Check out this chat transcript. There's no way in hell I've only wagered $47.50. Am I missing something here? Is it me or the chat rep who is way off the mark?
Welcome to Casino Support, Shane will be right with you.
Shane
Thank you for contacting Casino Support and welcome to Live Help Facility. How may I assist you today?
(Australia) Paul Taylor
Hi, I got a $75 no deposit bonus. During play the "bonus amount" of my balance when down to 65 or 70 then back up to 77.50 now it says 67.50, how can the bonus amount be higher then the total bonus and shouldnt it only go down as i playthrough?
Shane
Hello Paul. Yes you got a $75 bonus. The bonus started at 75 the down to 67.50. It could be that you were looking at the combined total ta the time.
Shane
at*
(Australia) Paul Taylor
nope, i was looking at the bonus total. It definitely said 77.50 at one stage
Shane
Yes I know that is give you two account beneath each other then a combined total.
(Australia) Paul Taylor
Yeah, the combined was 100 odd and the bonus was 77.50. How can it be higher than the bonus I took?
Shane
Have you checked the play check feature yet Paul?
(Australia) Paul Taylor
Not yet
Shane
If you access the My account tab of the casino software then click on view my games history. You will then see a be able to see all the transaction and game play on your account.
(Australia) Paul Taylor
Yeah, how will that show me why my bonus total was at one stage higher than the bonus I took?
Shane
It will show you all the credits after you received the bonus, on which game and how much.
(Australia) Paul Taylor
Based on that I estimate I've wagered around $560
(Australia) Paul Taylor
maybe a bit less
Shane
You wagered/played through 45.70 thus far
(Australia) Paul Taylor
45.70 of the 75?
Shane
A bonus has to be wagered 30 times Paul (75 * 30 = 2250) therefore 2250 - 45.70 = 2025.
(Australia) Paul Taylor
Thats not right, there's 32 pages in the playcheck from my session earlier. I've played through way more than 45.70
Shane
Please go to the beginning of play check.
Shane
Session 44100365.
Shane
Click on view the click on view detailed statement in the top right corner.
(Australia) Paul Taylor
There's 32 pages in that session. That's 960 bets just with that seesion
(Australia) Paul Taylor
I wasn't betting 21 cents each bet. Most of the time was 40cents-$1
Shane
Paul the information is accurate and correct. You have mixed bets from 112 all the way up till 60.
(Australia) Paul Taylor
Soory, I mean I wasnt betting 2.1c
(Australia) Paul Taylor
Playthrough is total amount wagered. I've wagered more than 45.70 just on the first 5 pages of that session
Shane
Paul all the information is in front of you. You are welcome to browse through all the transactions as all the information is correct.
(Australia) Paul Taylor
Are you sure it's $45.70 and not $457?
(Australia) Paul Taylor
I'm browsing through. There's is way more than $45.70 in total bets and that's just the first 6 pages out of 32 pages.
(Australia) Paul Taylor
There's $20 in wagers in just 1 page out of the 32 pages. Look at page 7
Shane
According to the terms and conditions your bonus has to be played through 30 times Paul as explained above. Paul what is your understanding of wagering?
(Australia) Paul Taylor
My understanding is that each spin equals part of the play through. If I have a 50c the playhtough amount goes down 50c. Playthrough should be $2250, if I have say 10 50c hits, that's $5 so total playthrough should be down to $2240
(Australia) Paul Taylor
Sorry, $2245
Shane
No that is incorrect Paul. Each spin does count yes depending on how much you bet. The amount you are giving me is best placed.
Shane
bets*
(Australia) Paul Taylor
The amount I'm giving you is bets x average bet
(Australia) Paul Taylor
There's 32 pages in 1 session with 30 bets on each page. that's 960 bets. Let's say an average of 50c per bet that's $480 just from that first session
Shane
I think you are confusing yourself and me..... When you take up a bonus it starts with your cash balance first then your bonus balance.
(Australia) Paul Taylor
Let's say I had made only 47.50 (which is way off) The bonus amount would still say $75 because for it to now say 67.50 that would require $225 worth of bets
(Australia) Paul Taylor
And all this doesn't change the fact that the "bonus" part of my balance went down then back up to above the bonus amount. I think there's been a glitch in the system. That 67.50 should be $50-$55 by my estimation
Shane
Paul can I suggest that you take a time out then go back to when you received the bonus and when you started playing. Go through play check and also use the view transaction where you see it is incorrect (record the transaction number as well.) Once you have all the relevant information get back to me and we cab go through it again.
(Australia) Paul Taylor
It requires $300 of bets for the 'bonus' amount to go down $10. Just before I talked to you it went down from $77.50 to $67.50. So, there's at least $300 worth of bets
Shane
Yes that is correct for every 300 credits wagered 10 goes to your cash balance.
(Australia) Paul Taylor
So, howcome my cash balance says $22 if I've only wagered 47.50?
Shane
Paul can I suggest that you take a time out then go back to when you received the bonus and when you started playing. Go through play check and also use the view transaction where you see it is incorrect (record the transaction number as well.) Once you have all the relevant information get back to me and we cab go through it again.
(Australia) Paul Taylor
I've done that
(Australia) Paul Taylor
I have all the relevant information,either you don't or you are misinterpretening it.
Shane
Paul there is nothing further I can explain to you about your bonus. Your play through will remain 2025 on your bonus of 67.50.
(Australia) Paul Taylor
Do you undertsand what you are saying? You're saying I've only wagered $47.50 yet the play through has come down $225 to $2025
Definitely them!
