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Trada casino void all winnings

Discussion in 'Casino Complaints - Bonus Issues' started by jlcaburnay, Mar 16, 2018.

    Mar 16, 2018
  1. jlcaburnay

    jlcaburnay New Member

    Location:
    Philipppines
    So i registered on tradacasino and there was this free spin for new players. I played thru it and got some credits. But it wasn't much, then i deposited $25 and then $50, i didn't even use code for first deposit which would have tripled my fufir $25 deposit. So i was playing with my free credits along with my deposited credits.
    When i reached around $480 i decided to make my first withdrawal with $320. Withdrawal was pending approval. Then i got a mail requiring me to upload/email documents for identification verification. So i i uploaded required docs so that my withdrawal would be approved. The docs where approved and my account verified for withdrawal. THEN i got another email saying "
    Hello,

    We are refunding your deposits and an extra $10 for your free spins winnings.

    This is because your initial balance came from free spin winnings which have a max withdrawal of $10. You immediately deposited after that so we are refunding those deposits"

    WTF!

    Im a newbee in online casino. Is this allowed? They basically void all my winnings.
     
  2. Mar 16, 2018
  3. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    have you reached out to the Trada rep for discussion/clarification?
     
  4. Mar 16, 2018
  5. SlotGrinder

    SlotGrinder Senior Member

    Occupation:
    Poker Player
    Location:
    England
    Sounds very harsh because if you had lost your deposits there is no way they would have refunded them . I'm not sure exactly what happened here ? You got some freespins no doubt with wagering requirements and a $10 max withdrawal limit and you ended up with "some credits but it wasn't much" but you then deposited $75 and they still consider all your winnings to be part of the original freespins ? I can understand you needing to complete wagering requirements but it doesn't sound right at all
     
    Mouche12 and gilliebean like this.
  6. Mar 17, 2018
  7. LadyJelena

    LadyJelena CM Account Manager Staff Member CAG MM

    Occupation:
    Account Manager @ Casinomeister
    Location:
    Serbia
    I notified our rep Conor about this :)
     
    Mouche12 and gilliebean like this.
  8. Mar 17, 2018
  9. Tourettesguy

    Tourettesguy Troll - PITA

    Occupation:
    provate
    Location:
    Sweden
    Max witdrawal of $10 for free spins.. And this casino has top score here?? Why even have free spins?
     
    bebo67 likes this.
  10. Mar 17, 2018
  11. SpinUk

    SpinUk Senior Member MM PABnonaccred

    Occupation:
    Marketing
    Location:
    London

    Ok so Trada now segeregate their funds - bonus and cash.

    They do not amalgamate the funds together - you can see the split on the balance between bonus and cash.

    Eg I have a balance of £100 of which is £90 cash and £10 bonus. If i win £500 when my balance is at £50 thats all mine to keep.

    If I drop down to £5 balance I am now in bonus territory - and with bonus cash casinos can put any rules/limits they like on them.

    So if you balance had dropped past your intial cash balance into bonus territory and then you hit that big win, its with their bonus money hence they can put any conditions on it they see fit.
     
  12. Mar 17, 2018
  13. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    Trada are good. Seems like you should be paid here. Im thinking you didnt wager what you won and they think that you deposited to make wager. Which doesnt matter because all you did was risk your money either way and the winnings fromt he freespins were so small it was actually in their favor anyways that you deposited.

    Im sure once the reps look into it you will be fine.
     
  14. Mar 17, 2018
  15. SpinUk

    SpinUk Senior Member MM PABnonaccred

    Occupation:
    Marketing
    Location:
    London
    Im not so sure - now that funds are segregated everywhere (ask Betat how much their cashouts increased when they introduced their segregation allowing early withdrawal) I think the Casinos are going to be a lot less magnanimous, and of course its a lot more black and white the new way. i.e did you win with your cash or our bonus funds.

    Im not 100% sure on the circumstances above but if I was being cynical you could argue the redeposit was to mask the big win when in bonus funds to avoid the max cashout for the free spins big win. But I am a cynical bugger generally...
     
  16. Mar 19, 2018
  17. TradaCasino

    TradaCasino Official rep for Trada Casino

    Occupation:
    Head of Casino
    Location:
    Dublin, Ireland

    Hi @jlcaburnay,

    I want to personally apologise for this issue. It was most definitely a mistake.

    I have spoken to the staff and it seems there was some confusion.

    We recently changed our bonus terms as a result of the new UKGC regulations. This means that we now offer a welcome bonus with a maximum withdrawal of $/£/€10. The reason we reduced the maximum withdrawal is because the welcome offer is now 100% risk free.

    In the past, players had to make a deposit to commence wagering on their free spin winnings, which carried some element of risk. The new terms do not require the player to deposit, and if they are lucky enough to meet wagering requirements they can make a withdrawal without risking any of their own funds.

    You were the first (and only player so far) to use your free spins, receive the winnings and then immediately make a deposit. The banking team assumed that the maximum withdrawal would still apply as your initial winnings were from the welcome spins and they refunded your deposits plus $10.

    This, of course, should not have been the case. It was a misunderstanding of the new bonus rules on the banking teams part. This has now been clarified and will not happen again. I have refunded you your initial winnings (minus the payment we made at the time).

    You now have the $426 refund in your Neteller account.

    I have reviewed all cases and you are the only one affected by this misunderstanding.

    Thanks for your patience in this case and for bringing it to my attention, this isn't the norm for us I can assure you! Won't happen again.

    Let me know if you need anything else,

    Rachel.
     
  18. Mar 19, 2018
  19. ChrisNobles

    ChrisNobles Experienced Member PABaccred

    Occupation:
    National Account Manager for a telecom hardware br
    Location:
    United States
    Bravo!
     
  20. Mar 20, 2018
  21. Biti

    Biti Experienced Member webmeister

    Occupation:
    Affiliate
    Location:
    Panama-City
    He's living in the Philippines?

    I hope not that the whole world will have pay out limits of $10 on free spins offer just because all the ## going on in the UK..
     
  22. Mar 20, 2018
  23. TradaCasino

    TradaCasino Official rep for Trada Casino

    Occupation:
    Head of Casino
    Location:
    Dublin, Ireland
    The $10 max withdrawal is only applied to the sign-up spins, which are risk free.

    Players don't need to make a deposit to commence wagering and they are free to withdraw if they manage to complete the wagering :)
     
  24. Mar 20, 2018
  25. Tourettesguy

    Tourettesguy Troll - PITA

    Occupation:
    provate
    Location:
    Sweden
    Rachel, have you been working at some Rival casino before?
    $10 riskfree and free to withdraw.. Is a $10 withdrawal even allowed by CC or Neteller or whatever, or do I have do make a $25 deposit to be able to cashout.. And maybe a playthrough of 1x the amount.
    A ridicoulus promo like this is more like a warning to stay away in my book. I bet you sell the email adress from the signed up player for more than $10. Ok if you had a $100 max cashout at least, then it would be a challange for the player and a risk for you. If I won $100 I probably would stay as a depositing player, but for $10 its like you dont care if the player win/lose and stay or leave instantly. Sorry but "Rachel" and this kind of promo steer my thought to Rival casinos 10 years ago.
     
    bebo67 likes this.
  26. Mar 20, 2018
  27. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    A $10 max withdraw?
    So because an international wire transfer to my bank is $40, I'd be overdraft $30 if I won and withdrew.
    Um, hard pass.
     
    bebo67 likes this.
  28. Mar 20, 2018
  29. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    See I told ya.

    Enjoy the money.
     
    Rossco37 and Mouche12 like this.
  30. Mar 20, 2018
  31. TradaCasino

    TradaCasino Official rep for Trada Casino

    Occupation:
    Head of Casino
    Location:
    Dublin, Ireland
    - We process withdrawals of $10 to all payment methods.
    - We require one $5 deposit in order to activate the chosen payment method.
    - Once a deposit of $5 is made, we process $15 (Deposit of $5 plus winnings of $10) back to the chosen card.
    - There is no rollover requirement for the deposit.
    - We do not sell email addresses.

    If the only way to attract players to TradaCasino was to give them $100 for free, then we would not have a casino. The $10 max on signup spins sounds low, but its free money. Free. No risk whatsoever to the player.

    No need to refer to me in inverted commas, my name is Rachel.
     
    Klaaiboer, Rossco37, Mouche12 and 2 others like this.
  32. Mar 20, 2018
  33. TradaCasino

    TradaCasino Official rep for Trada Casino

    Occupation:
    Head of Casino
    Location:
    Dublin, Ireland
    I would never inflict an additional cost on anyone. If the only way to pay a player incurs a cost, we would take the hit. i.e. if there's a $40 charge to receive your $10 winnings, I would pay $50. I would never send a payment to anyone that would literally cost them more than they won.

    Each case is evaluated on its own merits, and we do make exceptions in exceptional circumstances.

    As of yet, I haven't had this issue but I'm sure it will crop up eventually :)
     
    Rossco37, Mouche12 and dionysus like this.
  34. Mar 20, 2018
  35. Tourettesguy

    Tourettesguy Troll - PITA

    Occupation:
    provate
    Location:
    Sweden
    -All signups win on this promo or what?
    -So this IS a Rival casino in a new costume?
     
  36. Mar 20, 2018
  37. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    No, it's not and I think it's time you start to show some respect. This is Trada and they have always been fair to all players and Rachel is a great rep.
    You on the other hand is known to be really rude at times. Why? Wouldn't it feel better to be nice and helpful once in a while?
    Btw, I reported your other post. You have to stop insinuating things that's only in your fantasy.
     
    Rossco37, zellie, aceking123 and 5 others like this.
  38. Mar 20, 2018
  39. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Thanks Sara, got my back up that Rival remark did, saved me a few expletives!
     
    Rossco37 and Tirilej like this.

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