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Bonus Complaint Accidentally broke 32Red's T&C

Discussion in 'Casino Complaints - Bonus Issues' started by petro, Feb 1, 2011.

    Feb 1, 2011
  1. petro

    petro Dormant account, per user request PABnoaccred2 PABaccred

    Occupation:
    N/A
    Location:
    Narnia
    I am hoping Mark will sort this out for me.

    The core of my problem is that I took a bonus at 32Red and accidentally broke the following T&C;
    "There is a maximum stake of 6.25 Chips (or coin equivalent) per bet until the play through requirement has been met. For the purposes of this rule a Bet is defined as one roulette spin or one dealer's dealt hand in any table game, or one deal in any Video or Power Poker game (this includes Multi-Hand/Play games)."
    And can be viewed here; You must register/login in order to see the link.

    If you ask me it's a stupid trouble making T&C as 99% of players would never read it and many I'm sure would bet over 6.25.

    Checking through my play logs at 32Red shows that I made the following bets over 6.25:

    $12.00
    $12.00
    $12.00
    $12.00
    $30.00
    $15.00
    $12.00
    $45.00
    $9.00
    $27.00


    As soon as I realised I broke a T&C I contacted 32Red's support who told me that I will only know if I will be punished for this if I manage to win on the bonus.
    This is no good to me as I don't know where I stand; for instance if I happen to win big, 32Red could hit me with increased play through or worse. I explained this to the rep. but he said they cannot tell me beforehand whether or not I will be punished for this.
    Only after and only if I win will they tell me.

    He did though, offer to refund my deposit.
    But I am still unsatisfied with this and will probably close my account and not return if this cannot be resolved. What I would like is a concrete answer;
    Will I or won't I be subject to increased playthrough or winnings removed, etc.?

    It was a genuine mistake that won't happen again and I wouldn't want to burn my bridges with one of the best casinos on the net.

    Hoping I can get some help here. :cool:
     
  2. Feb 1, 2011
  3. rainmaker

    rainmaker I'm not a penguin CAG webmeister

    Occupation:
    -
    Location:
    -
    I did something of the same at Unibet. I broke a T & C rule. Me and a friend was playing, and we used his credit card on one of the deposits in my account. It was a stupid mistake. My own fault.

    But I contacted Unibet, and told them that I had done this by a mistake. I asked them if that could cause a problem with withdrawals. They told me the same as 32red told you.

    I closed my account, and has not played there again.
     
  4. Feb 1, 2011
  5. Rick Deckard

    Rick Deckard Experienced Member

    Occupation:
    IT
    Location:
    UK
    It's very clearly stated in the T&C's so I would have to disagree with you on this. They aren't the usual monolithic TnC's you find at most casinos.

    Call me a dummy but what does 6.25 chips actually mean. Is it 6 x £1 chips size as the maximum or could you have bet 6 x £10 chips. And with the coin equivalant condition might relate to video poker say £1 coins or even £5 coins. So can players use 6 x £5 coins and still meet the terms?
     
  6. Feb 1, 2011
  7. rockycatt

    rockycatt meistercatt CAG MM

    Occupation:
    carpenter
    Location:
    Boston
    OK my honest opinion is that there a good casino if they offered you your original seed money back [you only lost the value of the bonus that you broke ]


    dont bite off your nose to spite your face there will be many more bonuses and many more days to play , why you can redeposit and play on with no bonus or see if there is another one available

    good casino to offer money back in full R C
     
    1 person likes this.
  8. Feb 1, 2011
  9. petro

    petro Dormant account, per user request PABnoaccred2 PABaccred

    Occupation:
    N/A
    Location:
    Narnia
    Problem was resolved within the hour with the help of Mark.
    "...we are happy to 'ignore' the breach of t&c on this occasion."

    Looks like it's 'game on' with 32Red. :)

    Thanks Mark!


    Means £6.25 or €6.25 or $6.25 in whatever currency you are using.
     
    4 people like this.
  10. Feb 3, 2011
  11. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    The punishment would be to subject any winnings gained through said breach to a 100x WR.

    It is something they should have been more clear about. It isn't very good to tell a player that they cannot be told where they stand for a PAST action unless they end up WINNING. This should be reserved for the rogues, and 32Red should have made a decision based on the past breaches, and qualified it with "provided no further breaches occur".

    For example, "we are prepared to overlook these breaches provided no further breaches occur"
     
    2 people like this.
  12. Feb 3, 2011
  13. cdomi66

    cdomi66 Experienced Member

    Occupation:
    truck driver
    Location:
    Calgary, AB
    It all comes down to read the t&c's and if in doubt, check it out. You got lucky.
     
  14. Feb 3, 2011
  15. LaHutti

    LaHutti Sr. ÜberUnter Ass. Man. webby PABnonaccred PABaccred

    Occupation:
    .
    Location:
    East and West
    Ofcourse the casino should tell the player where he stands, after making an honest mistake, and ASKING them where he stands. Anyting else would, in my book, be the end of that relationship.
    Thanks for solving this in the only decent way Mark.
    I have to say tho, that I find it rather alarming, that it was only solved because the player was able to ask YOU.
    What about players not on CM, with their only option being asking your support dept ?
     
    2 people like this.
  16. Feb 8, 2011
  17. BBKPoker

    BBKPoker halfway to busto PABrogue3

    Occupation:
    None
    Location:
    Edinburgh, Seattle, Vancouver BC, Auckland
    Luckily it says right in their terms what the penalty is. Any wins you have from placing wagers over 6.25 are subject to a 100x playthrough.

    Also luckily, only the welcome bonus has this term in the future when you can take a bonus you can bet whatever you wish, cuz they are cool like that.
     
  18. Feb 8, 2011
  19. elscrabinda

    elscrabinda Experienced Member PABnorogue PABnoaccred

    Occupation:
    jvonsofdmpvs
    Location:
    Oxford
    Haha, those terms and conditions are great. If you took the maximum bonus of £160 on a £100 deposit and chose to play one of the better blackjack games you'd have to wager £390,000 and never bet more than £6/hand while doing it! Why not just call it a slots bonus and be done with it? At least then the 6.25 rule becomes a little less ridiculous as thats a reasonably large spin size for most slots, but to insist that for instance a roulette player with £260 as their starting balance is not even allowed to place £10 on a spin is nonsense and bound (/designed) to trap people inadvertently.

    Of course in this case Mark sensibly nipped the thread in the bud by waiving the rule, but what about for the non CM crowd? Why not just have a rule that is reasonable to recreational players and at the same time protects you from the all-on-one-hand brigade?
     
  20. Feb 25, 2011
  21. JWhit1986

    JWhit1986 Banned User PABnononaccred

    Occupation:
    not your business :-)
    Location:
    Oz
    I find it wrong that they don't simply just limit your max bet so you can't accidentally violate the term. There is no excuse at all to not limit bets if they want them under a certain amount. The software is capable of doing this as other casinos like Roxy Palace already have. Especially when you consider on slots that you can have it set up for a $5 spin then accidentally click "bet max" instead of "spin" and the your spin is far more than you intended and you've violated the rule.
     
  22. Feb 25, 2011
  23. 09237653

    09237653 Meister Member

    Occupation:
    .
    Location:
    UK
    Heres a question related to this, when playing the new "respin" games eg. Hot Ink, Reel Gems etc.
    Does it count as a T&C breaking "bet" when I respin one reel for £18? (after a 0.50p spin)
     
    1 person likes this.
  24. Feb 25, 2011
  25. petro

    petro Dormant account, per user request PABnoaccred2 PABaccred

    Occupation:
    N/A
    Location:
    Narnia
    I had similar questions like this myself. Like does it count on raises on card games? E.g. if my ante is $3 and I raise it $6 ($9 total bet) does this exceed the $6.25 limit? Live chat told me it does.

    I assume for the new respin games it would be against the rule as well. But just to be sure ask their customer support.
     
  26. Feb 26, 2011
  27. De Beuker

    De Beuker Senior Member

    Occupation:
    Production
    Location:
    Netherlands
    Thats a very valid question.

    I dont think it will get you into trouble at 32RED, as they always look at such a case in a human way, but many other MG casinos have the 25% rule in place when playing a bonus. (max. allowed bet is 25% of the bonus given)

    This rule is easily broken when doing a respin.

    Yet another reason to avoid these games.
    What the hell were they thinking at MG headquarters when they invented this feauture?:confused:
     
  28. Feb 26, 2011
  29. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    The answer is simple.

    $$$$$$$$$$$$$$$$$$$$$
     
  30. Feb 26, 2011
  31. De Beuker

    De Beuker Senior Member

    Occupation:
    Production
    Location:
    Netherlands
    Yes, guess you're right.

    Now just wait for the advanced auto-respin feauture so you can respin 5 games at the same time in the new lobby.:D
     

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