DrueckGlueck casino is now in the Accredited Section

[spintee]

Are you sure they are excluded and only count 0 towards wager? Did they let you keep your deposit?

Edit::: Excluded games (see clause 24): Bonus balance cannot be used in Jackpot games and/or Live Casino Games/ Live Dealer and the following Slots games, Blood Suckers™, Kings of Chicago™, Piggy Riches™, Dead or Alive™, Devil's Delight™, The Wish Master™, Champion of the Track™, Robin Hood: Shifting Riches™, Jackpot 6000, Mega Joker, Super Monopoly Money, Secret of the Stones™, 300 Shields, Irish Eyes - We reserve the right to add any game to this group of games.

I thought they was blocked or showed no money ? This is news to me

I opened an account, took the welcome bonus and started slotting.
I played my favorite slots including secret of the stones.
The lag on all slots was very bad for me.

Then while up a bit (to 90€) I checked the bonus terms (I know, my bad, check it before you play idiot ) and to my horror I saw that secret of the stones slot is an excluded slot.
Oh man what? Really? Never seen that before. But of course my bad for not reading the terms. Stupid me.
I contacted support to tell I played an excluded slot. Chat support advised me to send an email to their support to cancel bonus and winnings.
My mistake of course but I would never have expected this slot to be on the excluded list. I asked why this slot, but got the answer it is a management decision.

So there you have it, as a very experienced player - I claim to be lol- who never made this error, allways checking all terms (well not today ),I still managed to play an excluded slot and got my winnings voided.
Will triple check all terms from now on as the casino can add new slots to the excluded list in the future. Any casino can.
Maybe even starburst will be added.....now that would be the day.

Still the mistake is all on me :machinegu, just an advice to allways allways check the bonus terms....:sob:

 

[brianmon]

I opened an account, took the welcome bonus and started slotting.
I played my favorite slots including secret of the stones.
The lag on all slots was very bad for me.

Then while up a bit (to 90€) I checked the bonus terms (I know, my bad, check it before you play idiot ) and to my horror I saw that secret of the stones slot is an excluded slot.
Oh man what? Really? Never seen that before. But of course my bad for not reading the terms. Stupid me.
I contacted support to tell I played an excluded slot. Chat support advised me to send an email to their support to cancel bonus and winnings.
My mistake of course but I would never have expected this slot to be on the excluded list. I asked why this slot, but got the answer it is a management decision.

So there you have it, as a very experienced player - I claim to be lol- who never made this error, allways checking all terms (well not today ),I still managed to play an excluded slot and got my winnings voided.
Will triple check all terms from now on as the casino can add new slots to the excluded list in the future. Any casino can.
Maybe even starburst will be added.....now that would be the day.

Still the mistake is all on me :machinegu, just an advice to allways allways check the bonus terms....:sob:

Piggy Riches is another one on their list, which I've never ever seen on anyone else's excluded list

 

[gokkie]

Are you sure they are excluded and only count 0 towards wager? Did they let you keep your deposit?

I think I can keep the deposit.
And yes the slot is excluded including a few other (popular) ones:

 

[gokkie]

I thought they was blocked or showed no money ? This is news to me

The slot was not blocked and because the cs told me I had indeed played the excluded slot it must have been with bonus funds.
Strange thing is that when I open up super monopoly - also on their list- I saw my balance without the bonus funds...?!

 

[geordiecolin]

I opened an account, took the welcome bonus and started slotting.
I played my favorite slots including secret of the stones.
The lag on all slots was very bad for me.

Then while up a bit (to 90€) I checked the bonus terms (I know, my bad, check it before you play idiot ) and to my horror I saw that secret of the stones slot is an excluded slot.
Oh man what? Really? Never seen that before. But of course my bad for not reading the terms. Stupid me.
I contacted support to tell I played an excluded slot. Chat support advised me to send an email to their support to cancel bonus and winnings.
My mistake of course but I would never have expected this slot to be on the excluded list. I asked why this slot, but got the answer it is a management decision.

So there you have it, as a very experienced player - I claim to be lol- who never made this error, allways checking all terms (well not today ),I still managed to play an excluded slot and got my winnings voided.
Will triple check all terms from now on as the casino can add new slots to the excluded list in the future. Any casino can.
Maybe even starburst will be added.....now that would be the day.

Still the mistake is all on me :machinegu, just an advice to allways allways check the bonus terms....:sob:

I signed up this afternoon and was given 10 free spins on Ninja master and after play through I have £20. I am going to take the 100% bonus which comes with 25 wager free spins so if I lose on the first deposit I will still be up. No lose situation But I will check with CS to confirm that I can use my game of choice in the WR first.
Thanks for the heads up

 

[spintee]

The slot was not blocked and because the cs told me I had indeed played the excluded slot it must have been with bonus funds.
Strange thing is that when I open up super monopoly - also on their list- I saw my balance without the bonus funds...?!

Thats what I thought that they blocked / couldn't open or see your cash in excluded games, Something for players to watch out for, The terms are not the easiest things to find, & when you do they pop up in a stupid scroll down box,

Credit where is due for the group as they made changes for the better,

 

[Jono777]

With excluded games they can stop your balance showing in Netent games (where a bonus is part of the total balance) or 'tell the game' you've an active bonus and not let you spin.

Not something they can do with WMS (AFAIK) and hence rely on us reading the 'small print' same with MG (not that I think I've ever seen MG slots restricted)

SMM is so easily open to abuse and blocked from bonus play at numerous places, some have even removed altogether.

 

[gokkie]

With excluded games they can stop your balance showing in Netent games (where a bonus is part of the total balance) or 'tell the game' you've an active bonus and not let you spin.

Would have been nice in my case as secret of the stones is a netent slot. I was able to spin the slot and I am positive it showed the bonus as well.

 

[spintee]

With excluded games they can stop your balance showing in Netent games (where a bonus is part of the total balance) or 'tell the game' you've an active bonus and not let you spin.

Not something they can do with WMS (AFAIK) and hence rely on us reading the 'small print' same with MG (not that I think I've ever seen MG slots restricted)

SMM is so easily open to abuse and blocked from bonus play at numerous places, some have even removed altogether.

I have seen ladies night pop up in a few casino that are bared from bonus, I am unsure the reason as its exact clone of TS & spring break , My guess is that its in there to trick players, No other reason for it

 

[Jono777]

Would have been nice in my case as secret of the stones is a netent slot. I was able to spin the slot and I am positive it showed the bonus as well.

Indeed it would.

I was talking in general, sorry should have been clearer. Not this casino in particular, just the way they can 'block' Netent games.

I know at Casino Luck and Next, I love Egg o Matic, yet it is a restricted game, the balance will show but as soon as you click to spin you get 'there is not enough money in your account' message.

My point is that if it is so easy to implement why not put it across all casinos, stop players falling into the trap you did.

The answer of why they do it is in Spintee's post above

 

[gokkie]

Indeed it would.

I was talking in general, sorry should have been clearer. Not this casino in particular, just the way they can 'block' Netent games.

I know at Casino Luck and Next, I love Egg o Matic, yet it is a restricted game, the balance will show but as soon as you click to spin you get 'there is not enough money in your account' message.

My point is that if it is so easy to implement why not put it across all casinos, stop players falling into the trap you did. QUOTE]

This exactly.
From now on before I play a bonus with any casino site I will have to read through all the terms! Because you never know where in these terms an excluded slot has been added or maybe some other new bonus term. It really makes me wonder: Should take any bonus at all in the future? It takes a lot of the fun out of it. And another thing: how many players or what percentage of players check the entire bonus terms before playing??

 

[Jono777]

Indeed it would.

I was talking in general, sorry should have been clearer. Not this casino in particular, just the way they can 'block' Netent games.

I know at Casino Luck and Next, I love Egg o Matic, yet it is a restricted game, the balance will show but as soon as you click to spin you get 'there is not enough money in your account' message.

My point is that if it is so easy to implement why not put it across all casinos, stop players falling into the trap you did. QUOTE]

This exactly.
From now on before I play a bonus with any casino site I will have to read through all the terms! Because you never know where in these terms an excluded slot has been added or maybe some other new bonus term. It really makes me wonder: Should take any bonus at all in the future? It takes a lot of the fun out of it. And another thing: how many players or what percentage of players check the entire bonus terms before playing??

I'd hazard a guess at lots falling foul of this cross many casinos.

We only get to see these stories as we see them on these forums, imagine how many players don't use forums that get 'tricked' whether their fault or not.

Also, how many 'newbie' members do we see signing up and their first post is a complaint, again LOTS.

Mostly a case of players not reading T&C's IMO but a bet there are a lot of 'Horror Stories' we don't ever get to hear about

 

[gokkie]

The reply from cs, deposit returned/winnings voided:

Thank you for contacting Customer Support regarding your bonus wagering.
Please be advised that the game Secret of the Stones is listed in the Bonus Policy as an excluded game.
If you wish your deposit to be returned, you may request to cancel bonus and winnings and request a withdrawal, or continue to play with your own funds after cancellation of the bonus. Kindly confirm your decision.

 

[spintee]

I'd hazard a guess at lots falling foul of this cross many casinos.

We only get to see these stories as we see them on these forums, imagine how many players don't use forums that get 'tricked' whether their fault or not.

Also, how many 'newbie' members do we see signing up and their first post is a complaint, again LOTS.

Mostly a case of players not reading T&C's IMO but a bet there are a lot of 'Horror Stories' we don't ever get to hear about

Not only that but alot of casino are adding games not allowed, The only time we find out as when as you said somebody fools foul of it, As when they update terms they do not even give us a clue whats been updated, Just accept terms, What terms exactly, We have not got time to read word for word every time we log into a casino,

Adding popular games that are no way in our favour like ladies night is just a disgrace, I can completely understand with games such as MM / wish master and such, Its not that hard to implement such block, Alot of sites have done this already so there is no excuse

 

[geordiecolin]

The reply from cs, deposit returned/winnings voided:

Thank you for contacting Customer Support regarding your bonus wagering.
Please be advised that the game Secret of the Stones is listed in the Bonus Policy as an excluded game.
If you wish your deposit to be returned, you may request to cancel bonus and winnings and request a withdrawal, or continue to play with your own funds after cancellation of the bonus. Kindly confirm your decision.

I hope that things there are going ok for you now?


drueckglueck are down for "several hours" at the moment for maintenance. That's frustrating because I took the first time deposit. I'm half way through wagering from last night with £100 credit and I have a few questions to ask CS before I continue and before they all go home for the evening

 

[EGO]

yes we do have maintenance today but we expect it to finish soon
you can still contact Customer support now or anytime later as we do Support 24/7

Krystal

I hope that things there are going ok for you now?


drueckglueck are down for "several hours" at the moment for maintenance. That's frustrating because I took the first time deposit. I'm half way through wagering from last night with £100 credit and I have a few questions to ask CS before I continue and before they all go home for the evening

 

[geordiecolin]

yes we do have maintenance today but we expect it to finish soon
you can still contact Customer support now or anytime later as we do Support 24/7

Krystal

Thanks for your swift reply Krystal. Just a suggestion but there was no link to support on the maintenance announcement page and no way of navigating to it.

As your active here. I played the welcome free spins and after playing through wagering I had £23 winnings. Why am I now unable to access that £23 winnings as it seems linked to the deposit and its bonus? I was told on the phone yesterday that it would be available to withdraw as soon as I made my first deposit

Cheers.

 

[EGO]

thanks for the suggestion about linking to Support in the maintenance message , i will pass it on
you can email support now on support@drueckglueck.com

and perhaps you can ask them about the question on withdrawing the winnings as i can't access your account right now

Thanks for your swift reply Krystal. Just a suggestion but there was no link to support on the maintenance announcement page and no way of navigating to it.

As your active here. I played the welcome free spins and after playing through wagering I had £23 winnings. Why am I now unable to access that £23 winnings as it seems linked to the deposit and its bonus? I was told on the phone yesterday that it would be available to withdraw as soon as I made my first deposit

Cheers.

 

[gokkie]

I hope that things there are going ok for you now?


drueckglueck are down for "several hours" at the moment for maintenance. That's frustrating because I took the first time deposit. I'm half way through wagering from last night with £100 credit and I have a few questions to ask CS before I continue and before they all go home for the evening

I haven't heard from them yet, so don't know. Also as they are still down today I cannot check my balance.

 

[gokkie]

I am very happy how drueckglueck decided to handle it as I received an e-mail just now:

Dear X,
Thank you for your email.
My name is ...., a Customer Care Manager here at DrueckGlueck.
Please note that your request was already escalated.
We will make an exception by not considering the bets placed on the excluded game.
I am looking forward to your reply with regards to the new circumstances.
Should you have any questions, please contact me.
Kind Regards,
.....


So kudos to them!

 

[Jono777]

^^ Now THAT is more like the sort of posts I like to read, nice one to you and to the casino

 

[gokkie]

Some more info about the casino, good to know for anyone who is planning to play here:

I lost the 90€, made another deposit and won 250€
Cleared wagering and made a withdrawal for 250€ and sent in the needed docs (utility bill and ID)
Very curious about how long it will take before the docs and the withdrawl are approved. I will update here about that.

Another good thing to know is that there is a max cashout of 100€ on the free spins that come with the first 3 deposit bonuses.
As these free spins come with deposits I thought there would not be a max cashout, but CS confirmed me there is a max cashout of 100€ on these spins.
I won 65€ on these free spins (I made 3 deposits, that gives you 175 free spins at min bet).
Will cashout this as well as all winnings above 100€ will be voided.

Very friendly and helpfull cs bye the way

 

[geordiecolin]

I am very happy how drueckglueck decided to handle it as I received an e-mail just now:

Dear X,
Thank you for your email.
My name is ...., a Customer Care Manager here at DrueckGlueck.
Please note that your request was already escalated.
We will make an exception by not considering the bets placed on the excluded game.
I am looking forward to your reply with regards to the new circumstances.
Should you have any questions, please contact me.
Kind Regards,
.....


So kudos to them!

I am pleased that they sorted your issue as an exception. I hope that your wagering resulted favourably?

After receiving confused and none committal answers from SC when seeking clarification on my played through free welcome bonus status I had no real option but to play through the rest of the requirements of my deposit bonus which was near half way through wagering and stood at £100.
That £100 went down to the £23 that I was assured by phone and by CS was cashable as soon as I made my first deposit. I then attempted to withdraw that played through £23 but it was subject to the play through of the deposit and bonus.
I played through that last £23 and the result,incidentally, was that the whole £100 was played out at 40p per spin without hitting one bonus round and the RTP was shockingly low.
Don't get me wrong,I enjoyed the play time and I only lost £20 but this is not the issue here. I am coming to side with Casinomeister in his conclusion that bonuses are too stacked in favour of the house. That is putting it very mildly. Deal chasers must be very lucrative for casinos because so many just deposit once or twice then simply move on and except their loss.
I'm off to Rizk or Videoslots to deposit now where I know I am safe.

 

[spintee]

I do not think there is a max cash out with the free spins but a max win, the win is limited to 100 but than you are free to win what you can, If there was a limit on withdraw that takes a deposit I doubt any casino from the group would be accredited as thats just robbery,

Some more info about the casino, good to know for anyone who is planning to play here:

I lost the 90€, made another deposit and won 250€
Cleared wagering and made a withdrawal for 250€ and sent in the needed docs (utility bill and ID)
Very curious about how long it will take before the docs and the withdrawl are approved. I will update here about that.

Another good thing to know is that there is a max cashout of 100€ on the free spins that come with the first 3 deposit bonuses.
As these free spins come with deposits I thought there would not be a max cashout, but CS confirmed me there is a max cashout of 100€ on these spins.
I won 65€ on these free spins (I made 3 deposits, that gives you 175 free spins at min bet).
Will cashout this as well as all winnings above 100€ will be voided.

Very friendly and helpfull cs bye the way

 

[gokkie]

I do not think there is a max cash out with the free spins but a max win, the win is limited to 100 but than you are free to win what you can, If there was a limit on withdraw that takes a deposit I doubt any casino from the group would be accredited as thats just robbery,

You are probably right about that, that makes al lot more sense.
Not sure however if I may have misunderstood the cs so won't take my chances and have withdrawn the 65€ this morning.

By the way I received the withdrawal of 250€ in my skrill account early this morning so all good there.