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Bonus Complaint Club World max withdrawal not stated

Discussion in 'Casino Complaints - Bonus Issues' started by DemonUK, May 4, 2011.

    May 4, 2011
  1. DemonUK

    DemonUK Senior Member PABnoaccred

    Warrington, UK
    Got letter offering a royal wedding bonus of 100GBP with deposit of 10 or more. T&C did NOT show the term max withdrawal 5 x D+B, nor did the 'coupon details' in the lobby. Having received 600 out of actual 2441 i spoke to support. They stated this 5x term but also admitted this was not in the t&c on the letter. Their general t&c state that all deposit bonuses have no max cashout.

    Didn't expect invisible t&c from an accredited casino.

    Advice needed please
  2. May 4, 2011
  3. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    in the absence of specific ts and cs which must be relayed to the player general ts and cs should prevail. i see no option for cw to insist on the $600 payout. let this serve as a lesson to them for being so careless.
  4. May 4, 2011
  5. Nifty29

    Nifty29 Dormant account

    Turn right, then right. then right again
    If the casino made an error by omitting the max cashout term, then that's bad luck for them. Take it out on the marketing guys, not the player.

    The term doesn't appear in the email OR the general terms, so it is a clear cut case of "pay the player".
  6. May 4, 2011
  7. Nate

    Nate Ueber Meister CAG webmeister

    I have to agree... Lets see what ClubWorld have to say?

  8. May 4, 2011
  9. DemonUK

    DemonUK Senior Member PABnoaccred

    Warrington, UK
    They say that at base of letter was this

    t&c apply, please contact customer services for more information.

    Acceptable? Why didnt the lobby 'coupon details' have the info. Why didn't balance adjust when i reached WR as all coupons with max withdrawal usually do.

    Have they covered themselves? Anyone else won more than 5 times on this coupon?
  10. May 4, 2011
  11. Lucky Loser

    Lucky Loser Senior Member

    Professional paper pusher.
    Near Cronulla Beach
    CWC's stance is simply not acceptable.

    I sometimes get the offer of a 100 bonus, with a minimum deposit of $20.

    While I have never won when taking this bonus I had no idea a maximum cashout ruled applied.
  12. May 4, 2011
  13. vinylweatherman

    vinylweatherman You type well loads CAG MM

    STILL At Leisure
    United Kingdom
    We have them on record stating that a max cashout ONLY applies on free chips, and is stated in the terms. They have NEVER had max cashouts on DEPOSIT bonuses, and so this would have to be a first.

    If the terms were not stated anywhere, then what IS stated is that in the absence of any specific restriction, the general terms shall apply.

    It is no good saying that this term was ONLY available to players who contacted CS directly, and asked specifically whether there were additional terms that varied from those stated on the website. Most players consider it sufficient to check the terms as published on the website, or within the offer itself, so this was THEIR mistake for thinking up this unusual variation, and then forgetting to publish it. The bonus itself isn't even cashable.

    Since Club World is accretited, the course of action is as follows.

    1) Send PM to rep outlining the grievance.
    2) Wait for reply (a reasonable amount of time, allowing for weekends and holidays).
    3) If not satisfied, proceed to PAB.

    In the meantime:-

    1) Don't post about this any further.
    2) Don't make further deposits, or make further play, on the account until the issue has been resolved.
    3) Make sure you are not a student:D

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