- Joined
- Apr 13, 2012
- Location
- Sotland
I won there 7000 Pounds. I played their 'slots lover' bonus (deposited 300 got 600).
There was a bonus meter that showed clearly each bet.
Each slot's bet reduced the bonus meter until it reached zero . The total wagering was more than 20,000 I rolled in Slots.
The casino sent an Email couple of hours later saying they had an error in the system and that I actually never completed the wagering.
They mentioned a term that can't be real and put you in a no win situation.
They say they have a term that wagering can be made only from your deposit and not from bonus.
The only problem is that they credit a bonus to your deposit so there is no way in the world you can wager with your deposit in case you win.
let's say you deposit 300 and get 600 and reach 2000 or reach 10,000 you can never finish the wagering as it is not made on your deposit but on winnings from bonus, other words you can never win only lose.
They had a system error, pay me and fix the error. Not only they won't honor their own system they want to apply a rule that can't be valid, a rogue rule. They should be rogued only for having such a rule.
Dear C,
We are writing to you in connection to your recent withdrawal request of £5,000. An unfortunate situation has arisen in which the bonus panel was incorrectly showing that your bonus funds were contributing towards the wagering requirement for the bonus, clearing the bonus wagering requirement using the bonus funds. The system experienced an issue by which wagering contributions were being incorrectly awarded.
I have attached your full transaction history which shows that only 9 bets were placed of £45 each from real funds, totalling £405, while remaining bets were placed purely using bonus funds.
As per our general bonus as well as specific Slots Lover terms and conditions point number 5, only real funds may contribute towards the wagering requirement of any bonus on our casino.
Specific Bonus Condition in the Terms and Conditions of the Slot Lover First Deposit bonus, states:
“5. Only deposited funds count towards the wagering requirement of this bonus”.
The terms and conditions for the Slot Lover bonus may be viewed at Link Removed.
This condition is also present under our General Terms & Conditions point 4. which could be viewed at Link Removed.
Situation arose when a glitch in our software caused your bonus panel to show continued wagering towards your bonus requirement, even after your deposited funds had been utilised. Unfortunately, this is in direct contradiction with our Terms & Conditions which are in place to safeguard ourselves in the event of such unforeseeable situations.
As a solution to this issue, we have decided to reverse the bonus funds that have been turned into real as a result, back into bonus funds and reinstate the turnover required.
As such we will be reinstating £6,785 in bonus funds which will include a lower wagering requirement than the one you had previously. You will need to turn the awarded bonus 3 times to turn the bonus funds into real funds to enable you to wager through the bonus correctly.
We can understand your frustrations and grievance in the event of such news and would like to compensate you by offering a full refund of all your deposited funds so far (£300) as well as additional £100 in real funds as compensation.
You must use real funds when wagering toward the bonus in order for the bonus to be turned over into real, withdrawable funds.
We have found the issue and fixed it on our casino so the wagering calculation will be correct going forward and your bonus bar will be providing you correct assessment of your progress this time around.
We once again would like to convey our most sincere apologies for the inconvenience sustained. I can fully comprehend the frustration and disappointment stemming from having your winnings reversed. We will be fully prepared to co-operate with you on a resolution should you find this resolution inefficient. I sincerely apologise for providing you with such a negative first experience on our platform.
Yours Sincerely,
Igor Samardziski
Head of Casino
There was a bonus meter that showed clearly each bet.
Each slot's bet reduced the bonus meter until it reached zero . The total wagering was more than 20,000 I rolled in Slots.
The casino sent an Email couple of hours later saying they had an error in the system and that I actually never completed the wagering.
They mentioned a term that can't be real and put you in a no win situation.
They say they have a term that wagering can be made only from your deposit and not from bonus.
The only problem is that they credit a bonus to your deposit so there is no way in the world you can wager with your deposit in case you win.
let's say you deposit 300 and get 600 and reach 2000 or reach 10,000 you can never finish the wagering as it is not made on your deposit but on winnings from bonus, other words you can never win only lose.
They had a system error, pay me and fix the error. Not only they won't honor their own system they want to apply a rule that can't be valid, a rogue rule. They should be rogued only for having such a rule.
Dear C,
We are writing to you in connection to your recent withdrawal request of £5,000. An unfortunate situation has arisen in which the bonus panel was incorrectly showing that your bonus funds were contributing towards the wagering requirement for the bonus, clearing the bonus wagering requirement using the bonus funds. The system experienced an issue by which wagering contributions were being incorrectly awarded.
I have attached your full transaction history which shows that only 9 bets were placed of £45 each from real funds, totalling £405, while remaining bets were placed purely using bonus funds.
As per our general bonus as well as specific Slots Lover terms and conditions point number 5, only real funds may contribute towards the wagering requirement of any bonus on our casino.
Specific Bonus Condition in the Terms and Conditions of the Slot Lover First Deposit bonus, states:
“5. Only deposited funds count towards the wagering requirement of this bonus”.
The terms and conditions for the Slot Lover bonus may be viewed at Link Removed.
This condition is also present under our General Terms & Conditions point 4. which could be viewed at Link Removed.
Situation arose when a glitch in our software caused your bonus panel to show continued wagering towards your bonus requirement, even after your deposited funds had been utilised. Unfortunately, this is in direct contradiction with our Terms & Conditions which are in place to safeguard ourselves in the event of such unforeseeable situations.
As a solution to this issue, we have decided to reverse the bonus funds that have been turned into real as a result, back into bonus funds and reinstate the turnover required.
As such we will be reinstating £6,785 in bonus funds which will include a lower wagering requirement than the one you had previously. You will need to turn the awarded bonus 3 times to turn the bonus funds into real funds to enable you to wager through the bonus correctly.
We can understand your frustrations and grievance in the event of such news and would like to compensate you by offering a full refund of all your deposited funds so far (£300) as well as additional £100 in real funds as compensation.
You must use real funds when wagering toward the bonus in order for the bonus to be turned over into real, withdrawable funds.
We have found the issue and fixed it on our casino so the wagering calculation will be correct going forward and your bonus bar will be providing you correct assessment of your progress this time around.
We once again would like to convey our most sincere apologies for the inconvenience sustained. I can fully comprehend the frustration and disappointment stemming from having your winnings reversed. We will be fully prepared to co-operate with you on a resolution should you find this resolution inefficient. I sincerely apologise for providing you with such a negative first experience on our platform.
Yours Sincerely,
Igor Samardziski
Head of Casino