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Question about Gentingonline bonus terms

Discussion in 'Online Casinos' started by DonOrb, Apr 30, 2017.

    Apr 30, 2017
  1. DonOrb

    DonOrb Dormant account

    Occupation:
    work
    Location:
    sweden
    Hi!
    Tried Gentingonline and used the welcomebonus on a deposit.
    That quickly went down the drain. After that i hade 0.02 euro left in what they call bonus balance.

    After that i have done 6 more deposits without any bonuses!. And finally made som winnings. When trying to withdraw it said i couldnt.
    it turned that i still have to wager 4200Euro - because of the 0,02 bonusbalance on my first deposit that was left.

    I dont get it even after trying to understand bonus terms and trying to talk to chat (have a transcript) with a quite unhelpfull person.

    When doing additional deposits there is no disclaimer that you will be stuck on wageringrequirements and whether you want to cancel the bonus or not.

    Anyone that understand their bonus terms? I feel kind of tricked.....:mad:

    you: hi"
    J: Welcome to Genting Online Support, you are speaking with J, how can I help?
    you: i have done numerous deposits without bonus. And wanted to withdraw
    you: but it seem locked in bonus funds.

    deleted accountquestion.....

    J: Thanks and one moment, please.
    J: Ok, a further EUR 4748.72 needs to be wagered before you can withdraw.
    you: but i have done a lot of deposits after my "first deposit bonus"?
    you: ???
    J: I can remove the bonus if you like?
    you: and what will my balande be after that? Is it 0,2 euro that is my bonusbalance`
    J: 41.90 would be the balance after that.
    you: how is that possible?
    J: The bonus locks your funds in until the wagering requirement has been met.
    J: It spends your money first, then the bonus funds.
    you: but why isnt it cancelled upon new deposits?
    J: And when/if you meet the wagering requirement, you can withdraw.
    you: but why isnt it cancelled upon new deposits?¨
    J: Sorry, It's not a decision making process that I would have any say in.
    J: Would you like me to remove the bonus or prefer to carry on?
    you: i want you to explain your bonuspolicy.
    you: is the bonus active even if my balance goesdown to 0 and i then deposit?
    J: When the bonus funds go down to zero, then it is lost and closed. Here are the terms and conditions: You must register/login in order to see the link.
    J: Is there anything else that I can help you with?
    you: so, because i had 0.02 euro left im stuck in a bonus after depositing like 7 times?
    J: Yes, do you want me to remove it?
    you: and you dont get any info on the next deposit whether uou want to cancel the bonus or not.
    info: Your chat transcript will be sent to xxxxxx at the end of your chat.
    J: Sorry about that, but shall I leave your account untouched or remove the bonus? You have just over 40 euro cash balance, but cannot withdraw while still in the bonus.
    you: of course you shouldnt.
    J: I'll assume you want your account leaving untouched, then.
    J: Is there anything else that I can help you with?
    J: As we have not received a response then I will now close this chat session. Thank you for your time, and please do not hesitate to contact us if you require any further assistance.
     
  2. Apr 30, 2017
  3. Naok777

    Naok777 Experienced Member

    Occupation:
    Customer Service
    Location:
    UK
    It is standard practice across Casinos that you have to get your balance to 0.00 to get rid of the WR regardless of how many additional deposits you make.
    Some Casinos do allow a little room for error and remove the WR when your balance hits 0.1, 0.5 or some other small amount like that.
    There is no such provision in the terms at Genting, so standard get balance to 0.00 rules apply and the support person you talked to is just applying the rules as per terms and conditions.

    Of course it is awfully petty to enforce it over 0.02.

    Based on getting stung by that 0.02 I would contact support again and ask nicely to rectify the situation in the interest of customer satisfaction.
     
  4. Apr 30, 2017
  5. DonOrb

    DonOrb Dormant account

    Occupation:
    work
    Location:
    sweden
    Thanks!
    Normally if that practice is used you get a notice before proceeding with your next deposit. So that you can cancel the bonus. I havent got in that kind of situation before been playing on very many different casinos.

    Even now when i read the terms i dont think its clear - but that might be cause my first language isnt english.

    My solution was to raise the bet...ending up in a 1100euro withdrawal instead of 450 :). And i want play with them anymore as i think they poorly inform about bonus policies. You cant cancel a bonus, you dont get info when redepositing and so on.
     
  6. Apr 30, 2017
  7. lnspin

    lnspin Senior Member webmeister

    Occupation:
    Webmaster - Mygamblinglife.com
    Location:
    WorldWide
    Hopefully you didnt bet more then the max allowed bet
     
  8. Apr 30, 2017
  9. Naok777

    Naok777 Experienced Member

    Occupation:
    Customer Service
    Location:
    UK
    I agree, they could certainly inform players better about that trap.
    Unfortunately it is a problem that many players have experienced at different Casinos.
    Just a couple days ago for example there was a thread where it happened to someone at slotto.

    Is there any specific part of the terms you struggle with? Feel free to quote the problematic parts on here, if you get lucky maybe someone who speaks swedish reads the thread, or I (or someone else) can try to explain it in english.
     

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