Resolved Is this how it should be? bet365 bonus wager

[CasinoTwitcher]

Editor's Note: This is a relatively old complaint concerning Bet365 which was resolved. There was some confusion over the bonus terms. For up-to-date information on Bet365, please check out the Bet365 review in our Reservation section.

I deposited $1000 at bet365 and got a 20% $200 bonus, I lost everything except $1 dollar. Since I playd between 5 and 7 dollars pr spin I just let it be there and made a new deposit of $1000, this time without a bonus. I thought everything would be fine now, I hade a couple of nice spins and won it back to $2000. When I checked the cashier it showed that only 1800 was able for a withdrawal.

Is this how it should be? Since I had $1 left I'm supposed to "lose" $200? If I had played $1 pr spin I would of course have spent it before deposit, do I really have to go down in stakes to "remove" the bonus wager?


This is what Coustomer support told me:


Lee F has joined this chat.
You are now chatting with Lee F.

Lee F Hello, welcome to bet365 Live Chat. How may I help you?

Marius Hi, I just deposited 1000 dollar and got 200 in bonus, then I lost everything and deposited 1000 dollar more without bonus, why is the bonus still in my "withdrawal terms" when I bust the first time the next deposit can’t be reflected by the first bonus that I lost both bonus and deposit ?

Lee F Can I take your username and four digit security number please?

Marius XXXXXXX

Marius security number on the visa card?

Lee F The four digit security number is a number that you selected when you opened your account and is usually a memorable number to yourself. We ask you to provide this before any action is taken on your account to ensure it is the account holder that we are corresponding with.

Marius I have no idea, I have written both my password and username to talk to you, I can’t remember any code I'm afraid, can it be XXXX?

Lee F XXX is correct thank you.

Marius okay good
Lee F Please allow me a few minutes to review your account with regards to the bonus.

Marius yup

Lee F Thank you.

Lee F Thank you for waiting. I have reviewed your account and can see that you had $1 left of your bonus when you made your second deposit thus keeping the bonus and its wagering in effect. What I can do is remove the bonus from your account which will leave your $1801.85 cash balance, would you like me to do this?

Marius lol are you kidding so just since I did not play that last 1$ you remove 200 $ from my account?

Marius when I play 5-7 pr spin, that really matters?

Lee F One moment please.

Marius ok

Lee F After reviewing your gameplay I can see you used the majority of the bonus funds but did not use them all. As you then deposited funds you kept the bonus active on the account and have continued to wager towards the wagering requirement and your winnings have been credited to your bonus balance updating it back to the original $200. As you had spent most of the bonus funds should you now wish to have the wagering removed we would also need to remove the bonus.

Marius lol how much have I wagered and what’s left?

Lee F The options available to you are to keep the $200 bonus on the account and continue with the wagering requirement or have the bonus removed leaving your $1801.85 balance.

Marius yes, but how much have I wagered and have much left is it? Where can I find this numbers?

Lee F The wagering requirement for this bonus is x25 times your deposit and bonus. Based on your deposit and bonus this equates to a total of $30,000. You have so far wagered $5,388 towards this.

Marius okay ty, This is just so silly when I play 5-7 pr spin of course I don’t play one spin withe 1 dollar before I deposit more, I will never play at bet365 again....

Lee F Unfortunately the only means to find this from a customers point of view would be via the game history, the information may be used to calculate and track your progress. Of course you may alternatively contact our customer services via chat for an update anytime.

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[chayton]

I remember one time I got stuck with a previous bonus because I had an unfinished bonus round on a game. It does suck.

 

[rainmaker]

It happens that WR carries over, and most players will see this as annoying. But many casinos practice this, the balance must go down to zero (automatic system) and they can probably not change this manually.

But, I don`t think Bet365 handled this in a good way. They should have removed the WR together with the ~$200, and manually credited your account with +$200 again. This would have solved the case with no further problems. They should obviously have given you "goodwill" here.

If you deposited 2X $1000, then they should have understand that you have the potential to be a "good" customer (if you are new there). Amateurish to leave you unhappy over a small case like this.

 

[rainmaker]

Oh, and you should notify the Bet365 rep about this thread. I see you are a new member, just a friendly heads up. And welcome

https://www.casinomeister.com/forums/members/

 

[refre]

Always zero out any bonuses before making a new deposit.
And remember the 20% bonus comes with a 150XB wagering requirement, so it's not worth it.

Freddy

 

[sparkz]

odd indeed, I agree they should of given the $200 as a goodwill gesture. Whats $200 to them when they are keeping a customer happy and making sure they continue to deposit. For the sake of $200 the player may never deposit there again.


Realistically I know 90% of places you can play at do void the bonus once you hit below the $1 mark (literally below so 99c).

I recall quite a few times that happened. On 1 occasion in particular many years ago I had won $1800 from a $30 deposit at "mansion casino". When I deposited I was given a $30 deposit bonus automatically.

At that time I thought I could play.... then if I won something nice I would be able to forfeit the bonus and cashout my winnings.

After getting to the $1800 mark I wanted to cashout so I got in touch with support to ask them to remove the bonus and they told me that I still had my bonus to meet WR on before I could cashout.

My heart sank as the guy told me I had a few $1000 left to wager.

Just before I closed the chat window he told me to wait a sec, rechecked details and saw the bonus went below $1 at some point (think I was on my last $1 and then hit a few wins to build myself back up). He then said because it went below $1 the bonus was void and I was fine to cashout

 

[De Beuker]

Agreed, they should have handled this better.
But I think normal CS people are not allowed to do that.
Should have taken it to upper management maybe.

But whats up with that 'bonus'??
25x deposit+bonus for a measily 20%??

Now thats a depositpenalty if ever I saw one!

In the future, stay as far away as possible from this kind of 'bonuses'.

 

[rainmaker]

Agreed, they should have handled this better.
But I think normal CS people are not allowed to do that.
Should have taken it to upper management maybe.

But whats up with that 'bonus'??
25x deposit+bonus for a measily 20%??

Now thats a depositpenalty if ever I saw one!

In the future, stay as far away as possible from this kind of 'bonuses'.

Bet365 has this "€3,000 Bonus Bundle". You can claim bonuses up to €3000 every month. It may look good for players, but yes, it`s a bad offer.

From 365:


€3,000 Bonus Bundle
Enjoy a batch of great bonuses every month!

You have the chance to claim even more great bonuses than usual, whenever it suits you, as our €3,000 Bonus Bundle promotion returns.

It allows you to claim a series of deposit bonuses from €10 up to €200 each time. You can make the most of this great offer up to four times each week – meaning there's over €3,000 in bonuses available every month.

Simply enter the offer code BONUS3000 every time you make a qualifying deposit/transfer and enjoy a batch of frequent bonuses, whenever you feel that your bankroll needs a boost.



T&C for the bonus:



Promotion runs from 00:00 GMT on 2nd January until 23:59 GMT on 26th June 2011.

To be eligible players must deposit/transfer at least €50 into their Casino account during the promotional period, with the exception of players from China with Bronze status in our VIP Scheme who must deposit a minimum of €100 in order to claim a Bonus Bundle bonus. All players will receive a bonus of 20% on their qualifying deposit, with the exception of Chinese players with Bronze status in our VIP Scheme, who will receive a 10% bonus.

Players can claim only one Bonus Bundle bonus per day. The maximum number of Bonus Bundle bonuses that can be claimed in a week is four. For the purposes of this promotion, a week runs from 00:00 GMT on Sunday until 23:59 GMT on the following Saturday.

Players must have no more than €10 in their Casino account prior to making a qualifying deposit/transfer to claim a Bonus Bundle bonus. Players may only have one active Bonus Bundle bonus in their account at any one time.

Players must enter the offer code BONUS3000 when making a qualifying deposit/transfer into their Casino account.

All bonuses claimed as part of this promotion are valid for a period of 30 days. Any unused or unredeemed bonuses will be removed after 30 days, along with any winnings attributable to them. Only the remaining balance of the original deposit will be withdrawable.

To make the bonus withdrawable the initial deposit/transfer plus bonus must be played through 25 times. Players from Poland must play through the deposit/transfer plus bonus 200 times before the bonus becomes withdrawable.

Not all games contribute the same percentage to a player’s wagering requirement. Wagers made on games contribute 100%, with the following exceptions: All games within the Games and Keno category (except Keno itself which contributes 100%), Casino War, Red Dog, Spin-a-Win and Stravaganza contribute 50%. Baccarat (all variations), Blackjack (all variations except Blackjack Surrender, Blackjack Switch and Lucky Blackjack), Craps, Pai Gow, Roulette (all variations), Sic Bo and Wild Viking contribute 25%. All Video Poker games contribute 10%. Blackjack Surrender, Blackjack Switch, Lucky Blackjack, Casino Hold'em, Pontoon, Pirate Hi-Lo, Slots Double Up and Video Poker Double Up games do not contribute towards the wagering requirement. For example, a player who makes bets to the value of €20 on Slot Games will have wagered €20 towards redeeming their bonus. A player who makes bets totalling €20 on Blackjack will have contributed €5 towards their wagering requirement.

Any prize/bonus amounts offered will be calculated using the current currency multiplier table as determined at the sole discretion of bet365.

Only wagers made on Real Money games will contribute towards the wagering requirement.

Where a customer requests a withdrawal or transfer out of their gaming account, prior to the necessary wagering requirement being met, they will lose all bonus and winnings attributable to the account. Only the sum of the original deposit or remaining balance of the original deposit will be withdrawable.

No minimal risk wagering is allowed to contribute towards bonus wagering requirements. Players deemed to be using minimal risk wagering tactics to redeem their bonuses or cash prizes risk having their bonuses, cash prizes and any subsequent winnings removed.

Where any term of the offer or promotion is breached or there is any evidence of a series of bets placed by a customer or group of customers, which due to a deposit bonus, enhanced payments, free bets or any other promotional offer results in guaranteed customer profits irrespective of the outcome, whether individually or as part of a group, bet365 reserves the right to reclaim the bonus element of such offers and in their absolute discretion either settle bets at the correct odds, void the free bets or void any bet funded by the deposit bonus. In addition bet365 reserve the right to levy an administration charge on the customer up to the value of the deposit bonus, free bet or additional payment to cover administrative costs. We further reserve the right to ask any customer to provide sufficient documentation for us to be satisfied in our absolute discretion as to the customer's identity prior to us crediting any bonus, free bet or offer to their account.

All bet365 offers are intended for recreational players and bet365 may in its sole discretion limit the eligibility of customers to participate in all or part of any promotion.

All customer offers are limited to one per person, family, household address, email address, telephone number, same payment account number (e.g. debit or credit card, neteller etc), and shared computer, e.g. school, public library or workplace. We reserve the right to withdraw the availability of any offer or all offers to any customer or group of customers. Offers only apply to customers who have made a real money deposit with bet365.

bet365 reserves the right to amend, cancel, reclaim or refuse any promotion at its own discretion.

bet365 reserve the right to use first names, nicknames and/or alias in any announcements about tournament results, recipients of any promotional bonus and Progressive Jackpot winners.

Employees, officers and directors of bet365, its promotional or other agencies, licensees and licensors, service providers and any other associated or affiliated companies shall not be eligible for the promotion. The same terms shall apply to the direct families of such persons.

 

[Repro]

Although it's very stupid to leave $1 after wagering $5K+ with a bonus in play, i think this could have been handled better by the casino.

At least i think he learnt his lesson the hard way: ALWAYS ZERO OUT ON A BONUS !!!

I think if the OP contacts the rep it will be fixed, but than he should STOP PLAYING by now and keep his balance right the way it is (and be patient).

 

[Jasminebed]

I've taken the liberty of alerting the Bet365 rep to this thread.

I've been a happy customer of Bet365 for quite some time. I find they have a very professional team generally, but frontline customer support is only one level in any organization.

Payouts are fast at Bet365, and even though I've remained low roller, my bonuses have improved over time.

Comps are good, and carry no max cashouts or wagering, cash as you want to play.

Might be worth hanging in to see if they set things right by you.... even if it meant the $200 w/ a WR.

Doesn't matter where I play, when I come to make a deposit, I zero out first. I don't want to check if I had a bonus, what their rules are, etc.

 

[CasinoTwitcher]

Editor's Note: This is a relatively old complaint concerning Bet365 which was resolved. There was some confusion over the bonus terms. For up-to-date information on Bet365, please check out the Bet365 review in our Reservation section.

Thanks for all the comments guys, I really appreciate it!! I have played a lot of casinos and especially Betsafe Casino witch I relay like!! I have been in this situation a lot of times, but then I just tell the support to cancel the bonus and then its okay.

Ps: The 25X bonus and deposit is really baaaaad, but I deposit to play a lot so it's okay by me...

I think that the support managed this thred really bad and that they should "cancel" my last bonus and let me withdrawal. Now that this is said, I was contacted by a bet365 representative, and this case was solved but much better than I ever thought was possible.

100 x regards to the Bet365 VIP who took very much care of me after this, I really appreciate it!! Very well taken care of, I will for sure play more at Bet365 after this.

One tip would be to integrate a script telling saying something like "you still have to wager your bonus before you deposit money" to your account. That would be great.

But overall I'm extremely satisfied with the deal I got offered!!

The onlu sad thing here is that I had to post a message here to get it solved, I really think that the support staff should void my bonus... , But thanks to Bet365 anyway to solve this in a realy good way!!!

 

[Repro]

Thanks for all the comments guys, I really appreciate it!! I have played a lot of casinos and especially Betsafe Casino witch I relay like!! I have been in this situation a lot of times, but then I just tell the support to cancel the bonus and then its okay.

Ps: The 25X bonus and deposit is really baaaaad, but I deposit to play a lot so it's okay by me...

I think that the support managed this thred really bad and that they should "cancel" my last bonus and let me withdrawal. Now that this is said, I was contacted by a bet365 representative, and this case was solved but much better than I ever thought was possible.

100 x regards to the Bet365 VIP who took very much care of me after this, I really appreciate it!! Very well taken care of, I will for sure play more at Bet365 after this.

One tip would be to integrate a script telling saying something like "you still have to wager your bonus before you deposit money" to your account. That would be great.

But overall I'm extremely satisfied with the deal I got offered!!

The onlu sad thing here is that I had to post a message here to get it solved, I really think that the support staff should void my bonus... , But thanks to Bet365 anyway to solve this in a realy good way!!!

Would you care to tell us HOW it was solved ?

 

[CasinoTwitcher]

It ended with me loosing the whole $2000, wich was not a big deal since I could withdrawal $1800 if I wanted to, but I was there to play in first so I did play on.

After I lost I though well okey, last time I play on Bet365, but the day after without talking to anyone more than the support staff (before I lost those $2000) I got this E-mail from a VIP representative at Bet365:


Translated from norwegian to english in google translate


Hi Marius,

I hope all is well with you.

I have recently seen one of your comments on Casino Meister and would like to explain what actually happened on your account. Bonus package that was associated with your account would trigger factor that cancels bonus when the balance is below $ 1, unfortunately, your balance of $ 4 which meant that the bonus was on your account. I understand that this can be frustrating because you probably assumed that you would not continue to play against this bonus when you made a new deposit, but this is standard procedure on offer with wager requirements.

Anyway, to show good will and to clarify the misunderstanding, I want to do the following.

First I want to end the bonus remains in your account. I will then put the account back to the status it had when you first chat with our customer service.

In this case the result is that your balance will be set at $ 2,001.85 with no wager requirement at all. All that remains then is that you lost your two $ 1,000 deposits, and at that time we had our house on going campaign which meant that you got 20% of the lost will be refunded. Had you taken the money when you contacted us so you would not qualify for this bonus, so I will have to remove that too.

Please note that we do this as a one-time event to show good will, and that the future will relate to our normal bonus procedures.

You are thus back where you were when you wish to withdraw money. I reckon that this is satisfactory. I will at a later date visit the Casino Meister thread and let everyone know that this matter is resolved and if you want to do the same thing would have been nice.

I thank you for your time and wish you still luck in the casino.


Sincerely,

Ryan

 

[GOCC]

Very lucky man and much credit to 365.

Cant stand the firm as they wont lay me a bet but this is above and beyond VERY GOOD customer service

 

[Repro]

Indeed a big for BET365 and Ryan.

This is the way things should be solved if there is a clear indication of misunderstanding.

I really REALLY hope i'm allowed to play there in the future