DrueckGlueck unclear bonus terms? Can i cash out?

[JohnSnow]

Hello people,

Today i made a deposit with drueckglueck and claimed a 100% match bonus. Started to play and i NEVER touched the bonus balance. Right now on my account it is shown 1270 euro real money and 100 euro bonus. Does this mean that i can cash out my real money? There is no option to forfeit the bonus. I am afraid that if i make a withdrawal they will forfeit my winnings blaiming it on the bonus not being completely wagered before cashing out.

Usually i only deposit with vegaswinner and playmillion without using any bonus. Now i decided to give drueckglueck a shot and claimed a bonus that was available in my account when logging in.

If i check my active bonus it showes that i have to wager 3000 points and right now i have wagered only 1470 after hours and hours of playing the games which contribute to the bonus wager. I am just curious if i can cash out since the real balance and bonus balance is not tied together. Most games they have show only my real money so wagering on this casino is really damn difficult. Only selected games contribute to the wager requirements.

Anyone with experience here on this casino that can clear this up for me? Reaching their customer service is really difficult, they are never on live chat!

 

[JohnSnow]

So i am told that i have to continue playing and wager the bonus while i never touched the bonus! Why is it seperated then?

 

[sapit222]

@Krystal_EGO

 

[Jackstar]

Hi John,
A few months ago I managed to cancel my bonus as I won before using bonus money I contacted live chat and asked them to remove it

 

[JohnSnow]

Hi John,
A few months ago I managed to cancel my bonus as I won before using bonus money I contacted live chat and asked them to remove it

They say that if I do this all my winnings will be removed. This is while I have never touched the bonus. I contacted live support and Olga told me this. The sad thing is Olga was once my vip manager at vegaswinner and right now they want me to lose my winnings I guess. I continued playing my total balance is now 1620 euro. 1520 euro real balance and 100 euro bonus balance.

The rep has been online but doesn't reply to my personal message. Maybe she doesn't have the time now.

 

[JohnSnow]

Please take a look at my balance where it clearly shows that the balance is seperated:

 

[sapit222]

The rep has read this thread so should get an answer soon.

 

[JohnSnow]

I already agreed to continue playing wagering the bonus since I have been told several times by Alexander and Olga that my winnings would be confiscated if I requested a cashout. The rep has already replied and been kind and she confirmed that I didn't touch my bonus balance yet. However I already agreed to continue playing since I think they will eventually use every excuse not to pay out. I have recorded my conversation with alexander (video). It was clear that my winnings would be removed so I will not risk that no matter what I'm told now since the trust is gone. Maybe a big miscommunication but Alexander and Olga both know me from vegaswinner eucasino and playmillion. I'll take their word for it if they say they will confiscate my winnings. Bonus or not.

 

[Harry_BKK]

They say that if I do this all my winnings will be removed. This is while I have never touched the bonus. I contacted live support and Olga told me this. The sad thing is Olga was once my vip manager at vegaswinner and right now they want me to lose my winnings I guess. I continued playing my total balance is now 1620 euro. 1520 euro real balance and 100 euro bonus balance.

The rep has been online but doesn't reply to my personal message. Maybe she doesn't have the time now.

AFAIK, the bonus forfeiting applies to players from the UK only as the UKGC has banned tying bonus and cash balances together.

All other countries, the normal terms are still that you have to complete wagering before cashing out.

Some casinos do the UK style everywhere, some don't.

 

[JohnSnow]

AFAIK, the bonus forfeiting applies to players from the UK only as the UKGC has banned tying bonus and cash balances together.

All other countries, the normal terms are still that you have to complete wagering before cashing out.

Some casinos do the UK style everywhere, some don't.

This would explain a lot since I am from The Netherlands. However why is the balance seperated for me also?

ALSO NOTE: I couldn't reach them on live chat yesterday night, today I have spoken to them two or three times on chat and they were available each time. However just now chat didn't work, cleared cache logged in again and chat worked.


Edit 2: currently my balance is 1700+ euro with only about 240 points left to wager so all good eventually, almost done.

 

[TamingTheBeast]

I asked them too and said its tied together so no matter what You have to wager the whole thing. Thats why when the rare times I commit to a bonus money I just intend to grind it out knowing i might blow it all

 

[Harry_BKK]

This would explain a lot since I am from The Netherlands. However why is the balance seperated for me also?

ALSO NOTE: I couldn't reach them on live chat yesterday night, today I have spoken to them two or three times on chat and they were available each time. However just now chat didn't work, cleared cache logged in again and chat worked.


Edit 2: currently my balance is 1700+ euro with only about 240 points left to wager so all good eventually, almost done.

The separate balance is probably a technical thing they have implemented networkwide to accommodate the UK.

I simply stopped playing with bonuses years ago, the hassle sometimes is just not worth it anymore.

 

[Jackstar]

Hopefully you get a cashout if you have nearly completed wagering. Good luck

 

[Mouche12]

This is where Vera&John differ to the advantage of the player. The bonus is separated from the balance and if you've won a fair amount with your deposit alone you can cash out your winnings. The bonus will then be removed by the system.

 

[Jasminebed]

On the viper client for MG it show cash and bonus separately, which as the bonus funds are converted $10 at a time I find useful in gauging how much wagering remains.
I still need to complete wagering to cash out however.

 

[JohnSnow]

Little update:

I managed to wager the bonus completely, confirmed this on live chat before requesting a withdrawal.
While i was doing that i also asked for confirmation of my account being verified since i already received email from drueckglueck that my account is verified.

This doesn't seem to be the case according to the live agent and i was asked to upload an ID and a bankstatement which i have already done. Considering i played with their other brands for years and was a VIP player together with the email confirmation about my account being verified i thought that it would be hassle free requesting a cashout but now i have to go through the whole verification process which i hope can be done as quickly as possible. I have asked @Krystal_EGO if there is anything she can do for me to speed up the process.

I'm thinking of putting a time out limit on my account for two days or 7 days (only options or else even longer which i don't want), in order for me to be sure that i stay clear from the cancel withdrawal button.

 

[Davey86]

Little update:

I managed to wager the bonus completely, confirmed this on live chat before requesting a withdrawal.
While i was doing that i also asked for confirmation of my account being verified since i already received email from drueckglueck that my account is verified.

This doesn't seem to be the case according to the live agent and i was asked to upload an ID and a bankstatement which i have already done. Considering i played with their other brands for years and was a VIP player together with the email confirmation about my account being verified i thought that it would be hassle free requesting a cashout but now i have to go through the whole verification process which i hope can be done as quickly as possible. I have asked @Krystal_EGO if there is anything she can do for me to speed up the process.

I'm thinking of putting a time out limit on my account for two days or 7 days (only options or else even longer which i don't want), in order for me to be sure that i stay clear from the cancel withdrawal button.

It’s seems every other day your running into t’s and c’s trouble

 

[JohnSnow]

It’s seems every other day your running into t’s and c’s trouble

Ehm don't compare my issue that I had with Bcasino which is listed here as a rogue outfit to the miscommunication and misinterpretation about the real balance and bonus funds seperation.

I have played for years with this group without any problems. It's only lately where I am getting more paranoid exactly because of my experiences with the likes of the outfit mentioned earlier.

I had also a case with vegaswinner for example and no not one single bonus was used, I almost never use them with this group. If you have played many years with a group without problems and all of a sudden things change, yeah alarms start to go off.
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Anyway. I just received an update that my account has been verified. Very quick I would say even though I was under the impression I was already verified.

So far no issues at all.

 

[Davey86]

Ehm don't compare my issue that I had with Bcasino which is listed here as a rogue outfit to the miscommunication and misinterpretation about the real balance and bonus funds seperation.

I have played for years with this group without any problems. It's only lately where I am getting more paranoid exactly because of my experiences with the likes of the outfit mentioned earlier.

I had also a case with vegaswinner for example and no not one single bonus was used, I almost never use them with this group. If you have played many years with a group without problems and all of a sudden things change, yeah alarms start to go off.
-------------------------------------





Anyway. I just received an update that my account has been verified. Very quick I would say even though I was under the impression I was already verified.

So far no issues at all.

I here what your saying....
But if you deposit at accredited casinos and your documents are all readily available and that casino has active reps you wouldn’t need to be paranoid just saying

 

[JohnSnow]

My withdrawal has already been processed. Perfect and fast. All of this ranting was not necessary at all.
Casinomeister thank you for this forum and being able to openly discuss matters such as this with other players.

DrueckGlueck and @Krystal_EGO

Thank you for the fast verification and withdrawal process!