Bonus Complaint Redbet: Sorry, maybe I`m stupid

[gagamel]

Opened my email account today and see a free Euro 10 offer for live casino. Ok I think, let`s have a try. I opened my account and I have 10 more in my red casino account. And I have 5 free spins for Demolition squad. Played the 5 free spins and won 3.50. Ok, looked in my profile and there was 13.50 as bonus money.
Then I asked the CSand that`s the result:

Linda: [18:26] Welcome to our LiveChat support. I'm happy to assist you in either English or Latvian.
sascha prehm: [18:26] Hi, I have now 13.49 as bonus money. 10 from a bonus for live casino and 3.49 from FS. my question is, if it is possible to pay out my balance of 69?
Linda: [18:26] Hello
sascha prehm: [18:27] Hello Linda
Linda: [18:27] its not but let me check your account first
sascha prehm: [18:27] thank you
Linda: [18:27] you still have : BonusMoney EUR 13.49 left to wager
[18:28] if you will transfer money out now you might lose winnings you have made
[18:28] please see ther here
[18:28] 17.8 All winnings as a result of betting, when having an active bonus, is also considered bonus money and cannot be withdrawn until the original wagering requirement has been met.
sascha prehm: [18:29] but you gave me the 10 Euro bonus without asking me. It was in my account
[18:29] And it was for trying the live casino
Linda: [18:30] did you get some email please ?
sascha prehm: [18:30] yes
Linda: [18:30] please copy it on chat
sascha prehm: [18:30] ok
[18:33] Hi Sascha,

Try our latest Live Casino!

Casino Red Live Casino has a new look and we're giving you a free cash bonus to try it out!

Simply go to Casino Red live dealer games and you'll find a tenner waiting for you.

You can play any of the Live games and the winnings are yours!
Linda: [18:35] I will cancel your bonus but you might lose some winnings I do kinly ask you to conatct us before if you do not want to play with bonus money
sascha prehm: [18:36] Please do nothing. I will sent Ben a PM
Linda: [18:36] not sure who is Ben but yes will do it now
sascha prehm: [18:36] Ben is a sasino representive at Casinomeister
Linda: [18:37] we are redbet
[18:38] I have removed the bonus now
sascha prehm: [18:39] Ok, thank you Linda
Linda: [18:39] and as i can see all bonus winnings has been removed
sascha prehm: [18:40] thank you
Linda: [18:40] Bye Bye for now

Now my questions:
1. If I have 10 Euros as free money why is it then bonus money and why is it in my account without asking me? They give me money and I have to wager it with a big chance to lose my NO bonus money?
2. If I have 5 FS and I win 3.49 Euros, why can`t I withdraw my no bonus money?

In my opinion free money is free money, or am I totally wrong?

 

[Tirilej]

I must confess that I'm a little confused about what you're asking.

There is no such things as total free money if you get it from the casino.
The winnings from free spins is bonus money that you have to wager first before you can take any winnings out.
The same goes for free money they put in your account.

Did you have money in there before you played the free spins, and before you recieved the 10 bonus?

The Reps for Redbet here is Andy and Alex. You must have mixed them up with Ben from Guts casino

 

[gagamel]

I must confess that I'm a little confused about what you're asking.

There is no such things as total free money if you get it from the casino.
The winnings from free spins is bonus money that you have to wager first before you can take any winnings out.
The same goes for free money they put in your account.

Did you have money in there before you played the free spins, and before you recieved the 10 bonus?

The Reps for Redbet here is Andy and Alex. You must have mixed them up with Ben from Guts casino

Hi Tiriley
yes I had 69 Euros in my balance.
And yes I mixed the names , names are not my strongest side

 

[gagamel]

If they give me a 10 Euro bonus to test Live Casino, why is it in my redcasino account and why can`t I make a withdrawal?
I never said, ok please give it to me. It was there when I loged in.
If the bonus was in the live casino account, no problem. But it was in the casino red account and blocked my money, that`s my issue.

 

[Tirilej]

Hi Tiriley
yes I had 69 Euros in my balance.
And yes I mixed the names , names are not my strongest side

Then I understand

Of course they should not put in any bonus money while you still have some that is not tide up.
If that ever happens again you just do the same and ask them to remove it before you play anymore.

The free spins you should save until you don't have anything left.
Just remember that it's rare that it really is free money. I believe Guts are the only casino where the money you win from free spins are totally free and yours to do what you want with.

 

[gagamel]

Then I understand

Of course they should not put in any bonus money while you still have some that is not tide up.
If that ever happens again you just do the same and ask them to remove it before you play anymore.

The free spins you should save until you don't have anything left.
Just remember that it's rare that it really is free money. I believe Guts are the only casino where the money you win from free spins are totally free and yours to do what you want with.

Thank you Tirilej
In my opinion it would be fair to transfer the 10 Euros to my live casino account, then I can play there and the rest of my money in another section is not blocked. But maybe I`m getting old and don`t understand all the new Casinos

 

[Tirilej]

I know I got that offer too but since I don't play live casino I didn't care about it. Or maybe that was in Nordicbet. I'm a little old too you know
But I don't remember that it was in Casino Red. I better go take a look.

Couldn't find any trace of it anywhere so I maybe just had a bad dream

 

[aceking123]

hi hope this will solve your problem

when you log into your account & click on red casino that ten pound is for the new live games on red casino , not to be confused with the other old live games it carrys a 25x times wagering for you to try out netent live games , this in affect should not have anything to do with your other funds already in your account )

 

[homerbert]

just...pm...Andy...he...will...resolve...like...always

 

[gagamel]

hi hope this will solve your problem

when you log into your account & click on red casino that ten pound is for the new live games on red casino , not to be confused with the other old live games it carrys a 25x times wagering for you to try out netent live games , this in affect should not have anything to do with your other funds already in your account )

What a pity, because my bonus is history now. But I don`t have a problem with it, because if I want to play live I play Dublinbet.

 

[gagamel]

just...pm...Andy...he...will...resolve...like...always

I...will...and...thank...you...

 

[gagamel]

Issue solved

Thank you Andy for your help

Cheers
gagamel

 

[Redbet-Andy]

hi hope this will solve your problem

when you log into your account & click on red casino that ten pound is for the new live games on red casino , not to be confused with the other old live games it carrys a 25x times wagering for you to try out netent live games , this in affect should not have anything to do with your other funds already in your account )

Spot on Mr Jones.
Give that man a cigar!
All sorted now with Gagamel.
In case anyone else got it and is confused, I can sympathise, and I do apologise.
We now have two Live casino products.
Evolution's which has its own Live Casino tab
and
NetEnt's which doesn't (as that would have been even more confusing) and can be found under Live Games in Casino Red.

I might see if we can add a couple more just for a laugh

Thanks for your help folks!