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Resolved Omni Casino

Discussion in 'Casino Complaints - Bonus Issues' started by Temperance Fox, Jan 28, 2012.

    Jan 28, 2012
  1. Temperance Fox

    Temperance Fox Experienced Member PABnononaccred

    Occupation:
    many
    Location:
    Nowhere
    So sorry to post something against this one, but this is what happens

    First I get the promo I link

    You must register/login in order to see the link.

    Deposited 85 , get 85.I made the WR written, as you can see..
    Bonus #3: On your first deposit of $/£/€81-900 ...,you will receive a match bonus of 100% up to $/£/€150.
    Upon receiving bonuses you will be able to withdraw only after having wagered 25 times your deposit + bonus amount.

    Met the WR, withdrawal was denay from system. So I wrote about 3 emails, and nobody seemed to understand my complain. Finally I was told the WR was 35 x, so not as written into the site. I invited them to update wrong informations. This happened about 2 weeks ago-

    Wrong infos are still there...

    (hope this is the right place to post it..)
     
    2 people like this.
  2. Jan 28, 2012
  3. chayton

    chayton aka LooHoo CAG PABnonaccred webmeister

    Occupation:
    Freelance Designer
    Location:
    Edmonton Canada
    I just sent a PM to Elliott to see if he can look at this for you.
     
    2 people like this.
  4. Jan 28, 2012
  5. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    If that's the exact wording I might even argue the wr is 25x deposit + bonus. That will come close to halving your wrs as the bonus need only be wagered once.
     
  6. Jan 28, 2012
  7. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    Geez Chu.

    Talk about drawing a long bow.

    I would take that to mean 25 times deposit AND bonus. The symbol "+" is often a substitute for the word "and" which makes the meaning clear.

    I would wager that the overwhelming majority of players would know and accept that definition, with the few exceptions being those who are deliberately looking for any perceived ambiguity.
     
  8. Jan 28, 2012
  9. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Just because we know it doesnt mean there wont be new players who perceive it the same way. Mathematically, you multiply then add. If they want to make it clear then it should be 25(deposit+ bonus).
     
  10. Jan 28, 2012
  11. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    In a mathematical equation, yes.

    The only thing missing is brackets, but it's not usual to see casinos use such form when stating their terms.

    Again, you could go through most terms and find some whacky way to interpret it, but in this case it is very clear what is required and I sincerely doubt that very many people would look at that term and think they had to wager 25xdeposit plus 1xbonus. I've seen this term commonly written as "25 times the sum of deposit and bonus" which means the same thing but its in purely written form.

    I really think you're clutching at straws here.
     
  12. Jan 28, 2012
  13. Temperance Fox

    Temperance Fox Experienced Member PABnononaccred

    Occupation:
    many
    Location:
    Nowhere
    Thanks

    but, at last, when I wagered 25 x( bonus plus deposit) I could withdraw 900...Then I became very nervous and after a while I kept on playing until 0.My fault, but not the only gilty Imo
     
  14. Jan 28, 2012
  15. Surasanji

    Surasanji Experienced Member

    Occupation:
    Call-center customer support
    Location:
    Israel
    It does appear to say 25x(d+b), that leave you with a playthrough of 2450.
    Some Casinos seem to have another tier of bonuses that are identical except for a higher WR for a specific 'class' of player. (I think the class is 'Those of us who passed second year Algebra'. I've noticed these tend to be between 30-40x, if the Casino's regular bonuses are in the 20x-30x WR range.) I'm not sure if Omni has this particular internal policy or not.

    Looking at the terms on the website you posted, it appears there are a few terms that lead to questions that might need to be answered specifically for a withdrawal. These seem to be similar

    Did you play any of the restricted games?

    Did you wager more than 6$ on any game?

    Are you from any of the restricted locations? <-- This is a tricky one. It seems the general/overall casino T&C, the General-Bonus T&C's restricted locations are not identical. One major player not allowed to use this Casino, but apparently able to use the bonus, is France (and its territories.) I imagine this is simply oversight on the part of whoever designed the website.

    It also looks like this bonus is 'Sticky', which is to say that the Casino will be taking back the original bonus of 85 upon cashout, and if you don't have enough in winnings to cover that /and/ meet any withdrawal requirements if present.

    If someone more fluent in legalese than I would confirm that this term does, in fact, mean what I think it means? I would appreciate it!

    Here is the term in question:
    8. Bonus credits are for wagering purposes only and will be deducted upon withdrawal. The first credits wagered will be deducted/made from your deposit(s) rather than from the bonus. If you choose to withdraw before having met the minimum wagering requirements, any winnings and bonus amounts will be void and removed.

    And, of course- please learn me up right if I be wrong on any of that...

    Another thing to keep in mind is that it is Saturday and you might not hear back until Monday. These Casino Reps seem to have them-there fancy nine-to-fives with weekends off I always hear about. Must be nice. ;)

    I hope any of the above helps in seeing if you mistakenly broke a T&C, or just with arming yourself with knowledge! (or myself, if any of the above is in need of correction. :p )
     
  16. Jan 29, 2012
  17. Temperance Fox

    Temperance Fox Experienced Member PABnononaccred

    Occupation:
    many
    Location:
    Nowhere
    Unfortunately I 've been quite stupid and played over and over, till I get 500, then they wrote I met the WR.But in the meantime I was playing, so I didn't see the email.I kept on and finally had a 0 balance.

    On the contrary I could stop when I was 990, close and wait.And write here before.Only then I think I was on the right side.Because, I say once again, I played according the rules and met the WR written into the official site.And they're still the same.

    Thanks Suras
     
  18. Jan 31, 2012
  19. OC Elliott

    OC Elliott Affiliate Manager for Accredited Casinos

    Occupation:
    Casino Affiliate Manager, Player Support Chap
    Location:
    Earth
    Hi Guys,

    Sorry for the late response. Just to let you know that I’m looking into this and will be posting an update later today.

    Regards,

    Elliott.
     
    1 person likes this.
  20. Jan 31, 2012
  21. OC Elliott

    OC Elliott Affiliate Manager for Accredited Casinos

    Occupation:
    Casino Affiliate Manager, Player Support Chap
    Location:
    Earth
    Hi Temperance,

    I sent you a quick PM requesting your Omni Casino username this morning.

    I thought I would post here as well just in case you hadn’t seen the PM. Once I have your username we can look into this matter promptly for you.

    Warm Regards,

    Elliott.
     
  22. Feb 1, 2012
  23. OC Elliott

    OC Elliott Affiliate Manager for Accredited Casinos

    Occupation:
    Casino Affiliate Manager, Player Support Chap
    Location:
    Earth
    Hi Temperance,

    Thank you for your time and understanding while we reviewed your case in greater detail.

    I elevated your matter to top management and they reviewed the case themselves. You were 100% correct. It took some digging, but we found the source of the problem on that bonus.

    The wagering requirement for the bonus you received was as you correctly stated (D85+B85) X 25 = 4250.

    At the time of your cash out request of €800.00 on 21 Jan 2012 , the system determined that you needed to wager €5,950.00 when in fact you had met the WR for the bonus. As such we discovered problem on that bonus issued on that date and we have backed up your account to that very moment in time when you wished to cash out. You have received a detailed letter from Omni and your account has been properly credited.

    If there’s anything further, please don’t hesitate to get in touch with Omni support or contact me here.

    Kind Regards,

    Elliott.
     
    11 people like this.
  24. Feb 1, 2012
  25. anniemac

    anniemac Ueber Meister MM PABnoaccred

    Occupation:
    retired
    Location:
    Texas, USA
    Does that mean that you gave her back the money she had at the point of withdrawal request?

    If so, WOW! A casino that finally gets it! Sure wish I could play there. LOl!

    If not, I take back everything nice I posted above.
     
    1 person likes this.
  26. Feb 1, 2012
  27. The Viking

    The Viking Ueber Meister MM

    Occupation:
    chef
    Location:
    Faroe Islands
    all i can say is wow if you did credit the $800 back into her account :) wtg thats an awesome support, and because of that im gona show my support and deposit tonight :thumbsup:
     
    2 people like this.
  28. Feb 1, 2012
  29. Temperance Fox

    Temperance Fox Experienced Member PABnononaccred

    Occupation:
    many
    Location:
    Nowhere
    And the Fair Play award goes to....... Omni Casino

    They did! That's incredible!

    I could wait an answer such as:

    "Sorry for misunderstanding and so on"
    " We understand but nowaday we can't do anything " and so on
    "Sorry for the wrong informations and inconvenience " and so on

    None of this, Ladies and Gentlemen!!

    OMNI sent me an email...
    Subject Withdrawal WR follow up

    Hello Xxxxxx,

    Thank you for your time and understanding while we reviewed your case in greater detail.
    .................
    You are 100% correct. Our system did fall into error on your account. The wagering requirement for the bonus you received was as you correctly
    stated (170 X 25) = 4250.

    At the time of your cash out request of €800.00 on 21 Jan 2012 06:09, the system incorrectly determined that you needed to wager €5,950.00 when in fact you had met the WR for the bonus. As such, we will back up your account to that very moment in time and replace the €800 into your account ........
    These funds are exactly what you should have been able to withdraw at that time and they are yours to cash out.
    We apologize for any inconveniences in this matter and as such we have added €50 as a comp in this case.
    ............

    So, thanks Elliot, but also to Omni management.
    On top they pay out in 2-3 days. I was right when I said they were the best Playtech, according to me.

    I've never seen such a "fair play".Never.It's not only for money, but most of all for the extremely honest sign.
    My mouth is still open......
     
    8 people like this.
  30. Feb 1, 2012
  31. Realitybitez

    Realitybitez Experienced Member

    Occupation:
    Cati Interviewer
    Location:
    New Zealand
    Stories like this are what I like to hear. A casino that follows through for its client:notworthy Im joining up with Omni too now :D
     
    2 people like this.
  32. Feb 1, 2012
  33. anniemac

    anniemac Ueber Meister MM PABnoaccred

    Occupation:
    retired
    Location:
    Texas, USA
    Wow, Wow, and double Wow! If I ever get to play anywhere else, Omni is going to be the first one I try.

    I am impressed!
     
    1 person likes this.
  34. Feb 1, 2012
  35. bsilva028

    bsilva028 Banned : multi-account fraudster PABnoaccred PABaccred

    Occupation:
    salesman
    Location:
    portugal
    very good treatment

    i have an account in omni too, i play there sometimes
    but i will begin to play more frequently there, if happens the same with me i will "exchange" my favorite playtech
     
    2 people like this.
  36. Feb 2, 2012
  37. chayton

    chayton aka LooHoo CAG PABnonaccred webmeister

    Occupation:
    Freelance Designer
    Location:
    Edmonton Canada
    Kudos to Elliot and the Omni support team for digging into it and owning their mistake - that is awesome! :thumbsup:
     
    1 person likes this.
  38. Feb 2, 2012
  39. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Classy act from this casino:thumbsup: and I hope others follow suit. We used to get garbage from casinos saying though you are right you played the funds back and we cant do anything about it. Now you know it can be done if you have the will to make things right. Is Omni still Playtech or Wagerlogic? Pity I am not allowed at these software otherwise I will surely try them again.
     
    2 people like this.

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