The other day, i received an email from CASINO.COM informing me about the $10 bonus they have given me. All i need to do is opt to get the bonus and log in. I got the bonus of $10. I contacted the support to make sure about the games allowed and the wagering requirments for that bonus. An Agent named Malen or Malin told me that the bonus is allowed to played in NIGHT OUT SLOT AND SCRATCH CARD with a wagering requirements of 40x which total to $400. To make the story short, i played with the $10 bonus i received in NIGHT OUT SLOT game, luckily i was able to finish or fulfilled the wagering required. Actually i wagered more than $400 more or less a sum of $700 and i still have a balance of $120.91. I proceeded to the cashier to make a withdrawal of $100 but the cashier didnt let me... theres always a note saying... my withdrawal amount exceed my current balance. Which i don't understand, i contacted the support to rely my concerned. I talked to the agent named Kristen. The whole conversation stated below:
Kirsten B.: Hi, my name is Kirsten B.. How may I help you?
alma: hi i would like to make a withdrawal
Kirsten B.: Hello alma
alma: hi Kristen.
Kirsten B.: I am happy to assist you with your wiithdrawla
Kirsten B.: may i ask did you accept a bonus?
alma: im done with my wagering and i would like to make a withdrawal of $100.
Kirsten B.: and if so did you complete the wagering requirements in order to be able to withdraw?
Kirsten B.: ok
Kirsten B.: allow me one moment to look up the account
Kirsten B.: in order to verify you as the account holder and to provide you personal data could you please answer following security questions:
alma: yes i did. i got a bonus of $10 that can only be played at night out slot with a wagering of 40 times.
Kirsten B.: when did you create your account?
and which game do you play most?
alma: if im not mistaken first quarter of this year. i only play slots.
Kirsten B.: could you please specify the slots you prefer?
alma: i like playing the marvel slots, pink panther, mummy, penguin vacation, etc..
Kirsten B.: thanks Alma
Kirsten B.: I am on it
Kirsten B.: one moment please
Kirsten B.: thanks for holding
alma: no problem
Kirsten B.: I can see from your account that you have remaining wagering requirements of CAD 2116.70
alma: i only got $10 bonus..
Kirsten B.: once the wagering is completed we are happy to process a withdrawal request
Kirsten B.: let me check the bonuses you accepted and the included games
Kirsten B.: one more moment please
alma: 40x wagering is only 400 and i wagered more than that.
Kirsten B.: I can see that you received a 30 CAD bonus as per today and wagering is 1200 CAD ... you already wagered 183.30 CAD so the remaining wagering of this bonus is 1016.70 CAD
alma: i received an email giving me a bonus of $10 that i opt to. i talked to the agent Malin and she told me that the bonus requirements is 40x wagering at night out slot and scratch card.
alma: i only got $10.
Kirsten B.: please keep in mind that only slots count towards the wagering for this bonus
alma: i started playing with a $10 balance. where did you get that $30
alma: and i only played night out slot. thats all.
alma: with a $10 bonus that i received.
Kirsten B.: if you could please open your cashier > my account > bonus
Kirsten B.: there you can see all the bonuses you received and accepted
Kirsten B.: today you received a 30 CAD bonus
alma: i only got $10.
alma: why will i lied about it.
Kirsten B.: and there are 3 more bonuses from April, July and August ( ech10 CAD )
alma: thats the only amount i played.
Kirsten B.: please check in your cashier
Kirsten B.: can you see it?
alma: yes i saw it. but what i got today is only $10.
alma: i asked malin before i started playing .
alma: even on the screen when i signed in.. stating CONGRATULATIONS.. YOU RECEIVED A $10 BONUS...
alma: how can you say i received $30....
alma: i know that was written on the cashier but thats not what i got!
Kirsten B.: I cn see from the system that the 30 CAD have been accepted and credited to your account
Kirsten B.: one more moment please
Kirsten B.: sorry for the confusion .... the 30 CAD bonus have been accepted and credited in March
Kirsten B.: today the 10 CAD have been credited
Kirsten B.: and the wagering is 400 CAD as per the system
alma: i only received $10 bonus not $30
Kirsten B.: yes ... I just confirmed that
alma: and im done with my wagering more than 40x i wagered it.
Kirsten B.: however the bonus of CAD 30 you accepted in March has not been completed yet
Kirsten B.: you can only play one bonus at a time
Kirsten B.: and since you accepted a bonus in March, April and July and the wagering is not completed on those bonuses
Kirsten B.: you can not withdraw at the moment I am afraid
alma: why is that? you mean its continued even i already had a balace of 0. its still active?
alma: i can't believe it.
alma: are you kidding me?
Kirsten B.: once you accept a bonus you need to complete the wagering in order to be able to withdraw
Kirsten B.: you can see all the bonuses you accepted in your cashier
Kirsten B.: and we are happy to process any withdrawal request once the wagering of the bonuses is completed
alma: this is ridiculous... this is the only casino i played that the wagering requirements will be added to the past bonuses that was given... imagine your asking me to wagered the months of march april etc...
alma: i will complain about this.
Kirsten B.: I advised you of the total wagering requirements in your account according to your accepted bonuses
Kirsten B.: as long as the wagering requirements are not completed I am afraid we can not process a withdrawal as per our terms & conditions
Kirsten B.: I can understand your disapointment however there is nothing i can do about this
Kirsten B.: as you started to play the bonus money
Kirsten B.: if you do not wish to play a bonus pleae
alma: never mind. and then what? take the balance away by losing it. im going to file a complain about this issue. this is ridiculous. i only got a $10 bonus and your asking me to wager even the amount i received from the past months. THIS IS RIDICULOUS! UNBELIVABLE!
Kirsten B.: contact us immediately after you accepted it and do not start to play the bonus money so we can possibly remove the bonus
Kirsten B.: I am sorry if you see it like this however wagering requirements are standard in the online casino industry
alma: MY BLANCE IS 120. AND ALL I WANT TO WITHDRAW IS THE $100 LEAVING THE BONUS I GOT. AND THIS IS WHAT I GOT.]
Kirsten B.: if you want to file a complain you can do so by sending it to:
Kirsten B.: [email protected]
Kirsten B.: like I said i can understand your frustration and I am trying to assist you by explaining the bonuses you accepted
alma: no. im not going to complain in your support line. i will raise this issue to the others.
Kirsten B.: ok .... you are free to do so
alma: the bonuses that you added from the past months.
Kirsten B.: we are regulated by the Gibraltar gaming authority
alma: its not the issue of money.. its the PRINCIPLES!@
alma: THANKS FOR YOUR TIME!
Kirsten B.: always happy to assist you
Kirsten B.: is there anything else I can do at the moment?
alma: NO MORE THANK YOU.
Kirsten B.: ok ... if you need further assistance you are welcome to raise a chat at any time you like
Kirsten B.: we are here 24/7
Kirsten B.: We’ve not heard from you in a while, so we will now end this Chat. Should you require further assistance, please contact us again via live chat or send an email to [email protected]
Kirsten B. has disconnected.
Im submitting this complaint to know if this rules are legal. I already met the wagering required for the said bonus. At first she insist that i received a bonus of $30 that requires me to wagered more than 1000 and then, when she finally realized that i was only credited a $10 bonus today (aug. 29 canada time) she wants me to wagered the past bonuses that i received. This is not the question of money but its PRINCIPLE.
I FULLFILL MY OBLIGATION (WAGERING) I DESERVE TO GET WHAT I WON IN THAT BONUS.
THANK YOU AND HOPE YOU CAN HELP ME WITH THIS.