Club Gold Casino removed no-wager bonus winnings

RESOLVED
posted on February 25, 2013.

Hi,

I made $50 deposit and received %200 $100 NO-WAGER bonus.

I was lucky that I received 100 free spins on my first spin in the Easter Surprise slot.

I won $340 and decided to spot playing and make a withdrawal. But before that I converted comp point to cash and got extra $66.

The cashier didn't let me to make a withdrawal and I contacted the support via chat.

They told me that my bonus stuck and asked me to contact them again next day.

Next day I received a call on my cell from support and the gentleman to remove bonus from my account and make withdrawal on my winnings manually. I agreed and after 10 minutes I found that I have only $50 on my account.

I contacted the support again and got the following response:

"Your account was reviewed by the payments team and since it was only one lucky spin you played, and then converted and withdrew your comp points, it was considered bonus abuse so the deposited amount has been returned to your account "

But the bonus was no-wager and I don't see why I can't make a withdrawal after 1st or 10 or 100 spins.

And I also lost my comp point money which are result of my previous games.

As i understand the purpose on no-wager bonus to let a player win some money using a bonus and make a withdrawal at anytime.

posted on February 26, 2013.

Please be advised that we have reviewed the players account and the issue was raised the player converted her comp points while having an active bonus with winnings.

The system automatically flags this as bonus conflict and this is why the funds automatically removed.

Under normal instances with a regular wagering bonus this would not be accepted as it would be purely bonus abuse however since the wagering does not apply on the specific bonus the player used, the balance has been re-instated and the players is indeed free to withdrawal the winnings.

On behalf of the entire team we would like to congratulate the player on her winnings.

Best regards

Dino G

posted on February 26, 2013.

Thank you for your quick response and your understanding.

I received back my winnings

Thanks,

Slava

AskGamblers
posted on February 26, 2013.

 slavabell, is this complaint solved then?

posted on February 26, 2013.

Yes, the complaint is solved