thakrars
Dormant Account
- Joined
- Apr 11, 2011
- Location
- London, UK
Hi there,
I signed up to Spin Palace casino a couple of days ago on deposited £50, played a couple of pounds worth of bets and then realised that my balance was much higher than it should have been - I'd been awarded a £50 bonus. I called the support line immediately and queried this because I'd not been offered the bonus, and it was just automatically credited.
I was told that it is my responsibility to request them to withdraw it if I don't want it, and by betting money, despite not actually using the bonus funds (because I didn't lose either bet) I would still have to complete the wagering requirements if I want to withdraw any money. I had the option of resetting my account so I go back to my initial deposit with no bonus, but that would have meant forfeiting the £120 or so I'd just profited.
I asked what the bonus terms were and was told that I'd have to wager the bonus amount 30 and then I could withdraw it al. I thought it was a long shot, but since I was already £100+ up I thought it was worth a go, so I set one of the slots to play on autospin for 500 spins on £3. Couple of hours later turned out I was £350 up!
I requested the withdrawal and 2 days later, just now, recieved an email saying it was voided because I made bets that were more than 30% of the value of the bonus, which is true I did. But I specifically asked for the bonus terms on the phone and was only told that I had to wager it 30 x.
I accept that I have broken the terms and conditions, but my point is that I spoke to someone who was apparently a manager at the casino, and clearly asked him what the terms were for the bonus, having made it clear that I hadn't seen the terms, and he said to me quite clearly all I had to do was wager it 30 times. For that reason, surely I should be entitled to my winnings?
Would very much appreciate your thoughts!
Thank you
I signed up to Spin Palace casino a couple of days ago on deposited £50, played a couple of pounds worth of bets and then realised that my balance was much higher than it should have been - I'd been awarded a £50 bonus. I called the support line immediately and queried this because I'd not been offered the bonus, and it was just automatically credited.
I was told that it is my responsibility to request them to withdraw it if I don't want it, and by betting money, despite not actually using the bonus funds (because I didn't lose either bet) I would still have to complete the wagering requirements if I want to withdraw any money. I had the option of resetting my account so I go back to my initial deposit with no bonus, but that would have meant forfeiting the £120 or so I'd just profited.
I asked what the bonus terms were and was told that I'd have to wager the bonus amount 30 and then I could withdraw it al. I thought it was a long shot, but since I was already £100+ up I thought it was worth a go, so I set one of the slots to play on autospin for 500 spins on £3. Couple of hours later turned out I was £350 up!
I requested the withdrawal and 2 days later, just now, recieved an email saying it was voided because I made bets that were more than 30% of the value of the bonus, which is true I did. But I specifically asked for the bonus terms on the phone and was only told that I had to wager it 30 x.
I accept that I have broken the terms and conditions, but my point is that I spoke to someone who was apparently a manager at the casino, and clearly asked him what the terms were for the bonus, having made it clear that I hadn't seen the terms, and he said to me quite clearly all I had to do was wager it 30 times. For that reason, surely I should be entitled to my winnings?
Would very much appreciate your thoughts!
Thank you