RESOLVED - Casino Extreme literally stole $1000 from me. Lying about how a deposit bonus works

I recently made a deposit at Casino Extreme, 50$ nothing huge, and I redeemed a bonus with it. It had a few free spins and 150% bonus. I made it through wagering requirements and had a decent amount of cash. 276$ or so. Well, like any casino, the bonus did exclude games like blackjack during the wagering requirements. Obviously so, because you can't play any of them, they're locked. But.. once you finish your playthrough what happens? They unlock. Why would that be the case if you weren't allowed to play them? Every time I have done this in the past I have never been hassled. But apparently this time I won a bit too much for them to be happy about. I hit decent on the blackjack tables and went up to 1300$. High on adrenaline I took a break and went to smoke a cigarette. When I get back to the computer I notice my balance was off. A LOT. Like 1000$ a lot. So I open a chat window expecting there was some sort of technical problem, but nope, that wasn't the case. They had removed everything I made on the blackjack tables, stating that the bonus I was using forbid me to play blackjack. Ok.. Well I understand that when I'm going through my playthrough requirements I'm not allowed to play blackjack. But how on earth are you telling me once playthrough is met, I can't do whatever I want with MY MONEY? If I can withdraw it, why can't I play any game with it? That makes absolutely no sense. Here is a direct quote from one of their deposit bonuses. It's no different than mine except mine was only 150% this was for a 200%.

"You are required to wager the sum of the deposit 50x before requesting a withdrawal. Baccarat, craps, pontoon. blackjack, roulette, sic bo and all progressive games are excluded from your wagering requirements."

Now why would it say excluded from your wagering requirements? The chat agent, Mikey, insisted that it didn't matter, it meant to say you can't play those games ever, until you withdraw every penny. Would anyone else agree that it's clearly stated, you're not allowed to play those while on your wagering requirements, after that you're free to play what you want? That's what I see. And for them to take 1000$ from me is straight up theft. Fraud. This behavior is unacceptable. And if we let them bully us like this, it'll only get worse. I have screenshots and logs of our conversations if anyone needs to see them I'll gladly hand them over. This is just the case of a casino not wanting to honor a payout. And that is garbage. Here are the chatlogs, he outright lies about how the bonuses work.  You have to withdraw right away or you have to continue following the bonus rules?  Even after you make it through your wager requirements?  What kind of garbage is that?  Has ANYONE ever heard of such a proposterous thing ever?  

Chat on livechat.casinoextreme.eu

Conversation started on : Monday, January 02, 2017, at 07:31 (GMT+0)
[07:31] donkeyramp: Username : donkeyramp
Email : [email protected]
[07:32] donkeyramp: So tell me this. Even now I cannot use this money in my account to play blackjack? That's what you're telling me? There is no bonus attached to it. How the f*** do you justify that
[07:32] Mikey has joined the conversation
[07:33] Mikey: once you clear the wagering you may either cashout immediately your winnings or play with them according to the rules ..we have no option to stop that ..Having said that the games which are restricted are always restricted
[07:34] donkeyramp: Show me where it says that in the rules please
[07:34] donkeyramp: The specific part where it says you cannot play anything other than slots until you withdraw
[07:35] Mikey: *Allowed games: keno, video poker and any non-progressive slot.
[07:35] Mikey: that is what this promotion says
[07:35] donkeyramp: Yeah WHILE THE BONUS IS ACTIVE
[07:35] Mikey: so any other games is restricted as staated
[07:35] Mikey: you cannot play any other untill you clear the wagering
[07:35] donkeyramp: F****** bulls***. I've done this before and you guys didn't take it away, it's just cause I won too much
[07:35] donkeyramp: Come on
[07:36] Mikey: and it doesn mean that you can play them after nor that you will play with no max cashout
[07:36] donkeyramp: You're just bold faced lying
[07:36] Mikey: I am not lying just explainning this promotion
[07:36] donkeyramp: I have specifically done this. Won got through playthrough and played blackjack and cashed out with no issues
[07:36] donkeyramp: It just wasn't enough to raise any eyebrows
[07:37] donkeyramp: I'm not an idiot. So please don't mistake me for one.
[07:37] donkeyramp: It's okay, negative press hurts sites like these, and trust me I will raise hell over this
[07:38] Mikey: I am just saying how this promotions works and in case the restricted game is played we can cancel the entire amount which we didnt
[07:38] donkeyramp: But it's not how they work. I know that for a fact.
[07:38] donkeyramp: Every other casino will agree with what I've said
[07:38] donkeyramp: So just stop
[07:38] donkeyramp: Whatever, no point in arguing.
[07:38] donkeyramp: Thanks a lot.
[07:38] Mikey: we do have them published right below the promotion
[07:38] donkeyramp: Really appreciate you stealing 1000$ from me
[07:39] Mikey: they are not hidden nor do we have any other rule
[07:39] donkeyramp: Keep trying to convince yourself what you did was okay.
[07:41] Mikey: I am just reading that all over again and I think the rule is clearly statedd
[07:42] donkeyramp: Well I firmly disagree. And if that is the case why on earth would you not just keep the games all locked? I mean, come on. It only makes sense.
[07:42] donkeyramp: Why on earth would they all unlock after playthrough is met?
[07:42] donkeyramp: Because they are okay to play after playthrough requirements are met
[07:42] donkeyramp: And for you to say otherwise is bs
[07:42] Mikey: that is how every coupon works
[07:42] donkeyramp: LOL BUT IT"S NOT!
[07:43] Mikey: once you clear the wagering you may either cashout or continue playing by applying the same rule
[07:43] donkeyramp: I do it all the time! You're telling me I just somehow cheated the system every other time?
[07:43] donkeyramp: Give me a break
[07:43] Mikey: and it always comes with max cashout and allowed games
[07:43] donkeyramp: I'm not arguing the max cashout
[07:44] donkeyramp: I'm arguing the fact that once playthrough is met you're free to play what you want
[07:44] donkeyramp: How can you dictate what we do with our money that no longer has a bonus attached
[07:44] donkeyramp: If i'm free to withdraw it, it makes no difference what I play.
[07:44] donkeyramp: It's my money at that point
[07:44] Mikey: but unfortunately when you play with bonuses you cant play the same way
[07:44] donkeyramp: So for you to tell me I can't play something with my own money is ridiculous
[07:45] Mikey: they always come with the same rule bonus amount not withdrawalable and restricted games and so on
[07:45] Mikey: in case you play with no bonuses you may do whatever you like
[07:45] donkeyramp: Yeah I have some idea about them, obviously I'm more knowledgable about your bonuses than you are.
[07:45] donkeyramp: Whatever, I need to go submit my complaint and get to bed.
[07:46] donkeyramp: This won't be the last you hear of this. Have a great night, you're a crook and a thief.
[07:46] Visitor 'unlike' this conversation
[07:46] donkeyramp: And I have the logs of these chats.. hope none of it comes back to bite you in the ass
[07:47] Mikey: Honestly I dont know what to reply to your last sentence .
[07:47] donkeyramp: Maybe a I'm sorry that I stole money from you and lied to your face basically
[07:48] Mikey: unfortunately I cannot say that and if they decide that we did something wrong you will get your money
[07:48] donkeyramp: lol whatever.
[07:49] donkeyramp: Goodbye. Good luck with ripping off honest players
[07:49] Mikey: Good Bye and I am truly sorry about this situation
[07:49] donkeyramp: Sure you are.
[07:49] Mikey: it was never intention to do that which is why I just removed winnings on Black jack and never of the entire win
[07:50] Mikey: usually it resests back to your deposit amount and never on win

Chat on livechat.casinoextreme.eu

Conversation started on : Monday, January 02, 2017, at 07:51 (GMT+0)
[07:51] donkeyramp: Username : donkeyramp
Email : [email protected]
[07:51] donkeyramp: One more question
[07:51] donkeyramp: You are required to wager the sum of the deposit 50x before requesting a withdrawal. Baccarat, craps, pontoon. blackjack, roulette, sic bo and all progressive games are excluded from your wagering requirements.
[07:52] donkeyramp: What does that say
[07:52] donkeyramp: This is directly from one of your all's bonuses
[07:52] donkeyramp: EXLUDED FROM YOUR WAGERING REQUIREMENTS
[07:52] Mikey has joined the conversation
[07:52] donkeyramp: Why would the bonus I was playing be different?
[07:52] donkeyramp: This is just a 200% bonus
[07:52] donkeyramp: Ohhhh that sucks doesn't it
[07:52] Mikey: it would be because there is no option to block them after you clear the wagering
[07:53] donkeyramp: What?
[07:53] donkeyramp: That makes no sense
[07:53] donkeyramp: Read it again
[07:53] Mikey: you can do whatever you want and nobody can stop that and at the end everyone will just reset the amount back to your deposit value
[07:53] donkeyramp: You are required to wager the sum of the deposit 50x before requesting a withdrawal. Baccarat, craps, pontoon. blackjack, roulette, sic bo and all progressive games are excluded from your wagering requirements.
[07:53] donkeyramp: Wagering requirements. No where does it say after the requirements are done you cannot play those games
[07:54] donkeyramp: Just from the wagering requirements
[07:54] donkeyramp: Thats what I read
[07:54] donkeyramp: Am I just retarded?
[07:54] donkeyramp: Or you're saying there is an underlying message that just isn't clearly stated
[07:54] Mikey: I would suggest you to file a complain with askgamblers because whatever I say here wont help
[07:55] donkeyramp: Yeah you're right. Defeated.
[07:55] Mikey: the games restricted are always restricted and they will remaing the same until the end and upon withdrawal
[07:55] donkeyramp: Where does it state that
[07:55] donkeyramp: Is what I want to know
[07:55] Mikey: that is why they are offered to certaing games
[07:55] donkeyramp: Why the hell would it just say wagering requirements then
[07:56] Mikey: *You are required to wager the value of the qualifying deposit 30x before requesting a withdrawal.
*Allowed games: keno, video poker and any non-progressive slot.
*All deposit bonuses are for wagering purposes only.
*No withdrawal will be honored for an amount less than that of the deposit bonus.
[07:56] Mikey: please check here it says allowed games
[07:56] donkeyramp: Ok, we're done here. You aren't showing me anything that backs up what you're saying
[07:56] Mikey: which means that all other are restricted
[07:56] donkeyramp: You are required to wager the sum of the deposit 50x before requesting a withdrawal. Baccarat, craps, pontoon. blackjack, roulette, sic bo and all progressive games are excluded from your wagering requirements.
[07:57] donkeyramp: From your wagering requirements
[07:57] donkeyramp: All I need.
[07:57] donkeyramp: Thank you
[07:57] donkeyramp: Have a good night
[07:57] Mikey: Have a good night

Dear Donkeyramp ,

Thank you for your comments on this ,

From the chat you posted I see no rudeness in my replies as I just followed the rules and which were applied for every customer with the bonuses in question .

As stated for this promotion allowed games are : Slots (no progressives) ,Keno and Video poker which means that you need to play them up until you withdraw .This means that the bonus received cannot be played on the games who are not promoted under any circumstance .

Having said that and after taking some time to discuss about this issue with my superiors ,different operators and most legit affiliates in this business ,we came to conclusion that this rule might be confusing depending on how you look at the rules. It is a two way street where you can read the rules in both directions .For me as an operator they are pretty clear as well for all other operators BUT they seemed unclear to other people involved in this industry ,or at least for few of them .At the end we all have to agree and even a small disagreement will make us re-think our decision.

Everything started with the Wagering term involved where we all can read it differently ,for myself wagering  happens every time you place a bet which is completely different with the term Playthrough meaning the amount needed before bonus clears .

Don't get me wrong nor I wanted to be rude at anytime which is why I didn't mind if you post online .If there is a problem everyone should know about it which  is how we do business here and we will try to keep it that way .The rules are not clear to everyone and they needed an update so that they are understantable to everyone involved : customers ,affiliates and the operators .

Your account has been updated accordingly minus the bonus amount received ,that only seemed fair after all and we take  full responsibility if the rule is unclear to everyone .The rules are updated now and hopefully everyone will understand .

I have no grudges personally towards the emails you sent nor via chat ,it is understandable in this given situation  and our decision has nothing to do with the threats nor complaints you posted . We are trying to  do things differently here ,fair and square and if We think that something is not right we will stand up and admit our mistake .

Have a lovely day and apologies on any inconvenience caused .

You may now request a withdrawal and contact our chat to get them instantly back to your account .

Sincerely

Mikey

Casino Extreme

Mikey, Thank you, I sincerely appreciate this. And I apologize for being a bit harsh at times. I look forward to doing better business with you all in the future.

For future references. When a person has completed wagering on a bonus and monies are free for cashout. That player is NO longer BOUND to any bonus terms. The bonus is COMPLETE. Its now his/her money to do as they please. To still say someone is still bound a bonus terms after they have COMPLETED IT is borderline ROGUE. 

THIS. THIS RIGHT HERE!!!  

Mikey13

"...we take full responsibility if the rule is unclear to everyone .The rules are updated now ..."

I am so impressed right now that I have to sit on my hands to keep from clapping!

WOW!  Me too... after the runaround I've had with Genesys Club for the past couple of months over their unclear T&C's I'm really amazed to see this.  WTG Mikey!