Casino Complaint Unfair and nonsensical bonus terms at Yakocasino.com!

[chiya]

Edit: Not sure if relevant but since the rules above state so .. I did not contact a casino rep because i could not find one from within the list. After all, it is a very new casino.

I'd post you the live chat log but it's in finnish so it wouldn't really do any good. Here goes though ..

So basically, Yakocasino offers some nice welcome bonuses. I picked 300% up to 150€ and made a deposit of 50€. This gave me a balance of 200€. Before depositing, I read the T&C carefully. The T&C led me to believe, that the bonus is forfeitable. For some bizarre reason live chat was mysteriously unavailable prior to deposit though, so I couldn't confirm.

Here's the breakdown now:

'' You will first play with your own money, and after that with your bonus money. Your OWN MONEY does NOT count towards wagering requirements. '' This line here alone led me to believe, that forfeiting has to be possible, otherwise it makes no sense.

Well after depositing and seeing all of my money is suddenly bonus money, and I can't even withdraw my own money, I was alerted, so I contacted the live chat.

We argued for good 20 minutes, and the live chat representative would not give in. Basically, their bonus structure is built in a way where the deposit YOU make has to be lost. You HAVE to lose it. You can NOT wager any of the wagering requirements until your own money has been spent, and you can not withdraw any money until bonus has been wagered. You can forfeit the bonus but you will give up your bonus AND all winnings accumulated, even if you gained that money with your own deposit without touching the bonus money.

So in my case, if within the first 50€ say I hit a jackpot, and won 5000€, what would I be able to do? I asked this from the live chat rep. and they told me I would have to play it down to 150€ to be able to start the wagering requirements and then fulfill them. This basically proves that the first 50€ + any winnings gained from that are playmoney and nothing more.

Afterwards the live rep. closed the chat on me. I'm baffled. How is this a 300% bonus if you have to lose your own deposit to do anything, to even have a chance of winning? Because right now, for the first 50€, the win chance is 0%. Even if I win, I HAVE TO lose it in order to actually wager. Right now this 300% is in fact, a 200%, because i have to play my money to 150€ to start the wagering requirements.

Let me ask you .. how is this fair? And what to do now? I could forfeit, withdraw my money back and forget the casino even existed. But I wanted to play ... 200% is better than nothing, but do I really wanna trust a casino like this. Would you?

 

[Deanna]

I'd post you the live chat log but it's in finnish so it wouldn't really do any good. Here goes though ..

So basically, Yakocasino offers some nice welcome bonuses. I picked 300% up to 150€ and made a deposit of 50€. This gave me a balance of 200€. Before depositing, I read the T&C carefully. The T&C led me to believe, that the bonus is forfeitable. For some bizarre reason live chat was mysteriously unavailable prior to deposit though, so I couldn't confirm.

Here's the breakdown now:

'' You will first play with your own money, and after that with your bonus money. Your OWN MONEY does NOT count towards wagering requirements. '' This line here alone led me to believe, that forfeiting has to be possible, otherwise it makes no sense.

Well after depositing and seeing all of my money is suddenly bonus money, and I can't even withdraw my own money, I was alerted, so I contacted the live chat.

We argued for good 20 minutes, and the live chat representative would not give in. Basically, their bonus structure is built in a way where the deposit YOU make has to be lost. You HAVE to lose it. You can NOT wager any of the wagering requirements until your own money has been spent, and you can not withdraw any money until bonus has been wagered. You can forfeit the bonus but you will give up your bonus AND all winnings accumulated, even if you gained that money with your own deposit without touching the bonus money.

So in my case, if within the first 50€ say I hit a jackpot, and won 5000€, what would I be able to do? I asked this from the live chat rep. and they told me I would have to play it down to 150€ to be able to start the wagering requirements and then fulfill them. This basically proves that the first 50€ + any winnings gained from that are playmoney and nothing more.

Afterwards the live rep. closed the chat on me. I'm baffled. How is this a 300% bonus if you have to lose your own deposit to do anything, to even have a chance of winning? Because right now, for the first 50€, the win chance is 0%. Even if I win, I HAVE TO lose it in order to actually wager. Right now this 300% is in fact, a 200%, because i have to play my money to 150€ to start the wagering requirements.

Let me ask you .. how is this fair? And what to do now? I could forfeit, withdraw my money back and forget the casino even existed. But I wanted to play ... 200% is better than nothing, but do I really wanna trust a casino like this. Would you?

Run.

 

[Alfran]

Nothing surprises me nowadays.
I guess i would either close the acct and ask for deposit refund.... or play and hope to lose the 50, but avoid any jackpot games
whatever happens, i would avoid future deposits if I am dissatisfied.

 

[dunover]

Edit: Not sure if relevant but since the rules above state so .. I did not contact a casino rep because i could not find one from within the list. After all, it is a very new casino.

I'd post you the live chat log but it's in finnish so it wouldn't really do any good. Here goes though ..

So basically, Yakocasino offers some nice welcome bonuses. I picked 300% up to 150€ and made a deposit of 50€. This gave me a balance of 200€. Before depositing, I read the T&C carefully. The T&C led me to believe, that the bonus is forfeitable. For some bizarre reason live chat was mysteriously unavailable prior to deposit though, so I couldn't confirm.

Here's the breakdown now:

'' You will first play with your own money, and after that with your bonus money. Your OWN MONEY does NOT count towards wagering requirements. '' This line here alone led me to believe, that forfeiting has to be possible, otherwise it makes no sense.

Well after depositing and seeing all of my money is suddenly bonus money, and I can't even withdraw my own money, I was alerted, so I contacted the live chat.

We argued for good 20 minutes, and the live chat representative would not give in. Basically, their bonus structure is built in a way where the deposit YOU make has to be lost. You HAVE to lose it. You can NOT wager any of the wagering requirements until your own money has been spent, and you can not withdraw any money until bonus has been wagered. You can forfeit the bonus but you will give up your bonus AND all winnings accumulated, even if you gained that money with your own deposit without touching the bonus money.

So in my case, if within the first 50€ say I hit a jackpot, and won 5000€, what would I be able to do? I asked this from the live chat rep. and they told me I would have to play it down to 150€ to be able to start the wagering requirements and then fulfill them. This basically proves that the first 50€ + any winnings gained from that are playmoney and nothing more.

Afterwards the live rep. closed the chat on me. I'm baffled. How is this a 300% bonus if you have to lose your own deposit to do anything, to even have a chance of winning? Because right now, for the first 50€, the win chance is 0%. Even if I win, I HAVE TO lose it in order to actually wager. Right now this 300% is in fact, a 200%, because i have to play my money to 150€ to start the wagering requirements.

Let me ask you .. how is this fair? And what to do now? I could forfeit, withdraw my money back and forget the casino even existed. But I wanted to play ... 200% is better than nothing, but do I really wanna trust a casino like this. Would you?

ROGUE as f*ck mate.

It's predatory and unethical and 'heads the casino wins, tails you lose'.

Get away and thanks for the warning.

 

[RichyJ75]

I had a similar thing with BetUK. Took a bonus with a deposit, lost all but 6p of it and couldn't find a slot to take a 6p wager. Deposited a further £50 with no bonus and managed to win a fair bit and tried to withdraw. It declined the withdrawal as I still had an active bonus (which I believed was 6p as that was the balance when I deposited a further £50) so went into the bonus section and forfeited the bonus. When I came out, it said my balance was zero. Checked it with online chat and they said that as I had forfeited the 6p bonus funds left and had not fulfilled the entire wagering requirements, they were within their rights in claiming my additional £50 deposit and £100 winnings and any further deposits until the wagering requirement was met.

In summary, forfeiting a 6p bonus amount cost me £150 in deposit and winnings AFTER the initial deposit and bonus funds were applied and lost, save for 6p. They also said they are unable to reverse my forfeiture to get my £50 further deposit and £100 winnings back to try and fulfill wagering requirements

Absolutely sickening when casino's bend the rules to make them win all the time. Fair play needed on all sides please!

 

[homerbert]

Stop, srsly?
They make bonuses WR start to count only when you start play with bonus money? Real money taken first? No cancel is possible? Hahaha, what a donks, if this is really true and not just stupid misleading terms and not very professional CS - this is probably worst bonus system i ever saw.

But it is awesome one! Hey guy, deposit me 100$, i give you 100$ as bonus, take your 100$ right now(which this bonus system do), and just give you same your 100$, but with 35x wagering requirements. Awesome!

 

[homerbert]

Rep is here, and replying. I hope she will just clarify their terms.

 

[Tirilej]

Half of their Swedish seems to have been translated using google-translate so it was a little difficult to read, but that is what their rules are saying. Only bonus money count for wagering, which of course is a trap since you can't cash out if you win with your deposit.

It's new since June so there's time for improvement I guess.

A huge warning though.
It's another Every Matrix casino with Self exclusion rules that are just as bad as all of their other casinos. Sad but true.

 

[chiya]

But that's not the issue. Bonus money counting for a wagering wouldn't be an issue if it would let you withdraw when you play with your own deposit, the portion of your balance that does not include the bonus. That is not the case here. This right here is a scam and nothing more. You deposit and if you take a bonus, your deposit is practically null, as it is impossible to win with it. You may win, but you may not withdraw, and you cannot wager because you're not playing with bonus money.

Still waiting for that reply from Yako's rep. Until then I hope everyone steers clear from this casino.

Update:

The T&C have been updated today. Frankly I can't really remember what the T&C said specifically other than what I quoted in first post (which is still true) but the new wording in some clauses leads me to believe the bonus is forfeitable now. Additionally, where before on '' My Account '' it claimed my funds were 200€ bonus money, it is now 50€ real money and 150€ bonus money.

However, I would STILL love to hear from Yako's rep on this thread. Now it *seems* truly like bonus is forfeitable and you don't lose winnings made with my own deposit, but without knowing for sure I won't take the risk.

 

[sarah@yako]

Hi All,

Though not the official Yako Rep I am one of the directors and would like to apologize on behalf of the rest of the team for what has happened.

I know we have been experiencing some bonus set up issues given that every matrix released their new bonus engine on Friday and we had to re do all our bonus after we had gone through rigorous testing. Our account manager set them up however she has not set them up correctly and the bonuses aren't behaving as per our specs.

We are working on getting this issue resolved and ensuring that bonus money and real money will be treated as two different funds. Understandably your bonus funds and winnings from bonus funds will be tied in with wagering requirements whilst your real money and any associated winnings will remain yours. We are working on getting this set up to work correctly and my sincere apologies for any inconveniences this Mishap has caused you. Support have tried to get in touch with the original player who posted this to refund his funds I am trusting they have gotten through to you by now and the issue is resolved.

We will continue to work on sorting the issue out and getting all bonuses working as they should be by tomorrow morning

Rest assured these are teething problems which we are fully committed to resolving as soon as possible

Thanks for your feedback and I will ensure the rep gets back to you with an update first thing

Thanks and regards
Sarah Psaila

 

[chiya]

So just for clarification, using the 5K example I gave your live chat representative earlier:

I deposited 50€. Got 150€ bonus. My balance is now 200€. I play a spin worth of 3€ and win 5000€. My balance is now 5197€. Will I be able to forfeit the bonus and withdraw 5047€ because I never touched the 150€ bonus portion of the balance?

Because the bonus page in my account still claims '' Confiscate funds on forfeiture '' which still would imply I'd lose everything.

Also I'd like to point out that while my funds indeed are now displayed correctly, I've still yet to receive a single word from the casino. No emails. No SMS. No calls. Nothing.

 

[sarah@yako]

Hi again

Yes the way we instructed the bonus to be set up is as follows:

Players deposit and first use their real money - any winnings related to real money are yours however if you do decide to withdraw them before wagering through the bonus money you loose the bonus (the winnings you made from real money remain yours).

This was how it was initially set up however the new bonus engine of every matrix had other idea and I apologise profusely for this.

Support have informed me that they have tried to call you however this is no excuse an email should have definitely been in your inbox so my apologies for this

I will ensure the matter is dealt with and you are contacted accordingly

Again thank you for your patience and I hope to be able to welcome back at Yako in the not to distant future

Thanks again
Sarah

 

[ugaboga]

That sounds much better. Do you plan on adding Microgaming? Which currencies are supported? Very nice bonus offer in that case

 

[sarah@yako]

I look forward to keep you all smiling whilst remaining with a smile myself

Yes we will be launching microgaming games within the next month it's my last mile stone before I give birth and take A whole TWO weeks maternity leave

 

[Harry_BKK]

No bonuses for most of the world!!!

One thing i never understand. Why are people from some countries treated differently to the rest of the world???? Why discriminate players from other countries than those stated in your T&C's??? You want to be a global casino, then please act global and treat everybody the same

10. Promotional bonuses, Competitions and Free spin offers are only available to users from Finland, Norway, Sweden, Netherlands, Australia and Canada.

And this is another clause which will make sure you are not added to my casino list:

14. The following Slots will not contribute for wagering requirements : The Wish Master, Tower Quest, Champion of the track, 300 Shields and Dead or Alive.

 

[sarah@yako]

Hi again

Sorry you feel this way about our casino however though we would love to be able to be a global casino offering lanaguge support, the site, the currencies and the bonuses for the whole world on launch this was impossible for us. With legislation being what it is we had to be extremely careful what markets we target therefore we are currently only offering bonuses in countries we and our affiliates are familiar with and feel safe operating in.

We are in the process of reconsidering some new markets however as I always tell me team Rome wasn't built in a day so before we open our door to more markets I wish to ensure all issues such as the one high lighted by the person who started this thread brought up.

Your feed back is very much appreciated though !

Thanks again
Sarah

 

[Nicola]

Kudos to one of the directors replying here, a sign that they try to resolve issues

 

[lotusch]

I look forward to keep you all smiling whilst remaining with a smile myself

Yes we will be launching microgaming games within the next month it's my last mile stone before I give birth and take A whole TWO weeks maternity leave

Aw gratz,hope everything will go as planned and enjoy your 2!! whole weeks of maternity leave...
Try to get PATERNITY leave as a father in Ireland When my daughters were born I got 3!!! whole DAYS..

And indeed fair play for responding in this thread and trying to resolve the issue.

 

[Tirilej]

Aw gratz,hope everything will go as planned and enjoy your 2!! whole weeks of maternity leave...
Try to get PATERNITY leave as a father in Ireland When my daughters were born I got 3!!! whole DAYS..

And indeed fair play for responding in this thread and trying to resolve the issue.

That stinks! In Sweden we have a whole year - PAID!

 

[Harry_BKK]

Hi again

Sorry you feel this way about our casino however though we would love to be able to be a global casino offering lanaguge support, the site, the currencies and the bonuses for the whole world on launch this was impossible for us. With legislation being what it is we had to be extremely careful what markets we target therefore we are currently only offering bonuses in countries we and our affiliates are familiar with and feel safe operating in.

We are in the process of reconsidering some new markets however as I always tell me team Rome wasn't built in a day so before we open our door to more markets I wish to ensure all issues such as the one high lighted by the person who started this thread brought up.

Your feed back is very much appreciated though !

Thanks again
Sarah

Does this mean you currently only accept players from those 6 countries?

If yes, then all is OK.

If not, then it is unfair to players from other countries as they will never receive a single bonus penny from you. Hence, the player without bonuses are costing you much less than one who is receiving bonuses.

 

[sarah@yako]

Thank you all we will continue to do our best.

Please feel free to post any feedback here, pm, email me or get in touch with one of our support agents.

We are committed to working on constantly improving the site and we actually have a campaign where we offers 10 free spins for constructive feedback which was created because I for one know that we can only learn and improve by listening to all your feedback and doing our utmost to keep up with your expectations

Thanks again and I look forward to getting inundated with suggestions and delivering on them

Me, Yako and the Yako bump

 

[sarah@yako]

Hi again

We currently target those 6 countries.

Our terms and conditions explain that bonuses are currently only available in those countries.

I do however understand your frustrations and will look into addressing this issue with our casino team and seeing what we can do about it.

In terms of the games we have excluded we have had to do this because of the way the bonus rounds for these particular games work making it possible for certain players who do not have the best of intentions to abuse the bonus we have set up - we have to place certain restrictions to safe guard ourselves as I am sure you can appreciate.

Thanks again for your feedback however and I will certainly relay it back to the casino team

Warmest regards
Sarah

 

[Casinofreak777]

just mess with this casino, i get this error message when i try to open a game
SYS_999 - casino.system.service.CasinoSOAPException: [800] Could not verify player currency
does not look like they 'll figure it out either

 

[sarah@yako]

Hi there

Have you reported the issue to our support team please ?

I understand that there were some currency issues which every matrix was working on resolving - however the support team will be able to update you further.

Please let me know if you have not received a response there

Thanks
Sarah

 

[Casinofreak777]

Hi there

Have you reported the issue to our support team please ?

I understand that there were some currency issues which every matrix was working on resolving - however the support team will be able to update you further.

Please let me know if you have not received a response there

Thanks
Sarah

Hey Sarah thanks for the quick reply , I have talked with support they should take a look at it. but have not heard anything since

 

[sarah@yako]

Hi again

I know they have reported this issue and it was yet to be resolved by EveryMatrix but I will personally ensure it gets resolved tomorrow.

If you can pm me your username I will ensure you are notified as soon as the issue is resolved

Thanks for your time and patience
Sarah

 

[chiya]

I guess this thread can be marked as '' Solved '' or something. Can't edit the OP though so it will remain as such until a moderator does something.

Thank you sarah@yako for resolving the issue quickly. Now that the bonus issue is fixed I must say the bonus is very good. Shame that not everyone here will be able to take part in it thanks to the restricted countries.

 

[chiya]

Original issue may be resolved but people might want to steer clear for a bit still. Ran into another issue .. Lovely. My balance is over 1K now but it claims over 900€ is bonus money. I never touched the bonus money to begin with so how did I ever start on the wagering?

Live chat of course, was no use again. Waiting for some managers reply (according to live chat) and if I get nothing I'll contact the rep here .. again. *sigh*

 

[nuera007]

Well I had 900€ on my account and I forfeited bonus as Sarah here said that if you win with own money that is withdrawable. So I forfeited that bonus and lost all of my funds execept my deposit of 50€. Just wondering that where is my 750€?

 

[sarah@yako]

I stand to be corrected given that EveryMatrix bonus tool does not work that way. Your bonus money is wagered first and then your real money is wagered. Should you have any winnings with your bonus money they are tied in until you have turned over the orginal bonus granted 35 times. Should you wish to withdraw your real money before you have reached wagering requirements any bonus money and winning made from bonus money will be forfeited.

We understand that though many of you would not abuse the bonus unfortunately some people do that and as a result this is the way every matrix have set up their bonus tool to work. It is the same way across all EveryMatrix operators and most casino operators in the industry as a result of bonus abuse in the past.

I once again apologise for any misunderstanding and please do contact one of our agents for further clarification should you require it

Thanks again and apologies

With best regards
Sarah

 

[chiya]

Regardless of what the case is with the bonus terms, the facts don't change. You stated and confirmed on multiple occasions that bonus may be canceled. I acted in the light of those statements, and so did others.

When I deposited at the casino originally before posting here already then the terms seemed clear; you play with real money first, and bonus is lost if it's forfeited. It never said anywhere in the T&C that deposit is tied to bonus funds instantly. That was not the case though, which is why I posted here. And then you CONFIRMED bonus is forfeitable.

If I had known bonus was not forfeitable I would have, in fact, canceled my bonus BEFORE starting to play. I'd still be in the same situation, I'd have over 800€ real balance .. but I wouldn't have to deal with this bullshit.

Despite multiple promises of their CM getting back at me - I never got any emails or calls. They claim they've called me. This is a lie, my phone has received zero calls except the one I got just now, which indeed was from Yako, except that after stating they're from Yako they just closed the call.

If you're unwilling to work it out with me because of your own mistake the next step is an obvious one here..

 

[nuera007]

Hi again

Yes the way we instructed the bonus to be set up is as follows:

Players deposit and first use their real money - any winnings related to real money are yours however if you do decide to withdraw them before wagering through the bonus money you loose the bonus (the winnings you made from real money remain yours).

This was how it was initially set up however the new bonus engine of every matrix had other idea and I apologise profusely for this.

Support have informed me that they have tried to call you however this is no excuse an email should have definitely been in your inbox so my apologies for this

I will ensure the matter is dealt with and you are contacted accordingly

Again thank you for your patience and I hope to be able to welcome back at Yako in the not to distant future

Thanks again
Sarah

I stand to be corrected given that EveryMatrix bonus tool does not work that way. Your bonus money is wagered first and then your real money is wagered. Should you have any winnings with your bonus money they are tied in until you have turned over the orginal bonus granted 35 times. Should you wish to withdraw your real money before you have reached wagering requirements any bonus money and winning made from bonus money will be forfeited.

We understand that though many of you would not abuse the bonus unfortunately some people do that and as a result this is the way every matrix have set up their bonus tool to work. It is the same way across all EveryMatrix operators and most casino operators in the industry as a result of bonus abuse in the past.

I once again apologise for any misunderstanding and please do contact one of our agents for further clarification should you require it

Thanks again and apologies

With best regards
Sarah

Same here I deposited 50€ and got 150€ of bonus. I won 702€ from piggy riches when my saldo was 168,2€ so I never went below 150€ and made that win with my own money. I believed what you wrote earlier and thought that i can forfeit that bonus.

 

[sarah@yako]

My sincere apologies however this was a misunderstanding.

Our support team have tried to contact you on 4 different occasions however they are unable to connect. I understand that they have also sent you an email to try and rectify the situation

Again we are doing our utmost to contact you via phone and email to see how we can beat solve this.

I have also pmed you my private email and the email of our casino manager.

Yesterday I was under the impression that you first wager your real money this was confirmed by every matrix and then retracted there is absolutely nothing we can do about the way their bonus engine works.

We will continue to try to contact you via phone and email as we have been doing however there is not much more my team and myself can do.

I have explained this both on private messages and here to the two people who have contacted me to ask me and they both seemingly understood. I hope you will too

I look forward to hearing from you

With warmest regards
Sarah

 

[chiya]

The ONLY email I ever got from you is from '' Jani '' couple hours ago which said something about a live chat transcript, asked when's a good time to contact me and what's my number. I again sent you all the details. I never got a reply to that.

I never got any other emails from you. I never got any calls. I'm literally sitting next to my phone. And like I said, I did get ONE call which I replied to and in that very call the caller stated they're from Yakocasino - and afterwards ended the call.

I never got any CM email from you either. I got your personal address and that's it, but what good is your personal email if you can't mysteriously send me anything.

 

[Casinofreak777]

"As you know we have just started this casino and have teething problems like any other casino"

No not all casinos have such problems, this casino should not be up until everything is fixed

 

[maxd]

At this point I'd say that the best recourse for you here at Casinomeister is to file a PAB. Please begin with the Pitch-A-Bitch FAQ and follow the instructions therein. Ask me if you have any questions.

Regards,
Max Drayman, Complaints (Pitch-A-Bitch) Manager, Casinomeister.com

The ONLY email I ever got from you is from '' Jani '' couple hours ago which said something about a live chat transcript, asked when's a good time to contact me and what's my number. I again sent you all the details. I never got a reply to that.

I never got any other emails from you. I never got any calls. I'm literally sitting next to my phone. And like I said, I did get ONE call which I replied to and in that very call the caller stated they're from Yakocasino - and afterwards ended the call.

I never got any CM email from you either. I got your personal address and that's it, but what good is your personal email if you can't mysteriously send me anything.

 

[chiya]

At this point I'd say that the best recourse for you here at Casinomeister is to file a PAB. Please begin with the Pitch-A-Bitch FAQ and follow the instructions therein. Ask me if you have any questions.

Regards,
Max Drayman, Complaints (Pitch-A-Bitch) Manager, Casinomeister.com

You are absolutely right. I did get in touch with them though after what I wrote, but they were no help. I filed a PAB in fact a few hours ago so you or whoever goes through them should hopefully get to it soon. I hope I have not jeopardized my chances of my PAB going through since I have written some about the problem already on this thread.

So I'll be silent on the matter from now until the PAB is hopefully resolved.

 

[maxd]

... I hope I have not jeopardized my chances of my PAB going through since I have written some about the problem already on this thread.

NP. I've checked with the casino people and they are happy to discuss your case so I think we're good to go.

 

[quber]

I stand to be corrected given that EveryMatrix bonus tool does not work that way. Your bonus money is wagered first and then your real money is wagered. Should you have any winnings with your bonus money they are tied in until you have turned over the orginal bonus granted 35 times. Should you wish to withdraw your real money before you have reached wagering requirements any bonus money and winning made from bonus money will be forfeited.

We understand that though many of you would not abuse the bonus unfortunately some people do that and as a result this is the way every matrix have set up their bonus tool to work. It is the same way across all EveryMatrix operators and most casino operators in the industry as a result of bonus abuse in the past.

I once again apologise for any misunderstanding and please do contact one of our agents for further clarification should you require it

Thanks again and apologies

With best regards
Sarah

Hi Sarah,

I would just like to point out that you are open to more abuse if you are doing it this way.

If i deposit €50 and get a bonus of €150 and then have to play that 150 first I will either do very well, and complete wagering, and be able to withdraw all my funds or I will not do very well, and not complete wagering, and just withdraw my original deposit once my bonus funds are at zero. So basically you are giving me €150 of risk free play, I never need to touch my deposit so will either always win or break even, I will never lose a cent.

I would have a serious talk with EM if that is how they are doing it.

 

[maxd]

@ distrance : your account is currently "suspended 14 days - Violations of our zero tolerance policies of posting complaints" which suspends any PAB work I do for you. If you want this PAB on this issue (Yako) to proceed you'll have to contact me once you return and explicitly request that.

 

[Ana_Yako]

Hi quber,

Once you make a deposit, your deposit and bonus are locked in a "bonus balance". The bonus balance + any winnings generated with it will remain locked until the wagering requirements have been met or your bonus balance is lost. All bets placed when you have an active bonus will be deducted from your bonus balance. Your deposited money is deducted first and then your bonus money.

So you will not be able to withdraw your original deposit until the wagering is met. This information is explained in the bonus T&C on the site. However, as Sarah said, should you require any further clarification, feel free to contact our customer support.

Regards,

//Ana

 

[quber]

Hi quber,

Once you make a deposit, your deposit and bonus are locked in a "bonus balance". The bonus balance + any winnings generated with it will remain locked until the wagering requirements have been met or your bonus balance is lost. All bets placed when you have an active bonus will be deducted from your bonus balance. Your deposited money is deducted first and then your bonus money.

So you will not be able to withdraw your original deposit until the wagering is met. This information is explained in the bonus T&C on the site. However, as Sarah said, should you require any further clarification, feel free to contact our customer support.

Regards,

//Ana

Thanks for that Ana, your explanation is spot on and explains it very clearly, previous explanations seemed to be different in every post.

Previously we were told our deposit could be withdrawn if we forfeited any bonus funds, and bonus funds were played first, if that was the case then you were open to abuse; as you now state that was wrong info.

I think you can understand the confusion when people kept being told conflicting info.

 

[Ana_Yako]

Hi again,

I totally understand and this is the reason why I wanted to make things clear!

Apologies if any misleading instructions have been given in the past. Hope all is clear now

Regards,

//Ana