MS Sunshine
06-06-2004, 12:54 PM
UK Casino Club
They advertise a 20X play-thru requirement which was advertised on a web site. I was given a bonus account after I deposited 125 GBP into my real account. I played about 2500 GBP in BJ action in the bonus account, when I went to move the remaining 63 GBP to my real account it showed that I could only move 7 GBP, when it should be $125 if I still had that amount. I read the bonus rules T&C first and came across their:
"The maximum amount of credits that may be redeemed from the Bonus Account is £250 prior to any deposit made in the players Real Account. Upon transferring this maximum amount the balance in the Bonus Account will be reduced to zero."
At this point I should have backed away because they are slimey, but it turns out they're thiefs too.
Bonus Account Terms and Conditions
A Bonus Account will be credited automatically upon registration of a Real Account
Terms and Conditions of the bonus offer will apply before bonus payment will be credited to the Bonus Account.
Any purchases made to the players Real account is subjected to wagering requirements set out in the promotion Terms and Conditions.
Any amounts placed in the Bonus Account for the Player is required to be played. A percentage of each amount bet is set aside to be transferred to the Players Real Account. The funds that have been transferred will then be subject to a Wagering requirement. Any Amounts not bet will not be eligible for transfer to the Players Real Account.
The rate at which bonus funds will be available to transfer is determined by the Casino Operator. The Casino Operator may change the rate at which funds will be available to transfer at anytime without notification. Different Games can have different turnover requirements due to the expected different holds by each game.
The maximum amount of credits that may be redeemed from the Bonus Account is £250 prior to any deposit made in the players Real Account. Upon transferring this maximum amount the balance in the Bonus Account will be reduced to zero.
If a deposit has been made to a Real account prior to any redemption from the Bonus Account then the full redemption amount will be available to be transferred to the Players Real Account.
************first email*********************
Hello
The amount for transfer at Casino Action is incorrect. It says 7 GBP when it should be 67 GBP, what is left after clearing the 125GBP.
Thank you
********************************************
************Their response******************
Dear Sir/Madam,
Thank you for contacting Customer Support.
Please keep in mind that the amount you can transfer from your bonus account accumulates at a different rate to your real account, and differs from game to game.
While there are no wagering requirements or limits, you will be able to continue to play in your bonus account and transfer as many credits as you wish to your real account.
Please do not hesitate in contacting us if you have any further questions or comments.
Kind Regards
Andrew
Casino Support
************second email********************
Hello
Please tell me what the rate of bonus money freed up by what amount of money gambled.
My play to this point in my bonus account should have released the entire $125 bonus.
What am I missing?
********************************************
************Their reponse*******************
Dear John,
Thank you for contacting Customer Support.
Sorry for the confusion.
Please keep in mind that we offer our bonuses to give our players more play for their deposit.
While the bonus account offers a lower return for your play, there is no limit to how much you can transfer. So instead of playing a certain amount to transfer your bonus to your real account, you keep playing in your bonus account and the more you play, the more you can transfer, with no limit on how much you can transfer.
The actual rate of transfer depends on the game you are playing (games like blackjack, roulette, and power poker generally have a lower rate than slots etc.) but I do not have access to the exact rates since they are subject to change.
Please do not hesitate in contacting us if you have any further questions or comments.
Kind Regards
Andrew
Casino Support
************third email*********************
Hello
Since you refuse to honor your rules, play thru of 20X bonus, to release funds from the bonus account, OR even tell me what the rate is THEN is it possible to have my $125 that is in my real money account returned to me? I will forgo the $63 bonus that I have earned rightly, but you will not release.
Your site has no honor
*******************************************
***************their response**************
Dear John,
Thank you for contacting Customer Support.
I'm sorry you feeling a little hard done by, I have outlined a few points that might help you a little to understand the way the bonus system works.. One point that i would like to highlight is "The REAL money can be transferred out of your bonus account and into your real account at any time."
Any purchase you make will be put in the real account. Any bonuses will be put in the bonus account. As you play using your bonus money, you will accumulate REAL money. The longer you play in your bonus account, the more REAL money you will accumulate.
You may view how much you have accumulated via the Casino Action in your bonus account. The REAL money can be transferred out of your bonus account and into your real account at any time. Please note that there is no wagering requirement on your bonus account. You have to meet the wagering requirements only on your real account.
You can view the terms and conditions of the bonus via the Promotions section of our web site.
I hope that this helps you with a few of your questions. If you still feel that you deserve your money returned after reading this email, please email us again and we will look into the matter further.
Please do not hesitate in contacting us if you have any further questions or comments.
Kind Regards
Brad
Casino Support
************************************************** *****************
***************fourth email****************************************
Hello
Well, it appears you have no intention of answering my question regarding the rate that money is released from the bonus account. I wish to thank you with that.
I would also like to thank you for answering my question about getting my $125 back that I have deposited in my real account, but have not played because of the problems with your bonus account rules, which you will not share with your customer.
If I play 2500 GBP thru my real account, 20 times 125GBP, is there any chance that you will allow me to cashout everthing that is in there and be done with your scum-sucking bottom-dwelling excuse for a gaming site?
Thank you for your help,
John
P.S. Below is the post that I'm going to put on every gaming forum I can find explaining your treatment of customers and intentional use of vague rules to defraud them.
**************************************************
I tried to make my way back thru their web site looking for their T&C, but was unable to find what I had read which said BJ was a 20X play thru and both real money and bonus account needed it. I never tried online casinos because of their scummy reputation before this week. It appears it is well deserved.
Finally found their T&C's. Under disputes:
11.2 Any issues that cannot be resolved by The Casino may be forwarded through to the Kahnawake Gaming Commission for their investigation. The Kahnawake Gaming Commissions decision is to be seen as final.
BUT I was unable to find anything about their play-thru requirements, since there is nothing about games or requirements, but the vague bonus T&C's Do these sites ever remove them from their web-sites? I was directed to this ah <cough> casino by ROAR.com and have wrote to them hoping to work this out.
MS Sunshine
They advertise a 20X play-thru requirement which was advertised on a web site. I was given a bonus account after I deposited 125 GBP into my real account. I played about 2500 GBP in BJ action in the bonus account, when I went to move the remaining 63 GBP to my real account it showed that I could only move 7 GBP, when it should be $125 if I still had that amount. I read the bonus rules T&C first and came across their:
"The maximum amount of credits that may be redeemed from the Bonus Account is £250 prior to any deposit made in the players Real Account. Upon transferring this maximum amount the balance in the Bonus Account will be reduced to zero."
At this point I should have backed away because they are slimey, but it turns out they're thiefs too.
Bonus Account Terms and Conditions
A Bonus Account will be credited automatically upon registration of a Real Account
Terms and Conditions of the bonus offer will apply before bonus payment will be credited to the Bonus Account.
Any purchases made to the players Real account is subjected to wagering requirements set out in the promotion Terms and Conditions.
Any amounts placed in the Bonus Account for the Player is required to be played. A percentage of each amount bet is set aside to be transferred to the Players Real Account. The funds that have been transferred will then be subject to a Wagering requirement. Any Amounts not bet will not be eligible for transfer to the Players Real Account.
The rate at which bonus funds will be available to transfer is determined by the Casino Operator. The Casino Operator may change the rate at which funds will be available to transfer at anytime without notification. Different Games can have different turnover requirements due to the expected different holds by each game.
The maximum amount of credits that may be redeemed from the Bonus Account is £250 prior to any deposit made in the players Real Account. Upon transferring this maximum amount the balance in the Bonus Account will be reduced to zero.
If a deposit has been made to a Real account prior to any redemption from the Bonus Account then the full redemption amount will be available to be transferred to the Players Real Account.
************first email*********************
Hello
The amount for transfer at Casino Action is incorrect. It says 7 GBP when it should be 67 GBP, what is left after clearing the 125GBP.
Thank you
********************************************
************Their response******************
Dear Sir/Madam,
Thank you for contacting Customer Support.
Please keep in mind that the amount you can transfer from your bonus account accumulates at a different rate to your real account, and differs from game to game.
While there are no wagering requirements or limits, you will be able to continue to play in your bonus account and transfer as many credits as you wish to your real account.
Please do not hesitate in contacting us if you have any further questions or comments.
Kind Regards
Andrew
Casino Support
************second email********************
Hello
Please tell me what the rate of bonus money freed up by what amount of money gambled.
My play to this point in my bonus account should have released the entire $125 bonus.
What am I missing?
********************************************
************Their reponse*******************
Dear John,
Thank you for contacting Customer Support.
Sorry for the confusion.
Please keep in mind that we offer our bonuses to give our players more play for their deposit.
While the bonus account offers a lower return for your play, there is no limit to how much you can transfer. So instead of playing a certain amount to transfer your bonus to your real account, you keep playing in your bonus account and the more you play, the more you can transfer, with no limit on how much you can transfer.
The actual rate of transfer depends on the game you are playing (games like blackjack, roulette, and power poker generally have a lower rate than slots etc.) but I do not have access to the exact rates since they are subject to change.
Please do not hesitate in contacting us if you have any further questions or comments.
Kind Regards
Andrew
Casino Support
************third email*********************
Hello
Since you refuse to honor your rules, play thru of 20X bonus, to release funds from the bonus account, OR even tell me what the rate is THEN is it possible to have my $125 that is in my real money account returned to me? I will forgo the $63 bonus that I have earned rightly, but you will not release.
Your site has no honor
*******************************************
***************their response**************
Dear John,
Thank you for contacting Customer Support.
I'm sorry you feeling a little hard done by, I have outlined a few points that might help you a little to understand the way the bonus system works.. One point that i would like to highlight is "The REAL money can be transferred out of your bonus account and into your real account at any time."
Any purchase you make will be put in the real account. Any bonuses will be put in the bonus account. As you play using your bonus money, you will accumulate REAL money. The longer you play in your bonus account, the more REAL money you will accumulate.
You may view how much you have accumulated via the Casino Action in your bonus account. The REAL money can be transferred out of your bonus account and into your real account at any time. Please note that there is no wagering requirement on your bonus account. You have to meet the wagering requirements only on your real account.
You can view the terms and conditions of the bonus via the Promotions section of our web site.
I hope that this helps you with a few of your questions. If you still feel that you deserve your money returned after reading this email, please email us again and we will look into the matter further.
Please do not hesitate in contacting us if you have any further questions or comments.
Kind Regards
Brad
Casino Support
************************************************** *****************
***************fourth email****************************************
Hello
Well, it appears you have no intention of answering my question regarding the rate that money is released from the bonus account. I wish to thank you with that.
I would also like to thank you for answering my question about getting my $125 back that I have deposited in my real account, but have not played because of the problems with your bonus account rules, which you will not share with your customer.
If I play 2500 GBP thru my real account, 20 times 125GBP, is there any chance that you will allow me to cashout everthing that is in there and be done with your scum-sucking bottom-dwelling excuse for a gaming site?
Thank you for your help,
John
P.S. Below is the post that I'm going to put on every gaming forum I can find explaining your treatment of customers and intentional use of vague rules to defraud them.
**************************************************
I tried to make my way back thru their web site looking for their T&C, but was unable to find what I had read which said BJ was a 20X play thru and both real money and bonus account needed it. I never tried online casinos because of their scummy reputation before this week. It appears it is well deserved.
Finally found their T&C's. Under disputes:
11.2 Any issues that cannot be resolved by The Casino may be forwarded through to the Kahnawake Gaming Commission for their investigation. The Kahnawake Gaming Commissions decision is to be seen as final.
BUT I was unable to find anything about their play-thru requirements, since there is nothing about games or requirements, but the vague bonus T&C's Do these sites ever remove them from their web-sites? I was directed to this ah <cough> casino by ROAR.com and have wrote to them hoping to work this out.
MS Sunshine