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Prime Slots Misleading Bonus Terms

Discussion in 'Casino Complaints - Bonus Issues' started by AC7X, Apr 27, 2014.

    Apr 27, 2014
  1. AC7X

    AC7X Experienced Member PABinit

    Location:
    Scotland
    Hi all,

    I suppose it had to happen eventually. After about two years of gambling online I've finally run into a rogue operation and been cheated out of my deposit and winnings.

    I like to play with a bonus so I've signed up to just about every casino on the internet which doesn't have obviously predatory terms. I always quickly scan through the promotions page and check for feedback on Casinomeister before making a deposit; this technique has held me in good stead so far. There wasn't much mention of Prime Slots on Casinomeister (Prime Gaming are in the "Not Recommended" section, but I didn't think it was the same operation), but they did have good reviews on another gambling website which I found.

    I deposited £60 at 35xB WR. The 100% match bonus wasn't added so I opened live chat and they upsold me a better bonus deal (150%) if I deposited another £10. I did, and ended up with a cash balance of £70 and bonus of £105, for a total balance of £175. I confirmed with the chat operator that the standard 35xB WR would still apply. However, they did not have any method to track the progress of the WR in the user account, which I thought strange. Instead I kept a note of how much I had wagered and gambled only in blocks of 100 to keep the maths easy.

    I played for the whole day, building my balance up to £350 before a bad run of luck just before the wagering was complete brought my balance just under £200. Happy days, time to withdraw, right? But when I went to the cashier to withdraw it told me that I still had over £1,800 to play through. It was after chat hours so I went to bed, angry and confused, and contacted the live chat in the morning.

    The first line they spun me was that I also had to complete wagering on the £5 NDB that they gave me before I deposited (a balance which I cleared before depositing). Okay, fair enough, that's another £175 on to the WR but it didn't explain the massive gulf between my figures and the £1,800 the cashout screen thought I still had to play.

    The CSR started banging on about only bets over $1 contributing to the wagering and different games having a different weighting, none of which were mentioned on the bonus policy page. When I re-visited the page I noticed a text link hidden amongst the text, in the same colour and without an underline (note: other links on the page are underlined). This links to a page that isn't linked from anywhere else, which shows all of the predatory bonus terms. The main one being that NetEnt slots only contribute 50% towards the wagering, which stacks up with the discrepancy between my calculations and the casino's.

    What should I do? Is this PAB worthy? Does this fall into the category of deception or is it my fault for not finding the hidden link before depositing? Any and all input here is greatly appreciated.

    Even though I'm seeing red with anger I had to LOL at a casino called "Prime Slots" where play on slots only contributes 50% to wagering.

    Edit to add: I still have a balance of £170.
     
    Last edited: Apr 27, 2014
    3 people like this.
  2. Apr 27, 2014
  3. AC7X

    AC7X Experienced Member PABinit

    Location:
    Scotland
    [​IMG]

    Screenshot of the bonus policy page in case they edit the text to make the link more visible.
     
  4. Apr 27, 2014
  5. SkBurner

    SkBurner Experienced Member PABnonaccred

    Occupation:
    N/A
    Location:
    UK
    I also have an ongoing issue that I'm still in contact with their rep here about (Prime Gaming). Please can you provide a link to the page with the terms you mention.

    My issue relates to the free $5 received on signup and thankfully I only deposited $10. I did not find them on the Not Recommended section which I checked before signing up.
     
  6. Apr 27, 2014
  7. AC7X

    AC7X Experienced Member PABinit

    Location:
    Scotland
    The page with the dodgy terms is located here: You must register/login in order to see the link.
     
    Last edited by a moderator: Apr 28, 2014
    1 person likes this.
  8. Apr 27, 2014
  9. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    File a PAB

    I'd say file a PAB. The terms at this casino are terrible and extremely predatory. If different slots have different weighting (a ridiculous practice anyway) then they should have been clearly marked. You were definitely deceived IMHO. Live chat should have told you Netent games only count as 50% wagering prior to you starting to play.
     
    Last edited: Apr 27, 2014
    2 people like this.
  10. Apr 27, 2014
  11. SkBurner

    SkBurner Experienced Member PABnonaccred

    Occupation:
    N/A
    Location:
    UK
    Well I've been asking the rep to provide terms for a couple of days and I couldn't find this anywhere, they kept saying I hadn't met the terms for cashout. I kept getting a link to the other bonus policy page and never saw a link to this page.

    This is the term that they are clearly imposing on me;

    2. Winnings received through the use of the free bonus (no deposit) or free spins are considered as bonus, and as such must be wagered 35 times before withdrawal may be made.

    So my issue is I gained $140 from the $5 free, deposited $10 so now have a balance of $150. They expect me to wager $140 x35 in order to cashout?

    I've been speaking with the rep this morning but he still hasn't confirmed this is the case and I've been asking this question for the last week with no straight answer from anyone. Very deceptive.

    Pretty sure I have no recourse but glad it was only a $10 deposit.

    The reason I deposited here was because both Bryan and Max were 'friends' with him here at CM (on his profile page). They aren't now though, very strange!
     
  12. Apr 27, 2014
  13. mrmark21

    mrmark21 Meister Member

    Occupation:
    Telecommunications Consultant
    Location:
    australia
    Yep I've made a deposit at this casino. Thankfully only one. Haven't been back for four months and certainly wont be after reading this thread. I'd say very predatory T&Cs and hiding them within barely visible links certainly speaks volumes about this casino. I doubt your the only one whose missed this there would be many others as well. I'm sure I missed them because I made a deposit and I'd never deposit at a casino with those T&Cs. That's really deceptive. Not good...

    I hope you can squeeze a withdrawal out of them :)
     
    2 people like this.
  14. Apr 27, 2014
  15. bigjohn

    bigjohn Meister Member MM PABnoaccred

    Occupation:
    Swimming Pool Serviceman
    Location:
    Northeast Coastal USA
    I would call it PAB worthy.

    Not sure if 'not recommended' casinos are able to be PAB'ed but hopefully it will help this casino to show up when people do searches about them.

    Rogue terms are one thing but hiding the terms makes them double rogue!
     
    1 person likes this.
  16. Apr 27, 2014
  17. ChopleyIOM

    ChopleyIOM Hearthstone Addict webby

    Occupation:
    Kobold Geomancer
    Location:
    IOM
    Certainly deceptive and arguably predatory, but then again a known shady operation and already on the Not Recommended list.

    There's nothing to lose by filing a PAB, it's just a question of whether or not it's worth the time and hassle for what is ultimately a fairly small amount of cash, and the terms were there, albeit semi-hidden.

    If you're happy to take the time out of your day for it then fill in the PAB form and see what comes of it. I'd be inclined to just take the hit and move on TBH, but then again I'm basically quit now anyway so my inclination may be different to yours! :)
     
    1 person likes this.
  18. Apr 27, 2014
  19. SkBurner

    SkBurner Experienced Member PABnonaccred

    Occupation:
    N/A
    Location:
    UK
    Prime Slots aren't on the Not Recommended list, Prime Casino is (part of the same group) only because they use Playtech software and have the progressive term.
     
    2 people like this.
  20. Apr 27, 2014
  21. AC7X

    AC7X Experienced Member PABinit

    Location:
    Scotland
    It really is the principle more than the cash to be honest Chopley. They upsold me a bigger bonus that was nigh on impossible to cash from, whilst hiding the terms. The CSR also rubbed me up the wrong way by being deliberately obtuse and continuing to hide the predatory terms. I feel really cheated and want justice of some description.

    This whole debacle may well put me off depositing online again. It's bad enough playing against a house edge on EV- bonuses anyway, but you might as well set fire to your money if you take bonuses at places like this; it's just soured the whole scene for me.
     
    2 people like this.
  22. Apr 27, 2014
  23. SkBurner

    SkBurner Experienced Member PABnonaccred

    Occupation:
    N/A
    Location:
    UK
    You should submit a PAB. They clearly hid the terms.

    I've asked for my deposit to be returned and account closed, glad I didn't play after I deposited.

    Have you contacted the rep (Prime Gaming)? I've pointed him to this thread anyway.
     
    1 person likes this.
  24. Apr 27, 2014
  25. AC7X

    AC7X Experienced Member PABinit

    Location:
    Scotland
    Thanks for that. I can see that the rep has read the thread now, so hopefully he/she will be in touch with a solution.
     
  26. Apr 27, 2014
  27. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    This is why you should be very careful if playing ANY Playtech site. There are a few good ones but the majority, including Slime Slots, IMO aren't to be trusted. At least you didn't win a few quid and then suddenly find out 'notarized' ID was necessary, and sent to the Philippines to boot.....
     
  28. Apr 27, 2014
  29. AC7X

    AC7X Experienced Member PABinit

    Location:
    Scotland
    I don't bother with Playtech (unless it's Bet 365 whom I trust); this is primarily a NetEnt site (although their slots only count 50% towards wagering!). No Playtech games at Prime Slots.
     
    1 person likes this.
  30. Apr 27, 2014
  31. SkBurner

    SkBurner Experienced Member PABnonaccred

    Occupation:
    N/A
    Location:
    UK
    This site isn't Playtech, it's Netbent! Plus some other crap software that I don't recognise.
     
  32. Apr 27, 2014
  33. dizze

    dizze Dormant account

    Occupation:
    student
    Location:
    uk
    your more experienced then me, if you dont play for bonuses, stick to the reputable casinos, there are plenty of good NET ENTs around
     
  34. Apr 27, 2014
  35. AC7X

    AC7X Experienced Member PABinit

    Location:
    Scotland
    Is Prime Gaming the casino group which owns both Prime Casino and Prime Slots? Are Prime Casino and Prime Slots connected?

    I ask because the PAB FAQ states that you should first contact eCOGRA if they are a member, and Prime Casino are a member; does that also mean that Prime Slots is also eCOGRA registered? Should I submit a complaint through eCOGRA first?

    I'm hesitant to involve the rep on this forum at all as they just have a normal black user name, not the red/purple one you'd expect from a rep on this forum. I don't know if they're actually a rep for the casino or not.
     
  36. Apr 27, 2014
  37. MillyOfLeValley

    MillyOfLeValley Experienced Member webmeister

    Occupation:
    Run a cafe
    Location:
    Left of the valley via the scenic route

    Yes they are both owned by the same group.
     
    1 person likes this.
  38. Apr 27, 2014
  39. AC7X

    AC7X Experienced Member PABinit

    Location:
    Scotland
    I've skipped complaining to eCOGRA and filed a PAB directly with Casinomeister. The eCOGRA guidelines state that you cannot complain to them if you have posted about the issue to a public forum. Besides, I have more faith in the PAB process.

    In accordance with the PAB rules I won't post again to this thread until the process has concluded. Looking forward to seeing how Max handles this for me :)
     
    10 people like this.

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