Windows Casino Issue

Hey guys,

I'm having an issue with one of the Casinos I've clicked from this site. The Casino is Windows Casino.

Quite a few weeks ago now, I put in $100 and started playing away at the Casino. I wasn't going to play with the bonus, but forgot to get it taken off. It was a ridiculously high wagering requirement - more on this later. Basically, I started playing away and accidentally cut into the bonus. Realising this, I kept playing away. Suprisingly, I hung in there for quite a while, and managed to hit WR. So I decided to pull out, and this is where the dramas started...

I sent an email off to Support to see if I could get the bonus taken off the top of my account, now that I had hit WR. I sent that email on the 2nd of August, got a reply on the 3rd of August saying that that had been done. Sure enough, I logged in and my account was $100 less. Excellent!

I then sent an email on the 14th of August enquiring about a MoneyBookers withdrawal, which basically said:

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Message: Hello,
 
I am trying to withdraw my money from my account, however when I go to enter my Moneybookers account ID, it says "Sorry, but in order to withdraw using Moneybookers you must gfive account ID or first make a deposit using this method. Thank you"
 
I tried both my moneybookers account number, as well as my moneybookers email address..
Both didn't work.
 
Please advise..
Kind regards, Pete

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I received a reply back from them the next day, saying:

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Dear Mr Z,
 
Thank you for your email.
 
As you have originally used Neteller to fund your account, you will have to withdraw the amount deposited using the same method before using alternate options.
 
I have also checked your account and have noticed that you have not churned the deposit and bonus amount as you have been wagering on the games that do not count for the wagering requirement.
Please refer to our website for the terms and conditions of this promotion.
 
http://www.windowscasino.com/promo_terms.aspx?lang=ENG
 
We remain at your disposal if you require further information or assistance.
 
Best Regards,
Beverley

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This was strange, as I was quite certain I had met Wagering Requirements. Here was my email explaining how I had met WR. This was replied to on the 15th of August.

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Good evening,

Let me get this straight.

So, because I deposited in USD, my wagering requirement is 25 x bonus + deposit.

I deposited $100, my bonus was an extra $100, therefore my wagering requirement was 25 x (100 + 100), which equals $5000. (see pic 1)



Because I was playing blackjack, each bet counted as a third of my total wagering requirement. Therefore, I needed 3 x total wagering requirement, which was $5000. That equals $15000 needing to be wagered.



Now, your comp point system works like this, as stated on your webpage:
1 point = $15 USD wagered.

I have wagered 1000 comp points. So when you times 1000 comp points by 15, equals $15000.

WHICH is the wagering requirement for Blackjack, is it not?

I was only playing Blackjack, Singleplayer - Which isn't listed on your site as being against the rules. The only Blackjack forms that were not counted towards wagering requirements were Blackjack Switch and Blackjack Surrender. (see pic 3)



Additionally, I had already asked for the bonus to be removed from my account as I had met wagering requirements. Your Casino has already done that, as I had $800, and they took off $100 bonus.

So, because I've met wagering requirements - I need to deposit $100 into my Neteller account, then I can withdraw the remaning to my Moneybookers account, correct?

All your website says that I have to provide my Moneybookers account ID, and I should be able to withdraw. Is there anywhere that says this is not the case, and I have to withdraw to Neteller first?

Kind Regards,
Pete

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I'm hoping my maths is correct now - I'm pretty certain it is! I've double checked it, and double checked their site too (Terms and Conditions).

I'm yet to get a reply to that email. Because I had heard no reply back a few days after, I forwarded it to the same email address on the 21st of August. I have not heard a reply back from them yet either.

I'm pretty upset at this, as I've received confirmation emails on both replies saying the email was received and it's currently being assigned to a customer representative.

Can anyone suggest anything I can say / do to get a reply out of these guys?

Thanks for any help guys,

Pete
 

Hi Pete, this looks concerning, I am emailing the casino to see what the problem is, I hope to have some answers for you very soon.

Hi Pete, here is what i got back from the casino: