BondiBet Casino - Player’s winnings have been reduced.

I was issued 10 free spins, it came from Bondibet casino. I started playing and won about $0.58 so I played a game and ended up winning a small amount about $145.00, and realised before wagering the $0.58 was complete that I had not yet made a deposit after reading the terms and conditions for bonuses that had been issued, the main rule I am referring to at the casino is under the title of bonuses and free spins general terms.

The rule I am enquiring about is rule,

2.1.4.1. Please note, if you complete the wager requirement, but have yet to make a deposit, your bonus will be credited in the form of A$25 cash.

So before completing the wagering I made sure I made a deposit so that I would be able to withdraw a minimum of $100 and a maximum of $100 according to the bonuses rules.

My problem is they are saying because I did not make a deposit BEFORE even accepting the free spins and /or using them, I am only eligible for $25 real money and so I had built the account to $350.00, when all of a sudden the account dropped to approx, $50, made up of the $25 I deposited and $25 I had received for wagering the free spins. I raised this with customer support to be told that basically that's the rules and there is nothing that can be done as they are right and I am wrong.

I would not have made the deposit if I knew this was going to happen and it is the sole reason for depositing into the account so ounce the wagering was complete I would be free to withdraw the $100 and forfeit anything else but that was not the case.

Any help would be appreciated thank you, Neil

Dear Neil,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://www.bondibet.com/en-FI/bonus-rules:

„Sign-up free spins

1.1.1. All our new players are eligible for the Sign-up free spins. Upon registration, the free spins will be credited straight away, no deposit required. The Sign-up free spins are available for all new registrations at BondiBet Casino who have not claimed a no deposit bonus yet.

Any winnings from the Sign-up free spins have a maximum withdrawable amount set to €100.

In order for a player to be able to request a withdrawal of an amount won from the Sign-up free spins the player needs to have at least one deposit transaction on their account. Once the player’s first deposit transaction has been made, any winnings coming from the Sign-up free spins exceeding €100 will be forfeited. The said amount, €100, will be available for withdrawal."

2.1. Free bonus money / free spins promotions

2.1.1. You will receive emails/SMS regarding special bonuses, if you are eligible. Check your email account for offer details, as often these bonuses are only valid for a specific period. To ensure you receive special bonuses and offers, make sure you have your account set to receive emails and text messages from our casino. Only the recipient of such an email/text message is eligible for the specific bonus/offer in question. Please note, if you complete the wager requirement, but have yet to make a deposit, your bonus will be credited in the form of €25 cash."

Could you please advise if you have received the offer for Free Spins from the casino by email or they’ve been activated during the Registration inside your account? Ideally, please forward your bonus history along with any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

No there was an email with 10 free spins on a new game called "Mr Macau" I have not yet applied for any welcoming bonuses.

If you would like I can try get a copy of the email if that would help.

Thanks neil.

I have included the email in the next message thanks

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Hi NEIL,

Mr. Macau!

Welcome to the new world created: Mr. Macau! This is our newest game and we offer you 10 FreeSpins to try it out! Click on the image above to claim your bonus!

Join the inimitable Mr. Macau for a night on the town in the Las Vegas of the East – Macau! The latest 5 reel, 20 payline video slot highlights the glitzy and glamorous elements of the entertainment capital of Asia, and encompasses the very essence of gaming.

*This Bonus is valid until 15th June and only for Mr. Macau. Please note that Bonus rules apply and according to your VIP level there are restrictions on withdrawals from winnings derived from FreeBonuses, please check our T&C for more information.

Regards,

Account Manager

We strongly encourage Responsible Gambling. We recommend our players to gamble only the money that they can afford to lose and remember that gambling is a leisure activity.

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Thank you very much, Neil, for your reply. I understand now that the offer falls under 2.1. Free bonus money / free spins promotions, hence, the maximum cash-out would be €25.

Could you please advise if the payment has been approved already?

Under those rules I am entitled to the full $100 I cannot understand and I cannot see it anywhere stating that if I have made a deposit then I am only entitled to $25 real money

I have followed this rule to a tee and yet I find your telling me the same thing.

Has anyone read Rule 2.1.4.1 and can you please explain this rule to me as I am confused as hell.

It states and I quote,

Rule

2.1.4.1. Please note, if you complete the wager requirement, but have yet to make a deposit, your bonus will be credited in the form of A$25 cash.

I made a deposit BEFORE completing the wagering requirements, so according to this if I HADNT made a deposit I would only be entitled to A$25 cash. BUT that is not the case so where does that leave me ?

The main difference between those two promotions is:

- Free Spins received upon Registration (Welcome No Deposit bonus) maximum cash out €100.

- Free Spins received by email/SMS (anytime, not only as Welcome Bonus) maximum cash out €25.

Since you have received a promotional offer via email, to try on a brand new game Mr. Macau, those Free Spins are not considered as a Sign-up bonus. Hence, the maximum cash out would be €25.

I am not trying to be a pain but could someone PLEASE, explain to me Rule 2.1.4.1, under free spins and bonuses .

When I fully understand this rule then I will leave you alone but it is saying that If I had not made a deposit before the wagering was complete then I would only be entitled to $25 but I MADE A DEPOSIT before wagering was complete.

I know I keep prattling on but I am trying to grasp why no one else wants to explain this rule to me .

Thanks Neil

That is perfectly fine and you didn't breach any of the promotional rules. Just the promotion itself has a maximum cash out of €25. Without placing that deposit, you wouldn't be entitled to any withdrawal.

If you have activated Registration Free Spins, following the same rules and scenario, you would be entitled to a maximum cashout of €100. Unfortunately, the Free Spins that you have received from the casino via an email offer were to promote a new slot machine, Mr. Macau. I hope this will help to understand the whole issue.

Ok thankyou I appreciate your help and time take care thanks Neil

No problem at all. We are here to help and if we are not able to do so, at least we try to explain to the players why they are experiencing difficulties.

Nevertheless, I’m sorry I couldn’t be of more help in this specific case but please do not hesitate to contact us in the future if you run into any problems with this or any other online casino. I will reject now your complaint as unjustified. Thank you very much for your understanding.