OG Casino - Player’s questioning bonus wagering requirements.

if u accept a bonus og casino pays deposited money wins as bonus money

for example i deposit 10 and won 5 on free spins

after this i play and firstly the cash money balance is used. i win $900 on a cash money spin but they pay to me in bonus balance. now i must wager many times and even if i get thru all the wagering my money drops to $100 only as some kind of imposed maximum they have hidden in their unfair terms and conditions.

stay away from this casino rigged!!!

Dear lanzz22,

Thank you very much for submitting your complaint and forwarding your game history. 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. Which exact bonus you have activated in your account? I would like to check the promotional terms and conditions.

If there’s any relevant communication, please forward it along with your bonus history 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

Thank you, alannah, for your email. Do I understand correctly that you have deposited $10 and activated the Cuddles Royal Bonus?

Later, while your first bonus was still active, you've redeemed another bonus, is that correct?

Could you please advise why the disputed amount is $1,000? The highest amount of your active balance that I found was $628,94.

Dear lanzz22,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

hi and sorry for my slow reply.

to address ur questions above...

 I understand correctly that you have deposited $10 and activated the Cuddles Royal Bonus?

correct

Later, while your first bonus was still active, you've redeemed another bonus, is that correct?

no this is imcorrect

the spreadsheet in frame two shows og casino taking $523 off my balance (this is the point where wagering was complete)

Could you please advise why the disputed amount is $1,000? The highest amount of your active balance that I found was $628,94.

ok i was wrong sorry

Thank you very much, lanzz22, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) 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.

Hello lanzz22.

I am sorry to hear about your troubles.

I checked your game log, and it looks like all your winnings were from real money.

Why the casino applied a deduction is a mystery for me.

I would like to invite the casino representative into the case.

Please explain to us what exactly happened and why.

thanku Matej i look forward to hearing from the og casino representative

Hello,

We have reviewed the situation and are willing to provide our explanations.

On January 4th player made the deposit of 10 NZD and claimed 20 Reload Free Spins for this particular deposit. The player played his 20 Free Spins and won 5.06 NZD of bonus balance that needed to be wagered 50 times. According to bonus terms, to redeem winnings from free spins, you must wager an amount which is 50 times greater than the value of the bonus. 

Please note that according to our general bonus terms, when accepting a deposit bonus, kindly remember that your deposit is locked with the accepted bonus. This means that you have 2 (two) options, either to complete the wagering requirement of the bonus or cancel the bonus. If you choose to cancel the bonus, the bonus and all winnings attributed to the bonus will be lost. Wagering with both the bonus money and your deposited cash will count towards the wagering requirement.

As the player had real balance and active bonus balance his real money stakes counted towards the wagering requirement and all winnings were locked under the bonus balance until the wagering requirements are met.

Regarding the correction of the maximum winnings, according to our general bonus terms, the maximum winnings that will be paid out resulting from a bonus or free spins (or combination of bonus and free spins) for deposit will be equal to 10 (ten) deposits made to participate in a particular campaign. Any winnings exceeding the limit will be forfeited. This might be done automatically by the system once the bonus is successfully wagered.

When the player completed the wagering requirements his winnings were automatically corrected to the maximum possible amount of 100 NZD (10 NZD deposited amount x10).

Taking into consideration mentioned above, everything happened accordingly to our bonus terms, which the player accepted and could also consult our customer support at any time before starting to play with bonus funds to choose the best possible option of playing.

Our general bonus terms could be found here: https://og-casino.com/en/promotions.gbt

If I understand it correctly, you are saying that if lanzz22 cancelled his bonus, he would be able to keep all the winnings minus 5.06NZD, but because he didn't cancel it, he lost 523 NZD, am I correct?

No, he could cancel his bonus before starting to play with his real funds and in this case player wouldn't have any wagering requirements or winning limitations. As he started to play having active bonus his winnings were locked and were limited accordingly.

I am afraid lanzz22, that in this situation, we believe that the casino had the right to apply the correction on your winnings.

Accepting the bonus increased the chances of winning something, but the price was the limitation of your winnings to a 10x deposit amount.

We believe that it was fair, and the casino acted accordingly to terms.

Because lanzz22 didn't answer and because of the reasons that I wrote above, we are rejecting this complaint.