I received and email with an offer of deposit £20 get 100 free spins on mega moolah. Which in took up. Its says bonus offered as £50 for 100 x 0.50p spins on mega moolah. I played my deposit and waited in bonus being credited and went to play mega moolah and no bonus funds or free spins....so I spoke to chat who said you'll need to redeem the bonus points from your casino rewards account. But this wasn't made clear in the email, just that it would be a £50 bonus to use on mega moolah as free spins and that standard terms and conditions apply. The thing is I can't redeem my points as I'm not allowed until I deposit more money. So I've lost this bonus, had it been made clear it was a bonus of casino rewards points I would never had accepted it and deposited £20 as i knew I was bonus banned. Why would I go for this if I knew I couldn't actually get to use it? Extremely misleading and I'm not happy. Other casinos would have the bonus as actual free spins on the specific game it was For! I bet there are other people who are bonus restricted and have had this happen too and found they can't actually get the free spins!
The following terms were located at the bottom of the email you received, as well as on the page where you opted into the promotion:
* Starts: 27 February 2015 at 00:03 GMT.
* Ends: 3 March 2015 at 23:59 GMT.
* Valid on one account only.
* Player must Opt In to the promotion prior to depositing to qualify for this offer.
* FreeSpins fulfilled within 2 hours of deposit to CasinoRewards account as a €£$50 bonus.
* FreeSpins valued at 50 cents each.
* Player must deposit €£$20 or more to qualify for FreeSpins.
* Mega Moolah Jackpot amount correct at time of writing.
* Standard terms and conditions apply.
* This offer may not be used in conjunction with any other offer(s).
Looking at the notes on your account, it seems you contacted support a few days earlier and were informed of the inability to claim points from your CR account so you were aware of this prior to making the deposit.
As always, it is the player's responsibility to read all terms and conditions of a promotion, and by pushing them twice the casino ensured there was 2 opportunities for the player to read them before opting in and depositing.
Hi there Yes shortly after I'd sent the complaint I double checked the email and saw it states the bonus would be in my CR account. If I'd noticed this at first I'd never have taken the bonus as I knew I was bonus banned. My fault for not reading the very small writing properly. If you read my complaint you'll see I acknowledged the fact I was bonus banned no need to point out I was told this a few days ago.
You specifically said,
"But this wasn't made clear in the email, just that it would be a £50 bonus to use on mega moolah as free spins and that standard terms and conditions apply."
"So I've lost this bonus, had it been made clear it was a bonus of casino rewards points I would never had accepted it and deposited £20 as i knew I was bonus banned."
"Had it been made clear it was a bonus of casino rewards points"
The terms that state they would be allocated as Casino Rewards points were in the same location that said standard terms and conditions would apply. So you've seen one but not the other?
I have simply pointed out that this fact was made clear twice and that you had to tick the box the second time to say that you have read, acknowledge and accept these terms.
There is no fault of the casino here so the complaint should be closed.
I agree it should be closed, I replied to say I looked at the email again and reread it. I admitted I never read it properly in the first place. I read it on my phone, without my glasses on and genuinely didn't see that. I know how the points work and you can't use them if you're banned. So I wouldn't have complained if I'd knew for sure it was points. After submitting my complaint I noticed I was wrong and emailed askgamblers to tell them. By the time I got to actually reply via the link to the post you'd already replied. So I'm admitting I was wrong, the complaint should be closed. There is no need to be cheeky. I know you deal with chancers all the time but I'm not one of them. I've had success with CR and haven't tried to con them like so many others try to do. As I say, a mixture of poor eyesight, small writing and haste caused me to misread the small print.
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