Bonus Complaint Coral have taken my bonus away

redsfan

Experienced Member
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Aug 16, 2013
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bishop auckland
What a great site. I found it by googling Coral complaint and have spent most of the morning looking around. Brilliant place.

However, I do have a complaint about Coral Casino and would appreciate peoples views.

I opened my account and had some bets on horses. I had a balance of £413 and I and I had a football bet. Following the bet, my balance was in my account was £30. I then, with the £30 left in my account, claimed their £10 gets £50 bonus.There was also a pop up appeared that said I had received a £10 free bonus.

So at this time, I had £90 to play with in the casino and a £380 bet on the football.

I played on the casino and got the balance up to £324 so stopped playing and watched the end of the match online. The football bet won and so I decided to withdraw £370.66 (Yes, less than the original bet) from my account. In the top left corner of my account it said CASH BALANCE £410.66 and Casino Playable balance £714.66 (The cash balance may be slightly off however, it was without doubt over £400)

I withdrew the funds as I said then saw my balance become £110. Coral had taken £234 from my account. No warning, no pop up, just took the whole balance.

I emailed them the following
I don't really know how to explain this so I will do it in bullet point for ease. At 6:15pm, my balance in my account was £463 I placed a bet on the football of £383.00 to leave my balance at £80 I then allocated £10 for your £50 free bonus and also received £10 when I logged into the casino. I played on the casino and got the balance to £324. I stopped playing Then my football bet was settled with a return of £390.66 and I withdrew £370.66 As you can easily see, the money I withdrew came from my football winnings. I never touched any of the casino money (Returned £390.66, withdrew £370.66) In the top left hand corner of the home page it said "Cash Balance" was £***.** (It was approx £420 but I cannot remember exactly but it was more than my withdrawal of £370.66) and casino available was £714.66 The terms of the promo are clear. It says at point 9 Withdrawing any funds out of the Casino Linked Cash section of your account before completing all of the required wagering will result in your bonus funds and winnings being removed. I haven't touched any money that was in my casino account. The withdrawal came solely from my returns from my football bet. Could you therefore please re-credit my account with the £234 that was removed from my account. Regards Sorry how its pasted

I received the following reply

Thank you for your message.

Unfortunately, any withdrawals made from your account will result in the removal of any bonus pending winnings closing the bonus down if the wagering requirements haven't been met. This is documented in the terms and conditions section 9.

Kind regards


Now the terms and conditions of the promotion are here

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and here

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Both offers have the same pertinent term in there.

Withdrawing any funds out of the Casino Linked Cash section of your account before completing all of the required wagering will result in your bonus funds and winnings being removed.

This is term 9 and the important part, for me, is the Casino Linked Cash section. Ill have played 2 other UK playtech casinos; Betfair and Bet365. Both of these require you to transfer funds it to a separate account to allow you to play at the casino. Coral don't. The term Casino Linked Cash Account IMO refers to money that you have tied up to play the bonus.

Now like I said earlier, I had had a bet on the football for £383. This was before I played in the casino. I played in the casino and withdrew less than I staked so how can this be classed as being in the "Casino Linked Cash Section" when it didnt exist when I started playing?

I replied back

Sorry but have you read the term
It says

Withdrawing any funds out of the Casino Linked Cash section of your account before completing all of the required wagering will result in your bonus funds and winnings being removed.


I would ask you to look at this again or at the least, raise it to management. It is quite clear in the terms that this is allowed from your cash balance but NOT YOUR CASINO BALANCE


To which I received what can only be described as mumbo jumbo

Thank you for your message.

You are correct with the information you have highlighted, however the Terms & Conditions for our Coral Casino £10 No Deposit Bonus state this information on Paragraph 9 - this can be confirmed from the promotional splash web page
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The term "Casino Linked Cash" refers to funds which have been committed towards a specific Casino bonus, in this case funds are committed by "buying in" to the Casino bonus where upon you are asked by our system to confirm the funds you wish to commit. When no case of "buying in" has taken place, the bonus active on your account is vulnerable to any withdrawal you make regardless of which Coral service you are withdrawing from eg. sportsbook. The situation your account has experienced is just that; you have requested a withdrawal whilst a Coral Casino bonus was active on your account. The company's General Term's & Conditions encompass this scenario beyond the scope of the promotion's individual Terms & Conditions and I have to reiterate Coral Interactive will not be refunding nor reimbursing you for any pending winnings or bonus funds from the Coral Casino £10 No Deposit Bonus.


He even admits that you have to COMMIT funds to the bonus of which I committed £10. I had stopped playing at the casino so when my winnings from my football bet arrived and I withdrew, none of them had been used in the casino.

He then refers me to the companies General Terms and Conditions as he claims that they encompass such a scenario. The terms are here
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and when I searched the word link(ed) there was only 7 mentions on none of them were to do with the casino.

In my opinion and reading the terms carefully, the money I withdrew was from my football bet and as such, had no reflection on my casino bonus. If I had lost the football bet, I would have had the casino money. The money from the bet was not in the Casino Linked Cash" section of the account. If Coral ran a separate wallet system like most UK facing Playtechs, I would have Committed £10 for the £50 bonus and then the £10 would have credited. The winnings from the football bet would have been in the sports book section of my account for me to withdraw.


Sorry it goes on and on a bit but I hope I covered all the points. Advise please.
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
What a great site. I found it by googling Coral complaint and have spent most ....

It's too "all over the place" for me to want to spend half an hour getting my head around it. It does appear that you took multiple bonuses whilst you had pending bets...never a good idea in any situation....and they took the bonus and bonus winnings from your account because you didn't meet WR yet. HOWEVER....they have left the rest of your money there, right? So you STILL have your football winnings, right? So you did NOT actually LOSE your football winnings at all....they are still in your account...only the bonus and attached winnings have been forfeited.

Next step..contact rep here (click on their username and select "send private message"):

https://www.casinomeister.com/forums/members/

Allow 48 BUSINESS hours (i.e. do NOT include weekends) for a response. If you are not happy after that, then you can submit a free complaint here:

Link Outdated / Removed

Good luck...although I think they are right in this case.
 
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skiny

Banned User - violation of <a href="http://www.cas
Joined
Oct 30, 2008
Location
Canada
Yeah, I'm kind of confused. It sounded to me like you made a withdrawal while you still had not met the WR on your bonus.

Is this what I was supposed to take from all of that?
 

chuchu59

gambling addict
PABnonaccred
CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
This seems similar to another complaint a couple of months ago on another casino. I would have hoped the OP summarized his post as I just cant go through everything. In a nutshell, it seems the casino has voided his winnings because he attempted to withdraw before meeting full wagering requirements. There are some who think differently but I do not think winnings can be confiscated just because there was an attempt to withdraw. The balance ought to have been reversed and the player should be allowed to play out the remaining wagering requirements. The football and horse bets seem to have complicated the matter though.

So I am sorry if I have misunderstood the complaint but if winnings were removed on a mere technicality everything should be reinstated IMO.
 

dougbet1

Full Member
PABnononaccred
Joined
Oct 14, 2010
Location
UK
The player did make a withdrawal while still having a wagering requirement to meet. With Coral there is a single wallet for sports/games/casino etc... When you take a bonus you have to commit funds against that bonus in this case the player committed £30 with a £50 + £10 bonus giving £90. This should of removed the £30 from their cash balance and put it in their casino playable balance.

The image below gives a good example of the set-up. Winnings from sports bets should be returned to the cash balance leaving them free to withdraw as per the comment "Playable on ALL products and withdrawable'.

The player has also explained that term 9 details withdrawals against linked funds. I would hope that if you have funds in cash balance and casino linked balance and make a withdrawal the funds would come from the cash balance first leaving any linked funds intact.

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redsfan

Experienced Member
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Aug 16, 2013
Location
bishop auckland
Sorry I tried to include as much as I could and I have spoilt my post.

Nifty you are correct, I havent lost anything however, they have taken from me my winnings in the casino.

The software showed my cash balance as £420 and when I with drew it, as it said it was cash, they took my bonus and my winnings. The relevant term is

Withdrawing any funds out of the Casino Linked Cash section of your account before completing all of the required wagering will result in your bonus funds and winnings being removed.


So I withdrew my football stake, yet they took my winnings and my bonus. The terms say I am allowed to withdraw, but not from the casino. I didnt, I just withdrew my football bet stake.

Hope thats a little better.
 

redsfan

Experienced Member
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Joined
Aug 16, 2013
Location
bishop auckland
The player did make a withdrawal while still having a wagering requirement to meet. With Coral there is a single wallet for sports/games/casino etc... When you take a bonus you have to commit funds against that bonus in this case the player committed £30 with a £50 + £10 bonus giving £90. This should of removed the £30 from their cash balance and put it in their casino playable balance.

The image below gives a good example of the set-up. Winnings from sports bets should be returned to the cash balance leaving them free to withdraw as per the comment "Playable on ALL products and withdrawable'.

The player has also explained that term 9 details withdrawals against linked funds. I would hope that if you have funds in cash balance and casino linked balance and make a withdrawal the funds would come from the cash balance first leaving any linked funds intact.

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THANK YOU
Thats EXACTLY what I was trying to say and you did it so eloquently :thumbsup::thumbsup:
 

redsfan

Experienced Member
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Joined
Aug 16, 2013
Location
bishop auckland
This seems similar to another complaint a couple of months ago on another casino. I would have hoped the OP summarized his post as I just cant go through everything. In a nutshell, it seems the casino has voided his winnings because he attempted to withdraw before meeting full wagering requirements. There are some who think differently but I do not think winnings can be confiscated just because there was an attempt to withdraw. The balance ought to have been reversed and the player should be allowed to play out the remaining wagering requirements. The football and horse bets seem to have complicated the matter though.

So I am sorry if I have misunderstood the complaint but if winnings were removed on a mere technicality everything should be reinstated IMO.

Chuchu

Cash balance was £420. This was my winnings from my football bet, and not my casino. My full balance was £700+(ish) This incorporated the money in the casino. No money was taken from the casino, just my Football bet stake
 

redsfan

Experienced Member
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Joined
Aug 16, 2013
Location
bishop auckland
Yeah, I'm kind of confused. It sounded to me like you made a withdrawal while you still had not met the WR on your bonus.

Is this what I was supposed to take from all of that?

I did but the terms say you can as long as it doesnt impinge on the casino money, which mine didnt. It was my stake from my football bet
 

chuchu59

gambling addict
PABnonaccred
CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
Chuchu

Cash balance was £420. This was my winnings from my football bet, and not my casino. My full balance was £700+(ish) This incorporated the money in the casino. No money was taken from the casino, just my Football bet stake

I am not sure about the terms. Correct me if I am wrong but surely winnings from your football bet were not derived from your bonus. If you had won from this bet with your own cash they cannot hold the winnings ransom to the wagering requirements.
 

redsfan

Experienced Member
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Joined
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Location
bishop auckland
Thats what I thought.

365, Betfair and Betfred all segregate your money into different wallets. Your main wallet being the sports book then you transfer as and when you want. If I had tried to withdraw the full £700 then yes, I am in breach and deserve the forfeit but I only withdrew what I staked on the football bet.
 

skiny

Banned User - violation of <a href="http://www.cas
Joined
Oct 30, 2008
Location
Canada
Yeh, saw that in the bottom of the post from Nifty so will see what they come back with

Realistically, there's nothing any of us can say until you get some kind of explanation from them.

We can chat about it all day long but the rep is the one that needs to sort it out.

If that fails you can PAB.

So.... How's the weather in Auckland?
 

redsfan

Experienced Member
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Joined
Aug 16, 2013
Location
bishop auckland
How long do I have to wait for the rep?

He did reply quickly and I replied but he hasnt logged on for 6 days now. I would presume an email is sent when a PM is received?
 

chuchu59

gambling addict
PABnonaccred
CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
How long do I have to wait for the rep?

He did reply quickly and I replied but he hasnt logged on for 6 days now. I would presume an email is sent when a PM is received?

You might have to wait a bit longer as today is Sunday and we cant expect them to be working.

I believe Tuesday is a more realistic date for a more substantive reply. The rep could also have been waiting for detailed info.
 
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