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Bonus Complaint All Slots - Bonus Issue

Discussion in 'Casino Complaints - Bonus Issues' started by dingdingding, Apr 16, 2013.

    Apr 16, 2013
  1. dingdingding

    dingdingding Dormant account

    Not public
    at the bar
    Hello everyone,

    I just had a rather unpleasant experience with All Slots... not sure if it is all my fault however and would appreciate your opinions on this.

    I made three consecutive deposits there, planning to try and win back the money from my intial deposit by the other two without bonuses. I found that these were credited later on, during the play of my 3rd deposit without any notice. After winning a bit back, suddenly Immediately noticed my balance went up for 40-50 without hitting big. So i checked my bonus balance and found a bonus for the second (and lost) deposit as well as a bonus for my third one in my account. I immediately contacted customer support and this is what they told me:

    You are now chatting with Nadine

    Nadine: Hi, I’m Nadine from the Live Chat support, how may I assist you?
    Me: Hello Nadine
    Nadine: Hello, how may I help you?
    Me: I just got another bonus, that I didn't call for during play
    Me: please remove that
    Nadine: I will be happy to check this for you. May I please have your casino account number and full name?
    Nadine: Thank you.
    Nadine: One moment please.
    Me: sure
    Nadine: Thank you for waiting.
    Nadine: I can see that you were credited with the second and third deposit bonus as per the Welcome Package.
    Nadine: We cannot remove bonuses once they have been credited. This is stated clearly in the terms and conditions of the welcome bonus. You can choose to opt out of the rest of the welcome package which is the 4th deposit bonus.
    Nadine: Are you there?
    Me: yes
    Me: i just read the terms
    Nadine: Is there anything else I can assist you with?
    Me: is this "The First-Deposit Bonus cannot be removed once it has been credited." the term you were pointing at?
    Nadine: Yes.
    Me: doesn't this xplicitly refer to the first deposit bonus instead of the whole welcome package?
    Nadine: You can choose to opt out of the rest of the Welcome Package, however any bonus that has already been credited to your account cannot be removed. This is as per the regular terms and conditions of the casino.
    Me: When an Eligible New Player receives a Welcome Package bonus, the player’s maximum wager is limited to 20% of the total amount an Eligible New Player deposits and receives in subsequent bonuses, up to 10 credits. This limitation applies until the Welcome Package bonus is completed in one of the following ways:
    The player meets the play-through requirements (as defined below) on the bonus.
    The player loses the bonus and then makes a deposit.
    The bonus is manually removed by casino support.

    Me: this completely reads different to me
    Nadine: The part of the terms and conditions that says 'The bonus is manually removed by casino support.' is only done by when the casino management makes the decision to. This is only done in special cases. For example, if a player decides to close an account, then any bonus balance is removed. Or if the player has not played the bonus within 30 days, then the bonuses are removed. This done by the discretion of the casino management.
    Nadine: In this case however, we cannot remove any bonus that was already credited to an account. You had the option to opt out of the rest of the welcome package.
    Nadine: You still have the option to opt out of the 4th deposit bonus.
    Me: I see, well thanks for your assistance nevertheless. Don't think there's any need to opt out from the 4th deposit bonus however

    While I have to admit that i didn't read the terms carefully upfront (checked accreditation status, wagering requirement and cashabilty of bonus) they didn't make too much sense to me afterwards anyway.

    However, I find it highly disturbing to credit bonuses with a wagering requirement attached after a player won and declare them as unremovable once credited. What do you think about this?

    Best regards
  2. Apr 16, 2013
  3. Nifty29

    Nifty29 Dormant account

    Turn right, then right. then right again
    Unfortunately, this is the problem with MGS casinos that still insist on crediting bonuses on a 1-4 hour delay. I just don't understand why they can't be instant like most other casinos.

    Still, it does state this in the terms, and you're right in saying that you have dug yourself a hole by not reading them carefully.

    It is also clear on the website that it is a "Welcome Package" as opposed to a "Welcome bonus" and thus involves bonuses on more than one deposit. So, you may have to take this as a lesson learned and check bonus terms next time you play, especially at MGS casinos as some of them still use this outdated system e.g. Fortune Lounge, VPL (AFAIK).

    At least at FL you can withdraw and forfeit the bonus. It doesn't appear it is an option here.

    I definitely sympathize with you here but I cannot see where the casino has breached their own terms or applied terms retrospectively, so I'm not sure they can be held to account for doing anything wrong, save for having a silly bonus system, but that is a seperate argument.

    Let's hope you hit a jackpot with the bonus money and make them sorry they didn't remove it when you asked :thumbsup:
    2 people like this.
  4. Apr 16, 2013
  5. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    House-Husband and Casino Advisor
    Bexhill on sea, England
    Not 100% clear if the bolded part is discretionary, but if it's not, just wait 30 days until they remove the bonus, then cash-out your winnings.
    Is that a written term BTW? Or just what support said?

  6. Apr 16, 2013
  7. Shorty

    Shorty Experienced Member

    the CM accredited casino standards say:
    - Must remove any bonus and associated playthrough requirements at the request of the player if play has not commenced.

    Of course the OP started to play, but there was no bonus as he started and as he noticed the bonus was added he contacted live chat

    P.S.: Cinema casino once doesnt want to remove my bonus and i didnt start playing, but thats another case ;)
  8. Apr 16, 2013
  9. vinylweatherman

    vinylweatherman You type well loads CAG MM

    STILL At Leisure
    United Kingdom
    The problem is that there is no means for players to opt in to the welcome bonus, it is compulsory for all. Further, and in breach of CM standards for accreditation, CS refuse to remove bonuses once they have been credited.

    Dropping bonuses in during the course of play without notifying the player and giving them the option to refuse breaches another CM standard for accreditation, namely that players are not involuntarily put in the position of breaching the terms during play.

    The problem is even bigger here as thinking they are playing without a bonus, the player could well have broken terms such as the max bet and forbidden games ones, and then face confiscation of winnings because a bonus was sneaked into their account whilst they were playing.

    It is bullshit to say that this is an MGS problem, it is not as many MGS casinos credit any bonuses due the instant a deposit is made. Examples of this on the accredited list are GNUF and Red Flush. It is a problem of specific casinos that still insist on crediting a bonus long after a deposit has been made.

    Do they SERIOUSLY expect that all new players will log off and twiddle their thumbs for a couple of hours whilst waiting patiently for their bonus to appear, and that is assuming they are expecting one to start with.

    All Slots have recently moved to Malta and are now Nexigames, no longer Jackpot Factory. This is a worrying sign that their move to the LGA and sell out to Nexigames is the start of a downward trend in how players are treated. They no longer have to worry about Kahnawake taking player protection seriously now that they have moved to the LGA.

    The only serious avenue now is the PAB process here.
    1 person likes this.
  10. Apr 16, 2013
  11. Nifty29

    Nifty29 Dormant account

    Turn right, then right. then right again
    Who said it was a "MGS problem"? I don't think anyone did.

    I stated it was the problem with MGS casinos that use outdated delayed crediting systems, not that MGS itself or their software was at fault. Obviously different casinos have their own backend systems to credit bonuses in some cases.

    I agree they are in breach of accreditation standards, and the evidence is here:

    If a player wants to signup and play without a bonus they should be allowed to do so.

    IMO players should have to opt IN not opt OUT for bonuses, which is why the RTG is the best IMO as everything is clearly set out and players must claim the coupon themselves.
  12. Apr 16, 2013
  13. Nate

    Nate Ueber Meister CAG webmeister

    Don't AllSlots operate on the Clearplay System? If so, you can withdraw, forfeit the bonus then reverse your cash balance?

    Don't know if that has changed?

  14. Apr 16, 2013
  15. Nifty29

    Nifty29 Dormant account

    Turn right, then right. then right again
    Yes they do....but no they don't. Pretty pointless if you ask me.

    2 people like this.

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