Bonus Complaint All Slots - Bonus Issue
Hello everyone,<br>
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I just had a rather unpleasant experience with All Slots... not sure if it is all my fault however and would appreciate your opinions on this.<br>
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I made three consecutive deposits there, planning to try and win back the money from my intial deposit by the other two without bonuses. I found that these were credited later on, during the play of my 3rd deposit without any notice. After winning a bit back, suddenly Immediately noticed my balance went up for 40-50 without hitting big. So i checked my bonus balance and found a bonus for the second (and lost) deposit as well as a bonus for my third one in my account. I immediately contacted customer support and this is what they told me:<br>
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You are now chatting with Nadine<br>
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Nadine: Hi, I’m Nadine from the Live Chat support, how may I assist you?<br>
Me: Hello Nadine<br>
Nadine: Hello, how may I help you?<br>
Me: I just got another bonus, that I didn't call for during play<br>
Me: please remove that<br>
Nadine: I will be happy to check this for you. May I please have your casino account number and full name?<br>
Me: ASHXXXXXXXXXXXX<br>
Me: XXXXXXX XXXXXXXX<br>
Nadine: Thank you.<br>
Nadine: One moment please.<br>
Me: sure<br>
Nadine: Thank you for waiting.<br>
Nadine: I can see that you were credited with the second and third deposit bonus as per the Welcome Package.<br>
Nadine: We cannot remove bonuses once they have been credited. This is stated clearly in the terms and conditions of the welcome bonus. You can choose to opt out of the rest of the welcome package which is the 4th deposit bonus.<br>
Nadine: Are you there?<br>
Me: yes<br>
Me: i just read the terms<br>
Nadine: Is there anything else I can assist you with?<br>
Me: is this "The First-Deposit Bonus cannot be removed once it has been credited." the term you were pointing at?<br>
Nadine: Yes.<br>
Me: doesn't this xplicitly refer to the first deposit bonus instead of the whole welcome package?<br>
Nadine: You can choose to opt out of the rest of the Welcome Package, however any bonus that has already been credited to your account cannot be removed. This is as per the regular terms and conditions of the casino.<br>
Me: When an Eligible New Player receives a Welcome Package bonus, the player’s maximum wager is limited to 20% of the total amount an Eligible New Player deposits and receives in subsequent bonuses, up to 10 credits. This limitation applies until the Welcome Package bonus is completed in one of the following ways:<br>
The player meets the play-through requirements (as defined below) on the bonus.<br>
The player loses the bonus and then makes a deposit.<br>
The bonus is manually removed by casino support.<br>
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Me: this completely reads different to me<br>
Nadine: The part of the terms and conditions that says 'The bonus is manually removed by casino support.' is only done by when the casino management makes the decision to. This is only done in special cases. For example, if a player decides to close an account, then any bonus balance is removed. Or if the player has not played the bonus within 30 days, then the bonuses are removed. This done by the discretion of the casino management.<br>
Nadine: In this case however, we cannot remove any bonus that was already credited to an account. You had the option to opt out of the rest of the welcome package.<br>
Nadine: You still have the option to opt out of the 4th deposit bonus.<br>
Me: I see, well thanks for your assistance nevertheless. Don't think there's any need to opt out from the 4th deposit bonus however<br>
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While I have to admit that i didn't read the terms carefully upfront (checked accreditation status, wagering requirement and cashabilty of bonus) they didn't make too much sense to me afterwards anyway.<br>
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However, I find it highly disturbing to credit bonuses with a wagering requirement attached after a player won and declare them as unremovable once credited. What do you think about this?<br>
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Best regards<br>
dingdingding<br>
<br>
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