Bonus Complaint Aladdins Gold Accrediated cannot produce valid terms and conditions.

crikeym8

Multiple forum accounts - flaming and being a PITA
PABnoaccred
Joined
Apr 28, 2014
Location
Moorabbin
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I just rock up to my mothers this Sunday Morn and she tells me a story a couldn't believe. As she wont bother expressing her discust, I thought id leave this little doozy with ya all. Aladdins Gold Sign up bonus is %200 on all deposits for 7 days only. She made 4 deposits over a couple days around $30 - $40 a time. She makes another this morning and like the previous times , opens up a chat session because the bonus fails to add auto after first time. Oh, she also took my advise when she signed up and made enquireries if she had an account already with the casino or group and was told she was a member elsewhere at one casino , but was still t5old she was more than welcome to join Aladdins Gold Casino. So whats their deal? Just another shonky casino? or they worried that my 78 year old mother who plays occasionaly might bust the casinos bank with here whopping $30 - $40 deposits. Im speechless.


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General Info
Chat start time May 9, 2015 5:31:15 PM EST
Chat end time May 9, 2015 6:09:04 PM EST
Duration (actual chatting time) 00:37:48
Operator Eloise
Chat Transcript
info: Please wait for a site operator to respond.
info: You are now chatting with 'Eloise'
Eloise: Hello, how are you?
bella: hi, can uadd mybonus pls
Eloise: do you know the code?
bella: its the 200%
Eloise: one moment please
Eloise: The system wont allow me to add it as you've claimed it 3 times, I will send your account over to promotions to review for further 200% deposit matches
Eloise: they're out of the office at the moment
Eloise: but will be back Monday
Eloise: in the meantime I can offer you Deposit over $100 and get 70% match deposit less than $100 and get 65% match is for all games and has a 25 x wagering can be redeemed as many times as you like today

bella: the girl yesterday was able
Eloise: yes you can only claim it 3 times before the promotions team have to review your account for further 200% matches
bella: well that was my third.
Eloise: you have deposited 4 times now. I can offer you a 75% deposit match 20x's wagering, no max cash out?
bella: well that wasnt what i expected today when i signed in. 75% is a far cry from 200% dont your think!.
bella: and is this not running for only 7 days, so i lose 2 days after all is said and done.
Eloise: I know. I'm afraid these are the terms for the bonus, you can send promotions an email yourself and let them know you want the 200% deposit match and you're not happy with only being able to claim it 3 times before having to be passed over to them
Eloise: their email is promotions@aladdinsgoldcasino.com
bella: i have read the terms, i see no mention of the 3 deposit limits.
Jon: the terms do also state the casino can change any bonus at any time
Jon: after 3 times use the only option we have is to refer it to management for further use
bella: Excuse me? Well if you are to change terms then your terms are of little value
bella: well the terms donot state what you are saying, in fact they dont contain the word "THREE" or "3" .
bella: An email informing me that terms are changing would have been appreciated dont you think?
Eloise: sorry. computer problem
bella: What do you say to others that make large deposits? Or are my smallish deposits of no value. Id like you to honor your promotion and if the terms have changed then feel free to inform me by email or on the phone, not just when you feel like it.
Eloise: I understand
Eloise: I can only advise that the terms have changed and promotions are the only ones who can add any further 200% deposit matches
Eloise: Would you like me to send them the email or would you like to write them yourself
bella: Can you just add my 75% please, thank you. I dont wish tto discuss this any further.
Eloise: I can't add a 75% deposit match when you have played your deposit down.
Eloise: I can give you a bonus but it would be $20 10x's wagering, 10x's max cash out
bella: oH please. your pulling my leg now arnt you? So not only am i not receiving your sign up bonus, im now expected to wait all morning after depositing while you make up the next load of nonsense. Fine give me $20, because if i wait 5 mins longer it will be $10.
Eloise: A deposit match are added to deposits. The promotion you can claim but it has to be reviewed by promotions and they will get back to you about it. If you don't claim a bonus with your deposit, like you did then we can only add so much to that
Eloise: I have added the $20 10x's wagering, 10x's max cash out
bella: Well dear, i did claim the sign up bonus, it is your system that fails to add the further bonuses after deposits a second time, as you are fully aware by previous chats i have had with your team members .
Eloise: I can see your previous chats, and you are able to claim it a maximum of 3 times before it needs to be reviewed by promotions
Eloise: these are the terms, I provided you with the options and I understand why you're upset
info: Your chat transcript will be sent to $$$$$$$$$.com at the end
of your chat.




~~~~~~~~~~~~~~~~~~~ ADDED TERMS AND CONDITIONS ~~~~~~~~~~~~~~~~~~~~~~~~ And yes she read them as ive told her a million times , be careful what you sign up for.
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clubworld

Rogue casino operator
Joined
Sep 20, 2006
Location
UK
Hi crikeym8,

Please leave it with me, I will be able to review the account tomorrow morning. Please send me PM with the user name.

Kind Regards,
Karolina
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
@ OP

Do you think you can strip out the underscoring to make it a little easier to read?

Been a very long time since I joined Aladdin's , but I do know that some of their ongoing coupons you can claim multilple or unlimited times But any cashout prohibits further use of that coupon.

There are a number of threads that discuss why syndicate play is forbidden, as there is a potential for advantage play. An unlimited number of times sub kind of gives one person the same ability to be a "syndicate" all by themselves. If your mom deposits $30 and makes $5.00 spins and then deposits another and another all in space of an hour, this may or may not give her an advantage, I don't know all the terms, and I am not the best at figuring out phantom bonuses. If your mom deposited, played more modest bets, she might well be the kind of "genuine player" casinos look for.

I thought the chat rep was very nice to your mom. And the $20 freebie was a nice gesture.

If something takes a weekend to look into, most times a reputable casino will extend the timeframe for completion.
 

SlotsLover

Dormant account
Joined
Jun 25, 2010
Location
California
not the worst part

I just went to the site to check the terms and this is what I found on the 200% bonus rules:

"All Bonuses claimed during this promotion are cumulative and will be removed from any associated withdrawals"

So does this mean that if one makes seven deposits, all 7 200% bonuses come back? I think that would mean that if a player made 6 losing deposits of $100, along with the associated $1200 (6 x 200%) bonuses, on the seventh deposit, the player would "owe" $1200 off any winnings? Is that what this means?

The player would be facing quite the promotion on his latter deposits. On the seventh, if the player ended with $1000, they would in effect get nothing, because they "owe" $1200, in addition to the current non-cashable bonus. If a player was lucky enough to meet the rollover with $2000, they would only collect $600 (would owe all the previous bonuses).

Does this seem fair and is this what the casino intended? Doesn't seem like a good deal for the player after the first deposit or so. Am I missing something?
 

osulle

Paleo Meister (means really, really old)
CAG
mm1
mm4
Joined
Jun 19, 2009
Location
In my head
I just went to the site to check the terms and this is what I found on the 200% bonus rules:

"All Bonuses claimed during this promotion are cumulative and will be removed from any associated withdrawals"

So does this mean that if one makes seven deposits, all 7 200% bonuses come back? I think that would mean that if a player made 6 losing deposits of $100, along with the associated $1200 (6 x 200%) bonuses, on the seventh deposit, the player would "owe" $1200 off any winnings? Is that what this means?

The player would be facing quite the promotion on his latter deposits. On the seventh, if the player ended with $1000, they would in effect get nothing, because they "owe" $1200, in addition to the current non-cashable bonus. If a player was lucky enough to meet the rollover with $2000, they would only collect $600 (would owe all the previous bonuses).

Does this seem fair and is this what the casino intended? Doesn't seem like a good deal for the player after the first deposit or so. Am I missing something?
It's fair after all you are getting 200% for seven days. Also upon reading the welcome bonus t&c's the player should decide how many days they want to take this offer. Becoming informed is always a good thing so you don't get a kick in the teeth come withdrawal time. I know this promo has been around for years, I took it for a couple of days back in 2009. Personally I think they would be better off revamping the welcome bonus to one 200% but that is just me:D
 

SlotsLover

Dormant account
Joined
Jun 25, 2010
Location
California
I respectfully disagree

It's fair after all you are getting 200% for seven days. Also upon reading the welcome bonus t&c's the player should decide how many days they want to take this offer. Becoming informed is always a good thing so you don't get a kick in the teeth come withdrawal time. I know this promo has been around for years, I took it for a couple of days back in 2009. Personally I think they would be better off revamping the welcome bonus to one 200% but that is just me:D

I understand your position, but playing online casino bonuses are not supposed to be a riddle and a mystery. After a handful of bonuses, the player is playing at huge disadvantage because they "owe" so much and have almost no chance to win. Someone who does not realize this is getting an amazingly awful proposition. The casino should design the bonus so that each one is stand alone, and protect themselves by either offering it less often or through the rollover. What is always wanted is fair play. This is why gaming commissions set the odds and allowable games. For example, if a casino offered even money on 6-6 on craps, I'm sure some suckers would take it, but the bet is so grossly unfair that house is not allowed to offer such a wager. Same thing here. Go back to my example, player loses $100 6 times. On the seventh deposit, the player will "owe" $1400. At any reasonable stake per spin, it's extremely unlikely the player will be able to get above what is owed, even on a great run.

By the way, I don't dispute the casino's right to offer or rescind the bonus to anyone they want. I'm just saying the way it's offered is not fair to the player and requires an analysis that the casual player should not be expected to, or have to, conduct.
 

osulle

Paleo Meister (means really, really old)
CAG
mm1
mm4
Joined
Jun 19, 2009
Location
In my head
I understand your position, but playing online casino bonuses are not supposed to be a riddle and a mystery. After a handful of bonuses, the player is playing at huge disadvantage because they "owe" so much and have almost no chance to win. Someone who does not realize this is getting an amazingly awful proposition. The casino should design the bonus so that each one is stand alone, and protect themselves by either offering it less often or through the rollover. What is always wanted is fair play. This is why gaming commissions set the odds and allowable games. For example, if a casino offered even money on 6-6 on craps, I'm sure some suckers would take it, but the bet is so grossly unfair that house is not allowed to offer such a wager. Same thing here. Go back to my example, player loses $100 6 times. On the seventh deposit, the player will "owe" $1400. At any reasonable stake per spin, it's extremely unlikely the player will be able to get above what is owed, even on a great run.

By the way, I don't dispute the casino's right to offer or rescind the bonus to anyone they want. I'm just saying the way it's offered is not fair to the player and requires an analysis that the casual player should not be expected to, or have to, conduct.

Disagreement noted. For the record I don't like this welcome bonus structure either. Phantom/sticky bonuses suck IMHO. They make large deposit bonuses like the 400% welcome bonus at Lucky Red look like a good deal at first glance but in the long run not so much:D
The only way you are going home happy with the Aladdins Gold bonus is if you win a RJ.

I do disagree with the statement on bold since the term is right there when you click on terms for the welcome bonus on the home page. It says right there that bonus is cumulative and there isn't a whole lot of text so it is quite clear, not hidden and easy to find. So if it looks too good to be true it probably is comes to mind. I do have compassion for your situation though.
 

weesie

Ueber Meister
Joined
Aug 26, 2010
Location
Old bag lady with a laptop
I don't see how the player would "owe" more than ONE bonus on a cash-out.

Their bonuses expire on a zero balance or on a withdrawal with THAT bonus removed "phantom" as you call it.

The only way I can see it adding up is if the player deposited again, claimed the bonus again while still having an EXISTING wagering requirement and balance in her account.

If she zeroed out her account between deposits/bonuses, there should be no problem. Hence, a single bonus removed upon cash-out.
 

osulle

Paleo Meister (means really, really old)
CAG
mm1
mm4
Joined
Jun 19, 2009
Location
In my head
I don't see how the player would "owe" more than ONE bonus on a cash-out.

Their bonuses expire on a zero balance or on a withdrawal with THAT bonus removed "phantom" as you call it.

The only way I can see it adding up is if the player deposited again, claimed the bonus again while still having an EXISTING wagering requirement and balance in her account.

If she zeroed out her account between deposits/bonuses, there should be no problem. Hence, a single bonus removed upon cash-out.
Not with this particular promo. On all others you are correct AFAIK.

Additional Terms & Conditions

All Bonuses claimed during this promotion are cumulative and will be removed from any associated withdrawals.

For full casino terms and condition please visit Terms & Conditions page.

Aladdins Gold Casino reserve the right to withdraw any offers at our sole discretion.
 

SlotsLover

Dormant account
Joined
Jun 25, 2010
Location
California
I understand your position, but playing online casino bonuses are not supposed to be a riddle and a mystery. After a handful of bonuses, the player is playing at huge disadvantage because they "owe" so much and have almost no chance to win. Someone who does not realize this is getting an amazingly awful proposition. The casino should design the bonus so that each one is stand alone, and protect themselves by either offering it less often or through the rollover. What is always wanted is fair play. This is why gaming commissions set the odds and allowable games. For example, if a casino offered even money on 6-6 on craps, I'm sure some suckers would take it, but the bet is so grossly unfair that house is not allowed to offer such a wager. Same thing here. Go back to my example, player loses $100 6 times. On the seventh deposit, the player will "owe" $1400. At any reasonable stake per spin, it's extremely unlikely the player will be able to get above what is owed, even on a great run.

By the way, I don't dispute the casino's right to offer or rescind the bonus to anyone they want. I'm just saying the way it's offered is not fair to the player and requires an analysis that the casual player should not be expected to, or have to, conduct.[/QUOTE

Disagreement noted. For the record I don't like this welcome bonus structure either. Phantom/sticky bonuses suck IMHO. They make large deposit bonuses like the 400% welcome bonus at Lucky Red look like a good deal at first glance but in the long run not so much:D
The only way you are going home happy with the Aladdins Gold bonus is if you win a RJ.

I do disagree with the statement on bold since the term is right there when you click on terms for the welcome bonus on the home page. It says right there that bonus is cumulative and there isn't a whole lot of text so it is quite clear, not hidden and easy to find. So if it looks too good to be true it probably is comes to mind. I do have compassion for your situation though.

I'm not saying that the term is hidden or unclear, I'm just saying that it takes an analysis of when the player would want to play with this bonus or not. I don't mind giving up one bonus (even 400%) but where does one draw the line? I certainly don't want to "owe" 1000% after 5 (equivalent) deposits, especially when I'm only getting 200%. At $1 per spin on a $100 deposit, I will need a 1000x hit to just be even or so.

This bonus is not industry standard and I have not seen this format anywhere.
 

weesie

Ueber Meister
Joined
Aug 26, 2010
Location
Old bag lady with a laptop
"""""Additional Terms & Conditions

All Bonuses claimed during this promotion are cumulative and will be removed from any associated withdrawals.

For full casino terms and condition please visit Terms & Conditions page.

Aladdins Gold Casino reserve the right to withdraw any offers at our sole discretion."""""


If that is what that means, that is a horrible promotion for the player.

Knowing and playing at CWC group as long as I have, I am truly surprised by this.
 

Stovetopp

Senior Member
MM
Joined
Jul 11, 2008
Location
On the Beach
"dditional Terms & Conditions

All Bonuses claimed during this promotion are cumulative and will be removed from any associated withdrawals.

For full casino terms and condition please visit Terms & Conditions page.

Aladdins Gold Casino reserve the right to withdraw any offers at our sole discretion."

I copied this from an earlier posts just in case its not true.
I cant see how this could possibly be true given the example that after 9 deposits and if you won the the 10th deposit you would owe $2000. (By this time you will have received 10 x 200 bonus since the bonus is cumulative.

This is very deceptiv eand am disappointed in the casino Should never be allowed!!
 

osulle

Paleo Meister (means really, really old)
CAG
mm1
mm4
Joined
Jun 19, 2009
Location
In my head
This bonus has been around for years so I am surprised it hasn't been brought up before.

Edit: I agree with everybody this is a terrible bonus and creates an impossible position for the player. Really no profit can be made from this bonus.
 

SlotsLover

Dormant account
Joined
Jun 25, 2010
Location
California
Any word from the ClubWorld rep on this? It's just such an unfair bonus and not in line with their usual promotions, which are, IMO, very fair. Maybe they should do one per day or limit to 5, but taking back all bonuses very unfair.
 

ugaboga

Casino Addict
Joined
Sep 8, 2007
Location
Australia
Any word from the ClubWorld rep on this? It's just such an unfair bonus and not in line with their usual promotions, which are, IMO, very fair. Maybe they should do one per day or limit to 5, but taking back all bonuses very unfair.

I fully agree. Although everyone should read the terms, it's not really one you'd come to look out for or expect from a credible outfit like club world.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Any word from the ClubWorld rep on this?

Dude, it was 4 o'clock in the morning UK time when you posted that! How likely is it that Karolina is up and about at that time in the morning with this thread as her top priority? Answer: "not".

Be reasonable, she said "tomorrow morning" so let her do her thing.
 

SlotsLover

Dormant account
Joined
Jun 25, 2010
Location
California
Dude, it was 4 o'clock in the morning UK time when you posted that! How likely is it that Karolina is up and about at that time in the morning with this thread as her top priority? Answer: "not".

Be reasonable, she said "tomorrow morning" so let her do her thing.

Fair enough, and I apologize in advance. What I meant to say is "I'm interested in hearing what the representative will have to say about this." Thank you for correcting me. In no way did I mean to imply that this was the most urgent matter or expect them to respond immediately. Sorry for not being more precise in my language.

Also, I didn't think the rep was referring to this particular issue when she said "tomorrow morning," but I'm sorry that I implied that the ClubWorld rep was not responding in a timely manner. That was not my intention at all.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
... I didn't think the rep was referring to this particular issue when she said "tomorrow morning," ...

She said in reply to the OP:
Please leave it with me, I will be able to review the account tomorrow morning.

Seems clear to me: she'd look into the OP's issue. Not sure how that could be taken any other way.
 

clubworld

Rogue casino operator
Joined
Sep 20, 2006
Location
UK
Good Morning to All!

I'm just about to leave the house, should be in the office shortly. I will review the OP account and answer / comment on all other queries raised in the thread.

Kind Regards,
Karolina
 

paul7388

Ueber Meister
MM
Joined
Jan 8, 2014
Location
glasgow scotland
She said in reply to the OP:


Seems clear to me: she'd look into the OP's issue. Not sure how that could be taken any other way.

What slotslover meant was that Karolina had responded to the OP saying that she would check today the account to see why they never got all the bonuses etc.

Since Karolina posted that there have been comments added about a bonus promotion where on withdrawal they remove all accumulated bonuses so slotslover was meaning has the rep any info on that as well.

2 separate issues in the one thread that the rep may or may not have been aware of.
 

clubworld

Rogue casino operator
Joined
Sep 20, 2006
Location
UK
Hi crikeym8 & others!

Just to clarify the Aladdin’s Gold welcome offer is still unlimited 7 days use (subject casino to T&Cs). Players can use the code 3 times, then we need to review the account. As we offer this bonus for unlimited use for 7 days with a high % we need to make sure that the offer is not abused, therefore promotion team need to review player accounts. I apologise if this has caused any confusion.

This is what happened to crikeym8’s mother. I can also confirm that this player account is open to use the offer further, I have also compensated the account with 200% she was unable to claim on the 4th deposit.

In regards to the other term:

All Bonuses claimed during this promotion are cumulative and will be removed from any associated withdrawals.

Again this term was introduced to prevent bonus abuse. As far as I remember we have not had any players where we have enforced this term. However as several of you have pointed out it is not the most player friendly term, thanks for the feedback.

We are currently reviewing Aladdin’s Gold welcome offers and we are going to make some amendments in the near future (possible even change it completely) to remove this term and remove the review stage to improve customer experience..

Once again I do apologise for the inconvenience this has caused to the OP and OP’s mother.

Kind Regards,
Karolina
 

osulle

Paleo Meister (means really, really old)
CAG
mm1
mm4
Joined
Jun 19, 2009
Location
In my head
Hi crikeym8 & others!

Just to clarify the Aladdin’s Gold welcome offer is still unlimited 7 days use (subject casino to T&Cs). Players can use the code 3 times, then we need to review the account. As we offer this bonus for unlimited use for 7 days with a high % we need to make sure that the offer is not abused, therefore promotion team need to review player accounts. I apologise if this has caused any confusion.

This is what happened to crikeym8’s mother. I can also confirm that this player account is open to use the offer further, I have also compensated the account with 200% she was unable to claim on the 4th deposit.

In regards to the other term:

All Bonuses claimed during this promotion are cumulative and will be removed from any associated withdrawals.

Again this term was introduced to prevent bonus abuse. As far as I remember we have not had any players where we have enforced this term. However as several of you have pointed out it is not the most player friendly term, thanks for the feedback.

We are currently reviewing Aladdin’s Gold welcome offers and we are going to make some amendments in the near future (possible even change it completely) to remove this term and remove the review stage to improve customer experience..

Once again I do apologise for the inconvenience this has caused to the OP and OP’s mother.

Kind Regards,
Karolina
Again Club World and Karolina show what a top notch casino group you are. You always listen and respond to players concerns. It is good that changes will be made to the welcome offer at Aladdins Gold:) Glad the OP's situation was sorted out but then again I didn't have any doubts on that score:D
I don't play at your casinos too much anymore (not an RTG fan) but next time I need my RTG fix it will be in this group. Great response; thank you Karolina:notworthy
 
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