Paranoia will destroy ya...
The complaints:
After receiving a promotional e-mail I joined the casino and received a few bonuses on my first 4 deposits, all together I deposited £1300 and played for quite a while and eventually lost all of it. I decided to have one more go and deposited another £500, this time no bonus was awarded so I went to play my favourite games, Roulette and Blackjack, I won and eventually got my balance up to c£5,800. In a nutshell, Grand Duke told me that prior to me depositing my last £500 there was £50 remaining in my account that was linked to my last bonus and therefore had huge wagering requirements on it, I've asked them to tove this and they can't, there wasn't any money remaining in my account when I deposited, it's a lie. This went on for 2 weeks with my account being suspended in that time. I called the asian customer service over 10 times and have written over 15 e-mails. They have now said they will be returning the last £500 I deposited and have reduced my balance to zero, so taking all my winnings of c£5,300.
To make it worse the customer support have called a bonus abuser and told me I violated terms and conditions, they also said I wasn't permitted to speak to a casino manager. I've never experienced this with any other casino, It's been very frustrating. I've lost quite a bot of money of the years, but I've lost it in a fair way, I won this money in a fair way but they refuse to pay out.
After finally getting a hold of the operations manager, we were told he would look into this. After several weeks, it went nowhere.
Grand Duke said that they are taking my winnings because "I hit a big win based on one specific slot machine, in order to significantly increase a bankroll". I played Gold Rally because it was the only one that I could bet 16 per hand, where as every other slot game was a very small amount. I was on live chat about 4 times during my play and note once did they tell me that I had to change games.
They also said "We have good grounds to suspect that you have sought only to exploit a bonus offered by Us in good faith to enhance your entertainment" How crazy is this? Of course playing slot machines is fun and entertaining...isn't that why we all play them?
They also said "on acceptance of a bonus, the minimum wagering requirement is met and funds are subsequently withdrawn".
I played that slot machine for days so I know that I did the wagering and then so much more than required of me. I even asked the guy on live chat if I had done the wagering required of me and he said yes and that I was fine to go ahead and withdrawal some of my winnings.
They have taken the 3000 that I won and the deposit that I put in. This is a disgrace. They should not have a license and be shut down if they are going to steal money from people.
I will be taking this matter further.
This was met with no response. And another...
I deposited 100 dollars, got a 100 dollar bonus, played slots, hit a win on a freespin feature, finished the playthrough on the same and one other slot machine, cashed out 750 dollars. Then my cashout was denied, deposit returned to Click2pay and after several emails asking for clarification I got the following:
As stated in our Terms and Conditions, your bonuses are subject to review for
irregular playing patterns. To ensure fair gaming and the proper use of
bonuses, we consider low margin betting, equal betting, zero risk bets or
hedge betting to be irregular gaming when deployed to exploit bonuses.
You may refer to this link; http://www.grandduke.com/terms-and-conditions
under “Bonuses, Comps, and Promotions” for additional information.
So apparently they have additional bonus terms hidden in the general terms. I read those. And I found them to be self-contradictory. They first say that the following is not allowed:
Wagering based on one specific slot machine, in order to significantly increase a bankroll, in relevance to the initial betting amount, and then switching to another game
and then they go on by saying:
In order to be eligible for withdrawal, you must have winnings from multiple games, in which winnings from any single game cannot exceed 50% of the total amount of the withdrawal request
So after one hits a win he cannot switch to another game. But he has to win a comparable amount in another game. This is impossible. According to those terms no slot player can cash out after redeeming a bonus and winning.
It's like the operator is paranoid that some player just might win. Why can't they offer competitive bonuses like so many other Playtech casinos do?
These bonus terms are rogue in nature since, as the above complaint illustrates, they are designed to disallow any withdrawal. They are poorly written, and terms like these reek of amateurism and rogue-like behaviour.
|
