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Last post ago over 4 years by Melcb
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    • Panda kiss
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      Thanks for this post from:

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      Play now at 10Bet Casino with €10 free no-deposit bonus.

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      Rated:
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      Hi Melcb. I'm having a bit of a nightmare with this site.
      I will paste the conversation with the live chat in, hopefully its not too long but it explains everything.

      Simon: Welcome to our live chat service.
      you: Hi, my username is stuart383
      you: I have been talking to your colleague steven today, to discuss my bonus winnings.
      you: Basically, I started with the £10 free chip. Wagered the 500 amount required. And had to deposit 20 to withdraw the money (up to a maximum of £100 withdrawal)
      you: I deposited the 20, and rolled it over.
      you: Now it says 36 bonus money and only £108 available for withdrawal
      you: Surely the £100 I can max cash out, and the £20 I deposited, makes £120 at least available for withdrawal?
      Simon: Give me just a moment so I can check the case please.
      you: Thanks
      Simon: The problem what I can see here is that when you made the deposit for 20 pounds, you have entered a bonus code as well.
      Simon: Because of that, our system counts your rollover requirements according to that bonus.
      Simon: At the moment you have 2 options, you can continue with the withdrawal, but you will only get 108 pounds (this is because you lose the bonus from the last deposit) or,
      Simon: you can continue with completing the rollover requirement for the new bonus, so you can withdraw everything.
      you: What is the rollerover requirement amount?
      Simon: The amount is £1547.12
      you: I think I may just withdraw the £108, seeing as I only deposited £20 I don't suppose I can complain too much
      Simon: Indeed, that sounds like a pretty fair deal.
      you: The £36 bonus money willl be voided I assume once the £108 actual money is withdrawn?
      Simon: Correct.
      you: Ok well thank you very much for your help, I will complete that now. Have a good day
      Simon: You're quite welcome. Have a good one your self
      you: I'm having a problem withdrawing
      you: It says 'sorry you do not have sufficient funds for this operation' when i try to withdraw the £108
      you: Yet my withdrawable balance is £108.79
      Simon: I'm afraid I might have mislead you on that one. I just double checked and unfortunately you will weed to complete the rollover first, before you are able to make a withdraw.
      you: I was told all I had to do was deposit the £20, which I did. Regardless of another promotion, there was a maximum withdrawal of £100, which I made by completing the initial wagering requirementsa of 50x
      you: I spoke to the previous agent on 4 occasions and on each time I made sure I asked all details regarding requirements before I completed the next step.
      you: I have all these chats emailed. I wagered £500, deposited £20 of my own money, was assured by steven and by yourself that no more information or requirements were needed, and yet now you're telling me I have to wager another £1500?
      Simon: I understand that,  that initially the agreement was that you must deposit £20 and roll them over once to be able to withdraw, however sine you have entered a bonus code while making that deposit, our system changes the requirements under which you can request a withdraw.
      Simon: And I am sorry for misleading you the first time when I told you, that you can withdraw the £108
      you: You should have told me that. Simon: At the moment you have 2 options, you can continue with the withdrawal, but you will only get 108 pounds (this is because you lose the bonus from the last deposit) or, Simon: you can continue with completing the rollover requirement for the new bonus, so you can withdraw everything.
      you: Your words were that if I continued with the withdrawal I would be able to withdraw £108
      you: Surely if you can check my wagering requirements, my balance, etc, then you can check if there are any additional requirements and tell the customer.
      Simon: I know what I said initially, but as I have already said, that was a mistake, it slipped my mind that the withdrawal requirements change when entering a new bonus code.
      you: I don't think 'slipped my mind' is an excuse to be honest.
      you: Is there another operative I can speak with
      Simon: Any of my colleagues currently on shift will tell you the same thing, you will not be able to make a withdrawal until the rollover requirements of the new bonus, which you have entered your self, are met.
      you: Do you have a telephone number I can call
      Simon: The only department reached by phone is the Customer Service department, which is my department.

      -------------------------------------------------------------------------------------

      The operator I spoke to before this person, was talking me through my withdrawal and all conditions that I needed to make to get the £100 maximum cashout allowed. I was told that I would need to deposit £20, roll it over once, that it could not be used on certain games, etc. There was no mention of any conflict with a new promotion, despite me mentioning that they had some good first deposit bonuses! And I double checked all conditions several times, so I was sure I had everything completed before I deposited my own money.

      Basically, do you think you could do anything? Do you think I have a case. I'm fuming about the matter. 5 seperate occasions I spoke to the chat representatives to discuss these.
      I have wagered 50x, deposited my money and now I have to go through another £1500 I have emailed them, however I do not have much faith.

      If you could find anything out? I would never have deposited if they would have bothered to mention this.
      Sorry for the long post
    • Panda kiss
      • Replied by
        admin
        5063
      • online
      stuart383 wrote:

      Hi Melcb. I'm having a bit of a nightmare with this site.
      I will paste the conversation with the live chat in, hopefully its not too long but it explains everything.

      Simon: Welcome to our live chat service.
      you: Hi, my username is stuart383
      you: I have been talking to your colleague steven today, to discuss my bonus winnings.
      you: Basically, I started with the £10 free chip. Wagered the 500 amount required. And had to deposit 20 to withdraw the money (up to a maximum of £100 withdrawal)
      you: I deposited the 20, and rolled it over.
      you: Now it says 36 bonus money and only £108 available for withdrawal
      you: Surely the £100 I can max cash out, and the £20 I deposited, makes £120 at least available for withdrawal?
      Simon: Give me just a moment so I can check the case please.
      you: Thanks
      Simon: The problem what I can see here is that when you made the deposit for 20 pounds, you have entered a bonus code as well.
      Simon: Because of that, our system counts your rollover requirements according to that bonus.
      Simon: At the moment you have 2 options, you can continue with the withdrawal, but you will only get 108 pounds (this is because you lose the bonus from the last deposit) or,
      Simon: you can continue with completing the rollover requirement for the new bonus, so you can withdraw everything.
      you: What is the rollerover requirement amount?
      Simon: The amount is £1547.12
      you: I think I may just withdraw the £108, seeing as I only deposited £20 I don't suppose I can complain too much
      Simon: Indeed, that sounds like a pretty fair deal.
      you: The £36 bonus money willl be voided I assume once the £108 actual money is withdrawn?
      Simon: Correct.
      you: Ok well thank you very much for your help, I will complete that now. Have a good day
      Simon: You're quite welcome. Have a good one your self
      you: I'm having a problem withdrawing
      you: It says 'sorry you do not have sufficient funds for this operation' when i try to withdraw the £108
      you: Yet my withdrawable balance is £108.79
      Simon: I'm afraid I might have mislead you on that one. I just double checked and unfortunately you will weed to complete the rollover first, before you are able to make a withdraw.
      you: I was told all I had to do was deposit the £20, which I did. Regardless of another promotion, there was a maximum withdrawal of £100, which I made by completing the initial wagering requirementsa of 50x
      you: I spoke to the previous agent on 4 occasions and on each time I made sure I asked all details regarding requirements before I completed the next step.
      you: I have all these chats emailed. I wagered £500, deposited £20 of my own money, was assured by steven and by yourself that no more information or requirements were needed, and yet now you're telling me I have to wager another £1500?
      Simon: I understand that,  that initially the agreement was that you must deposit £20 and roll them over once to be able to withdraw, however sine you have entered a bonus code while making that deposit, our system changes the requirements under which you can request a withdraw.
      Simon: And I am sorry for misleading you the first time when I told you, that you can withdraw the £108
      you: You should have told me that. Simon: At the moment you have 2 options, you can continue with the withdrawal, but you will only get 108 pounds (this is because you lose the bonus from the last deposit) or, Simon: you can continue with completing the rollover requirement for the new bonus, so you can withdraw everything.
      you: Your words were that if I continued with the withdrawal I would be able to withdraw £108
      you: Surely if you can check my wagering requirements, my balance, etc, then you can check if there are any additional requirements and tell the customer.
      Simon: I know what I said initially, but as I have already said, that was a mistake, it slipped my mind that the withdrawal requirements change when entering a new bonus code.
      you: I don't think 'slipped my mind' is an excuse to be honest.
      you: Is there another operative I can speak with
      Simon: Any of my colleagues currently on shift will tell you the same thing, you will not be able to make a withdrawal until the rollover requirements of the new bonus, which you have entered your self, are met.
      you: Do you have a telephone number I can call
      Simon: The only department reached by phone is the Customer Service department, which is my department.

      -------------------------------------------------------------------------------------

      The operator I spoke to before this person, was talking me through my withdrawal and all conditions that I needed to make to get the £100 maximum cashout allowed. I was told that I would need to deposit £20, roll it over once, that it could not be used on certain games, etc. There was no mention of any conflict with a new promotion, despite me mentioning that they had some good first deposit bonuses! And I double checked all conditions several times, so I was sure I had everything completed before I deposited my own money.

      Basically, do you think you could do anything? Do you think I have a case. I'm fuming about the matter. 5 seperate occasions I spoke to the chat representatives to discuss these.
      I have wagered 50x, deposited my money and now I have to go through another £1500 I have emailed them, however I do not have much faith.

      If you could find anything out? I would never have deposited if they would have bothered to mention this.
      Sorry for the long post



      Hi Stuart383,

      Let me see what we can do for you. Please PM me your casino username and I will get this to the casino rep asap.

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