Thrills delete FS winnings and dont payout

[NohchiPlayer]

Hello, I have a account with thrills, and my brother too, we both deposited etc..

Today everyone got 5 FS on thrills on gonzos quest, my brother played them and i played them too, my brother won nothing i won a bit and got up
to 14 euro with starburst and cashed out, but thrills voided the cashout and deleted the winnings becouse 2 Freespins from 1 household...

I want to ask is this fair? I understand if same deposit bonus is used from same household but they added ALL accounts 5 freespins so thats not my fault?

 

[conker]

Hmm, that's a real tricky one and I can see your dilemma. Quite often casinos will not look too kindly on two accounts from the same address. Classic example the husband opens an account in the wifes name to take advantage of the same offer.

The fact that you both took the free spins is what is making it complicated. Saying that, if Thrills gave them to you both then they should honour this. For 14 euros I think it would make sense for them to do that.

I think you are going to have to hammer it out with there CS team and see if you can get them to pay up.

 

[Tirilej]

You knew about the rule that there is just one promotion/household and still both played?

Didn't you even think about asking them first or was it because 5 was so little?

I can't see that they did the wrong thing here.


Edit: I see conker was a little nicer. Listen to him instead

 

[NohchiPlayer]

I spoke to livechat and they say "only 1 freespins per household"... But they added the freespins to everyone, of course i would understand
if 2 deposit bonuses or deposit freespins from same household are taken then they can delete it but its 5 fs that everyone got...

Of course i didnt maked any accounts in name of my brother or something to get more freespins, they can check accounts i never got same bonus like my brother... only this 5 fs that they added...

 

[Casino2014man]

I cant believe they would disappoint a player over a 14 euro withdrawal..

Great Customer Service that..

 

[NohchiPlayer]

They also wrote in livechat that i will never get any bonus or freespins again becouse of that

 

[Valhalla]

When my brother stayed with me for a while (he plays online casinos too), I asked EVERY casino that we both played at what the ramifications were regarding us playing from the same address.
In some instances, we were not allowed to claim bonuses (not that that mattered to me, but he was pissed off ), and for other casinos it didn't matter at all because we were both verified.

My advice is to check beforehand, regardless of whether or not a casino has added a bonus or free spins to your account of their own accord. It'll save you any hassle like this in the long run.

 

[conker]

I think this is a very inexpensive lesson and if Thrills don't want your business then take it elsewhere. It would be wise to check the terms of bonuses in the future if both you and your brother want to play.

At least it isn't thousands and thousands of Euros!!!

 

[Birdy84]

You are only allowed one account per household with thrills for claiming promos, you had two accounts at one household that you claimed the promo on. It was free spins you haven't really lost anything so i would suggest in future to check with a casino about the accounts per household situation. Some casinos allow it with individual player identification documents,some don't.

 

[Tirilej]

Sorry, silly post...

 

[redsfan]

While I get the 1 account per household but how come they only check for a problem when its a withdrawal scenario and not when they issue the bonus. The OP said it was just there I believe, not that he claimed it. When they added the bonus THEY KNEW (Though not actively) that there was 2 accounts at the same address

 

[Jono777]

Me and the wife are both genuine daily players / depositors so have come across this 'rule' a number of times.

Not just with FS etc but with sign up bonuses, deposit bonuses, reloads etc etc etc.

Now most T&C's somewhere or another will mention 'One per IP, house, whatever....'

Tends to be mainly to avoid bonus abuse among other things.

What I have took to doing and encourage the wife to do the same is to check with the casino rep on here.

It is worth the wait for their reply to 'cover your ass' plus you will have 'saved' proof in your inbox.

When the casinos can see that we are genuine (ie: regular(ish) deposits from both of us) we (touch wood) have never had a problem with both claiming offers from same casino.

We both had VERY lucky starts at Thrills (DOA wild lines) on 1st deposits but had checked firstly about the sign up offers which I took but the wife played straight cash (no bonus)

Both accounts verified and payouts completed hassle free, so always worth a 'preemptive strike'

 

[Tirilej]

While I get the 1 account per household but how come they only check for a problem when its a withdrawal scenario and not when they issue the bonus. The OP said it was just there I believe, not that he claimed it. When they added the bonus THEY KNEW (Though not actively) that there was 2 accounts at the same address

What do you think would have happened if the casino had choosed who they thought would get the free spins?

Too many players makes it impossible to check accounts constantly, and we are agreeing to follow the rules when we sign up.
If we don't think they are ok we're free to leave.

 

[redsfan]

What do you think would have happened if the casino had choosed who they thought would get the free spins?

Too many players makes it impossible to check accounts constantly, and we are agreeing to follow the rules when we sign up.
If we don't think they are ok we're free to leave.

Really, so they cant run a post code/zip code checker periodically to see if any accounts flag up the same details? Remember, they did something after he had won €14

 

[conker]

what he said

 

[Tirilej]

what he said

I asked the rep to reply instead of me and you speculating about reasons why they do what they do

I guess he reply when he have time and I also advice the OP to have a talk with him.

 

[Finn]

Really, so they cant run a post code/zip code checker periodically to see if any accounts flag up the same details? Remember, they did something after he had won €14

At most casinos the limit is "one bonus per household", not "no bonuses to anyone if multiple accounts from same household", though this could happen if you try to take any bonus or free spins multiple times per household. It's not casino's job decide which one of the siblings, or whether the husband or wife should get that particular bonus or free spins. It's up to the household members to negotiate who takes the bonus. So casino could not do anything with such a address check, if their rule is "one bonus per household".

 

[redsfan]

As I read it, the casino applied the bonus to all the players without consultation.

They must have some way of checking for multiple accounts per household as they caught the player so its whether their choice of doing it on withdrawal rather then doing it when they apply the bonus is the right one

 

[Tirilej]

As I read it, the casino applied the bonus to all the players without consultation.

They must have some way of checking for multiple accounts per household as they caught the player so its whether their choice of doing it on withdrawal rather then doing it when they apply the bonus is the right one

I'm sure they can check but wouldn't that be a waste of time in this case?
How should they use the information?
Should they send and email to the accounts and ask them to decide which account they would like the 5 free spins in?

 

[Jakestar]

I would say it was just a case of first come first serve (ie. whoever plays the free spins first is valid, and whoever after that, from the same household/ip will be void). I would guess if you played the free spins before your brother there would be no issue withdrawing, just unfortunate that your brother played first and won nothing. I suggest that you organise with your brother to take it in turns (I play FS this time, you the next time there's FS etc.)

 

[jumboshrimp]

Diligence is in order to be a successful gambler. Phil Ivey would have known 1 bonus per household.

 

[Casino2014man]

With any casino, I think there should be a bit of leeway based on when it is OBVIOUSLY a husband/wife or couple living at the same address. I see no reason why they should discriminate based on that.

I totally understand their reasoning, I have seen from many forums there are many people who make multiple accounts to get a bonus, but sometimes I think casinos could add some common sense into the mix..

I mean, in this instance, it is 5 poxy spins, but in general, I find it harsh to tell people just because they are married or live together, sorry only one of you can have this bonus..

If it is something where it is obvious bonus abuse, or a university campus or something, I would totally agree with the casino, but I think the rule in general, while is is fully their right to have it, is not really nice and can be too broad..

I am not sure how they can get around it either though

 

[randomiam]

If there both depositing and spending ripping winnings off a few free spins is a low act and they would lose alot more money since you would play elsewhere after that.

 

[Erik]

Hello, I have a account with thrills, and my brother too, we both deposited etc..

Today everyone got 5 FS on thrills on gonzos quest, my brother played them and i played them too, my brother won nothing i won a bit and got up
to 14 euro with starburst and cashed out, but thrills voided the cashout and deleted the winnings becouse 2 Freespins from 1 household...

I want to ask is this fair? I understand if same deposit bonus is used from same household but they added ALL accounts 5 freespins so thats not my fault?

Hi

Sorry for not getting back sooner, can you please PM me your usernames and I will look into it directly.

Best Regards
Erik