Mad Money Casino - Player is enquiring about bonus wagering and Free Spins rate.

Additional comments from the player:

"In addition to the complaint: id 27047

So: I turned to the chat again today with a request to convert my balance to 31.4 euros (because the rate was in euros and the winnings were 2 and 3 euros each), that is, 2726.58 rubles. At first I was told that the rate, it turns out, was not in euros, but in rubles, although yesterday they said something completely different. The screenshot shows this. Then they began to discourage them from recalculating the winnings at 2726 rubles because the wager would become larger. But that's exactly what I need. They ask to contact again tomorrow, but yesterday they said the same, but the problem was not solved. I provide screenshots of the correspondence"

Dear Natalyaryzh,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. 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. Could you please advise if you have completed the required bonus wagering? Do I understand correctly that you deposit and withdraw your funds in EUR, but your account is held in RUB?

Please forward the exact link for the bonus, I would like to check its terms and conditions. You can post it here when replying or forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Earlier, when I made deposits and took bonuses on them (and in this casino the deposit amount for any bonus is indicated in euros), I always looked at the euro rate, counted how many rubles it was and made a deposit in rubles. Because my account is opened in rubles. And bonuses were always credited. That is, the casino monitors the current exchange rate of the euro against another currency. As for the free spins in question: these are no deposit free spins. Each winner is entitled to 500 free spins at a rate of 0.05 euros, which means that I was entitled to spins of 4.34 rubles (current rate). The slot itself had a bet of 0.05. I saw this and immediately turned to the chat to clarify whether it was in euros or in rubles. They said it was in euros.

When I finished unscrewing the free spins, I saw that the balance was 31.4 rubles. Although I thought that when I unscrew them, the balance is automatically converted from 31.4 euros (and the win was exactly the same if the bet was 0.05 euros) to 2767 rubles

I didn’t turn off the wager for winning for obvious reasons: firstly, it’s not easy to wager 470 rubles from 31 rubles. And secondly: this is not the amount that should have been on my balance sheet. I cannot provide a link, because this drawing is held on the Gleam platform and I just received mailings, I just completed tasks and was chosen as one of the winners

I would like to add why I refuse to wager 31.4 rubles. The average bet in slots is 10 rubles. That is, I only have enough for 3 spins. There is no way to win back 470 rubles. Unless a miracle happens. It is much easier for me to play with a win of 2,767 rubles and wager about 41,000 rubles, all the more since this is the kind of win that should have been credited

I also want to add screenshots of this slot, in which the free spins were issued. If I play for real money, even in rubles, then the minimum bet is 3.00 rubles. It couldn't be less. And as they tried to tell me today that it turns out that I was playing for a bonus in rubles, the minimum bet should have been 3.00 rubles. If I play for bonus funds, like yesterday (the second screenshot is a demo mode), then the minimum bet is just 0.05 euros. On which I played yesterday

Unfortunately, screenshots are not attached for some reason. As soon as the opportunity arises, I will send it.

I'm sorry, but I'm still a bit confused. You usually deposit in RUB and your account is held in EUR, correct? Is there any relevant communication that would suggest why the rules have been changed suddenly?

No, I make a deposit in rubles and play in rubles too. But in these free spins, the bet was € 0.05. Because there is no other currency provided in the bonus mode. And for all who were given free spins, a bet of 0.05 euros.

The casino rules were not changed. They said that the rate was in euros, but the next day they tried to convince me that it was in rubles. But if they gave me free spins with a rate in rubles, the minimum rate would be 3.00 rubles. I gave them a screenshot that a day ago they argued the opposite. As a result, the operator said that he would send my claim for consideration, but no response was received from the casino

Thank you very much, Natalyaryzh, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I went to the casino again. She explained that if the bet was in euros, then the winnings should be 31.4 euros, not rubles (this is a big difference). They still refuse to convert my winnings. And the bonus is already expiring, as they tell me in the chat. But its deadline is July 12. That's right, the bonus deadline is July 12th. The operator was wrong

Complementing. I asked the operator to provide the history of bets and winnings from these 500 free spins. The operator has closed the chat and I cannot resume it. If I had been provided with the history of bets for July 5, I could have seen what the winnings were. And perhaps even in what currency: rubles or euros. But we already know that the rate was 0.05 euros. Before that, they tried to convince me that my winnings from 500 free spins with a bet of 0.5 euros in the Gears of time slot amounted to 31.4 rubles, which is about 0.35 euros!) Although in fact it was not 31.4 rubles, but 31.4

Euro.

I also want to say that in the casino I was offered to wager 31.4 rubles in the amount of 471 rubles. And if after the wagering, some winnings remain, they will convert them into euros. But that's not fair. Because the winnings are in euros, which is 2768 rubles. And let it be necessary to win back 41,520 rubles, but this is fair

And to win back 471 rubles, when there is 31.4 rubles on the balance sheet, is the same as winning back more than 5 euros, when there is 0.30 euros on the balance sheet. It's almost impossible. I think that the casino understands this, that's why they promise to convert after wagering. Because I won't be able to wager and I won't need to convert anything)

Agree that it is more pleasant to wager when you have 31 euros on your balance, and you need to wager 471. And there are more chances to win back.

In the meantime, there is no need to worry about it. " In the meantime, there is no need to worry about it. "

Hi Natalya,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Mad Money Casino to the conversation to participate in the resolution of this complaint.

Hello!

I would like to point out that my bonus expires on Monday. July 12 I could not use it due to the fact that it was incorrectly credited.

What if the representative does not answer by July 12 and the bonus expires?

Hello,

This player was awarded no deposit free spins in a giveaway. This was a no cost promotion and giveaway. They were awarded on a game with .05 bets and have a 15x wager. As the players account is in Rubles, the player was told after completing the bonus, her wins would be converted to Euro. The player used the free spins but refuses to complete the bonus and wager. As the bonus has not yet been completed and the free spin winnings and wager is calculated on the wins in Rubles, the bonus needs to be completed in Rubles to stay consistent. Only after completion of the bonus can we convert the wins to Euros.

The player achieved 31.4 ruble in wins resulting in a 471 ruble wager. The players complaint is she cannot play all games with 31.4 rubles as some games have a 10 ruble bet. The game she was awarded free spins on has a 3 ruble bet. The player can play the same game and bet 3 rubles to attempt completion of the 471 ruble wager. But the player is requesting 31.4 euro to meet a 471 ruble wager. This is not consistent.

The player also complains it will be impossible to wager the bonus with 31.4 in wins but we do not control the amount of wins received from the free spins. 31.4 is the amount of wins achieved and the amount available to try to wager the bonus.

To summarize, the player received a no cost free spin promo. The promo included a wager. The wager is calculated on the wins in rubles which is the currency the player selected on sign up to play in. The player refuses to complete the bonus and wants the wins in euros. We agreed to credit the player the wins in euros after completing the bonus. The player wants the money in euros before completing the bonus. This is not consistent and possible until the bonus is completed.

Dear mad money casino representative!

I've explained the same thing many times before:

The bonus spins bet was € 0.05. This was confirmed by the operator in the chat.

So tell me: how did my winnings from 500 spins amount to 0.35 euros? This is 31.4 rubles.

I want my winnings to be credited correctly, namely 31.4 EURO. Let it be in the ruble account, then it is 2765 rubles.

I don’t want to wager the bonus that is currently on my account for 2 reasons:

1. The amount is not what it should be

2. I will not be able to recoup this incorrect bonus. This is the same as winning back 5 euros when you have 0.30 euros on your balance. And you know that very well. That I won't be able to win it back, and nothing will remain on my balance sheet. And you don't have to convert anything.

I am only asking you to credit me with the correct winnings from the spins. And also provide a history of bets from these spins, where it will be seen what winnings I got

Yes, and if they told me, when I asked that the rate is 0.05 RUBLES, I would not even spin these free spins. Because 0.05 rubles is the same as 0.00057 euros. Such rates simply do not exist! But I was told that the rate is in euros. And the winnings to me also fell out in euros: there were 1 euro, and 2 euros, and 3. And 1 euro is 88 rubles! So how did 31.4 rubles end up on my account?

And so, dear representative. I kindly ask you to provide me with a history of winnings from these spins, and then review and credit me with the correct amount of winnings. 31.4 euros is approximately 2765 rubles, not 31.4 rubles that you charged me. The difference is almost 10 times. And why should I wager an inappropriate bonus?

I will add: But the player asks for 31.4 euros to satisfy the bet of 471 rubles -

I am not asking for 31.4 euros to execute the 471 ruble bet. I have said several times that I am asking for € 31.4 to place a € 471 bet! Not a ruble. I wrote it above several times. And in the live chat I said that I want to win 31.4 euros. And the bet will be fulfilled by the corresponding EURO 471. But in the chat they blocked me altogether. If I transfer to rubles, then I want a win of 2765 rubles with a bet of 41,475 rubles.

Simply put, I ask you to credit me a win of 31.4 euros with a wager × 15

At the current ruble exchange rate (because it changes every day. For example, now 1 euro = 88.41 rubles, which means 31.4 euros = 2775 rubles) with a rate of × 15

Hi all,

Thanks for your replies. I find the issue quite confusing. First of all, if the value of a free spin was €0,05, Natalya won €31,4 and would have to wager it 15x correct? However, the casino stated that Natalya's winnings were in rubles. That means ₽31,4. What was the value of a free spin then? The casino's live chat told Natalya that the value of a free spin was €0,05 so it makes no sense. Are the amounts the same in both currencies? If she wants to finish her wagering requirement, what size will the bets in ₽ be?

Hello. The bonus expires today at 10:27 PM. But the question has not been resolved🙁

I could not play it through no fault of my own, but because the bonus is not correct.

I was never given a history of winnings.

And I want to remind you once again that 31.4 rubles is only 0.35 euros.

And they tried to prove to me that having made 500 free spins at 0.05 euros each, my winnings amounted to 0.35 euros (this is 31.4 rubles)

Despite the fact that the bonus ends today, I still earnestly ask the casino to provide me with a history of winnings from these spins

Dear Peter,

The players account is in Rubles. The game manufacturer does not differentiate spin value in various currencies. Therefore when we award a level 1 value spins (lowest spin value) on their game which is .05, it awards them a .05 value spin, regardless of Euro, Rubles, etc. The bonus given to the player was free spins with a .05 value and a 15x wager. The player used the free spins and accumulated 31.4 in wins. These wins are currently in rubles which is the currency the player selected when creating their account. It now must be wagered in the same currency the free spins were used in to complete the bonus. They won 31.4 rubles and must wager it to 471 rubles. The 31.4 in wins cannot be calculated and changed to euros as the bonus is not completed. And our system does not allow us to edit a bonus or its calculated wager and change it from Rubles to Euros. It is physically not possible. Only after the bonus is completed can we take the wins from a completed bonus and convert it to euros.

And again, this is a no deposit, free spin prize we gave the player. The prize was awarded at .05 spins in a specific game and our rules are that the free spins must be wagered 15x to complete the bonus. The player is trying to change the values of the bonus and the rules and refuses to complete the bonus. We have requested many times to complete the bonus as it was awarded and then we would convert the wins from the completed bonus to a euro value. The player is refusing to play by the rules we set forth and complaining about the rules and the bonus that was given for free. We created the bonus and rules as we wanted them to be. It is not up to the player to decide how the bonus is to work or be played.

Hello.

I remind you once again that before using the rotation, I turned to the chat. I was told in a live chat that the rate is 0.05 EUR. I have already shown the screenshot.

You are saying that the game manufacturer does not distinguish between the spin value in different currencies. Then why, when I enter this game with an account in rubles, the minimum bet is 3.00 rubles?

The rate of 0.05 rubles does not exist there. Because 0.05 rubles is less than 0.01 euros.

If I had been told from the very beginning that the bet in free spins is 0.05 in my currency (that is, in rubles), I would not use these spins, because it is pointless.

And again, I ask you, the casino representative, to provide me with the history of the bets on these free spins. Why are you ignoring my request?

I asked her in a live chat, wrote an appeal to the mail from the casino website, but they never provided me with anything

Hi all,

Let me sum this up. If I understand it correctly, if Natalya won after 15x wagering e.g. ₽20, it would be converted to €20 right? So in that case it doesn't matter if the winnings were in € or ₽, the sum of winnings as well as the size of the bet would be the same.

Dear Natalya,

Have you finished the wagering yesterday?

No, I didn’t wager the bonus.

I explain why again: is there a difference to wager 5 euros when there is 0.35 euros on the balance? Given that the minimum rate is 0.05 euros. It will turn out to make 7 spins, and you are unlikely to be able to win back. The casino understands this. And they would not convert anything, because they know that the bonus would be lost.

Or is there a better chance of completing a wager of € 471 when you have € 31 on your balance?

And I don't understand why I had to clear the wrong bonus?

I also do not understand why they told me one thing in the chat, but now the representative says something completely different.

And most of all I do not understand why they refuse to provide me with a history of bets and winnings, where everything will be clear.

Even though the bonus has expired, I still kindly ask you once again to give me the history of bets and winnings from those 500 spins. Any casino has such an opportunity.

And again: even if my account was opened in rubles, then if the winnings amounted to 31.4 euros, the account should have been the equivalent in rubles, that is, 2760 rubles. But not 31.4 rubles. I believe that the bonus was credited incorrectly and that is why I did not start wagering

Hi Peter,

Yes you are correct. The casino is not trying to make it any more difficult to wager as the player keeps implying, just to complete the bonus in the currency the spins were played in to keep the 15x wager consistent.

Also, the player keeps asking for transaction history. All players have easy access to their transaction and bet history in their players account. She was told this in chat as you can see in the attached screenshot.

Where can I see the history of bets? I don't even see the transaction history in my account. It's empty there

Hello.

So: I logged into my account and in the transaction history I saw only the withdrawal of the bonus. Although earlier (for a long time) I had both deposits and payments. There is no betting history at all

Hi all,

Thanks for your replies.

Dear Mad Money Casino,

Could you please provide the game history to Natalya? Would it still be possible to let her finish the wagering even when the bonus already expired now that it's all clear?

Unfortunately game history of free spins is different than game history of real bets. Real bets are recorded individually for each round. Free Spins are considered 1 round and only show the results of all free spins. Meaning for the free spins she used, I have 1 round with 31.4 in wins. I have attached a screenshot of the free spin round and the winnings. And then the expiration of the bonus where the winnings were removed.

It is impossible to reactivate an expired bonus. She was informed many times to be sure to complete the wager before expiration of the bonus. It was the players choice to not finish the bonus. As it is now expired, there is not much we can do to let her finish the bonus.

Strange, usually in the casino in the history of bets every bonus spin is visible. Even if it was free spins. I have been given free spins in the form of bonuses many times (in other casinos) - and the result of each spin is displayed. Not a total win

I just don't know what else can be said in this case.

In any case, I'm still talking about the fact that after playing 500 spins at 0.05 euros, the winnings were 31.4 euros, and not 0.35 euros (0.35 euros is 31. rubles)

If the problem cannot be solved, such a betting history is not provided, the bonus cannot be returned (correct bonus), then I think the complaint can be closed as unresolved

Hi all,

Thank you for your replies.

Dear Natalya,

We discussed the issue within the team, but I'm afraid there's not much we can do. I have to admit that the system the casino uses is quite confusing. However, if you were informed that the amounts displayed in ₽ were the same amounts in € and the winnings would be converted to € after, you should have finished the wagering because the bet/win ratio remained the same. Now that the wagering requirements weren't finished in time, the bonus conditions were breached. Of course, the casino could have made a gesture of goodwill, but this still isn't an issue that we would penalize it for. I wish I could be of more help.

Best regards,

Peter