MAJOR warning for everyone: All neogames sites hidden t/c

[Mosse]

MAJOR warning for everyone:

All neogames (YES, all of them)sites uses wagering carryover-system where wagering doesnt reset if you lose you money before wagers is met. These wagers follow to next deposits and you cant make a cashout before all wagers is met.

And the worst thing is that they dont mention this on their t/c. I just spoke to their live chat and chat guy confirmed me that they use this system though its not written on their websites.

So be careful with those sites.

 

[Karamba]

Customer Support - NEOGAMES

MAJOR warning for everyone:

All neogames (YES, all of them)sites uses wagering carryover-system where wagering doesnt reset if you lose you money before wagers is met. These wagers follow to next deposits and you cant make a cashout before all wagers is met.

And the worst thing is that they dont mention this on their t/c. I just spoke to their live chat and chat guy confirmed me that they use this system though its not written on their websites.

So be careful with those sites.

Dear Mosse,

Thank you very much for your feedback.
In order for us to review the case, can we kindly ask you to please provide us with your Username, so we can get back to you accordingly.

Best Regards,
Neo Games Support Team

 

[maphesto]

@NEOGAMES:

Please contact Bryan (Casinomeister himself) and ask for a rep status if you are going to represent Neogames. Send him a private message!

He's here:

https://www.casinomeister.com/forums/members/1/

Can you confirm that the bonus is carrying over OR that it doesn't carry over?

 

[Cleveland]

Dear Mosse,

Thank you very much for your feedback.
In order for us to review the case, can we kindly ask you to please provide us with your Username, so we can get back to you accordingly.

Best Regards,
Neo Games Support Team

I wouldn't send any information to him / her, until Bryan does indeed give them rep status. I'm paranoid so a person with only 1 post asking for user details sends up red flags for me. Not saying they aren't working for the casino, just would prefer to see the rep status as Maphesto pointed out.

 

[Mackan]

Dear Mosse,

Thank you very much for your feedback.
In order for us to review the case, can we kindly ask you to please provide us with your Username, so we can get back to you accordingly.

Best Regards,
Neo Games Support Team

I don't see hoe the username is relevant here as OP did not post with the intention of you getting back to him with a response.

He already mentioned he had been in contact with live chat where he got the confirmation that this is in fact correct.

All you really need to do in my opinion is to either confirm that this is in fact true in which case the warning was called for, or say it's incorrect and OP can get back to his casino with this information.

 

[maxd]

Slight tweak to the thread title to avoid confusion with official Casinomeister Warnings. Apologies to anyone inconvenienced.

 

[Mosse]

Dear Mosse,

Thank you very much for your feedback.
In order for us to review the case, can we kindly ask you to please provide us with your Username, so we can get back to you accordingly.

Best Regards,
Neo Games Support Team

This issue is copied from another forum. I dont have any issue with any of these sites. Just wanted to share this to other players.
Main point is why i brought this to everyone is that i also talked to cs about this t/c and it was confirmed by agent (and this was also confirmed by his supervisor during this chat) that this kind of rule exists though its not written anywhere.

I hope that NEOGAMES can fix this asap.

 

[dunover]

The 'sticky' bonus is as rogue as you can get and should be avoided. If this is the case, either don't deposit there or never take the bonus, as subsequent deposits will effectively be 'fun' credits until WR is cumulatively met. If the site also allows bonus 'stacking' (whereby your WR is carried over to the next deposit AND a new bonus is added to compound matters) then I would give them a very wide berth.
In fact I retract my statement above regarding 'don't take the bonus(es)' and simply recommend not playing at the sites at all. Any site that doesn't void bonuses upon bust-out and makes them sticky has simply displayed a pretty bad ethos as to how they will potentially treat players.

 

[The Dude]

I've requested that the pending iGaming casino rep confirm his account with me. Please do not sent any player info to anyone unless they are confirmed members. Thank you.

And even if this issue was brought up elsewhere, if the casino is not informing players up front in bold writing that the wagering requirements continue on to further deposits, well - that's not good. It's a valid complaint.

 

[wille]

Hi,

I dont speak very good english but i hope you understand.. i got that problem in casino and also found it..

I make a deposit (i dont say that casino name at this moment because i don't know if there is some problems for me?) one month ago.. i deposit 400€ and got a 200€ welcome bonus. I play this bonus some slots games and roulette, i lost everything (bonus + own money) _but_ not 0,70€.. so my account was still 0,70€

I start playing 25.11 again in casino, i make some deposits and i was lucky.. i won 1735€ but here starts the problems:

Because there was 0,70€ in my account the wagering balance is 6300€ (!!), and i cannot get any money out.. i talk about 10 times in chat and today last time with manager. He says that i need wager all my money in my account because there is left that 0,70€ (70 cents) and then i can withdraw my money.

I ask is it possible to remove that 0,70€ and i can then withdraw my money what i have won; he say "no, this is like every casino's works". Also in the terms of bonus are this: "All bonuses and any money won from that bonus will be erased from the players account after 21 days of inactivity. This only applies to players with a remaining bonus balance" - but they say this not remove the wagering.. and this is a normal to do this. And it is my fault because i dont play all my money in account. And also chat people told me "it is normal that all bonus cannot be completed if you dont have enough money"

I also got a bonus 25.11 (when i open my account again) and i ask chat people to remove all bonus money what i have in my account, and he didn't tell me nothing about this old 0,70€ - he only remove the new bonus money.

At this moment because i really didn't know what to do and this is huge money for me i just do what the manager ask me to do in chat, and i play that money.. i use 6300€ wagering and lost 730€ and my account have now 1003€ and i try to withdraw this.

I hope there is not any problems with me because i told this..

 

[randomiam]

Hi,

I dont speak very good english but i hope you understand.. i got that problem in casino and also found it..

I make a deposit (i dont say that casino name at this moment because i don't know if there is some problems for me?) one month ago.. i deposit 400€ and got a 200€ welcome bonus. I play this bonus some slots games and roulette, i lost everything (bonus + own money) _but_ not 0,70€.. so my account was still 0,70€

I start playing 25.11 again in casino, i make some deposits and i was lucky.. i won 1735€ but here starts the problems:

Because there was 0,70€ in my account the wagering balance is 6300€ (!!), and i cannot get any money out.. i talk about 10 times in chat and today last time with manager. He says that i need wager all my money in my account because there is left that 0,70€ (70 cents) and then i can withdraw my money.

I ask is it possible to remove that 0,70€ and i can then withdraw my money what i have won; he say "no, this is like every casino's works". Also in the terms of bonus are this: "All bonuses and any money won from that bonus will be erased from the players account after 21 days of inactivity. This only applies to players with a remaining bonus balance" - but they say this not remove the wagering.. and this is a normal to do this. And it is my fault because i dont play all my money in account. And also chat people told me "it is normal that all bonus cannot be completed if you dont have enough money"

I also got a bonus 25.11 (when i open my account again) and i ask chat people to remove all bonus money what i have in my account, and he didn't tell me nothing about this old 0,70€ - he only remove the new bonus money.

At this moment because i really didn't know what to do and this is huge money for me i just do what the manager ask me to do in chat, and i play that money.. i use 6300€ wagering and lost 730€ and my account have now 1003€ and i try to withdraw this.

I hope there is not any problems with me because i told this..

if it is not the casino listed in this thread look for a rep or thread for the casino you played at
normally this issue happens a lot if you play on a bonus always zero out you account if you do not win
if it is a good accredited casino here you may be in luck check the accredited list



admin move this post to where it belongs...

 

[wille]

if it is not the casino listed in this thread look for a rep or thread for the casino you played at
normally this issue happens a lot if you play on a bonus always zero out you account if you do not win
if it is a good accredited casino here you may be in luck check the accredited list



admin move this post to where it belongs...

This my case is that neocasino problem with the first topic.. i got email that i need to tell here this my problem. But at this moment i dont tell that casino web site where i was playing

 

[Karamba]

Hi,

I dont speak very good english but i hope you understand.. i got that problem in casino and also found it..

I make a deposit (i dont say that casino name at this moment because i don't know if there is some problems for me?) one month ago.. i deposit 400€ and got a 200€ welcome bonus. I play this bonus some slots games and roulette, i lost everything (bonus + own money) _but_ not 0,70€.. so my account was still 0,70€

I start playing 25.11 again in casino, i make some deposits and i was lucky.. i won 1735€ but here starts the problems:

Because there was 0,70€ in my account the wagering balance is 6300€ (!!), and i cannot get any money out.. i talk about 10 times in chat and today last time with manager. He says that i need wager all my money in my account because there is left that 0,70€ (70 cents) and then i can withdraw my money.

I ask is it possible to remove that 0,70€ and i can then withdraw my money what i have won; he say "no, this is like every casino's works". Also in the terms of bonus are this: "All bonuses and any money won from that bonus will be erased from the players account after 21 days of inactivity. This only applies to players with a remaining bonus balance" - but they say this not remove the wagering.. and this is a normal to do this. And it is my fault because i dont play all my money in account. And also chat people told me "it is normal that all bonus cannot be completed if you dont have enough money"

I also got a bonus 25.11 (when i open my account again) and i ask chat people to remove all bonus money what i have in my account, and he didn't tell me nothing about this old 0,70€ - he only remove the new bonus money.

At this moment because i really didn't know what to do and this is huge money for me i just do what the manager ask me to do in chat, and i play that money.. i use 6300€ wagering and lost 730€ and my account have now 1003€ and i try to withdraw this.

I hope there is not any problems with me because i told this..

Dear Wille,

You are more than welcome to give me the username , I will check personally the matter .
Some elements you described don t reflect at any point our policy, I will be more than happy to help

Best Regards
Neogames CSD Director

 

[randomiam]

add

on the off chance did you check how much play through was left as a few neo games make you play out old bonus with new money

i took up a free $5 offer just for a bit of fun after a fair while on chat trying to get a decent answer it came down to this
the games i would of played only counted 50% and there slots
and in order to cash out from my next deposit i would of had to also wager $400 or something like that from my free $5 i lost and zeroed out and also wager the bonus amount on my next deposit on top of that. i did not end up depositing...

 

[Tirilej]

I also got a bonus 25.11 (when i open my account again) and i ask chat people to remove all bonus money what i have in my account, and he didn't tell me nothing about this old 0,70€ - he only remove the new bonus money.

In any other normal casino they would have removed that 0,70 too, but I don't think it matters here anyway.

As you can see if you read this thread from the start, is that earlier bonus wagering don't disappear, but are transfered to the next time you deposit weather you take a bonus or not.

 

[wille]

In any other normal casino they would have removed that 0,70 too, but I don't think it matters here anyway.

As you can see if you read this thread from the start, is that earlier bonus wagering don't disappear, but are transfered to the next time you deposit weather you take a bonus or not.

Yes, this happens for me.. i report this problem in finnish casino forum and i got message to come here to tell what is happening.. i got welcome bonus, there was left 0,70€ and i make a new deposit and won.. and i cannot get any money out because there is the welcome bonus 0,70 left in my account (in 1735€ total winnings,no bonus win.. all winnings in my new deposit) and i need to make 6300€ wagering about that first bonus.. when i was playing the first bonus, if i push button to play 0,70€ the wagering will go to zero.. but i didnt play that 0,70€ and that cannot be removed by casino because they say that is not possible.. sorry my english is not so good..

 

[Tirilej]

Yes, this happens for me.. i report this problem in finnish casino forum and i got message to come here to tell what is happening.. i got welcome bonus, there was left 0,70€ and i make a new deposit and won.. and i cannot get any money out because there is the welcome bonus 0,70 left in my account (in 1735€ total winnings) and i need to make 6300€ wagering about that first bonus.. sorry my english is not so good..

You saw that the rep posted.
Click on his name and choose to send him a personal message as he asked.

I hope he can help you, but make sure you never leave a cent in any account again before you make a new deposit.

 

[Karamba]

Yes, this happens for me.. i report this problem in finnish casino forum and i got message to come here to tell what is happening.. i got welcome bonus, there was left 0,70€ and i make a new deposit and won.. and i cannot get any money out because there is the welcome bonus 0,70 left in my account (in 1735€ total winnings) and i need to make 6300€ wagering about that first bonus.. when i was playing the first bonus, if i push button to play 0,70€ the wagering will go to zero.. but i didnt play that 0,70€ and that cannot be removed by casino because they say that is not possible.. sorry my english is not so good..

Dear Wille,

As already mentioned in this forum earlier and via private message , I am still waiting for your username to help
Please forward it to me in a private message and I will be more than happy to review the case

Best Regards
CSD Director NEOGAMES

 

[wille]

but make sure you never leave a cent in any account again before you make a new deposit.

I am 100% sure about that.. but i need to say, i didn't know that! but for most i think the other players who don't know about this.. there are lots of casino players and maybe they don't even know what that problem is.. and casino says: "this is normal to do this"

I will put pm to neogames but i need to wait how i can know that is 100% safety give my account name.. neogames have only 2 post in this forum

 

[Tirilej]

I am 100% sure about that but for most i think the other players who don't know about this.. there are lots of casino players and maybe they don't even know what that problem is.. and casino says: "this is normal to do this"

I will put pm to neogames but i need to wait how i can know that is 100% safety give my account name

Bryan who owns this forum have given him a rep status now so it is perfectly safe.
Just do it Now!

 

[wille]

Bryan who owns this forum have given him a rep status now so it is perfectly safe.
Just do it Now!

Thanks, i will contact now!

 

[dunover]

It's obvious this casino doesn't have the 'auto-void' that many do when the bonus falls below 1 currency unit i.e. less than $1/£1/e1. In other words WR is disregarded below that level. To be honest I always assume casinos DON'T have this and open a game where you can play a single line, and zero it like that. If the Neogames software DOESN'T allow single-line selection then they certainly need to have the auto-void rule as it may be impossible for a player to get rid of a small odd amount of credit.

 

[rshkrn]

It's obvious this casino doesn't have the 'auto-void' that many do when the bonus falls below 1 currency unit i.e. less than $1/£1/e1. In other words WR is disregarded below that level. To be honest I always assume casinos DON'T have this and open a game where you can play a single line, and zero it like that. If the Neogames software DOESN'T allow single-line selection then they certainly need to have the auto-void rule as it may be impossible for a player to get rid of a small odd amount of credit.

Alternatively even if they don't have the auto-void contacting the CS should wipe away any WR when you're stuck with pennies/cents and can't bet with those......

 

[Karamba]

Alternatively even if they don't have the auto-void contacting the CS should wipe away any WR when you're stuck with pennies/cents and can't bet with those......

Hey,

The auto-wagering void is triggered when the balance decreases under 50c

Many games give to the player the opportunity to bet very very low , so no problems to reach a balance smaller than 50c

Best Regards

 

[Karamba]

It's obvious this casino doesn't have the 'auto-void' that many do when the bonus falls below 1 currency unit i.e. less than $1/£1/e1. In other words WR is disregarded below that level. To be honest I always assume casinos DON'T have this and open a game where you can play a single line, and zero it like that. If the Neogames software DOESN'T allow single-line selection then they certainly need to have the auto-void rule as it may be impossible for a player to get rid of a small odd amount of credit.

Hello,

The auto-wagering void is triggered when the balance decreases under 50c

Many games give to the player the opportunity to bet very very low , so no problems to reach a balance smaller than 50c

Best Regards

 

[wille]

Everything is now ok! Thanks a lot for neogames about checking this my case so fast.. i am happy for the result.

 

[PremierBeef]

I also have a problem a Neogames site. I will send a PM to the NEOGAMES rep.

I hope can help.

 

[SlotMonster]

Does Neogames rep has a name?

Welcome to the forum!

 

[Karamba]

Hey

Does Neogames rep has a name?

Welcome to the forum!

Hey,

Yes NEOGAMES rep has a name

I am Arnaud , nice to meet you and thanks for the "welcome"

You are all welcome to send me messages

Best Regards

 

[Przecinek]

I don't think this will get fixed ASAP or even "fixed" at all. Individual accounts might be credited with "gesture of goodwill" as in this case to mitigate bad PR but this has been going on for like, forever. I remember getting annoyed about this carryover back in 2011 but I still played there hoping to clear all the outstanding WR once I hit big. Obviously at some point my outstanding WR became so big that the only solution was to call it quits and move to another casino.

I remember once depositing my own funds (10 pounds) without any bonus attached -> then getting it up to 150 on video poker... and still loosing all of it ...not because I didn't have any self-control but because I had my funds tied to a carryover WR that I haven't managed to clear before busting out.
This system punishes players for being loyal and re-depositing but I'm sure they already had tons of digrunted players over the years and one more won't really make any difference (or will he?). In the end it's Neogames that are truly loosing out by enforcing these rules.

 

[Karamba]

Hey

Hey Przecinek,

Thanks for your message.

I invite you to read the whole thread, I am sure you will understand, that we, Neogames, do not use any system that carries over wagering.

When getting a bonus, if your balance decrease to the threshold, the wagering requirement is voided.

Also, as I already mentioned many times on this forum, I invite all players to send me directly their personal issues, and I will be very happy to review the cases.

PS: most of the complaints we got on this forum were solved, you can also contact these persons directly which will provide you great feedbacks about our fairness

Best Regards
NEOGAMES.