Casino Extreme - Player was accused of breaching the bonus T&Cs.

Hello, my name is Jason.

First, I had no idea you all existed until today. I have browsed Casino Guru and I can't believe you all do what you do for the players. I thought we were all on our own and the only way to find reputable places to play was through trial and error. Thank you, for what you do.

I deposited with Casino Extreme and claimed a "NO RULES" 200% offer that had a 1x playthrough, and no max cash out. I believe the code for the bonus was"no200rules", found on the casinos website.

I got lucky for once. I completed the playthrough and logged out. The next day I logged in and played some slots and decided to give live dealer blackjack a try. I transfered money over to the live casino which the system allowed me to do. I played a while and and transferred the same amount back. I broke even on the live dealer BJ.

I initiated a withdrawal, request number: 3036133. Completed all the verification requirements.

Per the T&C from the website, "7.1.t - Tournaments, Progressive Games, 777 slot or any Live Dealer games cannot be played with casino bonuses unless otherwise stated."

It is the UNLESS OTHERWISE STATED part. This was a 200% no rules offer, and not "no max cash out, no playthrough" bonus.

In another part of the T&C,

" Playing at online casino is a special kind of joy. Everyone likes to win and earn real money while slot reels or roulette wheels are spinning. Casino bonuses provide an extra chance for that, especially if they come with an ABSOLUTE LACK OF RULES."

"Absolute lack of rules" is another way of saying "no rules".

They claimed I took a "no wager, no max cash out" offer. I explained I understood the rules to these type of bonuses but the offer I took specifically stated differently. It stated there were no rules. I searched the T&C for definition of a no rules offer and couldn't find one. I asked them to point out where I could find about there no rules offers and got no answers.

You can't transfer money to the live dealer games if you haven't met the playthrough requirements. Why was I allowed to? Why do they call an offer a "no rules" offer when there a rules? Even the code said no rules and it is still on their site. I attached a screen shot that was taken a few minutes ago showing the offer.

I had no luck trying to reason with the casino. The casino quit responding and left questions of mine unanswered. I feel like I was tricked. I don't expect Casino Extreme will make this right. They gave me my deposit back but it was too little to withdraw so I lost that as well.

I attached the entire email thread between us about this. Any help with this is greatly appreciated. I would have come to you all sooner if I had known about you. I have a few friends and I will make sure know about Casino Guru.

Respectfully,

Jason B***

Dear bowenbowen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Promotional section and I found this:

Well, I agree that this is not the best marketing practice and it is very misleading to players. Was this the first bonus you activated in Casino Extreme? Could you please advise how much money you deposited in order to activate this bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

This was 1st deposit. It was for $30.00. I will forward all emails to you today. Thank you so much.

Jason

I think you have been sent all the emails that have to do with this. Do you want the emails about getting verified by Casino Extreme? They would include all documents sent to them for verification. I wouldn't think these were needed but if they are , please let me know.

Can you confirm that you received the attachments to this complaint as well. The snip I sent you showed the offer is called "no rules" and it is even part of the offer code you must enter, "no200rules". They are still marketing it this way.

Thanks

Jason

Thank you very much, bowenbowen, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you so much. I look forward to hearing from Peter.

Dear bowenbowen,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Casino Extreme to the conversation to participate in the resolution of this complaint.

Hello Peter, I am fine with them being a part of the conversation.

One other point that needs to be made about this is, in the upper right hand corner of the site there is a little drop menu that shows your balances. It shows "real money" balance, "bonus money" balance, "playthrough balance", and comp points. When I transferred money to the live dealer the only balance I had was a "real money" balance of around $800. There was no bonus balance an no playthrough balance. The T&C says you can't play live dealer with bonuses. Why differentiate between the two balances if they consider them to be the same?

I only transferred $100 to the live dealer. I transferred $100 back to the "real money" account. I pretty sure I broke even playing Black Jack.

My original deposit was $30 plus the 200% bonus of $60 for a total starting balance of $90. I was clearly not using the $60 bonus at this point. They could have withdrawn the bonus the second I met the playthrough like a lot of other casinos do.

Thanks for the help

Jason

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Peter,

Hello bowenbowen,

I hope you're all well.

Please accept our apologies for the delayed reply, the grievance only reached us now.

We have reviewed the player's claims and they match with what occurred on the player's account.

At the moment, the Management will have to review the case in detail so that all information is clearly presented.

We will contact you as soon as the review is done and hopefully we will come to an agreement.

Thank you for your patience and understanding.

Kind Regards,

Luke Newman

Casino Extreme Management

Mr. Newman,

I appreciate your reply, and I look forward to resolving this with you.

Respectfully,

Jason B*****

Dear Casino Extreme team,

Has there been any news regarding the complaint?

Peter,

The only response I know of is the 1 response from May 19th.

"We have reviewed the player's claims and they match with what occurred on the player's account.

At the moment, the Management will have to review the case in detail so that all information is clearly presented." Luke Newman, Management

I have no clue how long these things take. If anyone needs something from me, please let me know.

Bowen

Hello bowenbowen,

Thank you for your patience.

The Management has completed the review of your account and your grievance and we are happy to say that the original decision to void the winnings has been revoked and your winnings have been returned.

Although, technically, a violation was made by transferring funds to live dealer games, no substantial winnings were made on said games hence the decision could be overturned.

We must mention that as your original deposit was reimbursed and as you have used a bonus, the total returned amount was reduced for a total of $90.00 ($30.00 deposit amount + $60.00 bonus amount).

Also, we must remind you to be vary of the Terms & Conditions of Casino Extreme regarding any bonus:

The terms of any promotion remain in effect all up until the entire balance is withdrawn and cleared from your account.

Please see below.

https://casinoextreme.eu/terms-and-conditions

7. BONUSES AND PROMOTIONS

7.1. General Bonus and Promotion Rules

v. "Once a bonus is claimed, the terms of that bonus step into effect immediately. These terms remain in full effect until a new Fund Action (Deposit or Bonus) is processed to your account and after the bonus has been cleared from your balance. Bonus Terms will remain in effect after Wagering has been met. Bonus Terms will remain in effect after a Withdrawal is processed. Bonus Terms will remain in effect after Playable Balance drops below $/€ 1. Depositing on top of your existing bonus balance does not void the Bonus Terms. Any violations of the terms while they are in effect, may result in all winnings being voided as per the Terms & Conditions."

As your account is fully verified for instant withdrawals, please contact our Customer Service to complete your withdrawal. The amount on your account is withdrawable balance only and cannot be played with.

Thank you for your understanding and should you need any additional assistance, please do not hesitate to contact us.

Kind Regards,

Luke Newman

Casino Extreme Management

Mr. Newman,

Thank You for your looking into this. I am obviously happy with you and your casino's decision. I have no complaints, only praise now.

Peter,

Thank You, sir. Nothing but praise for you and your establishment, as well.

Dear Casino Extreme team,

Thank you for reconsidering your decision and offering a solution to the issue.

Dear Jason,

I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter