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BWin - "omission" in bonus T&C?

Discussion in 'Casino Complaints - Bonus Issues' started by YuraK, Oct 27, 2007.

    Oct 27, 2007
  1. YuraK

    YuraK Webmaster webmeister

    Occupation:
    webmaster
    Location:
    Russia
    Decided to try their download casino (Boss Media soft). Deposited, got 50% bonus, started to play. Went down, lost most of the money, but then raise back. Decided to withdraw my deposit but in cashier I found that all my money are considered bonus money and I can't get a dime!
    Support told me that as soon as you lost your deposit all winnings are considered bonus money. Even more, support told me that my wager doesn't count until I deposit more.
    I asked to show me in their T&C such rip-off term, no reply (sure, because I read T&C carefully, nothing like this there)... As a result I lost about $170. :(

    So for some casinos reading T&C is not enough :(, you should read their minds too. And of course "sorry, we do not returne funds". :mad:
     
    1 person likes this.
  2. Oct 29, 2007
  3. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Yurak,

    I read the following in the Ts and Cs.

    "If no real money chips are available, real money chips have to be bought to be able to fulfil the wagering requirements".

    Was this condition included in the original Ts and Cs when you started playing. If so, although it sucks, you may still have to abide by it. Nevertheless, it would seem that the winnings generated from the bonus money are not withdrawable yet until such time as all wagering requirements are met with real money.

    Cant you go back to support and ask how much wagering you still need? If its not too much, you may consider depositing a minimal amount and grind out the wagering. You should also ask support on whether this means that after the completion of the wagering the said "bonus money' will be converted to real money for withdrawal purpose.
     
  4. Oct 29, 2007
  5. gerilege

    gerilege Meister Member PABnorogue PABrogue

    Occupation:
    IT
    Location:
    Hungary
    They handle the bonus a bit different than other Boss casinos. Every time you enter the casino, you have the possibility to buy chips for real money. Every time you quit the casino sw, they put back your cash balance to your main bwin acount. (At least it was like that when I played). The bonus always remains on your casino account. But you can't have a real casino balance when you're offline. I'm not sure whether the rule quoted by chuchu existed when I played (circa year ago), but as far as I remember it existed, and it's quite logical considering they put your real balance back to your main account every time.

    If you complete the wagering with real money wagers, all bonus winnings will become withdrawable.
     
  6. Oct 29, 2007
  7. YuraK

    YuraK Webmaster webmeister

    Occupation:
    webmaster
    Location:
    Russia
    chuchu59, where did you find this term? I looked through bonus, casino and general T&C and can't see it :(. Give (PM) me the URL and article number please!

    I didn't loose that heavy for a long time :(, is it usual for other casinos to consider all your winnings bonus money as soon as you lost your deposit amount?

    I waited for support reply for a day, sent a couple of e-mails and then threw more good money after bad :(. I've deposited like $100 more and lost everithing trying to fullfill WR just for $25 bonus, playing BJ.
     
  8. Oct 29, 2007
  9. gerilege

    gerilege Meister Member PABnorogue PABrogue

    Occupation:
    IT
    Location:
    Hungary
    I have found it here, but it's only for the no download casino. I couldn't find it for the download casino.

    You must register/login in order to see the link.

    I still have doubts that playing with the bonus won't count towards the wagering requirements in the download casino. Probably it was just wrong information from the support.

    So it might be that you can complete the wr with the bonus funds. However when a wager is made with bonus chips, winnings will be given as bonus chips, so it's not your original deposit any more, and you can't withdraw it until the wr is complete. The wager requirement should remain unchanged, no matter that you have more bonus money now.
     
  10. Oct 29, 2007
  11. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Gerilege,

    You beat me to it. Yes, the download casino does not have this term and even if so, it does not necessarily imply that the wagering by the bonus funds are not counted towards the WRs otherwise it wouldnt make any sense.
    While you shouldnt have deposited until everything was cleared by support, I think you should make your stance clear to them again and if they misled you, they should make amends for it. How they should do that is up for negotiation.
     
  12. Oct 30, 2007
  13. YuraK

    YuraK Webmaster webmeister

    Occupation:
    webmaster
    Location:
    Russia
    Thanks for your help!
    I can't add my correspondence with support as it was in Russian, but I was told that I must deposit to complete wager. I didn't got a reply about remained wager, but it wasn't very critical for me, I had my estimations...

    I think I'll invite BWin representative here...
     
  14. Nov 2, 2007
  15. bwin

    bwin Dormant account

    Occupation:
    Product Manager
    Location:
    Vienna
    hi ladies and gentlemen

    first of all - sorry for the delay! I was on a businesstrip and yesterday was a public holiday here, so I did not see your inquiery earlier.

    to sum everything up: our support was wrong and it looks like we need to clarify why some of our agents supply wrong information. also bonus wagerings count for the wagering requirements, the real money rule only applies for the Instant Play Casino.

    So if you still have bonus money left, you can continue playing with it to release the bonus - we will also review the T&Cs in play and adapt them if necessary, so that it becomes more understandable.

    I hope this answer was helpful - in case you experience any other problems or you have more questions, please feel free to contact me whenever you want!

    best regards

    Benjamin

    P.S. if you PM me your bwin username, I can check your account and send you more details about the wagering requirement status etc. - and if I see that you had a disadvantage due to the false response of our customer service team I will be able to give you some sort of compensation ;-)
     
    1 person likes this.
  16. Nov 10, 2007
  17. YuraK

    YuraK Webmaster webmeister

    Occupation:
    webmaster
    Location:
    Russia
    End of Story

    Because terms were "probably misleading" I've got E50 bonus to my account. Those money do not last long, same as previous deposits, I really don't like my results at blackjack there...

    Hasta la vista BWin, not recommended by me.
     
  18. Nov 15, 2007
  19. tristan727

    tristan727 Banned user - violation of <a href="http://www.ca

    Occupation:
    credit manager
    Location:
    London
    Suit yourself - but I'd trust them over 90% of the casinos discussed in this forum. I had a bit of a palava with them, while back with this bonus money rule nonsense too, but sadly it's a rule at some other Chartwell casinos - so you just get used to it. Was quite frustrating when was several hundred down - and then being told I had barely wagered.

    Ive had no payout probs with them ever, and glad to see they have a rep here myself. Just wish they'd send me more emails & make me feel wanted- only their sports dept. still do since I got lucky 4 months ago, and turned 200 euros into 700.:D
     
  20. Nov 16, 2007
  21. bwin

    bwin Dormant account

    Occupation:
    Product Manager
    Location:
    Vienna
    Hi tristan

    I can assure that we are going to have some very interesting and cool promotions in 2008 for the casino as well - maybe not during the EURO 2008, which is sportsbook time - but before and after that!

    and we will also improve our casino products in 2008 and launch more new games in regular intervalls etc.

    so bwin Casino will improve in 2008 - promise :)

    regarding the T&Cs - the wagering requirements in the T&Cs for the Chartwell Casino have been improved in August and I think they are very clear and transparent now. For the Download Casino we still need to improve them - translations are already ongoing!
     

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