Question Club Gold's offer issue

[gambblex]

Hi guys,


It was a while ago but I guess it might be useful to check this promo offer from Club Gold I received in March called Carnival Special.

It simply says I have to use different codes for respective deposit/bonus amounts and looks pretty straightforward.











I used a 200% code,played some, won some.Upon checking my WR progress I found there was no progress at all.

As turned out this code is only available for use on 5 selected games,which was not mentioned anywhere in the promotional email and no additional terms were introduced.




I've exchanged few emails with the Management and got a phone call with an offer to restore my balance partially and allow to finish the WR.At the end of the conversation I got a confirmation that my balance will be restored in full.

One thing was never mentioned while we spoke is that the whole balance will be issued as a BONUS.And you don't want to know the WR for it.

I PM'd Club Gold's rep but haven't got a reply.

It's actually the first time ever I have a bonus "issue".I've read what is written in the promo offer.If some bonuses in the bonus list differ from the others and have some extra conditions besides regular bonus T&C it should be mentioned separately ,even if in the finest print.



What would you say?


Thanks in advance,

Cheers!

 

[Tirilej]

I think it's strange that we havn't heard about it before. Did noone else take the offer or did everyone else lose so fast that they didn't have the time to check?

If no rules are written I say they do not exist.

What answer did they give you about not having any rules about the five games anywhere?
It's not something anyone could just guess.

You should of course have had your deposit amount restored as real cash.

 

[gambblex]

I mean they restored my full balance including money I had won. But in a form of a bonus with unrealistic WR.

 

[Tirilej]

I mean they restored my full balance including money I had won. But in a form of a bonus with unrealistic WR.

If restored mean that you had lost it all first and then complained I think it's okey.
If you still had money left I think they should have let you start over, with your deposit only or with another bonus.

What's bothering me most is that you had to find out the rules of the bonus in the way you did.

 

[Jennifer]

Any time you have a problem with this casino, write an email to Dino. That guy will go out of his way to please you.

Send them an email and include "attention dino" in the title

 

[Jasminebed]

I only started playing ClubGold last month, and the Golden5 promotion is ongoing. When you log in, your bonus offers appear in a pop-up, and it does list the games there.

I usually do check with support what the wagering is on different offers, it's not always clear.

For anyone that plays there, there has been a change to the weekend insurance. It now begins at midnight Friday/early Sat instead of midnight Thursday/early Friday. This information was volunteered by live chat, and I chose to wait on my deposit. Much preferred over me coming on Monday when my bonus is not credited to find out I had failed to check the rules weekly.

Seems like ClubGold is still trying to find a fit with their bonuses, there have been changes just in the few weeks I've been playing. Pending times have been shortened (still long at 4 days), the daily boost has had its wagering lowered, and I think the Thursday free chip is now for players that have deposited in the calendar month, at least the way mine appears leads me to believe that. It's pretty difficult for a casino to offer free chips weekly to players that don't play regularly.

 

[Jennifer]

Yup I agree. I remember when I played there I asked dino how many people got the free chips and it was over 2,000 people.

 

[gambblex]

Yes,it's the thing I forgot to mention.Not all bonus pop-ups had detailed bonus info.When I redeemed that bonus the pop-up just had a text "You just got a bonus" And that was a bit unusual and I told support about it .And right after this all happened ALL bonuses I believe have some terms in pop-ups.

But the Golden5 daily actually has totally different terms than those in the promotional email. I read T&C carefully. The email header is CarnivalSpecial,you may have in your inbox as well. How the player is supposed to know that besides different codes for different percentages there is something else.Any promo email from casinos has an asterisk somewhere with 'Terms apply" and link to specific terms and general terms also.

Actually the support team and communication there are fine.I'm sure they realized that there was an error from their side ,that's why my balance was reinstated. They might have good intentions but at some point the decision was slightly changed.