The player from South Africa was confused by the conditions of bonus withdrawal at the casino. After they had claimed two bonuses without making a deposit, they were informed that their winnings would be voided, but this information had not been clearly stated. They also received inconsistent advice about the deposit amount needed for withdrawal. Upon review, we found that the casino's terms and conditions did stipulate that consecutive free bonuses could not be claimed without a deposit. We also noted that while the terms were not easily accessible when logged in, it was the player's responsibility to review these before claiming bonuses. As the player had incurred no real money losses and only had winnings from free play confiscated, we concluded that we could not assist further in this case.
Desert Nights Casino - Player has issues with contradictory bonus rules.
Amount: R1,800
Desert Nights Casino
Safety Index:Below averageUnjustified complaint
REJECTED
Case summary
I contacted live chat today to verify how much I need to deposit as my 1st deposit in order to withdraw bonus winnings and was informed that my winnings will be voided as I claimed 2 bonuses consecutively without making a deposit yet when claiming bonuses that information was not
clearly stated. I contacted live chat a 2nd time and was informed that in order to withdraw I need to make a deposit of 25 dollars / euro or R50 in order to withdraw.. The consultant thereafter insisted that I need to make a deposit of the equipment of 25 dollars which made no sense. In which century was R50 equivalent to 25 dollars. Consultant still advised me to make a deposit even though she stated that I might not receive withdrawal. This casino is really shady and has alot of hidden fine print to prevent withdrawals.
Dear feisty03,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a question, so I can understand the whole situation completely.
- Could you please advise if you redeemed consecutive free bonuses in this casino?
I have checked the general bonus terms and conditions, and this is what I found (here):
Free Bonus Rules:
Members who have not made at least one deposit at the Casino can only claim a free-money offer once, including but not limited to: welcome bonus, no-deposit bonus, birthday bonus and free-spins. Any winnings from additional free-money will be void.
Customers cannot redeem multiple free-bonuses/free-spins offer consecutively: When a customer uses two or more free bonuses without making a real money deposit in between, management reserves the right to void any bonuses and winnings.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Best regards,
Petronela
Hi
Thank you for looking into the issue. Yes I see that it does state that 2 bonuses cannot be claimed without making a deposit in another section of the website that most people won't even read. This information is not clearly displayed when claiming bonuses even though they have a whole lot of other rules listed so how would a player be aware of this? Other casinos would not allow you to claim consecutive bonuses without deposit if it is infact breaching the terms.
Also please note that this information terms and conditions for bonus is not accessible once a player is logged on. I clicked on a direct link to register through casino guru hence I just signed up, verified my email address and claimed bonuses. I searched the entire site now and could not find terms and conditions anywhere. It's only when I logged out was I able to find it.
Certainly, after registration, the casino does present a distinct layout. However, it's crucial for players to review the bonus rules before engaging with any promotional offers, and regulations regarding consecutive free bonuses are not uncommon in the online casino sphere. While it would be optimal to have a warning or notification upon activating bonuses, regrettably, this isn't a common practice. Considering that no real money losses occurred and only winnings from free play were confiscated, I regret to inform you that we may not be able to assist in this matter.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
