Question Remaining wagering amount

[Paimonah]

Hi!
Now i have a bonus, but my "remaining wagering amount" shows me the same amount all the time.
I make spins, spins and spins again but the amount doesn't change.
I have cleared cache and cookies. I have used diferent browsers, nothing!

It is a casino from the MT SecureTrade Limited which i trust, but there is no chat :-(

 

[Betreels Casino & Sports]

Are you perhaps playing excluded games? I.e. games that do not count towards wagering?

 

[Paimonah]

No, i have played not excluded games

 

[JGslots]

Hi!
Now i have a bonus, but my "remaining wagering amount" shows me the same amount all the time.
I make spins, spins and spins again but the amount doesn't change.
I have cleared cache and cookies. I have used diferent browsers, nothing!

It is a casino from the MT SecureTrade Limited which i trust, but there is no chat :-(

Some bonuses only commence wagering once your cash balance reaches zero, if you haven't dipped into your bonus balance yet then your wagering would still be the same.

If this is the case, you could request a withdrawal, but your bonus balance would be forfeited.

I would stop all play until you have found out exactly what is happening, as you could end up wasting your funds.

Rob

 

[Paimonah]

No, it has count before.
Till i have reached approximately 50% from the wagering.
Than was "stop" and the wagering doesn't count down after the next many spins, spins and spins.

 

[Paimonah]

I had send an email 10 hours ago for this prpblem and now i have an answer:

"Some games had an error on the operator's side. We connected with the operator and he said that the problem was fixed.
If you have any question please do not hesitate to contact us again."

What does it mean? I must waiting all the weekend for this?

I am not very patient :-(

 

[anddi32]

You should wait and demand that casino fix your wagering if it's still wrong.

 

[Paimonah]

Wait ... that's the problem.
I'm really impatient :-(

And i have never heared this before: "Some games had an error on the operator's side"
Can it be?

 

[JGslots]

Wait ... that's the problem.
I'm really impatient :-(

And i have never heared this before: "Some games had an error on the operator's side"
Can it be?

I have had it in the past, where the wagering stats were broken and not updating. They support team would be able to tell you your current wagering progress.

I would seriously recommend not playing until it's fixed though, just log off and maybe play somewhere else until it's fixed?

When I had the issue of the broken stats it was resolved within a day, this was on Jackpot Party Casino, the values just displayed as 'null' whatever that means lol

Rob

 

[Paimonah]

Now the problem is already solved.
But now is the next problem:
It shows me that i have played 25€ after the stop. But meanwhile i have played many, many more.
It doesn't show the remaining wagering amount correctly.

The casino should be able to see how much i realized EXACTLY, or not?
They should be able to fix that.

The answer from the support was:
"Unfortunately, the problem was eliminated, but the wagering can not be recalculated."

The support should be able to see how much I have really transposed so far,
but the answer is now: "
This possible only be done on Monday."

omg

 

[Paimonah]

Is not a rep from the MT SecureTrade Limited here, who can help me today for this?

 

[Paimonah]

I thought they also have payouts and support at the weekend

 

[Paimonah]

For news from the it department i must wait till monday?

 

[Paimonah]

Nobody knows about that?
I thought there is the same service team as Rizk, Guts and so on

 

[colinsunderland]

Nobody knows about that?
I thought there is the same service team as Rizk, Guts and so on

You haven't said which casino it is, so not sure how you expect people to be able to help by telling you if theres a rep? The reps are different for the different casinos for this group, there isn't one rep for all as far as I know.
They have said they can't do anything until Monday, which makes it sound like they aren't a great casino, chat reps should be able to calculate wagering imo, but if there isn't anyone in who can do it until Monday then I'm not sure what you want to happen?

 

[Paimonah]

It's the "Justcasino" frim the MT SecureTrade Limited.
But there is no chat option there :-(

The proplem is:
I have a big bonus balance now:

and the wrong is my wagering amount:

It would have to show MUCH less than 2126.
The error has stopped at 2151, but I have in the meantime much, much more than just € 25.

 

[colinsunderland]

It's the "Justcasino" frim the MT SecureTrade Limited.
But there is no chat option there :-(

I don't see any rep, nor do they seem to be accredited, so you will have to wait by the looks of it.

 

[Paimonah]

I thought there is the same service team as Rizk, Guts and so on

Not?

 

[colinsunderland]

Not?

I'm not sure about customer service, but I think not, certainly the reps aren't the same.

 

[Paimonah]

I don't like to wait.
I'm waiting since 36 hours and now I can not keep playing to fulfill the conditions correctly :-(

 

[colinsunderland]

I don't like to wait.
I'm waiting since 36 hours and now I can not keep playing to fulfill the conditions correctly :-(

You should play at brands who have reps who are around then
I don't use any of the MTSecure brands for a few reasons, but Rizk have an excellent rep who does respond out of hours

 

[Paimonah]

The answer from the support was today: "I do not have the opportunity to correct it. As compensation, I can give you a bonus 20 euros"!!

But the it department must could do it to fix this problem, or not?

And after a few spins from today the "remaining wagering amount" will not be less - It stopped again :-(

 

[SpinUk]

They will have have records of each game played there side - they need to as it debits your account on each spin. Therefore someone it being a bit lazy here i think. Insist they work it out on your wagering.

 

[Paimonah]

Ok, i must wager 4.000€.
The support can fix the problem if i have the wager done?
That works, yes?

 

[SpinUk]

Ok, i must wager 4.000€.
The support can fix the problem if i have the wager done?
That works, yes?

Well yes if you know exactly how much you have wagered

 

[Slottery]

Operator should be able to see from your logs which rounds are counted against wagering and which not. Was it some specific slot you played which didn't count them or same with all slots (if first one, can be that game setup was incorrect when added to site and didn't count against your wagering)? In any case, they should be able to figure it out and correct it, would guess that support people don't have access and authorities to change game setups but it must be done department who will add these games to site, under right category, bonus wagering % and all everything else where your gaming and wagering history can be counted.

If problem was in all games on site, they should still be able to see exactly which stage wagering stopped, especially if it was only one game which didn't count it as it should, it makes it very fast task and even if it was all of them, it't not rocket science to count all your played rounds and manually take it off from your WR. Shouldn't be hart to sort out now on Monday (if it's not that late that nobody available anymore who know and have access to do it).

Hope you get it sorted.

 

[deaconk78]

1. Each game will contribute a different percentage towards the wagering requirements for each bonus offer. These percentages are as follows:
   • Video slots and other games = 100% contribution**
   • Classic slot games = 75% contribution
   • All Blackjack, Roulette, Table, Video Poker and Live Casino Games = 5%
   **The following games are unavailable for players who are attempting to clear a bonus: Classic Blackjack, all Baccarats, all Craps, Red Dog and Sic Bo. Avalon, Big Bad Wolf, Blood Suckers, Blood Suckers 2, Bonanza, Book of Dead, Reel Rush, Devil's Delight™, Mega Joker, Robin Hood, Pearls of India, 1429 Uncharted Seas, Victorious, Retro Reels - Extreme Heat, Simsalabim, Tower Quest 2, Tower Quest, Victorious, Kings of Chicago, Jackpot 6000, Castle Builder, Dead or Alive, Champion of the Track, Scrooge and The Wish Master, All Aces Video Power Pokers, Jacks or Better Video Power Pokers.

if you haven't or aren't playing any of those mentioned then i would send them proof by recording a couple of minutes of you playing and showing them that the wagering is not moving - let them know first that you will record the session for a few moments .

expecting them to calculate the wagering for you is expected but if they are a little bit rogue/ unfair then they might continue to fob you off with inadequate answers .

EG. our calculator is away on holiday. the buttons are missing , it's solar powered and we are on the dark side of the moon etc .

good luck .

 

[Paimonah]

Now i have wager my bonus, but i think it was many, many more than 4k.
All the time it has stopped between my spins.

 

[SpinUk]

Mt secure trade are a very legit organisation. Im surprised at their stance on this. Have you asked to appeal their decision?

 

[Paimonah]

What shall I do?
Now i have played and i have wager my bonus.
Now my withdrawal is still in pending.

 

[Slottery]

Mt secure trade are a very legit organisation. Im surprised at their stance on this. Have you asked to appeal their decision?

Thing is that operator in question is their white label and they don't that much to say to their operations. OP can request casino to check and explain if there have been issues. MTS most probably don't deal with this kind of issue but operators themselves (if not going to some complaing to MGA/UKGC, or RG/Compliance issues etc....) are very independent with their operations, only if some violations to license rules etc.... are in picture they start to be interested as it's their license.....

@Paimonah If you want your game play to be checked, contact operator and clearly advise what you think what happened and when (give some examples with times, bet size etc....) and wait for reply. To your pending withdrawal, i guess options are that it will be approved and you receive it in few days depending of your method of deposit/withdraw, you will get email that you have to verify your account with ID, proof of address and payment method or in very worse case if you have violated their bonus rules (what you haven't stated you did) your winnings could be confiscated but wouldn't panic about that before somebody tells you that.

They just need some time to process your withdrawal and once getting there, pay it, ask documents or what so ever but for sure you will be contacted. Never played at operator in question, but guess they assist you if you just ask and make very clearly what you want to know (as i'm not 100% sure about that) about your bonus wagering and pending withdrawal.

 

[Paimonah]

10 minutes ago i had an email "Your withdrawal transaction is approved."!
Than all should be ok.