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Casino LaVida : New bonus rules???? What do you think??

Discussion in 'Online Casinos' started by mrjolio, Oct 30, 2014.

    Oct 30, 2014
  1. mrjolio

    mrjolio Experienced Member

    Occupation:
    Business owner
    Location:
    Crete, GREECE
    Hi,
    A long year reader and follower.

    I have been playing at Microgaming casinos for about 15 years.
    In general no complaints but as you may have noticed many MGS have been changing their bonus policies during last weeks.

    I think they should notify players before doing that especially if they change it to something I think is rather out of context.

    I was playing at Casino Lavida last week, made several deposits getting a bonus for eache deposit and zeoring out my balance with no luck.
    My last deposit it was a small 20 Euros with a 5 Euro bonus.
    As I was winning I noticed that my bonus balance was keep getting bigger.
    I spoke with the live chat and was informed that they changed their bonus policy and that now in order to get a withdraw you have to meet the rollover requirements not for your last deposit but for all your deposits in the past that you got a bonus and did not manage to fullfill the rollover requirements.
    So when I asked if I have 0 balance and make a deposit without a bonus would I still have rollover requirements the answer was yes.
    I think it is completely irrational, but I would like to hear your thoughts also.
    P.S. I do have the live chat if you think I should post that, I will be happy to.
     
    1 person likes this.
  2. Oct 30, 2014
  3. petro

    petro Dormant account, per user request PABnoaccred2 PABaccred

    Occupation:
    N/A
    Location:
    Narnia
    I'm so surprised that a casino would do something this stupid that I will need to see more evidence before I believe it.
     
  4. Oct 30, 2014
  5. Tirilej

    Tirilej On a Break

    Occupation:
    Breathing
    Location:
    Sweden
    This is what I found in their rules and it doesn't seem to be what you say.

    All deposits made after meeting the wagering requirements in full will be credited to your Cash Balance. If your Bonus Balance falls below 5 casino credits before meeting the wagering requirements, and provided that you have no bets in play, casino management will regard the wagering requirements met. Bets in play may include unclaimed free spins, or an unfinished bet on a blackjack game.

    I will notify the rep about this thread and maybe he can tell what the rules are.
     
    2 people like this.
  6. Oct 30, 2014
  7. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    This is a 'sticky' bonus and these are usually found in rogue outfits. I hope the CS agent has it wrong, or else it seems contradictory to the T&C's somebody kindly added above. I wouldn't deposit yesterday's lunch in casino that actually had this rule for real...
     
    Last edited: Oct 30, 2014
    1 person likes this.
  8. Oct 30, 2014
  9. mrjolio

    mrjolio Experienced Member

    Occupation:
    Business owner
    Location:
    Crete, GREECE
    Well here is the live chat.
    I should clarify though that I made the ridiculous rollover the wanted and withdrew, so I am not asking anything from them, I just don't understand the point of this rules. It's like telling you if you lost once don't deposit again.
    I have underlined where it states the point

    General Info
    Chat start time Oct 19, 2014 4:22:42 PM SAST
    Chat end time Oct 19, 2014 4:58:55 PM SAST
    Duration (actual chatting time) 00:36:13
    Operator John
    Chat Transcript
    info: You are being connected with our support team. Thank you for your patience.
    info: 'John' will be helping you with your query. We’d appreciate your feedback on our service in the survey after the chat.
    xxxxxxxxx: hi
    xxxxxxxxx: user ***************
    xxxxxxxxx: I made yesterday several deposits
    John: Hi Ioannis
    xxxxxxxxx: I zeroed out on all but the last
    xxxxxxxxx: My last one was 20 euros with 4 euros bonus
    xxxxxxxxx: nevertheless my bonus now 28.25
    John: Please allow me a moment to access and review your account please.
    xxxxxxxxx: ok
    John: ;-)
    John: Thank you for holding for me Ioannis, was your request to remove the bonus?
    xxxxxxxxx: yes
    John: I will not be able to remove the bonus as you have 1123.23 ply through that you still need to meet.
    xxxxxxxxx: no i dont have
    xxxxxxxxx: As i described earlier I zeored out on my previous deposits
    John: I cannot remove the bonus when you have started wagering
    xxxxxxxxx: Lets start all over again
    xxxxxxxxx: I deposited the last time 20 Euros
    xxxxxxxxx: My bonus was 4 euros and my balance went to 24 Euros, which was correct
    xxxxxxxxx: As I started playing the more I won the more my bonus balanced increased
    xxxxxxxxx: Therefore I want my bonus balance to go to the normal according to your Terms & conditiond
    John: Please understand that wagering never gets removed when it has not been met, it will be added to the next wagering requirement of the next bonus that you receive at the casino
    xxxxxxxxx: I repeat : I zeroed my balance on all my previous deposits, without fullfing the rollover requirements, but as stated on ALL micorgaming casinos T&C the rollover requirements do NOT continue in your next deposit if you have zeroed your balance
    xxxxxxxxx: Please find your terms and conditions and state me where is that stated
    xxxxxxxxx: You are either completely wrong or you are the only microgaming casino that has this rule
    xxxxxxxxx: You are completely wrong because if this is the case I should never deposit again because I will have a huge rollover requirement even if I dont get a bonus!!!! Is that you are saying???
    John: Our systems are always up to date and will zero if you have met wagering Ioannis. The wagering that is left on your account is your current wagering that you have not completed
    xxxxxxxxx: I ask you again. Where is that stated on your terms and conditions?
    xxxxxxxxx: And also are you telling me that the next time I deposit even if I dont get a bonus I will still have rollover requirements????
    John: You will have that wagering left if full wagering requirements are not met
    xxxxxxxxx: Even if i don't get a bonus in my next deposit???
    John: That is correct Ioannis
    xxxxxxxxx: I ask you for the 3rd time. Where is that stated in your terms & conditions???
    John: You will have to meet your wagering requirements in order to cancel everything to Zero
    John: You will have to tell me what you saw on the terms and conditions or copy and paste what you want me to read
    xxxxxxxxx: I ask you again. Please reread your terms and conditiond and let me know where is that stated
    John: You will have to tell me what you saw on the terms and conditions or copy and paste what you want me to read
    xxxxxxxxx: do you know your T&C or not???
    xxxxxxxxx: The bonus is zeroed out if your balance is zeroed out
    John: I know my terms and conditions so i ant you to tell me what you are referring to with regards to the terms and conditions
    xxxxxxxxx: It has been like that for ages in all mg that I play the last 12 years
    xxxxxxxxx: 32red, 7 sultans, royal vegas, jackpot city, villento, cabaret club etc
    John: That is not the case Ioannis. Your wagering requirements will still be there is they have not been met
    xxxxxxxxx: I have never ever had a similar issue.
    xxxxxxxxx: Where is that stated?????
    xxxxxxxxx: It is a simple question
    xxxxxxxxx: ask your supervisor
    xxxxxxxxx: or floor manager
    xxxxxxxxx: Someone must know your T&C's
    John: Thank you for waiting. I'll be with you in just a moment.
    John: I have spoken to my Pit Boss and he has told me that you need to zero out all your balances with no wagering ;eft
     
  10. Oct 30, 2014
  11. Tirilej

    Tirilej On a Break

    Occupation:
    Breathing
    Location:
    Sweden
    That guy in support didn't seem to know what he was talking about since he told you the right rules in the last sentence.

    But to refuse to show you the rules he claimed he knew was bad customer service.

    The rep has been notified and have read the thread so I hope he will come back and reply.
     
  12. Oct 30, 2014
  13. Jono777

    Jono777 mmawardeeIV CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    this seems like a case of many live 'help agents who actually do not know what they are on about (apologies to those that do!) In 10 or so years of online play which have involved many, many visits to chat, I have been told many things that have later turned out to be totally incorrect or not even close, I'm sure this has to one of those times as that rule is ridiculous and will cost casinos an awful lot of custom
     
  14. Oct 30, 2014
  15. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    In this case you are right. LaVida were always a good site when I played there, the reps are decent and responsive and I refuse to believe they've gone to rogue bonus terms overnight. The CS agent is either on acid or arbitrarily rewriting LaVida's terms...:eek:
     
    1 person likes this.
  16. Oct 30, 2014
  17. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    The CS agent was given several opportunities to clarify, but each time they insisted on saying that the WR didn't zero out.

    It also seems that on this occasion, the player was subject to carry over WR which matches the CS agent's "erroneous" description, rather than the terms or what the pit boss seems to have claimed.

    If anything is "on acid", it's the casino server, rather than the CS rep.

    If the WR was 50x, the WR on a €4 bonus would be €200, yet the CS agent says there is €1123.23 left showing on their systems.

    Something has certainly changed, as the OP was taken aback by this, not having seen this before when zeroing out and depositing again.

    Maybe the loss of UK players has caused Digimedia to tighten up on the offers.
     
  18. Oct 31, 2014
  19. nikantw

    nikantw Ueber Meister MM PABaccred

    Occupation:
    A bit of this and that
    Location:
    EU
    I had a few free spins lately, won 1.14 bonus money, played slots, and also watched the bonus balance get bigger and bigger. But just the balance. When I met the WR for the 1.14, all the bonus became cash.
     
  20. Oct 31, 2014
  21. curremon

    curremon Senior Member PABnononaccred MM

    Occupation:
    Working
    Location:
    finland
    Its same in wintingo and ladbrokes for me.
     
  22. Oct 31, 2014
  23. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Well if that's the case than its an outrage, Like dunover said sticky bonus is for the rouge outfits, Saying that its another cs that no FECK ALL, yet again time after time when are casinos going to learn, Its all good when bought up hear and reps state they will update cs ect, What use is that? Alot of gamblers do not come on to forums, (for a number of reasons)

    Another thing you mentioned a 5 bonus but in the chat session you mentioned 4? Not a big deal but for the pitty few quid bonus it is not worth taking, Take into account all the rules that come with it,

    I do wonder low if you do take another bonus than the last deposits may become sticky? If this is the case than steer well clear, It could be a new rule or again cs not a didly doo, either way its not right and I would not let it go,

    There are a few bingo sites (butlers & sister sites) that have the sticky bonus rule but only for the 1st deposit, But thats what you get playing machines at bingo sites :) But Ian is always is here to straighten any think out and is more than fair
     
  24. Oct 31, 2014
  25. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    So NEITHER explanation is true (CS or pitboss), and the terms are no help either.

    How about letting the players know in advance that what is a MAJOR change has been made to the system. Preferably, have someone who knows what they are talking about compose the mass email to players, and then have that same person update the bonus terms.

    The alternative is a flight of players from the brand because they feel they have been conned by what is now a "rogue outfit".
     
  26. Oct 31, 2014
  27. fortunelounge

    fortunelounge I-Gaming Industry Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    Response from Casino Host

    Hi all,

    With all bonuses that are offered, there is a Wagering Requirement that is attached. Should the WR not be met and the balance on the account not be zero-ed out by the play in the session before the next deposit is made, the outstanding WR will be added on to any new WR (if any). Also note that when one plays with a match bonus and cash credits, the casino software will use your cash credits first. As you meet your WR, the bonus will be allocated to your cash value. Should the WR not be met and there is still a balance in the account when the next deposit is made, the system will automatically put a percentage of funds into bonus value. This will continue until the WR is met or the balance is zero before the next deposit.

    mrjolio - I cannot comment on your query directly however if you could please PM me with your casino username and details, I will gladly investigate the matter and respond to you accordingly.

    With regards to the chat that you have had with John, I will speak with the Customer Services Manager personally and make sure that this matter does gets attended to.

    I will await the PM so that I may be able to investigate this matter further.

    regards
     
    2 people like this.
  28. Oct 31, 2014
  29. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    As stated by fellow member (Tirilej)

    If your Bonus Balance falls below 5 casino credits before meeting the wagering requirements, and provided that you have no bets in play, casino management will regard the wagering requirements met

    I got to admit 5 credits are are bit high as normally under 1 or 0 out, so that sentences alone should put players of if Tirilej statement was true, As you stated that you have to 0 out & if true why the OP get added wager, Unless they had sum unplayed games than what you say is ---
     
  30. Oct 31, 2014
  31. Tirilej

    Tirilej On a Break

    Occupation:
    Breathing
    Location:
    Sweden
    Since I took it from their page it has to be true so please no ''if's'' here spintee :)

    If you go back and read the op's chat you will see that he tells cs that he did zero out on all earlier deposits ''but the last''.
    That mean it was only the last deposit bonus that was following his new deposit.
    How much he had left when he did that deposit we don't know.
     
  32. Oct 31, 2014
  33. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    If lol, I do not use it lightly and plz do not take any offence, I mention IF (it) when you do not get the full story, Yes I try to read and alow the OP zero out than if the casino rules are playing by there books than not matter if you deposit 100 times, All add on to wager, My Qs was if you did not take a bonus on the next deposit than would probably zero out, As the OP took out (5) bonus and in chat it was (4) than casinos may have changed the rules,

    If you keep deposit with a bonus than wager will not get wiped, Only a thought but if its the case than stray well clear, Only mu opinion

    I do not understand why people take such small amount of bonus any way? I only take 100% or 50% with free spins but I am a small roller so not much to lose


     
  34. Oct 31, 2014
  35. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom

    This is still not completely clear, and it fails to explain what the OP found when he deposited 20 and received a bonus of 4, but later found his bonus balance had gone UP during play, not down.

    He clearly had an experience that didn't work according to the rules, yet CS just kept on insisting nothing was wrong, and that he needed to wager the stated amount. From the story alone, there is no excuse for this. A quick glance at the account history was all that the CS agent needed to do to pick up on the fact that the players' experience didn't tally with the rules.

    What I suspect happened is that the CS agent looked at the history, and then weaved a BS story around what he saw in order to justify it as having been correct. Instead, this should have been referred up the chain of command to someone in marketing or operations, who would be better placed to check this in more detail, and then email the player concerned.

    If the player HAD zeroed out as they claim, then something has clearly gone wrong. It would be easy for CS to determine whether or not the player had made the deposit onto a zero balance.
     
  36. Oct 31, 2014
  37. Tirilej

    Tirilej On a Break

    Occupation:
    Breathing
    Location:
    Sweden
    As I said in my post earlier....that if you read the op's chat again he had not zerod out the one he made just before.
    Nothing seems to have changed. That was the op's words not the cs or the reps.
     
  38. Oct 31, 2014
  39. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    The OP states he did.

    Then in chat he states:-

    Well, if his last was for a €4 bonus, and he didn't zero out, then his bonus balance would carry over this WR to the next cash deposit, but would STILL be showing €4 or less, yet it's €28.25 - it still doesn't make sense.
     

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