Rich Casino bonus issue solved!

cknt

Dormant Account
Joined
Jun 27, 2017
Location
jhb sa
Just a feather in the cap of the above online casino for resolving an issue. Also, to learn from. Normal bonus rules, no Live play allowed, but not mentioned; my money "returned" :) Please see this transcript of our conversation. (P.s.: I'm a totally "private" player, not that clued up and in NO way affiliated with RC)


"Hi, I see I can't play with the bonus money in your Live Casino. Can you cash out my deposit then please?

15:57

System

All of our agents are currently assisting other customers. Please wait for the next available agent

15:57

rcshrek

Hello! I have not used my bonus yet. Can you cash out my account please?

16:00

System

All of our agents are currently assisting other customers. Please wait for the next available agent

16:00

rcshrek

Hellooo! I'd like to cancel my bonus please...

16:05

Joey

Hello Stephan

16:05

Joey

sir you can always cancel bonus but I see you have started to play on this bonus

16:06

rcshrek

Hi, can you please cancel my bonus, as I can't use it for play in your Live casino.

16:06

Joey

cancelling the bonus now will make tehe bonus part go away

16:06

Joey

you ahve 194 bonus balance now

16:06

Joey

and 58 in cash

16:06

rcshrek

No, I have NOT. Only my REAL money is available in your LIVE casino.

16:07

Joey

you can only play live dealer games with cash balance Sir

16:07

Joey

I am only informing you of what happens when you cancel bonus

16:07

Joey

do you wish to have your bonus cancelled now?

16:07

rcshrek

Yes, so I have ONLY played in your LIVE casino; my bonus money is not available for play there, and thus 100% UNUSED

16:08

Joey

the rules when starting to play witha bonus on deposit are that teh full balance is wager bound Sir

16:09

rcshrek

I should have 102 REAL money available now; my deposit was 100.

16:09

Joey

your real cash balance now is 58 Sir

16:09

rcshrek

As I've said, the bonus money is/was not available to play with in your LIVE casino, so I couldn't have used ANY of it.

16:10

Joey

I understand Sir, but once you started playing with bonus attached to cash, the rules are the full balacne is wager bound

16:11

Joey

if you wish to have a cash balance exclusively you have to renounce the bonus before you start playing

16:11

rcshrek

No way bru! That's CHEATING!

16:11

Joey

these are the site rules as I described them SIr

16:12

Joey

we are here 24.7 shoud you require assistance

16:12

Joey

but the status of your account is as I have said it is at this time

16:12

Top of Form


No way bru! That's CHEATING!

16:11

Joey

these are the site rules as I described them SIr

16:12

Joey

we are here 24.7 shoud you require assistance

16:12

Joey

but the status of your account is as I have said it is at this time

16:12

Joey

you have control of your account completelly but we cannot do anything unless you instruct us to do it

16:13

Joey

you have the posiblity of cancelling bonuses from your side as well

16:13

rcshrek

Well, then the bonus money should be available for playing in your Live casino. Can you please see to it then, thatn I can use it for Live casino play, please?

16:14

Joey

live dealer games are cash only Sir

16:14

Joey

bonus can be used on an aray of other games available on the site

16:15

rcshrek

Well, so please explain how it is that I only have a balance of 58, when I have use NO bonus money for play yet??

16:16

Joey

you have started playing on the deposit plus bonus balance Sir, and as you do this, the balance shifts towards the bonus part as you re in the process of wagering the deposit plus bonus balance

16:16

Joey

such are the bonus rules

16:17

Joey

it is regrettable that you chose to use bonus and decided to only play live dealer games, but there is no error and nothing was done outside the site rules

16:17

rcshrek

Well, then all my winnings should go to my REAL account, as I've used REAL money for that!

16:18

Joey

it is not the case Sir, you have chosen to use a deposit bonus, as you have, your balance is wager bound, you can still cancel bonuses any time you wish but the bonus balance will go away

16:19

Joey

at this time you have 58 in cash and 194 in bonus

16:19

rcshrek

Please quote? Where are the rules?

16:19

Joey

all info is available in /
You do not have permission to view link Log in or register now.


16:21

Joey

and
You do not have permission to view link Log in or register now.


16:22

rcshrek

OK, NOwhere does it say there that LIVE casino is excluded, so I'd like to request that you refund me my whole initial deposit, as NO money has been lost yet, by either you or me.

16:23

rcshrek

??

16:26

Joey

it is not that you lost money SIr

16:27

Joey

please know that no one will say other wise for 100 dollars or 1 million

16:27

Joey

but you have chosen to do something which resulted in a disadvantageous situation for you

16:28

Joey

that is use bonus when playing live dealer games

16:28

Joey

I undertand why you are uplset

16:28

Joey

upset, and I am trying to help

16:28

Joey

but first I need to have you know which are the site rules you agreed with when you signed up

16:29

rcshrek

Huh? Fact is, how come my real balance shows less than when I started, when I've not lost any thing then?

16:29

Joey

and then move to fixing any such situation you put yourself in not knowing the rules

16:29

Mon 12 November 2018

Joey

so, to move past this

16:32

Joey

please acknowledge you undertand the rule aplicable in this case

16:33

rcshrek

So, if I cancel my bonus now (ONLY because I can't use the bonus funds for my/live play), I should have at least 100 in my REAL account!

16:33

Joey

and I will see what can be done in this case where you were not aware of the rules

16:33

rcshrek

Actually, I am aware of the rules, just not about how you enforce/interpret it. Fact is, you should have mentioned in your rules then that the bonus money is not available for LIVE play. I assumed that, because I saw that no bonus was available for Live play, I wouldn't be "penalized" by using only real money.

16:37

rcshrek

I thought that the bonus would actually only be "activated" when being used in vaiable play.

16:38

Joey

it is nto the case Sir

16:39

Joey

lets move past this

16:39

Joey

what did you say according to your calculations is the live balance you should have? I will check too

16:39

rcshrek

And yes, I will appreciate your help in this matter, but not for only E58; I have made a deposit of E100 and have not lost any money, so how come??

16:40

Joey

it is because you have used a bonus, and while playing, ay eventual wins go to bonus until wager is met

16:40

rcshrek

Well, my total balance shows 256. My balance available for Live play shows 106.

16:40

Joey

I have explained how it works

16:40

Joey

obviously you were not aware

16:41

rcshrek

Everybody can only 'win' if you clear this ammicably, as NO money was/is lost and no harm done, to either me or you.

16:42

Joey

you start now with no bonus and your innitial amount

16:44

Joey

please tell me if you wish to put a blovk bonus on

16:44

Joey

to not have ay other

16:44

Joey

this is a one time exception Sir, I am confident you understood the setup for live dealer games, yes?

16:45

rcshrek

Yes, that will be great. Thankyou!

16:45

rcshrek

Thanks for the help. I see 100 is withdrawable now. Tx

17:05

Joey

it s cash balance Sir

17:05

Joey

no wager attached"
 

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
Joined
Aug 25, 2004
Location
Bexhill on sea, England
Just a feather in the cap of the above online casino for resolving an issue. Also, to learn from. Normal bonus rules, no Live play allowed, but not mentioned; my money "returned" :) Please see this transcript of our conversation. (P.s.: I'm a totally "private" player, not that clued up and in NO way affiliated with RC)

16:19
rcshrek
Please quote? Where are the rules?

16:19
Joey
all info is available in /
You do not have permission to view link Log in or register now.


16:21
Joey
and
You do not have permission to view link Log in or register now.


16:22
rcshrek
OK, NOwhere does it say there that LIVE casino is excluded, so I'd like to request that you refund me my whole initial deposit, as NO money has been lost yet, by either you or me.
First off I must agree the CS rep was very polite, patient and helpful :thumbsup:

However, the links he gave you are to pages where play on LIVE DEALER games is NOT mentioned anywhere.
So you are 100% correct on that.
(They have completely re-written their T&C since last time I looked and are MUCH clearer & concise now - though not perfect, as you discovered)

The only place where the Live Dealer restriction is mentioned (that I could find), is under "Promotions & Bonuses" on the Help page:

RichLive_Nov18.jpg

But no-where does it make clear what happens to your bonus or cash balance if you play a restricted game.
They need to amend their T&Cs.

KK
 

cknt

Dormant Account
Joined
Jun 27, 2017
Location
jhb sa
Yes, I agree. I'm however sure they wouldn't have been so quick to "refund" me, if my balance was less than the original?! Anyway, thanks for you input, comment.
 

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