Duelz Casino - Player is dissatisfied with bonus wagering requirements.

So I got an email saying I had 10 free spins on big bass 10p per spin so value of the free spins awarded was £1. I played them and hit a bonus got to highest level in the bonus and won around £80 I then played on a bit using the win got up higher changed to another game got up to £140 with another bonus round then started dropping by this point I had played about £200 or more using £1 & £2 spins so I thought £1 being the value of what the casino awarded me wagering requirements usually around x35 I must have met wagering requirements by now and went to withdrawl what I had left at this point £88 only to be told I had two option one to cancel bonus and withdraw the amount or two for to take what I had excluding the bonus which worked out at 89p well that's a no brainer I opted for option one but it wouldn't proceed so I went on to live chat only to be told I had not met wagering requirements I asked how much more I had to bet before I had met them and asked what the requirements where exactly as they had only originally gave me spins to the value of £1 the money on the balance reflected my playing/luck live chat was hopeless and told me they couldn't see in to my account to tell me this so I went to check myself only to see I had to wager £3000 before I could withdraw absolutely shocking so in other words there wagering requirements aren't based on the value of the free spins they give you but rather what you won from those free spins. I play on a LOT of sites and never have I came across this I told them how shocking I found this and thanked them for there help went back to play and couldn't spin anything was told to contact live chat which I did again they told me at there end all looked fine with my account even though 2 minutes previously they told me they couldn't see in my account I was told I would receive an email regarding my inability to spin after they investigated it and detected the problem I asked if there's a fault somewhere could the £3000 wagering requirements indeed be a mistake I was told "I don't know but we are legit". So yeah I'm now left in limbo until if/when I get a reply not tried to log back in since so unsure if account has been blocked or not I just want the £88 which I won fairly they got at least £250 back on wagering which I feel is more than sufficient for a £1 bonus

Dear Jacmcm78,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you accumulated £89 from Free Spins? Have you redeemed any Free Spins from this casino in the past? Is your account blocked now?

Meanwhile, I have checked the general bonus terms and conditions, and this is what I found (here):

3. Free spin bonuses

3.1. The winnings generated from free spin bonuses are credited as bonus money and are subject to wagering requirements of 45 times bonus amount.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi so from the 10 free spins they awarde me I won around £90 I think didn't check precisely I may have a screenshot but not sure so I played on for a bit with no luck changed game to pearl lagoon got another bonus on £2 spin managed to get balance up to £180 or thereabouts spinned on and was loosing was down to at this point £88 I think tried to withdraw because I assumed the wagering requirements to be based on the value of the spins they had gave me which was £1 and I had played around £235 since the win from the initial bonus spins that's when I hit the proble s and discovered they wanted me to wager x45 value of the win from the spins rather than x45 the value of the spins awarded so rather than wager 45x £1 I was to wager 45x £89 and they worked it out to be £3000 absolutely unbelievable never had that win free spins awarded all other casinos I play on base wagering on value of spins awarded not the outcome of the win you get from them. Yes ive had free spins from them before they email them to me most days but I've never had any kind of decent win from this casino despite playing a fair bit and yes the money I I initially won from the 10 free spins they gave me went on to bonus funds thank you for the reply oh sorry I forgot no my account as yet has not been blocked however I've had no reply from them like I was told to expect

Thank you, Jacmcm78, for your reply. Please understand if you haven't completed the bonus wagering you won't be entitled to your winnings. Could you please forward your game history to petronela.k@casino.guru?

Hi well there's no point in forwarding all that is there? My point of this complaint was to raise the issue that I find it very deceiving they want you to wager x50 of not only the value of the free spins they award which in my case was £1 but they also want you to wager x50 of what you won from the free spins in my case I won £89 or thereabouts and so I was to wager £3000 before I could withdraw anything and even at that if I accomplished that which I very much doubt anyone would your only allowed to withdraw a maximum of £100 from these free spins they award. I just feel it's very unfair any decent casino that takes wagering takes it based on the value of the bonus they give you not the value of the bonus and also the value of the win you get from it. I don't feel they can justify expecting someone to have to play £3000 based on a bonus to the value of £1 and as I also have stated even if there was a miracle and I was able to do that I would only be allowed to withdraw £100 I feel this should be highlighted I'll take it to trustpilot these wagering requirements are totally unreasonable

I appreciate that players may find bonus rules to be complex at times. However, it is common for casinos to mandate that players wager their Free Spin winnings and not just the value of the Free Spins. While casinos strive to create enticing promotions, it is imperative to abide by the rules at all times. In this scenario, the Terms and Conditions explicitly state that Free Spin winnings must be wagered. As a result, your complaint cannot be upheld. Please accept my apologies, but we cannot hold the casino accountable if a player has misunderstood the rules.

I apologize for not being able to provide more assistance in resolving this case. Please feel free to reach out to us if you encounter any problems with other casinos in the future. However, due to the reasons mentioned above, I must reject this complaint. Thank you for your understanding.