Missing important T&C in Thrills Casino promotion email

[brianmon]

I was looking to make a deposit somewhere on wednesday night, and remembered this email i'd received from Thrills casino



So I made my deposit, played for a while and lost.

Yesterday I checked my account, but no free spins had been credited. So i waited until today - Still no free spins. So I emailed support and was told, although I made a deposit, I never wagered my deposit 10x.

There is no mention of 10x wagering in the email or any link to any T&C.

So in effect their freespins aren't wager free. because you need to wager £500 from a £50 deposit, in order to even receive the free spins

I know a lot of casinos have a minimum wager in order to receive freespins. but this is normally just to stop people depositing, taking the freespins and withdrawing. The clause is not normally implemented if you've lost your deposit and have not made a withdrawal

 

[Casino2014man]

For me, this is a load of crap. They never used to be like that. I very rarely turn my deposits over 10x these days, recently I am lucky to get 3x.

I got the same offer, and would have gone nuts had I deposited and been told that.

 

[homerbert]

Hm. I always thought that there is should be basic promo rule for offers like this : wager your deposit x times to get FS. All casinos in industry use this, and usually X is just 3-5 . Here it is 10. And also another very basic and honest rule - if you lost your deposit = you eligible for offer. No matter how much you wagered.

Pretty sucks what you was told mate. Did you PM'ed rep? I am pretty sure they should clarify this, and give you this FS. Otherwise - it is one of the worst promotions i ever saw. Deposit 50$, and wager 500$ to get 40 FS on JATB which will pay me about 5$ if i am lucky

Hey, thrills, WTF?

 

[brianmon]

Well I've asked them to point out where the 10x clause is in the email, or where the link is, in the email to this clause.

But they're not replying

Oh, and to make things even worse.. Apparently this 10x wagering has to be completed before 23:59 on the day of deposit, Even though the promotion was valid for 48 hours

 

[Tirilej]

Well I've asked them to point out where the 10x clause is in the email, or where the link is, in the email to this clause.

But they're not replying

Oh, and to make things even worse.. Apparently this 10x wagering has to be completed before 23:59 on the day of deposit, Even though the promotion was valid for 48 hours

I sent a pm to the rep here and asked him to clarify. It's late a Friday though so we maybe need to be patient.

I've also emailed the Swedish support. They told me the rules for bonuses are in their T&C's
When I claryfied why I wonder they haven't replied at all. There was noone in livechat so maybe there are a few more upset customers.

I'm so happy I haven't taken any offer there lately. I would have been furious.

 

[brianmon]

I sent a pm to the rep here and asked him to clarify. It's late a Friday though so we maybe need to be patient.

I've also emailed the Swedish support. They told me the rules for bonuses are in their T&C's
When I claryfied why I wonder they haven't replied at all. There was noone in livechat so maybe there are a few more upset customers.

I'm so happy I haven't taken any offer there lately. I would have been furious.

Yep, It's in their standard bonus T&C, clause 13, and as the email didn't mention any "unless otherwise stated" T&C I assumed, it abided by their standard bonus T&C. So where has this 10x WR come from?

The email didn't even have 'terms and conditions apply' or similar. Which i'm sure would be against UKGC/ASA rules

 

[Tirilej]

I didn't even find that when I looked in the rules. They owe you them free spins no doubt about it then

I went in again looking for those rules you posted and even though my page is in Swedish the rules are in English.
The ones you posted doesn't exist for me. I just had this:

All bonuses must be fully wagered before any withdrawal can be made. Wagering requirements will differ from bonus to bonus and the particular rules for each bonus will be published on the website in relation to each promotion.

Normally when you log in you can see a message with the promotion and in there it should be rules. Did you read them, or anyone else? I would be happy to know if that rule was in there.

 

[spintee]

Thats BS, The 10 wager rule is only there so you do not depo have a play and withdraw, If you bust out than it should not matter, Even if is in the terms how the hell are you meant to turn over a deposit x10 I am luck to turn it over x3 max, & thats on a good day,

I tell you something I have seen many of sly rules sneak in alot of terms recently across sites, Its becoming a joke, Most sites now are going sour and rely on new players,

 

[brianmon]

Finally a reply... Apparently you have to click on the link which says 'play now'. this loads the promotion page, then you click on the terms and conditions link..



why can't they just label the 'play now' link as 'terms and conditions' ?? I just loaded thrills.com from my bookmarks, as I always do

And since my deposit was lost anyway, It still doesn't explain why I never received the freespins

 

[Tirilej]

Finally a reply... Apparently you have to click on the link which says 'play now'. this loads the promotion page, then you click on the terms and conditions link..

why can't they just label the 'play now' link as 'terms and conditions' ?? I just loaded thrills.com from my bookmarks, as I always do

And since my deposit was lost anyway, It still doesn't explain why I never received the freespins

This at least tells us clearly that you are eligible for the free spins. You lost your deposit.
Just wait until Eric comes in and I'm sure he'll fix it for you. I just wonder how many more who never got them.

 

[Casino2014man]

Why do they discriminate against e-wallet users..

 

[SpinUk]

I got caught on this a few weeks ago. To be fair, support sorted me out the free spins anyway. I agree they should state such terms on the email. I also agree with spintee that a lot of Casinos are now tightening up on their offers, I see more and more casino offering this 20 free spins on star burst or even worse, 25% bonus with wagering 40x (d&b).


Its a bit shortsighted because its the offers that keep the smaller casinos afloat, if they go only the big boys like Mr Green, 32 Red etc will be able to stick it out, its not gonna be the Thrills of this world (no offence to them).

 

[brianmon]

I still can't get a straight answer from these morons as to why I never received the free spins, even though I lost my deposit, they just keep telling me that I needed to wager my deposit 10x

Hello Brian,
If you click on the Play now. Then go to the terms of the bonus you will see that you need to wager the deposit 10 times if you do a skrill or a neteller account.
Have a good day.

Bjørn

www.thrills.com



Hello Brian,

Please note that the 10x wagering is stated in the bonus terms & conditions.

Have a nice day.

Best regards,


Rickard

Customer Service Supervisor


This is from the terms they're quoting from

 

[Tirilej]

and I guess you told them your deposit was lost, and they still didn't understand?

I'm actually not surprised at all.

 

[spintee]

I really do not know how casino's can operate with idiots working there,

You will most likely get we are really sorry but the CS reps was misinformed / Not updated etc etc, But all sorted now and updated all staff,
Heard it all before from sites, My last two deposits a Thrills I have not had my bonus, CS did sort it but thats not the point, I rally cannot be ask to open chat up email support every time a bonus was not credited when promised.

I still can't get a straight answer from these morons as to why I never received the free spins, even though I lost my deposit, they just keep telling me that I needed to wager my deposit 10x

Hello Brian,
If you click on the Play now. Then go to the terms of the bonus you will see that you need to wager the deposit 10 times if you do a skrill or a neteller account.
Have a good day.

Bjørn

www.thrills.com



Hello Brian,

Please note that the 10x wagering is stated in the bonus terms & conditions.

Have a nice day.

Best regards,


Rickard

Customer Service Supervisor


This is from the terms they're quoting from

View attachment 59323

 

[brianmon]

and I guess you told them your deposit was lost, and they still didn't understand?

I'm actually not surprised at all.

I keep telling that my deposit was lost, and asking why I never received the free spins. I've even cut & pasted the relevant clause.
But they just keep quoting this 10x wager from the T&C. I've had replies from 4 different people now

I've even logged on to check my balance is zero

 

[Tirilej]

I keep telling that my deposit was lost, and asking why I never received the free spins. I've even cut & pasted the relevant clause.
But they just keep quoting this 10x wager from the T&C. I've had replies from 4 different people now

I've even logged on to check my balance is zero

I got a little devil in me so I just open the chat and gave them the link to this thread

They will understand if they read it. They just have to

 

[SpinUk]

I really do not know how casino's can operate with idiots working there,

You will most likely get we are really sorry but the CS reps was misinformed / Not updated etc etc, But all sorted now and updated all staff,
Heard it all before from sites, My last two deposits a Thrills I have not had my bonus, CS did sort it but thats not the point, I rally cannot be ask to open chat up email support every time a bonus was not credited when promised.

Same here on the missing bonus upon deposit - when if you tick ("you've taken 100% of your bonus etc) its not awarded. CS sort it out but its never really fixed. Same with the bonus chests - twice now not recorded correctly (awards a chest for each bonus round on selected games). The second time it happened CS told me to make a log of game/approximate time so these could be manually awarded.

So that must be a fun job for whichever CS gets that task. The correct chests eventually get awarded 2-3 days later.

Brings me back to my previous point, its the smaller casinos that tend to have these ongoing technical issues. If you take take away the perks of playing there, why would players bother when they can go to the likes of Mr Green/32 Red etc that simply don't get these issues. I guess its an economies of scale thing, when the flow of funds is smaller into the casino I suppose you need to be a lot more careful where those funds are going and investing in your tech support/player bonuses/ etc can be more limited.

The exception is Guts which had similar problems for many, many months, but they made a success of it because of a great player ethos headed up by their operations manager Ben.

Pays your money and takes your choice I guess.

 

[brianmon]

Finally had the freespins credited. But no explanation or apology






I know it was only £8 worth of freespins. But it became a point of principal, rather than the value. But I did win £45.79 from them





So in the end, I lost £4.21 from my original £50 deposit, and they've probably lost a customer

 

[Tirilej]

Great to hear

I've had some email back and forth with them. In Swedish.
In the last one I told them that they should be able to read their own rules, even if they are in English.

These kind of things makes me so frustrated, even if it's not about me.

Please win from your spins. Please win

 

[SpinUk]

Finally had the freespins credited. But no explanation or apology

Same here. Case in point GUTS had an issue this week with their free spins awarded, apology and chucked in 60 spins on Spinata Grande (wager free). Casumo last week technical issue with their superspins, apologised and gave double bubble there and then. Whilst i'm sure its not the case, it comes across Thrills don't give a toss about their players.

 

[brianmon]

I wouldn't say that Thrills as a whole, don't give a toss about their customers, and Erik is one of the best reps on here.
But their customer services, don't seem too bothered

 

[brianmon]

Great to hear

I've had some email back and forth with them. In Swedish.
In the last one I told them that they should be able to read their own rules, even if they are in English.

These kind of things makes me so frustrated, even if it's not about me.

Please win from your spins. Please win

Well I won the £45.79 from the freespins, which was wager-free. So I played it down to an even £40 and just withdrew it

Then deposited at Casumo and won €300 on DOA

 

[Erik]

Hi Everyone

Sorry for not jumping in here earlier, i Just got home from 3 weeks in India where Wifi was a bit limited.

To the OP, I am very sorry for the issues you had, I know how frustrating it can be. usually when we send out E-mail promos we will always link there to the specific landing page for that promo, where all TC can be found, so when i doubt always throw an eye there or else you can always contact me here in PM or skype/email and I will check it for you.

I will also forward information regarding the fact that if a deposit it lost the spinns should be considered earned ie the WR met.

Regards
Erik

 

[Erik]

Hi Again everyone

I have talked to the casino team and they will be more clear in the communication going forward,

Also, regarding these type of promos where you need to turnover your deposit for a rewards, it is correct as been said in this thread. If the deposit is lost it should be considered as it has fulfilled the Turnover req. Apparently it as some issues when they credited the spinns this time that made the problem arise and for that we are truly sorry

Regards
Erik