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Bonus Complaint Hello Casino deny early withdraw despite 40% bonus offer stating you can do so

Discussion in 'Casino Complaints - Bonus Issues' started by slottymcslot, Jun 6, 2015.

    Jun 6, 2015
  1. slottymcslot

    slottymcslot Experienced Member PABaccred2

    Occupation:
    I work
    Location:
    UK
    Hi guys

    Yesterday I received the following email:

    This Friday and Saturday Hello Casino will give you 40% Bonus on your first deposit of the day!

    There isn't much to say, the bonus has 25 x wager requirement and the winnings from the bonus have no wager requirement.

    Simply make a deposit and the bonus will be added straight to your balance. The maximum bonus is EUR/GBP/USD 400!

    Have fun,

    Hello Casino Support
    --
    This is their usual 40% bonus, where you can withdraw your deposit and any winnings early and not be bound by any wagering requirements to your bonus. I deposited 200 for an 80 bonus, ran it up to 500 or so, tried to withdraw and the software wouldn't allow me.

    I contacted live chat, with two separate reps who infuriating just gave me the hand to the face treatment telling me I had to deposit my bonus 25x, which is NOT the case with this particular bonus. I asked them to elevate it and they wouldn't. I told them if that was their final ruling I would post a complaint here, which they confirmed.

    I'm not sure if they have a rep on here, they don't seem to be accredited, can anyone help? It seems amazing that 2 chat reps didn't know their own bonus structure at peak times.
     
  2. Jun 6, 2015
  3. Journeyman

    Journeyman Experienced Member MM

    Occupation:
    Sleep and eat
    Location:
    Europe
    This casino is from the same group as Adrenaline and some other casinos. The group is named MYEG.
    There are a lot of complaints about casinos from this group. Adrenaline Casino is one of them that received a ot of negative feedback and unsolved issues.

    However, I really have the idea Hello Casino has the intentions to become a popular straight forward casino. But, this is just my impression based on the few times I spent my time there and the reactions of other players who played there. (Spintee is one of them).

    Last week they renovated their casino completely and have a UK license if I am right. I also have seen their rep on here a few times. Thats another reason why I think they want things serious.


    I suggest you read this topic:
    http://www.casinomeister.com/forums/showthread.php?t=65771 and look good at the reactions and google them a little bit and make your own opinion.
    Their affiliate rep answered in that thread so you can contact him. I should also try (again) to contact them.

    I hope this little info is useful.
    All the best!
     
    1 person likes this.
  4. Jun 6, 2015
  5. The Viking

    The Viking Ueber Meister MM

    Occupation:
    chef
    Location:
    Faroe Islands
    If its in the terms that you can withdraw before you dip into your bonus then you have a case,
    but would you post here if they ruled in your favor ? sounds like a little threat to me:)
     
  6. Jun 6, 2015
  7. slottymcslot

    slottymcslot Experienced Member PABaccred2

    Occupation:
    I work
    Location:
    UK
    It's not a threat - this is their REGULAR 40% NO WAGERING BONUS - you can do an early withdraw of deposit + winnings without wagering the bonus, you just forfeit the bonus amount from your account balance (you can also complete the bonus wagering so that becomes cashable too). No threat, just super frustrated and annoyed by the hand to the face treatment the staff gave me to one of their REGULAR bonuses that I have cashed out from recently in a similar manner.
     
  8. Jun 6, 2015
  9. slottymcslot

    slottymcslot Experienced Member PABaccred2

    Occupation:
    I work
    Location:
    UK
    I actually only found out about this casino from this site, and players here taking about this specific 40% no wagering bonus. It's a regular bonus so I am not the one making the mistake here.
     
  10. Jun 6, 2015
  11. incrediblestuff

    incrediblestuff SearchingForTheHolyGrail! CAG webmeister

    Occupation:
    Currently: Self employed, Previously: Manager
    Location:
    Mostly the Netherlands
    I have done a few w/d's there, and deposits, took up one or two of those, and wasn't under the impression the bonuses worked like that. Just now checked that offer in my mail, and all the terms i could find were these:

    Deposit Bonus must be wagered x25 on (video) slots.
    The Deposit Bonus cannot be combined with any other promotions in the casino.
    Maximum 1 deposit bonus per person, household, ip adres, player account and only valid to verified players
    Restricted countries: Belarus, Bulgaria, Estonia, Hungary, Kazakhstan, Latvia, Lithuania, Romania, Russian Federation, Slovakia, Ukraine. If you are a player from one of these countries you will still be eligble for the full bonus, however the wager requirement will be x45 on (video) slots

    There is no indication of the allowing of early withdraw.
    I don't know if you read it in a thread on this forum, but i can say, that especially with non-accredited Casino's, it's wise to always check the terms, and if in doubt, ask chat before taking the bonus, not after.

    I also think it's bad if two chat reps tell you different stories, which of course we only have your word for, but if that was the case, best thing to do is elevate it yourself, or try the rep here..

    Regarding ownership and affiliation, all i could find is they are part of the White Hat Gaming group/Caddell Limited NV.
    So you could email them directly..
     
    1 person likes this.
  12. Jun 6, 2015
  13. Finn

    Finn Senior Member MM

    Occupation:
    Engineer
    Location:
    Finland
    I couldn't find anything in their terms and conditions either that would indicate that you can withdraw early.
     
  14. Jun 6, 2015
  15. PankkiRikki

    PankkiRikki Full Member

    Occupation:
    Marketing
    Location:
    Fin
    Have to wonder why people play on this group casinos giving the fact they have so many complaints & roguish behavior.
    How about taking a swing with only accredited casinos and these kinda problems wont occur almost never :)

    I also did receive that promotion and it it went like this

    Dear X

    This Friday and Saturday Hello Casino will give you 40% Bonus on your first deposit of the day!

    There isn't much to say, the bonus has 25 x wager requirement and the winnings from the bonus have no wager requirement.

    Simply make a deposit and the bonus will be added straight to your balance. The maximum bonus is EUR/GBP/USD 400!

    Have fun,


    This is very misleading , since of course with any casino the winnings don't have wagering requirements but the bonus does. Roguish email IMO.
     
  16. Jun 6, 2015
  17. Wild Reels

    Wild Reels Meister Member webmeister

    Occupation:
    IT
    Location:
    United Kingdom
    The 40% Deposit bonus that's advertised on the Promotions tab is as follows,

    When i queried how this works, as its quite confusing to read was,

    That response is specifically talking about when you have dipped into the bonus money, i'm not sure how it works if you have just won with real money, that was from the rep back in January 2015 also.

    I do know there is a whole new set of people handling the affiliate side of things, i'm not sure whether Daniel the previous rep on here is still part of that though.
     
  18. Jun 6, 2015
  19. incrediblestuff

    incrediblestuff SearchingForTheHolyGrail! CAG webmeister

    Occupation:
    Currently: Self employed, Previously: Manager
    Location:
    Mostly the Netherlands
    When did you get that explanation?
    When i just checked the site, the terms are stated as being "last updated on 1st June 2015 (1.12)"

    Now i don't know if that means they only updated term 1.12, but anyway, maybe it was that way before, and now is no longer? would be great if a rep could look into it: i happened to see a person called "White Hat Gaming" online shortly before, i'll send him a p.m. now:)
     
  20. Jun 6, 2015
  21. slottymcslot

    slottymcslot Experienced Member PABaccred2

    Occupation:
    I work
    Location:
    UK
    It's not so confusing - it basically means if you want the 40% bonus you must complete the 25x wagering requirement; if you want to withdraw your deposit/winnings you can do so at ANY time - I have done exactly this a mere 3 weeks ago, and it even states it again in the email. It is a regularly offered bonus.
     
  22. Jun 6, 2015
  23. muziq

    muziq Senior Member MM

    Occupation:
    govt
    Location:
    in your heart
    well what i understand was its bonsX25 wagering wht ever

    if you dipped into bonus money and then won there wont be any additional wagering (some casinos do that)

    in some thread here the rep confirmed this i think ....

    in Op s case if the casino didnt take away all winnings and the balance is still there to play i think it fair from casino
     
  24. Jun 6, 2015
  25. Gaz237

    Gaz237 Senior Member MM

    Occupation:
    Retired
    Location:
    chelmsford UK
    Oh Dear.

    Looks like a threat to me.

    Using Casinomeister as a threatening tool, is frowned upon. And downright despicable.

    This site is about fair play, not bullying!!!.
     
  26. Jun 6, 2015
  27. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    This is from the rep, Unsure if he is still working for the casino or if any rules have changed,

    When we started this casino all we wanted to achieve was simplicity and transparency. Just being a simple & honest casino:
    - no wager requirement on winnings from free spins
    - no wager requirement on winnings from bonus money
    - at all times be able to withdraw your money, not locking anything
    As i said I do understand and agree with you that offering instant withdrawals should be part of this ideology, and by next week it will be.
    The last thing we want is an unhappy player, I hope you could give us a chance to show you the instant withdrawal process as soon as it's in place.

    I cannot speak on behalf of Fenix Casino as we are not involved in any of their business, we operate under the same license but have different casino management and policies in place.

    Best regards,
    Daniel
    Hello Casino
     
    2 people like this.
  28. Jun 6, 2015
  29. slottymcslot

    slottymcslot Experienced Member PABaccred2

    Occupation:
    I work
    Location:
    UK
    I haven't posted the chats, they were downright infuriating. Hello aren't accredited here, nor did I know they had an active rep. I was given a final ruling apparently, and that was that. How do I not play fair, can you not read the email I was sent? The 40% no wagering bonus didn't suddenly become a 25xb + no wagering required on your winnings after bonus rollover bonus, has it? I am bullying the casino? Please. If nobody on their staff knows the terms of their own bonuses what can a customer do? Now I remember it I do remember a Hello rep appearing here on some thread confirming just this. I have sent a PM to the aforementioned rep but he hasn't logged in since May 11th
     
  30. Jun 13, 2015
  31. slottymcslot

    slottymcslot Experienced Member PABaccred2

    Occupation:
    I work
    Location:
    UK
    I'd like to report that I got someone at Hello to sort this out for me (not the rep here, he didn't respond), so anyone posting questioning the wagering on this bonus there is your answer.

    I posted here because I was terribly frustrated at being brick walled for an hour by various members of their staff who refused to elevate it, I think this is particularly bad form as even if I was in the wrong, I am the customer and they should have somebody else deal with it if that is my wish, not continue to frustratingly repeat stuff in error. The casino must endeavour to train their staff appropriately as I imagine most customers would not have gone to the lengths I did and probably dropped it all back. If that makes me a threatening bully, so be it. Sad because normally it seems to be a decent operation.
     
  32. Jun 13, 2015
  33. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Hello casino seems to be ok, Tried and tested, With the help even the best out there are clueless and waste of time, Stuid if you ask me and the worse are the casava group, Low I not had problems with th they have always got a ask hekp, When you do its only to give you a shity bonus what you already got a code for x4 as much, CS is crap belive me, I keep repeating my self, You do get an od one from sites but thats because they gamble there selfs, 99% of them dont even no what a machine looks like
     

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