Skyline Casino - resolved

[arbster]

I signed up for Skyline Casino (a SportingBet PLC casino) on 31st December, and deposited $1000. They were advertising a 30% deposit bonus to $300, with a wagering requirement of FIVE TIMES deposit plus bonus ($6500). When I checked back on 1st January, the situation was, and still is, as follows. The promotions page says this:

To qualify for the 30% Casino bonus, betting activity must total at least FIVE times the amount of the deposit plus the bonus. [For example, if one deposits $100, one must simply make wagers totaling $650 before being able to withdraw the $30 bonus].

The Terms and conditions page says this:

All bonuses are subject to play through requirements of 25 times the deposit plus bonus given. For example, if you deposit $100 and are given a bonus of $30, you will be required to play $130 x 25 = $3250 in order to withdraw the full amount of the bonus

Believing that my account would be subject to the original terms, I checked the withdrawal page and it showed only part of the balance being withdrawable. After wagering in excess of $6500 my entire balance showed as withdrawable. I later withdrew.

When I checked today, the bonus amount had been (without warning) taken from my withdrawal. CS says it was because I didn't meet the wagering requirement.

I have a "ticket" outstanding with whoever looks at these things and will update as and when. For now, the website remains unclear and I'd caution anyone thinking of playing here.

 

[Flavio4321]

I just checked their website and it says wagering requirements are 25 X.
Do you have screenshots of their website taken 31 DEC, when the wager requirments were 5 X ?

 

[arbster]

I checked both at the time of signup, and habitually take screenshots. Sadly, it being New Years Eve I only took a shot of the promotions page which stated quite clearly:

To qualify for the 30% Casino bonus, betting activity must total at least FIVE times the amount of the deposit plus the bonus. [For example, if one deposits $100, one must simply make wagers totaling $650 before being able to withdraw the $30 bonus].

I didn't think to get the T&Cs page also, which I clearly now regret, but do know others who successfully cashed out in late December having wagered around $6500.

 

[arbster]

And here it is:

 

[Benke]

I'm in the same seat. I deposited 1000$ the 30/12-04, got a 300$ bonus. Wagering requirements where 5*bonus+deposit so it was 6500$. I cleared the WR the same day, to be sure that I really had wagered enough I contacted CS and the guy told me I had wagered enough and I could cashout, which I did.

Yesterday 3/01-05 I got 654$ in my neteller account, my cashout was 954$.

I contacted CS they said:

Rufus: How may I help you today?
Me: Hi made a withdrawal a couple of days ago, I withdrew 954$ but only 654$ got to my neteller account.
Me: I know I met the WR because I asked one of you before I withdrew
Me: He told me I had wagered something like 6550$ and the WR was 6500$ so he said I could cash out.
Rufus: The rollover has been changed on site now Sir
Rufus: Its 25 times rollover
Me: It was not changed when I made my cash out 4 days ago
Rufus: "All bonuses are subject to play through requirements of 25 times the
Rufus: deposit plus bonus given. For example, if you deposit $100 and are given a
Rufus: bonus of $30, you will be required to play $130 x 25 = $3250 in order to
Rufus: withdraw the full amount of the bonus (All accounts are subject to review
Rufus: before any winnings are paid and playthrough requirements are double (50x)
Rufus: for players from Denmark, Sweden, Finland, Germany, Israel, Poland, China,
Rufus: Australia, and ANY account deemed to be abusing bonuses in ANY way).
Rufus: Amounts wagered at the craps, roulette, and baccarat tables do not count
Rufus: toward play through requirements."
Me: you can't just change it after i cash out
Me: It wasn't changed when I cashed out and HE TOLD me I had met the WR.
Rufus: Bear with me
Me: sure
Rufus: Ok i have accounts checking this out for you. As soon as we have an update we will email you immediately
Me: ok thanks how long will it take?
Rufus: You will probably be contacted later today.
Me: Ok thank you very much.

--------------------------------------------------------------------------

Then got this email a couple of hours later:

This is a note regarding your ticket with tracking number: xxxxxxx

Dear Benjamin,

Just a quick update on the bonus requirments. This bonus rule was in place long before you signed up. If you are unsure of the bonus requirements you can contact us before requesting future withdrawals.

If you have any further questions regarding this matter, please do not hesitate to contact us here again.

Regards
Sean

Sincerely,
SkylineCasino's Customer Service Team

--------------------------------------------------------------------------

I replied to that email explaining it all again that I signed up before they changed the terms. Got this:

Dear Benjamin,

The following are thye requirements inorder for you to sucessfully recieve
your bonus.

"bonus when signing up and for referrals. Said free bonuses, as to their
amount and issuance, shall be subject to the discretion of Internet
Opportunity Entertainment Ltd., and shall be non-transferable and non-
refundable. All bonuses are subject to play through requirements of 25 times
the deposit plus bonus given. For example, if you deposit $100 and are given a
bonus of $30, you will be required to play $130 x 25 = $3250 in order to
withdraw the full amount of the bonus (All accounts are subject to review
before any winnings are paid and playthrough requirements are double (50x) for
players from Denmark, Sweden, Finland, Germany, Israel, Poland, China,
Australia, and ANY account deemed to be abusing bonuses in ANY way). Amounts
wagered at the craps, roulette, and baccarat tables do not count toward play
through requirements."

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

Therefore if you deposited $1000 and recieved a bonus of $370 then
1370x25=34250.

We are very sorry for any inconvience.

If you should require any further information or if you have any comments or
queries then please do not hesitate to contact us.

Kind regards,

John

--
Skyline Casino Cashier

--------------------------------------------------------------------------

After that I sent them an angry mail and got this reply:

Dear Benjamin,

I have relayed your comments below back to the withdrawls department, who will
re-review the situation and get back to you as soon as possible with an update.

Kind regards,

Ian

--------------------------------------------------------------------------

I got a new reply some hours later:

This is a note regarding your ticket with tracking number: xxxxxxx

Dear Benjamin,

Just a note to inform you that managements decision is final, we are bound to all rules and regulations as specified on the site.

Please do not hesitate to contact us if you have any questions regarding
this matter.

Regards,

Fergal

Sincerely,
SkylineCasino's Customer Service Team

--------------------------------------------------------------------------

I was writing all this on another forum. I got a link from another forum member to a cached site of their sign up bonus terms. It's from 29/12-04, and that's the terms that were on their site when I signed up.

LINK: Link Removed (invalid URL)


Now I sent them another mail with the google link to the cached site and got this:

Dear Benjamin,

I have passed on the link to the department that is dealing with this issue.

They will review it and contact you shortly with an up-date.

We are very sorry for any inconvience caused and we hope to resolve this issue
shortly.

If you should require any further information or if you have any comments or
queries then please do not hesitate to contact us.

Kind regards,

John

 

[Dirk Diggler]

There was a similar problem to this posted over at WOL - the casino managment ended up sorting it out after it was posted.

You could try finding that thread and posting on it.

I must say I'm rather surprised to see a site linked to Sportingbet being this unscrupulous - changing T&Cs after a player has deposited/cashed out is about as stupid as a casino can be.

 

[UKDafoe]

This casino has pulled the same crap on me as well.

Before I withdrew I asked customer support if I had met the WR and was explicitly told that I had and I could safely withdraw. Nevertheless they sent 300$ less than my withdrawal request to my Neteller.

I have been contacting CS for the last few days with much the same results as Benke. Even though they acknowledge that their own CS told me I could withdraw they keep making up new excuses not to give me that $300.

Excuses to date are:

1) I have to wager the 70$ download bonus 25x (Note that the 70$ is completely unrelated and had not even been credited to my account when I withdrew)

2) I have to wager 25x 300$ bonus. (This is a new term AFTER I withdrew)

3) They went back to the 70$ bonus (again, unrelated)

4) This one is the funiest, claims I had to wager 2x the bonus and deposit before I withdrew under the old rules...I obviously did this.

5) I had to wager 6x under the old bonus rules rather than 5 (Check the screen shot above, clearly says 5x, not 6)

I have copies of all these emails and chats I had with Live support saved on my computer.


This casino is a complete joke. I am very dissapointed that a casino advertising that it is traded on the London Stock Exchange is pulling such garbage. If their CS keeps this up with me I'll be pitching a bitch shortly.

 

[cipher]

Attached hereto is a copy of an email that I received from Skyline Casino yesterday after I sent a not so nice email to them yesterday. To their credit they were responsive to my email and appear to be trying to rectify this problem. Have a good one.


Dear B.J,

Thank you for highlighting this issue and bringing it to our attention.

The rules listed onsite at the moment are correct (25 times the deposit plus bonus) We did however update the rules from 5 times. As such, any customers who had deposited when the 5 times rule was in place should have their bonus calculated at this turnover amount. However, unfortunately the changeover resulted in system errors when trying calculate the correct payout for each customer.

If there are individual customers who feel they have not had their bonuses calculated at the correct payout then they should please contact us at their earliest convenience, and mark the email to the attention of either Brendan or Declan (CS supervisors). We will then look into each issue and work towards a resolve.

Kind regards,

Brendan.
CS Supervisor.

 

[bluestone]

a little bit off topic here, but cipher and others, what do you think of the fairness of their BJ games? I mean those EFS supported casinos in general. I played there a little, and usually I can only win 1/3 of the hands I played. Apparently it's even worse than the well-blamed playtech software.
wanna to know if it's just me that has bad luck. Thanks.

 

[thetest32]

Although I have only had very limited experience (only playing at SkyLine) I actually did OK at BJ. I was given $15 free for a competition at another site to use at this casino. Had to wager through $300 with max. cashout of $100. Well, I played and after hitting $300 dead on the nose I had a bank balance of $100 meaning I could cash out the maximum possible.

Approval was no problem and the cheque was fedexed to me in the UK (at no cost). This fed-ex package arrived about 5-6 days after cash in which is very good.

Now just to see if the cheque clears

B.

 

[ScurvyDog]

My Skyline Experience

I'm also in the same boat, as far as Skyline removing the $300 from my withdrawal despite my meeting the wagering requirements of their 30% up to $300, 5x initial signup bonus ($6,500 WR). I've yet to receive any response from them, despite sending three different emails. I contacted their live customer support on January 3 and was told I'd have a response in 24 hours. Nada, nothing. Still haven't heard from them.

As far as their BJ game, I felt it was pretty streaky but fair. I cashed out well ahead on the welcome "bonus", largely flat betting $5-$10. They also gave me a second $70 bonus for downloading and using their software which I ran up to $375 before cashing out, again largely flat-betting $5-$10. Cashouts were processed very quickly with no hassle.

No beef at all with them except for the way they're handling this changing-of-the-initial-bonus-deposit-midstream fiasco. To condense a thread from another forum, it's pretty clear they're resorting to anything possible to refuse paying out those $300 bonuses, claiming at various times to different people that:

1) The bonus had been 25x for months (patently false)
2) Players told by CS that they'd cleared the WR had not, in fact, cleared the WR
3) That the bonus amount itself adds to the WR (i.e. that the WR for the initial bonus previously was $6,800, not $6,500)
4) That they can be bastards and withhold any bonus, for any reason (which is the only thing I've heard from them so far concerning this that is true.)

 

[Benke]

They have stopped writing to me too. The last thing I heard was "Dear Customer, Your issue is being processed currently by management. Again we apologise for this and the delay insued. We will be in touch later today in relation to this when a resolve is available."

This was over 48 hours ago.

 

[plj8624]

I can't tell if they are trying to screw me or not...

I registered just to give my experience with this one. They seem to be trying to change their story with regards to the bonus. I have gotten multiple responses from the cashier and host saying conflicting things about whether, after wagering $8000+ I have fulfilled the requirements or not. They seem to have changed their requirements, which is within their bounds. However, it seems extremely scummy to me to AFTER THE FACT remove bonuses, if that is in fact what they have done. I am still trying to get my cashout sorted out. I will post the resolution of my experience, which I fear is going to end badly.

 

[arbster]

Given half a chance they'll screw us all. They keep fobbing me off that it's being reviewed.

 

[Benke]

They are saying the same thing to me. I have get this mail every time now when I ask them how it's proceeding: "Your issue is being processed currently by management. Again we apologise for this and the delay insued. We will be in touch later today in relation to this when a resolve is available".

They have never "been in touch later the day" and I have gotten this mail or similar mails three times.

I think they are trying to stall the whole thing and hope that we will give up.

 

[slotchik]

I will direct LAURA, the new manager for Skyline to this thread!!! Also you can email her at:

lauchaba@hotmail.com

I know she has a work email but I can't find it....

SHE USED TO MANAGE SHARK

 

[Sodax77]

I will direct LAURA, the new manager for Skyline to this thread!!! Also you can email her at:

lauchaba@hotmail.com

I know she has a work email but I can't find it....

SHE USED TO MANAGE SHARK

And i just "spoke" with Laura about Shark Casino safebet.org issue (what is now ok)... Now new case?!

 

[jetset]

Laura Chacon is now at Skyline? That might explain why there seem to be so many problems lately. In the old Angelciti multiple casinos (Vacation, WTOC, Starbright et al) days she was in the middle of many a muddle!

 

[cipher]

Laura Chacon is now at Skyline? That might explain why there seem to be so many problems lately. In the old Angelciti multiple casinos (Vacation, WTOC, Starbright et al) days she was in the middle of many a muddle!

Hi Jet:

Funny how the "cream" always seems to rise to the top. Have a good one.

 

[sirius]

Laura Chacon is now at Skyline? That might explain why there seem to be so many problems lately. In the old Angelciti multiple casinos (Vacation, WTOC, Starbright et al) days she was in the middle of many a muddle!

Nothing to do with Laura. She only started a few days ago.

 

[arbster]

Nothing to do with Laura. She only started a few days ago.

Hopefully she'll recognise the damage being done to the casino (and SportingBet Group) reputation and intervene.

 

[The Dude]

I noticed that there have been a few "bitchings" posted here in this thread, but the only one that was submitted to me was Benke's. If anyone is still having problems having this resolved, please fill out a PAB so I can forward this info to the casino.

Hopefully by now most of this has been taken care of. If not, I need to know. Thanks!

 

[sirius]

I don't really know where to start with this casino. I did get the bonus eventually (yesterday) but I had to go through the new manager and even then it was problematic. At first, when they finally agreed that they shouldn't have deducted the bonus, they just put the $300 they removed from the cashout back in my account and said I had to wager $7000 first (there was another $70 bonus in my account since I withdrew) or I would forfeit all the bonuses. That $70 bonus has a 20x wagering requirement but they changed it to 100x last week and were trying to retroactively enforce the new rules! Obviously that $300 should have been sent and not put back in my account so eventually they did that without making me wager $7000 (more than the original wagering requirements for the $300 bonus).

Another strange thing is they sent the initial cashout (minus the bonus) by bank wire although I followed the instructions for Neteller. I did quite well at the casino so I would have been in profit without the bonus so at least the software seems quite fair but that is about the best I can say about it.

 

[The Dude]

I'm anticipating a response hopefully soon.

 

[The Dude]

So far I've forwarded ScurvyDog, Arbster, and Benke's PAB to Laura who is looking into this. She just came on board at the casino this past week, so let's give her chance before giving her hell

BTW, the reason I ask for PABs is so that the casino doesn't have to weed though emails or postings at various boards to collect the info they need (email address, user name, etc.,). And I use them to keep tabs on things as well.