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Bonus Complaint Conflicting T&C

Discussion in 'Casino Complaints - Bonus Issues' started by poisonfish, Oct 11, 2013.

    Oct 11, 2013
  1. poisonfish

    poisonfish Full Member

    Occupation:
    operating theatre technician
    Location:
    australia
    Hello All,
    A quick intro about my complaint firstly.
    I made a deposit of $50 and received a bonus amount of $50 a few weeks ago at JackpotCity Casino.
    I played for quite a while and my cash balance was around the $500 mark. When I went back to the lobby, it showed my cash balance as $250 and my bonus balance $250.
    Essentially, any win I had 50% went to cash and 50% to bonus. How are you able to "play through" your bonus if it keeps increasing?
    In the end I lost the lot, though this is not my complaint, It is the conflicting rules I have trouble with.

    Today I decided to have a look at the T&C and bonus related rules at JackpotCity.
    I was offered the Wicked Weekend Match Bonus in my lobby today and I clicked on the rules link Conflicting T&C: cap.jpg,Oct 11, 2013
    (see point 8 & 9 on screencap)
    It gives information for two different bonus systems so I went into Live Chat for clarification and the chat log is bellow.


    Hello, your JackpotCity.com Online Casino representative is DuaneP


    Welcome to Casino Support, DuaneP will be right with you.


    DuaneP

    Hi Darren

    --------------------------------------------------------------------------------


    DuaneP

    Thank you for contacting Casino Support and welcome to Live Help Facility. How may I assist you ?

    --------------------------------------------------------------------------------


    darren

    Hello,
    I just have a question regarding play thru reqirements for bonus funds.
    In the rules it says in (8) you have a minimum wagering requirement of x times
    before bonus funds transfer to cash balance.
    Or (9) play on the percentage tracking mode bonus system has different percentages for play thru.
    Essentially I wanted to know if I have a choice of the above two or not as I would always prefer the x times play thru.

    --------------------------------------------------------------------------------


    DuaneP

    Checking that for you now to advise

    --------------------------------------------------------------------------------


    darren

    thanks

    --------------------------------------------------------------------------------


    DuaneP

    There is no choice that , all new players are on the percentage bonus tracking mode , thanks Darren

    --------------------------------------------------------------------------------


    DuaneP

    This mean there is a 50 times play through attached but you will be able to forfeit bonus if you would want to withdraw cash balance

    --------------------------------------------------------------------------------


    darren

    I'm not new. I canceled my account for a few months and then re activated it

    --------------------------------------------------------------------------------


    DuaneP

    This was from a certain period onwards, new is a relative term ,

    --------------------------------------------------------------------------------


    DuaneP

    You are on the percentage tracking mode , this isn't something we can change .

    --------------------------------------------------------------------------------


    DuaneP

    It does have major benefits as you can withdraw cash balance while there is a bonus balance available,

    --------------------------------------------------------------------------------


    darren

    were does it say in terms and cond that this percentage play thru applies?

    --------------------------------------------------------------------------------


    darren

    in the rules it talks about both as if u have a choice

    --------------------------------------------------------------------------------


    DuaneP

    In your Casino lobby all promotions do mention how many times bonus has to be played through,

    --------------------------------------------------------------------------------


    DuaneP

    All accounts have the percentage tracking mode system to the benefit of the player

    --------------------------------------------------------------------------------


    darren

    then why is the x times play thru info still there in the rules

    --------------------------------------------------------------------------------


    darren

    point (8)

    --------------------------------------------------------------------------------


    DuaneP

    Following up now Darren

    --------------------------------------------------------------------------------


    darren

    I'm not trying to be a pain, I just don't get why I don't get a choice if both ways are listed in the rules.

    --------------------------------------------------------------------------------


    darren

    This is in the Wicked Weekend Match promo rules

    --------------------------------------------------------------------------------


    DuaneP

    I am checking current rules on the site as these are the rules which apply

    --------------------------------------------------------------------------------


    DuaneP

    If you go to the correct JackpotCity Online site for Australia :You must register/login in order to see the link.

    --------------------------------------------------------------------------------


    DuaneP

    Go to 5.7.1

    --------------------------------------------------------------------------------


    darren

    50 times play thru???

    --------------------------------------------------------------------------------


    DuaneP

    This will explain the rule for minimum wagering which applies in terms and conditions

    --------------------------------------------------------------------------------


    darren

    so that's not the percentage play thru where your bonus balance increases

    --------------------------------------------------------------------------------


    DuaneP

    Yes, 50 times play through , you need to wager or bet the bonus amount 50 times to be transferred to cash

    --------------------------------------------------------------------------------


    DuaneP

    Your bonus balance does increase if you win for example, according to the percentage split between bonus and cash

    --------------------------------------------------------------------------------


    darren

    I don't want that.

    --------------------------------------------------------------------------------


    darren

    but I have no choice you are saying

    --------------------------------------------------------------------------------


    DuaneP

    If you wouldn't want bonus then don't opt in for the offers , then you will be playing with cash

    --------------------------------------------------------------------------------


    darren

    I get that, every other casino has a simple play thru req, not a split system.

    --------------------------------------------------------------------------------


    DuaneP

    There is a simple play through on the bonus granted ,

    --------------------------------------------------------------------------------


    DuaneP

    The split comes into play when you are betting and winning,

    --------------------------------------------------------------------------------


    DuaneP

    This is only if you take up the bonus

    --------------------------------------------------------------------------------


    darren

    Doesn't matter Duane, Thanks for your time

    --------------------------------------------------------------------------------


    darren

    bye

    --------------------------------------------------------------------------------


    DuaneP

    My pleasure, have a great day Darren

    --------------------------------------------------------------------------------


    Start typing here... Send
    DuaneP: 8:08:54 AM

    You: 5:11:28 PM
    Leave Chat
    Secure

    Duane pointed me to You must register/login in order to see the link. point 5.7.1 which says

    5.7.1 Bonus amounts are subject to a minimum wagering requirement of up to 50 times (“Play- Through Requirement”) before it can be transferred from your Bonus Balance to your Cash Balance. The Play- Through Requirement imposed will vary at our sole discretion per game, promotion and/or region to region. For example, if you deposit 100 and receive a 100 credit bonus, the Play Through Requirement will be 50 x 100 = 5000. Any winnings attributed to the Cash portion of your balance can be withdrawn at any time, subject to meeting all of these terms and conditions. In order to meet the wagering requirements, please see the contributing percentages below.

    Is it just me or are these conflicting Rules?
    All I want if I receive a bonus is a x times play through.

    P.S. My virgin post to this excellent site.:)
     
  2. Oct 11, 2013
  3. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    The rep did a poor job of explaining things to you.

    You deposited $50, so you wagering required is 50x$50, or $2500. Wagering is weighted if you play games other than slots.

    So if you win, 1/2 goes to cash and half to the bonus balance.

    While the bonus balance does increase.... the amount of wagering is based on the original bonus. You can withdraw the cash portion at any time.

    Once you complete ALL the wagering, the entire bonus amount will become cash.
     
  4. Oct 11, 2013
  5. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    This is an odd system that so far only they use. They have made it overly complicated by running it in tandem with the earlier system, with no way for players to know which of the two sets of terms applies to them. However, if "all players" are now on the new system, why confuse everybody by leaving the legacy references to something that no longer exists in the terms?

    I have experienced the system right to the end, and whilst the 50x WR is being worked through, the bonus balance rises and falls to retain the original split in percentage terms, and when WR is complete, the whole lot suddenly converts to cash and can be withdrawn.

    Before WR has been completed, you can withdraw early, but you have to ditch a portion of your winnings along with a portion of your bonus balance as a penalty.

    However, they have some far nastier terms that players have been caught out by. A new player can have all winnings above a certain amount confiscated purely because they are a new player and have won soon after joining. It's a term that says you can only win a certain multiple of your lifetime deposits at the casino, so if you happen to hit big soon after joining, you could lose "thousands" under this term, as one player did here earlier.

    The other nasty is the 10 day pending period that some players have been reporting, and I have experienced on 5 consecutive withdrawals before I just uninstalled the lot of their casinos.

    The 50x WR is also rather high by the usual standards, with 30x being the expected norm for MGS.
     
    1 person likes this.
  6. Oct 11, 2013
  7. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Both the above posters are correct. You could have w/d $250 in cash and forfeited the bonus balance of 250 at the time you mention. Yes, suddenly at 5000 wagering being met the whole lot would go cash. Not the only MG to operate this system, and 50x is quite high.
     
  8. Oct 11, 2013
  9. mrmark21

    mrmark21 Meister Member

    Occupation:
    Telecommunications Consultant
    Location:
    australia
    Those are some nasty terms. I think I'll stick to 32 Red ;)
     
    1 person likes this.
  10. Oct 11, 2013
  11. skiny

    skiny Banned User - violation of <a href="http://www.cas

    Occupation:
    Doing everyone else's job.
    Location:
    Canada
    My advice, find out what the terms and conditions are before you start and if you see anything that says 50x - giggle and say "no thanks."
     
    1 person likes this.

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