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Bonus Complaint And non bonus complaint videoslots.com

Discussion in 'Casino Complaints - Bonus Issues' started by slotmaster, Mar 5, 2016.

    Mar 5, 2016
  1. slotmaster

    slotmaster Ueber Meister

    Occupation:
    Being great and stressed
    Location:
    stressville
    As per my posts in videoslots thread. Have pm'd the reps.

    I got a "reward" trophy, accomplishment or whatever for a 100% bonus. Did a deposit for it no terms were or are disclosed regarding this bonus on the site. So knew nothing about jackpot games being excluded at the time, Only thing stated on their site is for their general bonuses where jackpot games were excluded for clearing a bonus and a warning screen should appear to say you cannot enter a jackpot game, This did not occur when I opened the game.

    This part taken care of in videoslots thread.

    Cleared my balance to zero including cleared bonus funds, So thinking since I cleared everything the bonus will not be active anymore so I did another deposit and had a hit right away, Wanted to do a partial withdrawal but then noticed remaining bonus still active on account, Contacted chat and was told oh no you have to pretty much keep depositing and clear 100% of the bonus to ever do a withdraw again!:eek:, umm no and I think you guys can see the problem with that alone.

    I know about the forfeit but that's should be for the same deposit that activated a bonus and for bonus funds not cleared not for people who cleared a part of a bonus and their balance to zero.

    So under a new deposit that had nothing to do with the bonus at all they took my money off my withdrawal $40 to "pay back" funds I legally cleared and was not in my account at all cause I played it back at time of this withdrawal.

    So if they just want to put my $40 back in my account and changer their bonus's and state terms regarding a specific bonus on their site to save future problems we can close this complaint right away and just move on.:)

    I will p.m. reps once again to ensure the rule has been followed.
     
  2. Mar 5, 2016
  3. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    VS has 2 types of bonuses:

    1. Partial release as you wager

    - you deposit 100 and get 100% bonus, WR is 25xB
    - this is not added straight to your balance
    - for every 10% wagered they add 10% cash to your balance
    - you can bust out, make another deposit and keep wagering to clear the WR until the 100% are credited
    - or you forfeit after you first bust and make a normal cash deposit

    2. VIP bonus

    - You deposit 100 and get 100% bonus WR is as well 25xB
    - the 100% are added to your balance
    - you wager as any other normal bonus until WR completed or bust.
    - forfeiting this one while you have a balance will void the winnings

    The rule: no jackpots - applies to both bonuses

    Which one did you get?
     
  4. Mar 5, 2016
  5. slotmaster

    slotmaster Ueber Meister

    Occupation:
    Being great and stressed
    Location:
    stressville
    Hi Harry

    More so the 1st one, I know what you were posting about vip bonus, at least that one they tell you what the terms and everything is. I wanted to get the bonus off my account or "forfeit" after I busted out, I contacted chat and they told me that was not possible and you have to keep playing and or depositing to 100% clear the bonus! Which I did not want to do. That is wrong and unethical behavior for a casino and really it's theft. This is not promoting responsible gaming how they are doing bonuses as they are trapping people to keep depositing and or play back winnings so they can clear a bonus and do a withdraw.

    I am not asking for much in regards to a resolution here and doing this to protect players as this is not right. I am not here to scam videoslots (since "their" money was not in play) or have a big doodaa I just want to make things right.
     
    1 person likes this.
  6. Mar 5, 2016
  7. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    OK, now i get it. Sorry for not understanding that earlier but it is 4.30am here in BKK.

    That is of course a big c**k-up by the support agent as you can always forfeit the bonus under "My Profile". I trust you have the chat logs to support the claim.

    I am sure Philip or Dan will take care of this in your favor considering the agent gave you wrong information.
     
  8. Mar 5, 2016
  9. slotmaster

    slotmaster Ueber Meister

    Occupation:
    Being great and stressed
    Location:
    stressville
    Thankfully we are only talking a small amount and I am only asking for them to change their bonuses and state what the terms are for each bonus, They can list the terms underneath the bonus listed in your profile I say.

    I hope my withdrawal itself will be o.k. that at least gets my deposit I did for the bonus back but I still had money taken from my balance that had nothing to do with the bonus in the first place which is my complaint and argument.
     
    1 person likes this.
  10. Mar 6, 2016
  11. slotmaster

    slotmaster Ueber Meister

    Occupation:
    Being great and stressed
    Location:
    stressville
    Oh 1 more resolution/ request.

    Please don't be mad at me and hit the doom switch button on my account. I can lose all on my own since I like the "higher variance" games:rolleyes:. If you can hit the boom switch that would be swell.:thumbsup:
     
  12. Mar 6, 2016
  13. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Occupation:
    Works For Self
    Location:
    The biG Eu
    Right I get it more now also seems I jumped in the other thread on this too soon :cool:

    If you went to zero no matter what the bonus was that should be it. No way should it roll over to the next deposit.
    If this was the case then - wow bad terms indeed!

    VS Are damn good at sorting problems so am sure they will get to this.

    I think the CS rep gave you the wrong info - and if they did not then ... :eek:
     
  14. Mar 6, 2016
  15. Philip

    Philip General Manager for Videoslots

    Occupation:
    General Manager
    Location:
    Malta
    Hi slotmaster,

    Let me just recap. First you tried to enter a jackpot game and the bonus you had then was failed but we reactivated it on your account. Later you made a deposit with this new bonus still active on your account and won some money. If you make a withdrawal whilst having an active bonus any bonus funds paid to you will be voided which is what happened. You got 2 bonus payouts of $20 and $20 which is why $40 was deducted when you made your withdrawal.

    Also, there is a warning message showing when you try to make a withdrawal whilst having an active bonus on your account.

    Best regards,

    Philip
     
  16. Mar 6, 2016
  17. Tirilej

    Tirilej On a Break

    Occupation:
    Breathing
    Location:
    Sweden
    Does it say anywhere that this bonus will be there until you either cancel it or manage to wager it all? That no matter if you make three or four deposits it won't disappear by itself? I do remember that I was angry over this too after my first deposit, since it stayed over the second...maybe the third too.

    Here it's clear that he didn't know that he still had a bonus active since he had zero'd out before he made a new one.
     
  18. Mar 6, 2016
  19. Philip

    Philip General Manager for Videoslots

    Occupation:
    General Manager
    Location:
    Malta
    Even if you aren't aware of the bonus being active or not when you want to make a withdrawal there is a warning message popping up when you try to make a withdrawal with an active bonus.

    Best regards,

    Philip
     
  20. Mar 6, 2016
  21. Tirilej

    Tirilej On a Break

    Occupation:
    Breathing
    Location:
    Sweden
    Maybe so but it has to say in the rules that the bonus will stay active if you make a new deposit, and that it have to be cancelled before a new deposit is made - if you don't want it.
     
    1 person likes this.
  22. Mar 6, 2016
  23. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    I had such a 100% deposit reward as well for getting all Immortal Romance trophies.

    I agree with the OP that there were no T's and C's attached so I checked first here on CM and either Phil or Dan confirmed they are the same as the welcome bonus T's and C's.

    I decided against cashing in the reward and forfeited the bonus/reward.

    Perhaps going forward, Videoslots can make it clearer what the T's and C's attached to the 100% deposit match award are to avoid things like this happening again.

    Or even better - scrap the reward because (as I already stated elsewhere here on CM) I found it rather disappointing for collecting all trophies in a game.
     
    1 person likes this.
  24. Mar 6, 2016
  25. slotmaster

    slotmaster Ueber Meister

    Occupation:
    Being great and stressed
    Location:
    stressville
    Thank you, Both to these as I have already stated.
     
  26. Mar 6, 2016
  27. slotmaster

    slotmaster Ueber Meister

    Occupation:
    Being great and stressed
    Location:
    stressville
    I legally cleared those 2 payouts, Did the playthrough. Cause I am not the 1st person to say something about this and not the last if you don't change it. Don't pay out in installments then, Either wait till it has been 100% cleared and if not follow your terms and deactivate the bonus from the player's account.

    So you are ok with falsely advertising and non disclosure of terms then? Cause according to your terms the bonus should have been deactivated once I did not clear it from the original deposit and the only term stated was a maximum deposit you can do to get the bonus in the first place which we all see is not true, It's deposit whatever you need to clear the bonus 100% but then we will still deduct the bonus amount even if you have 100% cleared it. SCAM! and this is very shocking behavior from a accredited rep and casino.

    Though I was worried their was no issues with the withdrawal itself so I am relieved with that but I had to pay money to get my money which would be fraud.

    Bonus was 100% up to a maximum $200 bonus, So max can only deposit $200. After that the bonus can't and should not be active on deposits after the fact, END OF STORY.
     
    Last edited: Mar 6, 2016
  28. Mar 6, 2016
  29. slotmaster

    slotmaster Ueber Meister

    Occupation:
    Being great and stressed
    Location:
    stressville
    Oh ya before the angry and troublemakers post their is as always a lil more to this but just to let you know I have been very fair in this matter and suggested resolutions and for months I have tried to tell videoslots issues and glitches with them but they just don't care and that's going to be their downfall sadly. Again I am not posting to cause trouble just to help make videoslots a better place to play.

    I did not even want the $40 returned to me and wanted to offer it you guys here on Casinomeister in the form of a freeroll, That way it's a positive on a negative situation and videoslots is not losing cause their may be new customers that would have sign up or people might have played after the freeroll and they already had the $40 back.

    I can get the money back in just a different way as videoslots is lucky they have their weekly promotions.
     
  30. Mar 6, 2016
  31. Tirilej

    Tirilej On a Break

    Occupation:
    Breathing
    Location:
    Sweden
    So if I say I don't agree with your way of handling this, am I an angry troublemaker then?

    I do know that threatening the casino is not a great thing to do in here and you should know that by now. Or you will find it out.
     
    1 person likes this.
  32. Mar 6, 2016
  33. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    Where does that state it?
     
  34. Mar 6, 2016
  35. slotmaster

    slotmaster Ueber Meister

    Occupation:
    Being great and stressed
    Location:
    stressville
    ummm what?

    I just thanked you,lol.

    I have not threatened anyone so I don't know where you got that from.
     
  36. Mar 6, 2016
  37. Tirilej

    Tirilej On a Break

    Occupation:
    Breathing
    Location:
    Sweden
    Is it my English then because I clearly see this as something not so nice said.
    I can be wrong but that's my view of it and maybe others too then.
     
    1 person likes this.
  38. Mar 6, 2016
  39. slotmaster

    slotmaster Ueber Meister

    Occupation:
    Being great and stressed
    Location:
    stressville
    No it's you. That is nice and me being helpful to videoslots.
     

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