Ag Awards

NDB shown in different lights by different members of staff at Casino1 920

Complaint Info
Disputed casino Casino 1920
Reason Bonus terms violation
Inactive user
Posted on September 11, 2014

I joined 'Casino1920' after receiving an email with a welcoming offer of $40 NDB. Before I started play I contacted Live Chat to clarify the T&C's in regard to that free chip. I was told by Zoe that there was a playthrough of 99X and max cashout of $1,000 per week. So I started to play until I wanted to check my progress in regard to wagering total of $3,960. I chatted to Mark Zlatko who directed me to the page I could go for that kind of info. I went there and saw among a few other indicators, one that read: 'Wagered from Bonus to Real: $0.00' which attracted my attention more than others in the list which included, 'Player Wins: $751.40' and 'Total Bets: $611.40'. My Account Balance at that stage was $180. I asked Mark Zlatko about 'Wagered from Bonus to Real: $0.00'? He replied that NDB's are not cashable no matter if they had wagering requirements of 99X. As this was in direct contrast to what Zoe had told me a few hours earlier, I argued the point but he disappeared never to return to Live Chat again! I kept playing for a few more hours until my Account Balance was $227. I logged off casino software and went to catch some sleep. Upon getting up in the morning, I went to chat and Patrick was there this time around. I asked him same question as I asked Mark Zlatko the night before and he told me the same thing, i.e. that welcome NDB's are in no way cashable!!!!!
Please let me know what I have to do to get justice as my balance is growing which is probably the reason they changed their story. I went to their T&C's on their website and it is a very confusing agglomeration of sentences. I attempted to ask for Zoe to come forward to chat but it was not on so far as they were concerned? Please help!

Posted on September 10, 2014

We would like to sincerely apologize for the inconveniences you have experienced while you have been provided with wrong information.
We fully understand your concern about two versions of wagering requirements that our casino has provided you with.
There was a mistake made by our new employee. According to our terms & conditions no deposit bonuses added before making a first deposit cannot be wagered or withdrawn. A player can get more comp points on it and winnings are being converted to a first deposit bonus (Paragraph 7.13 - Members are not allowed to withdraw Sign-up Bonuses or attendant winnings. Upon the Member’s first deposit, however, the winnings shall be converted to a 100% Deposit Bonus up to 100 USD).
Such situations should not happen anymore and we will do our best to provide you with fully professional service.
We would like to contact you directly to compensate all the inconveniences.

Posted on September 11, 2014

We got an information from the Submitter that this issue is resolved.

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