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you: The £36 bonus money willl be voided I assume once the £108 actual money is withdrawn?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.
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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
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