Non-Bonus Complaint Free chip issue

xexe

Experienced Member
Joined
Dec 16, 2018
Location
Sweden
Based on my experience with that group many years ago. I was denied winnings from 2 of the casinos in their group. And failed to get paid. I was not a member of CM then, so didn't know about PAB's :p

And about thebes. Well that is just my opinion, I am happy that they have treated you well. But they do not treat everyone well. Why are they in the Grey Zone then? Why do withdraws take a long time? They have rogueish bonus terms as well to boot, like max withdrawal limits attached to bonuses.
Why don't you PAB now then? Or is there a time limit on when you can PAB?
 

DreamRJ

Out of this world!
MM
Joined
Jun 6, 2013
Location
RJVille UK
Why don't you PAB now then? Or is there a time limit on when you can PAB?

Well my accounts are all dormant in that group now, probably closed. And I am not sure if there is a time limit. There might be one though :p @maxd would need to confirm this perhaps? :D But I would not even want to bother anyway now as it was many many years ago lol :)
 

darksun64

Newbie member
PABnononaccred
Joined
Mar 14, 2018
Location
Ontario, canada
I did, Emily decided to post in the open forum, so I decided; fine open for all to see. I have nothing to gain or lose as I hadn't received the winnings

I won, they dont want to pay ( must be refusal bonuses for reps), pretty simple to me!

Now it's the principal and a WARNING
 
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Emily_casino-rep

I-Gaming Industry Representative
Joined
Oct 15, 2018
Emily;
the attached email is identical to one I received from thebes( this one from your sister site rich's) please enlighten me as to where it says : t&c'sand or bonus rules apply View attachment 106511

Hello darksun64,

I hope this message finds you well.

Please note that I have looked into it and managed to obtain a copy of the email that you have claimed the free spins from (I have sent you the copy via private message, since I am not able to post screenshots on this thread yet). The copy confirms that every free chip or free spins bonus email contains a note informing you that Bonus Rules apply.
The email that you attached above is just a reminder that there is chip that you haven't claimed that will expire soon, just to make sure that you are aware that you can give the games another try. As an extra measure that it is clear that all free bonuses and free spins are subject to Bonus Rules, as mentioned on the Bonus Rules page and also on the Terms and Conditions page, we have also added the note to all future reminder emails.

Please refer to the following rules from the Terms and Conditions and Bonus Rules pages:

1.1.2. Any winnings from the Sign-up free spins have a maximum withdrawable amount set to $100.
1.1.7. Only the first free spins/free bonus applied on the player's account are part of the Sign-up offer. Any subsequent free spins or free bonuses received before making the first deposit are not considered withdrawable and winnings will be voided.
2.5.5. Winnings shall be credited to the User’s Account following confirmation of the final result. For more information about Bonuses please visit
You do not have permission to view link Log in or register now.


I would like to remind you that the first bonus received on the account is cashable and gives any member the opportunity of trying out the games and also make their first withdrawal. This is a very easy way of getting to know the website a little bit better, as well as obtaining real cash winnings just by enjoying the games with a free chip. In case a member would like to try the games some more before making a deposit and playing for unlimited winnings, the website offers this option as well through the free chips that can be claimed directly from the newsletter. Any of the members of the website have the option not to claim any non-cashable chips, as well as to cancel a bonus at any time or ask for his bonuses to be blocked altogether, so that they can play without being subject to Bonus Rules.

I have double checked and the *Bonus Rules apply* note was in the email that you claimed the free chip from, as well as you have been informed on Live Chat that the free spins set was not cashable due to the fact that it was received after the Sign Up bonus and before making a first deposit. I would like to suggest that anytime you have any question or concern about your account or a bonus, you can come on chat so that your Account Manager can provide you with all the information on the spot.

I hope this clarified the situation and I rest at your full disposal should you need any further information about your account.

Sincerely,
Emily
 

keegannye

Experienced Member
Joined
Dec 18, 2017
Location
Mars
Hello darksun64,

I hope this message finds you well.

Please note that I have looked into it and managed to obtain a copy of the email that you have claimed the free spins from (I have sent you the copy via private message, since I am not able to post screenshots on this thread yet). The copy confirms that every free chip or free spins bonus email contains a note informing you that Bonus Rules apply.
The email that you attached above is just a reminder that there is chip that you haven't claimed that will expire soon, just to make sure that you are aware that you can give the games another try. As an extra measure that it is clear that all free bonuses and free spins are subject to Bonus Rules, as mentioned on the Bonus Rules page and also on the Terms and Conditions page, we have also added the note to all future reminder emails.

Please refer to the following rules from the Terms and Conditions and Bonus Rules pages:

1.1.2. Any winnings from the Sign-up free spins have a maximum withdrawable amount set to $100.
1.1.7. Only the first free spins/free bonus applied on the player's account are part of the Sign-up offer. Any subsequent free spins or free bonuses received before making the first deposit are not considered withdrawable and winnings will be voided.
2.5.5. Winnings shall be credited to the User’s Account following confirmation of the final result. For more information about Bonuses please visit
You do not have permission to view link Log in or register now.


I would like to remind you that the first bonus received on the account is cashable and gives any member the opportunity of trying out the games and also make their first withdrawal. This is a very easy way of getting to know the website a little bit better, as well as obtaining real cash winnings just by enjoying the games with a free chip. In case a member would like to try the games some more before making a deposit and playing for unlimited winnings, the website offers this option as well through the free chips that can be claimed directly from the newsletter. Any of the members of the website have the option not to claim any non-cashable chips, as well as to cancel a bonus at any time or ask for his bonuses to be blocked altogether, so that they can play without being subject to Bonus Rules.

I have double checked and the *Bonus Rules apply* note was in the email that you claimed the free chip from, as well as you have been informed on Live Chat that the free spins set was not cashable due to the fact that it was received after the Sign Up bonus and before making a first deposit. I would like to suggest that anytime you have any question or concern about your account or a bonus, you can come on chat so that your Account Manager can provide you with all the information on the spot.

I hope this clarified the situation and I rest at your full disposal should you need any further information about your account.

Sincerely,
Emily

Sounds pretty clear to me.... i understand what the are saying. In order to cash out any winnings from free spins after the first set you first need to deposit..

Seems logical
 

darksun64

Newbie member
PABnononaccred
Joined
Mar 14, 2018
Location
Ontario, canada
Emily
I personally have gone back through many sites that I play on and check their terms and conditions and fullness rooms and nowhere did any of those sites does the term "non withdrawal winnings" appear.
Only your brand has such a statement that in itself speaks volumes, I will continue to use your free plays but you will never get another dime out of me and I hope that this post provides enough information for readers to make their own decisions and come to the determination that you're Casino should be in the pit and should always be left there.
and and having been a customer service rep myself I quit that job due to the unethical nature to wish they were treated their customers and if I was in your shoes I would be embarrassed to admit that I work there have a great day
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
Emily
I personally have gone back through many sites that I play on and check their terms and conditions and fullness rooms and nowhere did any of those sites does the term "non withdrawal winnings" appear.
Only your brand has such a statement that in itself speaks volumes, I will continue to use your free plays but you will never get another dime out of me and I hope that this post provides enough information for readers to make their own decisions and come to the determination that you're Casino should be in the pit and should always be left there.
and and having been a customer service rep myself I quit that job due to the unethical nature to wish they were treated their customers and if I was in your shoes I would be embarrassed to admit that I work there have a great day

Why in the world would you continue to use their free plays? :eek:
If you don't like them then fine but then go somewhere else to play instead. Or will you try and cash out every time you manage to win on a free chip, then come here to complain they didn't pay?
It seems to be a waste of time. Accept and move on!
 

SlotGrinder

Senior Member
Joined
Jan 8, 2016
Location
England
So you send him a free chip which can't ever be turned into real money at any point ? How is this going to do anything but cause confusion ? Ok , if you make it super clear like "WARNING This is just a playmoney chip and cannot be withdrawn at any point" then fair enough and that's your prerogative but to have that info hidden in bonus terms 1.17 in small print is just retarded
I would call it predatory but I don't see how it would encourage players to lose money at your casino , rather than just piss them off when they realise they were using playmoney all that time :confused:
 

Glassheart

Dormant account
Joined
Jan 12, 2013
Location
Leeds
So you send him a free chip which can't ever be turned into real money at any point ? How is this going to do anything but cause confusion ? Ok , if you make it super clear like "WARNING This is just a playmoney chip and cannot be withdrawn at any point" then fair enough and that's your prerogative but to have that info hidden in bonus terms 1.17 in small print is just retarded
I would call it predatory but I don't see how it would encourage players to lose money at your casino , rather than just piss them off when they realise they were using playmoney all that time :confused:

Agreed absolutely pointless.

Imagine going to Mcdonalds and them giving you a free burger and then saying heres your free burger but your not aloud to eat it lol
 

darksun64

Newbie member
PABnononaccred
Joined
Mar 14, 2018
Location
Ontario, canada
Thank you for understanding the point I've been trying to make here, as for continuing to use the fake chips or fake plays, I will not be filing any future complaints about it but I can cost them time and money with requests...

Agreed absolutely pointless.

Imagine going to Mcdonalds and them giving you a free burger and then saying heres your free burger but your not aloud to eat it lol
Perfect analogy...thank you
 
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Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
So you send him a free chip which can't ever be turned into real money at any point ? How is this going to do anything but cause confusion ? Ok , if you make it super clear like "WARNING This is just a playmoney chip and cannot be withdrawn at any point" then fair enough and that's your prerogative but to have that info hidden in bonus terms 1.17 in small print is just retarded
I would call it predatory but I don't see how it would encourage players to lose money at your casino , rather than just piss them off when they realise they were using playmoney all that time :confused:

These are the rules for those that are depositing customers. The other were for those that never have made a deposit. The OP had played several free chips before making a deposit which is why he was denied the 100 cashout.
  • 2.1.4. The money won from Free Spins will be credited to your bonus amount balance and is subject to our standard terms and conditions, bonus terms and wagering requirements. However, winnings after wager requirements are completed are real money and are available for withdrawal.
I agree that it's pointless to even offer free money to people and they should be aware that no one wants to play anything without being able to cash out. It's just a trick to get players to log in again well aware that they are bad in reading rules.
But players need to learn reading them too so there is always two sides of it.
 

chiya

Senior Member
PABnononaccred
Joined
Nov 7, 2012
Location
Earth
Admittedly it's strange to send non-cashable freechip offers considering you could just as easily "try out" the site on play-for-fun mode so the excuse that the chips are for trying out the site seems strange to say the least. But, because they have it on their terms you've already lost @darksun64 . You can PAB this if you want but their terms clearly state the rules and you are expected to read the rules on any casino you play at, and you've agreed to the said rules so I wouldn't expect the PAB to go anywhere.

Besides that, casinos not allowing free bonuses to be redeemed subsequently of one another before making a deposit aren't exactly uncommon. You signed up and got a free chip and lost it but didn't make a deposit. Then you received another, and an another .. probably thought at this point why bother depositing if they just send you free cash anyways? Why would any casino just send free cash to non-depositing players? Seems illogical to me. Therefore it's fairly logical to expect some rule limiting or not allowing cashouts to be in place.
 

Emily_casino-rep

I-Gaming Industry Representative
Joined
Oct 15, 2018
Only your brand has such a statement that in itself speaks volumes, I will continue to use your free plays but you will never get another dime out of me and I hope that this post provides enough information for readers to make their own decisions and come to the determination that you're Casino should be in the pit and should always be left there.

darksun64,

Once again, I apologize for any inconvenience this has caused you and I just want to remind you that future free chips received on your account are cashable according to the Bonus Rules and your VIP Level. Whatever funds you prefer to play with, be it bonus amounts, free spins or cashback, your account will be set up according to your preference. For anything that you need for your account or any question that you have, including for a personalized bonus plan, you can get in touch with one of your Account Managers on chat, they are online 24/7.

In the meantime, I hope to see you online soon and I am at your full disposal in case you need any help.

Sincerely,
Emily
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
... And I am not sure if there is a time limit. There might be one though :p @maxd would need to confirm this perhaps?

Yeah, as stated in the PAB rules raising a complaint 12 months or more after the event is likely to be unsuccessful so that's our cut-off.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Thebes Casino | Grey Zone | Casinomeister® Online Casino Authority

1668/JAZ 'license' worth the same as used piece of bog roll.

'Casino Rep On Crack' winner 2010.

Very few worse casinos on the planet.

Sorry, but according to thePOGG there have been issues too.

At least they don't take unlicensed UK players.

I agree that 1668/JAZ is a rubber stamp, and should not be allowed to be operating in this industry, the casinos operating with this license should at least be given the benifit of the doubt - many of which are not aware of the unscrupulous activity of this Curacao beach club. :p Guts had a license from them, and we didn't kick them to the curb. :D

It's true that this casino group had a not so glamorous past, but I am giving them a chance to get out of the Rogue Pit since the complaints which we had were old and as far as I know, there hasn't been anything recently. So yeah, they should be OK.

We have a new rep for the casino group, and so far I think she is doing a pretty good job. Some folks here need to show a bit more courtesy since she is here assisting players.

As far as I can tell - this is an issue where the OP (original poster) misread the terms and conditions? This is not rogue activity as some here are claiming, but perhaps the fault of the player.

@darksun64 I know you are irate but do not take this out on the casino rep. That is not only uncool but it breaches our rules for harassment. Do not bully the casino reps.

I hope that this post provides enough information for readers to make their own decisions and come to the determination that you're Casino should be in the pit and should always be left there.

What the flip? Just move on. Don't be a PITA. :D Some people like playing there - obviously you don't - so don't.
 
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Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Admin note: changed title from "Refused to pay winnings" - to "Free Chip Issue"
 
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