Advice

[Lemonsbluff]

Hi all,

I recently made a deposit at a casino called MrJackCasino for 150% bonus and 15 free spins on Butterfly Staxx. After exhausting almost all the bonus money, I decided to use the free spins on Butterfly Staxx. I then went on to play some low stakes until I built enough to raise the stakes, etc.

I turned this into just under £5,000 and withdrew £4,000. I then received an email (info in my complaint email) giving me a reason why the rejected my withdrawal. I have since raised a complaint following their complaint procedure and wrote them this:

"Hi all,

 
Thanks for taking the time to read this. I would like to raise a complaint regarding two withdrawals (£3,000 and £1,000). 
 
I was a new customer and took advantage of 150% deposit bonus and 15 free spins in Butterfly Staxx. 
 
Once I was low on funds, I decided to use my 15 free spins. I won just over £4 on these free spins and after a gruelling few days, I turned this money into almost £5,000 (leaving just under £1,000 to play with and withdrawing the rest). 
 
On the terms and conditions of the new player bonus, it states that wagering requirements for the free spins and bonus are x50. 
 
In the general terms and conditions it states the following:
 
 

1. All winnings generated from the bonuses may be cashed out only after an amount totaling no less than 50 (fifty) times the bonus amount received has been wagered (unless stated otherwise in the specific terms and conditions of a specific bonus or promotion); You will not be able to withdraw the bonus amounts and any winnings attributed to them from Your Account prior to meeting this requirement regardless of the reason for not meeting this requirement, and such funds will be deducted from Your Account balance for the purpose of withdrawal."
   

The promotional terms didn't give any other information and also stated "50x wagering"
 
When I received the email explaining why my withdrawal had been rejected, this was the reason:
 
"3.4 Any winnings generated from the Free Play Bonuses (the "Free Initial Winnings") are awarded to you only after you have finished playing all of your Free Play Bonuses. In addition, the total Free Initial Winnings may not exceed £ /€ /$ 20 or 200kr; any Free Initial Winnings which are credited to your account beyond £ /€ /$ 20 or 200kr shall be considered nil and will be revoked accordingly."
 
According to this, the definition of money won from the free spins is "free initial winnings". My "free initial winnings" was £4.40 and did not exceed £20. If the amount did exceed £20, then I would've expected some money to be deducted.
 
Also, if I had used the free spins immediate after my deposit, how would you differentiate what was the deposit bonus and free spins bonus or would activating the free spins simply prevent any cash-out in excess of £20?
 
I have screenshots if required. I would very much like this to be dealt with by Mr Jack Vegas before I go to the necessary governed bodies and raise an official complaint.
 
Name: Lyam deleted
Registered Email: deleted
 
 
I look forward to your response.
 
Kind regards,
Lyam"
 
 
 
I'd like to know if I'm wrong or not. The terms and conditions are always written in such a way that --unless you're a lawyer--the majority of people won't fully understand all the loop-holes. Any advice or past experiences would be greatly appreciated!

 

[Skylined87]

Hey @Lemonsbluff!

To me, it seems like the T&C are a bit unclear on the free spins. It seems like that if you win anything over 20€ with FS, it gets deducted from your balance. However, it can also be intreperted that the 20€ is the maximum withdrawal limit from the FS. I know it sounds far fetched, but that's what I gathered from all that you wrote.

I hope this will provide you with some kind of comfort, however I would still insist that the casino in question should clarify the terms as they're not really clear.

 

[Slotplayer]

It got a little messy once you used the free spins whilst you were still completing the wagering.

Not sure about this term in the general bonus term section and how it effects the outcome of this case:

If you are yet to complete the wagering requirements of a bonus whilst claiming another bonus/es, you must complete the wagering requirements of the first bonus before starting to accumulate the wagers for completing the wagering requirements for any consecutive bonus/es, unless your balance reaches 0.00, in which case your wagers will start to be accumulated for the purpose of the wagering requirements of the next bonus.

What was the balance when you won the £4 on the free spins and did your balance ever drop under the balance again when you won that £4? If it did, the casino may be right.

 

[Lemonsbluff]

Thanks for your responses!

I'm not sure what my balance was when I received the £4.40, and I don't even remember if I'd fulfilled or if I was still fulfilling the wagering requirements of the initial deposit bonus.

There seems to be terms that support my claim as there are equally terms that don't. I've contacted ThePogg for some advice also!

Thanks again

 

[jemchipsa]

This clause on free spins is becoming very common, I think the reason is you have a maximum of £20 withdrawal. This happend to me on another site and they remove the amount above the maximum, it sounds like your only going to get £20.