Hello!
I've played in 24Casino and one day I joined their Telegram channel where sometimes these "bonus drops" (5e vouchers without deposit to the fastest ones) and special deposit bonuses are given. I used their 200% deposit bonus with a code "20PLAY60" and started to wager the bonus. In the message where this bonus was offered, the only thing regarding any terms was a line "Bonus T&Cs apply" and I thought that in the terms section line "Unless otherwise stated in specific Promotion Terms and Conditions, all winnings obtained from any deposit bonuses are capped at €/$5,000 or currency equivalent." matches to my case.
I played games and eventually got my first ever max win. My balance were close to 7000 euros and right begore the wagering requirement was completed, my balance were 6800 euros. But then, after the wagering requirement was done, by balance dropped to 200 euros. I was shocked of course and asked about this from a live chat, because I had earlier checked the information from live chat that is there cap win in this bonus, and I was told that that there isn't and that the 5000e normal bonus terms condition is used (I have a screenshot of this conversation). Then later when contacting the live chat, I was told that previous customer servicer had made a human error and I was told with a screenshot of a section "Telegram Bonus Drop" that this rule applies to my bonus where a line "Unless otherwise stated, all Bonus Drops are subjected to a Max Win of 2x value of the bonus drop" was highlighted.
I tried to tell the customer servicer that bonus drops and deposit bonus offers are two different things, as bonus drops are free vouchers whereas deposit bonuses require a deposit to be made. The terms they used in my case also stated that all bonus drops are subjected to 50x wagering requirement but my 200% bonus had a wagering requirement of 40x. Lastly, the Telegram Bonus Drop section says that Bonus Drops are subjected to max win of 2x of the value of Bonus Drop. So, if these rules had been followed in my case, the balance should been dropped to 80 euros, as 40 euros were the bonus amount of the bonus multiplied by 2, but my balance was reduced to 200 euros. The outcome was that the management is clear of this case and I cannot do anything.
So the way I see this case is that the Telegram Bonus Drop section from the terms page is used in my case, but the terms stated in that section doesn't match to my case. Then again, no additional or deviating information was given about the 200% deposit bonus so that I could knew the actual terms of the bonus. Lastly, if the live chat even confirms that there are no specified max win for the bonus I used and that general bonus terms are used, how could I know the terms of this bonus if the live chat doesn't even know any special terms to this bonus?
I feel bad and mislead as this is my first time ever writing this kind of complaint. I would have been happy with the 5000e cap win which can be found from the terms, but I cannot accept the 200 maximum win because I couldn't see or know this kind of restriction beforehand. And also the decision to use Telegram Bonus Drop terms with different conditions than explained in the site is not fine for me, as in this case I can't check the actual and correct terms of the bonus anywhere.
Lastly, I took screenshots of both bonus drop message as well as deposit bonus offer messages from the Telegram channel to show the difference within these two (because bonus drops are clearly advertised beforehand with a bonus drop alert message whereas deposit
bonuses are advertised just like a normal bonus offer) and also showing that no special conditions was given to the deposit bonus. I will attach these pictures as well as the conversations with the live chat hoping those give additional value for this case. After loosing the 6600 euros, I feel myself heartbroken as no compensation was even offered to understand my feelings, but I still hope this case progresses forward in a good will.
Sincerely,
Alex Heikkinen
Dear ALLUUXX99,
Thank you for reaching out!
I am sorry to hear that you aren't happy with the terms of this promotion, let me explain below.
All Bonuses have a dedicated section in our Bonus Terms and Conditions, including a dedicated section for Telegram Bonuses: https://www.24casino.com/bonus-terms-and-conditions
On all Telegram Bonus Drops we do include a line stating that Bonus Terms and Conditions apply, and have made the Telegram, section here as clear and noticeable as possible.
According to these Terms and Conditions, "Unless otherwise stated, all Bonus Drops are subject to a Max Win of 2x the value of the Bonus Drop." In this case, you value of the bonus was €40, which would mean (unless otherwise stated), the maximum cashout from this bonus would be €80. However in this case due to the Bonus Setup, the maximum win is €200, which is higher than the default cashout from Telegram Bonuses.
I understand that this may not be the outcome which you hoped for, but you still reached maximum cashout amount for this bonus.
If you have any further questions please let me know!
Hello.
I understand your point, but the main problem here I see is that your terms say "Unless otherwise stated" regarding the bonus wager as well as the maximum withdrawable amount, but regarding this deposit bonus no otherwise stated terms were given. Basically the wagering requirement could have been as well 60x and max cashout for example 1000 euros and I wouldn't have any information about this. From a customer point-of-view, I would have hoped to see the full terms of the bonus in the advertisement message. In that case, I couldn't and wouldn't complain about the terms if I had been told that the maximum win is 200 euros and the wagering requirement is 40x bonus amount. This kind of information wasn't visible anywhere in your site.
If this is the final outcome of this case, I just hope that you are more clear in the future regarding the terms of different offered bonuses because as I said already, I feel mislead with this case both because of the terms usage and customer service reply to me.
Best regards,
Alex
Dear ALLUUXX99,
Thanks for the quick reply!
I understand your feedback and have passed over to the team that when we post bonuses with more generous conditions than those stated the Terms and Conditions we add these in the Telegram Message. In this case the Max Cashout was higher than stated in the Bonus Terms and Conditions, so did work in favour of the customers.
I hope this clears the case for you, if you need anything else please do reach out!
Thank you
AskGamblers
Dear @Alluuxx99,
The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.
Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.
Thanks in advance for your cooperation.
Hi again.
Even though the situation didn't end up like I hoped, I understand 24Casino's view that they have followed terms and conditions correctly and I already said in the previous message that I'm hoping more clear and visible terms regarding special deposit bonuses in the future.
24Casino's VIP representative also approached me regarding this case and asked me if I want to receive 100 euros bonus money with 40x wagering requirement as a gesture of goodwill. I agreed to receive that and write to Askgamblers forum about this. The outcome of the case wasn't maybe what I hoped but I appreciate the goodwill gesture and I want to thank about it.
From my side this case is solved.
Thank you Askgamblers staff and 24Casino
Regards,
Alex
AskGamblers
Dear all,
As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.
We thank both parties for their assistance during the complaint process.
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