Bonus deducted TWICE from withdrawal
Dear readers,
If I could offer only 1 piece of advice, DO NOT DEPOSIT YOUR MONEY AT EUROFORTUNE CASINO. I beg you.
We all acknowledge that in the casino business we are not going to find a bastion of honesty and integrity. That's a given.
What I did not expect, however, was to discover the most morally reprehensible set of terms and conditions in existence, and even then, still not adhered to.
Allow me to explain.
I deposit $50, and am credited $150 bonus, which I of course know will be removed from the balance should any withdrawal request occur.
I play the casino (in accordance with the T&Cs) and get the balance up to $650.
At this point lets take a look at this clause in the T&Cs.
5.1. All Deposits of 249 USD/EURO/GBP/AUS or less have a max withdrawal of 10X the deposit for that specific play session (all other currencies pegged to USD). Once a withdrawal is approved, the casino applies the 10X rule and corrects the withdrawal to accurately reflect the 10X rule. The remaining funds are deemed 'Non-Withdrawable' and are cleared from the player's balance. Deposit bonuses used during a play session that results in a pending withdrawal request, are also 'Non-Withdrawable' and can be deducted from that particular pending withdrawal.
Now, I'm no mathematician, but let me have a go at it:
10 x $50 = $500
This means that according to clause 5.1 the maximum withdrawal amount for a deposit of $50 is $500.
When my balance reached $650 and a withdrawal was requested (on February 20, 2015) the software automatically removed the bonus amount of $150 as expected, and adjusted my balance to $500.
Over 42 days (30 working days) pass without payment. I write several emails requesting information on the withdrawal, usually with the same response of:
"your complaint has been forwarded to the financial department"
On one occasion, when my question was:
"why hasn't the withdrawal been processed yet?"
The response received from "Seth" was:
"because we stick to our terms and conditions" and then a cut-and-paste of this clause:
5.2. Customers can submit their withdrawal request at anytime. The approval time may take fifteen - eighteen (15 - 18) working days starting the date authorization process was completed successfully. Processing a pending withdrawal requires authorization from the Fraud department as well.
I then thanked Seth for his condescending response and pointed out that it had been well over 18 working days since the withdrawal request. The response was then, of course:
"your complaint has been forwarded to the financial department"
On April 7th 2015, an amount of $320 was deposited into my account.
I was expecting an amount of $500 minus $30 withdrawal fee (also morally questionable, but alas is in the T&Cs)
Upon requesting furthur information on the amount I was advised that I was paid correctly, and that it was $470 - $150 because the bonus had to be deducted. I of course reported that the deduction had already been automatically carried out by the software upon the withdrawal request.
Me : I thoughouly read the terms and conditions, and have complied. There is no clause which gives the ability to DEDUCT THE BONUS TWICE. if there is, please point it out...
Seth : that is how you see it, once the amount was deducted off your balance, then what's in your pending balance - is what you'll get
Seth : no more than that
Me : I dont think you understand (or choose not to) the bonus $150 was ALREADY deducted. By deducting it twice that is STEALING. please show me the term and condition which allows the bonus to be deduted TWICE
Me : The software AUTOMATICALLY deducts the $150 upon withdrawal
Seth : it was deducted once, then you decided to keep playing and naturally it would get deducted again since it was already deducted and was not allowed for larger cashout amount
Seth : your max cashout for 50 is 500
Seth : if you take a bonus
Seth : that amount gets reduced
Seth : even if you have 1000 to cashout
Seth : you'll still get 320
Seth : eventually
Seth : due to bonus + fee
Seth : if you wish to claim the whole 500, then don't claim a bonus
Seth : only the fee will be reduced
Me : no, according to the terms and conditions, the max cashout is $500 minus the (rediculous) fee. Read the T&Cs again. Please. I have.
Seth : Sir, that is how it works. I can have a manager explain it to you via email
Me : The bonus would not "naturally" be deducted twice as you have stated.... that is a logical fallacy.
Seth : as you see it, I'm afraid in reality that is not how it works
Me : I know how it is spposed to "work" as I am experienced in this and legal contracts. hat is exactly how the T&Cs read.
Seth : ok I'll forward this conversation to a manager to answer in my stead
Seth : as we cannot reach an agreement
Me : The bottom line is yes the bonus is removed from the balance, but only once. This has been removd twice. Theft. Pure and simple.
Seth : ok, a manager will take a look and get back to you
Me : Please forward the conversation on and PLEASE request the term and condition which llows the bonus to be deducted twice.
Seth : ok
Me : thanks
Seth : np
No explanation detailing the legitimacy of deducting the bonus twice was recieved. Upon advising Eurofortune that I would be lodging a complaint with AskGamblers.com should the $170 not be paid by 27th April 2015. No amount nor even a reply was recieved.
Thankyou for taking the time to read this complaint.
This case appears to me to be an incorrect application of the terms and conditions, which of course profits the casino $150.
Regards, John
Resolved
