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 /
16:21
Joey
and
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"
"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"