Who's fault is it? Please help

[Hera1313]

I had some free spins in one of the casinos and i won about 5 pounds. As with every casino there is a wager requiments and this one was x35. I wager more than 2000 pounds playing slots. In this casino they have a new feature that if you wager enough some of your winnings will be converted into cash and some still remain as bonus and as stated in the terms and conditions you can withdraw the cash at any point. When i tried to withdraw i received a message that i still have a bonus to wager therefore cannot withdraw the funds. No problem i went on to play more slots but this time wasnt lucky enough and lost remaining 500 pounds. When i kept trying to withdraw the funds i kept receiving a message that the bonus still needs wagering. After i lost the funds i wanted to make a deposit but before that i wanted to make sure i dont have any remaining bonus on my account. Upon checking i notices few bonuses still present from previous promotions and the balances remeining were quite big. I contacted customer service through a chat and they explained to me that they had a software problem which prevented removing the bonuses from players account and they were already aware of the problem long before i contacted them. They also said that any money spent could not be refunded. But here is the problem. The fault was on their side as i kept wagering the bonus which i didnt have to otherwise i would take the money out long ago and would not play anymore. I lost the money wagering a bonus which wasnt supposed to be there. I wanted to file a complaint but first i want to ask for an opinion if i have a chance of getting some money back as it was their fault. They at least should have sent an email to the players that they are experiencing software problem if they were aware of it for a long time. I dont know if there is any of my fault here as they say i should have contacted them when i noticed the issue which i obviously did. Please help!!

 

[dionysus]

It will help a great deal if you can name the casino in question.
One, we'd have a better understanding of the bonus structure, and two, there may be a rep here to help.

 

[Hera1313]

Its BGO

I wasnt sure if i can name it

 

[dionysus]

Sure. We have a rep here you can reach out to - since you've also posted, you should flag him to this thread.
Rep can be found here > https://www.casinomeister.com/forums/members/40800/
or here - https://www.casinomeister.com/forums/members/41347/

I'd go with the second. Gl

 

[Hera1313]

Sorry i have no idea how to tag her in this post. Should i just write a message to them? Im new here

 

[dionysus]

Sorry i have no idea how to tag her in this post. Should i just write a message to them? Im new here

Send a private message with your question/concern, by pming via the pm function in their profile.
To send them a link to the thread, simply copy and paste the address from the address bar in your browser.
It's just a courtesy to allow them to answer publicly if they wish since you've already begun a thread.

 

[Hera1313]

Thank you

 

[dionysus]

Thank you

My pleasure. For reference, if you've ever any other casino concerns, check the i-rep page for the representative and reach out to them before beginning a thread and see if you can reach a resolution. Good luck

casino reps - https://www.casinomeister.com/forums/members/?key=staff_members

 

[Hera1313]

Will do thank you for the advice

 

[EbeeDog]

Dem Canuckleheads sure are friendly folk

(Some are a lil' heavy-handed with the new members )

 

[demonj]

Good luck with bgo since the owners went playtech they stop cared..

 

[FAZI1]

if im good remember and nothig change in bgo bonus structure rulez - then they have bonus rule :

a) all old unwagered bonuses cumulate ( only if player not make deposits in long period and still colect a lot free chips in mean time )


b) If player make finally deposit then all old unwagered bonuses will be clear to 0.00 wagering left to meet - So after new deposit you old unfinished wagered dissapired .

 

[Hera1313]

if im good remember and nothig change in bgo bonus structure rulez - then they have bonus rule :

a) all old unwagered bonuses cumulate ( only if player not make deposits in long period and still colect a lot free chips in mean time )


b) If player make finally deposit then all old unwagered bonuses will be clear to 0.00 wagering left to meet - So after new deposit you old unfinished wagered dissapired .

So alot changed then as since i played it was never like this. I made deposit many times and everytime you lost your money all the bonuses cleared. Nothinh should remain and i dont know if you read my whole post , the customer service admitted it was a system fault and they cleared remaining bonuses manually. If this was the case i would not be here complaining about them as i always read terms and conditions of every bonus.

 

[dunover]

Bonuses SHOULD clear when you kill the balance that earned the bonus. Sticky bonuses are very naughty, unless they are cash 'feed ins' like Trada do with no wagering.

 

[Hera1313]

Exactly and they always did. As soon as i lost the money the bonus was cleared. But not this time. I was wagering bonus which should not be there and therefore lost the money.

 

[spintee]

There is a very few casino that has sticky bonus now days, Some do but the reps said always contact the CS and they will clear it, Should not be the way but hey,

Its a funny one as you said you still had a few different bonus pending? So I take it is sticky or untill a deposit is made, Also not alot of casino transfers cash from bonus and leaves some in bonus, Places like 32 red do as they move bonus to cash in set amounts to the cash balance,

Other sites cap winnings with bonus after it transfers to the cash but again they would not leave a bonus in, But it could be a case that you had a few sticky bonus and once one got transferd to cash you still had to wager the remaining bonus's on account, Hense the reason why you could not withdraw, Some sites allow a withdraw while a bonus is active others not,

If I remember rightly casino room had this with bonus and was sticky

 

[Hera1313]

There is a very few casino that has sticky bonus now days, Some do but the reps said always contact the CS and they will clear it, Should not be the way but hey,

Its a funny one as you said you still had a few different bonus pending? So I take it is sticky or untill a deposit is made, Also not alot of casino transfers cash from bonus and leaves some in bonus, Places like 32 red do as they move bonus to cash in set amounts to the cash balance,

Other sites cap winnings with bonus after it transfers to the cash but again they would not leave a bonus in, But it could be a case that you had a few sticky bonus and once one got transferd to cash you still had to wager the remaining bonus's on account, Hense the reason why you could not withdraw, Some sites allow a withdraw while a bonus is active others not,

If I remember rightly casino room had this with bonus and was sticky

No thats not the case. Customer service agent which i spoked to said that those bonuses should not be there and he removed them manually for me. He agreed that i was wagering bonus which should not be there yet still claimed that the money cant be refunded. I wrote to managers and waiting their reply

 

[spintee]

No thats not the case. Customer service agent which i spoked to said that those bonuses should not be there and he removed them manually for me. He agreed that i was wagering bonus which should not be there yet still claimed that the money cant be refunded. I wrote to managers and waiting their reply

Do not always listen to CS, I am sure the wager is sticky but you can get them removed by asking CS or making a fresh deposit, I am sure if you made a deposit any respectable casino would reimburse any think after the wager was complete, As it was all bonus you maybe stuck, But a few spins compo they might give if your lucky,

I hope they do sort you out thou as they admitted a problem, albeit CS probs not got a clue

 

[Hera1313]

Do not always listen to CS, I am sure the wager is sticky but you can get them removed by asking CS or making a fresh deposit, I am sure if you made a deposit any respectable casino would reimburse any think after the wager was complete, As it was all bonus you maybe stuck, But a few spins compo they might give if your lucky,

I hope they do sort you out thou as they admitted a problem, albeit CS probs not got a clue

I spoked to a 3 different ones and they all said the same thing. Im waiting for a reply from management and i hope at least some good amount of free spins for that as otherwise im canceling my membership with them

 

[spintee]

I spoked to a 3 different ones and they all said the same thing. Im waiting for a reply from management and i hope at least some good amount of free spins for that as otherwise im canceling my membership with them

You probably spoke to 3 different Paris Hiltons,

I personally not had any problems there but If I was in your shoes I certainly would be doing the same thing and cancelling my membership if they do not sort out whats right,, Always keep an eye out on any bonus no matter how small, If it seems as if its not playing right than find out why, Once money is all gone not much can be done,

 

[Hera1313]

You probably spoke to 3 different Paris Hiltons,

I personally not had any problems there but If I was in your shoes I certainly would be doing the same thing and cancelling my membership if they do not sort out whats right,, Always keep an eye out on any bonus no matter how small, If it seems as if its not playing right than find out why, Once money is all gone not much can be done,

Haha yeah probably thats why i had to send a message to management as the customer advisors just reading lines from the script and they are not in any position to help. As ive been a loyal player , playing regularly i guess if they wont do anything its not worth playing there anymore as i would not be able to trust this casino anymore. And in regards to your previous post most of the money was converted into cash which definitely any decent casino would return as the fault was theirs. Anyway as soon as i will get a response i will let you all know about the outcome.

 

[bgoSam]

Hi, can you please PM your username and I'll pick this up with you privately.

Thanks,
Sam