[Resolved:] Galaxy pig casino bonus confusion

[videoslotheaven]

Hello there!

 

I ran into a slight problem with a site i signed up with via askgamblers.

 

I opened this account this summer if i remember correctley deposited once and never played again before now.

 

Today i deposited 200 euros and started playing won up to 3400!! euros. And then when i went to withdraw i see under my profile that there is a bonus active! I never took any bonus offer so i am confused. When i deposited there was no indication that i recived a bonus. No box to check , no pop up, and also my balance was 200. Same as my deposit so why whuld there be any bonus??

 

The i try to contact them but get no reply. I check their terms and their bonus terms is very confusing to say the least. The bonus is somehow released after wagering the amount. Very confusing to me.. And then i read that yggdrasil games are excluded from bonus play. Part of my winnings came from these games and now i am very affraid that they will not pay me because of this. It would be unfair tough as i had no idea or way to know that there was a bonus in play. And i never intentionally ment to breach any terms.

 

What should i do now? 3000 euros is ALLOT of money to me.

[cocopop3011]

Hello there!

 

I ran into a slight problem with a site i signed up with via askgamblers.

 

I opened this account this summer if i remember correctley deposited once and never played again before now.

 

Today i deposited 200 euros and started playing won up to 3400!! euros. And then when i went to withdraw i see under my profile that there is a bonus active! I never took any bonus offer so i am confused. When i deposited there was no indication that i recived a bonus. No box to check , no pop up, and also my balance was 200. Same as my deposit so why whuld there be any bonus??

 

The i try to contact them but get no reply. I check their terms and their bonus terms is very confusing to say the least. The bonus is somehow released after wagering the amount. Very confusing to me.. And then i read that yggdrasil games are excluded from bonus play. Part of my winnings came from these games and now i am very affraid that they will not pay me because of this. It would be unfair tough as i had no idea or way to know that there was a bonus in play. And i never intentionally ment to breach any terms.

 

What should i do now? 3000 euros is ALLOT of money to me.

 

Hmm this is a tough one. I'm going to get myself familiar with their terms and I'll come back to tonight, just replying to let you know someone is looking into it. Should have some answers soon.

[cocopop3011]

Hi again

 

So I've read the terms and spoken to support on this one and I have to say I'm a little confused. The bonus is instantly added to your account so if you had a bonus you would have seen your balance increase from the 200.

 

Did you take a bonus on your first deposit because it's possible that there was still wagering left from that one which is why it's till showing in your account?

 

Yggdrasil games are excluded from wagering but you can still play with your real funds.

[videoslotheaven]

Thank you so much fore asking fore me Where didd you reach them? Live support seams to be closed and no reply via mail. Yes from viewing my history this was second deposit bonus. But there was no money added to my balance initially. When i deposited i only had my initial 200 euros in my balance thats why i didd not realise it was a bonus.

 

My balance now says cash 3200 and bonus unlocked amount 150. There is  a button to add the 150 to balance. The wagering seams to be 100% now so i requested a withdrawal of the 3200 cash balance. 

 

The 150 bonus is there and i can release it via a button it seams. Im still confused... And im not touching that button untill i get a responce from them lol. But i dont care about the 150 bonus.. I just want the money that i won from my deposit. If they want to void the 150 euro bonus thats fine for me. But the winnings where made with my cash balance.

 

Jesus this is confusing haha

[videoslotheaven]

correction the button there says 100% and there is a lock thats unlocked and it says reedem. 150 euros. So the bonus is released after wagering apparently. But i hope this does not affect my winnings.

[cocopop3011]

The best thing to do is contact them, they're one of our Certified Casinos so I can guarantee you'll get the answers you need from support.

 

You can find live chat by clicking Support at the top of the page then scroll down and you should see 'Start Chat', let me know how you get on and good luck.

[videoslotheaven]

Yes i have talked with them now, the problem is the person in support is not a very good english speaker. So its not easy to understand. Well it seams the bonus i have reacived is another type of bonus than what they have now? My bonus was released after the wagering, kinda like the videoslots bonus system.

 

From what i understand he said that playing those game should be ok since i didd not play them with bonus money. I sent my documents yesterday and still waiting fore my cash via skrill.

[cocopop3011]

Yes i have talked with them now, the problem is the person in support is not a very good english speaker. So its not easy to understand. Well it seams the bonus i have reacived is another type of bonus than what they have now? My bonus was released after the wagering, kinda like the videoslots bonus system.

 

From what i understand he said that playing those game should be ok since i didd not play them with bonus money. I sent my documents yesterday and still waiting fore my cash via skrill.

 

Okaaaaay...I have to be honest it seems a little strange, from what I gathered all bonuses are credited instantly and that's also what support told me.

 

But anyways...wish you luck with your withdrawal, keep us updated. 

[videoslotheaven]

Yes, its beacause i opened my account a while ago but only deposited once since i could only use skrill there. Thats why i deposited there again now because i had some money in my skrill account.

 

But reading one of the complaints on your site here:

 

Aplogies for the delay in replying - I was having my account set up by the ever so helpful AskGamblers team.

"Our current "take-off" promotion rewards the player with freespins based on deposit. The freespins will be granted on the next working day.
Also, the promo contains a first deposit bonus which is rewarded post wager. Player have to wager money first before the bonus is available to his real account.
Advantage is that after the bonus is granted, the player can dispose of the money without limitations, including withdraw it anytime. In regard of T&C this means that user have to make a turnover of 35 times the deposit amount before the bonus is granted and added to the player balance.

 

This seams to be the bonus that i had reacived

[cocopop3011]

Yes, its beacause i opened my account a while ago but only deposited once since i could only use skrill there. Thats why i deposited there again now because i had some money in my skrill account.

 

But reading one of the complaints on your site here:

 

Aplogies for the delay in replying - I was having my account set up by the ever so helpful AskGamblers team.

 

"Our current "take-off" promotion rewards the player with freespins based on deposit. The freespins will be granted on the next working day.

Also, the promo contains a first deposit bonus which is rewarded post wager. Player have to wager money first before the bonus is available to his real account.

Advantage is that after the bonus is granted, the player can dispose of the money without limitations, including withdraw it anytime. In regard of T&C this means that user have to make a turnover of 35 times the deposit amount before the bonus is granted and added to the player balance.

 

This seams to be the bonus that i had reacived

 

Ooooohh Okay I get it now so real funds are used first and then wagering starts once you hit your bonus balance which means if you don't hit your bonus balance you can withdraw.

 

It all makes sense now, I have to admit that this isn't so clear on their site I even checked this with support.

 

In this case believe your withdrawal should go smoothly. Yippee

[Afi4wins]

That is obviously a 'Bonus Lock' system they are using. I simply hate this system, because the bonus money isn't credited into the account until all the wagering have been completed using the deposit money. Then only the bonus money is released and can be played or withdrawn straight away.

 

Usually, bonus money is directly added with the deposit money for instant playing, but never with Bonus Lock system. A few casinos are using this system. One of them is The Grand Ivy Casino. Can't remember the others, but I've played there before, but never again. Not my kind of bonus system. 

[cocopop3011]

That is obviously a 'Bonus Lock' system they are using. I simply hate this system, because the bonus money isn't credited into the account until all the wagering have been completed using the deposit money. Then only the bonus money is released and can be played or withdrawn straight away.

 

Usually, bonus money is directly added with the deposit money for instant playing, but never with Bonus Lock system. A few casinos are using this system. One of them is The Grand Ivy Casino. Can't remember the others, but I've played there before, but never again. Not my kind of bonus system. 

 

Definitely what it is however my chat with support gave completely conflicting information saying that the bonus is instantly credited. 

[videoslotheaven]

Yes i think they have changed the system since i signed up. But maybe the "welcome package" i got when i signed up was still connected to my account.

 

Still waiting on my withdrawal tough. Extremley slow payments to be via skrill.

[cocopop3011]

Yes i think they have changed the system since i signed up. But maybe the "welcome package" i got when i signed up was still connected to my account.

 

Still waiting on my withdrawal tough. Extremley slow payments to be via skrill.

 

I have to be honest I'm surprised since the are certified. Have your documents been approved yet?

[videoslotheaven]

Not sure, i sent the documents on thuesday. Havent eard anything so during the daytime thursday i asked chat. He told me the finantial department is working on my withdrawal... havent gotten any email about my documents.

 

As i said support seama to be very lacking, and also very bad english speakers. I would suppose that a cerified casino would pay abit faster than this?

 

When i use skrill i pretty much expect instant cashout after account is verified.

[ValDes]

Not sure, i sent the documents on thuesday. Havent eard anything so during the daytime thursday i asked chat. He told me the finantial department is working on my withdrawal... havent gotten any email about my documents.

 

As i said support seama to be very lacking, and also very bad english speakers. I would suppose that a cerified casino would pay abit faster than this?

 

When i use skrill i pretty much expect instant cashout after account is verified.

 

Hi there and welcome to AskGamblers. 

 

The casino is advertising 1-2 days pending period and 1 day e-wallet payments. They are AskGamblers Certified casino which means they are expected to keep highest industry standards, including but not limited to paying as per their own time frames. 

 

If your payment is already overdue then you should start considering using the AGCCS /AskGamblers Casino Complaints Service/. More about it here.

[cocopop3011]

@videoslotheaven - Do you have an update on the withdrawal yet?

[videoslotheaven]

They never updated me via mail as they said. I asked chat again and they said they will notify when the financial department answers. I asked again when can i expect to get paid. They said monday..

 

I submitted a complaint here now as these delays are not within the casino info here on askgamblers or even the casinos own terms.

 

If i get paid next week that would be 7 days waiting fore a skrill withdrawal. I dont understand why they cannot send it today or this weekend.

[cocopop3011]

They never updated me via mail as they said. I asked chat again and they said they will notify when the financial department answers. I asked again when can i expect to get paid. They said monday..

 

I submitted a complaint here now as these delays are not within the casino info here on askgamblers or even the casinos own terms.

 

If i get paid next week that would be 7 days waiting fore a skrill withdrawal. I dont understand why they cannot send it today or this weekend.

 

Well if it's your first withdrawal it will always take longer as they have to first verify your identity. But what they should be doing and certainly what I would expect from this particular casino is keep you updated and tell you exactly what's holding up the withdrawal.

 

If you've opened a complaint it's best we don't discuss this now until the complaint has been resolved. Good luck.

[ValDes]

They never updated me via mail as they said. I asked chat again and they said they will notify when the financial department answers. I asked again when can i expect to get paid. They said monday..

 

I submitted a complaint here now as these delays are not within the casino info here on askgamblers or even the casinos own terms.

 

If i get paid next week that would be 7 days waiting fore a skrill withdrawal. I dont understand why they cannot send it today or this weekend.

 

I'm afraid that your complaint has been rejected by the AskGamblers Complaints Team because it didn't contain enough information. Make sure to read carefully all AGCCS Guidelines before submitting new complaint next time. 

[LeoDubbed]

I also had the same issue, apparently their bonuses are different than other casinos, for once, deposit bonuses will be released after wagering a certain of amount so they are not added instantly after the deposit. This is why I stop playing with this casino because the confusion. This casino is really a 'pig' if you don't read the terms.

[cocopop3011]

I also had the same issue, apparently their bonuses are different than other casinos, for once, deposit bonuses will be released after wagering a certain of amount so they are not added instantly after the deposit. This is why I stop playing with this casino because the confusion. This casino is really a 'pig' if you don't read the terms.

 

Support told me the bonuses work completely different to this, very worrying I have to admit.

[LeoDubbed]

Support told me the bonuses work completely different to this, very worrying I have to admit.

Well, I already forgotten this casino. We usually are expecting our deposit bonuses instantly after the deposit, maybe in some case they need to added manually so I contacted the live chat about the matter, he was very clear about the bonus terms, in order to release the the deposit bonus the player should wager an amount of money. Well that's is stupid I responded but that seemed not helping at all. So that's my experience with galaxy pig casino, not that good...at all

[cocopop3011]

I'm almost sure the original poster's issue will be resolved shortly

[videoslotheaven]

6 days now and still no money. Ask chat again this morning and they say they will contact finacial department and provide me an answer. But it newer comes. So much for certification. Worst experience i ever had.