Bogus Complaint Slotsoasis voids winnings - I played the wrong game

[uungy]

I used a Blackjack and VP bonus code at slotoasis, and won on Roulette. I didnt read the terms, and it was my mistake. I then went to chat and asked them the reason why my withdrawal wasnt being processed, and they explained that I played a restricted game, so the winnings are restricted. I reversed my withdrawal.

I went to the slots, and won over 40K (i dipped into the winnings I made on roulette).

Now here comes the terms

Wagering on restricted games does not count towards the fulfillment of the wagering requirements and winnings from rounds played on restricted games before meeting the wagering requirements will be removed at the time of a cash-out request.

Wagering on restricted games may void all winnings won on this promotion

The first term clearly (in my opinion) is that only from the winning rounds will be removed, nothing more, and only at cashout (doenst sound like the wins on top of that will be cancelled). The second term is really vague, and contradicts the first term altogether.

To top it all off, they have removed the winnings now from my account, and I havent even requested a cashout.

Any opinions? I know I played roullette (the winnings were all the balance I had), and I have requested them to remove only "those winning rounds" but why all of it? I think they are completely out of line.

 

[The Dude]

Have you tried to solve this problem with support or the casino reps?

 

[uungy]

yes, been in touch with Louise and the support via email, however they just keep saying the casino managers decision is final.

I told them NOT to remve the winnings, and they did that too!

 

[lots0]

Any opinions? I know I played roullette (the winnings were all the balance I had), and I have requested them to remove only "those winning rounds" but why all of it? I think they are completely out of line.

Sorry but I don't agree with you.
You broke the rules, unintentional or not and rules is rules.

I do feel for you though... to lose $40k because of a simple oversight really sucks.

 

[uungy]

nor sure what you mean. t says that only the wins from the restricted rounds will be removed at cashout

 

[The Dude]

I used a Blackjack and VP bonus code at slotoasis, and won on Roulette.

You are a savvy and VERY experienced player. What were you thinking when you played roulette?

 

[lots0]

It also says

Wagering on restricted games may void all winnings won on this promotion.

That is perdy clear to me... when it says "void all winnings" it kind of takes all of your argument out.

Again I'm Sorry... But that is the way I see it.

 

[uungy]

it was a complete mistake. i think reason was, next to the codes t says "blackjack vp and other favorite games" . i know am an idiot or not checking the terms beforehand ,but I hate o admit it, but i do make mistakes. also since it is a recurring weekend bonus,I read the terms the first time i played and didn't reread them again.

 

[uungy]

It also says

That is perdy clear to me... when it says "void all winnings" it kind of takes all of your argument out.

Again I'm Sorry... But that is the way I see it.

yes, but you missed out the crucial part "may void your winnings" however the first term is blatantly clear. also they are a complete contradiction

 

[The Dude]

it was a complete mistake. i think reason was, next to the codes t says "blackjack vp and other favorite games" . i know am an idiot or not checking the terms beforehand ,but I hate o admit it, but i do make mistakes. also since it is a recurring weekend bonus,I read the terms the first time i played and didn't reread them again.

Then why start a thread about it? You begin the thread with the air of "they stole my money" and now you're admitting you effed up? What are you doing?

 

[lots0]

No I thought about that. The word "may" just gives the casino management the final decision on voiding the winnings or not and from what you said, it sounds like they have made their decision.

I don't see the contradiction between the two. It maybe because I have only had 10 hours sleep in the last week. But as I see it, the "void all winnings" is just an addition to the first term.

 

[uungy]

@Casinomeister

i don't see the problem. i have put both sides, and agreed i made a mistake, but that's no excuse for them to go against their own terms or to have contradicory terms

@lots0

i still don't see where you are heading, the first term says "winning rounds" will be removed at cashout .
also note they have removed my winnings, and i have/had no pending cashouts

 

[baabaa006]

Hi Uungy
Firstly I really feel for you ($40k WOW), but you have been on Casinomeister since 2004, so you have been around online casinos for awhile. It is a pretty standard term for all casino's that they have the right to avoid all your winnings from a bonus if you play blackjack, roulette etc.
My basic rule is if I take a bonus I avoid anything except slots (I even avoid progressive slots)
Having said that, I find it unreasonable that casino's allow you to play games that they know will allow them to void your winnings if your lucky enough to make a withdrawal.
But I doubt this will ever change.

 

[The Dude]

@Casinomeister

i don't see the problem. i have put both sides, and agreed i made a mistake, but that's no excuse for them to go against their own terms or to have contradicory terms...

How are they contradicting one another? You played prohibited games, they voided the winnings.

Like I asked earlier - what were you thinking when you played roulette?

 

[chuchu59]

I used a Blackjack and VP bonus code at slotoasis, and won on Roulette. I didnt read the terms, and it was my mistake. I then went to chat and asked them the reason why my withdrawal wasnt being processed, and they explained that I played a restricted game, so the winnings are restricted. I reversed my withdrawal.

I went to the slots, and won over 40K (i dipped into the winnings I made on roulette).

Now here comes the terms
The first term clearly (in my opinion) is that only from the winning rounds will be removed, nothing more, and only at cashout (doenst sound like the wins on top of that will be cancelled). The second term is really vague, and contradicts the first term altogether.

To top it all off, they have removed the winnings now from my account, and I havent even requested a cashout.

Any opinions? I know I played roullette (the winnings were all the balance I had), and I have requested them to remove only "those winning rounds" but why all of it? I think they are completely out of line.

Do you mean that at one stage your entire balance consisted only of winnings derived from Roulette. If so, your balance would be a fat $0 and hence it is not at all possible to obtain any more winnings at slots or other games for that matter.

 

[uungy]

Do you mean that at one stage your entire balance consisted only of winnings derived from Roulette. If so, your balance would be a fat $0 and hence it is not at all possible to obtain any more winnings at slots or other games for that matter.

it says at "cashout" winnings from that round will be removed. anything above that seems clear to me will stay. that's what their terms state

 

[KasinoKing]

it says at "cashout" winnings from that round will be removed. anything above that seems clear to me will stay. that's what their terms state

I know you're annoyed about making a mistake & losing your big win, but I agree with the others, there is NO contradiction between those 2 terms at all.
Let me highlight the key words:-

Wagering on restricted games may void ALL winnings won on this promotion

That's crystal clear to me.
The word "may" just means the manager could, if she was in a very generous mood, decide to waive this rule - but I think that's very unlikely to ever happen, especially with such a big win involved.

Don't beat yourself up - we all make stupid mistakes - I do it just about every day!

KK

 

[Nifty29]

I used a Blackjack and VP bonus code at slotoasis, and won on Roulette. I didnt read the terms, and it was my mistake.

Sorry uungy, but no casino in the world is going to let you cashout after playing roulette with a blackjack/VP only bonus. Its a good example of how important it is to read the terms of EVERY bonus you take.

But then, I think you knew that already.....

 

[chuchu59]

If your roulette winnings had been removed and you had met wagering requirements before you played slots you would have a case. However, you admitted to playing slots with the winnings on roulette. Both are restircted games. I cant see how we can argue with that.

 

[uungy]

If your roulette winnings had been removed and you had met wagering requirements before you played slots you would have a case. However, you admitted to playing slots with the winnings on roulette. Both are restircted games. I cant see how we can argue with that.

Slots are not restricted, only roulette and a couple other games.

I know you're annoyed about making a mistake & losing your big win, but I agree with the others, there is NO contradiction between those 2 terms at all.
Let me highlight the key words:-

That's crystal clear to me.
The word "may" just means the manager could, if she was in a very generous mood, decide to waive this rule - but I think that's very unlikely to ever happen, especially with such a big win involved.

Don't beat yourself up - we all make stupid mistakes - I do it just about every day!

KK

Two things I want to point out again.

Firstly, it says in the first term that all winnings from the (restricted game) round will be removed at "cashout", fair they should remove the roulette winnings at cashout, but that clearly seems to say that all other winnings wont be ermoved.

Secondly they have already reset my balance to zero, even there was no withdrawal pending, so where do they come in to do that?

Thats 2 thhings which they are going blatantly against their own terms

 

[The Dude]

Hmmm. Let's try it again.

Why did you play roulette??

 

[Nifty29]

OK, apart from Bryans still unanswered question, lets look at it like this:

1. You request a cashout, and they remove ALL the winnings from your account that you generated from your roulette play as per:

it says at "cashout" winnings from that round will be removed. anything above that seems clear to me will stay. that's what their terms state

2. The amount you won on slots is still remaining in your account, and they remove the rest of your balance as per:

Wagering on restricted games may void ALL winnings won on this promotion

Looks like the casino has followed its own CLEARLY ADVERTISED terms to the letter.

Time to move on mate.

 

[uungy]

Hmmm. Let's try it again.

Why did you play roulette??

I made a mistake (thought it was alloed to be played, forgot to look back at the rules etc..), I thought I had answered that before, sorry for overlooking it. But I think thats now a side point. I am not taling about that, I agree that the win on roulette should be removed

OK, apart from Bryans still unanswered question, lets look at it like this:

1. You request a cashout, and they remove ALL the winnings from your account that you generated from your roulette play as per:



2. The amount you won on slots is still remaining in your account, and they remove the rest of your balance as per:



Looks like the casino has followed its own CLEARLY ADVERTISED terms to the letter.

Time to move on mate.

That would be the correct thing to do, if I understand what you are saying correctly

WHat they have done is removed ALL my winnings, slots winnings roulette winnings and all, eventhough I havent even requested a cashout.

I am not disputing the roulette win, it was my mistake, and it should be removed when i cashout, however they have removed the slots win, and the roulette win, all before I have even cashed out.

 

[The Dude]

I made a mistake (thought it was alloed to be played, forgot to look back at the rules etc..), I thought I had answered that before, sorry for overlooking it. But I think thats now a side point. I am not taling about that, I agree that the win on roulette should be removed...

...I am not disputing the roulette win, it was my mistake, and it should be removed when i cashout, however they have removed the slots win, and the roulette win, all before I have even cashed out.

Actually, I disagree. Your choosing to play roulette is the main point since this is where you ran into the problem of confiscated winnings.

To say that playing roulette was a mistake is a cop-out. I don't think a soul here can buy that. You've been playing online for years, with enough bonus problems to shake a stick at, and you want us to believe that you didn't know roulette was not included????? I don't mean to be harsh, but you've got to be shittin' me.

Please correct me if I'm wrong, but I don't recall any recent RTG VP and Slot bonus codes that include roulette, and you know this.

My thoughts are that you tried to get over on them by thinking you found a loop-hole, and now you're trying to get them to pay up by trying to split hairs with their terms and conditions.

I can hear a collective moan out there, but I don't believe in an instant that uungy makes mistakes like this. I don't buy it.

Just my thoughts.

 

[Nifty29]

The point I was making above was that REGARDLESS of which rule is applied first, in the end you will lose ALL of your balance.

Whether it is removed at cashout or any other time is irrelevant, unless you were planning to generate a whole lot of comp points before you cashed out......(which is probably why they removed it all).

After all, your INITIAL cashout was denied because you had played roulette, so Im not sure what you were trying to achieve by reversing it and continuing to play....???? Did you really think they were going to change their mind just because you played a bit more???

It's an argument you can't win. As you would know, CM members (and Bryan himself) are the first ones to get behind players who are denied rightful winnings - the fact that nobody supports your claim so far should give you a fair indication of where you stand.

You made a mistake, and should accept full responsibility and not point the finger at the casino which, as far as I can see, has done nothing wrong at all.

 

[uungy]

I cant prove or disprove that, but I would not knowingly play my balance up to this much ($50K+) just to try out a loop hole, please be realistic. Majority of the balance is a slots win.

I generally dont play RTG, infact its the only one I have played recently (besides for doyles and one other which I played about 2months ago), so I wouldnt say that.

On their website next to the codes it says "on BlackJack and other favourite games." So why cant you understand I MADE A MSITAKE!

Facts are now nothing to do with a mistake etc. its what they have done is completely wrong.

 

[uungy]

The point I was making above was that REGARDLESS of which rule is applied first

thats incorrect, are they keeping to their terms or not. You cant make your own terms and then say close the case. If they arent keeping to their terms they should pay up.

 

[paulcr]

That does suck getting such a big win and then getting it taken away. I always steer clear of roulette and blackjack these days for this very reason.

 

[The Dude]

That does suck getting such a big win and then getting it taken away. I always steer clear of roulette and blackjack these days for this very reason.

Spot on. Never ever ever play games other than what the coupon specifies. If it's for VP play VP (after checking if multi-hand is included/excluded) same goes for slots. How can one use a coupon that is for slots and or VP and play roulette is beyond me. RTG or not, that's a newbie error, not an uungy error.

 

[Simmo!]

Majority of the balance is a slots win.

Just out of interest, was the big slot win(s) before or after you played Roulette? Reason I ask is that I would have a little sympathy if it was before, but if it was after, then any profits made from roulette have an effect on your ability to ride out slots long enough to profit. One of the reasons roulette and other games are banned is becuase bonus abusers use these games to build up a balance before going to higher variance games, which is clearly something that needs to be guarded against.

 

[Nifty29]

Jus out of interest, was the big slot win(s) before or after you played Roulette? Reason I ask is that I would have a little sympathy if it was before, but if it was after, then any profits made from roulette have an effect on your ability to ride out slots long enough to profit.

Hi Simmo

The OP said he played slots after having his cashout denied and reversed back to his account - and THEN he went on to play and win at slots.

Watching this thread reminds me of a disturbed greyhound playing with a rubber boot..........you know......when it just wont let go???

 

[chuchu59]

Hi Simmo

The OP said he played slots after having his cashout denied and reversed back to his account - and THEN he went on to play and win at slots.

Watching this thread reminds me of a disturbed greyhound playing with a rubber boot..........you know......when it just wont let go???

OK Nifty,

Stop posting in the meanwhile and aim for another JP in a Triple Sevens slot.

 

[uungy]

How can one use a coupon that is for slots and or VP and play roulette is beyond me.

As I stated earlier it was for Blackjack and your favorite games, cant see why you cant understand where a confusion comes in, and possible mistake

Just out of interest, was the big slot win(s) before or after you played Roulette? Reason I ask is that I would have a little sympathy if it was before, but if it was after, then any profits made from roulette have an effect on your ability to ride out slots long enough to profit. One of the reasons roulette and other games are banned is becuase bonus abusers use these games to build up a balance before going to higher variance games, which is clearly something that needs to be guarded against.

it was after, and all wagering had been completed. Its not a matter of sympathy jere, its a matter if they are within their terms 1) void winnings prior to cashing out 2) void all extra winnings.

I am not really sure what you mean by a "large balance" to ride for a sure win. I was playing at large stakes. I have lost 5K many times with slots, wagering only a a few times through. it depends on the stake you are playing though.

Bottom line is, are they within their terms, which I feel clearly they aren't.

Is that not what a is accepted from a credible company?

 

[spearmaster]

I used a Blackjack and VP bonus code at slotoasis, and won on Roulette. I didnt read the terms, and it was my mistake. I then went to chat and asked them the reason why my withdrawal wasnt being processed, and they explained that I played a restricted game, so the winnings are restricted. I reversed my withdrawal.

I went to the slots, and won over 40K (i dipped into the winnings I made on roulette).

I'm afraid I don't sympathize with you either, uungy. I have bolded what I believe is your own admission that you played with funds which should've been void in the first place.

Yes, you can claim that they should've removed the voided funds first, but that is still irrelevant. After all, it was you who reversed the withdrawal. They did not reverse it into your account themselves.

 

[Louise]

Hi everyone,

I would first of all like to of course comment on the unfortunate situation we are dealing with here.

Uungy's account has been looked in to thoroughly to ensure that the answer we have given the player is correct and fair according to our terms and conditions.

Uungy had redeemed the blackjack bonus and made a first bet of $125 on the restricted game of roulette and won $9000 off of that one game. He then switched to play blackjack and proceeded to wager on this allowed game, meeting the playthrough, however not coming out the other side with any winnings whatsoever on blackjack, only void winnings from playing roulette were in his balance. This then meant that the whole balance was void as it was winnings accumulated from only restricted games. The player then requested a withdrawal and had come to live chat about it, where we then proceeded to explain what has happened and that he has the following two options:

1. To be reset to the original deposit and start to play from scratch
2. To be reset you back to the original deposit and add a bonus for some/a allowed games that he wanted to play

Whilst on live chat with our CS rep, Uungy had then proceeded to cancel the withdrawals and start to play on the slot machines, in turn, accumulating a large and unfortunately void balance.

This is of course an unfortunate situation and is very disappointing for the player, but it is clearly written in the terms and conditions concerning our policies, so there is unfortunately nothing that can be done for the player.

Uungy can still decide as to the 2 options which were offered above, 1. Going back to the original deposit and starting from scratch 2. Going back to the original balance and re-applying the bonus and making not sure to play any restricted games whilst the playthrough has still not yet been met.

I hope that this explains everything as to the order of events that have transpired.

Kind regards,

Louise
Rushmore, Cherry Red & Slots Oasis Rep.

 

[funeral979]

Uungy had redeemed the blackjack bonus and made a first bet of $125 on the restricted game of roulette and won $9000 off of that one game.

You know I really felt for you until I read this. I think you knew exactly what you were doing. How could you not think this would not be noticed and set off some alarms??

 

[The Dude]

Uungy had redeemed the blackjack bonus and made a first bet of $125 on the restricted game of roulette and won $9000 off of that one game. He then switched to play blackjack and proceeded to wager on this allowed game...

Funny thing is that Uungy is trying to convince us that it was an honest mistake. I rest my case

 

[lots0]

Uungy can still decide as to the 2 options which were offered above, 1. Going back to the original deposit and starting from scratch 2. Going back to the original balance and re-applying the bonus and making not sure to play any restricted games whilst the playthrough has still not yet been met.

In my opinion, those are both very good offers.
The casino management deserves some kudos.

 

[spearmaster]

Uungy had redeemed the blackjack bonus and made a first bet of $125 on the restricted game of roulette and won $9000 off of that one game.

Correct me if I'm wrong, but it is impossible to win $9000 from a single bet of $125 on roulette.

Did you mean:

A. He won $900, or
B. He won $9000 only playing roulette?

 

[uungy]

Funny thing is that Uungy is trying to convince us that it was an honest mistake. I rest my case

Not sure what you are saying. I mistakingly thought Roulette was allowed to be played

Correct me if I'm wrong, but it is impossible to win $9000 from a single bet of $125 on roulette.

Did you mean:

A. He won $900, or
B. He won $9000 only playing roulette?

was a $250 wager (B)

@lots0 , keep posting, you make me laugh every time I see you posting!

Hi everyone,

I would first of all like to of course comment on the unfortunate situation we are dealing with here.

Uungy's account has been looked in to thoroughly to ensure that the answer we have given the player is correct and fair according to our terms and conditions.
etc........

A couple of thing to be pointed out. Firstly the offer to reset to my initial deposit was only after the win on slots for some $44K (have a screenshot), which was during the chat (you can check for yourself the timing).

You still seem to disregard the contradictions which I have pointed out in the terms, such as why my winnings have been removed already, when it clearly states upon "cashout" secondly it says only winning rounds will be removed at cashout.

As I have stated earlier, the $9K in winnings from roulette should be voided upon cashout, as stated in the terms.

 

[AussieDave]

Hi uungy,

You took a bonus that stipulated you could not use it on Roulette...However you played Roulette. Meaning any winnings from that time on were voided!

Which also means any money used after playing Roulette were also voided.

So the slots win you had...was made from voided winnings.

But here you are trying to manipulate the casino bonus terms and conditions, when they CLEARLY state the OBVIOUS that you played a prohibited game STRAIGHT UP with your Blackjack and VP bonus...

Sorry but sounds to me like your taking the piss mate!

Sure it's a costly mistake but that's what happen when you don't FOLLOW the casino bonus rules.

I'd be accepting one of the options & be thinking myself fortunate that the casino is prepared to cut you some slack


Cheers
T

 

[lots0]

@lots0 , keep posting, you make me laugh every time I see you posting!

Now your acting like a jerk...

I did feel for you, but now I don't.
You broke the rules and obviously think your 'special' and the rules don't apply to you.

The terms are clear to EVERYONE except you.
Although I think the terms are clear to you as well, you just don't want to accept them. That is understandable. But acting like a jerk is not.

As you friggen well know, the casino did not have to make that offer. They could have just totally blew you off and been well within the right.

BTW - You asked for opinions. If you didn't want to hear them you should not have asked for them.

Anyway good luck getting that 40k...

 

[Louise]

Correct me if I'm wrong, but it is impossible to win $9000 from a single bet of $125 on roulette.

Did you mean:

A. He won $900, or
B. He won $9000 only playing roulette?

The player made a bet of $125 on the '0' and won $9000 from that one single game of roulette. He had no other winnings on other games.

A couple of thing to be pointed out. Firstly the offer to reset to my initial deposit was only after the win on slots for some $44K (have a screenshot), which was during the chat (you can check for yourself the timing).

You still seem to disregard the contradictions which I have pointed out in the terms, such as why my winnings have been removed already, when it clearly states upon "cashout" secondly it says only winning rounds will be removed at cashout.

When you came to live chat, your void winnings were pending as withdraws. Whilst speaking to the live chat rep, the pending withdrawals had been proceeded to be canceled and only once the CS rep's page refreshed on our bankend admin, had then your balance been played on slots and the winnings been made. It would make no difference when the offer was given, etc, we had no control to stop you playing any further games and it was unfortunately up to you that you had decided to continue playing whilst discussing the issues with your account.

The removing of winnings has taken place as they are all void - I personally see no reason whatsoever for void winnings be left in the account in order to maybe accumulate even more winnings and for the entire balance still be void. It wouldn't matter when they would be removed, as no action could be taken to make them un-voided!

As I have stated earlier, the $9K in winnings from roulette should be voided upon cashout, as stated in the terms.

I don't see any issue here - As your withdrawals were still pending and none had been processed, this is therefore still a time of your cashout request. Once the accounts manager goes to approve withdrawals, this is the time that accounts are checked for removal of bonus amounts and/or any winnings on restricted games.

I think that should answer your concerns.

Regards,

Louise
Rushmore, Cherry Red & Slots Oasis Rep.

 

[aceking123]

hi all .9000k win from 125 = 4375, he would need to be betting 265 straight up single bet for 9k win , wich is a pity for the (OP) but as for casino its thumbs up to them because they havnt got to pay up very lucky (OP) broken the rules , feel sorry for (OP) but there are rules in terms, good luck

 

[uungy]

@lots0 no need to take offence, apologies if I said anything within my post that got you offended. Please post your thoughts, however that post did make me laugh. :notworthy

When you came to live chat, your void winnings were pending as withdraws. Whilst speaking to the live chat rep, the pending withdrawals had been proceeded to be canceled and only once the CS rep's page refreshed on our bankend admin, had then your balance been played on slots and the winnings been made. It would make no difference when the offer was given, etc, we had no control to stop you playing any further games and it was unfortunately up to you that you had decided to continue playing whilst discussing the issues with your account.

Was just clarifying, when I posted when I had won, as it soundsd as though you had offered me that before I had won on slots

The removing of winnings has taken place as they are all void - I personally see no reason whatsoever for void winnings be left in the account in order to maybe accumulate even more winnings and for the entire balance still be void. It wouldn't matter when they would be removed, as no action could be taken to make them un-voided!

Thats not really the point, but its agains the terms, and as I have stated earlier, the terms state only the winnings from the rounds played on the restricted games will be cancelled, not all winnings!

 

[jas2587]

@lots0 no need to take offence, apologies if I said anything within my post that got you offended. Please post your thoughts, however that post did make me laugh. :notworthy

Was just clarifying, when I posted when I had won, as it soundsd as though you had offered me that before I had won on slots


Thats not really the point, but its agains the terms, and as I have stated earlier, the terms state only the winnings from the rounds played on the restricted games will be cancelled, not all winnings!

you won from roulette you continued to play on those winnings which in fact was not winnings at all as roulette was a non allowed game which really makes the 9K a void so you was betting with money that really wasnt yours to bet on
Cindy

 

[The Dude]

In my opinion, those are both very good offers.
The casino management deserves some kudos.

I second that. That was an absolutely fair solution.

Actually, I'm amazed that Uungy didn't take them up on this offer since he (admittedly) effed up.

 

[refre]

I don't see any issue here - As your withdrawals were still pending and none had been processed, this is therefore still a time of your cashout request. Once the accounts manager goes to approve withdrawals, this is the time that accounts are checked for removal of bonus amounts and/or any winnings on restricted games.

Just curious here, live chat support knew that the withdrawals hadn't been processed due to play on restricted games. This indicates that the accounts manager had already reviewed the withdrawals. Why were the they still pending, and available for reversal, at this point?

Did the withdrawals consist of roulette winnings only at cashout?
Meaning that a removal of these winnings and bonus amount, would lower balance to (below) zero?

Thanks

Freddy

 

[Louise]

you won from roulette you continued to play on those winnings which in fact was not winnings at all as roulette was a non allowed game which really makes the 9K a void so you was betting with money that really wasnt yours to bet on
Cindy

Correct

Sorry uungy, I totally understand how upsetting this must be, but I can't see any loopholes here.

If we want to talk more about conditions, I would also mention:

Wagering on restricted games may void all winnings won on this promotion.

Regards,

Louise
Rushmore, Cherry Red & Slots Oasis Rep.

 

[Louise]

Just curious here, live chat support knew that the withdrawals hadn't been processed due to play on restricted games. This indicates that the accounts manager had already reviewed the withdrawals. Why were the they still pending, and available for reversal, at this point?

Did the withdrawals consist of roulette winnings only at cashout?
Meaning that a removal of these winnings and bonus amount, would lower balance to (below) zero?

Thanks

Freddy

We train our staff to be aware of players that may have certain issues with their accounts, so as to try and preempt the disappointment and get things fixed up as soon as possible. The players account was then handed on to the customer service manager to be checked in to and actions be made as to remove the void winnings.

As the player had met the playthrough by playing enough blackjack, the balance had then switched to withdrawable, but with only winnings from that one game of roulette.

Thanks,

Louise
Rushmore, Cherry Red & Slots Oasis Rep.