CLOSED: Disappointing T&C from CasinoToken

Hi LCB forum members,  today i just wanna share something disappointing today. I saw casinotoken from lcb forum which is rated quite high. I claimed the welcome bonus and lost. Deposited again with a freespin code and lost again. Today i got an email with a code that will add 55 freespins when i deposit. So i deposited and luckily my balance went up above 200. Checked the wagering % it was 98%. Then i played a bit more suddenly my balance dropped to 110. I chatted with the live chat that there is a max win from free spin bonus. In the email it wasnt stated but it is stated in the long t&c on the web.  It is so disappointing though. I believe that most other casinos that offer freespins deposit bonus wont have max cashout. 

Hope u guys who deposit to this casino can be aware. I am not sure if the first deposit bonus has the same t&c. So you have to make sure first. 

Hi anfransen,

I see your point. Some brands have max cashout for deposit free spins, it varies from casino to casino. You always need to read T&C very carefully in order to be acquainted with all the details regarding their rules. We forwarded your post to the casino rep so let's see what he's going to say. I do agree that they had to add max cashout for these free spins in the bonus description just to avoid confusion. 

Dear MelissaN.  Thank you for your reply and concern. Yeah i think they should add that very important t&c in the email as well. 

Hello Anfransen and Thank You for your feedback!

We have different T&C, Wagering, cashout cap etc. for every bonus and usually it is like that in  every casino - if the bonus is high, the rules will be more harsh if the  bonus is nothing special - the rules are easy to deal with.

Thanks again for the comment and have a lovely day ahead,

-John

Well. the bonus isnt high though. It is 55fs on bgaming slot. I played on platinum lightning which is 0.25/spin so 0.25x55 is just about 10+. Min deposit is 10 so it is just like 100% deposit matchup.  Well since that's your t&c then just add the specific max win from free spin so that players will know and wont have issue like mine. 

Cheers. 

We stated in the T&C that and the chat transcription that I see shows me that support informed you about this when asked.

Apart from that - your opinion that 100% match bonus for this particular bonus isn't high... is respected but I must appologise - we think a bit different, as we have the data from our back office that we can analyse and take a proper decisions.

And the last - we can't all the time update our general T&C and put there new info about the bonuses all the time. We have really a lot of bonuses going out and in and to update the T&C page for each of them when they come and go -  would be nightmare.

I trust I have answered your querry.

If you want to find out more specific things - please, send me a message and I will be happy to answer.

Thanks again for your interest,

-John

Yeah i know abt that live chat. I just feel disappointed that's why i share it here, that's all. Please just help me process my withdrawal asap. Thanks

Hello again guys. Another disappointment from this casino. I just got an email saying that they cant process my withdrawal cos i NEED to wager again 5x of my deposit. It is stated in their so f***ed up t&c. Sorry to use such word cos i am kinda pissed. I am just going to play it to see how much balance i end up with. Will update after i play the 5x wagering req. 

I played the 5x deposit (50) playthrough and luckily i got up by 40. So it isnt so bad. But please state all the t&c in every offer code that you have. Nothing hidden in a very long list of t&c where people rarely notice. 

Direx nv casinos are well known for their capped max win from free spins. This rule applies to all Direx nv casinos, except Bitstarz's Wednesday Free Spins promotion ( deposit spins ). You are not the only one who had the same experience with these kinda promo. It happened to me at Cleopatra casino, I won over €280 and a few spins later it dropped to €100 (wagering cleared). I advise to play with your own money first and then play the free spins.

Their slots r good cos if u get freespins or bonus will usually pay quite good. Well think it's just their t&c, everything else r ok. 

I understand and t&c are there for the casino protection against bankrupcy or prevention of bonus abuse, many casinos have this rule. Direx nv casinos are good casinos and they have great games indeed and they pay.

Yeah i dont mind playing at their group of casinos since i've known their t,&c so wont get shocked again. 

Hey Anfransen, As already elaborated - If you take the freebie - it comes with rules. Just keep in mind that if you do not want to have wagering requirements for the bonuses, max cash outs etc. rules to be dealt with - please, do not take any bonus offered in any casino and just simply read the rules. I will send our communication and your language use to our payment department that they are aware of all this. Kind regards, -John

Yeah i got this email= 

Thanks for the wagering.

Nevertheless, I have got the note from John to look at the forum post that you initiated and I see that you started a negative forum post, used the language and overall had tone of voice that is not appreciated in our Casino.

Right now your withdraw request will be on hold until further notice.

Kind regards,

That's what i got. I have no comment anymore. 

Really? Are they really put your withdrawal on hold because you openly shared your experience with this casino?

Well i shouldnt comment anymore because later my withdrawal will have problem.  better stay cool for a while and wait for them to give me an update. 

Did you insult any of their support staff? As far as I know you only shared your opinion regarding their bonus t&c, right?

@Mojo Yes, 'they' put the withdraw on hold as payment manager wrote - the use of the language, negative thread, tone of voice is not appreciated. In general - it is Saturday today and I will personally meet payment department next week and then we discuss what and how we will respond to such behaviour. First of all there are legal issues this is the discussion as there are the personal account involved which is against GDPR regulations. Second it is Saturday and such a things needs to be discussed in the physical meetings which are happening on workdays only. Hence, the withdraw is put on hold. @Mojo, I trust I have answered to your question? -John

Nope no insult made to any of them,  i just express my feeling here.

Well i guess i just wait till they solve the problem. Whatever the result just respect it.

Naaah, this is all a big joke to me. Apparently they cannot handle a little bit criticism which I think it's poor of them, in my opinion they do not know how to handle bad feedback nor showing some understanding towards their players. The way I see it, you can't say anything bad about them otherwise you will facing some consequences, sounds like dictatorship in my ears. That's it for me, no more CasinoToken. Poor service means avoid at all cost. I hope you'll get your money.

@Mojo, I'm happy that this is joke for you. It's certainly not for us, as we are running a business and we are resposnible for our players, investors and public appearance. Every rudeness towards us is not apprecciated in any sense.

Besides - your claim about ''poor'' service is not really right as we have it in quite opposite direction plus, you never really liked us back in the day's and your last bit of your ''no more'' isn't quite relevant.

Whatever the issue is out there, we support kindness and respect.

Regards,

-John

The way you react to my reaction is a proof your behaviour towards your players is not particularly thumb up. I am an online gambler for more than a decade now and I have seen way better support services, how they handled rude customers, I was one of the rude customers back then and I couldn't believe how patience they were towards me and for that I become more respectful towards them, you cannot demand respect, it has to be earned. Your reaction to my post is childish so to say. Instead of looking for a solution and moving forward, you were digging for history (mine). You don't fight fire with fire, it's that simple. Sometimes you need to accept and adapt for the best interest of your company.

Yes you are correct, I will not lie, I did not liked CasinoToken and as you can see I am right for not liking it but I rated your casino 'average' (2.6 / 5), it's a shame I cannot adjust my rating because the way you treated your customers, 1.6 points should be deducted from the rating. Now you are the one who's being rude.

@Mojo, I wasn't doing anything - I just remembered plus we are proud of our customer care and the bonus ratio that we give out to them.

Thanks for teaching us how to run our company - appreciated.

Regards,

-John

I must admit, your casino does have good bonus offers and there's nothing wrong with that, great amount of free spins upon a small deposit of €5 or higher, way better than what your sisters casino have to offer but that's not the issue here. I feel sad for anfransen fearing for his withdrawal and he can't say his opinion anymore because of it and please keep your sarcasm to yourself thank you.

Hi john today is monday in my timE. Please update me regarding my withdrawal. Thx

Hi there anfransen, due the difference of timezones between your country and where ever CasinoToken's office is, I think they might need more time since it could be still early in the morning in where ever they are. I'm pretty sure you'll be notified by them asap. You will get your withdrawal because they do not have the right to confiscate it since you haven't broken any ot their bonus rules, if they did, that's stealing.

Wow, I can't believe CasinoToken is gonna hold anfransen's withdrawal for him voicing his opinion on a forum pretty much dedicated to doing what he is now being punished for - voicing his opinion!! It seems like anfransen's CasinoToken account is now all the sudden subject to "additional reviews" to "make sure" he hasn't violated any T&C's that Mr. CasinoToken Rep will undoubtedly just pull outta his a$$ to indiscriminately apply to anfrasen's CasinoToken account, effectively silencing anfransen's "rude tone", which he didn't even have when talking to the CasinoToken rep here on this forum!! Albeit, we don't know the details of the live chat convo between anfransen and CasinoToken, but somehthing tells me his demeanor wasn't outta line, but the CasinoToken rep responding here, definitely is. Sorry, I had to chime in guys.

I'm glad I'm not the only one who thinks this is absurd. As it stated in the email anfransen received from CasinoToken manager, it's about this thread they do not like. I've seen other negative feedback from other players on other Direx nv casinos, at least they compesated the players with freebies for their unpleasant experience with the casino but apparently CasinoToken chose a different path and soon enough they will bumped to a wall. I've double checked this casino and seems any deposit made must be wagered 12 times before able to withdraw plus wagering requirements on claimed bonuses, so 50 times on bonus amount plus 12 times on initial deposit, that's not all. There's a max cashout of 10 times deposited amount if you claimed any of their deposit bonuses. The odd of winning is very slim.

Still no update from the casino. Hopefully will get an update and everything will be ok. Once i get an update i will post here. Never expected things can get this bad. 

Apa kabar anfransen? Please keep us posted regarding this matter, I am slightly surprised they haven't got a meeting to discuss your 'issue'. If they failed to inform you about this, you can file a complaint against this casino.

Lol. Some indonesian words detected =) well gotta wait till i got the withdrawal then i will answer "all is good". Maybe their timezone is still quite early for a meeting

Nah, they should have that meeting already by now, that is if they were planning to have one today. Orang maling dia semuanya.

CashOut approved and got the withdrawal.  So everythinh is good.  =)

I am glad everything's sorted out, enjoy your winnings friend.

I played once on token and i won and tried to cashout but it was never processed. Support would say they are not in contact with them so just wait. Like heh... after 1-2 day i don't remember i just played it out.

ThankS all.  If u hv problem just post at lcb and wait i think things will be okay afterwards. 

I put in the code before and after depositing and got told I didn’t do it correctly ... after putting in $25 I got only 10 spins which gave 22 cents may you consider one more set

The support of some Direx nv casinos is hard to read, sometimes they are friendly and if you're unlucky you'd be helped by a rude live chat agent and in this case just keep calm and end the chat as soon as you can because if you do not have a good argument they will not change their decision.

I would agree that some direx nv sites support is really terrible but by experience it's a really a matter of sites and not a general issue as i am a regular in many of them which support is always great even if i am not. But some other places like this casino is really bothering. It must depend who owns/manage the site or whatever because i can't believe they are all owned by the same person as all sites are very different. If in need of a single site just go with bitstarz. They are amazing and better than others by so far it's just a class apart. The new one redpingwin as been great too so far but their bonus terms is just nonsense, but if you play without bonus then this should not be an issue.

Hey Guys!

I have missed you already and I hope all LCB still is great and kicking!?

I'm happy to elaborate on the support issue and on some other troubles as at the moment I have spare second.

So, support:

I personally assure you, that there is no one single agent and a single player trouble that has been handled in rude manner in Casino Token! - I personally know all of support agents and more than that - at least once per week I do support myself in order to understand the things better!

Here are my observations that I'm sure will be usefull for you as this answers many questions asked before:

Let us put the players in segments in order to clear things up:

1. Bonus abusers (self explanatory)

2. Bonus code put wrongly/incorrectly/forgotten and tried to add it after deposit, troubles with not reading instructions how to put bonus code where it is needed and then just simply pretent to not know what and how to do :)

3. Bonus Cheaters - duplications of accounts, wrong bonus code use for the purpose of getting more freespins, abuse of support time and finally threats.

....................................................

So, guys, those are the most common issues that support is dealing with. And then certain people are comming in the forums and telling half of the story and then support most likely looks bad as they haven't done this or that, or they haven't issued freespins when player wanted etc. and etc.

If that would be in my power I would ask every player to work in support at least for couple hours before starting to play as the level of abuse and creativity/techniques used by the abusers are incredible! :)

So, guys and girls - let's play fair and let's not abuse support as they really love their job and they have a lot of personal relationships with players and they try to support you as much as it is possible. Please, do remember that they are following the rules/bonus terms stated and they are trying to balance between right and wrong all the time.

Newertheless, I know that by hearth that our support untill this time never has been rude and I trust this trend will be kept in the future as well!

In any case - please, feel free to shoot me pm if you suspect something is wrong with Casino Token support - I gurantee that you will get an answer from me personally and we will resolve the trouble in the best possible manner.

Kind regards,

-John

It's easy to come here and say it's the players the problem and not the casino. Always the same story going on over and over. Of course there are cheaters and abusers online but they are not the majority. But casinos love to use that minority to smash all the other legit players in the face and justify their actions. Oh yeah your casino support always been nice to me, i have nothing to say against this. But did they help? No. My cashout has been ignored and all support could do was that they have nothing to do with payment department and to just wait. That someday i will get paid. This year, next year? Who knows. But i know personally my own experience with you and i know you coming back saying it's player's fault and not yours just make me understand what kind of bs i am facing and will just ignore your casino completly from now on.

I couldn't agree more with fredo386.

The problems you mentioned above are yours and yours only to solve, we do not need the info because we are aware of them but there are plenty honest players out there and people make mistakes, misunderstood etc and you cannot blame them for making a mistake because nobody is perfect.

Like I said before in my previous post, you guys fail to show some understanding towards your players, we do not need excuses we need solutions. Most players made a mistake because of excitement, I know I did. You as casino are not allowed to assume a player of abusing bonus without solid proof, if the person is eligible for the bonus, whether he/she failed to claim it, you as casino should help your customer to solve the problem despite what you think about it. If you do not trust your players, you can expect the same from them. Support team is there to help the customers.

support verb.
​to agree with and give encouragement to someone or something because you want him, her, or it to succeed.

I cannot handle a cashout that takes forever, I mean comon who still have pending periods? What is this the 90's?

They tell you they need to check game play etc etc and all that other bs just to stall and unlike some, we end up reversing withdrawals.

Which is why I closed my accounts at a hand full of casinos and only play at casinos that process withdrawals in 10 minutes - 2 hours max. The only time I find that I am bit patient is when I go through the verification process and can wait 24 - 48 hours including the withdrawal to be complete.

Support never knows what is happening with payments, and they can email finance for an answer which is really beyond me.  Why not just keep me on the line and give them a telephone call to get an update or to walk over to them to get an update?

Comon if you cannot give me straight answers about everything, then why are there live chat? Why cant a person talk to finance directly. Its always just be patient, if you can process my deposit to be available immediately, why can you process my withdrawal immediately?

Bonuses are always a catch at casinos to pisss of players.. Hidden terms or something that the risk department always seem to find something to confiscate funds or whatever the case.

Its bad enough that game play and games of the slot providers have already modified some time ago as none of the slots play the same as before. Bonanza does not pay well anymore, take forever to trigger, big wins x500 + only comes on bets lower than $1 these days and not on big bets anymore, and if  player manage to complete wagering, you find some reasons to confiscate.

I think the worst is now the Neteller and Skrill not available methods for claming bonus, or the bonus suddenly has weird wagering requirements, if thats not all, max bet on e wallet deposit is now $1 and the best part the max cash out policies on bonuses or restricted list of games that cannot be played with bonus funds.

Things are really becoming hard on us players to make money, and not all of us can afford to start with pure cash and deposit $200 or $500 to make decent bets from the get go which is why we need bonuses most times.

I agree, pending time is so old skool and casinos who have this feature should close their door because this player is not spending one penny there.

Some casino support agents have access to the financial department, I got paid by that live chat agent when I asked about it, he was probably the casino manager himself but he paid me 2 minutes after I mentioned about the delay. I believe it was Mybet casino.

I experienced the same thing at Chance Hill Casino a while back. My withdrawals are normally processed within 3 hours and it took a bit longer. I Contacted Live Chat regarding this and 5 minutes later the agent processed the withdrawal. Not sure if he was manager though. I believe their Live chat agents had colour names back then like "Red" , "Green" and "Blue" . They were a nice bunch untill they moved over to a new platform and I got somehow restricted. 

Mojo you not Mojojojo from VS battle of slots by any chance? 

No, I am not him, I do not play VS battle of slots. Maybe when I feel lucky I will participate in that tournaments.