Bonus Complaint Better casino bonus

[zebedy]

i signed up to better casino, i noticed the 100% bonus so i checked the t&cs,

First deposit, you deposit 100 and receive 100 bonus funds

so i deposited $100 but didnt receive the bonus, so i fired an email off to support, saying i never got the 1st deposit bonus , and continued to play with my deposit and lost,so i thought id wait to see what they say but i never received a reply, i left it about 5 hours checked in the casino but still no bonus,
i got on the live support saying i never received my bonus and was told i ha to do the wagering first before i receive the bonus,

these are the bonus terms
was i wrong to expect the bonus upfront, it says nothing about wagering your deposit first, or is that what the highlighted part below means

At Better Casino we enjoy rewarding our players, but this has also resulted in some people taking advantage of our bonuses and abusing them. In an attempt to prevent this, we have had to implement a few rules to our offers.



Please read the below terms and conditions and if you have any queries about terms and conditions, please don't hesitate to contact our Support Team for assistance BEFORE making your deposit as by doing so you are agreeing to be bound by ALL of the rules below.



These terms and conditions were last updated on Friday 5th December 2008. To view a copy of our previous terms and conditions please click here.

All wagers on Roulette, Baccarat, Sic Bo, Craps, Casino Hold 'Em, Video Poker, Stravanganza, Three Card Poker and all forms of Blackjack including Pontoon will not contribute to the wager requirements for this bonus.
Players are limited to one real money account at Better Casino only.
The name on your account must match that of your registered payment instrument.
Your registration information must be correct and accurate and match the payment method information details.
You must be a minimum of 18 years old, or the legal age to gamble in your legal jurisdiction, whichever is greater.
Any applicable taxes and fees in connection with any winnings awarded to you are your sole responsibility and not that of Better Casino.
All withdrawals will be subject to being monitored to ensure none of these rules have been breached. Should there be a breach, winnings will be withheld and the account closed.
Failure to comply with these rules will result in the removal of bonus funds, ALL winnings will be withheld and your account closed.
Better Casino reserves the right to modify these rules or cancel any promotion at any time and will make reasonable attempts to notify the players prior to this change.
Once there has been play on an account where a bonus has been credited, that bonus and all terms and conditions are deemed accepted by the player.
Wager completion will result in your bonus redemption. Any further deposits or withdrawals made prior to the wager completion will have no effect on the bonus conditons.
Bonuses will only be valid on real cash deposits other transfers will result in the voiding of any bonus and winnings at our discretion.
Unless specifically stated otherwise in promotional material, bonus funds are added on the condition that you wager your Deposit plus Bonus at least twenty times on non restricted games.


Wagering = 20 x ( Deposit + Bonus )

First deposit, you deposit 100 and receive 100 bonus funds.
= 20 x ( 100 + 100 )
= 4,000



You will only have to complete wagering on the qualifying portion of your deposit. You will not be penalized for depositing more than the maximum required to receive the full bonus amount.



Wagering constitutes both winning and losing on the non-restricted games. You can ask our support team at any time for an update on remaining wagering required, until the bonus has been redeemed.
Accounts that have had no game play for 30 days or more may have bonus funds removed at our discretion. The player will be contacted and advised.
We reserve the right to close any account for any abusive activity at our sole discretion; this may include depositing with the sole purpose of receiving bonus funds, on our own interpretation of the facts.
All bonuses are available only once per person, family, household address, e-mail address, credit card number, and environments where computers are shared (university, society, school, public library, workplace, etc.).
The following countries will be ineligible for any bonuses: Denmark, China, Thailand, and Germany.
Better Casino reserves the right to modify these rules or cancel this promotion at any time.
If you do not agree to any of these terms you can request that your account be set to No Bonuses by contacting our 24 hour support team.
The decision of Better Casino management is final and binding in all cases.

 

[vinylweatherman]

i signed up to better casino, i noticed the 100% bonus so i checked the t&cs,



so i deposited $100 but didnt receive the bonus, so i fired an email off to support, saying i never got the 1st deposit bonus , and continued to play with my deposit and lost,so i thought id wait to see what they say but i never received a reply, i left it about 5 hours checked in the casino but still no bonus,
i got on the live support saying i never received my bonus and was told i ha to do the wagering first before i receive the bonus,

these are the bonus terms
was i wrong to expect the bonus upfront, it says nothing about wagering your deposit first, or is that what the highlighted part below means

NO, the highlighted term makes it clear you will NOT be punished for depositing MORE than the amount required to claim the bonus.

Nothing in those terms states that you must play before having the bonus credited, but in any case you DID wager before the bonus was credited, and STILL didn't get it, which is why I presume you contacted support the second time through live chat.

The excluded game list makes me suspect this is a Playtech casino, and it seems Playtech casinos generate more complaints about bonuses than they should, in this case it looks like CS are quoting a rule that does not seem to exist, yet their list contains a whole load of rules that have nothing to do with the stated aim at the top of the list, summarised by "....this has also resulted in some people taking advantage of our bonuses and abusing them. In an attempt to prevent this, we have had to implement a few rules to our offers." In fact, many of the rules are to counter FRAUD, which is NOTHING TO DO with "some people taking advantage of our bonuses and abusing them".
Another example of equating "advantage play" with fraud.

 

[zebedy]

NO, the highlighted term makes it clear you will NOT be punished for depositing MORE than the amount required to claim the bonus.

Nothing in those terms states that you must play before having the bonus credited, but in any case you DID wager before the bonus was credited, and STILL didn't get it, which is why I presume you contacted support the second time through live chat.

i thought i was reading it right , thanks for confirming this VWM, i wanted to try out a new playtech and as better casino are on the accredited list i thought there wouldn't be any problems,
ill PM the rep and see what he has to say

 

[zebedy]

well i spoke to the live chat person again, because they dont reply to emails and the rep hasnt replied to the PM i sent,


and they confirmed that the rule

Wager completion will result in your bonus redemption. Any further deposits or withdrawals made prior to the wager completion will have no effect on the bonus conditons.

clearly states that you have to wager your deposit before you get your bonus,

i give up

 

[KasinoKing]

Nothing in those terms states that you must play before having the bonus credited...

I think you should read those terms again my friend:-

Wager completion will result in your bonus redemption.

100% clear IMO.

I took their SUB last August, and I knew it was post wager.
It is unusual for a Playtech I grant you, but it IS stated in the T&C's.

KK

 

[zebedy]

im off to read this new book i got before i post again

 

[vinylweatherman]

I think you should read those terms again my friend:-


100% clear IMO.
I took their SUB last August, and I knew it was post wager.
It is unusual for a Playtech I grant you, but it IS stated in the T&C's.

KK

Not entirely, "redemption" can mean that you can cash out, and MOST casinos use it this way. It looks like this is one of those "reward" type bonuses (as you have found out), and they could make it much clearer that "redemption" in this case means "bonus will be credited".

This problem is caused by convoluted rules, meaning players often "cannot see the wood for the trees".

Players not used to Playtech, or Cryptologic, may genuinely not understand what the difference is, because a "deposit bonus" as it is described here is usually credited instantly, or claimed using a form or CS.

CS seem to have been little help, failing to offer a CLEAR explanation to this player, who thus became so exasperated that they had to make this a PUBLIC complaint before someone was able to "show them the woods".

The inability of CS to give a decent standard of service has lead to many issues going public, making the casino look bad even though they have not DONE anything bad, just failed to explain things properly through internal channels to a player.