Welcome bonus not credited

We consider the behavior shown by the player in his last post as absolutely incompatible with the minimum standards of decency and normal attitude and behavior during an ongoing dispute at AskGamblers Complaints Service. Such behavior is considered as a direct breach of the Terms & Conditions associated with AskGamblers Complaints Service and therefore, player's case is being rejected.

Dear Shihada,

I am sorry that you seem to not understand the point that I am trying to get across, so I will make one final attempt. If we would allow players to:

a) Deposit money and play without taking their first deposit bonus
b) In case they win, they just withdraw without having turnover requirements
c) In case they lose, they come and ask for their bonus and gets it

Then we would be open for abuse. It would leave players with a better than normal chance of winning at our casino and the player RPT for these players would go over 100%. Hence, we would be swarmed with organized abuse and we would have maybe 50 new depositors per day doing this.

I hope that you, isolated, can see that the above is not something we can allow.

So, when you:

a) Deposit without getting your bonus
b) Play your first spin 58 seconds after
c) Lose your money and first then ask the support for your bonus

Then you act exactly in the way of a bonus abuser and hence we can't give you your bonus.

But that doesn't mean that you are getting cheated because we then ALWAYS allow players to get their bonus on their 2nd deposit instead. In your case, we have even given you a €50 compensation for a long support answer (which is not related to you not getting your bonus).

If all other casinos allow you to deposit, win and withdraw, or lose and claim your bonus, then you can play at all these with a better than 50/50 chance of winning. But a word of caution. You will run into the exact same issue as you have done here with us.

For your 5 last points:

1) That is not true. We are often complimented on our customer service. Of course it is impossible to cater to everyone in a perfect matter, and I am sorry that you have had a bad experience, but that is not our usual standards and our players generally express happiness with the support they are getting.

2) We feel like we have treated you in the correct manner for the situation. I have tried to very thoroughly explain to you why you can't get your bonus, I have offered you the bonus on your 2nd deposit, our Head of Support has issued you a €50 compensation because your support ticket to longer than normal to deal with. All in all I feel that you have been treated fairly and with respect.

3) What makes us trusted with AskGamblers is that we deal with everything openly and straight up. I could easily have made you happy by giving you your bonus to make you stop your complaint but we treat our players the same and we are very open and direct about our rules and policies.

4) No, they are not. I am sorry, but I can't keep writing the same things over and over again so we have to agree to disagree if you won't accept my explanation.

5) No, you have violated a very clear clause in our terms. I could end this conversation here with this simple fact. Our terms state that in case you don't get you bonus credited you MUST contact support and get you bonus credited BEFORE you start to play. You deposited and made your first spin 58 seconds later and hence this clause is clearly violated and the clause also states, that you will not be able to get your bonus, if you don't wait until the bonus is credited before you start playing. I could have very easily thrown this clause at you from the start and just refused to talk about this issue but instead I have tried to very thoroughly explain to you, why the clause is even there in the first place and why we can't give you your bonus.

If you still won't accept the explanation, there is nothing I can do to help you. I wish you all the luck in the world in the future.

What are you talking avout mike really ???
What world do yoy live in ??
Go check other casinos rules then come and say what you have said.
dont thhink all casinos is a SCAM LIKE YOURE CASINO.

I would NEVER THINK use this casino.
i hope youre RATING WILL DROP. BECAUSE CUSTOMERS SHOULDNT BE TRICKED INTO THE RATING LIKE ME.

1) YOU GUYS HAVE THE WORST CUSTOMER SERVICE
2)YOU GUYS DO NOT KNW HOW TO DEAL WITH YOURE CUSTOMERS
3)I DONT SEE THAT YOURE A TRUSTED CASINO
4)YOURE BONUSES IS A SCAM.
5)YOU STIL OWE ME MY BONUSSS !!!

Dear Shahida,

Well, bonuses have to be constructed in a way that makes them non-abusable. And that requires bonus money to be turned over a number of times. Back in the early days of online casinos there was very little abuse and hence a lot of casinos gave away bonuses without any restrcitions on them. Unfortunately, people found out how to abuse them really quick and targetted the casino industry in an organized way to the point that bonuses had to be made completely non-abusable, which is the way they are set up today (by everyone).

However, the fact that they are non abusable does not make them manipulative or fraudulent in nature. We are completely open with our terms for accepting bonuses and if players don't like them they can always choose not to take the bonus.

Regarding our rule, that states, that in case of a bonus not being credited to your account you have to wait until it has been manually credited before you play, I can guarantee you that almost all other casinos have the same policy. They might, if they feel that the player is legitimate, decide to, give out the bonus anyway (so do we from time to time as explained in my 2nd reply). But most casinos will not allow players to deposit, play and if they lose come and claim the bonus, since that would flood them with abuse.

I obviously can't and won't speak for other casinos so I will not comment on the policies of the specific casinos you mention in your reply.

We always give our players their first deposit bonus. When it goes wrong, we credit it automatically. If the player does not contact us before playing, we allow them to claim the bonus on their 2nd deposit instead. I don't feel that our policy on the matter stands out in the industry and I do consider the policy fair and just towards the players.

You obviously have the right to disagree and I can only try to explain as thoroughly as I can, why our bonus terms are set up the way they are.

Kind regards,
Mike
Anna Casino