Tivoli Casino Bonus issue

[bluedice]

Unfortunately the other thread about Tivoli was closed.
I wanted to post my review after a very bad experience.

When you log in, very often you need to do it twice
and always after you played few minutes and close a game, you need to log in again,
very annoying.

I deposited and received the welcome bonus. I wanted to play Immortal Romance,
but because it showed insufficient balance it was impossible.
Then i lost the money in another game. I´m sure
this issue has something to do with the bonus system.
As soon you lost the deposit and only bonus is left
some games don´t see that there is still balance.

I deposited again, wagered the bonus, i had 700 EUR balance and AFTER IT i wanted to play dead or alive:
I checked terms and conditions, it shows:

3.4.2.13 When playing with any type of bonus, the following games will not count towards the wagering requirement: Big Bang, Dead or Alive, Jack and the Beanstalk, Kings of Chicago, Reel Steal, The Wish Master, Scrooge, Devil’s Delight, Pearls of India, Castle Builder, Pearl Lagoon, Myth, Break Da Bank Again, Tower Quest.

For me this means it´s allowed to play dead or alive but it doesn´t count for wager requirements.
It doesn´t say it´s a restricted game and completely excluded.

Because i always want to be sure and had a bad feeling i asked chat support, but chat support could not
answer my question(weekend, i needed to wait until Monday). Then i lost the money in another game.

Two days later Casino told me:
"We have received an answer from our Bonus Department regarding your query on playing Dead or Alive-game when you have accepted the bonus. We can confirm now that it is not allowed to play Dead or Alive or any other restricted games, when you have accepted the bonus."

Dead or Alive is completely restricted, it´s not allowed
to play it no matter if the bonus was already wagered.
But this is not what terms and conditions show! It says
it doesn´t count but not it´s excluded! And no word
that these rules apply after the bonus is wagered.

In any casino i play there is no restriction as soon the bonus
is wagered and real money. With these terms and conditions
i think many player lose their winnings because of this roguish behavior.

 

[bluedice]

I deposited as a new customer 15 times, over 2000 EUR i lost in only 3 days
no matter of all these issues and no bonus available and no competition points.

Many times i had no play time, in 2-5 minutes a 100 EUR deposit
was lost with .90-1.20 EUR per spin. Means 20-30 dead spins in a row in Finer Reels of Life,
and this happened with many deposits. I´m very disappointed.

I asked casino for a compensation for the bad sessions i had.

I received following answer:
"We have activated for you a 10% insurance on all losses between now and Sunday, 25th October at 23:59hrs CET.

On the other hand, should you win during this time, you get the winnings in full of course.

We are sure this is to your satisfaction and want to wish you a great time while playing our games."

Casino offered me 10% cashback
for all losses i will have from NOW until Sunday, absolutely no
compensation after a player lost 15 deposits in a row and over 2000 EUR without play time.
They offered me something for the future and wanted me to deposit more instead of giving something back.

I contacted the Rep, i hoped casino will realize how
wrong they act, but this casino doesn´t know
how to treat loyal customers.

It´s a lot to deposit 15 times, over 2000 EUR as a new customer in only 3 days
and if every session is bad, in my opinion and experience
it´s absolutely common practice to give a compensation.

Then i asked the casino to add the 10% cashback now
into my account because i lost already
and i don´t want to deposit more until Sunday, but support did not offer me
to add the bonus manual. I have to wait until Monday.
This casino does really everything to disappoint customers.

I also sent documents minutes after i made my first
deposit 7 days ago and still waiting that documents are approved.

Worst experience ever and i think with the rules
for restricted games and terms and conditions
this casino should not be accredited. No one
would expect that DOA is completely excluded and that
these rules exist also after the bonus is wagered.

 

[PaaskeDenmark]

I have commented a bit on your post below I might sound bit harsh but please understand I do not have anything against you just trying to give some understanding maybe.

I deposited as a new customer 15 times, over 2000 EUR i lost in only 3 days
no matter of all these issues and no bonus available and no competition points.

Many times i had no play time, in 2-5 minutes a 100 EUR deposit
was lost with .90-1.20 EUR per spin. Means 20-30 dead spins in a row in Finer Reels of Life,
and this happened with many deposits. I´m very disappointed.

I asked casino for a compensation for the bad sessions i had.

I received following answer:
"We have activated for you a 10% insurance on all losses between now and Sunday, 25th October at 23:59hrs CET.

On the other hand, should you win during this time, you get the winnings in full of course.

We are sure this is to your satisfaction and want to wish you a great time while playing our games."

Casino offered me 10% cashback
for all losses i will have from NOW until Sunday, absolutely no
compensation after a player lost 15 deposits in a row and over 2000 EUR without play time.
They offered me something for the future and wanted me to deposit more instead of giving something back.

I contacted the Rep, i hoped casino will realize how
wrong they act, but this casino doesn´t know
how to treat loyal customers.
You are not a loyal customer if you have played there only 3 days? Loyalty pays off over a long period where you show activity and regular play. If you deposit 2000 euro within 3 days yes that is a lot but then you would be in VIP territory and should benefit from that maybe

It´s a lot to deposit 15 times, over 2000 EUR as a new customer in only 3 days
and if every session is bad, in my opinion and experience
it´s absolutely common practice to give a compensation.
yes might be but a casino is not having to you any compensation or anything back after loss. What you deposit see it as lost from start then you wont feel bad afterwards.

Then i asked the casino to add the 10% cashback now
into my account because i lost already
and i don´t want to deposit more until Sunday, but support did not offer me
to add the bonus manual. I have to wait until Monday.
This casino does really everything to disappoint customers.
Their system might be setup like this and to pay out all players on the monday and you can not expect a casino to serve you before everyone else just because you think so?

I also sent documents minutes after i made my first
deposit 7 days ago and still waiting that documents are approved.
seems strange did you even contact the rep here?

Worst experience ever and i think with the rules
for restricted games and terms and conditions
this casino should not be accredited. No one
would expect that DOA is completely excluded and that
these rules exist also after the bonus is wagered.
I would be careful with that statement telling a casino should not be accredited? Because DOA is not allowed when playing with a bonus?? come on also their terms and conditions a clearly written for you. If you did not like them why did you start to deposit anyway then? I might sound bit harsh but sorry I do not have lot of sympathy with you in all this

 

[bluedice]

The terms and conditions say Dead or Alive doesn´t count for wager requirements.

3.4.2.13 When playing with any type of bonus, the following games will not count towards the wagering requirement: Big Bang, Dead or Alive, Jack and the Beanstalk, Kings of Chicago, Reel Steal, The Wish Master, Scrooge, Devil’s Delight, Pearls of India, Castle Builder, Pearl Lagoon, Myth, Break Da Bank Again, Tower Quest.

There is a difference between "doesn´t count" or "is not allowed/excluded".

If a game doesn´t count for wager requirements a player still can play it without losing
the winnings and the deposit. The terms and conditions are completely misleading.

But in Tivoli it´s completely restricted and this is not in the terms and condition.
Where do you see the word "excluded" or after a bonus is wagered you still cannot play it?

After a player wagered the bonus in every other accredited casino i know, there is no restriction anymore.
You can play what you want.

And if the terms and conditions would be so obvious like you say,
how does it come chat support could not even answer my question?

Of course it shows loyality if i deposit more and more after a bad gaming experience. It
doesn´t matter i deposit 16 times in 3 months or 16 times in 3 days.
It´s the same.

As you see in the title it´s a thread about the bonus but i wanted to give a full review,
because there was not anything positive.

And in my opinion if you deposit 16 times in three days, lost 2000 EUR with only dead spins,
in 2-5 minutes a 100 EURO deposit was lost, which means absolutely no fun, no play time,
a good casino would offer a compensation.

This is my experience from Betat and other casinos. They always gave a compensation
and would never offer something for the future.

And this casino has no competition points, no bonuses(beside the welcome bonus).

I cannot agree with you and think the terms and conditions are roguish
and no one would expect that DOA is completely excluded during
you wager the bonus and of course not after it. It was real money after i wagered the bonus.
For real money there are never rules!

 

[PaaskeDenmark]

The terms and conditions say Dead or Alive doesn´t count for wager requirements.

There is a difference between "doesn´t count" or "is not allowed/excluded".

If a game doesn´t count for wager requirements a player still can play it without losing
the winnings. The terms and conditions are completely misleading.

But in Tivoli it´s completely restricted and this is not in the terms and condition.
Where do you see the word "excluded" or after a bonus is wagered you still cannot play it?

And if a player wagers the bonus in every other accredited casino i know, there is no restriction anymore.
Of course this is absolutely roguish and very obvious.

Please show me other accredited Microgaming Casinos. I cannot find any.

And if the terms and conditions would be so obvious like you say,
how does it come chat support could not even answer my question?

Of course it shows loyality if i deposit more and more after a bad gaming experience. It
doesn´t matter i deposit 16 times in 3 months or 16 times in 3 days.
It´s the same.

As you see in the title it´s a thread about the bonus but i wanted to give a full review,
because there was not anything positive.

And in my opinion if you deposit 16 times in three days, lost 2000 EUR with only dead spins,
in 2-5 minutes a 100 EURO deposit was lost, which means absolutely no fun, no play time,
a good casino would offer a compensation.

This is my experience from Betat and other casinos. They always gave a compensation
and would never offer something for the future.

And this casino has no competition points, no bonuses(beside the welcome bonus).

I do understand you in what you are saying here and agree with you if that's the case should be better shown then.

In regards to Microgaming casinos. Most casinos today offer some kind of microgaming selection of slots. Casinomeister have a great section here Link Outdated / Removed

Where you can find info and will say if have microgaming. I could of course suggest have a look at my sites as well but don't feel that would be right here. But I can mention 32red is great stand alone downloadable casino also flash. Then my best suggestions would be in this order Guts Casino, Betat Casino, Videoslots, Vera&John, Casumo. Also maybe Betsafe and Betsson. There are lots more though but these just came up in my mind as I play myself here and never any problems from the 5 first mentioned they are all great casinos and very fair with everything also comps.

Betat you can contact and negotiate a set weekly cashback every week and Videoslots you get lot back in rewards. And Guts Casino are very very fair with comps and nice and generous.

 

[bluedice]

If i compare it to the terms and conditions of other Microgaming Casinos,
they all show you will lose your deposit and winnings if you play a restricted game.
There is always the word "excluded" in it.

And this counts only during you wager the bonus but never after it.
This part i cannot find in Tivoli Casinos terms and conditions and should be in it.
I don´t want to know how many player lost their money because of it.

I mean why should real money be restricted? It doesn´t make sense.
Why should a player lose the winnings if a game only "doesn´t count for wager requirements"?

I deposited to play DOA. I told support about it before i deposited.
I asked not to credit me the 25% bonus automatically, because I knew first i need to wager
the bonus to play DOA. But support told me i would never get a bonus again if he removed
the 25% bonus before i deposit.

So i deposited, played another game until balance was 700 EUR to play finally DOA and then chat could not answer my question,
and i needed to wait 2 days. Which player would wait 2 days? I was thinking it cannot be excluded, but i have read a thread days ago about a roguish casino with similar terms and then i wanted confirmation.

Thanks for the casino tips. Betat would be always my first choice.

 

[spintee]

I also had trouble with game play, I got a good few errors, but the worst was my balance changing from Euro to £, I as told by the rep it was happening to MG games, But some games would not open, & when they did my balance would not show (bonus) Only if I had a spin using cash than my bonus would pop up, But what use is that if you have only bonus left? as 0 shows and when trys to spin it comes up insufficient funds, Well add my bonus game balance to the bloody game than

It was the worst experience I had in a good while,I only deposit a small amount & glad I did this time,

With adding a free chip, This is a big thing that comes up in posts, If I was signed up for 3 days and put the region of 700 in a day & was told I was not entitled to a bonus I would not be happy, I do not really blame any casino to say no but I would bend over backwards to keep a decent player, 3 days or 3 years if sticking that cash it I certainly would not want to lose that customer,

 

[Lucas]

Hi bluedice,

I've just sent you a PM.

for anyone else reading this thread, I wanted to clarify that DOA can be played whilst having an active bonus as per stated terms.

Kind Regards,
Lucas

 

[klauskunterbunt]

I had Bonus Problem too. I deposited 50 Euro yesterday night.
The Casino added automatic an Bonus from 12.50 i never wanted.
Suddenly, i had to wager more then 900 Euro

No live chat available. So i gave a f. and played along.

This time i realy don't care, because i won absolute nothing in this session.
But my suggestion is, when you add an automatic Bonus and have no 24 live chat,
to implement a button to forfeit the Bonus.
Like Betat for example.

kind regards

 

[bluedice]

Hi bluedice,

I've just sent you a PM.

for anyone else reading this thread, I wanted to clarify that DOA can be played whilst having an active bonus as per stated terms.

Kind Regards,
Lucas

How does it come the bonus department said something else?
They should know.

 

[Lucas]

Hi bluedice,

As I wrote to you in private message again a few moments ago, this was simply a misunderstanding of our CS from the bonus dept which resulted in giving you the wrong information re; (playing DOA whilst having an active bonus.)

It was an honest and genuine mistake which we admitted and also compensated you for it as per my previous message to you.

Having said that, your account is now closed as per your request.

Wish you all the best.

Kind Regards,
Lucas

 

[bluedice]

I want to add the compensation for the mistake/the reason i lost 700 EUR
were 25 free spins. This resulted in 1,80 EUR.

And probably also with 50 EUR maximum withdrawal.

As we know this casino has always for loyal customers a maximum withdrawal for free spins of 50 EUR.

I closed my account. I have enough of it.

Glad there are casinos like Betat who know how to treat good customers.