Emu Casino - Forfeited big winnings

RESOLVED
posted on May 12, 2014.

my user id in emu casino pradippatel.after winning big amount of 6250. remove it from my account & when i call customer support than they told me that your bonus was active when you playing & you play $ 42 bet & our company not allowed more than 20 $ when bonus active. i ask them why the system not told me when my bonus was active than they have no answer.they remove 6250 AUD from my account & i try to keep contact to get it my money back but after 3 days they answer they not interested & customer care executive dosen't listen & they make it their own story.

posted on May 13, 2014.

Hi pradippatel,
Thank you outlining this matter above.
As spoken about and outlined on our previous phone conversations, you had made a bet greater then $20 whilst you were playing with an active bonus that automatically voided your bonus and associated winnings. You can view your transaction made in the image attached at 17:39:36 on 9th May 2014 where you made a bet of $42.
It is clearly referenced on our welcome bonus promotion page here: https:­//w­ww.e­mu­cas­ino.co­m/a­u/p­rom­oti­ons­/on­lin­e-c­asi­no-­bonus/ and as stated, this type of bet is against our terms and conditions also outlined here: https:­//w­ww.e­mu­cas­ino.co­m/a­u/h­elp­/te­rms­-an­d-c­ond­iti­ons­/#s­ect­ion4.
‘4.1.14 Your bonus will be automatically inactivated if you make a bet over $20.’
When you made this bet all your winnings from your bonus play were automatically removed from your balances.

In regards to you knowing or being informed that your bonus was active, please refer to the attached image showing an email extract from your conversation with our Customer Support team. The conversation extract in red highlights that we offered to manually activate your bonus which was confirmed by yourself on 8th May 2014 at 03:16PM.
Furthermore, when you login to your account you are able to see your Bonus Balance at the top of the site and can access further information regarding your bonus from your Emu Account under ‘My Bonues’ in order to know you bonus is active.

As offered on the phone we were more than happy to return your original deposited amount to you of $100 as an act of good faith.

Regards,


Andrew
EmuCasino Customer Support

posted on May 13, 2014.

Hi there

My question is when I was playing in between my bonus was active but why your
Software dosen't told me that your bonus is activated. You told me about email which one I send it to your support team it's just for my knowledge that when I can use my bonus & you guyes reply me you can't use your bonus now because it's not activated & you have to deposite & play after 20 time wagering your bonus was activated but when I was playing last Friday night in middle of my play it's activated as per your record but why system dosen't told me when I was playing.i spin may be 200 time Friday & I can't check every spin my promotion section. Your software is not advance & I can't pay for it.you run the company you should think about customer who pay you lot but when it's our term than you said simply t&c. You said I give you deposite money for good faith but why you not said our software version not latest so we pay you your winning. This is my first issue why you not said our software issue & you can't pay for it.

posted on May 14, 2014.

Hi there

Are you interested to solve this matter or not because I told you it's not a deliberate action. You told me about email & reply it twice that I am just asking because it's shows on my screen & you guyes told me that please deposite money & after 20 time wagering your bonus will active but I don't have any idea about it because I keep playing & your software dosen't inform me. I know you guyes not interested two give my money back. If you deposited 15% or 20 % of 6250 which one you debited from my account than I am happy to close this matter.i am always play pokis if you added 15% or 20% in bonus section stil I am happy because I am going to play in your website because I don't have choice at all. I know in online casino if money gone than it's never come back. I think if I go ahead than I get justice but now last two conversation it not seems you guyes interested.

posted on May 16, 2014.

Here are the screen shots of the documents, as proof of our statements

posted on May 16, 2014.

What was that. I want to know your answer what you want to do now. Please solve this matter.tell me about money.

posted on May 18, 2014.

Hi pradippatel,

Thank you for your follow up message.

We added the images for evidence of your:
- Betting history
- Thread which contained your conversations with our support team around your bonus being added to your account as requested.

Unfortunately the images attached appear to have been cropped by the system, however these are the same images that have been forwarded to you directly via email.

Just to outline the facts of this issue:
- You had instructed us to add the bonus manually to your account, which we did
- When your bonus is active your status is viewable from your account section plus fixed to the top our website when logged in – it shows exactly how far you are through you bonus and when it is complete.
- This has nothing to do with software - you forfeited your bonus and all associated winnings when you placed a bet over $20 which is against our standard bonus terms and conditions

We are unable to credit you with any of your bonus or associated winning amount, as this was forfeit automatically when you broke the Terms & Conditions of it.

However as a sign of good will, we have already offered to refund you your deposit amount you received the bonus on - which is much more than a lot of other operators would be prepared to do in this situation.

Please contact our support team if this is something you want to action.


Regards,

Andrew
EmuCasino Customer Support

posted on May 18, 2014.

I seen bonus on the screen but it was not active & money deduct from my cash balance. If bonus active than why your customer service agent ask me to do deposit. I ask clearly about active bonus & she said it is not active but you have to deposite money & play and after some wagering it is active. My question is if I keep playing & middle of the play it was active so why system dosen't shaw the message on my screen . When someone play slot game they spin 1000 time so is it possible to check every spin to go promotion section & check. It's clearly shown that you divert the issue with history photographs but you haven't gave me single reply that our system need some work. If you want to really do something for good faith you should give me all money. You said I keep all 6250 $ & give you back 100$ . I can see its a good faith to keep 6250 & give back 100$ unless we paying a lot to your company. If we using your website for playing gamble than your company survive in the market because you doing such a thing than we have a lot of another online credible casino. If we try to ask your customer service it always closed. No one reply for one or two days & easily deduct money from our online account. I ask you Andrew two time regarding talk to your higher authority & you refused but why. Please send me your direct senior manager email or another corresponding address so I can talk to them because I see from first day you follow up my message & not give me answer for my single question and you always talk about history and other things.please I kindly request to you please pass my complaint to your higher authority.
I hope I can get good reply this time.

posted on May 19, 2014.

Hi pradippatel,

This issue has already been escalated from our regular customer support agents to myself, head of customer support.

Any questions regarding your query have now been automatically forwarded on to me, as I have been dealing with your query, however I do not work 24/7 and so response times over the weekend are understandably longer.

We have also explained the status multiple times to you and you keep stating the same thing. This has been discussed with the senior management team who are the ones that agreed to offer to give your deposit on the bonus back.

Whether the system needs some work is subjective, but the fact of the matter is that making a bet over $20 is a clear breach of the Terms and Conditions on the bonus you had active. This is the reason the bonus and associated winnings were voided.

Although there is absolutely no obligation for us to do so, we have already offered to re-imburse your deposit on the bonus, as a good will gesture. We will keep this offer open to you until the end of play 20/05/14.

Regards,

Andrew
EmuCasino Customer Support

posted on May 19, 2014.

Hi there

Why you not allow to contact your top management because I am sure you not interested to fix this problem. I am talking about my 6250$ & you tell me that I again deposite money in your company & you give me bonus on that. I want some proper answer for my money which one you deduct. I am not further interested to deposite more money in your company because I don't want to loose my money again.

posted on May 20, 2014.

Hi pradippatel,

We appreciate that forfeiting a bonus and the associated winnings must be very frustrating, especially given the amount, however our bonuses have straight forward terms and conditions that must be adhered to when used.

There is no problem here, other than you voiding the bonus through your wagering amount. As with any other casino, if you forfeit a bonus, you don’t get to keep the associated winnings.
As clearly illustrated on our welcome bonus page, https:­//w­ww.e­mu­cas­ino.co­m/a­u/p­rom­oti­ons­/on­lin­e-c­asi­no-­bonus/ bonuses are paid out incrementally as you progress through the wagering requirements.

Within your account history, you can clearly see your progress through this – when each 10% bonus increment was credited to your cash balance. You can also see when your bonus and winnings were forfeited - when you placed a bet over the maximum permitted amount.

With our reward bonuses, it is possible to deposit again and keep them active to contribute to the final wagering requirements – this is exactly what you did.

We will request a member of the senior management team get in contact with you, where they will confirm the above.

Kind regards
Andrew
EmuCasino Customer Support

posted on May 20, 2014.

Hi there
Now I can see you not going to give money back but I request you that please give me my all first three deposite it's worth 350$ total. I don't want any bonus & if still active bonus in my account remove it. Please give my 350$ in my cash balance. I don't want to withdraw but I can play in your company. I thought I am new member & you give me my money back but unfortunately I am not get it good reply from your side but as a good faith please give me my 360$ back. I asking money from you because you get already my 6250 so I think 350 $ is a good bargain for your company.

posted on May 22, 2014.

Hi Pradippatel,

Following on from the correspondence you had with our senior management, we have made it clear that the bonus is what has been voided, not your cash.

If a customer plays at a casino and voids/forfeits their bonus or simply doesn’t win - we unfortunately can’t give customers back their money because they haven’t had any luck.

We have offered to give you back the last deposit you made, which is what the bonus and associated winnings were voided on - $100.

This is far beyond what we are obliged to do and a lot more than many other operators would be prepared to do and has been offered to you in good faith. This offer was available up until the 20/05/14 – however we are willing to extend this till end of day tomorrow, 23/05/14.

If you would like your last deposit refunded, please confirm before this extended expiry date. After this date, we shall consider this matter closed.

Kind regards

Andrew
EmuCasino Customer Support

posted on May 22, 2014.

What way you wrote to me. I am your customer. If we play than your company run & you guyes get money. You said me 23 rd your last day otherwise you can 't get it even 100$. Your company took my 6250 $ & you are customer service agent. You have to reply polite & help customer request. This is not the way to talk to me. From first day to now you lie with me. Don't worry I find your senior management number & chat with them. I am not happy with your company confusing website & customer service is worst. Anyway transfere whatever you want to transfere in my emu casino account. I just request 350 $ from my 6250 which one your company eat my money & you send me a such a a message. You deposite 100$ now & after I see what I can do for this issue. I find some way to get my money back.

AskGamblers
posted on May 24, 2014.

Taking all into consideration regarding this issue, this player broke bonus terms and conditions. So we are closing this complaint as resolved.