- Joined
- Aug 16, 2013
- Location
- 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
and here
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
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
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.
From the Blog: Coral Casino Withdrawal Time
Also: Don't miss our official review of Coral Casino!
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
You do not have permission to view link
Log in or register now.
and here
You do not have permission to view link
Log in or register now.
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
You do not have permission to view link
Log in or register now.
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
You do not have permission to view link
Log in or register now.
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.
From the Blog: Coral Casino Withdrawal Time
Also: Don't miss our official review of Coral Casino!
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