Resolved CastleJackpot bonus balance issue

Hi,

I have been a customer of castle jackpot for a while and never had any problems. I have deposited loads, cashed out maybe twice with no problems. However today in the early hours of this morning I took a £50 match bonus. I cleared the wagering, with only a small (but decent) profit (total balance about £350). However although the bonus was showing as "fulfilled" in the cashier I could only withdraw a random amount of £160 and change with the rest showing as "bonus" money. Of course I had carefully checked the T and C before hand and it said

"14.1.5. Bets will be funded from your Cash Balance, unless it is zero at which point bets will automatically be taken from you Bonus Balance. When you have an active bonus, all winnings will be added to your to your Bonus Balance and can only be withdrawn once Wagering Requirements have been satisfied. Once Wagering Requirements have been met the Bonus Balance will be transferred to your Cash Balance and is available for withdrawal"

The relevant line "Once Wagering Requirements have been met the Bonus Balance will be transferred to your Cash Balance and is available for withdrawal"

(I have a screenshot of these T and C and one showing the time and date on my computer as well incase they try and change them, taken from their website)

I wrote to customer support politely and copied the relevant T and C and said please make my balance withdrawable. They replied

"

Thanks for your message.

Funds may be only withdrawn from cash balance(s). Currently your funds are showing as a combination of cash funds and casino bonus funds.

When you accepted a bonus from us, this resulted in wager requirements being applied to your account.

Don't worry you won't need to make a deposit to wager further bets as you may use the funds in your casino bonus balance.

Bonuses, may be cancelled, however this will result in all bonus funds being forfeited. You may cancel the bonus at any time by going to promotions/bonuses and cancelling it there.

Bets on different games contribute towards Wagering Requirements to varying degrees, not all bets will count. Bets on Slots and Instant Win games will contribute 100% of the actual wagering towards the Wagering Requirement (with the exception of Multiplier). Money staked on Blackjack or Video poker games will contribute 10%, and money staked on Roulette will not count at all.

Progress towards the wager requirement may be viewed by going to the Bet/Promotion/Bonuses History section of your account.

If we may assist you further, please do not hesitate to contact us.
"

I was a bit infuriated as I had completed the wagering as their system shows and their t and c says it will become withdrawable. I replied back asking them to read my email properly as I thought there was an issue and to escalate the problem to a manager. They replied with

"Thank you for your email

presently the total funds that qualify for withdrawal are £165.75

Should you have any further questions or queries please don't hesitate to email us.

"

Ignored my requests and their own t and c and keeping over half my money hostage. They are also stonewalling my emails and not escalating when asked.

I have tried politely speaking to them but it doesn't work. They don't have a rep here and I am not about to PAB over £170 or whatever it is with a non accredited casino. I would just like to point out they are keeping my money hostage for no good reason and lying in their T and C. If anyone affiliates for this group could they PM me to try and get me some help here.

Thanks.

You can try email them direct instaed of going threw cs, gamingrealms.com/our-products/casino/
I personaly thought they was ok, There could be a reason that I seen a few days ago on another site from the ips range, That wager had gone up, Maybe the true wager was not showing on your playthrew and should of been more, This is my guess but weird how you could of withdraw some?
Please keep us up to date because I do play there

Thank you spintee, I have emailed them via the contact form on that website you listed (would never have found it otherwise).

I have played a little more and nothing changes although what you say did cross my mind. The bonus however is showing as "fulfilled" in my cashier so it should be fine. Their terms clearly state it will all move to cash once wagering is completed. To quote an old member here (ChopleyIOM)

"If a player f**ks up and loses his shirt as a result of not reading the T&Cs properly, he's SOL and just has to take it on the chin.

The same rule should apply to the casino, especially since they actually write the T&Cs in the first place."

This isn't even over a lot of money just £170 or so, ridiculous if you ask me. Their customer support just wont listen either I have tried many times and am just swatted away like a fly.

Just an update to this thread.

First of all big thanks to spintee. Filling out that form got me a response from somebody who didn't just brush me off and on Monday I received the following email from support.

"
Thank you for your email and sorry for the late reply.

We appear to have a problem with our bonus/wagering tool at the moment, which our Tech Team are working to fix.

Once resolved, someone will contact you via email.

Please accept our apologies for the inconvenience.

"

That's great and is what I hoped for. I just waited patiently hoping they would fix the error. Sadly today I received this

"Regarding your bonus issue, the funds were transferred to your cash balance when your wagering requirements were fulfilled however the funds also remained in your bonus balance. As such the excess funds have now been drained from your balance.
"

Bloody hell. I logged into my account and they have just REMOVED over half my balance . I completed the wagering fair and square and the balance was correct and should have moved into cash. Sadly they realised there was a mistake eventually but have now decided just to remove over half my balance? Very upset by that and I emailed the contact back a bit angrily tonight.

Was looking like they had found the misake but I cant believe they have just removed my balance. Disgusting

That's just happened to me on slotaway (same company). But there is a genuine fault with their system. When the WR is fulfiled the bonus balance is credited to the cash balance, and the bonus balance SHOULD be zeroed. But this wasn't happening the cash balance was being credited but the bonus balance wasn't being zeroed. which was making the overall balance double what it should be. I know it's genuine, because as soon as my bonus was fulfilled my balance suddenly doubled. I was hoping they's attach some WR to the extra and let me play it, as a gesture of goodwill. but alas it wasn't to be

Ok if that is true then that's making sense brian, they have not told me that.

My balance was what I thought it should be BUT to be fair I was playing 5p coin sizes and they are confusing. Also if what you are saying is true mine more than doubled

So looks like we got to bottom of it, I withdraw £175 other day from betuk from the free £5

I took £40 than reversed a few days later and got it to that amount withdraw and in my bank about 3 days later,

I do like there sites but if you notice that when you get emails from ips its missing the castlejp site, This is cause I think they do there own bonus and banking as banking seems to be a bit quicker from cj,

I like small deposits and bingostars got same machines give you and £10 mach bonus daily & wager is 25x bonus only

brianmon said:

That's just happened to me on slotaway (same company). But there is a genuine fault with their system. When the WR is fulfiled the bonus balance is credited to the cash balance, and the bonus balance SHOULD be zeroed. But this wasn't happening the cash balance was being credited but the bonus balance wasn't being zeroed. which was making the overall balance double what it should be. I know it's genuine, because as soon as my bonus was fulfilled my balance suddenly doubled. I was hoping they's attach some WR to the extra and let me play it, as a gesture of goodwill. but alas it wasn't to be

Click to expand...

I just went through my transaction logs and painstakingly added up every bet I made on Friday (lol almost 40 pages worth). The balance is CORRECT now as you say.

There was a big bug in the bonus balance showing incorrectly and causing all sorts of confusion plus there were customer service issues but it has been sorted out, and at NO time was I out of pocket I would like to make that clear.

Going to pm a mod to change the title as its unfair on the casino. Thanks again for all the replys everyone

Thread title changed per OP's request. Original title was "CastleJackpot refusing to convert winnings to cash".