Problem with bonus

F

Frankicks

New member
Hi everyone,

Yesterday I've made a deposit on a online casino (I'm not going to name the site for now). I've deposited 20 euro and recieved a 100% match bonus. I won big on Planet of the Apes and continued my streak on Jungle Spirit. I had ~300 euro and was at 90% of my wagering. I made the mistake here to play Reel Rush for ~50 spins, and lost around 30 euro on that game. Played some Gonzo's Quest till 100% wagering and cashed out a total of 338 euro. 

Today i've recieved a e-mail from that casino that my bonus has been voided because i've played on one of their 'restricted games'; Reel Rush. They've taken my entire bonus but i only played 4% of my wagering on that game, and it was a honest mistake, i would've never played if i knew it was restricted. 

In the bonus terms it says: While playing with a match bonus the following games will be restricted:

- from NetEnt
Blood Suckers™, Devil's Delight™, Jack Hammer™, Jack Hammer 2™, Jack Hammer 2: Fishy Business™, Jackpot 6000™, Kings of Chicago™, Lucky Angler™, Mega Joker™, Muse: Wild Inspiration™, Reel Rush™, Simsalabimm™, Steam Tower™, and Victorious™.
 
They make it seem like you can't play on the game, but i didn't even recieve a error message that it is restricted. 
 
 
What can i do? 
 
Well strictly speaking you did break the T's and C's so the casino by right can take the bonus away. Why Reel Rush is prohibited is another question as you don't see that game all that often on the "banned" list.

I would drop them a polite email and explain that you actually didn't win on the slot and if they could revise their decision. If still no positive response, barter for your deposit back.

 
I told them i didn't know, but they won't give me my winnings. It amazes me how they ignore the fact that i lost money on that slot and only wagered 4% on it. Their solution is just fraudulent in my opinion. They should let me wager another 20% or something like that, it's just so unfair

 
Oh, i havent seen this before. If games are restricted, SERIOUS casinos either stop you from playing the slot, or your bonus balances won't be available in that slot. Yeah, you broke the terms, but this seems like a casino that doesnt want their players a fair chance of winning, and use every tiny detail to make this happen.

@Frankicks Please let us know which casino this is, so we can all stay away from it.

 
As people use up their bonuses on good casinos and look elsewhere for a bonus, this is going to be more common as people go to whatever casino to get a bonus. Im afraid they can do it and although it seems a stupid game to restrict you have no response. This Im afraid is the common event of people going to other places because the bonuses are thin on the ground. Hopefully you can turn it around or just use it as a life lesson.

 
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