Hi all,
So I have a withdrawal/bonus issue with a member of the Prime Gaming collective.
I was given a £10 free chip for my loyalty and losses.
There was a max cash out of £100 on this chip.
I got lucky and cashed out £200, they retained £100 of it and put the £100 cash back in my account, fair enough.
This was portrayed as Real Money balance in the cashier page. So I played on.
I managed to reach £750 and then went down to £500 at which point I cashed out, again this £500 was showing as Real Money balance.
I spoke to Live Chat to confirm that the withdrawal would be processed the following day and asked if I needed to submit any further ID. (I was told that all of my ID had previously been approved yet I still received further requests for ID as time went on.
I was told that it would be processed to PayPal the following day subject to no further ID requests, great I thought.
However, yesterday morning 04/03/15, I received an email to say my withdrawal had been cancelled.
I followed up with a phone call and was told as per T&C's that even after the wager has been met on a free chip, any winning from that money afterwards but be voided and I should have cashed it out.
Supports answer was that Live Chat reps do not know how a balance is made up and it will only be checked once it gets to the Payments Team.
Also they ignored the point that the cashier page is clearly misleading in that it states you have a Real Money balance even though that is clearly not the case.
So, my questions
1) Is it fair for a casino to represent/suggest you have a Real Money balance even though that is not the case, but you cant find that out until it has already been sent to the Payments Team for processing as Live Chat do not have access to this information?
2) Is it fair for Live Chat reps to give out incorrect or misleading information to stand behind T&C's rather than accept liability for an error/incorrect information being given by two different sources?
3) Is it normal for a casino to say "you should have cashed out the £100 and then re-deposit to continue without restriction"? I would have thought this was pointless and costly for the casino as they would spend time and resources processing the withdrawal and then a new deposit. I had "Real Money" in my account so it was treated as such.
4) Is it normal for a casino to suggest I contact the UK Gambling Commission rather than the Maltese where they are licensed? I am happy to do this as at least the UK Commission might actually look into it unlike the Maltese who have fobbed me off before and stood by the casino without even investigating.
Any comments are welcome.
Thanks all.
So I have a withdrawal/bonus issue with a member of the Prime Gaming collective.
I was given a £10 free chip for my loyalty and losses.
There was a max cash out of £100 on this chip.
I got lucky and cashed out £200, they retained £100 of it and put the £100 cash back in my account, fair enough.
This was portrayed as Real Money balance in the cashier page. So I played on.
I managed to reach £750 and then went down to £500 at which point I cashed out, again this £500 was showing as Real Money balance.
I spoke to Live Chat to confirm that the withdrawal would be processed the following day and asked if I needed to submit any further ID. (I was told that all of my ID had previously been approved yet I still received further requests for ID as time went on.
I was told that it would be processed to PayPal the following day subject to no further ID requests, great I thought.
However, yesterday morning 04/03/15, I received an email to say my withdrawal had been cancelled.
I followed up with a phone call and was told as per T&C's that even after the wager has been met on a free chip, any winning from that money afterwards but be voided and I should have cashed it out.
Supports answer was that Live Chat reps do not know how a balance is made up and it will only be checked once it gets to the Payments Team.
Also they ignored the point that the cashier page is clearly misleading in that it states you have a Real Money balance even though that is clearly not the case.
So, my questions
1) Is it fair for a casino to represent/suggest you have a Real Money balance even though that is not the case, but you cant find that out until it has already been sent to the Payments Team for processing as Live Chat do not have access to this information?
2) Is it fair for Live Chat reps to give out incorrect or misleading information to stand behind T&C's rather than accept liability for an error/incorrect information being given by two different sources?
3) Is it normal for a casino to say "you should have cashed out the £100 and then re-deposit to continue without restriction"? I would have thought this was pointless and costly for the casino as they would spend time and resources processing the withdrawal and then a new deposit. I had "Real Money" in my account so it was treated as such.
4) Is it normal for a casino to suggest I contact the UK Gambling Commission rather than the Maltese where they are licensed? I am happy to do this as at least the UK Commission might actually look into it unlike the Maltese who have fobbed me off before and stood by the casino without even investigating.
Any comments are welcome.
Thanks all.