Is This Normal For Loyalty Bonuses

[Greigssy]

I was playing Redbet last night probably a couple of hours or so and attempted to make a withdrawal from casino red(netent) only 80 eur but I couldnt as I had an unknown bonus on my account.I logged off as couldnt be bothered speaking to chat as was very late.

So today I looked at my account and there was a 5 eur bonus added with a 495 eur WR and I hadn't completed any wagering on it as far i know.

I asked chat they told me it was a lotalty bonus that was added I asked for it removed so I could withdraw. Which was fine so I moved my money to the main account and withdrew it.I then asked chat if the loyalty bonus could now be added they said "NO" because I withdrew.

Its only a 5 eur bonus and basically nothing and Iam not complaining about it but I dont understand the logic I thought it was a loyalty bonus.Trapping my 80 eur for a 500 WR is all I see happening here.

Here is the chat transcript and after the last reply the chat representitive closed the chat,nice!(My first response is the title of the chat query am not that ignorant)

Chat Content:

Johannes: [13:27] Welcome to our LiveChat support. I'm happy to assist you in either English or Swedish.


Greig: [13:27] Bonus

Johannes: [13:27] Hi

[13:27] How can I help you?

Greig: [13:28] Hi I tried to make a withdrawal but a bonus has seemed to be added to my account lockin my whole balance and there has been no wagering on it. 5 bonus 500 wager?

Johannes: [13:31] Yes. There was a automatic "loyalty" bonus that was added to your account since you have been spinning a lot. I removed it - so you can transfer the money to Odds / Boss Poker wallet and request a withdrawal now.

[13:31] Anything else I can help you with?

Greig: [13:31] Is that bonus now lost or can i claim it again.

Johannes: [13:33] If you want to - I can add it now again but you still have to wager it and won't be able to withdraw the money until the wagering is done.

Greig: [13:34] I have now withdrew what i wanted so it can now be added.

Johannes: [13:34] No.

[13:34] I removed the bonus so you could withdraw your money - then of course I can not add it again after you have withdrawn your money.

Greig: [13:39] I thought it was a loyalty bonus it should have nothing to do with my previous deposits or whether i withdraw.

Johannes: [13:42] It is a bonus you get for spinning a lot which has to be wagered or removed before withdrawal can be made. That's why we have wagering requirements. Either you wager it - or you removed it. This time you wanted to remove it. Removing it - withdrawing - and getting the bonus back is not possible.

[13:42] Have a nice day.

 

[weesie]

That is odd! Sounds like a way to keep you from cashing out. Not fair at all either. I would keep an eye on ANY balance at that site in the future.

"""""""Johannes: [13:31] Yes. There was a automatic "loyalty" bonus that was added to your account since you have been spinning a lot. I removed it - so you can transfer the money to Odds / Boss Poker wallet and request a withdrawal now.""""""""""""

"loyalty"??? Maybe FORCED loyalty!

If it is automatic, you never know when they will slip one in there, for a couple of buck, just to keep your money tied up.

 

[Zepher]

Gee, that doesn't seem right at all! Indeed it does seem to be a way of trying to tie your withdrawable balance up so hopefully you'll lose it all while trying to clear that horrific 99 X WR...

Have to agree that you need to keep an eye on your balance to make sure something 'sneaky' like this doesn't happen in future. Surely they could have, at the very least, sent you an email ( as nearly all entertainment providers do ) telling you that you have had a bonus added. As for the chat agents tone, it sounds really arrogant, definitely shouldn't be speaking to customers in this way, and then ending the conversation on them. Very dodgy. Thanks for the heads up, will definitely avoid this casino.

 

[chuchu59]

A loyalty bonus should simply be a reward to the player and nothing else. I tend to think the chat staff is being rigid and this doesnt reflect company policy. Of course the automatic granting of the bonus in question could possibly have been done by the system and couldnt be done manually but if this were the case the live chat staff has done everything in his power to irritate a loyal customer.

I suggest that an enquiry be made through an email to support asking if the casino's policy is really so inflexible. If so, it only serves to alienate loyal customers. It comes with a 100x WR anyway so WTF is the casino thinking?

 

[rainmaker]

.

Redbet has a rep here (Casino and Content manager): https://www.casinomeister.com/forums/members/

He is very responsive and helpful, so I am sure that he will give you an explanation in this thread if you send him a heads up

 

[Redbet-Andy]

Redbet bonus

Hi.

I'm sorry to hear you're having a problem.
Drop me a PM and I'll sort it out for you.

Not sure what your issue is but
We've been running a Euro 2012 comp for a few days which has caused some problems as we mixed two different types of bonuses for the first time, and it doesn't work well with the Net Ent system. I've made sure that anyone affected is more than compensated for any problems.
We won't be running it again but I couldn't kill it as a lot of players have invested in the leaderboard and are in prize positions.

If this has affected anyone else please let me know your username on Redbet and I'll get it all sorted for you.

Certainly not normal practice, and I'll definitely make sure you're happy with the outcome, same goes for anyone this has affected.

All the best
Andy

 

[Greigssy]

I recieved a PM from Andy and I thank him for the reply and personally getting in touch.

As I said it wasnt a complaint about not recieving the bonus I do generally avoid bonuses with high WR.I wanted to highlight an issue that could affect players in the future.

Other than that I have had no problems with Redbet and have made several speedy withdrawals from them already and Iam more than happy with the service Ive recieved.

 

[Redbet-Andy]

Hi

As I suspected this was to do with our Euro 2012 bonus which to be fair was an absolute botch.


The idea was to reward players who play more than 20 rounds on a particular slot (at 50c or more per round) with €5.
That would have been fine except the person who set it up also gave the free fiver a 35x wagering requirement! Hardly generous.
The other problem was it wasn't opt-in so anyone who played the slots in question got locked in and the WR on any other bonuses they had wouldn't activate until they completed the set number of rounds...

I can't kill it completely as there is a leader board but needless to say we won't be running a bonus in the same way again, you live and learn!

I'll be doing a manual clean up this morning so that nobody else is affected - if anyone has a problem get in touch.

Thanks
Andy