Bonus Complaint West casino misleading bonus information

[Kukomar]

Hello,i need an advice about this, could I file PAB or not.
I have played on west casino a few months, not to often. Before opening account I have checked with live chat support if i can open an account and use welcome bonus. Chat agent said that i can and that i will get deposit bonus. After registering i went to read their bonus terms and noticed that players from croatia cant get any bonus. I went to chat again and asked why they told me i can get bonus,and their terms says i cant, chat agent told that i will get bonus, so i asked fpr the terms and start playing. Made several deposits in a few months and never won anything. This week i decide to play and deposit 30eur and asked for the bonus , chat agent told if i deposit 40eur i will get 25% bonus. I have asked for the terms and deposited. When i asked for the wagering of the bonus agent told me is 35x. After playing a while and wagering close to 350 eur, end up with the balance of 320eur, i checked with live chat how much i need to wager, and him told me i need to wager around 1450eur more. When I asked why, he told me that I need to wager my bonus and deposit 35x. He never mention that prior to my deposit , if he did i would never deposited, it is ridicilous to deposit 40eur and get 10eur bonus with wagering 1750eur. I have lost all my balance , if the wagering was as the agent first told me, i would end up with withdrawal of 320eur, but i want they return my last deposit of 40eur. I have lost more on their site, but they tricked me that deposit of 40eur.
I will copy paste my chat transcript .


Alex Wed, 11/21/18 05:25:44 pm Europe/Zagreb

Welcome! Over 500 games are at your disposal. Let's chat if you have any questions.




Mihael 05:25:48 pm

Hello
Can you offer me bonus on my next deposit




Alex 05:26:22 pm

Just a second Mihael to pull up your account
Meanwhile, how are you today?




Mihael 05:26:37 pm

Fine
You




Alex 05:26:44 pm

Glad to hear that Mihael
I am working, all good for now
How much do you want to deposit?




Mihael 05:27:16 pm

30eur




Alex 05:27:32 pm

I will check this right away, allow me a few moments, Mihael




Mihael 05:27:40 pm

Ok.thanks




Alex 05:29:42 pm

Thanks a lot for your patience, Mihael




Mihael 05:29:51 pm

No problem




Alex 05:30:16 pm

I checked and we have a special promotion today
25% match bonus up to 100, but for a deposit of 40
How does it sound, Mihael?




Mihael 05:30:59 pm

Ok.i will deposit 40
What is the wagering




Alex 05:31:12 pm

The wagering is 35x Mihael




Mihael 05:31:13 pm

And max bet




Alex 05:31:29 pm

Max bet is 20% up to 10




Mihael 05:31:42 pm

And is there a max cashout rule
20% of bonus
?
So if deposit 40, i will get 10 bonus, and max bet is 2eur?




Alex 05:33:16 pm

There's no maximum cashout for any type of deposit bonus
Yes, that's correct




Mihael 05:34:18 pm

Ok.thank you
Have a nice day




Alex 05:34:31 pm

Once your deposit is ready, I will credit the bonus to your account

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[paul7388]

Sorry but you have no chance with a PAB. The terms for bonuses at this casino clearly state 35x deposit and bonus received. I know it is a lot especially on a small bonus but since it is clearly stated you just have to put it down to experience and play with a bonus at a casino without such high wagering.

 

[dunover]

Yes, to tie a sub-match bonus into bonus+deposit wagering is IMO entrapment. So your cash is 4x bonus amount and you need to wager 35xD+B so that 10 Euros has effectively a 175x WR on it, bloody ridiculous. It's only 40 euros, just don't play there again. I wouldn't, irrespective of the terms being correct.

 

[Kukomar]

Ok. Thanks for the answer.
The problem was after I opened an account i went read their bonus terms and first thing i saw that players from croatia cant get any deposit bonus. So i get back to the chat where they told me i will get a bonus. From them I always ask for the terms on live chat and send that transcripts to my email.
If i ask chat service to tell me their terms , is it normal that they provide me with correct information, not only 35x?

 

[paul7388]

Ok. Thanks for the answer.
The problem was after I opened an account i went read their bonus terms and first thing i saw that players from croatia cant get any deposit bonus. So i get back to the chat where they told me i will get a bonus. From them I always ask for the terms on live chat and send that transcripts to my email.
If i ask chat service to tell me their terms , is it normal that they provide me with correct information, not only 35x?

I agree it is not a very fair bonus. Maybe the Rep should have said 35x deposit and bonus but they will just say the onus is on the player to read the terms which unfortunately clearly state 35xd+b

 

[electronictonic]

I deposited £50 around a month ago and was lucky enough to beat the steep as fuck wagering and cashout £1200 never again! it was halloween and wanted to gave an excuse not to answer the frigging door theres quite a few on Everymatrix that do x deposit and bonus.
Dragonara is probably the worst, it's either x40 or x45 I think on their monthly 50% so for a £100 deposit you are in £6000 wagering region, simply better to just deposit raw cash elsewhere.

On Westcasino it does clearly state that it is times the deposit and bonus.

9. Unless otherwise stated, with regards to deposit bonuses, the cash bonus and qualifying deposit must be wagered 35 times before being released into your Cash Balance. Free spins winnings must be wagered 35 times before being released into your Cash Balance.

 

[Kukomar]

I agree it is not a very fair bonus. Maybe the Rep should have said 35x deposit and bonus but they will just say the onus is on the player to read the terms which unfortunately clearly state 35xd+b

I know that i will not get anything back from them, i just want to go public so people can see. I only opened am account with them beceause they have superb rating on AskGamblers.
Just one question more , if i was able to meet bonus wagering, and made an withdrawal, can they void my winings, beceause in their bonus terms is stated that players from croatia cant receive any bonus?

 

[paul7388]

I know that i will not get anything back from them, i just want to go public so people can see. I only opened am account with them beceause they have superb rating on AskGamblers.
Just one question more , if i was able to meet bonus wagering, and made an withdrawal, can they void my winings, beceause in their bonus terms is stated that players from croatia cant receive any bonus?

I would imagine they would have paid since they gave the bonus but we will never know.

But just a tip for the future. Last thing you should ever do is sign up to a casino because of the Ratings from AG . Their ratings in reality are worth nothing. Some of the worst casino's out get high ratings there.

 

[electronictonic]

I would imagine they would have paid since they gave the bonus but we will never know.

But just a tip for the future. Last thing you should ever do is sign up to a casino because of the Ratings from AG . Their ratings in reality are worth nothing. Some of the worst casino's out get high ratings there.

And another tip is the word Bonus, just remember the onus part, check those terms, and I will second that AG ratings are not worth much.

 

[Kukomar]

I would imagine they would have paid since they gave the bonus but we will never know.

But just a tip for the future. Last thing you should ever do is sign up to a casino because of the Ratings from AG . Their ratings in reality are worth nothing. Some of the worst casino's out get high ratings there.

Thank

And another tip is the word Bonus, just remember the onus part, check those terms, and I will second that AG ratings are not worth much.

Thank you all for the answers

 

[dunover]

I deposited £50 around a month ago and was lucky enough to beat the steep as fuck wagering and cashout £1200 never again! it was halloween and wanted to gave an excuse not to answer the frigging door theres quite a few on Everymatrix that do x deposit and bonus.
Dragonara is probably the worst, it's either x40 or x45 I think on their monthly 50% so for a £100 deposit you are in £6000 wagering region, simply better to just deposit raw cash elsewhere.

On Westcasino it does clearly state that it is times the deposit and bonus.

9. Unless otherwise stated, with regards to deposit bonuses, the cash bonus and qualifying deposit must be wagered 35 times before being released into your Cash Balance. Free spins winnings must be wagered 35 times before being released into your Cash Balance.

RE your example above - it may be worth pointing put that for the UK player the bonus rules are different than the OP's.

 

[electronictonic]

RE your example above - it may be worth pointing put that for the UK player the bonus rules are different than the OP's.

Yep as we are now parachute in the UK, I just checked by switching to a croatian server in NordVPN and the same term says x35 deposit and bonus and indeed it does say no bonuses for Croatia. Interesting with a UK server there is a T&C clickable button the under promotions tabs, then switching to Croatian server those T&C buttons disappear, and you have to go to the terms at the bottom of the page.


PLAYING WITH BONUSES

1. Unless otherwise explicitly stated, players located in the following countries are not eligible to claim any type of bonus: Brazil, Bulgaria, China, Croatia, Bosnia & Herzegovina, Dominican Republic, Indonesia, Macau, Malaysia, Mauritius, Mexico, Pakistan, Thailand, India, Russia, Poland, Serbia, Peru, Bangladesh and Tunisia. We reserve the right to limit players from other jurisdictions from being eligible to any type of bonus or to a subset of bonuses based on our sole discretion.

 

[smart_croatia]

Ok. Thanks for the answer.
The problem was after I opened an account i went read their bonus terms and first thing i saw that players from croatia cant get any deposit bonus. So i get back to the chat where they told me i will get a bonus. From them I always ask for the terms on live chat and send that transcripts to my email.
If i ask chat service to tell me their terms , is it normal that they provide me with correct information, not only 35x?

Had same issue few times regarding Croatia cant get deposit bonus (and they dont have our Country as banned from bonus), dunno why we are also in EU, same as on MT sites we cant play NYX on some Png etc, I always read t&c twice before opening account, i also read review (not on Ask gamlers ofc) and then i go on chat, only after I open acc

 

[Kukomar]

I know it is my fault not to read their bonus terms completely after I joined them, but first thing it says that players from croatia cant receive a bonus ( Unless otherwise explicitly stated) , and beceause of that Imidiately went to chat to ask why they told me that i can receive a bonus. After they said it is ok to receive a bonus, i always went to chat for the bonus and the terms. I know now that their wager is 35 x (d+b) , but why chat agents never told me that. Can they do this?

 

[dunover]

Yep as we are now parachute in the UK, I just checked by switching to a croatian server in NordVPN and the same term says x35 deposit and bonus and indeed it does say no bonuses for Croatia. Interesting with a UK server there is a T&C clickable button the under promotions tabs, then switching to Croatian server those T&C buttons disappear, and you have to go to the terms at the bottom of the page.


PLAYING WITH BONUSES

1. Unless otherwise explicitly stated, players located in the following countries are not eligible to claim any type of bonus: Brazil, Bulgaria, China, Croatia, Bosnia & Herzegovina, Dominican Republic, Indonesia, Macau, Malaysia, Mauritius, Mexico, Pakistan, Thailand, India, Russia, Poland, Serbia, Peru, Bangladesh and Tunisia. We reserve the right to limit players from other jurisdictions from being eligible to any type of bonus or to a subset of bonuses based on our sole discretion.

And therein lies the difference between a properly regulated jurisdiction like the UK and one that isn't.