Videoslots Casino bonus issue

[Fiekie247]

Hello

 

So this is my situation : I made a deposit of $30 and claimed a 100% reward bonus with wagering of x20. After a while i lost my $30 from my main account balance and my balance was almost zero.

 

I made another deposit of $70 not realizing that bonus is still active and i started playing a Dragon Story slot. I made $120 winning during the free spins feature and had a balance of $167, so i wanted to request a withdrawal and saw the bonus that i claimed with my $30 deposit is still active.

Now in order to withdraw i have to forfeit all winnings made whilst the bonus was active. I spoke to live chat about it and they advise that i should forfeit the bonus to see how much is lost and i saw a whole $61 are being removed leaving me with just over $100.

 

I think this is not fair and i complaint to them by telling them i expected the bonus would automatically fall away or be cancelled, just like at any other casino a bonus falls away if your balance is below $1 and you did not meet wagering requirements. Seems to me like i had to forfeit the bonus manually by myself , which i think is not fair.

 

Am i right? should the casino give me my winnings? Because when i made the $70 deposit i never claimed any bonuses nor did i realize the bonus was still active from my previous deposit.

 

The casino forwarded the issue to their tech department to check what happened, but i think they should give me  my $61.

 

What do you think?

[cocopop3011]

Hello

 

So this is my situation : I made a deposit of $30 and claimed a 100% reward bonus with wagering of x20. After a while i lost my $30 from my main account balance and my balance was almost zero.

 

I made another deposit of $70 not realizing that bonus is still active and i started playing a Dragon Story slot. I made $120 winning during the free spins feature and had a balance of $167, so i wanted to request a withdrawal and saw the bonus that i claimed with my $30 deposit is still active.

Now in order to withdraw i have to forfeit all winnings made whilst the bonus was active. I spoke to live chat about it and they advise that i should forfeit the bonus to see how much is lost and i saw a whole $61 are being removed leaving me with just over $100.

 

I think this is not fair and i complaint to them by telling them i expected the bonus would automatically fall away or be cancelled, just like at any other casino a bonus falls away if your balance is below $1 and you did not meet wagering requirements. Seems to me like i had to forfeit the bonus manually by myself , which i think is not fair.

 

Am i right? should the casino give me my winnings? Because when i made the $70 deposit i never claimed any bonuses nor did i realize the bonus was still active from my previous deposit.

 

The casino forwarded the issue to their tech department to check what happened, but i think they should give me  my $61.

 

What do you think?

 

Shafiek I really wouldn't worry I'm certain VideoSlots will get this sorted for you, just have a little patience. I've emailed out Videoslots rep for you he may be able to hurry things a long and will certainly be able to help you the best he can.

[stars_cream]

Tough luck Shafiek . Btw not all casinos have the term that when the balance is under $1 the bonus is cancelled. That is why I always play my balance to the zero if I want to redeposit and I have active bonus.

 

On the other hand the chat should have told you that if you forfeit the bonus you will lose the  $61 and not forfeit the bonus and you will see, this is so random. If you knew that you would lose the $61 you might wanted to go with the rest of the wager.

 

Just hope that they are in a good mood and the rep will be helpfull. GL

[Dan.Videoslots]

Hello Shafiek S.

 

The reason you can make several deposits to clear the wagering for the bonus is that the bonus funds are in a different balance, which you cannot play with, and we do not want to lock the funds for our players if they have a rough run.

 

The 100% reload bonus was still active on your account when you made the second deposit and since the bonus was active when you deposited, you continued to wager it. If you choose to forfeit the bonus to make a withdrawal, the winnings made with the bonus will be voided.

 

We are very sorry for the misunderstanding here, but we cannot return the voided bonus funds as you chose to withdraw instead of complete the wagering.

 

Best regards,

Daniel.

[Fiekie247]

Hi Daniel

 

My point is, I didnt know the bonus was active before I made my 2nd deposit, as my intention was not to continue with the bonus or tie my mew deposit to any wagering requirements. But how am I supposed to know that I should manually forfeited my bonus? Does your terms and conditions state that a player should check or forfeit bonuses before making deposits? Surely its something that we can from time to time notice, but my main goal is to deposit and play, not to monitor or to make sure I do not have an active bonus before I made a deposit. Do you understand where I am coming from, if your terms stated that should you not want to continue with exisitng bonuses , that a player have to manually cancel , forfeit bonuses. Am I making sense?

[Fiekie247]

@Prince - I knew I would lose $61, I wanted to cancel my bonus. Support could have reinstated the bonus for me if I wanted to, but I did not want to complete the wager as it was too much. I am pissed that they basically told me that I should have checked my bonuses and forfeited it before I made a new deposit

[Fiekie247]

BTw Daniel

 

There is no misunderstanding here, and I dont want the funds, because I voided it, I want it be because there should not have been an active bonus in the first place, nor should I remember to monitor any bonuses or check my bonus before making a deposit and forfeir them manually. Im merely expressing my concern for the fact that I did not know the bonus was active and only realized afterwards, which makes me feel like I have to now give up my winnings, because I didnt remember to forfeit my bonus before making my new deposit.

[Dan.Videoslots]

Hi Daniel

 

My point is, I didnt know the bonus was active before I made my 2nd deposit, as my intention was not to continue with the bonus or tie my mew deposit to any wagering requirements. But how am I supposed to know that I should manually forfeited my bonus? Does your terms and conditions state that a player should check or forfeit bonuses before making deposits? Surely its something that we can from time to time notice, but my main goal is to deposit and play, not to monitor or to make sure I do not have an active bonus before I made a deposit. Do you understand where I am coming from, if your terms stated that should you not want to continue with exisitng bonuses , that a player have to manually cancel , forfeit bonuses. Am I making sense?

 

Hi Shafiek,

 

In out Terms and Condition you can read following things. 

 

Wager requirement: 20 x deposit 

Number of days: 7 days 

Bonus type: 100% up to € 200

Other information: Your bonus money will be paid out in 10% increments.

 

If you, for example, activate your welcome bonus by depositing € 100, you will receive an instant bonus of € 100 to your bonus account. To turn the bonus money into real money, you need to wager the deposited amount 20x bonus (Total wager of € 2,000). You can make as many deposits as you want during your bonus qualification. Your bonus money will be paid out in 10% increments if you have wagered € 200 you will receive a bonus payout of € 10 to your Main Account Balance.

 

You can also see while you are playing any of our slots see a progress bar in the bottom part of the slot to see how many % you have wagered of your bonus. 

 

I hope this helps and please feel free to ask if there is anything else I can assist you.

 

Br,

 

Daniel

[Fiekie247]

Thank you Daniel, but i made peach with it, just not worth the hassle.

[DavyB777]

Hello

 

So this is my situation : I made a deposit of $30 and claimed a 100% reward bonus with wagering of x20. After a while i lost my $30 from my main account balance and my balance was almost zero.

 

I made another deposit of $70 not realizing that bonus is still active and i started playing a Dragon Story slot. I made $120 winning during the free spins feature and had a balance of $167, so i wanted to request a withdrawal and saw the bonus that i claimed with my $30 deposit is still active.

Now in order to withdraw i have to forfeit all winnings made whilst the bonus was active. I spoke to live chat about it and they advise that i should forfeit the bonus to see how much is lost and i saw a whole $61 are being removed leaving me with just over $100.

 

I think this is not fair and i complaint to them by telling them i expected the bonus would automatically fall away or be cancelled, just like at any other casino a bonus falls away if your balance is below $1 and you did not meet wagering requirements. Seems to me like i had to forfeit the bonus manually by myself , which i think is not fair.

 

Am i right? should the casino give me my winnings? Because when i made the $70 deposit i never claimed any bonuses nor did i realize the bonus was still active from my previous deposit.

 

The casino forwarded the issue to their tech department to check what happened, but i think they should give me  my $61.

 

What do you think?

 

Well *pats him on the shoulder* What I think is welcome to the world of gambling bro need to read all the terms and conditions knowing that you had a bonus in play and rolling with the spins sounds like you hit the wall and forgot bout the bonus happens all the time man like my bro at the pub says you gotta just roll with all the punches and sometimes you come out on top .

[Fiekie247]

Its fine, i won all the money back anyways.

[ValDes]

Its fine, i won all the money back anyways.

 

If Lady Luck is with you, there is nothing that could stop you win, even bonus issues.