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Need Help With A Sci Fi Cashout

Discussion in 'Casino Complaints - Bonus Issues' started by sneakattack, May 29, 2006.

    May 29, 2006
  1. sneakattack

    sneakattack Dormant account PABnononaccred

    Occupation:
    .
    Location:
    .
    I deposited 250 at scifi and got there 250 match bonus. However while talking to support I also was given a code for an extra 15 free. I redeemed this coupon and managed to turn my 515 in 3250 by hitting quads playing pickem poker and getting a nice $3000 payout.

    Now when i cashout Sci Fi says that i cant because there terms state only one bonus per deposit. However 1. The 15 bonus was without a deposit. and 2. The terms for the 15 free clearly state that the bonus can only be given if there is no deposit history. When i claimed this bonus i had already made a deposit and should have been ineligble for this bonus.
     
    Last edited: May 29, 2006
    1 person likes this.
  2. May 29, 2006
  3. The Watchdog

    The Watchdog Dormant account

    Occupation:
    sports, poker, casinos
    Location:
    Costa Rica
    Ok

    If what you say is true.. is their mistake.

    They should have notified you and removed the bonus.

    However I believe the best thing the manager can do will be to forfeit the bonus from your account.

    Contact them and request to speak with a supervisor or manager.

    I am sure that they dont want to hold your winnings for a lousy $15 bonus.

    You shouldnt taken it though if the terms specified that no deposits should be present on your history. They might give you the "bonus abuse" speach.
     
  4. May 29, 2006
  5. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Sneakattack,

    If you conversed with support via live chat,could you obtain a copy of the transcript so that we know exactly why they gave you a coupon code for $15? If they gave it to you out of generosity for being a new deposit customer, strictly this should only count as a single deposit bonus. There are casinos who will give you an extra 20 bucks for depositing via neteller in addition to your first deposit bonus. On the other hand, if you had been greedy and did not inform them that you had deposited you may have no one to blame but yourself and they may be right in denying you your winnings.
     
  6. May 29, 2006
  7. kenneth2816

    kenneth2816 Dormant account

    Occupation:
    Transportation Management
    Location:
    North Carolina
    sneakattack

    OK

    11. Free / Non Deposit bonuses cannot be combined with other deposits or bonuses. Winnings made with Free/Non Deposit bonuses must be cashed and all balances cleared before making a new deposit.



    You say you were "given a code for a 15 dollar bonus". Did CS at the casino give you this, or did you get the code from some affiliate site? The terms clearly state you cannot combine a deposit bonus AND a no deposit bonus.

    Some casinos will allow you to do this, some will not. I am no fan of RTG casinos, but the people who run this one (and Break Away) are to my knowledge, very ethical.

    Perhaps you could post the actual e-mail they sent you so there is some clarity? As it now stands, it would appear you did in fact violate a very clearly stated bonus rule...
     
  8. May 29, 2006
  9. sneakattack

    sneakattack Dormant account PABnononaccred

    Occupation:
    .
    Location:
    .
    I didnt sign up through any sort of affiliate program.
    I took the bonus as a mistake, ive played at a few casinos where as soon as you log on the first time they offer you some sign up bonus and another small bonus usually around 20.
    Heres an excerpt from online support.

    ....
    Harold Ackerman: sneakattack: can i get the signup bonus
    Harold Ackerman: Owen Ulrich: Sure.
    Harold Ackerman: Owen Ulrich: To receive your free $15, just login to the casino software, click on cashier, and redeem coupon code BARHH
    Harold Ackerman: Owen Ulrich: The maximum cashout amount is $50 after meeting playthrough requirements. Your account balance will be reduced to zero after making the withdrawal.
    Harold Ackerman: Owen Ulrich: This bonus not available for wagering in Craps, Roulette and Baccarat. You must wager the bonus 20 times before requesting a cash out.
    Harold Ackerman: sneakattack: could i aslo get the 100% match
    Harold Ackerman: Owen Ulrich: You will receive the 100% bonus when you make the first deposit.
    Harold Ackerman: sneakattack: i already made it
    Harold Ackerman: Owen Ulrich: Oh, I understand.
    Harold Ackerman: Owen Ulrich: Let me add the bonus now.
    Harold Ackerman: Owen Ulrich: All set.
    Harold Ackerman: Owen Ulrich: Your account is now ready/
    Harold Ackerman: Owen Ulrich: Good luck :)
    Harold Ackerman: sneakattack: thanks
    ....

    Oh btw the reason there are two names is because the guy sent me the old transcript in the chat.
     
    1 person likes this.
  10. May 30, 2006
  11. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Misunderstanding

    The transcript looks like a misunderstanding. You were given the code and terms for the $15, but when you mentioned that you had already deposited the CS said they would add the deposit bonus for you. What they did NOT do is to tell you to disregard the code they gave you for the $15, which you lost eligibility for by having deposited. If CS actually added both the 100% and $15 without you actually redeeming the coupon the casino does not have a leg to stand on. If you went and redeemed the coupon yourself, well, perhaps SCI-FI will argue that you should have realised from the terms that you had possibly been mislead by CS and should have sought clarification.

    As in the long thread about KN, the fact it is reputable does not negate the fact that you broke the terms, and if they believe you should have known better they may limit winnings to the $50 (plus deposit and bonus) as per free $15 terms.
    The misunderstanding probably lies in the different ways players interpret "sign up bonus" and "deposit bonus". Some think of these as being two ways of saying the same thing, but many casinos offer a small "sign-up" bonus to be played before the first ever deposit, the main purpose of which is to test the software to see if you like it enough to play for real. Cash-outs are limited on these "free chips" to prevent them from being aggressively targeted by bonus players who never intend to deposit their own funds. The free chip is also only a risk, and cost, to the casino, the player can only ever win, or come out where they started.
     
  12. May 30, 2006
  13. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    From the chat, it does seem that you can claim a no-deposit $15 followed by a 100% match bonus but as the CS rep credited you with the 100% bonus first it does seem you are also allowed the no-deposit $15 afterwards. That is explicit in your question 'Could I ALSO get the 100% bonus?' Furthermore, if the casino is arguing that there should only be one bonus per deposit this is exactly what you got as BARHH is a no-deposit bonus and should not be tied to your deposit. Unless it is stated you cannot play with both bonuses simultaneously, I think you should continue pressing for your winnings.

    You can go the main page and look for the pitch a bitch section. Since this is an RTG casino, you will need assistance from Montana Overseas. Fill in the form and be prepared for a long wait since they are really slow in handling complaints. I also tried to check whether you can send a PM to the sci-fi rep at this forum but unfortunately there doesnt seem to be one.

    I hope this helps. Good luck!
     
  14. May 30, 2006
  15. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Ah, there is one, I just forgot to list him there:
    http://www.casinomeister.com/forums/members/scifigroup.html

    He's aware of the situation and they are looking into this.
     
  16. May 30, 2006
  17. sneakattack

    sneakattack Dormant account PABnononaccred

    Occupation:
    .
    Location:
    .
    Thanks.
    Im in contact with the representative and on the plus note he responds to my PMs. So far its been 5 days with no response from support to either my emais. On the negative side so far the rep is mimicing the other responses, but i just sent him a full explanation of my position. Hopefully i will not simply recieve another prewritten response.
     
  18. May 31, 2006
  19. paul1

    paul1 Dormant account

    Something similar happened to me a couple years ago. I was so used to the way the Microgaming casinos frequently added a little $10 on top of the regular bonus, that when I signed up for what I think was my first RTG place at Portonfino, I took some extra $10 and didn't think anything of it. Then when I tried to cash out $500, they wanted to negate the whole thing the same way in your situation. But eventually they were nice enough to see my mistake and they paid me in full.

    I too have seen that Sci Fi has a good reputation, although I have not played there yet. I bet they end up giving you a break and paying you. Let's hope so. Be a real shame to get all excited about that good win at Pick 'Em and then not get it, over a small issue like that $15 extra.

    Just goes to show, you shouldn't assume anything in this business. You really got to be careful, especially taking a bonus and trying to understand terms and conditions. They can be confusing. And reputable casinos do have to protect themselves.

    Good luck. I'll be looking here to see what they do. I hope it works out well. I'd like to try them some day. And I love that game of Pick 'Em. It is so unique and it is so cool when you hit a big hand. Congrats to you, I hope. :)
     
    1 person likes this.
  20. May 31, 2006
  21. paul02085

    paul02085 Senior Member

    Occupation:
    Fishing :)
    Location:
    USA
    Sci-Fi has always been 1st class. I will be surprised if they dont work this out with you.
     
  22. Jun 1, 2006
  23. SciFiGroup

    SciFiGroup Dormant account

    Occupation:
    Affiliate Manager
    Location:
    Costa Rica
    Hello,
    I've been looking into this and there are really 2 issues. The terms state:

    $15 Free Promotion applicable only for new accounts that have no deposit history and that have never redeemed a Free Money Bonus in the past.
    You must register/login in order to see the link. >> Click on "$15 Free, No deposit required"

    Also on the general limitations, Item #1 it states:
    1. Bonuses (which include comp points, coupons, tokens, cash backs, cocktails, vanity cards) cannot be combined, maximum 1 bonus per deposit, unless SPECIFICALLY stated otherwise.

    The player made a deposit before coming to chat, and at that point was not eligible for the $15 free anyway. When the rep found out about the initial deposit, they credited the deposit bonus, not the free coupon. The player went to the cashier and redeemed the free coupon on their own which violates the other term. So the player really violated 2 of our terms and conditions.

    The casino has returned the deposit and bonus to the players account.

    Thanks
    Scifi
     
  24. Jun 1, 2006
  25. Pinababy69

    Pinababy69 RIP Lisa

    Occupation:
    Crusader
    Location:
    Toronto, Ontario - Canada

    Here we go again. Okay, technically you are within your rights to void the winnings. But in this case, the player was on live chat with one of your CS reps, and it was definitely clear that they had already deposited. Why in the world wouldn't your rep have stated that the player was not eligible for the $15 n/d bonus in this particular case? I just reread the chat session, am I missing something? Seems kind of underhanded to me, unless I'm reading this wrong.
     
    1 person likes this.
  26. Jun 1, 2006
  27. sneakattack

    sneakattack Dormant account PABnononaccred

    Occupation:
    .
    Location:
    .
    If this is such a clear cut issue why does support ignore all my emails. I no longer even get curt prewritten generic cookie cutter responses.

    I think theyre are two other points you fail to mention which are far more important.

    1. In my conversation with CS i asked if i could also get the 250 match bonus in addition to the 15 free i had been given the code for. The answer was Yes. I was told that i could get the 250 also, meaning in addition. CS told me or at the very least let me believe that both bonuses could be simultaneously claimed.

    2. From your TCs: "$15 Free Promotion applicable only for new accounts that have no deposit history and that have never redeemed a Free Money Bonus in the past."
    Why was my account credited with a bonus that i wouldnt be able to cashout with. I already had made a deposit so clearly the bonus should not have been given and the onus should be on the casino.

    A reversal of one or both bonuses reducing my balance by 265 would seem a reasonable solution, but the current solution effectively takes over 2500 dollars that i won at there casino, away from me the casino customer.
     
  28. Jun 2, 2006
  29. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    The CS rep did not do his job properly in not reminding the player that he cannot use both bonuses simultaneously when it is evident that he wanted to claim both at the same time. Furthermore, I clearly do not understand how the $15 could have been claimed after a deposit was made. Surely the software would have rejected it. Of course it can be claimed that the player did not follow the Terms but he was obviously misled and I think the casino should try to reach a compromise with the player than voiding all winnings. Come on, you only gave him an additional $15 and unless his balance had dropped to this mark before making a comeback, his winnings were mainly derived from his deposit and match bonus.
     
  30. Jun 2, 2006
  31. Linus

    Linus Dormant account

    Occupation:
    asdf
    Location:
    TX
    SciFiGroup Rep,

    Hello,

    You said:

    But didn't you "specifically" say otherwise, when your customer asked if he could "also" get the match deposit, and your CSR said yes?

    Thank you.
     
  32. Jun 3, 2006
  33. Linus

    Linus Dormant account

    Occupation:
    asdf
    Location:
    TX
    Sneakattack,

    Update?
     
  34. Jun 3, 2006
  35. sneakattack

    sneakattack Dormant account PABnononaccred

    Occupation:
    .
    Location:
    .
    Update:
    Nothing to update so far. I have been unable to open any real communication with Sci Fi. My only conversations with the sci fi rep are in this thread. My emails are not replied to and it seems that the online support can only tell me to send emails to support.

    I think i will try opening some more lines of communication, if not i guess ill try pitchin a bitch and seeing how that goes.

    Edit: Online chat support says that a manager will be available on monday, so im gonna give that a go. Hopefully the sci fi rep will continue looking into the situation since i feel like my situation has been explained in this thread, better than i can explain in an email or online support. Thanks everyone.

    Also i sent a fairly long email to support restating my grievances and has online support check that the email was recieved and also had it forwarded to his supervisor.
     
    Last edited: Jun 3, 2006
  36. Jun 3, 2006
  37. The Watchdog

    The Watchdog Dormant account

    Occupation:
    sports, poker, casinos
    Location:
    Costa Rica
    Sci fi...

    You guys from Sci fi dissapoint me.

    Come on.. how difficult is to solve this issue.

    If had the manager position at Sci Fi I would have tried to bring this to a conclusion. Apparently they are not interested on solving this.

    For me there is a law that should be applied to every customer: "regardless if the customer is a big whale or a small gambler treat them all the same... You never know when a guy lossing $100 might become the best customer you have ever dealt with...."
     
  38. Jun 3, 2006
  39. Linus

    Linus Dormant account

    Occupation:
    asdf
    Location:
    TX

    Please let us know how it goes, & thanks for responding.

    Too many players, I think, just give up. They figure it's not worth their time, or that it was their mistake for having placed a wager with an unregulated offshore operation in the first place.

    Unfortunately, some casino figure, as long as a player keeps quiet, they have no reason to "waste" their money on him.


    OT- I thought it was funny how the SciFi Rep said your acceptance of their $15 bonus was TWO violations, not just one. I guess that's what you call "casino math." :)
     

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