Baptism by Fire Casino Room - they want to come on board

[Jono777]

Wasn't meant to be seen as a moan to get anything, I have never resorted to that tactic and besides, I don't expect to be given anything just because I had a bad run. I was simply giving honest input into the thread...The same way I have praised other casinos (if I felt it appropriate) when other members have been less than impressed with any one of them.

No point of a forum if it does not have an equal balance of honest opinion, both good and bad.

Totally agree!

I was not suggesting for a moment that you were a moaner, far from it.

It was more of a tongue in cheek jokey comment (hence the ) aimed at the vast difference between the replies we received to our comments, no harm or malice or indeed scrounging intended.

If I have a bad experience at ANY casino (in terms of service or play time) I simply do not deposit there again, so same as you really I don't go 'freebie hunting'

 

[Mirkapigen]

Feedback

Just putting in my two cents - I've played at Casino Room for quite a while now and I really like the design and the overall site. I never really use bonuses or take free spins, but I received a "make a deposit and get 50 spins on twin spin" offer the other day and I figured why not. The only term that was mentioned in the email was 45 times wagering - nothing else, nor a link to further terms.

I used my deposit first and then once that was gone, I spent the free spins. Won something like £13.74 on them and decided to play Dead or Alive. I played with £0.72 per spin and to my surprise won £180. I didn't raise the bet or anything since I remembered most casinos have a clause saying you can only bet a percentage of your bonus. When I discovered it was 5% only.... and I had to dig in the sites general terms to find it, I had basically already broken the rules (5% of 13.74 is 0.69). Also, in order to wager the bonus amount won at 45 times with a stake of €0.69 would be 896 spins

On a separate note, once the free spins were over the game automatically raised the coin value to 0.05 which increased the bet to £1.25. That doesn't seem right if that would then break the terms of the bonus wagering.

I was only looking to extend my play a bit in case my deposit was lost, so no harm done here for me but thought I would highlight that 5% seems very strict + I didn't like the fact that the game automatically raised the bet to an amount that was basically not allowed with the bonus.

 

[Przecinek]

Just putting in my two cents - I've played at Casino Room for quite a while now and I really like the design and the overall site. I never really use bonuses or take free spins, but I received a "make a deposit and get 50 spins on twin spin" offer the other day and I figured why not. The only term that was mentioned in the email was 45 times wagering - nothing else, nor a link to further terms.

I used my deposit first and then once that was gone, I spent the free spins. Won something like £13.74 on them and decided to play Dead or Alive. I played with £0.72 per spin and to my surprise won £180. I didn't raise the bet or anything since I remembered most casinos have a clause saying you can only bet a percentage of your bonus. When I discovered it was 5% only.... and I had to dig in the sites general terms to find it, I had basically already broken the rules (5% of 13.74 is 0.69). Also, in order to wager the bonus amount won at 45 times with a stake of €0.69 would be 896 spins

On a separate note, once the free spins were over the game automatically raised the coin value to 0.05 which increased the bet to £1.25. That doesn't seem right if that would then break the terms of the bonus wagering.

I was only looking to extend my play a bit in case my deposit was lost, so no harm done here for me but thought I would highlight that 5% seems very strict + I didn't like the fact that the game automatically raised the bet to an amount that was basically not allowed with the bonus.

I would consider every casino that employes 5% max bonus rule an unethical casino. It would be much more fair to implement something along the lines of max bet 5€ with an extra clause for highrollers (I think Redbet has something like that).

Bare in mind you were lucky to actually win 13.74 from freespins. Had you won 1€ it would be impossible for you not to break this rule (hard to find games that offer 5 cent spins).

Having said that I wouln't despair Mirkapigen. I'm pretty sure you will get your winnings anyway. I think 5% rule is usually applied to deposit bonuses not freepins. I think there might be a 100€ max win though. So if you had won 180€ you might not be able to withdraw all of it.

 

[cnichas]

Took the words right out of my mouth

I would consider every casino that employes 5% max bonus rule an unethical casino. It would be much more fair to implement something along the lines of max bet 5€ with an extra clause for highrollers (I think Redbet has something like that).

Bare in mind you were lucky to actually win 13.74 from freespins. Had you won 1€ it would be impossible for you not to break this rule (hard to find games that offer 5 cent spins).

Having said that I wouln't despair Mirkapigen. I'm pretty sure you will get your winnings anyway. I think 5% rule is usually applied to deposit bonuses not freepins. I think there might be a 100€ max win though. So if you had won 180€ you might not be able to withdraw all of it.

( please excuse typos or spelling jogging and posting at the same time )
I agree with you 100% I personally find it very predatory, most newbs only look at at the terms and conditions after being burnt by them , I was like that, the last thing most newbies do is just jump in all excited completely unaware of terms like that, and it being in a lot of casinos terms is disgusting, I personally think a welcome bonus should if anything be flexible in its welcome and bonus structure and actually welcome the player

 

[Mirkapigen]

I would consider every casino that employes 5% max bonus rule an unethical casino. It would be much more fair to implement something along the lines of max bet 5€ with an extra clause for highrollers (I think Redbet has something like that).

Bare in mind you were lucky to actually win 13.74 from freespins. Had you won 1€ it would be impossible for you not to break this rule (hard to find games that offer 5 cent spins).

Having said that I wouln't despair Mirkapigen. I'm pretty sure you will get your winnings anyway. I think 5% rule is usually applied to deposit bonuses not freepins. I think there might be a 100€ max win though. So if you had won 180€ you might not be able to withdraw all of it.

I won the £180 pretty early on, so still had around £500 left to wager (wasn't left with much after it, maybe £15). I'm fine with not being able to withdraw the winnings, I took the offer knowing it had 45 times wagering. But 5% of total bonus amount is definitely the lowest I have ever seen. The terms states it applies to any deposit bonus/offer - so think it also applies to free spins offers.

 

[CasinoRoom]

Thanks for the feedback on the max bet rules. We show these rules on the bonus games page for both mobile and desktop players. We are aware that it's very important to be clear about it.

I have discussed this with management and we will amend the T&C to allow players who play with smaller bonuses or winnings from freespins to be able to bet up to €5 on bonus games (excluding DoA) regardless of their initial bonus amount. We will do our best to make these changes ASAP, in the meantime rest assured we will not enforce the terms in these cases you described.

I have checked our logs and haven't found any customers affected by the rules while playing below €5, but please PM me if otherwise and I'll be happy to look into it.

 

[helenakp]

I have few deposits at CasinoRoom,but that was long time ago when i was using Skrill,since i don't use it anymore i cant play at your casino,just because you don't have Neteller paying method.I am checking from time to time,have you add some other e-wallet but nothing so far,maybe you are considering to add Neteller or nothing on that matter ?

 

[pmhcfc]

Can I just add one further comment on Casino Room

I certainly cannot knock their post (poor customer service) customer service.

Omar (rep) has been very honest, courteous and understanding and this is the sort of customer service we all appreciate. I just hope in future it doesn't have to be as a result of anyone else receiving less than the level of understanding that Omar has given.

 

[jjezebel37]

According to their CS, their estimated time of reaching an e-wallet is 3/5 working days!
I withdrew last night, payment was processed to my skrill account and it is still not there.
This is the info they gave me when i emailed them about it.

 

[CasinoRoom]

According to their CS, their estimated time of reaching an e-wallet is 3/5 working days!
I withdrew last night, payment was processed to my skrill account and it is still not there.
This is the info they gave me when i emailed them about it.

Hi, I'm sorry that you received this information. The ETA for payouts via ewallets is 24/48 hours. This is how it works: we process payout requests for ewallets every evening and these are included in batches that are sent by the merchant the next day, early in the morning. If for some reason your request was not included in this batch, then it will be in the next one.

For debit/credit cards the ETA is up to 4 bank days, in European countries it's usually faster, funds are received within 2-3 days, it's really up to how fast the bank and merchant settle transactions.

I have sent an email to my colleagues at support so that we are all on the same page regarding cashout policies and ETA for transfers. Thanks for bringing this up to my attention.

 

[asadzareef89]

great casino

I must say this is also another one of the good casinos, also extremely lucky for me(hope that continues), never took more than 24 hours for withdrawal and games are great too

Just one minor problem is there currency conversion when depositing or withdrawing

Yesterday i was lucky enough to have won a good amount and made 2 withdrawals

200gbp to my neteller and 675gbp to my bank, both were processed withing 24 hours so i received my neteller withdrawal after about 10-12 hours of my request

currency conversion cost me 6.09 quid on 200 quid ''Ellmount Gaming LTD 193.91 Accepted 21-08-2015''

not a big deal but i don't think many people would be greatly pleased, i see positive side lol as i still have 869

 

[LOOKAWAY]

My currency conversion cost me £3.30 for a $205 withdrawal which was paid yesterday morning based on XE.

I thought that was about average, had much worse.

 

[CasinoRoom]

Hello thanks a lot for the feedback, please PM me with your account ID or registered email, I'd like to look into this. Our IT team is working on multi-currency for ewallets, we now have support for transactions in USD, EUR and GBP for Neteller and USD and EUR for Skrill. I'd like to look into what caused the difference and find a solution.

 

[fun4all]

Charging 5% for web wallet deposits now? Without informing people when they go to make a deposit? Really bad imo. I am not talking about currency conversion fees.

 

[CasinoRoom]

Hi fun4all can you pls PM me with your player ID or email so that I can look into this? thanks!

 

[bowki]

So the new payment system is running? I lost ~30€ for 2 deposits and 1 withdrawal. Nice casino, but i will only come back when this fees are gone.

 

[CasinoRoom]

Hello bowki can you please PM me with your player ID or email ? I'd like to look into this.

 

[CasinoRoom]

Hello, should anyone else have issues with payments please contact our support or PM me please. Thanks!

 

[bowki]

PM sent.

But dont get me wrong, Casinoroom is a great place and once the conversion fees are gone im happy to play there. Livechat was excellent and my withdrawal was fast for a first time incl KYC.

 

[spintee]

Terrible CS, The first person was great as was trying to find out if I had an active account,

Than stated that a code is needed to be sent to mobile phone, Nothing comes threw, So talk to live help and pretty rude, (Pelle) It did state contact CS but pretty much told to wait and basic what was my problem? So so far still waiting on my active code to be sent as CS could not give me, They also said ring them? What for? They got my number and was on chat,
So far not good but site looks ok, Will update,

 

[syntynyt]

my first and last dep with Casino Room was one year ago. i remember i played DOA extensively that session only to earn a $0.50 reward. i know that reward system has changed but no idea if decent improvements were made beside the theme.

not really. well i took the 50 fs offer. i won only $3.50(fortunately, wagering was a huge x45). i was at 95%+ with the current mission and after i completed it and earning $1, the next mission simply stopped at 1% despite wagering over $100. casumo echoes, headache. absolutely the same happened with the old reward system with emerald/diamonds/amethyst theme, which suddenly stopped at 1% after massive DOA wagering. now i'm waiting to see what happens...

 

[spintee]

Well, The site runs great but a few bits I do not like, Bonus can only be wagered on netent games, They slam a .50 or £1 on account that has a wager connected to it?

Also I deposit a small £10 to try and even before I had pressed a game, Took no bonus as of and had £32.26 to wager? I ask help and made me laugh as just simply told me I had free spins just to play them and they do not no why I had a wager? GREAT HELP

Also I cannot find no where to see if you have any free rounds, I opened up twinspin and had 2 sets of free spins, I would not of known if did not open game.

 

[CasinoRoom]

Hi @syntynyt, I'd like to look into this if you PM me with your account number. The idea behind gamification is that you go in this journey through planets. You accumulate points by completing missions and then with every mission you complete you get one step closer to the next planet. Missions reward you with XP points and some others with cash and freespins. The progress of a particular mission changes only when you play the tasks with cash, it doesn't work with bonus money and this I think might have been the reason why your progress got stuck at a certain % .

@Spintee really nice to have you on board trying out the site. I'm terribly sorry to see that my colleague was having a bad day, totally unacceptable, I will check what happened there, your satisfaction is really important to us. I see you deposited with a custom code for first deposit that granted you 100freespins on Dazzle Me, this is what we call a freeload.

When we do this type of promotion we set a small wagering requirement that we can always remove at support. The purpose of this block is to ensure fair play, to prevent the following: deposit > get the freespins > cashout > play the freespins , it should not have been a problem to fix this for you, I have credited a goodwill to your account.

Our bonus system uses NetEnt games indeed, in this case wagering requirements are on the bonus amount won with the freespins and we can also get rid of those at support if it's a small left over.

That is quite good feedback to have an overview in your account of freespins campaigns that you have available and I will create a ticket for our technical team to see how we can implement it.

 

[spintee]

Hi @syntynyt, I'd like to look into this if you PM me with your account number. The idea behind gamification is that you go in this journey through planets. You accumulate points by completing missions and then with every mission you complete you get one step closer to the next planet. Missions reward you with XP points and some others with cash and freespins. The progress of a particular mission changes only when you play the tasks with cash, it doesn't work with bonus money and this I think might have been the reason why your progress got stuck at a certain % .

@Spintee really nice to have you on board trying out the site. I'm terribly sorry to see that my colleague was having a bad day, totally unacceptable, I will check what happened there, your satisfaction is really important to us. I see you deposited with a custom code for first deposit that granted you 100freespins on Dazzle Me, this is what we call a freeload.

When we do this type of promotion we set a small wagering requirement that we can always remove at support. The purpose of this block is to ensure fair play, to prevent the following: deposit > get the freespins > cashout > play the freespins , it should not have been a problem to fix this for you, I have credited a goodwill to your account.

Our bonus system uses NetEnt games indeed, in this case wagering requirements are on the bonus amount won with the freespins and we can also get rid of those at support if it's a small left over.

That is quite good feedback to have an overview in your account of freespins campaigns that you have available and I will create a ticket for our technical team to see how we can implement it.

Arhhh I see, Completely understand that & pretty fair to be honest, Would of made a big difference if live help knew about this, Normally sites say you must turn over at least once & sometimes more but its good to see something in place,

As I said the site is running great, Not one problem, Either I had a lucky run without errors or the site is up to par,

I nearly had a heart attack when I see the game winspinner Unfortunate the game is not available? Can you confirm this please

 

[CasinoRoom]

Arhhh I see, Completely understand that & pretty fair to be honest, Would of made a big difference if live help knew about this, Normally sites say you must turn over at least once & sometimes more but its good to see something in place,

As I said the site is running great, Not one problem, Either I had a lucky run without errors or the site is up to par,

I nearly had a heart attack when I see the game winspinner Unfortunate the game is not available? Can you confirm this please

Hey Spintee, thank you for that! I will talk and update our support team on this. Win Spinner, it should be available, please try it again, I just tested it and it's working... must have been temporary, but it should work.