Casino Name - BigCasino
Hello everyone,
As I said above, the casino in question is BigCasino. I’m posting here to explain the situation with the OP (and 26 more players involved).
We developed some kind of VIP promotion, when player who received from us a VIP Status (we don’t have VIP program, but will have soon) is getting generous bonuses on their large deposits (basically, on EVERY deposit). Please note, that in our Bonus Terms and Conditions we have xB but not x(B+D) so your WR depends only on the amount of your bonus, which IMO makes them more easy to clear and more attractive.
But after close analysis of our games we noticed that with 50% contribution of every Poker Game it’s too easy to clear the bonus and many players just deposited, cleared the bonus and then withdrew. We paid them in full and even didn’t block them and didn’t exclude them from our promotions, but our management has taken a decision to change the contribution. But unfortunately we can’t change contribution only for new players or for those who don’t have any bonus, we can change it only for ALL players. I know it’s not good at all, but I have to deal with what I have. We will update our SW to be able to do that, but the major release is not going to be very soon, sorry.
So we decided to count all players who have the bonus uncleared and contact them personally after we changed the contribution, explain the situation and find the best solution. I know, we could have just sent them emails, but we decided that the situation is extraordinary, and contacted them one by one by the phone. In the most cases, if player was close to complete the WR, we just released the bonus and made it withdrawable. If player wagered more than it required – we released the bonus and added a gift to their accounts. It’s free money, No WR, fully withdrawable, depends on how much they wagered above.
Unfortunately, we didn’t reach them all quickly, and there are still some players unreached (some of them just told us they don’t care, some of them were busy and asked to call them later etc). We also waited for calls, emails or Live Chat from these players to be able to deal with them. For tomorrow there are still 12 players to deal with, including the OP.
The OP actually was the first one who contacted our Support via Live Chat. I think I can explain by the fact that they played only Oasis Poker and noticed that something is wrong pretty quickly.
Anyway, after giving wrong explanation to the OP (Note: in or Bonus T&C we have a statement “BigCasino.co.uk reserves the right to modify, change, suspend or terminate bonus award at any time for any reason without prior notification to players.” – support operator thought the player was asking about Bonus Terms, not about contribution and sent this statement as an explanation) our staff advised to wait for tomorrow when I will come to work and will continue dealing with players.
But the OP disagreed with that and replied to our Support Operator that they are going to raise an issue at public forum.
I think I should reveal few strings from the chat to make it more clear:
Sergey
Please, contact him tomorrow via LiveChat. Starting from 10 AM.
7/14/11 8:29:52 PM
The Player
no I have raised this issue now
7/14/11 8:30:19 PM
I will post on the casinomeister website and ask for their help
And another one:
The Player
shall I give you a link to the casinomeister post?
7/14/11 8:41:03 PM
Sergey
Yes, please.
7/14/11 8:42:17 PM
The Player
1 second, Im posting it now
7/14/11 8:46:48 PM
I am just going to post this now, so just to confirm you are happy for me to post this on the casinomeister forum, yes?
7/14/11 8:48:13 PM
Sergey
We asked you to wait for our manager till tomorrow, but if you want to - he will reply to you on CM.
7/14/11 8:49:19 PM
The Player
ok I will wait till tomorrow before posting it, I hope it wont be necessary as I am sure you do not want to break the law
7/14/11 8:49:42 PM
Sergey
Thank you! We will contact you tomorrow.
But now we see the thread here.
You may consider it as our official statement: in no way BigCasino was intended to steal players’ money or make the wagering more difficult for players who has already had a bonus in our casino. As I said, it was technically impossible to change the contribution for new players only, so we are trying to deal with EVERY player involved and find the best solution for both sides. All players will be paid in full if they wish to withdraw their remaining balance including cleared bonuses. If it will require account verification – we will ask for documents, verify them and process players’ withdrawals.
From me personally: the OP will be paid tomorrow early in the morning (deposit + player’s winnings). It’s the first thing I will do when I come to work tomorrow.
If you have any questions – let me know.
I hope I informed you well.
Best regards,
Viktar.