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Bonus Complaint VIDEOSLOTS.COM - Dont you dare press that button.!

Discussion in 'Casino Complaints - Bonus Issues' started by crikeym8, Aug 21, 2014.

    Aug 21, 2014
  1. crikeym8

    crikeym8 Newbie member PABnoaccred

    Occupation:
    retired
    Location:
    Moorabbin
    Hi everyone.

    I’m writing this on behalf of my mother (Lets call her BELL) after I was told of her experience upon signing up at VIDEOSLOTS.COM. Long story short, she’s close to her 80s and I directed her to the casino as it was listed in the accredited section here and I wanted her experience to be entertaining one.

    Her sign up went well, and she took advantage of the sign up bonus (100% up to $ 200 sign-up bonus and after depositing went onto online help chat to ask for help so to correctly claim the $100 bonus as it requires claiming in a special section of casino. The lady she spoke to was very helpful and considerate and guided BELL through the site and to bonus claim page. After reading the terms and conditions prior to playing, BELL once again got onto chat to clarify a few things. Firstly was she allowed to play jackpot games as they are her favourites, the answer was NO. Which wasn't a problem, she was glad she asked. BELL also asked the staff girl "what are the basic terms and conditions of the bonus", she had already read them but just wanted to be sure in case she missed something, once again the staff chat lady was very helpful.

    Now here’s the upsetting bit. BELL decided to enter into the CASINOMEISTER slot machine for obvious reasons. Started to play, $2 a push, $5 a push, $1 a push, then she accidently pressed the MAX button, ouch, was a $40 push. So upset with herself for pushing the wrong button and wasting a big chunk of her credits she left the game and went onto another slot. She then noticed her credit balance had dropped from the initial $200, down to $49. She immediately got onto chat help and the once again helpful lady stated BELL had lost the $100 bonus because she played a jackpot progressive machine. BELL stated that CASINOMEISTER slot was not progressive slot. After 10 mins it was determined that it wasn't the slot machine, but the accidental $40 max bet which forfeited BELLS sign up bonus. But, the lady in chat session was once again understanding and put in a request for the bonus to be added back to BELLS account. But it would not happened until next day as certain departments handle certain issues. Now BELL played on, and on, and won nearly $2000, so she played on and on, and after losing what she won make several more deposits eventually 12 hours later she put in close to $1000. No big deal, it’s in her budget. That was her limit she set for herself.

    Next day she inquired about her $100 sign up bonus, many times she inquired till finally it was added back to her account. But a day later. Only to find that the credits are not playable at all.

    (CASINO TERMS STIPULATE - Your bonus money will be paid out in 10% increments - Wager requirement: 20 x deposit -)

    If you, for example, activate your welcome bonus by depositing $ 100, you will receive an instant bonus of $ 100 to your bonus account. To turn the bonus money into real money you need to wager the deposited amount 20x (Total wager of $ 2,000). You can make as many deposits as you want during your bonus qualification. Your bonus money will be paid out in 10% increments, if you have wagered $ 200 you will receive a bonus payout of $ 10 to your cash account.

    You must register/login in order to see the link.

    Now this wasn't an issue, her first deposit was wagered nearly 90 times, then afterwards she deposited a further $950 odd dollars over an extended period which gave her more than 12 hours of play through and her betting was averaging $5 - $6 a push consistently. Her final Chat session with a different staff member went as follows. You decide.

    --------------------------------------------------------------------------------------------------------------------------------------------

    Your Question: Can’t seem to spend bonus.

    Please wait, an operator will be with you shortly.

    You are now chatting with Mats L (Customer Service) - English
    21:58Mats L:

    Hi Bell,
    21:59Mats L:
    Hold on please and I will have a look at your account.

    21:59bell:
    Hi Mat, in trying to play my bonus but it not working. Thank you

    21:59Mats L:
    If you, for example, activate your welcome bonus by depositing £100, you will receive an instant bonus of £100 to your bonus account. To turn the bonus money into real money you need to wager the bonus amount 20 times (Total wager of £2,000). You can make as many deposits as you want during your bonus qualification. Your bonus money will be paid out in 10% increments, if you have wagered £200 you will receive a bonus payout of £10 to your cash account. For more information on our bonuses, visit this page: You must register/login in order to see the link.

    22:00bell:
    Yes in wagered a lot more than that today. And i deposited many hundreds

    22:02Mats L:
    Since your main account balance is on $0 you need to make a new deposit since you turn over the bonus money with the money on your main account.

    22:03bell:
    Seriously, look at my deposits past 24 hours, i think ive deposited way more than required.

    22:03Mats L:
    Well, I am sorry but that is the way the bonus system works.

    22:07bell:
    Well can i suggest someone alter the bonus so it’s usable? I’m not depositing further. I think $800 is a fair wack.

    22:08Mats L:
    I am sorry but the bonus system is set up that way.

    22:09bell:
    Mat May i speak to a team leader /Pit Boss or manager please. This isn’t what i signed up for.

    22:10Mats L:
    Hold on please.

    22:22Mats L:
    I am sorry but this decision will stand. You failed the bonus since you placed a bet that was larger than the maxbet limit and we made an exception and added the bonus to your account as a goodwill. In order to release more money of your bonus you need to make another deposit.

    22:28bell:
    I did not intentionally push a $40 bet on that slot machine. It was my first time at the casino and i don’t make a habit of betting $40 at a time. And how are we to know what the true cost of a max bet is on a machine when it doesn’t tell you the cost until you press play? I was told i would be receiving the bonus within 24 hours as it wasn’t intentional. I played last night and most of the day today and deposited a fair sum, and won a little. If this was known earlier i may have waited until this evening to play considering the restrictions on the deposit bonus.

    22:30Mats L:
    I understand that. It is stated in the terms and conditions. However, we will not be able to do anything from our side regarding this issue. You have the option to make a deposit or not.

    22:33bells
    No i will not. I never expected this type of outcome for a simple bonus offering. . You honestly believe that what you’re asking is in any way fair and reasonable?

    22:35Mats L:
    That is your decision. Please be aware that is under your responsibility to read the terms and conditions before you register on a site or accept a certain bonus.

    22:36Mats L:
    Just for future reference.

    22:40bell:
    Yes, and if you read my chat session with a staff member just before i played you will see i did ask several questions and she was kind enough to inform me of the basic rules. So i take it you are refusing to honour the promotion? And mind you, maybe if there was someone with authority or ability to rectify the issue 20 hours ago we wouldn’t be having this conversation...

    22:45Mats L:
    Well, we in support are not in any position to add a failed bonus. This is done during office hours by the managers. If my colleague informed you about the basics of the bonus this shouldn’t come as a surprise that if the main account has a $0 balance a deposit is needed. It is up to you how you want to do. There is nothing more we can do from our side unfortunately.

    22:46bell:
    Fine, you may close my account please, i won’t be returning here in future.
    22:47Mats L:
    Hold on please.

    22:53Mats L:
    I have now closed your account as per your request.
    Mats L has left the conversation.
    Click here to leave a message.
    The chat conversation has ended.


    --------------------------------------------------------------------------------------------

    Admittedly she ended up getting a little frustrated and agitated towards the end, but not rude. Maybe I have been spoilt by some casinos like 32red/dash etc. When in comparison this type of issue would have been dealt with very differently and in my experience to mutual satisfaction. VIDEOSLOTS offer a very deceptive welcome bonus compared to other casinos. First impressions of bonus make you believe you will have double the amount to try your luck with, but in fact you don't receive a fully usable welcome bonus at all. If you were to lose your initial deposit quickly, you would only gain access to a further 10% of your sign up bonus after many deposits should you have a very average game play? VIDEOSLOTS obviously can afford to peeve off players and implement without compromise their terms and conditions. If the casino honestly believes that these types of decisions are beneficial and claim they are being reasonable, then I don't believe VIDEOSLOTS can be taken seriously as an accredited casino. Imagine what lengths one would have to go should there be an actual serious issue between u and the casino. BELL never received any extra bonuses for her many deposits, but for the casino to demand she be required to deposit further so to claim what I now consider the most over regulated, deceptive and misleading welcome bonus whilst having little or no real value to any new player. You basically pay to receive loyalty credits that you paid for. For those whom receive point at other sites.

    Yes an error was made, a $40 error. Not bonus money, her money. She did not gain from the accidental push. The casino did. She didn't abuse a bonus, she instead pumped in more dollars.



    Finally, VIDEOSLOTS do have terms and conditions that are easily accessible, but they are not consistent depending where you look, as seen below.

    You must register/login in order to see the link.

    Here it states "Jackpot games do not contribute to the bonus conversion." That does not mean you cannot play jackpot games. Just means you don't earn points to get your 10% of bonus.

    But here, they rules regarding the same bonus read a little different.

    You must register/login in order to see the link.

    During a bonus qualification, you are only allowed to play in certain game categories, and those are video slots, slots and scratch cards (exceptions are progressive Jackpot games). Roulette, blackjack, video poker and other games generate a lower contribution to your bonus conversion - 10% of the wagered amount rather than 100%. For example, if you wager $ 20 in roulette or blackjack, $ 2 are added to the wager completion of your current bonus. If you try to enter a non-qualifying game, a warning message will appear, and if you decide to enter that game anyway, all bonus money and winnings will be refunded to the casino.

    OH, AND JUST TO MAKE A BAD PROMOTION EVEN WORSE< THIS ONE TAKES THE CAKE.

    Your bonus will be automatically inactivated if you place single or multiple bets of a value of fifty percent or more of the bonus amount on any single game.

    Don't you dare play any one slot for more than 3 mins? My personal opinion, STAY AWAY. You would be better served at the many other casinos listed at meister, which do consider customers as assets and implement rules and terms while still given some level of customer service...

    It’s unfortunate, but more and more casinos now days don't allow their support staff access to the tools required to fix issues.


    Is she being unreasonable, or should it be a learning curve?
     
    1 person likes this.
  2. Aug 21, 2014
  3. mimi26

    mimi26 Meister Member

    Occupation:
    nurse
    Location:
    uk
    a learning curve
     
  4. Aug 21, 2014
  5. petro

    petro Dormant account, per user request PABnoaccred2 PABaccred

    Occupation:
    N/A
    Location:
    Narnia
    Do you mean 'she' or 'I'? :rolleyes:
     
  6. Aug 26, 2014
  7. crikeym8

    crikeym8 Newbie member PABnoaccred

    Occupation:
    retired
    Location:
    Moorabbin
    SHE!..
     
  8. Aug 26, 2014
  9. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Is there a purpose for this thread? In other words, what are you trying to accomplish here? Have you notified the casino rep as per the posting rules for this forum? Is your complaint concise and tactful?

    Brevity is a complaint's best friend. What do you want resolved here?
     
  10. Aug 26, 2014
  11. crikeym8

    crikeym8 Newbie member PABnoaccred

    Occupation:
    retired
    Location:
    Moorabbin
    There have been numerous attempts to resolve this issue. Nor would she attempt to spend any more time flogging a dead horse. To be told that welcome bonus would have to be earned further, even after the deposits of around $1000 is just plain rude. Its not a true welcome bonus. You would be real lucky if you were to wager your initial deposit x20 to finally receive the full 100%. In fact, most likely you would end up paying many times over by having to deposit over and over again to get the full welcome bonus. That being said, account has been closed, they can keep the welcome bonus. Far better experiences can be found elsewhere.
     
  12. Aug 26, 2014
  13. Azzurri

    Azzurri Banned User

    Occupation:
    Non of your business
    Location:
    From Foil Land
    Did you, oh sorry, I mean 'BELL', receive any cash back?
     
  14. Aug 26, 2014
  15. crikeym8

    crikeym8 Newbie member PABnoaccred

    Occupation:
    retired
    Location:
    Moorabbin
    No, she just walked away. In the end, 10% drip feeds of Welcome bonus would be a waste of time chasing and a pain in the ass.. Shes too old. Its me that's peeved off with the whole thing...lol
     
  16. Aug 26, 2014
  17. bpb

    bpb Banned User - repeated violations of rule 1.14 (tr PABnorogue PABnonaccred

    Location:
    Haverhill
    Online gambling isn't for old people. It's for people who enjoy reading reams of terms.

    Tell her to take up knitting. Old people and gambling don't mix.
     
  18. Aug 26, 2014
  19. Azzurri

    Azzurri Banned User

    Occupation:
    Non of your business
    Location:
    From Foil Land
    That's a very valid point.

    Knitting has a lot less rules attached, and can be just as rewarding for the whole family come Christmas time, or alternatively that next 'ugly sweater' party you get invited to.
     
  20. Aug 26, 2014
  21. petro

    petro Dormant account, per user request PABnoaccred2 PABaccred

    Occupation:
    N/A
    Location:
    Narnia
    Sorry if this seems to be a bit of a hijack.

    I’m getting a lot of bad reports from people on this forum about Video Slots’ bonuses.
    They tell me it’s bad because you can’t bet on the bonus like you can at 32Red.
    They overlook the fact that the wagering requirement is only 20xB.

    KasinoKing says Video Slots’ bonuses are the best offer he has found for Non-US players, see: You must register/login in order to see the link.

    One strategy I would offer forum members when taking Video Slots’ bonuses is to lower the bet per spin in order to reduce the chances of busting.
    My guess is that these people complaining about Video Slots were betting really high.
     
    2 people like this.
  22. Aug 26, 2014
  23. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    OK, so we have in the OP an actual copy of the terms obviously read thoroughly ex post facto which is pointless.
    The VS bonus is different but clear - you are fed it in cash at 10% increments. It is not front-loaded.
    I can't see how you can accidentally bet $40 unless it was first spin of a newly-opened MG game, but that usually occurs on the download version on games like Isis etc.
    Then we have the big profit and this was played until balance was extinguished followed by more deposits.
    Doesn't sound like person who is quite safe for online gaming to be honest.

    Comes down to two things - terms weren't read and were breached and secondly lack of discipline. There's little to be gained here by prolonging the thread.
     
    2 people like this.
  24. Aug 26, 2014
  25. crikeym8

    crikeym8 Newbie member PABnoaccred

    Occupation:
    retired
    Location:
    Moorabbin

    Maybe, don't forget you are only allowed to play 25% of bonus on any single slot machine. So you are expected to play with your own money, and once you reach a certain play through you receive 10% of your welcome bonus. Then you are to calculate on any given game no more than 25% of that $10.



    That's a joke right??? Pokies are built for old people, that's why the RSL, And Bowling clubs are full every day. Its us that shouldn't be playing them.

    As for the terms, read them your self. Then you will notice what I explained, some rules have two different conditions written on different web pages.


    *** IT WAS THE CASINOMEISTER SLOT *** And yes, I know ive done that before, pushed a huge bet by accident. Some games don't show you the bet total until you push play initially.
     
    Last edited: Aug 26, 2014
  26. Aug 26, 2014
  27. petro

    petro Dormant account, per user request PABnoaccred2 PABaccred

    Occupation:
    N/A
    Location:
    Narnia
    That is not anywhere in the T&C at Video Slots. You are probably misreading the terms.

    Perhaps you are referring to this:
    You must register/login in order to see the link.
    "Your bonus will be automatically inactivated if you place single or multiple bets of a value of fifty percent or more of the bonus amount on any single game."
    By single game they mean single spin.

    Clearly, you are pretty new to online gambling.
     
  28. Aug 26, 2014
  29. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    If a player can ONLY bet their own money, this is a pointless term in any case. It's like a casino voiding your accumulated comps just because you bet too high even though no bonus was in play.

    Unlike up front bonuses, betting high does not make a mathematical difference to the overall amount of wagering one has to do in order to redeem the bonus funds. If you bet high and win, you have to make all the WR, but if you bet high and lose, the WR is NOT zeroed, the player has to keep on depositing and would STILL have to make the full WR in order to redeem the bonus.

    The current offer is the worst of both systems combined. A drip feed system does not need reams of terms to protect it from advantage play, this is a price paid for an up front bonus, which can be utilised in play before it has been earned, which is why big bets work as an AP tactic.
     
  30. Aug 26, 2014
  31. crikeym8

    crikeym8 Newbie member PABnoaccred

    Occupation:
    retired
    Location:
    Moorabbin
    (Your bonus will be automatically inactivated if you make a single or multiple bets over $ 20.) Vinyl Man makes a very good point. If you haven't been issued your welcome bonus , then what does it matter how u spend your own money!!!

    (Your bonus will be automatically inactivated if you place single or multiple bets of a value of fifty percent or more of the bonus amount on any single game. ) --- Heres how I read it. If I deposit $20 I then receive $20 bonus. Of which I only receive $2 at a time. If I play ONE game, my max bet cannot be greater nor can I spend more than $10 on that ONE game. - Again, restrictions on spending habits wheyou are yet to receive the bonus.

    And no, ive been playing a long while, my mother may be on the old side, that doesn't make her stupid. I think the thread is getting outta hand now, its bleeding obvious the terms and conditions are a joke.
    Smile:p:p:p:p:p:p
     
  32. Aug 26, 2014
  33. petro

    petro Dormant account, per user request PABnoaccred2 PABaccred

    Occupation:
    N/A
    Location:
    Narnia
    Yes, I think you are right here VWM. I can't see what benefit players would get by betting over $20 or by betting fifty percent or more of the bonus.
    These terms are usually used to stop bonus abuse on pre-wager bonuses.
    Video Slots need to clean up their terms and make them more new-player friendly imo.

    Well, you are wrong about this and I told you why before.
     
  34. Aug 26, 2014
  35. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    The terms were there before the OP played. It's bleedin' obvious why you can't bet $20 a spin. Effectively you'd be getting a cash reward for a proportion of that amount as insurance if you were to try and hike your balance up in one or two big hits.
     
    1 person likes this.
  36. Aug 27, 2014
  37. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Not really. The reward is based on turnover, and you can only play with your own cash, and can't make use of bonus funds until it is unlocked. Busting quickly just means the bonus remains locked, and it isn't "insurance" as it can't be used unless further funds are deposited.

    It's the same situation players have with comp points earned when playing with your own money. It doesn't matter whether you bet high or low, the comps are earned on turnover, and so large bets do not benefit either side in terms of the maths of bonus play. If anything, the casino benefits because high betters make more turnover per unit of time, and this means that the casino has less expenditure on overheads per credit turned over by the player.

    High bets help the player when they can use the bonus money. If they win, they have a head start in terms of bankroll for the grinding of WR, and if they lose, they can ditch the remaining WR and start again on a fresh bonus.

    If this casino fears large bets from the player's own funds, they do not really understand how their product works, and there HAVE been casinos that have tried voiding winnings of players who don't take any bonuses, but that play aggressively or with a specific strategy, in one case claiming that such playing style "messes with the RNG" and makes the games pay more than they should.
     
  38. Aug 27, 2014
  39. dobbul

    dobbul Experienced Member MM

    Occupation:
    Nurse
    Location:
    Greenock, Scotland. UK

    It's still only August and you mentioned the "C" Word!!!.....lol, sorry (I hate Christmas) :icon_evil
     
    1 person likes this.

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