- Joined
- Apr 28, 2014
- 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.
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.
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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:
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.
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.
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?
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 do not have permission to view link
Log in or register now.
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 do not have permission to view link
Log in or register now.
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 do not have permission to view link
Log in or register now.
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 do not have permission to view link
Log in or register now.
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?