Slots Village Casino - Referring to terms and conditions that do not exist

RESOLVED
flaxiflax Sweden
posted on August 27, 2015.

I got 25 dollars in bonus for signin up. I won almost 1000 dollars and wanted to do a withdraw. On my account it says: "998 dollars cash money" and "17.99 dollars bonus money". I had to contact support, so I did, the support then explains to me that this is not bonus money, only fake money. And that this "bonus" money cannot be wagered. The support is very offensive and ask me how old I am (because I had a lot of questions about this). I asked if there was anyway for me to get this 998 dollars (make a deposit, wager x3 and the make a withdraw for example), but the support (Lewis), said no, this is just fake money for me to enjoy. He got mad at me for not reading the terms and conditions like "everybody else", I did read the terms and conditions, and no where can I find anything about this signing up bonus or the rules about that. I asked Lewis if he could guide me to where I can read about this, and he says !10.8.1", "10.8.2" and "10.8.3"... The funny thing is that there are no such paragrafs. There is only "8.1" or "10.8".. I wrote to Lewis again to tell him that he was refering to something that did not exist. I did copy the terms from "10.8", "10.9" and "10.10" to show him that this wasnt the right terms, I only got the answer yes... I reminded Lewis that the terms that I just copy was about nicknames and other stuff, and that it didnt have anything to do with the bonus issue, and that I still wanted to see the terms and conditions that says that the bonus money you get when register is not bonus money, just fake money which can never be wagered and will disapear when I make a deposi. After that I didnt get any answer from the chat. I have wrote several times, but im being ignored.

If there are terms and condition that says that this welcome bonus is not able to wager, I will understand that and rest my case. BUT, like it seem right now, there are no terms about this bonus, and therefor I want my money.

Terms and conditions:
8. BONUS RULES
8.1 Bonus Money:

8.1.1 "Bonus Money" is an incentive that Slots Village offers in order to enhance the Members' casino experience;

8.1.2 The free Bonus Money represents the amount awarded to the Member, as stipulated in the promotional offers sent to the Member via email or newsletters;

8.1.3 Free Bonus Money is awarded only to Members who have at least one Deposit lifetime on Slots Village;

8.1.4 Bonus money cannot be withdrawn; it can only be put into play;

8.1.5 Bonus money can be used to play Slots Games;

8.1.6 Should a Member receive more than one Promotional Bonus offer, s/he shall be entitled only to the first one, any other requests pertaining the Bonus offers being declared invalid.

8.2 Sign-Up Bonus Money:

8.2.1 "Sign-Up Bonus Money" ("Sign-Up Bonus") represents funds added to the Member's account once the registration process is complete. The Bonus following the sign-up process shall be given once per account;

8.2.2 Sign-Up Bonus Money shall only be awarded if the Player completed the Member Profile information form with accurate information including full name, telephone number, and accurate home address and email address;

8.2.3 Sign-Up Bonuses shall not be credited to duplicate casino accounts, in the event of multiple casino accounts abuse, all balances shall be forfeited and all accounts shall be permanently closed;

8.2.4 Free Sign-Up Bonuses shall only be credited once, and they shall be awarded according to the casino promotion published on the Site or via the promotional emails sent by Slots Village.
8.3 Deposit Bonus:

8.3.1 "Deposit Bonuses" are defined as special promotional bonuses awarded to the Members, based on their deposit activity, constituting a percentage of the deposit back as a bonus;

8.3.2 Deposit Bonus money shall be credited only after the corresponding deposit is already credited in the Member's cash balance.

8.4 Cash Back Bonuses:

8.4.1 The "Cash Back Bonus" is a monetary reward representing a certain amount of the deposit money that has been put into the Games, which can be claimed back by the Member;

8.4.2 Cash Back Bonuses shall be credited only in cases where the Member lost the corresponding deposit.

8.5 Bonus promotions:

8.5.1 Occasionally, Slots Village may send Bonus promotions via email to a specific group of Members, and some of these promotions may be posted on other sites or throughout casino forums;

8.5.2 If Slots Village has enough grounds to believe that a Member was not included in a particular Bonus promotion, the bonuses shall not be awarded and no subsequent payouts shall be honored. Slots Village reserves the right to deny promotion participation of any Member without further explanation;8.5.3 Slots Village reserves the right to provide Account Holders with general Bonus promotions disregarding their eligibility; Members shall be exempted from the Bonus offer if their Accounts do not comply with the conditions.

8.6 Members who are suspected to have Bonus-seeking patterns shall not be eligible for any Bonus promotions;

8.6.1 Members who have never made a deposit on the Slots Village account cannot receive more than three (3) sign-up promotions;

8.6.2 Slots Village reserves the right to deny more than one Bonus (according to rule 8.2) or close accounts due to suspicious or Bonus seeking pattern.

8.7 Bonus abuse rules:

8.7.1 Bonus abuse takes place when the Member has no intention to use the casino Bonus for entertainment but instead utilizes unfair techniques such as advantage-betting, systematic-betting or betting at later extent to manipulate the casino Games in her/his favor. Free Bonus abuse and Bonus betting systems shall not be tolerated at Slots Village. Members found using these methods shall be immediately blacklisted, and their original deposit amount refunded, unless the Member receives a total payout that exceeds her/his initial deposits amount. In such cases, no further refund shall be initiated. Any winnings made using advantage-betting and systematic-betting methods shall be considered fraudulent and shall immediately become void.

8.7.2 Members shall be aware that Slots Village, as a part of a corporation, is ruled and managed under such principles and has created these Rules to prevent dishonest Players from visiting the Site.
8.7.2 Members shall be aware that Slots Village, as a part of a corporation, is ruled and managed under such principles and has created these Rules to prevent dishonest Players from visiting the Site.

8.7.3 Slots Village shall not tolerate abuse of free Bonus Money in advantage play. Free Sign-Up Bonus casino accounts and free Bonus credits are closely monitored by gaming specialists to avoid this practice. If a Member is found placing advantage bets with free Bonus Money, all associated casino accounts in the entire network of sites managed by the same company shall be immediately blacklisted and closed. All winnings shall be voided.



And here as you can see, there are no "10.8.1" and so on.. only "10.8":
10. CONTRIBUTIONS
10.1 By sharing any material with Slots Village, including text, photographs, graphics, video or audio, Contributors agree to grant Slots Village permission to use the material in any way the Company chooses, free of charge (including translating and adapting it for operational and editorial purposes), in any of Slots Village Network entities and partners.

10.2 Copyrights in Contributions shall remain with the Contributor. This permission is not exclusive; a Contributor can continue to use the material in any way, including allowing others to use it.

10.3 A Contributor confirms that the Contribution is his or her own original work, that it is not defamatory and does not infringe any laws; that the Contributor has the right to give Slots Village permission to use it for the purposes specified above; and that the Contributor has the consent of anyone who is identifiable in the Contribution.

10.4 Participation in and/or Contributions to select Slots Village communities may require Registration with Slots Village. Any personal information supplied to Slots Village as part of the Registration process and/or any other interaction with Slots Village shall be collected, stored and used in accordance with Slots Village Privacy Policy.

10.5 Contributions must be civil.

10.6 No disruptive, offensive or abusive behavior: Contributions must be constructive and polite, not mean-spirited or made with the intention of instigating disturbance, distress or disorder.

10.7 No unlawful or objectionable content: Unlawful, harassing, defamatory, abusive, threatening, harmful, obscene, profane, sexually oriented, racially offensive or otherwise objectionable material is not acceptable.

10.8 No spamming or off-topic material: Slots Village does not allow the submission of the same or very similar Contributions many times. Please do not resubmit your Contribution to more than one discussion, or contribute off-topic material in subject-specific areas.

10.9 No advertising or promoting.
10.10 No inappropriate (e.g. vulgar or offensive) nicknames. Slots Village reserves the discretionary right to exclude from the community site any Contributor who violates these Rules.

This is the end of the chat conversation:
flaxiflax/SVL238028: Before I leave, Can you just guide me to where I can read about this bonus that is not a bonus? Because im reading right now on terms and conditions, under "bonuses", and especially under "signing up bonuses"
flaxiflax/SVL238028: I cant fins anything relevent to what we have been spoken about
flaxiflax/SVL238028: Where can I read that the 25 dollars I get when signing up, is bonus money that can never be wagered, and will disapear when I make a deposit
Lewis: certainly
Lewis: 10.8.1
Lewis: 10.8.2
Lewis: and 10.8.3
flaxiflax/SVL238028: hm.. theres only 10.8 10.9 and so one.. cant see any 10.8.1
flaxiflax/SVL238028: 10.8 No spamming or off-topic material: Slots Village does not allow the submission of the same or very similar Contributions many times. Please do not resubmit your Contribution to more than one discussion, or contribute off-topic material in subject-specific areas. 10.9 No advertising or promoting. 10.10 No inappropriate (e.g. vulgar or offensive) nicknames. Slots Village reserves the discretionary right to exclude from the community site any Contributor who violates these Rules.
Lewis: yes
flaxiflax/SVL238028: This has nothing to do with the bonus we are talking about
flaxiflax/SVL238028: you are refering to 10.8.3 for example.. there is no 10.8.3.. theres is only 10.3 or 10.8
flaxiflax/SVL238028: are you there?
flaxiflax/SVL238028: Im sorry, but I have to write about this on askgamblers... And I have to copy our chat so that I have proof of how you are telling me about the rules. The rules does not exist, as anyone can see. And now you are gone from the chat. So I leave this to askgamblers and they will take it from there

AskGamblers
posted on September 4, 2015.

Dear @flaxiflax,

Any update regarding your complaint? Thank you.

posted on September 8, 2015.

Dear AskGamblers,
Thank you for bringing this case to our attention.

Slotsvillage Casino would like to apologize to flaxiflax for the misunderstanding and clear out the fact that winnings from the sign up bonus can be indeed claimed.
7.12.5.1 In order to request a withdrawal from a Sign-up bonus, the Member must wager a minimum of 75 times the bonus amount and the maximum withdrawal limit from a Sign-up Bonus is $100.
7.12.5.1 In order to request a withdrawal from a Sign-up bonus, the Member must wager a minimum of 75 times the bonus amount and the maximum withdrawal limit from a Sign-up Bonus is $100.
As part of our fair gaming and security policy, we request documents to verify the identity of the Account Holder before expediting withdrawals.
Once our terms and Conditions will have been met, flaxiflax’s payment will be honored without hesitation.
We have tried to reach flaxiflax by phone and by email but, unfortunately, without success.
We invite flaxiflax to contact us by email or phone for any inquiries that may present.


Kind Regards,
SlotsVillage Casino Team.

flaxiflax Sweden
posted on September 8, 2015.

This is not true.. They have not tried to contact me. I only got an email that said that I was supposed to contact support and ask for the manager, I did, she was not there. I am now on chat again, and asking how to make a withdraw and if there is any documents they need, and the support (this time Joey), is still saying that I cant get this money because its not real money

AskGamblers
posted on September 14, 2015.

This case has been reopened upon casino's request and we would like to give it one more chance for a successful resolution.

posted on September 17, 2015.

Dear Ask Gamblers,

Thank you very much for reopening this case.

SlotsVillage Casino has contacted Flaxiflax again in order to assist her with the withdrawal process and clear out any misunderstanding.
According to our Terms and Conditions a set of documents and a minimum deposit are required prior to approving the withdrawal request.

We would like to assure flaxiflax that Slotsvillage Casino has no intention in delaying this process and as soon as the required paperwork has been received and approved and the deposit has been submitted, the payment will be instructed accordingly.

Regards,
SlotsVillage Casino Team.

AskGamblers
posted on September 21, 2015.

Dear @flaxiflax,

Are you satisfied with the casino's response, can we close this case as resolved? Thank you.