Casino Complaint Email Promises, worthless!!!

DemonUK

Dormant account
PABnoaccred
Joined
Jan 11, 2008
Location
Warrington, UK
Whilst i expect a decision soon, I thought I would start this thread. Obviously no names at the moment but I wonder what people think of the following:-

I took a bonus and shortly into the wagering requirement I realise I have played a slot game which was not allowed. I had started with $82 (inc bonus) and I was down to $50. I stopped playing and emailed support acknowledging my error and asking what I should do or what they would do.

The reply stated that normally they would remove the bonus but as that would leave me with next to nothing, as long as I played allowed games only from now on they would honour the coupon. I thanked them and continued to play. I still had around 75% of WR to go but as luck would have it I turned the remaining $50 into $425.

At 11.56 tonight my withdrawal was disallowed due to playing a wrong slot (which I didn't win on lol). I have replied stating that the email response from their support department was available for her to see but it would also be available for the complaints authority and the gaming community as a whole if necessary.

Within minutes I had a response stating she would speak to the support department. Now will I get paid, or not.

1) I acknowledged the incorrect play early on

2) Support replied that I was allowed to continue and they would honour the coupon

edit: 3) Just checked my neteller account and I have been paid but it was an hour and a half before they sent the email saying it had been denied (confused.com)

Seems black and white to me. Views anyone
 
Last edited:

rainmaker

I'm not a penguin
Joined
Dec 28, 2010
Location
-
Hello :)

You broke one section in the T&C when you played a "illegal" slot. You confessed your sins to the CS. they told you it was OK, and allowed you to continue gambling. You did not break any other T&C after that point and are of course entitled to your winnings. Good luck.


Edit: Good for you :)
 

chayton

aka LooHoo
webmeister
PABnonaccred
CAG
Joined
Jun 5, 2006
Location
Edmonton Canada
I think that decent casino management will see an honest mistake as an honest mistake and act accordingly. It might have been a different story if you'd played a disallowed game and won something though - in that case they would probably have stripped the bonus and winnings.

I'm glad to hear that you got paid, and I think it was the right decision on the casinos part since someone already told you to continue to play. :thumbsup:
 

DemonUK

Dormant account
PABnoaccred
Joined
Jan 11, 2008
Location
Warrington, UK
They not only paid me but, they had stated in the withdrawal refusal email that they had put my deposit and bonus back in my account. I have just checked and yes, not only have I been paid my $425, it seems they have also put back my deposit and bonus:eek2: This I have taken to be an error and have done the right thing again and emailed them to ask for it to be removed so I can deposit and play again at the casino.

Think they have had a brain fart or two over this one:D
 

rainmaker

I'm not a penguin
Joined
Dec 28, 2010
Location
-
They not only paid me but, they had stated in the withdrawal refusal email that they had put my deposit and bonus back in my account. I have just checked and yes, not only have I been paid my $425, it seems they have also put back my deposit and bonus:eek2: This I have taken to be an error and have done the right thing again and emailed them to ask for it to be removed so I can deposit and play again at the casino.

Think they have had a brain fart or two over this one:D

let us know if they give you some "finders fee" for being honest :)
 

DemonUK

Dormant account
PABnoaccred
Joined
Jan 11, 2008
Location
Warrington, UK
let us know if they give you some "finders fee" for being honest :)

Well, no finders fee, but they have removed the money they put in my account. The only thing is I have had no email thanking me for telling them but then again they had just paid me $425:D

I will not be taking any slot bonuses that exclude certain slots for a while. I have played there for a long time and NEVER had an issue before this and will continue to play there. I have kept the casinos name out of it, but I am sure that if you have noticed that all contact with them was via email it won't take long to work out:)

Please mark this as resolved
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Well, no finders fee, but they have removed the money they put in my account. The only thing is I have had no email thanking me for telling them but then again they had just paid me $425:D

I will not be taking any slot bonuses that exclude certain slots for a while. I have played there for a long time and NEVER had an issue before this and will continue to play there. I have kept the casinos name out of it, but I am sure that if you have noticed that all contact with them was via email it won't take long to work out:)

Please mark this as resolved

This is a common issue with them. Perhaps there would be fewer such problems if they heeded the saying "keep it simple" when designing their promotions.
They tend to make their coupons more "interesting", but this is not always a good thing, especially when players read the headline, but miss out the "interesting bit" lower down.

Past advice with bonuses has been "play slots, and you'll be OK". This is no longer true, and excluded SLOTS on a bonus are now quite common. It's NOTHING to do with "bonus abuse" either, but more to do with making players THINK, and making the offers look different from the competition.

Some players like this approach, but others don't.
 

rainmaker

I'm not a penguin
Joined
Dec 28, 2010
Location
-
Well, no finders fee, but they have removed the money they put in my account. The only thing is I have had no email thanking me for telling them but then again they had just paid me $425:D

I will not be taking any slot bonuses that exclude certain slots for a while. I have played there for a long time and NEVER had an issue before this and will continue to play there. I have kept the casinos name out of it, but I am sure that if you have noticed that all contact with them was via email it won't take long to work out:)

Please mark this as resolved


a small thank you from the casino would not have been too much to expect:rolleyes:. But the important thing is that the case was resolved. :thumbsup:
 

LOOKAWAY

Senior Wember
PABnonaccred
Joined
Oct 29, 2007
Location
England
Is this casino Intercasino? I noticed that there "your second February "my bonus 4 life" bonus" Had two slots that were not allowed.

The following games DO NOT count towards the wagering requirement: Pontoon, Single Deck Blackjack, Superfun 21, Red Dog, Casino War, Texas Hold-Em Bonus, Solitaire, Craps, Slot Tournaments, Dino Delight, Dragon Sword, Baccarat or Baccarat Mini.

What makes Dino Delight and Dragon sword so special over other slots not to contribute to wagering?
 

De Beuker

Senior Member
Joined
Apr 20, 2009
Location
Netherlands
Is this casino Intercasino? I noticed that there "your second February "my bonus 4 life" bonus" Had two slots that were not allowed.

The following games DO NOT count towards the wagering requirement: Pontoon, Single Deck Blackjack, Superfun 21, Red Dog, Casino War, Texas Hold-Em Bonus, Solitaire, Craps, Slot Tournaments, Dino Delight, Dragon Sword, Baccarat or Baccarat Mini.

What makes Dino Delight and Dragon sword so special over other slots not to contribute to wagering?

I think the casinos name starts with an I and ends with Netbet.:D

Cant say anything about Intercasino, not allowed to play there, but you see certain slots excluded from bonuses more and more.
Maybe the low variance nature of some slotgames has something to do with it?

I noticed 32RED no longer allows play on any Megaspin game, you can play them, but they dont count for the playthrough (0%)
I fail to see the difference between Megaspin and playing 5 instances of classic 3-reels in the new lobby, but the classic 3-reels still count 100% for the playthrough.:confused:
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
I think the casinos name starts with an I and ends with Netbet.:D

Cant say anything about Intercasino, not allowed to play there, but you see certain slots excluded from bonuses more and more.
Maybe the low variance nature of some slotgames has something to do with it?

I noticed 32RED no longer allows play on any Megaspin game, you can play them, but they dont count for the playthrough (0%)
I fail to see the difference between Megaspin and playing 5 instances of classic 3-reels in the new lobby, but the classic 3-reels still count 100% for the playthrough.:confused:

There SHOULN'T be any difference, and THIS is what is so WORRYING as it implies that "megaspin" is somehow BETTER than playing the games separately.

This seems to be the making of more complicated rules "for the sake of it", rather than to "protect the casino against...........".

Picking 2 slots to exclude from the many available is going to catch out players who would KNOW that "table games" are all excluded, even though they may not be able to name them, but this requires the player to not only read the rules, but to REMEMBER the names of two SPECIFIC slots throughout their play, and avoid playing them.

To slots players, EVERY slot is "different", so there is no overall theme that would make these games stand out as excluded, as there would be were you to remember that a bonus was "slots only", and accidentally open a table game.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
I agree its a silly term.

However, if one reads the terms of every bonus they take it shouldnt be an issue.

It's funny how some players get caught out by these kinds of things quite often, whereas others never do.

The silly thing is that it is the "bonus abuser" that actually READS the terms, and avoids getting caught out by the obvious, and the GENUINE PLAYER that skips the terms because they assume it can't be complicated enough to be worth the bother because they are only "playing for fun". The "bonus abusers" usually run into "F U Clause confiscations", and accusations of "abusing the spirit". This is because they have READ and UNDERSTOOD the terms, and played within them, but taking them right to the LETTER of what is allowed, but which also maximises their chances. They will also be the players that argue the merits of "loopholes" and slight gramatical errors in order to make their case.

In the above, a "bonus abuser" would see the LOOPHOLE, and play 5 instances of the relevant megaspin game in the tabs, rather than 6 megaspin games in the ONE tab. The overall result would be the SAME, but unlike the recreational player, it WOULD count for WR.

If they wanted to "grind", and felt the 0.25 stake was too high, they would play one of the video slots (per tab:D), selecting a coin of 0.01, and 1 coin per line. This can give a "grind" stake of LESS than the 0.10 per spin in the megaspin games, yet is ALLOWED for WR in that term.
 
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