Bonus Complaint fortune lounge

[lockinlove]

I had 5 cents left in my balance.

The casino gave me a $200 bonus even though I did not ask for it and told me it held 40x wagering $8000 total.

So I went and played for 5 hours doing $2 bets. Wagered probably close to $6000 and my balance over $1000.

I go to live chat ask how much wager I have left.

They say $8.600. So im like thats impossible.

Their reponse

"Since you had 5 cents remaining in your account that held a previous bonus wagering remaining of $4000+ this amount has been wagered first"

Wow wait a second here. Because I had 5 cents left in my account from a bonus I previously claimed, you expect me to Wager the remaining $5000?

Thats correct and sadly nothing can be done about this.

Ok but maybe the agent should have told me about this when he reviewed my account and decided to issue me a freebie of $200 without my knowledge and the when I inquired not tell me about any of this. It would have taken me a second to go and zero it out.

So now the casino wont budge on this at all. Now this casino I deposit thousands a month at. I am top VIP. And they basically have said too bad.

Would just like to note this casino treats customers really terribly. And I mean bad. The pitboss Jay comes on and is like. Would you like me to take the bonus and all winnings away? Thats the only solution.

Great solution.

 

[goatwack]

It's not the only solution, but it's a solution that serves them well.

They could so easily amend this amount, but choose not to because they have nothing to gain from it, and casinos are so short-sighted that they don't even contemplate losing your custom for the sake of a couple of grand.

All this nonsense about being unable to rectify your balance once a bonus is in effect is a load of poppycock, and just another reminder that loyalty doesn't swing both ways with these casinos.

 

[bowki]

Thats a shame. Try to wager the rest and then vote with your wallet. If you deposit thousands a month there it their loss, not yours. No need to play at these casinos with so much better competitors out there.

 

[lockinlove]

It's not the only solution, but it's a solution that serves them well.

They could so easily amend this amount, but choose not to because they have nothing to gain from it, and casinos are so short-sighted that they don't even contemplate losing your custom for the sake of a couple of grand.

All this nonsense about being unable to rectify your balance once a bonus is in effect is a load of poppycock, and just another reminder that loyalty doesn't swing both ways with these casinos.

Thankfully this is costing me nothing. I will go and do high bets and see if I can get lucky altho chances are probably slim.

When Im top VIP at a casino I like to keep it and decide to stay there. And without question I will be closing my account with them later today. And they will be losing a depositing player of $75,000-$100,000 a year.

And they must be aware of this because im sure they reviewed my account a few different times and see my deposit history.

Poor business decision by them but not my problem anymore.

 

[Jono777]

Can't believe what I've just read.

Who's running this casino, Mickey Fucking Mouse

Glad they fucked off out of the UK, arseholes.

Sure there is plenty more casinos who'd appreciate those sort of annual deposits and look after you far better, would get sea sick on one of their pathetic cruises anyway

 

[Steviedoo]

Same thing happened to me at mg casino....I kept depositing and I could never withdraw cuz wagering was never done and then I went CS and asked....I had 13k in wagering left from all my previous deposits...I played out my money and never went back...


Isn't there a limit to how much you can withdraw when they give you a freebie like that?

 

[vinylweatherman]

Check the max bet terms just in case you hit a miracle win and are able to beat that WR.

They were slowly going downhill in the last year or so before they left the UK, and then after they had left the UK it seemed they had to try harder to make money having lost all the Brits.

This is all down to poor CS who didn't review the account well enough to spot that there was a tiny balance remaining before adding the free chip, and then CS who compound the issue by turning what is supposed to be something to stimulate continued loyalty into an insult that will cost them a player that deposits in the region of 6 figures per year.

They seem to have merged with Jackpot Factory and the old Belle Rock groups to form a mega group which is now Digimedia. They also started using the max cashout of 6x total sum of deposits since joining rule, which unfairly penalises players who just happen to get lucky soon after joining, as opposed to having their big win well into their period of membership.

 

[dunover]

I had 5 cents left in my balance.

The casino gave me a $200 bonus even though I did not ask for it and told me it held 40x wagering $8000 total.

So I went and played for 5 hours doing $2 bets. Wagered probably close to $6000 and my balance over $1000.

I go to live chat ask how much wager I have left.

They say $8.600. So im like thats impossible.

Their reponse

"Since you had 5 cents remaining in your account that held a previous bonus wagering remaining of $4000+ this amount has been wagered first"

Wow wait a second here. Because I had 5 cents left in my account from a bonus I previously claimed, you expect me to Wager the remaining $5000?

Thats correct and sadly nothing can be done about this.

Ok but maybe the agent should have told me about this when he reviewed my account and decided to issue me a freebie of $200 without my knowledge and the when I inquired not tell me about any of this. It would have taken me a second to go and zero it out.

So now the casino wont budge on this at all. Now this casino I deposit thousands a month at. I am top VIP. And they basically have said too bad.

Would just like to note this casino treats customers really terribly. And I mean bad. The pitboss Jay comes on and is like. Would you like me to take the bonus and all winnings away? Thats the only solution.

Great solution.

This is rogue and complete BS. I thought this crap ended years ago, with auto-voiding of bonuses when less than £1 or .50 was left. I never trusted Vipers TBH and always spent the odd pennies on BDBA by selecting the lines at 1p. Try and play the balance out and then hopefully withdraw and give them the push.

 

[lockinlove]

This is rogue and complete BS. I thought this crap ended years ago, with auto-voiding of bonuses when less than £1 or .50 was left. I never trusted Vipers TBH and always spent the odd pennies on BDBA by selecting the lines at 1p. Try and play the balance out and then hopefully withdraw and give them the push.

Yeah this is really disgusting behaviour. I cant express how bad it is.

Speaking to them they think its completely ok to do this to players.


Win or lose, they have lost me as a player. To force me to wager $5000 more because of 5 cents is mind blowing. And incredibly shady.

I think this warrants enough to be taken off the accredited list as this is a term put in place to completely screw players over and no other reason.

 

[lockinlove]

Well I made wagering with $410 left and approx $50 in comp points. So Im quite happy to get them for something out of their attempt to screw me.

I was thinking of writing them an email stating if they want to keep me as a player they will pay me what my balance was when I finished wagering the $8000. Which is probably around $700-$800. However, I dont want to make threats or demands. I will close my account and leave quietly and find myself another Microgaming group who doesnt act like this.

So they won a few hundreds by having this shady 'term' but lost countless thousands by losing me as a customer. I will never deposit here again. Ever. Its not about the money... as a couple hundred bucks extra would never be worth a fight to me. But how you treat someone who risks and gambles the amount I do, does.

If they are willing to screw someone of this small amount, I can only imagine what they would do if I won a large amount. This group has lost my trust.

 

[TheAddict]

Never deposit again. Just smile each time you buy a steak or sip a beer from that withdrawal, it will taste so much nicer than it would if you lost some back to them in a few weeks time when the this bs treatment enters your head.

 

[fortunelounge]

I had 5 cents left in my balance.

The casino gave me a $200 bonus even though I did not ask for it and told me it held 40x wagering $8000 total.

So I went and played for 5 hours doing $2 bets. Wagered probably close to $6000 and my balance over $1000.

I go to live chat ask how much wager I have left.

They say $8.600. So im like thats impossible.

Their reponse

"Since you had 5 cents remaining in your account that held a previous bonus wagering remaining of $4000+ this amount has been wagered first"

Wow wait a second here. Because I had 5 cents left in my account from a bonus I previously claimed, you expect me to Wager the remaining $5000?

Thats correct and sadly nothing can be done about this.

Ok but maybe the agent should have told me about this when he reviewed my account and decided to issue me a freebie of $200 without my knowledge and the when I inquired not tell me about any of this. It would have taken me a second to go and zero it out.

So now the casino wont budge on this at all. Now this casino I deposit thousands a month at. I am top VIP. And they basically have said too bad.

Would just like to note this casino treats customers really terribly. And I mean bad. The pitboss Jay comes on and is like. Would you like me to take the bonus and all winnings away? Thats the only solution.

Great solution.

Hi

As I am now aware of this I will be looking into it and will reply as soon as possible.

Regards

Wim
Fortune lounge

 

[spoton]

Fortune lounge is a joke of a group that will retroactively change their bonus terms if they want to, so that don't cancel bonus when coming close to 0, doesn't suprise me.

 

[lockinlove]

can people pm me with good MG casinos? Not 32red..worst luck ever and not vegas partners (casino mate, maple casino etc)

 

[Harry_BKK]

can people pm me with good MG casinos? Not 32red..worst luck ever and not vegas partners (casino mate, maple casino etc)

Hardly any left that won't f*ck you over with some BS rules or pending periods.

Palace Group, FL group/Digimedia, Casino Rewards, GoWild group, Lucky247 --> throw them all in one bag and hit it with baseball bat, you won't strike the wrong one.

MG download --> 32RED, nothing else.

Did you try Roxy Palace, which was taken over by 32RED?

 

[Jono777]

can people pm me with good MG casinos? Not 32red..worst luck ever and not vegas partners (casino mate, maple casino etc)

See Harry posted pretty much what I just sent in a PM lol, great minds eh

 

[lockinlove]

Thank you guys

 

[Harry_BKK]

Your case is truly shocking..... I was once too one of the most regular players at Fortune Lounge, mostly Royal Vegas and 7Sultans, had my personal VIP host, they invited me to their cruises....the lot....

Left them about 6 years ago when they enforced pending periods even for the highest VIP levels and never looked back. Like they couldn't get their throat and pockets full enough.

They were really good when they were a medium sized group with their office in Jo'burg, smallish team, nice guys & girls, always helpful, would visit me in my hometown to take me out for dinner, etc.. I felt sometimes like i really liked it to lose my money with them. The more i lost, the better they treated me. And i did not have a withdrawal there for the first 8 years, spending 100-150K/year.

As i mentioned it in another thread, I call it the "established in the market" syndrome.

 

[lockinlove]

Your case is truly shocking..... I was once too one of the most regular players at Fortune Lounge, mostly Royal Vegas and 7Sultans, had my personal VIP host, they invited me to their cruises....the lot....

Left them about 6 years ago and never looked back when they enforced pending periods even for the highest VIP's. They were really good when they were a medium sized group with their office in Jo'burg, smallish team, nice guys & girls, always helpful, would visit me in my hometown to take me out for dinner, etc.. I felt sometimes like i really liked it to lose my money with them. The more i lost, the better they treated me. And i did not have a withdrawal there for the first 8 years, spending 100-150K/year.

As i mentioned it in another thread, I call it the "established in the market" syndrome.

wow that actually sounds great!

Ive been with them a couple of years but never deposited until about a month ago. Since then ive been playing regularly. I think deposited $7000 since joining so that would be on pace for about $85,000 a year. Which is about normal for my main casinos

I usually stick to 3 casinos. MG casino, netent and other platforms and playtech. Although playtech sees very little action from me. Just a once in awhile change. Having slots all around 90% rtp isnt really my thing


I just want to stress how much they didnt care to rectify my situation. They even made comments "we dont adjust the terms to your liking Jennifer". And how they actually seemed surprised I questioned their 'policy'

Ill be honest, I did tell them if they didnt do something with this situation...I would leave. It was not a threat at all though. It was me being honest and giving them a chance to make it right. And I have thrown around the me being VIP to them before as there has been a couple awful situations with them thus far.

I am curious. If I deposited $500 no bonus (cause seriously I dont use them that much). And wanted to cashout. Would they have refused it and claimed there was a bonus on the account from the 5 cent thing? If so, I would really be furious

 

[Jono777]

I am curious. If I deposited $500 no bonus (cause seriously I dont use them that much). And wanted to cashout. Would they have refused it and claimed there was a bonus on the account from the 5 cent thing? If so, I would really be furious

From what I've read here and also past experience, My answer to this would be, YES they would have.

I've done it myself countless times, closed the casino in frustration of a bust, leaving odd pennies as I cba to open a 9-liner and reduce the win lines to zero out.

However I also learnt my lesson the hard way (on a much smaller scale though ) and now I always clear the balance to zero, no matter how 'mad' I am at the time.

Depositing a cash only deposit on top of a previously uncleared bonus will always lock you into to unfinished wagering, not quite 'fully' rogue but certainly 'almost' rogue.

Its the CS and their attitude part of this which pisses me off and it wasn't even my money lol

 

[RichyJ75]

That is a story I am quite familiar with and is a right kick in the teeth.

I had an account at BetUK some time back. Deposited, received a bonus and bust out with 12p left in account. No slots available to wager 12p on so deposited about £40/£50 cash with no bonus so I could carry on playing. Had a few wins and went to withdraw about £150/£200 but it was declined as there was still an active bonus. Not a problem as there was an option to forfeit the bonus, so clicked on it expecting 12p to disappear from my account, but to my shock, my whole balance was reset to zero - including my latest deposit and winnings.

I logged on to chat to CS, only to be told that I still OWED them x amount of wagering! I asked what happened to my last deposit which didn't have a bonus attached and they said that was forfeited due to the wagering that was still required.

Seriously? Who in their right mind would deposit cash, win and then forfeit all the money because of 12p? Was absolutely disgusted with they way they handled it, so closed my account there and then. Wish I was a CM member then as I would have done a PAB.

 

[FAZI1]

In this old microgaming brands they cant ? just change set up system - to - if player lose bonus balance over 1.00€ then bonus wagering is clear / dissapired ? Or they can but they just dont wonna change it beacose this set up is better for them.....

 

[lockinlove]

Hi

As I am now aware of this I will be looking into it and will reply as soon as possible.

Regards

Wim
Fortune lounge

As soon as possible is 6 days? Pretty quick.....

 

[me_and_ed]

As much as it is shocking it has been like this for years with MG, I always zero'd my account if I knew I had played with a bonus previously, and to make sure I would always point my mouse over the balance to check if it was in bonus or cash balance, I know this doesn't help your situation but it is most definitely nothing new.

 

[jumboshrimp]

can people pm me with good MG casinos? Not 32red..worst luck ever and not vegas partners (casino mate, maple casino etc)

I have gone through Royal Vegas CS and they just don't give a shit. Nor does Betway but I use them now I got some awesome match bonuses until I made a rash of withdrawals and now they give me 50 to 80% cashback bonuses which I don't mind.
I just tried Wildjack casino, they seem OK.

 

[lockinlove]

So the end result was they gave me $100 no wagering. Which whatever. Better than nothing right.

because I dont like how this casino is run or its policies I have cut down on my deposits here and playing time. I am lucky in this casino so I have continued to play a bit still.

It wasnt long until I ran into another issue. Some weeks back I was playing slots..my bet was 54 cents...and the viper client crashed on a mid spin. Anyways, I logged back on and it didnt bring up the game so I played a different one. Since that time, I logged on, deposited and played a few different times.

Fast forward. I deposit again...Get up $300 and decide im gonna cashout. I go to withdraw and there is $3200 wagering on my account. Now I know this is impossible because I zeroed out my account before the deposit and didnt take a bonus.

I go to support and they couldnt figure it out and basically decided that I must have been issued a bonus so wager it. LOL. Im not kidding.

So im pissed and they send me to vip desk. Within minutes VIP finds the problem. Weeks ago when the client crashed mid spin. I triggered the bonus. So I had a bet in play all this time.

Now get this. They still made me wager the $3200. I was blown away. WTF kind of treatment and policy is this. The casino would not budge. So on a fresh $450 deposit with no bonus because of the error they held me to this wagering from weeks ago.

I contact the rep here. Basically doesnt help or apologize about the issue and says thats just the way it goes.

During whatever time I am upgraded to a personal VIP host.

So I am VIP with my own host. This host takes awhile to get back to emails, no bonuses, free spins, specialties or anything so far.

What is the point of getting VIP here? its exactly the same as not being VIP.


Anyways my conclusion is its one of the more poorly run casinos

For now, ill keep winning.

But my god.

 

[Jasminebed]

Lockinlove, at the risk of needing a tin foil hat, I rather believe your luck is what your luck is, no matter where you play.

I don't think I'd hang around for the next issue.

 

[mimi26]

So the end result was they gave me $100 no wagering. Which whatever. Better than nothing right.

because I dont like how this casino is run or its policies I have cut down on my deposits here and playing time. I am lucky in this casino so I have continued to play a bit still.

It wasnt long until I ran into another issue. Some weeks back I was playing slots..my bet was 54 cents...and the viper client crashed on a mid spin. Anyways, I logged back on and it didnt bring up the game so I played a different one. Since that time, I logged on, deposited and played a few different times.

Fast forward. I deposit again...Get up $300 and decide im gonna cashout. I go to withdraw and there is $3200 wagering on my account. Now I know this is impossible because I zeroed out my account before the deposit and didnt take a bonus.

I go to support and they couldnt figure it out and basically decided that I must have been issued a bonus so wager it. LOL. Im not kidding.

So im pissed and they send me to vip desk. Within minutes VIP finds the problem. Weeks ago when the client crashed mid spin. I triggered the bonus. So I had a bet in play all this time.

Now get this. They still made me wager the $3200. I was blown away. WTF kind of treatment and policy is this. The casino would not budge. So on a fresh $450 deposit with no bonus because of the error they held me to this wagering from weeks ago.

I contact the rep here. Basically doesnt help or apologize about the issue and says thats just the way it goes.

During whatever time I am upgraded to a personal VIP host.

So I am VIP with my own host. This host takes awhile to get back to emails, no bonuses, free spins, specialties or anything so far.

What is the point of getting VIP here? its exactly the same as not being VIP.


Anyways my conclusion is its one of the more poorly run casinos

For now, ill keep winning.

But my god.

Basically you should have learned from the first issue and not deposited there again

 

[lockinlove]

Basically you should have learned from the first issue and not deposited there again

It's true. I did however know the risks and accept this. When I'm running hot I tend to stick around as long as they pay.

 

[Harry_BKK]

During whatever time I am upgraded to a personal VIP host.

So I am VIP with my own host. This host takes awhile to get back to emails, no bonuses, free spins, specialties or anything so far.

What is the point of getting VIP here? its exactly the same as not being VIP.


Anyways my conclusion is its one of the more poorly run casinos

For now, ill keep winning.

But my god.

The only really good personal VIP host that i had at FL is Jorn. All the others won't do much special.

He gave me his mobile number and would answer my SMS within minutes even late at night. Never felt better cared for by any other casino host. Would meet him on my business trips to Jo'burg/SA and he would take me out for dinner or to the local casinos. Great guy.

 

[lockinlove]

The only really good personal VIP host that i had at FL is Jorn. All the others won't do much special.

He gave me his mobile number and would answer my SMS within minutes even late at night. Never felt better cared for by any other casino host. Would meet him on my business trips to Jo'burg/SA and he would take me out for dinner or to the local casinos. Great guy.

My guys name is Akhona.

Yours seems like a good one! Wonder if hes still around.

 

[Harry_BKK]

My guys name is Akhona.

Yours seems like a good one! Wonder if hes still around.

Yes, he is.

 

[fortunelounge]

So the end result was they gave me $100 no wagering. Which whatever. Better than nothing right.

because I dont like how this casino is run or its policies I have cut down on my deposits here and playing time. I am lucky in this casino so I have continued to play a bit still.

It wasnt long until I ran into another issue. Some weeks back I was playing slots..my bet was 54 cents...and the viper client crashed on a mid spin. Anyways, I logged back on and it didnt bring up the game so I played a different one. Since that time, I logged on, deposited and played a few different times.

Fast forward. I deposit again...Get up $300 and decide im gonna cashout. I go to withdraw and there is $3200 wagering on my account. Now I know this is impossible because I zeroed out my account before the deposit and didnt take a bonus.

I go to support and they couldnt figure it out and basically decided that I must have been issued a bonus so wager it. LOL. Im not kidding.

So im pissed and they send me to vip desk. Within minutes VIP finds the problem. Weeks ago when the client crashed mid spin. I triggered the bonus. So I had a bet in play all this time.

Now get this. They still made me wager the $3200. I was blown away. WTF kind of treatment and policy is this. The casino would not budge. So on a fresh $450 deposit with no bonus because of the error they held me to this wagering from weeks ago.

I contact the rep here. Basically doesnt help or apologize about the issue and says thats just the way it goes.

During whatever time I am upgraded to a personal VIP host.

So I am VIP with my own host. This host takes awhile to get back to emails, no bonuses, free spins, specialties or anything so far.

What is the point of getting VIP here? its exactly the same as not being VIP.


Anyways my conclusion is its one of the more poorly run casinos

For now, ill keep winning.

But my god.

Hi lockinlove,

I have sent you a pm. I have also included some information in regards to your VIP host.

Kind Regards,

Gabriela