CasinoRoom sticky wagering ?

[spintee]

I do like casino room, But check this out,

Every time I take a bonus and do not manage to to complete wager, The next time I deposit the wager is still there? even that I have 0 out and made a new deposit, Ok speak to help and normally sorted, Ibit of a headache having to do this all the time,

Now today I am told diffrent, Over half hour on chat and getting know where, First of I am told,

Because remember that bonuses have a wager requirement

? No shit Sherlock

you have to complete the 45x wager in order to remove it or cash out

Fair enough but I 0 out and made fresh deposit,

Than this

No...the wager stays until it expires or until you clean the wager

So unless this is the new rules than CS have not got a clue, I hope the rep can update us on this please, By the way they cleared the £10 wager one I had to play out to get free spins? lol and still got the spins,

Simply not good enough, over half hour on chat to be told BS,

Oh now they just closed chat on me?

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[jjezebel37]

If this is truly the case then I'll not deposit there again. That is a big no no for me.
I hope the rep can clarify this.
I have had dealings in chat and they have always been nice, however, to close the chat on you is just plain rude!

 

[spintee]

Cheers jjeze

That will be my last deposit also if thats the case, I do not think there is many casino that is left that use the sticky bonus system, There is a few but a fresh deposit clears this,

I was not rude in chat, far from it, Rep has permission to show the convo, The chat just closed it, Far from professional in my eyes, I agree chat is normally good and its a casino I normally have an odd small deposit at with no problems,

 

[slotter999]

Just to clarify - you took a deposit bonus, lost it all and left a £0.00 balance, deposited again and the wagering requirements from the previous bonus were still present?

If I've understood correctly then yes that's super dodge. It's probably a good thing you checked too....I wouldn't even think to check such a thing... £0.00 in my mind = the end!

I suspect this is more of a technical issue than a policy issue.

 

[spintee]

Just to clarify - you took a deposit bonus, lost it all and left a £0.00 balance, deposited again and the wagering requirements from the previous bonus were still present?

If I've understood correctly then yes that's super dodge. It's probably a good thing you checked too....I wouldn't even think to check such a thing... £0.00 in my mind = the end!

I suspect this is more of a technical issue than a policy issue.

Thats right, Funny thing is it was not alot about 40 odd £, Thing is I didnt even wager that amount after my deposit, Than I took the free spins won about £1.50 with a wager of x45, didnt get close but now both bonus have gone? once I hit 0

Looks like the bonus system has a mind of its own, Only reason I checked is because I have had this problem before and got stung, Surley any chat host should no the score unless of course it is sticky?

 

[slotter999]

Perhaps the two are linked? Which would kinda make sense. If I'm having a go at beat the bonus I never play free spins until I've either busted / cashed out the deposit and the funds hit my account.

I noticed on some casinos the spins are still there and others they disappear.

 

[spintee]

Perhaps the two are linked? Which would kinda make sense. If I'm having a go at beat the bonus I never play free spins until I've either busted / cashed out the deposit and the funds hit my account.

I noticed on some casinos the spins are still there and others they disappear.

Completely separate, Free spins was for that deposit, So the original balance that was left over should of cleard, There was a £10 wager with that £10 deposit due to the spins, But the funniest part the chat host cleard the £10 wager, it was a bit less due to I had a couple of spins,

 

[CasinoRoom]

Hello spintee, thanks for bringing this up and for PMing me, bonuses have automatic forfeiture it's set at 0.05 by default, I will update the agent on this, we are able to forfeit bonuses or left overs, by no means would I or anyone expect you to complete huge play-through to release a 1 cent or have your winnings or new deposit locked because of a small bonus. I will check what happened and the best way to deal with this is to put a cancel button next to your bonus, that would be more user friendly. As for the agent closing the chat, she called me in the middle of the night (I’m in a different time zone) she had a power glitch for 15 minutes, this must have been the reason, I apologize for the inconvenience caused.

 

[dunover]

I do like casino room, But check this out,

Every time I take a bonus and do not manage to to complete wager, The next time I deposit the wager is still there? even that I have 0 out and made a new deposit, Ok speak to help and normally sorted, Ibit of a headache having to do this all the time,

Now today I am told diffrent, Over half hour on chat and getting know where, First of I am told,

Because remember that bonuses have a wager requirement

? No shit Sherlock

you have to complete the 45x wager in order to remove it or cash out

Fair enough but I 0 out and made fresh deposit,

Than this

No...the wager stays until it expires or until you clean the wager

So unless this is the new rules than CS have not got a clue, I hope the rep can update us on this please, By the way they cleared the £10 wager one I had to play out to get free spins? lol and still got the spins,

Simply not good enough, over half hour on chat to be told BS,

Oh now they just closed chat on me?

'Sticky Wagering' - you been playing at Pornhub Casino again?

Always zero your balance say by doing single lines on St*rb*rst, log-out and log-in again ad you should be OK.

 

[demonj]

My biggest issue with casinoroom bonus was that i only could play them on certain "Bonus games" aka Netent maybe it was because of the code i dunno but only netent come on man..

 

[spintee]

'Sticky Wagering' - you been playing at Pornhub Casino again?

Always zero your balance say by doing single lines on St*rb*rst, log-out and log-in again ad you should be OK.

I took a look at ph C but will not be the same, Either gambling or porn, Both do not mix

About the 0 out it was a new session, my balance was 0, I made a new deposit which did put a new bonus wager on, Only £10 this was due to the free spins involved, So you do not deposit and take, So this makes x2 sets of wager, When I went to CS to get the old wager removed I was than told the highlighted bits,

Only for the CS rep to clear the £10 wager? which was the actuall wager req for the free spins, Beggars believe to be told what I was than clear the x1 rolover for the free spins? Does not make sense,

I know casino room does hold a few quid in bonus so to cover there arss so you do not deposit and take out, You will have to make some spins, But due to the £10 wager there was no need for it this time,

I sent a rep a message but still heard nothing

 

[spintee]

My biggest issue with casinoroom bonus was that i only could play them on certain "Bonus games" aka Netent maybe it was because of the code i dunno but only netent come on man..

You are right, You can only play netent games with bonus, But when deposit and use a bonus you can use your cash on any games, Only when you dip into bonus than netent it is, Unsure if the wager counts when playing other games

 

[demonj]

You are right, You can only play netent games with bonus, But when deposit and use a bonus you can use your cash on any games, Only when you dip into bonus than netent it is, Unsure if the wager counts when playing other games

Were affriad to break any rules so i played at the so called "Bonus games" gonna deposit again and see if it contributes to wager when i play on others with the cash balance before bonus balance

 

[spintee]

Hello spintee, thanks for bringing this up and for PMing me, bonuses have automatic forfeiture it's set at 0.05 by default, I will update the agent on this, we are able to forfeit bonuses or left overs, by no means would I or anyone expect you to complete huge play-through to release a 1 cent or have your winnings or new deposit locked because of a small bonus. I will check what happened and the best way to deal with this is to put a cancel button next to your bonus, that would be more user friendly. As for the agent closing the chat, she called me in the middle of the night (I’m in a different time zone) she had a power glitch for 15 minutes, this must have been the reason, I apologize for the inconvenience caused.

I am so sorry, I got your PM but missed the thread, Must of been the same time dunover posted,


I can assure you its not auto, Well if it is its not working as I have asked many of times to be clearded and theres not been a problem untill today with the help desk,

IF its ok I will add the chat so we are all clear,

I love the site but to be told diffrent storys by the people who ment to be sorting us out is not a good one,

Noelia
Hello Terry W, welcome to Casino Room Live Chat, how can I help you?
Terry W
6:28 am
hi
6:29 am
bonus is still on acount, old bonus
why does it always stay on, always happens, it justs wastes both our time
Noelia
Because remember that bonuses have a wager requirement
you have to complete the 45x wager in order to remove it or cash out
Terry W
I spent all money in acount, and made a new deposit when balance was 0, the old bonus should go
its not a sticky bonus and should clear when balance hits 0
Noelia
Let me checck
Terry W
whats the score
Noelia
The account is clean now
Terry W
no its not, you have took the wrong bonus of
Noelia
please refresh the account. Close it and open it again
Terry W
i have, the origanal bonus is still there from last bonus
there should only be one bonus on my accont and thats wager £10 abit less now as had a few spins
Noelia
terry.PNG
where the yellow line is we place the bonus
or the wager
it is 0 on your account now
Terry W
room.png
?
Noelia
Now I found the bonus but that one is for the 10 gbp you received on the oth
9th
and the wager haven't been completed
Terry W
bonus should go once you hit 0, it should clear
ask somebody else they will tell you the same thing
Read
Noelia
No...the wager stays until it expires or until you clean the wager
Terry W
thats wrong
Delivered

THAN ALL WENT DEAD

 

[CasinoRoom]

Hello again Spintee, ok I have looked further into this. On the 9th you used this offer CHNNY9 that granted £10 fixed bonus cash, this bonus had something special, it’s part of some tests that we are making for our new bonus system in which the bonus+cash can be used on all slots. We implemented play-through for this bonus which works very much the same as we all know, but this one should have been reset/forfeited when you made that new deposit to get the 20 freespins on Fantasini.

This was not the case with your account, I see the bonus in your screenshot is not showing expiration date and it should actually not be there as you had already made a new deposit. I apologize for this and I will have our techs look into this. I will ask our marketing team to stop the tests for this type of bonus until we fix what’s wrong.

 

[fun4all]

I had this bug on my account as well Spintee. A phantom bonus with wagering which vanished when the account was 0.00 but came back whenever I deposited and had no expiration date. Really really annoying!

Thankfully for me the rep here sorted it out so I am sure he will for you also - thumbs up to CasinoRoom the rep and this forum.

 

[spintee]

I had this bug on my account as well Spintee. A phantom bonus with wagering which vanished when the account was 0.00 but came back whenever I deposited and had no expiration date. Really really annoying!

Thankfully for me the rep here sorted it out so I am sure he will for you also - thumbs up to CasinoRoom the rep and this forum.

What I have been told is that when you deposit they add a touch to the bonus, This is so you do not deposit and withdraw right away, This maybe why you see abit of bonus when you deposit,

My mane problem was with the top bonus, As you could see I had 0 on the account in which case it should not of been there, The bottom bonus was fine as the deposit had a x1 wager to it due to the free spins,
But the best part was the chat actually moved that bonus wager

But as I said this is not the first time the bonus wager has not gone, But normally live help are quick of the mark,

 

[spintee]

I do love the site as I normally get decent play, Also just done a withdraw so another plus, But withdraws are not the fastest,

Here goes again, I canot find my games history? I do not think they have so I ask live help what was the last game I had played, Response was on the 12th? I said no a few minutes ago, Came back with a game I had played but certainly was not my last game,

I ask as I had played one of the series of stars (rugby / cricket) I stated this and she came back with a diffrent game nothing to do with the star games, I said no, The last game I played it was one of the stars game, (rugby / cricket etc) than I ask is there any way I can check my games history, Was taking a while so I said it does not matter,

Is it that difficult to look up your last game play? Its little bits like this that annoys and gets on your nerfs, Unless it takes a while for it to be updated on there side? But I did state a few minutes ago so surley the time stamp should of been there,

Again the site is nice, great prom's fast loading games, rarly any errors but they need to get there help in order, Along with a alot of sites,

 

[CasinoRoom]

I'd like to thank you for always coming up with valuable feedback on things we must improve. I want to make sure you know that all the stuff we discuss in the forum is brought up to management and assigned to different teams. It's my job to make sure you and other customers enjoy their experience at Casino Room and I take this seriously. I will also go through this in training sessions so that all our support staff is on the same page. I have already created a ticket for direct bonus forfeiture and today I have asked for the best way to deal with the game history. thanks again!

 

[spintee]

Great stuff, Omar personally sent me a email with my games log Was not necessary but very helpful, No wonder I was confused, When I logged on to the star games all 1 thousand of them lol (ok abit over the top there) but none of them showed as I not played them b4, such as stake wise was high etc,

This was the reason I had asked as all was showing high stakes and I knew I would not of bet that much and MG normally stay from where you left off, So after checking the logs it was not even one of the star games I played, It was bloody breakaway, But still was not the games help told me,

It is little things like games history, cancel your own bonus & other small bits which could actually save us players and the casino alot of time,

I repeat the site it self is great, Even for small deposits and that they have alot of bonus, wager is x45 but I think that is more than fair for all the bonus they have, The reps always on board and like he said with the feed back things can only get better