- Joined
- Dec 15, 2009
- Location
- UK
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 When you have an active bonus, all winnings will be added to your to your Bonus Balance and can only be withdrawn once Wagering Requirements have been satisfied.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Funds may be only withdrawn from cash balance(s).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.
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.