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Bonus Complaint City Club Casino

Discussion in 'Casino Complaints - Bonus Issues' started by moneymike32, Jun 18, 2008.

    Jun 18, 2008
  1. moneymike32

    moneymike32 Dormant account

    Occupation:
    SQA
    Location:
    Canada
    Hi,

    I have recently made a deposit to City Club Casino to get the welcome bonus. It was the card games bonus. I met the Wager Requirements and was left with my deposit + bonus + 56$ profit. Before I asked to get a withdrawal. I tried other games in the Casino like Slots etc... Then I requested a withdrawl. The Casino revoqued my bonus saying I had played non card games with a bonus that had to be played on card games alone. I had already met the WR for the bonus so at the time I played those slot games, the bonus was already turned over so I should have been able to play any game. They never wanted to understand and just removed all the bonus and money I made with it too. I think this is just bogus.

    M
     
  2. Jun 18, 2008
  3. lauram

    lauram Dormant account

    Occupation:
    self employed
    Location:
    toronto
    Im not sure how that works. Hang in there one of the guys will read this and hel you out im sure. Lets hope this works out ok for you.
     
  4. Jun 18, 2008
  5. zuga

    zuga Dormant account webmeister

    Occupation:
    Webmaster
    Location:
    Belgrade, Serbia

    the same thing happened to me. I deposited $200, got $100 card games bonus. I played BJ from $1 a hand to $20. So i was fast to meet the WR. I played $500 to $600 above WR. Finally i decided to play some slots and i blew $5 or so and then requested a cashout. My winnings were denied with the same excuse that i played excluded games. I also explained that i played slots only after playtrough was met.So they replied they need screenshots of my playhistory, which i provided, and by doing so i proved my point. Long story short , ive exchanged around 7 emails with customer support, and all they kept saying(like a broken record) was sorry u played excluded games..FFS
    So i finally gave up since i was denied only $30...got smarter things to do...
     
    1 person likes this.
  6. Jun 19, 2008
  7. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    GamingPromo is the representative for City Club, but they haven't been around in a couple months now. I'll send them a heads-up on this, we'll see if that generates some action.
     
  8. Jun 19, 2008
  9. Westland Bowl

    Westland Bowl Tin Foil Hat Club Member CAG PABnonaccred

    Occupation:
    not applicable
    Location:
    America
  10. Jun 19, 2008
  11. Jufo

    Jufo Three-toed sloth

    Occupation:
    Teacher
    Location:
    Finland
    This is exactly why I always contact customer support after meeting eagering requirements and ask them if I am allowed to play all games now. I always take a screenshot of the conversation and store it in my records. You can never be too careful with these crooks.
     
  12. Jun 19, 2008
  13. LaHutti

    LaHutti Sr. ÜberUnter Ass. Man. webby PABnonaccred PABaccred

    Occupation:
    .
    Location:
    East and West
    Always, always ALWAYS get in writing, that you cleared WR, and are allowed to play all games, BEFORE you do it, if your bonus has game restrictions, or some places will pull your leg, wether you're right or not.
     
  14. Jun 19, 2008
  15. GamingPromo

    GamingPromo Affiliate Program Director

    Occupation:
    Affiliate Program Director
    Location:
    Israel
    Hi all,

    Its been a while but i hope my up an coming explanation will be satisfying enough but lets make this short and to the point.

    We are not denying the incident spoken about in this thread......We do cut winnings when a player does not fulfill the chosen bonuses Terms & Conditions.

    "....Bonus and winnings will be void and the initial first deposit will be returned to players if they take part in games which are not included in the game type package. You will not be permitted to withdraw your winnings if you choose to play a game which is not included in the chosen game package using your first deposit/first deposit bonus/winnings/comps/ in any case....".

    That quote was taken out of the first deposit Terms & Conditions which can be found at:
    You must register/login in order to see the link.

    If any of you feel that these terms are not clear enough we will be more then willing to hear suggestions as to how we can improve them.

    What we do strongly recommend is to adopt Jufo and LaHutti suggestions and always ask support for guidance if you are not sure about certain restrictions.

    Thanks,
    GamingPromo
     
  16. Jun 19, 2008
  17. zuga

    zuga Dormant account webmeister

    Occupation:
    Webmaster
    Location:
    Belgrade, Serbia
    Thats not the issue here.Non allowed games were played ONLY after meeting the wagering requirements.There is nothing in your terms that says we cant play "game which is not included in the chosen game package" after completing the playthrough.
     
  18. Jun 19, 2008
  19. GamingPromo

    GamingPromo Affiliate Program Director

    Occupation:
    Affiliate Program Director
    Location:
    Israel
    Just as a matter of interest which money did you use to play the non allowed games?
    Was it your first deposit/first deposit bonus/winnings/comps?
     
  20. Jun 19, 2008
  21. Nicole50

    Nicole50 Dormant account

    Occupation:
    customers support
    Location:
    Netherland
    Simply pay the player

    After meeting the wagering requirements in the allowed games, the money is player money except in case when making withdrawal, then the bonus amount will be taken by the casino. That's the rules in any playtech casino.after meeting the wagering requirements. the player is free to play any game.

    In this issue, simply the casino have to pay the player .Why make it difficult for him or here.
     
  22. Jun 19, 2008
  23. zuga

    zuga Dormant account webmeister

    Occupation:
    Webmaster
    Location:
    Belgrade, Serbia
    I only played Slots( non allowed game,coz i used card game bonus) AFTER i completed wagering requirements. By that time any bonus left was actually my winnings.
     
  24. Jun 19, 2008
  25. Roar

    Roar Dormant account

    Occupation:
    SE
    Location:
    Philippines
    The T+Cs of the bonus requirements are completely fulfilled once the total of the player's wagers meet the minimum wagering requirements on stipulated games.

    This is from the bonus T+Cs (emphasis mine), "This bonus is given in good faith by City Club Casino in order to familiarize yourself with what we have to offer, therefore, the winnings for this bonus are set to a maximum of $1,000."

    So after playing card games and fulfilling the subject bonus T+Cs the player, proceeding in the good faith mentioned above, splashes a few dollars on Slots in order to familarize himself with the suite of games on offer at City Club Casino.

    The player could have immediately cashed out after completing the WRs and then re-deposited and played the exact same Slots for the exact same wagered amount and you wouldn't have said "boo". The only difference being the expense incurred by the City Club Casino in deposit/withdrawal fees.

    The players saved you the deposit/withdrawal fees. And he has been rewarded accordingly.

    Congratulations.

    >
     
    2 people like this.
  26. Jun 19, 2008
  27. zebedy

    zebedy No!!!! Im Spartacus MM webmeister

    Occupation:
    brain stergeon
    Location:
    Up a Tree
    i thought when a player has met the W/R on the specified games he was free to play any games,


    chosen game package???, this just seems like another one of those stupid rules to confuse the player and deny them there winnings
     
  28. Jun 19, 2008
  29. GamingPromo

    GamingPromo Affiliate Program Director

    Occupation:
    Affiliate Program Director
    Location:
    Israel
    That is a very interesting quote. May I ask where you got your vast knowledge of the Playtech network?

    If you will read carefully the Terms & Conditions you will notice that all the welcome bonuses in City Club Casino are fully redeemable(you can cash out the bonus), yes even the 400% up to $400 (sorry couldn't help myself from advertising this amazing bonus).

    This is something that MOST Playtech casinos do not offer and is also the reason why our terms are different. Therefore even after the wagering has been met we do not allow other games to be played as the bonus money given to the player for certain games now becomes cash. The Player is bound to the terms and conditions until he has cashed out the winnings or lost all his money+bonus+comp and the balance is on ZERO (cancellation of a withdrawal will keep the player bound to the terms).

    If the player Is interested in playing other games we have other welcome bonuses for these packages but with different restrictions and of course a different bonus.

    Greedy players prefer to pick the 400% bonus for slots and still play other games instead of picking the all games package which is only a 20% bonus. The purpose of the First deposit bonus is to get familiar with the casino and the games a player likes. We have no problem giving out big welcome bonuses and paying big winnings as long as players stick to the terms. Its actually a pity that people never advertise winners here and always the the opposite.

    Gaming Promo
     
  30. Jun 19, 2008
  31. zuga

    zuga Dormant account webmeister

    Occupation:
    Webmaster
    Location:
    Belgrade, Serbia
    Can you give me the link with those specific terms please, coz im not able to find it on your website..
     
  32. Jun 19, 2008
  33. GamingPromo

    GamingPromo Affiliate Program Director

    Occupation:
    Affiliate Program Director
    Location:
    Israel
    By saying that you can not play non-allowed games with the first deposit/first deposit winnings and so on we are covering all bases and it leaves you nothing to play with.

    As mentioned before we would like nothing more then for you to come up with a version of terms and conditions which you think are understandable and more clear but not necessarily acceptable to all players.

    In our experience such a document does not exist as there will always be players who are not educated enough to follow the terms & conditions and therefore will have a bad experience with one casino or another. And there only solution is to find forums (such as this very good one) to slander the casinos name.

    So to All you loyal Casino Meister Users We at City Club Casino challenge you to come up with a new terms & conditions which is understandable to all BUT will include and describe all of our expectations and restrictions from the player while choosing anyone of the welcome bonuses. And this we will consider adding the new suggestions as a clarification for our existing terms.

    Then in the future when a player has a problem we can refer them to this forum and you can explain these clarifications.

    One last thing........It is perfectly normal that you are not have to agree with the terms and conditions but in order to play you Have to accept them.
     
  34. Jun 19, 2008
  35. zuga

    zuga Dormant account webmeister

    Occupation:
    Webmaster
    Location:
    Belgrade, Serbia
    So what you are basically saying you CAN NOT provide me the specific rule in your terms and conditions that forbids me to play non allowed games AFTER meeting WR.
     
  36. Jun 19, 2008
  37. GamingPromo

    GamingPromo Affiliate Program Director

    Occupation:
    Affiliate Program Director
    Location:
    Israel
    "...Bonus and winnings will be void and the initial first deposit will be returned to players if they take part in games which are not included in the game type package. You will not be permitted to withdraw your winnings if you choose to play a game which is not included in the chosen game package using your first deposit/first deposit bonus/winnings/comps/ in any case....".

    I feel that i am talking in circles here.

    From that clause we expect you to understand what you are failing to do. What MOST players understand correctly a minority might not.

    Our statistics show that more the 97% of players winning with the first deposit bonus fully understood the terms and conditions as is. If you expect us to be understood by 100%....Well then the challenge is still on.
     
  38. Jun 19, 2008
  39. uungy

    uungy Dormant account PABnononaccred PABnoaccred PABaccred

    A clear terms such as "You may not play any other game besides within your chosen bonus structre, until you have requested a withdrawal or your balance has dropped below 1 chip"

    I would definatly be one of the 3% who would have not taken the understanding like (and so to many here it looks like) which sounds strange that we are all 100% in that 3%!

    The statistics brought are meaningless, as majority of players play either table or slots mainly. Obviously some we all play both, however 97% is an incorrect statement, as many busted out, so would not know if the term would have effected them, and many probably just withdrew on completeion, or carried on playing the same game they have chosen.
     

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