Deposit of $500.00 and received a Deposit Bonus $500.00.
Camila please note for claiming any bonus you are only allowed to play slots. Any winnings from other games using bonuses or Deposits made to get bonuses will be voided.
You can cash in after wagering 30X the total amount deposited plus bonus or your balance reaches zero.
Failure to comply will void any and all winnings, as well as promotional bonus credits.
Since you did not comply with the bonus policy your total winnings of 6,298.00 from the Deposit and Deposit Bonus was voided.
Camila please note your initial Deposit of $500.00 remain in your account for you to play.
Explanation, 13th of July:
Camila allow me to explain. When this offer was sent to you on the 5th July2006 another mailer right afterwards was also distributed notifying all our customers who received the first offer to ignore for the terms and conditions were incorrectly stated. The second mailer highlighted that once you were willing to accept the deposit offer the correct terms and conditions were Slots Only. Hence the reason your cashins were not allowed.
My reply:
Hi and thanks for your answer. But I have to tell you that what you state simply is not true. I did never receive such an email and even when the bonus was credited to my account I received the following...
My email on 14th:
Hi
any news? You did not reply to my last email.
Reply from the casino on 14th:
Hello Camila
No news at this time; however I should have feedback for you before the day is out.
You will be hearing from me with a confirmation.
Regards
Candy
After a few unanswered emails I got this reply on 23rd:
We do apologize for the delay in response.
Camila, your cashins has been voided because it was wagered on Blackjack. Please note, all bonuses are for Slots only. However, your account has been refunded with your deposit.We do apologize for the delay in response.
This was the last email I received (except new promotional offers of course) from the casino.
)
that was learning money) I have played different RTG , Microgaming and Boss Media. Never had any problem eventhough I have had my concerns.
