AmorBingo Casino refuses to payout even after wagering

RESOLVED
posted on July 18, 2015.

I registered at AmorBingo Casino through a link from Askgambler. After registration I received 20 freespins at Starburst and I won apx £5. I continued to play a couple of rounds on Starburst and then went to the bonus section to check the wagering requirement. At that moment I had £172 left to wager.

I played for 30-60 minutes and the balance was £114 when I completed the wagering requirement.

Now I couldn't play more as the balance went to zero (even though the site said that I had it as bonus winnings). I couldn't do a withdrawal either.

I figured that I had to do a deposit to be entitled the winnings. I contacted the customer services and they told me that the money now was play money to use in their bingo section. So even if I made a deposit at this point I wouldn't get the winnings from the freespins anyway.

If I had made a deposit when I had wagered 95% of the freespins winnings. Then lost the deposit and then played through the 5% that was left I would have been able to withdraw it.

I think this is misleading. I wouldn't waste the time to wager the winnings if I'd new that it would turn into play money...

AskGamblers
posted on July 24, 2015.

@fb_10­152­940­522­298021,
Any update considering your complaint? Thank you.

posted on July 24, 2015.

No, not a word... This just proof that they're not to trust!

posted on July 24, 2015.

Dear User,

Sorry for the delayed answer, we have a lot of staff on summer vacation these weeks.

First of all, thanks for the feedback - we are continuously striving to improve and we do always listen to our customers. However, I am sorry to hear that your're having a bad experience at AmorBingo. I can ensure that we are to trust and we are not a trying to cheat anyone.

Can you please send me your username/email on AmorBingo? I will look this through, and return to you here.

Best regards,
Emil Børsting Sørensen
Affiliate Manager, AmorBingo

AskGamblers
posted on July 24, 2015.

We send necessary information to the casino by email.

posted on July 25, 2015.

Ok, should I do something here, or has all necessary information been sent to Amorbingo?

posted on July 25, 2015.

We will return to you on monday. Immediately, I can't see any mistakes from our sites of the table. But I promise you that I will look this through I dialog with the owners, and see what we can do.

posted on July 27, 2015.

Due to vacation on the office I was not able to find an answer today. I have return to you as soon as possible. Sorry for the delay.

posted on July 29, 2015.

Hi again

We have now looked this through.

As the customer service informed you, a deposit is necessary before you can make a withdrawal. This also appears in the condition under Withdrawal Rules: Number 1: “Only winnings after a deposit can be withdrawn” (see attached screenshot).

However, it seems that there has been a minor misunderstanding. You still have 114 £ on your account. These can be used on Aberrant Games and Bingo. Your balance is not zero, however, I could look this way if you only look at Net|Ent games like Starburst.

You are not able to withdraw the 114 £ bonus money, since you haven’t made any deposit. However, there are no wagering requirement on the 114 £. This means you can still make a deposit and use the bonus money to earn withdrawable winnings through the deposit. But you can only use them on Aberrant games as bingo or casino games that aren’t Net|Ent nor Microgaming.

We are glad that you brought up this subject since we constantly are striving to get better by listen to our customers. Therefore, we are willing to give you another 20 free spins on Net|Ent games to show good will.

I will make sure they are on your account today.

Let me know if you have any questions regarding this.

Emil Børsting Sørensen
Affiliate Manager, AmorBingo

posted on July 31, 2015.

But I still think that you shouldn't give out freespins on netent - games with wagering requirement if the customer can't get the winnings. At least you should inform the customers that they have to deposit one time before they start wager any winnings.

I guess that I'm not going to win this case. I still think you are a rouge casino.

posted on July 31, 2015.

Once again, we are glad you put light on this subject, and we will work on even clearer communication in the future. I can't promise you, but I will suggest to the possibility to inform about that already in the welcome mail.

Regarding the free spins on Net|Ent, I am sorry to hear that you are unhappy with it. It is not a part of our normal bonus structure, but something extra that we have offered in cooperation with AskGamblers to give one more no-deposit-bonus besides the free bingo money to all Scandinavian players.

However, I am a bit bemused that you don't like it since you won a lot of money on it. Even you misunderstood the conditions about wagering/deposit you still have a lot of money that has no wagering requirements to use on aberrant games.

posted on July 31, 2015.

So what you're saying here is that if I make a deposit I can withdraw the money from the account (as you write that it is no wagering on it).

posted on July 31, 2015.

No, as I said before, it is play money, which basically means that it can't be used on Net|Ent and Microgaming games. You can't withdraw play money (hence the name). However, it has no wagering requirements, so after a deposit you can withdraw all your winning from the play money without having to turnover the money several times as in many other casinos.

Hope that make sense.

posted on July 31, 2015.

I have now made a deposit of £10 just to see if this works. If I play with this in bingo section and win, can I then make a withdraw? (it's basically what you are writing)

posted on July 31, 2015.

Ok, so now I won £42 in the bingo section with the play money. I guess that's better then nothing.
So... We can close this case. I still think that you're bad at communicating the rules though.

posted on July 31, 2015.

Yes, all your winnings on aberrant games, which is not only bingo, but all games that are not Net|Ent and microgaming, can be withdrawn after a deposit.

posted on July 31, 2015.

Okay, I'm glad we found a solution for this.

Regarding the communication, we will strive to get better to avoid a situation like this again. We are working on a completely new bonus structure where the rules are even easier to understand.

Have you received the extra 20 Starburst free spins that we assigned to you Wednesday?

AskGamblers
posted on July 31, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.

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