Bonus rules at Prime Slots Casino

RESOLVED
posted on August 24, 2012.

I joined this site & was given £5 free trial, which I played & lost. I then went on to deposit £10 + £10 bonus, which I played & won. I tried to withdraw winnings & was told you must wager 20 times the bonus before you can withdraw. I carried on playing & after wagering £206 tried to withdraw again. was told sorry you must play 20 times the free £5. I again played, taking into account, I had played & won with the free £5 around £28, before I lost the lot. So I played another £70 & tried to withdraw, only to be told winnings from the free £5 do not count towards wagering, but you still need to play 20 times the free £5 before you can withdraw. this can not be right, surely. It means that if you deposit £10 & get the £10 bonus, plus the free £5 trial, that you need to wager £300 before you can withdraw. Unbelievable

posted on August 29, 2012.

Thank you for letting us know your concerns.

We are looking into it for you now, and will get back to you as soon as possible.

Kind regards,

Prime Partners Team

posted on August 29, 2012.

Thanks, looking forward to a reply & compensation, for loss of winnings

posted on September 2, 2012.

We are still checking the issue regarding the 5 free, mentioned as “only to be told winnings from the free £5 do not count towards wagering”.

As for the wager requirement being 20 times the bonus amount (including all received bonuses), it is right: it is part of the bonus rules and it is described in our terms and conditions. In this specific case, the amount would be 300 (15x20=300).

Here are few additional examples:

1. 888.com – you must wager 30 times the bonus before withdrawal

2. Megamoneygames – you must wager 20 times the bonus before withdrawal

3. Casino.com - you must wager 40 times the bonus before withdrawal

4. Allslots.com – 30x playthrough requirement but each game contribute different % (table poker for example every $1 wager contribute 50% to the playthrough requirement).

I hope this could clarify the situation.

We are at your disposal for any further explanation.

Kind regards,

Prime Slots Team

posted on September 2, 2012.

I agree with what you have said so far. my only question, was why give £5 free trial & then ask for 20x return on this free gift & then say winning from free trial do not count? this is my only complaint. I understand the 20x for deposit.

I was made to play an extra £100 to cover the free £5, so was ripped off by you & feel I should have compensation for this

posted on September 3, 2012.

We have requested that a support manager will get involved in this to find the best solution to the issue.

Again, thank you very much for your feedback.

Prime Slots Team

posted on September 3, 2012.

If I had won £500 with the free trial £5, I could not have it & it would not have counted, towards the £300 wagering requirements, which is unbelievable. I still think you are wrong over this, & made me play all my winnings, for nothing.

posted on September 7, 2012.

so no answers? 3 days gone bye. what are you going to do? thanks

posted on September 11, 2012.

So, You & your support manager are going to ignore me & hope I will go away? Why will you not answer the question? why does free trial money winnings not count towards wagering??

I know you are Wrong, but will not admit it & pay me my compensation, that you made me loose, £50

posted on September 15, 2012.

I did reply to message under this, by Email. but NO REPLY from them.

AskGamblers
posted on September 23, 2012.

 Any news?

posted on September 24, 2012.

I replied to your email & tried to arrange a meeting, on line over the weekend, but you did not reply again & I can not log into your site, as my account is closed. where to next??

posted on September 25, 2012.

This has now been settled & compensation paid, they are also looking to change the rules to avoid any miss understandings with the free £5.

many thanks for sorting this

AskGamblers
posted on September 25, 2012.

 Complaint solved!