Casino LaVida : New bonus rules???? What do you think??

mrjolio said:

Hi,
A long year reader and follower.

I have been playing at Microgaming casinos for about 15 years.
In general no complaints but as you may have noticed many MGS have been changing their bonus policies during last weeks.

I think they should notify players before doing that especially if they change it to something I think is rather out of context.

I was playing at Casino Lavida last week, made several deposits getting a bonus for eache deposit and zeoring out my balance with no luck.
My last deposit it was a small 20 Euros with a 5 Euro bonus.
As I was winning I noticed that my bonus balance was keep getting bigger.
I spoke with the live chat and was informed that they changed their bonus policy and that now in order to get a withdraw you have to meet the rollover requirements not for your last deposit but for all your deposits in the past that you got a bonus and did not manage to fullfill the rollover requirements.
So when I asked if I have 0 balance and make a deposit without a bonus would I still have rollover requirements the answer was yes.
I think it is completely irrational, but I would like to hear your thoughts also.
P.S. I do have the live chat if you think I should post that, I will be happy to.

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mrjolio said:

Well here is the live chat.
I should clarify though that I made the ridiculous rollover the wanted and withdrew, so I am not asking anything from them, I just don't understand the point of this rules. It's like telling you if you lost once don't deposit again.
I have underlined where it states the point

General Info
Chat start time Oct 19, 2014 4:22:42 PM SAST
Chat end time Oct 19, 2014 4:58:55 PM SAST
Duration (actual chatting time) 00:36:13
Operator John
Chat Transcript
info: You are being connected with our support team. Thank you for your patience.
info: 'John' will be helping you with your query. We’d appreciate your feedback on our service in the survey after the chat.
xxxxxxxxx: hi
xxxxxxxxx: user ***************
xxxxxxxxx: I made yesterday several deposits
John: Hi Ioannis
xxxxxxxxx: I zeroed out on all but the last
xxxxxxxxx: My last one was 20 euros with 4 euros bonus
xxxxxxxxx: nevertheless my bonus now 28.25
John: Please allow me a moment to access and review your account please.
xxxxxxxxx: ok
John: ;-)
John: Thank you for holding for me Ioannis, was your request to remove the bonus?
xxxxxxxxx: yes
John: I will not be able to remove the bonus as you have 1123.23 ply through that you still need to meet.
xxxxxxxxx: no i dont have
xxxxxxxxx: As i described earlier I zeored out on my previous deposits
John: I cannot remove the bonus when you have started wagering
xxxxxxxxx: Lets start all over again
xxxxxxxxx: I deposited the last time 20 Euros
xxxxxxxxx: My bonus was 4 euros and my balance went to 24 Euros, which was correct
xxxxxxxxx: As I started playing the more I won the more my bonus balanced increased
xxxxxxxxx: Therefore I want my bonus balance to go to the normal according to your Terms & conditiond
John: Please understand that wagering never gets removed when it has not been met, it will be added to the next wagering requirement of the next bonus that you receive at the casino
xxxxxxxxx: I repeat : I zeroed my balance on all my previous deposits, without fullfing the rollover requirements, but as stated on ALL micorgaming casinos T&C the rollover requirements do NOT continue in your next deposit if you have zeroed your balance
xxxxxxxxx: Please find your terms and conditions and state me where is that stated
xxxxxxxxx: You are either completely wrong or you are the only microgaming casino that has this rule
xxxxxxxxx: You are completely wrong because if this is the case I should never deposit again because I will have a huge rollover requirement even if I dont get a bonus!!!! Is that you are saying???
John: Our systems are always up to date and will zero if you have met wagering Ioannis. The wagering that is left on your account is your current wagering that you have not completed
xxxxxxxxx: I ask you again. Where is that stated on your terms and conditions?
xxxxxxxxx: And also are you telling me that the next time I deposit even if I dont get a bonus I will still have rollover requirements????
John: You will have that wagering left if full wagering requirements are not met
xxxxxxxxx: Even if i don't get a bonus in my next deposit???
John: That is correct Ioannis
xxxxxxxxx: I ask you for the 3rd time. Where is that stated in your terms & conditions???
John: You will have to meet your wagering requirements in order to cancel everything to Zero
John: You will have to tell me what you saw on the terms and conditions or copy and paste what you want me to read
xxxxxxxxx: I ask you again. Please reread your terms and conditiond and let me know where is that stated
John: You will have to tell me what you saw on the terms and conditions or copy and paste what you want me to read
xxxxxxxxx: do you know your T&C or not???
xxxxxxxxx: The bonus is zeroed out if your balance is zeroed out
John: I know my terms and conditions so i ant you to tell me what you are referring to with regards to the terms and conditions
xxxxxxxxx: It has been like that for ages in all mg that I play the last 12 years
xxxxxxxxx: 32red, 7 sultans, royal vegas, jackpot city, villento, cabaret club etc
John: That is not the case Ioannis. Your wagering requirements will still be there is they have not been met
xxxxxxxxx: I have never ever had a similar issue.
xxxxxxxxx: Where is that stated?????
xxxxxxxxx: It is a simple question
xxxxxxxxx: ask your supervisor
xxxxxxxxx: or floor manager
xxxxxxxxx: Someone must know your T&C's
John: Thank you for waiting. I'll be with you in just a moment.
John: I have spoken to my Pit Boss and he has told me that you need to zero out all your balances with no wagering ;eft

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jonmincher said:

this seems like a case of many live 'help agents who actually do not know what they are on about (apologies to those that do!) In 10 or so years of online play which have involved many, many visits to chat, I have been told many things that have later turned out to be totally incorrect or not even close, I'm sure this has to one of those times as that rule is ridiculous and will cost casinos an awful lot of custom

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My last one was 20 euros with 4 euros bonus
xxxxxxxxx: nevertheless my bonus now 28.25
John: Please allow me a moment to access and review your account please.
xxxxxxxxx: ok
John: ;-)
John: Thank you for holding for me Ioannis, was your request to remove the bonus?
xxxxxxxxx: yes
John: I will not be able to remove the bonus as you have 1123.23 ply through that you still need to meet.

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RedFlush Host said:

Hi all,

With all bonuses that are offered, there is a Wagering Requirement that is attached. Should the WR not be met and the balance on the account not be zero-ed out by the play in the session before the next deposit is made, the outstanding WR will be added on to any new WR (if any). Also note that when one plays with a match bonus and cash credits, the casino software will use your cash credits first. As you meet your WR, the bonus will be allocated to your cash value. Should the WR not be met and there is still a balance in the account when the next deposit is made, the system will automatically put a percentage of funds into bonus value. This will continue until the WR is met or the balance is zero before the next deposit.

mrjolio - I cannot comment on your query directly however if you could please PM me with your casino username and details, I will gladly investigate the matter and respond to you accordingly.

With regards to the chat that you have had with John, I will speak with the Customer Services Manager personally and make sure that this matter does gets attended to.

I will await the PM so that I may be able to investigate this matter further.

regards

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spintee said:

As stated by fellow member (Tirilej)

If your Bonus Balance falls below 5 casino credits before meeting the wagering requirements, and provided that you have no bets in play, casino management will regard the wagering requirements met

I got to admit 5 credits are are bit high as normally under 1 or 0 out, so that sentences alone should put players of if Tirilej statement was true, As you stated that you have to 0 out & if true why the OP get added wager, Unless they had sum unplayed games than what you say is ---

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Tirilej said:

Since I took it from their page it has to be true so please no ''if's'' here spintee

If you go back and read the op's chat you will see that he tells cs that he did zero out on all earlier deposits ''but the last''.
That mean it was only the last deposit bonus that was following his new deposit.
How much he had left when he did that deposit we don't know.

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RedFlush Host said:

Hi all,

With all bonuses that are offered, there is a Wagering Requirement that is attached. Should the WR not be met and the balance on the account not be zero-ed out by the play in the session before the next deposit is made, the outstanding WR will be added on to any new WR (if any). Also note that when one plays with a match bonus and cash credits, the casino software will use your cash credits first. As you meet your WR, the bonus will be allocated to your cash value. Should the WR not be met and there is still a balance in the account when the next deposit is made, the system will automatically put a percentage of funds into bonus value. This will continue until the WR is met or the balance is zero before the next deposit.

mrjolio - I cannot comment on your query directly however if you could please PM me with your casino username and details, I will gladly investigate the matter and respond to you accordingly.

With regards to the chat that you have had with John, I will speak with the Customer Services Manager personally and make sure that this matter does gets attended to.

I will await the PM so that I may be able to investigate this matter further.

regards

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vinylweatherman said:

If the player HAD zeroed out as they claim, then something has clearly gone wrong. It would be easy for CS to determine whether or not the player had made the deposit onto a zero balance.

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Tirilej said:

As I said in my post earlier....that if you read the op's chat again he had not zerod out the one he made just before.
Nothing seems to have changed. That was the op's words not the cs or the reps.

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I was playing at Casino Lavida last week, made several deposits getting a bonus for eache deposit and zeoring out my balance with no luck.

Click to expand...

xxxxxxxxx: I zeroed out on all but the last
xxxxxxxxx: My last one was 20 euros with 4 euros bonus
xxxxxxxxx: nevertheless my bonus now 28.25

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vinylweatherman said:

The OP states he did.

Then in chat he states:-



Well, if his last was for a €4 bonus, and he didn't zero out, then his bonus balance would carry over this WR to the next cash deposit, but would STILL be showing €4 or less, yet it's €28.25 - it still doesn't make sense.

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Balthazar said:

Also, do not ever trust La Vida's outsourced CSR's for anything whatsoever.

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