Hello,
on Jun-08 I received an email from WildSlots that there were 10 free spins on Wild Wild West slot waiting for me in my Account.
I redeemed them and won $6.95 (Screenshot 1).
The wagering requirements were 50 x - $347.50 and I successfully completed them. My ending balance was:
- Real balance: $300.85.
- Bonus balance: $0
In order to withdraw winnings, I had to make at least one deposit, which I did - I deposited $10 via Neteller; after which my balance was $310.85.
But, when I tried to withdraw $100 (which is the maximum amount that could be withdrawn, considering it came from free spins), I received this message: "Unfortunately you have not yet met your wagering requirements. You currently have 7.521,25$ left to wager."
I immediately contacted the Support via live chat and asked for explanation, since I completed wagering requirements and my account shows this (Screenshot 2):
Real Balance: 310,85$
Bonus Balance: 0,00$
Remaining Wagering Requirments: 7.521,25$
Chat Agent Katie kept repeating that "The wagering from the winnings of the spins begins when you make a deposit Kristijan", which is simply not true and does not exist in their T&C.
She also kept pasting these sections of the T&C:
"All free games credited to a player's account must be used within 1 day from when the offer was granted. Unused free spins will be removed from the account thereafter. Free games are considered as a bonus and must be wagered before any winnings can be cashed out. The free games bonus is calculated as the total value of the winnings received through the use of the free spins. The total value of such credit shall be subject to the wagering requirements set out below. Any and all free games bonus(es) shall be subject to the standard bonus policy detailed hereby. Players, who initiate a deposit in order to receive free spins as part of a deposit offer, MUST wager their deposit amount before initiating a withdrawal. Players who withdraw their deposit without wagering will lose the free spins earned from the deposit or if used, any winnings earned from the free spins. Only for brands that have welcome offer upon deposit."
"Winnings received through the use of the free bonus (no deposit) or free spins shall not exceed $100. Any winnings which shall be made with the free bonus or free spins which exceeds the $100 maximum, shall be considered as nil, and shall not be recorded as winnings. Only the maximum winnings of $100 can be withdrawn by the Player subject to the terms specified in the Bonus Policy.
Katie: Winnings received through the use of the free bonus (no deposit) or free spins are considered as bonus, and as such must be wagered 50 times before withdrawal may be made. "
And yet nowhere does it say that the wagering from the winnings of the spins begins when you make a deposit.
And yet, my bonus balance is $0 (ZERO).
She also kept claiming that wag. requirements cannot be completed before a deposit - which is false again, as my required wagering amount ($347.50) decreased as I was playing slots; eventually it dropped to zero.
This is the whole chat transcript:
Chat Transcript
info: Please wait for an agent to respond, in order to start the chat.
info: You are now chatting with 'Katie'
Katie: Hi there and welcome. My name is Katie, how are you today?
Kristijan: Hello, Katie. I'm fine thanks. How about you? I received 10 free spins in Wild Wild West, wagered the winnings and could not withdraw until I deposit. I just deposited $10, but now it says my wag. reqs. are $7521. Could you please check and correct the issue?
Kristijan: My username is enzovz.
Kristijan: My account says this:
Kristijan: Kristijan < surname removed > Real Balance: 310,85$ Bonus Balance: 0,00$ Remaining Wagering Requirments: 7.521,25$
Katie: Thank you Kristijan, checking now for you :)
Kristijan: Thanks :)
Katie: From the free spins winnings you have to wager them x50 Kristijan :)
Kristijan: I did. :)
Kristijan: My bonus was $6.95.
Kristijan: And I successfully wagered it more than 50x :)
Katie: The wagering from the winnings of the spins begins when you make a deposit Kristijan
Katie: Which is why the wagering requirement is now the amount you stated previously :)
Kristijan: oh... :O Could you please point me to where it says that in T&C? :)
Kristijan: All I see is this:
Kristijan: All free games credited to a player's account must be used within 1 day from when the offer was granted. Unused free spins will be removed from the account thereafter. Free games are considered as a bonus and must be wagered before any winnings can be cashed out. The free games bonus is calculated as the total value of the winnings received through the use of the free spins. The total value of such credit shall be subject to the wagering requirements set out below. Any and all free games bonus(es) shall be subject to the standard bonus policy detailed hereby. Players, who initiate a deposit in order to receive free spins as part of a deposit offer, MUST wager their deposit amount before initiating a withdrawal. Players who withdraw their deposit without wagering will lose the free spins earned from the deposit or if used, any winnings earned from the free spins. Only for brands that have welcome offer upon deposit.
Kristijan: Also, my bonus balance is $0. :O
Katie: Winnings received through the use of the free bonus (no deposit) or free spins shall not exceed $100. Any winnings which shall be made with the free bonus or free spins which exceeds the $100 maximum, shall be considered as nil, and shall not be recorded as winnings. Only the maximum winnings of $100 can be withdrawn by the Player subject to the terms specified in the Bonus Policy.
Katie: Winnings received through the use of the free bonus (no deposit) or free spins are considered as bonus, and as such must be wagered 50 times before withdrawal may be made.
Katie: Please visit this on our website via https://www.wildslots.com/info/bonus-policy/ :)
Kristijan: I did. :)
Kristijan: Winnings received through the use of the free bonus (no deposit) or free spins are considered as bonus, and as such must be wagered 50 times before withdrawal may be made.
Kristijan: My winnings received through the use of free spins were $6.95.
Kristijan: And I successfully wagered them.
Katie: Wagering doesnt beging until you make the first deposit
Katie: At the time you made this deposit your balance 300
Katie: your balance was 300*
Kristijan: Where does it say that? When I had $6.95 bonus in my bonus Balance, wag. req. amount was decreasing while I was playing slots, so wagering did begin immediately.
Kristijan: My real balance is $310,85 now, my bonus balance is $0.
Katie: All of Wildslots's bonuses and winnings may only be cashed out after you have made at least one approved deposit and you have wagered at least 50 times (unless stated otherwise) of each bonus received – for example you must wager $500 before cashing out if you have received a bonus of $10
Katie: First you make a deposit
Katie: and then you start the wagering
Kristijan: I received a $6.95 bonus and wagered it. I only deposited because I wasn't allowed to withdraw prior to a deposit. $300 (which I won using free spins winnings) were already in my real balance before I deposited.
Kristijan: Could you please connect me to your Supervisor?
Katie: You can't wager until you have deposited Kristijan
Kristijan: Obviously I can, cause the req.wag.amount of $347.50 for my $6.95 bonus was decreasing while I was playing slots. Ultimately, it dropped to zero, when I wagered it more than 50 times.
Katie: This is due to the fact that the winnings from free spins, can only be established after you make the first deposit
Kristijan: No such thing is mentioned in the T&C. Could you please connect me to your Supervisor?
Katie: Kristijan, the wagering begins when you make your first deposit, and when you have wagered x50
Kristijan: Could you please connect me to your Supervisor / Manager?
Katie: My Manager will tell you the same as these are the terms and condictions you have agreed to.
Kristijan: I would still like you to connect me with him.
Katie: Unfortunately my manager is not available right now.
Kristijan: Ok, that's it. I'm submitting a complaint on AskGamblers and see what they have to say regarding this issue.
Katie: And what are the ground of this complaint Kristijan?
Kristijan: You'll have to chance to read it.
Kristijan: the chance*, sorry.
Katie: Im very sorry, you have agreed to the terms and conditions Kristijan
Kristijan: Yes, I did and did nothing against them. This won't end here, I can tell you that much, I'll even contact Malta Gaming authority if needed; already took all the screenshots I needed.
Kristijan: Have a great weekend.
I would really like your help Askgamblers with this issue.
Thank you in advance.
