Issue being paid - Slotsroom Casino

[MOWES44]

I won $9600 while playing their WELCOME200 bonus code that is offered 5 times by the cashier coupons sections.

It is not the first time I won using this code, in previous deposit using the same code I won $3500 and was paid in full

They refuse to pay the $9600 due to this clause in the term of this bonus (the term is not in the cashier but in the terms and condition section of the bonus, the cashier juyst says it is redeemable 5 times and the cashier continued to offer it as an option to choose )

"However, if a successful withdrawal has been made from this promotion then welcome package will be discontinued."

This is not fair. The terms just indicated that the system has to remove the bonus and not that the player wouldn't be able to play it if it is offered in the coupon section.

In other words I think a fair way to look at it is that their system is the one that breach the terms and not the player

The system continue to offer the bonus in the cashier, the system accepted the claim and the system allowed me to wager and win or lose.

Fair would be to honor the win.

Please your thoughts.

 

[KasinoKing]

This is not fair. The terms just indicated that the system has to remove the bonus and not that the player wouldn't be able to play it if it is offered in the coupon section.

In other words I think a fair way to look at it is that their system is the one that breach the terms and not the player

100% agree
If the promotion is terminated when you make a withdrawal, then you should not be allowed by the casino to claim any further coupons from that particular offer.

Luckily this group is one of the best online and is Casinomeister accredited - so I'm sure this will be resolved to your satisfaction.
@LA-Martyn is the rep- though he might be having a day off today...

If you want to message him: LA-Martyn

Happy New Year!
KK

 

[MOWES44]

100% agree
If the promotion is terminated when you make a withdrawal, then you should not be allowed by the casino to claim any further coupons from that particular offer.

Luckily this group is one of the best online and is Casinomeister accredited - so I'm sure this will be resolved to your satisfaction.
@LA-Martyn is the rep- though he might be having a day off today...

If you want to message him: LA-Martyn

Happy New Year!
KK

Thank you, I am doing it now

 

[MOWES44]

Unfortunately Martyn repeated the casino saying the term says the player can't redeem the bonus after a withdrawal, I think he was misinformed by the casino because the terms didn't say anything even close to that

The term just said: "However, if a successful withdrawal has been made from this promotion then welcome package will be discontinued."

Exactly as the system remove the bonus after 5 deposits it can remove the bonus after a withdrawal

The system contiue to offer it and to tell the player in the cashier redeemable up to 5 times

Sorry, but it seems to me that Martyn didn't read the term himself otherwise I don't think he would send me a reply that the term said the player can't claim it again

 

[KasinoKing]

Unfortunately Martyn repeated the casino saying the term says the player can't redeem the bonus after a withdrawal, I think he was misinformed by the casino because the terms didn't say anything even close to that

The term just said: "However, if a successful withdrawal has been made from this promotion then welcome package will be discontinued."

Exactly as the system remove the bonus after 5 deposits it can remove the bonus after a withdrawal

The system contiue to offer it and to tell the player in the cashier redeemable up to 5 times

Sorry, but it seems to me that Martyn didn't read the term himself otherwise I don't think he would send me a reply that the term said the player can't claim it again

You should definitely submit a PAB (Player complaint).
It's fairly quick and easy - and if you don't win your case I'm going to shave Martyn's head!

Go here & fill in the form: Online Casino Complaints
Remember to read the PAB rules - the main one is don't post about your case until the PAB is concluded.

KK

 

[MOWES44]

Thank you. PAB submitted

 

[maxd]

PAB received and in progress.

- Max

 

[MOWES44]

Casino Guru judged to my favor but unfortunately Max decided against me and I am very disappointed.


CasinoKing you said it is an obvious case to judge in my favor what do you think ?


The points max mentioned

1. I won before from the same bonus and therefore I knew the terms of the bonus

2. The fact I was able to "bypass the rules" and claim the bonus is not a reason to let me benefit from it

3. I shopped my case around and they already told me the same.

I don't know where to start. first of all the only forum it was published is at casino guru and they judged to my favor . They said the casino treated me very unfairly.

I didn't breach any term and I didn't bypass any rule. The terms said the following

"However, if a successful withdrawal has been made from this promotion then welcome package will be discontinued."

This just mean one thing, the system had to remove the offer.

The cashier just mentioned you can claim the bonus up to 4 times so how can I know the fact that it should be discontinued and even if I knew it and I didn't know the term is not referring to the player but to the casino that have to discontinue it.

The Rep of the casino admitted that I was able to claim it before they manually removed it. It is their unfortunate event that they didn't remove it on time. They admit it is their fault but Max put the blame on me .

What is the point of having available coupon section while there are codes you simply won't get paid due to hidden traps, it is not even a hidden term because the term didn't say you can't claim it

What is the point of writing in the available coupon redeemable up to 4 times and then when you claim it at the second time you get this excuse that it said somehwere else it will be discontinued while it continued.

I consider Max decision very unfair to me

 

[Eliot85]

This is why the first i do when i signup to a casino is to go on the chatsupport and tell them i dont even wont a frespin for free. Play allways with your own money and they can never do something like this, as long as it is a good casino. Very sorry for you, it is a lot of money

 

[maxd]

This just mean one thing, the system had to remove the offer.

You're saying the system has to stop you from breaking the rules. In my view that's not how the Terms work, nor should they.

When you are driving your car you're expected to stay on your side of the road, it's assumed that you'll be responsible enough to do so. If you wander off into the oncoming lane and cause an accident you can't blame the road and say "it should have stopped me from crossing over into the other lane". You have responsibilities and if you fail -- or refuse -- to live up to them then you don't belong on the road.

Reading and respecting the casino Terms is more or less the same. You agree to the Terms when you sign on at the casino and you agree to the bonus Terms when you take the bonus. It's then your responsibility to comply, and to accept the consequences if you don't.

What I see in the Terms is this:

If a withdrawal has been successfully processed from any of the Casino's Welcome Offers, any subsequent redemption will be non-cashable, and the welcome package may be terminated.

In other words your winnings on your second Welcome Bonus are "non-cashable", meaning you won't get them. AFAIK that's exactly what the casino should do and did, per the Terms.

As to the "only CasinoGuru" thing I'm gathering the relevant info and will post it here shortly.

- Max

 

[MOWES44]

They offered the bonus in the available bonus to redeem, and it said it is available for redemption 4 times.

The system allowed to redeem the bonus, isn't misleading to tell you it is redeemable 4 times and then not to pay after you redeem it ?

What is the point of having available bonuses section if the bonuses there are not reaqlly available and you won't get paid if you win from them .

Moreover "the welcome package may be terminated" this is the issue here, the welcome package was not terminated, may be terminated but indeed it was not terminated.

When you say may you mean can be and can not be.

In this case they didn't terminate the bonus.

"If a withdrawal has been successfully processed from any of the Casino's Welcome Offers, any subsequent redemption will be non-cashable, and the welcome package may be terminated."

So you say that it is ok to offer in the available bonuses bonuses that they won't pay you if you win ? this is not acceptable. The purpose of having available coupons is to show what is available not what is not available, especially when the offer itself says redeemable 4 times.

Even the Rep admitted that the casino was supposed to remove it manually but it was unfortunate that I redeemed it before it was removed.

Isn't it misleading to have a bonus saying redeemable 4 times and then not to pay you because of a hidden term that is not clear at all to begin with.

• If a withdrawal has been successfully processed from any of the Casino's Welcome Offers, any subsequent redemption will be non-cashable, and the welcome package may be terminated.

when you say non cashable it can mean the bonus will be non cashable and what is it may be terminated at this case it was not terminated.


They can't just offer bonuses that they won't pay you if you claim them in the available coupon especially again if they say redeemable 4 times.

I would like to hear what other think about this case and who is right here.

 

[maxd]

FWIW, the casino people confirm that CasinoGuru was the only known "other place" you took your case. My mistake implying there were multiple other places.

... I would like to hear what other think about this case and who is right here.

Of course, feel free. Our decision remains as is.

- Max

 

[MOWES44]

I am going to throw a bomb here , I am going to throw a bomb here. If Max won't change the decision I don't know what to say. Look Max what they did, look what they did, I caught them beting unfair again

This term you mentioned was added after I played actually even in 9 of january it was missing, they added it now, they lie to me and they lied to you it is a shame

• If a withdrawal has been successfully processed from any of the Casino's Welcome Offers, any subsequent redemption will be non-cashable, and the welcome package may be terminated.

If you go to wayback machine you will find out and I have a screenshot that this term was not there in 9 of January way after I played it is a shame what they are doing to me

 

[maxd]

Please post your screenshot here, I'd be interested to see it.

- Max

 

[MOWES44]

Ask yourself, if I breached a term why to add it now in this month ? why ?

Why to add a term and use it against me now ? why

If I breached terms why to add it now ? why ? you could use the old terms

It is not there in the old terms, it is a shame doing it

Adding it now - a term that was designed special for my case shows clearly that no term from the older term was breached

 

[MOWES44]

Please post your screenshot here, I'd be interested to see it.

- Max

Here it is

You do not have permission to view link Log in or register now.

 

[KasinoKing]

• If a withdrawal has been successfully processed from any of the Casino's Welcome Offers, any subsequent redemption will be non-cashable, and the welcome package may be terminated.

when you say non cashable it can mean the bonus will be non cashable and what is it may be terminated at this case it was not terminated.


They can't just offer bonuses that they won't pay you if you claim them in the available coupon especially again if they say redeemable 4 times.

I would like to hear what other think about this case and who is right here.

Personally (for what it's worth) I think you are right.

Aside from anything else, the term says "the welcome package MAY be terminated"
So you could read that as "the welcome package MIGHT be terminated"
or "the welcome package COULD be terminated"
But it does NOT say "the welcome package WILL be terminated"

And I also agree, that I is down to the casino to do the terminating - i.e. it is the CASINO'S responsibility to remove the offer from the list of available coupons, not the player's responsibility to look at all the coupons and go "Oh no - I can claim any of the others, but not that one"

Frankly I am very surprised to see this highly reputable casino group pull a stunt like this, and also surprised that Max has agreed with them. This case seems VERY unfair on the player.

Just my 2c
KK

 

[MOWES44]

Personally (for what it's worth) I think you are right.

Aside from anything else, the term says "the welcome package MAY be terminated"
So you could read that as "the welcome package MIGHT be terminated"
or "the welcome package COULD be terminated"
But it does NOT say "the welcome package WILL be terminated"

And I also agree, that I is down to the casino to do the terminating - i.e. it is the CASINO'S responsibility to remove the offer from the list of available coupons, not the player's responsibility to look at all the coupons and go "Oh no - I can claim any of the others, but not that one"

Frankly I am very surprised to see this highly reputable casino group pull a stunt like this, and also surprised that Max has agreed with them. This case seems VERY unfair on the player.

Just my 2c
KK

Kasino King, thank you but I think you missed the fact I wrote, this term was not there when I played, they added it only this month, a term designed not to pay me and it was used against me while it is a new term.

 

[maxd]

OK, so you've shown that they updated their General Terms to include the Welcome Bonus limitation. That doesn't show any malice as far as I'm concerned. What it does show is that players, like yourself, weren't paying attention to the specific Welcome Bonus Terms that have been available on the site for some time.



Those Terms specifically state what was later added -- not newly invented -- to the General Terms for clarification.

FTR: The old term read like this...

"However, if a successful withdrawal has been made from this promotion then welcome package will be discontinued."​

This has been modified to...

"If a withdrawal has been successfully processed from any of the Casino's Welcome Offers, any subsequent redemption will be non-cashable, and the welcome package may be terminated."​

That's a clarification, nothing more.

The bottom line is that the Terms blocking re-use of the Welcome Bonus have been there all along. Your failure to read and/or respect those Terms is your mistake, not the casino's. You brought your case to us and that's essentially the decision you were given.

To be clear, I flatly reject the notion that it is the casino's responsibility to prohibit you from attempting to re-use the Welcome Bonus, or any other for that matter. Yes, it would be lovely if they could and would but just because you find a way to do something that violates the Terms does not give you permission to do so. The relevant Terms were there from the start so it should come as no surprise to you that they were ultimately enforced. If you had any doubts you should have asked. AFAIK you did not, and thus the responsibility is yours and yours alone.

I'd also like to add that you have been in violation of our PAB Terms all along: you are specifically asked NOT to bring an issue to us if it is active elsewhere as yours obviously has been.

That said I think we're done providing you a platform to bang on about this. You can say your final words on this here, now, and then that's it. If you won't respect that voluntarily then I'll take the necessary steps to ensure that you do.

- Max

 

[MOWES44]

I did not breach the PAB because you said the case is closed, you said that in the PAB ,so saying I spoke about it while it was open is not true.

This is not a clarification of the terms this is a term designed not to pay me, it was designed so.

The other words that were there before is not a term that related to the player, it just say it will be discontinued while they continued it

The player is not in charge of contiue or not, and when they say it will be discontinue they shouldn't continue to offer it, the casino even admitted in their words that they forgot to remove it on time from the available coupons.

It look like I am not going to get a fair resolution at this site, I am very disappointed.

I expect Casinomeister to say his word on this, they designed a term on me, used it with Max to blame me, this is unreal

 

[maxd]

I disagree, as previously explained. Thread closed.

Hmm, thread NOT closed but IMO @MOWES44 has had his say. No further posts from him on this subject are welcome until further notice.

- Max

 

[X-Raided]

I would like to hear what other think about this case and who is right here.

I think that every time someone plays with a bonus from a casino, they're automatically bound to shackles and chains for their entire session. This is the main reason
I tend to avoid them, no matter how juicy the bonus is.

In this case, Max's car analogy is correct. It's up to your discretion to do the right thing, or at the very least, ask chat about the coupon before claiming it, then have chat email the transcript to you if they explained to you that you could indeed claim it again. You used a coupon that wasn't technically unusable again (since it was used to cash out $3,500 before) and tried to cash out from it a second time. Regardless if the coupon was in your cashier to claim, as you said... you weren't entitled to it. As far as Slotsroom adding the term after the fact, you would need to provide evidence to substantiate your claim.

I get a ton of bonuses in my email from several casinos all the time that are for depositing customers that I'm not entitled to. I know since I'm not a depositing customer there, that I'm not entitled to claim these bonuses.

Did you think that the casino would slip up and NOT use a fine comb to go over your play, what you redeemed, and what their terms and conditions were for the bonus you claimed before executing your $9,600 withdraw?

Of course it sucks major ass to lose that kind of dough, but I guess you need to chop this experience up as a costly mistake.

 

[pekka55]

There's a lot of things casinos do that are there to just catch you if you happen to be lucky and actually win something. One thing they do is send offers and bonuses to everyone and then it's the player that has to figure out if they're allowed to use them or not.

I think it's bullshit that a player is held more accountable than the casino. All of these fuck ups would decrease significantly if casinos actually had to pay out if they screw up.

Still, you should always think about the fact that if something sounds too good to be true, then it in most cases is. In my experience only the shittiest casinos offer bonuses that sound too good. Lol, you can redeem a code 5x. That doesn't sound at all fishy.

Also, they seem to have a weekly 4k withdrawal limit. Would never play there.