Bonus Complaint Reef Club Casino - issue with Welcome Bonus and cashouts

[Lui5888]

Just joined Reef Club last weekend, having previously used 888.com and got a drawn in by their inviting welcome bonus. Anyway, long story shortened...

1) Read their T&C's and Welcome Bonus policy, which clearly refers to restricting the cashout of the Welcome Bonus (£75 in my case) until a certain amount has been wagered (40xBonus).

2) The above also highlights that only certain games will qualify towards the amount, i.e. excludes BlackJack and Roulette and others.

3) Tried to cashout and didn't realise this and got the total cashout rejected.

4) Reduced the cashout to leave a balance on the account more than the welcome bonus, but now have the problem that the Support Line and the Operations (Email only) are now saying that cannot withdraw bonus AND winnings until the amount of 40xBonus has been wagered (which has to be in certain higher risk games).

So, has anyone had this, cos it sounds like that the Terms and Policy make no reference to the restriction applying to withdrawing winnings.

Also, what concerns me is that listening to what I have been told would imply that until I have wagered in these other "high risk" games to the value of 40xBonus, I will not be able to withdraw any winnings or bonus...

Believe this could just be a misunderstanding as I have not had a problem with 888.com before and they are part of the same, i believe with the same terms and policy.

Welcome anyone else's experience as I am still in discussions with Reef Club on this.

 

[heador112]

In the event of a bonus being removed from your account for any reason, we reserve the right to remove the full bonus amount together with any winnings derived from this bonus, irrespective of any wagering that may have occurred with the said bonus.

You shouldnt complain a 40 times playthrough is pretty good .

 

[KasinoKing]

4) Reduced the cashout to leave a balance on the account more than the welcome bonus, but now have the problem that the Support Line and the Operations (Email only) are now saying that cannot withdraw bonus AND winnings until the amount of 40xBonus has been wagered (which has to be in certain higher risk games).

Welcome anyone else's experience as I am still in discussions with Reef Club on this.

Very few casinos allow cash-out of ANYTHING before completing WR, and frankly I'm very surprised that you said 888 did allow it; was that recently?

I wish you luck, but I think it's very unlikely they will let you have anything until you finish the WR on permitted games.

I disagree with the post above that x40 is good; nearly all MG casinos and several Rivals have WR of Bonus x 30, or even less.

KK

 

[Lui5888]

Very few casinos allow cash-out of ANYTHING before completing WR, and frankly I'm very surprised that you said 888 did allow it; was that recently?

I wish you luck, but I think it's very unlikely they will let you have anything until you finish the WR on permitted games.

I disagree with the post above that x40 is good; nearly all MG casinos and several Rivals have WR of Bonus x 30, or even less.

KK

The games that do not count towards WR are Baccarat, Roulette and Roulette like, all versions of Black Jack, Video Poker, Power Video Poker and Craps. What concerns me is that their Policy and Terms make no reference to general cashouts or withdrawls, just to the Initial Bonus being cashed.

Is it really right that if you are looking to play BlackJack or Roulette, you can never withdraw? Is that normal and surely would discourage casual players if they knew this upfront. My issue though is with the official Policy and Terms not stating anything other than restrictions on the Bonus withdrawl.

Appreciate your experience and guidance here.

 

[Lui5888]

Sorry, forgot to say, I haven't used 888 for some time, but it was about 18 months ago. Lui5888

 

[Tengil]

Play 3CP. And where 40xB is crap on slots its ok at 3CP.

Surprised that they didnt just refund your deposit (if even that) and lock your account, its Cassava after all.

 

[heador112]

Play 3CP. And where 40xB is crap on slots its ok at 3CP.

Surprised that they didnt just refund your deposit (if even that) and lock your account, its Cassava after all.

They did that with my account when i played 3CP to clear the wager requirements .

The OP already raised red flags and i think it would be safer to clear on Slots .


@Lui

You played in a noticeable way ? Like large bets on Blackjack or full bankroll bets on Roulette ?

I know they dont have that in their Terms and conditions but if you have played like that it doesnt look good . Cassava hates a playing style like that with an active bonus .

 

[vinylweatherman]

The games that do not count towards WR are Baccarat, Roulette and Roulette like, all versions of Black Jack, Video Poker, Power Video Poker and Craps. What concerns me is that their Policy and Terms make no reference to general cashouts or withdrawls, just to the Initial Bonus being cashed.

Is it really right that if you are looking to play BlackJack or Roulette, you can never withdraw? Is that normal and surely would discourage casual players if they knew this upfront. My issue though is with the official Policy and Terms not stating anything other than restrictions on the Bonus withdrawl.

Appreciate your experience and guidance here.

CORRECT, unless you DON'T take their bonuses. Other casinos, such as many Microgaming ones, use weighted wagering, so you CAN play Blackjack, but it is weighted at around 10%, so the WR of 30x B on slots becomes 300x B for Blackjack.

Cassava are a bad choice. There are predatory in their marketing, and this often leads players to breach their terms. You will be invited by a website pop-up ad on one site to join one of their others, yet this could be against their terms and conditions in some instances. Previously, they LIED by saying they were nothing to do with each other (Reef Club & 888.com), yet they are both "sister" casinos run by the same operator. There are now many more of these "secret sisters" knocking around, and you cannot take too many welcome bonuses, or they start confiscating winnings.

 

[heador112]

I disagree with the post above that x40 is good; nearly all MG casinos and several Rivals have WR of Bonus x 30, or even less

I dont remember the name of the Rival Casino but it had a WR of 160x Slots only . Of course with a max cashout. But the best thing is that i was so stupid and claimed it

 

[Tengil]

They did that with my account when i played 3CP to clear the wager requirements .

The OP already raised red flags and i think it would be safer to clear on Slots .


@Lui

You played in a noticeable way ? Like large bets on Blackjack or full bankroll bets on Roulette ?

I know they dont have that in their Terms and conditions but if you have played like that it doesnt look good . Cassava hates a playing style like that with a active bonus .

Did they refund the deposit directly or did you have to put up a fight? I know they confiscate the deposit too quite often.

It doesnt help if you adhere to the T&Cs, they do whatever they want with the full knowledge of GRA.

To the OP, if you get your money out. Never ever play at a casino belonging to Cassava. They are the worst IMO.

 

[heador112]

Did they refund the deposit directly or did you have to put up a fight? I know they confiscate the deposit too quite often.

It doesnt help if you adhere to the T&Cs, they do whatever they want with the full knowledge of GRA.

Yes my deposit was refunded . But they told me when i register in any cassava operatet Casino they will confiscate the deposit too

What a buch of rogues.......

 

[Lui5888]

Yes my deposit was refunded . But they told me when i register in any cassava operatet Casino they will confiscate the deposit too

What a buch of rogues.......

Beginning to feel that I have been very naive. Just find it unbelievable that having read their policy and even asked them to confirm where I have misunderstood things, I get no answer. Now at a stage where it look slike getting my deposit back, even with much more in the bank roll, is going to be tough.

Wish I found this website before just diving in and taking up an offer, but not giving up.

Have you known anyone to pursue this situation further? Is there any point?

 

[KasinoKing]

Have you known anyone to pursue this situation further? Is there any point?

I don't think it's worth your while to try to "get out" of their T&C's.
What I would recommend is that you try to complete the WR with any allowed game and request a cash-out.

If you then run into any problems you can Pitch a Bitch. < Click for info.
This is the FREE dispute service which Casinomeister offers ONE TIME only for casinos which are not accredited here.

Let us know how you get on - good luck!
KK

 

[maxd]

If you then run into any problems you can Pitch a Bitch.

Unfortunately this is incorrect: Reef Club is listed under Cassava Enterprises on our "No Can Do" List, the result being that we typically will not accept PABs against them.

Trust us, we've been here before with Cassava. They'll ignore us even more than they'll ignore you. Total waste of our time, and yours.

 

[Lui5888]

Thanks

Unfortunately this is incorrect: Reef Club is listed under Cassava Enterprises on our "No Can Do" List, the result being that we typically will not accept PABs against them.

Trust us, we've been here before with Cassava. They'll ignore us even more than they'll ignore you. Total waste of our time, and yours.

Thanks guys, just annoyed that I did not research enough, as outlined on this website. Will still pursue for what its worth and look to tally up the Wage Amount. Will let you guys know if I get anywhere, but I guess don't hold breath.

Cheers

 

[Lui5888]

Final Outcome

Just thought I would advise on the final outcome. The terms and conditions Reef Club use has a Clause 6, which basically says that if there is a Bonus, they can impose any restrictions they like. BUT saying that...

1) I was offered the ability to withdraw my deposit, but forgo any bonus and winnings that had been accumulated - fair enough I guess.

2) Play out the required wager amount, on the games where it counts and all funds would be available.

I actually did Option 2 and I now have confirmation from them that there are no restrictions to withdrawls. Did have to gamble £3K to get to this, but managed to do on a Pai-Gow Poker game, without loosing what I had, lucky I guess. So testing the withdrawls as we speak, but have it in writing from them that these should go through.

Conclusions - as others here have said, WATCH OUT for Bonuses and the restrictions that come with them.

 

[Lui5888]

Got Ma Money

DONE AND DUSTED
Pleased to say that following confirmation of meeting the WR, managed to withdraw ALL funds and have zero the balance. No issues whatsever with these cashouts and have to say that based on experiences seen that others have had, at least I can be happy that they honored there rule, vague as they were) and fulfilled their obligation.

Happy with result.

Happy that my problem found me Casino Meister so will do MORE research next time.

Will never use the 888 crowd and similar.

AND WILL NEVER EVER, be tempted to take a bonus - just pointless and too many terms could suddenly come in to play.

 

[vinylweatherman]

DONE AND DUSTED
Pleased to say that following confirmation of meeting the WR, managed to withdraw ALL funds and have zero the balance. No issues whatsever with these cashouts and have to say that based on experiences seen that others have had, at least I can be happy that they honored there rule, vague as they were) and fulfilled their obligation.

Happy with result.

Happy that my problem found me Casino Meister so will do MORE research next time.

Will never use the 888 crowd and similar.

AND WILL NEVER EVER, be tempted to take a bonus - just pointless and too many terms could suddenly come in to play.

That is the trouble. Bonus terms never used to be this complicated, and it is the new players that come unstuck. We take it as read that even WINNINGS cannot be withdrawn until WR are met UNLESS the terms say otherwise. You, on the other hand, thought this applied the other way around, that you COULD withdraw winnings unless the terms said otherwise.
Intercasino once offered this ability to players, but as players became cleverer, found they had to drop the option, and now their rules are the same as everybody else. ALL funds are frozen until WR has been met, BUT they WILL still permit the prior withdrawal of EXCESS deposits. This means that if the bonus was 100 for 100, but you deposited 200 (100 too much), they would let you withdraw the excess 100 even though the winnings and matched 100 deposit was locked until WR were met. Others will lock ALL funds until WR are met.