Hello I hope this finds you well,
Thanks for your responding. I do appreciate it and your guys's time as well. I would have to say that I am thoroughly disappointed in your review. Not just because of the fact that we don't come to the same conclusion but because there has been evidence provided to you guys from me that show improve that what you said is just not true.
To start you said and I quote,"The Terms of the 75MYRULES bonus are clearly presented and visible at all times on our website."
I have provided you photos of the cashier section I took that night. I have a video showing me clicking on the coupon and not being given any of the specific terms. If they are so clearly stated then why is it that even after I had made this post that you guys have had more than six other players since then and around 5:00 before me just within the last 2 weeks start having this happen to us. That's because upon review of your guys's coupons in the past they've all always said non-progressive slots only. That means that you guys have changed your policy and have just now started forcing this part of the terms. Since it was common practice to not enforce it and for it to all of a sudden become enforced is the reason why we find all of ourselves falling into this trap. The fact that I didn't gain anything and I was done with the waiting and it was a deposit boost of 75% not free spins that I won that needed to be waited or anything like that and it was advertised as a no rules bonus the fact that you're using it to avoid my winnings just shows that it's not about following the terms and conditions it's about avoiding the payout. I'm sorry you guys couldn't work with me to figure something out. Furthermore your term state that you may void out all the winnings if a term of a bonus is broken. The word may there makes it to where there are circumstances that you don't have to or won't void them.
I completely disagree with your decision. You only provided me the terms afterwards. Just because you can send me a link now afterwards doesn't count for anything. You sent me a dozen advertisements for this coupon and you never once included those terms in any of them. Also the Keno you offer is considered a non-progressive slot by industry standard. There's no progressive jackpot and it's decision is made by a random number generator thelat determines only one individual spin at a time. Please see the attached screenshot. You took my withdrawal and it is unjustified. No terms were available to me prior or during my play. You have been sent evidenceand information that more than proves that you aren't following fair gambling practices. You keep justifying this with following the terms of the bonus. Now you've been sent evidence that the Keno you over is considered a non-progressive slot.
No Rules Bonus: I received a 75% “No Rules” bonus, which was advertised as having “no maximum wager” and “no maximum cash-out.” However, I later discovered that there were hidden rules associated with this bonus, despite that fact it is advertised and called a "NO RULES" bonus. Specifically, certain games were restricted, and playing them could lead to withholding the excess amount from my withdrawal. As a player, I rely on transparent information to make informed decisions, and the lack of clear disclosure is concerning.
Safeguards and Fail-Safes: Your platform is designed to safeguard players by preventing accidental violations of bonus terms. If I unknowingly attempted to play a forbidden game, the system should have issued a warning and redirected me to the main casino lobby. However, this did not happen in my case. I find it puzzling that such fail-safes were not effective, especially considering other players have faced similar issues recently.
Trust Pilot Reviews: I noticed more then several negative reviews on Trust Pilot from players who encountered similar problems. Mostly all dated within the past two weeks. This suggests that my experience is not isolated. I urge you to investigate this matter thoroughly and address any systemic issues promptly.
Evidence and Amount Withheld: I have documented evidence, including screenshots and a screen recording from the night in question. While I haven’t shared this with third parties yet, I am willing to provide it if necessary to resolve this situation fairly. Additionally, I want to emphasize that around $1355.00 was taken from my account for a withdrawal. I was never sent or received those funds which significantly impacts my trust in the fairness of the casino. I did not know or have knowledge or agree to anything less than the full amount transacted or made during the withdrawal.
Played the Game “Keno”: Unfortunately, I did not win anything; in fact, I incurred a loss during my gameplay. To my surprise, my funds were withheld based solely on playing this game. As a player, I believe it is essential to be treated fairly and transparently. Since there was no gain and no warning or disclosure from my gameplay, I kindly request that you reconsider your decision and credit my account or process the withdrawal.
This link you provided wasn't made available to me in any of the emails or under the promotions section.
If this link exists, why was one nit provided in any of the emails?
Why was this not made available under the coupon after activating it?
Also I understand you say once a coupon has been played through the wagering requirements that the restrictions are released. However, I would like to bring to your attention the fact that prior to my 1x playthrough requirement being fulfilled, this means the safeguards were supposed to be in place. I actually loaded the keno game and it didn't boot me. I decided not to play it right away so I switched out and went to a different slot.
I hear you argument about fairness to all players and wanting to enforce the terms of the coupons fairly and evenly.
However, this was not the case in my situation. I was not given the terms of the coupon. Not were they fairly made available to me in any way shape or form. Before or during game play.
Like I said I have screenshots and a screen recording from that night and you can clearly see that the 75% No Rules coupon that's activated didn't supply me with any specific terms. This alone constitutes and provides enough reasonable cause for you to reverse your decision and make an exception in this case.
Also you said,
''Any violations of the terms while they are in effect, may result in all winnings being voided as per the Terms & Conditions."
1."may result in all winnings being voided"
That means there are situations and occurrences that qualify winnings to not be voided
2. "Winnings being voided *as per the Terms & Conditions*
That clearly states that the voiding of all winnings has to be stated in the terms and conditions of the bonus itself. Nowhere in the terms you provided for the bonus for states such.
The 75% No Rules Bonus terms don't state anything about winnings being voided if terms are broken. (Or in my case, if terms aren't provided)
Any violations of the terms while they are in effect, may result in all winnings being voided as per the Terms & Conditions.
So Just to Clarify this circumstance and occurrence considering all factors of the situation constitutes no reason for all my winnings being voided. As per the terms and conditions you provided for that coupon doesn't state the all winnings will void if terms are broken.
Share on
Twitter
Facebook
Delicious
Reddit
Copy Page URL