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Spins Cruise: [solved] Does not pay out win/interpretation of bonus conditions to own advantage.

Topic created on 12th Aug. 2019 | Page: 1 of 3 | Answers: 20 | Views: 7,096
SickSide43

[solved] Does not pay out win/interpretation of bonus conditions to own...

12th Aug. 2019, at 02:55 pm CEST#1
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Hello Dear GambleJoe Team,

I have been playing in Online Casinos for a few years now, which I mostly check at Gamblejoe before signing up. Since a Curacao casino refused me a payout in 2018, I only play in Malta licensed casinos. So also like my new registration on Casino Cruise on 10.08.19.

I registered and deposited €25 with the Welcome bonus of 100%. Relatively quickly I got four explorers in the free spins on Ramses Book on 70ct, so 700 euro win, which added up to about 800€ with the balance. At this point there was still a good 600€ bonus to convert. When the account balance reached 450€ the bonus was wagered and I wanted to withdraw the same amount. The withdrawal was accepted.

The following day, the 11.08.19, I received an email from support. My withdrawal was canceled. I have allegedly once 94 € (?!) and once 10 € bet and thus violated the conditions. So I wrote to the Live Chat that can not be and you can not bet in Ramses Book 94€. In the live chat was a nice employee and we now assumed that I must have used the Risk ladder once, because in the game it says that I won from the 94 € 85 €.

If that was the case, it was not intended, because the game hung again and again... The live chat employee gave me the email address complaints@casinocruise.com and said I should describe my concern there so that it is forwarded directly to the manager, he could not decide in this case

So I described my concern and pointed out that even if I had used the Risk ladder function, this is not excluded in the Bonus terms and conditions, and it would only be fair to pay out the win, since I have not even turned over 5€, as described in the terms and conditions. I even linked an excerpt of the terms and conditions of I think Wunderino which exclude the ladder, for example, and generally exclude gamble features in the terms and conditions, even if they do not contribute to the conversion of the bonus.

I got about 1 hour later an email with the same standard phrase as before: You do not pay out because I would have violated bonus conditions. They did not respond in any way to my comment about the missing section in the terms and conditions, although this is also of interest to them.

I don't find this behavior fair, and meanwhile I doubt if it is safe to play in online casinos at all, if even the MGA licensed ones don't pay out.

By reading other posts I have learned that the admin of Gamblejoe has more opportunities to establish a contact with the operators. Since my mail was read again only by an employee without decision-making power, I would be very happy if my request could be forwarded to the right place. Or do you think I should file a complaint with the MGA? I would be very happy about any help! If you are interested, I would be happy to send you the live chat history and the initial letter from support.

With kind regards



(here still my mail to the support after the livechat conversation, and the following phrase)


Good evening Casino Cruise Team,

a livechat employee named Casper told me i should write to this email address to get in direct contact to the Casino Cruise manager as he isnt able to decide in my case.

I am a new player in the casinocruise casino and made my first Deposit on 10.08.19. I played with the welcome bonus and won round about 800€.
As I had 450€ left the bonus was implemented and I was able to withdraw.

Today the casino cruise finance team sent me a message that the withdraw was refused because I played against bonus terms and conditions. I was very surprised as I read the bonus terms and conditions before I played. This isnt the first online casino i play in, i have accounts in several ones. So I was thinking about what it could be, and then a support employee sent me the playing sheets which says I bet once 94 eur and got 85 with it. That means I must have accidently used the risk ladder once we figured out. So i had a look in the online forum im active in, gamblejoe.com and found out that most casinos, which dont allow the risk ladder while playing with bonus, state that in their terms and conditions.


Your terms and conditions dont say so:

10. The maximum single wager allowed with a bonus (until the Wagering requirements are met) is: Slots and Video Slots - €5 per wager or $5 in equivalent currency. Any other game - 30€ per bet or in equivalent currency comparable to 30 USD. Failure to comply with this rule may result in the removal of winnings.

(link Terms and Conditions Casino cruise)


Other casinos like wunderino.com for example added this term

Some games also have a "Gamble Feature" where each win in the game is used to bet on a higher win. "Gamble features may not be used when playing with bonus money.

Which translates to:
Some games have a "gamble feature", where a win in the game is used to bet on a higher win. "Gamble features are not allowed to be used, if you play with bonus money.



So i would like to ask you firstly: To be accommodating and pay me the win, because the offense is questionable, so i can recommend this casino without hesitation.

And secondly: Maybe its in your interest to add te above named term to your terms and conditions to prevent misunderstandings and bad reviews.



Im looking forward to a fast reply to clarify this matter.

Best Regards


.......









Dear .....

Thank you for sharing your concerns with us.

As you were advised previously the reason for the confiscation is the high bet breach with bonus funds,

Please be advised that any in game feature like the gamble feature is part of the bet placed, For example if you're playing with bonus funds and place a bet of £1 and win £15, then you gamble the win you are actually using the bonus funds and the next bet will be the amount of £15.

I hope this clears the misunderstanding for you.

Should you have any further questions we have an amazing team that are happy to help via chat, email and phone!

Nasir
Casino Cruise Support Team


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Anonym

[solved] Does not pay out win/interpretation of bonus conditions to own...

12th Aug. 2019, at 04:41 pm CEST#2
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Well -- once clicked on the Risk ladder - even "without gambling" can lead to a violation. Gabs here in the forum also already times. Take it as a lesson and just play without bonus. Is hard - but is unfortunately nowmal so. They are in the right...

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Anonym

[solved] Does not pay out win/interpretation of bonus conditions to own...

12th Aug. 2019, at 04:52 pm CEST#3
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The fact that you use Malto Casinos is already a first step to get your money sooner in case of a win. The thing with the bonus is annoying. As Veteran already said, wipe your nose and play without Bonuses in the future.

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x****Y

[solved] Does not pay out win/interpretation of bonus conditions to own...

12th Aug. 2019, at 04:54 pm CEST#4
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Can only agree with Veteran. First of all, just leave out the bonus, 99% of the payout problems always have to do with bonus rules...

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upola
Legend

[solved] Does not pay out win/interpretation of bonus conditions to own...

12th Aug. 2019, at 05:55 pm CEST#5
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Or simply play without Risk ladder and buy free spins when the bonus is active.
Then the money is also paid out without problems.
By the way, Casino Cruise pays out without any problems....and that too quickly-

This post has been translated automatically

SickSide43

[solved] Does not pay out win/interpretation of bonus conditions to own...

12th Aug. 2019, at 06:16 pm CEST#6
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The thing is, in other malta casinos you can pay out despite the use of the Risk normally I've done with bonus. just not over 5 euros per spin then the bonus has never been a problem... Here it is not explicitly in the terms and conditions, so it's a gray area, and I've used it only 1 time by mistake. Still, no accommodating. But if you tell me that is so right... At least one good thing has it then for itself, me is the desire to gamble online in any case gone^^ this is absolutely no fair deal with the customer

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Topolina
Rookie

[solved] Does not pay out win/interpretation of bonus conditions to own...

13th Aug. 2019, at 04:21 pm CEST#7
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Liked this post: Avatar von Jenn-R Jenn-R, Avatar von mm250ps mm250ps
Am I the only one here who doesn't understand how you can "accidentally" play a Risk ladder to 94€? 🤔🤔

Well, is in any case super annoying, I would again point out the missing information in the AGB'S and ask friendly, whether they therefore and because it was probably an accident due to technical failures, your win except for this Risk ladder - win at least pay out... To lose you have anyway nix...

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SickSide43

[solved] Does not pay out win/interpretation of bonus conditions to own...

13th Aug. 2019, at 06:10 pm CEST#8
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Sorry if that was not well explained with the ladder, after finished free spins with 94euro win must have been activated once the Risk function, so that the ladder has only gone down from 94 to 85. Yes I also thought if you describe the problem times would pay out the accommodating way. I have not somehow tried to use the bonus conditions to my advantage, you do not even convert the bonus with the ladder. With the employee in the chat it also sounded as if you could do something, but unfortunately you get from the support only standard sentences as an answer. Therefore, the question is whether there is a possibility to forward the right place with decision-making power. Would also be advantageous for the casino to take the phrase in the terms and conditions to prevent misunderstandings.

This post has been translated automatically

Kleinkariert
Expert

[solved] Does not pay out win/interpretation of bonus conditions to own...

13th Aug. 2019, at 06:21 pm CEST#9
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SickSide43 wrote on 13.08.2019 at 18:10 clock: Sorry if that was not well explained with the ladder, after finished free spins with 94euro win must have been activated once the Risk function, so that the ladder has only gone down from 94 to 85. Yes, I also thought if you describe the problem times would pay out the accommodating way. I have not somehow tried to use the bonus conditions to my advantage, you do not even convert the bonus with the ladder. With the employee in the chat it also sounded as if you could do something, but unfortunately you get from the support only standard sentences as an answer. Therefore, the question is whether there is a possibility to forward the right place with decision-making power. Would also be advantageous for the casino to take the phrase in the terms and conditions to prevent misunderstandings.

Prevent misunderstandings? The casino would only be interested in this if the control unit would take care of it. As long as this is not the case, it is even desirable that people who would otherwise have paid out but can not.

There are casinos that prevent such things with software or interpret the rules very accommodating for their players and Mr Green is not one of them. Only very very few belong to it.

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SickSide43

[solved] Does not pay out win/interpretation of bonus conditions to own...

13th Aug. 2019, at 07:21 pm CEST#10
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well, generating satisfied customers who are happy to recommend the Provider should be in the interest of the company. And if the terms and conditions are misleading and lead to dissatisfaction, you can change them to that effect^^

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