Pokie7 Casino - Player faces excessive wagering requirements after bonus confusion.

So i deposited 20 and got 20 bonus

Also 100 free spins

Free spins winnings=96.80+

$20 deposit and $20 bonus = $136.8

$136.8x45= $6,150 roughly

Now I completed this wagering at some point and I couldn't know unless I exit game and check because u dnt get notified.. so when I went to check wagering, I found something strange, a new bonus to be wagered which was $585.60(apparently slot bonus win) which x45 would be $26,000 roughly, which i know i never recieved a bknus of that amount.

Live chat then begun to tell me this, u wont believe there t&c behind wagering.

So check this. Apparently when my $136 which is my $20 deposit and bonus $20 combined with $96 free spins winnings was completely wagered, there was $585 above the 136 which will usually get voided or some casinos ive got its all mine, once wagering is complete those funds are all withdrawable.. Now they say $136 was released to real funds and.at that time a new bonus was activated using the $585 they say is above the bonus amount which i won anyway now needs to be wagered which us a whopping $26,000 in bets, once u understand what im saying and how they playing the bonus is absolutely absurd.. Now ive searched all t&c and NO WHERE DOES IT STATE THAT ANY WINNINGS ABOVE BONUS AMOUNT AT THE TIME OF WAGERING COMPLETION, WILL THEN BE ADDED AS A.NEW BONUS AND REQUIRE ITS OWN PLAYTHOUGH X45 ALSO.. ALSO CASINO DOSENT NOTIFY UPON WAGERING COMPLETION, MEANING U HAVE TO CONSTANTLY LEAVE GAME AND CHECK IT, IN RETURN SPOILS UR OWN GAMETIME.. TELL ME IF I IM MISSING SOMETHING CAUSE NEVER HAVE I EVER COME CLOSE TO HAVING 26,000 DOLARS IN WAGERING REQUIRMEMTS 🤯🤯

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please clarify whether the 585.67 AUD amount represents winnings from the free spins that exceeded the maximum win/cashout limit of the promotion?
• Have you found any rule in the bonus terms stating that any excess winnings are credited as a new bonus subject to additional wagering requirements?
• Could you confirm whether you have already received and been able to withdraw or use the winnings from the first bonus (the $136.80 balance) after completing the wagering?
• Are you willing to continue playing with the remaining balance of 585.67 AUD? If not, would you prefer to cancel the bonus, and could you confirm whether this would affect any of your real money balance?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Initially I had a $6000 wagering from the $136, which upon the time of completion my account balance was 585 over the $136 available to release which was never notified when wagering was complete, but any funds above that are usually just voided if the promo has a cap or they are just added to real funds in some casinos i play, never have i recieved an extra wagering requirement after already fulfilling one.. My account is now zero because I up my bets to try get through this ridiculous $26000 worth of bets.

Usually during gameplay a notification pops up once wagering is complete so u dnt have to keep exiting games to check, when I did exit a game i thought I would check thats when I seen the new wagering of the $585 which i was already into as I was unaware playing slots

Say for example i was $1 over the $136 when wagering was done then i would have to wagering only a dollar, then I can cash out all ive won after that, but because I did well spinning and I was so far above my release amount I get penalised with this absurd new wagering requirement

I was unable to withdraw the 136 as by the time I found out wagering was complete it was used and then into the so called slots win bonus of $585.. does not state anywhere in t&c about the excess funds being wagered.. thats why I think i should be reimburst the 136 and the 585 which i thought was all real funds

Thank you for your responses.

• Could you please clarify when exactly you noticed that the additional bonus of 585 AUD had been added to your account?
• Have you tried cancelling this bonus after realizing that it was applied to your balance?
• Additionally, did you attempt to withdraw the 136 AUD winnings after completing the initial wagering requirement?
• If you have any further communication with customer support regarding the additional bonus added to your account, please forward it to me at veronika.f@casino.guru so I can review it.

Thank you in advance for your cooperation.

Hi veronica

Always good to hear from you and the team

So ive played online casinos for a long time so usually I will have a rough idea when I think my wagering is complete, now havnt had to know exactly when its finished as my usual platform dosent operate like the one question, for example if i knew then id like to know exactly when wagering is complete so I dont use my real balance, any other casino ive played you will get a pop uo message even in middle of game exactly when wagering is complete, and usually balance changes as excess will be voided. Now my no 1 go to casino just notifys me and thats it, any excess funds I keep in my real balance also because ive earned it, once wagering is complete ANY andbi say any funds are all converted to real balance..(check @luckygreen casino). So back to where i was, at some point i jumped out the game thinking surely wagering is done, why no notificatio yet?? And as i checked there was only the 585 bonus being wagered and thats when I was like HUH, Literally baffled me.. I then went on live chat and they tried telling me read t&cs, now I never play a casino without reviewing it very closely, thats why I played it because I didnt find this ridiculous extra new slot bonus wagering terms because its not there.. Let's say for example when my wagering was complete I was $1dollar over my wagering well thats an easy playthrough but because I done well spining im faced with the above mentioned without even knowing or accepting to take it on, its very sly i think and not right .im still not sure how they have come up with this, im baffled still.. i do wonder how many people have been screwed by this, hopefully no more.. i have actually considered doing something like t for a job, as I do well at these subjects at hand.. ive had two previous cases with the gurus and both successful.. i hope I havnt made it too confusing and you understand it how I do. Basically never notified or given any chance of a withdrawal due to this absurd extra wagering and lack of notification.

They should be a whole lot more proffesional. The casino needs to address this issue asap, I think its sneaky and sly and dosent co enside with fair gambling acts. Most dont understand the casinos and bonuses they are accepting into and maybe its why nothing has been said till now..

Looking forward to your response

Many thanks Stevo

Hi veronica

I will send through screenshots of live chat also

Please request the casino to provide you with your gaming history in Excel format, covering the period from the moment you made the $20 deposit until the moment your balance was depleted. Once you receive the file, please forward it to me at veronika.f@casino.guru so I can review the gameplay and the transactions in detail.

Thank you for your cooperation.

I have sent an email requesting the above mentioned

I have no access to any history and thet are trying to say that they dnt have game history, isnt that illegal??

Dear Stevos711

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Thankyou very much, I will be waiting for your reply

Hello Stevos711,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Pokie7 Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Im not sure what additional info you require, ive sent paragraphs through explaining in detail what's happened and comparison with other casinos also their t&cs dont comply with the ridiculous situation they put me in

So i deposited 20 and got 20 bonus

Also 100 free spins

Free spins winnings=96.80+

$20 deposit and $20 bonus = $136.8

$136.8x45= $6,150 roughly

Now I completed this wagering at some point and I couldn't know unless I exit game and check because u dnt get notified.. so when I went to check wagering, I found something strange, a new bonus to be wagered which was $585.60(apparently slot bonus win) which x45 would be $26,000 roughly, which i know i never recieved a bknus of that amount.

Live chat then begun to tell me this, u wont believe there t&c behind wagering.

So check this. Apparently when my $136 which is my $20 deposit and bonus $20 combined with $96 free spins winnings was completely wagered, there was $585 above the 136 which will usually get voided or some casinos ive got its all mine, once wagering is complete those funds are all withdrawable.. Now they say $136 was released to real funds and.at that time a new bonus was activated using the $585 they say is above the bonus amount which i won anyway now needs to be wagered which us a whopping $26,000 in bets, once u understand what im saying and how they playing the bonus is absolutely absurd.. Now ive searched all t&c and NO WHERE DOES IT STATE THAT ANY WINNINGS ABOVE BONUS AMOUNT AT THE TIME OF WAGERING COMPLETION, WILL THEN BE ADDED AS A.NEW BONUS AND REQUIRE ITS OWN PLAYTHOUGH X45 ALSO.. ALSO CASINO DOSENT NOTIFY UPON WAGERING COMPLETION, MEANING U HAVE TO CONSTANTLY LEAVE GAME AND CHECK IT, IN RETURN SPOILS UR OWN GAMETIME.. TELL ME IF I IM MISSING SOMETHING CAUSE NEVER HAVE I EVER COME CLOSE TO HAVING 26,000 DOLARS IN WAGERING REQUIRMEMTS 🤯🤯

Initially I had a $6000 wagering from the $136, which upon the time of completion my account balance was 585 over the $136 available to release which was never notified when wagering was complete, but any funds above that are usually just voided if the promo has a cap or they are just added to real funds in some casinos i play, never have i recieved an extra wagering requirement after already fulfilling one.. My account is now zero because I up my bets to try get through this ridiculous $26000 worth of bets.

So ive played online casinos for a long time so usually I will have a rough idea when I think my wagering is complete, now havnt had to know exactly when its finished as my usual platform dosent operate like the one question, for example if i knew then id like to know exactly when wagering is complete so I dont use my real balance, any other casino ive played you will get a pop uo message even in middle of game exactly when wagering is complete, and usually balance changes as excess will be voided. Now my no 1 go to casino just notifys me and thats it, any excess funds I keep in my real balance also because ive earned it, once wagering is complete ANY andbi say any funds are all converted to real balance..(check @luckygreen casino). So back to where i was, at some point i jumped out the game thinking surely wagering is done, why no notificatio yet?? And as i checked there was only the 585 bonus being wagered and thats when I was like HUH, Literally baffled me.. I then went on live chat and they tried telling me read t&cs, now I never play a casino without reviewing it very closely, thats why I played it because I didnt find this ridiculous extra new slot bonus wagering terms because its not there.. Let's say for example when my wagering was complete I was $1dollar over my wagering well thats an easy playthrough but because I done well spining im faced with the above mentioned without even knowing or accepting to take it on, its very sly i think and not right .im still not sure how they have come up with this, im baffled still.. i do wonder how many people have been screwed by this, hopefully no more.. i have actually considered doing something like t for a job, as I do well at these subjects at hand.. ive had two previous cases with the gurus and both successful.. i hope I havnt made it too confusing and you understand it how I do. Basically never notified or given any chance of a withdrawal due to this absurd extra wagering and lack of notification.

They should be a whole lot more proffesional. The casino needs to address this issue asap, I think its sneaky and sly and dosent co enside with fair gambling acts. Most dont understand the casinos and bonuses they are accepting into and maybe its why nothing has been said till now..

Looking forward to your response

Many thanks Stevo

I have no access to any history and thet are trying to say that they dnt have game history, isnt that illegal??

No where in the t&cs does it state any of this, NO WHERE. I usually deposit 20 or 30, u think I would take on $26,000 worth of bets to complete this so called new slot bonus, especially after I already completed my original wagering requirements

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.