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Bonus Complaint Casino on Net bonus

Discussion in 'Casino Complaints - Bonus Issues' started by dannymacca, Jan 24, 2012.

    Jan 24, 2012
  1. dannymacca

    dannymacca Dormant account

    United Kingdom
    Hi everyone!

    Firstly sorry if I've posted this in the wrong place!!

    I'm currently in dispute with the above over a bonus issue. I'm wondering if anyone on here can give me some indications of my rights and potential ways to solve this without the casino basically screwing me!

    Deposited around £550 in seperate deposits throughout yesterday evening, I'd got down to about £275 whilest playing online slot 'Hulk'. If you're like me you only really have half an eye on your balance while you are playing slots as you're looking at the reels and the current win amount. I got a couple of features and my bank balance was ticking up nicely!

    I eventually came off the slot machine with £895 in the bank. Played one game of black jack to get me over the £900 mark, bet £10 won the hand, final balance £905.

    I went to cashout. I could only withdrawl £277. I instantly new something dubious had occured. I looking in my account and saw without warning or consent £125 bonus had been added while I was in game and playing a slot machine. I have not played another game since and contacted support.

    The after I complained they removed the bonus... and all my winnings leaving £277 in my account. Now this has disgusted me, I hadn't knowingly played the bonus, I had a minimum of £250 in my account of my own money so didn't require the bonus funds in order to play the slot machine for the amount of goes I had.

    Has this happened to others, a precident somewhere?? I've complained again and they are looking at the case again, but I fear the worst. What can I do about this?? I'll be gutted if they throwing a bonus in my account while ingame has lost me nearly £700.

    Any help would be appreciated.

    Many thanks,


    Update: I've looked at the logs, I am in game playing Hulk on £2.50 a spin when the random bonus was applied. There's 4 seconds between spins, the same gap that occured every spin. In that 4 seconds they applied the bonus, I simply did not know it had happened.
  2. Jan 24, 2012
  3. vinylweatherman

    vinylweatherman You type well loads CAG MM

    STILL At Leisure
    United Kingdom
    Surely if they remove the bonus and the winnings, you should have £550, the total of your deposits.

    It seems they have not really listened to your complaint that the bonus was snuck in without you noticing, and decided you just want it removed along with the winnings.

    They would have better served you by telling you that you could complete the outstanding WR, have the bonus and winnings removed, or take the complaint to adjudication if neither option was satisfactory.

    Dropping a bonus into a player's account during play without being asked is considered "sneaky", and the action expected of a rogue casino. This is 888, and although not rogued here, they were delisted from the accredited list because they insisted on using predatory marketing tactics on players.

    Whilst they may claim they have done you a favour by giving you an extra £125 of bonus money, they have really done themselves the favour by tying you to the rules. They seem to have dropped the bonus in at some point, and then only counting your deposits after this arbitrary point as yours to keep, hence their figure of £277 being almost your minimum balance of the evening. This is VERY sneaky and manipulative, as really this bonus should be classed as counting for your entire session, and NET winnings should have been removed, not selective winnings from some random mid point that ends up having half your DEPOSIT treated as though it was winnings.

    They may also have argued that the single hand of Blackjack was grounds to void your winnings, as this was probably against the rules for the bonus.

    They may also open an account at Reef Club for you, and then email you to tell you about it, and how much free money you can have:rolleyes:
  4. Jan 24, 2012
  5. dannymacca

    dannymacca Dormant account

    United Kingdom
    Thanks for the response.

    This is the worst thing about it. I'd deposited money into my account to the value of £550 over the space of a day. I'd LOST money so my balance was down to £277. THEN they added a random bonus while I was playing a slot. It's so unethical.

    In your experience how do you think this will pan out, I've re-emailed stating my discontent at what they've done so far. I have not touched the £277 in my account and have a screenshot of my balance being £905.

    Thanks again

  6. Jan 24, 2012
  7. vinylweatherman

    vinylweatherman You type well loads CAG MM

    STILL At Leisure
    United Kingdom
    You should contact their rep, and if not satisfied after a week or two, make a formal PAB (a free service offered here). In the mean time, don't post more about this during your dealings with the rep and PAB.

    At worst, you should be getting your full deposits back, and a ban for "bonus abuse", although they will need supporting evidence to get this past Max via PAB. The alternative is to reinstate the balance, and tell you to complete WR, although they will need to show that you opted in to the bonus in some way, and just forgot about it.

    If they just snuck it in during play, this will make life hard for them here, as this is a sneaky tactic used by many rogue casinos when they feel a player is thinking about cashing out. By doing this, they can tell the player they can't cash out because they "accepted the bonus" by continuing to play after it was added. They add it during play because they know a player is unlikely to notice, especially when the bonus is small.

    If anything, I would have expected this bonus to be for your first deposit, so the entire £550 should be considered your money, and only the amount above this being voided for wanting an early exit. Even this is not really fair if the bonus was added without your knowledge or consent.
    2 people like this.
  8. Jan 24, 2012
  9. mattsgame

    mattsgame Meister Member CAG webmeister

    Out Of Town
    Geez are Cassava Enterprises getting worse or what!

    I would do as VWM has suggested, first contact the Rep of 888 (Cassava) Rachel Here to see if she can help.

    This is a very sneaky trick so I hope you get it sorted and get your winnings.
  10. Jan 24, 2012
  11. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Ah, something for the casinos to learn. Slip in a bonus whilst the player is playing an excluded game.
  12. Jan 25, 2012
  13. xxshepxx

    xxshepxx Senior Member PABnononaccred MM

    United Kingdom
    This happened to me at casino la vida

    Got a bonus, met wagering, was playing down to a round amount, the chucked another bonus on without warning, or me noticing, and boom I had another wagering requirement.

    The bonus was not a round amount, and I must of had 2 or 3 spins of it in slots.

    I complained, and was told I would have to meet wagering before cashing out :(

    Surprise surprise I didnt meet wagering the second time around.

    And dont get me started on that casino-on-net

    I got an invite to join by them yesterday,

    £10 bonus, got it right up to £300, met wagering with £180 left, and someone turned off the ability to win.

    £10 lasted 2 days.

    £180 lasted just shy of 25 minutes.

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