[Edited]: Max cashouts on bonus coupons - whats everyone's take on this?

[danchop]

im fairly new to online gaming(about a year)and seem to have picked the bad ones to invest my money,i wont name the casino as yet because i have lodged a complaint,but i would like to see what others think about my situation...

i have been a member of this casino for quite a few months and deposited a lot and had a couple of withdrawls with no fuss or problems...

They are a casino that has wagering and max cashout withdrawls on more or less every coupon.Anyway I have worked my way up to be in their 2nd ranked tier of their rewards program which is gold and ill copy and paste from the website the perks available for a gold player,and an extract from their terms and conditions regarding this.....

 

$300 Introductory Gold Bull VIP Tier Chip: 300GOLD

• Cashout up to 6X on free chips
  
• Earn one comp point for every $6 wagered on slots and slot variations
  
• 25% Weekly Cashback
  
• Access to our Exclusive VIP bonuses
  
• 24/7 Access to your personal, dedicated VIP Host
  
• Up to $300 free every month
  At least one successful deposit within a 1-week cycle qualifies you for this bonus
  
• Exclusive Birthday and Anniversary Bonuses
  
• Maximum Cashout on Deposit Match Bonuses: $20,000 Max Cashout
  
• Maximum Weekly Cashout Limit: $5000 per week
  
• Default withdrawal pending period: 48 t0 72 hours
  

and in the terms.....

 

For information regarding individual coupons, please visit the casino Cashier where the coupon information will be available, or contact an agent directly. Please refer to your for more information on bonus max cashouts, etc.

 

And so last week I used a bonus coupon that gave 450%match,30X wagering and 10X max cashout and I deposited $50.I ended my wagering with a balance just over $2000 and instantly my withdrawable balance dropped to $500.

At that very point I stopped playing and lodged a query with the casino and pointed out to them that I was a gold player and my max cashout should be anything up to $20000.They will not honour this and I will go into detail later what happened over the next few days of two and froing emails with me getting nowhere.

But in the meantime what are other gamblers take on this?

Edited September 16, 2016 by cocopop3011
Please be careful not to exclude external links when copying terms

[cocopop3011]

Providing that you have definitely reached the Gold VIP tier, it does show that maximum cashout is $20,000 on deposit bonuses so I can't see why it would be restricted unless the specific bonus you took and it's on terms?

 

Why exactly are the casino they won't honour this?

[danchop]

yes ive been gold tier a while,every bonus coupon has its own terms though,like wagering amount and cashout doesn't it?

For each of the tiers they have a specific coupon that only that tier can use.

They refused my query on the basis that the $20000 cashout only applies if that specific coupon was used.

But my understanding of whats printed and what is said in the terms and conditions means that once your a gold tier player,any bonus coupon you use with a deposit, overrides any coupon max cashout?

Another point that makes me positive of the fact that your tier level determines max cashouts is whats written in the same benefits catergory for their lowest two tiers,which is red and green.....

 

Maximum cashout on deposit match bonuses:*20X deposit unless otherwise stipulated on coupon

 

That makes me sure they are talking about any deposit match coupon that has its own terms.

Because these are the lowest tiers they don't want  20X max cashout applied to a 10X cashout coupon.

 

Anyway what they did next was low and unethical I believe.

They altered the wording on their website overnight to suit their reasoning on the tier levels in regards to the max cashouts

[Afi4wins]

From my understanding of casino's perks and benefits, as what I had been enjoying at certain Playtech casinos before this, the limits of deposits and withdrawal amounts are higher with each higher VIP level...BUT...the maximum withdrawal amount is ALWAYS DETERMINED BY EACH SPECIFIC BONUS OFFER, regardless of your VIP Level!

 

So, the truth is, the maximum withdrawal amount allowed per VIP Level actually means 'UP TO'...but does not mean it must always be! 

[ValDes]

First of all, hello and welcome to AskGamblers. 

 

Have just edited the title of your forum topic, hope you don't mind. 

 

The 'bull' word within the very name of the tier level and bonus reveals pretty easily the name of the casino you are currently having issues with.

 

Anyways, the bottom line here is which of the bonus terms prevail the ones attached to the relevant bonus offer OR the ones attached to your VIP tier level. In my humble opinion, achieving such a serious loyalty level most probably means you have already deposited a lot into that casino, so it's obvious this fact should be somehow acknowledged and rewarded by the casino right? What's the point of the tier benefits if all the bonuses they are giving you are coming with their own and in your case, worse, conditions after all..

 

You should contact your VIP manager asap and clarify all these matters. Based on the answers you will receive you should consider your further loyalty with the casino and respectively, the amount of deposits you are making with them. Simple and clear, isn't it.

[cocopop3011]

From my understanding of casino's perks and benefits, as what I had been enjoying at certain Playtech casinos before this, the limits of deposits and withdrawal amounts are higher with each higher VIP level...BUT...the maximum withdrawal amount is ALWAYS DETERMINED BY EACH SPECIFIC BONUS OFFER, regardless of your VIP Level!

 

So, the truth is, the maximum withdrawal amount allowed per VIP Level actually means 'UP TO'...but does not mean it must always be! 

 

I've never been lucky enough to earn my way up to a Gold tier, or if I have I haven't taken any notice but they really should makes such terms a lot more clearer IMO

[danchop]

I did contact my vip manager but even he seemed to just ride over my questions and not answer them like the robotic live chat people do.

The thing is I was well aware of the max cashout rules of this casino when I first joined as I was a newbie to online gambling.I didn't even know what wagering and cashouts meant and played for the first few times thinking these casinos were wonderful giving me this money free  I soon learnt after googling the ***** out of this casino and wagering/cashout terms from sites and forums such as these.

So I stopped using bonus chips at this casino and just used my own cash.When I got the email to say I had reached gold status,i read the benefits over and over,the terms and conditions over and over and it was quite clear to me what it meant.Also my brains like an elephant and I remembered a forum posting by this casinos main rep back in august 2015 and here it is...

 

Max cashouts are here to stay especially on the welcome bonus where we are giving you 3 x your deposit in bonus cash. Yes there is wagering attached to it and yes there are other brands that don't limit the cashouts, but we are not other Brands. We are a new brand and trying hard to build a solid operation. We have implemented a VIP program where your cashout terms are determined by your VIP status, with the top tier having no max cashouts. You guys want loyal and trustworthy casinos and we want loyal and trustworthy players. Is that so hard to understand.
 

My vip manager actually phoned me and I still couldn't get it through his head that they were wrong,he just avoided the facts I raised on their website that proved I was right.Also that their hashed up changing wording on the website made the whole site now confusing and not make sense.

However I have learnt through the forum on its own site,that this head brand manager guy (whom I quoted from above) has been sick or in hospital since my saga began.

Although ive never communicated with him as other members have on different forums,he seems like a straight up guy,and when he gets back to work,i can only sympathise with him on the damage some mug has done while hes been away

[ValDes]

Well, your complaint has been reviewed, accepted and already processed by the AskGamblers Complaints Team. 

 

Hope the relevant casino rep will soon jump in and shed some light upon the issue. 

[Johnnygotthebone]

TO op.

 

 

Don't bother mate. The terms are clear.

 

Eu casino gave me 50 belated deposit bonus. They incorrectly entered it as NON DEPOSIT.

 

4000 stolen.

 

U can't do anything.